DRAFT FA III and IV RFQSOW_Final.pdf

Federal Strategic Sourcing Initiative

Print Management Program

Functional Areas III and IV

June 12, 2012

DRAFT RFQ/SOW

Description of Functional Areas III and IV, Management of “Existing” Imaging Devices

The FSSI Program Office was established and charged with implementing strategic sourcing policy for the Office of Management and Budget (OMB) government-wide. The Department of Treasury, GSA and

OMB conducted a federal government spend analysis to identify the greatest opportunities for cost savings and candidates for initial strategic sourcing acquisition vehicles. "Printing" was identified as a common, high-volume business activity with the potential to yield significant cost savings through improved efficiencies and volume-based, leveraged procurement.

This RFQ is issued as part of the Federal Strategic Sourcing Initiative (FSSI) Print Management Program

Office initiated by the Office of Management and Budget, Office of Federal Procurement Policy.

Information on previous Print Management Blanket Purchase Agreements may be found at https://strategicssourcing.gov. Functional Area I agreements were established to provide vendor-neutral, comprehensive imaging fleet assessments and optimization recommendations. Functional Area II agreements were established for the procurement of new multi-function devices (MFDs) and single function network printers (NPs). Functional Area I and II agreements are considered, for purposes of this

RFQ, to be the first generation Print Management solutions. The second generation Print Management solutions will provide on-going management services for government-owned imaging devices and ancillary contractor-owned imaging devices.

Functional Area III: Printer-based and copier-based managed services

Functional Area IV: Printer-based managed services (small business set-aside)

Scope of Services:

Functional Areas III and IV represent the second generation acquisition solution under the FSSI Print

Management Program. The first generation solution was awarded on September 16, 2012. Functional

Area I established vendor-neutral Imaging Fleet assessment and analytical services that allow agencies in un-managed print environments to begin the process of gaining insight into their existing inventories and costs and set targets to improve the performance of the environment. Functional Area II established a vehicle for the procurement of new MFDs and single-function NPs and related supplies and services with transparent, five-year lifecycle costs evaluated.

Functional Areas III and IV establish managed services for government-owned assets as well as related services to coordinate a total service delivery solution for MFDs and Network Printers. The introduction of Functional Areas III and IV introduce full-scale Managed Print Services (MPS) to the federal government.

The objective of these acquisition vehicles is to establish a tool for federal agencies to design solutions to holistically manage print output environments. For the purposes of this RFQ, the term “print output http://www.strategicssourcing.gov./ http://www.strategicssourcing.gov./ http://www.strategicssourcing.gov./ http://www.strategicssourcing.gov./ environment” encompasses any device within an agency’s office, remote location, or any other duty location in which agency personnel are providing services, that produces a hard copy image on a paper document up to 11”x 17” size paper. Functional Areas III and IV seek to provide service solutions to imaging devices already in service within an agency’s environment as well as replacement of equipment through contractor-owned leasing solutions and government owned purchasing solutions. Functional

Areas III and IV may include, but not necessarily be limited to:

● Consumable supplies replenishment

● Preventative maintenance and repair services inclusive of “wear and tear” components and repair parts

● Automated collection of fleet inventory and utilization data

● Remote monitoring services

● Fleet summary and usage reports

● Just-in-time supply delivery

● Automated dispatching of service technicians

● On-going optimization

● Call routing services

● Fleet assessment, fleet management, and rules-based printing software

The managed services being requested under Functional Area III and IV will apply to both Government-owned and contractor-owned devices, and may involve imaging fleets consisting of multiple manufacturer brands of equipment inclusive of both “printer-based” and “copier-based” devices. For the purposes of this RFQ, each class of device is defined as follows:

Printer-Based Design: Any imaging device designed to operate on a traditional printer platform (inkjet or

LaserJet). Printer-based devices are traditionally designed to operate with speeds up to 50 pages per minute and are referred to as A4 devices although some printer-based devices have the ability to handle

11” x 17” paper. Additionally, the printer based devices may utilize toner cartridges that contain the photoreceptive imaging drum within the cartridge itself or contain a “dual component” technology where the imaging drum is separate from the toner cartridge.

Copier Based Design: Any imaging device designed to operate on a traditional copier platform. Copier based devices can found with speeds up to 100 pages per minute and higher and are traditionally referred to as A3 platforms which are capable of handling 11”x17” paper although some smaller copier-based devices may not be capable of handling 11”x17” paper. Traditional copier based devices utilize toner

“bottles” or “vessels” that are separate from the photoreceptive imaging drum and are often referred to in the industry as “departmental” devices.

The service solutions requested under this RFQ for the FSSI Print Management Program fall into two (2) separate Functional Areas. The services falling under Functional Area III are defined as:

● Functional Area III, Printer-Based and Copier-Based Managed Services: Identified as a services solution inclusive of all consumable supplies, wear and tear components, maintenance and repair services, repair parts, and monitoring services required to operate “printer-based” and “copier-based” devices in accordance with the standard Service Level Agreement (SLA) set forth in this

RFQ package

The services falling under Functional Area IV are defined as:

● Functional Area IV, Printer-Based Managed Services (Small Business Set Aside): Identified as a services solution inclusive of all consumable supplies, wear and tear components, maintenance and repair services, repair parts, and monitoring services required to operate “printer-based” devices in accordance with the standard Service Level Agreement (SLA) set forth in this RFQ package

Functional Areas

Functional Area Description Small Business Set

Aside

Functional Area III Copier-Based and Printer-Based

Management of Existing Devices, Unrestricted

Copier-Based and Printer-Based Management of OEM native

Copier-Based Devices and Native and Non-Native Printer-

Based Devices

Unrestricted

Functional Area IV Printer-Based Management of Existing

Devices, Small Business

Printer Based Solutions, Management of Native and Non-

Native Printer-Based devices

Set Aside for

Small Business

Service Restrictions:

BPA Holders may not respond to an RFQ that has not complied with the Ordering Activity Instructions for conducting a fleet inventory found on page 17. Functional Area I and II BPA holders may compete for either a Functional Area III or IV BPA. Functional Area III contractors may not respond to an RFQ for

Managed Services that requires an agency to terminate existing leases and enter into a new leasing arrangement with the Offerors. Functional Area IV is set-aside for small business. Small businesses may compete for Functional Areas III and IV.

Selection of Offerors for Functional Areas III and IV will not be mutually exclusive of Functional Areas I or II. The mutual exclusivity between Functional Area I and II remains unchanged.

Functional area III service for copier-based devices is restricted to the service of “native” devices. For the purpose of this RFQ, “native” are defined as those devices that meet one of the following criteria:

● Equipment manufactured or branded by the Original Equipment Manufacturer (OEM) providing the managed service as the prime contractor at the task order level

● Equipment which the contractor is authorized to sell/lease new, on GSA Schedule, or can provide proof that authorization was in effect at the time the device was sold/leased to the ordering activity at the task order level (for devices no longer sold on schedule). At the BPA level, contractors who are non-OEM contractors must provide letters of authorization for brands of equipment for which they plan to service. OEM’s must provide letters of authorization for devices they plan to service other than those device which they manufacturer.

Functional Area III services for printer-based devices may be provided to both native and non-native devices.

Request for Quotations:

The General Services Administration (GSA), Federal Acquisition Service, Acquisition Operations

Division is issuing a Request for Quotation (RFQ) against Multiple Award Schedule 36, Office Imaging and Document Solutions in accordance with Federal Acquisition Regulation (FAR) Part 8.405-3, Blanket

Purchase Agreements (BPAs). Quotations are requested from Special Item Numbers 51-500, Managed

Print Services. A copy of the contractor’s Schedule contract must be submitted with an offer. The contractor is responsible for identifying where the offered supply or service is incorporated into their

Schedule contract.

The Government intends to establish BPAs Functional Areas III and IV with more than one qualified contractor. BPAs will be awarded competitively given the best value to the government price and other factors considered. Quotations will be evaluated for acceptability under the stated evaluation criteria and are within the pricing guidelines found in the evaluation section. All Schedule 36 contract terms and conditions are hereby incorporated into any resulting BPA established in response to this RFQ.

Authority: A FAR Class Deviation was approved on January 30, 2007 by the Acting Senior Procurement

Executive for GSA for the establishment of a BPA against GSA multiple awards schedule

(MAS) without prior definition of participating agencies and estimated quantities. Over twenty

(20) Federal agencies, including the GSA, have participated directly in the development of this

RFQ and intend to use the BPA, and all Federal agencies will be authorized to place orders against the resulting BPAs.

Authorization to Use: Warranted federal government contracting officers may obtain a delegation of procurement authority to use Functional Areas III and IV by completing training. Further information may be found at www.strategicsourcing.gov.

GSA Program Funding Fee:

The GSA Program Funding Fee reimburses GSA for the costs of procuring and administering the

FSSI Print Management BPA Program. The Contractor shall remit a GSA Program Funding Fee of

2.0% (.02) incorporated into its total unit price(s). This program funding fee is comprised of the

GSA Industrial Funding Fee set at 0.75% (.0075), and an additional 1.25% (.0125) administrative service fee for these BPAs, which may be subject to revision(s) at any time. Remittance of the Industrial Funding

Fee portion (.0075) of the Program Funding Fee shall be done in accordance with the underlying GSA

Schedule contract. Remittance instructions for the Administrative Service Fee portion (.0125) of the

Program Funding Fee will be provided to the Contractor within 60 days of BPA establishment by the

Contracting Officer or designee.

STATEMENT OF WORK

The Statement of Work is sub-divided into two sections. Section I describes Phase I, Inventory Creation and Business Plan Development with a related tools section. Section II describes Phase II, Managed

Services for Existing Devices, and is divided into a Basic and Enhanced Ordering Activity Service Level

Agreement Section.

An MPS task order invites a contractor into an organization to assume operational and performance responsibility for a fleet of either homogeneous (single brand) or heterogeneous (mixed brand) imaging devices. Many unknown factors may affect the complexity of the task, and as a result, contractors require concrete information about a potential imaging fleet before they are capable of quoting a firm-fixed price.

The FSSI MPS BPAs address the need for information by requiring an agency to either, 1) conduct an internal, comprehensive fleet assessment with specific elements pre-defined prior to soliciting an Order for managed services, 2) allow multiple contractors access to the agency’s “site”, or the internal network to gather a sample of fleet information prior to offering, 3) solicit managed services under a two-phased approach. A price for gathering fleet inventory information will be quoted in phase I option 3. In phase II the ceiling prices for existing devices will not exceed prices awarded under the FSSI BPA. Further information may be found in the Ordering Activity Instructions section.

Tasks Associated with Phases

Phase I:

Assessment Phase II: Basic Managed

Services for Existing

Devices

Phase II: Enhanced

Managed Services for

Existing Devices

RFQ Option 1: Ordering

Activity Assessment

Conducted

No Task Business Plan

Development

Cost and Performance

Optimization

Consumables Supplies

Replenishment

Maintenance and Repair

Optional Call Routing

Optional Software Based

Service Solutions

RFQ Option 2: Sample

Inventory Conducted Prior to Offer

Inventory

Creation

Business Plan

RFQ Option 3:

Assessment and Managed

Service

Inventory

Creation

Business Plan

STATEMENT OF WORK, SECTION I:

Inventory Creation and Business Plan Development

TASK Inventory Creation and Business Plan Development

Inventory Deliverable

Device discovery will include government-owned and contractor-owned devices. Inventory information will be sub-divided into “government-owned” and “contractor-owned”. All devices will be classified according to the risk table in Appendix D. The contractor will be required to discover all equipment within the premises of the Ordering Activities’ defined scope of services.

The contractor may use a combination of software discovery and physical walk-through methods to build the inventory. The contractor will develop a business plan that includes an assessment of the current costs to manage the existing environment and proposed cost reductions given the implementation of the contractor’s managed services plan.

The contractor shall compile a list by manufacturer make, model, serial number, and location, as well as an indication as to whether the devices are connected to a network for government-owned and contractor-owned equipment. The contractor shall identify its proposed data collection methods to collect the following fleet assessment components:

Ownership (government or contractor) and physical location

Maintenance agreement term (if applicable) and cost of fulfilling the agreement term

Supply agreements and contracts in place and current costs

Make, model and serial number

Description of device functionalities

Historical utilization over a minimum 30-day sample period

Risk Classification (Appendix D)

Device functionalities will be described in the following level of detail:

Single function/Multi-Function

A3/A4

Color/Mono

PPM Print Speed Color/Mono

Connected to the Network (Y/N)

Business Plan Deliverable

The contractor will develop a comprehensive business plan upon commencement of a Managed Services task. The contractor will put forth a plan to develop a cost baseline, targets for cost reduction and performance. The Ordering Activity must identify the specific cost and performance metrics that will be baselined in their RFQ.

The following is an example of what may be requested by the Ordering Activity and how the contractor may respond:

Performance

Requirement Acceptable Standard Incentive

Develop an optimization plan that comprehensively assesses fleet costs and targets a 30% cost reduction

The contractor creates a comprehensive optimization plan that provides the government with transparency into current costs and identifies opportunities for cost reductions, implementation risks, and potential organizational conditions that targets at least a 30% decrease in cost.

Performance incentives will escalate with cost reductions if all other performance metrics are maintained on the following schedule: 30% cost reduction, 3% of net cost reduction incentive.

Above and beyond 30% a 1 to 10 savings ratio.

STATEMENT OF WORK, SECTION II:

Basic Managed Services for Existing Devices

Management Tools

The following is a description of tools and basic security requirements that will be required to meet the default Ordering Activity Service Level Agreement.

Remote monitoring services

For the purposes of Functional Areas III and IV, “remote monitoring” is defined as the process of utilizing an automated data collection agent (DCA) to monitor the status of imaging devices within the ordering activity’s fleet. Each network-connected device within the ordering activity’s fleet may be included under the purview of the DCA. A DCA is defined as a software application or hardware tool designed to monitor and report imaging device data to the contractor and/or ordering activity. Common industry solutions to be included in the “DCA” definition include:

● Fleet Assessment Software/Appliances/USB Keys

● Fleet Management Software/Appliances/USB Keys

● Print Behavior Management Software/Appliances/USB Keys

● Rules-Based Management Software/Appliances/USB Keys

For locally connected or non-networked devices, a local collection agent (LCA) may be installed onto workstations to which local devices are connected. The LCA will provide device information to the primary collection agent.

Two options exist for the deployment of remote monitoring solutions:

● External remote monitoring: solution designed to communicate device data to an external location outside of the agency firewall

● Internal remote monitoring : solution designed to communicate device data to an internal location within the agency’s firewall

At the task order level the ordering activity will make the determination as to which option will be utilized.

As part of the BPA submission package, the contractor shall clearly outline the software solution(s) that will be utilized to provide remote monitoring services. If the contractor can provide both external and internal remote monitoring services, it shall be clearly outlined in the BPA offer package.

At a minimum, the remote monitoring software should provide the following:

● Device make model and meter read

● Supply levels

● Device status

● Automated error/maintenance notification

● Automated supply replenishment notification

DCA Security and (Software) Acceptance

At the task order level, the ordering activity will be responsible for establishing specific security requirements that must be met in order to deploy the use of DCA on the ordering activity’s network. Each ordering activity will have its own iteration of the DCA (software) acceptance process and the contractor’s DCA shall be subject to the ordering activity’s acceptance processes at the task order level.

If a DCA fails the acceptance process, the Contractor may be given the option to select a different solution or mitigate the failed controls to fulfill this requirement. The Contractor shall be available to meet with information technology (IT) and security personnel at a mutually convenient time and shall identify a mutually acceptable solution.

The Contractor shall provide the necessary equipment and/or expertise to complete security testing and integration into the existing environment.

Contractors should work with the ordering activity to ensure that all pertinent information regarding software security and acceptance criteria are addressed as early in the procurement process as possible. As part of the BPA submission package, the contractor should address each of the following areas of concern, to include detailed responses for every bullet, for every software solution that will be used in an

FA III and FA IV deployment:

● For external remote monitoring solutions: one-way versus two-way communication

● Asynchronous and/or synchronous communication

● Network requirements

● System requirements

● Operating systems supported

● Ability to conceal IP addresses

● Data encryption

● SNMP

● Security patch and update process

Additional information may be requested by the ordering activity at the task order level.

Basic Managed Services for Existing Assets

Fleet Management

TASK Fleet Inventory and Utilization Monitoring

The contractor shall use a DCA solution to monitor devices connected to the network. Non-networked devices must be addressed in one of the following ways: 1) the contractor submits a plan to the agency at the commencement of Order services to connect network local devices (that are capable) to the network

2) the Ordering Activity excludes a population of non-networked devices from the network for security or other program justifications and the contractor submits a plan to monitor the inventory, cost, and utilization of non-networked devices using local/manual methods.

Device utilization will be monitored by the contractor primarily through the collection of historical and ongoing meter reads. At the commencement of the Order the contractor shall determine the historical volume of each device within the fleet when the information is able to be determined.

The contractor shall maintain a comprehensive inventory of the fleet. The contractor shall update the inventory as ongoing additions, removals/disposals, or rationalization strategies are deployed. In addition to the physical inventory, the contractor shall monitor utilization and costs associated with the devices.

Costs include consumables, maintenance, service and repair, and all managed services at the basic and enhanced levels.

As part of the ongoing monitoring services that will be performed at task order level, the contractor shall be prepared to provide monthly and/or quarterly fleet summary reports. At a minimum, the fleet summary usage reports should include the following:

● Device make, model, and serial number

● Meter read to include start, finish, and “delta”

● Cost to the ordering activity per-device

● Cost summary

Fleet summary and usage reports may be customized by the ordering activity

Deliverable Automated Data Collection

As part of the monitoring services that will be performed at the task order level, the contractor shall provide the ordering activity with a solution for automated meter reads. Automated meter reads will result in transmission of device meter information from the device to the DCA. Depending upon the particular configuration of the task order requirement, data transmission to the DCA may involve internal communication within the ordering activity’s firewall, external communication outside the ordering activity’s firewall, or a combination of both.

The contractor shall conduct meter reads for every individual device deployed in an Order/Task Order issued against this BPA. GSA will advise ordering activities to address the handling of external and internal remote readings of meters through their task order requests.

As part of the BPA submission package, the contractor shall clearly outline whether or not their meter read collection process will follow an internal or external communication process as outlined in this document.

TASK Cost and Performance Optimization

As part of the management services requested at the task order level, contractors shall be prepared to perform ongoing optimization services. Optimization services may include relocation, removal and disposal of existing devices in an effort to ensure maximum utilization of existing infrastructure as to achieve optimum value.

Recommendations for optimization may be presented for review by either the contractor or the ordering activity. Dependent upon the specific structure of the task order, contractors may be required to present formal optimization requests to the ordering activity prior to implementation. Modifications to the task order may require review prior to approval being given to implement the optimization recommendations.

Performance-based task orders may be structured at the Order level that place responsibility for fleet optimization performance and cost control on the contractor. Metrics such as overall fleet costs, performance of the fleet, efficiency of supply and service delivery, and customer satisfaction may be included.

Deliverable: Fleet Performance Data

The contractor will create a plan for maintaining, that may include, but not necessarily be limited to the following fleet performance metrics:

● Equipment inventory with devices identified by serial number

● Historical and ongoing device utilization

● User mapping to devices with usage trends

● Technical repair response time and results for managed devices

● Successful execution of just-in-time toner delivery

● Customer satisfaction

● Baseline costs and cost trends

Deliverable: Device Disposal and Rationalization

The contractor shall propose a plan for asset disposal as part of its optimization services. The plan for device disposal must include the delivery of a business justification for disposing the device. Final device disposal decisions will remain with the government. The contractor shall identify a disposal plan, including a disposal subcontracting plan if applicable, and ensure that device disposal is handled by a

Responsible Recycling or E-Stewards recycler. Details may be found here:

http://www.epa.gov/osw/conserve/materials/ecycling/certification.htm http://e-stewards.org/certification-overview/program-details/

The contractor shall propose a plan for rationalization, or device relocation as part of its optimization service. The plan for device rationalization must include the delivery of an analysis of the utilization of the device and expected future utilization of the device. The analysis must provide an estimate of the change in cost per impression achieved by the rationalization action.

Deliverable: Fleet Expansion

A Functional Area III or IV contractor may recommend the procurement of new equipment at any time during the term of the Order. The government will retain the final responsibility for the obligation of funds and all procurement decisions. If the government accepts the contractor’s recommendation, all applicable Federal Acquisition Regulations governing purchases must be followed.

Functional Area III contractors with a Functional Area II BPA may offer the government new devices under the prices and terms and conditions of their Functional Area II BPA. Functional Area IV contractors may offer recommendations for printer-based designed devices under the prices and terms and conditions of their Functional Area II BPA. The government is responsible for following guidelines in

FAR Part 8.405-6, Limiting Sources, and/or any other applicable regulations if new devices are procured non-competitively.

New procurements under Functional Area II will represent separate task orders. Any conflicting terms and conditions of the agency FA II basic service level agreement must be resolved by bi-lateral modification. If the FA II order period of performance exceeds the FA III or IV order period of performance the basic service level agreement established under FA II will continue throughout the duration of the Order.

Basic Ordering Activity Service Level Agreement

The following is a description of the basic service established by the Blanket Purchase Agreement for government-owned assets.

Ordering Activities may contract for performance-based services that require a contractor to make optimization recommendations or decisions that enable the agency to meet performance targets. For example:

Service Requirement Acceptable Standard Incentive Standard

Establish a cost baseline and manage fleet costs Manage the B&W copier-based device fleet to .01 per impression

Reduction in actual costs will result in the contractor being rewarded 10% of savings realized

Increase the percentage of shared, networked devices to meet the agency’s user to printer ratio targets

Agency's policies for user to device ratios are within

10% of compliance

Meeting agency user to printer ratio policies within 6 months of task commencement will result in an incentive of X dollars

The following sections address performance requirements for management of government-owned devices. The performance requirements establish the framework for the standard service level agreement

(SLA) that is being incorporated at the BPA level for both copier-based and printer-based devices that are owned by the Government. The SLA is the metric with which contractor performance at the task order level will be measured. At the task order level, the ordering activity may adjust the SLA components, but the requirements outlined in the following sections shall be the standard.

TASK Consumables Supplies Replenishment

The Contractor shall provide all consumable supplies, excluding paper and transparencies, necessary for the continuous operation of the devices throughout the duration of the task order. All consumable supplies that are required in order to ensure that the monthly effectiveness levels (MEL) of the task order are met shall be included in the agreement.

Supplies shall be delivered to the designated locations listed by the ordering activity and coordinated by the key operator or designated ordering activity personnel.

At the task order level, ordering activities may request bio-based, compatible, or remanufactured toner as part of their required consumables solutions. Contractors are encouraged to provide sustainable offerings as optional consumables solutions at the BPA level where available. The contractor shall clearly identify those offerings as part of the submission package at the BPA level.

**At the task order level, ordering activities will have the option to select one of two options for consumables replenishment, or both if required by the specific conditions of the organization.

● Just-in-time delivery

● Traditional delivery**

Deliverable Just-In-Time Delivery of Consumable Supplies

Through the use of the contractor’s remote monitoring software, or other automated solution, the contractor shall provide the ordering activity with “just-in-time” delivery of consumable supplies.

“Just-in-time” delivery constitutes an automatic notification from the device to the DCA that supplies are low. Upon receipt of notification, the contractor shall deliver the required supplies to the location designated by the ordering activity. The contractor shall ensure that the consumable supplies are delivered prior to the existing supply being 100% depleted.

Device toner/ink vessels are a mandatory supply to be included in the just-in-time delivery process. If other wear-and-tear consumable supplies are offered by the contractor as part of this process, it shall be clearly outlined as part of the BPA offer package. If additional supplies are to be included in the just-in-time delivery process, the contractor shall clearly outline its approach to educating the end user to facilitate installation of those supplies.

At the task order level, ordering activities may request contractor installation of consumable supplies to include toner and additional wear-and-tear components. If additional costs are to be incurred for contractor installation of consumable supplies, it should be clearly outlined in the contractor’s offer package. Contractor installation of consumable supplies included as part of the just-in-time delivery process may be considered optional, and may or may not be requested by the ordering activity at the task order level.

Deliverable Traditional Delivery of Consumable Supplies

In the “traditional delivery” model, supplies are be delivered to the specified destination location within three (3) to five (5) business days of receipt of the key operator initiated consumable request. The

Contractor shall also provide the ordering activity the option to have supplies delivered to the destination location within two (2) business days of receipt of the consumable request at an additional cost. Supplies shall be delivered to the designated locations listed by the ordering activity and coordinated by the key operator or designated ordering activity personnel.

TASK Maintenance and Repair Services Inclusive of “Wear and Tear” Components

At a minimum, the Contractor shall be responsible for maintaining all individual devices included in an

FA III and IV task order at an 85% monthly availability or monthly effectiveness level (MEL). The 85%

MEL shall apply to those devices not considered to be in remote or outside of the continental United

States (OCONUS) locations.

The MEL percentage shall be calculated as follows: Monthly effectiveness level percent = (total monthly production period in hours) minus (total number of device downtime hours over the monthly production period) divided by (total monthly production period in hours) times 100. The total monthly production period in hours shall be calculated by multiplying 8 hours per day times the number of working days in the month (weekend and Federal holidays excluded). The total number of device downtime hours over the monthly production period shall be calculated as the number of minutes the equipment was down

(unable to perform one or more of its specified functions) during the monthly production period, divided by 60.

Credit (MEL)

Failure of any device to achieve a monthly effectiveness level of 85% or higher shall entitle the

Government to unilaterally take credit against the monthly billing for that particular device. The credit shall be calculated as the difference between 100 percent and the achieved MEL percent times the equipment charge. In any month in which the MEL is less than 85%, the Government will not be responsible for paying any charge for lack of monthly volume.

Ordering activities are authorized to adjust the MEL, as well as official designation of required MEL’s for remote and OCONUS locations at the task order level.

All “wear and tear” parts and supplies that are required in order to ensure that the MEL requirements of this BPA are met shall be included in the maintenance agreement. Unless otherwise specified by the ordering activity, the Contractor shall affix identification/asset tracking labels to all devices being maintained by the Contractor. All labels shall clearly identify the Contractor’s name, device serial number, and toll free number that is to be ordered for service, training, supplies/consumables, and device support. This number shall not be an automated answering device. This number shall be available during normal business hours from 8:00 am to 5:00 pm with respect to the time zone in which the device is located. The identification/asset tracking label shall be clearly visible to the end users during normal operation of the device, and shall remain so throughout the duration of the maintenance agreement.

Unless otherwise specified by the ordering activity, the key operator will be the primary point of contact

(POC) regarding preventive maintenance, service orders, and re-ordered consumables.

The Contractor shall provide maintenance and repair service to all devices that, at a minimum, includes installation; IT and operational troubleshooting; service orders; preventive maintenance; repairs, including parts and labor; and network connectivity guidance throughout the term of each task order.

Additional requirements may be outlined at the task order level.

As recommended by manufacturer specifications, the Contractor shall provide annual service orders at no charge to the Government. The annual service orders are a preventive maintenance service provided to ensure devices are maintained in good working condition. Such preventive maintenance shall be in accordance with the manufacturer's recommendations and shall be equal to maintenance provided to commercial customers for comparable devices.

For any repair that requires a device to be taken off site, the hard drives must be removed and left with the ordering activity. No hard drives will be permitted to leave the site once a device has been delivered and installed. Once a device is repaired, the hard drive shall be re-installed, and the device restored to normal working order without additional cost.

The contractor shall repair all devices covered under an FA III and IV task order, and restore them to fully operational condition no longer than sixteen (16) working hours after receipt of request for the service call. If the original device(s) is not repaired within seven (7) calendar days, the Contractor shall work with the ordering activity to identify an acceptable resolution unless otherwise required at the task order level.

If a device" cannot be restored to its fully operational condition, the Contractor shall work with the ordering activity to identify a substitute device that can be operational no longer than eight (8) business days after the service response, at no additional cost to the Government.

Deliverable Traditional Dispatching of Service Technicians

For notifications provided to the contractor resulting in the need for on-site service, the Contractor shall dispatch a technician and ensure on-site arrival within six (6) business hours of receipt of notification.

Notifications received after normal hours of operation shall begin the following business day at 8:00 am.

After the service order is completed, the service technician shall notify the key operator about whether or not service was completed satisfactory. The Contractor may be required to interact with personnel that provide IT help desk support.

Dispatching of Service Technicians

As requested by the ordering activity at the task order level, the contractor may be required to implement a solution for automated dispatching of service technicians. “Automated dispatching” is defined as a process where service calls requiring onsite support will automatically be routed to the contractor, without notification from the ordering activity.

For service notifications requiring onsite support, the Contractor shall dispatch a technician and ensure onsite arrival within six (6) hours to respond to all devices included in an FA III and FA IV task order.

Response time on a service order begins when notification is provided to the contractor indication that service is required. Notifications received after normal hours of operation shall begin the following business day at 8:00 am. After the service order is completed, the service technician shall notify the key operator about whether or not service was completed satisfactory. If the original device is not repaired within seven (7) calendar days, the Contractor shall work with the ordering activity to identify an acceptable resolution unless otherwise required at the task order level.

For any repair that requires a device to be taken off site, the hard drives must be removed and left with the ordering activity. No hard drives will be permitted to leave the site once a device has been delivered and installed. Once a device is repaired, the hard drive shall be re-installed, and the device restored to normal working order without additional cost.

Enhanced Ordering Activity Service Level Agreement

Optional Call routing services

Contractors shall be prepared to provide optional call routing services that are designed to seamlessly integrate with existing maintenance/service agreements in place with existing service providers.

Under a call routing solution, the FSSI BPA contractor will become the primary contact point for receiving service requests made on existing equipment. The FSSI BPA contractor will in turn relay the service request to the service provider responsible for maintaining/supplying the device in question.

At the task order level, the ordering activity will be responsible for identifying all devices for which the

FSSI BPA contractor will be providing call routing services. All contact information and necessary device identifiers such as device ID’s and serial numbers must be provided to enable successful interaction between the FSSI BPA holder and the existing service provider.

FSSI BPA contractors should be prepared to provide call routing services using their DCA as a possible means of monitoring and messaging, as well as a traditional method of affixing an identification label to the device outlining the phone number(s) to be called for supplies and service.

The FSSI BPA contractor will not be placing orders or obligating the Government to obtain supplies and services that have not been previously contracted for and funded. Rather, they will merely relay the service request from the end user to the service provider. The existing processes and procedures for maintaining service level standards for maintenance/service agreement that are already in place will remain unchanged.

Optional Software Based Service Solutions

The contractor may propose a plan for offering additional fleet management software, rules-based printing software, and optimization software. The offer must include a description of the proposed software and the data management services performed in conjunction with each software package.

COST PER IMPRESSION PRICE CLASSIFICATION TABLE

Price quotations for the management of device under Functional Area III should follow the following format. Quotations are being requested from Schedule 36, SIN 51-500, Managed Print Services, and SIN

51-501, Fleet Assessment.

Contractors should submit a cost per impression rate calculated from their underlying awarded Schedule prices. All offers must include the underlying Schedule contract and a rationale for how the cost per impression price was converted from Schedule. Offerors that do not clearly demonstrate how the awarded

Schedule price was converted into a cost per impression BPA ceiling price will be deemed non-responsive and may be excluded from consideration for award without further discussions.

Identify the price for all native models to be managed at the Basic Service Level defined in the Statement of Work using the following format: black and white price per image, color price per image, model, the environmental conditions that must exist for the device to be considered “low risk” using table 1.0.

Explicitly identify organizational conditions that are contingent on the contractor’s most competitive price quote in the column entitled “Low Risk”.

TABLE 1.0 Most favorable ceiling price by device for low risk conditions

OEM

Native

Copier

Based

Product

Line

Consumable

Supplies and

Wear and Tear

Parts

Per Image (1)

B&W/Color

Pooled

Discount (Add tiers with a new column)

Basic Managed

Service IAW

BPA SLA Per

Image (1)

Enhanced Service IAW

BPA SLA (Itemize price increase with a new column) Per Image (1)

Low

Risk

Assume the following conditions in the low risk environment. * GSA is soliciting input during the Pre-

RFQ phase on variables impacting risk levels.

● Devices either are connected to a network or are capable of being connected

● Devices are operating within recommended monthly duty cycles

● Devices are in fully operational condition and have not exhibited failures or maintenance requests outside of normal operating ranges

● Devices are utilized within recommended monthly duty cycles

● In-depth fleet assessment data is provided to the contractor

● Proposed DCA and LCA will be reviewed and accepted by the ordering activity

● Existing devices can be effectively monitored through the use of a DCA and/or LCA

● All IT requirements, including network architecture and configuration will be disclosed during the ordering process

Following the low risk ceiling quote, identify additional risk constraints that will raise the price of managing the device along with a corresponding price increase. Identify all risk constraints using the format in Table 2.0 below:

TABLE 2.0 Price Increases for Additional Risk

Risk Constraint Product Line Corresponding Price Per Image Ceiling Increase

TABLE 3.0 Printer Management

Printer

Based

Design

Proposed

Product

Line

Consumable

Supplies and Wear and Tear

Components

Per Image (1)

B&W/Color

Pooled

Discount (Add tiers with a new column)

Basic Managed

Service IAW

BPA SLA Per

Image (1)

Enhanced Service IAW

BPA SLA (Itemize price increase with a new column) Per Image (1)

Low

Risk

TABLE 4.0 Coordinating Services

For enhanced Managed Services that are not directly associated with a managed device, the contractor should quote a firm-fixed rate derived from the contractor’s underlying Schedule contract.

Services Optional Software Based

Solutions

Schedule Price

Blanket Purchase Agreement

Quote

Ordering Activity Instructions

An Ordering Activity may utilize one of the following three options to gather fleet inventory information:

Option 1: For requirements where the ordering activity has conducted their own inventory creation in such a fashion that has resulted in the collection of the required data for each device being incorporated into the task order, that information should be clearly presented to the potential Offerors as part of the task order RFQ process. Devices being incorporated into the FA III task order without the required data provided may be considered by the Offerors to be “High Risk” devices, and may result in higher costs to manage. The Print Management Office recommends Ordering Activities utilize software data collection solutions to collect information on owned devices connected to the network and existing inventory information on non-networked devices.

The data elements the Ordering Activity must incorporate into their RFQ are described in Appendix D, Ordering Activity Inventory State, Functional Area III elements, and Functional Area IV elements.* The government is soliciting feedback pre-RFQ on the minimum level of detail required to be included with an

RFQ when an agency has conducted an internal assessment.

Option 2: The Ordering Activity may allow contractors access to their imaging fleet to collect inventory information prior to submitting an offer in response to an RFQ through a “site visit” option... If option two is selected, the Ordering Activity should define the scope of the inventory and prepare for multiple

Offerors to request access to its fleet data, and ensure that all contractors have equal access to the inventory data.

Option 3: Option 3 is a two-phased approach. A phase I firm-fixed or labor hour rate quote will be submitted for the creation of a device inventory. The data gathered will correspond to the elements in

Appendix D. The Ordering Activity will define the organizational boundaries of the inventory. Phase II price quotes will not exceed the maximum BPA price established for each pre-established risk factor.

After phase I is complete, the government may elect to utilize performance-based management techniques that incentivize the contractor to meet performance objectives and reduce operating costs from BPA ceiling prices.