HFP MFD SOW Support and Maintenance.doc

HFP Printer Support and Maintenance HFP Printer Support and Maintenance

Statement of Work Title: HFP Multifunctional Device (MFD) Support and Maintenance

I. Purpose

To obtain a hardware maintenance and onsite support contract for the FDA Human Foods Program Multi-Functional Devices (MFD) to provide printed/photocopied/scanned documents to FDA/HFP staff.

II. Background

The FDA Human Foods Program (HFP) is seeking to continue a maintenance agreement and obtain on-site support for current Konica Minolta (KM) Bizhub ‘4 and 8’ model MFD and new Konica Minolta Bizhub ‘0’ model MFDs between six HFP building locations. We are seeking a contractor with the manufacturer's specifications to include a base plus one option year. These MFDs are utilized in offices with high volume needs regarding the size and number of photocopies/prints/scans required for various document types. Due to budget cuts, HFP decreased MFD coverage in FY2025 under a one-year maintenance contract (NNG15SD39B) awarded in 2025. Coverage will now cover MFDs for up to 46 machines.

III. Objectives

The focus of the effort is the following:

· Provide Full-Service Maintenance for up to 45 KM models

· Provide remote and onsite Operational Support The services will be completed across 4 local locations and 2 field locations:

CPK1 - College Park, MD

CPK2 - College Park, MD

Ammendale – Beltsville, MD

MOD1 - Laurel, MD

Dauphin Island - Dauphin Island, Alabama Moffett - Bedford, Illinois IV. Scope

The Contractor will be required to perform all technical oversight, management, and maintenance of up to 45 total MFDs with close coordination with the COR.

V. Specific Tasks Task 1 – MFD Maintenance

The contractor shall:

· Be an authorized reseller or by OEM-certified technicians of the MFDs

· Have the capability to service MFDs as part of the Network Infrastructure with “PIV functionality

· Be a Konica Minolta authorized service provider:

· Contractor must be able to service all KM mainframe units, all attached accessories including support of network interface cards and internal servers and has access to the latest service updates, technical bulletins, software and firmware updates.

· Provide all new OEM-certified parts for use with the device. OEM-certified parts may be used if the OEM has an explicit publicly available written policy allowing the specific refurbished part, and such use does not void or otherwise invalidate the OEM’s warranty. No “grey- market” parts are allowed.

· Include the maintenance in the total list price for newly purchased MFDs Full Service Flat Rate Maintenance for MFD The Contractor shall:

· Provide full service flat rate maintenance for KM Bizhub ‘0’ model

· Provide as needed full-service maintenance for KM Bizhub ‘4 & 8’ models

· Service for an estimated monthly usage based on 6000 black & white per machine 2000 color copies per month per machine

· Provide the necessary service, labor, travel costs and all consumable supplies (except paper) to all HFP devices during the performance of the contract.

· Be held responsible for the cost of any repairs caused by negligence and abuse on his/her part.

· Perform all workmanship to be acceptable to industry standards and quality and must be immediately rectified at no additional cost to the Government upon notification of non-acceptability by the Government.

· Perform Preventative Maintenance (PM) inspections (every 6 months) and provide PM checklists and service reports upon request.

· Notify the COR at least forty-eight hours in advance of making PM inspections.

· Provide estimate turnaround time to repair equipment where a replacement part must be specially ordered.

· Contact the POC for each location when services are to be provided so that the contractor personnel can be escorted while at the facility; if the contractor is badged then inform the COR/POC for awareness when services are being provided

· Provide services during the normal hours of operations between 8:00am-4:30pm local time. No work must be performed on Saturday, Sunday, Federal Holidays or any day that the facility is closed.

· Provide all work on premises unless specifically authorized.

· Remove all used consumables and other waste from the service or installation visit and properly dispose of the items.

· Provide manufacturer approved parts (OEM), phone support, and labor

· Provision of support must not impede equipment function or void any warranties/ guarantees that may remain on the equipment.

· Provide a certified and authorized manufacturer.

Service Level Agreements (SLA’s)

The contractor shall provide the following service level agreements for all HFP KM Bizhub models:

· Company must be located in the DC Metropolitan area; local certified authorized Konica Minolta OEM technicians must be employees not contractors.

· Direct provider organization headquartered in the DC Metro Area. Regional Support fully available.

· Due to the size and scope of this requirement, the organization will have an inventory of parts necessary to support the MFD. If a part is not in inventory, the part will be able to be ordered and shipped within 24 hours.

· Ability to digitally enter service calls, submit meter readings, order supplies and allow access to view complete service history on any MFD system/ no intrusion to network (24/7 real time capability).

· Global Client Services software must be available for dashboard capabilities to monitor MFDs .

· Contractor must provide new firmware software updates whenever they are introduced and ensure customer has the most current updates. Customer software updates are to be made completely and comprehensively. This must be managed by an Authorized Services System Engineer only

· Contractor must provide Loaners. The replacement/loaner model must be equal or greater in capabilities to the one that is being replaced

· Contractor must support the Lemon Law/ to replace any MFD that is (determined to not meet the minimum performance standards as agreed upon by customer and the vendor) not able to meet technical standard

· Emergency response Time Report that lists overall % of non-routine response times of 24 hours or less. Supporting documentation to be provided upon request.

· Quality Control: The Contractor shall be solely responsible for the quality and control of work. All work, service and maintenance, shall be performed per the manufacturer’s specifications is to be warranted for a period of 1 year from the date of final acceptance by the government

Task 2 – Operational Support The contractor shall provide part-time on-site operations support for all HFP KM Bizhub devices.

· Monitor OM Printer Action mailbox for staff MFD issues; respond to issues in a timely manner; provide a solution and take necessary action to resolve issues. Follow up with end user to provide update, ensure issue was resolved, or action was taken

· Submit supply request via online ordering system for six HFP locations. Ensure supplies are delivered to correct location and POC of the location is notified to pick up

· Submit service request via online service request system for six HFP locations. Coordinate scheduling and arrival of technician to building; follow up on open work orders to closure

· Submit an FDA IT Helpdesk request for network issues; work with FDA IT technician to resolve issues; follow up on open requests

· Maintain MFD issue and inventory log; maintain supplies inventory log

· Coordinate with facilities for any printer that needs surplusing; update printer inventory once surplused

· Coordinate with facilities for any printer deliveries; update printer inventory once surplused

· Meet with COR and provide a monthly report summarizing the printer portfolio; escalate issues to COR if cannot be resolved in a timely manner

· Run quarterly Volume Analysis Report

· Maintain printer related documents on SharePoint

· Check printers weekly for display notifications or errors and submit service request if necessary

· Ensure that test copies, scans, and prints are performed weekly at CPK1 and CPK2 as a preventative measure to identify issues before staff

· Monitor low toner notifications; Replace toner when depleted

· Remove waste buckets when full and replace with new one

· Replenish paper trays and request more paper from facilities when running low

· Escort service technician through buildings once scheduled for service

· The resource shall be required to provide weekly reports to the COR for onsite and remote repair statistics across all 6 building locations. The resource will be required to perform monthly meter readings on behalf of the COR for submission and tracking.

VI. Deliverables

· Issue Resolution Documentation

· Documented responses to all OM Printer Action mailbox requests with timestamps showing timely response

· Resolution records for each printer issue including actions taken

· End-user follow-up confirmations demonstrating closure of issues

· Supply Management Records

· Completed vendor supply request forms for all six HFP locations

· Delivery confirmation records showing supplies reached correct locations

· Point of Contact (POC) notification confirmations for each delivery

· Service Request Documentation

· Completed vendor service request forms for all six HFP locations

· Technician scheduling coordination records

· Work order tracking logs with status updates and closure documentation

· IT Support Coordination Records

· FDA IT Helpdesk ticket submissions for network-related printer issues

· Collaboration documentation with FDA IT technicians

· Status tracking for open IT requests

· Inventory and Tracking Systems

· Current printer issue log (updated regularly)

· Comprehensive printer inventory database

· Printer supplies inventory with stock levels

· Asset Disposition Records

· Facilities coordination documentation for surplus printers

· Updated printer inventory reflecting surplused equipment

· Monthly Reporting Package

· Monthly summary reports of printer portfolio status

· Meeting documentation with Contracting Officer's Representative (COR)

· Escalation records for unresolved issues requiring COR attention

· Quarterly Analytics

· Quarterly Volume Analysis Reports

· Document Repository

· Maintained SharePoint site with all printer-related documentation organized and current

· Weekly Printer Inspection Reports

· Weekly inspection log documenting all printers checked, any display notifications or errors identified, and vendor notifications sent

· This should include printer ID/location, date of inspection, status (operational/error), error details if applicable, and vendor contact information with date/time of notification

· Weekly MFD Testing Documentation

· Weekly test log for CPK1 and CPK2 locations showing completion of test copies, scans, and prints

· Documentation should confirm each function (copy/scan/print) was tested successfully and note any performance issues or failures

· Toner Management Records

· Toner monitoring and replacement log tracking low toner alerts and replacement actions

· Should include printer location, toner level at time of alert, date of replacement, and toner cartridge information (model/serial number)

· Waste Bucket Maintenance Log

· Waste bucket removal and replacement tracking document

· Record should show printer location, date of removal, disposal method, and confirmation of new bucket installation

· Service Technician Escort Documentation

· Service visit log recording all technician escorts and service activities

· Document should capture service date, technician name/company, buildings accessed, work performed, and completion status

Daily

As Necessary

Monthly

Quarterly

Daily

Contract Type

The contract will be a Labor Hour (LH) and Time and Materials (T&M) type contract in the base year. The contract will be Labor Hour (LH) and Firm Fixed Price in the option year. In the option year, the option to increase quantities of the devices associated with the KM maintenance agreement and the option to increase the number of operational support hours should the COR deem necessary will be available. Time and Materials service is fluid whereby only the KM MFDs designated by the FDA will be serviced. This is an hourly based program whereby the COR designates which MFD needs services. We would like to utilize the same contractor for the support and maintenance effort that is being used for HFP’s Konica Minolta MFD new purchase effort (ALP# HFP-2026-133733). It's in our best interest to maintain consistency, decrease variability, and ensure the same level of service by using the same contractor with the same expertise to perform the perspective duties.

Government-Furnished Property, Material, Equipment, or Information (GFP, GFM, GFE, or GFI) The support resource will need access to an FDA laptop using a government issued PIV card. The resource will need access to following FDA buildings:

CPK1 – College Park, MD

CPK2 – College Park, MD

Ammendale – Beltsville, MD

MOD1 -- Laurel, MD

Dauphin Island – Dauphin Island, Alabama

Moffett – Bedford, Illinois VII. Contractor Provided Special Material Requirements

There are no special material requirements in the performance of the service.

Security

There are no unique security requirements associated with contract performance.

The security level required to support the effort is as follows:

Public Trust Positions (Level 5 or 6) – Positions where a contractor employee has access to Government sensitive information or access to the FDA’s network and require undergoing the badging process.

The Contractor will have badge access to local buildings CPK1 and CPK2, MOD1, and Ammendale buildings.

VIII. Travel

The onsite resource will be stationed at CPK1 and will travel weekly to local buildings in College Park, MD (CPK1, CPK2), Laurel, MD (MOD1), and Beltsville, MD (Ammendale) to execute the contract/TO. The onsite resource will not travel to Bedford Park, IL (Moffett) and Dauphin Island, Alabama (DI) locations but will service these locations remotely and will schedule an authorized Certified trained OEM Konica Hardware Technician located in that area if need be.

VIIII.

Section 508 Compliance

Section 508 of the Rehabilitation Act of 1973 (29. U.S.C. 794d), as amended by the Workforce Investment Act 1998, requires that all electronic and information technology (EIT) products and services developed, acquired, maintained, or used under this award must comply with the “Electronic and Information Technology Accessibility Provisions” set forth by the Architectural and Transportation Barriers Compliance Board (also referred to as the “Access Board”) in 36 CFR part 1194. Information about Section 508 is available at http://www.access-board.gov/guidelines-andstandards/commications-and-it/about-the-section-508-standards. This requirement is shall comply with the following standards.

· E101.2 Equivalent Facilitation (Appendix A, Application and Scoping Requirements)

· E203 Access to Functionality (Appendix A, Application and Scoping Requirements)

· E204 Functional Performance (Appendix A, Application and Scoping Requirements)

· E205 Electronic Content (Appendix A, Application and Scoping Requirements)

· 302 Functional Performance (Appendix C, Functional Performance Criteria and Technical Requirements)

· Electronic content must be accessible to HHS acceptance criteria. Checklist for various formats are available at http://508.hhs.gov/, or from the Section 508 Coordinator listed a https://www.hhs.gov/web/section-508/additional-resources/section-508-contacts/index.html. Materials that are final items for delivery should be accompanied by the appropriate checklist, except up approval of the Contract Officer or Representative.

· E207 Software (Appendix A, Application and Scoping Requirements)

· E208 Support Documentation and Services (Appendix A, Application and Scoping Requirements)

· Chapter 5 Software (Appendix C, Functional Performance Criteria and Technical Requirements)

· Chapter 6 Support Documentation and Services (Appendix C, Functional Performance Criteria and Technical Requirements) All EIT must meet the applicable accessibility standards at 36 CFR 1194, unless an agency exception to this requirement exists. 36 CFR 1194 implements Section 508 of the Rehabilitation Act of 1973, as amended, and is viewable at: https://www.section508.gov/.

X. Place of Performance

CPK1: Food and Drug Administration

Center for Food Safety and Applied Nutrition

5001 Campus Drive

College Park, MD 20740

POC: Latoya Hyson, 240-402-1402 CPK2: Food and Drug Administration

Center for Food Safety and Applied Nutrition

4300 River Road

College Park, MD 20740

POC: Latoya Hyson, 240-402-1402

DI:

Food and Drug Administration

Center for Food Safety and Applied Nutrition

One Iberville Drive

Dauphin Island, AL

POC: Jennifer Hooe-Rollman, (251) 406-8133

MOD1:

Food and Drug Administration

Center for Food Safety and Applied Nutrition

8301 Muirkirk Road

Laurel, MD

POC: Bennie Vaughn (240) 402-3400

MOFFETT:

Food and Drug Administration

Center for Food Safety and Applied Nutrition

6502 South Archer Road

Bedford Park, IL, 60501

POC: Karl Reineke, (708) 924-0634 Ammendale:

Food and Drug Administration

Center for Food Safety and Applied Nutrition

5901-1 Ammendale Road

Beltsville, MD

POC: Jay McClain, (240) 402-3742 Period of Performance

Base Year 7/13/2026 to 7/12/2027 Option Year 1 7/13/2027 to 7/12/2028

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