Attachment_1_-_EMPS_-_PWS_-_2018.07.17__v6__FINAL.pdf

PERFORMANCE WORK STATEMENT (PWS)

Joint Service Provider (JSP)

Information Technology Support Services – Enterprise Managed Print Services (EMPS)

17 July 2018

PART 1

GENERAL INFORMATION

1. GENERAL: This is a non-personal services contract to provide Information Technology (IT) Support Services – Enterprise Managed Print Services (EMPS). The Government shall not exercise any supervision or control over the contract service providers performing the services herein. Such contract service providers shall be accountable solely to the Prime Contractor who, in turn is responsible to the

Government.

1.1. Description of Services/Introduction: The Contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items and non-personal services necessary to perform IT Support Services – EMPS as defined in this PWS except for those items specified as Government-furnished property and services. The Contractor shall perform to the standards in this contract.

1.2. Background: On 1 May 2015, the Deputy Secretary of Defense approved aligning IT services in the

Pentagon and the National Capital Region (NCR) to a “Joint Information Technology Single Service Provider – Pentagon,” hereafter referred to as the Joint Service Provider (JSP) under the operational control of the Defense Information Systems Agency (DISA).The JSP is dedicated to helping supported organizations achieve mission success by providing secure, robust, reliable, and state-of-the-art enterprise

IT solutions. The JSP service offerings are intended to meet both mission requirements and provide the most effective and efficient IT services available to its supported customer base. The JSP’s experienced team of Service Representatives, Engineers, and Customer Relationship Managers are dedicated to delivering outstanding service.

1.2.1. The JSP provides a full range of IT products, services, solutions and customer support to the OSD 4th

Estate offices (to meet mission and business requirements. The JSP also provides advice and assistance to senior managers to ensure IT and information resources are managed in a manner that implements

Department of Defense (DOD) policies, procedures established priorities.

1.2.2. The JSP collects and synthesizes data and supplies analytical tools to assist in the creation of accurate forecasts. The JSP conducts major IT program reviews for customers to assess mission critical impacts and changes in DOD strategic direction. The organization collects, manages, stores, controls and monitors its customers’ data to ensure integrity and protection. The JSP also supports the transactional business of its customers through case management, analytics and business intelligence systems, and tools in support of the human resources, financial, facilities, adjudication, and contract management services. To support its mission, audits and assessments are conducted to assess compliance with existing laws and policies. As an enterprise operation, JSP has opportunities to improve the quality, timeliness, and cost of services. The organization is currently challenged by an increasing amount of complexity stemming from process gaps, contract ambiguity, rapid technology evolution, political management structure, and geography. This complexity is further compounded by the continually evolving enterprise environment. Changes related to customer demands, department IT strategy, security threats, and technological capabilities or challenges are frequent and disruptive. It is within this context that the JSP must maintain an agile support organization for over 40,890 customers (including 28 Presidential Appointees needing Senate confirmation (PAS) based on the United States Government Policy and Supporting Positions publication (i.e. the Plum Book), hundreds of Senior Executive Service (SES) leaders, and Flag and General Officers) with unique requirements across four primary networks, supporting approximately 75,000 assets, 97 locations, and 98 mission-specific applications. The majority of assets are at the Pentagon and other Government-leased facilities in the NCR as well as some in Hampton Roads, Virginia.

1.2.3. JSP Organization: The JSP is responsible for the installation, operation, and maintenance of the enterprise infrastructure. The JSP is organized into service centers, divisions, and branches. The JSP is comprised of the following five (5) functionally-aligned organizational centers:

1.2.3.1. Business Resource Center (BRC): The BRC provides timely, accurate, and compliant human and financial resources in support of the JSP mission; furthermore, the BRC provides acquisition and asset management support for the JSP.

1.2.3.2. Cyber Security Center (CSC): The CSC provides security services for Pentagon customers and their assets. These recognized assets are located physically within the Pentagon and various NCR locations.

Information Assurance (IA) and Mission Assurance Directorate addresses a variety of security issues, including security architecture design, security policy, security incident response, and security management of JSP equipment and personnel. The CSC ensures the integrity, confidentiality, and attribution of all information accessed whenever and wherever needed.

1.2.3.3. Customer Service Center: The Customer Service Center provides dependable IT services for Pentagon and NCR customers through responsive and timely resolutions that capitalizes on innovative technologies. The Customer Service Center is comprised of six (6) divisions.

(1) External Customer Support

(2) Tier I Service Desk

(3) Tier II Desktop Support

(4) Video Conference (VTC) Services

(5) Customer Engagement

(6) Very Important Person (VIP) Services

1.2.3.3.1. The Customer Service Center provides unclassified and classified (Secret) enterprise computing, backup, storage and facility infrastructure management in support of all components of the Pentagon Community and application hosting for customers worldwide. Data Center Infrastructure consists of mainframe and open systems platforms. Data Center Services manages storage, fiber channel connectivity and application failover for tenants to ensure that their command, control, and continuity of business applications can be supported regardless of the operational state of the Pentagon and the Pentagon's IT resources. As the JSP’s enterprise-wide user-facing group, the Customer Service Center’s functions includes the following:

(1) Tier I Call Center Support

(2) Tier II Deskside and Remote Support

(3) User Account Management

(4) Desktop Services

(5) Wireless/Mobile Device Support

(6) Very Important People VIP Support

(7) Enterprise Managed Print Services

(8) Customer Relations Management

(9) Strategic Communications

(10) End User Training

(11) VTC and Cable Television

1.2.3.4. Architecture, Configuration, Engineering, and Solutions (ACES) Center: The ACES Center provides guidance and develops strategies to modernize and advance the JSP. The ACES Center assists with providing customers with the best possible, most effective, and most efficient enterprise processes and solutions. The ACES Center is responsible for technology standards, technical architecture, thought leadership, and the enterprise laboratory. It operates and maintains the JSP test environments well as maintains an ongoing analysis of the current and desired end-state of the JSP.

1.2.3.5. Enterprise Services Center (ESC): The ESC ensures the JSP network functions effectively and efficiently to support the JSP mission. Other major roles of the ESC include infrastructure engineering, developing budgets for technical submissions (rough order of magnitudes (ROMs), costs, spend plans, business case analyses, etc.) and leading lifecycle management planning.

1.2.3.5.1. Hampton Roads (HR): HR has two main campuses, one in Norfolk and one in Suffolk, and primarily supports the Joint Staff (JS) customers in those locations. HR hosts local services for system best not provided over the Wide Area Network. These services include Virtual Desktop Infrastructure, Storage Systems, print, authentication, and patch distribution. There is a service desk located at each location.

1.3. Objectives: The overall objective of this acquisition is to provide a seamless cost effective operational support for specific enterprise managed print services capability.

1.3.1. A supporting objective is to also understand the current operating environment of the JSP and to leverage mature capabilities and industry best practices to improve efficiency and reduce complexity in order to enhance the JSP’s IT support services. Overall objectives include adapting and implementing the following:

(1) Customer Fulfillment: Meet customer needs through exceptional customer service and effective IT solutions that are consistent, flexible, and timely.

(2) Customer Trust: Strengthen organizational integrity by improving service reliability through the proactive identification and resolution of potential problems allowing customers to count on consistent, high-quality service.

(3) Agility: Establish and maintain a scalable and flexible IT capability that quickly and effectively adapts to the dynamic JSP environment without disrupting the customer.

(4) Leadership: Deliver effective IT management and support capabilities by using a Systems Engineering discipline, innovative approaches, and exceptional problem-solving skills to identify, troubleshoot and resolve customer challenges.

(5) Maturity: Improve the formality and optimization of JSP’s processes in order to better manage quality, risk and the knowledge base.

(6) Interoperability: Reduce operational complexity within the JSP environment and eliminate barriers that impede information sharing to improve support for JSP’s cross-organizational, segmented and geographically diverse customer base.

1.3.2. The JSP seeks to deliver responsive IT services and support to its customers in the most efficient manner possible. As the centralized IT service provider, the JSP can bring to bear its full capability to realize its vision to “be the creative catalyst for solutions that guarantee mission success.” To achieve this state, JSP applies the following five strategies to all of its business operations: (1) Reduce Complexity; (2) Sustainment; (3) Rapid Provisioning; (4) Enable the Enterprise; and (5) Improve Security.

1.4. Scope: The Contractor shall provide the following types of IT Services and Support to include the following:

(1) Customer very important person (VIP) support

(2) General customer support

(3) Management services

(4) Maintenance

(5) Supplies

(6) Relocations

(7) Deployments

(8) Onboarding

1.4.1. JSP Operational Environment: The JSP provides service on the USER and/or Resource domain to approximately 30,000 Non-Classified Internet Protocol Router Network (NIPRNet) and 7,500 Secret Internet Protocol Router Network (SIPRNet) end-user workstations. These workstations are in the process of being migrated from Windows 7 SP1 to Windows 10. The domain is also inclusive of approximately 1450 iPads/iPhones, 225 Android devices, and approximately 6,500 mobile devices, and 54 DOD Mobility

Classified Capability (DMCC) devices. The print environment consist of approximately 1,900 multi-

1.6. General Information:

1.6.1. Program Management: The Contractor for this award is responsible for ensuring all Contractor and subcontractor personnel are responsive and capable of meeting all applicable deliverables. The Government expects the Contractor to direct and prioritize all actions in support of this PWS. The Contractor shall ensure their proposal clarifies the management structure.

1.6.1.1. Award Management: The Contractor shall be responsible for ensuring all reports, metrics, and analyses are available and quantify that the required deliverables have been achieved.

1.6.1.2. Program Administrative/Financial Status Report: The Contractor shall manage and perform all activities related to this award up to the point of completing the transition-out. The Contractor shall provide and manage resources to execute tasks and produce deliverables as defined in this PWS. The Contractor shall be responsible for providing, managing, and overseeing its personnel as well as any subcontractor efforts used in performance of this PWS. The Contractor shall be responsible for providing the Government with accurate and timely statuses regarding tasks and performance on this PWS. The Contractor shall document processes for onboarding new employees through its processes and Government processes in order to ensure timely onboarding of personnel.

1.6.1.3. Monthly In-Progress Review (IPR): The Contractor shall provide a monthly IPR in order to inform the Government on the overall status of the service being provided by the Contractor. The Lead Program

Manager shall plan, schedule, and conduct monthly IPRs to fully demonstrate to the Government that they have met or exceeded all deliverables of this PWS. The IPR shall not exceed three hours, and it shall be comprehensive in nature and not provide ambiguous comments. All deliverables shall be quantifiable and traceable. The Program Manager shall be expected to develop processes and procedures to demonstrate successful performance of all deliverables. The briefing format shall use Microsoft PowerPoint for efficient representation of information. The detailed deliverable products called out in the performance requirements shall be reviewed with directed Government team leads prior to the briefing. This stepped approach shall provide for appropriate and efficient review of all deliverables.

1.6.1.3.1. For the IPR, the Contractor shall, at minimum:

(1) Provide weekly and monthly reports requested in this contract that substantiate the work the

Contractor has performed.

(2) Provide a senior leader briefing that accurately summarizes the current state of contract operations.

(3) Provide an ODC cost update.

(4) Provide a schedule update on activities.

(5) Provide an update on accomplishments.

(6) Provide an update on the status of challenges to the contract performance.

(7) Provide a verifiable metrics update that supports the achievement of the JSP’s performance metrics as identified in Technical Exhibit 1.

(8) Provide overall project and contract risks.

(9) Provide an overall update of project work upcoming in the next thirty (30) to ninety (90) days.

(10) Post all IPR briefings to a Contractor-designated SharePoint site on the JSP portal.

(11) Conduct reviews of deliverables with Government team leads in all task areas not less than three business days prior to the overarching Monthly Performance Review.

(12) Conduct IPRs at the team level.

1.6.2. Quality Control: The Contractor shall develop and maintain an effective quality control program to ensure services are performed in accordance with this PWS. The Contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The Contractor’s Quality

Control Program (QCP) is the means by which the Contractor assures itself that its work complies with the requirement of the contract. The QCP shall be delivered via electronic mail within thirty (30) days of contract award. Amendments/changes to the QCP shall be delivered to the Contracting Officer’s Representative (COR) and Contracting Officer (KO) within three (3) business days following any change.

access to government buildings and computers prior to such an absence. The Contractor must provide the replacement employee within 30 days of the standing employee’s notice of an anticipated absence greater than 10 ten (10) consecutive workdays. ” When hiring personnel, the Contractor shall keep in mind that the stability and continuity of the workforce are essential.

1.6.5.2. Contingency Operations and Contingency Plan: The Contractor shall provide after award a plan per Defense Federal Acquisition Regulation Supplement (DFARS) 252.237-7023 to perform EMPS support, which have been determined to be essential contractor services, in support of mission-essential functions. If the Government is closed due to weather, then staffing should implement their inclement weather plans to ensure the delivery of the support outlined in this PWS.

1.6.6. Place of Performance: The primary place of performance is in the NCR. The primary duty location is the Pentagon, Mark Center, and the JSP warehouse in Springfield. Individual Contractor personnel may be designated as essential personnel to support contingency operations at alternate Government locations during actual emergencies and emergency exercises. This contract does not provide onsite support to

Hampton Roads, VA.

1.6.6.1. The Contractor shall provide daily services at the following locations:

(1) Crystal City – Arlington, VA

(2) Mark Center – Alexandria, VA

(3) Pentagon – Arlington, VA

(4) Ft. Myer, VA

(5) Fort Belvoir, VA

(6) Fort Meade, MD

(7) Rhode Island

(8) Other Government sites within the NCR as defined in 10 U.S.C. 2674, “Operation and control of

Pentagon Reservation and defense facilities in National Capital Region”

(9) GO/VIP Quarters within the NCR

(10) COOP sites inside and outside the NCR (COOP Site (J), L, M, R, and Z, as required; Contractor or Contractor employee’s premises, as permitted by the Government on a case by case basis (COOP locations shall be identified after contract award)

(11) Other Government-approved sites which may require remote access or remote support on a case by case basis

1.6.6.2. Alternate Place of Performance – Contingency Only: As determined by the Government, the Contractor employees may be required to work at an alternate place of performance (e.g. home, Contractor’s facility, or another approved activity within the local travel area) in cases of unforeseen conditions or contingencies (e.g. pandemic conditions, exercises, Government closure due to inclement weather, etc.). Non-emergency/non-essential Contractor personnel should not report to a closed Government facility. The Contractor shall prepare all deliverables and other contract documentation utilizing Contractor resources. To the extent possible, the Contractor shall use best efforts to provide the same level of support as stated in the PWS.

1.6.6.3. EMPS Continuity of Operations (COOP) and Disaster Recovery (DR): The Contractor shall support JSP COOP execution to ensure the continuity of all mission critical services provided under this contract in the event of an emergency impacting normal support. Situations that have occurred in the past are generally weather related that limit the operation of Government facilities. During these periods, the staff operates predominantly via telework. Some personnel are required to report to duty locations;

therefore, technician support on-site may be required. In support of EMPS COOP and DR, the Contractor shall:

(1) Identify and document Contractor staff and their roles and responsibilities that will support the mission during emergency situations.

(2) Upon request of Government, provide 100% personnel accountability status of contract staff at any time, including throughout the duration of any emergency.

Company name, address, telephone number, assigned CAGE Code, facility clearance

CAGE CODE

Contract/Order Number

Name, SSN, date and place of birth, and citizenship of the employee intending to visit

Certification of personnel security clearance and any special access authorizations required for the visit (type of investigation & date, adjudication date & agency, and IT access level)

Name of COR/Alt COR

Dates or period the VAL is to be valid

1.6.7.4. Security Contacts: DISA Security Personnel can be contacted for Industrial or Personnel Security related issues at (301) 225-1235 or via email at:

Defense Information Systems Agency Defense Information Systems Agency ATTN: MP61, Industrial Security ATTN: MP62, Personnel Security

Command Building Command Building 6910 Cooper Ave 6910 Cooper Ave

Fort Meade, MD 20755-7088 Fort Meade, MD 20755-7088

For Center or Directorate-specific security related matters, contact the Directorate or Center Security Manager at:

Security Manager Contact Information:

Name: Reginald Ellison, JSP Security Manager Phone Number: (571) 372-5075

E-mail: reginald.r.ellison.civ@mail.mil

1.6.7.5. Information Security and other miscellaneous requirements:

1.6.7.5.1. Contractor personnel shall comply with all local security requirements including entry and exit control for personnel and property at the government facility.

1.6.7.5.2. Contractor employees shall be required to comply with all Government security regulations and requirements listed in this contract. Initial and periodic safety and security training and briefings will be provided by Government security personnel. Failure to comply with Government security regulations and requirements listed in this contract shall require the company to provide the Government with a written remediation/corrective action plan; furthermore, failure to comply with such requirements can be cause for removal of the contractor employee.

1.6.7.5.3. Contractor employees with an incident report in JPAS who have had their access to classified suspended will not be permitted to fill positions requiring access to classified information on a this contract/order.

1.6.7.5.4. The Government retains the right to request removal of contractor personnel regardless of prior clearance or adjudication status, whose actions, while assigned to this contract, clearly conflict with the interest of the Government.

1.6.7.5.5. Contractor personnel will generate or handle documents that contain For Official Use Only information at the Government facility. Contractor shall have access to generate and handle classified material only at the location(s) listed in the place of performance section of this document. All contractor deliverables shall be marked in accordance with DODM 5200.1, Vol. 3, Vol. 4, Information Security, DOD

5400.7-R, Freedom of Information Act Program, unless otherwise directed by the Government. The contractor shall comply with the provisions of the DOD Industrial Security Manual for handling classified material and producing deliverables. The contractor shall comply with DISA Instruction 630-230-19.

1.6.7.5.6. The Contractor shall afford the Government access to the contractor’s facilities, installations, operations, documentation, databases and personnel used in performance of the contract/order. Access shall this contract. Upon completion of this award, all materials provided by the Contractor shall be turned over to any incoming Contractor or the Government. The Contractor shall coordinate with the KO and COR to:

(1) Obtain advance approval prior to purchasing any ODC-reimbursable item.

(2) Validate receipt and acceptance of any ODC material deliverable.

1.6.14.1. The Contractor shall maintain a monthly Usage Rate for all items on the list to monitor thresholds and make future recommendations. The Contractor shall continue use of re-manufactured or original equipment manufacturer (OEM) equivalent products is required unless otherwise directed. If OEM-equivalent items are not available, the requirement shall be removed. The agreed-upon stock levels will be re-evaluated monthly as part of the monthly Program Management Review (PMR) process.

Recommendations to modify the baseline shall be approved in writing by the Government. The Contractor shall provide the Government an estimated cost for all items on the stock list. If market rates change on an item the Contractor should notify the Government of the rate increase. The Contractor shall provide logistics support that is reliable. The Contractor shall maximize the usage of vendor programs, such as the

HP Government Big Buy Program, that provide lower cost for manufacturer parts and consumables and ensure that all procurements are fair and reasonable based on current market rates. The Contractor shall notify the Government of any market rate increases on items.

1.6.14.2. For parts and consumable requirements that are not on the pre-approved list, the Contactor shall be authorized to procure necessary items to restore a system without Government pre-approval if the total cost of items is less than $400.00 or 50% of the devices’ replacement value. The Contractor shall submit a list of all items procured, which require reimbursement via ODC.

1.6.14.3. The Contractor’s deliverable metrics shall not be impacted by procurement challenges beyond the control of the Contractor. The tickets shall be placed in a “Pending Status, reason: third-party logistics” when a part or consumable is required that is not on-hand. The Contractor shall order the item within one

(1) business day of requirement and install the item within one (1) business day of receipt; therefore, third-party logistics shall not impact the Contractor’s direct service delivery metrics. The Contractor shall ensure that third-party suppliers that prove unreliable shall be are discontinued if necessary.

1.6.14.4. The Contractor shall provide a monthly ODC billing that identifies the items purchased, quantity, and cost to support ODC reimbursement. Remedy tickets shall indicate parts and consumables used in the restoral of a system. The Contractor shall provide ODC cost data for validation and reimbursement. The Contractor shall provide fully organized and auditable invoices. The Contractor shall be responsible for providing an order history that is complete and fully traceable to the original source of issue or approval.

1.6.14.5. The Contractor shall provide a standard pricing catalog for commonly-used bench stock items, which consists of genuine and OEM-equivalent or remanufactured products. The Contractor shall use this standard price unless modified with GTM approval.

1.6.14.6. Consumables and parts can be delivered to as follows:

(1) The Government’s warehouses (Springfield, VA)

(2) The Contractor can have deliveries made to the Remote Delivery Facility (RDF) in the Pentagon or other agreed-upon destinations. Deliveries shall be in accordance with the prescribed procedures of the Government-supported facility.

1.6.15. Organizational Conflict of Interest: Contractor and subcontractor personnel performing work under this contract may receive, have access to or participate in the development of proprietary or source selection information (e.g., cost or pricing information, budget information or analyses, specifications or work statements, etc.) or perform evaluation services which may create a current or subsequent Organizational Conflict of Interests (OCI) as defined in FAR Subpart 9.5. The Contractor shall notify the

KO immediately whenever it becomes aware that such access or participation may result in any actual or potential OCI and shall promptly submit a plan to the KO to avoid or mitigate any such OCI. The

Contractor’s mitigation plan will be determined to be acceptable solely at the discretion of the KO and in the event the KO unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated,

(c) Reporting inputs will be for the labor executed during each Government fiscal year (FY), which runs October 1 through September 30. While inputs may be reported any time during the FY, all data shall be reported no later than October 31 of each calendar year. The Contractor shall completely fill in all required data fields. The Contractor shall enter initial data into the appropriate ECMRA tool to establish the basic contract record no later than 15 business days after receipt of contract award or contract modification incorporating this clause. The contractor shall notify the Contracting Officer when the basic contract record has been established in the appropriate ECMRA tool.

(d) Contractors may direct technical questions to the help desk at: http://www.ecmra.mil.

[Reference: DPAP memorandum of 28 November 2012, “Enterprise-wide Contractor Manpower Reporting

PART 2

DEFINITIONS & ACRONYMS

2. DEFINITIONS AND ACRONYMS:

2.1. DEFINITIONS:

2.1.1. CONTRACTOR. A supplier or vendor awarded a contract to provide specific supplies or service to the government. The term used in this contract refers to the prime.

2.1.2. CONTRACTING OFFICER (KO). A person with authority to enter into, administer, and or terminate contracts, and make related determinations and findings on behalf of the government. Note: The only individual who can legally bind the government.

2.1.3. CONTRACTING OFFICER'S REPRESENTATIVE (COR). An employee of the U.S. Government appointed by the KO to administer the contract. Such appointment shall be in writing and shall state the scope of authority and limitations. This individual has authority to provide technical direction to the

Contractor as long as that direction is within the scope of the contract, does not constitute a change, and has no funding implications. This individual does NOT have authority to change the terms and conditions of the contract.

2.1.4. DEFECTIVE SERVICE. A service output that does not meet the standard of performance associated with the Performance Work Statement.

2.1.5. DELIVERABLE. Anything that can be physically delivered, but may include non-manufactured things such as meeting minutes or reports.

2.1.6. FIRST CALL RESOLUTION. Resolving customer issues the first time the customer contacts the Service Desk, thereby eliminating the need for the customer to follow-up with a second phone call.

2.1.7. IMPACT. A measure of the effect of an incident, problem, or change on business processes or customers.

2.1.8. INCIDENT. An unplanned interruption on an IT service, reduction in the quality of an IT service, or failure of a Configuration Item (CI) that has not yet impacted service.

2.1.9. KEY PERSONNEL. Contractor personnel that are evaluated in a source selection process and that may be required to be used in the performance of a contract by the Key Personnel listed in the PWS. When key personnel are used as an evaluation factor in best value procurement, an offer can be rejected if it does not have a firm commitment from the persons that are listed in the proposal.

2.1.10. PHYSICAL SECURITY. Actions that prevent the loss or damage of Government property.

2.1.11. PRIORITY. A category used to identify the relative importance of an incident, problem, or change.

Priority is based on impact and urgency and is used to identify required times for actions to be taken.

2.1.12. PROBLEM. A cause of one or more Incidents. The cause is not usually known at the time a

Problem Record is created, and the Problem Management process is responsible for further investigation.

2.1.13. PROBLEM MANAGEMENT. The process responsible for managing the lifecycle of all Problems.

Problem Management proactively prevents Incidents from happening and minimizes the impact of

Incidents that cannot be prevented.

2.1.14. PROBLEM RECORD. A record containing the details of a Problem. Each Problem Record documents the lifecycle of a single Problem.

PART 3

GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, AND SERVICES

3. GOVERNMENT FURNISHED ITEMS AND SERVICES:

3.1. Services: The Government shall provide basic services to phones, desks, utilities, information technology, and general office supplies while working in Government facilities.

3.2. Facilities: Basic facilities such as work space and its associated operating requirements (i.e., phones, desks, utilities, information technology, and general office supplies) shall be provided while working in

Government facilities. Tele-workers shall only use Government-furnished equipment to remotely access the JSP network.

3.3. Equipment: The Government shall provide basic services such as computers/laptops, phones, desks, utilities, information technology, and general office supplies while working in Government facilities.

Teleworkers shall only use Government-furnished equipment to remotely access the JSP network.

3.3.1. Ticket Management System (TMS): The Government will provide and the Contractor shall use a web-based software tool or those mandated by JSP to manage and provide statistics related to the Service Desk. Currently, JSP uses the Remedy (v. 8.x plans to migrate to v. 9.x) IT Service Management (ITSM) suite of Commercial-Off-the-Shelf (COTS) desktop applications that provide web interfaces for all Service Desk roles and operate across multiple platforms using the Remedy Action Request System, which is a database tracking system. Client software is available for technical staff. Remedy provides web interfaces for all Service Desk roles and operates across multiple platforms. All reference to Remedy is with the understanding that the JSP reserves the right to change to a different TMS capability to perform similar functions of work management. The Contractor shall complete all Remedy training as required.

3.3.1.1. The EMPS ticket Summary Fields have an established format for effective management, and they are:

(1) Restoral, Toner, Install, etc.

(2) Organization

(3) Building

(4) Room

(5) Serial number

(6) Network

(7) Issue or problem

3.3.1.2. This data shall then be able to convert to individual data fields using Excel text-to-data conversion

(e.g. Restoral/OGC/Pentagon/5C322/EUF89790/JWICS/Black Streaks), which shall result in seven (7) distinct fields that can be properly used for accurate report creation and data mining as required.

Recommendations on improving the naming convention will be acceptable as long as the necessary data can be extracted.

3.3.2. Software Tools: The Government will provide and the Contractor shall use the following software tools to manage the EMPS environment. The Contractor shall become proficient in the use of the tools or have adequate resources to perform updates as required to manage the EMPS environment. Generally, tools that have the capability to remotely update systems are brand specific but usually provided at no cost to the contractor. Additionally, manufacturers have provided tools, such as HP Backup and Restore that allow for more rapid updating of devices when needed:

(1) Canon imageWare Enterprise Management Console (EMC)

(2) Fleet Management

(3) HP Web Jetadmin

(4) Metaphor Site Audit

(5) Microsoft Office

(6) Microsoft SharePoint

(7) Xerox CentreWare

PART 4

CONTRACTOR FURNISHED ITEMS AND SERVICES

4. CONTRACTOR-FURNISHED ITEMS AND RESPONSIBILITIES:

4.1. General: The Contractor shall furnish all supplies, equipment, facilities and services required to perform work under this contract that are not listed under Section 3 of this PWS.

4.2. Secret Facility Clearance: The Contractor shall possess and maintain a Secret facility clearance from the Defense Security Service (DSS) at proposal submission and maintain the level of clearance for the life of the contract. The DD 254 shall be forwarded to the Contractor upon award of the contract.

4.3. Vehicle Deliveries: The Contractor shall be responsible for furnishing their own vehicle(s) to support the delivery of print consumables and to support building-to-building moves of print equipment. The

Government will direct and approve deliveries and moves prior to the execution by the Contractor.

PART 5

SPECIFIC TASKS

5. SPECIFIC TASKS:

5.1. Enterprise Managed Print Services (EMPS) Support (Task 1): The Contractor shall provide

Enterprise Managed Print Services (EMPS) Support to all facets of installation, operation, device upgrades (i.e. hard drive changes for SIPRNet to NIPRNet transition), software/firmware replacement and upgrades, decommissioning, logistics, monitoring, management, and restoral of devices.

5.1.1. The Contractor shall provide EMPS services that include provisioning of parts and consumables, such as toner and waste toner supplies. The Contractor support shall be inclusive of all functions related to copiers, multi-functional devices, printers, and plotters.

5.1.2. The Contractor shall provide all activities necessary to perform EMPS Support capabilities to supported customers. The Contractor shall include the following:

(1) Provide parts and supplies within a 50-mile radius of the Pentagon to facilitate, and provide delivery of supplies to customers.

(2) Provide end-to-end troubleshooting from desktop to print devices in order to troubleshoot any print problem from the end-user, through various network services, to the end-user’s device (e.g.

failure to authenticate CAC or SIPRNet token credentials).

5.1.3. The Contractor shall complete and submit deliverables for the EMPS functional area in accordance with the contract Deliverables Schedule in Technical Exhibit 2.

5.1.4. EMPS Ticket Management System (TMS): In support of EMPS Ticket Management, the Contractor shall:

(1) Provide reports and statistics on a daily, weekly, and monthly basis to accurately reflect the status of EMPS support services.

(2) Access Remedy to manage EMPS-related tickets.

(3) Capture performance metrics for EMPS support services.

(4) Update Remedy with appropriately detailed notes defining the problem, required solution, and status of repair if ongoing.

(5) Update all tickets past the acceptable quality level metric identified in Technical Exhibit 1 on a daily basis with an accurate status of the ongoing actions to resolve problems.

(6) Resolve tickets in accordance with the acceptable quality level (AQL) in Technical Exhibit 1.

(7) Update all ticket Summary Fields in accordance with established format for effective management:

a. Restoral, Toner, Install, etc.

b. Organization

c. Building

d. Room

e. Serial number

f. Network

g. Issue or problem

5.1.5. EMPS Request Fulfillment: The Contractor shall manage customer fulfillment requests from initiation to completion. The Contractor shall evaluate the customer’s available print capabilities, operational reliability, and usage to provide a recommendation on the most effective use of assets to meet the emerging or requested capability. The Contractor shall re-distribute existing capabilities, which shall require movement of existing assets. Upon Government approval, the Contractor shall upgrade printers to MFPs, therefore, requiring the installation of an MFP and recovery of the replaced printer. Upon

Government approval, the Contractor shall fulfill customers’ requests for devices to undergo life cycle refresh (LCR). The Contractor shall work in conjunction with the Government and customers to determine if the decision for LCR, if not scheduled, is based on the devices capability to meet requirements and maintenance reliability. The Contractor shall provide a detailed analysis and provide recommendations in accordance with the JSP Products & Services Catalog on device provisioning of assets. The Contractor shall establish a seamless fulfillment process from request through provisioning. The Contractor shall:

(1) Receive requests from customers or LCR guidance from the EMPS Government team for print capabilities or modifications for the provisioning of new print devices and capabilities.

(2) Process request through the JSP, manage the request to completion.

(3) Conduct site surveys and analyze existing capabilities and usage levels in conjunction with JSP Service Catalog on device implementation.

(4) Analyze system reliability based on ticket history and system log files.

(5) Provide a recommendation on the most effective method of meeting the customer’s capability requirement (i.e. new device, higher volume device, different device type, and relocate devices) and, upon Government approval, implement the approved recommendation.

(6) Coordinate with the customer on the approval or disapproval of requests and the timeline to implement the new print device/capability if approved.

(7) Ensure all assets are tracked in the EMPS Microsoft Access database in the JSP shared drive.

(8) Ensure all hand receipts are generated and maintained whenever a print device is issued, relocated, reassigned, or turned-in and user signatures are obtained while on-site and before closure of the service request.

(9) Submit port activation request as required when new print devices are installed and brought on the JSP network.

(10) Implement end-to-end repeatable print device deployment processes with a checklist that create a seamless deployment of a print device that is fully operational.

(11) Maintain a tracking log/report of all active requests that contains the following information, at minimum (see Technical Exhibit 7):

a. Request Number

b. Summary

c. Agency

d. Date of Log/Report

e. Date of Site Survey

f. Date of Recommendation

g. Date of Government Decision

h. Date of Recommended Solution

i. Date of Delivery of Recommended Solution

j. Date of Completed Installation

(12) Receive and consolidate EMPS-related procurement requests.

5.1.6. EMPS Logistics: The Contractor shall provide and execute a deliberate logistics process to efficiently obtain, maintain, and account for stocked items (i.e. toner, waste toner, drums, fusers, etc.) as well as all GFE print devices stored in the warehouse for use. This stock can be stored on-site in the EMPS office or in the Government storage facilities (warehouse-Springfield, VA, 300 sq ft Pentagon Remote

Delivery Facility (RDF), 200 sq ft Pentagon EMPS Office) on a monthly recurring basis. The Contractor shall maintain a 20 to 30 day supply of commonly used items shall be on-hand and, therefore, enable a deliberate re-stocking process. The Contractor shall add storage capabilities at off-site locations as needed (i.e. rented storage in Crystal City or other areas where maintaining readily accessible supplies provide a responsive capability). Additionally, it is critical that the Contractor shall have a “just-in-time” process that allows for rapid order, expedited shipping, and receipt of items that may not be carried in common stock

(i.e. a unique motor or other item that would not generate any monthly demand cycle). The Contractor shall be responsible for accounting for and managing all consumable inventory at all storage locations from receipt to distribution. The Contractor shall maintain an active management requirement to procure, manage, and document logistics activities for the procurement of repeatable supply requirements as well as

“just-in-time” requirements. A workspace in the JSP warehouse may be provided to best manage this activity; furthermore:

(1) Parts shall be reimbursed via ODC.

(2) Parts shipment shall be reimbursed via ODC.

(3) Consumables shall be reimbursed via ODC.

(4) Consumables shipment shall be reimbursed via ODC.

(5) The GTM will be the approving signature for these procurement's

5.1.6.1. In support of EMPS Logistics, the Contractor shall:

(1) Execute property management activities from receipt of property through issuance to customer.

This shall be inclusive of using hand receipt documents for signatures, and hand receipt transactions in DPAS.

(2) Manage all Government-furnished print devices in the Government storage warehouse.

(3) Conduct end-to-end property management of all Government-furnished print devices.

(4) Initiate automated hand receipts (DD Form 1150) in DPAS (and/or Government-approved Accountable Property Systems of Record (APSR) tool) whenever a reportable asset is issued, relocated, reassigned, or turned-in.

(5) Request customer signature while on-site and before closure of Incident or Service Request.

(6) Enter/upload the information contained in and the signed DD Form 1150s in DPAS and ITSM for accountability and audit readiness. If the customer identifies a discrepancy, the Contractor shall reconcile hardware agreement with the Accountable Property Officer (APO), Property Custodian (PC), or Property Administrator (PA).

(7) Designate a primary and alternate inventory control specialist and/or asset property custodian to manage inventory levels, update, and maintain accountable records in DPAS for issued equipment.

(8) Prepare and coordinate with Asset Management for the transport of excess equipment or transport the equipment. The Contractor shall remove hard drives (if applicable) for all damaged beyond repair (code 3) or excessed for disposal. The Contractor shall identify and tag the disposition of turned-in equipment as:

a. Serviceable.

b. Within lifecycle.

c. Damaged beyond repair.

d. Warranty repair.

e. Other identifications as appropriate.

(9) Design and implement a repeatable and operationally feasible deliberate Contractor logistics process. This shall be a repeatable process for the procurement of predictable levels of stocks.

(10) Design and implement a “just-in-time” Contractor logistics process. The “just-in-time” process shall result in a “requirement-to-item” operational availability in three (3) business days or less.

This shall be a repeatable process that shall occur almost daily for individual items that are not typically maintained as stock items.

(11) Utilize an efficient back office process to order parts and consumables (see Technical Exhibit 5).

(12) Maintain all logistics areas in an organized manner with labeled shelves, bins, etc... for ease of picking items, inventorying, etc…

(13) Provide and maintain stock of commonly used parts and consumables (monthly examples are previously provided above). This requirement shall be modified as the supported inventory evolves. The monthly stock orders shall be driven by the monthly demand history and trend analysis.

(14) Coordinate with customers to deliver requested supplies. Supplies delivered directly to customers shall require Government approval or shall be documented in the approved SOP developed and maintained by the Contractor. The Government does not authorize “drop shipments” to customers not located in the NCR or sites agreed-upon by the Government.

(15) Assist users as required to train for proper installation of consumables.

(16) Source and deliver toner and consumable parts before systems are down.

(17) Maintain 100% accountability of all loaner equipment, and on-hand stock for appropriate inventory to ensure availability of spare equipment. The Contractor shall provide a monthly Stock

Report that contains the following information, at minimum (see Technical Exhibit 8):

a. Print Device Model

b. Print Device Serial Number

c. Print Device Location

d. Print Device Status

(18) The Contractor shall maintain a current Logistics Report of all “just-in-time” deliveries items on order that contains the following information at minimum (See Technical Exhibit 9):

a. Remedy Ticket Number

b. Print Device Make

c. Print Device Model

d. “Just-in-Time” Part

e. Date Ticket Opened

f. Date Part Ordered

g. Date Part Received

h. Date Ticket Resolved

i. Status of Ticket/Issue

(19) The Contractor shall maintain a current inventory of on-hand quantities of supplies that contains the following information, at minimum (see Technical Exhibit 10). The Contractor shall maintain supply stock levels in the appropriate locations (Pentagon BC7M, Pentagon RDF, Mark Center, and JSP Warehouse) critical to supporting the EMPS efforts:

a. Print Device Model

b. Supply Type

c. Toner, Ink Fuser, TCU

d. Color

e. Part Number

f. On-Hand Grand Total

g. Pentagon BC7M (On-Hand Total)

h. Pentagon RDF (On-Hand Total)

i. Mark Center (On-Hand Total)

j. JSP Warehouse (On-Hand Total)

(20) The Contractor shall provide monthly parts and consumables utilization by component and device and capture restoral cost associated with each system as well as cost associated for major supported component. The Contractor shall provide ongoing component and device usage to assist in restocking requirements that contains the following information, at minimum (see

Technical Exhibit 11):

a. Ticket Number

b. Date of Ticket

c. Organizational Component

d. Device Serial Number

e. Device Make/Model

f. Black Toner Total Usage

g. Cyan Toner Total Usage

h. Magenta Toner Total Usage

i. Yellow Toner Total Usage

j. Black Drum Total Usage

k. Cyan Drum Total Usage

l. Magenta Drum Total Usage

m. Yellow Drum Total Usage

n. Fuser Total Usage

o. Other Parts and Consumables Total Usage

p. Total Organizational Component Cost

(21) The Contractor shall provide a quarterly report of supply cost per make/model of device supported

(i.e. HP 880 Parts $3,000, Consumables =$20,000, Consumables include drums, toner, fusers, etc.). The Contractor shall create an Incident ticket for devices not available on the report and troubleshoot to have the device properly report data. The Contractor shall provide the report that contains the following information, at minimum (see Technical Exhibit 12):

a. Time Period of Report (Quarter 1, Quarter 2, Quarter 3, and Quarter 4)

b. Print Device Make/Model

c. Print Device Consumables Total Cost

d. Print Device Parts Total Cost

e. Print Device Grand Total Cost (Parts and Consumables)

5.1.7. EMPS Restoral and Operations: The Contractor shall:

(1) Escalate and assist in troubleshooting of enterprise-related print issues.

(2) Troubleshoot and restore all functions associated with print devices.

(12) Escalate any non-resolvable STIG issues to the Government immediately (i.e. network-related dependencies limiting ability to resolve an issue).

(13) The Contractor shall provide a plan of actions and milestones (POA&M) no later than 30 days after contract start date regarding STIG challenges with the current infrastructure (e.g. primarily related to items such as Simple Network Management Protocol (SNMP) or other settings issues at device level). The Contractor shall implement the POA&M to resolve challenges within 120 days of contract start date.

(14) Provide a quarterly report on firmware management for all systems (i.e. WebJet report on system settings). The Contractor shall deliver the first report no later than thirty (30) days after contract award. The Contractor shall provide the report that contains the following information, at minimum (see Technical Exhibit 13):

a. Agency

b. Print Device Model

c. Serial Number

d. IP Address

e. Active Firmware Version

f. Current Government-Approved Version

g. Latest Manufacturer Version

h. Remarks (when applicable)

5.1.9. EMPS Device Management Tools and Usage Reporting: The Contractor shall manage the EMPS environment using software tools on the JSP network. In support of EMPS Device Management Tools and

Usage Reporting, the Contractor shall:

(1) Maintain the EMPS environment in accordance with DOD…