Copier_Service_Maintenance_SOW.docx

STATEMENT OF WORK

The Naval Hospital Camp Pendleton has a need for a Full Service Maintenance Agreement for the following Multifunction devices (MFDs).

9 – Sharp MX-2600N 29 – Sharp MX-3100N 9 - Sharp MX-4101N 5 – Sharp MX 4141N 38 – Sharp MX-M465N 13 - Sharp MX-M623N 2 - Sharp MX-M623U

105 Total MFD Units

MFD Units are configured with Copy, Print, Network Scanning and Embedded CAC. 5 Units are also configured with Fax. Additionally the Full Service Maintenance Agreement must also provide full support on all devices for the embedded CAC, direct integration with a Fax Core Server and a Data Security Kit.

Quote to include pricing for monthly volumes of 1,060,000 Black and White impressions, 25,000 color impressions, mono overages of 1,060,000 if needed, and color overages of 25,000 if needed. No additional charges may be applied for Scan clicks. Pricing will be for pooled copies between the 105 installed units.

Contract is to commence on 1MAY2016 and will end on 30APR2017.

The Naval Hospital Camp Pendleton requires the following:

· On-site Service Technician

· Bundled/consolidated maintenance, equipment and supplies except paper

· Maintenance can be billed either monthly or quarterly in arrears.

· Training and Analyst support for all equipment.

· Responders to this RFP must be Authorized Sharp Servicing Dealers with a physical location in San Diego County

· Responders must include a letter of authorization from Sharp Electronics Corporation showing that the dealer is authorized to provide service in San Diego County.

· Naval Hospital Camp Pendleton requires a single point of contact (POC). The POC concept is defined as having one person who manages the care and maintenance and this person speaks for their organization concerning daily operation and issues. If a machine needs to be replaced, this individual will be responsible for making it happen, or be the decision making point for addressing the issues. Naval Hospital Camp Pendleton does not want to deal with a supplier, a vendor, with a separate maintenance company, or any tiered approach to problem resolution for operational problems.

Training

· The Vendor will provide training to all Naval Hospital Camp Pendleton employees on the machines. This training will occur no later than five business days from the commencement of this contract.

· Vendor will provide continuous training throughout the length of the contract at no additional charge. This training may include web-based environments.

RFP Response

Explain your standard service level agreement and how you intend to meet our requirements as defined in this RFP. Standard service must include all parts, labor, maintenance and travel for your product’s operating hardware and software. An operating system hotline, support for software problem resolution, available on-site System Analyst support, software version updates and all diagnostic licenses are also included.

PRICING SPECIFICATIONS

· Pricing is fixed for the entire term of the contract for maintenance, supplies and staples (excluding paper) and support on items referenced in this RFP. Pricing should also include full training on each MFD based on its specific configuration.

· Pricing must include a Standard Performance Satisfaction from the manufacturer where Naval Hospital Camp Pendleton has the right to request a replacement MFD, or other equipment on the contract, for an identical one or one with comparable features and capabilities if it is not performing effectively.

· Relocation costs to be provided as a Not To Exceed Cost for (1) relocations within the same building; (2) relocations within the geographical area known as Camp Pendleton; (3) relocations outside Camp Pendleton Region. If relocations are required during the course of the lease, a cost estimate shall be provided to Navy/Camp Pendleton for authorization before relocations are performed.

· All consumables must be manufactured and delivered by the OEM.

· Vendor will only charge a single click rate for 8½ x 11 as well as 11”x17” for black and white impressions.

· We reserve the right to award a single vendor for the entire procurement

In submitting information, please provide the following information:

· Address how you plan to meet the services requirements described in this SOW.

· Describe your Service Plan. Discuss your company’s experience with servicing other similarly sized and scoped work (make sure to include any obstacles your company has encountered and the steps your company took to reach a resolution).

· Provide a detailed description of any Termination for Convenience clauses you wish to include.

· Provide a detailed description of any Termination for Non-Appropriation clauses you wish to include.

· Include three (3) Federal Government customer references. The references must be for work similar in size and scope. These references are to include: number of units and on-site employees; agency name; complete address; point of contact, including the phone number and email address. Naval Hospital Camp Pendleton may contact these references.

MAINTENANCE (Including Operational Standards & Performance). As part of its quoted price, the contractor will:

Maintain all equipment at a minimum 95% monthly available rate based on the 21 standard federal work days in a month. Maintaining the equipment to include preventive maintenance, service calls, repairs, troubleshooting, and connectivity as well as all associated labor and travel.

Provide service technician support Monday through Friday from 8:00 a.m. – 4:30 p.m. local time, except Saturday, Sunday, and Federal Holidays to include:

Coordinating access to the listed Federal Installations twenty-four (24) business hours before deliveries are to be made. Contractor must provide a list of all its employees requiring access. This listing is to include individuals’ full name, social security number and home address. To be granted access, each individual must have in his/her possession a current official government issued Photo Identification Card such as a State Drivers License and each vehicle must be reported by its vehicle registration.

Note: All contractor personnel will be subjected to an onsite background check that may include fingerprint identification verification. Identification verification will be performed by the responsible customer security officer. These background checks and ID verifications are performed routinely for security reasons, the background check is used to identify and deny access to any persons who have a criminal record over the past seven years, unregistered aliens and illegal immigrants, and individuals with outstanding warrants in any legal jurisdiction with the CONUS.

Respond to work stoppage situations within two (2) business hours of a service call. A telephone call (unless it results in solving the problem) shall not be deemed as an acceptable service response. The service technician will call the key operator within an hour to discuss service problem and time of arrival. It is estimated that 10% of situations will be classified as “work stoppage” across the total copier population on a yearly basis.

Respond to non-work stoppage situations within four (4) business hours of a service call. A telephone call (unless it results in solving the problem) shall not be deemed as an acceptable service response. The service technician will call the key operator within an hour to discuss service problem and time of arrival.

Inform the Contracting Officer’s Representative (COR) within two (2) business days of the determination that equipment is non-repairable and provide comparable replacement equipment within two (2) business days from receipt of an order from the Contracting Officer.

Notify the COR if maintenance is related to vandalism.

V. EVALUATION CRITERIA

Naval Hospital Camp Pendleton will evaluate each vendor’s proposal according to the following factors.

Factor 1: Service Capabilities Factor 2: Past Performance Factor 3: Price

Factor 1: Service Capabilities. Naval Hospital Camp Pendleton will evaluate how well the responder complies with the requirements of the Statement of Work. Specifically, Naval Hospital Camp Pendleton will look to see whether the responder has provided services are commensurate with the services detailed in the Statement of Work. Naval Hospital Camp Pendleton will also address the following issues:

· Does the scope of the proposed services match Naval Hospital Camp Pendleton requirements?

· Does the vendor address actively promoting good communication with Naval Hospital Camp Pendleton and facilitating oversight of their requirements?

· Does the vendor adapt its services to the specific circumstances and preferences of Naval Hospital Camp Pendleton?

Factor 2: Past Performance. Naval Hospital Camp Pendleton will evaluate past performance based on the degree to which the responder satisfied its customers in the past while complying with appropriate laws and regulations. Work that is more recent and is more similar in size and scope, will be provided greater importance. Naval Hospital Camp Pendleton may consider past performance information obtained from sources other than those identified by the responder.

Factor 3: Price. In addition to evaluating each responder based on its lowest price, Naval Hospital Camp Pendleton will determine whether the vendor shows flexibility in how it approaches billing for print volume, and other charges and whether it provide a single monthly charge for all services.

Relative Value of Importance of Evaluation Factors Factor 1 is more important than Factor 2. Factors 2 and 3 are roughly equivalent.