OSFLO-393-2024-0011 Statement of Work Carousel 2024.docx

STATEMENT OF WORK

Warehouse Horizontal Carousel Hardware System Maintenance Support May 2024

I. Purpose

The purpose of this effort is to obtain a Hardware Support Agreement to cover the Centers for Medicare & Medicaid Services (CMS) White System’s automated storage and retrieval horizontal carousels, LightTree units, and sort bars.

II. Scope

The contractor will provide timely quality system maintenance services and repairs for the (3) White System Horizontal Carousels, 6 LightTree units (including mounting brackets to maintain their position), and 2 sort bar units allowing CMS the ability to pull, package, and ship various forms, books, and paper products to customers, beneficiaries, stockholders in a timely manner.

III. Background

Since 2009, CMS has utilized 3 horizontal carousels containing 360 spaces in each, manufactured by White Systems/Intek, used to store, retrieve, and ship materials (publications, forms, manuals, and commodity items) to various customers, beneficiaries, and stakeholders.

The system consists of computer-controlled systems for automatically placing and retrieving publications from defined storage locations.

CMS currently uses Ascent Warehouse Librarian, (WL) version 10.0.3.0 software. WL controls the carousel hardware through a RS-232 connection and supports the following carousel manufacturers: Diamond Phoenix, Whites, and Remstar. Although the software maintenance is not a part of this contract, the selected vendor should ensure the hardware properly functions to support the WL system.

Having a reliable system allows CMS to send out thousands of various publications to customers around the United States and its territories assisting millions of Americans with various Medicare and Medicaid needs.

IV. Performance Objectives

Independently, and not as an agent of the Government, the Contractor shall furnish all the necessary services, qualified personnel, material, equipment, and facilities, not otherwise provided by the Government, as needed to perform the requirements defined in this Statement of Work (SOW). Work will be performed primarily onsite at the CMS Warehouse.

A. Tasks to be Performed.

CMS requires a contractor that can be immediately available to provide hardware services and system support on an as needed basis. These functions should include, but are not limited to:

· Scheduled biannual preventative maintenance and services.

· 24/7 access to customer service.

· Onsite tech response within 24 hours of system failure (during regular business hours).

· Diligently work to repair system malfunctions, provide services, and perform necessary hardware upgrades.

· Communicate any suggestions, complaints, or issues immediately.

· Send an invoice after all service requests are completed.

The hardware consists of 3 horizontal carousel systems, 6 LightTree units (including mounting brackets to maintain their position), and 2 sort bar units.

B. Customer Service.

Contractor shall provide unlimited telephone support to CMS during normal business hours. Production support ensures the carousel performs as originally installed and is acceptable by CMS. Examples of production support provided are:

· Questions on the use of the system or system functionality.

· System operational support.

· System error resolution.

· Assistance in investigating and determining the source of system malfunctions.

C. Reporting

After each service, the contractor shall provide the CMS designated Contract Officer’s Representative (COR) with an invoice stating:

Draft Final Report:

Although not all inclusive, the draft report shall be submitted in the following format and include the following various elements:

Cover to contain:

Contractor’s Name and Address Contract Number Report Number and Date Title and Period Covered

Main body to contain:

Breakdown of project into functional subjects (Fault, Corrective Action, Outcome) Discussion of each functional subject. Include for each subject a detailed narrative or analysis of the work performed or of the completed phases of study. Present negative findings, as well as positive findings. Identify any innovations and general advances of special interest.

Conclusions and recommendations drawn from the results to date.

D. Personnel Requirements

The contractor shall provide a competent, preferably dedicated, employee that is familiar with the system configuration. Familiarity will ensure consistency, streamline communications, and provide high quality service.

V. Deliverables

Identified below is a list of desired deliverables. The contractor shall provide the following deliverables, at a minimum. Other deliverables shall be identified by the Offeror:

· Inspection of invoices.

· Review and approval of preventative maintenance reports.

· Review and approval of progress at prescribed points before authorization to continue is given to the Contractor.

The contractor will be evaluated based on the quality of service provided to CMS throughout the life of this contract. This may include:

1) Performance of preventative maintenance and services.

2) Review of work completed through invoices (includes in person and customer service help line).

3) Progress reports at the end of each task and contract year.