06132019_CMS_WL_Maintenance_SOW.docx

1. BACKGROUND

In the Centers for Medicare and Medicaid Services (CMS) Warehouse, located at 7500 Security Boulevard, Baltimore, Maryland 21244, there is an inventory control system maintained by Administrative Services Group (ASG). The inventory control system is integrated with a carousel system to support warehouse operations.

Current hardware and software support provides for the ordering, storage and retrieval of an inventory of various materials including publications, forms, manuals and commodity items to CMS customers. Providers, intermediaries, advocacy groups, CMS employees and other government agencies order and receive these materials.

2. PURPOSE

The purpose of this project is to obtain an updated maintenance agreement for the existing and upgraded versions of the Warehouse Librarian™ (WL) Software for the next 5 year contract, 1 year with 4 option years.

3. CURRENT INFRASTRUCTURE

1. The WL system functions in the following environment which is provided by CMS.

a. Dedicated application server: Windows Server 2016 or CMS upgraded version

b. User Workstations: Windows 10 or CMS upgraded version

c. WL Software v10_0 or higher.

d. The WL network is isolated from the CMS Enterprise Network, with exceptions made for Pervasive SQL where Warehouse Librarian is housed and Mainframe connectivity (see Figure 1: High-Level Warehouse Librarian System Architecture diagram below).

e. There is no method of remote support connectivity.

f. The CMS-provided hardware and 3rd party software environment is maintained by CMS’ contractor. The CMS contractor assists in troubleshooting application activities of the system, as well as assisting in the troubleshooting of the administration of those devices. This includes, but is not limited to, Pervasive SQL Database, Crystal Reports, the current Windows server OS, the current Windows desktop OS, and Connectivity Software.

g. WL utilizes Pervasive SQL.

Figure 1: High-Level Warehouse Librarian System Architecture 4.

CURRENT CONFIGURATION

1. The text files for file specifications, which includes fields in the current WL fields, are detailed in the System Configuration Document.

2. Part update text files are only downloaded TO WL not uploaded FROM WL.

3. WL produces upload text files (as specified in the System configuration Document) which contain completed orders and receipts. It is the responsibility of CMS to manage the conversion from WOMBAT leaving the interface transactions with WL as they are specified for WOMBAT.

4. WL accepts download text files (as specified in the System Configuration Document) from the host system which contains to-be-filled customer orders, expected receipts, and part updates. CMS host system interface places said files on the designated WL application sub-directory.

5. WL has the ability to produce a part-with-part total text file as transactions in an upload text file. In WL these transactions are defined as SKU (i.e. Part) Total Quantity On Hand transactions. CMS host system interface accepts this file for use by the host system. The formats for this file are specified in the System Configuration document.

5. CURRENT WAREHOUSE LIBRARIAN SYSTEM REQUIREMENTS

The functionality of WL is standard product software. This software is Microsoft Windows based and it is important to understand that the operating procedures are functionally similar to the existing system the look, feel, data content and user interface interaction may change. These changes are documented in the WL Standard Product software. The following outlines the basic functional requirements of the software which includes how the current software functions presently along with key functional requirements of the WL software.

The following functionality is detailed in the WL System Configuration document, and is the binding detailed statement of work and is incorporated here by reference.

1. Both the Supervisor’s and General Purpose Terminal have the ability to request uploads and downloads from Host computer; print customer orders/pick tickets for both the carousel and bulk stations; manage inventories for the carousel, bulk and miscellaneous materials and the ability to query orders, lines/SKU’s and ordered quantities, customer address information and inventory.

2. The Carousel Terminal has the ability to operate the existing three carousel units; manage the inventory in the carousel unit; access current carousel orders by order number/customer; print a pick ticket/packing list on a shared laser printer; and print a shipping label on a label printer. Customer specific information necessary to support shipping labels and packing lists is included in the Order Header file information downloaded to WL.

3. The Bulk Terminals have the ability to manage the bulk inventory in the warehouse (ICN’s and miscellaneous materials all of which have item number (i.e. SKU numbers in WL terms) assigned for tracking purposes. WL provides the ability to access current bulk orders by order number/customer; print a pick ticket/packing list on a shared laser printer and print a shipping label on a label printer.

4. The Supervisor’s station prints two sets of pick tickets, one for the Carousel and one for the Bulk station. The warehouse supervisor then distributes the work to the warehouse employees. NOTE: The pick tickets are printed at the shared laser printer in the warehouse if determined to be appropriate by the warehouse supervisor. This is an operational process whereas the picked pack list can be printed upon order completion.

5. The orders are displayed on the monitor at the Carousel and Bulk stations as they do currently. Orders are picked and packed in the order directed by the warehouse supervisor. This is an operational process.

a. The Carousel station picks and packs the orders assigned to that station. If the order is complete, the operator will request the required number of shipping labels from the label printer and prepare for shipping.

b. If the Carousel requires additional materials from the Bulk station, the operator will stage the in-process order in a designated area along with the pack list (to help ID this order). This order is completed when combined with the materials pulled from the Bulk station.

c. The Bulk station picks and assembles orders assigned to that station. If the order is complete, the operator will request the required number of shipping labels from the label printer and prepare for shipping.

d. If the Bulk station requires additional materials from the Carousel to complete the order, the operator will pull the material from the staging area (completed by the Carousel) and combine with the bulk portion of the order. The operator will then request the required number of shipping labels and prepare the order for shipping.

6. Upon completion of all customer orders, an Upload to the main frame is performed by the Supervisor’s station. Replenishments from off carousel areas are generated for processing at the bulk station in real time. These can then be processed by the bulk station at any time.

7. WL supports mobile RF bar code scanners in the future. The necessary hardware, software modules and services to support this can be proposed upon request.

8. The new system provides an inventory function to include other items (furniture, panels, file cabinets, etc.) stored within the warehouse in addition to paper and commodity items providing that there items all have an associated unique item number (i.e. SKU number in WL terms) assigned to them for reference purposes. This function is managed from the Supervisor and General Use Workstations and does not interfere with the Carousel or Bulk workstations.

9. CMS has a Zebra bar code printer and one address label printer.

10. In the event that an address label printer becomes inoperative, address labels are printed on the Carousel/Bulk laser printer. This operation is developed by CMS internally with the use of Crystal Reports.

11. The address label contains return address, customer/order number and customer address. These labels are generated on the Zebra Bar Code Printers. This is provided as WL standard label format that WL offers, any required customization of these formats or changes would require a change order and/or additional 3rd party software.

12. Packing lists contain the following information: batch date, customer’s name, and address, order number, items number(s), CMS publication number(s), item description(s), item location(s) and quantity ordered. A blank quantity shipped field and a blank “order filled by” field are provided to be completed by operator. The WL standard pack list report supports this information. Any required customization or formatting of the Crystal Report is provided by CMS internally or contractor can provide this on a time and materials basis.

6. Period of Performance The anticipated period of performance for this statement of work will be one contract year from adoption of this agreement, with four option years. This schedule will identify all CMS responsibilities.

7. Deliverables

· Hardware: All workstations, file server and peripherals are provided by CMS. This includes any additional required software products (i.e. Pervasive SQL and Crystal Reports v10.0 or higher)

· Software Support & Maintenance: Contractor will provide software maintenance and extended warranty repairs to WL software from one (1) year of an updated maintenance agreement for the existing and future upgraded versions of the Warehouse Librarian™ (WL) Software. Travel expenses to the CMS facility will be the responsibility of the contractor. Support is defined below under Software Maintenance. The maintenance contract will be offered on a renewable basis annually.

· Additional Services: Any services requested or required above and beyond those listed here will be contracted and invoiced separately at the hourly rate of $225/hr. plus travel at cost.

8. Software Support and Maintenance Contractor shall provide CMS with support of a technical nature as defined in Covered Services below, with respect to all aspects of the licensed version of the Warehouse Librarian™ product and product updates, known as the “Warehouse Librarian System” or WL.

As part of this SOW Contractor will provide software maintenance repairs to WL software for one (1) year from the award of the bid.

This support and maintenance covers the following Software: Warehouse Librarian v10, or higher.

Covered “Warehouse Librarian System” and Server Site:

This agreement covers the “Warehouse Librarian System” defined as the above licensed version of the Warehouse Librarian Software Product, executing on the single File server and associated client computers at the following locations:

7500 Security Boulevard, Baltimore, Maryland 21244 Hourly Rates for Services:

Senior Engineer/Project Manager/Developer: $225/Hour Regular Business Hours:

Contractor’s “Regular Business Hours” for support under this SOW are defined at 6:00 a.m. to 4:30 p.m. Pacific Standard Time, excluding weekends and Contractor Observed Holidays defined below.

Contractor Observed Holidays (updated and published annually):

Priority Response Time:

Under this support coverage CMS will receive a response to all support requests and malfunction reports within two hours or sooner during regular business hours. Due to the complexity of computer based control systems; it is difficult if not impossible to predict resolution time for some issues. Therefore, Contractor commits, under this support coverage, to resolve or schedule a prompt resolution to all non-critical issues within three working days of receipt of issue notification. If an issue is of a critical nature (i.e. a non-functioning system), Contractor will resolve, to the best of their ability, the situation within twenty-four hours of notification.

Engineer Assignment:

Contractor will assign Hope Wade and Russ Orstad as the primary engineers to service CMS in their use of the Warehouse Librarian System. The engineers assigned to CMS will be familiar with CMS’s system configuration and the tasks specific to CMS. This familiarity will ensure consistency, streamlined communications, and provide high quality service. In addition, the assignment of an engineer will not limit access to other Contractor engineers. All of the resources of Contractor’s Customer Service Staff will be available to CMS.

CMS’s Warehouse Librarian System Supervisor (s) must make all requests for technical support. CMS’s Warehouse Librarian System Supervisor (s) will be designated annually. CMS agrees to notify, in writing, the Contractor upon a change in the designated Warehouse Librarian System Supervisor(s). Currently Tyrone Harris and Christina Hessler will be the System Supervisors

· CMS may designate another employee as a secondary point of contact.

· All requests for service or support shall be communicated through a designated Warehouse Librarian System Supervisor.

· At least one Warehouse Librarian System Supervisor will be available during regular business hours.

· One Warehouse Librarian System Supervisor will be available to assist Contractor personnel during the troubleshooting and diagnosis of issues.

· CMS agrees to designate employees who are trained in the software and competent in its use.

Covered Services:

Production Support:

Contractor will provide unlimited telephone support to CMS during Regular Business Hours. Production support ensures the Warehouse Librarian System performs as originally installed and accepted by CMS. Examples of production support provided are:

· Corrections and modifications to the system data (database adjustments), only when authorized by CMS.

· Questions on the use of the system or system functionality for previously trained employees.

· Adjustments to the system configurations, menus, scripts, and/or login scripts.

· System supervisor and operational support.

· Error condition resolution.

· Guidance for previously trained employees in the proper use of the system.

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

Network Support:

Contractor will provide support assistance for a dedicated Warehouse Librarian Windows Server and the associated file server during Regular Business Hours. While Contractor does not support the hardware components of the network, Contractor will provide assistance and guidance in the use and maintenance of the network used with the supplied system. Examples of network support provided are:

· Analysis of the file server error log

· Analysis of system utilization

· System security audits and modifications

· Assist in data recovery and insure file integrity, only when authorized by CMS

· Identify hardware/software compatibility issues

· Add, modify, and/or delete users, menus, login scripts, and groups for the installed system

· Assistance with the coordination of the repair of failed hardware components

Consulting:

Contractor will provide CMS with free consulting (via telephone or email) on system modifications and enhancements as well as possible operational changes and configuration changes associated with the system during Regular Business Hours. CMS may contact the assigned member of the Contractor’s customer service staff to discuss the feasibility of modifications and enhancements to the current system. Contractor will provide assistance with defining the desired functionality, defining the scope of the enhancement, and possible difficulties the modifications may cause. CMS may request a formal bid for the desired modification or enhancement. Contractor will deliver in a timely manner, a fixed-price bid for the desired modification or enhancement.

Software Updates (same version update):

All ‘Software Updates’ include enhancements, corrections, modifications, and additions to the licensed version of the Warehouse Librarian product. Updates may also include later versions of the Licensed Product. For the duration of this support coverage and upon payment of the annual maintenance fee, CMS will receive for its use all updates to previously licensed modules issued by Contractor. The Software License Agreement will govern all Software Updates Contractor will provide onsite updates to the WL software twice a year while under an active support contract.

Software Updates (new version upgrade):

All “Software Upgrades” include major version releases of the Warehouse Librarian product that require the installation of new versions of all previously licensed Warehouse Librarian modules. For the duration of this support coverage and upon payment of the annual maintenance fee included as part of this SOW. CMS will receive for its use all Software Upgrades of previously licensed modules issued by Contractor. The Software License Agreement will govern all Software Upgrades.

On-site support required to maintain or upgrade the Software will be a responsibility of the contractor including travel expenses. Prior to the installation of the new version, CMS will be contacted with a summary of the changes in the new version.

CMS Responsibilities:

CMS will notify Contractor promptly of any system failures, problems, or nonstandard functionality. CMS will notify Contractor in writing of significant system changes including but not limited to the following: Changes in network wiring, movement of or changes to work stations, movement of or changes to peripherals, changes in software settings of configuration, or any change which may impact the performance or functionality of the Warehouse Librarian System.

During site visits, CMS will provide safe, full access to the system and its components, hardware as well as software. CMS will provide adequate working space, electrical outlets, heat and light. CMS will provide the engineer access to a telephone, and facsimile device while on-site.

CMS is solely responsible for the security and integrity of its data and for ensuring that the data has been properly backed up. This includes additions, deletions and modifications made to the data using the Warehouse Librarian System, or third party software, by the CMS, Contractor or another party.

CMS will appoint one or more Warehouse Librarian System Supervisors and ensure their proper training and expertise in the Warehouse Librarian System to act as liaison between the CMS’s users, and Contractor’s customer service staff.

Services Not Covered:

Contractor will maintain the system as described in this SOW such that CMS is assured of trouble free operation of the system commensurate with or exceeding the original operational standards. However, this support coverage does not bind Contractor to any of the following services:

· Maintenance, repair, or upgrade of third party software.

· Maintenance, repair or upgrade of system hardware.

· Training of new employees,

· Additional training of Warehouse Librarian System Supervisors.

· Tuning, Rebuilding, or Optimizing of the Pervasive SQL Databases.

· 3rd Party Software Support, Back up or Security Software, Reports, Label Formats, etc.

· Recovery assistance due to extraordinary events other than Contractor developed software, including but not limited to physical damage to computers or peripherals, modifications or removal of Contractor supplied software by non- Contractor personnel, or modification of data by third party software.

Any of the above mentioned or other out-of-scope support may be provided under separate contract at the hourly rates defined in this SOW.

Annual Maintenance Fee Structure:

Production support and Network support is only available during Contractor’s Regular Business Hours. Support calls, which result in CMS Service activities outside of Regular Business hours, will incur an hourly charge. These support calls are billed at the rate of one and one-half (1.5) times the standard engineering rate quote, with a minimum of a one-hour charge.

Premiums will be applied to the hourly rates for all services performed on Graveyard, Weekend or Holiday hours. Graveyard hours will be charged at two (2.0) times the base rate and are defined as 10 p.m. to 6 a.m. Monday through Sunday. Weekend hours will be charged at one and a half (1.5) times the base rate and are defined as 6 a.m. to 10 p.m. Saturday and Sunday. Holiday hours will be charged at two (2.0) times the base rate and are defined as the entire 24 hours of any recognized Contractor Holiday.

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