Performance Work Statement- SAM.gov.docx

Performance Work Statement Title: Service and Maintenance Agreement for Agilent Technologies, Inc. Instrumentation

Period of performance of this contract is: 4/1/2026 to 3/31/2031 Base Period: 4/1/2026 to 3/31/2027 Option Period One: 4/1/2027 to 3/31/2028 Option Period Two: 4/1/2028 to 3/31/2029 Option Period Three: 4/1/2029 to 3/31/2030 Option Period Four: 4/1/2030 to 3/31/2031

SECTION 1 – BACKGROUND

The Division of Laboratory Sciences (DLS) is part of the National Center for Environmental Health, at the Centers for Disease Control and Prevention (CDC). The Division of Laboratory Science is at the forefront of the effort to prevent and control environmental health hazards and diseases. Using advanced laboratory science and innovative techniques, DLS scientists have helped change environmental public health. By preventing disease from exposure to toxic chemicals in the environment; responding to terrorism and public health emergencies involving chemicals; and improving laboratory methods to diagnose and prevent disease, the laboratory has been in the vanguard of efforts to improve people's health across the nation and around the world.

This contract is for maintenance of Agilent Technologies, Inc. instrumentation in the Division of Laboratory Sciences (DLS). These instruments are used in analyses performed for chemical terrorism/emergency response, biomonitoring, tobacco, and research and development to establish new analytical methods for a broad variety of sample types on a wide range of mission critical projects. DLS/NCEH/CDC is defined by Congress’ Federal Response Plan for Terrorism to be the single location for measuring chemical warfare agents or their metabolites in humans. The other primary responsibility of the Division is to provide measurements of environmental toxicants in humans, also known as biomonitoring. These instruments are highly complex and maintenance and repair requires a high degree of technical proficiency and training. In order to ensure readiness to respond in the event of a chemical/biological terrorist event or in the case of an environmental emergency, it is crucial that these instruments are functional and able to run 95% of the time.

SECTION 2 – PURPOSE/OBJECTIVE

This contract is for maintenance of Agilent Technologies, Inc. instrumentation in the Division of Laboratory Sciences (DLS). These instruments are highly complex and maintenance and repair requires a high degree of technical proficiency and training. In order for the division to operate efficiently and to ensure readiness to respond in the event of a chemical/biological terrorist event or in the case of an environmental emergency, it is crucial that these instruments are functional and able to run 95% of the time. This maintenance agreement serves to keep all instruments running optimally.

SECTION 3 – SCOPE OF WORK

This contract covers hundreds of instruments and instrument components that comprise over 100 analytic systems as detailed on the attached equipment list. It is anticipated that instruments will be added to and removed from the instrument list during the performance of this contract as instruments reach end of life and are replaced.

The contractor shall provide maintenance and repair services to keep the covered instruments properly calibrated, services and maintained in accordance with or to exceed the Original Equipment Manufacturer (OEM) recommendations. The contractor shall provide at a minimum telephone support, on-site maintenance and repairs by factory certified/authorized service engineers, who are trained and/or certified to provide service for the specific equipment the service engineer has been dispatched to service. Coverage of contract includes any or all parts, travel to CDC, labor costs, and software/firmware updates and support. Maintenance service shall include periodic preventative maintenance according to the specific needs of the instrument. This preventative maintenance may be performed during the course of remedial maintenance. Repair includes any action performed on instrumentation which restores the instrument to its originally designed working order. Any software presented under the contract, whether transferred to CDC via portable media (CDs, thumb drives etc.), ftp sites, email or other means, must be scanned using CDC approved anti-virus program with up-to-date definitions prior to installation on CDC computers. In addition, portable media (except for required software downloads under the terms of the contract--see above) and mobile devices (laptops, PDAs, phones, MP3 players, cameras or similar equipment) will not be connected to CDC networks or computers. The Contractor shall ensure hardware and software installation, operation, maintenance, update, and patching will not alter the configuration settings or requirements specified above. A copy of CDC standards and procedures, including the “Mobile Device/Portable Media Standard”, will be provided to the contractor with a properly executed non-disclosure agreement under CDC policy.

SECTION 4 – TASKS TO BE PERFORMED

The Contractor shall perform the following tasks:

1. General Service Requirements - At the completion of work at each service location, the contractor service representative shall restore the work site to its original condition. Contractor site clean-up shall include disposal of any discarded parts, empty containers, packing materials, trash and debris. All chemical spills on equipment and/or surrounding floor shall be removed; and, these areas shall be cleaned to return to their original condition. The contractor shall not create or permit any safety or fire hazard to exist at the equipment site. Government-owned dumpsters may be used for disposal of waste materials except for metal parts and components, which shall be removed by the contractor. The general area of serviced equipment shall be left in a clean and orderly condition free of any trash or debris resulting from preventive maintenance and/or service activities. The contractor is responsible for all labor, parts, and travel costs associated with services rendered whether for repair or preventative maintenance. Warranty instruments will automatically be provided the same entitlements/response times as instruments under the program excluding PM’s which will be performed as the instruments comes out of warranty.

2. Repair Services – A service engineer shall respond within 24 hours of initial service request. The contractor shall complete all repairs within 5 workdays. Routine repair services include replacement or restoration of parts and all contractor services required to return installed CDC laboratory equipment to the operational and design specifications in accordance with OEM recommendations and requirements or exceeding them.

a. Initial confirmation of request shall be within four hours of formal service call placement.

b. The contractor shall respond within 24 hours to service call requests for instruments covered in the contract. Response (depending on the nature of the problem and as requested by CDC personnel) will be in one of the following forms:

i. a telephone call or email troubleshooting the problem and resulting in repair of the equipment by CDC personnel;

ii. dispatch of part(s) for problem resolution with instructions for replacement or repair by CDC personnel; and/or

iii. an on-site visit by service representative;

iv. other method that will resolve the issue and is acceptable to the CDC end user.

c. If the contractor service representative is unable to complete required service and return equipment to good working condition during the initial service call and within 5 working days from initial 24-hour response the contractor shall provide a written timeline for repair agreed upon by both the end user, service technician and senior service representative by no later than 48 hours thereafter.

d. During situations where the CDC laboratory is responding to a national emergency, the Contractor will provide repair services required as needed 24 hours per day, 7 days per week at no additional cost to the Government. The Contractor will provide a point of contact available, 24 hours, to receive service requests for the duration of the national emergency. The Contractor shall respond within four (4) hours to notification of problems or equipment failure and shall perform repairs as necessary to put the system back into service.

e. Contractor workmanship shall be at or above industry quality standards; and any government notice of non-acceptability shall be rectified by the contractor within 48 hours of notice, at no additional cost to the government.

f. Necessary replacement parts shall be “new” not “used” or “reconditioned” (unless mutually agreed to by the CDC program, in advance and replacement parts are Agilent Factory Reconditioned).

g. The cost of labor, travel, replacement materials, parts or supplies required to complete routine repair of CDC laboratory equipment and restore to OEM operational specifications shall be the sole responsibility of the contractor; and shall be provided at no additional cost to the government.

h. In the event that covered equipment is to be relocated to an alternate site, the Contractor shall provide appropriate service to ensure the safe transport, installation, and ensure the full operational condition of the equipment in the new location at no additional cost to the government.

i. For any loaner or mail in repair service the Contractor shall pay for all shipping charges for return, repair, loaner or replacement of equipment.

j. The Contractor shall ensure hardware and software installation, operation, maintenance, update, and patching will not alter the configuration settings or requirements specified above.

k. The contractor shall guarantee that the service performed and the products and parts supplied to repair or replace the equipment conforms to standards of workmanship prevailing in the trade. Software Upgrades – Vendor must provide and install Agilent software point upgrades, version upgrades or new applications intended to replace older applications (eg. MassHunter replacing ChemStation) within 6 months following release of the updated software at no cost to CDC. The Contractor shall provide software and firmware upgrades and support at no extra charge. Any software presented under the contract, whether transferred to CDC via portable media (CDs, thumb drives etc.), ftp sites, email or other means, must be scanned using CDC approved anti-virus program with up-to-date definitions prior to installation on CDC computers. In addition, portable media (except for required software downloads under the terms of the contract--see above) and mobile devices (laptops, PDAs, phones, MP3 players, cameras or similar equipment) shall not be connected to CDC networks or computers.

i. A copy of CDC standards and procedures, including the “OCISO Standard for Portable Media and Mobile Device Security,” will be provided to the contractor with a properly executed non-disclosure agreement under CDC policy.

ii. The Contractor shall ensure currently supported versions of information technology products meet the latest FDCC major version and subsequent major versions.

iii. The Contractor shall use Security Content Automation Protocol (SCAP)-validated tools with FDCC Scanner capability to ensure its products operate correctly with FDCC configurations and do not alter FDCC settings--see http://nvd.nist.gov/validation.cfm. The Contractor shall test applicable product versions with all relevant and current updates and patches installed.

iv. The Contractor shall ensure IT applications operated on behalf of CDC/DLS are fully functional and operate correctly on systems configured in accordance with the above configuration requirements.

v. The Contractor shall ensure hardware and software installation, operation, maintenance, update, and patching will not alter the configuration settings or requirements specified above

vi. The Contractor shall ensure IT applications designed for end users are fully functional and run in the standard user context without requiring elevated administrative privileges.

l. If service is required for instruments not currently under contract, repair costs and/or preventative maintenance visits may be covered by government purchase card.

3. Preventative Maintenance - The contractor shall perform up to two annual electrical and mechanical preventive maintenance services on CDC laboratory equipment in accordance with original equipment manufacturer (OEM) recommendations and requirements or exceeding them.

a. Preventive maintenance services include up to two annual periodic inspections and on-site service of installed equipment, in accordance with OEM recommendations or exceeding them; including, but not limited to cleaning, calibration, adjustments, replacement or restoration of parts, as necessary, and all services required to ensure equipment operates at peak capacity for the laboratory use and meets OEM operational and design specifications.

b. Preventive maintenance services shall be performed, in accordance with a contractor proposed schedule, which shall be coordinated with CDC scientists.

c. The contractor shall provide a copy of the preventative maintenance schedule to the COR within 2 months of contract award or new option year. To the maximum extent possible individual equipment preventative maintenance services shall be coordinated with scientist to maximize system efficiency and minimize system downtime.

d. The contractor shall provide all consumables and reagents used for troubleshooting and performance verification testing both for preventative maintenance visits and repairs.

e. If during the course of preventative maintenance, the engineer detects any parts or component that is not performing properly the contractor shall take necessary steps to make repairs at that time or schedule repairs, and notify CDC program that additional repairs are necessary. If potential issues are noticed by the contractor that fall outside the scope of the preventative maintenance being performed the CDC program shall be notified.

4. Service Engineers – Service engineers are considered visitors and must have proper approved access into CDC laboratories. Service engineers must follow all CDC policies and procedures and abide by all DLS laboratory safety requirements.

a. At CDC all non-U.S. citizen service engineers are required to register 10 days prior to a visit through the Non-U.S. Citizens Access Management System (NCAMS). Due to the time sensitivity of instrument repairs and maintenance it is required that field service engineers be a U.S. citizen or plan accordingly to ensure no delay to service.

b. On-site Contractor operations are subject to compliance with all applicable OSHA rules and regulations. All incidents and injuries to Contractor employees shall be promptly investigated by the Contractor. A copy of the incident report shall be furnished to the COR and the Contracting Officer.

c. The service engineers shall provide CDC with Agilent certificate of trainings requisite for DLS instrumentation in order to maintain records necessary for CDC equipment Clinical Laboratory Improvement Amendments (CLIA) certification.

d. On-site engineers shall abide by all CDC laboratory safety guidelines.

e. Service engineers shall follow CDC standards of conduct and ethics.

f. CDC badges may be given to on-site service engineers and service engineers who visit CDC/DLS regularly and are considered essential by the Contracting Officer Representative.

i. Service Engineers must complete any CDC or laboratory safety required training in order to receive a badge.

ii. CDC Badges may be revoked at any time.

5. Service Records – The Contractor shall provide a service invoice (field service report) to the instrument user and the COR/technical monitor detailing the work that was completed following remedial and preventative maintenance.

a. Provide to the user a printout and electronic copy of calibration verification performed during preventative maintenance to include in instrument logs.

b. Supply CDC with access to training records and certifications for all field service engineers who will be servicing CDC equipment in order to maintain records necessary for CDC equipment Clinical Laboratory Improvement Amendments (CLIA) certification.

c. At a minimum, service tickets shall contain the following information: Contract Order #, Manufacturer, Model Number, Serial Number, CDC Property Number (if applicable), Program Contact, Location, Type of Service (preventive maintenance, routine repair, etc.), Ticket open date/time, Date of Service and a Description of Service that was performed (i.e. calibration, parts replaced, etc.) for each instrument, ticket closed date/time.

6. Point of Contact - The Contractor shall designate a point of contact to coordinate all activities including but not limited to contract administration, billing, ordering and shipping, and serve as the primary Point of Contact (POC) between the Contractor and CDC Contracting Officer or designated CDC Contracting Officer’s Representative (COR).

7. Reporting Schedule –The contractor shall at a minimum provide the following:

a. Monthly Report: The contractor shall provide the Contracting Officer’s Representative and the Contracting Officer with a Monthly Report of services provided during the preceding calendar month by the last day of the current month. Form, format and content of the report may be revised, but as a minimum shall provide the following information:

i. A summary of the number of preventive service calls originally scheduled and completed to date.

ii. A summary of the number and types of government requests for service, dates received and dates completed; individual turn- around time for each service; and, average turn-around times for each type of service.

iii. A brief description of any outstanding problems and/or issues for each type of service, with options and recommendations for resolution.

iv. An updated list of badged Field Service Engineers currently working in DLS labs.

v. An updated list of newly installed equipment with date and serial number.

b. Quarterly Conference Call: A quarterly conference call with CDC COR/Technical Monitor, must be held in the last two weeks of each quarter, initiated and led by the contractor. The purpose of this call is ongoing review of contract performance. The discussion from the conference call must be documented in the following monthly report. Any required performance improvements must be documented/reported in the monthly reports.

c. Annual Meeting: An annual meeting initiated and lead by the contractor. The meeting shall be focused on equipment service issues and continuous improvement for instrument end users. The meeting may also include hands on training provided by the contractor, designed to train end users in basic to intermediate instrument cleaning, maintenance, troubleshooting, or simple repairs.

SECTION 5 – GOVERNMENT FURNISHED PROPERTY

There is no government furnished property in this contract.

SECTION 6 – PLACE OF PERFORMANCE AND CONTRACT SUPPORT HOURS

SUBSECTION A – PLACE OF PERFORMANCE

Work shall be performed at the Chamblee Campus of CDC located at: 4770 Buford Highway, Atlanta, GA 30341. Preventative maintenance and onsite service is to be performed during normal business hours, Monday thru Friday between 7AM to 4:30PM.

SUBSECTION B – CONTRACT SUPPORT HOURS

Normal hours of operation follow the CDC standard operating hours. Because the work supported on this task occasionally requires work after regular business hours, or on weekends or holidays, the support needs will sometimes fall outside of a traditional work schedule and flexibility is required.

SECTION 7 – TRAVEL

The Contractor is responsible for travel costs associated with services rendered whether for repair or preventative maintenance.

SECTION 8 – DELIVERABLES/REPORTING SCHEDULE

SUBSECTION A – PERFORMANCE MATRIX

Review contractor reports/COR survey/End user feedback

SECTION 9 – REFERENCE MATERIALS

OCISO Standard for Portable Media and Mobile Device Security

SECTION 10 – MINIMUM VENDOR QUALIFICATIONS

Vendor must provide OEM-certified field service engineers.

SECTION 11 – ADDITIONAL REQUIREMENTS

1. Terms and Conditions - The Government anticipates a fixed price contract. The contract will specify a list of equipment to be covered by the contract. The equipment list will be evaluated at least quarterly to determine if new equipment needs to be added or taken off the list. Changes to the equipment list will be done by modification to the contract. The Government does not guarantee any quantity of equipment for any of the services.

2. The contractor shall waive any re-certification/reinstatement fee for new equipment to be added to the contract for at least 90 days following the warranty period

3. Removing Devices with CDC Information from CDC Premises - Contractor shall scan all media (CDC, DVD, portable hard drives, thumb drives, etc.) used for upgrading and installing the vendor’s software/firmware with antivirus software that has the latest virus signatures. The scans shall occur before using the media in a CDC computer and when moving the media between CDC computers. If in the performance of this contract the contractor must replace an information storage device (hard drive, non-volatile flash memory module, etc.) or service equipment offsite, the contractor must remove the information storage device(s) from the equipment and provide it to CDC to be either destroyed or erased. The contractor shall not bring off-site any part of the equipment they are servicing that contains CDC data.