PWS_CIF Printer Maintenance_7.14.2022.pdf

1 Ver: Aug 2021

Performance Work Statement (PWS)

1.0 INTRODUCTION

The DMDC Central Issuance Facility (CIF) requires hardware and software support and maintenance, to include emergency calls, for the currently fielded two Horizon Evolution printers and accessories. These printers are used to print Common Access Cards (CAC) for the Central Issuance Request Station (CACCIRS) sites. The location of this equipment is the CIF in Seaside, California.

2.0 BACKGROUND

The Real-Time Automated Personnel Identification System (RAPIDS) includes the capability to support our military recruiting and training locations where we need to process a high volume of personnel in a minimal amount of time for issuing CACs. To accomplish this, RAPIDS collects member data at the dispersed site locations, feeds the data back through the CIF to produce the CACs, then DMDC ships the CACs back to the sites for distribution. The CIF produces over 200,000 CACs annually. Continued maintenance of the Horizon Evolution card printers is mission critical for the CIF to satisfy our Service Level Agreement with our customers.

3.0 SCOPE

The contractor shall provide the personnel, management and materials necessary to provide maintenance and support for DMDC’s card personalization system printer equipment, on site at the CIF.

This support includes maintenance and emergency calls for the equipment listed below:

3.1 QTY (2) Horizon Evolution HD High Volume Card Issuance Printers

3.1.1 SN: HE-2613

3.1.2 SN: HE-2614

3.2 NBS-1500 Mailer System Card Personalization fulfillment system (comprised of four components)

3.2.1 Model - ACF2430ANB; SN: TAT2807

3.2.2 Model - ACF1444ANE; SN: TAR2729

3.2.3 Model - MNE2420BA; SN: TAN2482

3.2.4 Model - HP CZ245A; SN: JPCCK450PG

4.0 REQUIREMENTS The Contractor shall:

4.1 Ensure minimal disruption to the CIF production schedule during repairs and maintenance of the equipment.

4.2 Have expert level experience and a working knowledge of the equipment and modules.

In addition, experience and knowledge of the following software and diagnostic tools

2 Ver: Aug 2021 used to maintain the operation of the Horizon printers: SmartSys MCS, UBIQ UBNBSPC and CMS 2000 software and diagnostic tools.

4.3 Provide service between the core business hours of 8:00am – 5:00pm, Monday – Friday, excluding Federal Holidays. The onsite response time shall be no more than 4 hours if within the core business hours, otherwise the next business day.

4.4 Provide emergency maintenance support during non-business hours to ensure continued functionality of Horizon Printers and mail system. Emergency support shall be on an as needed basis. Historically, the government has utilized not more than eight emergency calls annually. Each emergency support request shall be documented including agency POC/COR service request (email) and summary of services performed to restore functionality. All emergency maintenance services rendered to be billed in arrears.

4.5 Maintain a minimum level of spare parts that are worn during normal operations (i.e., belts, rollers, chains, springs, etc.) at all times. Must be able to acquire other needed replacement parts within three (3) business days.

4.6 Provides software updates for all equipment, accessories and software; load and troubleshoot applicable software updates.

4.7 Keep the Government apprised of upcoming software upgrades and their release dates that are relevant to the Horizon printers and accessories.

4.8 Work with HID Global engineers on future updates to software and troubleshooting issues as they arise.

4.9 Provide a monthly report to include; spare part inventory status, summary of software updates and maintenance performed, emergency call summary (as applicable).

3 Ver: Aug 2021

Base Year CLIN Description Serial

Number QTY Unit of

Measure 0001 Horizon

Evolution HE-2613 12 Month

0002 Horizon Evolution

HE-2614 12 Month

0003 NBS-1500

Mailer/Card Personalization fulfillment system comprised of four components

12 Month

0004 Emergency calls n/a 8 As needed Option Year I

CLIN Description Part Number

QTY Unit of Measure

1001 Horizon Evolution

HE-2613 12 Month

1002 Horizon Evolution

HE-2614 12 Month

1003 NBS-1500

Mailer/Card Personalization fulfillment system comprised of four components

12 Month

1004 Emergency calls (8 per year) n/a 8 As needed

Option Year II CLIN Description Part

Number QTY Unit of

Measure 2001 Horizon

Evolution HE-2613 12 Month

2002 Horizon Evolution

HE-2614 12 Month

2003 NBS-1500

Mailer/Card Personalization fulfillment system comprised of four components

12 Month

2004 Emergency calls (8 per year) n/a 8 As needed

Option Year III CLIN Description Part

Number QTY Unit of

Measure 3001 Horizon

Evolution HE-2613 12 Month

4 Ver: Aug 2021

5.0. DELIVERABLES

Description Reference Delivery Date

Monthly Report 4.9 Within the first 5 days of each month

6.0 Deleted.

7.0 CONTRACTOR TRAVEL: N/A

8.0 SECURITY: N/A

9.0 GOVERNMENT FURNISHED PROPERTY/EQUIPMENT/INFORMATION

(GFP/GFE/GFI). N/A

10.0 PLACE OF PERFORMANCE. Work performance will occur onsite at Seaside, California.

11.0 QUALITY CONTROL

3002 Horizon Evolution

HE-2614 12 Month

3003 NBS-1500

Mailer/Card Personalization fulfillment system comprised of four components

12 Month

3004 Emergency calls (8 per year) n/a 8 As needed

Option Year IV CLIN Description Part

Number QTY Unit of

Measure 4001 Horizon

Evolution HE-2613 12 Month

4002 Horizon Evolution

HE-2614 12 Month

4003 NBS-1500

Mailer/Card Personalization fulfillment system comprised of four components

12 Month

4004 Emergency calls (8 per year) n/a 8 As needed

5 Ver: Aug 2021

The contractor shall implement and maintain a Quality Control Plan (QCP) to ensure work performed conforms to the scope of work and meets the requirements under this PWS. The QCP shall, at a minimum provide a method for performing inspections; identifying, correcting and preventing problems/defective service; addressing customer complaints, and improving the quality of services over the life of the contract.

12.0. QUALITY ASSURANCE

12.1. The Government reserves the right to perform inspections and surveillance to evaluate the Contractor’s compliance to the contract terms and performance of the requirements in the PWS.

The Government will make every effort to ensure that the surveillance methods described below occur in an objective, fair, and consistent manner.

12.1.1. Periodic Surveillance. This action occurs when the COR or other Government official observes a deficiency. Examples include evidence from accidents, incidents, or delays.

Regardless of where in the line-of-duty the COR observes contractual procedures not being followed, there is an obligation to document and report the deficiency to the Contracting Officer.

12.1.2. Customer Complaint Surveillance. This action is instituted when the COR receives a complaint from a stakeholder regarding contractor service. The COR will obtain the complaint in writing and then conduct an investigation to determine its validity. If the complaint is deemed valid, the COR will immediately notify the Contracting Officer for action. The COR will notify both the Contract Manager and the complainant of the Government’s response to their complaint.

12.2. Contract Discrepancy Report (CDR). In the event of unsatisfactory contractor performance, the COR or CO will issue a CDR that will explain the circumstances and findings concerning the incomplete or unsatisfactory service. The contractor will acknowledge receipt of the CDR and respond in writing as to how they will correct the unacceptable performance and avoid a recurrence. The Government will review the contractor's corrective action response to determine acceptability and will use any completed CDR as part of an overall evaluation of Contractor performance when determining present or future contractual actions.

13.0. ORGANIZATIONAL CONFLICTS OF INTEREST

The Contractor acknowledges that it is familiar with FAR Subpart 9.5, Organizational and Consultant Conflicts of Interest, and agrees to avoid, neutralize or mitigate such conflicts of interest in accordance with the principles set forth in the FAR. If the performance requires the Contractor (to include subcontractors) to supply technical support related to systems or projects with which the Contractor is already directly concerned, either by prime or subcontract, the Contractor will immediately inform the Contracting Officer. If there is a conflict of interest, the PWS may be withdrawn. The Contractor will not undertake performance of any PWS requirement, that requires technical support regarding such systems until notice, is given, and the Contracting Officer issues written consent to proceed. Per Section 4.8 the awardee is required to provide analysis and recommendations on the terms of the NAF HBP TPA contract, which will preclude the awardee from competing on the NAF HBP TPA contract.

6 Ver: Aug 2021

14.0 APPLICABLE DOCUMENTS

Document Web link

15.0 PERFORMANCE REQUIREMENT SUMMARY (PRS)

15.1 Purpose. The PRS lists performance objectives for the required services the Government will surveil. The absence of any contract requirement from the PRS shall not detract from its enforceability nor limit the rights or remedies of the Government under any other provision of the contract including the clauses entitled “Inspection of Services” or “Inspection” or “Default” in Section E and Section I of the contract.

15.2 Components. The PRS states the performance objective (required service), and threshold (performance standard, accept and reject points (if applicable)) in either a qualitative or quantitative fashion for each critical success factor.

Performance Objective PWS Paragraph Performance Standard/Acceptable Quality

Level Onsite response time 4.4 Performance is acceptable when:

Onsite response time shall be no more than 4 hours if within the core business hours.

Emergency Days 4.5 Performance is acceptable when:

Provide emergency maintenance support during non-business hours within 24 hours of issuing a notice. Emergency support shall be on an as needed basis NTE eight calls annually

Spare Parts 4.6 Performance is acceptable when:

Contractor shall maintain a minimum level of spare parts that are worn during normal operations (i.e., belts, rollers, chains, springs, etc.) at all times.

Spare Parts 4.6 Performance is acceptable when:

Contractor must be able to acquire other needed replacement parts within three (3) days

7 Ver: Aug 2021