Scope_of_Work.pdf

Hardware Services Maintenance

OIM26-032

Hardware_Service-mc-Dec 2025

Section 1 - SCOPE OF WORK

1.1 PURPOSE

DHS is issuing this CATS+ TORFP to obtain a Master Contractor to perform on-site maintenance, repair, and replacement services of out-of-warranty Information Technology (IT) equipment and peripheral devices owned and supported by OTHS in accordance with the scope of work described in this Section 2. The out-of-warranty equipment service requests will be initiated by OTHS to the TO Contractor and is based on an equipment-per-call basis.

1.2 REQUESTING AGENCY BACKGROUND

DHS is Maryland’s fourth largest State agency and works to safeguard and provide services to some of Maryland’s most vulnerable citizens. The Department administers the State’s public assistance, social services, child support enforcement, and community-based programs through its three major operating administrations: the Family Investment Administration (FIA), the Social

Services Administration (SSA), and the Child Support Administration (CSA).

More than 8,000 full-time employees and contractors rely on the OTHS to develop, enhance, and maintain mission-critical systems that support the delivery of social services, track activities, and manage outcomes. OTHS provides technology support services to DHS’s employees, contractors, and third parties in approximately 60+ locations across the State. In addition to supporting systems to meet changing needs of the organization and fulfilling regulatory mandates, OTHS oversees the Department’s IT infrastructure. This includes personal computers, hardware and software, office applications and network equipment, Internet and Intranet, and telephone systems. OTHS does not anticipate that during a one month period, normal service calls will exceed twenty-five (25) and that critical calls will exceed fifteen (15).

1.1 EXISTING SYSTEM DESCRIPTION

DHS’s technology infrastructure consists of approximately 10,000 pieces of IT equipment and peripheral devices, which includes and is not limited to, HP printers, fax machines, scanners, network switches, and uninterrupted power supply (UPS). The equipment is located in DHS offices throughout the State of

Maryland.

The Department does not anticipate that it will replace the equipment once the manufacturer’s warranty expires. Some of the IT equipment and peripheral devices will no longer be covered by the warranty during the term of the TO Agreement.

1.3 PROFESSIONAL DEVELOPMENT

Any IT services personnel provided under this TORFP shall maintain any required professional certifications for the duration of the resulting TO Agreement.

The TO Contractor shall ensure continuing education opportunities for the personnel provided to support this TORFP.

With DHS prior approval, the time allocated to these continuing education activities for staff deployed to DHS on a full-time basis may be charged to this task order. Actual course costs, travel, and related expenses are the responsibility of the TO Contractor. Eligible continuing education shall be associated with technologies currently used or anticipated for use by DHS in the near future.

1.4 REQUIRED POLICIES, GUIDELINES AND METHODOLOGIES

The TO Contractor shall comply with all applicable laws, regulations, policies, standards, and guidelines affecting information technology and technology projects, which may be created or changed periodically.

The TO Contractor shall adhere to and remain abreast of current, new, and revised laws, regulations, policies, standards and guidelines affecting security and technology project execution.

The foregoing may include, but are not limited to, the following policies, guidelines, and methodologies that can be found at the DoIT site

(http://doit.maryland.gov/policies/Pages/ContractPolicies.aspx).

● The State of Maryland Information Technology Security Policy and Standards

● The State of Maryland Information Technology Non-Visual Access Standards

● The TO Contractor shall follow project management methodologies consistent with the

Project Management Institute’s Project Management Body of Knowledge Guide.

● TO Contractor assigned personnel shall follow a consistent methodology for all TO activities.

● In addition to the above mentioned policies, the TO Contractor is required to adhere to

IRS Safeguards 1075 (http://www.irs.gov/pub/irs-pdf/p1075.pdf).

1.5 REQUIREMENTS

2.6.1 TO CONTRACTOR PERSONNEL DUTIES AND RESPONSIBILITIES

The TO Contractor shall provide on-site maintenance and repair services for off-warranty equipment, which includes HP printers, scanners, and other related peripherals. Additional equipment will be included, which may come off of a vendor warranty during the term of the

TO Agreement. The TO Contractor Personnel under this TO shall:

A. Provide qualified service technicians for on-site repair and/or replacement of equipment out-of –warranty equipment and peripheral devices. All repair efforts shall be performed from DHS locations as equipment cannot be removed from

DHS facilities.

B. Dispatch to DHS locations statewide (Attachment 24) to provide on-site maintenance, repair, and/or replacement services as requested by OTHS via an on-line request system proposed by the TO Contractor.

C. Positively represent DHS and establishing and maintaining a professional, courteous and cooperative rapport within the DHS user community at all times.

D. Coordinate knowledge transfer activities between its staff or subcontractors as a result of turnover that may occur during the TO Agreement period to assure http://doit.maryland.gov/policies/Pages/ContractPolicies.aspx continuity of service to DHS.

E. Respond to OTHS trouble/support tickets, which are escalated to the TO

Contractor for assistance with troubleshooting and resolving complex problems.

F. Receive and respond to hardware service requests sent to the TO Contractor via e-mail. The TO Contractor shall provide status updates via e-mail. The date/timestamp of the e-mail submission shall be used by DHS to measure initial response time and the overall repair or replacement time frame. DHS will not be responsible for including Contractor-generated codes on service requests.

G. Contact and work with vendors/manufacturers for support, warranty, and repair services.

H. Schedule appointments with the DHS designated contact for the office where the malfunctioning device is housed prior to performing any maintenance or repairs.

Requests to provide service for a specific malfunctioning device outside of the normal coverage hours or days must be pre-approved by the TO Manager. The

TO Manager will provide the successful Master Contractor with an electronic list of contacts, addresses, and the telephone number for each office location being covered under this TO.

I. Generate weekly and monthly status reports (see Section 2.8.4). At a minimum, the reports shall include the date/timestamp of the service request, requestor’s name and contact information, and a detailed description of the request, and the status (open/closed/pending, etc.).

J. Perform other duties within the general scope of this TORFP as directed by the TO Manager.

1.1.1 TO CONTRACTOR TECHNICAL SERVICES

The number of service calls will vary each month; however, OTHS does not anticipate more than fifteen (5) critical (negatively impacting delivery of human services to Maryland citizens) and twenty-five (25) normal (not having immediate impact to delivery of human services) service requests per month. DHS reserves the sole and exclusive right to define and prioritize critical and normal work orders. DHS also reserves the right to change the priority of a work order at any time as necessary.

The devices covered under this TO Agreement shall include, but not be limited to, the following:

scanners, HP printers, fax machines, and UPS.

NOTE: This list will change as equipment is replaced throughout the duration of this TO Agreement.

The following technical services shall be furnished by the TO Contractor:

A. Replace or repair the malfunctioning device, as needed, to meet the required repair or replacement time frame as defined in Section 2.6.3. The TO Contractor shall provide replacement parts/devices as per CATS+ Master Contract section 2.2.1.1 and in accordance with current professional standards and best practices using first quality Original Equipment Manufacturer (OEM) authorized parts or quality reconditioned OEM parts so that performance is equivalent to that of a new part.

B. Provide a minimum of ninety (90) days warranty from completion of repair or replacement of the part or equipment. The TO Contractor’s specific warranty policy shall be included in the response to this TORFP.

C. Repair or replace hard drives back to its prior basic functionality, ensuring that the Basic Input Output System (BIOS) recognizes the device, and the hard drive is ready to have the operating system loaded. If a replacement occurs, the TO Contractor shall not take ownership over the malfunctioning hard drive. The malfunctioning hard drive shall be returned to the designated DHS personnel for degaussing and destruction, per the DHS Equipment Destruction Policy and federal mandates.

D. Submit to the designated DHS staff, via e-mail, the serial numbers and descriptions of both the original and replacement devices no later than one (1) business day of the decision to replace the equipment. The description of the replaced equipment shall also be recorded on the Record of Service (ROS) to be included with the monthly status report.

There is no exclusion or exception to this requirement. If the ROS is not received, DHS shall assume the replacement activity was not addressed within the required time frame.

(See Section 2.6.3).

E. No later than one (1) business day of the completion of a service request, the TO Contractor shall transmit to the TO Manager, via e-mail, a document detailing at a minimum the DHS service request identification number, problem description, solution description, serial number of the malfunctioning device, completion date and time for the service request, and approval signature of the DHS office contact or equipment user verifying restoration of the device. If the document is not received, DHS shall assume the service request was not addressed within the required time frame. (See Section 2.6.3).

F. Provide and install replacement batteries and maintenance kits for uninterruptible power supplies, HP printers, multifunctional HP printers, and scanners.

G. Provide a Troubleshooters’ Guidebook for use by OTHS in performing first level help desk support. At a minimum, the Guidebook will contain diagnostic tips, questions to ask, and key information to collect and include in service request. The guidebook shall be submitted in draft form no later than one hundred and twenty (120) business days following NTP. The TO Manager shall have fifteen (15) business days to review the

Guidebook and respond with comments. The TO Contractor has ten (10) business days to incorporate comments and submit the final Guidebook to the TO Manager. Updates to the Troubleshooters’ Guidebook are expected no less than annually and/or per the TO

Manager’s written request.

H. Perform other duties within the general scope of this TORFP as directed by the TO

Manager.

1.1.2 SERVICE LEVEL AGREEMENT

TO Contractor shall deliver services in accordance with the service levels described in the table below 100% of the time. The categories for problem severity and the expected responses are defined by DHS.

Service

Levels

Initial

Phone

Response

On-

Site

Repai r

On-site

Replaceme nt

Response

Availability

Comments

Critical

(negatively impacting delivery of human services to

Maryland citizens)

1 hour hours

4 hours 7 days/week, 24 hrs a day

No later than 1 hour after receipt of the service request, the TO

Contractor shall call the DHS designated contact(s) for the office where the malfunctioning device is housed to coordinate the schedule for repair or replacement service.

Normal

(not having immediate impact to delivery of human services)

4 hours

Requests received after

1:00 PM must be responded to no later than the start of business the following business day.

busin ess day

3 business days

5 days/week, Mon-Fri, 7:00

AM-5:30 PM

No later than 4 business hours after receipt of the service request, the

TO Contractor shall call the DHS designated contact(s) for the office where the malfunctioning device is housed to coordinate the schedule for repair or replacement service.