Statement of Work.pdf

Statement of Work (SOW) Copier Maintenance & Services

1.0 General

1.1 Background

The Mashpee Service Unit requires ongoing maintenance and repair services for its (TWO) Kyocera Taskalfa 4054ci multifunction device (MFD), which provides essential printing, copying, and scanning capabilities in support of daily administrative and clinical operations. This equipment is heavily utilized for patient records, administrative documentation, and communication needs, making reliable performance critical to mission continuity.

Due to the high-volume and essential nature of this device, routine preventive maintenance and timely corrective repairs are necessary to minimize downtime, ensure optimal performance, and extend the useful life of the equipment. Interruptions in service could negatively impact workflow efficiency, delay patient-related documentation, and hinder overall operational effectiveness.

This contract will provide comprehensive maintenance and service support, including preventive maintenance, troubleshooting, repair services, and replacement of worn or defective parts as needed. Establishing a dedicated service agreement ensures consistent equipment functionality, predictable costs, and timely technical support to sustain uninterrupted operations.

1.2 Objective

The objective of this contract is to provide comprehensive maintenance, repair, and technical support services for the Kyocera Taskalfa 4054ci multifunction device to ensure continuous, reliable, and efficient operation. The contractor shall perform preventive maintenance, diagnostic services, and timely repairs to minimize equipment downtime, extend the lifespan of the device, and support uninterrupted administrative and clinical operations. This effort will ensure consistent performance, cost-effective equipment management, and sustained mission support.

1.3 Scope of Work

The contractor shall provide all labor, materials, tools, and technical expertise necessary to perform preventive maintenance, troubleshooting, and repair services for the Kyocera Taskalfa 4054ci multifunction device. Services shall include routine inspections, cleaning, calibration, and replacement of worn or defective parts to ensure optimal performance. The contractor shall respond to service requests in a timely manner, diagnose and resolve equipment issues, and ensure minimal disruption to operations.

All services shall be performed in accordance with manufacturer standards and applicable federal regulations.

1.4 Period of Performance

The period of performance of this contract is based off of the original “base” option year and following option years if exercised. Each option year is 12 months. Requesting “base” option year to start as soon as contractor selection is made.

1.5 Place of Performance

483 A Great Neck Road S, Mashpee, Ma 02649 (CLINIC BUILDING) 483 B Great Neck Road S, Mashpee, MA 02649 (ADMIN BUILDING)

1.6 Applicable Documents

The contractor shall comply with all applicable federal information security and privacy requirements, including FISMA, NIST guidelines, and HIPAA regulations. The contractor shall ensure the protection of sensitive and protected health information (PHI) accessed through the multifunction device. No data shall be copied, removed, or disclosed. All device storage media shall be properly sanitized or returned to the Government in accordance with NIST SP 800-88. Contractor personnel shall adhere to all facility security requirements, including access controls, confidentiality agreements, and incident reporting procedures.

2.0 Specific Requirements/Tasks

The contractor shall provide all services necessary to ensure the continuous operation, maintenance, and repair of the Kyocera Taskalfa 4054ci multifunction device. Tasks include, but are not limited to, the following:

1. Preventive Maintenance o Perform routine preventive maintenance in accordance with manufacturer recommendations.

o Clean, inspect, and calibrate equipment components to ensure optimal performance.

o Replace consumable and wear items (e.g., rollers, fusers, drums) as needed.

2. Corrective Maintenance and Repairs o Diagnose and repair equipment malfunctions and failures.

o Provide all necessary replacement parts, components, and labor.

o Restore equipment to full operational status within established response times.

3. Service Response o Respond to service calls within 24 hours of notification.

o Provide on-site service during normal business hours: 8:00AM to 4:30PM.

1. Closed for Federal holidays / No weekends.

o Offer emergency or expedited service if required.

4. Parts and Supplies o Furnish all replacement parts required for repairs.

o Ensure all parts are new, manufacturer-approved, or equivalent.

o Maintain adequate inventory to minimize downtime.

5. Technical Support o Provide troubleshooting assistance (remote and/or on-site).

o Offer user guidance related to basic operational issues, as needed.

6. Equipment Monitoring (if applicable) o Monitor device performance and usage to proactively identify maintenance needs.

o Recommend service actions to prevent failures.

7. Reporting and Documentation o Provide service reports after each maintenance or repair visit.

o Document issues identified, work performed, and parts replaced.

o Maintain service history records for the duration of the contract.

8. Data Security and Protection o Ensure no access, copying, or removal of sensitive or protected data.

o Follow all federal data security and privacy requirements during servicing.

o Properly handle and return or sanitize any data-containing components.

9. Compliance o Perform all services in accordance with manufacturer standards and applicable federal regulations.

o Adhere to facility access, safety, and security requirements at all times.

10. Continuity of Operations

• Minimize disruption to Government operations during maintenance and repairs.

• Coordinate service visits with designated Government personnel.

3.0 Delivery or Deliverables

The contractor shall provide the following data, documentation, and deliverables in support of maintenance and service operations for the Kyocera Taskalfa 4054ci multifunction device:

1. Service Reports o Provide a written service report after each maintenance or repair visit.

o Reports shall include date/time of service, technician name, description of issue, actions taken, parts replaced, and equipment status.

2. Preventive Maintenance Documentation o Document all scheduled preventive maintenance performed.

o Include inspection results, adjustments made, and any recommended follow-up actions.

3. Repair and Parts Replacement Records o Maintain records of all repairs and parts replaced throughout the contract period.

o Identify part numbers, quantities, and justification for replacement.

4. Service Log / Equipment History o Maintain a complete service history log for the device.

o Provide updated logs to the Government upon request or at specified intervals.

5. Performance and Uptime Reporting (if applicable) o Provide periodic reports (monthly/quarterly) detailing equipment uptime, downtime, and response times.

o Identify recurring issues and recommended corrective actions.

6. Incident Reporting o Immediately report any incidents involving equipment failure, data exposure, or security concerns.

o Provide a written incident report within 8 hours of occurrence.

7. Data Security Certification o Certify that no Government data was accessed, copied, or removed during service.

o Provide documentation of proper handling, sanitization, or return of any data-containing components.

8. Inventory of Installed/Replaced Components o Provide an updated inventory list of major components installed or replaced during the contract period.

9. Technical Recommendations o Provide written recommendations for equipment improvements, upgrades, or replacement when applicable.

10. Final Contract Report

• At the end of the contract period, provide a summary report of all services performed, including total service calls, major repairs, parts replaced, and overall equipment condition.

All deliverables shall be submitted electronically (unless otherwise specified) to the designated Government point of contact and maintained in accordance with federal recordkeeping requirements.

Notice to contractors:

All information and data related to this project that the contractor gathers or obtains shall be both protected from unauthorized release and considered the property of the government. The contracting officer will be the sole authorized official to release verbally or in writing, any data, the draft deliverables, the final deliverables, or any other written or printed materials pertaining to this contract.

Press releases, marketing material, or any other printed or electronic documentation related to this project, must not be publicized without the written approval of the contracting officer.]

5.0 Required Travel and Other Direct Costs (ODCs)

All travel required to perform services under this contract shall be the responsibility of the contractor and shall be included in the contract price. No additional reimbursement for travel, lodging, per diem, or related expenses will be authorized by the Government.

7.0 Special Instructions

Coordination: The contractor shall coordinate all service visits with the designated Government point of contact to minimize disruption to daily operations.

Work Hours: All services shall be performed during normal business hours unless otherwise approved by the Government.

Access Requirements: Contractor personnel shall comply with all facility access, safety, and security requirements, including check-in procedures and escort policies, if applicable.

Clean Work Area: The contractor shall maintain a clean and safe work environment and remove all debris, packaging, and replaced parts upon completion of service.

Continuity of Operations: The contractor shall take all reasonable measures to minimize equipment downtime and avoid interruption to critical administrative and clinical functions.

No Unauthorized Changes: The contractor shall not make any modifications to equipment configuration, network settings, or software without prior Government approval.

Point of Contact: The Government will designate a primary point of contact for service requests, approvals, and coordination.

Professional Conduct: Contractor personnel shall conduct themselves in a professional manner at all times while on Government premises.

8.0 Glossary of Abbreviations and Acronyms

Federal / Compliance Acronyms

• FISMA – Federal Information Security Management Act

• NIST – National Institute of Standards and Technology

• HIPAA – Health Insurance Portability and Accountability Act

• FAR – Federal Acquisition Regulation

• SP 800-88 – NIST Special Publication 800-88 (media sanitization guidance)

Data / Healthcare Related

• PHI – Protected Health Information

Contracting / Procurement Terms

• ODCs – Other Direct Costs

• CO – Contracting Officer

Equipment / Technical Term

• MFD – Multifunction Device (printer/copier/scanner unit)

Location / State Abbreviation

• MA / Ma – Massachusetts