Attachment_7_-Task_Order_One_053117_updated.docx

Source Selection Information - See FAR 2.101 and 3.104 TIRNO-17-R-00012

U.S. Department of Treasury

Managed Print Services (MPS)

Task Order #1 Internal Revenue Service

Version 0.4

May 31, 2017

ATTACHMENT 7

Source Selection Information - See FAR 2.101 and 3.104 Page C - 1 Table of Contents

List of Figures Figure 1. MPS Solution 7

List of Tables

Scope of Task Order #1 This purpose of this Task Order (TO) is to implement Department of Treasury’s new Managed Print Service (MPS) use of printing, copying, scanning, print-related purchasing practices, and paper and ink/toner usage in the Internal Revenue Service (IRS). The MPS is a planned Enterprise Initiative to use enhanced technology and managed services to meet all of Treasury’s printing needs in a more cost-effective, secure, reliable, and environmentally sustainable manner. It is not the intention of the IRS or Treasury to purchase or lease any hardware, software, cabling, equipment racks, etc., under this solicitation; rather, the intent is to contract for the provision of managed services, and it is the MPS Supplier’s responsibility to propose an appropriate solution of hardware, software, and services to meet the defined MPS objectives with guaranteed outcomes.

The MPS solution affects the distribution, management, and servicing of printers and multifunctional devices (MFDs), which perform copying, printing, faxing, and scanning functions, throughout Treasury. The MPS is expected to improve workforce productivity through reduced printer downtime and expanded print functionality; save Treasury significant printing costs over five years; better protect sensitive and private information; reduce paper waste; and ensure compliance with Government-wide and Treasury-wide “Green” printing and electronic stewardship requirements and guidance.

An objective of the MPS is to reduce the number of personal desktop printers in offices and workstations to the greatest extent practicable. MPS will enable the workforce to:

· Print, copy, and scan to email using fast, high-volume, networked devices conveniently located for users

· Reduce demand on information technology (IT) staff by transitioning maintenance and upkeep to a Managed Service provider

· Print securely through the implementation of personal identification number (PIN) printing and “follow-me” printing technology, granting users the same security as a personal printer and helping to reduce burden on employees and IT staff to set up print drivers

· Standardize duplex (two-sided) printing for all printers and MFDs to comply with Government-wide policy and to reduce paper usage

· Standardize black-and-white printing as the MPS default

Background and Current State Through the IRS, Treasury administers America’s tax laws and collects the revenues that fund most Government operations and public services. Each year, IRS employees make hundreds of millions of contacts with American taxpayers and businesses. Treasury and its employees represent the face of Government to more U.S. citizens than any other Bureau. The IRS provides services to millions of taxpayers to help them understand and meet their tax obligations. The IRS also deters people inclined to evade their responsibilities and vigorously pursues those who violate tax laws. Service and enforcement are equally important priorities for Treasury. Treasury is committed to both providing excellent service to taxpayers and enforcing America’s tax laws in a balanced manner The IRS is the largest consumer of print services in Treasury. The IRS currently has approximately 64,878 printers, to include desktop printers, copiers, high-end, specialized, portable, and network printers. Refer to Printer Inventory at Appendix A. The IRS prints an approximate 396 million pages on a yearly basis. The IRS is the first TO under this Indefinite Delivery, Indefinite Quantity (IDIQ) contract, and represents approximately 80% of all of Treasury’s printing requirements. The scope of this TO comprised of three phases:

Phase 1 – Assessment of the Current State and Plan for New Solution This phase includes the activities immediately after award of contract, including assessing and validating the IRS’s printing asset inventory; confirming which print assets should be kept, repurposed, or removed; buying back usable Government-owned printing assets at fair market value (FMV); and transferring ownership of the usable printer hardware from the IRS to the MPS Supplier. This phase also includes the design of the new MPS solution addressing both usable and unusable assets that will be submitted to Treasury for approval, as well as a plan for destroying any print resources as required by the IRS.

Phase 2 – Implementation of the New Solution This phase includes the implementation of the current printer environment to the new MPS solution for the IRS. During this phase, the MPS Supplier will implement the Service Transition Plan, defined in Phase 1, for the new solution, and work with the IRS to ensure that the new solution meets all security and operational requirements, and that the transition can be accomplished within the desired timeframes. The MPS Supplier must be responsible for all aspects of the transition and must minimize the impact on IRS locations.

Phase 3 – Management of the Ongoing Managed Print Solution This phase is the ongoing management of the MPS operations and maintenance services necessary to support Treasury’s goals and objectives, including the identification of future enhancements and new technologies that will continue to improve, enhance the environment, and ultimately reduce the costs of print services for all of Treasury.

Phase 1 – Assessment of the Current State and Plan for New Solution The MPS Supplier’s proposal should describe the solutions and approaches, including the necessary people, processes, and technology to assess and validate the current printer inventory, buy back Government-owned devices, dispose of all printing devices that will not be incorporated into the MPS Supplier’s solution, and design and implement the new MPS. The Offeror’s proposed MPS solution must include such industry practices as device monitoring, automated service calls for malfunctioning or failed devices, dedicated toll-free repair and status line, remote troubleshooting, and supply-ordering mechanisms.

Prior to the start of Phase 1, Treasury will compile an inventory of all printing assets and will reserve the right to retain a third party assessor to validate the FMV for these assets. During Phase 1, the MPS Supplier will work with the IRS to validate that the IRS portion of the inventory is complete and to finalize what good assets the MPS Supplier will buy.

During this phase, the MPS Supplier will design the MPS solution that addresses printing assets that can either be used as part of the new solution design, or can be replaced by the new MFDs. The new solution may use any printing assets provided by the IRS and must be consistent with the Treasury MPS Policy. The MPS Supplier will develop a plan for implementing the design of the new printer solution for the IRS. Figure 1 depicts an overview of the MPS solution.

Figure 1. MPS Solution

The general operating rules for key tasks and responsibilities of the Offeror and IRS are outlined in Table 1:

Table 1: Operating Rules for Key Tasks and Responsibilities of the Offeror and IRS

Requirements for Phase 1 – Assessment of the Current State and Plan for New Solution Program and Operational Management – conducting the Program Management Kick-Off, developing a proposed outline for an Operational Management Framework.

Assessment and Inventory Validation – validating the Treasury-provided inventory. Conducting a full assessment of Treasury sites and documenting results.

Exchange Sale of Reusable Assets – assessing the currently used assets, their age and residual value. Providing Treasury with a list of “good” assets that will fit future design and providing Treasury with service credits for these assets that will be used to offset billable services.

MPS Minimum Device Functionality – ensuring that the new MPS solution meets minimum device functionality requirements.

Security – assessing and describing plans to meet security requirements of the IRS.

MPS Design – designing a new Treasury printing environment delivered for the IRS that is consistent with the established Treasury Managed Print Policy and meets overall architectural goals and FedRAMP security requirements for the management reporting and performance monitoring tool in the cloud.

Transition Planning – providing a Service Transition Plan that describes in detail the migration of all legacy services from the Treasury’s and/or Bureau’s current implementation to the MPS Supplier’s solution.

Change Management – developing a Change Management and Training Plan that describes the approach to provide training on the new devices for all employees and addresses an outreach proactive training approach to users to ensure their understanding and buy-in of the new solution.

Program and Operational Management The MPS Supplier must participate in a Contract Kick-Off Meeting at a place and time approved by the IRS. The meeting will provide an introduction between the MPS Supplier personnel and IRS and Treasury personnel who will be involved with administering and managing the Contract. The meeting will provide the opportunity to discuss management of the Contract, roles and responsibilities, terminology and processes, security, administrative issues, and TO procedures, including notification and communications processes, travel, reporting, and invoicing procedures. Attendees must include MPS Supplier personnel, including the Program Manager and Contracts Manager, and representatives from Treasury Program Management Office (PMO) and Contracting Activity.

The MPS Supplier must develop a proposed outline for an Operational Management Framework (OMF) describing how it will work in partnership with Treasury PMO to seek new solutions and initiatives for business problems. The OMF must deliniate the MPS Supplier’s managed service lifecycle approach and must include proactive recommendations and assessments. As part of the OMF, the MPS Supplier must develop and maintain an Information Technology Infrastructure Library (ITIL®)–based Service Strategy process to manage the current environment and implement a new solution that contains the ITIL® Version 3 lifecycle stages and processes shown in Appendix B.

The MPS Supplier must develop a Help Desk and Problem Support Plan that delineates the Government-vendor responsibilities and maximizes the value proposition for the Government in terms of IT staff burden. This plan will be documented in the OMF.

The MPS Supplier must complete a Draft Quality Assurance Surveillance Plan (QASP) that Treasury and the IRS will use to evaluate the MPS Supplier’s performance under the Contract. The QASP template is provided in Section J Attachment F.4 of the Request for Proposal (RFP). The Draft QASP must include, at a minimum, the Government-proposed performance metrics, expressed in the form of Service Level Objectives (SLOs) in Section 5.1.8, which are specific quality-of-service measurable characteristics. The MPS Supplier may add any additional SLOs and describe the process for calculating and reporting on all SLOs. The final QASP will be agreed to by both the Government and MPS Supplier after TO award, to ensure mutual understanding of how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable performance rate.

The MPS Supplier must implement a cloud management reporting and performance monitoring tool that is FedRAMP compliant to monitor the performance of the MPS Solution across Treasury and the IRS.

Assessment and Inventory Validation The MPS Supplier will coordinate with Treasury and the IRS to validate and assess the current Treasury-identified printer and MFD inventory for the IRS in Appendix A. During this assessment, the MPS Supplier must work with the IRS to determine that the inventory is complete and up-to-date and to identify any assets that have value and can be reused.

With the agreement of the IRS, the MPS Supplier must be permitted to make any adjustments to the inventory, as discovered during validation. The MPS Supplier must visit each site as necessary to confirm, update, and validate the printer asset inventory within the scope of this acquisition.

The MPS Supplier must provide the printer asset inventory to the IRS at least 60 calendar days prior to the MPS Supplier’s proposed implementation date. The inventory must include proposed prices with separate pricing proposed for each 12-month period of performance. The inventory must also provide projected page volume for the facility for each 12-month period following implementation to allow the Government to add a corresponding amount of funding to the TO for IRS-wide click utilization. The IRS will review and provide written approval of all inventory documentation before implementation can commence.

The MPS Supplier must provide advance written notice and a schedule two weeks prior to the proposed start date for each facility assessment. The MPS Supplier will be granted access to each facility with prior approval Mondays through Fridays from 7:00 a.m. to 5:00 p.m., excluding Government holidays.

MPS Design The MPS Supplier must design the new MPS solution for the IRS that is consistent with the established Treasury Managed Print Policy. The MPS Supplier will be responsible for the setup and maintenance of the MFDs, other network printing capabilities, and print queues.

The MPS Supplier must provide print queues that will be the standard for connectivity within the managed fleet. Queues provide/enable:

Ease of connecting to a device without administrative rights Policy enforcement (duplex, color, etc.)

User utilization tracking Print driver management The MPS Supplier must provide a flexible solution that accommodates changes in Treasury information architecture and standards, is able to implement improvements in printer and MFD utilization efficiency, and allows for flexibility to include new access methods. Additionally, the solution must ensure that:

All print devices except those that meet the waiver standards must be shared resources and must be on the network. There will also be special service levels associated with Executive-Level services.

Print resources must be standardized across the managed fleet.

Duplex printing must be the standard device default setting.

Black-and-white must be the standard device. Color network printers do only color printing.

Where multiple input paper trays are being used for special stocks in the current state, this configuration must also be available in the rationalized state and within the distance parameters.

By default, employees can use secure pull-printing using their Personal Identity Verification (PIV) card to retrieve a document. Optionally, the user can override this option, allowing printing without using the PIV card on the printer.

If an MPS device has limited or no functionality for more than 3 days or has incurred downtime three times or more over a period of 30 consecutive calendar days due to a hardware failure, the MPS Supplier must replace the MPS device with an equivalent or similar-featured MPS device at no additional cost. The 3-day period begins with the first outage report to the MPS Help Desk. In the event the IRS recognizes recurring issues with a specific device, it reserves the right to have the device replaced either in whole or in part. The MPS Supplier shall take measures to replace or fix that device agency-wide, regardless of whether the specific device has experienced problems, at the MPS Supplier’s expense.

The following are the general placement principles for an office environment:

End users must not have to use stairs, pass into or out of a secure area, or pass through double doors to access their primary black-and-white printer. The key metric is 20 staff per black-and-white print device.

The primary device for end users must be placed within a reasonable walking distance agreed upon with the IRS and consistent with the Treasury Print Management Policy. Providing standard capabilities and placement is intended to minimize device moves required in response to individuals’ moves.

Color must be produced on devices that are centrally located in each building/work area as long as there is a business justification for color.

Exchange Sale of Reusable Assets Once the inventory of equipment is finalized and agreed to by the IRS and the MPS Supplier, the MPS Supplier will assess the remaining value of any reusable or valuable equipment at the end of its useful life based on its current value, and provide the IRS with service credits for these assets that will be used to offset billable services provided by the Supplier in the first and/or second years of the Contract. The MPS Supplier’s service credits must be valued in United States dollars (USD), meaning that one service credit equals $1 USD, and must meet retail FMVs.

The MPS Supplier must define its approach to device end-of-life management. Unless approved by the Government as a management option, electronic assets must not be disposed of in a landfill or by incineration.

0. Upon execution of the exchange sale, the MPS Supplier must remove all bar codes from the acquired hardware and replace them with bar codes that the MPS Supplier must manage in a data repository available to Treasury. As part of the MPS Supplier’s asset management process, the MPS Supplier must add the bar codes to description fields within the SNMP.

The MPS Supplier will charge for management, break/fix, and consumable costs on a cost-per-image basis, and report the costs to the IRS.

MPS Minimum Device Functionality The MPS Supplier shall ensure the following MPS device functionality:

0. All networked MPS devices must have the following capabilities:

PIV card authentication

· Work with a supplier-provided universal print driver All MFDs must have the following capabilities:

· Scan to user’s email

· Scan to user’s network folder

· Scan to document repository

· Secure fax capability

· Print and copy in black and white All stand-alone black-and-white printers must have the following capabilities:

· Be networked

· Be used for spaces where an MFD would not fit space reasons All stand-alone color printers must be networked.

At the IRS, stand-alone fax machines will not be part of the solution; however, fax usage may be diverted to MFDs over analog fax lines or other method.

The MPS Supplier must ensure that all networked MFDs and/or all network printers, including color, can provide secure pull-printing via PIV card access if desired. Under secure pull-printing the user can, using a PIV card, direct a print job to any device attached to the network without being mapped to any one device. This can be implemented via two methods, either by a virtual print queue that pulls print jobs directly from a user’s personal computer or by implementing print servers. The IRS currently does not have print servers and utilizes Internet Protocol-based printing from a user’s device. IRS criminal investigation currently has print servers and resides in a separate domain from the main IRS.

Security The MPS Supplier must assess the IRS’s security requirements and ensure that the proposed MPS meets current and future security and privacy requirements defined by Treasury and Federal laws, regulations, and policies. Security and Privacy requirements apply to individuals and organizations having contractual arrangements with Treasury, including Suppliers, Sub-suppliers, and outsourcing partners. The objectives of the Security and Privacy Requirements are to:

Provide security to protect the confidentiality of information on behalf of Treasury, commensurate with the risk and magnitude of harm resulting from unauthorized access, use, disclosure, disruption, modification, or destruction.

Ensure that the printer policies, processes, and procedures comply with Federal Government-approved standards and guidelines for a Federal Information Processing Standards 199 moderate to high system classification, and are consistently enforced.

Ensure that printer policies perpetually remain in compliance with the provisions of the Federal Information Security Management Act, Title III of the e-Government Act of 2002, P. L. 107-347, and subsequent amendments, and other applicable laws, regulations, and policies as they are added, modified, or deleted.

Considering the security policies of the IRS, the MPS Supplier must create the System Assessment Security package. This package will include the following documentation as appropriate:

System Security Plan Indirect Transmission Control Protocol (ITCP) Boundary Scope Memo Privacy Impact Assessment Incident Response Plan Configuration Management Plan Security Configuration Guidelines Continuous Monitoring Plan Incident Response Plan and Incident Response Training Plan Roles and Responsibilities, and Expected Behavior Rules Transition Planning The MPS Supplier must provide a Service Transition Plan that describes in detail the migration of all legacy services from Treasury’s and/or the IRS’s current implementation to the MPS Supplier’s solution. The MPS Supplier’s plan must demonstrate that the Service Transition Plan is based upon formal migration methodologies and approaches that have resulted in previous successful account migrations.

The MPS Supplier’s Service Transition Plan must include:

Details of specific tasks, dependencies, milestones, responsible individuals, and acceptance test activities.

Details of how in-flight projects and printer demands will be accommodated during the transition period.

Detailed implementation project plan customized for Treasury that the transition team must use to complete the migration.

Details on the approach for implementing environmental savings in the target solution and in ongoing maintenance and upgrade activities. These initiatives must include savings that reduce floor space requirements and hardware footprints, and provide energy-saving solutions, consolidation, and other technical improvements as they become available in the marketplace.

Recommendation on whether or not the facility or facilities require the MPS to provide on-site support or whether it can be managed by the IRS key operators.

Details on customer outreach and communications plans.

Plans for disposal and recovery of printers that will not be part of the MPS solution.

An ongoing approach for recommending areas that can reduce cost on an ongoing basis as part of communications.

The MPS Supplier must provide a Test Plan to verify that the installation of the MFDs has been successful and they work in accordance with the design. The plan should verify that MFD loads and security requirements are supported, and ensure that printer fonts and standard templates are also tested.

Change Management The MPS Supplier will develop a Change Management and Training Plan to provide training on the new devices for all employees. This plan should address live training for newly installed devices for, at a minimum, Government key operators, and provide accessible end-user self-help training materials.

Acceptable training methods include web-based and in-person training at no additional cost to the Government. Any method must be Section 508 compliant. Training must include, at a minimum, how to operate the basic function keys of the device; location and procedures for installing consumable parts, such as paper, toner, staples, etc.; how to operate special features, including but not limited to duplexing, enlargements, and reductions; multiple job queues; diagnosis and resolution of basic device malfunctions, etc. It should also address an outreach proactive training approach to users to ensure their understanding and buy-in of the new solution. IRS employees shall be able to access materials presented in the training as well as job aides for how to use devices via the web at any time during the term of this agreement.

Deliverables for Phase 1 — Assessment of Current State and Plan for New Solution The MPS Supplier must produce and deliver to the Government the work products outlined in Table 2 during Phase 1 – Assessment of Current State and Plan for New Solution:

Table 2: Deliverables for Phase 1

· System Security Plan

· ITCP

· Boundary Scope Memo

· Privacy Impact Assessment

· Incident Response Plan

· Configuration Management Plan

· Security Configuration Guidelines

· Continuous Monitoring Plan

· Incident Response Plan and Incident Response Training Plan Roles and Responsibilities, and Expected Behavior Rules

· Details of specific tasks, dependencies, milestones, responsible individuals, and acceptance test activities.

· Details of how in-flight projects and printer demands will be accommodated during the transition period.

· Detailed implementation project plan customized for the IRS that the transition team must use to complete the migration.

· Details on the approach for implementing environmental savings in the target solution and in ongoing maintenance and upgrade activities. These initiatives must include savings that reduce floor space requirements and hardware footprints, and provide energy-saving solutions, consolidation, and other technical improvements as they become available in the marketplace.

· Recommendation on whether the facility or facilities requires the MPS to provide on-site support or whether it can be managed by IRS key operators.

· Details on customer outreach and communications plans.

· Plans for disposal and recovery of printers that will not be part of the MPS solution.

Exit Criteria for Phase 1 — Assessment of Current State and Plan for New Solution The MPS Supplier must meet the exit criteria outlined in Table 3 to complete Phase 1:

Table 3: Exit Criteria for Phase 1

Phase 2 – Implementing the New Solution During this phase, the MPS Supplier will implement the Service Transition Plan, defined in Phase 1, for the new MPS solution, work with the IRS to ensure that the new solution meets all the security and operational requirements, and ensure that the transition can be accomplished within the desired timeframes. The MPS Supplier must be responsible for all aspects of the transition and must minimize the impact in IRS locations.

Requirements for Phase 2 – Implementing the New Solution This phase includes the implementation of the current printer environment to the new MPS solution for the Ordering Organization. Services generally included in Phase 2:

· Management Reporting and Peformance Monitoring Tool – providing access to a management reporting and peformance monitoring tool to allow ad hoc investigation of printer and MFD utilization and performance, including adherence to SLOs, self-service report generation, analytics, and MFD management and planning

· Installation – delivering, installating, and configuring the printers and MFDs at IRS locations

· Help Desk Stand-Up – providing proactive maintenance and Help Desk services

· Testing – providing equipment and on-site support for testing of all new printer and MFD hardware and software components prior to any production deployments

· Change Management – implementing training and communications plan to move users over to the new MPS solution and mitigate issues

· Security –ensuring that all printers are authorized by the appropriate authority prior to production The following requirements apply to Phase 2:

Management Reporting and Performance Monitoring Tools The MPS Supplier must provide the IRS with access to the performance management and monitoring tool to allow ad hoc investigation of printer and MFD utilization and performance, including adherence to SLOs, self-service report generation, analytics, and MFD management and planning. The MPS Supplier must provide documentation on its proposed tools and provide sample inquiries and output.

The MPS Supplier must provide updated documentation in the OMF to show full operational support for these configurations, as well as the process for managing future changes and additions to the managed MFD environment, and must detail Standard Operating Procedures for all tasks in accordance with the ITIL framework.

Installation The MPS Supplier must provide delivery, installation, and configuration of the MFDs at IRS locations. The MPS Supplier and/or the IRS will agree to an Infrastructure Certification of Ready for Use or Operational Readiness Checklist based upon mutually agreed criteria with the IRS.

The MPS Supplier must work with the IRS to provision new printers and MFDs to the facility network and to de-provision the legacy printers and MFDs. The MPS Supplier must describe its processes for performing these activities in the OMF.

The MPS Supplier must provide site preparation (power, floor space, and all network connectivity) requirements for any new printer capacity a minimum of 30 days in advance of delivery. The IRS will be responsible for the site preparation.

The MPS Supplier must develop and deliver updated OMF documentation in support of ongoing operation and maintenance that satisfactorily demonstrates the Supplier’s resource provisioning.

The MPS Supplier must deliver printers and MFDs as close as possible to the scheduled and approved installation date and, in any case, no more than 6 business days prior to it. Delivery must adhere to all of the facility schedules.

The following requirements apply to delivery:

The MPS Supplier must provide the necessary equipment (dollies, hand trucks, lift gates, etc.) to deliver all devices and accessories to the earmarked IRS designated space without any assistance from IRS personnel. Note that some locations will require lifting the equipment several stories, at times with no elevator.

The MPS Supplier must unbox the devices and accessories.

The MPS Supplier must dispose of all packaging materials, including boxes and pallets.

The following requirements apply to installation:

At least 2 days prior to installation, the MPS Supplier must provide the required model information.

Installation includes physical movement of a device to its appropriate location, attaching to power provided by the IRS, attaching to network cable provided by the IRS, configuring to the Dynamic Host Configuration Protocol with reserved Internet Protocol address provided by the IRS, and configuring the device to make it fully operational.

Deliveries and installations must be conducted Monday through Friday between the hours of 8:00 a.m. and 5:00 p.m. (local time), excluding Federal holidays. Delivery and/or installation may be necessary during other hours due to requirements of specific sites. If the MPS Supplier’s proposed delivery or installation time is not acceptable, it shall negotiate a mutually agreeable alternate time with the IRS.

The MPS Supplier must be prepared to provide printer/MFD storage services for orders that require a phased delivery at no additional cost.

The IRS must not be billed for test pages printed during the initial setup.

The MPS Supplier must inform the IRS when a device is installed and when users have been trained on the device.

The MPS Supplier is responsible for moving equipment to the final placement locations within an IRS facility The MPS Supplier shall allow for unlimited relocations within a facility and up to two relocation per year, per device, within a maximum of 100 miles of the previous installed location when the equipment is located within the 50 U.S. States, the District of Columbia, or U.S. Territories. The MPS Supplier must relocate the device within 10 business days at no additional cost to the IRS. Relocations will be done in accordance with the Treasury Managed Print Policy.

Help Desk Stand-Up To ensure system operability (as required in the SLOs section below), the MPS Supplier must provide maintenance and Help Desk services, and record and archive all calls made to its Help Desk. The Help Desk services must be open to receive calls from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday, excluding Federal holidays.

The MPS Supplier must provide the IRS full access to all incident data, call history, and response and resolution times.

Testing The MPS Supplier must provide equipment and on-site support for testing of all new printer and MFD hardware and software components prior to any production deployments. The MPS Supplier must perform functionality, performance, and security testing. The IRS will work with the MPS Supplier to resolve any open issues identified during testing, but will maintain final approval authority prior to deployment of any hardware, software, firmware, or patches to any other IRS environment. The MPS Supplier must provide all test results to the IRS.

The MPS Supplier shall test the cloud tool set to ensure conectivity to IRS devices, proper reporting, and that device level management is functioning properly, Dashboard meets the satisfaction of the IRS, and tool set is ready for use in production.

Change Management The MPS Supplier will execute the Change Management and Training Plan to provide training on the new devices for all employees on newly installed devices for, at a minimum, Government key operators, and provide accessible end-user self-help training materials. If the Government key operator is not available during the MPS Supplier’s proposed time period, the Government key operator is required to establish a mutually agreeable alternate time at no additional cost to the Government. If the Government key operator has previously received training for a specific device, the training requirement has been fulfilled and no additional training from the MPS Supplier shall be required.

Security The MPS Supplier must ensure that all printers and MFDs and the management reporting and performance management tool are authorized by the appropriate IRS Designated Authorizing Authority (DAA) or Authorizing Official and granted an Authority to Operate (ATO) before being placed into production, and meet the security requirements in Section 3.1.6.

Deliverables for Phase 2 – Implementing the New Solution The MPS Supplier must produce and deliver to the Government the work products outlined in Table 4 during Phase 2:

Table 4: Deliverables for Phase 2

Exit Criteria for Phase 2 – Implementing the New Solution The MPS Supplier must meet the exit criteria outlined in Table 5 to complete Phase 2:

Table 5: Exit Criteria for Phase 2

Phase 3 – Management of the Ongoing Managed Print Solution During Phase 3, the MPS Supplier will perform all of the ongoing operations and maintenance for the implemented MPS Solution, update operational documentation as necessary, and coordinate with Treasury PMO on resolving any operational problems and issues and recommending refreshment alternatives.

Requirements for Phase 3 – Management of the Ongoing Managed Print Solution This phase is the ongoing management of the MPS operations and maintenance services necessary to support the IRS’s goals and objectives, including the identification of future enhancements and new technologies that will continue to improve, enhance the environment, and ultimately reduce the costs of print services for all Treasury Services generally included in Phase 3:

· Operations and Maintenance – providing operations and maintenance, installation, upgrades, and refresh services in accordance with the SLOs for the classes of MFDs

· Service Response Time – responding to service failures within the timeframes agreed to in the SLOs

· End of Life – ensuring removal and disposal of all assets in accordance with the Ordering Organization’s policies to include recycling of all equipment hardware and printer cartridge materials as feasible.

· Equipment Maintenance and Support – providing ongoing maintenance and support conducted in accordance with applicable Federal, State and local Occupational Safety and Heath Standards, regulations and requirements.

· Ongoing Security Monitoring and Incident Tracking – maintaining security incident response/reporting services

· Management Reporting and Performance Monitoring Reporting – providing a Dashboard via the cloud tool set as part of the Management Reporting and Performance Monitoring overall MFD/print utilization and performance.

The following requirements apply to Phase 3.

Operations and Maintenance The MPS Supplier must be responsible for operations and maintenance, installation, upgrades, and refresh in accordance within the SLOs for the classes of MFDs and printers. The MPS Supplier will be the IRS responder for devices listed in the MPS Contract, including networked printers, copiers, and color printers. The MPS Supplier must provide a proposed process for how this will be accomplished and must document it in the OMF.

To reduce the need for on-site personnel and to facilitate operations, diagnostics, maintenance, and service, the MPS Supplier must coordinate with the IRS to enable a secure remote access capability for all printer systems and devices. This information will be securely sent to the cloud manangement capability for use by the Help Desk and IRS. The MPS Supplier must utilize a capability that provides out-of-band network access that is independent and isolated from IRS operational communications to manage components supporting the printer services located in IRS locations.

The MPS Supplier must keep a just-in-time level of supplies on site to ensure that the print service meets minimum required performance levels. These supplies include but are not limited to:

Original equipment manufacturer (OEM) toner for color toner Black toner Maintenance kits Staples as applicable Fuser units The MPS Supplier will notify the IRS’s key operators in smaller locations when simple functions for replacing toner or staples are required, including ensuring that the supplies are available to the key operator. However, for larger campuses, as identified by the IRS, the MPS Supplier will perform this function.

Service Response Time The MPS Supplier must respond to service failures within the timeframes agreed to in the SLOs for any service failures or scheduled maintenance. A service failure is defined as any time that a service class does not meet its performance requirements defined in the Service Level Agreements. Service failures have the potential to significantly impact the operations of the IRS.

The MPS Supplier must acknowledge, plan for, and resolve performance service failures according to the SLOs defined for each printer or MFD class. All service failures are measured from the time the service failure was initially reported to the service provider.

The MPS Supplier must develop a procedure for resolution of the service failure, document it in the OMF, and obtain agreement by the IRS. The MPS Supplier must resolve the problem by completing the remedial action confirmed by the IRS.

End of Life The MPS Supplier must be responsible for removal and disposal of all assets in accordance with the IRS’s policies.

Equipment Maintenance and Support The MPS Supplier must ensure that recommended maintenance procedures and preventative maintenance activities are performed in accordance with the OEM instructions. All maintenance requirements, technical support tasks, and coordination must be solely the responsibility of the MPS Supplier.

The MPS Supplier must be responsible for maintaining all hardware. The MPS Supplier must secure the availability of replacement parts, OEM support, or support from an approved third party, and adequate service technician expertise through maintenance and support contracts in accordance with the SLOs.

The MPS Supplier must have procedures in place so that planned maintenance activities have minimal impact the IRS business functions (e.g., creating outages during the peak tax season, unplanned disaster occurrences). The MPS Supplier must inform the IRS of planned outages impacting the MFDs no less than 5 days, and preferably 10 days, in advance of the outage. In the event of an unplanned outage impacting MFDs, the MPS Supplier must immediately notify the IRS designated Program Manager, and provide the forecasted downtime. Notification procedures must be mutually defined and documented in the OMFand should include:

Description of planned and unplanned maintenance notification procedures and timing Description of how the MPS Supplier must communicate and coordinate with the IRS to provide advance notice of planned maintenance activities and ensure that the planned maintenance activities cause minimal impact to IRS operations Description of hardware and software preventative maintenance plans in existence and operational today Description of current procedures for parts inventory management, parts availability, and Supplier’s support relationships The MPS Supplier must upgrade any firmware as it becomes available from the software MPS Supplier. Software upgrades must be completed within one year from general availability, unless mutually agreed upon by the MPS Supplier and the IRS PMO. Software upgrades include all operating system software, system utilities, and support systems, and any software that is part of the cloud performance management and monitoring tool.

The MPS Supplier will provide recommendations for new or updated devices based on business requirements and provide recommendations to the Treasury MPS PMO and the impacted IRS PMO as part of the Ad Hoc Performance Reports.

Ongoing Security Monitoring and Incident Tracking The MPS Supplier must implement and maintain security incident response/reporting services that comply with the IRS’s requirements and update security documentation as required.

Management Reporting and Performance Monitoring Reporting The MPS Supplier must provide a Dashboard as part of the management reporting and performance…