Task_Order_One_033117.docx

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

U.S. Department of Treasury

Managed Print Services (MPS)

Draft Task Order #1

Version 0.1

March 31, 2017

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

List of Tables

Scope of the Task Order #1 Each Ordering Organization (known as the Ordering Organization from now on) will prepare and submit its own Task Order for its particular requirements within the boundaries of this Indefinite Delivery, Indefinite Quantity contract. The scope of each Task Order will be comprised of three phases:

Phase 1 – Assessment of Current State and Plan for New Solution This phase includes the activities immediately after award of contract, including assessing and validating the Ordering Organization’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 Ordering Organization to the Managed Print Service (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 individual Ordering Organizations.

Phase 2 – Implementation of the New Solution This phase includes the implementation of the current printer environment to the new MPS solution for the Ordering Organization. During this phase, the MPS Supplier will implement the Service Transition Plan, defined in Phase 1, for the new solution, work with Treasury to ensure that the new solution meets all 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 on Ordering Organizations’ 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 Treasury.

Phase 1 – Assessment of the Current State and Plan for New Solution The MPS Supplier’s proposal should describe solutions and approaches that include 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.

Treasury will have compiled an inventory of all printing assets at the time of release of the Performance Work Statement, and reserves the right to retain a third party assessor to validate the FMV for these assets. During Phase 1, the MPS Supplier will work with Treasury to validate that the inventory is complete and to finalize what good assets the MPS Supplier will buy.

During this phase, the MPS Supplier will design the new printer solution that addresses printing assets that can either be used as part of the new solution design, or can be replaced by the new multifunctional devices (MFDs). The new solution may use any printing assets provided by Treasury 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 Ordering Organization. The general operating rules for key tasks and responsibilities of the Offeror and Ordering Organization are outlined in Table 1:

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

Requirements for Phase 1 – Assess Current State and Plan for New Solution Program and Operational Management The MPS Supplier must participate in a Contract Kick-Off Meeting at a place and time approved by Treasury. The meeting will provide an introduction between the MPS Supplier personnel 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 Task Order 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 describing how it will work in partnership with Treasury PMO to seek new solutions and initiatives for business problems. The Operational Management Framework must deliniate the MPS Supplier’s managed service lifecycle approach and must include proactive recommendations and assessments. In conjunction with the Operational Management Framework, 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.

The MPS Supplier must propose a Draft Quality Assurance Surveillance Plan (QASP) that Treasury will use to evaluate the MPS Supplier’s performance under the contract. The Draft QASP must include, at a minimum, the Government-proposed performance metrics, expressed in the form of Service Level Objectives (SLOs), which are specific quality-of-service measurable characteristics. Treasury has described specific Government-proposed performance metrics in the QASP. The final QASP will be agreed to by both the Government and MPS Supplier 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 performance management and monitoring tool that is FedRAMP compliant to monitor the perfomance of the MPS Solution across Treasury and Ordering Organizations.

Inventory Validation The MPS Supplier will coordinate with Treasury and the Ordering Organization to validate and assess the current Treasury-identified printer and MFD inventory found in Appendix B. During this assessment, the MPS Supplier must work with Treasury 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 Ordering Organization, 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 Ordering Organization’s PMO 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 estimated 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 Task Order for Ordering Organization-wide click utilization. The Treasury PMO or its designate will review and provide written approval of all inventory documentation, and implementation cannot begin until a Task Order is issued by the Contracting Officer to authorize and fund the base devices, accessories, and other direct costs approved by the Government for the facility.

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.

Exchange Sale of Reusable Assets Once the inventory of equipment is finalized and agreed to by Treasury 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 Treasury 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.

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 Supplier must manage in a data repository available to Treasury. As part of the Supplier’s asset management process, the 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 Ordering Organization MPS PMO and the Treasury MPS PMOs.

If the MPS Supplier fails to deliver the supplies or perform the services within the time specified in this Contract, the MPS Supplier shall, in place of actual damages, pay to the Government liquidated damages of $__________ per calendar day of delay [Contracting Officer insert amount].

If the Government terminates this Contract in whole or in part under the Default—Fixed-Price Supply and Service clause, the MPS Supplier is liable for liquidated damages accruing until the Government reasonably obtains delivery or performance of similar supplies or services. These liquidated damages are in addition to excess costs of repurchase under the Termination clause.

The MPS Supplier will not be charged with liquidated damages when the delay in delivery or performance is beyond the control and without the fault or negligence of the MPS Supplier as defined in the Default—Fixed-Price Supply and Service clause in this contract.

If the Government terminates this contract in whole or in part under the Default—Fixed-Price Supply and Service clause, the Contractor is liable for liquidated damages accruing until the Government reasonably obtains delivery or performance of similar supplies or services. These liquidated damages are in addition to excess costs of repurchase under the Termination clause.

MPS Minimum Device Functionality All networked MFDs must have the following minimum capabilities via Personal Identity Verification (PIV) card authentication:

Scan to user’s email Scan to user’s network folder Scan to document repository Secure fax capability At some Ordering Organizations, 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. At the Task Order level, the Ordering Organization may require all networked MFDs and/or all network printers to have the ability to 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. Treasury values Secure Pull-Printing as an optimization and security strategy. Treasury will pursue this strategy depending on the overall cost, security requirements, and feasibility of implementation.

The MPS Supplier must install print servers as part of the MPS solution at those sites that do not currently have print servers.

The MPS Supplier must develop a Helpdesk and Problem Support Plan that delineates the Government-vendor responsibilities and maximizes the value proposition for the Government in terms of information technology (IT) staff burden. This plan will be documented in the Operational Mangement Framework.

Security The MPS Supplier must conduct an assessment of Ordering Organization’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.

Taking into account the security policies of the Ordering Organization, the MPS Supplier must create the System 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 MPS Design The MPS Supplier must design a new Treasury printing environment delivered at the ordering organization level that is consistent with the established Treasury Managed Print Policy. The key metric is 20 staff per black-and-white print device.

Print queues must 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 will be responsible for the setup and maintenance of the MFDs, other network printing capabilities, and print servers if the Ordering Organization requires print servers as part of its MPS Solution. Some Ordering Organizations may already have print servers as part of their operations.

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 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 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 Helpdesk. In the event the Ordering Organization 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 primary device for end users must be placed within a reasonable walking distance agreed upon with the Ordering Organization and consistent with the Treasury Print 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.

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 Ordering Organization’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 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 Treasury or Ordering Organization 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.

Training The MPS Supplier will provide training on the new devices for all employees. The MPS Supplier must develop a Training Plan for live training for newly installed devices for, at a minimum, Government key operators, and provide accessible end-user self-help training materials. Each Ordering Organizaton will determine its own training schedule. 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.

The plan must specify the length of time after award that the training materials will be provided. Acceptable training methods include Web-based and in-person training at no additional cost to the ordering activity. 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.

Deliverables for Phase 1 — Assess 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 the Phase 1 – Assess 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 Treasury that 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 Treasury or Ordering Organization 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 — Assess 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 – Implementation of the New Solution During this phase, the MPS Supplier will implement the Service Transition Plan, defined in Phase 1, for the new solution, work with Treasury 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 Ordering Organizations’ locations.

Requirements for Phase 2 – Implementing the New Solution The following requirements apply to Phase 2:

Performance Management and Monitoring Tools The MPS Supplier must provide Treasury 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 Supplier must provide documentation on its proposed tools and provide sample inquiries and output.

The MPS Supplier must provide updated documentation in the Operational Management Framework 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.

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

The MPS Supplier must work with the Ordering Organization to provision new MFDs to the facility network and to deprovision the legacy printers and MFDs. The MPS Supplier must describe its processes for performing these activities in the Operations Management Framework.

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 Ordering Organization will be responsible for the site preparation.

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

The MPS Supplier must deliver 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 Treasury or Ordering Organization designated space without any assistance from Treasury or Ordering Organization 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 Ordering Organization, attaching to network cable provided by the Ordering Organization, configuring to the Dynamic Host Configuration Protocol with reserved Internet Protocol address provided by the Ordering Organization, 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 ordering organization.

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

Treasury or its Ordering Organizations must not be billed for test pages printed during the initial setup.

The MPS Supplier must inform the Treasury or its Ordering Organization when a device is installed and when users have been trained on the device.

The MPS Supplier is responsible to move equipment to the final placement locations within a Ordering Organization facility The MPS Supplier must allow for one relocation per year, per device, within a maximum of 25 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 Treasury or its Ordering Organizations. The MPS Supplier must provide pricing for any other relocation.

Helpdesk Installation To ensure system operability (as required in the Service Level Agreements section below), the MPS Supplier must provide maintenance and Helpdesk services, and record and archive all calls made to its Helpdesk. The Helpdesk services must be open to receive calls from 7:00 a.m. to 12:00 a.m. Eastern Time, Monday through Friday, excluding Federal holidays.

The MPS Supplier must integrate its Helpdesk with the Treasury/Ordering Organization’s Helpdesk System and allow Treasury and its Ordering Organizations full access to all incident data. The Treasury currently uses BMC Remedy; however, the MPS Supplier must be able to integrate with any tool the Ordering Organizations use for their defect tracking system during the performance of this Contract at no additional cost to Treasury.

Testing The MPS Supplier must provide equipment and on-site support for testing of all new MFD hardware and software components prior to any production deployments. The MPS Supplier must perform functionality, performance, and security testing. The Treasury Print PMO 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 Treasury environment. The MPS Supplier must provide all test results to Treasury and/or the Ordering Organization.

Security The MPS Supplier must ensure that all printers are authorized by the appropriate Ordering Organization 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 2.1.5.

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 and Ordering Organizations’ PMOs on resolving any operational problems and issues and recommending refreshment alternatives.

Requirements for Phase 3 – Management of Ongoing Managed Print Solution 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 with the SLOs for the classes of MFDs. The MPS Supplier will be the Treasury responder for devices listed in the MPS Contract, including networked printers, copiers, and plotters The MPS Supplier must provide a proposed process for how this will be accomplished and must document it in the Operations Management Framework.

To reduce the need for on-site personnel and to facilitate operations, diagnostics, maintenance, and service, the MPS Supplier must coordinate with Treasury and the Ordering Organization to enable a secure remote access capability for all printer systems and devices.The MPS Supplier must utilize a capability that provides out-of-band network access that is independent and isolated from Treasury or Ordering Organization operational communications to manage components supporting the printer services located in Treasury and Ordering Organization 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 Fuser units The MPS Supplier will notify the Ordering Organization’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, 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 Treasury and/or a Ordering Organization.

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 and document in the Operational Management Framework and obtain agreement by Treasury and/or the Ordering Organizations. The MPS Supplier must resolve the problem by completing the remedial action confirmed by the Ordering Organization.

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

Equipment Maintenance and Support The MPS Supplier must maintain all hardware and software contracts with original equipment. 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 Treasury business functions (e.g., creating outages during the peak tax season, unplanned disaster occurrences). The MPS Supplier must inform Treasury of planned outages impacting the MFDs no less than 30 days, and preferably 60 days, in advance of the outage. In the event of an unplanned outage impacting MFDs, the MPS Supplier must immediately notify Treasury’s designated Program Manager and appropriate Ordering Organization, and provide the forecasted downtime. Notification procedures must be mutually defined and documented in the Operational Management Framework and should include:

Description of planned and unplanned maintenance notification procedures and timing Description of how the MPS Supplier must communicate and coordinate with Treasury to provide advance notice of planned maintenance activities and ensure that the planned maintenance activities cause minimal impact to Treasury 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. The upgrades must be completed within one year from general availability, unless mutually agreed upon by the MPS Supplier and the Treasury 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 monioting tool.

The MPS Supplier will provide recommendations for new or updated devices based on business requirements and provider recommendations to the Treasury MPS PMO and the impacted Ordering Organization 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 Ordering Organization’s requirements and update security documentation as required.

Performance Management and Monitoring Tool Reporting The MPS Supplier must provide a Dashboard as part of the Performance Management and Monitoring suite of tools on overall MFD utilization and performance, as well as similarly formatted ad hoc reports on demand, as requested by the Treasury PMO. It should include, at a minimum, the following information:

Device utilization, including periods or overutilization or underutilization Device uptime and downtime data Cost savings Inventory reconciliation Device performance issues;

Service Level Agreement performance Complaints Risk mitigation Forecast optimization and savings report Deliverables for Phase 3 – Management of Ongoing Managed Print Solution The MPS Supplier must produce and deliver to the Government the work products outlined in Table 6 during Phase 3 – Management of Ongoing Managed Print Solution:

Table 6: Deliverables for Phase 3

Service Level Objectives for Phase 3 – Management of Ongoing Managed Print Solution During Phase 3, the MPS Supplier must consistently meet the SLOs outlined in Table 7:

Table 7: Service Level Objectives for Phase 3

Operational Availability 97% availability during the time that Treasury and Ordering Organization infrastructure and facility locations are operational during 0700-1700 local time Monday through Friday calculated as averaged over a 30-day period on a Task Order level across all of the devices in the Ordering Organization.

The MPS Supplier must deliver and replace supplies at all Treasury and Ordering Organization Continental U.S. locations with 99%. Uptime. Consumables must be made available proactively through the active management and monitoring of the MPS solution through the Performance Management and Monitoring tool.

Very Important Person (VIP) service Critical Business Impact: All Productive Activity Stopped: VIP is unable to access or use print, scan, fax, copy MFDs within their office.

Response Time: Within 1 hour of notification.

Resolution Time: Resolution same business day, 99% of time. VIP is Senior Executive Service or above.

Customer is unable to access or use print, scan, fax, copy MFDs within their earmarked Treasury or Ordering Organization designated space.

Response Time: Immediate 100% of the time.

Resolution Time: 2 business hours, 99% of the time.

during 0800 Eastern Time to 2000 Eastern Time, Monday through Friday excluding Federal holidays, calculated monthly.

Number of configuration items with a compliance score of at least 100% / number of configuration items.

Acceptable Quality Level: 100%.

Number of POA&M security deficiencies remediated and closed this month / number of POA&M deficiencies that were scheduled to be remediated this month Acceptable Quality Level: 100%.

Appendices

Appendix A: Treasury Print Policy To be provided

Appendix B: Printer Inventory To be provided

Appendix C: ITIL® Framework

Service Strategy Service Design Service Transition Service Operation Continual Service Improvement

i. Service Strategy Process

ii. Financial Management

iii. Business Case (ROI)

iv. Service Portfolio Management

v. Demand Management

i. Service Catalogue Management

ii. Service Level Management

iii. Capacity Management

iv. Availability Management

v. IT Service Continuity Management

vi. Information Security Management

vii. Supplier Management

i. Transition Planning and Support

ii. Change Management

iii. Service Asset and Configuration Management

iv. Release and Deployment Management

v. Service Validation and Testing

vi. Evaluation

vii. Knowledge Management

i. Event Management

ii. Incident Management

iii. Request Fulfillment

iv. Problem Management

v. Access Management

vi. Service Desk

vii. Technical Management

viii. IT Operations Management

ix. Application Management

i. Improvement Process

ii. Service Reporting

iii. Service Measurement

iv. Service Level Management

Note: The Operations Management Framework is adapted from the Office of Government Commerce (OGC) six core volumes of ITIL v3, The Official Introduction to the ITIL Service Lifecycle (ISBN 9780113310616), Service Strategy (ISBN 9780113310456), Service Design (ISBN 9780113310470), Service Transition (ISBN 9780113310487), Service Operation (ISBN 9780113310463), and Continual Service Improvement (ISBN 9780113310494).

Appendix E: List of Federal Directives The Federal policies that authorize this initiative include but are not…