Hardware Services Maintenance

The Maryland Department of Human Services, Office of the Chief Information Officer, is soliciting bids for on-site hardware maintenance and repair services covering out-of-warranty IT equipment across DHS headquarters and 24 local departments statewide under IFB OIM26-055, with bids due June 1, 2026, and a question deadline of May 30, 2026. This procurement is exclusively a Small Business Reserve (SBR) set-aside limited to vendors certified as small businesses under Maryland State Finance and Procurement Article 14-501 through 14-505 by the Governor's Office of Small, Minority & Women Business Affairs.

The scope covers on-site diagnostics, repair, and replacement services for several hundred pieces of IT equipment including HP printers, scanners, fax machines, network switches, and uninterruptible power supplies located across approximately 60 DHS office locations. Equipment cannot be removed from DHS facilities; all work must be performed on-site using OEM-authorized or quality reconditioned parts. The contractor must respond to critical service requests (impacting human services delivery) within one hour for initial phone response and provide on-site repair within two hours or on-site replacement within four hours, operating 24 hours daily, seven days weekly. Normal service requests require a four-hour initial phone response during business hours (Monday–Friday, 7:00 AM–5:30 PM) with repairs completed within one business day and replacements within three business days. Service technicians must hold required professional certifications and submit weekly and monthly status reports. The contractor must deliver a Troubleshooters' Guidebook within 120 business days of Notice to Proceed and maintain a minimum 90-day warranty on all repairs and replacements.

The three-year contract is valued not to exceed $49,999, structured as a task order under the CATS+ Master Contract and billed annually on anniversary dates with purchase orders issued each year. Award goes to the responsible bidder submitting the responsive bid with the lowest total price. The contractor must maintain commercial general liability insurance of $50,000 per occurrence, errors and omissions insurance of $25,000, crime/employee theft insurance of $25,000, cyber security insurance of $25,000, and workers' compensation coverage. Federal funding comprises 36% of the budget; the contract is subject to Maryland Living Wage requirements if applicable. Payment is by electronic funds transfer.