Request for Proposals For s10

REQUEST FOR PROPOSALS FOR

THIRD PARTY IT HARDWARE MAINTENANCE

ISSUING OFFICE

OFFICE OF ADMINISTRATION

RFP NUMBER

6100027045

DATE OF ISSUANCE

02/27/2014

1 REQUEST FOR PROPOSALS FOR

THIRD PARTY IT HARDWARE MAINTENANCE

TABLE OF CONTENTS

CALENDAR OF EVENTS iii

Part I—GENERAL INFORMATION 1

Part II—PROPOSAL REQUIREMENTS 18

Part III—CRITERIA FOR SELECTION 23

Part IV—WORK STATEMENT 28

APPENDIX A, IT CONTRACT TERMS AND CONDITIONS

APPENDIX B, DOMESTIC WORKFORCE UTILIZATION CERTIFICATION

APPENDIX C, COST SUBMITTAL

APPENDIX D, PROPOSAL COVER SHEET

APPENDIX E, COSTARS PROGRAM ELECTION TO PARTICIPATE

APPENDIX F, CATEGORIES AND DEFINITIONS

APPENDIX G, LIST OF CURRENT COVERED ASSETS

APPENDIX H, TOTAL MONTHLY SERVICES CALL CAL YR 2013

APPENDIX I, QUESTIONS SUBMITTAL TEMPLATE

APPENDIX J, PA COUNTY MAP

APPENDIX K, LOBBYING CERTIFICATION FORM

APPENDIX L, PROJECT REFERENCES

APPENDIX M. PERSONNEL EXPERIENCE SUMMARY CALENDAR OF EVENTS

The Commonwealth will make every effort to adhere to the following schedule:

Activity Responsibility Date

Deadline to submit Questions via email to Potential 03/13/2014 [email protected] Offerors

Pre-proposal Conference – Location Office of Information Technology Bureau of IT Procurement Issuing 03/20/2014 613 North Drive, 5th floor Office/Potential 10:00AM-11:30 Finance Building - Room 503 Offerors AM EST Harrisburg, PA 17120

Answers to Potential Offeror questions posted to the DGS website Issuing Office 03/25/2014 (http://www.dgsweb.state.pa.us/RTA/Search.aspx) no later than this date.

Please monitor website for all communications Potential Ongoing regarding the RFP. Offerors

Sealed proposal must be received by the Issuing Office at: Bureau of IT Procurement c/o Commonwealth Mail Processing Center 2 Technology Park (rear) Attn: IT Procurement, 506 Finance Harrisburg, PA 17110 Offerors 04/03/2014 Attn: Raymond A. Jaime

Proposals must be time and date stamped by the facility receiving the proposal. Proposals may only be hand- delivered between 6:00 a.m. and 2:45 p.m., Monday through Friday, excluding Commonwealth holidays.

3 PART I

GENERAL INFORMATION

I-1.Purpose. This request for proposals (RFP) provides to those interested in submitting proposals for the subject procurement (“Offerors”) sufficient information to enable them to prepare and submit proposals for the Office of Administration’s consideration on behalf of the Commonwealth of Pennsylvania (“Commonwealth”) to satisfy a need for Third Party IT Hardware Maintenance (“Project”).

I-2.Issuing Office. The Office of Administration (“Issuing Office”) has issued this RFP on behalf of the Commonwealth. The sole point of contact in the Commonwealth for this RFP shall be Raymond A. Jaime, Commodity Specialist, OA OIT Bureau of Procurement, 613 North St, 5th Floor, Finance Building, Harrisburg, PA 17120, ra- [email protected] , the Issuing Officer for this RFP. Please refer all inquiries to the Issuing Officer.

I-3.Scope. This RFP contains instructions governing the requested proposals, including the requirements for the information and material to be included; a description of the service to be provided; requirements which Offerors must meet to be eligible for consideration; general evaluation criteria; and other requirements specific to this RFP.

I-4.Problem Statement. The Commonwealth’s personal computers, printers, scanners, MFDs, network equipment (LAN), servers, handheld devices, and IT peripherals are currently being maintained under one strategically sourced contract. The Commonwealth is interested in securing proposals from providers of IT Hardware Maintenance Services in order to offer maintenance coverage for five (5) predefined service level options, equipment category types, and Solution Times (STs). Additional detail is provided in Part IV of this RFP.

I-5.Type of Contract. It is proposed that if the Issuing Office enters into a contract as a result of this RFP, it will be a Single Award, Fixed Price contract containing the Contract Terms and Conditions as shown in Appendix A. The Issuing Office, in its sole discretion, may undertake negotiations with Offerors whose proposals, in the judgment of the Issuing Office, show them to be qualified, responsible and capable of performing the Project.

I-6.Rejection of Proposals. The Issuing Office reserves the right, in its sole and complete discretion, to reject any proposal received as a result of this RFP.

I-7.Incurring Costs. The Issuing Office is not liable for any costs the Offeror incurs in preparation and submission of its proposal, in participating in the RFP process or in anticipation of award of the contract.

I-8.Pre-proposal Conference. The Issuing Office will hold a Pre-proposal conference as specified in the Calendar of Events. The purpose of this conference is to provide

of 49 opportunity for clarification of the RFP. Offerors should forward all questions to the Issuing Office in accordance with Part I, Section I-9 to ensure adequate time for analysis before the Issuing Office provides an answer. Offerors may also ask questions at the conference. In view of the limited facilities available for the conference, Offerors should limit their representation to 2 individuals per Offeror. The Pre-proposal conference is for information only. Any answers furnished during the conference will not be official until they have been verified, in writing, by the Issuing Office. All questions and written answers will be posted on the Department of General Services’ (DGS) website as an addendum to, and shall become part of, this RFP. Attendance at the Pre- proposal Conference is not mandatory.

I-9.Questions & Answers. If an Offeror has any questions regarding this RFP, the Offeror must submit the questions by email (with the subject line “RFP 6100027045 Question”) to the Issuing Officer named in Part I, Section I-2 of the RFP. Questions must be submitted using Appendix I - RFP Questions Submittal Template. Questions must be submitted via email no later than the date indicated on the Calendar of Events. The Offeror shall not attempt to contact the Issuing Officer by any other means. The Issuing Officer shall post the answers to the questions on the DGS website by the date stated on the Calendar of Events. An Offeror who submits a question after the deadline date for receipt of questions indicated on the Calendar of Events assumes the risk that its proposal will not be responsive or competitive because the Commonwealth is not able to respond before the proposal receipt date or in sufficient time for the Offeror to prepare a responsive or competitive proposal. When submitted after the deadline date for receipt of questions indicated on the Calendar of Events, the Issuing Officer may respond to questions of an administrative nature by directing the questioning Offeror to specific provisions in the RFP. To the extent that the Issuing Office decides to respond to a non-administrative question after the deadline date for receipt of questions indicated on the Calendar of Events, the answer must be provided to all Offerors through an addendum.

All questions and responses as posted on the DGS website are considered as an addendum to, and part of, this RFP in accordance with RFP Part I, Section I-10. Each Offeror shall be responsible to monitor the DGS website for new or revised RFP information. The Issuing Office shall not be bound by any verbal information nor shall it be bound by any written information that is not either contained within the RFP or formally issued as an addendum by the Issuing Office. The Issuing Office does not consider questions to be a protest of the specifications or of the solicitation.

I-10.Addenda to the RFP. If the Issuing Office deems it necessary to revise any part of this RFP before the proposal response date, the Issuing Office will post an addendum to the DGS website at http://www.dgsweb.state.pa.us/RTA/Search.aspx. It is the Offeror’s responsibility to periodically check the website for any new information or addenda to the RFP. Answers to the questions asked during the Questions & Answers period also will be posted to the website as an addendum to the RFP.

of 49 I-11.Response Date. To be considered for selection, hard copies of proposals must arrive at the Issuing Office on or before the time and date specified in the RFP Calendar of Events. The Issuing Office will not accept proposals via email or facsimile transmission. Offerors who send proposals by mail or other delivery service should allow sufficient delivery time to ensure timely receipt of their proposals. If, due to inclement weather, natural disaster, or any other cause, the Commonwealth office location to which proposals are to be returned is closed on the proposal response date, the deadline for submission will be automatically extended until the next Commonwealth business day on which the office is open, unless the Issuing Office otherwise notifies Offerors by posting an Addendum to the RFP. The hour for submission of proposals shall remain the same. The Issuing Office will reject ,unopened, any late proposals.

I-12.Proposals. To be considered, Offerors should submit a complete response to this RFP to the Issuing Office, using the format provided in Part II, providing seven (7) paper copies of the Technical Submittal and one (1) paper copy of the Cost Submittal and two (2) paper copies of the Small Diverse Business (SDB) participation submittal. In addition to the paper copies of the proposal, Offerors shall submit two (2) complete and exact copies of the entire proposal (Technical, Cost and SDB submittals, along with all requested documents) on CD-ROM or Flash drive in Microsoft Office or Microsoft Office-compatible format. The electronic copy must be a mirror image of the paper copy and any spreadsheets must be in Microsoft Excel. The Offerors may not lock or protect any cells or tabs. Offerors should ensure that there is no costing information in the technical submittal. Offerors should not reiterate technical information in the cost submittal. The CD or Flash drive should clearly identify the Offeror and include the name and version number of the virus scanning software that was used to scan the CD or Flash drive before it was submitted. The Offeror shall make no other distribution of its proposal to any other Offeror or Commonwealth official or Commonwealth consultant. Each proposal page should be numbered for ease of reference. An official authorized to bind the Offeror to its provisions must sign the proposal. If the official signs the Proposal Cover Sheet (Appendix D to this RFP) and the Proposal Cover Sheet is attached to the Offeror’s proposal, the requirement will be met. For this RFP, the proposal must remain valid until a contract is fully executed. If the Issuing Office selects the Offeror’s proposal for award, the contents of the selected Offeror’s proposal will become, except to the extent the contents are changed through Best and Final Offers or negotiations, contractual obligations.

Each Offeror submitting a proposal specifically waives any right to withdraw or modify it, except that the Offeror may withdraw its proposal by written notice received at the Issuing Office’s address for proposal delivery prior to the exact hour and date specified for proposal receipt. An Offeror or its authorized representative may withdraw its proposal in person prior to the exact hour and date set for proposal receipt, provided the withdrawing person provides appropriate identification and signs a receipt for the proposal. An Offeror may modify its submitted proposal prior to the exact hour and date set for proposal receipt only by submitting a new sealed proposal or sealed modification which complies with the RFP requirements.

of 49 I-13. Small Diverse Business Information. The Issuing Office encourages participation by small diverse businesses as prime contractors, and encourages all prime contractors to make a significant commitment to use small diverse businesses as subcontractors and suppliers.

A Small Diverse Business is a DGS-verified minority-owned business, woman-owned business, veteran-owned business or service-disabled veteran-owned business.

A small business is a business in the United States which is independently owned, not dominant in its field of operation, employs no more than 100 full-time or full-time equivalent employees, and earns less than $7 million in gross annual revenues for building design, $20 million in gross annual revenues for sales and services and $25 million in gross annual revenues for those businesses in the information technology sales or service business.

Questions regarding this Program can be directed to:

Department of General Services Bureau of Small Business Opportunities Room 611, North Office Building Harrisburg, PA 17125 Phone: (717) 783-3119 Fax: (717) 787-7052 Email: [email protected] Website: www.dgs.state.pa.us

The Department’s directory of BSBO-verified minority, women, veteran and service disabled veteran-owned businesses can be accessed from: Searching for Small Diverse Businesses.

I-14.Economy of Preparation. Offerors should prepare proposals simply and economically, providing a straightforward, concise description of the Offeror’s ability to meet the requirements of the RFP.

I-15.Alternate Proposals. The Issuing Office will not accept alternate proposals.

I-16.Discussions for Clarification. Offerors may be required to make an oral or written clarification of their proposals to the Issuing Office to ensure thorough mutual understanding and Offeror responsiveness to the solicitation requirements. The Issuing Office will initiate requests for clarification. Clarifications may occur at any stage of the evaluation and selection process prior to contract execution.

I-17.Prime Contractor Responsibilities. The contract will require the selected Offeror to assume responsibility for all services offered in its proposal whether it produces them itself or by subcontract. The Issuing Office will consider the selected Offeror to be the sole point of contact with regard to contractual matters.

of 49 I-18. Proposal Contents.

A. Confidential Information. The Commonwealth is not requesting, and does not require, confidential proprietary information or trade secrets to be included as part of Offerors’ submissions in order to evaluate proposals submitted in response to this RFP. Accordingly, except as provided herein, Offerors should not label proposal submissions as confidential or proprietary or trade secret protected. Any Offeror who determines that it must divulge such information as part of its proposal must submit the signed written statement described in subsection c. below and must additionally provide a redacted version of its proposal, which removes only the confidential proprietary information and trade secrets, for required public disclosure purposes.

B. Commonwealth Use. All material submitted with the proposal shall be considered the property of the Commonwealth of Pennsylvania and may be returned only at the Issuing Office’s option. The Commonwealth has the right to use any or all ideas not protected by intellectual property rights that are presented in any proposal regardless of whether the proposal becomes part of a contract. Notwithstanding any Offeror copyright and/or trademark designations contained on proposals, the Commonwealth shall have the right to make copies and distribute proposals internally and to comply with public record or other disclosure requirements under the provisions of any Commonwealth or United States statute or regulation, or rule or order of any court of competent jurisdiction.

C. Public Disclosure. After the award of a contract pursuant to this RFP, all proposal submissions are subject to disclosure in response to a request for public records made under the Pennsylvania Right-to-Know-Law, 65 P.S. § 67.101, et seq. If a proposal submission contains confidential proprietary information or trade secrets, a signed written statement to this effect must be provided with the submission in accordance with 65 P.S. § 67.707(b) for the information to be considered exempt under 65 P.S. § 67.708(b)(11) from public records requests. If financial capability information is submitted in response to Part II of this RFP such financial capability information is exempt from public records disclosure under 65 P.S. § 67.708(b) (26).

I-19. Best and Final Offers.

A. While not required, the Issuing Office reserves the right to conduct discussions with Offerors for the purpose of obtaining “best and final offers.” To obtain best and final offers from Offerors, the Issuing Office may do one or more of the following, in any combination and order:

a.1. Schedule oral presentations;

of 49 a.2. Request revised proposals;

a.3. Conduct a reverse online auction; and

a.4. Enter into pre-selection negotiations.

B. The following Offerors will not be invited by the Issuing Office to submit a Best and Final Offer:

a.1.Those Offerors, which the Issuing Office has determined to be not responsible or whose proposals the Issuing Office has determined to be not responsive.

a.2.Those Offerors, which the Issuing Office has determined in accordance with Part III, Section III-5, from the submitted and gathered financial and other information, do not possess the financial capability, experience or qualifications to assure good faith performance of the contract.

a.3.Those Offerors whose score for their technical submittal of the proposal is less than 70% of the total amount of technical points allotted to the technical criterion.

The issuing office may further limit participation in the best and final offers process to those remaining responsible offerors which the Issuing Office has, within its discretion, determined to be within the top competitive range of responsive proposals.

C. The Evaluation Criteria found in Part III, Section III-4, shall also be used to evaluate the Best and Final offers.

D. Price reductions offered through any reverse online auction shall have no effect upon the Offeror’s Technical Submittal. Dollar commitments to Small Diverse Businesses can be reduced only in the same percentage as the percent reduction in the total price offered through any reverse online auction or negotiations.

I-20.News Releases. Offerors shall not issue news releases, Internet postings, advertisements or any other public communications pertaining to this Project without prior written approval of the Issuing Office, and then only in coordination with the Issuing Office.

I-21.Restriction of Contact. From the issue date of this RFP until the Issuing Office selects a proposal for award, the Issuing Officer is the sole point of contact concerning this RFP. Any violation of this condition may be cause for the Issuing Office to reject

of 49 the offending Offeror’s proposal. If the Issuing Office later discovers that the Offeror has engaged in any violations of this condition, the Issuing Office may reject the offending Offeror’s proposal or rescind its contract award. Offerors must agree not to distribute any part of their proposals beyond the Issuing Office. An Offeror who shares information contained in its proposal with other Commonwealth personnel and/or competing Offeror personnel may be disqualified.

I-22.Issuing Office Participation. Offerors shall provide all services, supplies, facilities, and other support necessary to complete the identified work, except as otherwise provided in this Part I, Section I-22. The Commonwealth will not be providing any office space, reproduction facilities or other logistical support for this project.

I-23.Term of Contract. The term of the contract will commence on the Effective Date and will end in two (2) years from the effective date. The Commonwealth may renew the contract for up to an additional three (3) years. The Issuing Office will fix the Effective Date after the contract has been fully executed by the selected Offeror and by the Commonwealth and all approvals required by Commonwealth contracting procedures have been obtained. The selected Offeror shall not begin to perform or incur any expenses under the contract until (1) the contract Effective Date has arrived; (2) it has received a copy of the fully executed contract; and (3) it has received a purchase order or other written notice to proceed signed by the Contracting Officer.

I-24.Offeror’s Representations and Authorizations. By submitting its proposal, each Offeror understands, represents, and acknowledges that:

A. All of the Offeror’s information and representations in the proposal are true, correct, material and important, and the Issuing Office may rely upon the contents of the proposal in awarding the contract(s). The Commonwealth shall treat any misstatement, omission or misrepresentation as fraudulent concealment of the true facts relating to the Proposal submission, punishable pursuant to 18 Pa. C.S. § 4904.

B. The Offeror has arrived at the price(s) and amounts in its proposal independently and without consultation, communication, or agreement with any other Offeror or potential offeror.

C. The Offeror has not disclosed the price(s), the amount of the proposal, nor the approximate price(s) or amount(s) of its proposal to any other firm or person who is an Offeror or potential offeror for this RFP, and the Offeror shall not disclose any of these items on or before the proposal submission deadline specified in the Calendar of Events of this RFP.

D. The Offeror has not attempted, nor will it attempt, to induce any firm or person to refrain from submitting a proposal on this contract, or to submit a proposal

of 49 higher than this proposal, or to submit any intentionally high or noncompetitive proposal or other form of complementary proposal.

E. The Offeror makes its proposal in good faith and not pursuant to any agreement or discussion with, or inducement from, any firm or person to submit a complementary or other noncompetitive proposal.

F. To the best knowledge of the person signing the proposal for the Offeror, the Offeror, its affiliates, subsidiaries, officers, directors, and employees are not currently under investigation by any Local, State or Federal governmental agency and have not in the last four years been convicted or found liable for any act prohibited by Local, State or Federal law in any jurisdiction, involving conspiracy or collusion with respect to bidding or proposing on any public contract, except as the Offeror has disclosed in its proposal.

G. To the best of the knowledge of the person signing the proposal for the Offeror and except as the Offeror has otherwise disclosed in its proposal, the Offeror has no outstanding, delinquent obligations to the Commonwealth including, but not limited to, any state tax liability not being contested on appeal or other obligation of the Offeror that is owed to the Commonwealth.

H. The Offeror is not currently under suspension or debarment by the Commonwealth, any other state or the federal government, and if the Offeror cannot so certify, then it shall submit along with its proposal a written explanation of why it cannot make such certification.

I. The Offeror has not made, under separate contract with the Issuing Office, any recommendations to the Issuing Office concerning the need for the services described in its proposal or the specifications for the services described in the proposal. (See Pennsylvania State Adverse Interest Act)

J. Each Offeror, by submitting its proposal, authorizes Commonwealth agencies to release to the Commonwealth information concerning the Offeror's Pennsylvania taxes, unemployment compensation and workers’ compensation liabilities.

K. Until the selected Offeror receives a fully executed and approved written contract from the Issuing Office, there is no legal and valid contract, in law or in equity The selected Offeror shall not begin to perform or incur any expenses under the contract until (1) the contract Effective Date has arrived; (2) it has received a copy of the fully executed contract; and 3) it has received a purchase order or other written notice to proceed signed by the Contracting Officer.

I-25. Notification of Selection.

of 49 A. Contract Negotiations. The Issuing Office will notify all Offerors in writing of the Offeror selected for contract negotiations after the Issuing Office has determined, taking into consideration all of the evaluation factors, the proposal that is the most advantageous to the Issuing Office.

B. Award. Offerors whose proposals are not selected will be notified when contract negotiations have been successfully completed and the Issuing Office has received the final negotiated contract signed by the selected Offeror.

I-26. Debriefing Conferences. Upon notification of award, Offerors whose proposals were not selected will be given the opportunity to be debriefed. The Issuing Office will schedule the debriefing at a mutually agreeable time. The debriefing will not compare the Offeror with other Offerors, other than the position of the Offeror’s proposal in relation to all other Offeror proposals. An Offeror’s exercise of the opportunity to be debriefed does not constitute nor toll the time for filing a protest (See Section I-28 of this RFP).

I-27. RFP Protest Procedure.

A. Who May File a Protest. An Offeror or Prospective Offeror which is aggrieved in connection with the RFP or award of the contract may file a protest. An Offeror is an entity which submits a proposal in response to an RFP. A Prospective Offeror is an entity which has not submitted a proposal in response to the RFP. No protest may be filed if the RFP is cancelled or if all proposals received in response to the RFP are rejected.

B. Place for Filing. A protest must be filed with the Agency Head Designee by either email or hardcopy.

B.1. A protest filed by email should be submitted to RA- [email protected] with a subject line including the solicitation number 6100027045 for which the action is being filed.

B.2. A protest filed by hardcopy should be submitted to the attention of the Agency Head Designee at the following address: John M. Clark 613 North St. Finance Building - Room 207 Harrisburg, PA 17120

C. Time for Filing.

1. A Prospective Offeror which is considering filing a proposal must file the

of 49 protest within seven (7) days after the Prospective Offeror knew or should have known of the facts giving rise to the protest, but in no event later than the proposal submission deadline specified in the RFP.

2. A protest filed by an Offeror which submits a proposal must be filed within seven (7) days after the protesting Offeror knew or should have known of the facts giving rise to the protest, but in no event may an Offeror file a protest later than seven (7) days after the date the notice of award of the contract is posted on the DGS website.

3. The date of filing the protest is the date the Agency Head Designee receives the protest.

4. For purposes of this RFP, to be timely, a protest must be received by 4:00 p.m. of the seventh day.

5. Commonwealth agencies are required by law to disregard any protest received beyond the deadlines established in this Section I-28.

D. Contents of Protest.

6. A protest must be in writing. Hard copy in paper and electronic copy via email are acceptable.

7. A protest shall state all grounds upon which the protesting party asserts that the RFP or contract award was improper.

8. The protesting party may submit with the protest any documents or information it deems relevant.

E. Notice of Protest.

1. The Agency Head Designee will notify the successful Offeror of the protest if contractor selection has already been made.

2. If the Agency Head Designee receives the protest before selection, and he or she determines that substantial issues are raised by the protest, the Agency Head Designee will, in the sole discretion of the Agency Head Designee, notify all Offerors which appear to have a substantial and reasonable prospect of selection, as determined by the Agency Head, that a protest has been filed.

of 49 F. Stay of Procurement.

3. The Agency Head designee will promptly decide upon receipt of a timely protest whether or not the award of a contract shall be delayed, or if the protest is timely received after the award, whether the performance of the contract should be suspended.

4. The Issuing Office shall not proceed further with the RFP unless the Agency Head Designee makes a written determination that the protest is clearly without merit or that award of the contract without delay is necessary to protect the substantial interests of the Commonwealth.

G. Response and Reply.

1. Within 15 days of receipt of the protest, a response to the protest may be submitted to the Agency Head Designee. The protesting party must be copied on the response.

2. The protesting party may file a reply to the response within ten days of the date of the response.

H. Procedures.

1. The Agency Head Designee shall review the protest and any response and reply.

2. The Agency Head Designee may request and review such additional documents or information he deems necessary to render a decision and may, at his sole discretion, conduct a hearing.

3. The Agency Head Designee shall provide to the protesting party and the contracting officer a reasonable opportunity to review and address any additional documents or information deemed necessary by the Agency Head Designee to render a decision.

I. Determination. The Agency Head Designee shall promptly, but in no event later than 60 days from the filing of the protest unless both parties agree to an extension, issue a written determination. The determination shall:

1. State the reason for the decision, and

of 49 2. If the determination is a denial of the protest, inform the protesting party of its right to file an action in the Commonwealth Court within fifteen (15) days of the determination mailing date.

3. The Agency Head Designee shall send a copy of the determination to the protesting party and any other person determined by the Agency Head Designee in his sole discretion to be affected by the determination.

I-28. Use of Electronic Versions of this RFP. This RFP is being made available by electronic means. If an Offeror electronically accepts the RFP, the Offeror acknowledges and accepts full responsibility to insure that no changes are made to the RFP. In the event of a conflict between a version of the RFP in the Offeror’s possession and the Issuing Office’s version of the RFP, the Issuing Office’s version shall govern.

I-29. Information Technology Policies. This RFP is subject to the Information Technology Policies (ITP’s) {formerly known as Information Technology Bulletins} issued by the Office of Administration, Office for Information Technology. ITP’s may be found at http://www.portal.state.pa.us/portal/server.pt? open=512&objID=416&PageID=210791&mode=2

All proposals must be submitted on the basis that all ITP’s are applicable to this procurement. It is the responsibility of the Offeror to read and be familiar with the ITP’s. Notwithstanding the foregoing, if the Offeror believes that any ITP is not applicable to this procurement, it must list all such ITP’s in its technical response, and explain why it believes the ITP is not applicable. The Issuing Office may, in its sole discretion, accept or reject any request that an ITP not be considered to be applicable to the procurement. The Offeror’s failure to list an ITP will result in its waiving its right to do so later, unless the Issuing Office, in its sole discretion, determines that it would be in the best interest of the Commonwealth to waive the pertinent ITP’s.

I-30. COSTARS PROGRAM.

COSTARS Purchasers. Section 1902 of the Commonwealth Procurement Code, 62 Pa.C.S. § 1902 (“Section 1902”), authorizes local public procurement units and state- affiliated entities (together, “COSTARS Members”) to participate in Commonwealth procurement contracts that the Department of General Services (“DGS”) may choose to make available to COSTARS Members. DGS has identified this Contract as one which will be made available for COSTARS Members’ participation.

A. Only those entities registered with DGS are authorized to participate as COSTARS Members in this Contract. A COSTARS Member may be either a local public procurement unit or a state-affiliated entity.

a.1. A “local public procurement unit” is:

of 49 a) Any political subdivision (local government unit), such as a municipality, school district, or commission; b) Any public authority (including authorities formed under the Municipality Authorities Act of 1955 or other authorizing legislation, such as the Public Transportation Law or the Aviation Code); c) Any tax-exempt, nonprofit educational institution or organization; d) Any tax-exempt, nonprofit public health institution or organization; e) Any nonprofit fire, rescue, or ambulance company; and f) Any other entity that spends public funds for the procurement of supplies, services, and construction (such as a council of governments, an area government, or an organization that receives public grant funds).

a.2. A state-affiliated entity is a Commonwealth authority or other Commonwealth entity that is not a Commonwealth agency. The term includes:

a) The Pennsylvania Turnpike Commission; b) The Pennsylvania Housing Finance Agency; c) The Pennsylvania Municipal Retirement System; d) The Pennsylvania Infrastructure Investment Authority; e) The State Public School Building Authority; f) The Pennsylvania Higher Education Facilities Authority, and g) The State System of Higher Education.

The term does not include any court or other officer or agency of the unified judicial system, the General Assembly and its officers and agencies, any State-related institution, or any Commonwealth executive or independent agencies, boards, or commissions not listed above. Statewide "row" offices, including the Auditor General, Attorney General, and State Treasurer are not State-affiliated entities under the Procurement Code. However, elements of the court system, the General Assembly, and independent agencies, boards, or commissions have been deemed eligible for COSTARS membership as entities that spend public funds for the procurement of supplies, services, and construction.

a.3. A complete list of local public procurement units and state-affiliated entities that have registered with DGS and that are authorized to procure items from the Contract can be found at http://www.dgsweb.state.pa.us/COSTARSReg/Member.aspx

B. COSTARS Members have the option to purchase from this Contract, from any DGS contract established exclusively for COSTARS Members in accordance with the requirements of Section 1902, from any other cooperative procurement

of 49 contracts, or from their own procurement contracts established in accordance with the applicable laws governing such procurements. The Contractor understands and acknowledges that there is no guarantee that a COSTARS Member will place an order under this Contract, and that the decision to procure from this Contract is within the sole discretion of each COSTARS Member.

C. DGS is acting as a facilitator for COSTARS Members who may wish to purchase under this Contract. COSTARS Members that participate in this Contract and issue purchase orders (“POs”) to Contractors are third party beneficiaries who have the right to sue and be sued for breach of this Contract without joining the Commonwealth or DGS as a party. The Commonwealth will not intervene in any action between a Contractor and a COSTARS Member unless substantial interests of the Commonwealth are involved.

D. COSTARS Members electing to participate in this Contract will order items directly from the Contractor and be responsible for payment directly to the Contractor.

E. Those Contractors electing to permit COSTARS Members to procure from this Contract shall pay the Required Administrative Fee applicable to the Contractor’s classification:

Contractor Classification Required Administrative Fee

Department of General Services $500 Certified Small Business Bidder

All Other Bidders $1,500

1. Each bidder electing to permit COSTARS Members to participate in the Contract must submit the COSTARS Program Election to Participate form with its bid submittal and pay the applicable Administrative Fee upon Contract award in order to sell the awarded items/services to COSTARS Members. If the bidder is a Department of General Services-Certified Small Business, a copy of its active certification must be included with the bid submittal.

of 49 2. At the beginning of each Contract year and upon any Contract renewal, the Contractor shall submit a check for the required amount, payable to “Commonwealth of PA”. The Contractor must pay the Administrative Fee at each contract renewal date to continue to sell the awarded items/services to COSTARS Members. If the bidder is a Department of General Services- Certified Small Business, a copy of its active certification must be included with the Administrative Fee for each contract year and upon each renewal.

F. DGS has registered the COSTARS name and logo (together, the “COSTARS Brand”) as a trademark with the Pennsylvania Department of State. Therefore, the Contractor may use the COSTARS Brand only as permitted under in this Subsection.

a.1. The Contractor shall pay the Administrative Fee covering its participation in the program, including without limitation any use of the COSTARS Brand, for each year of the Contract period. The fee is payable upon Contract award and prior to the renewal date for each succeeding Contract period.

a.2. DGS grants the Contractor a nonexclusive license to use the COSTARS Brand, subject to the following conditions:

a.i.1.a) The Contractor agrees not to transfer to any third party, including without limitation any of its subcontractors or suppliers, any privileges it may have to use the COSTARS Brand under this Contract.

a.i.1.b) The Contractor agrees not to use the COSTARS Brand to represent or imply any Commonwealth endorsement or approval of its products or services.

a.i.1.c) The Contractor is permitted to use the COSTARS Brand in broadcast, or Internet media solely in connection with this Contract and any other Contract with the Commonwealth under which it has agreed to make sales to COSTARS Purchasers. The Contractor may use the COSTARS Brand on business cards, brochures, and other print publications so long as the purpose is to identify the Contractor as a COSTARS vendor, and only so long as the required Contract fee is kept current.

a.i.1.d) Should this Contract terminate for any reason, the Contractor agrees promptly to remove the COSTARS Brand from any

of 49 and all print and electronic media and to refrain from using the COSTARS Brand for any purpose whatsoever from the date of Contract termination forward.

a.i.1.e) The Contractor agrees to defend, indemnify, and hold harmless the Commonwealth of Pennsylvania and DGS from and against all claims, demands, liabilities, obligations, costs, and expenses of any nature whatsoever arising out of or based upon the Contractor’s use of the COSTARS Brand.

a.i.1.f) The Contractor agrees it has no property rights in the use of the COSTARS Brand by virtue of this nonexclusive license. The Contractor expressly waives any claims, including without limitation due process claims that may otherwise be available under the law in the event of any dispute involving these terms of use.

G. The Contractor shall furnish to the DGS COSTARS Program Office a quarterly electronic Contract sales report detailing the previous quarter’s Contract purchasing activity, using the form and in the format prescribed by DGS. The Contractor shall submit its completed quarterly report no later than the fifteenth calendar day of the succeeding Contract quarter.

a.1. The Contractor shall submit the reports via the web-based COSTARS Suppliers’ Gateway at www.dgs.state.pa.us/costars. If a Contractor does not have access to the Internet, the Contractor shall send the reports, using the form and in the format prescribed by DGS, on compact disc via US Postal Service to the DGS COSTARS Program Office, Bureau of Procurement, 6th Floor Forum Place, 555 Walnut Street, Harrisburg, PA 17101-1914.

a.2. For each PO received, the Contractor shall include on the report the name and address of each COSTARS-Registered Purchaser that has used the Contract along with the sales date, and dollar volume of sales to the specific Purchaser for the reporting period.

a.3. DGS may suspend the Contractor’s participation in the COSTARS Program for failure to provide the Quarterly Sales Report within the specified time.

H. Additional information regarding the COSTARS Program is available on the DGS COSTARS Website at www.dgs.state.pa.us/costars

a.1. If the Contractor is aware of any qualified entity not currently registered and wishing to participate in the COSTARS Program, please refer the potential purchaser to the DGS COSTARS Website at

of 49 www.dgs.state.pa.us/costars, where it may register by completing the online registration form and receiving DGS confirmation of its registration. To view a list of currently-registered COSTARS member entities, please visit the COSTARS website. a.2. Direct all questions concerning the COSTARS Program to: Department of General Services COSTARS Program 555 Walnut Street, 6th Floor Harrisburg, PA 17101 Telephone: 1-866-768-7827 E-mail: [email protected]

I-31. Participating Addendum with an External Procurement Activity. Section 1902 of the Commonwealth Procurement Code, 62 Pa.C.S. § 1902, permits external procurement activities to participate in cooperative purchasing agreements for the procurement of services, supplies or construction.

A. Definitions. The following words and phrases have the meanings set forth in this provision:

1. External procurement activity: The term, as defined in 62 Pa. C. S. § 1901, means a “buying organization not located in the Commonwealth [of Pennsylvania] which if located in this Commonwealth would qualify as a public procurement unit [under 62 Pa. C.S. §1901]. An agency of the United States is an external procurement activity.”

2. Participating addendum: A bilateral agreement executed by the Contractor and an external procurement activity that clarifies the operation of the Contract for the external procurement activity concerned. The terms and conditions in any participating addendum shall affect only the procurements of the purchasing entities under the jurisdiction of the external procurement activity signing the participating addendum.

3. Public procurement unit: The term, as defined in 62 Pa. C. S. § 1901, means a “local public procurement unit or purchasing agency.”

Purchasing agency: The term, as defined in 62 Pa. C. S. § 103, means a “Commonwealth agency authorized by this part or any other law to enter into contracts for itself or as the agent of another Commonwealth agency.”

B. General. A participating addendum shall incorporate the terms and conditions of the Contract resulting from this RFP. The Contractor shall not be required to enter into any participating addendum.

C. Additional Terms.

of 49 a.1. A participating addendum may include additional terms that are required by the law governing the external procurement activity.

a.2. A participating addendum may include new, mutually agreed upon terms that clarify ordering procedures specific to a participating external procurement activity.

a.3. The construction and effect of any participating addendum shall be governed by and construed in accordance with the laws governing the external procurement activity.

a.4. If an additional term requested by the external procurement activity will result in an increased cost to the Contractor, the Contractor shall adjust its pricing up or down accordingly.

D. Prices.

a.1. Price adjustment. For any costs affecting the percent markup that the Contractor will or will not incur or that differ from costs incurred or not incurred in the fulfillment of this Contract, the Contractor shall adjust its pricing up or down accordingly. These costs may include, but not be limited to:

A.1.a.1) State and local taxes;

A.1.a.2) Unemployment and workers compensation fees;

A.1.a.3) E-commerce transaction fees; and

A.1.a.4) Costs associated with additional terms, established pursuant to this Part I, Section I-32.

a.2. The Contractor’s pricing for an external procurement activity shall be firm and fixed for the duration of the initial term of the Contract. After the initial term of the Contract, if the Contract is renewed, the Contractor’s pricing may be adjusted up or down based on market conditions only with the mutual agreement of both the Contractor and any external procurement activity.

E. Usage Reports on External Procurement Activities. The Contractor shall furnish to the Contracting Officer an electronic quarterly usage report, preferably in spreadsheet format no later than the fifteenth calendar day of the succeeding calendar quarter. Reports shall be e-mailed to the Contracting Officer for the Contract. Each report shall indicate the name and address of the Contractor, contract number, period covered by the report, the name of the external procurement activity that has used the Contract and the total volume of sales to the external procurement activity for the reporting period.

of 49 F. Electronic Copy of Participating Addendum. The Contractor, upon request of the Contracting Officer, shall submit one electronic copy of the participating addendum to the Contracting Officer within ten days after request.

of 49 PART II

PROPOSAL REQUIREMENTS

Offerors must submit their proposals in the format, including heading descriptions, outlined below. To be considered, the proposal must respond to all requirements in this part of the RFP. Offerors should provide any other information thought to be relevant, but not applicable to the enumerated categories, as an appendix to the Proposal. All cost data relating to this proposal and all Small Diverse Business cost data should be kept separate from and not included in the Technical Submittal. Each Proposal shall consist of the following three separately sealed submittals:

A. Technical Submittal, which shall be a response to RFP Part II, Sections II1 through II8;

B. Small Diverse Business participation submittal, in response to RFP Part II, Section II9; and

C. Cost Submittal, in response to RFP Part II, Section II10.

The Issuing Office reserves the right to request additional information which, in the Issuing Office’s opinion, is necessary to assure that the Offeror’s competence, number of qualified employees, business organization, and financial resources are adequate to perform according to the RFP.

The Issuing Office may make investigations as deemed necessary to determine the ability of the Offeror to perform the Project, and the Offeror shall furnish to the Issuing Office all requested information and data. The Issuing Office reserves the right to reject any proposal if the evidence submitted by, or investigation of, such Offeror fails to satisfy the Issuing Office that such Offeror is properly qualified to carry out the obligations of the RFP and to complete the Project as specified.

II-1. Statement of the Problem. State in succinct terms your understanding of the problem presented or the service required by this RFP.

II-2. Management Summary. Include a narrative description of the proposed effort and a list of the items to be delivered or services to be provided.

II-3. Work Plan. Describe in narrative form your technical plan for accomplishing the work. Use the task descriptions in Part IV of this RFP as your reference point. Modifications of the task descriptions are permitted; however, reasons for changes should be fully explained. Indicate the number of person hours allocated to each task. Include a Program Evaluation and Review Technique (PERT) or similar type display, time related, showing each event. If more than one approach is apparent, comment on why you chose this approach.

of 49 II-4. Prior Experience. Include experience in IT Hardware Maintenance. Experience shown should be work done by individuals who will be assigned to this project as well as that of your company. Studies or projects referred to must be identified and the name of the customer shown, including the name, address, and telephone number of the responsible official of the customer, company, or agency who may be contacted. A. The Commonwealth requires the Offeror to submit its Organization Chart showing all levels of management, down to the Project Manager, that will be involved in the contract. B. The Commonwealth requires Offeror submit two (2) retail customer references for providing maintenance services for personal computers, printers, scanners, network equipment (LAN), servers, handheld devices, IT peripherals and other IT Hardware devices. In addition, the Commonwealth requires that the Offeror submit references showing prior experience in providing IT maintenance services to organizations similar in size and scope of the Commonwealth. This includes demonstrating a proven track record of supporting a retail environment equivalent to the size of the Pennsylvania Liquor Control Board, which has approximately 600 stores throughout the Commonwealth. The Offeror must submit the required information using Appendix L - Project References. C. The Commonwealth requires references of client experience in providing IT Hardware Maintenance services to other client(s) of the same or similar size as the Commonwealth along with any prior experiences with client(s) belonging to the government sector. Studies or projects referred to should be identified and the name of the customer shown, including the name, address, and telephone number of the responsible official of the customer, company, or agency who may be contacted. The Offeror must submit at least two (2) references for the government sector and at least two (2) showing private sector experience. (Maximum of 5 references per sector). The Offeror must submit the required information using Appendix L - Project References.

II-5. Personnel. Include the number of executive and professional personnel, analysts, auditors, researchers, programmers, consultants, etc., who will be engaged in the work. Show where these personnel will be physically located during the time they are engaged in the Project. For key personnel, such as Project Manager and Technicians, include the employee’s name and, through a resume or similar document, the Project personnel’s education and experience in IT Hardware Maintenance. Indicate the responsibilities each individual will have in this Project and how long each has been with your company. The Offeror must submit the required information using Appendix M - Personnel Experience Summary. Identify by name any subcontractors you intend to use and the services they will perform.

II-6. Training. If appropriate, indicate recommended training of agency personnel. Include the agency personnel to be trained, the number to be trained, duration of the

of 49 program, place of training, curricula, training materials to be used, number and frequency of sessions, and number and level of instructors.

II-7. Financial Capability. Describe your company’s financial stability and economic capability to perform the contract requirements. Provide your company’s financial statements (audited, if available) for the past three fiscal years. Financial statements must include the company’s Balance Sheet and Income Statement or Profit/Loss Statements. Also include a Dun & Bradstreet comprehensive report, if available. If your company is a publicly traded company, please provide a link to your financial records on your company website in lieu of providing hardcopies. The Commonwealth reserves the right to request additional information it deems necessary to evaluate an Offeror’s financial capability.

II-8. Objections and Additions to Standard Contract Terms and Conditions. The Offeror will identify which, if any, of the terms and conditions (contained in Appendix A) it would like to negotiate and what additional terms and conditions the Offeror would like to add to the standard contract terms and conditions. The Offeror’s failure to make a submission under this paragraph will result in its waiving its right to do so later, but the Issuing Office may consider late objections and requests for additions if to do so, in the Issuing Office’s sole discretion, would be in the best interest of the Commonwealth. The Issuing Office may, in its sole discretion, accept or reject any requested changes to the standard contract terms and conditions. The Offeror shall not request changes to the other provisions of the RFP, nor shall the Offeror request to completely substitute its own terms and conditions for Appendix A. All terms and conditions must appear in one integrated contract. The Issuing Office will not accept references to the Offeror’s, or any other, online guides or online terms and conditions contained in any proposal.

Regardless of any objections set out in its proposal, the Offeror must submit its proposal, including the cost proposal, on the basis of the terms and conditions set out in Appendix A. The Issuing Office will reject any proposal that is conditioned on the negotiation of the terms and conditions set out in Appendix A or to other provisions of the RFP as specifically identified above.

II-9. Small Diverse Business Participation Submittal. A. To receive credit for being a Small Diverse Business or for subcontracting with a Small Diverse Business (including purchasing supplies and/or services through a purchase agreement), an Offeror must include proof of Small Diverse Business qualification in the Small Diverse Business participation submittal of the proposal, as indicated below:

A Small Diverse Business verified by BSBO as a Small Diverse Business must provide a photocopy of their verification letter.

B. In addition to the above verification letter, the Offeror must include in the Small Diverse Business participation submittal of the proposal the following information:

of 49 a.i.1.1. All Offerors must include a numerical percentage which represents the total percentage of the work (as a percentage of the total cost in the Cost Submittal) to be performed by the Offeror and not by subcontractors and suppliers.

a.i.1.2. All Offerors must include a numerical percentage which represents the total percentage of the total cost in the Cost Submittal that the Offeror commits to paying to Small Diverse Businesses (SDBs) as subcontractors. To support its total percentage SDB subcontractor commitment, Offeror must also include:

a.i.a) The percentage and dollar amount of each subcontract commitment to a Small Diverse Business; a.i.b) The name of each Small Diverse Business. The Offeror will not receive credit for stating that after the contract is awarded it will find a Small Diverse Business. a.i.c) The services or supplies each Small Diverse Business will provide, including the timeframe for providing the services or supplies. a.i.d) The location where each Small Diverse Business will perform services. a.i.e) The timeframe for each Small Diverse Business to provide or deliver the goods or services. a.i.f) A signed subcontract or letter of intent for each Small Diverse Business. The subcontract or letter of intent must identify the specific work, goods or services the Small Diverse Business will perform and how the work, goods or services relates to the project. a.i.g) The name, address and telephone number of the primary contact person for each Small Diverse Business.

a.i.1.3. The total percentages and each SDB subcontractor commitment will become contractual obligations once the contract is fully executed.

a.i.1.4. The name and telephone number of the Offeror’s project (contact) person for the Small Diverse Business information.

C. The Offeror is required to submit two copies of its Small Diverse Business participation submittal. The submittal shall be clearly identified as Small Diverse Business information and sealed in its own envelope, separate from the remainder of the proposal.

D. A Small Diverse Business can be included as a subcontractor with as many prime contractors as it chooses in separate proposals.

of 49 E. An Offeror that qualifies as a Small Diverse Business and submits a proposal as a prime contractor is not prohibited from being included as a subcontractor in separate proposals submitted by other Offerors.

II-10. Cost Submittal. The information requested in this Part II, Section II-10 shall constitute the Cost Submittal. The Cost Submittal shall be placed in a separate sealed envelope within the sealed proposal, separated from the technical submittal. The total proposed cost shall be broken down into the following components listed in Appendix C – Cost Submittal. Please see the instructions contained in Appendix C for further information. Offerors should not include any assumptions in their cost submittals. If the Offeror includes assumptions in its cost submittal, the Issuing Office may reject the proposal. Offerors should direct in writing to the Issuing Office pursuant to Part I, Section I-9, of this RFP any questions about whether a cost or other component is included or applies. All Offerors will then have the benefit of the Issuing Office’s written answer so that all proposals are submitted on the same basis.

The Issuing Office will reimburse the selected Offeror for work satisfactorily performed after execution of a written contract and the start of the contract term, in accordance with contract requirements, and only after the Issuing Office has issued a notice to proceed.

II-11. Domestic Workforce Utilization Certification. Complete and sign the Domestic Workforce Utilization Certification contained in Appendix B of this RFP. Offerors who seek consideration for this criterion must submit in hardcopy the signed Domestic Workforce Utilization Certification Form in the same sealed envelope with the Technical Submittal.

II-12. COSTARS Program Election to Participate. Offerors electing to permit COSTARS members to participate in this Contract should complete and sign the COSTARS Program Election to Participate form contained in Appendix E of this RFP. If the Offeror is asserting that it is a Department of General Services Certified Small Business, also provide an active Department of General Services Small Business Certification. Submit the form and the certification, as applicable, in the same sealed envelope with the Technical Submittal only if the Offeror elects to participate in the program.

II-13. Lobbying Certification and Disclosure of Lobbying Activities. This Project will be funded, in whole or in part, with federal monies. Public Law 101-121, Section 319, prohibits federal funds from being expended by the recipient or by any lower tier sub-recipients of a federal contract, grant, loan, or a cooperative agreement to pay any person for influencing, or attempting to influence a federal agency or Congress in connection with the awarding of any federal contract, the making of any federal grant or loan, or entering into any cooperative agreement. All parties who submit proposals in response to this RFP must sign the “Lobbying Certification Form,” attached as Appendix K and, if applicable, complete the “Disclosure of Lobbying Activities” form also attached in Appendix K as per MD 305.16 (Amended) Lobbying Certification and

of 49 Disclosure Management Directive 305.16 Amended and available at: http://www.whitehouse.gov/omb/assets/omb/grants/sflllin.pdf.

II-14. Troubleshooting/Diagnostics Checklists Offerors must submit sample troubleshooting/diagnostics checklists as examples of the troubleshooting steps and/or diagnostics its technicians routinely perform for the following equipment:

A. Desktop PC B. Laser Printer C. Multi Function Device (MFD D. Server

The checklists should be based on current commonly used Commonwealth assets as described in Appendix G – List of Current Covered Assets, such as Dell OPTIPLEX, HP LaserJet, HP OfficeJet, and IBM midrange server (X86 (32 bit processor) Server with 5 to 8 Processors and up to 64 GB of RAM).

of 49 PART III

CRITERIA FOR SELECTION

III-1. Mandatory Responsiveness Requirements. To be eligible for selection, a proposal must be:

A. Timely received from an Offeror;

B. Properly signed by the Offeror;

C. Submitted by an Offeror listed in the September 2013 Gartner Magic Quadrant for End-User Outsourcing Services, North America. If an Offeror is not listed in Magic Quadrant, they will not be considered for this RFP. (Subcontractors do not need to meet this requirement)

III-2. Technical Nonconforming Proposals. The three (3) Mandatory Responsiveness Requirements set forth in Section III-1 above (A-B) are the only RFP requirements that the Commonwealth will consider to be non-waivable. The Issuing Office reserves the right, in its sole discretion, to (1) waive any other technical or immaterial nonconformities in an Offeror’s proposal, (2) allow the Offeror to cure the nonconformity, or (3) consider the nonconformity in the scoring of the Offeror’s proposal.

III-3. Evaluation. The Issuing Office has selected a committee of qualified personnel to review and evaluate timely submitted proposals. Independent of the committee, BSBO will evaluate the Small Diverse Business participation submittal and provide the Issuing Office with a rating for this component of each proposal. The Issuing Office will notify in writing of its selection for negotiation the responsible Offeror whose proposal is determined to be the most advantageous to the Commonwealth as determined by the Issuing Office after taking into consideration all of the evaluation factors.

III-4. Evaluation Criteria. The following criteria will be used in evaluating each proposal:

A. Technical: The Issuing Office has established the weight for the Technical criterion for this RFP as 40 % of the total points. Evaluation will be based upon the following:

 Prior Experience  Personnel Qualifications  Soundness of Approach  Understanding the Problem

The final Technical scores are determined by giving the maximum number of technical points available to the proposal with the highest raw technical score. The

of 49 remaining proposals are rated by applying the Technical Scoring Formula set forth at the following webpage: http://www.portal.state.pa.us/portal/server.pt/community/rfp_scoring_formulas_overvi ew/20124.

B. Cost: The Issuing Office has established the weight for the Cost criterion for this RFP as 40% of the total points. The cost criterion is rated by giving the proposal with the lowest total cost the maximum number of Cost points available. The remaining proposals are rated by applying the Cost Formula set forth at the following webpage: http://www.portal.state.pa.us/portal/server.pt/community/rfp_scoring_formulas_overv iew/20124 C. Small Diverse Business Participation:

BSBO has established the weight for the Small Diverse Business (SDB) participation criterion for this RFP as 20 % of the total points. Each SDB participation submittal will be rated for its approach to enhancing the utilization of SDBs in accordance with the below-listed priority ranking and subject to the following requirements:

1. A business submitting a proposal as a prime contractor must perform 60% of the total contract value to receive points for this criterion under any priority ranking.

2. To receive credit for an SDB subcontracting commitment, the SDB subcontractor must perform at least fifty percent (50%) of the work subcontracted to it.

3. A significant subcontracting commitment is a minimum of five percent (5%) of the total contract value.

4. A subcontracting commitment less than five percent (5%) of the total contract value is considered nominal and will receive reduced or no additional SDB points depending on the priority ranking.

Priority Rank 1: Proposals submitted by SDBs as prime offerors will receive 150 points. In addition, SDB prime offerors that have significant subcontracting commitments to additional SDBs may receive up to an additional 50 points (200 points total available).

Subcontracting commitments to additional SDBs are evaluated based on the proposal offering the highest total percentage SDB subcontracting commitment. All other Offerors will be scored in proportion to the highest total percentage SDB subcontracting commitment within this ranking. See formula below.

of 49 Priority Rank 2: Proposals submitted by SDBs as prime contractors, with no or nominal subcontracting commitments to additional SDBs, will receive 150 points.

Priority Rank 3: Proposals submitted by non-small diverse businesses as prime contractors, with significant subcontracting commitments to SDBs, will receive up to 100 points. Proposals submitted with nominal subcontracting commitments to SDBs will receive points equal to the percentage level of their total SDB subcontracting commitment.

SDB subcontracting commitments are evaluated based on the proposal offering the highest total percentage SDB subcontracting commitment. All other Offerors will be scored in proportion to the highest total percentage SDB subcontracting commitment within this ranking. See formula below.

Priority Rank 4: Proposals by non-small diverse businesses as prime contractors with no SDB subcontracting commitments shall receive no points under this criterion.

To the extent that there are multiple SDB Participation submittals in Priority Rank 1 and/or Priority Rank 3 that offer significant subcontracting commitments to SDBs, the proposal offering the highest total percentage SDB subcontracting commitment shall receive the highest score (or additional points) available in that Priority Rank category and the other proposal(s) in that category shall be scored in proportion to the highest total percentage SDB subcontracting commitment. Proportional scoring is determined by applying the following formula:

SDB % Being Scored x Points/Additional = Awarded/Additional Highest % SDB Commitment Points Available* SDB Points

Priority Rank 1 = 50 Additional Points Available Priority Rank 3 = 100 Total Points Available

Please refer to the following webpage for an illustrative chart which shows SDB scoring based on a hypothetical situation in which the Commonwealth receives proposals for each Priority Rank: http://www.portal.state.pa.us/portal/server.pt/community/rfp_scoring_formulas_ov erview/20124

D. Domestic Workforce Utilization: Any points received for the Domestic Workforce Utilization criterion are bonus points in addition to the total points for this RFP. The maximum amount of bonus points available for this criterion is 3% of the total points for this RFP.

To the extent permitted by the laws and treaties of the United States, each proposal will be scored for its commitment to use domestic workforce in the fulfillment of the contract. Maximum consideration will be given to those Offerors who will perform the contracted direct labor exclusively within the geographical

of 49 boundaries of the United States or within the geographical boundaries of a country that is a party to the World Trade Organization Government Procurement Agreement. Those who propose to perform a portion of the direct labor outside of the United States and not within the geographical boundaries of a party to the World Trade Organization Government Procurement Agreement will receive a correspondingly smaller score for this criterion. See the following webpage for the Domestic Workforce Utilization Formula:

http://www.portal.state.pa.us/portal/server.pt/community/rfp_scoring_formulas_ov erview/20124. Offerors who seek consideration for this criterion must submit in hardcopy the signed Domestic Workforce Utilization Certification Form in the same sealed envelope with the Technical Submittal. The certification will be included as a contractual obligation when the contract is executed.

III-5. Offeror Responsibility. To be responsible, an Offeror must submit a responsive proposal and possess the capability to fully perform the contract requirements in all respects and the integrity and reliability to assure good faith performance of the contract.

In order for an Offeror to be considered responsible for this RFP and therefore eligible for selection for best and final offers or selection for contract negotiations:

A. The total score for the technical submittal of the Offeror’s proposal must be greater than or equal to 70% of the available technical points; and

B. The Offeror’s financial information must demonstrate that the Offeror possesses the financial capability to assure good faith performance of the contract. The Issuing Office will review the Offeror’s previous three financial statements, any additional information received from the Offeror, and any other publicly-available financial information concerning the Offeror, and assess each Offeror’s financial capacity based on calculating and analyzing various financial ratios, and comparison with industry standards and trends.

An Offeror which fails to demonstrate sufficient financial capability to assure good faith performance of the contract as specified herein may be considered by the Issuing Office, in its sole discretion, for Best and Final Offers or contract negotiation contingent upon such Offeror providing contract performance security, in a form acceptable to the Issuing Office, for twenty percent (20%) of the proposed value of the base term of the contract. Based on the financial condition of the Offeror, the Issuing Office may require a certified or bank (cashier’s) check, letter of credit, or a performance bond conditioned upon the faithful performance of the contract by the Offeror. The required performance security must be issued or executed by a bank or surety company authorized to do business in the Commonwealth. The cost of the required performance security will be the sole responsibility of the Offeror and cannot increase the Offeror’s cost proposal or the contract cost to the Commonwealth.

of 49 Further, the Issuing Office will award a contract only to an Offeror determined to be responsible in accordance with the most current version of Commonwealth Management Directive 215.9, Contractor Responsibility Program.

III-6. Final Ranking and Award.

A. After any best and final offer process conducted, the Issuing Office will combine the evaluation committee’s final technical scores, BSBO’s final small diverse business participation scores, the final cost scores, and (when applicable) the domestic workforce utilization scores, in accordance with the relative weights assigned to these areas as set forth in this Part.

B. The Issuing Office will rank responsible offerors according to the total overall score assigned to each, in descending order.

C. The Issuing Office must select for contract negotiations the offeror with the highest overall score; PROVIDED, HOWEVER, THAT AN AWARD WILL NOT BE MADE TO AN OFFEROR WHOSE PROPOSAL RECEIVED THE LOWEST TECHNICAL SCORE AND HAD THE LOWEST COST SCORE OF THE RESPONSIVE PROPOSALS RECEIVED FROM RESPONSIBLE OFFERORS. IN THE EVENT SUCH A PROPOSAL ACHIEVES THE HIGHEST OVERALL SCORE, IT SHALL BE ELIMINATED FROM CONSIDERATION AND AWARD SHALL BE MADE TO THE OFFEROR WITH THE NEXT HIGHEST OVERALL SCORE.

D. The Issuing Office has the discretion to reject all proposals or cancel the request for proposals, at any time prior to the time a contract is fully executed, when it is in the best interests of the Commonwealth. The reasons for the rejection or cancellation shall be made part of the contract file.

of 49 PART IV

WORK STATEMENT

IV-1. Objectives.

A. General. The Commonwealth seeks a qualified contractor to provide maintenance for various IT hardware equipment and meet the mandatory requirements listed within this RFP.

B. Specific. The Commonwealth is interested in securing proposals from Offerors of IT hardware maintenance services to provide coverage for predefined service levels, equipment category types and Solutions Times (ST’s) for various IT hardware devices, located throughout the Commonwealth, at a fixed monthly rate.

IV-2. Nature and Scope of the Project.

The Commonwealth’s personal computers, printers, scanners, network equipment (LAN), servers, handheld devices, and IT peripherals are currently being maintained under one strategically sourced contract. The Commonwealth is interested in securing proposals from providers of IT Hardware Maintenance Services to provide maintenance coverage for types of equipment as described in Appendix F – Categories and Definitions. Please see Appendix G – List of Current Covered Assets for an example of assets currently covered.

The selected Offeror will perform IT Hardware Maintenance Services, to approximately, 45,000 devices located throughout the Commonwealth of Pennsylvania at a fixed monthly rate. See Appendix H – Total Monthly Services Call Cal Yr 2013 for a breakdown of total number of services calls for calendar year 2013.

This is not an exclusive contract for IT Hardware Services. The Commonwealth may contract services with vendors currently providing equipment, parts, warranty services or extended maintenance services. The Commonwealth will not end current contract agreements or request a waiver/approval from the Offeror to enter new agreements with contracted vendors.

IV-3. Requirements.

A. Contract Requirements. All contract requirements must be met by the selected Offeror throughout the entire length of the contract. A.1. The selected Offeror must implement the newly awarded maintenance services begin on January 1, 2015.

of 49 A.2. The Commonwealth will provide the selected Offeror a report (Asset Report) detailing assets and service levels subscribed to by each agency prior to the month the service is to be rendered. Billing shall occur on a monthly basis. The selected Offeror invoices must be submitted for payment by the end of the month in which the service is rendered. A.3. Invoices for relocation or reconfiguration services must be submitted separately to each Agency requesting these services and be procured using a P-Card.

B. Staffing Requirements B.1. Project Manager The Commonwealth requires a Project Manager be assigned to oversee the operation of the entire contract. It is expected the Project Manager will be available to the Commonwealth contract officer full-time during the entire length of the contract. B.1.a) The Project Manager will function as the Offeror’s authorized point of contact with the Commonwealth and must be available to respond promptly and fully to all contract requirements. B.1.b) The Project Manager’s responsibilities will include, but are not limited to: providing administrative, supervisory, and technical direction to project personnel; monitoring work performance for accuracy, timeliness, efficiency, and adherence to contract requirements; coordinating the resolution of contract problems and the implementation and completion of problem escalation procedures. B.1.c) The Project Manager must be an employee of the prime Offeror and must be authorized to make binding decisions on behalf of the prime Offeror and all subcontractors. B.1.d) The Project Manager may not be reassigned during the contract period without 60 day prior written notice and the Commonwealth’s consent. B.1.e) The Project Manager must have a minimum of five (5) years demonstrated project management experience. The Project Manager will have experience managing large scale projects involving maintenance of a diverse manufacturer equipment base. Additionally, the Project Manager must have demonstrated effective oral and written communication skills. The Offeror must submit the Project Managers resume along with references, to validate these requirements.

B.2. Technicians B.2.a) The selected Offeror’s team of service technicians must have the following minimum certifications within 120 days of the contract Effective Date. Not all technicians must hold

of 49 every certification, but technicians must be certified on the equipment for which they will perform maintenance services. B.2.a.1) CompTIA A+ Certification - CompTIA A+ certification proves that a candidate has the latest skills needed by today’s computer support professionals. CompTIA A+ confirms a technician's ability to perform tasks such as installation, configuration, diagnosing, preventive maintenance and basic networking. B.2.a.2) CompTIA Server+ Certification - CompTIA Server+ certification validates advanced-level technical competency of server issues and technology; including installation, configuration, upgrading, maintenance, environment, and troubleshooting and disaster recovery. B.2.a.3) CompTIA Network+ Certification - CompTIA Network+ certification demonstrates that a candidate can describe the features and functions of networking components, and possesses the knowledge and skills needed to install, configure and troubleshoot basic networking hardware, protocols and services. B.2.a.4) CompTIA PDI+ Certification - CompTIA PDI+ certification covers the installation and maintenance of printers, scanners, copiers, fax machines and other devices. B.2.a.5) CCENT–IT Certification – Cisco Certified Entry Networking Technician (CCENT) validates the ability to install, operate and troubleshoot a small enterprise branch network, including basic network security. With a CCENT, a network professional demonstrates the skills required for entry-level network support positions - the starting point for many successful careers in networking. B.2.a.6) Dell Certified Systems Expert - DCSE Program is specifically designed for technicians that install and service Dell products including: Dell Service Provider, Dell Installation Service Provider and Dell Tech Support Technicians. B.2.a.7) IBM Certified Systems Expert - System x High Performance Servers Technical Support V6 - This certification validates the skills required to plan, design, install, configure, and maintain IBM High Performance servers. The IBM Certified Expert will provide solution design and implementation support. This certified individual will also work to provide

of 49 longer-term technical support activities including problem solving and resolution. B.2.a.8) IBM Certified Specialist - System x Technical Principles V8 - This certification validates the skills required to gather requirements, plan, design, install and maintain System x servers. This certification is targeted to IBM Business Partners, Advanced Technical Specialists (ATS), Field Technical Sales Support (FTSS) professionals, System x Service Specialists, IBM TechLine professionals, and System x customers. B.2.a.9) HP Accredited Platform Specialist - This individual is required to provide basic hardware support for the purpose of restoring consumer and business class hardware to factory operational levels. B.2.b) Technicians must have a wide range of skills and knowledge to support many different manufacturers and models of printers. Please see Appendix G – List of Current Covered Assets for an example of assets currently covered. The technicians must have hands on experience for disassembly and assembly, calibration, usage and troubleshooting. Examples follow: B.2.b.1) Removal and replacement of user replaceable parts B.2.b.2) Use of the service manual to look up replacement procedures B.2.b.3) Interpret configuration pages and event logs B.2.b.4) Perform tests of printer function B.2.b.5) Interpret test results B.2.b.6) Use the service manual to look up test procedures B.2.b.7) Identify top troubleshooting issues for each type of printer in the Commonwealth B.2.b.8) Disassemble and reassemble the printers, using the appropriate Service Manual for reference B.2.b.9) Set up and configure hardware and software components of the product for service. B.2.b.10) Effectively replace separate devices that can print, copy, color, scan, and digitally send data. B.2.b.11) Fully understand of operation and interaction the major subassemblies. B.2.b.12) Troubleshoot and repair complex electrical and electronic problems. B.2.b.13) Troubleshoot and repair mechanical and pneumatic sub systems.

of 49 B.2.b.14) Properly observe safety precautions to diagnose problems and perform repairs. B.2.b.15) Be able to perform mandatory preventive maintenance functions at prescribed intervals B.2.c) The selected Offeror must provide at least, three (3) dedicated service technicians who will be available on-site during PPM (Principal Period of Maintenance) hours to service equipment located in the Capital Complex area. B.2.d) The selected Offeror’s technicians must meet and maintain the stated qualifications/certifications throughout the life of the contract. An updated list of technicians and their qualifications/certifications must be available upon the Commonwealth’s request. B.2.e) The Commonwealth requires that Offerors submit a statewide coverage plan showing the area and number of technicians to satisfy the area under the Services Level Agreements (SLA) specified in this document. Please provide a listing by county of the technicians permanently assigned to that specific geographic area. See Appendix J – PA County Map.

C. Maintenance Standards C.1. The selected Offeror must apply all Original Equipment Manufacturer (OEM) mandatory engineering changes to all contract covered equipment, at no cost to the Commonwealth and restore all contract covered equipment to original functionality, as defined by the OEM. C.2. The selected Offeror must have the skills required to reload all software so that the Commonwealth equipment is restored to the level of operability and/or network connectivity that existed prior to the equipment failure. Prior to reloading any software, the Offeror must verify the process with the using agency, as an agency may choose to have this function performed by their personnel. The Offeror must not install any software, on any Commonwealth equipment, that is not licensed to the Commonwealth.

D. Service Requests, Tracking & Procedures: D.1. The selected Offeror must be available to receive service requests twenty-four (24) hours per day, seven (7) days a week, three hundred sixty-five (365) days per year. D.2. The Commonwealth’s Enterprise Help Desk Ticket tracking application will be the sole application (currently Remedy, but the Commonwealth will be converting to Service Now) for managing and reporting on trouble tickets. All trouble tickets / service requests must reference the Commonwealth’s Enterprise Help Desk Ticket number.

of 49 D.3. The selected Offeror, at its own expense, if any, must secure access to the Commonwealth’s Enterprise Help Desk Ticket tracking application to create, display, and modify tickets. D.4. Agencies will submit service requests to the selected Offeror via the Commonwealth’s Help Desk. The selected Offeror, therefore, will receive trouble tickets from the Help Desk via the Commonwealth’s Enterprise Help Desk Ticket tracking application. D.5. All requests will be entered into the Commonwealth’s Enterprise Help Desk Ticket tracking application, by the Commonwealth, and marked with the date and time. The selected Offeror must prioritize and dispatch a technician to resolve the ticket. Once the issue has been resolved the selected Offeror must update the database with status and the time of resolution. The selected Offeror must obtain confirmation of resolution, by the Commonwealth, prior to closing the ticket. D.6. The following items will be enforced with respect to trouble ticketing procedures: D.6.a) Ticket status is updated within Commonwealth’s Enterprise Help Desk Ticket tracking application within 24 hours of action. D.6.b) Agencies have the right to increase priority of ticket. D.7. The selected Offeror must provide a Toll Free support number for anyone reporting outside of Commonwealth’s Enterprise Help Desk Ticket tracking application. D.8. No ticket may be closed until the equipment is certified as operable and accepted by the Commonwealth.

E. Service Level Agreements (SLA) E.1. The selected Offeror must meet the SLA’s at a performance level of 95% by agency on a monthly basis. The selected Offeror must pay service credits to the agencies for any SLA’s not met under this agreement. As described in section IV-3.G Service Credits.

E.2. The selected Offeror must perform at a 95% level on aggregate for the entire Commonwealth quarterly. Upon failure to this SLA, the selected Offeror must submit a corrective action plan to the Commonwealth. This plan must be received within fifteen (15) days of the quarter’s end. This plan is subject to Commonwealth approval.

E.3. The Commonwealth requires five (5) service level options to cover the agency needs. These are: E.3.a) Mission Critical 24x7 (MC7) E.3.b) Mission Critical 13x7 (MC7a) E.3.c) Mission Critical 5 (MC5) E.3.d) Next Business Day (NBD)

of 49 E.3.e) Second Business Day (SBD)

The Offeror must also make provisions to provide maintenance service outside the Principal Period of Maintenance (PPM) for the service level options. The following table is a summary of the service level options required by the Commonwealth:

Principal Respons Period of Service e Time Solution Maintenance Holiday Levels (RT) Time (ST) (PPM) Coverage Mission 7 days/week, Critical 24x7 2 hrs 4 hrs Yes 24hrs a day. (MC7) Mission 7 days/week, Critical 13x7a 2 hrs 4 hrs Yes 9am – 10pm. (MC7a) Mission 5 days/week, Critical 5 2 hrs 4 hrs 5:00 am to Yes (MC5) 5:00 pm. 5:00 PM 5 days/week, Next Business Next Mon-Fri, 2 hrs Yes Day (NBD) Business 5:00a.m. to Day 5:00p.m. 5:00 PM 5 days/week, Second Second Mon-Fri, Business 2 hrs No Business 5:00a.m. to Day (SBD) Day 5:00p.m.

The Commonwealth defines Response Time (RT) as the total elapsed time from when a call is placed or an electronic ticket is created until the end user receives notification that the Offeror has received the call/ticket and identified an estimated time of arrival for the technician.

The Commonwealth defines Solution Time (ST) as the total elapsed time from when a call/ticket is placed to the Offeror’s Dispatching Center for service until the repair is completed by the service technician and the equipment is certified as operable and accepted by the Commonwealth. Thus, Solution Time includes both Response Time and the time to repair the equipment.

of 49 The Commonwealth defines Principal Period of Maintenance (PPM) as the coverage timeframe the service provider is responsible for repairing equipment under contract.

E.4. Any services performed outside of the Second Business Day and Next Business Day PPMs listed above are considered by the Commonwealth as Outside the Principal Period of Maintenance (OPPM). If requested by the agency, these services may command an additional service charge. Service charge must be agreed upon prior to service being performed. OPPM does not apply to the Mission Critical service options.

The following matrix illustrates OPPM coverage by Service Option:

Service Option OPPM Second Business Day (SBD), Five (5) day (5am-5pm) YES Next Business Day (NBD), Six (6) day (5am-5pm) YES Mission Critical 5 (MC5), Five (5) day (24hrs/day) Does not Apply Mission Critical 13x7a (MC7a), 7 days/week, (9am – Does not Apply 10pm) Mission Critical 7 (MC), Seven (7) day (24hrs/day) Does not Apply

E.5. The Commonwealth requires the ability to escalate/de-escalate equipment among Service Options (NMC, SMC, MC5, MC7a & MC7) at any time to meet mission requirements. The new pricing for the selected Service Option will become effective on the next billing period and must stay in effect for 6 months. E.6. There will be no mission critical (MC5 MC7a, or MC7) items in categories listed in Appendix F – Categories and Definitions for PC’s and Printers, unless a waiver is granted by the Contract Manager. These categories include but are not limited to 14, 23, 25, 26, 27, 63, 65, 66, and 67. E.7. Equipment not listed on the Asset Report may be serviced by the Offeror at the cost of materials and shipping to the agency. In these instances, the Agency will use a P-Card to procure the services. E.8. Once a ticket is initiated by the Commonwealth, the Offeror’s technicians must contact the agency requiring the service within the specified response time for that asset. The technician must contact the originator of the ticket before leaving the site. If necessary, the originator can require a system test be performed to ensure ticket completion. If the system test fails, the ticket will remain open.

F. Service Credits

of 49 The Commonwealth will notify the selected Offeror, in writing, of any claims for service credits. Failure of the Offeror to repair a failed device within the Solution Time (ST) will result in the assessment of service credits as described below:

Service credits will be paid by the selected Offeror on a monthly basis in the form of an offset on the next bill. The Commonwealth, at its option, for amounts due as service credits, may deduct such from any money payable to the selected Offeror or request a check from the selected Offeror.

Maintenance Services - Failure Event

A failure event occurs at the expiration of the Solution Time (ST) when maintenance service is not completed within the ST and no functionally equivalent loaner is provided and accepted by the Commonwealth within the ST.

If a 95% performance level is not met per agency on a monthly basis, the Offeror will be assessed Service Credits in the amounts as stated below: F.1. For maintenance service not completed on a device under Mission Critical 7(MC7), Mission Critical 7a (MC7a) and Mission Critical 5 (MC5) service levels; the Offeror will be assessed an initial service credit of $50.00 per device. In addition, the Offeror will be assessed $10.00 per hour until the device is repaired or a functionally equivalent loaner is accepted by the Commonwealth Agency. F.2. For Maintenance Service not completed on devices under Next Business Day (NBD) service level; the Offeror will be assessed an initial service credit of $50.00 per device. In addition, the Offeror will be assessed $75.00 per day until the device is repaired or a functionally equivalent loaner is accepted by the Agency. F.3. For Maintenance Service not completed on devices under Second Business Day (SBD); the Offeror will be assessed an initial service credit of $25.00 per device. In addition, the Offeror will be assessed $35.00 per day until the device is repaired or a functionally equivalent loaner is accepted by the Agency. F.4. All loaners must be removed and replaced with the repaired device within five (5) business days of the loan or the Offeror will be assessed an additional $75.00 per day until the repaired device is operational and accepted by the Commonwealth.

Any service credit disputes must be reported to the contracting office within 30 calendar days of monthly invoice. The contracting office will review dispute with the Contractor and agency. It is the Commonwealth’s sole discretion to waive a service credit.

of 49 G. Refunds In the event the selected Offeror receives payment for maintenance coverage of an asset and the selected Offeror later determines it cannot provide maintenance services for the asset, then a full refund of all payments received for maintenance coverage for that asset shall be refunded to the Commonwealth.

H. Change Control The Commonwealth may add/delete/or modify categories, category definitions, and SLAs throughout the term of the Contract. The Commonwealth will send notice to the Contractor at least sixty (60) days prior to the date that changes are to be effective.

I. Escalation Process Offerors must have an automated escalation process which notifies the Offeror’s management when service calls remain open beyond a specified portion of the ST.

The escalation process must place emphasis on restoring functionality for a user. It must include notification to users, agency help desk personnel (where applicable), agency management, and Commonwealth Contract Officer as defined in the contract. The escalation process should also include action by Offeror management at each step in the process. The Commonwealth requires the escalation process begin at fifty percent (50%) of the ST and continue until functionality has been restored to the user and the service call has been closed. The Commonwealth requires the escalation process to apply to all service calls.

The Commonwealth requires the Offeror to submit an escalation process for service tickets which are not closed, to meet the required Solution Time (ST) for the ticket. Flow charts with detail will be acceptable.

J. Equipment Loaner The selected Offeror must provide functionally equivalent loaner equipment whenever contract covered equipment cannot be repaired within the required Solution Time (ST).

The Commonwealth reserves the right to accept or reject the use of a loaner in any service related situation. The Commonwealth will not perform any hardware and/or software modifications in order to render a loaner piece of equipment functional.

The Offeror must satisfy the customer by providing a functional piece of equipment that is equivalent or greater to the piece of equipment that is in need of repair. If the loaner equipment fails during the loan period, service credits will be retroactive to the call date and time.

of 49 If a loaner is rejected by the agency, then the SLA will still be enforced unless the agency chooses to stop the SLA for a period of time.

There will be no equipment loaners accepted for mission critical items unless the agency is granted a waiver by the Office of Administration.

K. Quality and Reliability K.1. The selected Offeror must perform quality repairs to all equipment maintained under this Contract. K.2. After equipment is serviced, the equipment must perform in the manner it was designed. K.3. All parts must be new, non-refurbished parts unless agreed to by the Agency. These parts include but are not limited to hard drives, power supplies, array controllers, motherboards, memory and processors. K.4. All new and refurbished parts will be covered under warranty, by the Offeror, a minimum of 180 days after installation or longer if provided by the part’s manufacturer. K.5. The Commonwealth will permit the permanent "Swap-Out" of contract covered equipment. "Swap-Out" is defined as the permanent replacement of the total unit with total component replacement. A “Swap-Out” permanent replacement will only take place in the event that it is agreed upon by both the Agency and Offeror that a “Swap-Out” is in the best interest of the Commonwealth. K.6. If a single asset requires three (3) service calls for any service issues within a 60-day rolling time period, the Offeror will be required to notify OA to discuss the issues and make suggestions as to what should be done with the asset.

L. Inventory Warehouses The selected Offeror must have central and local warehouse(s) dispersed across the entire state to meet all needs of the Commonwealth under the Service Level Agreements (SLA) for all contracted assets. The selected Offeror must submit its inventory plan to meet all needs of the Commonwealth under the Service Level Agreements (SLA) for all contracted assets.

M. Pennsylvania Liquor Control Board M.1. The selected Offeror will work with the Liquor Control Board (PLCB) to ensure repairs are made to the point of sale terminals within specified service levels by: M.1.a) Maintaining a number of spare units located throughout the Commonwealth

of 49 M.1.b) Meeting weekly with the PLCB

N. Emergency Preparedness To support continuity of operations during an emergency, including a pandemic, the Commonwealth needs a strategy for maintaining operations for an extended period of time. One part of this strategy is to ensure that essential contracts that provide critical business services to the Commonwealth have planned for such an emergency and put contingencies in place to provide needed goods and services.

N.1. Describe how Offeror anticipates such a crisis will impact its operations.

N.2. Describe Offeror’s emergency response continuity of operations plan. Attach a copy of the plan, or at a minimum, summarize how the plan addresses the following aspects of pandemic preparedness:

a) Employee training (describe Offeror’s training plan, and how frequently it will be shared with employees)

b) Identified essential business functions and key employees (within Offeror) necessary to carry them out

c) Contingency plans for:

1) How Offeror will handle staffing issues when a portion of key employees are incapacitated due to illness.

2) How Offeror employees will carry out the essential functions if contagion control measures prevent them from coming to the primary workplace.

d) How Offeror will communicate with staff and suppliers when primary communications systems are overloaded or otherwise fail, including key contacts, chain of communications (including suppliers), etc.

e) How and when Offeror’s emergency plan will be tested, and if the plan will be tested by a third-party.

IV-4. Services. All services performed under this contract must meet the requirements of this RFP as describe in section IV-3. Requirements.

A. Dispatching Services

of 49 The selected Offeror must perform dispatching services which included but are not limited to, receiving service requests, dispatching technicians, and updating tickets. The Commonwealth requires the Offeror to have a dispatching center responsible for handling service tickets and calls during both PPM and OPPM as described in section IV3.E Service Level Agreements (SLA).

B. Maintenance and Repair Services The selected Offeror must perform maintenance and repair services on contract covered equipment. Maintenance includes, but will not be limited to: problem diagnosis, fault isolation, fault repair, validation of repair, reloading of all software, system validation and certification.

Maintenance services for all equipment covered by this Contract must take place on-site, unless otherwise agreed to by the Agency. On-site maintenance is defined as the in-person visit to the Commonwealth’s user location by the Offeror’s service technician to perform a repair.

C. Relocation and Reconfiguration Services Upon request, the selected Offeror must perform relocation and reconfiguration services. Relocation means the movement of an asset from its current location to another location and returned to operation. The selected Offeror shall provide a quote for these services prior to any work being performed.

IV-5. Reports and Project Control. All reports must be provided electronically in a report and file format that is approved by the Commonwealth.

A. Contract governance meetings The selected Offeror must meet with the Commonwealth contract manager on a quarterly basis to discuss the following, but not limited to:

A.1. Third Party IT Hardware maintenance issues A.2. SLA compliance A.3. Projected changes

B. Agency Meetings

B.1. The Project Manager must meet monthly with the Agencies in either a group or individual setting for the first 6 months of the contract. Agencies may require continued meetings with the Project Manager as necessary.

B.2. The selected Offeror must schedule upon request, re-occuring meetings with the agencies to address all Third Party IT Hardware

of 49 maintenance issues and SLA compliance. These meetings will occur upon request at an interval determined appropriate by the Agencies.

C. Quarterly Reporting The selected Offeror shall provide to the Commonwealth Contract Administrator a quarterly report depicting service volumes by the Commonwealth and its using agencies. Quarterly reports must be provided within fifteen (15) business days after the end of the quarter. The report shall include all COSTARS political subdivisions and university services as well as for any “piggyback” services by other state (non-PA) entities. A consistent reporting mechanism will be required of all Offerors, and shall include (but not be limited to):

C.1. Ticket-Tracking Report for warranty support, which shall include: C.1.a) Date of initial ticket, requesting agency, contact person, and nature of ticket C.1.b) Date of initial Offeror response C.1.c) Date and brief explanation of problem closure

C.2. Customer Satisfaction Report which depicts Offeror performance in the areas of: quality assurance, accuracy of services provided, professionalism, flexibility, competence, timeliness of delivery and response to questions. Offeror shall initiate customer satisfaction surveys indicating Offeror performance. The Commonwealth must approve the format and delivery mode of the survey.

D. Monthly Reporting The following reports must be prepared at an agency level and provided to the agencies monthly. Monthly reports must be provided within five (5) business days after the end of the month. Upon request these reports must be provided at a Commonwealth wide level to the contracting office. D.1. SLA reporting. Report depicting total, average, and individual issues Response Time, Fix Time, and Solution Time. D.1.a) Response Time: Use SLA in contract as metric for On Time Performance Required: Agency, Incident Location Street 1, Location Street 2, Location Street 3, City, Zip Code, Model #, Ser #, Problem Summary, Call date & time, Response date & time. D.1.b) Fix Time: from time end user receives notification that the Offeror has received the call/ticket and an estimated time of arrival for the technician to repair is completed by the service technician and the equipment is certified as operable and accepted by the Commonwealth. Must add: Fix date, time, and Resolution Summary.

of 49 D.1.c) Solution Time: total elapsed time from when a call/ticket is placed to the Offeror’s Dispatching Center for maintenance service until the repair is completed by the service technician and the equipment is certified as operable and accepted by the Commonwealth. Solution Time includes both Response Time and Fix Time. D.2. Service Credit report. Report identifying any Service Credits issued for the month. D.3. Repeat calls: Number of repeat tickets totaling 5 or more on a rolling 60-day basis by serial number. D.4. General, Monthly Status Report to address all outstanding issues. D.5. Miscategorized asset report: Report identifying all assets not accurately assigned to proper category. Report must be produced at an agency level.

IV-6. Contract Requirements—Small Diverse Business Participation. All contracts containing Small Diverse Business participation must also include a provision requiring the selected contractor to meet and maintain those commitments made to Small Diverse Businesses at the time of proposal submittal or contract negotiation, unless a change in the commitment is approved by the BSBO. All contracts containing Small Diverse Business participation must include a provision requiring Small Diverse Business subcontractors to perform at least 50% of the subcontracted work.

The selected contractor’s commitments to Small Diverse Businesses made at the time of proposal submittal or contract negotiation shall, to the extent so provided in the commitment, be maintained throughout the term of the contract and through any renewal or extension of the contract. Any proposed change must be submitted to BSBO, which will make a recommendation to the Contracting Officer regarding a course of action.

If a contract is assigned to another contractor, the new contractor must maintain the Small Diverse Business participation of the original contract.

The selected contractor shall complete the Prime Contractor’s Quarterly Utilization Report (or similar type document containing the same information) and submit it to the contracting officer of the Issuing Office and BSBO within 10 workdays at the end of each quarter the contract is in force. This information will be used to determine the actual dollar amount paid to Small Diverse Business subcontractors and suppliers. Also, this information will serve as a record of fulfillment of the commitment the selected contractor made and for which it received Small Diverse Business participation points. If there was no activity during the quarter then the form must be completed by stating “No activity in this quarter.”

NOTE: EQUAL EMPLOYMENT OPPORTUNITY AND CONTRACT COMPLIANCE STATEMENTS REFERRING TO COMPANY EQUAL EMPLOYMENT OPPORTUNITY POLICIES OR PAST CONTRACT COMPLIANCE PRACTICES DO NOT CONSTITUTE

of 49 PROOF OF SMALL DIVERSE BUSINESS STATUS OR ENTITLE AN OFFEROR TO RECEIVE CREDIT FOR SMALL DIVERSE BUSINESS UTILIZATION.