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Statement of Work Digital Display Network (DDN)

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Statement of Work Digital Display Network (DDN) Solicitation No. - N° de l'invitation Amd. No. - N° de la modif. Buyer ID - Id de l'acheteur G9441-130003/A 003 598EJ Client Ref. No. - N° de réf. du client File No. - N° du dossier CCC No./N° CCC - FMS No./N° VME G9441-13-0003 598EJ.G9441-130003 Annex A - Statement of Work Digital Display Network (DDN) Revised August 27th, 2014 - 1 - Solicitation No. - N° de l'invitation Amd. No. - N° de la modif. Buyer ID - Id de l'acheteur G9441-130003/A 003 598EJ Client Ref. No. - N° de réf. du client File No. - N° du dossier CCC No./N° CCC - FMS No./N° VME G9441-13-0003 598EJ.G9441-130003 Table of Contents Section 1- Introduction .................................................................................................................... - 3 - 1.1 Digital Display Network Services ......................................................................................... - 3 - 1.2 Division of document into Sections ..................................................................................... - 3 - Section 2 - Operational Requirements ............................................................................................ - 4 - 2.1 General ................................................................................................................................ - 4 - 2.2 Client Support ...................................................................................................................... - 4 - 2.2.1 Help Desk ........................................................................................................................ - 4 - 2.2.2 Engineering Assistance ................................................................................................... - 4 - 2.3 Problem Management ......................................................................................................... - 5 - 2.3.1 General ............................................................................................................................ - 5 - 2.3.2 Problem Severity ............................................................................................................. - 5 - 2.3.3 Escalation Procedures ..................................................................................................... - 6 - 2.4 Reporting and Billing ........................................................................................................... - 6 - 2.4.1 Monthly Service Reports ................................................................................................. - 6 - 2.4.2 Inventory Reports ............................................................................................................ - 6 - 2.4.3 Billing and Invoices .......................................................................................................... - 6 - 2.4.4 Secure Web Portal Access .............................................................................................. - 7 - 2.4.5 Site Visits ......................................................................................................................... - 7 - 2.4.6 Work location ................................................................................................................... - 7 - Section 3 - Digital Display Network (DDN) Services ....................................................................... - 7 - 3.2 Wireless Cellular Data Services .......................................................................................... - 7 - 3.3 Software as Services (SaaS) ............................................................................................... - 8 - 3.4 Display ................................................................................................................................. - 8 - 3.5 Digital Signage Media Player .............................................................................................. - 8 - 3.6 Digital Signage Infrastructure ............................................................................................ - 10 - 3.7 Commercial Grade Display Stand / Wall Mount / Ceiling Mount ....................................... - 10 - 3.8 Maintenance and Support Services for New Equipment ................................................... - 10 - 3.9 On-site Support for off-warranty Equipment ............................ Error! Bookmark not defined. 3.10 Warranty ............................................................................................................................ - 11 - Section 4 - Professional Services ................................................................................................. - 11 - 4.1 Content Management ........................................................................................................ - 11 - 4.2 Content Development ........................................................................................................ - 12 - 4.3 Monitoring Services ........................................................................................................... - 13 - 4.4 Integration Services ........................................................................................................... - 13 - 4.5 Installation .......................................................................................................................... - 14 - 4.6 Relocations and Changes ................................................................................................. - 14 - Section 5 – Training Services ....................................................................................................... - 14 - Section 6 - List of Service Canada locations equipped with DDN Screens .................................. - 16 - Section 7- List of Potential Additional Locations: Service Canada Passport services centres .... - 28 - Section 8- Glossary and Definitions .............................................................................................. - 31 - - 2 - Solicitation No. - N° de l'invitation Amd. No. - N° de la modif. Buyer ID - Id de l'acheteur G9441-130003/A 003 598EJ Client Ref. No. - N° de réf. du client File No. - N° du dossier CCC No./N° CCC - FMS No./N° VME G9441-13-0003 598EJ.G9441-130003 Section 1- Introduction 1.1 Digital Display Network Services Service Canada (SC) operates a digital signage network of 182 screens, referred to as the Digital Display Network (DDN). The screens are located in Service Canada Centres (SCC’s) located across Canada and in corporate offices in the Ottawa/Gatineau region. The majority of DDN screens are located in public-facing waiting areas. Information is posted on each screen through a centrally managed content service using a secure wireless cellular network. SC has a requirement for the provision, operation, maintenance and support of their Digital Display Network (DDN) which includes: Content Management; Maintenance and support of the centrally-managed national digital signage network of SC’s DDN; Support changes and upgrades to the DDN, such as (but not limited to): performance evaluation; expansion of the network; relocation of equipment, and; the replacement of equipment on an as-needed basis. Professional and Training Services on an as-needed basis. Purchase of Hardware and Licensed Software; and Installation Services on an as-needed basis. 1.2 Division of document into Sections This Statement of Work is divided into the following eight Sections: Section 1 – Introduction; Section 2 – Operational Requirements; Section 3 – Digital Display Network Services; Section 4 – Professional Requirements; Section 5 – Training Services; Section 6 – List of Current Locations equipped with DDN screens; Section 7 – List of Potential Additional Locations Section 8 – Glossary and Definitions - 3 - Solicitation No. - N° de l'invitation Amd. No. - N° de la modif. Buyer ID - Id de l'acheteur G9441-130003/A 003 598EJ Client Ref. No. - N° de réf. du client File No. - N° du dossier CCC No./N° CCC - FMS No./N° VME G9441-13-0003 598EJ.G9441-130003 Section 2 - Operational Requirements 2.1 General 2.1.1 The Contractor must provide the operational services defined in Section 2 on an on-going basis in support of the services delivered on an as-and-when requested basis in Sections 3 and 4. 2.1.2 The Contractor must ensure that all verbal, written and electronic communications provided directly to Service Canada (e.g. user support, recorded greetings and prompts, email, voice mail, support and training documentation, reports, user interface/applications are available in both official languages of Canada (English and French) offering Users the choice of either language depending on their individual preference. 2.1.3 The Contractor must designate a representative who will serve as the primary point of contact for both operational and technical matters. 2.2 Client Support 2.2.1 Help Desk 2.2.1.1 The Contractor must provide Users with technical support through a help desk. The Help Desk must be available Monday to Friday from 7:00 am to 7:00 pm Eastern time. 2.2.1.2 The Help Desk must have a dedicated email account and one toll-free number for access by Service Canada from any location in Canada. 2.2.1.3 The Help Desk support representatives must respond to User questions and to the extent possible, resolve problems and provide advice regarding issues relating to the DDN. 2.2.1.4 The Help Desk support must respond to 90% of User requests within a 30 minute window and provide follow-up support (if needed) within 12 hours of initial contact. 2.2.1.5 The Help Desk representative(s)
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