INVITATION FOR BID

FOR

WORKSTATION COMPUTING DEVICES AND MONITORS

ISSUING OFFICE

OFFICE OF ADMINISTRATION, OFFICE FOR INFORMATION TECHNOLOGY PROCUREMENT

IFB NUMBER

6100031153

DATE OF ISSUANCE

10/24/2014

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INVITATION FOR BID

FOR

WORKSTATION COMPUTING DEVICES AND MONITORS

TABLE OF CONTENTS

CALENDAR OF EVENTS PAGE 3

PART I - GENERAL INFORMATION PAGE 4

PART II - SPECIFICATIONS PAGE 13

APPENDIX A, TERMS AND CONDITIONS

APPENDIX B, STATE OF MANUFACTURE

APPENDIX C, COST MATRIX

APPENDIX D, COSTARS PROGRAM ELECTION

APPENDIX E, LOBBYING CERTIFICATION FORM

APPENDIX F, SOFTWARE LICENSE AGREEMENT

APPENDIX G, DEDICATED CONTACTS

APPENDIX H, QUARTERLY REPORT TEMPLATE

APPENDIX I, MONTHLY REPORT TEMPLATE APPENDIX J, LEASE ACCEPTANCE CERTIFICATE

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CALENDAR OF EVENTS

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

Activity Responsibility DateDeadline to submit questions via email to Raymond A. Jaime, OA-OIT lead: RA-OITPurchases@state.pa.us with the subject line “IFB Question”

Bidders 10/10/2014

Answers to potential questions posted to the eMarketplace website (http://www.emarketplace.state.pa.us) no later than this date.

Issuing Office 10/17/2014

Please monitor the eMarketplace website for all communications regarding this IFB. Bidders On going

Bids must be received by the Issuing Office at:

PASupplierPortal website

(http://www.pasupplierportal.state.pa.us) no later than this date.

Bidders 10/24/201412:00 PM

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PART I

GENERAL INFORMATION

I-1. Purpose This Invitation for Bids (IFB) provides to those interested in submitting bids for the subject procurement (Bidders) sufficient information to enable them to prepare and submit bids for the Office of Administration, Office for Information Technology's consideration on behalf of the Commonwealth of Pennsylvania ("Commonwealth") to satisfy a need for workstation computing devices and monitors ("Project").

I-2. Issuing OfficeThe Office of Administration (Issuing Office) has issued this IFB on behalf of the Commonwealth. The sole point of contact in the Commonwealth for this IFB is Raymond A. Jaime (RA-OITPurchases@state.pa.us), 613 North St., Finance Building Rm. 506, Harrisburg, PA 17120, the Issuing Officer for this IFB. Please refer all inquiries to the Issuing Officer.

From the issue date of this IFB until the Issuing Office selects a bid for award, the Issuing Officer is the sole point of contact concerning this IFB. Any violation of this condition may be cause for the Issuing Office to reject the offending bidders bid. If the Issuing Office later discovers that the bidder has engaged in any violations of this condition, the Issuing Office may reject the offending bidders bid or rescind its contract award. Bidders must agree not to distribute any part of their bids beyond the Issuing Office. Any bidder who shares information contained in its bid with other Commonwealth personnel and/or competing bidder personnel may be disqualified.

I-3. Problem StatementThe Commonwealth intends to award multiple contracts for the purchase and lease of workstation computing devices and monitors to responsive and responsible Bidders who meet the requirements of this IFB. The Commonwealth is seeking Bidders that can provide competitive pricing on a variety of equipment, respond to purchase orders in a timely fashion and meet or exceed the service level agreements. Additional detail is provided in Part II of this IFB.

I-4. Pre-bid Conference“There will be no pre-bid conference for this IFB. If there are any questions, please forward them to the Issuing Officer in accordance with Part I-5.”

I-5. Questions and Answers If a Bidder has any questions regarding this IFB, the Bidder must submit the questions by email (with the subject line "“IFB 6100031153 Question”) to the email address specified in the Calendar of Events. If the Bidder has questions, they must be submitted via email no later than the date and time specified in the Calendar of Events. The Bidder shall not attempt to contact the Issuing Officer by any other means. The Issuing Officer will post the answers to the eMarketplace website. A Bidder who submits a question after the

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deadline date for receipt of questions indicated on the Calendar of Events assumes the risk that its bid will not be responsive or competitive because the Commonwealth is not able to respond before the bid receipt date or in sufficient time for the Bidder to prepare a responsive or competitive bid. 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 Bidder to specific provisions in the IFB.  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 will be provided to all Bidders through an addendum.

All questions and responses as posted on the eMarketplace website are considered as an addendum to, and part of, this IFB. Each Bidder shall be responsible to monitor the eMarketplace website for new or revised IFB 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 IFB 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-6. Addenda to IFB If the Issuing Office deems it necessary to revise any part of this IFB before the due date, the Issuing Office will post an addendum to the eMarketplace website. Answers to the questions asked during the questions and answer period will also be posted to the eMarketplace website as an addendum to the IFB.

I-7. Electronic Version of IFB This IFB is being made available by electronic means. The Bidder acknowledges and accepts full responsibility to insure that no changes are made to the IFB. In the event of a conflict between a version of the IFB in the Bidder's possession and the Issuing Office's version of the IFB, the Issuing Office's version shall govern.

I-8. Response Date A bidder’s electronic bid must be submitted via the PASupplierPortal website on or before the due date specified in the Calendar of Events. Any bid submitted to the Issuing Office in hardcopy format will be rejected.

I-9. Incurring CostsThe Issuing Office is not liable for any costs the Bidder incurs in preparation and submission of its bid, in participating in the IFB process or in anticipation of award of a purchase order.

I-10. Restriction of ContactFrom the issue date of this IFB until the Issuing Office selects a bid for award, the Issuing Officer is the sole point of contact concerning this IFB. Any violation of this condition may be cause for the Issuing Office to reject the offending bidders bid. If the Issuing Office later discovers that the bidder has engaged in any violations of this condition, the Issuing Office may reject the offending bidders bid or rescind its contract award. Bidders

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must agree not to distribute any part of their bids beyond the Issuing Office. Any bidder who shares information contained in its bid with other Commonwealth personnel and/or competing bidder personnel may be disqualified.

I-11. Prime Contractor Responsibilities The Awarded Bidder will be required to assume responsibility for all services offered in its bid whether it produces them itself or by subcontract. The Issuing Office and Project Manager will consider the Contractor to be the sole point of contact with regard to contractual and purchase order matters.

I-12. Bid Submission Bids must be submitted electronically via the PASupplier Portal website on or before the due date specified in the Calendar of Events. Any bid submitted to the Issuing Office in hardcopy format will be rejected. The following documentation must be completed and submitted with a bid.

Appendix B - State of Manufacture Appendix C - Cost Matrix Appendix D - Costars Program Election ( if applicable) Appendix E - Lobbying Certification Form Appendix F - Software License Agreement (if applicable) Appendix G - Dedicated Contacts

I-13. Bidder Eligibility To be eligible to submit a Bid, a Bidder must be an Original Equipment Manufacturer ( “OEM”) or an authorized Reseller of Equipment that appears within the Gartner Magic Quadrant for Global Enterprise Desktops, published November 21, 2013. Those manufacturers are as follows:

Acer Apple Dell Fujitsu HP Lenovo Panasonic Samsung Toshiba

Bidders must propose at least one (1) but no more than two (2) models per OEM that meets or exceeds the specifications in Appendix C Cost Matrix. Bidders may only propose one (1) OEM.

I-14. Discussions for ClarificationBidders may be required to make an oral or written clarification of their bid to the Issuing Office to ensure thorough mutual understanding and bidder responsiveness to the solicitation requirements. The Issuing Office will initiate requests for clarification.

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Clarifications may occur at any stage of the evaluation and selection process prior to issuance of a purchase order.

I-15. TermThe contracts resulting from this IFB will commence on the effective date, as defined in Appendix A – Terms and Conditions, and will end in two (2) years with three (3) one (1) year renewal options. The Commonwealth, in its sole discretion, may renew the contracts. Renewals may be for single or multiple year terms.

I-16. Terms and ConditionsThe requirements and terms and conditions of Appendix A – Terms and Conditions shall govern any contract(s) resulting from this IFB.

I-17. Method of AwardThis will be a multiple-award IFB. An award will be made to responsive and responsible Bidders ("Contractors") who meet the requirements specified in this IFB.

I-18. Information Technology BulletinsThis IFB 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 (OA-OIT).  ITP’s may be found at http://www.portal.state.pa.us/portal/server.pt?open=512&objID=416&PageID=210791&mode=2All bids must be submitted on the basis that all ITPs are applicable to this procurement.   It is the responsibility of the Bidder to read and be familiar with the ITPs.  Notwithstanding the foregoing, if the Bidder believes that any ITP is not applicable to this procurement, it must list all such ITPs in its bid, 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 Bidder’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.

I-19. Costars Program ClauseCOSTARS 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. 

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  1.   A “local public procurement unit” is:

Any political subdivision (local government unit), such as a municipality, school district, or commission;

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);

Any tax-exempt, nonprofit educational institution or organization; Any tax-exempt, nonprofit public health institution or organization; Any nonprofit fire, rescue, or ambulance company; and 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).

The Department reserves the right to review and determine eligible applicants as Local Public Procurement Units on a case-by-case basis.

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

The Pennsylvania Turnpike Commission; The Pennsylvania Housing Finance Agency; The Pennsylvania Municipal Retirement System; The Pennsylvania Infrastructure Investment Authority; The State Public School Building Authority; The Pennsylvania Higher Education Facilities Authority, and The State System of Higher Education.

The COSTARS Program is not available for use by Executive Agencies and Independent Agencies as defined by the Commonwealth Procurement Code, or any agency or entity using funds appropriated to the Department of General Services through Capital Budget Project Itemization legislation for the procurement of furniture, fixtures, and equipment.

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.costars.state.pa.us/SearchCOMember.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 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.

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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

Self-Certified Small Business Bidder $500

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 Self-Certified Small Business, a copy of its active Small Business Procurement Initiative (SBPI) certificate must be included with the bid submittal.

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 Self-Certified Small Business, a copy of its active SBPI certificate must be included with the Administrative Fee for each contract year and upon each renewal.

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 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.

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.

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

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.

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

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.

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

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.

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.

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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.

1. The Contractor shall submit the reports via the web-based COSTARS Suppliers’ Gateway at www.costars .state.pa.us . 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.

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.

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.costars .state.pa.us.

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 www.costars .state.pa.us , 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.

  2. Direct all questions concerning the COSTARS Program to:

Department of General ServicesCOSTARS Program555 Walnut Street, 6th FloorHarrisburg, PA  17101Telephone: 1-866-768-7827E-mail GS-PACostars@state.pa.us 

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I-20. Bidding Reference Material:Bidding Process Reference GuideSupplier Response to a Solicitation - BrochureAttaching Follow-On Documents to your BidBidding Frequently Asked Questions (FAQ's)

PART II

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SPECIFICATIONS

II-1. Equipment Requirements

Models proposed must meet or exceed all mandatory device specifications set out in Appendix C - Cost Matrix.

In addition to meeting or exceeding the device specifications, the following product and service requirements must be met:

1. All devices offered by the Bidder must be new. A “new” item is one, which will be used first by the Commonwealth after it is manufactured or produced. Used, remanufactured or reconditioned items are not acceptable. This clause shall not be construed to prohibit Bidders from offering goods, supplies, equipment materials, or printing with recycled content, provided the item is new.

2. The Contractor must be able to identify, if requested by the Commonwealth, any equipment being offered that may be used or adapted for use by visually, hearing, or other physically impaired individuals in accordance with the Americans with Disabilities Act.

II-2. Optional Features

Features that are listed as optional in Appendix C - Cost Matrix must not be included in base unit price, unless the unit is unavailable without the feature. Bidders must provide the price to add each optional feature to the base unit.

II-3. Substitution

If during the term of the contract new equipment becomes available, the Contractor may, with the written approval of the Office of Administration, Office of Information Technology, substitute a new model if it offers features, technologies, or standards that are equal to or greater than the original model. The cost of any new equipment must be less than or equal to the model it is replacing. Substitutions may only be made on a semiannual basis, from June 20 to June 30, and from December 21 to December 31.

II-4. Manufacturer Authorization Letter

If a Bidder is submitting as an Authorized Reseller, it must submit a Manufacturer Authorization Letter which clearly states the Bidder is authorized to provide the OEM’s equipment to the Commonwealth for this IFB. The Manufacturer Authorization Letter must reference Commonwealth IFB 6100031153 for Workstation Computing Devices and Monitors. A Bidder must submit a Manufacturer Authorization Letter for each OEM which the Bidder is proposing, unless the Bidder is the OEM.

II-5. Contractor Cooperation

Bidders awarded a contract through this IFB must cooperate and work with Commonwealth staff and its contractors.

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II-6. Dedicated Contacts

Bidders must identify the following dedicated contacts within Appendix G – Dedicated Contacts

1. Account Manager: The account manager must be main point of contact for all requests, and will be responsible for the coordination of all orders and the resolution of any sales issues.

2. Service Manager: must be main point of contact for the resolution of any service issues that are escalated from the service desk.

Service Desk Number: must be a toll free dedicated number for Commonwealth warranty and service calls

3. OEM Contact: (only required if the Bidder is not the OEM) Bidders must arrange support from this contact for the resolution of any issues that require OEM intervention.

II-7. Customer Satisfaction

The Contractor must initiate customer satisfaction surveys. The Commonwealth will determine the format and delivery mode of the survey.

II-8. Electrical Requirements

All machines must be UL approved. Any special voltage needed beyond the standard 110v must be indicated. The Commonwealth will furnish suitable electrical current to operate the equipment.

II-9. Licensed Operating System

Contractors must provide the operating system specified by the Commonwealth (currently, Genuine Windows® 7 Professional SP1, 64 bit, no media) for each workstation computing device. All drivers and system utilities must be the latest shipping version for the proposed system and all of its proposed components, including the system BIOS. Contractors must maintain uniformity of all hardware and software throughout each configuration. The Commonwealth must receive advanced notice of any component change that impacts the Image. Any variations must be identified in writing and approved in writing by the Commonwealth.

II-10. Software

Contractors may not sell any equipment that requires commercially available software for its use through this Contract unless and until the Commonwealth has entered into a software license agreement with such software licensor. Contractors must inform any such software licensor that it must enter into a software license agreement with the Commonwealth that incorporates Appendix F - Software License Requirements as a material part of the licensor’s software license agreement.

II-11. Order Requirements

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1. Order Acceptance:

a. The Contractor must be capable of accepting orders via the Commonwealth’s purchasing credit card (Pcard) in addition to SRM purchase orders; the Commonwealth’s standard order type.

b. The Contractor, within five (5) business days after receiving an order, must notify the Commonwealth of any potential delivery delays. Evidence of inability or intentional delays will be cause for the cancellation or suspension of a contract.

2. Order Shipment:

a. The Contractor must securely and properly package the equipment for shipment, storage and stocking in appropriate, clearly labeled, shipping containers and according to accepted commercial practice, without extra charge for packing materials, cases, or other types of containers. All containers and packaging will become and remain property of the Commonwealth.

b. All orders must include a packaging slip which includes, at a minimum: Commonwealth agency, requestors name, order quantity and SRM purchase order number.

c. Partial shipments may be requested by any Commonwealth agency. If not requested, partial shipments are acceptable only if authorized by the Commonwealth agency that ordered the equipment.

d. The Contractor must ensure all incorrect shipments are corrected within ten (10) business days. The business days of the Commonwealth are as follows; 7:30 to 5:00pm, Monday through Friday, excluding state holidays.

3. Order Delivery:

a. All orders for equipment must be delivered to the inside location specified by the Commonwealth within fifteen (15) business days or on the date agreed upon by both the Commonwealth and the Contractor. Calculation of delivery time does not include the day that the purchase order is issued, but does include the day of delivery. When a specific delivery date is agreed upon for a full delivery or partial delivery, delivery must occur on the requested date. The Contractor retains ownership of all equipment until the delivery is accepted. The Contractor must store all equipment in its own facilities until the agreed upon delivery date.

b. The Contractor will be responsible for filing, processing, and collecting all damage claims. To assist the Contractor with damage claims, the Commonwealth will: record any evidence of visible damage on all copies of the delivering carrier’s Bill of Lading; report damages to the carrier and the Contractor; and provide the Contractor with a copy of the carrier’s Bill of Lading and damage inspection report.

II-12. Warranty Service

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Bidders must identify any subcontractors that will be used to perform these services.

1. Warranty Service.

All devices must be covered by a four (4) year (48 month) warranty, including on-site service with twelve (12) business hour fix. The Contractor is responsible for full repair of equipment during the warranty at no cost to the Commonwealth.

2. Service and Support Delivery.

During normal business hours of the Commonwealth, 7:30am to 5:00pm, Monday through Friday, excluding state holidays, the Contractor must have service technicians and the support infrastructure available to provide warranty service that meets the service level agreement specified within Section II-17. Warranty service will be requested only when determined appropriate by agency help desks.

The Contractor must support warranty service through the internet and a dedicated toll-free contact number.

All calls must be answered and placed in queue within two rings. Calls must not receive a busy signal.

All calls must be taken from the queue within 90 seconds.

The Contractor must have an automated tracking system to track warranty service requests. This system must allow the Commonwealth to query the system online at any time to obtain the detailed reports of warranty service and technical support status

The Contractor must have a documented escalation process that the Commonwealth accesses through the contact identified in Appendix G – Dedicated Contacts.

The Contractor may provide warranty service any time outside of normal business hours if agreed upon by both the Commonwealth and the Contractor.

II-13. Disk Wipe Service

Contractors must allow the following disposition of hard drives that are defective or at the end-of-lease at the discretion of each Agency with no additional cost to the Commonwealth:

1. The Commonwealth may keep the defective or leased hard drive.

2. Contractors must cleanse the hard drive as detailed in Commonwealth ITB SEC015.

II-14. Literature

Upon request, the Contractor must furnish literature, in hardcopy and/or softcopy format, to the Commonwealth for the equipment being offered, for example, instruction manuals,

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operating manuals, price schedules, catalogs, or descriptive brochures for all equipment that can be purchased through contracts resulting from this IFB.

II-15. Optional Services

Bidders must provide individual pricing for the optional services for equipment obtained through contracts resulting from this IFB. It will be at the Commonwealth’s discretion to purchase the optional services on a per order basis. Optional services may be purchased individually or as a bundle, according to the needs of the agency. Optional services include:

Installation Asset tagging Image deployment Data Transfer Preparation for relocation, transportation to DGS warehouse or lease return Relocation Transport to DGS warehouse or lease return Image development

Bidders must also provide pricing for optional disk wipe services for equipment that was not obtained through contracts resulting from this IFB. Separate pricing must be provided for on premise and off-premise disk wipe.

1. Installation

The Contractor must:

a. Assign a project manager to every installation.

b. Work with agency to develop a schedule to deliver equipment at the employees’ desks.

c.Provide status reports of installations completed, installations outstanding, and issues.

d. Unpack equipment.

e. Set up and connect keyboard, monitor(s), mouse, Ethernet cable, power and external devices to computer.

f. Power on the System.

g. If pre-imaged system, verify that the system comes up to the login screen and run agency-provided restore script(s) after login.

h. If non-imaged system, verify that OS boots.

i. If requested by the Commonwealth, remove all packing materials and boxes from the site within one week after the installation has been completed.

2. Asset Tagging

a. The Contractor must affix an Identification Tag Number and Commonwealth Agency inventory asset tag to all new devices procured.

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b. The Identification Tag Number must be readable from WMI (Windows Management Instrumentation), if applicable.

c. Each Identification Tag must be located such that it is easily accessible and readable by the user. Identification Numbers will be used as a reference for Help Desk calls.

d. Identification numbers, serial numbers, Commonwealth Agency inventory asset tag numbers, and associated equipment identification information must be provided to the Commonwealth Agency in an electronic format, which can be incorporated into existing Equipment Databases. The Commonwealth Agency will provide database formats to be used by the Contractor.

e. The Contractor must provide the Identification numbers, serial numbers, Commonwealth Agency inventory asset tag numbers, and associated equipment identification information for all installations at a site when requested by the Commonwealth.

3. Image Deployment

a. The Contractor must deploy the image specified by the purchasing agency on each computing device.

b. Each image must include an Operating System (Genuine Windows® 7 Professional SP1, 64 bit, no media, the license of which will be provided by the Contractor, as described in Section II-9.

c. If an Agency requires custom images, the Contractor must accept and store the images provided by the Commonwealth.

d. The Contractor must certify the custom images for use with the proposed hardware.

4. Data Transfer

a. The Contractor may transfer data using the CWOPA network, a crossover cable, or an external hard drive that is property of the Commonwealth.

b. The Contractor must backup one directory tree of no more than 10 GB.

c. The Contractor must also copy all local outlook folders.

d. The Contractor must copy this data onto the new system which has already been imaged.

e. The Contractor must copy all local outlook folders.

f. The Contractor must disconnect all systems.

g. The Contractor must not retain any data associated with the data transfer.

5. Preparation for relocation, transportation to DGS warehouse or lease return

a. The Contractor must deinstall and pack the device at the employees' desks.

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6. Transport to DGS warehouse

a. The Contractor must deliver the packed Workstations to the DGS warehouse located at:

DGS Warehouse

2221 Forster St.

Harrisburg, PA 17125

7. Relocation

a. The Contractor must provide relocation of devices with three optional service levels:

within the same building within a twenty-five (25) mile radius. beyond a twenty-five (25) mile radius.

b. The Contractor must unpack and reinstall the workstations at the new designated desk. Damages resulting from the transfer of a machine during relocation are not the responsibility of the Commonwealth.

8. Image Development

a. The Contractor must create and maintain the Commonwealth Agencies’ custom images that will be used on computing devices. Each agency will have its own image requirements and many agencies will have more than one image to create and maintain.

b. The awarded bidder must certify the custom images for use with the proposed hardware.

9. On-premise Disk Wipe

a. The Contractor must arrive at the Commonwealth-designated location at the time scheduled with the agency.

b. The Contractor must cleanse the hard drive in the equipment as detailed in Commonwealth ITB SEC015 at its current location and provide proof of the disk wipe to the agency.

10. Off-premise Disk Wipe

a. The Contractor must uninstall, pack, and pick up the equipment from the agency at the time scheduled with the agency.

b. The Contractor must cleanse the hard drive as detailed in Commonwealth ITB SEC015 at its current location and provide proof of the disk wipe to the agency.

c. The Contractor must return the equipment at the time and location specified by the agency.

II-16. Reporting

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1. Monthly Reports: The Contractor must provide monthly reports to each using Commonwealth agency and a consolidated monthly report to the Office of Administration, Office of Information Technology, Bureau of IT Procurement. The Contractor must utilize Appendix I – Monthly Report Template. A monthly report must consist of, and include at a minimum:

a. Ordering and delivery report of equipment purchases which includes, at a minimum: Agency Information, Equipment Information, Order Information, Shipment and Delivery Information and Invoice Information.

b. Problem and response report which includes, at a minimum: Agency Information, Equipment Information and Problem/Response Information.

c. Service level report which includes, at a minimum: Agency Information., Delivery SLA computation, Incorrect Shipment Correction SLA computation and Fix-time SLA computation.

d. Outstanding issues report which includes, at a minimum: Requestor Information and Outstanding Issue Summary.

The monthly reports must include all activity by the Commonwealth, as well as for any external procurement activity and COSTARS members.

The Contractor must provide monthly reports to the Commonwealth no later than ten (10) business days after the end of the month.

2. Quarterly Reports: The Contractor must provide quarterly reports to the Office of Administration, Office of Information Technology, Bureau of IT Procurement.

The quarterly customer satisfaction report must be delivered in the format approved separately by the Commonwealth which includes, at a minimum: performance of the Contractor in the areas of: quality assurance, accuracy of orders shipped, professionalism, flexibility, competence, timeliness of delivery and response to questions.

The Contractor must utilize Appendix H – Quarterly Report Template for the remainder of the quarterly report, which will consist of, and include at a minimum:

a. Sales summary report which includes, at a minimum: Agency Information, Equipment Information and Order Information.

b. Service level summary report which includes, at a minimum: Agency Information, Delivery actual service level, Incorrect Shipment Correction actual service level, Fix-time actual service level, Monthly report delivery actual service level and Quarterly report delivery actual service level.

c.Outstanding issues summary report which includes, at a minimum: Agency Information and Outstanding Issue Summary.

The Contractor must provide quarterly reports to the Commonwealth no later than fifteen (15) business days after the end of a quarter. A quarter is defined by the Commonwealth as follows:

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Quarter 1: January through March Quarter 2: April through June Quarter 3: July through September Quarter 4: October through December

3. Additional Reports: Additional reports may be added or removed by the Commonwealth at any time.

II-17. Service Level Agreements (“SLAs”) / Liquidated Damages (“LDs”)

The following SLAs and LDs apply to the contractor’s performance with each agency.

Requirement Service Level Agreements Liquidated Damages

Delivery of equipment. Within fifteen (15) business days.

5% of the cost of the order.

Incorrect shipment to the Commonwealth.

Corrected within ten (10) business days.

5% of the cost of the order.

All calls must be answered and placed in queue within two rings. Calls must not receive a busy signal.

All calls must be taken from the queue within 90 seconds. Calls must not be put on hold to respond to other calls.

100% of calls must be answered or put into a queue within two rings. 100% of calls must not receive a busy signal. 95% of calls must be taken from queue within 90 seconds. 95% of calls must not be put on hold to respond to other calls.

If the Contractor fails to meet the SLA for two (2) consecutive months, or for a total of three (3) non-consecutive months within a calendar year, the Contractor will be ineligible to receive orders from any agency in the Commonwealth for six (6) months.

Fix-time (Measured from the time the Commonwealth makes a service call to the Contractor, to the time the equipment is returned to full and complete working order during the original warranty period).

Resolve at least 95% of the service calls made by each agency, each month, in a fix-time of no more than twelve (12) business hours from the time the trouble ticket was submitted.

If the Contractor fails to meet the SLA for two (2) consecutive months, or for a total of three (3) non-consecutive months within a calendar year, the Contractor will be ineligible to receive orders from any agency in the Commonwealth for six (6) months.

The Contractor must provide the Commonwealth with quarterly reports detailing equipment purchasing activity, performance and customer satisfaction.

The reports must be provided to the Commonwealth no later than fifteen (15) business days after the end of the quarter.

If the Contractor fails to meet the SLA for two (2) quarters within a calendar year, the Contractor will be ineligible to receive orders from any agency in the Commonwealth for six

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(6) months.

The Contractor must provide the Commonwealth with monthly reports detailing delivery metrics, response/fix-time metrics, and the status of outstanding issues.

The reports must be provided to the Commonwealth no later than ten (10) business days after the end of the month.

If the Contractor fails to meet the SLA for two (2) consecutive months or three (3) months within a calendar year, the Contractor will be ineligible to receive orders from any agency in the Commonwealth for six (6) months.

The Contractor must reimburse the Commonwealth within 45 days of the missed SLA. The Contractor must pay the LDs by deducting the amount from invoices submitted under this Contract or by sending a check addressed to the Commonwealth of Pennsylvania for the amount of the LDs. All checks must be sent to the following address:

Office of Comptroller Operations Revenue & Cash Management555 Walnut St., 9th FloorHarrisburg PA 17101-1925

The Contractor must attach, along with its check, a breakdown of the reimbursement which includes, at a minimum: Commonwealth agency, SRM purchase order number and reimbursement amount.

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