**PLEASE SEE "HELPFUL HINTS" FROM GSA'S 7 STEPS TEAM AT END OF
DOCUMENT**

Statement of Work

for

Social Security Administration

Nationwide LAN Maintenance and Relocation Services

1.0 [Scope.]{.underline}

1.1 [Objective.]{.underline} The objective of this performance-based
contract is to obtain the contractor's services to maintain and relocate
Government-owned Token Ring and Ethernet local area networks (LAN) and
associated peripheral equipment. This equipment is located in Social
Security Administration (SSA) and Disability Determination Service
offices throughout the United States, including its territorial
possessions.

1.2 [Background.]{.underline} The Social Security Administration has
approximately 2,300 local area networks containing approximately 49,000
components located in the 10 SSA regions throughout the United States.
These regions include the District of Columbia, Hawaii, Alaska, Puerto
Rico, Guam, America Samoa, the Virgin Islands, and the Mariana Islands.
Historically, there have been approximately 5,000 maintenance service
calls and 140 relocations under the current contract in a 12 month
period. Most relocations are within a 50 mile radius.

2.0 [Definitions and References.]{.underline}

2.1 [Definitions.]{.underline}

*Critical equipment* means (a) any equipment that effects the operation
of a LAN and (b) any equipment that has been designated critical
equipment by SSA at the time of the service call. The following
equipment is usually designated as critical equipment:

-   control access units,

-   lobe attachment modules,

-   repeaters,

-   LAN laser printers,

-   form printers,

-   print servers,

-   network servers,

-   file servers,

-   database servers,

-   CD ROM towers,

-   routers,

-   switches,

-   bridges (local and remote),

-   cable (break/loss connectivity),

-   server tape backup units,

-   server uninterruptible power supply, and

-   server network interface cards.

*Non-critical equipment* means any equipment that is not designated
critical equipment.

*Normal business hours* are the hours of 8:00 a.m. to 5:00 p.m., local
time.

*Successful completion* and *successfully completed* mean that equipment
and software has been restored to full operation.

2.2 [References.]{.underline}

> SSA Electronic and Information Technology (EIT) Accessibility
> Requirements http:/www.ssa.gov/oag/\_acquisition.htm

3.0 [Tasks.]{.underline} The Contractor shall perform the following
tasks:

3.1 Repair or replace equipment upon receipt of a service call from the
SSA Remote Operations Control Center (ROCC). Do this work during normal
business hours unless otherwise directed by the ROCC.

3.2 Relocate equipment as directed in a relocation order issued by the
SSA Project Officer.

3.3 [Indefinite-Delivery-Indefinite-Quantity Task Orders.]{.underline}
Render additional services as specified in task orders issued in
accordance with the Indefinite-Quantity and Ordering clauses of this
contract. The scope of these additional services includes repairs and
modifications to local area networks, component installation, network
analyses, and providing advice about network usage.

4.0 [Reports.]{.underline} The Contractor shall prepare the following
reports and submit them as specified.

4.1. [Service Incident Report.]{.underline} Prepare a Service Incident
Report immediately upon the completion of each maintenance service
operation. Sign the report and obtain the signature of the person who
requested the maintenance service to indicate that the work was
completed satisfactorily. Leave a copy of the report with the person who
requested the maintenance service. Each Service Incident Report shall
contain the following information:

## data and time the service request was received,

-   date and time of Contractor's arrival at the service site,

```{=html}
<!-- -->
```
-   location of the equipment serviced,

-   manufacturer, type, model and serial number(s) of each piece of
    equipment that was serviced or replaced,

-   time spent performing the service,

```{=html}
<!-- -->
```
-   description of the cause of the malfunction,

```{=html}
<!-- -->
```
-   description of any part(s) or components that were replaced,

-   description of any repairs performed on parts or components that
    were not replaced,

```{=html}
<!-- -->
```
-   description of the cause of the malfunction, and

```{=html}
<!-- -->
```
-   the date and time that service was successfully completed.

4.2 [Replaced Equipment Report.]{.underline}

Report all equipment replacements in each calendar month. Prepare the
report using Microsoft Access®. Deliver one electronic (email or
3.5-inch floppy disk) copy of the report to the SSA Project Officer not
later than 45 calendar days after the last day of each month. The report
shall contain the following information for (a) each item of equipment
that was replaced and (b) each item of replacement equipment:

-   manufacturer,

```{=html}
<!-- -->
```
-   type,

```{=html}
<!-- -->
```
-   model,

```{=html}
<!-- -->
```
-   serial number,

```{=html}
<!-- -->
```
-   description of equipment, and

```{=html}
<!-- -->
```
-   location at which the equipment was installed (street address, city,
    state, zip code).

4.3 [Maintenance Summary Report.]{.underline}

Report all maintenance service calls received in each calendar month
summarized by device descriptions. Prepare the report using Microsoft
Excel ®. Deliver one electronic (email or 3.5-inch floppy disk) copy of
the report to the SSA Project Officer not later than 45 calendar days
after the last day of each month. The report shall contain the following
information for (a) each component repaired and (b) each no trouble
found call received:

-   Description,

-   Size of component,

-   Quantity

# 5.0 [Performance Requirements Summary.]{.underline} This table specifies the standard for satisfactory performance of the tasks specified in this statement of work.

+----------------------------+-----------------------------------------+
| **Task**                   | **Performance Standard**                |
+----------------------------+-----------------------------------------+
| 3.1 Repair or replace      | 1.  Ninety-five (95) percent of repairs |
| equipment.                 |     and replacements of noncritical     |
|                            |     equipment are successfully          |
|                            |     completed no later than 5:00 p.m.   |
|                            |     local time on the business day      |
|                            |     following the date of receipt of    |
|                            |     the maintenance service call.       |
|                            |                                         |
|                            | 2.  Ninety-five (95) percent of repairs |
|                            |     and replacements of critical        |
|                            |     equipment are successfully          |
|                            |     completed within 6 hours after the  |
|                            |     receipt of the maintenance service  |
|                            |     call.                               |
|                            |                                         |
|                            | 3.  All replacement equipment conforms  |
|                            |     to SSA's 508 Electronic and         |
|                            |     Information Technology              |
|                            |     Accessibility Requirements.         |
|                            |                                         |
|                            | 4.  All replacement equipment performs  |
|                            |     the same functions and performs     |
|                            |     them at the same level as the       |
|                            |     equipment that it replaced.         |
+----------------------------+-----------------------------------------+
| 3.2 Relocation of          | 1.  All relocations are completed in    |
| Equipment                  |     strict compliance with relocation   |
|                            |     orders.                             |
|                            |                                         |
|                            | 2.  All packing material used in the    |
|                            |     relocation is removed from the      |
|                            |     Government's premises.              |
|                            |                                         |
|                            | 3.  All installations comply with state |
|                            |     and local building and electrical   |
|                            |     codes.                              |
|                            |                                         |
|                            | 4.  All installations comply with state |
|                            |     seismic regulations.                |
|                            |                                         |
|                            | 5.  No equipment is damaged during the  |
|                            |     relocation.                         |
+----------------------------+-----------------------------------------+
| 4.0 Reports                | All reports are provide the specified   |
|                            | information, and are understandable,    |
|                            | legible, and timely.                    |
+----------------------------+-----------------------------------------+

Inspections will be based on the standards in the Performance
Requirements Summary in the contract Statement of Work.

+---+------------+----------+-------------+-------------+------------+
| * | **What     | **Who    | **When it   | **Where it  | **How it   |
| * | will be    | will     | will be     | will be     | will be    |
| T | i          | inspect  | inspected** | inspected** | i          |
| a | nspected** | it**     |             |             | nspected** |
| s |            |          |             |             |            |
| k |            |          |             |             |            |
| * |            |          |             |             |            |
| * |            |          |             |             |            |
+---+------------+----------+-------------+-------------+------------+
| 3 | Replaced   | End User | At time of  | At the      | Personal   |
| . | component  | or SLC   | completed   | location of | ob         |
| 1 |            |          | replacement | the         | servation. |
|   |            |          |             | r           | By testing |
|   |            |          |             | eplacement. | the        |
|   |            |          |             |             | replaced   |
|   |            |          |             |             | component. |
+---+------------+----------+-------------+-------------+------------+
| 3 | Repaired   | End User | At the time | At the      | Personal   |
| . | component  | or SLC   | of the      | location of | ob         |
| 1 |            |          | completed   | the repair. | servation. |
|   |            |          | repair.     |             |            |
+---+------------+----------+-------------+-------------+------------+
| 3 | Incident   | End user | At the time | At the end  | Personal   |
| . | Report     | , SLC    | of          | users or    | and/or     |
| 1 |            | and/or   | completed   | SLC         | electronic |
|   |            | Project  | repair.     | location or | ob         |
|   |            | Officer  |             | the Project | servation. |
|   |            |          | Random      | Officers    |            |
|   |            |          | inspection  | office.     |            |
|   |            |          | and/or.     |             |            |
|   |            |          |             |             |            |
|   |            |          | in the      |             |            |
|   |            |          | dispute of  |             |            |
|   |            |          | a service   |             |            |
|   |            |          | call.       |             |            |
+---+------------+----------+-------------+-------------+------------+
| 3 | Return to  | Project  | End of each | Project     | Personal   |
| . | Service    | Officer  | month       | Officer     | ob         |
| 1 | Compliance |          | and/or      | location    | servation. |
|   |            |          | randomly    |             |            |
+---+------------+----------+-------------+-------------+------------+
| 3 | Relocation | SLC      | During the  | At the      | Personal   |
| . | Activities | and/or   | dei         | dei         | ob         |
| 2 |            | Project  | nstallation | nstallation | servation. |
|   | Dein       | Officer  | process.    | site.       |            |
|   | stallation |          |             |             |            |
|   | of         |          |             |             |            |
|   | equipment  |          |             |             |            |
+---+------------+----------+-------------+-------------+------------+
| 3 | Packing of | SLC      | Prior to    | At the      | Visual     |
| . | equipment  | and/or   | moving or   | shipping    | i          |
| 2 |            | Project  | shipment.   | and         | nspection. |
|   |            | Officer  |             | receiving   |            |
|   |            |          |             | site.       |            |
+---+------------+----------+-------------+-------------+------------+
| 3 | Rein       | SLC      | Following   | At          | SLC        |
| . | stallation | and/or   | rei         | relocation  | performs   |
| 2 | of         | Project  | nstallation | site        | LAN and    |
|   | equipment  | Officer  |             |             | co         |
|   |            |          |             |             | nnectivity |
|   |            |          |             |             | testing    |
+---+------------+----------+-------------+-------------+------------+
| 3 | Relocation | SLC      | Upon        | At          | Visual     |
| . | site and   |          | completion  | relocation  | inspection |
| 2 | equipment  |          | of          | site        | of         |
|   |            |          | relocation  |             | relocation |
|   |            |          | i           |             | site and   |
|   |            |          | nstallation |             | property   |
+---+------------+----------+-------------+-------------+------------+
| 4 | Contractor | Project  | Monthly     | Project     | Visually   |
| . | Supplied   | Officer  |             | Officer     |            |
| 0 | Reports    |          |             | location    |            |
+---+------------+----------+-------------+-------------+------------+

References:

1\. Contract clause: FAR 52.246-4, Inspection of Services―Fixed.-Price
(Aug 1996)

2\. Statement of Work for Nationwide LAN Maintenance and Relocation
Services

**HELPFUL HINTS FROM THE SEVEN STEPS TEAM:**

Social Security\'s LAN maintenance is a fairly basic
maintenance/replacement contract.  The Performance Requirements Summary
includes the performance standards, and must be looked at in conjunction
with the QASP.  However, some of the standards are subjective. For
example, "All replacement equipment performs the same function and
performs them at the same level as the equipment that it replaced." What
is that level?