APPENDIX E - CONTRACT MANAGEMENT AND PERFORMANCE PLAN

Transcription

1 APPENDIX E - CONTRACT MANAGEMENT AND PERFORMANCE PLAN Bidders should provide responses to each of the following issues in an attachment to this Appendix. Restate the issue and provide your complete response. (Reference Section 5.1 Bidder s Contract Management and Performance Plan)Responses will be evaluated and scored in accordance with reference Section Evaluation of Non-Cost Factors of this Solicitation Document. The information provided below will apply the Bidder s plan to sell and service communication equipment in the following categories and subcategories: Batteries Modular Flooded Lead Acid Modular Valve Regulated Lead Acid Mono-Block Valve Regulated Lead Acid Portable Radio Equipment Shelters Ballasted Concrete Fiberglass Framed Light-Weight Outdoor Cabinet Furniture, Dispatch Console Interoperability Gateway Devices Microwave Radios Carrier Grade, Packet Data Carrier Grade, Native Time Division Multiplex (TDM) Network Grade Native IP, Sub 5.9 GHz Native IP, 900 MHz Monitoring & Alarm Environmental Radio Network Power Systems DC Conversion Fuel Cell Electro-Mechanical Generators Uninterruptable Power Supply (UPS) Uninterruptable Power Supply (UPS) Test Equipment Multifunction Radio Test Set Specialized RF Instruments

2 Towers Multifunction Radio Test Set Accessories & Appurtenances Deployable / Temporary Guyed Guyed, Light Lattice Lattice, Light Monopole Passive Microwave Repeater 1. Provide an organizational chart identifying key people to be involved in the performance of the contract in the event of award. Include job titles and a brief description of their proposed job duties for these key people. The chart below depicts the team that will responsible for fulfilling the WSCA/NASPO contract.

3 2. Describe company experience and history supplying and servicing the equipment offered. Also describe your plans for: Collecting and reporting quarterly contract sales to Lead State and NASPO ValuePoint on quarterly basis, and to other Purchasing Entities under the terms of a completed Participating Addendum. Paying quarterly contract administrative fees to NASPO ValuePoint, to Lead State (Washington) for in-state sales, and to other Purchasing Entities who require it under the terms of a completed Participating Addendum. With over 45 years of experience in designing, developing, manufacturing, installing and servicing our furniture, Watson brings a greater level of knowledge to dispatch console furniture than any other manufacturer in the industry. Perhaps most importantly, Watson builds console furniture that lasts. The durability of the pieces reduces the Total Cost of Ownership (TCO) that saves our customers thousands of dollars over the life of our products. Our approach to Emergency Communication Center needs has not changed over the years. In fact, Watson has always maintained that these centers need special attention due to the amount of detail and customization that is required to perform the difficult task of emergency call-taking and dispatching. We believe console furniture should adapt to the human environment instead of the human environment adapting to the console furniture. Manufacturing Excellence Quality products are both manufactured and pre-assembled by Watson. Full Facility Solutions The only company in Public Safety that can handle all furniture needs including private/administrative offices, conference rooms, open cubicle spaces, and storage. Environmental Ethics Watson is the only company in Public Safety to receive the GSA Evergreen Award. This award is given o companies for their dedication to Leadership in Energy and Environmental Design (LEED). Criteria for this award include: Waste Prevention Recycling Affirmative Procurement Environmental Preference Model Facility Contract Reporting Contract reporting will be accomplished through order tracking in Watson s ERP system. The accounting department along with our contract administrator will be responsible for incorporating WSCA into our existing contract reporting cycle. At the close of the quarter

4 contract order are compiled through an automated report and then formatted according to the WSCA/NASPO guidelines for submission. Administrative Fee Payments Administrative fees will be calculated according to quarterly reports and submitted to the appropriate agencies by the Watson Accounting Team. 3. Describe your plan to provide contract customers with product and service information and assistance with order development, placement, and tracking. If you plan to utilize a dedicated website in support of the contract, describe the details. Include how you plan to provide customers with telephone assistance with order development and placement. Describe Help Desk services available for initial troubleshooting and possible resolution of the problems or for the initiation of repair or replacement services. As part of our customer service creed, our investment in our customers includes multiple pre- and post-sale services to ensure their complete satisfaction. Customer Champions Watson project coordinators pay strict attention to detail and accuracy during each step of the project to ensure success. To provide multiple potential solutions, they work directly with customers and local sales representatives to collect the following information: Site Survey this form is completed by our representatives and strategic partners. The information requested is crucial to product specification. Measurements accurate and complete room measurements, in conjunction with a completed site survey, are a key requirement for Watson s space planning team to generate multiple floor plan options. Technology Evaluation a center s current technological equipment dictates the size and type of console furniture we offer for the best possible solution. Space Planning Services Once project coordinators receive the necessary information from these documents, our specialized space planning team determines what space solutions are the best options for a center. AutoCAD-generated drawings illustrating a center s layout in 2-D, 3-D and rendered views are provided to the customer for selection. Quotations Project Coordinators generate formal quotations directly from the customer s chosen floor plan identifying the product, delivery, installation, and optional accessory costs. Order Processing

5 To meet our customer expectations, our project team distributes and requires key confirmations from our customers before processing an order. Signed 2-D and 3-D Drawings Indicate the customer s final layout choice. Signed Color Scheme Sheet Indicate the customer s chosen console color, fabric and finish. Requested Installation Date The customer s install date dictates our manufacturing schedule Purchase Order / Invoice / Signed Quote Confirms intent to buy, payment method and amount due 4. Describe your plan to provide contract customers assistance resolving invoicing and payment issues and problems. Watson s accounting team is available Monday through Friday, 8 AM to 5 PM to assist customers with invoicing and payment problems. The customer s project coordinator is also available to assist in problem resolution. The team can be contacted at or accounting@watsonfg.com. Additionally, Watson s post sales team is available Monday through Friday, 8 AM to 5 PM to assist and advise customers with any problems with their purchase under warranty this team can be contacted at Describe how customers will be provided support for the following: Equipment configuration and system design. Technical support services. Equipment installation services. Training (no cost training and specialized training available at additional charge). Equipment warranty. Equipment repair after warranty period. A statement of understanding outlining the purchase process is available upon request of the customer. Pre-Build Every purchase includes pre-building of one position after production to leave no room for mistakes. Project coordinators check these pre-built positions personally before they are shipped. Delivery and Installation During the production process, delivery and installation is coordinated among Watson manufacturer s representatives, the customer and the factory. The customer determines the ideal date for installation during the purchase process and certified installers perform the task.

6 End User Training Our technicians conclude every installation with an overview of the product s functions and maintenance for the customer s benefit. Installers answer any questions about operation posed by end users, giving them an opportunity to become comfortable with operation before the technicians depart. Service and Support As mentioned before, service doesn t end with the installation. After the certified installers provide the end user training, a postinstallation package is presented to the customer with 800-number information for their service needs. Watson commits to responding to any customer service request within 24 hours of receipt. Limited Lifetime Warranty Except as listed below, all Watson Dispatch manufactured components will be replaced at no charge for as long as the original purchaser owns the product. Labor and all associated installation expenses for defective products covered by this warranty will be provided to the original buyer for five years from the date of purchase. Limited Term Warranty Adjustment mechanisms, TCS Components, monitor arms, task lighting, and heating devices will be replaced at no additional charge for the first three years of original ownership. Components not manufactured by Watson Dispatch and not listed above shall be warranted under the terms and time period outlined in the original manufacturer s warranty. This warranty does not apply to: Normal wear and tear and consumable items such as light bulbs; Watson products that have undergone buyer modifications or reconfiguration; Products subjected to improper use or conditions including negligence, accident, or alterations; Products damaged by AC power disturbances