The Workers Compensation Board of Manitoba (WCB) invites firms to submit a Proposal for the following: Multiple alarm systems monitoring and electronic security system maintenance.
Description of Services
A. Monitoring:
The Contractor will be required to provide monitoring services twenty-four (24) hours a day, seven (7) days a week, three hundred and sixty-five (365) days a year, of the ESS components for fire alarm, intrusion detection, and duress alarm [excluding where monitored by the respective landlords identified in subsection 3(a) above].
Monitoring is expected to be invoiced annually as specified in the Fee Schedule.
CCTV and card access control monitoring is not included in the scope of work under this RFP.
B. Maintenance
The Contractor will be required to provide two (2) types of maintenance for the ESS which will include:
-Preventative maintenance on a regularly scheduled basis; and
-Corrective maintenance on an as-needed basis.
Preventative Maintenance:
a) Preventative maintenance is expected to be invoiced annually and will include within the annual flat fee:
i. Labour for the regularly scheduled care and servicing for the purpose of maintaining the ESS equipment and systems in satisfactory operating condition by providing systematic inspection, detection, and correction of incipient failures either before they occur or before they develop into major defects.
ii. Labour for scheduled or routine maintenance activities which are proactive measures that help prevent, predict, and minimize the risk of the ESS system, subsystem, and component failure. An annual maintenance schedule will be provided at the beginning of each year.
iii. Labour for visual inspections, concise operational testing, adjustments, cleaning, lubrication, system backups, and performance verification of applications software and system electronics (whenever possible, detected faulty component repairs to be performed upon detection).
iv. Materials such as cleaning solutions, swabs, electrical tape, and other products that are commonly available and normally used in the cleaning and adjustment of equipment ("Consumable Materials") and parts such as connectors, splices, replaceable indicators such as bulbs, replaceable switches, replaceable relays, mounting hardware, screws, bolts, cables, etc., ("Minor Parts") that would be used for the adjustment and repair of existing equipment.
v. Contractor's vehicle costs, vehicle maintenance, mileage/fuel surcharges, parking, office administration expenses, and office supplies ("Incidental Expenses").
b) Preventative maintenance shall be performed during Business Hours by an authorized maintenance technician for the ESS component being serviced.
c) A service report will be provided to the WCB at the completion of each scheduled preventative maintenance. The report shall include a description of all procedures performed and the current status of the ESS. The report shall also contain suggested upgrades, if any, to enhance the ESS performance or readiness.
Corrective Maintenance:
d) Corrective maintenance is expected to be invoiced within the thirty (30) calendar days of the completed work with a detailed description broken down for parts and labour. The corrective maintenance will repair malfunctioning and/or damaged hardware and software which consists of two (2) types:
-Non-emergency corrective maintenance ("NECM"); and
-Emergency corrective maintenance ("ECM").
e) NECM:
(i) NECM is the maintenance performed to correct a breakdown or failure of the ESS equipment whereby the failure does not create a material risk to WCB personnel or property, but may cause the ESS to operate in an inconvenient or degraded manner. A failed ESS component may be detected during the preventive maintenance activities, or may be detected and reported by the WCB during normal operation of the ESS.
(ii) NECM shall include all tasks which are required to restore the ESS to operational status or to correct a failure that has occurred or is in the process of occurring, and may consist of repair, restoration and/or replacement of components.
(iii) NECM activities shall consist of problem diagnosis, repair and/or replacement of faulty components, and verification of the repair action.
(iv) Labour for NECM is to be scheduled during Business Hours with no overtime rate charged. Hourly labour rates will include Consumable Materials, Minor Parts, and Incidental Expenses. Major parts will be billed with a mark-up dictated in the Fee Schedule.
(v) Requests for NECM shall be received by the Contractor via telephone and/or e-mail from the WCB during Business Hours. A corrective maintenance request form will be completed for each NECM maintenance action or work request.
(vi) Response time for NECM shall be within four (4) hours if the NECM request is received before 12:00 noon. If the request is received after 12:00 noon, the response time shall be by 12:00 noon of the following Business Day.
(vii) The NECM service report shall be provided to the WCB at the completion of the task. The report shall include a description of the problem reported, the corrective action taken, and the current status of the ESS. The report shall also contain the measures taken, if any, to prevent the ESS failure from occurring at a later time.
(viii) WCB-requested ESS system additions, relocations, and upgrades shall be considered NECM, unless otherwise instructed by the WCB.
f) ECM:
(i) ECM is the maintenance performed within a pre-defined period of time to correct a breakdown or failure of a component of the ESS equipment whereby the failure causes a material risk to WCB personnel or property, and to the point the ESS is inoperable.
(ii) ECM shall include all tasks which are required to restore the ESS to operational status or correct a failure that has occurred or is in the process of occurring, and may consist of repair, restoration and/or replacement of components.
(iii) ECM activities shall consist of problem diagnosis, repair and/or replacement of faulty components, and verification of the repair action.
(iv) Labour for ECM is to be scheduled as soon as reasonably possible with work outside Business Hours to be pre-approved by the WCB. Hourly labour rates will include Consumable Materials, Minor Parts, and Incidental Expenses.
(v) The WCB shall provide the Contractor a list of WCB representatives authorized to initiate/approve ECM service requests.
(vi) ECM shall be available twenty-four (24) hours a day, seven (7) days a week, three hundred and sixty-five (365) days a year.
(vii) During and after Business Hours ECM requests shall be received by the Contractor via telephone and/or e-mail notification from the WCB. A corrective maintenance request form will be completed for each EMC action or work request.
(viii) Telephone or e-mail response for ECM requests submitted outside Business Hours shall be within two (2) hour after the WCB submits a request. On-site response time to provide ECM shall be within eight (8) hours after the WCB submits a request.
(ix) An ECM service report shall be provided to the WCB at the completion of the task. The report shall include a description of the problem reported, the corrective action taken, and the current status of the ESS. The report shall also contain those measures taken, if any, to prevent the ESS failure from occurring at a later time.
(x) ESS failures due to vandalism, power surges, natural disasters, etc., shall be considered ECM, unless otherwise instructed by the WCB.
When a service request is received by the Contractor, an authorized technician may initially respond to the WCB by telephone to verify, troubleshoot, and/or remedy the situation, and to ascertain the severity and/or immediacy of the problem. If the problem cannot be resolved remotely, the technician will designate the call as NECM or ECM, as agreed with the WCB, and schedule the service request for same.
The priority scheme for determination of NECM or ECM response shall be determined between the WCB and the Contractor at the commencement of the Services. If there is any uncertainty on the classification a particular response need the final determination shall be made by the WCB representative in discussion with the on-call technician.
The Contractor will maintain for the duration of the Services, hard and electronic copies of all scheduled and unscheduled maintenance activities. In addition, computerized inventory control records will be maintained on all equipment that has been decommissioned, replaced, or added to the ESS, including serial number, location, warranty, and final disposition. Upon expiry or earlier termination of this Agreement the Contractor shall provide a copy of all these records to the WCB.
The Contractor shall also maintain, in-house, an electronic service order tracking system which documents the following information after each completed work order (which shall be made available to the WCB upon request):
-Service order notes with a description of the work actually completed and the names of the technicians that performed the work;
-Labour information using time sheets for labour hours expended;
-Serialized equipment information for actual equipment installed or replaced; and
-Material descriptions of actual materials used.
The Contractor shall maintain a full complement of required tools, test equipment, lifts, ladders, and other equipment necessary to safely perform the Services.
It is expected that the Contractor will carry an inventory of critical spare parts in order to minimize disruption in the ESS components. If replacement parts are not available in inventory, it will be the Contractor’s responsibility to obtain WCB approval, order the necessary materials, and have direct shipped and/or delivered to the respective WCB facility so that the ESS repair may be completed in a timely fashion.
The WCB will require the Contractor to have the following:
a) a call centre staffed twenty-four (24) hours a day, seven (7) days a week, three hundred and sixty-five (365) days a year with employee(s) who are fully versed in ESS operations and maintenance and are prepared to handle all calls related to ESS malfunctions;
b) an appropriately sized technical group to handle the repair and maintenance of all the WCB's systems listed in the Description of Services, twenty-four (24) hours a day, seven (7) days a week, three hundred and sixty-five (365) days a year, within the dictated response time for the different classifications of work; and
c) experience with each type of system that has been listed in the Description of Services (to be confirmed in addressed in the Vendor's Proposal.
The Services shall normally be performed during Business Hours. However, the WCB may request some of the Services to be performed outside Business Hours from time to time, as deemed necessary, in the unfettered discretion of the WCB. The Contractor shall not be entitled to charge overtime rates unless specified in the Fee Schedule.
The Vendor must have a minimum of five (5) years' experience and knowledge with products listed in the Description of Services.
The Proposal should include an overview of the proposed resource(s) being offered, including profiles of work which highlight their experience working with the described products/equipment.
Even if the Contractor is not required under The Workers Compensation Act to have and maintain workers compensation coverage in Manitoba, the WCB shall require the Contractor to purchase and maintain workers compensation coverage for its workers who will be providing the Services in Manitoba.
The Services shall be provided onsite at the WCB's facilities and from the Contractor's facilities located in Canada, as applicable, unless otherwise agreed in writing.
It is expected the Services will be required for a period of five (5) years with a preferred start date of December 15, 2023.
Mandatory Onsite Visit
Vendors must attend onsite for a walk-through inspection of the office facilities located at 333 Broadway, Winnipeg, Manitoba (the "Mandatory Onsite Visit"). The WCB will provide one (1) Mandatory Onsite Visit on Thursday, November 9, 2023 at 10:00 a.m. MB Time. Due to restricted access throughout the WCB, late arrivals will not be allowed to catch up with the group. Vendors are required to have a representative attend the Mandatory Onsite Visit for that Vendor's Proposal to be considered. All attending representatives will be required to sign a "Pledge of Confidentiality & Restriction on Use of Information" due to possible contact with WCB confidential information during the Mandatory Onsite Visit. Vendors are strongly encouraged to confirm with Ray Daumler, Director, Administrative Services (1-204-954-4444), if they plan to attend.
