SOLICITATION NOTICE
D -- IM/IT Support
- Notice Date
- 10/12/2005
- Notice Type
- Solicitation Notice
- NAICS
- 541512
— Computer Systems Design Services
- Contracting Office
- Department of the Air Force, Air Education and Training Command, Luke AFB Contracting Squadron, 14100 W. Eagle Street, Luke AFB, AZ, 85309
- ZIP Code
- 85309
- Solicitation Number
- FA488706T0001
- Response Due
- 10/26/2005
- Archive Date
- 11/9/2005
- Small Business Set-Aside
- Total Small Business
- Description
- STATEMENT OF WORK (SOW) IM/IT SUPPORT DESK TECHNICIAN AND WEBMASTER 1.0 INTRODUCTION 1.1 Organization. 1.1.1 Identification The Medical Information Systems Flight located at the 56th Medical Group, Luke AFB, AZ, operates a Wide Area Network (WAN) and Local Area Network (LAN) in support of 600 microcomputer users. 1.2 Background and Objective. 1.2.1 Background. The client provides Automated Data Processing services for the Local Area Network (LAN) used by the management, administrative and clinical functions within the medical group. In addition, general computer support is provided such as maintaining the configuration, maintenance and periodic maintenance inspections for the general computer systems/peripherals. 1.2.2 Objective. The broad scope of the client?s responsibility is to assist users in their understanding and use of the local and wide area network resources for the facility, the Internet and their desktops. This responsibility includes installation planning, coordination, and end-user technical assistance; troubleshooting; and in general, tracking and controlling all service requests regarding the computer network. Responsible for researching, tracking and understanding new web technologies in order to provide technical leadership on web development initiatives. Main projects will include developing web-based applications to fulfill business unit needs and/or processes on both internal and external sites. 1.3 ADP/Networking Environment. 1.3.1 Hardware a. Desktops PCs b. Video Terminals (VT) c. Network and local printers d. Scanners, CD writers, Zip drives, Jaz drives, other peripherals e. Other hardware as decided by client 1.3.2 Software a. Windows 2000 ? Workstation and Server b. Windows 2000/XP Professional - OS c. Exchange Mail ? Outlook client application d. Microsoft Office 2000/XP Professional Suite e. Symantec Anti Virus g. SMS h. Macromedia DreamweaverDOS i. Composite Healthcare System (CHCS) k. Other software as decided by client 1.3.3 Dell/Sun or comparable servers 1.3.4 Any other networking components/software as decided by client 2.0 TECHNICAL REQUIREMENTS 2.1 Task Description. 2.1.1 Scope of Work- The following areas are to be maintained and/or set up: 2.1.2 Desktop PCs for - approximately 600 users 2.1.3 Customer Service Support Desk ? approximately 600 users 2.1.4 Maintain and develop Internet site and Intranet site for 56 MDG 2.1.5 Assist with network support including backups, software updates and security 2.2 Statement of Work Specific services are described in this SOW, but may also be extended by growth, changes in needs, or client request. 2.3 Contractor Assisted Operations: The contractor shall assist trouble service desk operations, including receiving and responding to requests for assistance, coordinating with placed service calls, maintaining various automated and manual records as they apply to resolving and servicing the local and wide area networking requirements of the facility. Be responsible for researching, tracking and understanding new web technologies in order to provide technical leadership on web development initiatives. Main projects will include developing web-based applications to fulfill business unit needs and/or processes on both internal and external sites and all web server maintenance. Assist the network administrator with software and security updates to any and all military health systems (MHS) and office automation applications. 2.3.1 The contractor shall be provided guidance as to whether the service call is to be resolved by contractor/local personnel or forwarded to Air Force or MHS tiers for resolution. 2.3.2 Operations shall include close coordination with the facility and user support desk, but not limited to the following: a. Receive and follow-up on user technical assistance as assigned by the trouble desk. Communications will normally deal with material receipts, equipment installations, relocation, problem diagnosis and correction ? in general, responding to a variety of user requests requiring small computer expertise. Calls will be logged in the support desk tracking application program. b. Resolve user technical assistance requests as assigned through the facility support desk. 2.3.3 Service calls shall be analyzed to determine the nature of the reported problems; develop alternative solutions, including recommendations for resolving a problem and submitting the alternative to the client for a decision. Complete testing shall be part of every resolution to insure the target problem(s) resolved and no other problem(s) has been generated as a result of the work performed. a. The contractor shall provide reasonable assistance to the user to understand the system operations, but if it is determined extensive assistance is required the contractor will log a service call, notify the client?s support desk supervisor who will assign the task to the appropriate person/area for resolution. 2.3.4 General Task administration and management (a) The task leader shall perform all the functions required by the contract, including providing input for standard reports (b) All support desk work will be assigned and controlled through the use of the support desk tracking application program. 2.3.5 Government owned computer based training and IM/IT literature maintained by MDG will be available for contractor use. 2.3.6. The contractor shall research and ensure compliance with directives (procedures, operating instructions, notices, policy guidance, etc). Any perceived conflict with the contract shall be brought to the attention of the contracting office. 2.3.7. Documentation is critical to developing histories and to give visibility of contractor activity and any difficulties being encountered. In addition to the documentation already discussed, the following documentation is required: Client must give written approval on any overtime request. Overtime must be requested in advance, except in cases of emergencies, which requires verbal approval from the government. 2.4 Deliverables. All deliverables must meet professional standards and meet the requirements set forth in contractual documentation. The contractor will be responsible for delivering all end items specified. The following items are deliverables, which fall within the scope of this task, and which are illustrative of the type of work the Government expects to order. 2.4.1. Service Calls are routed from the main user trouble desk (or support desk) and contain the following information: date and time of call, who took the call and filled out the e-form, originator of the call, hardware and/or software involved, the reason for the call (nature of the service being requested) and a problem assessment of the trouble. A miscellaneous field shall be provided for comments by the technician(s). 2.4.2. The contractor will address user problems as routed from the support desk and provide regular and successive status from receipt to closure and final resolution. Status shall be in the form of date and time of call; who made the call; brief reason for the call, maintenance sheet, etc.; vendor individual taking the call; status (such as complete, open and why); when appropriate when the vendor will return; and any additional comments. All items regarding status will be housed in the tracking application program; hard copies will be printed/provided as needed to complete work and/or at the request of the client. 2.4.3 56MDG/SGSI Inventory Control List. Government and contractor personnel assigned to SGSI will maintain all licenses and warranties for all hardware/software. Contractor personnel will comply with procedures as outlined by client and assist government personnel as needed. 2.4.4 Security ? Contractor does whatever is necessary to ensure security on the network and any other equipment as necessary. Contractor works closely with the Security Officer when necessary. 2.5 Criteria for Acceptance. Specific criteria for acceptance of deliverables will be as follows: A minimum of customer complaints, minimal downtime on servers, no loss of work time due to contractor delay. 2.6 Schedule. Specific delivery schedule will be as follows: The monthly report will be due the 5th of the following month. 2.7 Delivery Instructions. Specific delivery instructions will be as follows. This Task Order is to apply to all MDG personnel in several different buildings, including those on/off of Luke AFB proper. 2.8 Expertise. The contractor is responsible for providing personnel with expertise in the areas the client requires at a minimum: 2.8.1. Experience with CHCS user interface. Demonstrated experience with DoD network security policies and procedures including Wing and Command level security issues. Two years experience using SMS and Active Directory software for support desk. Two years experience performing hardware support for personal computers and peripherals. Two years experience troubleshooting different vendor software applications. Experience developing and modifying web pages. 2.9 Materials. Provided by client. 3.0 GOVERNMENT FURNISHED RESOURCES 3.1 General. The following resources will be provided by the government: 3.1.1 Facilities, Supplies and Services. Office space, office supplies, computer equipment and time, telephone, and reproduction facilities as required. 3.1.2 Information. The following information will be provided by the government: 3.1.2.1 Manuals, texts, briefs and other materials associated with the hardware/software noted in paragraph 1.3 of this SOW. 3.1.2.2 Initial familiarization/orientation will be provided by the government. Standard Operational Procedures will be available to the contractor at the place of performance. 4.0 ADMINISTRATIVE CONSIDERATIONS 4.1 Points of Contact. 4.1 Place of Performance. Work is to be performed at the following on-site locations: 56 Medical Group and satellite clinics at Luke AFB. 4.2 Hours of Work. Contractor personnel are expected to conform to customer agency normal operating hours. Contractor hours will be from 0700 to 1600 Monday through Friday with one hour for lunch each day. 5.0 SPECIAL INSTRUCTIONS 5.1 General. All documents and deliverables described in this SOW and amendments or modifications, shall be submitted in a professional manner and on the contractor?s letterhead. 5.2 Staffing. The contractor is responsible for providing qualified personnel to complete the requirements of the SOW. 5.3 Reporting Requirements. The contractor shall provide the following: 5.3.1 The contractor shall inform the client in writing, of the actual task starting date, on or before the starting date. 5.3.2 The contractor shall bring problems or potential problems affecting performance to the attention of the client as soon as possible. Verbal reports will be followed up with written reports when directed by the client. 5.3.3 Additional written reports may be required and negotiated. 5.4 Inspection and Acceptance. In the absence of other agreements negotiated with respect to time provided for government review, deliverables will be inspected and the contractor notified of the client?s findings within 5 work days of normally scheduled review. Representatives of the user agency and the contractor will meet with the client telephonically at a time designated by the client on a monthly basis after receipt of the progress report to review performance: to inspect work for compliance with the SOW, the associated contractor proposal, and to accept or reject deliverables completed since the previous review. If required, quarterly reviews will normally be held at the place of task performance. In the event that the Contractor is excused from attending the final review, formal acceptance or rejection of deliverables will be accomplished by mail. 5.5 Place of Performance 5.5.1 Work is to be performed onsite at the client location (Luke AFB, AZ) and Del Webb Women?s Health Center. 5.6 Period of Performance: The initial contract will be for one year, with an extension of 2 additional years based on the approval of both parties. 5.7 Privacy and Security 5.7.1 Clearances: U.S. citizenship is required. Personnel assigned to this task will be subject to a National Agency Check and any other LUKE AFB security requirements prior to reporting to work. 5.7.2 Privacy Act: This task will involve data subject to the Privacy Act, Title 5 of the U.S. Code, Section 552a and applicable agency rules and regulations. 5.7.3 Security: Personnel assigned this task will be issued appropriate identification. 5.8 Proprietary Information Statement: The government will retain rights to all intellectual property produced in the course of developing, deploying, training, using, and supporting databases. The contractor will be required to negotiate agreements with commercial system vendors relating to non-disclosure of vendor-proprietary information. 5.9. Personal Services: The Client Representative has been briefed on the prohibition of personal services and those actions that represent personal services. The Client Agency has deter-mined that use of a contract to satisfy the requirements of this task order is in the best interest of the Government, economic and other factors considered, and this task order is not being used to procure services prohibited by Subpart 37.1 of the Federal Acquisition Regulations (FAR).
- Place of Performance
- Address: Luke AFB, AZ
- Zip Code: 85309
- Country: USA
- Zip Code: 85309
- Record
- SN00914494-W 20051014/051012212156 (fbodaily.com)
- Source
-
FedBizOpps.gov Link to This Notice
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