MODIFICATION
D -- Army Enterprise Service Desk (AESD)
- Notice Date
- 7/16/2013
- Notice Type
- Modification/Amendment
- Contracting Office
- ACC - Rock Island (ACC-RI), ATTN: AMSAS-AC, Rock Island, IL 61299-6500
- ZIP Code
- 61299-6500
- Solicitation Number
- W52P1J13T0414
- Response Due
- 7/26/2013
- Archive Date
- 9/14/2013
- Point of Contact
- Benjamin Kimbell, 3097824042
- E-Mail Address
-
ACC - Rock Island (ACC-RI)
(benjamin.j.kimbell.civ@mail.mil)
- Small Business Set-Aside
- N/A
- Description
- ***AMENDMENT*** 17-JUL-2013 The purpose of this amendment to Request for Information (RFI) for the Army Enterprise Service Desk (AESD) is to seek additional information and provide industry questions and Government responses. The Government is seeking additional information as follows: 1. It is requested that Contractors currently providing call center services to DoD specify if the Contractor is providing the Ticketing or Service Management System being used by the call center or if the Government is providing the Ticketing or Service Management System for call center use. Please describe the exact arrangement in one page or less. 2. If the Contractor is currently providing the Ticketing or Service Management System in support of DoD, please specify in one page or less, the current DoD Information Assurance Certification and Accreditation Process (DIACAP) status and the terms of any Authority to Operate that was or is in the process of being granted. Please also provide the Government POC for this activity and the Designated Approval Authority (DAA). 3. For Contractors currently supporting DoD, is the Contractor providing any ticket or information exchange capabilities with other Ticketing or Service Management Systems as part of this support? Please describe these capabilities in one page or less. For Contractors currently supporting DoD, please specify in one page or less, the line type and bandwidth of any NIPR and or SIPR connectivity currently in place between the Government and relevant supporting Contractor facilities. Please specify if this connectivity is provided as Government furnished equipment, billed by the Contractor to the Government as other direct cost, or billed by the Contractor indirectly. Please provide the Government POC for this activity. Questions from Industry- 1. Is there a projected released date of the formal solicitation? Government Response: This sources sought does not constitute a solicitation and there is no guarantee a formal solicitation will be issues as a result of responses to this RFI. All opportunities are posted on FBO. 2. Is the ultimate customer PEO EIS or Army Network Command or some other Organization? Government Response: The RFI was issues in support of PEO EIS. This sources sought does not constitute a solicitation and there is no guarantee a formal solicitation will be issues as a result of responses to the RFI. RFI responses are due no later than COB Friday 26 July 2013. ***AMENDMENT*** 26-JUN-2013 The deadline for the Army Enterprise Service Desk RFI is 28-JUN-2013 5:00 p.m. Central Standard Time. ***AMENDMENT*** 13-JUN-2013 The purpose of this notification is to amend the Army Enterprise Service Desk (AESD) Request for Information (RFI) and to provide industry with the following questions and answers: Question 1. In the update to the referenced solicitation posted to Fedbizopps on 6/4/13 in 5 the request for information states that you are interested in information from companies with 2,000 agents based in the United States. Is this an error? The original RFI stated 200 agents. Government Response: AESD is currently supported by approximately 200 live agents and agent managers. Paragraph 5, Request for Information (RFI) is NOT an error. It identifies potential companies (sources) capable of, and interested in, providing technical assistance for the AESD. All companies capable of operating Information Technology (IT) Contact and Service Centers are encouraged to submit its response. RFI could include discussions of a partner/teaming arrangement. Question 2. Who is The Army Enterprise Service Desk Contractor and what is the contract number? Government Response: The contractor for Army Enterprise Service Desk is Dell Services Federal. The contract number is W91QUZ-06-D-0011 Order Number D11PD20248. This sources sought does not constitute a solicitation and there is no guarantee a formal solicitation will be issued as a result of responses to this RFI. RFI responses are due no later than 28 Jun 13. The purpose of this notification is to amend the Army Enterprise Service Desk (AESD) Request for Information (RFI) as follows: 1.This Request for Information (RFI) is to identify potential companies (sources) capable of, and interested in, providing technical assistance for the Army Enterprise Service Desk (AESD). This request is for planning purposes only; and it is not a request for proposal. This sources sought does not constitute a solicitation and there is no guarantee a formal solicitation will be issued by the Government as a result of responses to this RFI. 2.The Army Enterprise Service Desk (AESD) walkthrough scheduled for 6 June 2013 from 1000-1200 at Wood Theater, Building 2120, Fort Belvoir, VA has been cancelled. 3.The Government does not intend to award a contract based on this RFI or otherwise pay for information solicited. Please identify any proprietary information submitted. All information submitted will be held in a confidential status. 4.The Draft Performance Work Statement has been removed from this posting and should not be construed of future requirements. 5.The Government is seeking information from companies: a.Over 5 years of experience operating Information Technology (IT) Contact and Service Centers supporting Government/multinational corporations/organizations and having over 2000 live IT Contact and Service Center agents based in the United States. b.Demonstrable core competencies in configuring and maintaining Call Center supporting technologies such as Web-enabled Knowledge Bases, Automatic Call Directors (ACDs) and Interactive Voice Response (IVR). c.Documented internal processes for quality of service monitoring, metrics management, quality assurance, and continuous process improvement. d.Proven management and staffing approaches supported by independently verified successful IT contact and service center implementations and operations. 6.The response shall include potential methodologies for Staff Structure, Wounded Warrior Participation, Small Business Participation, Relevant Experience, Transition Planning, and any other recommendations or alternative approaches in support of AESD operations. 7.RFI responses are due from Industry by 28 Jun 13 and shall not exceed 30 pages in total to include answers to previously listed questions. This information shall be submitted to Mr. Benjamin J. Kimbell at benjamin.j.kimbell.civ@mail.mil and Ms. Mariellen Crosson at Mariellen.crosson.civ@mail.mil.
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/notices/54cbab145bf46b556d5846ee118da128)
- Place of Performance
- Address: ACC - Rock Island (ACC-RI) ATTN: AMSAS-AC, Rock Island IL
- Zip Code: 61299-6500
- Zip Code: 61299-6500
- Record
- SN03117725-W 20130718/130716235232-54cbab145bf46b556d5846ee118da128 (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
(may not be valid after Archive Date)
| FSG Index | This Issue's Index | Today's FBO Daily Index Page |