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FBO DAILY - FEDBIZOPPS ISSUE OF JANUARY 31, 2015 FBO #4816
DOCUMENT

D -- MARKET SURVEY / REQUEST FOR INFORMATION - Integrated Service Center (ISC) - Attachment

Notice Date

1/29/2015
 

Notice Type

Attachment
 

Contracting Office

FEDERAL AVIATION ADMINISTRATION, AAQ-310 WA - FAA Headquarters (Washington, DC)
 

Solicitation Number

19501
 

Response Due

2/27/2015
 

Archive Date

2/27/2015
 

Point of Contact

Scott Bukovec, scott.bukovec@faa.gov, Phone: 202-267-9157
 

E-Mail Address

Click here to email Scott Bukovec
(scott.bukovec@faa.gov)
 

Small Business Set-Aside

N/A
 

Description

Market Survey Reference ID: 19501 1.0 INTRODUCTION AND PURPOSE: This public announcement is being issued in accordance with the FAA Acquisition Management System (AMS) Section 3.2.1.3.11. The purpose of this Market Survey/Request for Information (RFI) is to solicit capabilities from interested vendors. The Federal Aviation Administration (FAA) has a need to create a consolidated IT Integrated Service Center (ISC) whose capabilities include helpdesk services and may include equipment provisioning. The acquisition strategy for the procurement has not been determined at present. Information submitted in response to this Market Survey/RFI will be used by the FAA for informational, market research, and planning purposes only. It may also be used to support the decision as to whether the requirement will be set aside for only small and/or small and disadvantaged businesses. Not responding to this RFI does not preclude participation in any future RFI(s) and/or Screening Information Requests (SIRs) related to the ISC; if any are issued. The helpdesk services will include, but are not limited to: Incident, Problem, and Knowledge Management Self service portal Local Area Networks (LAN) Peripheral devices Personal computer (PC) workstations Laptops General office automation software FAA-specific software Electronic messaging system Mobile devices SharePoint (FAA KSN Knowledge Services Network) Equipment provisioning may include all aspects of property management such as acquiring, configuring, deploying, tracking, maintaining, and decommissioning of equipment provided by the service desk vendor. This equipment may include, but is not limited to the following: Individually Assigned: Laptops Desktops Printers Monitors Mobile devices: Blackberry iPads iPhones MiFi Organizationally Assigned: Printers MiFi devices Infrastructure Equipment: Infrastructure servers File/print servers Ancillary equipment (switches, routers, etc) Additionally, the FAA is seeking information to better understand the following: Potential Help Desk/Equipment Provisioning Operating Models. Emerging technologies and techniques that enhance delivery of Helpdesk/Equipment provisioning services. Tools, techniques, and metrics used to improve customer satisfaction. Industry best practices, innovations, and lessons learned based on experiences providing Helpdesk/Equipment provisioning services. Areas of interest include: A focus on the customer experience (vs traditional metric based customer satisfaction). A service that is designed to incorporate continuous improvement. SLAs that improve upon current market based SLAs with respect to customer satisfaction. Where feasible, practical, and cost effective, a service that emphasizes remote solutioning of incidents (i.e., no permanent feet on the ground). Self-service dashboards for metric reporting. 2.0 BACKGROUND: The FAA AIT organization is responsible for supporting the IT needs of the FAA and its external customers: Internal customers: Approximately 60,000+ customers geographically dispersed across the United States in 900+ site facilities, including nine Regional Offices and two Technical Centers, as well as 11 international offices. Approximately 58,000 tickets generated from Government and contract employees per month in support of hardware, software, network ops, etc. External customers: Approximately 1,000,000+ customers geographically dispersed across the world who access or utilize FAA safety systems. Limited support needs (e.g. application password resets) accounting for approximately 5,000 tickets per month. The scope of services being provided by the existing AIT helpdesk(s) consists of Helpdesk and Deskside support services that include, but are not limited to: Local Area Networks (LAN) Peripheral devices Personal computer (PC) workstations Laptops General office automation software FAA-specific software Electronic messaging system Mobile devices SharePoint (FAA KSN Knowledge Services Network) Asset Inventory Lifecycle/Technology Refresh All of the support services listed above are related to the non-National Airspace System (NAS) support networks/systems. The existing AIT helpdesk(s) utilize a Remedy ticketing system. 3.0 Submittal Requirements and Instructions: The FAA will not pay for any information received or costs incurred in preparing a response to this Market Survey/RFI, and any costs associated with a Market Survey/RFI submittal are solely at the interested vendor's expense. Two documents are to be submitted: 1) Capability Statement, and 2) Business Declaration Form. 3.1 Capability Statement “ This submission should follow the suggested outline below and must be limited to no more than six (6) pages (any excess may be discarded). Please describe examples of your company ™s actual work experience focusing on the capability to provide support services to the agency as described in this Market Survey/RFI. Respondents may identify work experience achieved by your teaming partners as well. Please limit discussion to relevant current or previous experience (within the last five years) addressing the following in your response: Experience supporting and managing a fully outsourced 24x7x365 service desk: a. Technical and management capability to provide help desk and equipment provisioning services incorporating industry best practices, innovations, and lessons learned. b. Relevant experience using/implementing enterprise IT service desk management software solutions. c. Successful performance providing helpdesk services under a Performance Based contract with incentive arrangements on delivery and the application of a reward-penalty structure. Include metrics used to measure the performance of helpdesk support utilizing thresholds for improving customer satisfaction or wait times. d. Experience in shifting tickets/calls from a right-to-left cost model that would allow for the resolution of more tickets at a lower tier of support. Include any experience implementing a self-help portal. e. Providing remote solutioning that would allow for fewer resources located at FAA facilities. f. Equipment provisioning - all aspects of IT property management such as acquiring, configuring, deploying, tracking, maintaining, and decommissioning of equipment for either a commercial or federal client. 3.2 Business Declaration Form “ This form is required by the FAA. 4.0. North American Industry Classification System (NAICS) Code NAICS Code has not been determined at this time. 5.0 Delivery of Submission: Market Survey/RFI responses must be submitted via electronic mail (e-mail) to the Contracting Officer, Scott Bukovec at scott.bukovec@faa.gov no later than 4:00 PM EST on February 27, 2015. Files must be compatible with either Microsoft Word format or Adobe Acrobat PDF. If chosen to submit via Adobe Acrobat PDF format, please ensure the document retains the ability to copy and paste into a MS Word Document (i.e. do not submit picture files). The FAA welcomes any general comments regarding the content of the Market Survey/RFI. Questions or comments must be submitted in writing prior to the closing date and directed to email scott.bukovec@faa.gov. No telephone inquires will be accepted. 6.0 Non-Government Personnel Participation: The FAA may utilize contractor support personnel in meeting with customer organizations and reviewing vendor submissions. Contractor support personnel will sign all relevant Non-Disclosure of Information and Conflict of Interest Agreements for any subsequent acquisition. 7.0 Other: It is highly recommended that interested vendors check the FAA ™s Contracting Opportunities (FAACO) website http://faaco.faa.gov frequently for any updates and amendments to this announcement. Also, if this announcement is being viewed from other than FAACO, some information/attachments may not transfer correctly. Therefore, only the information/attachments provided at FAACO are considered the śofficial ť source of information on this requirement. 8.0 Attachment: Business Declaration Form (End of Announcement) If you're viewing this announcement from a source other than Federal Aviation Administration Contract Opportunities (FAACO), visit https://faaco.faa.gov/index.cfm/announcement/view/19501 to view the original announcement.
 

Web Link

FBO.gov Permalink
(https://www.fbo.gov/spg/DOT/FAA/HQ/19501/listing.html)
 

Document(s)

Attachment
 

File Name: Business_Declaration_Form (pdf) (https://faaco.faa.gov/index.cfm/attachment/download/48929)

Link: https://faaco.faa.gov/index.cfm/attachment/download/48929

 

Note: If links are broken, refer to Point of Contact above or contact the FBO Help Desk at 877-472-3779.
 

Record

SN03627817-W 20150131/150129234553-a4a2bec91861fa76d745ae7f7e33d153 (fbodaily.com)
 

Source

FedBizOpps Link to This Notice
(may not be valid after Archive Date)

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