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FBO DAILY - FEDBIZOPPS ISSUE OF MAY 21, 2015 FBO #4926
DOCUMENT

R -- Customer Support Help Desk Services - Attachment

Notice Date

5/19/2015
 

Notice Type

Attachment
 

NAICS

561110 — Office Administrative Services
 

Contracting Office

U.S. Department of Veterans Affairs;Strategic Acquisition Center;10300 Spotsylvania Ave;Fredericksburg VA 22408
 

ZIP Code

22408
 

Solicitation Number

VA11915R0165
 

Response Due

6/10/2015
 

Archive Date

6/25/2015
 

Point of Contact

Germa Batton: Gerrigje.batton@va.gov
 

Small Business Set-Aside

Service-Disabled Veteran-Owned Small Business
 

Description

Questions & Answers to pre-solicitation VA119-15-R-0165, Customer Support Help Desk Services Question 1: The Contracting authority is in Fredericksburg, VA with the Place of Performance being in Austin, TX, is this a correct statement? Answer 1: The place of Performance is in Austin, TX Question 2: Is this a new requirement? Answer 2: No, this is not a new requirement. VA FSC task orders D14PD00720 was awarded to Sierra 7 on June 12, 2014 for the customer service desk and D13PC00179 was awarded to Best Value Technology, Inc. on December 21, 2012. Those are Commercial service Task Orders issued in accordance with Acquisition Services Directorate (AQD) Indefinite-Delivery, Indefinite-Quantity (IDIQ) Contract D13PC00181 and was awarded by an Interagency Agreement (IAA) by the Department of Interior. Question 3: What types of inquiries are made by VA FSC customers, e.g., computer system-related, describe the information required on a form? Answer 3: The VA FSC Customer Support Help Desk Services mostly need help with system registrations, password resets or general user issues, and activate and deactivate personnel profiles. Question 4: Is the place of performance, where the contractor's personnel will reside, in Austin, TX? Answer 4: See answer 1 above Question 5: Is the subject effort a new requirement or follow-on to an existing contract? Answer 5: See answer 2 above. Question 6: Can you please give a listing of the systems for which customer support will be provided or the existing contract numbers if one exists? Answer 6: Some of the system listing for the customer support services help desk will be: "FSC Enterprise Customer Process Management (CPM) Tool "FSC Enterprise trouble ticketing and case management systems "VA systems such as: - invoice processing systems, VA employee travel systems, VA employee payroll systems, accounts payable and receivable processes, and VATAS or Automated Time and Attendance system. Question 7: Would the government consider changing the NAICS code solicited under the 541519 NAICS code. Answer 7: Market research has shown that the current NAICS code covers the work required. For VA FSC Customer Support Section, the Contractor shall provide help desk support services to include answering all phone calls, emails, customer self-service request submissions, and system registration requests; and if determined to be an action by another support group, forward those inquiries in accordance with established procedures using the appropriate FSC trouble ticketing solution or FSC Enterprise Customer Process Management (CPM) Tool. For VATAS Customer Support team, the Contractor shall provide help desk support services to include answering all phone calls, emails, assign appropriate time and leave units, updating employee profiles, activating/deactivating employee profiles, performing validation overrides, performing tour of duty unit maintenance, gathering and providing reports as requested performing special projects. Question 8: How are these services currently being performed, under contract or In-house? Answer 8: See answer 2 above. Question 9: If these requirements are currently being performed under a contract, who is the contractor, what is the contract number, when does the contract expire, and what is the current contract value? Answer 9: See answer 2 above. Question 10: How many employees will be on payroll and how often will the payroll be processed? Answer 10: These will be contractor personnel and the contract will be required to determine this business decision. Question 11: Will there be a requirement for a VA certification of SDVOSB status to pursue this opportunity? Answer 11: Yes. A VA certification of SDVOSB status is necessary and the company's status has to be verified by Center for Verification and Evaluation (CVE) plus the company needs to be listed in VetBiz.gov as a SDVOSB. Question 12: Can you provide the contract number for the incumbent or recent incumbent for the work being solicited under VA119-15-R-0165. Answer 12: See answer 2 above.
 

Web Link

FBO.gov Permalink
(https://www.fbo.gov/notices/86cd9d723bb4487841e7b7c8f0d32fa6)
 

Document(s)

Attachment
 

File Name: VA119-15-R-0165 VA119-15-R-0165_2.docx (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=2054665&FileName=VA119-15-R-0165-003.docx)

Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=2054665&FileName=VA119-15-R-0165-003.docx

 

File Name: VA119-15-R-0165 BlankFboSynopsis.docx (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=2054666&FileName=VA119-15-R-0165-004.docx)

Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=2054666&FileName=VA119-15-R-0165-004.docx

 

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

Record

SN03736652-W 20150521/150519235945-86cd9d723bb4487841e7b7c8f0d32fa6 (fbodaily.com)
 

Source

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

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