SOLICITATION NOTICE
D -- UPGRADE CA SERVICE DESK MANAGER SOFTWARE VERSION 14.1 - Statement of Work
- Notice Date
- 5/4/2016
- Notice Type
- Combined Synopsis/Solicitation
- NAICS
- 541519
— Other Computer Related Services
- Contracting Office
- Small Business Administration, Office of Chief Finanical Officer- Aquisition Division, SBA Contracting, 409 Third Street, S.W., Washington, District of Columbia, 20416, United States
- ZIP Code
- 20416
- Solicitation Number
- SBAHQ-16-R-0005
- Archive Date
- 7/4/2016
- Point of Contact
- Samuel F. Crow, Phone: 3038445812
- E-Mail Address
-
samuel.crow@sba.gov
(samuel.crow@sba.gov)
- Small Business Set-Aside
- Total Small Business
- Description
- Statement of Work for Upgrade CA Service Desk Manager Software Version 4.1 The US Small Business Administration (SBA), Office of Disaster Assistance (ODA) is seeking proposals on an upgrade to its existing CA Service Desk Manager IT problem management software release 12.6. The SBA requires upgrading to the CA Service Desk Manager 14.1. For the past several years, ODA has provided a Help I Service Desk to record, track and resolve technical requests (eg, password re-set), incidents (e.g, latency, outages, error messages) and other problems that internal users may experience with DCMS as well as with other agency systems or equipment. The users are scattered among the ODA regional centers in Atlanta, Fort Worth, Sacramento, Buffalo and Herndon, as well as in the HQ in Washington. The desk is staffed by expert analysts, located in all the Centers, and uses Computer Associates (CA) Service Desk Manager IT problem management software. The latter is hosted in the SBA data center in the Washington, DC, HQ office. Users report issues to the ODA Service Desk located in the Buffalo, NY, office by phone, email or self-service ticket. This is called Tier 1 support. For any given issue, this team creates a new ticket, and makes the initial efforts to find a solution. If the issue proves beyond the capacity of the Tier 1 analysts to find a solution, they escalate the issue to Tier 2 support, i.e., the appropriate experts in one of the local Centers, for further analysis and final resolution. Progress on a particular issue is reported and tracked in the system. When resolution takes place, the issue is closed out. The current ODA IT Help Desk implementation operates with thirty concurrent licenses of CA Service Desk Manager, release 12.6. The current implementation of CA Service Desk manager at ODA reflects an aging version of this software, and has been superseded by more current releases, with superior functionality. The most current release available is CA Service Desk Manager 14.1, which is the object of this upgrade. The proposed implementation thus entails an upgrade of our current quantity of thirty concurrent licenses to the level of release 14.1. The Proposal should reflect a Time and Materials contract, as the costs variables are software and professional services composed of labor hours at a fixed price/hr). Surveillance will be performed in the following manner: 1. After award creation of a project plan with tasks, schedule and hours and dates assigned to each task, 2. Creation of Quality Assurance Surveillance Plan to tract quality of deliverables, 3. Complete tasks according to the project plan, using Earned Value Management to measure progress during reporting period 4. Use QASP to measure quality of deliverables in reporting period. 5. Monthly billing from and payment to vendor for hours expended per the project plan Contract Line Item Number Description Qty Unit Total Amount 0001 Upgrade to CA Service Desk 30 Concurrent $________ Manager 14.1 Full, 3 Yr Maintenance Licenses 0002 Professional Services for CA Service 200 Hours $________ Desk Manager 14.1 installation, configuration, customization, education and training. 200 Hours $ 0003 Consultant Travel to provide above 1 Lot $_________ Professional Services This is a 100% Small Business Set-Aside. All bidders must be active in the System for Award Management (SAM) in accordance with FAR 52.204-7 Central Contract Registration (AUG 2012) Brand Name: CA. As this is an upgrade to an already installed software, there is no equivalent product/brand which would meet SBA requirement and remain compatible with the present software. Deliverables (See Statement of Work, page 5 of 7, Paragraph 4.0) SECURITY CONSIDERATIONS: Certain contractor personnel may be required to work on-site at an ODA location. IF so the following security requirements may be in force. Agency security regulations as well as the Federal Privacy Act of 1974 govern data contained within all SBA computer systems. Contractor personnel assigned to this project will be held accountable for adherence to these regulations. The work to be performed is unclassified, but may involve data which is restricted under the Privacy and Freedom of Information Acts. However, as a condition for access to government-owned systems and data, contractor personnel must pass background investigations in accordance with OMB Circular A-130, which requires screening of all individuals involved with sensitive applications or data in Federal automated information systems. All SBA automated systems and data are considered sensitive. The SBA or its designated representative will perform background investigations. Contractor personnel, depending upon the labor category, will be subjected to one of the following background investigations: National Agency Check and Inquiries (NACI) which consists of: • Searches of the OPM Security/Suitability Investigations Index (Sil) • Searches of the Defense Clearance and Investigations Index • Searches of the FBI Identification Division, fingerprint charts and FBI records Management Division files and • Written inquiries and record searches covering specific areas of a subject's background during the past 5 years. Minimum Background Investigation (MBI) which consists of: • National Agency Check and Inquiries (above} • Personal Subject Interview and • Credit search
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/SBA/OOA/OPGM/SBAHQ-16-R-0005/listing.html)
- Place of Performance
- Address: See Statement of Work, Page 5 of 7, Paragraph 4.0 Deliverables., United States
- Record
- SN04106078-W 20160506/160504234936-b67c1f2341284b40b94f16d9f4f1dbd6 (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
(may not be valid after Archive Date)
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