AWARD
D -- QARS Version 11.1 Upgrade - Statement of Work
- Notice Date
- 2/9/2017
- Notice Type
- Award Notice
- NAICS
- 541519
— Other Computer Related Services
- Contracting Office
- Department of Homeland Security, Federal Emergency Management Agency, Texas National Processing Service Center, 3900 Karina Lane, Denton, Texas, 76208, United States
- ZIP Code
- 76208
- Archive Date
- 3/8/2017
- Point of Contact
- MICHAEL L. YOUNG, Phone: 9402350437
- E-Mail Address
-
michael.young3@dhs.gov
(michael.young3@dhs.gov)
- Small Business Set-Aside
- N/A
- Award Number
- HSFETX-16-J-0001
- Award Date
- 1/4/2016
- Awardee
- DELL SERVICES FEDERAL GOVERNMENT, INC., 8270 WILLOW OAKS CORPORATE DR, Fairfax, Virginia 220314516, United States
- Award Amount
- $1,022,659.88
- Description
- SOW for QARS Upgrade. The goal of the acquisition is to secure a firm fixed price task order for commercial services to perform the upgrade on the QARS system, with the NAICS Code 541519 (other computer related services) and PSC code D316 (IT and Telecom) off of FEMA's Centralized Operations, Maintenance and Management Information Technology (COMMITS) contract vehicle. The Federal Emergency Management Agency (FEMA) of the Department of Homeland Security (DHS) is required to ensure the consistent delivery of excellent customer service to disaster victims requesting assistance under the Robert T. Stafford Disaster Relief and Emergency Assistance Act. To meet this requirement, FEMA has implemented the Impact 360 Quality Monitoring v10, Desktop and Process Analytics, and Framework product, known to FEMA as the Quality Assurance Recording System (QARS). The QARS application enables users (supervisors and Quality Program Specialists) to manage the entire agent evaluation, feedback, training and development process, highlighting gaps in agent skill sets, and enabling prompt corrective action to affect performance. The Statement of Work (SOW) outlines FEMA's requirements and expectations for the professional services required to upgrade FEMA's existing commercially available, contractor-provided Call/Screen Recording System (Impact 360), software from version 10 (v10) to version 11.1 (v11.1). The success of this project will allow the Enterprise to leverage the advantages provided through most current version of the software. The ability to record calls and capture screens for call and no-call-related activity provides a means to review the actual actions taken by the HSS and validate the quality assessment performed by the QC Specialist. The purpose of this request is to perform the work necessary to upgrade FEMA's existing Impact 360 and DPA v10 software to v11.1, which is included as part of FEMA's existing Premium Support Plan under HSFE30-15-D-0002, HSFETX-15-J-0017 for Operations & Maintenance (O&M), and to ensure all existing functionality, including add-on components interface seamlessly with the upgrade to v11.1. The contractor shall provide professional services to perform an upgrade of FEMA's existing Impact 360 v10 and DPA v10 software to v11.1 in accordance with the attached Statement of Work dated December 1, 2015.
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/DHS/FEMA/TX-NPSC/Awards/HSFETX-16-J-0001.html)
- Record
- SN04396947-W 20170211/170209234224-6b848c4d923fe21db41ca98ca1679ed1 (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
(may not be valid after Archive Date)
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