Department of the Treasury, Bureau of the Public Debt, Division of Procurement, 200 Third Street, Room 207, Parkersburg WV 26101-5312

70 -- HELP DESK SOFTWARE SOL RFI 96-048 DUE 041996 POC Point of Contact, Michael Kelley, 304-480-6609, Contracting Officer, Rebecca L. Thompson, 304-480-6463. The Bureau of the Public Debt is assessing the market to identify help desk software tools for use in a customer-oriented data processing environment. Products must be compatible with PD's current environment which includes an Amdahl 5990-1400 CPU with an MVS/ESA operating system and an Ethernet local area network running Novell NetWare. The typical PC configuration on which the software will be used includes: a 433L Model with an 83 MHz Pentium Processor upgrade and 16 Mb of RAM. The product(s) must: a) Provide for Autodialing and faxing capabilities, b) Interface directly with current AT&T G3R-Version 4 switch, c) Interface with IBM's INFOMAN V4.2 and higher, d) Support Novell IPX/SPX V3.10 and above netware network and/or IP-compatible, e) Run on ethernet-based LAN, f) Provide an internal messaging system, g) Allow access to CC:MAIL V2.21 and above through MAPI interface, h) Allow for 25 or more concurrent users, i) A true windows-based package, j) Compatible with Attachmate's Extra 2.23 or later, if used for 3270 connection, k) Provide a ''test'' region to allow changes and testing before implementation, l) Allow customization of screens for logging calls, customer profiles, call types, resolution and assignment information, m) Allow user to define an unlimited number of fields and tables, n) Allow validation of fields with use of tables, o) Ability to create multiple (minimum of 3) customer categories, p) Provide built-in online help screens (with hypertext) and user capability to create online help screens, q) Capability to produce audit trails for call records and tables, r) Provide an inherent software capability to sort and manage tables, s) Capability to create standard, ad-hoc, and customized reports using Boolean logic, t) Provide capability for customers who do not have access to Call Logging package to build templates and report problems, u) Provide pull-down menus, v) Provide pop-up dialogue boxes, w) Provide a point and select data entry option, x) Allow the system administrator to customize menus, y) Show all fields on one screen (may scroll), z) Capability to import/export data from PC-based software for inclusion into tables, aa) Capability to convert existing database records into new package (currently using Bendata's HEAT for DOS V2.21), ab) Capability to do backup/restores, ac) Capability of maintaining database, creating security groups, managing user accounts, and setting system defaults, ad) Provide security authorization down to field level, ae) Allow use of hot keys or point/click to bring up tables and screens, af) Capability to create and search through a knowledge base (historical information) using methods such as tree/node structure, fuzzy logic, case-based reasoning, etc., ag) Capability to interface with an off-the-shelf knowledge base system, ah) Capability of escalating system-generated calls to designated personnel, ai) Capability to create/update/maintain Configuration and Inventory tables by security levels, aj) Allow access to historical data of the call records, ak) Capability to cross reference call records, al) Capability for doing Boolean searches, am) Capability to do single field searches based on call numbers, dates, call types, status, etc., an) Capability to print single or batch call records, ao) Provides multiple access for inquiries, updates, edits, and running reports simultaneously, ap) Provide multiple copies of software documentation for operators and system administrators, i.e., one manual per license procured, or a minimum of sixteen (16) copies, aq) When applicable, the software must allow for accurate Year 2000 roll over, and shall be compatible with prior Year 2000 archives, ar) Capability to key or store files on the PC's floppy or hard drive or a network drive, as) Capability to have an unlimited number of characters in record length and an unlimited number of records in a file, at) Software is C2-compliant as established by the National Security Agency (NSA) or the National Institute for Standards and Technology (NIST), and does not compromise the C2 rating of the underlying network operating system, au) Provide audit trails for managing access controls, av) Provide 24-hour vendor support, aw) Provide on-site training at Public Debt in Parkersburg, West Virginia for the proposed software package(s) for approximately fifty (50) computer operators and ten (10) software administrators. Public Debt is requesting technical product literature and commercial price lists, only, at this time. However, at Public Debt's option, evaluation software, product demonstrations, and/or technical presentations to be held on site in Parkersburg, West Virginia, may be requested from vendors responding to this announcement. The Government does not intend to award a contract or otherwise pay for the information requested. Public Debt will assess the ability of the market to meet the needs as stated above based on the information received. Dependent upon the results of this market survey, Public Debt may issue a solicitation to acquire the appropriate tool(s). Any such solicitation would be based on a strictly functional statement of requirements in order to maximize competition. Telephone requests will not be accepted. Requests may be faxed to (304) 480-6632. The Bureau of the Public Debt assumes no responsibility for the receipt of facsimile transmissions. The responsibility for confirming receipt lies solely with the vendor. PLEASE NOTE - NO ADDITIONAL INFORMATION IS AVAILABLE AT THIS TIME. (0086)

Loren Data Corp. http://www.ld.com (SYN# 0294 19960327\70-0012.SOL)