Federal Aviation Administration, Mike Monroney Aeronautical Center, NAS Acquisition Contracting Team, AMQ-210, P.O. Box 25082, 6500 S. MacArthur Blvd., Oklahoma City, OK 73125-4929

99 -- NON-DEVELOPMENTAL/OFF-THE-SHELF HELP DESK SOFTWARE DUE 051697 POC Jimmie D. Biggs, Contracting Officer, (405) 954-0512 The FAA is requesting information concerning the existence of non-developmental/commercial off-the-shelf (COTS)/government off-the-shelf (GOTS) software packages used for a semi-automated help desk system. This request for information (RFI) is focused on the following areas. HELP DESK SOFTWARE PACKAGE ESSENTIALS: ability to track and record problems as well as non-emergency tasks (i.e. software installations), ability to allow business hours for different organizations to be specified and also track the availability of organizational support technicians for dispatch; ability to notify and route to technicians the problems and task(s) through either the use of a help application or the application itself; support problem escalation within the application; have an interface into Microsofts System Management Server (SMS); application must support true client-server functionality and a relational database system; have the capability of producing custom reports and queries either through the client softwareor through a third party software application; client software must run on a Windows 95 or Windows NT platform and the database that the system uses must run on either Windows NT 4.0 or a UNIX system; must be capable of on-line system administration for the client software and for the database; must have a graphical user interface and the ability to easily customize screens for individuals or groups of individuals; and, must be year 2000 compliant. HELP DESK SOFTWARE PACKAGE NON-ESSENTIALS, YET POTENTIALLY DESIRABLE ADDITIONAL FEATURES: provide access to the system via the internet or an intranet that will allow customer and support personnel the capabilities to do queries, add, change, modify, deletes through the software; interface with IBMs InfoManager or the ability to do a one-time import into the software from IBMs InfoManager; database to be able to handle 50,000 transactions per year and the ability to store up to 2 years data plus current year; database must be able to support upwards of 45,000 users and/or groups of users; software interface with major electronic mail systems either through VIM or MAPI interface; software to have pager support for digital and or alphanumeric pagers; support Multi-Media; have some artificial intelligence or expert systems options that will help in making decisions; and, have a knowledge base system or the capabilities of add-ons for a knowledge based system from third party vendors. Vendors having non-developmental help desk software packages are encouraged to provide information on the capabilities of their product to meet listed essentials. It is preferred that a matrix be provided which lists each essential as well as non-essential feature with corresponding yes or no as to applicability to vendors product. An explanation of how the vendors software meets each feature is also requested. Vendors should address how the product is licensed, cost of products, as well as maintenance costs. Responses will be evaluated for those firms whose product is determined to be capable of fulfilling the FAAs requirements. This request for information (RFI) is for planning purposes only and shall not be construed as a request for proposal or as an obligation on the part of the FAA to acquire any follow-on acquisitions. No entitlement to payment of direct or indirect costs or charges by the FAA will arise as a result of submission of responses to this RFI and the FAAs use of such information. This RFI does not constitute the solicitation of proposals. No telephone requests. Responses must be received by May 16, 1997. Send information to Ancil Davis, FAA, AMI-600, 6500 S. MacArthur Blvd., Oklahoma City, OK 73125. Responders to this RFI may be requested to provide additional details/information based on their initial submittals. (0115)

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