R -- SOURCES SOUGHT-BUILDING MANAGEMENT, CENTRAL CALL-IN-DESK

Notice Date

April 27, 2001

Contracting Office

National Institutes of Health, Office of Procurement Management, 6011 Executive Blvd., Rockville, Maryland 20892-7260

ZIP Code

20892-7260

Solicitation Number

N/A

Response Due

May 14, 2001

Point of Contact

Patricia Pemberton-Contracting Officer, Division of Station Support.

E-Mail Address

pembertp@box-p.nih.gov (pembertp@box-p.nih.gov)

Description

SOURCES SOUGHT ONLY- The Public Works Branch (PWB) at the National Institutes of Health (NIH) is implementing a "Central Call-In Desk". The purpose of the "Central Call-In Desk" is to provide one phone number for customers to call 24 hour per day, 7 days per week, 52 weeks per year to request building related services and information on the same. Customers will call from either the NIH Main Campus in Bethesda, Maryland or the NIH Animal Center in Poolesville, Maryland. The company selected will provide the properly trained professional personnel on the above schedule to perform the following services: Become an expert with PWB's standard processes and operating procedures. Professionally and courteously answer the incoming customer phone requests for all building related services to include electrical, HVAC, plumbing, and custodial (service calls). Input the data from the phone requests into the Computerized Maintenance Management System (CMMS), Micro Main MS 2000. For emergencies, contact appropriate personnel by page, cell phone or radio. Receive requests for service input by customers via the NIH Intranet and accept into the CMMS. Professionally and courteously answer requests for information on any work request in the system using any or all of the following information: work request number, customer name, customer phone number or customer location. Change status and/or sub status of work requests when transferred to another Section with the Public Works Branch (6 Sections, up to three transfers per work request). Input man-hours against work requests and complete the work requests. This will include service calls and preventive maintenance work requests. Close all work requests completed that day between 5:00 p.m. and 6:00 p.m. using standard close out procedure. This will include service calls and preventive maintenance work requests. Monitor building automation (Siemens) and freezer (Rees) for alarms and notify appropriate PWB personnel per PWB SOP when alarms are activated, 24 hours per day, 7 days per week. Run standard reports on a daily, weekly and monthly basis. The workload on annual basis will include 75,000 to 100,000 service calls and approximately 60,000 preventive maintenance work requests. During Monday through Friday there will be approximately 300 calls between 6 a.m. and 6 p.m. with the heaviest volumes between 7:00 a.m. and 9:00 a.m. in the morning and 2:00 p.m. and 4:00 p.m. in the afternoon. Between 6p.m. and 6 a.m., there will be approximately 10 calls. On the weekend, there will be 10 to 15 calls on Saturday and Sunday, primarily between 6:00 a.m. and 6:00 p.m. The government will provide appropriate space, computers, telephones, radio base station and access to appropriate software. Contractor personnel may be required to park on a satellite NIH parking lot and take the shuttle bus to the NIH Main Campus or take the METRO to the NIH Main Campus. Work location is a five-minute walk from the METRO. The NIH Main Campus is located at 9000 Rockville Pike, Bethesda, Maryland 20892. The contract format will be a Performance Based Service Contract with one base year and four option years. This is not a solicitation announcement and no solicitation is currently available. All interesting parties must submit a Statement of Capabilities in writing by the close of business on May 14, 2001 to: Building 13/Room 1S07, 9000 Rockville Pike, Bethesda, Maryland 20892. Telephone responses will not be accepted. See Number Note 26

Record

Loren Data Corp. 20010501/RSOL013.HTM (W-117 SN50K5Q0)