R -- HELP DESK SUPPORT SERVICES

Notice Date

December 28, 2001

Contracting Office

US Army Engineer District, Huntington-Civil Works, ATTN: CELRH-CT, 502 8th Street, Huntington, WV 25701-2070

ZIP Code

25701-2070

Solicitation Number

DACW69-SOURCES SOUGHT NOTICE

Response Due

January 22, 2002

Point of Contact

Karen Bozeman, , FAX

E-Mail Address

US Army Engineer District, Huntington-Civil Works (karenb@lrh.usace.army.mil)

Description

SOURCES SOUGHT TO PROVIDE HELP DESK SUPPORT SERVICES. Contracting Division, USACE, Huntington District, 502 8th Street, Huntington, WV 25701-2070 is conducting a Market Survey to identify small and small disadvantaged businesses with the capability perfo rming the Help Desk Services. The area of coverage for this contract will include all Districts and their remote project offices within the Great Lakes and Ohio River Division (CELRD) including the two Division Regional Headquarters located at Cincinnati, OH and Chicago, IL. The Distr icts headquarters within CELRD are located in Chicago, IL; Buffalo, NY; Detroit, MI; Pittsburgh, PA; Louisville, KY; Nashville, TN; and Huntington, WV. Contractor will demonstrate they have an existing network of field service technicians, which can servi ce approximately 200 locations located throughout Alabama, Georgia, Indiana, Illinois, Kentucky, Maryland, Michigan, New York, North Carolina, Ohio, Pennsylvania, Tennessee, Virginia, West Virginia, and Wisconsin. The entire CELRD Division is staffed with approximately 4,000 personnel. CONTRACTOR MUST DEMONSTRATE THEY ARE CURRENTLY PROVIDING SIMILAR SERVICES, to similarly sized Public, and/or Private Organizations. INITIALLY HUNTINGTON DISTRICT AND THE DIVISION OFFICE AT CINCINNATI ONLY REQUIRES THESE SERVICES OUTLINED, other CELRD District's may opt to join at a future date. The Huntington District has approximately 950 employees that use 1000 PCs, 50 Laptops, and 305 Printers. There are approximately 650 people in the District Office in Huntington and 300 people located at 55 field sites spread across Kentucky, Ohio, Kentuck y, Virginia, and West Virginia. PCs and Laptops are on a 3 year replacement cycle and consist mostly of Dell Dimension and Optiplex PCs and Latitude CPX and C600 Laptops. Printers are on a 5 to 7 year replacement cycle and consist mainly of Hewlett Packa rd (HP) Laser Printers (Series II, III, 4, 5, 6, 4000, 4500, 8000, and 8500) and low-end Deskjet and Inkjet printers. The Division Office at Cincinnati has approximately 100 employees that use about 60 PCs, 60 Laptops, and 15 Printers, and have the same replacement cycle. The Contractor shall provide non-personal, professional, performance-based services to LRD employees by establishing and maintaining a multi-tiered help desk providing comprehensive technical support and maintenance of Information Technology (IT) hardware and software resources. THE CONTRACTOR MUST DEMONSTRATE EXISTING SERVICES THAT SUPPORT A SIMILAR SIZE AND SCOPE SPECIFIED. The existing services shall provide for integrated support services and total call management with continuous improvement and levera ging of best practices. The Contractor shall have defined, measured, and managed service levels and customer satisfaction. The help desk will provide a single point of contact for all problems and service requests where District employees can call for help in using the technology resources that have been provided by the District while they perform their official duties. The h elp desk will also process calls related to services provide within the Information Management department. These could include but not limited to calls related to Telephones, Radios, IT security, Records, Forms, Audio/Video, Mail Room and Library. These calls will be routed to the appropriate Government contact, or their designated contractor. These calls will be documented, and tracked using the same methods described in the statement of work. The contractor will not be responsible for the call completi on service level agreement related to these services. CONTRACTOR MUST DEMONSTRATE AN ESTABLISHED PROCESS TO TRANSFER NON-IT HELP DESK RELATED CALLS to their designed provider using a friendly customer focused atmosphere. The required help desk services include: Help Desk Service will provide an Answer Call Service (ACS) (provided for all of coverage area), On-site Support Services (excluding On-site Network and Field dispatch services), and Administrative services. This will be a static monthly cost of providing services that are initially based on an average number of calls. THE CONTRACTOR MUST DEMONSTRATE THE EXISTENCE OF AN ESTABLISHED CALL CENTER, WITH CURRENT CAPABILITY TO HANDLE APPROXIMATELY 1,600 CALLS PER MONTH. The off-site Answer Call Service (ACS) will answer, log, and solve calls related to commercial-off-the-shelf (COTS) and Corps-owned software used in the District (see below for Huntington District Software Listing) and triaging hardware related calls. Que ue times for callers should not exceed 60 seconds with an abandon rate of less than 10 percent. Users can opt to leave voice mail, email, or submit a web request. Initial response to these submissions will not exceed 60 minutes. The Contractor will defi ne the number of personnel needed to provide services and that meet defined service levels. THE CONTRACTOR MUST DEMONSTRATE AN EXISTING ANSWER CALL SERVICE, WHICH IS CAPABLE TO MEET THE REQUIRED SERVICE LEVEL AGREEMENTS, AND ABOVE SPECIFICATIONS. In additional to the above Answer Call Service, the Contractor will define the number of additional full time or on-call personnel needed to provide services and that meet defined service levels for the following: On-Site Network Support Engineers based on per person per month. At a minimum Huntington will require one Network Support Engineer onsite full time. On-Site Support Engineers based on person per month. At a minimum both Huntington and Cincinnati will require one Support Engineer onsite full time. On-Site Field Support dispatched on a per call basis District's Field locations. This will be based on a per hour rate. CONTRACTOR MUST DEMONSTRATE AN EXISTING NETWORK OF FIELD DISPATCH TECHNICIANS STRATEGICALLY LOCATED TO MEET THE REQUIRED SERVICE LEVEL AGREEMENTS. Temporary On-Site Support based on a per hour rate, when requested by the Government, or as needed to maintain the required service level agreements. CONTRACTOR MUST DEMONSTRATE THE ABILITY TO QUICKLY ACQUIRE ADDITIONAL STAFFING. Subject Matter Expert Services based on a per hour rate. CONTRACTOR MUST DEMONSTRATE THE AVAILABILITY OF SUBJECT MATTER EXPERTS ON STAFF WITH EXPERIENCE, AND CERTIFICATIONS ON A WIDE VARIETY OF IT SYSTEMS. Provide detailed itemized receipts related to the reimbursement for the purchase of replacement parts required for equipment maintenance, mileage, and per diem expenses. After-Hours Support based on a per hour rate. On-site support services covering hardware and software support personnel fully supporting all COTS and Corps-owned software applications. On-site support services include: Repairing all IT equipment Plan and conduct preventive maintenance Provide LAN support services Call response for on-site support will be 4 hours for problems that impact a user's ability to work and 8 hours for less urgent calls. Call response is to further triage and schedule time for on-site support. Resolution times for high priority calls will be 8 to 16 hours. Less urgent calls will have a 16 to 32 Hours resolution time. Field Dispatch On-site support providing the same coverage as On-Site Support to District Field Sites on a dispatched, as needed basis. Call Response times will be from 4 to 8 hours. Call Resolution times will be 16 to 24 hours for high priority calls and 24 to 40 hours for lower priority calls. Services by a Subject Matter Expert such as a Microsoft Certified Systems Engineer (MCSE), Cisco certified Router Expert, or other expert for system planning or implementation or for solving complex technical support questions which go beyond the expertise of the off-site Answer Call or on-site support personnel. The type of expert needed will be defined on as needed basis. Administrative services that continually look for ways to improve help desk services and processes , reviews data for trends, populate a knowledge base for customers to get self-help, insures that service levels are met, and generates and provides needed reports. THE REMAINDER OF THIS MODIFICATION TO THE SOURCES SOUGHT NOTICE IS ON THE 2ND MODIFICATION.

Web Link

Army Single Face to Industry (http://acquisition.army.mil)

Record

Loren Data Corp. 20020101/RSOL003.HTM (D-362 SN516165)