MODIFICATION
R -- Help Desk Support Services
- Notice Date
- 12/28/2001
- Notice Type
- Modification
- 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
- 1/22/2002
- Archive Date
- 2/21/2002
- Point of Contact
- Karen Bozeman,
- E-Mail Address
-
Email your questions to US Army Engineer District, Huntington-Civil Works
(karenb@lrh.usace.army.mil)
- Small Business Set-Aside
- N/A
- Description
- NA THIS IS THE REMAINDER OF THE MODIFICATION TO THE ORIGINAL SOURCES SOUGHT NOTICE. The above list is not all-inclusive, but is provided as examples of what types of services that shall be immediately provided by the contractor. (1) A typical CELRD District has approximately 65% of it?s team members in the District Headquarters, and approximately 35% of it?s team members located in small field offices throughout the respected states. Staffing in a typical field office ranges fro m 5 to 50 team members. Most remote offices are located in small towns, and rural areas. PCs and Laptops are on average a 3 year replacement cycle and consist mostly Gartner Group Tier I and II vendors, most notable Dell, Compaq, and Micron. Printers a re on average a 5 to 7 year replacement cycle and consist mainly of Hewlett Packard Printers. (2) Approximately fifty percent of the calls or will be software related having the potential to be answered by Answer Call personnel. Approximately 65% of the software calls per month will be COTS related and 35% will be Corps-software questions (5) Of the calls that on-site support personnel will resolve, about 35% per month are software calls that Answer Call personnel could not resolve over the phone; about 50% of calls per month are related to problems requiring hardware maintenance support; about 10% per month are related to problems with the local area network; and about 5% per month is printing related. All help desk problems will be resolved to the satisfaction of the customer. Surveys will be conducted to measure the customer?s ?Overall Satisfaction?. The average industry customer satisfaction rating of 4.3 will be used as the initial customer satisfa ction metric for this contract. The contractor will be awarded a percentage above the monthly contract award for service level agreements exceeding Excellent. The contractor will be penalized a percentage below the monthly contract award for service level agreements below Good. The lev el above Excellent is Exceeded Expectations. The levels below Good are marginal- Needs Improvement, and Sub Marginal- Needs Significant Improvement. All contractor personnel are expected to have the following skills: College degree or equivalent work experience Strong problem-solving skills and decision-making ability Solid communication skills in English Strong customer relation skills Professional dress Business maturity And Strong PC skills and knowledge of COTS software and LAN/WAN environments. Industry recognized certifications Ability to obtain the equivalent of a secret clearance The contractor shall maintain a database that contains all calls made by District employees to the help desk. The contractor shall provide web-based remote showing a compilation of help desk calls based on a selectable date range. The Contractor shall provide detailed information about any replacement parts, mileage, or overtime used for the month. The Contracto r shall provide a monthly report showing the performance results for the month based per defined metrics. The below list is not all-inclusive, but is provided as examples of what types of COT software used. The government may opt to use this contract to provide ?Seat Management? services in the future. This would combine with the help desk service to provide an all inclusive comprehensive, integrated operations, and maintenance based on a single per month pe r seat charge. This will include providing services that outsource the acquisition, asset management, maintenance, deployment, support, monitoring, security, and technology refreshment of desktops, laptops, workstations, networks, telephones, servers, LAN /WAN equipment, COTS software, COTS software license tracking, and related desktop clients. These services will be provided within an agreed service level agreement, and technology refreshment cycle. CONTRACTOR MUST DEMONSTRATE THEY ARE PROVIDING SIMILAR ?SEAT MAN AGEMENT? SERVICES FOR EXISTING ORGANIZATIONS. Standard Software MS Windows 2000 SP2, MS Internet Explorer 5.5 SP2 and related security patches, TrendMicro Antivirus, Norton Antivirus, Mcafee Antivirus, MS Office XP Professional with Frontpage, MS Outlook, MS Exchange email, JetForm Formflow Filler 2.22, Oracle Jinitiat or 1.1.7.26, Adobe Acrobat 5, Symantec PCAnywhere 10, ACDSee 4.0, Winzip 8.0, QuickTime 5.0, Real Player, Windows Media Player, Tally Systems Census Client 1.3, Elron Web Inspector Client, EZ CD Creator 5.01 Basic, Bently Microstation, Primavera Project Ma nagement. Standard Systems/Vendors Dell, Hewlett Packard, Cabletron/Enterasys, Lucent Telephone, Nortel/Norstar Telephone, Cisco, Compaq, Sun Microsystems, Microsoft, Lotus, 3com The purpose of this modification to the sources sought announcement is to assist the Contracting Officer in determining how to advertise this procurement. Currently an 8(a) firm is performing similar type work. However, the scope of work has been signifi cantly revised. THIS ANNOUNCEMENT INCLUDES ALL AVAILABLE INFORMATION ON THIS PROCUREMENT. In order to determine if small businesses can perform the revised scope of work, we are requesting that each small business provide a capability statement, past per formance history of similar and other information. All documents shall be type written and faxed, mailed or emailed to Mary L. Newman at 304-529-5281, 502 8th Street, Huntington, WV 25701-2070, Mary.L.Newman@Lrh01.usace.army.mil, by January 22, 2002. Qu estions should be referred to Mary Newman at (304) 529-5228. If there is no definite information received that a small business can perform this work, this procurement will be advertised on an unrestricted bases. It is anticipated that a solicitation for these services will be issued in the near future.
- Web Link
-
- Army Single Face to Industry
(http://acquisition.army.mil)
- Place of Performance
- Address: US Army Engineer District, Huntington-Civil Works ATTN: CELRH-CT, 502 8th Street Huntington WV
- Zip Code: 25701-2070
- Country: US
- Record
- SN20011230/00010451-011229090300 (fbodaily.com)
- Army Single Face to Industry
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