Loren Data's SAM Daily™

FBO DAILY ISSUE OF JUNE 26, 2004 FBO #0943
SOURCES SOUGHT

70 -- SSA is Seeking Sources Capable of Providing Software to Implement a Knowledge Base

Notice Date

6/24/2004
 

Notice Type

Sources Sought
 

NAICS

443120 — Computer and Software Stores
 

Contracting Office

Social Security Administration, Deputy Commissioner for Finance, Assessment and Management, Office of Acquisition and Grants, 1710 Gwynn Oak Avenue, Baltimore, MD, 21207-5279
 

ZIP Code

21207-5279
 

Solicitation Number

Reference-Number-SSA-RFI-KNOWLEDGE
 

Response Due

7/9/2004
 

Archive Date

7/24/2004
 

Point of Contact

Cynthia Spencer, Contract Specialist, Phone 4109653369, Fax 4109659560, - Cynthia Spencer, Contract Specialist, Phone 4109653369, Fax 4109659560,
 

E-Mail Address

cynthia.spencer@ssa.gov, cynthia.spencer@ssa.gov
 

Description

This is a REQUEST FOR INFORMATION. The Social Security Administration (SSA) currently uses Peregrine ServiceCenter software for problem management and is now is seeking sources capable of providing software to implement a knowledge base. The software must be Web-Based, integrate with Peregrine ServiceCenter and have the following features: 1)Provide a user-friendly interface with that requires minimal training; 2)Search using natural text and Boolean formulas; 3)Search the knowledgebase through the use of category codes; 4)Perform advanced searches. For example, perform an additional search using the initial search results, search within a search, etc.;5)Provide for a minimum of 4 hierarchical levels of category codes; 6)Automatically populate ServiceCenter problem management ticket with solution from Knowledge Base; 7)Provide the capability to use fill-in-the-blank forms to insure all information is collected and imported into ServiceCenter; 8)Provide the capability for users on a self-help site to automatically open a ticket in ServiceCenter; 9)Provide for call resolution text or a URL; 10)Provide a URL the customer can access and search for Solutions; 11)Provide enhanced or different information to different groups of end users; 12)Enter knowledgebase solution articles or modifications from within the application; 13)Have both a spell check and thesaurus for checking knowledgebase articles; 14)Have the capability to incorporate standard HTML hyperlinks into the solutions; 15)Allow for a proposed solution status prior to being moved into knowledgebase production; 16)A GUI/WYSIWYG interface for adding and maintaining knowledgebase solutions; 17)An administrator customizable GUI/WYSIWYG interface; 18)Allow for solution approval before being updated in the knowledgebase; 19)Create a solution identifier 20)Allow for easy creation of custom fields in the knowledgebase and the capability to search by those custom fields; 21)Creation and storage of knowledgebase content in various formats, i.e.: text, graphics, video, HTML, etc.; 22)Store images and documents in a database or directory; 23)Provide the capability to set a review date on knowledge entries; 24)Allow for groups to control their own set of knowledge entries; 25)Allow for specific fix agents to administer their own specific knowledge; 26)Allow solution update approval by the solution owners; 27)Built-in survey functionality for surveying consumers about their on-line experience; 28)Provide the capability to search for duplicate or similar solutions; 29)Authenticate to Microsoft Active Directory; 30)Provide the capability to set required fields for self service; 31)Allow users to promote case resolutions to the knowledgebase; 32)Require solution approval before being updated in the knowledgebase; 33)Reporting on solution fields and usage; 34)Show knowledgebase usage in comparison to ServiceCenter tickets created; 35)Reporting must be customizable and support an industry standard RDBMS; and, 36)Taxonomy/metadata capable. Section 508 Compliancy: Interested vendors must provide verifiable proof in sufficient detail to demonstrate their ability to meet the Agency?s requirement, see URL site http://www.ssa.gov/oag/acq/oagacq_508.htm. Respondents should indicate whether their software is available on GSA Federal Supply Schedules or any other Government-wide Agency Contract (GWAC). This is not a request for proposal and the Government does not intend to pay for information submitted. Respondents will not be notified of any evaluated results from the data received. No contract award will be made on the basis or responses received; however, this information will be used in SSA?s assessment of capable sources. Electronic responses only must be submitted by July 9, 2004. Faxed information will not be permitted. Requests for copies of a solicitation will not be honored or acknowledged. NO FORMAL SOLICITATION IS BEING ISSUED AT THIS TIME. The size limitation for email attachments is 5 megabytes. MS Word 2002 is the standard word processing software. Respondents should refer to SSA-RFI-KNOWLEDGE.
 

Place of Performance

Address: National Computer Center, 6201 Security Blvd., Baltimore, MD

Zip Code: 21235

Country: US
 

Record

SN00609859-W 20040626/040624212726 (fbodaily.com)
 

Source

FedBizOpps.gov Link to This Notice
(may not be valid after Archive Date)

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