SOLICITATION NOTICE
R -- National Business Center - Customer Support Center Services
- Notice Date
- 3/10/2011
- Notice Type
- Presolicitation
- Contracting Office
- NBC - Acquisition Services Directorate 381 Elden Street, Suite 4000 Herndon VA 20170
- ZIP Code
- 20170
- Solicitation Number
- D11PC18955
- Response Due
- 3/17/2011
- Archive Date
- 3/9/2012
- Point of Contact
- Felix Diaz Contracting Officer 7039643626 felix.diaz@aqd.nbc.gov;
- E-Mail Address
-
Point of Contact above, or if none listed, contact the IDEAS EC HELP DESK for assistance
(EC_helpdesk@NBC.GOV)
- Small Business Set-Aside
- Competitive 8(a)
- Description
- This requirement is being conducted using competitive 8(a) set-aside procedures in accordance with FAR Part 19.805-1. The Department of the Interior (DOI), National Business Center (NBC), Customer Support Center (CSC) is a leading provider and partner of Federal Agencies for delivering high quality and efficient, customer service on multiple software applications and IT infrastructure support, in order to consistently exceed the expectations of our clients. The CSC is responsible for supporting over 300,000 users across the Department of the Interior, National Business Center, Office of the Secretary (OS) and external federal agencies. The organization produces an average of 13,000 service tickets per month across 2 sites (Denver, Colorado & Herndon, Virginia). Services span across the Information Technology (IT), Human Resources (HR), Finance (FM) and other business support functions, in addition to newly adopted technologies within the NBC. The Department of the Interior (DOI), National Business Center (NBC), Acquisition Services Directorate (AQD), intends to solicit qualified 8(a) vendors to submit responses to a Request for Proposal (RFP). This requirement seeks contractor support for Tier I Service Desk functions and activities necessary to provide a full range of Information Technology (IT), Human Resource (HR), and Financial Management (FM) support services for the NBC Customer Support Center (CSC); and Tier I Service Desk, IT support services for the DOI Office of the Secretary (DOI OS) service desk. Currently, the CSC is comprised of two main contact centers providing support for IT, FM and HR support functions. The IT and FM Service Desks reside in Herndon, VA and Denver, CO. The HR Service Desk currently resides in Denver, CO. Each contact center has trained staff to handle its specific contact types with minimal cross-training. In terms of reporting and tracking systems, NBC utilizes BMC Remedy as the incident management system and Alcatel Genesys system for the call distribution platform. Calls are load balanced across sites at this time for specific services. Additionally, the DOI OS is currently considering implementing its own service desk to support its IT Service Desk/Tier 1 services. At this time, DOI OS does not have its own help desk. The estimated period of performance for this effort will consist of a one (1) year base period, with 4 one (1) year option periods. It is anticipated that a single IDIQ contract will be awarded as a result of the solicitation. The task orders issued against this contract will be performance based and priced on a firm-fixed and/or time and materials basis. Specific performance metrics will be provided at the task order level. In accordance with FAR Parts 12 and 15, the Government intends to award this IDIQ contract to the eligible, 8(a) offeror whose proposal represents the best value considering price and technical factors. The RFP for this effort, D11PC18955, will be available on FedBizOpps.gov (FBO) on or about 18 MARCH 2011 and responses will be due approximately 30 calendar days thereafter. If interested in this requirement, your firm is required to review the solicitations terms and conditions, requirements, and must respond by the exact RFP closing date and time. All responsible 8(a) firms may submit a proposal which shall be considered by the agency. Potential offerors are responsible for monitoring the FBO website for the release of the solicitation package. The NAICS code for this requirement is 541519, Other Computer Related Services with a small business size standard of $25M. Please direct any questions regarding this notice to Mr. Felix Diaz at Felix.Diaz@aqd.nbc.gov no later than March 17, 2011. All questions pertaining to this presolicitation notice must be submitted electronically.
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/notices/7760af3c9cc6702db0e15b8be97ab02f)
- Place of Performance
- Address: Herndon, VA & Denver, CO
- Zip Code: 20170
- Zip Code: 20170
- Record
- SN02397399-W 20110312/110310234047-7760af3c9cc6702db0e15b8be97ab02f (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
(may not be valid after Archive Date)
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