DLA Administrative Support Center (DASC), Office of Contracting (DASC-CP), 8725 John J. Kingman Rd., Suite 0119, Ft. Belvoir, VA 22060-6220

70 -- INSTALLATION AND TRAINING OF HEAT SOFTWARE POC Ms. Wendy R. Johnson, (703) 767-1177, Contract Specialist, Patrick J. Kennedy, (703) 767-1166, Contracting Officer 70 -- The DLA Administrative Support Center intends to award on a sole source basis a purchase order to Bendata Corporation, 1125 Kelly Johnson Blvd., Suite 100, Colorado Springs, CO., for on-site services at the Defense Commissary Agency. HEAT is a proprietary software furnished by Bendata. Bendata is therefore, the only source for support of this product. Currently, DeCA is operating one main help desk operations and tools be merged into a centralized help desk facility. HEAT, is the central help desk tool, which is currently operational at DeCA headquarters. The contractor will provide such advise to DeCA as necessary to enable DeCA managers to provide a quality help desk to sers of the agency's information technology. DeCA requires a contractor to revew the various help desk scenarios in place now and develop and implement a strategy to facilitate operation of a single help desk from multiple sites. The strategy must accommodate the different requirements for screens designs and data reporting at each help desk site and must produce user-friendly customer inquiry capability. Use of DeCA's wide area network will be made to accomplish remote access to a central data base. The design must ensure that balance is maintained between network capacity and demand. The contractor will use the facilities of HEAT to design test and implement between network capacity and demand. The contractor will use the facilities of HEAT to design test and implement data input screens and trouble call reports. Additionally, management reports regarding both the progress of calls through the resolution cycle and the productivity of personnel at the help desk is required. The contractor will perform analysis of trouble call flow into the help desk and map help desk processes. HEAT screens will be designed to facilitate each call flow and process. Based on process analysis, the contractor design features within HEAT and demonstrate the features to the government. Contractor is required to install the latest version of HEAT on aserver and to establish the HEAT system administrator training for the client/server that HEAT functions are correctly accomplished for all users, both local and remote. The contractor will analyze and reconfigure, if necessary, DeCA's current server platform to ensure maximum and ptimal use of HEAT products. The contractor will accomplish documentation of all HEAT installation procedures. The contractor will provide classroom training to DeCA personnel responsible for installing, designing maintaining and implementing the HEAT system. The training must include the use of the HEAT knowledge base to resolve and close trouble tickets quickly. The training will include hands-on experience in customizing the DeCA HEAT system to meet specific environmental needs. Also, the training will include techniques for maintaining the HEAT database, importing and exporting data, setting security rights, puring call records, and setting system defaults. This notice of intent is not a Request for Quotation. No telephone inquiries/responses will be accepted. All responses must be received within 3 days of the date of publication of this synopsis. All responses must contain sufficient technical information to enable an evaluation of ability to perform this requirement. Interested parties may respond in writing to the DLA Administrative Support Center, Office of Contracting (DASC-CPC), ATTN: Wendy R. Johnson, 8725 John J. Kingman Road, 0119, Ft. Belvoir, VA 22060-6220. (0043)

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