SOURCES SOUGHT
D -- Enterprise Service Desk
- Notice Date
- 5/10/2011
- Notice Type
- Sources Sought
- NAICS
- 541513
— Computer Facilities Management Services
- Contracting Office
- Department of Labor, Office of the Assistant Secretary for Administration and Management, Procurement Services Center, S-4306 200 Constitution Avenue, NW, Washington, District of Columbia, 20210-0001, United States
- ZIP Code
- 20210-0001
- Solicitation Number
- DOL111RI21257
- Archive Date
- 6/8/2011
- Point of Contact
- Myla Gale, Phone: 2026934570
- E-Mail Address
-
gale.myla@dol.gov
(gale.myla@dol.gov)
- Small Business Set-Aside
- N/A
- Description
- Request for Information- Enterprise Service Desk for the U.S. Department of Labor RFI Number DOL111RI21257 Notice Type: Request for Information (RFI) Synopsis The United States Department of Labor (DOL) is conducting market research to determine feasibility for a potential procurement requirement. This is NOT a solicitation for proposals, proposal abstracts, or quotations. The purpose of this notice is to obtain information regarding the availability and capability of all qualified sources to provide DOL with an Enterprise Service Desk. The North American Industry Classification System (NAICS) code for this request is 541513. The small business size is $25 million. SMALL BUSINESSES ARE ENCOURAGED TO RESPOND. Include whether or not you are a small business; HUBZone small business; service-disabled, veteran-owned small businesses; 8(a) small business; women-owned small business; or small disadvantaged business in order to assist the government in determining the appropriate acquisition method, including whether a set-aside is possible. GENERAL PURPOSE 1.0 Purpose The purpose of this Request for Information is twofold: First to inform prospective vendors/integrators about the Department of Labor's need for modernized and agile Enterprise Service Desk support to serve a wide range of users and stakeholders throughout the Office of the Assistant Secretary for Administration and Management (OASAM) Employee Computer Network (ECN) user community, as well as supporting enterprise services for the entire Department. The focus is on providing the highest level of support service possible based on the Information Technology Infrastructure Library (ITIL) structure Version 3 and processes. Secondly, responses to this RFI will assist DOL in understanding potential solutions, functional capabilities and experience of vendor/integrator in fulfilling DOL requirements; and to solicit input from the vendor community on DOL's planned acquisition approach. Any information provided is strictly voluntary and will be provided at no cost to the Government. 1.1 Acquisition Approach The U.S. Department of Labor has not determined the acquisition approach. This market research will allow DOL to make an informed decision about how to proceed. RFI REQUIREMENTS 2.0 Company Overview Provide a brief description of your company, services, business size, business type, and point(s) of contact, including name, address, phone(s) and e-mail address. Please state whether your company is ISO 20000, ISO 9001, and CMMI certified. Certifications Yes/No Date of Certification ISO 20000 ISO 9001 CMMI 2.1 Enterprise Service Desk Contractor Requirements As a dynamic, high performance organization, DOL relies on Information Technology (IT) to empower our employees and achieve the Department of Labor's objectives. The importance of quality IT service management is critical as IT becomes more complex. Companies responding to this RFI must demonstrate the ability to staff the Service Desk with dynamically changing IT skills, based on rapid deployment of new technologies deployed throughout the Department of Labor. 2.2 Past Performance Experience The Department of Labor's Enterprise Service Desk encompasses Tiers 1 and 2, processes approximately 1,500 tickets (service and incident requests) per week from 3,500 primary users distributed across 10 separate sites, as well as some portion of the overall 17,000 employees. The Service Desk must have a positive, professional, and productive relationship with the other DOL technical and support teams and the user community. The Service Desk must have extensive experience in utilizing automated support tools to provide timely and efficient resolution of problems and incidents. Experience in providing cost effective remote, off hours support is also desired. The Enterprise Service Desk has five main goals: 1. Tier 1 - has a 100% total call ownership from inception to resolution 2. Tier 2 - must leverage a knowledge management database to resolve 90% (+) plus of incident and service support requests on first contact. 3. The Enterprise Service Desk must maintain a Customer Satisfaction level of 95% or higher 4. A minimum of 95% of all incident and service requests shall be resolved according to the targeted resolutions times 5. Leveraging automation and self-service to reduce the total number of incident and service support requests by 5% each year. Provide your company's capabilities in implementing and managing ITIL Version 3 Based Enterprise Service Desk of a similar size and scope as mentioned above. Provide three (3) ITIL Version 3 based Enterprise Service Desk past performances within the last three years, in which your company served as the prime contractor. Specify whether the Service Desk employees were all ITIL version certified and state their certification area. Contract Name Contract Number Title of Contract Value of Contract Government Point of Contact Name and Number Were you the Prime or Sub? Whether Prime or Sub, List of Partners Specific role, responsibility & deliverables Was the support based on ITIL v3 concepts? Was all staff ITIL v3 certified? INSTRUCTIONS AND RESPONSE GUIDELINES 3.0 Instructions and Response Guidelines The response must be specific to each of the RFI requirements, from 2.0 to 2.2, listed above to demonstrate that the respondent has the requisite skills and experience. Experience and past performance is requested of qualified, prime respondents only; partner or team member capabilities should not be included. Responses to this RFI shall not exceed 10 pages, and must be in narrative form and provide details on the vendor capabilities to meet each of to three requirement areas. Responses must be viewable with Microsoft Word 2003, and printable on 8.5" x 11" paper, must use 12 point font, the margins of each page should be at least ½ inch, and each page should contain a page number in the footer. This (RFI) is for information and planning purposes only and shall not be construed as a solicitation or as an obligation on the part of the Government to issue a Request for Proposal or award a contract. The Government does not intend to award a contract on the basis of responses nor otherwise pay for the preparation of any information submitted, for the vendor-sponsored demonstration or the Government's use of such information. Sources responding to this Sources Sought should submit the minimum information necessary for the Government to make a determination that the source is capable of satisfying the requirements. Acknowledgment of receipt of responses will not be made, nor will respondents be notified of the Government's evaluation of the information received. However, should such a requirement materialize, no basis for claims against the Government shall arise as a result of a response to this RFI or the Government's use of such information as either part of our evaluation process or in developing specifications for any subsequent requirement. Responses should be identified with DOL111RI21257, and are due no later than 3:00 P.M. (EST) on 24 May 2011. All interested parties must submit their responses via email to: Gale.Myla@dol.gov and Krist.Marisol@dol.gov. Questions regarding this RFI will NOT be entertained at this time. Telephone calls regarding this RFI will not be accepted. This sources sought notice is for planning purposes only and does not commit the government to pay for the information requested, issue a solicitation, or award a contract. No solicitation document exists at this time. Contracting Office Address: U.S. Department of Labor (DOL) OASAM Office of Procurement Services 200 Constitution Avenue, NW, Room S4307 Washington, District of Columbia 20210
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/DOL/OASAM/WashingtonDC/DOL111RI21257/listing.html)
- Place of Performance
- Address: U.S. Department of Labor, 200 Constitution Ave., N.W., Washington, District of Columbia, 20210, United States
- Zip Code: 20210
- Zip Code: 20210
- Record
- SN02444032-W 20110512/110510234533-52414bfaa88d09a2232986c7bab160ee (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
(may not be valid after Archive Date)
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