SOURCES SOUGHT
R -- License Renewal and Technical Support for the Laboratory Information System (LIS) - Table
- Notice Date
- 11/19/2012
- Notice Type
- Sources Sought
- NAICS
- 511210
— Software Publishers
- Contracting Office
- Department of Health and Human Services, National Institutes of Health, Clinical Center/Office of Purchasing & Contracts, 6707 Democracy Blvd, Suite 106, MSC 5480, Bethesda, Maryland, 20892-5480
- ZIP Code
- 20892-5480
- Solicitation Number
- POTS13-000877
- Archive Date
- 12/19/2012
- Point of Contact
- Rieka Plugge, Phone: 301-496-1199, Julius Y Tidwell, Phone: 301-496-0101
- E-Mail Address
-
rieka.plugge@nih.gov, jtidwell@cc.nih.gov
(rieka.plugge@nih.gov, jtidwell@cc.nih.gov)
- Small Business Set-Aside
- N/A
- Description
- Soft License Renewal and Technical Support Items The National Institutes of Health, Clinical Center is conducting a sources sought/market survey to help determine the availability and technical capability of qualified small businesses, women-owned small businesses, veteran-owned small businesses, service disabled veteran-owned small businesses and/or HUBZONE small businesses capable of serving the needs mentioned below. This sources sought/market survey announcement is not a request for proposals and the Government is not committed to award a contract pursuant to this announcement. The information from this market research is for planning purposes only and will assist the Government in planning its acquisition strategy. This is strictly market research and the Government will not entertain questions concerning this market research. The Government will not pay for any costs incurred in the preparation of information for responding to this sources sought/market survey. The Clinical Center at the National Institutes of Health has a requirement to provide the Department of Clinical Research Informatics with license renewal and technical support for the Laboratory Information system (LIS), for a fixed-price Indefinite Delivery, Indefinite Quantity (IDIQ) Task/Delivery Order type contract, and will include one twelve month base period, with four twelve (12) month options to extend the effective period of the contract. The applicable North American Industrial Classification System (NAICS) code is 511210 (small business size standard is $25 million dollars). The vendor is to provide Soft license renewal and technical support for the items listed (see attached table). The contactor providing the services must have the requisite experience in maintaining and supporting these systems, including but not limited to providing software patches, fixes, troubleshooting/resolution of systems performance problems, etc. Information sent in capability statements should be directly relevant and specific to this requirement. Other requirements include but not limited to the following: Requirements Documented service levels are important in setting customer expectations and staff performance for the Services provided by the support center. The documented service levels define the: • Level of responsiveness that customers can expect based upon case severity • Target timeframes for resolution • Level of responsiveness for non-technical issues • The support center will set customer expectations for service level commitments via electronic acknowledgement when the Clinical Center creates a new trouble ticket or responds to a request for additional information or testing related to an open trouble ticket. General Communication • The support staff will respond to requests via E-mail within one business day for normal business week • Voice mail by the close of business for all messages received before 12 noon EST, messages received after 12 noon EST will be returned by mid-day of the next business day Trouble Ticket Acknowledgement The vendor trouble ticket system will generate an automatic response providing the Clinical Center with the following information • Hours for which support is offered • Response time related to urgency level • Expected reply time after any client entry of new information • Predicted resolution time Telephone Response to Technical Request for Service The support staff will respond to client trouble ticket support phone calls by • Total hold time will be kept under 3 minutes • Calls will be routed to a support analyst within 5 minutes • Requests to speak with a Customer Service Representative (CSR) will be returned within 2 hours in the event that the CSR is not immediately available Requests for Technical Assistance Acknowledgement The initial acknowledgement is to inform the Clinical Center that the call has been received, to request additional information as appropriate and to begin the initial evaluation of the issue Periodic Updates The contractor will provide the Clinical Center with a status update for each of their tasks on a timely basis. Providing this information will minimize the need for the client to call requesting information Service Level Guidelines The schedule for the update will be determined by the urgency level of the task. The support staff shall provide the client with the following minimum information with each regularly scheduled update. • The current status of the task • The next planned action • Date scheduled to be worked on • Next scheduled update • LIS Administrator can review this information through the Client Internet Access Web Site. Establishing Priority Levels During the course of investigation into an issue, the CSR may determine that an issues needs to be escalated to a programmer for resolution. In this event, the CSR and the LIS Administrator mutually assign a priority to the issue based on its urgency, and establish dates by which a solution is needed. Response Guidelines The support staff will respond to Clinical Center trouble tickets and requests for services according to the following guidelines: Emergency: Acknowledgement within 30 minutes A voice mail notification is sent to all Executive and Operational Managers advising them of the status of the system. Status Update every 60 minutes unless requested otherwise Evaluated for escalation every 2 hours if un-resolved Target Resolution Time within 1 calendar day Urgent: Acknowledgement within 60 minutes Status update every 2 hours unless requested otherwise Evaluated for escalation every 2 hours if un-resolved Target Resolution Time within 2 calendar days Priority: Acknowledgement within 2 hours Status Update every 2 days Evaluated for escalation every 2 days if unresolved Target Resolution Time within 4 business days Routine: Acknowledgement within 1day Status update weekly (Mon to Fri) Evaluated for escalation every 4 days if unresolved Target Resolution Time within 10 business days Scheduled: Acknowledgement on day created Status Update confirmation of delivery within 3 days Service Level Guidelines Evaluated for escalation if unconfirmed within 3 days Status Update every 2 weeks till delivery date Evaluated for escalation if not reconfirmed every 2 weeks till delivery date Business Deliverables The support staff shall respond to client requests for contractual deliverables according to the following guidelines: • Software Change Request - quote delivered within 2 weeks • Requests for Quotes for - quote delivered within • Instrument interfaces (actual delivery as a scheduled request) • 1 week for currently available interfaces • 3 weeks for interfaces to be developed • Foreign System Interfaces (actual delivery as a scheduled request) • 2 weeks for currently available interfaces • 4 weeks after receipt of vendor specifications for interfaces to be developed • New CPU configuration and evaluations - 4 weeks after receipt of questionnaire • Add-on software modules - 4 weeks after receipt of questionnaire • Annual Budget Submission delivered 1 month before budget submission The vendor responses must demonstrate their expertise/experience in providing the services described above. Please note that failure to specifically demonstrate capability to provide the required services in your response to this sources sought/market survey may affect the Government's review of industry's ability to perform these services. The vendor's response shall be in sufficient detail to allow the Government to assess the capability of your firm. The vendor response shall also include any other specific and relevant information related to the requirements of this project that will enable the Government to determine the capabilities of the company to perform the specialized requirements described in this synopsis. Interested organizations must demonstrate and document in any response submitted, to this sources sought/market survey extensive experience with and the ability to perform all of the specialized requirements elsewhere described. This notice is a market survey and is for information and planning purposes only and does not commit the Government to any contractual agreement. THIS IS NOT A REQUEST FOR PROPOSALS. The Government will not award a Purchase Order or Contract based upon Vendor responses to this announcement. The Government shall not assume any costs for preparing or submitting any information in response to the sources sought/market survey or the Government's use of the information. Any proprietary information should be clearly identified as "Proprietary Information." Vendors must send written capability responses by 9:00 AM, December 4, 2012 to the Contract Specialist at the following e-mail address: rieka.plugge@nih.gov. For any questions, please contact the Contract Specialist - Ms. Rieka Plugge at (301) 496-1199. Contracting Office Address: 6707 Democracy Blvd, Suite 106, MSC 5480 Bethesda, Maryland 20892-5480
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/HHS/NIH/CCOPC/POTS13-000877/listing.html)
- Place of Performance
- Address: NIH Clinical Center, Bethesda, Maryland, 20892, United States
- Zip Code: 20892
- Zip Code: 20892
- Record
- SN02933575-W 20121121/121119234322-6fd6185d83157815a77e1d3d2c6e2815 (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
(may not be valid after Archive Date)
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