SOURCES SOUGHT
D -- NIST Customer Care and Service Desk Services - Draft Statement of Work
- Notice Date
- 12/15/2016
- Notice Type
- Sources Sought
- NAICS
- 541513
— Computer Facilities Management Services
- Contracting Office
- Department of Commerce, National Institute of Standards and Technology (NIST), Acquisition Management Division, 100 Bureau Drive, Building 301, Room B130, Gaithersburg, Maryland, 20899-1410, United States
- ZIP Code
- 20899-1410
- Solicitation Number
- AMDTC-17-0004
- Archive Date
- 1/19/2017
- Point of Contact
- Hing Pan Wong,
- E-Mail Address
-
Hnw6@nist.gov
(Hnw6@nist.gov)
- Small Business Set-Aside
- N/A
- Description
- NIST Customer Care and Service Desk Services - Draft Statement of Work This is a Sources Sought Notice ONLY. Requests for copies of a solicitation will not receive a response. This Notice is for planning purposes only and is not a Request for Proposal or Request for Quotation or an obligation on the part of the National Institute of Standards and Technology (NIST) for conducting a follow-on acquisition. NIST does not intend to award a contract on the basis of this Notice, or otherwise pay for the information requested. No entitlement or payment of direct or indirect costs or charges by NIST will arise as a result of submission of responses to this Notice and NIST use of such information. NIST recognizes that proprietary components, interfaces and equipment, and clearly mark restricted or proprietary components, interfaces and equipment, and clearly mark restricted or proprietary data and present it as an addendum to the non-restricted/non-proprietary information. In the absence of such identification, NIST will assume to have unlimited rights to all technical data in the information paper. NO SOLICITATION DOCUMENTS EXIST AT THIS TIME. Background: The mission of the Office of Information Systems Management (OISM) is to strengthen NIST programs through the effective, efficient and secure utilization of Information Technology (IT). OISM is divided into technology-aligned divisions across two sites (Gaithersburg, MD and Boulder, CO). The Customer Access and Support Division (CASD) is the customer facing, single point of contact between OISM IT service providers and end users on a day-to-day basis. CASD serves as a center of excellence to ensure service management best practices are leveraged across OISM and has adopted the Information Technology Infrastructure Library (ITIL) Service Management framework for the delivery of information technology services. The CASD has provided premier IT service desk support services as the Information Technology Assistance Center (iTAC) for 14 years. Recently, the Customer Interaction Center (CIC), which supports NIST Financial and Administrative systems to NIST and other Department of Commerce (DoC) agencies has joined the CASD. The mission of the two service desks is to cultivate positive customer experience with each contact, which has resulted in a valued reputation. NIST is seeking information on contractors who can provide Service desk customer support services. Please see the attached Statement of Work(SOW) for more details. Interested parties shall describe the capabilities of their organization as it relates to the services described above and in consideration of the detailed requirement's and environment provided in the SOW. NIST anticipates issuing a Request for Quotation in the second quarter of FY2017, and awarding a contract no later than the third or fourth quarter of FY2017. NIST is seeking responses from all responsible sources, including large and small businesses. The small business size standard associated with the NAICS code for this effort, 541513, is $27.5 Million. Please include your company's size classification and socio-economic status in any response to this notice. After results of this market research are obtained and analyzed, NIST may conduct a competitive procurement and subsequently award a contract. Companies that can provide such services are requested to email a written response describing their abilities to hingpan.wong@nist.gov no later than the response date for this sources sought notice. The following information is requested to be provided as part of the response to this sources sought notice: 1.Name, Address, DUNS number, CAGE code, and point of contact information of your company. 2.Any information on the company's small business certifications, if applicable. 3.Description of your company's capabilities as they relate to the services described in this notice. 4.A description of your company's previous experience providing the services described in this notice. 5.Indication of whether the services described in this notice are currently offered via your company's GSA Federal Supply Schedule (FSS) contracts, Government-wide Acquisition Contracts (GWACs), or other existing Government-wide contract vehicles; and, if so, the contract number(s) for those vehicles. 6.Any other relevant information that is not listed above which the Government should consider in finalizing its market research. Responses are limited to a total of five (5) pages. The responses must be in MS Word format. Pages shall be 8½-inch x 11-inch, using Times New Roman 11 Point Font. Each page shall have adequate margins on each side (at least one inch) of the page. Header/footer information (which does not include any information to be analyzed) may be included in the 1" margin space. Responses shall: •Not include resumes •Provide the number of employees in your company who holds a HDI Support Center or similar certifications and list the certifications. •Provide two examples demonstrating how customer service is part of your company culture. •Provide two examples demonstrating how your company implemented proven service desk practices resulting in increased customer satisfaction and/or productivity. •Provide methods used previously by your company to determine staffing levels to provide service desk support and methods used to validate the staffing level implemented.
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/DOC/NIST/AcAsD/AMDTC-17-0004/listing.html)
- Place of Performance
- Address: 100 Bureau Drive, Gaithersburg, Maryland, 20899, United States
- Zip Code: 20899
- Zip Code: 20899
- Record
- SN04353259-W 20161217/161215234848-96ce680837601eef489c53ec7e3dd300 (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
(may not be valid after Archive Date)
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