R -- HELP DESK SERVICES

Notice Date

December 17, 2001

Contracting Office

US Army Engineer District, Huntington-Civil Works, ATTN: CELRH-CT, 502 8th Street, Huntington, WV 25701-2070

ZIP Code

25701-2070

Solicitation Number

DACW69-SOURCES SOUGHT NOTICE

Response Due

January 14, 2002

Point of Contact

Karen Bozeman, , FAX

E-Mail Address

US Army Engineer District, Huntington-Civil Works (karenb@lrh.usace.army.mil)

Description

SOURCES SOUGHT TO PROVIDE HELP DESK SERVICES Contracting Division, USACE, Huntington District, 502 8th Street, Huntington, West Virginia 25701-2070 is conducting a Market Survey to identify small and small disadvantaged businesses with the capability of performing the Help Desk services: The scope of work requires the Contractor to provide non-personal, professional, performance-based services to the Huntington District employees by establishing a multi-tired help desk providing comprehensive technical support and maintenance of Informatio n Technology (IT) Hardware and Software Resources. The Contractor shall have existing services that support a similar size and scope specified. The existing services shall provide for integrated support services and total call management with continuous improvement and leveraging of best practices. The Contractor shall have defined, measured, and managed service levels and customer satisfaction. The area for coverage of this contract will include all Districts and their remote projects offices within the Great Lakes and Ohio River Division (CELRD) including the two Division Regional Offices located at Cincinnati, Ohio and Chicago, Illinois. The Districts within CELRD are located in Chicago, Ill, Buffalo, NY, Detroit, MI, Pittsburgh, PA, Louisville, KY, Nashville, TN and Huntington, West Virginia. Initially Huntington District and Division Office at Cincinnati will need the services outlined. Hu ntington District is used as an example of the services required throughout this document. The Help Desk will provide a single point of contact for all problems and service requests where District Employees can call for help in using the technology resources that have been provided by the District while they perform their official duties. Exam ples of the Help Desk Services are: * An off-site Answer Call Service (ACS) for answering, logging, and solving call. * On-site support covering hardware and software support personnel fully supporting all COTS and Corps-owned software applications. * Resolving problems. * Configure and install software * Repair all computer related equipment * Plan and conduct preventative maintenance * Provide LAN support * Call response for on-site will be 4 hours for urgent user's need and 8 hours for less urgent calls * Resolution times for high priority calls will be 8 to 16 hours. * Field Dispatch on site supports 55 field sites located in West Virginia, Eastern Kentucky, Ohio and Virginia. * Administrative ways for continual improvements The above list is not all-inclusive, but is provided as examples of what types of services that shall be provided by the contractor. The Huntington District has approximately 950 employees that use 1000 PC's 50 laptops and 305 printers. There are approximately 650 people in the District Office and 300 people located at 55 field sites spread across West Virginia, Ohio, Kentucky, and Vir ginia. PC's and Laptops are on a 3-year replacement cycle. They consist mostly of Dell Dimension and Optiplex PC's and Latitude CPX and C600 Laptops. HP Laser Printer (Series II, III, 4, 5, 6, 4000,4500, 8000, and 8500) and low-end DeskJet and Inkjet pr inters. The Division Office at Cincinnati has approximately 100 employees that use about 60 PC's, 60 Laptops, and 15 Printers, and have the same replacement cycle and makes as Huntington District. The Answer Call Service will take around 15 calls a day or 300 calls per month. About 50% of all calls or 150 calls will be software related and answered by call service personnel. About 90 calls a month are related to problems requiring hardware maintenance support. About 25 calls are related to problems with the local network and about 25 calls a month are related to printing. Contractor employees are expected to have the following skills: * College degree or equivalent work experience * Strong problem -solving skills and decision making abi lity * Solid communication skills * Business maturity * Stone PC skills and knowledge of COTS software and LAN/WAN environments The contractor shall be required to maintain a database that contains all calls Made by District employees. The Contractor shall provide a web-based remote Showing a compilation of help desk calls based on a selectable data range Defaulting to current date minus the past 30 days. The Contractor shall provide detailed reports of replacement parts, Mileage, and Overtime Reports for each month. The Contractor shall be required to provide a monthly report showing the performance results for the month based on the metrics defined in Appendix C. The Districts Standard Software consists of: * MS Windows 2000 SP2 * MS Internet Explorer 5.5 SP 2 * Trend Micro Antivirus * MS Office XP Professional with Front-page * MS Outlook * Jet-form Form Filler 2.22 * Oracle Jinitiator 1.1.7.26 * Adobe Acrobat 5 * Symantec PC Anywhere 10 * Winsig 1.2 PCI (Board and No Board Checked) * ACDSee 4.0 * WinZip 8.0 (Evaluation Edition) * Quick Time 5.0 * Real Player * Windows Media Player * TS Census Client 1.3 (will be updated automatically) * Elron Web Inspection Client * EZ CD Creator 5.01 Basic ENGINEERING SOFTWARE * Micro-station (CADD Software) * Primavera Project Management CORPS LEGACY SOFTWARE * Corps of Engineers Financial Management System (CEFMS) * Project Management Information System (PROMIS) The purpose of this sources sought announcement is to assist the Contracting Officer in determining how this procurement will be advertised. Currently an 8(a) firm is performing similar type work. However, the scope of work has been significantly revised. A complete copy of the proposed statement of work will be provided upon request. All requests are to be submitted to ronaldv@lrh.usace.ar my.mil. In order to determine if small businesses can perform the revised scope of work, we are requesting that each small business provide a capability statement, past performance history of similar work, and other information. All documents shall be t ype written and faxed to Ronald Vest at 304-529-5738 or mailed to the aforementioned address by January 14, 2002. You may contact Mr. Vest at 304-529-5182 if you have questions about this announcement. If we receive no definite information that a small business can perform this work, this procurement will be advertised on an unrestricted basis. It is anticipated that a solicitation for these services will be issued in the near future.!!

Web Link

Army Single Face to Industry (http://acquisition.army.mil)

Record

Loren Data Corp. 20011219/RSOL013.HTM (D-351 SN5153N8)