SD-2_PEPFAR Help Desk Tickets by Support Brand-1 January 2021-15 June 2023.xlsx

This spreadsheet contains help desk ticket data for the PEPFAR program from January 2021 through June 2023. It lists the number of tickets created each day for a variety of PEPFAR initiatives including the SharePoint site, Virtual Academy, and various Panorama functions. The ticket volume varies widely by program area and over time. This data could help evaluate help desk staffing needs and identify areas frequently requiring user support.

The federal contract opportunity is a request for proposals from the Department of State to provide data and systems support services in support of PEPFAR programs on an indefinite delivery/indefinite quantity contract. Services sought include help desk support, data management, and technical assistance for systems like Panorama and the SharePoint site. The period of performance is one base year with four option years. Proposals are due by April 15, 2019 and the contract is expected to be awarded by July 2019. Small businesses, veteran-owned small businesses, service-disabled veteran-owned small businesses, HUBZone small businesses, small disadvantaged businesses, and women-owned small businesses are encouraged to respond. The incumbent contractor was not identified.