Enclosure34_Help Desk Call Volume (formerly App C).pdf
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This appendix from the Business Process Automation Systems (BPAS) ITS SPS document provides a help desk call volume analysis for selected IT products. The document includes a graph showing monthly incident volumes across different systems, highlighting that some products are not listed due to no recorded incidents or being in pre-production. The data is specifically designed to give non-incumbent offerors insight into historical support needs, with a notable example being EMS incidents peaking during the Annual Financial Disclosure period from January through February. The graph breaks down incidents by queue, including Appian Platform Support, CSS Support, NRDS Support Administrators, EMS Support Administrators, PARS, and Shared Product Review Tool (SPRT), allowing potential contractors to understand the typical support workload across different systems and months.
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BPAS
Business Process Automation Systems ITS SPS
C-1 April 30, 2024 Version 1.1
Appendix C Help Desk Call Volume for Selected Products
To provide insight into the volume of incidents reported to the OCC Help Desk for platforms and products in scope, this appendix summarizes, by month and system, the incidents recorded recently. In some cases, the products are not listed in the table below because either no incidents have been received to date (e.g., Strategy Tracker) or the product is not in use by end users in production yet. Also, any incidents related to functionality for a Product on the Shared Appian infrastructure are addressed by the Appian system administrators, as only resources within this group have access to production data and processes. This data is provided to allow non-incumbent offerors an opportunity to understand historical support needs. For example, the graph shows that the number of EMS incidents are at peak during the Annual Financial Disclosure period, which runs from January through February. However, future support needs do not correspond exactly to historical data or the actual effort a Contractor may need to expend.
Table C–1 Help Desk Call Volume
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