J-5_-_Historical_Metrics_and_Monthly_Snapshot.pdf
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- Attached to
- Enterprise IT Shared Services (EITSS)
- Solicitation number
- 693JK419R500005
About this file
This document provides details for two Requests for Proposals for an Enterprise IT Shared Services contract opportunity with the Department of Transportation. The solicitation seeks proposals for contract support for the DOT Common Operating Environment, which provides infrastructure and standard operations support. Proposals will be collected in person only on January 8, 2019 between 10:00 am and 3:00 pm Eastern Time at DOT Headquarters. Offerors must submit twenty thumb drives each containing the Technical Volume and Business Volume of their proposal in a sealed envelope including company name and point of contact. The requirement has a NAICS code of 541513 with a $27.5 million business size standard. An unrestricted solicitation is open to all businesses, while a small business set-aside requires the small business prime to perform 51% of effort.
J-5 - Historical Metrics and Monthly Snapshot
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Service Center (as supported by the COE today, does not include Modal intake expected by end of 2018)
Number of users supported 12,944
Call Handle Time 6:01
Number of service desk contacts and requests per month 13,500
Number of telephone service requests per month 255
Telephone service tasks completed by month
Work order completed per month (Task) 255 work orders and 525 tasks per month
Operator calls answered by an agent per month 4,000 calls per month
Handling of conference calls per month 420 conference calls per month
Messaging & Directory Services (Includes Email and Mobile Device management)
Average Number of Incidents Resolved Monthly (approximate) 200
Average Number of Change Tasks and Service Request Tasks Completed Monthly (approximate)
CRQ Tasks Monthly Average: 3 SRM Tasks Monthly Average: 353
Network Management and Administrative Support (as supported by the COE today, does not include Modal intake expected by end of 2018)
Average Number of Incidents Resolved Monthly (approximate)
Average Number of Change Tasks and Service Request Tasks Completed Monthly (approximate)
CRQ Tasks Monthly Average: 6
SRM Tasks Monthly Average: 0
Desktop Services (as supported by the COE today, does not include Modal intake expected by end of 2018)
Number of incidents per month 1082
Number of IMACs per month 250
Server Engineering Support (as supported by the COE today, does not include Modal intake expected by end of 2018)
Average Number of Incidents Resolved Monthly (approximate) 330
Average Number of Change Tasks and Service Request Tasks Completed Monthly (approximate)
CRQ Tasks Monthly Average: 30
SRM Tasks Monthly Average: 15
Storage Engineering Support (as supported by the COE today, does not include Modal intake expected by end of 2018)
Average Number of Incidents Resolved Monthly (approximate) 50
Average Number of Change Tasks and Service Request Tasks Completed Monthly (approximate)
CRQ Tasks Monthly Average: 4
SRM Tasks Monthly Average: 0
Security Operations Support (as supported by the COE today, does not include Modal intake expected by end of 2018)
Average Number of Incidents Resolved Monthly (approximate) 80
Average Number of Change Tasks and Service Request Tasks Completed Monthly (approximate)
CRQ Tasks Monthly Average: 1
SRM Tasks Monthly Average: 0
Asset Management Support (as supported by the COE today, does not include Modal intake expected by end of 2018)
Number of incidents per month 300 per month
Number of desktop 2051
Number of laptops 11287
Number of configured IP phones 1,728
Number of scanners (due to the use of Enterprise MFP)
Number of printers 227
End User Service Level Agreements
Date Tickets Resolved in 24 Hrs.
ABR (5%)
Tickets Resolved
Tickets in Queue
FCR
Escalated Tier II
Emails
Calls Presented
Calls Handled
Calls handled/ Agents
Handle time per interval (minutes)
Outbound Calls by hour
OutboundCalls Total Talk time
(minutes)
OutboundCalls Average Talk Time
(minutes)
ASA (Answered) (seconds)
Total Abandoned Calls
Average Abandon Time (Seconds)
Jan. 2 92% 4.60% 277 76 85% 22 128 345 329 2 6:16 93 3:59:57 2:35 31.43 16 486.69 Jan. 3 81% 1.70% 313 82 83% 30 130 357 351 2 5:50 63 3:44:25 3:34 30.62 6 82.33 Jan. 4 80% 6.60% 296 80 88% 27 159 288 269 2 6:30 62 1:24:40 1:22 38.28 19 141.37 Jan. 5 66% 2.20% 281 82 79% 33 91 267 261 2 5:40 65 3:30:24 2:49 22.64 6 90.67 Jan. 8 79% 6.40% 295 91 79% 31 163 407 381 2 6:10 78 4:30:42 3:28 79.97 26 132.81 Jan. 9 80% 3.80% 316 99 75% 38 200 338 325 2 6:07 59 3:16:43 3:20 41.91 13 171.92 Jan. 10 76% 3.20% 221 114 76% 30 132 281 272 2 6:12 56 4:20:32 4:39 39.17 9 139.56 Jan. 11 68% 1.60% 282 102 68% 34 124 249 245 1 5:33 92 5:02:46 3:17 31.29 4 94.00 Jan. 12 92% 0.90% 166 95 79% 29 99 227 225 1 6:15 60 2:13:28 2:13 0.71 2 50 Jan. 16 94% 4.70% 340 112 89% 44 143 448 427 3 5:49 118 5:42:40 2:54 57.95 21 165.19 Jan. 17 92% 2.10% 241 115 77% 33 146 290 284 2 6:34 66 4:24:49 4:01 30.55 6 141 Jan. 18 94% 1.10% 194 122 74% 44 137 274 271 1 6:23 66 4:46:28 4:20 21.69 3 67 Jan. 19 98% 0.70% 226 135 75% 30 102 297 295 2 6:04 70 4:08:04 3:33 61.71 2 98.5 Jan. 22 92% 2.90% 305 117 78% 21 142 408 396 2 4:44 91 3:55:12 2:35 29.09 12 113.58 Jan. 23 90% 3.10% 280 107 75% 38 171 351 340 2 5:51 83 7:02:54 5:06 27:80 11 79.27 Jan. 24 91% 2.10% 180 117 70% 0 158 241 236 1 6:07 50 4:15:26 5:07 30.85 5 156.6 Jan. 25 87% 1.30% 223 105 77% 26 165 235 232 1 5:50 70 3:21:38 2:53 18.55 3 83.33 Jan. 26 93% 1.80% 175 112 84% 18 124 219 215 2 6:48 48 1:59:13 2:29 32.8 4 145.25 Jan. 29 90% 4.80% 290 98 75% 45 141 374 356 2 5:29 105 4:40:58 2:41 48.01 18 124.72 Jan. 30 90% 4.20% 255 102 75% 39 133 308 295 2 6:00 93 3:29:35 2:15 31.91 13 102.15 Jan. 31 97% 3.20% 215 124 69% 38 136 315 305 2 6:14 65 4:33:43 4:13 41.65 10 103.9 Totol 87% 3.00% 5371 2187
78% 650 2924 6519 6310 2 6:01 73.95238095 4:01:09 3:18 36.04 10 131.90
Priority Applicable Definitions Standard Metrics Platinum User Non-Career staff member only. This designation will be supported by the ExecHelp Team and incur an additional cost.
• Operations schedule:
24x7x356
• Response: <=15 minutes
• Resolve: 95.0% resolved in less than four
(4) business hours; 99.0% resolved in less than eight (8) business hours
• Scheduled house calls
• Total tickets for Oct. 2018 – 15
Gold User (VIP) Career Staff identified by Mode This designation will incur an additional cost.
• Operations schedule:
• 7am-7pm
• Response: <= 30 minutes
• Resolve: 95.0% resolved in less than eight
(8) business hours; 99.0% resolved in less than sixteen (16) business hours
• Total tickets for Oct. 2018 – 49
Silver User General career Staff (majority of DOT users)
• Operations schedule:
• 7am-7pm
• Response: <= 2 hours
• Resolve: 95.0% resolved in less than one
(1) business day; 99.0% resolved in less than two (2) business days 95% within 12 hours
* (total tickets for Oct. 2018 – 3,379)
• Total tickets for Oct. 2018 – 3,379
Call Response All calls to the Service Desk will be answered
• ASA<=1min
• FCR=>85%
• ABR<=5%
Email Contacts All email request submissions to the Service Desk will be answered
• AHT (Average Handle Time) <= 5 minutes
Priority 1 Critical
Problems that affect many users, a critical business function, an entire application or Platinum or Gold customers
In any one month period, 95.0% resolved in less than four (4) business hours; 99.0% resolved in less than eight (8) business hours
Total tickets for Oct. 2018 – 64
Priority 2 Urgent Problems are significant loss of critical business functions or impact
In any one month period, 95.0% resolved in less than eight (8) business hours; 99.0% resolved in less than sixteen (16) business hours
Total tickets for Oct. 2018 – 156
Priority 3 Normal Problems that only affect a couple of users, a service request or request for information. The user typically needs the information the same day to complete a business function.
In any one month, 95.0% resolved in less than one (1) business day;
99.0% resolved in less than two
(2) business days
Total tickets for Oct. 2018
– 3,379
Priority 4 Low
Problems that only affect a single user, a service request or a request for information.
In any one month period, 95.0% resolved in less than three (3) business days; 99.0% resolved in less than five
(5) business days
Total tickets for Oct. 2018
– 3,570
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