OCIO_SD_-_Attachment_2_-_Sample_Task_Order_1.doc

OCIO SD Task Order Statement

Background Information

Anticipated Start Date

Note:

Please note that this Sample Task Order 1 is an example of a Task Order that DOL issue after contract award. The figures and statistics may not be the same as an actual Task Order.

1. Requirements

Applicable sections of the OCIO SD Contract:

· C.1: Introduction

· C.2: Underlying Contractual Items

· C.4: Management Requirements

· C.5: Service Strategy and Design

· C.6: Service Transition

· C.7: Service Desk Support

· C.8: Service Desk – Tier 2 On-Site Support

· C.10: Continual Service Improvement

· C.14: Service Desk Facility Requirements

· C.15: Service Desk Tier 1 COOP Requirements

· Section J – Attachments The Contractor shall transition Agency X help desk to the OCIO SD.

The Contractor shall ensure that no significant disruptions to customer services and support occur during the transition period. Immediately following notice to proceed, and throughout the execution of the transition plan, the Contractor shall be fully accountable and responsible for successful performance of all objectives and requirements on the contract. The contractor shall:

· Obtain system documentation and verify system and facility access

· Conduct transition meeting with DOL leadership and current Agency X help desk contractor

· Provide all OCIO SD services beginning at the notice-to-proceed date

In general, DOL will not dictate the approach. However, the Contractor shall ensure that the transition causes minimal disruption to the user community. The Contractor shall assume responsibility for moving any GFE equipment from the current Contractor’s facility to their own, if applicable.

At the end of the transition period, the Contractor shall assume all responsibilities for providing the full range of Service Desk services (as defined in the applicable sections of the OCIO SD PWS) at the performance levels dictated at the Service Level Agreements.

Contractor shall be responsible for scheduling meetings and requesting assistance from the Government and the ITC contractor as well as establishing any and all agreements with the Agency X help desk contractor.

2. Timeline

The Contractor shall complete all transition activities within 60 days of the kick off meeting.

Prior to formally taking over operational responsibilities, the Contractor shall demonstrate readiness to proceed. DOL will review the level to which the Contractor was able to accomplish the transitional tasks. At minimum, the Contractor will be required to demonstrate understanding of Agency X policies and procedures for any items that fall outside of OCIO SD standard set of policies and procedures; staffing level capable of supporting existing and additional Users within the established SLAs.

3. Scope and Size of Services

At the end of the Transition the Contractor shall be ready to provide SD services as described in the applicable section of the PWS at the performance levels specified by the OCIO SD. At the end of this transition, the OCIO SD Contractor will provide services to the existing OCIO SD Users plus the additional Agency X Users.

Locations requiring Tier 2 support:

· San Francisco, CA

· Philadelphia, PA

· Jacksonville, FL

Hours of Operations: Normal Working Hours (NWH) as defined in section C.2.11:

· NWH for Tier 1 are defined as 6:00 am - 10:00 pm Eastern Time Monday through Friday except for Government holidays

· NWH for Tier 2 are defined 6:00 am - 7:00 pm local time in each time zone Monday through Friday except for Government holidays where a DOL facility is located.

DOL expects the following user and ticket statistics

· Volume of tickets – approximately 4,300 per month (this is additional volume above that required in Task Order 0)

· Distribution of contacts:

Contacts

· Distribution of calls:

· Call characteristics:

a. Average Speed to Answer = 30 seconds

b. Average Talk Time = 5 minutes

c. Average Wrap-Up Time = 2 minutes

· Ticket characteristics:

a. 40% of tickets resolved at Tier 1 or escalated outside of the Service Desk

b. 60% of tickets resolved by Tier 2

c. Quick tickets represent approximately 20% of all tickets

4. GFE

DOL will provide Tier 2 staff with workspace including desk, standard computer equipment with the current software image, connectivity to the DOL network, and user accounts.

5. Instructions

In general, Contractor shall present an approach to transitioning Agency X users to the OCIO SD. The Contractor shall present their approach to managing and performing the transition activities, with special emphasis placed on:

· Approach to working with DOL and current support contractors

· Assumptions for data, information and documentation

· Transition team

· Approach to expanding the SD facility, if applicable

· Approach to providing deliverables that are required within the transition timeframe

Contractor’s proposal shall be organized in the following manner:

1. Section 1: Approach: This section shall include practical approach to (at minimum):

· staff training and on-boarding (including date-related milestones)

· approach to incorporating existing Agency X policies and procedures into OCIO SD standard set of policies and procedures

· NIST 800-53 compliance review for any SD expansions

· communication approach

2. Section 2: Project Plan: This section shall include high level project activities that includes, at minimum:

· knowledge transfer from the Government and the Agency X help desk contractor

· facility expansion

· notice-to-proceed review

· Service Catalog updates

· Updates to SOPs and other documents

· milestones

3. Section 3: Staff and their roles, including a Basis of Estimate (see section L.5) and staff hiring/readiness schedule

4. Section 4: Assumptions. This section shall list all assumption that Contractor is using to build their proposal to this Task Order.

6. Evaluation

This TO evaluation will follow the evaluation approach as presented ion section M of this RFP. DOL will evaluate the Offeror’s approach and capabilities to meet the requirements and goals of this TO. This evaluation will assess the proposal’s compliance with the stated requirements, and potential risks associated with the Offeror’s transition approach.

DOL will evaluate the qualifications and number of hours of the proposed staff to ensure the appropriate mix of technical and managerial skills, as well as the appropriate level of experience in all aspects of service delivery required by this TO.

DOL will evaluate the Offeror’s approach to ensure the transition of the current help desk to the new Contractor-provided OCIO SD is seamless, transparent, minimizes disruption to, and imposes few demands upon DOL staff.