Exhibit III - PERFORMANCE STANDARDS REQUIREMENTS AND QUALITY ASSURANCE SURVEILLANCE PLAN MATRIX.xlsx
XLSX spreadsheet 14 KB Posted
- Attached to
- IT Support Services
- Solicitation number
- 95476720R0820
- Issued by
-
United States Holocaust Memorial Museum
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Other files
| File | Type | Posted |
|---|---|---|
| SF30 954767-20-R-0820 P0003.pdf | ||
| SF30 954767-20-R-0820 P0002.pdf | ||
| Response to Questions Exhibit A to SF30 95476720R0820 P0002.docx | DOCX document | |
| 954767-20-R-0820 P0001 9.17.20.pdf | ||
| RFP-954767-20-R-0820.pdf | ||
| Exhibit II - Qualifications and Skill Base.xlsx | XLSX spreadsheet | |
| Exhibit IV - Cost Proposal.xlsx | XLSX spreadsheet |
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Sheet1
| PERFORMANCE STANDARDS REQUIREMENTS AND QUALITY ASSURANCE SURVEILLANCE PLAN MATRIX |
| Offerors shall complete and submit the following: |
| Performance Reference # | Performance Indicator (Desired Outcome) | Performance Standard (Acceptable Quality Level) | Methods of Surveillance |
| 1. The contractor shall provide accurate technical support and problem resolution for Museum standard desktop software. | |||
| 1a. | Assigned Contractor Contact information shall be entered into the Ticketing System when a request cannot be resolved immediately. The requests for assistance and problem resolution shall be tracked through completion. | ||
| 1b. | Technical support shall include identifying, researching and resolving problems and questions pertinent to the use of software. Technical questions and problems shall be thoroughly and accurately answered. | ||
| 1c. | Customers shall be assisted in selecting an appropriate supported software package from the Museum software whitelist to meet there needs. | ||
| 1d. | Short-term loans of equipment shall be provided to customers. Types of loaner equipment shall include laptops, portable printers and scanners. Equipment hardware shall be in working order and hardware and all required software are installed configured properly | ||
| 2. The contractor shall assist customers in the installation and setup of hardware equipment and configure related software. | |||
| 2 | All hardware and software shall be properly installed and configured as requested. | ||
| 3. The contractor shall respond to all customer requests for assistance in an accurate, timely and courteous manner to ensure customer satisfaction. Requests shall be via walk-in, call-in, fax, or electronic mail. | |||
| 3a. | Customers requesting assistance shall be able to contact a support analyst almost immediately during Help Desk support hours. | ||
| 3b. | Walk-in customers shall be greeted in a timely and courteous manner. The customers will be directed to the appropriate resource(s) and assisted in the use of the resource(s). | ||
| 3c. | If a support analyst cannot resolve a problem within the first 10 minutes and further research is necessary, or if the request must be directed to another analyst, a follow-up call or visit with the customer will be made within 4 hours. | ||
| 3d. | Assistance to the end-user(s) at their workplace is required when direct contact with the customer or equipment is necessary. | ||
| 3e. | Advance arrangements shall be made with the customer for on-site support. If support is required at an outlying building, shuttle service is available to the site. | ||
| 3f. | Customer will be notified when his/her request for services has either been closed or requires additional time to resolve. | ||
| 3g. | Customer surveys will be issued to the customer after each problem has been resolved. | ||
| 4. The Contractor shall maintain network and resolve problems on LANs with Windows Servers and workstations. | |||
| 4a. | Problems with server performance are reported immediately. | ||
| 4b. | The Contractor shall maintain close and consistent communications to with teams to gain status of network problems and to provide trouble-shooting assistance when necessary. | ||
| 5. The Contractor shall configure and maintain servers. | |||
| 5a. | Installation of server software, or upgrades to server software, shall be performed as necessary. If interruption in server performance is required to install any software, the installations shall be performed outside of peak hours. | ||
| 5b. | Installation of network hardware shall be performed outside of peak hours. | ||
| 5c. | Server shall be regularly monitored for optimum performance. The Contractor will troubleshoot and report server problems to OCIO. | ||
| 5d. | An incident ticket is entered into the appropriate Tracking System if a problem is encountered. Tickets are monitored through resolution. | ||
| 5e. | Mailbox accounts are created, exported, or deleted as personnel changes occur, and the Google Active Directory Service (GADs) is monitored to ensure these changes have replicated to Gmail Global Address List sites. | ||
| 5f. | Shared folder permissions are assigned accurately and timely. | ||
| 6. The Contractor assists the IT Security team in maintaining virus detection and eradication programs. | |||
| 6a. | An incident ticket is entered into the appropriate Tracking System if a problem is encountered and escalated to the IT Security team. Tickets are monitored through resolution. | ||
| 7. The Contractor shall conduct product evaluation. | |||
| 7a. | Products shall be evaluated to address workstation and server requirements, functional characteristics, cost, support requirements, and business management considerations for use by customers and loaner equipment, and equipment for use by Contractor personnel to provide technical support, training and management of Contractor services and resources. | ||
| 7b. | Software products and software upgrades shall be evaluated in advance of Museum implementation to assess the functional capabilities, compatibility, and potential impact on customers to prepare for assisting customers immediately following implementation. | ||
| 8. The Contractor shall disseminate technical information to Museum customers. |
: Do we need to include this in the PWS or is it adequately expressed?
| -Christopher Guy | |
| 8a. | Solutions to common end-user computing problems shall be compiled and published to address widespread or recurring problems. |
| 8b. | Published information shall be distributed electronically to remote users and also published on the Museum website. |
| 8c. | A quarterly newsletter will be written and published by the Contractor. Publication on Museum intranet website or hardcopy distribution is acceptable. |
The newsletter shall provide in-depth evaluations of products, short-cuts and tips for using products more efficiently, and general interest information for customers.
| 8d. | A website that provides current information on all available services by the Contractor and shall be maintained on the Museum Intranet. |
| 8e. | Briefings and demonstrations to the Museum shall be planned, scheduled and conducted to communicate information about computing techniques, products and support. |
| 8g. | Periodic on-site visits to outlying buildings shall be made to inform employees of services available to them by the Contractor MSP. Display tables will be set up and brochures available to employees to promote familiarity. |
| 8h. | Museum interactive video training (IVT) commercials on computing techniques shall be produced. |
| 9. The Contractor shall effectively administer and maintain operations and information on resources and services available. | |
| 9a. | Museum Contractor facilities shall be operated in a safe and secure manner and adhere to Museum safety standards and guidelines. |
| 9b. | The operation of all IT facility equipment shall be properly maintained. Workstations are in working order and the latest version of Museum standard desktop software is installed and properly configured on each. However, IT may provide workstations with various configurations and software versions such as Office 2016 and/or Windows 10 to accommodate the varied Museum user community as it transitions between desktop environments. |
| 9c. | Hardware and software for the Demonstration Area shall be maintained. |
| 9d. | Data backups of servers shall be conducted per Museum backup schedules and, if necessary, recovery of data is performed (or according to Museum Standard Operating Procedures (SOP)). |
| 9e. | An accurate and current inventory of hardware, software and other technical resources used by the Contractor will be maintained. Updates to the inventory will be made immediately upon receipt or removal of resources. |
| 9f. | Contractor shall keep abreast of and implement current help desk trends and techniques in order to provide Museum with the most cost-effective and high-quality service to Museum desktop users. |
| 9g. | An inventory of equipment for short-term loans to customers shall be maintained. A loaner pool program, which includes a reservation system, shall be maintained. Reserved equipment will be provided on time and follow-ups made on overdue loans. |
| The Contractor shall provide administrative deliverables. | |
| 10a. | Deliverables shall be prepared and submitted timely to the Museum COR or delegate in accordance with the Deliverables Table, above. Deliverables will be free of errors in grammar, spelling, content and statistical calculations. |
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