SOO_FAS_2020_v2.docx

STATEMENT OF OBJECTIVES (SOO) FOR FIELD ASSISTANCE SERVICE (FAS)

1. BACKGROUND

The origin of the Field Assistance Service (FAS) lies with the conversion of the Base Supply System and the stand-up of the Standard Base Supply System (SBSS) Control Center in 1969 at Boling AFB. With the SBSS Control Center as a guide, Langley Field created the Field Assistance Branch (FAB) to support their users. In 1971, the SBSS Control Center and the Field Assistance Branch moved to Gunter Air Force Base (now Maxwell Gunter Annex). In 1983, the AF merged the two organizations but retained the FAB designation. In late 2004, the FAB became the Combat Support Systems Help Desk (CSSHD), changing again in 2007 to the current designation FAS.

The FAS provides consolidated help desk support for 70-100 Combat Support Information Systems (CSIS) and communication computer systems, using Government provided incident management and automated call distribution (ACD) systems. The current incident management system is BMC Remedy AR System v8.0.2 and the current automated call distribution (ACD) system is Genesys Interaction Desktop 2018 R2.

FAS serves as the primary point of contact on a 24 hour a day, 7 day a week, 365 day a year support to over DoD CONUS and OCONUS sites. The contract scope shall not be limited to currently identified systems for support.

2. PURPOSE

The purpose of this acquisition is to provide consolidated help desk support for 70-100 Combat Support Information Systems (CSIS) and communication computer systems.

The USAF is seeking a partner to bring functional and technical knowledge/expertise as well as customer support skills to resolve field user requests for FAS supported systems.

3. OBJECTIVES

The Government seeks a partner with demonstrated ability and quality performance in IT support and customer service, to build upon our existing customer-experience-obsessed and detailed-oriented approach. We need a great partner who can put together a great team, understand the individuals in the help desk team, and come equipped with a portfolio of techniques to keep team members motivated and outcome-focused. The Government seeks a vendor with demonstrated experience and expertise in providing 24/7/365 Tier 1 help desk support for multiple systems ranging from 70-100 systems simultaneously to both CONUS and OCONUS users.

The following are key objectives for the acquisition

· The contractor shall provide quality 24/7/365 help desk support to resolve issues using a Government provided incident management and automated call distribution system.

· Provide various levels of functional knowledge and system expertise across multiple systems, to analyze, troubleshoot and resolve system specific incidents in a rapidly changing help desk environment.

· Provide a Quality Control plan detailing metrics/goals and methods to accomplish the Government’s stated requirements.

· Establish a partnership with a vendor with demonstrated quality performance in IT support and customer service, with a portfolio of techniques to keep team members motivated and outcome-focused.

4. DEPENDENCIES

The Contractor shall use Government provided incident management and automated call distribution systems. This facilitates coordination among Tier I, Tier II and Tier III and provides an enterprise view of support to the organization. Tier II and Tier III Help Desks may be supported by multiple contractor, military, or civil service teams at multiple locations and various agencies. The current incident management system is BMC Remedy AR System v8.0.2 and the current automated call distribution (ACD) system is Genesys Interaction Desktop 2018 R2.

5. PLACE OF PERFORMANCE

Work for this Task Order shall be performed in Government furnished facilities, including an open storage secret facility, on Maxwell AFB-Gunter Annex, AL; the Government will furnish or make available working space, network access, Automated Call Distribution (ACD) System access, and Incident Management System(s). The Government shall furnish all typical office equipment (e.g., computer, printer, phone, and fax).

6. NORMAL HOURS OF OPERATION

This task order requires 24 hours per day, 7 days per week, 365 days per year support. All days are considered a regular duty day for purposes of this task order.