FSD RFI v7.docx

Federal Service Desk (FSD) Request for Information (RFI)

Statement of Need This Request for Information ("RFI") is intended to solicit industry's interest and capability to meet the stated objectives and is for information and planning purposes only. Any reference to a draft acquisition strategy or approach is for planning purposes and subject to change. This does not constitute a Request for Proposal ("RFP") or an Invitation for Bid ("IFB") or a promise to issue one in the future. Furthermore, the Government is not liable for any costs incurred as a result of vendor responses to this RFI. The Government does not intend to award a contract for any supply or service on the basis of this request or to otherwise pay for the information. This request is issued for the purposes of: (1) receiving information and feedback on the interest and capabilities of potential sources; and (2) informing the Government on the type and scope of work, as well as appropriate terms and conditions, involved in meeting the objectives outlined in this RFI. Please note that no solicitation is available at this time. Not responding to this RFI does not preclude participation in any future RFP, if any is issued.

Federal Service Desk (FSD) Current State/Environment The FSD program is a consolidated multi-channel (defined as web and phone) Servicedesk that provides Tier 1 help desk support for the following government wide systems; Central Contractor Registration (CCR), Catalog of Federal Domestic Assistance (CFDA), Federal Business Opportunities (FBO), Excluded Parties Listing Systems (EPLS), Electronic Subcontracting Reporting System (eSRS), FFATA Subaward Reporting System (FSRS), and Online Representations and Certifications Application (ORCA) which are utilized throughout the acquisition process, both pre award and post award. The systems are accessible by the public; therefore, the customer base for these systems includes government staff, industry partners, and the general public. Future systems to be added include the Federal Procurement Data System (FPDS) and Wage Determinations Online (WDOL). Please visit the FSD website (http://www.FSD.gov) or the Acquisition.gov (http://www.acquisiton.gov) website to view the FAQs regarding each of the systems.

The current task order utilizes call bands as a means of assigning a cost to the call volume. A call band is fixed on a yearly basis according to historical and anticipated volumes. Call volumes fluctuate throughout the year as a result of the implementation of changes to the Federal Acquisition Regulations (FAR) and new initiatives from the administration. Other reasons for fluctuation are reporting periods for a specific system, i.e. the contractor reports due in the eSRS System.

Sample annual, monthly, and weekly performance reports are attached to provide information regarding usage, issues, and services provided.

Requested Information The current help desk support environment has been in place for approximately three (3) years. The government is seeking a helpdesk strategy to balance cost and performance and is seeking feedback from industry based on their experience and best practices.

To that end, the government requests information/responses for the following:

1. Describe your experience in providing a single helpdesk for multiple applications that have unique but related functions.

2. What type of contract has been utilized in the past? fixed price or cost?

3. Describe your approach to providing a stable work force based on stated call volumes and fluctuations in the call volumes.

4. For the service levels indicated in attachment 1, what values would you recommend that provide the best price/performance breakpoint?

5. The government desires a fixed price contract w/annual options, but call volumes tend to sway from 20K to 35K on a monthly basis.

A. What pricing structure do you recommend?

B. How would you suggest structuring fixed pricing when a significant change to call volume is expected?

C. For the SLA response in question 5 above, what is the average price per call?

6. How do you maintain SLA and pricing in spite of call volume fluctuations?

7. Provide examples of quality control and analytics employed and how the results are used to improve performance

8. What innovative technology, tools, or processes would you recommend or suggest?

9. What, if any, incentives would motivate better performance?

10. Which helpdesk management software/issue tracking tool do you currently employ and/or recommend? Why?

Time for Response The Period of Performance (PoP) for this RFI is 12pm, Eastern, December 09, 2011.