GSA_OLU_Tier_1helpdesksupport_-_LSJ_-_Oct_4 _2016.pdf

LIMITED SOURCES JUSTIFICATION FOR MULTIPLE AWARD

SCHEDULE (MAS) ORDERS FAR 8.405-6(a) or (b)

1. Identification of the agency and the contracting activity and specific identification of the document as a limited source justification.

This requirement is in support of GSA IT IBF, 1800 F Street, NW Washington, D.C.

20405. The contracting activity is Internal Acquisition Division (IAD), 1800 F Street NW, Washington, DC 20405. The total cost of this task order is estimated to be $322,704.47.

The full period of performance for the task order will be 3 years and 5 months.

2. Nature and/or description of the action being approved.

This is a firm fixed price (FFP) delivery order for live Tier 1 support services for the new Learning Management System (LMS) that runs the Online University (OLU). Tier 1 support services include but are not limited to software/solution navigational and account access issues.

3. A complete description of the supplies and/or services required to meet the agency’s needs.

Tier 1 support services are required to effectively run GSA Online University. Currently eSkillz provides Tier 1 support via an Oracle contract that expired on October 31, 2016.

Tiers 2 and 3 levels of support are also provided by eSkillz (via a different contract) and this acquisition is to provide the first level of support that is not included in the current eSkillz contract.

The services include access to:

• Certified support technicians available 24x7x365

• Custom built support chat room for all end‐users monitored and supported 24x7x365.

• Dedicated email account directed to support specialists and monitored 24x7x365.

• Toll‐free number routed to support specialists and monitored 24x7x365

• Customer support module based on the LMS-specific configuration and LMS objectives monitored 24x7x365.

• Dedicated Support Team Lead who will act as project manager for account maintenance.

The estimated value is $322,704.47.

4. The authority and supporting rationale (see 8.405-6(a)(1)(i) and (b)(1)) and, if applicable, a demonstration of the proposed contractor’s unique qualifications to provide the required supply or service.

The authority under which this LSJ is made is pursuant to FAR 8.405-6.

GSA has determined that the procurement requires limiting the acquisition to a single source in order to satisfy the Agency’s need. Specifically, the basis for limiting competition is that GSA has a very short time line to engage the services and because the services required must fully integrate with existing services. In accordance with FAR 8.405-6 only one source is capable of providing the services required at the level of quality required because the services are unique or highly specialized. r

GSA has determined that it requires the services of eSkillz Inc. exclusively in order to provide seamless integration with Tier 2 and Tier 3 level support. Currently, eSkillz is providing Tier 1 support via an Oracle contract that expired on October 31, 2016.

Specifically, the basis for limiting competition is that GSA has an existing support contract with eSkillz Inc. to provide Tier 2 and Tier 3 level support for the OLU. Tier 1 level support is required in order to provide complete robust support for the Learning Management System (LMS) to administrators and end users. Tier 1 support must be integrated with the eSkillz-established support methodology currently in effect so that incidents can be escalated among the three levels of support. Another vendor would be required to integrate and manage their activities and technologies with those of eSkillz.

This process would require a significant period of time and an unknown number of activities to successfully phase in and perform. Tier 1 support must be available on November 1, 2016 when the new LMS software as a service (SaaS) is launched. Only eSkillz can guarantee that the required services will be available on day one.

ESkillz is already providing the required technical assets including e-mail addresses, phone numbers, and chat rooms. These assets are used for their Tier 1 services as well as Tiers 2 and 3 levels of support.

eSkillz Inc. is currently providing excellent Tier 2 and Tier 3 support for the existing LMS.

The eSkillz team has extensive experience with the SAP SuccessFactors LMS, the new

LMS.

5. A demonstration by the ordering activity- Contracting Officer- that the order represents the best value consistent with FAR 8.404(d).

Based on the data gathered, the Contracting Officer has determined that the anticipated price to the Government will be fair and reasonable. The expectation of reaching a fair and reasonable price was determined through market research in order to determine best value for GSA.

6. A description of the market research conducted among schedule holders, and the results of the research, or a statement why market research was not conducted.

Market research using GSA’s recommended sources and methods was undertaken by Martha Bernholz (IBF-C), LMS Project Manager, and her research revealed that several companies are capable of providing Tier 1 helpdesk support for GSA OLU.

The market research includes four potential vendors:

1. Helpdesk Response, Inc. - GS-35F-270BA; s; schedule 70

2. Prime Source Technologies, LLC - GS-35F-0480T; s d 8a; schedule 70

3. Zenetex, LLC - GS-35F-0047U; schedule 70

4. eSkillz - - GS-35F-139CA; s w wo; schedule 70

However, GSA IT’s primary requirement is to provide fully integrated Tier 1, Tier 2, and Tier 3 helpdesk services to ensure continuity of services beginning November 1, 2016, which is the ‘go live’ date for GSA’s new LMS. The only source capable of providing the required services in the timeframe required is eSkillz who is currently providing Tier 1 helpdesk services for GSA OLU via a contract with Oracle that expired Oct 31, 2016.

Market research included:

Querying the Government-wide database of contracts and other procurement instruments intended for use by multiple agencies available at https://www.contractdirectory.gov/contractdirectory/

Searching IT Schedule 70 for vendors Searching GSAAdvantage

7. Any other facts supporting the limited sources justification.

Because all levels of help desk support are fully integrated with each other with issues passing from Tier 1 to Tier 2 and finally to Tier 3, as required, it is necessary to use one vendor to support all levels to limit multiple integration points.

In the past, GSA IT was not successful in acquiring helpdesk support for GSA OLU from two vendors because coordinating between the two vendors was problematic and very time consuming. In addition, our customer satisfaction numbers declined significantly during this period because many helpdesk tickets were not addressed in a timely manner.

The only source capable of providing the required services in the timeframe required is eSkillz who is currently providing Tier 1 helpdesk services for GSA OLU via a contract with Oracle that expired Oct 31, 2016.

8. A statement of the actions, if any, the agency may take to remove or overcome any barriers that led to restricted consideration before any subsequent acquisition for supplies or services is made.

The new eSkillz Tier 1 Helpdesk Support task order will be aligned with the GSA OLU Technical Support Task Order that expires March 30, 2020. When both of the task orders providing GSA OLU helpdesk support expire, GSA IT will recompete the GSA OLU Technical Support task order. The new GSA OLU Technical Support task order will include all three levels of GSA OLU helpdesk support, and there will be no barriers to limit competition at that time.

Program/Technical Official Certification:

I hereby certify and accept the responsibility that any and all supporting data provided above or used to justify the above requested for a sole source procurement (e.g., verifying the Government’s minimum needs, schedule requirements, and/or other rationale for other than full and open competition) is accurate and complete to the best of my personal knowledge and belief.

X Monica T. Shackelford GSA OLU Technical Program Manager

Contracting Officer’s Certification:

I hereby certify that the information contained in this Justification for Other than Full and Open Competition, is accurate and complete to the best of my knowledge.

Name Date Contracting Officer

For Orders exceeding $700,000, but not exceeding $13.5 Million:

Competition Advocate

I certify and approve that this justification is accurate and complete to the best of my knowledge and belief.

Name Date Competition Advocate

For Orders exceeding $13.5 Million, but not exceeding $68 Million:

Head of Contracting Activity I certify and approve that this justification is accurate and complete to the best of my knowledge and belief.

Name Date Head of Contracting Activity

For Orders exceeding $68 Million:

Senior Procurement Executive I certify and approve that this justification is accurate and complete to the best of my knowledge and belief.

Name Date Senior Procurement Executive

10/17/2016