Market Survey.pdf

NAICS: 541519 Other Computer Related Services $27.50

The purpose of this Market Survey is to solicit statements of interest and capability from sources that can provide Customer Service Center (CSC) Support for The Federal Aviation Administration (FAA), Enterprise Service Center (ESC).

ESC is an organization located at Mike Monroney Aeronautical Center (MMAC) in Oklahoma City, OK. ESC operates as a Federal Financial Shared Service Provider; one of four federal financial management Centers of Excellence as designated by the Office of Management and Budget (OMB) to provide integrated business services and solutions to the Federal Government.

ESC operates under a “fee-for-service” principle, which encourages business-like decisions creating more cost awareness and increased customer focus.

In furtherance of its Shared Service Provider designation, ESC focuses on external sales to the federal government market and improving internal operations. ESC actively pursues new business in support of the Government’s initiative for cross-agency servicing using Shared Service Providers, thereby realizing economies of scale. ESC consists of the AMK-1 Director, AMK-10 Enterprise Business Office, AMK-20 Business & Resource Support Office, AMK-200 the Information & Digital Services (I&DS) Division, and AMK-300 Financial Services (FS) Division.

AMK-200 the Information & Digital Services (I&DS) Division provides information technology life cycle management in support of the ESC service portfolio, to include support to financial services and all aspects of technology and media services. The activities augment and amplify the business processes of local and national federal missions at departmental and agency levels supported by the Office of Management and Budget (OMB) Shared Service Provider (SSP) and General Services Administration (GSA) designations that the ESC maintains. Within the AMK- 200 Organizational chart is AMK-260 Customer Service Center (CSC) Branch.

Background The Contractor shall provide all personnel, management, supervision, and other items necessary or services necessary to support AMK-260 Customer Service Center (CSC) Branch, which consists of three sections:

AMK-261 Service Desk & Remote Support Section;

AMK-262 Desk Side Support & Implementation Section;

AMK-263 Media & Print Solution Section.

These service areas have a requirement for technical support to provide the following requirements for the MMAC, FAA, DOT, and other Federal Agencies:

• Level 1 Service Desk Support (Attachment 2)

• Level 1 Production Control & System Monitoring (Attachment 2)

• Level 2 Computer Deployment Support for existing employees (Attachment 3)

• Asset and Quality Management Services (Attachment 3)

• Scanner Support (Attachment 4)

Labor categories include, but are not limited to the following: Project Manager (PM) and Alternate Project Manager (APM), Computer Operators I-V, General Clerks I-III, Administrative Assistant, and Personal Computer Support Technicians.

The sections have a requirement for technical support in tandem with the government to provide services. Services include, but are not limited, to the following functions:

• 24x7x365/366 Service Desk Support providing Level 1 support

• Application Specific Technical Support

• Application Monitoring

• Production Control

• Facility Management Support

• Information Technology Service Management (ITSM) Software Administration

• Deskside Support (Deskside and Remote Administration)

• Computer Hardware Maintenance

• Asset and Quality Management Systems Support

• Adherence to Service Level Agreements (SLA)

• Scanning Support for Enterprise

Historically this requirement has been an 8(a) set aside, but verification was still necessary. This Market Survey is being conducted to obtain the information necessary to determine whether adequate competition exists, to identify capability among small businesses, SEDB/8a sources, and service-disabled veteran-owned small businesses; and to identify those Small businesses that offer the services via federal schedules.

Each “interested” company must provide the following:

1. A copy of their SBA 8(a) certification letter, if applicable.

2. Capability Statement - This document should identify: Type of services provided by your firm, Size and type of services provided by previous contracts (elaborate and provide detailed information and past performance), Number of years in business

3. Number of employees

4. Statement of Understanding, which ensures that the contractor has a complete grasp of the requirement.

Instructions

Responses, submitted electronically in MS-WORD or Adobe PDF format are limited to 10 pages using 12-point Times New Roman front (or similar) with 1-inch margins. Responses are due no later than 5:00 P.M. (CST) Friday, March 12, 2021. All interested parties must submit their responses via email to janice.hammonds@faa.gov. Questions must be in writing, no phone calls please.

mailto:janice.hammonds@faa.gov

Background