RFI_QTA00NS17KH5000_Instructions.pdf

REQUEST FOR INFORMATION (RFI): QTA00NS17KH5000

GENERAL SERVICES ADMINISTRATION (GSA)

FEDERAL ACQUISITION SERVICE (FAS)

OFFICE OF IT (NON-MAS) ACQUISITION OPERATIONS

TELECOM SERVICES CONTRACT OPERATIONS DIVISION 3

GSA TELECOMMUNICATIONS SUPPORT DESK

Disclaimer: THIS IS A REQUEST FOR INFORMATION (RFI) ONLY.

This notice is a Sources Sought for all interested qualified businesses that meets the requirements of this effort. However, the government is especially interested in hearing from any Small Businesses, particularly SDB, WOSB, SDVOSB, or HUBZONE businesses capable of fulfilling the requirements.

This RFI is issued solely for information and planning purposes it does not constitute a Request for Proposal (RFP) or a promise to issue an RFP in the future. It does not commit the Government to contract for any supply or service. Further, the General Services Administration (GSA) is not at this time seeking proposals and will not accept unsolicited proposals. Respondents are advised that the Government will not pay for any information or administrative costs incurred in response to this RFI; all costs associated with responding to this RFI will be solely at the potential respondent’s expense. Not responding to this RFI does not preclude participation in any future RFP, if any is issued. If a solicitation is released, it will be synopsized on the Federal Business Opportunities (FedBizOpps) (http://www.fbo.gov) website or the GSA eBuy website (https://www.ebuy.gsa.gov). It is the responsibility of the potential vendors to monitor these sites for additional information pertaining to this requirement.

Background:

GSA, in support of a Government-wide solution to fulfill the need for civilian agency contract services, is seeking information on how interested vendors could provide support for a nationwide Network Services Telecommunications Support Desk (NSTSD), to provide a single point of contact for all Federal Government Agencies that procure their voice and data services through GSA Contract Vehicles.

Originally started more than fifteen years ago as a Region 1 Support Agreement providing NSTSS and Technicians throughout the Region, the contract has now grown into a National Program providing NSTSD Repair Services, 24x7x365, to GSA customers located in the Continental United States (CONUS), Puerto Rico, Saipan, and Guam, customized agency support for Department of Transportation Federal Aviation Administration and Department of Homeland Security Transportation Security Administration, and on-site technical repair services to the Denver Federal Center in Denver CO as well as throughout New England.

In addition to providing NSTSD the Contractor has been responsible for providing Automatic Call Distribution (ACD) Services, Database Management (Vendor, Customer POC’s, Inventory, Locations etc.)

and NSTSD Management Solution using the The GSA Network Services mandated ServiceNow platform.

The Contractor shall provide a ServiceNow NSTSD Management solution which will provide GSA’s ability to meet the minimum requirements that the current incumbent is performing, as well as separate modules for trouble ticket management, customer Telephone Service Requests (TSR), Order Writing (OW), and Billing Reconciliation. The Contractor is responsible for all System Administration, Design, Testing, and Maintenance of system, and assurance that their ServiceNow solution is FedRamp-Certified upon submission of their proposal.

Responses in Microsoft Excel compatible format are due no later than 5:00 PM PDT, January 22, 2017.

Responses shall be limited to those questions within the attached Microsoft Excel Spreadsheet and submitted via e-mail only to the GSA Senior Contracting Officer, Kayleen Huggart, Kayleen.huggart@gsa.gov.

Proprietary information, if any, should be minimized and MUST BE CLEARLY MARKED.

Please be advised that all submissions become Government property and will not be returned.

GSA contemplates a competitive task order to be awarded, allowing offerors to discount pricing at the task order level. Pricing is not requested at this time.

The Government does not guarantee that questions received after 5:00PM PDT, January 22, 2017, will be answered. Answers to questions will be reviewed and considered in the final solicitation.

Summary THIS IS AN RFI ONLY to identify sources that can provide Network Services Telecommunications Support Desk and Management solutions. The information provided in the RFI is subject to change and is not binding on the Government. GSA has not made a commitment to procure any of the items discussed, and release of this RFI should not be construed as such a commitment, or as authorization to incur cost for which reimbursement would be required or sought.

All submissions become Government property and will not be returned.

https://www.gsa.gov/portal/category/102371