Attachment_6_-_SERVICE_DESK_WORKLOAD_DATA.pdf

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Medical Operational Data System (MODS)
Solicitation number
W81K04-18-R-0005
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This draft request for proposal concerns the Medical Operational Data System (MODS) program. The Department of the Army Medical Command seeks to award a competitive non-personal services contract to provide life cycle management of the MODS, a government-owned, contractor-operated information system that supports Army medical personnel. The attached performance work statement outlines roles including program management, system operations and maintenance, and customer support. Interested offerors should provide feedback on the draft RFP by January 22, 2018 to the points of contact listed. No proposals or bids are being solicited at this time; a final RFP will be issued later.

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Attachment 6 - SERVICE DESK WORKLOAD DATA

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Other files

File Type Posted
MODS_Draft_RFP.pdf PDF
Attachment_2_-_CONFIGURATION_ITEM_PORTFOLIO_(CIP).pdf PDF
Exhibit_E_-_MSO_LABOR_HOUR_PRICING_SHEET.pdf PDF
Exhibit_B_-_SYSTEM_ACCESS_TRAINING_REQUIREMENTS.pdf PDF
Exhibit_F_-_GOVERNMENT_PERSONNEL_LIST.pdf PDF
Attachment_5_-_QUALITY_ASSURANCE_SURVEILLANCE_PLAN_(QASP).pdf PDF
Attachment_3_-_MODS_CURRENT_TRANSATIONAL_APPLICATION_ARCHITECTURE.pdf PDF
Attachment_4_-MODS_INFRASTRUCTURE.pdf PDF
Exhibit_D_-_Performance_Requirement_Summary_(PRS)_-_Needs_PWS_References.pdf PDF
Attachment_1_-_MODS_INTERFACE_CONTROL_AGREEMENTS_(ICA).pdf PDF
Exhibit_C_-_TAILORED_APPLICATION_LEVEL_IEEE_TEMPLATES.pdf PDF
Exhibit_A_-_MODS_SERVICE_REQUEST_(MSR)_STATUS_CODES_AND_TYPES.pdf PDF
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MEDICAL OPERATIONAL DATA SYSTEM (MODS)

SERVICE DESK WORKLOAD DATA

ATTACHMENT 8 (Revised - 7 Jul 2017)

Service Desk Historical Call Data (CLIN X003)

Category Monthly Avg Calls Received Percentages

Tier I 5,074.92 70.89% escalated to Tier II 1,219.75 17.04% escalated to Tier III 864.67 12.08% User Accounts Mod'ed, Added, Deleted 351.75

Answered & followed Up Emails via MODS on-line training suite

File details come from the government source that posted it. Updated .