Customer Support Help Desk Services

Added: May 15, 2015 3:40 pm Modified: May 19, 2015 10:18 amTrack Changes Questions & Answers to pre-solicitation VA119-15-R-0165,

Customer Support Help Desk Services

Question 1: The Contracting authority is in Fredericksburg, VA with the Place of Performance being in Austin, TX, is this a correct statement?

Answer 1: The place of Performance is in Austin, TX

Question 2: Is this a new requirement?

Answer 2: No, this is not a new requirement. VA FSC task orders D14PD00720 was awarded to Sierra 7 on June 12, 2014 for the customer service desk and D13PC00179 was awarded to Best Value Technology, Inc. on December 21, 2012. Those are Commercial service Task Orders issued in accordance with Acquisition Services Directorate (AQD) Indefinite-Delivery, Indefinite-Quantity (IDIQ) Contract D13PC00181 and was awarded by an Interagency Agreement (IAA) by the Department of Interior.

Question 3: What types of inquiries are made by VA FSC customers, e.g., computer system-related, describe the information required on a form?

Answer 3: The VA FSC Customer Support Help Desk Services mostly need help with system registrations, password resets or general user issues, and activate and deactivate personnel profiles.

Question 4: Is the place of performance, where the contractor's personnel will reside, in Austin, TX?

Answer 4: See answer 1 above

Question 5: Is the subject effort a new requirement or follow-on to an existing contract?

Answer 5: See answer 2 above.

Question 6: Can you please give a listing of the systems for which customer support will be provided or the existing contract numbers if one exists?

Answer 6: Some of the system listing for the customer support services help desk will be:

" FSC Enterprise Customer Process Management (CPM) Tool

" FSC Enterprise trouble ticketing and case management systems

" VA systems such as: - invoice processing systems, VA employee travel systems, VA employee payroll systems, accounts payable and receivable processes, and VATAS or Automated Time and Attendance system.

Question 7: Would the government consider changing the NAICS code solicited under the 541519 NAICS code.

Answer 7: Market research has shown that the current NAICS code covers the work required.

For VA FSC Customer Support Section, the Contractor shall provide help desk support services to include answering all phone calls, emails, customer self-service request submissions, and system registration requests; and if determined to be an action by another support group, forward those inquiries in accordance with established procedures using the appropriate FSC trouble ticketing solution or FSC Enterprise Customer Process Management (CPM) Tool.

For VATAS Customer Support team, the Contractor shall provide help desk support services to include answering all phone calls, emails, assign appropriate time and leave units, updating employee profiles, activating/deactivating employee profiles, performing validation overrides, performing tour of duty unit maintenance, gathering and providing reports as requested performing special projects.

Question 8: How are these services currently being performed, under contract or In-house?

Answer 8: See answer 2 above.

Question 9: If these requirements are currently being performed under a contract, who is the contractor, what is the contract number, when does the contract expire, and what is the current contract value?

Answer 9: See answer 2 above.

Question 10: How many employees will be on payroll and how often will the payroll be processed?

Answer 10: These will be contractor personnel and the contract will be required to determine this business decision.

Question 11: Will there be a requirement for a VA certification of SDVOSB status to pursue this opportunity?

Answer 11: Yes. A VA certification of SDVOSB status is necessary and the company's status has to be verified by Center for Verification and Evaluation (CVE) plus the company needs to be listed in VetBiz.gov as a SDVOSB.

Question 12: Can you provide the contract number for the incumbent or recent incumbent for the work being solicited under VA119-15-R-0165.

Answer 12: See answer 2 above.

Added: May 15, 2015 3:40 pm The Department of Veterans Affairs (VA) Strategic Acquisition Center (SAC) intends to award a Firm Fixed Price (FFP) hybrid Labor Hour Contract. The period of performance for the contract will be one 12 month base period and four 12 month option periods. This requirement is being solicited as a Total Small-Business Set-Aside to companies that are Service-Disabled Veteran-Owned Small Business (SDVOSB). The NAICS code is 561110.

The contract is to provide Financial Services Helpdesk for the VA Financial Services Center (VA FSC) in Austin TX. The VA FSC Financial Helpdesk section provides enterprise wide customer service to VA FSC customers for a variety of financial, travel and payroll related inquiries. VA FSC provides various systems to support VA processes for a variety of payments, including commercial vendor invoices, provider claims, travel payment, travel services, time-card related services as well as payroll services. VA FSC is responsible for the customer support aspect of these systems used by both internal and external customers.

Further information will be provided in solicitation VA119-15-R-0165 which will be posted on the Federal Business Opportunities website, www.fbo.gov, on or about June 1, 2015. Please e-mail questions to Ms. Germa Batton at gerrigje.batton@va.gov and Ms. Jaime Friedel at jaime.friedel@va.gov.