AU Information Technology HelpDesk Services for Augusta University
Cancelled State & local contract opportunity Posted
- Solicitation number
- 51200-eRFP-000000439-2023
- State
- Georgia
- Responses due
Opportunity facts
- Jurisdictions
- NIGP codes
- UNSPSC codes
- 81162001 Call center software as a service
- 81111805 Proprietary or licensed systems maintenance or support
- 81111814 Co location service
- 81162306 Help desk process as a service
- 81111818 Third party warranty service
- 81111700 Management information systems MIS
- 81111800 System and system component administration services
- Point of contact
-
- Terri Gregory tgregory@augusta.edu (706) 721-4582
Opportunity details come from ssl.doas.state.ga.us. Updated .
About this opportunity
Augusta University, part of the University System of Georgia, is requesting proposals for 24x7x365 information technology helpdesk services under an RFP with proposals due November 17, 2022.
The scope covers Tier 1 and Tier 2 helpdesk support across Augusta University's Division of Information Technology service catalog, serving faculty, staff, and students at the main Augusta campus and satellite locations, as well as East Georgia State College students in the Augusta area. Services are delivered via telephone, email, and chat. The university reserves the right to elect alternative timeframes such as 7:00 a.m.–11:00 p.m. Monday–Friday. The awardee must operate under the ITIL V4 framework and establish clear escalation policies, knowledge management systems, service level agreements, data analytics, and metrics.
Place of performance includes Augusta, Georgia and satellite campuses throughout Georgia. The solicitation does not specify an estimated contract value or term length. Questions are due by November 17, 2022 (the proposal due date); no separate question deadline is stated. No pre-bid meeting or site visit date is identified. The source does not name incumbent or competitor information, or state evaluation criteria and weightings.
This procurement is issued under the State Purchasing Act (Official Code of Georgia Annotated 50-5-50 et seq.) and represents an agency contract for a state higher-education institution.
Opportunity text
Purpose of Procurement Pursuant to the State Purchasing Act (Official Code of Georgia Annotated 50-5-50 et seq.), this electronic Request for Proposals (eRFP) is being issued to establish a contract with a qualified supplier who will provide AU Information Technology Help Desk Services to the Augusta University (the State Entity) as further described in this eRFP. This Request for Proposal (RFP) is an effort to establish an agency contract with a qualified supplier to provide 24x7x365 helpdesk services to Augusta University faculty, staff and students and to Augusta based East Georgia State College students. More information about Augusta University may be found here: https://www.augusta.edu/about/ Augusta University reserves the right to choose other optional timeframes for helpdesk services such as 7am-11PM Mon-Fri. Information Technology HelpDesk Services RFP Summary and Background Augusta University, part of the University System of Georgia, seeks information from qualified and experienced organizations to provide HelpDesk services. Augusta University seeks to partner with an organization to provide a Tier 1/Tier 2 HelpDesk to support our customers on all aspects of the Division of Information Technology¿s service catalog through a combination of telephone, email, and chat technologies. Services would be provided to customers throughout the Augusta University environment and would include faculty, students, and staff. Utilizing the ITIL V4 framework, Augusta University seeks a tiered business model that includes clear escalation policies, knowledge management, service level agreements, data analytics, metrics and 24/7/365 services. August University is Georgia¿s health sciences/medical college and a dynamic, comprehensive research university offering more than 150 areas of study across ten colleges and schools through undergraduate, graduate and professional programs. Augusta University has locations throughout Augusta, GA, as well as satellite campuses in Athens, Albany, Brunswick, Savannah, and Rome. Augusta University is home to the Medical College of Georgia, the nation¿s eighth largest and 13th-
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