VA RFI: Enterprise Service Desk (ESD) Tier One Support Update

Notice ID:  36C10B24Q0232

If you previously submitted an RFI response and are still interested under the updated NAICS please reply to the announcement. If you are a potential new vendor interested in responding to the RFI following the NAICS code update, please review and respond to the attached sources sought notice in the document titled 36C10B24Q0232 Updated RFI.

The purpose of this PWS is to establish a Task Order (TO) that enhances service delivery, reduces cost, increases business focus, and improves the quality of Information Technology (IT) Services to End Users.

The following are key business objectives the VA expects to maintain and enhance the end user experience through vendors partnering via an MVSP environment:

• Improve VA End User efficiency and effectiveness by adopting and leveraging existing knowledge databases within VA’s IT Service Management (ITSM) tool and leading IT service management practices in the areas of customer logging, tracking, reporting, and resolving of IT Tickets and service Requests.
• Improve efficiency and effectiveness by, early identification and Problem Resolution of Root Causes of technical issues including working with specialized Resolver Groups, such as VA staff and designated third parties, before they become trends.
• Improve IT customer service and Ticket Resolution speed through continuous Service Availability (24x7x365), self-service capabilities, and skilled personnel in the areas of industry standard IT products and services.
• The Tier-1 Contractor and CCI Contractor shall provide a comprehensive Managed Services solution to support VA requirements for the Services briefly described below and as further defined within Section 5.4 (Managed Services Requirements). The MVSP shall support all VA staff located in Continental United States (CONUS) or Outside of the Continental United States (OCONUS) (e.g., American Samoa, Guam, Philippines, and Germany). All Services are to be provided in the English language, with Spanish Speaking service option as outlined in Optional Task Four.

Each Contractor shall collaborate in an environment where Incidents and Requests for all applications and related infrastructure services related to End User Tier-0 and Tier-1 Services, are received, monitored, tracked, and successfully resolved. IT service management practices used to support the delivery of Services shall be based on Information Technology Infrastructure Library (ITIL) best practices and any subsequent version of ITIL adopted in the IT industry and approved for use by VA. This ITIL based framework is a product of VA Office of Information and Technology’s (OIT) collaboration with business partners and industry and is being adopted to identify areas of improvement within the VA’s current organizational landscape.

The scope of the ESD is to provide IT support to all End Users, VA designated executives/executive assistants/ VIP End Users, on a 24x7x365 basis. The contractor shall serve as the Single Point of Contact (SPOC) for all VA End Users (VA employees and VA designated third parties that use or have access to VA approved applications, hardware, software, data, and services that enable them to conduct daily business). The Contractor also shall be responsible for the end-to-end ticketing of all approved VA technologies and will work with the VA’s IT Department and appropriate third parties that provide IT support or services to ensure VA employees, and VA designated third parties are not impeded by, or prevented from, conducting daily business operations due to issues with VA applications, hardware, software, or data networks. In addition, the Contractor shall provide the ability to remotely manage, diagnose, and resolve issues related to VA desktops, laptops and notebooks, and software. Remote management services are those Services required to manage and control such devices and software over the network. This includes, maintaining and troubleshooting the operating systems and supported applications on such devices electronically to minimize the need to dispatch technical personnel, as well as fulfill approved service Requests (including access Requests).

As part of the Services, a separate Contact Center Infrastructure (CCI) vendor will provide, manage, and maintain an Automated Call Distributor (ACD) and Interactive Voice Response (IVR) system, currently the NICE CXOne platform, that integrates with the VA Information Technology Service Management (ITSM) Tool, and deliver services in accordance with ITIL service-based management processes and procedures. In addition, the vendor will develop and conduct customer satisfaction surveys (as required by management) to measure, analyze, and report results to improve End User Service …

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