I sent a note to the CO.  She did not include proposal instructions or a section B.  Still awaiting reply.

 

-----Original Message-----
From: Freeland, Greg
Sent: Thursday, January 06, 2005 2:27 PM
To: Williams, Stan; Buffaloe, Deon (AIM); Grove, John
Cc: Mayrant, Alesa; Ryan, John
Subject: RE: Army Help Desk
Importance: High

 

All NOAA uses HEAT extensively.

 

Does this require technical approach and costs and resumes?

 

Alesa whats your thoughts on the size of users etc?

 

Its due on the 17^th.

 

Thanks

 

-----Original Message-----
From: Williams, Stan
Sent: Thursday, January 06, 2005 12:45 PM
To: Buffaloe, Deon (AIM); Grove, John
Cc: Freeland, Greg
Subject: Army Help Desk

 

RFQ ID: RFQ68645	Reference #:
RFQ Title: Tier 1 Help Desk Support
RFQ Issue Date: 01/06/2005 12:11:47 PM EST	Contact: Madeline wahl Department of the Army   madeline.wahl@det.amedd.army.mil
RFQ Close Date: 01/27/2005 01:00:00 PM EST
Delivery: Date of Award to Date of Completion
Description: Contractor to provide skilled personnel for Tier 1 Help Desk Support for select AMEDD wide enterprise applications and all service desk functions in accordance with Statement of Work.
Buyer Documents: Tier 1 Help Desk

 

Tier 1 Help Desk SOW

 

 

1.0   Scope of Work

 

The contractor shall provide the personnel skilled with the required Tier 1 support technical expertise and interpersonal skills to support the U. S. Army Medical Information Technology Center (USAMITC), U. S. Army Medical Research and Materiel Command (USAMRMC) and its component agencies, the U. S. Army Medical Department (AMEDD) at large, and other selected government agencies. Contractor shall provide support for various types of Information Technology (IT) equipment, software, and organizational procedures with a focus on enterprise applications, such as Microsoft Active Directory and Exchange.  In support of USAMITC Client Services Branch, the contractor shall supplement USAMITC staffing of government persons providing complete Tier I support to an estimated 400 person user community working in direct support of the USAMITC mission and selective Tier I support for an additional 65,000 plus AMEDD-wide user base utilizing USAMITC managed enterprise systems.

 

2.0   Background Information

 

This paragraph provides general background information related to:

1)      Tiers of Support,

2)      the types of data used by tier 1 support persons and, 

3)      USAMITC’s philosophy regarding quality tier 1 support services. 

 

2.1   Tiers of Support

 

This section contains an analysis of tier 1 support business practices in context with other tiers of support.  This section is provided to ensure understanding about the boundaries of responsibilities between other tiers of support and this Tier 1 Support Contract.

 

Help Desk services are often described in terms of tiers of support.  Traditionally there are three tiers of support, with each subsequent tier requiring a higher level of expertise / attention being provided to the end-user.  Generally, higher tiers of support cost more money.  These tiers of support are generalized below:

 

Tier 1 support will consist of the following activities:

1)      Answer calls and log a trouble ticket.

2)      Attempt a quick resolution to the end-users issue.

3)      Provide information dissemination of organizational policies and procedures.

4)      Manage a queue of trouble tickets based on established priorities (Triage).

5)      Refer more advanced problems to specialist technicians providing Tier 2 & 3 support.

6)      Maintain ownership of referred issues to ensure closure by Tier 2 & 3 support.

7)      Run Help Desk reports and perform some help desk systems administration activities.

8)      Participate in quality improvement activities including team meetings.

 

Tier 2 support will consist of the following:

1)      Accept referred calls from Tier 1 support technicians.

2)      Provide higher level application specific, operating system, desktop, and office automation support.

3)      Provide on-site support as required to resolve end-user issues.

Tier 3 support will consist of the following:

1)      Accept referred calls from Tier 1 support technicians.

2)      Work with on-site Tier 2 support as required to the resolve issue. 

3)      Provide expert application / system support.

4)      Engage corporate resources (team leader) as required to resolve the issue.

 

Tier 0 Support - In addition to these traditional levels of support, new automated tools have become available to empower the end-user to resolve their own issues.  These automated tools are sometimes referred to as Tier 0 support tools and are normally implemented in larger organizations.  Tier 0 applications, such as a web-site to allow end-users to log their own trouble tickets, review the status of a trouble ticket or look up the resolution to a common problem in a database, become cost justifiable once a user community grows beyond a certain size. 

 

 

 

Stan Williams, Pricing

RGII Technologies, Inc.

A Computer Horizons Company

1997 Annapolis Exchange Parkway, Suite 210

Annapolis, Md. 21401

410-224-3554 ext.156 (O)

410-224-3767 (Fax)

240-678-8573 (Cell)

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