JUN.19.2003
3:46PM NO.913
P.2
UN L SSIFIED
1.
Requester:
COTR
Phone:
Arleen
F
Williams
Estimated Contract Action Value:
202,000
Contractor:
Science Applications International Corporation
(SAIC)
Location/Division:
1953 Gallows Road Suite 260
Vienna.
V
22182
Point of
Contact/Position/Phone
(if
known):
2. Describe the supplies/services required and the need the procurement Is to satisfy:
The
DCI Information Services Management Staff
requires
additional
LAN
Admin/End-User
Support
under
the
current
DCI
Information
Services
and
Management Systems (ISMS)
Support
contract
(2000*0063800*000).
Currently, the DCI ISMS Is
facilitating
the ITsupport to the K Street Commission. Additional support is required to provide Informationtechnology support
to the K
Street Commission.
The
contractor shall provide:
Close support
by
answering customer questions, resolving user problems,
and
addressing customer requirements. The contractor shall ensure that customer requests
are
completed within a timely basis.
*
Track
all
requests
for
customer assistance
in the
Remedy Service Request Systemdatabase (SRS)
or
future replacement tracking system. Information
in SRS
shall
be
fully logged to include the customer's name, office, problem type, problem solution, time
to
resolve
and
customer notification
of
resolution.
The
contractor
shall
ensure thatcritical requests
are
prioritized
and
completed within
a
timely basis
to
meet
the
needs
of
the customers. The contractor shall identify persistent, on-going problems
that
requireadditional expertise
to
resolve. These types
of
problems should
be
identified
to
Government
management
and
referred
to the
appropriate next tier
of the
contractor's
support
team
for
additional
support.
*
Ensure that contractor personnel
are
available
to
provide customer
support
between
core
business hours, 8:00 A.M.
-
5:OOP.M.
Monday through Friday.
<•
Be
responsible
for
installing
and
enabling
the
approved anti-virus software
on all
laptops
and
stand
alone
computers.
In the
event
a
virus
Is
detected,
the
contractor shallcontact
ISSM and/or the DCI
Virus
Point
of
Contact (VPOC)
to
correctly eradicate
the
virus. The contractor
shall
ensure that the latest Agency released
anti-viral
software is
used for the
updates.
Be
familiar with
and
execute proper procedures
at an
efficient level.
The
contractorshall document
any new
procedure
or
instructions.
Participate
in
providing customer
tutorials,
briefings, presentations
and
ndividual/group
training sessions
on the
desktop software when needed.UNCLASSIFIED
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