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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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