SOLICITATION NOTICE
D -- Software Upgrade and Installation
- Notice Date
- 8/17/2007
- Notice Type
- Solicitation Notice
- NAICS
- 541511
— Custom Computer Programming Services
- Contracting Office
- Department of Health and Human Services, National Institutes of Health, National Library of Medicine, 8600 Rockville Pike, Bethesda, MD, 20894, UNITED STATES
- ZIP Code
- 00000
- Solicitation Number
- 07-182-RDB
- Response Due
- 8/26/2007
- Archive Date
- 9/10/2007
- Description
- This is a combined synopsis/solicitation for Commercial Items prepared in accordance with the format in Federal Acquisition Regulation (FAR) Subpart 13.5, Test Program for Certain Commercial Items, as supplemented with additional information included in this announcement. This announcement serves as both a notice to offerors and as the solicitation. Responses (Quotes) should be developed based upon this announcement since a formal solicitation (Request for Quotations) will not be issued. This solicitation incorporates provisions and clauses in effect in the March 2005 FAR Revision, including all FAR Circulars issued as of the date of this synopsis. The NAICS Code is 541511. It is the intent of the Center for Information Technology (CIT), National Institutes of Health (NIH), to negotiate on a sole source basis with Knova Software Inc., One North Shore Center, 12 Federal Street, Suite 503, Pittsburgh, PA 15212 for the purpose of upgrading, installing and deploying KNOVA 7.2 proprietary software. KNOVA 7.2 includes the following suite of Intelligent Customer Experience applications: KNOVA Contact Center?, KNOVA Self-Service?, KNOVA Forums?, KNOVA Field Service?, KNOVA Guided Selling?, and KNOVA Knowledge Desk?. KNOVA brand name software and maintenance support were previously selected in 2004 for the initial design and installation to support the NIH Help Desk. KNOVA has provided infrastructure maintenance support to the NIH Help Desk since that date. KNOVA is currently integrated into the NIH Help Desk?s Remedy problem-tracking system and is used directly by the NIH Help Desk staff and other NIH technical support infrastructure components. The upgrade, installation and deployment of KNOVA 7.2 will enable the NIH Help Desk to complete its transition to a service desk utilizing ITIL to assimilate the other components required to complete the service desk model. In addition to enhanced functionality, an upgrade to KNOVA 7.2 will provide a Return on Investment (ROI). KNOVA 7.2 software represents a major upgrade from the existing KNOVA Version 5.0 and will include the following enhancements: Successful deployment of KNOVA 7.2 live in the NIH environment, including installation; KNOVA Contact Center for Internal Users; and Configuration of Authoring Workflow and Document, Template and External Content Integration. KNOVA 7.2 is a top-rated product suite delivered on a powerful, adaptive NLP Search and Knowledge Management Platform. KNOVA 7.2 provides an intuitive toolset that will allow the NIH Help Desk to affect the customer experience in a far more granular manner. KNOVA 7.2 features a patented self-learning search technology that enables users to access the best answers quickly. Service desk agents simply enter questions or issues in the customer's own words (supporting the Federal Government?s Plain Language Initiative), and KNOVA Knowledge Desk informs them of the resolution options with the highest probability of success. Critically, this patented self-learning search and Knowledge Management engine - called the Cognitive Processor? - continuously learns and improves with each transaction. KNOVA 7.2 provides a more proactive approach to managing the customer help desk experience than the traditional focus on service resolution management. The features included in KNOVA 7.2 will also support collaboration across NIH Institutes/Centers. Since KNOVA engineered the existing software used by the NIH Help Desk, it would be difficult at best for another commercial off-the-shelf (COTS) product to map to the existing data. Furthermore, the KNOVA 7.2 user interface supports Section 508 of the Rehabilitation Act (29 U.S.C. ? 794d). CIT has determined that the upgrade (including installation and deployment) of KNOVA 7.2 brand name software is the only COTS product that can provide the enhanced software functions required by the NIH Help Desk. This notice of intent is not a Request for Quotations (RFQ), nor is an RFQ available. However, all responsible and responsive sources may submit descriptive literature fully documenting their capabilities which will be considered by the agency. Sources interested in responding to this notice must be able to provide a software product, and installation and deployment, that can fulfill all of the enhancements described above. Information received in a timely manner will be considered solely for the purpose of determining whether to conduct a competitive procurement. A determination by the Government to conduct a competition for this proposed acquisition based upon responses to this notice is solely within the discretion of the Government. This requirement is being processed for CIT by the National Library of Medicine (NLM). NLM intends to make an award for this commercial item in accordance with FAR Subpart 13.5, Test Program for Certain Commercial Items. The contractor shall comply with all applicable Federal, state, and local laws, executive orders, rules and regulations in effect at time of award. Full text of FAR clauses and provisions are available at: http://www.arnet.gov/far/index.html. Responses must be received by the NLM Point of Contact within 10 (ten) calendar days from the publication date of this notice. NLM Synopsis No. 07-182/RDB shall be noted on all correspondence to this announcement. RESPONSES SHALL BE SENT VIA EMAIL TO both: Rico Batte rbatte@hotmail.com and Kevin Sullivan sullivak@mail.nih.gov Inquiries regarding this notice may be made to Rico Batte, (301) 496 6546; Fax 301 402-0642.
- Place of Performance
- Address: 8600 Rockville Pike, Bethesda, MD
- Zip Code: 20894
- Country: UNITED STATES
- Zip Code: 20894
- Record
- SN01376227-W 20070819/070817220648 (fbodaily.com)
- Source
-
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