SOURCES SOUGHT
R -- eRA Help Desk, Documentation, Training and Testing Support
- Notice Date
- 10/4/2011
- Notice Type
- Sources Sought
- NAICS
- 541990
— All Other Professional, Scientific, and Technical Services
- Contracting Office
- Department of Health and Human Services, National Institutes of Health, National Library of Medicine, 6707 Democracy Blvd., Suite 105, Bethesda, Maryland, 20894, United States
- ZIP Code
- 20894
- Solicitation Number
- NLM-12-001-EJB
- Archive Date
- 11/10/2011
- Point of Contact
- Em'Ria J. Briscoe, Phone: 3014354384
- E-Mail Address
-
briscoee@mail.nih.gov
(briscoee@mail.nih.gov)
- Small Business Set-Aside
- N/A
- Description
- National Institutes of Health (NIH) electronic Research Administration (eRA) Request for Information NLM-12-001-EJB The National Institutes of Health's (NIH) Electronic Research Administration (eRA) is conducting market research to identify sources that have the combination of experience in: • operating a service desk to support business processes • creating end-user documentation (e.g. user manuals, release notes, FAQs) • providing end-user training • performing functional and performance software testing Federal grants management system experience similar in size, scope and complexity to the eRA program is a key success indicator. All aspects of the grants lifecycle, including organizational registration, account provisioning, application receipt and validation checking, peer review assignment, award, management, and closeout are provided through eRA systems. The current contract supports about 25 FTEs. The hours of operation are from 7:00 am through 8:00 pm, Monday through Friday, except federal holidays. The eRA service desk receives approximately 300 service requests per operating day, although requests can exceed 500 during especially heavy demand. Requests are received primarily via telephone, but are also submitted via email, web page, facsimile and in person. The service desk supports more than 200,000 registered applicants and a community of more than 8,000 grant-process managers, both within and outside of the NIH. eRA anticipated resolution rate is greater than 85% on first contact, and the anticipated time on call is less than 20 minutes. The eRA expects to conduct a competitive acquisition and award a contract no later than October 2012. The contract type will be a hybrid of Firm Fixed Price and Labor Hour tasks. Contract staff members are not required to possess specific industry certifications (e.g. ITIL). Below are the characteristics of the eRA user support requirements: • Provide tier 1 support (customer request intake, establish or update customer record, gather required problem information) • Provide tier 2 support (diagnose customer problem, implement problem resolution) • Interact with tier 3 support (system owners) to implement additional problem resolution and prevention • Develop tier 0 (user self-help) resources • Capture support knowledge (e.g. troubleshooting steps) for use with eRA knowledgebase • Participate in meetings and technical discussions as a user advocate • Provide off hours support as required • Monitor systems for potential security/production interruptions • Assist with user provisioning • Assist with user outreach efforts • Refine/optimize support infrastructure tools (e.g. case management and automated call distribution) • Conduct cross-training sessions • Author or contribute to user guides, release note, and FAQs (and other web-published materials) • Develop, implement and maintain procedures and associated training plans for contract staff • Develop and maintain job aides • Document, track and resolve issues and risks at the program level • Perform periodic system status checks • Develop end-user training course information (including web-based tutorials) and conduct end user training • Develop use cases and test plans • Perform functional and performance testing • Provide periodic progress reports • Conduct predictive analysis to determine estimated support resource requirements and consumption • Conduct quality assurance and program management functions Please submit the following information: Name and address of company and or companies (if there is a teaming arrangement) 1. Corporate capabilities • Help Desk/Service Desk experience • Federal grants management systems experience 2. Relevant experience, including: • Contract name • Contracting Agency or Department • Yearly contract value (in $$) • Period of performance • Description of work and how it relates to eRA requirements 3. Hybrid contract experience - Firm fixed Price and Time and Materials, including: • Contract name • Contracting Agency • Yearly contract value (in $$) • Period of performance • Description of the general work contracted under a Hybrid and/or Firm Fixed Price acquisition, include what tasks worked best under FFP acquisitions and what tasks worked poorly, and the successes and difficulties of working under a Hybrid contract. Submission requirements: 1. Page limit - Five (5) 8 ½ x 11 pages 2. 1 inch margins (top, bottom and sides) 3. Times New Roman font - 12 point 4. Page limitation does not include (1 cover page, 1 letter of introduction page, or 1 table of contents page) 5. Do not include promotional materials Please submit all information to Em'Ria J. Briscoe at briscoee@mail.nih.gov by November 7, 2011. NO TELEPHONE REQUESTS WILL BE ACCEPTED.
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/HHS/NIH/OAM/NLM-12-001-EJB/listing.html)
- Place of Performance
- Address: 6705 Rockledge Drive, Bethesda, Maryland, 20817, United States
- Zip Code: 20817
- Zip Code: 20817
- Record
- SN02601910-W 20111006/111004234848-bae59545f8e5520e6e80872e09b95495 (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
(may not be valid after Archive Date)
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