DOT Sources Sought: FAA ESC CSDS Helpdesk Follow-on

Notice ID: ESCHelpdesk

The purpose of this Market Survey is to solicit statements of interest and capability from sources that can provide Customer Service Center (CSC) Support for The Federal Aviation Administration (FAA), Enterprise Service Center (ESC).

“The Mike Monroney Aeronautical Center (MMAC) is a major organizational complex representing the Federal Aviation Administration (FAA), Department of Transportation (DOT), and other Federal agencies. The Aeronautical Center supports the safe and efficient operation of national and international aviation systems and provides competitive business solutions for its customers.”

“The Enterprise Services Center (ESC) is an organization located at MMAC. ESC operates as a Federal Financial Shared Service Provider; one of four federal financial management Centers of Excellence as designated by the Office of Management and Budget (OMB) to provide integrated business services and solutions to the Federal Government.”

“AMK-260 Customer Service Center (CSC) Branch consists of three sections: AMK-261 Service Desk & Remote Support Section; AMK-262 Desk Side Support & Implementation Section; AMK-263 Media & Print Solution Section.”

“These service areas have a requirement for technical support to provide the following services for the MMAC, FAA, DOT, and other Federal Agencies:

  • Level 1 Service Desk Support
  • Level 1 Production Control & System Monitoring
  • Level 2 Computer Deployment Support for existing employees
  • Asset and Quality Management Services
  • Scanner Support”

Level 1 Service Desk Support

“The requirement is to support a Service Desk at the MMAC that handles approximately 130,000 calls annually. The Contractor shall provide a Service Desk, following ITIL best practice (e.g, incident management, change management, problem management, etc.), supporting DOT and Non-DOT customers nationally. The Contractor shall be familiar with and monitor a government furnished Automated Call Distribution/Interactive Voice Recognition (ACD/IVR) phone system. The Contractor shall be knowledgeable and understand how to navigate IT Service Management (ITSM) software for ticket/event tracking…”

Read more here.

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