EPA Sources Sought: EPA Acquisition System (EAS) User Care Help Desk Support

Notice ID 68HERC22Q0002

“BACKGROUND

The US Environmental Protection Agency (EPA), Office of Acquisition Solutions (OAS), under the supervision of the Director, Office of Acquisition Solutions, is responsible for acquisitions and the acquisition functions within the agency.

In order to perform these functions, the EPA uses a Commercial-Off-The-Shelf (COTS) system aligned with the Agency’s enterprise architecture.  The COTS product is PRISM, rebranded ‘EAS’, from the vendor Unison Software, Inc.

The EPA Acquisition System (EAS) is in the EPA Enterprise Architecture transition plan and target architecture. The EAS provides only essential business functions and has been designed to meet the OAS Information Resources Management (IRM) strategic vision.  EPA will provide the contractor with the appropriate EPA IT Policies and Procedures. The EAS is the starting point for many of the agency’s financial transactions.

PURPOSE:

The purpose of this task order is to provide EAS User Care in the form of Help Desk Support and Training associated with the EPA Acquisition System (EAS).  Contractor shall support the EAS project as defined by the tasks below:

  • Provide Staff for the Help Desk
    • Address User concerns associated with EAS
    • Document customer inquiries via the OAS Service Desk system and develop helpdesk metrics to identify patterns and trends for management
    • Use trouble shooting processes and procedures to remedy user identified issues
    • Identify and resolve issues arising from interfacing applications (i.e. Financial System interface & GSA hosted applications such as SAM & FPDS), and EAS upgrades/enhancements/patches associated with PRISM
    • Answer requests from telephone inquiries, voice mail, email and
    • User submitted Help Tickets as necessary associated with EAS
    • Test PRISM updates/patches in anticipation of release to production, and PRISM functionality potentially impacted by changes to interfacing applications.
  • Training
    • Train the EAS User community virtually and on site (travel may be required)
    • Provide EAS Office Hours (one-on-one assistance with EAS processes)
    • Identify EAS User community training gaps & needs assessments
    • Develop guidance/training materials on EAS issues & processes

The contractor shall provide on-site help desk personnel to support the tasks set forth below.  These individuals shall be located at the Ronald Regan Building, 1300 Pennsylvania Ave NW, Washington, DC.  The personnel for these positions

shall have a strong customer support background and have the ability to remain pleasant under stress.  In addition, all contractor personnel shall be extremely attentive to details.  Operational business hours are: 8 am – 6 pm Eastern Time, Monday through Friday, except for Federal holidays.  In the final month of the fiscal year, some weekend and extended hours may be required.

The tasks described below represent the work that will be required to support OAS’s EPA Acquisition System (EAS) Project Service Support.

As EPA is a ‘green’ Agency, contractors providing support to the Agency shall reflect ‘green’ business processes. The vendor shall use environmentally preferable products and services in support of the task order. Environmentally preferable products and services are defined as those that have a lesser or reduced effect on human health and the environment when compared to other products and services that serve the same purpose.  Environmentally preferable products may include less or non-toxic products, products manufactured with recycled content, bio-based products, products and services that reduce waste, energy efficient products and products that reduce water consumption. The vendor shall use biodegradable supplies in support of this task order when possible.  The vendor shall use recycled paper for all deliverables associated with the task order.  Travel to sites and meetings shall be limited and teleconferencing shall be used when possible to minimize the effort’s carbon footprint.  Teleconference invitations shall include electronically submitted materials that can be viewed from the desktop. Hard copy printing shall be limited and should only be performed when required.  IT equipment used in support of the task order shall also be energy efficient…”

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