Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-2897

Government Authority located in New Jersey; USA based organization looking for expert vendor for compensation and pension product line help desk tier 2 and deployment support services.

[*] Budget: Looking for Proposals

[*] Scope of Service:

Vendor needs to provide compensation and pension product line help desk tier 2 and deployment support services.
- The Contractor shall provide a Monthly Help Desk Response Scripts baseline in accordance with the guidelines, capabilities, and limitations of the current C&P products/applications software release. The agile nature of these Service Desk processes will evolve and adapt with updated software functionality and application integration. Service Desk Analysts shall be prepared with this updated knowledge before it is released to the Customer to expedite the incident resolution process.
- The C&P Service Desk is a component of the overall C&P products/applications Incident Management Process (IMP). All C&P products/applications user support calls are initially sent to the VA Enterprise Service Desk (ESD), which is responsible for Tier 1 support within the C&P IMP. The VA ESD uses the Service Now (SNow) tool to track all support calls. The ESD will address any non-C&P issues such as the desktop, user access, network access, and printing.
- The Contractor shall support the C&P Service Desk from 6:30 am until 12:30 am Eastern Time (ET) Monday through Friday and 6:30 am to 6:30 pm ET on Saturdays for any Tier 2, 3 or 4 issues. For Tier 2, 3, or 4 issues received from the VA ESD after hours, the Contractor shall provide on-call personnel to support resolution of critical and serious severity code tickets as defined in the SLA table below.
- The average ticket volume is estimated to be from 262 – 620 tickets per day for the C&P Product Line Tier 2. Ticket Volumes have been as high as 7447 per day passed to Tier 2.
- The Contractor shall additionally provide Sunday Deployment support (facilitate and document end user testing activities) and 24 hours per day/7 days per week on call services. The overall C&P Incident Management Workflow is depicted in Figure 1.  C&P Product Line workflow will be expected to mirror this workflow.
- The Contractor shall review the issue information provided through the ESD and respond to the customer in accordance with the SLA defined in the table above. The Contractor shall use the SNow tool, provided through the VA ESD, to retrieve Tier 1 ticket information in support of Tier 2 resolution. The Contractor shall contact the customer/user if more information is required, and use appropriate scripts to provide resolution recommendations, or to provide a status. All information gathered shall be used to update the ticket system. 

[*] Eligibility:

Onshore (USA Organization Only)

[*] Work Performance:

Performance of the work will be offsite

[*] Proposal Submission:

Response can be submitted digitally via Email or Online.

Expiry Date : Monday, 13 November, 2023

Category : Call Center and Answering

Country : USA

State : New Jersey

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