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The Interoperable Connectivity Deployment Help Desk will provide dedicated technical support to deployers of interoperable connectivity devices and systems. This project will develop a technical support website and process that will provide different Tiers of technical support services to the deployers. The contract staff supporting this project will need to have real world deployment experience with interoperable connectivity devices. This project would include the following tasks and activities:
- Create an Interoperable Connectivity Help Desk website that would allow any deployer to:
-- Enter a help desk ticket that describes the issues they are facing and include as much or as little technical information as they are comfortable providing (e.g. - data logs, error logs, etc.)
-- Create a forum on the website where deployers can post and coordinate among themselves and with the technical support staff on ad hoc interoperable connectivity technical topics (e.g. - similar to Reddit or other technical forums).
- Create a process for adjudicating and resolving help desk tickets. This process would provide multiple Tiers of support services. An example of these potential tiers would include:
-- Tier 1: Technical support staff can resolve an issue with existing guidance or lessons learned from previous issues and provide the detailed documentation and resources that will resolve the deployers issue.
-- Tier 2: If the issue hasn't been seen before and/or no existing documentation or lessons learned resolve the issue, technical support staff would set up a virtual tiger team with the deployer and their vendors to work through troubleshooting and resolving the issue.
-- Tier 3: If the virtual tiger team can't resolve the issue, technical support staff would travel to the deployers location to provide onsite support to resolve the issue.
- Throughout the issue resolution process, technical support staff will document the actions, steps and processes that resolved the issue and add them to a running log of lessons learned and resolution actions that would be utilized during the Tier 1 processes.
- Technical support staff would also moderate and monitor the technical forums and create relevant lessons learned and resolution actions form those forums as appropriate.
This project also includes activities related to the Equipment Loan Program.
Disclaimer:
Title V, of Public Law 100-656 requires that Federal agencies make available its Procurement Forecast to the Small Business Administration (SBA) and to interested business owners. The forecast listing is not intended to be all-inclusive. The Forecast is one of many tools available to small businesses. All projected procurements are subject to revision or cancellation. Final decisions on the extent of competition, small business participation, estimated value, or any aspect of the procurement action will not be made until each procurement is initiated. The forecast data is for planning purposes, does not represent a pre-solicitation synopsis, does not constitute an invitation for bid or request for proposal, and is not a commitment by the government to purchase the desired products and services. Actual solicitation notices will be posted on beta.SAM.gov as prescribed by the Federal Acquisition Regulation (FAR)
