Statewide Internet Portal Authority (SIPA)
8.1.8.2
Alternative Investigation and Evaluation
8.1.8.3 Recommendations
8.1.8.4 Approval
to
Proceed
8.1.8.5 Build
8.1.8.6 Acceptance
8.1.8.7
Operation, Support, and Maintenance
8.1.9 Help Desk Toolset
SIPA envisions that the Help Desk Toolset provided by the contractor will be used to
support the Help Desk function called out in Section 8.1.11. SIPA anticipates that Help
Desk services using the Help Desk Toolset acquired under this subsection will be offered
as a subscription service to state departments and other state and local government
entities. The contractor shall develop, acquire, or otherwise provide a Help Desk toolset
for the portal. The Help Desk toolset shall be capable of accepting, maintaining,
processing, and reporting Help Desk requests, and supporting the Help Desk staff in
providing Help Desk related services including but not limited to: Routing, escalation,
queuing, closure, and reporting. In addition, the contractor provided Help Desk toolset
shall provide performance related reports and inquiry capabilities useful to managers of
the help desk capability.
8.1.9.1 Requirements
Refinement
8.1.9.2
Alternative Investigation and Evaluation
8.1.9.3 Recommendations
8.1.9.4 Approval
to
Proceed
8.1.9.5 Build
8.1.9.6 Acceptance
8.1.9.7
Operation, Support, and Maintenance
8.1.10
Operate Help Desk
SIPA anticipates offering Help Desk services to state departments and other state and
local government entities using the Help Desk Toolset acquired under Section 8.1.9. The
contractor shall operate, support, and maintain a help desk service for SIPA. In addition
to providing the Help Desk toolset (Section 8.1.9), the contractor shall staff and operate a
call center whereby portal customers can obtain necessary Help Desk services. The
scope of Help Desk services required to be provided by the contractor shall be specified
in a Task Order.
8.1.10.1 Establish Customer Service Function
8.1.10.2 Provide On line Help Information
8.1.10.3 Provide Email Support
8.1.10.4 Provide Telephone Support
8.1.10.5 Provide Periodic Reporting
Request for Proposal 10/29/2004
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