JUSTICE CANADA HELP DESK SERVICES

Trade Agreement: CETA / WTO-AGP / NAFTA / CFTA / FTAs with Peru / Colombia / Panama / Korea
Tendering Procedures: All interested suppliers may submit a bid
Competitive Procurement Strategy: Best Overall  Proposal
Comprehensive Land Claim Agreement: No
Nature of Requirements: 

This bid solicitation cancels and supersedes previous bid solicitation number 19335-160056/A dated September 6, 2016 with a closing of November 25, 2016 at 02:00 PM.

Notice of Proposed Procurement (NPP)

SERVICE DESK AND DESK-SIDE SUPPORT SERVICES REQUIREMENT

Solicitation Number:  19335-160056/E
Contracting Authority: Marlene Bitsene
Organization name: PWGSC/STAMS
Phone Number:  873-469-4833
E-Mail:  Marlene.bitsene@tpsgc-pwgsc.gc.ca

This requirement is for: Department of Justice (JUS)


Description of the requirement:

The Department of Justice (JUS) requires Help Desk and Desk-side Support Services to support users from both JUS and the Public Prosecution Service of Canada (PPSC), an independent Government of Canada agency receiving IT services from JUS. These critical services will support JUS and PPSC staff when they report IT issues, and provide resolution. The services of the Help Desk will be available to users in the National Capital Region (NCR), Regional Offices and Sub-Offices; however, Desk-side Support Services, including Hardware Break / Fix Services, will be for NCR users only. The Help Desk and Desk-side Support Services will offer a suite of IT systems management services to JUS and PPSC as follows:
Help Desk Services
The Help Desk will be the primary contact point for JUS and PPSC users to report incidents or request services, and is the group responsible for maintaining all information relating to users and the incidents and service requests reported by them.
Desk-side Support Services
The Desk-side Support will provide bilingual, highly qualified technical professionals with exemplary client-service skills to interact directly with JUS and PPSC staff. This group is responsible for accepting and resolving incidents assigned to it from the Help Desk. In conjunction with the Help Desk group, the Desk-side Support Services Representatives will act as the primary support group for the JUS and PPSC user community and as such are expected to handle the vast majority of support requirements. This team will perform the duties of a “second level” support group.
Hardware Break / Fix
The Hardware Break / Fix group will deliver warranty and post-warranty hardware repair and replacement services for JUS and PPSC workstations, printers, and related peripheral equipment located in JUS and PPSC offices throughout the NCR. The Hardware Break / Fix group will assist the Help Desk in managing information concerning the incidents and problems affecting the equipment, and is responsible for problem trend analysis and overall parts and inventory management.

Security Requirement:

There is a security requirement associated with this procurement.

Number and proposed period of contract(s):

It is intended to result in the award of one 3-year contract, with 1 one-year irrevocable option allowing Canada to extend the term of the contract.  

Inquiries:

Inquiries regarding this RFP requirement must be submitted to the PWGSC Procurement Authority named above.  


Delivery Date: Above-mentioned

The Crown retains the right to negotiate with suppliers on any procurement.

Documents may be submitted in either official language of Canada.