91990023Q0003 MSIX Help Desk   2

Solicitation 91990023Q0003 is for non-personal services. The U.S. Department of Education (Department), Office of Elementary and Secondary Education (OESE) contractor to provide MSIX Help Desk is the central point of contact between service providers and users/customers on a day-to-day basis. It is a single point of contact for reporting Incidents (disruptions or potential disruptions in service availability or quality) and for users making Service Requests (routine requests for services, e.g., password re-set, adding new users, etc.). The MSIX Help Desk contractor is responsible for the operation of the MSIX Help Desk telephone and email support for providing technical assistance regarding the functionality of the application and use of reports, notifications, and data requests, as well as problem reporting and resolution. It is also responsible for tools, procedures, development of Online Help content and resources for logging, managing, resolving, escalating, and dispatching resources to resolve problems within the MSIX application and connectivity to MSIX systems. The Contractor shall be responsible for establishing the review and all other items necessary to perform according to the tasks as described in the Performance Work Statement (PWS) and the terms and conditions of the solicitation and resultant contract. The contractor shall furnish all supplies necessary to fulfill the PWS.

The base period is from December 15, 2022, through December 14, 2023, with four (4) option periods, and a six (6) month option to extend services.

Written questions must be furnished to the Government no later than 10:00 AM EST on November 1, 2022; to ensure a timely response is provided by the solicitation closing date.

Telephone, written, or electronic request for hard copies of the solicitation documentation is discouraged. Vendors interested in this solicitation should access SAM.gov/ for issuance of the solicitation, associated documents, and solicitation amendments. Vendors will not be directly notified of solicitation amendments.

This procurement is Full and Open under NAICS Code 541511.

The purpose of Amendment 0001 is to provide a response to vendor questions, update the wording in the Instructions to Offerors, update Section 3.3 Resource Development of the Performance Work Statement (PWS), and update the wording in 3452.204-71 Deviation (JUN 2021) Notice to Offerors of Department Contractor Security Vetting Requirement.