DNFSB Agency-Wide Ticketing System - MRAS

requirements of the DNFSB.

Technical Design Document: A document outlining the technical design of the SaaS IT ticketing system, including the architecture, infrastructure requirements, and integration points.

User Acceptance Testing Plan: A plan outlining the testing process and criteria for user acceptance testing of the SaaS IT ticketing system.

Training Materials: Comprehensive training materials, including user manuals, online tutorials, and instructor-led training sessions, to ensure that all users have the knowledge and skills needed to effectively use the SaaS IT ticketing system.

Operations & Maintenance Phase Deliverables

Monthly Status Reports: Monthly reports detailing the status of ongoing operations and maintenance activities, including any issues or concerns that have arisen and their resolution.

Bug Fixes and Patches: Timely resolution of any bugs or issues identified in the SaaS IT ticketing system, including the development and deployment of patches or updates as necessary.

Enhancements and Upgrades: Development and deployment of any requested enhancements or upgrades to the SaaS IT ticketing system to meet evolving needs and requirements.

Documentation Updates: Regular updates to all relevant documentation, including user manuals, technical documentation, and training materials, to reflect any changes or updates made to the SaaS IT ticketing system.

Support and Helpdesk Services: Ongoing support and helpdesk services to address any user inquiries or issues related to the SaaS IT ticketing system.

Evaluation Criteria

The DNFSB will evaluate proposals based on several criteria, including:

- Technical Approach: The proposed technical approach for implementing the SaaS IT ticketing system, including architecture, infrastructure requirements, integration capabilities, and scalability.
- Experience and Qualifications: The contractor's experience and qualifications in implementing similar SaaS solutions for government agencies or organizations with similar needs.
- Cost: The proposed cost for implementing and maintaining the SaaS IT ticketing system, including any licensing fees, implementation costs, ongoing maintenance costs, and support costs.
- Training and Support: The proposed training and support services to ensure that all users have the knowledge and skills needed to effectively use the SaaS IT ticketing system.
- Compliance: The contractor's ability to comply with all applicable laws, regulations, and security requirements, including FISMA compliance and adherence to DNFSB IT security policies.

PERIOD OF PERFORMANCE

The period of performance for this contract is anticipated to be one base year with four option years. The base year will begin on the date of contract award, and each option year will begin on the anniversary of the contract award. The DNFSB may exercise the option years at its discretion based on performance, funding availability, and continued need for the services provided under this contract.

The contractor shall provide all necessary resources, personnel, equipment, and materials to perform the work required under this contract during the period of performance. The contractor shall adhere to all applicable laws, regulations, and standards throughout the duration of the contract.