RFI: Defense Commissary Agency (DeCA) Area Technical Representative for Grocery Point of Sales

Background
The Defense Commissary Agency (DeCA) operates approximately 240 military commissaries worldwide in four global regions. Of that total, nearly 180 stores are in Continental United States (CONUS) locations, including Alaska and Hawaii. Approximately 60 stores are located outside the Continental United States (OCONUS) locations. The total number of commissaries operated globally is subject to change based on the needs of the military services. Commissaries support approximately 12 million United States military customers including Active Duty, Reserve, National Guard, military retirees, and family members. Commissaries operate similarly to commercial grocery stores and employ industry-standard Point of Sale (POS) systems, specifically those provided by International Business Machine (IBM) and National Cash Register (NCR). Regional Technical Representatives support DeCA operations impacted by POS system outages.

There are five (5) DeCA Regional Technical Representatives, one for each respective DeCA Area: CONUS East, CONUS West, CONUS Central, Asia-Pacific, and Europe. These representatives work as store escalation agents based on location, collaborating with the POS help desk. If a store has many pending help desk tickets, the DeCA Program Management Office (PMO) may direct site a visit to identify and address the root cause of the problem (training, hardware, software, etc.). The Representative may recommend an appropriate resolution strategy, such as providing additional training, coordinating with field engineers, or working with Tier 3 to fix the software issue. DeCA Regional Technical Representatives support Store Directors, Zone Managers, DeCA Headquarters, and Store Personnel.

Work Details
Provide five (5) Full Time Equivalent (FTE) Area Technical Representatives to area locations as described above to offer support for POS outages impacting commissary operations. Regional Technical Representatives are expected to perform standard duties normally associated with field support activities and demonstrate technical expertise in providing technical support for POS systems including troubleshooting, maintenance, system upgrades; capability to provide comprehensive coverage across multiple geographic regions; ability to respond promptly to technical issues and emergencies; capability to provide training to store staff on POS operations; capacity to customize POS systems to meet specific requirements and integrate them with other DeCA business systems; assurance of reliable service and availability of technical support representatives during business hours as well as after-hours support options.

Place of Performance
The geographic locations where the contract will be performed include CONUS East, CONUS West, CONUS Central, Asia-Pacific, and Europe.