USDA APHIS - Program Support and Manuals Program Services - MRAS

The U.S. Department of Agriculture (USDA), through the General Services Administration (GSA), is conducting market research to identify capable contractors for a program support services contract. This initiative is spearheaded by the Animal and Plant Health Inspection Service (APHIS), which plays a crucial role in safeguarding U.S. agriculture by preventing the introduction and spread of animal and plant pests and diseases. APHIS's mission aligns with USDA's overarching goal of ensuring a safe, affordable food supply for the nation.

APHIS's Plant Protection and Quarantine (PPQ) division is responsible for protecting crops and forests from significant pests that could impact economic and environmental health. Within this framework, the Information Services and Manuals Unit (ISMU) maintains critical resources such as import manuals and the Agricultural Commodity Import Requirements (ACIR) Database. The ACIR Database provides real-time import requirements essential for PPQ employees, U.S. Customs and Border Protection personnel, importers, brokers, researchers, and other public users.

The project involves awarding a Firm Fixed Price contract to provide comprehensive Tier 1 Help Desk support for these information services. The contractor will manage email inquiries from various stakeholders using two dedicated email boxes, create user materials like guides or Standard Operating Procedures (SOPs), escalate complex issues appropriately, process routine data requests, and ensure consistent customer service through approved response templates. This support is vital to maintaining effective communication about regulatory changes within the ACIR system.

The successful contractor will need expertise in navigating PPQ manuals, understanding import requirements, regulatory information, and existing help processes. They will also be responsible for supporting PPQ-ISMU staff by acknowledging inquiries within established parameters, following decision trees for issue escalation, submitting data addition requests to the ACIR Database or PPQ Manuals from other units within PPQ, all while operating remotely/virtually.