Job & Family Services - Requests for Proposals
 

Request for Letterhead Bids (RLB)#: R-67-06-1530 for SACWIS Help Desk Support
All documents in .pdf format

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  2. Questions and Answers
    Final Question and Answer - 03/02/2007
  3. Announcements
    Announcement - (02/08/2007)

The Ohio Department of Job and Family Services (ODJFS) releases this Request for Letterhead Bids (RLB) for the purpose of obtaining a vendor with both current Ohio Minority Business Enterprise (MBE) certification and a current and appropriate Ohio Department of Administrative Services (DAS) State Term Schedule (STS) to provide three (3) Tier 1 Help Desk Support positions for the State Automated Child Welfare Information System (SACWIS).

The SACWIS Help Desk will provide end-user support for both state and county staff for Ohio's new web-based application which contains approximately 650 web pages with an estimated user base of approximately 6000 users.  The selected vendor will be responsible for documenting user problems, providing assistance where possible, and referring outstanding problems to the infrastructure support team, the application development team, or other resources required to resolve the user's problem.  The help desk will also be responsible for monitoring the resolution of problems and escalating problems that are not being addressed in a timely manner, as set out in the problem resolution processes.  The selected vendor will also be responsible for creating an average of 750 tickets per month for the initial pilot and will increase with the Rollout wave to an estimated of 2,000 tickets per month after one year. The call volume is approximately 300 calls during the initial pilot and growing at an average of 300 calls per month.  The estimated call volume will be approximately 3500 calls per month after one year.  The selected vendor will work with approximately nine (9) staff members providing this service.

This RLB document is released by ODJFS.  Services of the SACWIS Help Desk Support will be purchased by ODJFS from the selected vendor for the period of approximately April 1, 2007 to June 30, 2008. As a result of this RLB process, ODJFS expects to select a qualified MBE/EDGE vendor to perform the work described herein. The purchase of these services will be made through that vendor's existing STS with DAS; no additional ODJFS contract will result.

Click on the links below for the following project documents:

  1. RLB Proper (Primary Document)

Attachments to the RFP:

    • Attachment A - Required Vendor Information and Certifications (Must be completed by vendor and returned signed, as prt of TAB 1 of Vendor Proposal)
    • Attachment B - Request for Taxpayer Identification Form W-9 (Vendors are to complete, sign in BLUE ink and return.
    • Attachment C - Declaration Regarding Material Assistance/Nonassistance To A Terrorist Organization (DMA) Form. (Vendors are to complete, sign and return with their proposal.
    • Attachment D - Technical Purpose Score Sheet (provided for vendor self-evaulation -- not to be returned in bid)
    • Attachment E - Cost Proposal Form

     

    All submissions must be recieved no later than the date, time and location as specified in Section II of the RLB.