The Department of Housing and Urban Development (HUD), on behalf of the Office of Public and Indian Housing (PIH), seeks proposals to procure the services of help desk support services to the business customers of PIH with information and technical assistance on the operation of the Rental Housing Assistance business process that includes Inventory Management, formerly known as Public and Indian Housing Information Center PIC (herein referred to as the PIC System). The Contractor will also support the following applications: the Inventory Management System, which includes the inventory of units and tenant organic to the Public and Native American Programs. The purpose of this procurement is to obtain Contractor services to support PIC Coaches and users in the following areas: help desk support, facilitating meetings & conference calls, developing communications, training, program analysis, legislative compliance (option) and presentation support. The scope also includes Internet, Intranet and telephone support. The Resource Allocation Application, which includes capital fund, general grants, operating funds, and the Housing Choice Voucher Program. The Oversight and Monitoring Application which includes SEMAP, Risk Analysis, the Section 8 Management Assessment Program; The Monitoring and Planning System, the Voucher Management System, and the Resident Opportunity Self-Sufficiency Program (ROSS). Further, the services will also provide supports the Office of Native Americans Programs, (ONAP) Lotus Notes Discussion Databases and the Special Application Center Assignment Planning System (APS) in Lotus Notes. Required performance described in this Performance Work Statement shall be performed off-site. The contractor must provide staff, space, and equipment to receive 100 to 150 calls per day, increasing by 30 percent immediately following the release of a significant upgrade to the PIC system for one month. The contractor is to scale back down at the end of one month after the significant upgrade. The contractor is to inform the Government Technical Monitor (GTM) when telephone inquiry volume deviates significantly either higher or lower than projected for more than one week at a time. The contractor is to be able to adjust its resources to match a persistent increase or decrease in call volume on two weeks notice by the GTM. The call center support specified below may be include or exclude in your proposal, if the option is included, it must be included as specified below. HUD reserves the right to accept or reject the option without impact on the main proposal. Telephone inquiries will come from PIC Coaches, Public Housing Agency (PHA) staff users of the PIC system, and Field Office users of the PIC system. The questions will range from general computer usage questions up to detailed sub-module functionality questions. The contractor is to scale up its resources to meet the increased demand when given advance notice of a significant upgrade to the PIC system. The successful offeror must be fully able to meet these requirements. This Request For Proposals (RFP) is a 100% Small Business Set-Aside. The assigned NAICS Code is 561499 - All Other Business Support Services. The performance period of the awarded contract shall be one (1) 12-month base year with two (2) 12-month option periods. It is anticipated that one firm-fixed price contract will be awarded. The RFP will be released electronically. The RFP (Solicitation) any amendments, updates, questions, answers, and changes to the posted information will be available on or about May 31, 2006, at the following websites: FEDBIZOPPS: http://www.fedbizopps.gov/, and the HUD Current Contracting Opportunities Website: http://www.hud.gov/offices/cpo/contract.cfm. Written, faxed, or telephone requests for the solicitation or any of the amendments will NOT be accepted. No hard copies will be mailed. Submit general questions regarding this synopsis ONLY to
[email protected]. NO TELEPHONE CALLS PLEASE.