Aspect eWFM Maintenance

This is a combined synopsis and solicitation for Aspect eWFM Maintenance and Training performed by Aspect Software, Inc. The Aspect software used for the Federal Emergency Management Agency (FEMA) eWFM solution is proprietary and ONLY Aspect is authorized to sell the licenses to the government per previous market research and conversations with Aspect Software, Inc. FEMA's Recovery Technology Programs Division (RTPD) intends to procure via a follow-on contract 12-months of Aspect's electronic Workforce Management (eWFM) maintenance and training. Currently FEMA utilizes Aspect Software, Inc.'s eWFM v7.5 which was last upgraded in 2015. Aspect shall provide maintenance, troubleshooting, repair and diagnosis on the following Aspect eWFM modules and/or hardware: • eWFM CORE FST (Licenses: 2,500) • eWFM Agent Productivity Agent (Licenses: 2,500) • eWFM Real-Time Adherence Agent (Licenses: 2,500) • eWFM Allocate Agent (Licenses: 2,500) • eWFM Empower Agent (Licenses: 1,600) • eWFM eSchedule Planner IVR Port (Licenses: 24) • eWFM Administrator (Licenses: 20) • Virtual Schedule Attendant (VSA) • CXP Pro System (8 Port Production VSA Server) • AudioCodes Gateway Hardware for the CXP Pro (1) Aspect shall perform the maintenance remotely via VPN access 10 hours a day, 8 AM-6 PM central time, Monday through Friday, excluding recognized public holidays in the Texas NPSC (TXNPSC) locale. Aspect shall provide technical support by providing a toll free Helpdesk number. This number shall be provided to the Contracting Officer Representative (COR) within seven (7) business days of contract award. Aspect's Helpdesk must be available to FEMA end users to assist them in schedule changes, accessing the system, and general questions and assistance. The Helpdesk shall be available to all licensed end-users. In addition, problems may be reported by FEMA utilizing Aspect's website (www.aspect.com). Aspect shall provide a point-of contact, within seven (7) business days of contract award, for all maintenance related issues. The maintenance shall include software upgrades and update releases which may contain bug fixes, improvements, and enhancements. At no additional cost Aspect shall provide FEMA a CD of the applicable updates within five (5) business days of the releases. FEMA will install the upgrades, update releases, etc. Aspect shall provide a minimum notice of twelve (12) months on any End of Service Life Support for any software product supported on this contract. Aspect shall provide subscription based training for the eWorkforce Management. The subscription services provide for unlimited training through Aspect's Active Learning web-based portal, virtual instructor led training, and regularly scheduled onsite training courses at any Aspect facilities. The Contractor shall provide access and directions to the subscription training services within fourteen (14) calendar days of contract award. Workforce Management Education Agents Annual Subscription is for up to 1,800 users. The period of performance is 12 months ARO. This requirement is proprietary to Aspect Software, Inc.