The Government intends to solicit, negotiate, and award a base plus four options years with only one source. Phoenix Teledata Services, Inc., 370 Ranch Trail, Rockwall, Texas 75032. The procurement will be conducted in a sole source basis in accord ance with the statutory authority of 10 U.S.C. 2304(c) (1) as implemented by under the authority of FAR 13.106-1 (b), for Automatic Call Distribution System (ACD) Maintenance Services to include Hardware and Software, Maintenance and support. Standard te lephonic support including telephone hardware repairs or replacements, plus site visit when necessary. The manufacturers for this equipment are EON, ENNESW GA / DSSI, RICHARDSON TX. Specific Tasks: contractor shall provide all personnel, parts, equipment , tools, supervision, and other items and services necessary to provide remedial maintenance on all the components of the Automated Telephone Appointment System, hereinafter referred to as the system. The contractor shall provide repairs and parts, necess ary to return an inoperable item to a functional state of operation, as it was originally intended to operate. The contractor will be required to provide telephonic engineering services / technical assistance. The contractor shall provide routine, priori ty 1, and priority 2, repair service. Priority of all calls will be designated solely at the discretion of the government point of contact (POC). After receipt of a trouble call, the contractors personnel shall contact the POC and commence repair procedu res within 12 working hours for a routine call, 6 working hours for a priority 2 call, and 4 hours for a priority 1 call (regardless of the time of day). If service cannot be restored within a reasonable time frame, the contractor will notify the POC and update the status every 24 working hours for routine calls and every 4 hours for priority calls until service is restored or the POC requests different reporting routine. In the event that parts must be ordered by the contractor, the contractor must notif y the POC when the parts are ordered and update the status of the repair action at the beginning of every workday, unless requested by the POC to report less often until service is restored. Emergency service: Any service request outside of the normal service period will be cleared through the POC. Contractor shall provide telephonic consulting services to the POC to assist in the development and implementation of call flow and script changes at no additional cost to the government, throughout the term of this agreement. Contractor personnel are knowledgeable in all areas of the system. Contractor personnel are experienced and knowledgeable in the design, installation, maintenance and application support for all components included in the system. The contractor shall include corrective software upgrades for the system as standard maintenance items. This software shall be p rovided at no additional cost to the government. All other software upgrades will be made available per the manufacturers schedule. Items shall not be shipped without prior approval of the POC. The Government shall Make available to the contractor the i tems to be repaired and the facilities to conduct the repairs at such time and duration as coordinated between the contractor and the POC. Provide a government employee from the using activity to be on hand to work with the contractor after normal duty ho urs if service is not completed by 1730 hours. Contact the POC to gain access to the system equipment location. Provide a service report for calls attributed to equipment failure and/or equipment damage through misuse, theft, neglect, fire, or act of God . Equipment failure or damage due to a cause or combinations of these types of failure will be inspected and value. The contractor shall provide all parts, tools, test equipment, any machines, attachments, features etc., which are necessary for the prope r maintenance of the system under th is contract. Parts may be remanufactured, but will be warranted as new. Have the service technician continue uninterrupted on all service calls until the system is 100% operational according to the manufacturers specifications, unless parts have to be or dered, or software corrected by the manufacturer to complete the work. Have all requested parts, which meet the manufacturers specifications received within one working day, or identify any manufacturer's backlog schedule. In any event the contractor wil l make every attempt to provide parts as quickly as possible. Perform a quality assurance and / or operational test prior to the departure of the contractors service technician. Sign all service reports verifying completion and satisfaction of service p erformed. The contractor shall provide and maintain an 800 number for service calls. Contractor shall be responsible for all costs associated with returning repaired or replacement parts. The government shall be responsible for all costs associated with shipping parts to the Contractor for repair. Only accept requests for services initiated by the POC. The NAICS Code for this procurement is 811213 (Communication Equipment Repair and Maintenance), small business size standard is $6.5 Million. This sole source procurement is under the Simplified Acquisition Procedures, and Other Than Full and Open Competi tion and awarded on an unrestricted basis. THIS IS NOT A REQUEST FOR COMPETITIVE OFFERS and solicitation will not be issued; however; any firm that believes it can meet the requirements may give written notification to the Contracting Officer within 10 da ys from the date of the publication of this synopsis. Supporting evidence must be furnished in sufficient detail to demonstrate the ability to comply with the requirements listed. Number note 22 applies to this Synopsis. Responses received will be evalu ated; however, a determination by the Government not to compete the proposed procurement based upon responses to this notice is solely within the discretion of the Government. If no responses are received, the Government will precede with the sole source negotiation with Phoenix Teledata Services, Inc., Rockwall, Texas. Responses shall be submitted via e-mail, to the following address:
[email protected] or faxed responses will be accepted at (270) 798-7548. Telephone requests or inquires will n ot be accepted. A point of contact is Jose Cruz, Contract Specialist (270) 798-7849.