HELP DESK/CALL CENTER MASTER CONTRACTS ORIENTATION NOVEMBER 17, 2009 Presenters: Valerie Rolandelli, AVP of Procurement and Business Affairs, UMUC Michael Bachman, Director, Information Technology Support ,Towson University Robert Zornes, Manager of IT Vendor Support, UMUC. AGENDA
HELP DESK/CALL CENTER
NOVEMBER 17, 2009
Valerie Rolandelli, AVP of Procurement and Business Affairs, UMUC
Michael Bachman, Director, Information Technology Support ,Towson UniversityRobert Zornes, Manager of IT Vendor Support, UMUC
Vendor Contact List
These contracts resulted in response to MEEC members expressing interest in help desk/call center services.
A committee of MEEC members comprised of representatives from community colleges and universities developed the RFP documents and evaluated the vendor proposals received.
The committee was sensitive to all K-20 MEEC member institutions when evaluating the various vendors.
This presentation may appear slanted towards higher education, simply because that is the work context of your three presenters, but there was clear evidence in the vendor presentations that they are very adaptable to K-12 needs.
-General Terms and Conditions;
-Implementation Process for Buying MEEC Members;
-Certain sections of Master Contractor’s Technical Proposal
-Master Contractor’s Unit Price List is an exhibit to each Master Agreement
*Note: UMUC’s AVP of Procurement and Business Affairs (Valerie Rolandelli) was the Procurement Officer on behalf of USM/MEEC, however, interpretation of the appropriate use of these Agreements is the responsibility of the buying MEEC member and its institutional procurement policies and procedures. The Procurement Officer for the Master Agreements is available for assistance, but is not the final authority for the buying MEEC Member’s institution.
What can I use this for?
Comprehensive Help Desk and Call Center Services include, but is not limited to, management and staffing of learning management systems; PeopleSoft, Banner, Colleague or other ERP system(s); MS Office Suites portals for students, faculty, and staff; enrollment management and student services call centers; and technical support to other software and hardware applications for students, faculty and staff of MEEC members in good standing. The Agreement will be primarily for Level 1 Help Desk, however, may also be utilized, at the sole discretion of the MEEC member, for Level 2 support or for staff augmentation services related to the Services. [Refer to Section 2 of the RFP as amended from time to time for sample application/systems and user support breakout.] The Contractor will work with the buying MEEC member in developing, managing, and staffing the applicable need for help desk and/or call center support to assist prospective students, current students and faculty as determined by the buying MEEC member.
Audio Visual Support
IT Service Desk
Enrollment Management Services
Continuing Education Services
Switchboard Operator Services
Service Help Desk
Service Help Desk infrastructure
Software/Hardware support services
Training of on-site institutional help desk/call center staff and/or student workers
After Hours Support for Faculty/Staff/Students/Parents
October 8, 2009 to June 30, 2014 with renewal options for up to an additional five (5) years.
Help Desk/Call Center
Procurement of Task Orders (TORP)/
The Master Agreements serve as a framework for each individual MEEC university, college or school to evaluate the solutions available to them and determine which of the Master Contractors best fits their culture, price point, and timeline.
MEEC members can utilize these Master Agreements in two (2) ways:
1.Select one (1) Master Contractor with whom a task order scope of work/help desk services will be negotiated utilizing the contract unit pricing (a variety of quoted unit costs were received such as hourly rates, per incident fees, software licensing, training, etc.); or
2.Request a Task Order Proposal (TORP) based on a specific scope of services from two (2) or more awarded Master Contractors. Proposals will be evaluated in accordance with the Task Order Proposal Request documents considering both technical and price factors. (Separate guidelines and examples of Scopes of Work for use by MEEC Members are under construction.)
In both cases above, the Master Contractor’s Master Agreement unit pricing is
to be the basis for which pricing for a specific task order/scope of work is to be
MEEC Member prepares a written Scope of Work:
The Master Contractors will provide to the buying MEEC/University member a proposal for Help Desk services for the specified project, that may include, but is not limited to, the following:
Note: In addition to the information noted above, the buying MEEC/University member reserves the right to request other information from Help Desk Service Contractor as it deems appropriate. In such instances, this requested information will be included in the scope of services/proposal request issued by the applicable MEEC member.
AWARD OF A TORP
Following the evaluation of the TORP proposals, an award will be made by
the buying MEEC member to the Help Desk Service Contractor(s) with the
most advantageous proposal. The Buying MEEC Member may elect to
issue a Task Order Contract/Purchase Order with the Master Contractor
under the Master Agreement.
Awarded Task Orders Oversight and Management
ReportingDaily & Monthly Reports
Reporting Metrics for SLAs
Reporting Synchronous & Non-synchronous Interactions
Non-Synchronous – Email, Web Ticket
Synchronous – Phone & Chat
Non-Synchronous – Voicemail
Reporting Quality & Customer Satisfaction
ReconciliationClosing Business (Monthly & Yearly)
CommunicationScheduled Meetings and Touch-points
Communication Processes and Procedures for Notifications
Overview of Issues for Consideration
Exhibit A: Implementation Process verbatim from RFP
Exhibit B: Master Contractor’s Price Proposal
Contact Tamara Petronka, Executive Director of MEEC, to obtain specifics regarding each Master Agreement