Solicitation Number: 140D0420R0038
“Indian Health Service requires expert services and support to innovate, maintain, configure and troubleshoot hardware, operating system software and ancillary devices in support of Health Information Technology System (HITS) suite of applications. This support is necessary for continued operations or health information systems used in the delivery of patient care to population served by Indian Health Service.”
“The objective of this contract is to provide continuous tier 3 support for approximately 400 + production and development database instances operating on a combination of Windows and AIX environments, and continuous performance improvements of these systems. This will require the contractor to provide highly skilled, knowledgeable and professional IT support resources who shall perform critical operations and maintenance (O&M) services on databases as well as hardware.”
“The scope of the work includes the maintenance and improvement to support availability, integrity and confidentiality of the health information systems within the HITS infrastructure architecture, through engineering, systems administration, and Tier 3 support services.”
The scope of the work includes the maintenance and improvement to support availability, integrity and confidentiality of the health information systems within the HITS infrastructure architecture, through engineering, systems administration, and Tier 3 support services.
The contractor shall:
- Acknowledge and respond to Tier 3 services request initiated by federal, tribal and urban RPMS system customers using the IHS Information Technology Service Management System (ITSM) solution.
- Resolve and document the service provided and issue resolution of the service request within the ITSM.
- Provide Tier 3 technical hardware configuration and/or operating systems infrastructure consultation to Health Information Technology application developers.
- Resolve High Availability Cluster Multiprocessing (HACMP), OS and interoperability issues, and as necessary co-ordinate with hardware or software vendors
- Conduct analysis and develop key performance indicators for HITS Service Desk services to support continuous improvement
