Notice ID: RFQ1482407
The purpose of this procurement is to obtain Salesforce technical support services. The required services are necessary to maintain, and promote the effective use and adoption of Salesforce to support the new Health Center COVID-19 Vaccine Program Online Community…
The Contractor shall:
2.1 Be responsible for responding to and resolving tickets from system users. Work will be requested and monitored through the Salesforce IT Help Desk ticketing queue (currently built in Salesforce) to resolve approximately 350 system and end user issues. Resolved is defined as the request has been fulfilled, question answered, or issue has been fixed to the satisfaction of the requestor.
2.2 Provide Tier 1 and Tier 2 coverage during the hours of 7 am and 5 pm EST every weekday, excluding Federal holidays. Provide resolution within one (1) business day.
2.3 Coordinate with systems developers and/or Salesforce for any tickets that need higher escalation.
2.4 Performing user account maintenance to add, remove, or update accounts, contacts and end user information.
2.5 Provide on-call coverage and resolve emergency tickets after hours and on weekends. An emergency ticket is any issue that prevents health centers or look-alikes from meeting deadlines required to order COVID-19 vaccine doses through the Vaccine Program. Applicable deadlines typically occur on Thursdays and Fridays each week.
The Contractor shall:
3.1 Facilitate two (2) training events for the Health Center COVID-19 Vaccine Program Online Community. These events shall have an instructor guide and trainee materials, and shall be recorded for future BPHC use.
Training session format may be:
- Virtual Instructor Led Training – (On-line live training)
- Conduct Staff Briefings, Brown Bag Sessions or Office Hours
3.2 Provide training and training/job aide materials for participants in the Health Center COVID-19 Vaccine Program Online Community as new functions are added or to respond to a trend in help tickets received.
3.3 Ensure that all products Section 508 compliance.
The Contractor shall:
4.1 Provide data quality control reviews for reports generated from Health Center COVID-19 Vaccine Program data. These reports often provide critical program information to CDC and other program partners and stakeholders under very tight timelines. Reports may be requested daily.
4.2 Resolve any data quality issues by proposing changes in the Salesforce system or business processes that are part of the Vaccine Program.
4.3 Provide data quality review and field mapping for data from external sources that needs to be added to the Salesforce database.
