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Services

CDW-G and SAIC

The CDW-G Electronic Commodity Store III contract offers Y2K compliant computer hardware and software as well as professional services through their preferred services provider, SAIC. This allows government users the ability to configure systems for their specific needs.

As one of the leading providers of information technology (IT) services nationwide, Science Applications International Corporation (SAIC) offers a complete range of IT services, focusing on innovation in adapting technology, process and contracts to meet unique customer needs. SAIC had been consistently named one of the top 10 Federal Prime Contractors by industry.

CDW-G offers products from a wide range of Original Equipment Manufacturers (OEMs). The equipment and services combination offered on the CDW-G ECS III contract goes beyond the requirements of the NIH in order to address the requirements of other federal agencies that will utilize this acquisition vehicle. This contract is open to all federal agencies.

The following services are on CDW-G's ECS III contract. The pricing is for the Metro Washington DC area. For areas outside of Metro DC, please call your assigned CDW-G account for a custom quote.

DESKSIDE SERVICE PACKS

Customers can order the service support needed based on the service required and the scope of the project. The support personnel provided will have the specific training and experience to match specific technical environment needs.

CLIN = Contract Line Item Number

Deskside Service Pack #1 CLIN 6001A $416.53

  • Choose any service combination
  • Delivery not to exceed four labor hours
  • Services provided between 8 a.m. and 5 p.m.
  • Limited to one location

Deskside Service Pack #2 CLIN 6002A $738.68

  • Choose any service combination
  • Delivery not to exceed eight labor hours
  • Services provided between 8 a.m. and 5 p.m.
  • Limited to one location

Deskside Service Pack #3 CLIN 6003A $3458.91

  • Choose any service combination
  • Delivery not to exceed 40 labor hours
  • Services provided between 8 a.m. and 5 p.m.
  • Limited to one location

Three scalable and customized Deskside Service Packs are offered to support multiple platforms - PCs, Mac, UNIX. These services are delivered on-site at the end-user's desk. Each deskside service has an associated point value allowing the customer to choose only those services needed. Upon completion of the requested services, the customer will receive a checklist to review and accept the work.

EMAIL & SERVICE MANAGEMENT PACKS

Centralized Email or Server Administration is offered for 160 hours or one year.

Email Administration

  • Provides centralized email administration from the customer's site utilizing the customer's email software
  • Monday through Friday, 8 a.m. to 5 p.m.
  • Limited to support for Microsoft Exchange
  • Requires establishment of automated mailbox quotas and turnover rate of less than 20% a year
  • Customer required to maintain the latest Operating System version on each email server

      Service Pack #1: CLIN 6004a $17,458.14

      • Service for one consecutive, four-week period for up to 1,000 email users on the same system

      Service Pack #2: CLIN 6005a $205,320.00

      • Service for one year, for up to 1,000 email users on one centrally located system

Server Administration

  • Provides centralized server management functions for up to 20 servers at the customer site
  • Provides monitoring, administrative backups and first tier problem resolution
  • Covers print, file, remote access, exchange access servers and domain controllers
  • Servers must be located in one central computer room
  • Monday through Friday, 8 a.m. to 5 p.m.

      Service Pack #1: CLIN 6006a $17,389.85

      • Service for one consecutive, four-week period

      Service Pack #2: CLIN 6007a $203,585.40

      • Service provided for one year

REMOTE MANAGEMENT SERVICES

Remote management services (8 a.m. to 5 p.m.) offer quick response and resolution of problems with proactive preventative monitoring at a lower cost. Both LAN Management and Help Desk Services from SAIC's centralized service center in Oak Ridge, Tennessee are available. The North American Integrated Services Management Center (ISMC) provides system, network and help desk services to federal customers.

Remote LAN Management CLIN 6008A $230,437.88

  • Provides centralized LAN network management for GFE network devices located in any number of computer rooms and communication closets worldwide
  • Supports routers, switches and hubs
  • Available for up to 1,000 nodes on the network per each pack ordered
  • Includes monitoring, Tier 2 problem resolution, change control, configuration management and performance management
  • Provided for one year, eight hours a day, five days a week
  • Requires remote LAN server management setup service

REMOTE HELP DESK SERVICES

Provides Commercial-Off-The-Shelf (COTS) PC productivity applications, problem resolution and installation support.

Service Pack #1 CLIN 6009A $26,438.31

  • Level 1 problem resolution
  • Basic installation support
  • Maximum of 1,000 units per month: each unit equals one trouble call of 10 minutes or less of service

Service Pack #2 CLIN 6010A $38,280.96

  • Level 2 problem resolution
  • Advanced installation support
  • Maximum of 500 units per month: each unit equals one trouble call of 30 minutes or less of service

Service Pack #3 CLIN 6011A $78,789.03

  • Level 1 customer, industry-specific back-office or client/server application problem resolution
  • Basic client tool installation support
  • Third-party vendor escalation services
  • Maximum of 2,000 units per month: each unit equals one trouble call of 15 minutes or less of service
  • Requires remote Help Desk new customer setup service

HARDWARE MAINTENANCE SERVICES

SAIC/CDW-G provides national hardware maintenance support, with price based on the type of peripherals and crisis hardware support.

Hardware Maintenance

Provide hardware maintenance for products purchased under ECS III Lots one through four:

 Standard Premium
Desktops CLIN 6012A $280.01 CLIN 6015A $322.36
Laptops CLIN 6013A $550.60 CLIN 6016A $610.60
Printers CLIN 6014A $248.24 CLIN 6017A $304.71

  • Other hardware Call for Pricing
  • Minimum period of one year
  • Monthly maintenance per unit pricing is established by location and product; includes both labor and materials
  • Standard service: best effort resolution within 16 hours
  • Premium service: 80% of tickets resolved in 16 business hours

On-Site Crisis Support

  • Provides emergency dispatch of a support technician to the end-user site
  • Service is available 24 hours a day, 7 days a week, with non-business hours port provided by on-call personnel
  • Response is best effort and typically within two hours of service request being logged
  • Service is billed on a time-and-materials basis, minimum charge of four hours per event
  • Must pre-order a block of hours and provide an authorizing contact person
  • Priced by type of hardware:
    • Desktop CLIN 6018A $396.48
    • Server CLIN 6019A $522.37
    • Network CLIN 6020A $396.48

NETWORK & SECURITY ASSESSMENTS

Network Assessments

Preliminary Assessment: CLIN 6031A $20,437.57 A high-level review and assessment of the agency's most obvious network issues with recommended options. The assessment is conducted at one customer site visit and limited to 25 nodes.

Detailed Assessment: CLIN 6032A $52,167.19 This assessment is a point-by-point review that examines and documents network specifications and configurations, providing a detailed plan for resolving network issues. Our assessment includes two site visits with a network size of approximately 400 nodes.

Security Assessments

Security assessments are conducted to determine the degree of risk an organization faces, within its IT infrastructure. The objective is to identify any condition or event that may adversely affect data, information or system resources. Applicable security threats are delineated and weaknesses in the network architecture, configuration, and current policy procedures are evaluated, as well as day-to-day operations that are identified along with recommendations for closing or reducing significance.

  • Assessments are performed on up to four representative platforms
  • Representative cross-section of workstations and applications are analyzed
  • All testing utilizes non-intrusive methods
  • Pricing is based on the number of locations and users

Security Assessment Services Level 4
CLIN 6021A $221,382.01

Security Assessment Services Level 3
CLIN 6022A $156,694.51

Security Assessment Services Level 2
CLIN 6023A $61,741.54

Security Assessment Services Level 1
CLIN 6024A $20,064.03

APPLICATION SECURITY TESTING
CLIN 6025A $3,529.50 per 100 Lines of code

SAIC/CDW-G's testing may be a combination of functional security testing and penetration testing depending on the customer's needs.

SECURITY POLICY REVIEW

A security policy is the set of laws, rules and practices that regulate how an organization manages, protects and distributes sensitive information. SAIC/CDW-G provides review of up to 100 pages, with comments and recommendations.

  • Review - Security Policy Development & Review CLIN 6026A $9,603.77
  • Development of New Policy - Security Policy Development & Review CLIN 6027A $20,480.51

SECURE CONFIGURATION TEMPLATE DEVELOPMENT CLIN 6028A $10,741.45

Each operating system should have a configuration template to ensure consistency across the agency and to serve as a reference for security administration. SAIC/CDW-G will tailor a template to fit a specific security policy.

GENERAL TECHNICAL SERVICES

SAIC/CDW-G provides high-level technical expertise in 160-hour increments.

Program Manager CLIN 6033A $25,815.94

Responsible for the effective management of funds and personnel; is accountable for the quality and timely delivery of all contractual items.

Business Process Engineer CLIN 6035A $22,117.02

Performs business process consulting services that span the life cycle of a project; conducts root cause and trend analyses; makes recommendations for processes, procedures and business rules.

Quality Assurance Manager CLIN 6034A $22,117.02

Establishes and maintains a process for evaluating systems and associated documentation; identifies areas of improvement; develops metrics and creates action plans.

Remedy Report Developer CLIN 6039A $21,475.83

Engineers software solutions using commercially available or custom CASE tools as required; develops technical documentation.

Jr. Help Desk Specialist CLIN 6041A $7,774.31

Provides Tier 1 phone support for end-users requesting assistance with hardware and software usage problems; provides call tracking and dispatch.

Project Control Specialist CLIN 6037A $11,440.29

Directs all financial management and administrative activities related to contracts.

Training Specialist CLIN 6036A $15,726.59

Develops and/or revises training courses; prepares training catalogs, instructor and student materials; conducts formal classroom courses, workshops and seminars.

Knowledge Coordinator CLIN 6038A $18,914.59

Lead for gathering information on problem solutions for reuse and inclusion in a knowledge database; details troubleshooting and resolution procedures.

Operations Supervisor CLIN 6039A $18,914.59

Provides supervision and direction to operations staff; ensures that operations are properly coordinated, monitored, logged, tracked and that problems are resolved.

PC Technician CLIN 6042A $8,995.52

Responds to end-user requests for installations; moves, adds, changes and does limited troubleshooting support of PCs, peripherals and associated software.

Desktop Support Analyst/Senior Support Analyst CLIN 6043A $11,426.17

Provides deskside troubleshooting support of PCs, peripherals and associated software. The Senior Analyst would handle advanced troubleshooting needs, including support for high-end work stations and may serve as a team lead.

For ordering and additional information, please contact:

Jayson Bildstein
jaysbil@cdwg.com
Phone: 877.325.0719

Tommy Day
SAIC ECS III Program Manager
703-824-5942
tommy.f.day@saic.com

Contact TASC for assistance or call
301.59.Go.CIT (V) 301.496.8294 (TDD)

National Institutes of HealthCenter for Information Technology
National Institutes of Health
Bethesda, Maryland 20892

Questions or Comments | Disclaimers

Department of Health and Human ServicesHealth and Human Services
Washington, D.C. 20201
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