CATS+ Master Contract

Functional Area 6 - Systems/Facilities Management and Maintenance

Description -

Systems/Facilities Management and Maintenance services include: Data Center Technical Support/Operations, and Help Desk. At the State’s discretion, these services may be required to be provided externally to the requesting agency.

Data Center Technical Support
A) Description - Planning, analysis, troubleshooting, integration, acquisition, installation, operations, maintenance, training, documentation, and administration services for computer centers.
B) Examples of Potential Services:

• Develop/provide user manuals, programmer maintenance manuals, system design documentation;
• Provide operations and maintenance support;
• Analyze and assess equipment and performance degradation, including determination of hardware, software, and/or other technical changes necessary to meet operational requirements;
• Perform data entry;
• Provide support services to maintain operational data storage and retrieval applications resident on diverse computer platforms including, but not limited to, mainframes, and minicomputers;
• Implement and maintain backup and disaster recovery systems and processes;
• Develop standard operating procedures for the data center and associated systems/applications;
• Provide alternative sources of computer operations support and/or data center facilities;
• Provide assistance and help to users in areas, including, but not limited to, personalized assistance, telephone assistance and limited training;
• Perform hardware/software testing, installation, and maintenance;
• Collect and maintain statistics on hardware and software problems, maintenance service calls, and user base;
• Migrate data from system A to system B, which may require data QA/QC, data cleansing, data conversion and manipulations management;
• Monitor system performance and coordinate with office system vendors and users on efficient and effective use of the system;
• Provide technical training on all functions of the system;
• Develop requirements/specifications for hardware, software, and/or services;
• Develop special applications as required;
• Maintain system architecture/schematic on hardware, software, circuits, and codes for each system and user(s);
• Develop and maintain a configuration management program for all supported applications;
• Develop and maintain a lifecycle management program for all hardware and software applications;
• Centrally administer software licenses, including dynamic allocation;
• Perform network-based detection of viruses and unauthorized software and facilities to counter/eliminate/control;
• Centrally distribute electronic software;
• Migrate systems between State-owned and/or commercial facilities
• Manage and administer user identifications; passwords; and security keys;and
• Provide secure data center facility to host mission critical applications.

Facilities Maintenance
A) Description – Cleaning of equipment, fire suppression, heating, ventilation and air conditioning (HVAC) installation and maintenance, and Uninterruptible Power Supply (UPS).
B) Examples of Potential TORFPs:
• Installation and maintenance of UPS and HVAC systems;
• Installation and testing of fire suppression system; and
• Cleaning of facilities equipment.

Help Desk
A) Description - Centralized technical assistance service to supports end user problem resolution, and the distribution of general information concerning the effective use of IT.

B) Examples of Potential Services:
• Troubleshoot problems encountered using microcomputer software;
• Develop/provide user manuals, programmer maintenance manuals, and system design documentation;
• Provide user training in a variety of areas (e.g., desktop publishing, end-user security awareness training, telecommunications, operating systems, software packages);
• Analyze and assess equipment and performance degradation, including determination of hardware, software, and/or other technical changes necessary;
• Provide assistance in maintaining inventory control and location records of State-owned IT equipment/software and disposal of property as required;
• Collect statistics on hardware/software/system problems, security incidents, maintenance service calls, and user base;
• Analyze new applications, perform software maintenance, and make appropriate enhancements to existing systems;
• Assist customer personnel in identifying their requirements and/or problems;
• Review implementation plans for applications to ensure that the system resources are available to support applications in both the long and short term;
• Perform configuration management of software and hardware, including computers and network equipment across the enterprise; and
• Centrally administer software licenses, including dynamic allocation.

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Total # of Master Contractors: 511