As a direct result of this effort, the FDA expects to accomplish the following objectives:
- Increase FDAs current level of positive customer service responses from 80% to 85% over the duration of this BPA
- Reduce customer down time by decreasing the turnaround time to process ServiceNow tickets for delivery of IT equipment
- Ensure that FDA systems (ex: ServiceNow and SharePoint) are accurately maintained and updated as applicable, based on internal processes and procedures for Accountable and Non-Accountable Property
The Contractor shall provide a full range of IT support services that include project and warehouse management duties, RDC services; to include: reporting, support for receiving, preparing for use, delivery, and deployment of IT equipment, de-commissioning, and pick up of computers and other IT equipment for surplus or Exchange Sales Authority, PC Installation service; to include: PC Refresh customers, New Hires, reimage and set up center transfer computers, COOP customers, deskside support and the installation of software applications.