This is a combined synopsis/solicitation for commercial items in accordance with FAR Part 12. This constitutes the only solicitation. Proposals are being requested and a separate written solicitation will not be issued.

This solicitation, HSFE11-09-R-0001, is issued as a request for proposal (RFP) and includes all provisions and clauses in effect through Federal Acquisition Regulation.

This eWorkForce Management (eWFM) maintenance contract is in support of Federal Emergency Management Agency (FEMA's) National Processing Services Center (NPSC) enterprise-wide staffing requirements. The software provides advanced multi-center networking and enterprise staff management and monitoring capability. The eWFM modules enable streamlining and automation for schedule changes and notification to agents and supervisors. Inherent enterprise business rules eliminate redundant paperwork for schedule changes, time off, overtime and posted schedule information. Maintenance services are required to ensure eWFM modules are fully operational and any troubles or issues are minimal and do not impact the mission of the NPSC.

The Contractor shall provide technical support 10 hours a day, 8 AM-6 PM, Monday through Friday, by providing a toll free Helpdesk number. The Helpdesk should be available to end users to assist them in schedule changes, accessing the system, and general questions and assistance. The Helpdesk shall be available to all licensed end-users.

The Contractor shall provide maintenance, troubleshooting, repair and diagnosis on the eWFM modules (core eWFM software, eWFM agent productivity module, eWFM real-time adherence module, eWFM allocate module) remotely via VPN access 10 hours a day, 8 AM-6 PM CST, Monday through Friday. The maintenance is for 2,500 existing Aspect licenses for core eWFM software, eWFM agent productivity module, eWFM real-time adherence module, and the eWFM allocate module. The maintenance is also for 80 eWFM administrator licenses. The maintenance shall include software upgrades and update releases which may contain bug fixes, improvements, and enhancements. The Contractor and FEMA will schedule and perform maintenance releases and service pack installation jointly. The Contractor shall provide a minimum of 12 months notice on any End of Service Life Support for any software product.

See attached RFP and SOW for further information.

FAR provision 52.212-3, Offeror Representations and Certifications - Commercial Items (JUN 2008), must be completed and submitted with the offer.

We have found Aspect's software, which is the software FEMA acquired, proprietary. As such, any company besides Aspect performing maintenance work on said software would make the warranty null and void. Therefore, it is the intent and in the best interest of the Government and the taxpayer's dollars to award a sole source eWFM maintenance contract to Aspect.