Information Technology (IT) Services
Provided by Administrative Operations Service Offered to: HHS Small OpDivs*: ACF, AOA, AHRQ, HRSA Regions, PSC, OS, and SAMHSA *Campus facilities: have 100 or more personnel within a 5-mile radius; non-campus facilities: have fewer than 100 personnel within a 5-mile radius. Contact: 202-260-0975; IT_Operations@hhs.gov To help customers manage all aspects of IT, the Office of Information Technology Operations has a dedicated group of knowledgeable professionals. They work with customers to gather their requirements, design and develop plans, and implement and manage their IT needs. Operations and support capabilities include: - Planning, deployment, and maintenance of network devices and servers
- Enterprise network security monitoring and incident response
- Local Area Network high-speed data-transfer connectivity to the customer’s data and applications
- Wide Area Network services to interconnect the customer’s geographically expanding organization
- Courteous and experienced 24/7 Help Desk to answer questions or solve problems using remote desktop assistance
- Onsite desktop/laptop support with 3-year product lifecycle upgrades
- Government business continuity and disaster recovery services
- Government and commercial off-the-shelf software installation and technical support
- Network printer installation and technical support with toner replacement
- BlackBerry® e-mail and wireless solutions with annual product lifecycle upgrades
- Business application server hosting: hosting, maintaining, and managing the customer’s critical applications and databases in dedicated data centers
- Outlook® Exchange Enterprise E-mail Server hosting: hosting, maintaining, and managing the customer’s e-mail needs in dedicated data centers
The Office administers and implements its extensive IT program, which includes firewall and security protection, at the best affordable costs. Using IT services enables customers to minimize risks, lower costs, and concentrate on their day-to-day core Government business priorities. Performance: Help Desk/Technical Support - The average speed to answer calls will be less than 45 seconds.
- Call abandonment rate (caller hangs up after 60 seconds) will occur less than 5% of the time.
- All calls will be resolved on the first call 85% of the time.
- Technical support tickets will be completed no longer than 10 business days from the first notice.
- 99% of Priority 1 (Major Outage, Multiple Users Impacted) tickets will be closed within 2 business hours.
- 99% of Priority 2 (Includes: Significant Degradation of Performance, Multiple Users Impacted) tickets will be closed within 4 business hours.
- 99% of Priority 3 (Includes: Minor Degradation of Performance, Minimal Users Impacted) tickets will be closed within 8 business hours.
- 99% of Priority 4 (Includes: “How To” Requests, No Operational Impact) tickets will be closed within 3 business days.
Installation - 98% of new user installation will be completed within 5 business days.
- 98% of refresh/upgrade requests will be completed in accordance with the schedule agreed upon.
Adds/Changes - 98% of campus adds/changes for premium customers (secretaries, executives, and other VIPs) will be completed within 1 business day.
- 95% of campus adds/changes for standard customers (professional and administrative) will be completed within 1 business day.
- 98% of non-campus adds/changes for premium customers will be completed with 3 business days.
- 95% of non-campus adds/changes for standard customers will be completed within 5 business days.
Equipment Moves - 98% of campus equipment moves for premium customers will be completed within 3 business days.
- 95% of campus equipment moves for standard customers will be completed within 5 business days.
- 95% of non-campus equipment moves for premium customers will be completed within 5 business days.
- 95% of non-campus equipment moves for standard customers will be completed within 10 business days.
Hardware Break/Fix Requests - 95% of campus hardware break/fix requests for premium customers will be completed within 4 business hours.
- 95% of campus hardware break/fix requests for standard customers will be completed within 8 business hours.
- 95% of non-campus hardware break/fix requests for premium customers will be completed within 8 business hours.
- 95% of non-campus hardware break/fix requests for standard customers will be completed within 2 business days.
File Restoration - 95% of campus file restorations for premium customers will be completed within 4 business hours.
- 95% of campus file restorations for standard customers will be completed within 8 business hours.
- 95% of non-campus file restorations for premium customers will be completed within 4 business hours.
- 95% of non-campus file restorations for standard customers will be completed within 8 business hours.
Account Information Changes - User account information changes for premium customers will be completed 2 business hours from the time of receipt.
- User account information changes for standard customers will be completed 8 business hours from the time of receipt.
Rates: Product/Service | Description | Monthly Rate | Yearly Rate | Desktops | Dell X755 - Standard Service | 2.33GHz, 1GB memory, 80GB hard drive, speakers, 17" monitor | $253.19 | $3,038.31 | Dell X755 - Premium Service | 2.33GHz, 1GB memory, 80GB hard drive, speakers, 17" monitor | $291.92 | $3,503.02 | Power User Dell X755 - Standard Service | 3.0GHz, 2GB memory, 80GB hard drive, speakers, 19" monitor | $275.47 | $3,305.61 | Power User Dell X755 - Premium Service | 3.0GHz, 2GB memory, 80GB hard drive, speakers, 19" monitor | $314.19 | $3,770.32 | Laptops | Dell D430 Lightweight Travel Laptop - Standard Service | 1.2GHz, 1GB memory, 60GB hard drive, 12.1" screen | $336.86 | $4,042.37 | Dell D430 Lightweight Travel Laptop - Premium Service | 1.2GHz, 1GB memory, 60GB hard drive, 12.1" screen | $395.18 | $4,742.10 | Dell D430 Laptop Docking System - Standard Service | 1.2GHz, 1GB memory, 60GB hard drive, 12.1" screen, docking station, keyboard, mouse, 17" flat panel screen | $333.56 | $4,002.77 | Dell D430 Laptop Docking System - Premium Service | 1.2GHz, 1GB memory, 60GB hard drive, 12.1" screen, docking station, keyboard, mouse, 17" flat panel screen | $391.88 | $4,702.50 | Dell D630 Standard Travel Laptop - Standard Service | 1.8GHz, 1GB memory, 60GB hard drive, 14.1" screen | $289.01 | $3,468.17 | Dell D630 Standard Travel Laptop - Premium Service | 1.8GHz, 1GB memory, 60GB hard drive, 14.1" screen | $347.33 | $4,167.90 | Dell D630 Laptop Docking System - Standard Service | 1.8GHz, 1GB memory, 60GB hard drive, 14.1" screen, docking station, keyboard, mouse, 17" flat panel screen | $315.41 | $3,784.97 | Dell D630 Laptop Docking System - Premium Service | 1.8GHz, 1GB memory, 60GB hard drive, 14.1" screen, docking station, keyboard, mouse, 17" flat panel screen | $373.73 | $4,484.70 | Dell D830 Power User Laptop Docking System - Standard Service | 2.2GHz, 2GB memory, 120GB hard drive, 15.4" screen, docking station, keyboard, mouse, 19" flat panel screen | $364.91 | $4,378.97 | Dell D830 Power User Laptop Docking System - Premium Service | 2.2GHz, 2GB memory, 120GB hard drive, 15.4" screen, docking station, keyboard, mouse, 19" flat panel screen | $423.23 | $5,078.70 | E-mail | Standard Mailbox | Standard Mailbox | $15.22 | $182.64 | Basic Mailbox | Basic Mailbox | $10.08 | $120.96 | Parklawn Mailbox | Parklawn Mailbox | $13.96 | $167.52 | 100 MB Class 1 Storage | 100 MB Class 1 Storage | $3.17 | $38.04 | 100 MB Class 2 Storage | 100 MB Class 2 Storage | $3.17 | $38.04 | BlackBerry® (Email Connection) | BlackBerry® (Email Connection) | $4.48 | $53.76 | Network Printers | Network Printer-Black/White | Laser printer includes hardware, toner, remote monitoring and on-site support | $254.98 | $3,059.76 | Network Printer - Color | Laser printer includes hardware, toner, remote monitoring and on-site support | $640.09 | $7,681.08 | Network Printer - Wide Format | Laser printer special use includes hardware, toner, remote monitoring and on-site support | $258.35 | $3,100.20 | BlackBerry® | BlackBerry® 8700 | Wireless handheld device, e-mail service and technical support | $146.59 | $1,759.06 | BlackBerry® 8800 | Wireless handheld device, e-mail service and technical support | $199.21 | $2,390.54 | BlackBerry® 8830 series | Wireless handheld device, e-mail service and technical support | $191.15 | $2,293.82 | Business Application Hosting | Connection Only | Internet access only | $64.12 | $769.50 | Basic Server Support | Includes Internet access and security patching | $106.72 | $1,280.66 | Basic + Backup Server Support | Basic + backup | $272.78 | $3,273.40 | Basic + Backup + Operating System Management Server Support | Basic + backup + operating system management | $728.41 | $8,740.97 | Extended Large Server | Server with four or more processors hosted at the Government Transformation Center in Reston, VA | $1,539.66 | $18,475.89 | Extended Medium Server | Server with three processors hosted at the Government Transformation Center in Reston, VA | $839.06 | $10,068.72 | Extended Small Server | Server with two processors hosted at the Government Transformation Center in Reston, VA | $621.56 | $7,458.74 | San Storage Hosting/Management (GB/Mth) | | $2.76 | $33.09 | Tape Hosting/Mgmt (Per Tape) | | $23.02 | $276.25 | Restore (Per Restore) | | $109.90 | $1,318.86 |
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Provided by Administrative Operations Service Offered to: All Federal Agencies Contact: 301-443-2365; dara.murray@psc.hhs.gov IT Security Services is the one-stop shop for all of customers’ IT security needs. Composed of award-winning and certified security professionals knowledgeable in all areas of IT security, IT Security Services integrates Certification and Accreditation (C&A) and other security services to ensure that customers’ systems maintain their critical assets and are adequately protected. Services offered include: - C&A
- IT security training
- Federal Information Security Management Act audits
- Security test and evaluation
- IT Continuity of Operations in compliance with Federal guidance
Performance: 95% of project plan milestones will be met on time. 90% of projects will be delivered within budget. Rate: $114.73 per hour Top of Page
Provided by Administrative Operations Service Offered to: All Federal Agencies Contact: 301-443-2365; jack.stoute@psc.hhs.gov The Office of Business Technology Optimization provides custom IT project management services to identify, develop, and implement solutions that assist Federal Agencies in maximizing return on IT investments and support strategic business goals. Services offered include: - IT systems development
- Scheduling
- Budgeting
- Change management
- Implementation
- Stabilization
Performance: 95% of project plan milestones will be met on time. 90% of projects will be delivered within budget. Rate: By agreement Top of Page |