Knova Software and Maintenance Support

Modification ONe (1) is hereby issued to change the FAR Part from FAR Subpart 13.5 (Test Program for Certain Commercial Items) to FAR Part 12 (Commercial Items) due the expiration of use of authority. The announcement is being extended until January 13, 2012. Submissions will be due via email by 12noon on January 13, 2012. This is a combined synopsis/solicitation for Commercial Items prepared in accordance with the format in Federal Acquisition Regulation (FAR) Part 12, Commercial Items. The NAICS Code is 511210. It is the intent of the Center for Information Technology (CIT), National Institutes of Health (NIH), to negotiate on a sole source basis with Consona CRM, Inc., 450 E. 96th St., Suite 300, Indianapolis, IN 46240-3797, to acquire a 12-month renewal of software and maintenance support for CIT's licensed KNOVA software products as required to support the NIH Service Desk. CIT previously selected KNOVA brand name software in 2004 for the initial design and installation to support the NIH Service Desk. KNOVA has provided infrastructure maintenance support to the NIH Service Desk since that date. KNOVA software is currently integrated into the NIH Service Desk's Remedy problem-tracking system and is used directly by the NIH Service Desk staff and other NIH technical support infrastructure components. In 2007, CIT acquired the upgrade, installation and deployment of KNOVA 7.2 to enable the NIH Service Desk to complete its transition to a service desk utilizing ITIL to assimilate the other components required to complete the service desk model. In addition to enhanced functionality, the upgrade to KNOVA 7.2 provides CIT with a Return on Investment (ROI). The acquisition of KNOVA 7.2 in 2007 was a major upgrade from the previous KNOVA Version 5.0 by providing the following enhancements: Successful deployment of KNOVA 7.2 live in the NIH environment, including installation; KNOVA Contact Center for Internal Users; and Configuration of Authoring Workflow and Document, Template and External Content Integration. KNOVA 7.2 is a top-rated product suite delivered on a powerful, adaptive NLP Search and Knowledge Management Platform. KNOVA 7.2 provides an intuitive toolset that allows the NIH Service Desk to affect the customer experience in a far more granular manner. KNOVA 7.2 features a patented self-learning search technology that enables users to access the best answers quickly. Service desk agents simply enter questions or issues in the customer's own words (supporting the Federal Government's Plain Language Initiative), and KNOVA Knowledge Desk informs them of the resolution options with the highest probability of success. Critically, this patented self-learning search and Knowledge Management engine - called the Cognitive Processor - continuously learns and improves with each transaction. KNOVA 7.2 provides a more proactive approach to managing the customer help desk experience than the traditional focus on service resolution management. The features included in KNOVA 7.2 also support collaboration across NIH Institutes/Centers. Since KNOVA engineered the existing software used by the NIH Service Desk, no other commercial off-the-shelf (COTS) software product could effectively map to the existing data. Furthermore, the KNOVA 7.2 user interface supports Section 508 of the Rehabilitation Act (29 U.S.C. - 794d). CIT has determined that KNOVA 7.2 brand name software and support is the only COTS product that can provide the enhanced software functions required by the NIH Service Desk. Consona is the only source for KNOVA software support with no authorized re-sellers. This notice of intent is not a Request for Quotations (RFQ), nor is an RFQ available. However, all responsible and responsive sources may submit descriptive literature fully documenting their software products and support specifications which will be considered by the agency. Sources interested in responding to this notice must be able to provide a software product that can fulfill all of the software requirements specified above. Information received in a timely manner will be considered solely for the purpose of determining whether to conduct a competitive procurement. A determination by the Government to conduct a competition for this proposed acquisition based upon responses to this notice is solely within the discretion of the Government. This requirement is being processed for CIT by the National Library of Medicine (NLM). NLM intends to make an award for this commercial item in accordance with FAR Part 12, Commercial Items. The contractor shall comply with all applicable Federal, state, and local laws, executive orders, rules and regulations in effect at time of award. Full text of FAR clauses and provisions are available at: http://www.arnet.gov/far/index.html. Responses must be received by the NLM Point of Contact by the due date and time listed under modification section. NLM Synopsis No. 12-276-CYC shall be noted on all correspondence to this announcement. RESPONSES SHALL BE SENT VIA EMAIL TO: Cara Calimano at CalimaC@mail.nlm.nih.gov. Inquiries regarding this notice may be made to Cara Calimano, (301) 496 6546; Fax 301 402-0642.