R -- Internet Monitoring

In accordance with FAR Part 13.5 and FAR Part 12, the National Institutes of Health (NIH), National Library of Medicine (NLM) intends to procure web monitoring services on a sole source basis from Keynote Systems, Inc. The NAICS code is 518111 and the period of performance shall be for a period of one year from the date of award with three (3) additional option years. BACKGROUND INFORMATION: The Internet and World Wide Web (WWW or web) now play a critical role in dissemination of NLM information services. Availability of, and access to the NLM databases via the Internet and Internet2 is critical for the NLM mission. These factors combined require the need for a more comprehensive and dynamic NLM web monitoring process. The immediate priorities of the Web Monitoring Project include: (a) taking measurements of customer perception and use of NLM web sites, as well as (b) monitoring of the quality and availability of Internet connections by which users access NLM information services. The Web Monitoring Project is pursuing an integrated approach intended to encourage exchange of information and learning within NLM, and help better inform NLM management decision making on web site research, development, and implementation. PURPOSE AND OBJECTIVE FOR THIS PROCUREMENT: The contractor shall support NLM in the above efforts. The contractor shall provide NLM with monitoring of its selected web sites from various locations domestically and internationally and from various network providers. This information will be used to help NLM monitor the performance of its information services from an end user perspective, and will also be used to alert NLM technical staff when performance or availability of the services fall below established thresholds of performance. STATEMENT OF WORK: The contractor shall provide NLM with the following services, which provides comprehensive performance data on NLM online business and applications - all from the end-user?s perspective. The following are the measurement requirements: ? From a combination of at least 35 domestic and international cities, including multiple major Internet provider backbones from each city. Frequency of measurements to be taken at least once per hour per. Number of NLM web sites to monitor: Base year = 4 sites Option years 1 thru 3 = 0-10 sites ? From a combination of at least 35 domestic and international cities, and one Internet provider backbone from each city. Frequency of measurements is at least four per hour. Number of NLM web sites to monitor: Base year = 3 sites Option years 1 thru 3 = 0-10 sites ? From a combination of at least 16 domestic and international cities, and one Internet provider backbone from each city. Frequency of measurements is at least four per hour. Number of NLM web sites to monitor: Base year = 9 sites Option years 1 thru 3 = 0-10 sites ? A Data-feed Service. This provides the capability to export the collected performance data from the provider?s repository to an NLM server which can then analyze and display the information into NLM developed custom views. ? A hardware appliance that measures application performance from NLM-specified private networks. This appliance hardware and software must be supported by the vendor. The private agents must use a real embedded Internet Explorer browser with caching which simulates a real word scenario of a user returning to the monitored site. Number of appliances: Base and option years = 0-20 appliances; 5 initial appliances Number of measurements per agent = up to 10 measurements per agent @ 15 minute frequency ? The contractor shall provide Technical Support services for the above specified monitoring services at the level of one incident per month. ? The vendor shall provide NLM with two accounts for managing the above services via the web. These accounts will be used to manage two groupings of NLM-managed web sites. NLM can elect to exercise additional quantities of these items during the base and option years of the contract, from the ranges as specified. REPORTING REQUIREMENTS AND DELIVERABLES: The contractor shall provide NLM with the service as specified in this SOW. E-mail alerts will be sent to NLM-designated mailing lists when web page download times exceed the specified thresholds, or when NLM web services are unreachable. The contractor shall also provide appliance monitoring agents for NLM to install and use to monitor designated NLM web sites. The contractor shall provide Technical Support for the Services provided to NLM. The vendor shall provide NLM with two accounts for managing services. INSPECTION AND ACCEPTANCE REQUIREMENTS: All deliverables will be inspected and approved by the NLM Project Officer. SOLE SOURCE JUSTIFICATION Keynote Systems, Inc. is uniquely qualified to carry out this work because of the following capabilities: Development and application of the Keynote Web Site Measurement Metrics that monitor high-end access to web sites with comprehensive U.S. and international coverage; development and applications of the Business 40, Consumer 40, and Government 40 performance benchmarking; leadership position in the domestic and international Internet performance measurement business; prior track record in providing quality Internet performance measurement services to NLM; ability to carry out performance measurement and monitoring on a continuous basis; and ability to provide continuity in performance measurements that is compatible with monitoring data from prior years. No other company was determined to have the necessary permanent U.S. and international monitoring network; ongoing business, consumer, and government performance benchmarking capabilities; backward compatibility with prior data collection, reporting; and customer software that allows direct comparison between client and benchmark performance measurements. In addition Keynote is the only vendor that provides a complete solution set that provides on-demand test and measurement products for Internet performance, mobile communications, VoIP, and streaming media. Keynote enables organizations to know precisely how their Web sites, content, and applications perform on actual browsers, networks, and devices long before their customers are impacted. This is not a Request for Quotation (RFQ), nor is an RFQ available, however, all responsive sources may submit a proposal in a timely manner which will be considered by NLM. Firms interested in responding to this notice must be able to provide the referenced service as specified above. Responses must be in writing and must be received at the National Library of Medicine, 8600 Rockville Pike, Bldg. 38A, Room B1N17, Bethesda, MD 20894 by 4PM EDT on September 12, 2007. Proposals must include pricing information and should reference Synopsis No. 07-193/SB. Inquires regarding this notice should be made to Sally Boakye at boakyes@mail.nih.gov . Evaluation Criteria Any proposals submitted will be evaluated on the following criteria. EVALUATION FACTORS FOR AWARD GENERAL The major evaluation factors will include technical factors (which encompasses vendor experience), and cost/price factors. Although technical factors are of paramount consideration in the award of the contract, cost/price is also important to the overall contract award decision. All evaluation factors other than cost or price, when combined, are significantly more important than cost or price. The evaluation will be based on the demonstrated capabilities of the prospective Contractors in relation to the needs of the project as set forth in the Statement of Work. The merits of each quotation will be evaluated carefully. The offeror must submit information sufficient to evaluate their quotation based on the detailed criteria listed below. Failure to provide the information required may result in rejection of the quotation without further consideration. Mandatory Criteria The offereor must be able to provide all services and support as described in the Statement of work, including optional quantities. Evaluation Criteria Technical Capability COMBINED (60 POINTS) The criteria below are listed in the order of relative importance for evaluation purposes: ? Comprehensiveness of coverage for monitoring high-end access to web sites with U.S. and international coverage ? Ability to carry out performance measurement and monitoring on a continuous 24x7x365 basis and with frequencies as specified in the SOW. ? Provides private dedicated agents that provide measurements that are not subject to any data contamination due to varying hardware implementations, issues that regularly occur with any software-only based solution. The agents should have Internet Explorer imbedded. ? Diagnostic services that allow NLM staff to get performance advice consultants that are adept at identifying Website performance issues. ? The capability to export measurement data to NLM servers on demand. Service Support COMBINED (30 POINTS) ? Support for appliances should be comprehensive ? Support for monitoring incidents should be prompt and complete ? Diagnostic support for services should be from experts in the respective fields. Corporate Related Experience COMBINED (10 POINTS) ? Monitoring web services should be part of the core competency of the Offeror. ? The offereor should have a leadership position in the domestic and international Internet performance measurement business. Total Possible Technical Score = 100 PTS. A final best-buy analysis will be performed taking into consideration the results of the technical evaluation, cost/price analysis, and ability to complete the work as described.