Software/Hardware Maintenance Support for Queuing Management System

The Internal Revenue Service (IRS) intends to issue a Firm Fixed Priced (FFP) delivery order for an extended warranty for hardware, software, and ADP support for the Q-Matic queuing management system that will provide corrective service in the event of a problem. The vendor must be an authorized reseller of Q-Matic products, services and licenses. The vendor shall perform in accordance with the attached Request for Quote. Brand Name Rationale: The Internal Revenue Service has Q-Matic queuing management systems in approximately 390 locations in Field Assistance areas nationwide. The existing systems use proprietary hardware and software that cannot be duplicated, substituted, or serviced, by any other vendor unless they are an authorized reseller of Q-Matic products, services and licenses. The systems integrate with the existing IRS queuing management systems, Tier B programs, and IRS network infrastructure. The system is networked to provide online access to customer service statistics. Q-Matic provides a proprietary commercial-off-the-shelf (COTS) networking solution for these systems that is uniquely capable of providing the queuing and management information that will address IRS' strategic plans for improved customer service, employee satisfaction and business results. The Q-Matic Queuing Management System is an on-line system available at selected major Taxpayer Assistance Centers (TACs) to facilitate workload and resource distribution by screening and categorizing taxpayer needs at the point of registration. The use of automated customer queuing management systems enables Field Assistance (FA) to more efficiently monitor and control customer traffic flow, and gather critical data for trend analysis in areas that include but are not limited to staffing, training, budgeting, and forecasting. The IRS has no plans to replace the existing Q-Matic queuing system and plans to continue utilizing the Q-Matic hardware and software. Thus, this acquisition is essential to the Government's requirements, thereby precluding consideration of a product manufactured by another company as such, an extended warranty must be purchased in order to ensure continued maintenance of the existing Q-Matic hardware and software. This purchase order will be made under the Authority of FAR Part 11.105 - Items peculiar to one manufacturer and FAR Part 52.211-6 - Brand Name or Equal. Only Q-Matic Corporation or an authorized Q-Matic reseller can provide the necessary products and services. Only brand name products will be considered. "Equal" or comparable products will not be considered. If a vendor submits a quotation with a comparable product the vendor will not be considered for award. The vendor shall be an authorized reseller of Q-Matic products, services and licenses. If open market items are proposed, the item(s) must be clearly labeled on the quote as "Open Market." Vendors are requested to provide a discount off of their current list price. The period of performance for Q-Matic products, services, and licenses is base plus two (1) year option periods from the Date of Award. Responsible sources who believe they can fulfill this requirement shall submit a completed quote by 12 pm ET on Thursday, November 15, 2013 via email to: rodney.johnson2@irs.gov with a cc to:valerie.a.robinson@irs.gov. Telephone inquiries will be considered non-responsive. The award will be made to the vendor that meets the Government's requirements and has the best value.