RFP 2016-26 Service Center Desk Support

This contract awards NWN Corporation the responsibility to provide comprehensive service‑center desk support for Covered California’s two service centers (Rancho Cordova and Fresno) during a transition to state‑managed IT operations. The effort includes designing, documenting, and automating service‑desk processes, delivering day‑to‑day end‑user support for a >1,000‑seat environment, supporting server farms (≈30 servers), and transferring all knowledge to Covered California staff. The work is performed on‑site (8:00 a.m.–4:30 p.m., Mon‑Sat) with on‑call coverage (4:30 p.m.–6:00 p.m.) and may include additional Saturday work during the open enrollment window (Sept 1 – Feb 1) with one‑week notice. The contract is a fixed‑price, time‑and‑materials agreement with a ceiling of $920,000, funded primarily in FY 2017/18. • Scope: Service‑desk design, documentation, automation, daily support, server‑farm maintenance, and knowledge transfer. • Personnel: Minimum of two qualified service‑desk staff plus one senior server support engineer meeting specific experience thresholds. • Timeline: Effective 15 Jun 2017 – 30 Jun 2018, with a possible one‑year extension. • Funding: Approx. $70 k FY 2016/17 and $850 k FY 2017/18, total ceiling $920 k. • Vendor: NWN Corporation, Rancho Cordova, CA.