Adams Communication & Engineering Technology


ACET Wins $152M NSD Operations T4 Award

Publication Date: 2012-09-28

ACET will provide nationwide services and support for the full range of functions performed by the National Service Desk in support of both internal VA and external non-VA customers. The phrase “external non-VA customers” refers to applications across agencies such as DOD. All accesses for non-VA systems supported by NSD will be provided as required. The scope of the work to be performed under this PWS encompasses 24/7/365 service desk coverage (after-hours and holidays, as well as multiple shift coverage); first-line service desk technician (Tier 1) IT support to collect and/or confirm customer and service request information, perform problem screening, and provide resolution. If resolution cannot be provided at the Tier 1 level, the service desk technician will provide facilitation of Tier 2 and Tier 3 levels of support by creating, prioritizing and assigning tickets to appropriate service providers for resolution. ACET will engage in IT service management (ITSM) processes and activities to deliver quality IT service and support; realize Continual Service Improvement (CSI) through the implementation of industry standards and best practices; execute sound project management principles to ensure project success; and provide program support to effectively manage the variety of service desk-related activities. Due to capacity constraints it is anticipated that ACET resources will need to be dispersed amongst VA facilities hosting NSD operations with communications consolidated via Automated Call Distribution (ACD) system.

Efforts under this Task Order (TO) shall be performed at VA facilities (Service desk software indicated parenthetically):


1. Austin, TX (Service Desk Manager [SDM])

2. Hines, IL (SDM)

3. Long Beach, CA (Remedy)

4. American Lake, WA (Remedy)

5. Tuscaloosa, AL (SDM) (Remedy)

6. Philadelphia, PA (SDM)

7. St Louis, MO (SDM)