Capability Statement
Contact Centers & Help Desk Services
1.0
Business Information
Duns# 070509828
Small Business Status $7M Size
SBA Certified 8(m)
EDWOSB, WOSB
Contact
Clare Hines, President/CEO
clarehines@netamerica.net
Sylvia Cannon-Treadwell
Sr. VP Operations
Sylviacannontreadwell@netamerica.net
Sheila Harley-Washington,
VP Business Development
Sheila.Harley@netamerica.net
net.America Summary
The net.America Corporation is a highly successful woman-owned
SBA EDWOSB 8(m) certified firm providing program management,
information systems, and multi-channel contact centers to Federal government
agencies. net.America has a proven track record of providing efficient and
effective professional services to federal agencies, such as FEMA, NASA,
HUD, and TSA. For the past nine years, net.America has been providing
FEMA, TSA, COMMERCE and HUD with program management support,
software development, e-grants support and Help Desk services. In particular,
we have served HUD for the past nine years and have exemplary past
performance ratings.
net.America’s Founder and CEO, Clare Hines, has over 18 years of
Federal grants and program management experience and she has developed a
technical approach to business that brings strategic creativity and innovation to
each opportunity. The Sr. VP of Operations, Sylvia Cannon-Treadwell offers
the benefit of 20 plus years of experience in the development and management
of corporate, government and multi-employer plan systems and services that
seek to elevate information delivery to and on behalf of specific stakeholders.
Ms. Hines and Ms. Cannon-Treadwell form a dynamic team focused on
creating an experience for clients that is driven by the most efficient and
effective technology and highly skilled staff. Mr. Jeff Lininger, an
experienced program manager assigned to the PTO Enterprise Contact Center,
has over 12 years of advanced contact center design and management
experience and in-depth knowledge of various contact center solutions, both
on-premise and hosted.
net.America is a fiscally sound company with a solid infrastructure in
place to accommodate growth from its current annual revenue levels of $7M.
With investments in our Finance and Human Resources divisions, net.America
is poised to compete on more complex engagements. For the past couple of
years, we have been using Deltek’s GCS premier as our accounting system
and performing annual audits through eCohen, an independent CPA firm.
Net.America routinely receives “kudos” for its customer service and
dedication to its clients. Recently, Jane Erlandson of the U.S. Department of
Housing and Urban Development stated:
“we have found net.America to be responsive and attentive to our
requirements and is always looking for ways to improve processes for the
benefit of our ultimate clients – the general public.”
Core Offerings
Contact Centers &
Help Desk
Information
Technology
Health Services
Program
Management
Grants Management
NAICS CODES
519190
541511
541512
541513
541519
541611
541690
541990
561110
561210
561410
561421
561422
Contact Centers & Help Desk Services
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45 Seat State-of-the-art Contact Center with expansion capacity to 200
Contact Center Design & Management Services
Clearinghouse Support Services
Call Center/Service Desk Support
Integration with CRM Solutions
Help Desk Fulfillment & Distribution
Cloud-Based Telephony and CRM
Information Technology Services
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Cloud-Based/Hosted Solutions
Software Development
Web-Based Application Development
IT Help Desk/Seat Management
Custom & Solution Based Applications
Health Services
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Outreach/Communication
Behavioral Health
Public Health
Administration of Health Policies
Program Management
Program Management
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PMO Set-up and Management
Business Process Reengineering
Project Planning, Tracking & Compliance Monitoring
Grants Management
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Program Announcement & Solicitation Preparation
Initial, Second Level & Post Reviews
Outreach & Technical Assistance
Report Generation
2.0
Past Performance Summary
The net.America Corporation has demonstrated abilities to
effectively transition, implement, and manage a wide range of services
and the demands thereof. We have elected to provide details of the
following Past Performances.
HUD Multifamily End User Support Services
Past Performance
HUD EUSS – Value $3.4M
5/2010-5/2013
POC: Vanessa Boone
Vanessa.J.Boone@hud.gov
net.America provides End User Support Services (EUSS) for six IT
systems under the office of Multifamily Housing from its site at 16000
Trade Zone Avenue, Upper Marlboro, MD.
The EUSS provides
technical support to the Tenant Rental Assistance Certification System
(TRACS), Integrated Real Estate Management Systems (IREMS),
Development Application System (DAP), Mortgage Delinquency and
Default Reporting System (MDDR), and Active Partners Performance
System (APPS), the Enterprise Income Verification (EIV). Net America
provides all the technical expertise, equipment, telephone trunk lines,
support and the facility necessary to perform the tasks defined on this
project.
The project is comprised of professional staff with demonstrated
experience in IT desk concepts, as well as skills/abilities to ensure timely
and accurate handling of inquiries. Currently English and Spanish
support is available, with the capacity to support a wide range of
languages. Staff responds to a wide range of customer support work,
through different communication channels (e.g. telephone, email,
facsimile, postal mail and web chat. Forecasting and analysis tools are
used to assist the management team in scheduling staff and work load in
order to meet the changing volumes.
net.America is responsible for maintaining several “Master Lists” that
involve major federal housing and voucher programs. These lists provide
critical information about the validity and/or authenticity of partners,
participants and stakeholders, therefore, our performance and
management of these lists require the strictest levels of quality control.
net.America staff is responsible for diagnosing user problems, resolving
open service desk tickets, addressing and resolving user problems,
recording service/complaint calls, and performing problem closeout of
open tickets.
Whenever the government implements a policy change or modification,
the projects SOPs are updated to reflect any changes. net.America also
updates and maintains the system documentation for this application.
U.S. Patent and Trademark Office (PTO)
Past Performance
U.S. PTO – Value $8.0M
9/2011-9/2016
POC: Jay Chalk
Jay.Chalk@USPTO.GOV
Net.America has been providing the USPTO Enterprise Contact Center
(ECC) Infrastructure Support Services, which include system analysis,
design, programming, testing, implementation, operations and
maintenance. We utilize a dynamic team of skilled, certified and trained
staff to support the ECC. The net.America maintains an offsite office in
Alexandria, VA., where the Service Desk Team is resident, enabling
remote access and on-site support to the various buildings occupied by
the USPTO Business Centers in Alexandria and Shirlington, VA.
The net.America Corporation provides experienced, certified Interactive
Intelligence support personnel with reach-back into corporate resources
to provide highly responsive support to the USPTO ECC. Our Project
Team currently maintains the USPTO ECC’s business-critical functions
and provides high quality services to the USPTO business centers. We
will proactively monitor the ECC system and perform scheduled
maintenance, identifying potential or actual defects and enhancement
opportunities before impact is made. The Project Team consistently
meets or exceeds the response requirements of the Service Level
Agreements (SLA). The ECC Service Desk staff performs all operations
on the current ECC implementation and regularly monitors ECC
performance to ensure continued operations.
Service Desk and End User Support: The Project Team replies
to the customers are sent via email through the ERMS server and USPTO
Exchange servers. The Project Team:
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Maintains the integrity of the USPTO’s IT environment by
installing and testing system patches and any type of software installation
prior to implementation in USPTO’s production environment in
accordance with policies and procedures as set by the USPTO. Problems
and changes are tracked with the OCIO production Problem/Change
Management system, and work is documented in problem and/or change
records.
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Creates or responds to a service request record in a USPTO
provided maintenance tracking system for all ECC calls received from
customers or problems identified. After which the call is assigned, as
appropriate, for resolution and/or action, and the customer is informed
when the service request has been resolved. All calls are being closed out
in the USPTO’s tracking system upon problem resolution and Team
performs root cause analysis if requested by the USPTO COTR.
The Project Team monitors the ECC system 24x7x365 days a year
and ensures alarm conditions are sent to the OCIO Event Management
System (EMS) tool, and provide technical support to accommodate
Section 508 compliance, including assessment support and remediation,
as required and as applicable. The current production systems/subsystems
will be analyzed for the purpose of determining the accuracy of output or
original design specifications, and assist in maintaining the most current
production copies of both code and documentation in the appropriate
OCIO configuration management (CM) systems. They maintain a
comprehensive test environment used to perform operational and
compliance testing before releasing software and/or hardware into the
ECC environment.
Software upgrades: The net.America Team can upgrade and
tailor COTS and Government-furnished products when tasked by the
Government. New ECC development projects may involve the
development and deployment of AIS to support a new or changed
business function, to replace existing AIS which can no longer fulfill
business needs, or to automate functions being done manually. Our
experience with major USPTO AIS development projects includes
integrating the ECC to COTS products Siebel 7.5.x for contact center
screen pops and Remedy AR for IT help desk screen pops. ECC upgrades
and extensions are developed in compliance with LCM processes and
procedures utilizing technology supported by the USPTO Technical
Standards and Guidelines (TSG). LCM processes and procedures span
the software development life cycle from concept phase, detailed analysis
phase, development phase, deployment phase, and operations phase.
Training and Support: They provide software and hardware
usage training remotely or at the customer site a required.
Past Performance
Prince George’s County
Service Desk – Value $2.8M
10/2012-10/2014
POC: Hugh Alexander
hcalexander@co.po.md.us
Prince George’s County - Countywide Service Desk
net.America deploys a Project Team of comprised of competent,
technically qualified and experienced professionals to manage and
maintain a Single Point of Contact (SPOC) SD operation that supports
onsite (desk side), remote and telephone incident management, as well as
disseminating technology information to County end users located in
numerous buildings throughout the County 24 hours/day, 365 days/year.
The services provided encompass all end user computer related incidents
and response to incidents interactively, providing full on-site support
during normal County business hours (7:00 a.m. to 6:00 p.m., Monday
through Friday exclusive of County holidays), with limited on-site support
(call center and remote control) Monday through Thursday from 6:00 p.m.
to 7:00 a.m. and from Friday 6:00 pm to Monday 7:00 am. All primary SD
Operations are performed at various locations within Prince George’s
County (the County) as assigned or requested. The Service Desk Team is
dispatched to an emergency location as needed, outside of normal
situations in case of unplanned events such as outages or natural disaster,
utilizing these facilities if necessary.
Our support services include incident/service request detection and
recording, classification, investigation and diagnosis, resolution and
recovery, and closure. Our processes for incident monitoring, tracking and
communication will include: ITIL v3, HDI and PMI best practice
solutions and continuous process improvement strategies in accordance
with County, OITC and SD SOPs and policies.
The Service Desk Team utilizes the use of rotation telephone
support within the Avaya CMS; increasing accessibility and ensuring
consistent technical assistance through a single point of contact. The Team
monitors the OITC’s automated monitoring systems which generate
system alerts which Technicians enter as incidents. All Project Team staff
members are competent in the use of the tools within Remedy and the
Knowledge Management System (KMS).
The Service Desk Team provides support for all County standard software
applications and standard COTS applications (e.g. Microsoft Project,
Crystal Reports, ESS, Visio, etc.). Answers are provided to questions,
“how to” information, and first level problem determination for end-user
software products loaded on County OITC approved desktop/laptop
computer workstations (e.g., Adobe, Corel, Microsoft, other Commercial
off the Shelf (COTS) office automation applications) by utilizing the KMS
and other tools provided by the County; or escalate to the second level
support groups providing technical support for the specific server software
(e.g., MS Windows Server, Active Directory, Domain Controller, DNS,
DHCP, WINS Server, Exchange, SharePoint; Novell and Unix/Linux
server configurations) for potential software defects and/or malfunctioning
system servers.
The Team utilizes already created standard image configurations,
by machine type for the various desktops, laptops, and tablet devices used
throughout the County. When standard image configurations are not
available they create/build a master image utilizing County provided tools,
including but not limited to Microsoft’s System Center Configuration
Manager (SCCM) tool. Images will be captured into a secure Image
Library.
The SD Team conducts first level problem determination for end-user
hardware devices, such as Dell laptops, desktops, Apple iPads, tablets, and
/Panasonic Toughbooks) and peripheral (HP scanners, local, multifunction
and network printers), operating system, office suite, email client, web
browser, mainframe terminal emulation, etc. by utilizing the diagnostic
procedures contained in the KMS or escalate to a technical staff member
with the relevant certification on a particular hardware.
The Team provides multi-media technology support, including but not
limited to the setup of video/audio equipment such as projectors, LCD
displays, Controllers (AMX), A/V Switchers (Extron), and video
conferencing equipment (Polycom and Tandberg). All tickets are routed
for configuration and troubleshooting issues related to video equipment to
Tier 2 Network for resolution.
Repair maintenance services are provided by the Team members
for desktops, laptops, printers, servers, routers, switches, personal digital
assistants, (PDA), video equipment, cameras, scanners, etc. (during
normal business hours). Warranty and out-of-warranty services and
maintenance is provided where allowed within the County’s warranty
agreements with the Original Manufacturer (OEM).
The Team maintains and configures on-site testing environment to
test all fixes/solutions prior to releasing into the production environment
and all desktop and laptop configurations and updates, this includes
compliance testing.
They determine change logistics, notify affected clients of change
timing and impact, implement change, verify change met objective, report
results of change to County change management system, and capture
solutions and share information with the County.
Regarding security services, the Team provides information and
assists with end-security issues by utilizing the KMS and other tools
provided by the County OITC. Security services include network account
and password, encryption, firewalls, rights and privileges, and OITC
security and technology policies.
Network services include local area network (LAN), wide area
network (WAN), Internet Protocol (IP) address changes, configuration
changes, and VPN devices. The Team assists customers in addressing
end-user network connectivity issues that can be resolved at the individual
user account and/or workstation level (e.g., web interfaces accessed by the
user community; SSH, HTTP and other end-user session connection
problems) by utilizing the KMS and other tools provided by the County;
or escalate to the OITC Network Operations function for issues related to
LAN, WAN, VPN, Encryptor, firewall, DNS WINS and Proxy and other
network device failures and/or malfunctions, IP address changes, Voice
over IP (VOIP), network configuration changes and/or upgrades, or
security access control.
The Service Desk Team provides Inventory and Asset
Management for the OITC SD by documenting all County-owned IT
physical inventory throughout the County with the use of County provided
inventory software (Microsoft SCN and Real VNC software) and scanners
for bar-coding, maintaining a current and complete inventory of all PCs,
laptops, tablets, peripherals, and software that includes all information
required by the OITC Asset Management database; applying asset tags
(barcodes) where needed.
The OIT Service Desk and IT Team has increasingly become the
County’s IT communication, information, and operations HUB. The
Service Desk Team has received numerous accolades for its
comprehensive knowledge, demonstrated skills, and effective and efficient
service to the County users.
Past Performance
HUD Multifamily
Clearinghouse – Value $9.2M
9/2005-9/2013
POC: Jane Erlandson
Jane.A.Erlandson@hud.gov
U.S. Department of Housing & Urban Development (HUD)
The net.America Corporation implements and supports the HUD
FHA Multifamily Clearinghouse (MFCH). A well trained staff of
qualified professional Customer Service Representatives (CSR) provides
assistance and information on HUD’s multifamily housing programs,
housing subsidy, and mortgage insurance programs. Callers are primarily
the tenants of Section 8 housing programs and stakeholders from the
general public which includes property owners/managers, landlords,
developers, non-profit groups, and governmental entities. The CSRs’
daily activities include answering questions, documenting allegations of
bad property/site managers, providing housing information, making
referrals, placing orders for HUD publications, and fulfilling information
request by mail, email, and fax.
The MFCH provides support in both English and Spanish.
Calls are recorded for quality assurance and a sampling of all recordings
is included monthly to the client. net.America collects and closely
monitors performance metrics to ensure CSRs meet or exceed their
monthly goals for call response times and answer rates as defined by the
contract.
net.America designed a web-based application system to
collect customer data that the HUD Office of Multifamily Housing could
use to track its customer base. The data design sought to capture
participant information pertinent to their status as residents of HUD
multifamily housing, to define and categorize user calls, to update
problem reference lists, to close problem records, and to
distribute/disseminate requests for HUD publications such as the
Resident Rights and Responsibilities Pamphlet and HUD Handbooks.
Whenever the Government implements a policy change or modification,
the application is modified to reflect this if necessary. net.America also
updates and maintains the system documentation for this application.
Some of our Partners
Teleperformance
DeLoitte
International Business Machines (IBM)
BAE
Partial Client List
U.S. Department of Housing & Urban Development (HUD)
Federal Emergency Management Agency (FEMA)
U.S. Department of Homeland Security (DHS)
U.S. Department of Commerce – Patent &Trademark Office (US-PTO)
Tradewinds International
International Business Machines (IBM)
Prince George’s County Government