INTRODUCING...

The Federal Service Desk (FSD)

eSRS Users:

We are pleased to introduce you to the Federal Service Desk a new source of help for your questions about the electronic Subcontracting Reporting System (eSRS).

The Federal Service Desk (FSD) launched in June 2009 as the centralized helpdesk for GSA Integrated Acquisition Environment (IAE) Systems.

Effective 6:00pm Eastern  Time on Friday March 5, 2010 the Symplicity Corporation who designed eSRS and has been running the helpdesk since inception of the eSRS will only be handling tier 2 help desk calls. The FSD Help Desk will begin to handle eSRS Tier 1 technical help desk issues on Monday March 8, 2010. The FSD help desk hours are 8:00am until 8:00pm Eastern Time, Monday to Friday. You may visit the FSD website at www.fsd.gov. Remember the FSD Help Desk will only handle technical issues and concerns. Non-technical questions will be handled by the Contracting Officer who administers your contract, the eSRS Agency Coordinator and Point of Contact for the Agency you are reporting to, the Small Business Administration's (SBA) Procurement Analyst assigned to answer Subcontracting questions or the SBA Commercial Marketing Representative fo r your area (you may locate the CMR by using this

link:

www.sba.gov/aboutsba/sbaprograms/gc/contacts/index.html ).

Technical Questions will be handled by FSD. You may submit a technical helpdesk question by going directly to FSD at www.fsd.gov and choosing to chat live with a representative, submit a question, search the answer center or call and speak to a representative. You may also reach the FSD website by logging on to eSRS at www.esrs.gov click the "For Help Federal Service Desk" and you will be forwarded to the FSD website.

Remember FSD will not answer any non-technical or questions related to policies, processes and procedures related to subcontracting and subcontracting reporting

Technical Questions Include:

i.Any questions pertaining to how the system functions (i.e. Do I need a contract number to file a SSR?) ii.Any question pertaining to user functionality (i.e. add a role, registration, contract work list, can't view report) iii.eSRS Agency contact information (i.e. Agency Coordinator or Point of

Contact) for FOIA request and assistance on items the technical helpdesk can not assist you with iv.General information on the subcontracting reports being filed (i.e. when is the ISR due?)

Non-technical Questions are policy, processes and procedures related to Subcontracting and Subcontracting Reporting and information related to the contract. These questions will not be handled by FSD. Please contact the Contracting Officer who administers your contract, the eSRS Agency Coordinator and Point of Contact for the Agency you are reporting to, the Small Business Administration's (SBA) Procurement Analyst assigned to answer Subcontracting questions or the SBA Commercial Marketing Representative for your area (you may locate the CMR by using this link www.sba.gov/aboutsba/sbaprograms/gc/contacts/index.html ).

You may submit a non-technical helpdesk question by going directly to FSD at www.fsd.gov using the "Ask a Question" tab (select "eSRS" from the drop-down menu for System and select "Policy" from the drop-down menu from Issue Type. If you utilize the toll-free 866-606-8220 number and you have a non-technical question the FSD representative will provide you with the email address of the Small Business Administration's (SBA) Procurement Analyst assigned to answer Subcontracting questions and the eSRS Agency Coordinator and Point of Contact for the Agency you are reporting to or refer you to the Contracting Officer who administers your contract.

Non-technical Questions Include:

v.Any questions pertaining to subcontracting and subcontracting reporting vi.Any questions pertaining to the data in a subcontracting report you submitted or have the responsibility to review vii.Any question related to the contract or subcontracting plan viii.Any questions related  to data within eSRS, or eSRS user responsibilities ix.eSRS Agency contact information (i.e. Agency Coordinator or Point of

Contact) for FOIA request and assistance on items the technical helpdesk can not assist you with

At the Federal Service Desk (www.fsd.gov) you can now:

* You have the option (not required) to obtain a user id and password by registering (Sign Up link on FSD.gov) at the www.fsd.gov website, this will allow you to:

o keep historical information on your helpdesk inquiries

o check the status of your helpdesk ticket

* Find information you need by searching several ways in the Answer Center *Submit a helpdesk request online *Give us feedback through a customer satisfaction survey *Chat live with a Customer Service Representative *Speak to a help desk Representative by calling within the U.S. toll free at 1-866-606-8220 or outside the U. S. at  334-206-7828

At the electronic Subcontracting Reporting System website (www.eSRS.gov) you can now:

*Find information you need by searching the Frequently Asked Question

(FAQ) section per category (ISR, SSR (Individual or Commercial), Registration, Department of Defense (DOD) and general (available on or before March 19)

*Be forwarded to the FSD.gov website to submit a technical & non-technical issue by clicking "For Help Federal Service Desk"

*View and download Training Material on understanding and how to file an ISR, SSR and SDB reports

*View and download Pre-recorded Webinars on understanding and how to file a ISR,SSR and SDB reports (available on or before April 19)

*View and download  Navigational User Guides that provides understanding on eSRS functionality

*View the most frequently asked question & answers of the month

Let's welcome FSD to the eSRS family and remember to be courteous and patient with the FSD representatives as they get familiar with the types of calls and the eSRS. Remember, FSD will answer technical questions and refer you to the appropriate person that will handle non-technical questions related to subcontracting and subcontracting reporting policies, processes and procedures.