DOS Sources Sought: Customer End Point Bridge

Notice ID 19AQMM21R10002

“Scope of anticipated effort

The scope of this effort is to provide end user support to DOS/IRM/OPS/CSS domestic and international customers by providing Tier I IT contact management, end-point Tier II IT support both SBU and SECRET classified end-points, service asset and configuration management (SACM), and supporting service operations through ITIL4 practices that enable service delivery regardless of place of performance. Agile and DevOps methodologies are central to services delivery and project execution to consistently deliver services to IRM supported customer and seeks to continuously improve that delivery. The Government anticipates this requirement will consist of a 365-day period of performance with an estimated budget of between $30M-$40M…”

“b. Objective: The objective of this task order is to obtain state of the art Information Technology End-user Support Services (ITESS) directly and indirectly for Department of State personnel, to include government and contractor personnel, in order that they can operate efficiently and effectively using a wide range of current computer/automation equipment, software and services. The contractor shall provide service to approximately 29,000 end-users.

More specific objectives of the contract are as follows:

b.1 Objective 1: Provide Program Management Support: The contractor shall support the program management office in assuring an effective program.

b.2 Objective 2: Transition Into The Task Order The contractor shall assure that it transitions into the task order in a manner that assures little or no service delivery degradation from the expiring contract for similar services.

b.3 Objective 3: ITESS General Management Practices In order to deliver ITESS services as a holistic program, the contractor shall apply and adapt ITIL general management practices.

b.4 Objective 4: IT Service Management Support / Providing Operational Support and Quality Assessment via the ITIL model In order to assure service is delivered consistently, effectively and efficiently, the contractor shall apply and adapt the best practices for IT service management (ITSM) as the basis for managing and operating IRM’s IT enterprise systems and processes, and shall implement ITSM practices in accordance with (IAW) the most current version of ITIL best practices. It is expected that as the ITIL 4 framework becomes better defined by the ITIL authority the PWS will be refined and arranged around this updated framework.

b.5 Objective 5: Deliver Managed Services The contractor shall provide end-users directly and indirectly with essential IT support so they can effectively and efficiently perform their jobs, to include the following:

  • 24X7X365 service desk support Performance Work Statement Page 3 of 65
  • Walk-in IT service desks
  • National Capital Region (NCR) desk-side support
  • NCR VIP desk-side support
  • After-hours support
  • Field office support
  • Asset deployment and repositioning
  • Government Furnished Equipment (GFE) management • Classified (secret level) system support “CLASSNET”
  • User account support & directory service support
  • Classified and Sensitive but Unclassified (SBU) print server, network scanner/digital sender service, file shares & CCS tools management services

b.6 Objective 6: Transition Out of The Task Order At the end of the task order, the contractor shall transition out of the task order in a manner that assures the incoming contractor will be able to perform the services with little or no degradation in service quality.

b.7 Objective 7: Filling The Gap With Additional End-User Support Services As Technology, The Environment, and Operating Conditions Change As technology, the environment, and operating conditions change the contractor will identify and deliver additional, surge and optional services in order to assure end-user’s effective and efficient use of current information technology and processes…”

“d. Requirements: The Contractor in collaboration with IRM/OPS/CCS shall provide information technology (IT) service management support using the Information Technology Infrastructure Library (ITIL) framework to deliver the required services. On an annual basis, the contactor shall field approximately 462,000 support contacts, provide desk-side support to approximately 35,000 workstations in the NCR and CONUS, provide VIP support, after-hours support, release management, equipment refresh, IT moves, in addition to providing GFE management, incident analysis, problem analysis, classified (secret level) system support “CLASSNET”, user account support & directory service support, and classified and SBU print server, network scanner/digital sender service, file shares & CCS tools management services. In delivering this support, the contractor shall provide related program management, transitioning in and out support and IT management support. Additionally, various surge support and optional services are required in order to respond to the dynamic information technology environment…”

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