Notice ID: 19AQMM21N0025
Background The Bureau of Educational and Cultural Affairs (ECA/EX/IT) within the Department of State (DOS), is seeking support for its IT TRANSFORMATION AND OPERATIONS SERVICES requirements. EX/IT provides strategic IT services and IT operational support to over 1,000 end users across the Public Diplomacy and Public Affairs agency, which includes ECA, GEC, and R/PPR within the R Family. To better support this large and growing user base, EX/IT is implementing a significant organizational restructuring, along with an IT transformation and modernization effort to implement new technologies, processes and best practices to enhance delivery of IT services across the Public Diplomacy organization. These complex requirements are anticipated to require significant support resources, potentially in excess of 50 FTE, across numerous functional disciplines and technologies. The estimated dollar value of the requirements exceeds $16M per year.
The scope of this acquisition includes services to support implementation of the EX/IT strategic organizational transformation, including establishing fundamentally new capabilities and business practices, while effectively maintaining ongoing operations during the transition to the planned future state. The Contractor shall provide the necessary personnel, expertise, strategic guidance, management structure, and the processes, tools, and services required to satisfy these requirements. EX/IT Vision EX/IT’s vision is to be regarded as a strategic IT partner that delivers high-quality, innovative solutions that empower customers to make informed, accurate, data-driven decisions to advance the Public Diplomacy (PD) mission. The challenges of the current state include reactive rather than proactive customer engagement, overly complex and fragmented processes, and dated infrastructure and technology. To alleviate these pain points and achieve its desired future state, EX/IT is aggressively modernizing and simplifying its organization and services to re-orient itself as a proactive, strategic, and efficient partner to R Family customers. This transformation involves substantive changes to all existing functional areas, as well as the development and implementation of some entirely new functional areas as described below. Functional Areas Overview The new EX/IT organizational structure will be comprised of the following six (6) functional areas:
- Customer Engagement:
- Data & Analytics: