Loren Data's SAM Daily™

FBO DAILY - FEDBIZOPPS ISSUE OF MARCH 18, 2017 FBO #5594
DOCUMENT

D -- Managed Services (Tier-0; Tier-1 and Tier-2) - Attachment

Notice Date

3/16/2017
 

Notice Type

Attachment
 

NAICS

541519 — Other Computer Related Services
 

Contracting Office

Department of Veterans Affairs;Technology Acquisition Center;23 Christopher Way;Eatontown NJ 07724
 

ZIP Code

07724
 

Solicitation Number

VA11817N1963
 

Archive Date

6/23/2017
 

Point of Contact

Derek Maselli, Contract Specialist
 

Small Business Set-Aside

N/A
 

Description

Managed Services for Department of Veterans Affairs Page 8 of 8 Department of Veterans Affairs (VA) Managed Services (Tier-0; Tier-1 and Tier-2) Request for Information (RFI) Introduction This Request for Information (RFI) is issued for information and planning purposes only and does not constitute a solicitation nor does it restrict the government as to the ultimate acquisition approach. In accordance with Federal Acquisition Regulation (FAR) 15.201(e), responses to this notice are not offers and cannot be accepted by the government to form a binding contract. The purpose of this RFI is to identify qualified vendors, who are able to meet Department of Veterans Affairs (VA) requirements for a Managed Services Provider (MSP) to provide Tier-0 (Self-Service Services), Tier-1 (Enterprise Service Desk Services), Tier-2 (End User Computing Services) and Tier-2 (Cross-Functional IT Services). Any contract/order that might be awarded based on information received or derived from this market research will be the outcome of the competitive process. The purpose of this RFI is to obtain market information on capable sources of supply, industry best practices, and input specific to the information provided. The Government is not responsible for any cost incurred by industry in furnishing this information. All costs associated with responding to this RFI will be solely at the interested vendor's expense. Not responding to this RFI does not preclude participation in any future Request for Proposal (RFP), if any is issued. Any information submitted by respondents to this RFI is strictly voluntary. All submissions will become Government property and will not be returned. Interested vendors are responsible for adequately marking proprietary, restricted or competition sensitive information contained in their response. The NAICS code applicable to this acquisition is 541519. The Small Business Size Standard for this NAICS code is $27.5M. Please indicate your company size and socio-economic status under this NAICS. Scope of Work The Department of Veterans Affairs (VA) is seeking to partner with a Managed Services Provider (MSP) to provide Tier-0 (Self-Service Services), Tier-1 (Enterprise Service Desk Services), Tier-2 (End User Computing Services) and Tier-2 (Cross-Functional IT Services). In support of this initiative, the MSPs solution shall be underpinned by Information Technology Infrastructure Library (ITIL) v3 and will utilize VA s selected cloud-based ITSM toolset. The mission of this initiative will create an environment where all Incidents, Problems, Requests, Access, Changes, for all infrastructure, applications and End Users are received, monitored, tracked and dealt with to resolution or handed over to other resolving agencies. The purpose of the solution is to provide end-to-end Incident lifecycle management and ownership, introduce workflow of self-service capabilities, provide automated Service Request fulfillment services, align with the Office of Information and Technology command center, contain enterprise based Service Level metrics and reporting and be supported by MSP provided and managed Automated Call Distribution (ACD) / Interactive Voice Response (IVR) system. The following are high-level requirements and capabilities to be provided by the MSP partner: Tier-0 (Self-Service Services): Configure and update Self-Service web portal to allow End Users to: Initiate and monitor Tickets Submit and monitor Service Requests Introduce workflow and self-service capabilities Access self-service knowledge articles, how-to best practice guides, announcements and other related information; Process execution of VA ITIL v3 processes to deliver Self-Service Services Provide service management practices that are used to support delivery of services that is based on ITIL v3 best practices and any subsequent version of ITIL adopted in the IT industry and approved by the VA. Tier-1 (Enterprise Service Desk Services): Provide Enterprise Service Desk Services to End Users at all times (24x7x365) in the English Language; Provide support to US, Puerto Rico and international (Guam, Philippines, Germany) End Users Provide Enterprise Service Desk Services from MSP centralized locations Provide US, Puerto Rico and international (Guam, Philippines, Germany) toll-free phone numbers to support all VA End Users Provide end-to-end ownership and management of all Tickets, including logging, categorizing, prioritizing and recording resolutions; Act as a focal point to coordinate all other resolver groups involved in delivering IT Services to any VA organization; Provide VIP Support Services to designated VA VIP End Users; Maintain and update source of record of VA VIP End Users within the VA provided ITSM toolset; Provide remote management capabilities to diagnose and resolve Incidents; Provide remote management capabilities to fulfill approved Service Requests (including Access Requests); Provide support to End Users on both a reactive and a proactive basis; Allow End Users to contact the Enterprise Service Desk via electronic media such as: Telephone (using toll-free access numbers); Electronic mail; SMS/text messaging; WebChat submissions; Self-Service web portal; Develop and conduct customer satisfaction surveys to measure, analyze, report to improve service performance; Utilize VA selected cloud-based ITSM toolset that conform to ITIL v3 best practices and any subsequent version adopted in the IT industry (toolset also includes an integrated Asset Management / License Management / CMDB solution); Process execution of VA ITIL v3 processes to deliver Enterprise Service Desk Services; Provide service management practices that are used to support delivery of services that are based on ITIL v3 best practices and any subsequent version of ITIL adopted in the IT industry and approved by the VA. Tier-2 (End User Computing EUC Services) Provide EUC asset lifecycle management; Packaging, patching and application management; Provide a System Center Configuration Manager (SCCM) or other Enterprise Software Distribution (ESD) system to support your packaging, patching, application management solution for EUC; Maintain and update approved EUC IT services in VA IT Service Catalog; Develop, maintain and update master OS images according to established VA baselines; Test and review new application objects; Provide mobile office, home office and remote office support to designated VIPs (when approved); Provide necessary tools to maintain and ensure compliance with core image and VA application deployment policies and procedures; Maintain and administer EUC test lab facilities; Provide site-based services (including central sites, special event sites, etc.); Perform installs (and de-installs), moves, adds and changes (IMAC); Data migration as it relates to hardware and software IMACs; Fulfill Service Requests (including desk-side support and IMACs); Maintain and update Tier-0 (Self-Service) FAQs, repositories, documentation, tools, etc. as it relates to End User Computing Services; Provide remote and onsite break-fix services to troubleshoot, diagnose and Resolve Incidents relating to EUC devices; Provide desk-side support services for all EUS devices (e.g. including without limitation, personal computers (desktops and laptops), printers, mobile data terminals (MDTs), data collectors, mobile and wireless devices, cellular devices, pagers, video conferencing equipment and handheld meter reading devices and associated applications; Provide VIP Support Services to designated VA VIP End Users; Utilize VA selected cloud-based ITSM toolset that conform to ITIL v3 best practices and any subsequent version adopted in the IT industry (toolset also includes an integrated Asset Management / License Management / CMDB solution); Provide an MSP owned and managed Automated Call Distribution (ACD) / Interactive Voice Response (IVR) system that interoperates with the selected cloud-based ITSM toolset; Process execution of VA ITIL v3 processes to deliver End User Computing Services Provide service management practices that are used to support delivery of services that is based on ITIL v3 best practices and any subsequent version of ITIL adopted in the IT industry and approved by the VA. Tier-2 (Cross-Functional Services) Service level management Disaster recovery for MSP locations and equipment Support internal/external IT audit requests IT training and education of MSP personnel Coordinate services with VA command center Create and maintain a Process and Procedures Manual PPM for MSP IT service operations of Tier-0, Tier-1 and Tier-2 Services Provide operational metric reporting related to Tier-0, Tier-1 and Tier-2 Services Establish operational and service management quality assurance programs to support continuous service improvement; Support new products and systems introduced into the VA environment, including updating of all self-service documentation and functionality. The following are key high-level service objectives VA expects to achieve through partnering with an MSP to provide Tier-0, Tier-1 and Tier-2 Services: Improve VA efficiency and effectiveness by adopting MSPs leveraged knowledge databases and practices in the areas of customer reporting, logging, tracking, resolving of IT Tickets and Service Requests; Improve efficiency and effectiveness by early identification and addressing of root causes of technical issues including working with specialized entities for resolution such as VA staff, a vendor or other designated third parties, before they become trends; Improve IT customer service and Ticket resolution speed through continuous 24x7x365 service hours, self-service capabilities and skilled MSP staff in the areas of industry standard IT products; The following are in-scope ITIL v3 process for Tier-0, Tier-1 and Tier-2 Services: Tier-0 (Self-Service Services) Service Operations Request Fulfilment Incident Management Service Transition Knowledge Management Tier-1 (Enterprise Service Desk Services) Service Operations Request Fulfilment Incident Management Problem Management Access Management Service Transition Knowledge Management Service Asset & Configuration Management Tier-2 (End-Use Computing Services) / (Cross-Functional IT Services) Service Operations Request Fulfilment Incident Management Problem Management Access Management Event Management Service Transition Knowledge Management Service Asset & Configuration Management Change Management Release & Deployment Management Service Validation & Testing Service Design Service Level Management Veterans Affairs Current-State: Tier-0 (Self-Service Services) & Tier-1 (Enterprise Service Desk Services): Service Desk provides a Single Point of Contact to meet the technology needs of all End Users. It is also a focal point for reporting Incidents. The Enterprise Service Desk currently uses an ITSM tool to track Incidents, Problems and Service Requests. Support is currently provided to approx. 500,000 users and 4.8 million calls/contacts per year. VA will require support to United States, Puerto Rico, Guam, Philippines and Germany. Tier-2 (End User Computing EUC Services): End User Computing (EUC) Services encompasses all hardware and software technology utilized by End Users including without limitation, desktops, laptops, printers and mobile devices. EUS provides support to approximately 500,000 users at over 1,500 locations. Normal EUC support hours across US time zones from 7 AM to 5 PM local time with additional after-hours support as required. VA will require on-site support to United States and Puerto Rico. VA will require remote support to United States, Puerto Rico, Guam, Philippines and Germany. Period of Performance: VA currently anticipates the following period of performance: 12 months from the date of award, with 4 optional performance years. RFI Response Instructions NOTE: The capability package must be clear, concise, and complete. VA is under no obligation to provide feedback to the company, or to contact the company for clarification of any information submitted in response to this RFI. Provide the following information: Provide Company Information: Company Name CAGE/DUNS Number under which the company is registered in SAM/VetBiz.gov Company Address Point of contact name Telephone number Email address For Small Business concerns, indicate whether at least 50 percent of the total amount paid by the Government will be paid to firms that are similarly situated. Do you plan to Prime or be a subcontractor? Can your company independently provide the entire range of capabilities? If not, which capabilities cannot be met and describe teaming arrangement to meet all of the capabilities. Brief summary describing your company s available solution (business and technical) to meet the capabilities, to include: Number of Clients supported. Indicate whether your solution meets all of the requirements and capabilities identified above (Scope of Work). If not, identify which requirement or capability cannot be met. Identify alternative approaches to meeting the capability if available. What are your company s processes to satisfy the requirements for adherence to schedule, agility, flexibility, responsiveness, scalable and reliability, service quality and consistency, and continuous improvement? Recommended pricing models addressing required scalability; Rough Order of Magnitude (ROM) pricing for the anticipated volume; Recommended Service Level metrics, targets and measurement windows; Provide additional Performance Metrics (if any) that are standard components of your service offering; Proposed transition/implementation timelines; address a transition timeline of 3-4 months from an incumbent service provider and client legacy tools and processes, what would be in-scope or out-of-scope for your provision of this service? What would be the risks? Describe your transition approach and methodology that would be used to transition from an incumbent service provider and client legacy tools and processes to utilizing a new VA cloud-based ITSM toolset (based on establishing this service at a client of similar size and scope); If you have operated as a prime contractor in providing Managed Services to similar clients; Provide three (3) case studies (no more than one page each), that address each of the following scenarios to an organization of similar size, scope, and complexity.   Please also indicate the percentage of the work that was performed by your company as the prime contractor in these case studies. Transition Case Study - How you have provided transition services from an incumbent service provider and client legacy tools, processes and procedures; Managed Services Case Study How you have provided or currently provide Tier-0 (Self-Service Services), Tier-1 (Enterprise Service Desk), Tier-2 (End User Computing Services) and Tier-2 (Cross-Functional Services); Transformation Case Study How have you helped a client successfully mature its managed services processes, procedures and functions in a short period of time; Provide a list of the number of clients that your company have successfully implemented and supported Managed Services as a prime contractor. The client s size, scope, complexity must be similar to that of the VA. Describe your experience working with a client provided cloud-based ITSM toolset in delivering Tier-0, Tier-1 and Tier-2 Services (no more than ½ a page); Describe how your ACD/IVR processes, procedures and systems will interoperate with a VA selected cloud-based ITSM toolset and integrated CMDB / Asset Management / License Management tool (no more than ½ a page); Include a list of potential locations from where Managed Services would be delivered and how this will support an integrated Enterprise Service Desk solution across all VA locations; Describe if the locations will be dedicated to VA or operate as a shared facility? If shared, please describe your data protection experience, policies, and procedures to keep VA information safe and achieve regulatory compliance. (no more than one page) Describe what security/background checks you perform for your employees and sub-contractors; List any existing contracting vehicles you have with the VA; List any existing federal contracting vehicles you are currently listed as a prime under. Include the respective agency. The Technology Acquisition Center (TAC) point of contact for this RFI is Contract Specialist, Derek Maselli, derek.maselli@va.gov and Contracting Officer, Kendra Archbald, kendra.archbald@va.gov. Responses to this RFI shall be submitted electronically by 10:00 AM Eastern Standard Time, March 27, 2017 via Virtual Office of Acquisition (VOA), https://www.voa.va.gov/. Interested Vendors are encouraged to register for the Vendor Portal in order to ensure timely transmission of their RFI responses to the Government. The web address for the VOA site is https://www.voa.va.gov/. Interested Vendors must be registered users on the VOA website in order to submit an RFI response. Once Interested Vendors are registered, Interested Vendors can click on the Proposal Dashboard link and within that link click on Add Proposal to open up the form to upload files. The Proposal Type drop down field should be changed to VA118-17-N-1963 to reflect this RFI. For registration or technical issues concerning RFI Response submission, contact voahelp@va.gov. WARNING:   Please do not wait until the last minute to submit your responses!   To avoid submission of late responses, we recommend the transmission of your response file 24 hours prior to the required response due date and time.   Please be advised that timeliness is determined by the date and time an Offeror s response is received by the Government not when an Offeror attempted transmission. Offerors are encouraged to review and ensure that sufficient bandwidth is available on their end of the transmission. All proprietary/company confidential material shall be clearly marked on every page that contains such. VA will not be able to grant any extensions to this RFI. To that effect, a virtual Question and Answer (Q&A) session will be conducted via Microsoft Lync and VA Nationwide Teleconferencing System (VANTS)or an Industry Day will be held if VA deems either is necessary.
 

Web Link

FBO.gov Permalink
(https://www.fbo.gov/notices/847d1ff1038beba45bfa5d82a607cd12)
 

Document(s)

Attachment
 

File Name: VA118-17-N-1963 VA118-17-N-1963_1.docx (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=3343730&FileName=VA118-17-N-1963-001.docx)

Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=3343730&FileName=VA118-17-N-1963-001.docx

 

Note: If links are broken, refer to Point of Contact above or contact the FBO Help Desk at 877-472-3779.
 

Record

SN04437374-W 20170318/170316234627-847d1ff1038beba45bfa5d82a607cd12 (fbodaily.com)
 

Source

FedBizOpps Link to This Notice
(may not be valid after Archive Date)

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