MODIFICATION
R -- Global Information Technology (IT) Service Desk Support - Draft PWS
- Notice Date
- 10/24/2017
- Notice Type
- Modification/Amendment
- NAICS
- 541513
— Computer Facilities Management Services
- Contracting Office
- Defense Information Systems Agency, Procurement Directorate, DITCO-NCR, P.O. BOX 549, FORT MEADE, Maryland, 20755-0549, United States
- ZIP Code
- 20755-0549
- Solicitation Number
- 621700426-01
- Archive Date
- 2/21/2017
- Point of Contact
- Vivianna Diaz, , Adelis M Rodriguez,
- E-Mail Address
-
vivianna.m.diaz.civ@mail.mil, adelis.m.rodriguez.civ@mail.mil
(vivianna.m.diaz.civ@mail.mil, adelis.m.rodriguez.civ@mail.mil)
- Small Business Set-Aside
- HUBZone
- Description
- Draft PWS AMENDMENT 1: The purpose of this amendment is to include a Draft PWS for industry comments due November 7, 2017 at 10am EST, and to update the points of contact. SOURCES SOUGHT ANNOUNCEMENT The Defense Information Systems Agency (DISA) is seeking sources for Global Information Technology (IT) Service Desk Support Services. CONTRACTING OFFICE ADDRESS: Defense Information Technology Contracting Organization P.O. Box 549 Fort Meade, Maryland 20755 INTRODUCTION: This is a SOURCES SOUGHT TECHNICAL DESCRIPTION to determine the availability and technical capability of HUBZone Small Businesses to provide the required services. The Defense Information Systems Agency is seeking information for potential sources for Global IT Service Desk Support for Tier I (Service Desk Support) and Tier II (Desktop Support) services throughout DISA and its customers. The Tier I services are to be performed at the contractor's facility, but required to be reachable from worldwide customers. Tier II services must be performed at Government facilities, located at 42 site locations within CONUS and OCONUS. This supports approximately 1,750,000 users. The current support environment consists of UNIX and Microsoft Windows systems providing support to Mission Partners user communities on a 24/7/365 basis. The objective is to have a globally accessible Service Desk available to the agency and its customers. DISA operates and maintains the Agency's internal Information Technology (IT) Enterprise, which provides administrative computing services to the DISA Director, the majority of the Agency's civilian, military and contractor personnel and secure work spaces located within industry partner's commercial facilities. DISA's Information Technology (IT) Enterprise provides internal unclassified, secret, and top secret communications across DISA's worldwide locations. High visibility customers include the Pentagon and the White House Communication Agency. DISCLAIMER: THIS SOURCES SOUGHT IS FOR INFORMATIONAL PURPOSES ONLY. THIS IS NOT A REQUEST FOR PROPOSAL. IT DOES NOT CONSTITUTE A SOLICITATION AND SHALL NOT BE CONSTRUED AS A COMMITMENT BY THE GOVERNMENT. RESPONSES IN ANY FORM ARE NOT OFFERS AND THE GOVERNMENT IS UNDER NO OBLIGATION TO AWARD A CONTRACT AS A RESULT OF THIS ANNOUNCEMENT. NO FUNDS ARE AVAILABLE TO PAY FOR PREPARATION OF RESPONSES TO THIS ANNOUNCEMENT. ANY INFORMATION SUBMITTED BY RESPONDENTS TO THIS TECHNICAL DESCRIPTION IS STRICTLY VOLUNTARY. CONTRACT/PROGRAM BACKGROUND: Contract Number/Task Order: HC1047-13-D-4003/0003 Contract Type: FFP Incumbent and their size: Unitech Consulting, LLC., Small 8(a) Method of previous acquisition: 8(a) Competitive Set-Aside Brief description of current effort: The current effort covers five (5) DISA locations that support Tier I (Service Desk) services, while Tier 2 (Desktop Support) services are provided at limited DISA locations. To provide additional flexibility and efficiency, the new requirement for Tier I services moves the place of performance to the contractor's facility with NIPRNet and SIPRNet connectivity. Tier II services will still be required to be performed at the Government facilities but it is required to be extended to support all 42 locations. REQUIRED CAPABILITIES Please describe your experience delivering the following capabilities: 1) Service Desk Support Services (Tier I) - provide services at a Contractor's U.S. based primary and secondary (COOP) Facility Clearance at the SECRET level IAW DoD 5220.22, National Industrial Security Program Operating Manual. This SECRET level clearance requirement applies to affiliates, team members, subcontractors, etc., that will require access to classified information. All Tier I services provided from the Contractor's US-based primary and secondary (COOP) facilities must have network connectivity to NIPRNet and SIPRNet networks. The contractor's response should confirm that their facility has both NIPR and SIPR access at the time of this sources sought. The contractor's response should also show their ability to provide Service Desk Support on a 24 hour a day, 7 days a week and 365 days a year basis to approximately 1.7M users world-wide, either directly or indirectly based on application service level agreement requirements. Most of these users are expected to need Tier 1/Level 1 support and Tier 1 Level 2 support. These services would support approximately 1,750,000 users across the globe. The current environment operates according to a 'level' and 'tier' support model. The 'levels' represent proximity of Service Desk agents to mission partners/customers, whereas the 'tiers' within those levels represent the different skill sets of the service desk agents. The various Tiers provide support that corresponds with levels of proximity to the end user. Tier I is a virtualized service desk with local support provided by dispatch labor. Touch labor only pertains to the DISA internal support network. Level 1 represents direct user support; Level 2 represents Service Desk-to-Service Desk support; and Level 3 represents external entities' support to the service desk (e.g. software vendor help desk support to internal service desks). This 'level' and 'tier' support model utilizes an enterprise trouble ticket workflow, an enterprise contact management system and knowledge centered support known as the Service Support Environment. 2) Desktop Support Services (Tier II) - provide touch labor services at the DISA site locations. There are approximately 42 site locations within CONUS and OCONUS. 3) Hire contractor personnel that are citizens of the United States who possess a U.S. Secret Clearance. The contractor must have credible processes that demonstrate a complete and thorough ability to perform complete background checks and security clearances on 100% of contractor personnel. 4) Provide Certified HDI Support Center Analysts 5) Provide certified HDI Desktop Support Technicians (HDI-DST). SPECIAL REQUIREMENTS Onsite staff will require at least a minimum Secret Security Clearance with IT-1. SOURCES SOUGHT: The anticipated North American Industry Classification System Code (NAICS) for this requirement is 541513, with the corresponding size standard of $27.5 million. This Sources Sought Synopsis is requesting responses to the following criteria ONLY from small businesses that can provide the required services under the NAICS Code. To assist DISA in making a determination regarding the level of participation by small business in any subsequent procurement that may result from this Sources Sought, you are also encouraged to provide information regarding your plans to use joint venturing (JV) or partnering to meet each of the requirements areas contained herein. This includes responses from qualified and capable HUBZone Small Businesses. You should provide information on how you would envision your company's areas of expertise and those of any proposed JV/partner would be combined to meet the specific requirements contained in this announcement. In order to make a determination for a small business set-aside, two or more qualified and capable small businesses must submit responses that demonstrate their qualifications. Responses must demonstrate the company's ability to perform in accordance with the Limitations on Subcontracting clause (FAR 52.219-14). SUBMISSION DETAILS: Responses should include: 1) Business name and address; 2) Name of company representative and their business title; 3) Type of Business; 4) Cage Code; 5) Contract vehicles that would be available to the Government for the procurement of the product and service, to include General Service Administration (GSA), GSA Alliant, AF NETCENTS, NASA SEWP, Federal Supply Schedules (FSS), or any other Government Agency contract vehicle. (This information is for market research only and does not preclude your company from responding to this notice.) Vendors who wish to respond to this should send responses via email NLT 17 February 2017 4:00 PM Eastern Daylight Time (EDT) to adelis.m.rodriguez.civ@mail.mil and christina.y.murray.civ@mail.mil. Interested businesses should submit a brief capabilities statement package (no more than five pages) demonstrating ability to perform the services listed in this Technical Description. Proprietary information and trade secrets, if any, must be clearly marked on all materials. All information received that is marked Proprietary will be handled accordingly. Please be advised that all submissions become Government property and will not be returned. All government and contractor personal reviewing RFI responses will have signed non-disclosure agreements and understand their responsibility for proper use and protection from unauthorized disclosure of proprietary information as described 41 USC 423. The Government shall not be held liable for any damages incurred if proprietary information is not properly identified.
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