MODIFICATION
D -- Information Technology Service Management, End-user, and Service Desk Support - Updated RFI
- Notice Date
- 4/26/2018
- Notice Type
- Modification/Amendment
- NAICS
- 541519
— Other Computer Related Services
- Contracting Office
- Department of State, Office of Acquisitions, Acquisition Management, 1735 N. Lynn St., Arlington, Virginia, 22209, United States
- ZIP Code
- 22209
- Solicitation Number
- 19AQMM18N0043
- Archive Date
- 6/9/2018
- Point of Contact
- William Thuman, Phone: (703) 875-6992
- E-Mail Address
-
ThumanWG@state.gov
(ThumanWG@state.gov)
- Small Business Set-Aside
- Total Small Business
- Description
- Updated RFI (new due dates) See Attachements. Sources Sought - Information Technology Service Management, End-user, and Service Desk Support The Department of State (DOS/Office of Acquisition Management (AQM) will be re-competing its department-wide information technology help desk services for the DOS/Information Resource Management (IRM) Bureau and its Consolidated Customers. The services are critical to the efficient operation of the department and include Tier I IT contact handling (450,000 tickets annually), desk-side Tier II IT support (over 209,000 service requests & 100,000 incidents annually), service asset and configuration management (SACM) for over 35,000 assets, and other services. (See below and the performance work statement for more detail.) Responses to this announcement are needed to help inform acquisition planning and to identify capable sources. To efficiently and effectively deliver the required services, it is anticipated that vendors will have: •Experience and good past performance in delivering similar services (similar in terms of size, scope and complexity) •A Top Secret Facility Clearance •Experience implementing service reviews and maturing existing processes in accordance with the ITIL framework and industry best practices •Experience maintaining service level agreements and meeting or exceeding demanding service level targets in a dynamic IT environment •Experience delivering projects ahead or on-time and under budget •Experience creating and managing an Earned Value Management (EVM) system for similar tasks as outlined in the PWS •Experience providing services in disparate locations while maintaining service levels •Experience providing proactive recommendations for service improvement and updating service level agreements accordingly PURPOSE This sources sought notice is seeking responses from businesses that can provide the required services under the North American Industry Classification System (NAICS) Code 54151- Computer Systems Design and Related Services. This synopsis is encouraging response from qualified and capable Small Businesses only. Responses from other than small businesses will not be reviewed. Small Business that are in or are considering Joint Ventures are encourage to respond to the source sought. The data obtained from this notice will assist the Government in understanding the capabilities available in the IT services marketplace and aid in the development of a solicitation for Information Resources Management Bureau, Operations Directorate, Consolidated Customer Support Office (IRM/OPS/CCS) to provide IRM Consolidated Bureau support. TERMS OF THIS SOURCES SOUGHT: 1.The Government does not intend to award a contract on the basis of this Sources Sought or reimburse any costs associated with the preparation of responses. 2.This Sources Sought is issued solely for information and planning purposes and does not constitute a solicitation. 3.All information received in response to this notice marked "Proprietary" will be handled accordingly. 4.In accordance with FAR 15.201(e), responses to this notice are not offers and cannot be accepted by the Government to form a binding contract. 5.Responses to this RFI will assist DOS in determining the potential level of interest, competition adequacy, and technical capabilities of industry respondents (specifically small businesses) to provide the required products and services. 6.DOS may also use this information to assist in developing any subsequent subcontract plans and small business goal percentages. 7.The Government may not respond to questions posed in Industry responses 8.The Government does not guarantee any action beyond this notice. 9.Please be advised that all submissions become Government property and will not be returned. 10.Responses that are incomplete and/or not submitted per the Response Submission Instructions will not be reviewed. Scope of anticipated effort The scope of this effort is to provide end user support to Department of State, Information Resources Management Bureau, Operations Directorate, Consolidated Customer Support Office (IRM/OPS/CSS) Consolidated Bureau customers by providing Tier I IT contact handling (over 400,000 calls & 350,000 emails resulting in 450,000 tickets annually), desk-side Tier II IT support (over 23,500 Sensitive But Unclassified (SBU) user accounts and over 13,600 Classified (SECRET) user accounts resulting in over 209,000 service requests & 100,000 incidents annually), service asset and configuration management (SACM) for over 35,000 assets, and supporting service operations that enable service delivery to the Consolidated customer across 77 annexes/buildings in the National Capital Region (NCR) as well as field offices located in states and territories outside of the NCR. The Vanguard 3.1 program uses the ITIL framework to consistently deliver services to the Consolidated Bureau customer and seeks to continuously improve that delivery. REQUIREMENTS This market research effort is aimed to provide the information detailed below. The information will be instrumental in providing the background needed to construct a solid requirement and form a successful acquisition strategy: Section 1 - Cover Letter The cover letter shall include the following: a.Company information - Include company name, 2 points of contact and contact information (name, address, phone number, website URL, if available, email address, and fax number), Cage Code, DUNS Number, and a short description of the company (history, experience in similar identity management systems, etc.). b.Company business size with socioeconomic classification based on North American Industry Classification (NAICS) Code 54151. c.Certifications - Include any certifications the company and/or its key personnel hold including, but not limited to Program/Project Management Professional (PMI), International Organization for Standardization, and Capability Maturity Model Integration (CMMI), Information Technology Infrastructure Library (ITIL) and Helpdesk Institute. d.Current Security Clearance level(s) held, if any, and Labor Category - Clearance Matrix. e.Teaming is encouraged to ensure an effective solution. The respondent is encouraged to utilize small and disadvantaged businesses in its project team. Please provide similar information for any team members contemplated. f.List GSA schedule and/or GWACs or IDIQs with corresponding schedule number/contract number. Section 2 - ITIL Implementation and Previous Experience 1.Describe your firm's experience and the outcome of implementing ITIL best practices in a CMMI Maturity Level II/ITIL Maturity "Repeatable" environment. a.Address the ways your firm assessed current state maturity and created and implemented a plan to subsequently increase maturity levels. b.Provide the organization's name, contract number and the dollar value of the contract. 2.The Government anticipates this requirement will consist of a base 90 day transition-in period, 9 month base period and four year option periods with a total contract value between $125M-$225M. a.Identify your firm's experience in managing an IT contract of similar size, scope and magnitude of effort as a prime contractor. b.How will your firm manage personnel and financial resources to perform as a prime contractor on a $125M-$225M contract that is anticipated to require approximately 225-325 cleared personnel? If the requirement is set aside for small business, the clause FAR 52.219-14, Limitations on Subcontracting, will be included in the contract. The clause requires that "At least 50 percent of the cost of the contract performance incurred for personnel shall be expended for employees of the concern." 3.Identify the largest IT contract your firm has managed as a prime contractor. Please include the dollar value, scope and magnitude of effort. 4.To what extent will teaming be required? 5.Identify the Government-wide Acquisition Contracts (GWACs) and Indefinite Delivery Indefinite Quantity (IDIQ) contracts on which your firm is a contract holder. 6.Identify the types(s) of contract you consider most appropriate for the work identified in the draft PWS. Firm-fixed-price (FFP), labor hour, Cost Plus, etc.? 7.Please identify your firm's facility clearance. 8.Staff will require at least a minimum of a SECRET clearance; several positions require Top Secret/Sensitive Compartmented Information (TS/SCI). How will your firm address the personnel security requirements identified in the PWS? Section 3 -Capability Statement The purpose of this section is for the respondent to provide information that will assist DOS with making a decision about how best to contract for the required products and services. Your response should include the following: a.Labor categories to be used in the performance of this project. b.Briefly describe your experience in performing the work required by the PWS task areas below (please limit your response to 7 pages) i.Customer contact handling ii.Deskside IT incident and service request support iii.Support of multiple workstation platforms (thick, thin & zero client) concurrently iv.Citrix XenApp support and upgrade v.Support for geographically dispersed locations vi.Support for large high profile conferences/events vii.Information System Security Officer (ISSO) support viii.Service Asset and Configuration Management ix.Warehousing and Logistics for IT equipment x. IT Service Management tool support, transitioning to a different tool or to Software as a Service (SaaS) xi.Leasing and managing a facility in support of IT operations c.Program management and control plans. d.Training and support plans. e.Section 508 Compliance: Please provide a brief description of how you plan to comply with Section 508 of the Rehabilitation Act of 1973, as amended. Section 4 - PWS Review Identify areas within the draft PWS that may be unclear or where further detail would be useful (this is excluded from the page limitation). FAM and FAH documents are located at https://fam.state.gov Section 5- Suggested Training/Certifications per Subtask Identify relevant training and certifications germane to the subtasks of the PWS. DISCLAIMER This Sources sought notice is not a solicitation. This notice is issued solely for information and planning purposes and does not constitute a solicitation. All information received in response to this notice that is marked "proprietary" will be handled accordingly. Responses to the Sources sought notice will not be returned. In accordance with FAR 15.201 (e), responses to this notice are not offerors and cannot be accepted by the Government to form a binding contract. Responders are solely responsible for all expenses associated with responding to this notice. ATTENTION: Contractor must be registered with the System for Award Management (SAM) to be eligible for contract award or payment. Information on registration and annual confirmation requirements may be obtained via http://www.sam.gov RESPONSE SUBMISSION INSTRUCTIONS The responses submitted shall be in sufficient detail and clarity to provide DOS with the information it needs. Responses to this sources sought notice shall meet the following standards: •Page Limitations Section 1 Cover Letter: One Page Section 2 ITIL Implementation and Previous Experience: Five Pages Section 3 Capability Statement: 10 Pages Section 4 PWS Review: Unlimited Section 5 Suggested Training/Certifications: Unlimited •Text no smaller than 10 point. •Text included in graphics, tables, and figures can be no smaller than 9 point. •Limit any foldout pages to two per section. •Response shall use the attached Response Template with multilevel lists for Sections 1-3 to facilitate review. Restating the title/contents of the multilevel list is not necessary. Corporate Branding is allowed but the multilevel list layout must be adhered to as well as page limitations. •If a cover page and table of contents are used they are not included in the total page count. •Fully address Sections 1-5 as outlined above. •Responses that are incomplete and or do not follow these Response Submission Instructions will not be reviewed. •Electronic version of your response only in Microsoft Word 2016 compatible files to Wm. Glenn Thuman (DOS/AQM Support Contractor) at thumanwg@state.gov, no later than May 25, 2018 at 5:00 pm ET. QUESTIONS SUBMISSION INSTRUCTIONS Questions must be submitted by May 11, 2018 at 5:00 pm ET to the email address above. Added: <input type="hidden" name="dnf_class_values[procurement_notice][description][1][added_on]" value="2018-04-06 10:36:53">Apr 06, 2018 10:36 am Modified: <input type="hidden" name="dnf_class_values[procurement_notice][description][1][modified_on]" value="2018-04-26 08:32:36">Apr 26, 2018 8:32 am Track Changes This is a re-posting of the RFI. Only due dates have changed. 4/26/2018 Added: <input type="hidden" name="dnf_class_values[procurement_notice][description][2][added_on]" value="2018-04-11 14:25:06">Apr 11, 2018 2:25 pm Modified: <input type="hidden" name="dnf_class_values[procurement_notice][description][2][modified_on]" value="2018-04-26 08:32:36">Apr 26, 2018 8:32 am Track Changes
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/State/A-LM-AQM/A-LM-AQM/19AQMM18N0043/listing.html)
- Place of Performance
- Address: Department-Wide Support, United States
- Record
- SN04903107-W 20180428/180426231312-4a7f043b40fc7baae35b1390d7fca8a6 (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
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