SOURCES SOUGHT
R -- Global Information Technology (IT) Service Desk Support
- Notice Date
- 6/21/2018
- Notice Type
- Sources Sought
- 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
- 621812724
- Archive Date
- 7/13/2018
- Point of Contact
- Vivianna Diaz, , Claudia G. Melgar,
- E-Mail Address
-
vivianna.m.diaz.civ@mail.mil, claudia.g.melgar.civ@mail.mil
(vivianna.m.diaz.civ@mail.mil, claudia.g.melgar.civ@mail.mil)
- Small Business Set-Aside
- N/A
- Description
- Title: Global Information Technology (IT) Service Desk Support Description(s): This is a SOURCES SOUGHT TECHNICAL DESCRIPTION to determine industry availability and technical capabilities 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 service performance will take place at Government facilities. This supports approximately 1,750,000 users. The current support environment provides 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. 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. SOURCES SOUGHT TECHNICAL QUESTIONS: 1. Does your company currently have two Facilities with connectivity to NIPR and SIPR networks? a. If yes, please provide location and type/size of connection. If the location is that of a partner, please provide partner's facilities location and type of connection and connection bandwidth to NIPR and SIPR networks. b. If your facilities currently do not have NIPR and SIPR access, how long do you anticipate it would take to gain NIPR and SIPR access? (Please provide number of weeks, months, years, etc.) c. If your company was to be awarded the Global IT Service Desk Support contract, please provide the specific amount of time it would take for your company to be 100% operational? 2. 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. 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. Does your company currently have the capability to provide Service Desk to approximately 1.7M users world-wide, either directly or indirectly based on application service level agreement requirements on a 24 hour a day, 7 days a week and 365 days a year basis? a. If you currently provide service desk services, what volume of interactions (i.e. calls, emails, text, etc.) do you process on a monthly basis? b. Are these services provided out of the same location as your proposed locations with NIPR and SIPR access? 3. Does your company currently have a partnership agreement with another business to satisfy this new requirement? a. If yes, please provide the business type/size of the partner b. If yes, please provide the type of agreement. c. If yes, how long do you anticipate to have an agreement in place? (Please provide number of weeks, months, years, etc.) Responses should include: 1) Cover page with business name, address, company representative name and their title and email/phone, and company cage code. 2) Responses to all questions. Vendors who wish to respond should send responses via email NLT 28 June 2018, 4:00 PM Eastern Daylight Time (EDT) to: vivianna.m.diaz.civ@mail.mil and claudia.g.melgar.civ@mail.mil. Interested businesses should submit a brief response package (no more than five pages). 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. [1] Additonal information regarding this requirement can be found in FBO under Solicitation Number: 621700426-00 and HC104718R4010.
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/DISA/D4AD/DTN/621812724/listing.html)
- Record
- SN04963015-W 20180623/180621230953-9b7739883d9b216e6c503659ad2fe364 (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
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