2023.10.03 E2E_SMC RFI.pdf

REQUEST FOR INFORMATION (RFI)

FOR

UNITED STATES TRANSPORTATION COMMAND (USTRANSCOM)

End to End Systems Management Center (E2E SMC) TRANSCOM24D001

1. Purpose. This announcement constitutes a Request for Information (RFI) for informational and planning purposes only. THIS IS NOT A REQUEST FOR PROPOSAL nor is it to be construed as a commitment by the Government. The information requested will be used within United States Transportation Command (USTRANSCOM) as market research to facilitate decision making (i.e., determining acquisition strategy, small business concerns, etc.) and will not be disclosed outside the Government. Proprietary information submitted shall be appropriately marked. Please note that USTRANSCOM will NOT be responsible for any costs incurred by interested parties in responding to this RFI.

USTRANSCOM highly encourages responses from capable businesses of all sizes; large and small business concerns, to include all the socioeconomic categories.

2. Description/Scope. The United States Transportation Command is seeking sources that specialize in technical and functional support, Tier I and/or Tier II end to end ITSM helpdesk services for the Surface Deployment and Distribution Center (SDDC) enterprise applications, capability, and business functions.

Support shall include E2E SMC Tier I/II call resolution, development, sustainment, and maintenance of the ITSM software (presently ServiceNow) and operational support (G3 Ops) to include reoccurring systems checks. All tasks shall be performed in accordance with (IAW) regulations and guidelines addressed in the PWS. SDDC presently utilizes ServiceNow ITSM as ticketing software and is focused on integrating and streamlining end to end workflows and to utilize more of the ServiceNow capabilities such as DevOps Change Velocity integrations for development tools (i.e., GitLab), Information Technology Operations Management (ITOM) for real time health monitoring and firewall tracking, Information Technology Asset Management (ITAM) for centralized tracking of assets to include Hardware and Software, and Strategic Portfolio Management (SPM) for project management, routing and tracking; all of which will require contractor support to implement and maintain the new services and workflows. Additionally, SDDC utilizes Solutions Business Manager (SBM) for some ticketing and business tracking and routing. SBMs workload is to be transitioned to ServiceNow and SBM will be decommissioned.

Support shall include E2E SMC/ServiceNow reporting capabilities to include software licenses count for when tickets have been generated for review and approval through ServiceNow.

Additional software, hardware and license tracking may be added as required. ITAM capabilities for centralized asset tracking shall be implemented and maintained and will assist to modernize the asset tracking process.

At no additional expense to the Government, the contractor shall ensure that customer service personnel assigned to this project retain a helpdesk certification and remain current in the technical skills required to support and execute this task order. The contractor’s Help Desk Manager shall be Help Desk Institute Support Center Manager (HDI0SCM) or Help Desk Manager (HDI-HDM) certified.

ServiceNow System Administrator Certification is required for the ServiceNow Administrators.

Additional training may be required as necessary for ServiceNow enhancements.

The contractor shall provide an Integrated Call Management System (ICMS) implementing rules and parameters governing the routing of inbound telephone calls. The rules shall specify how calls are distributed, usually according to the application the caller requires support of.

Support shall also include E2E SMC call center operational support for GATES Water Port

Place of Performance: May be operated fully remote or at a contractor’s facility located within a 15 miles radius of Scott AFB IL. Call center support shall be 24 hours/7 days a week/365 days a year.

Anticipated Period of Performance:

Transition: 01 Sep 2024 - 30 Sep 2024 Base Year: 01 Oct 2024 - 30 Sep 2025 Option Period 1: 01 Oct 2025 – 30 Sep 2026 Option Period 2: 01 Oct 2026 – 30 Sep 2027 Option Period 3: 01 Oct 2027 – 30 Sep 2028 Option Period 4: 01 Oct 2028– 30 Sep 2029

3. Information Requested

Parties interested in assisting USTRANSCOM with this market research are requested to submit the following information in the format outlined below. The response should be detailed (but no more than 5 pages) and address the information requested below (title pages, cover letter, etc., will not count against the page limit). Respondents are highly encouraged to submit a tailored response rather than a generic capability statement to ensure the needed information is provided.

I. Company Information.

A. Company Name B. CAGE Code C. Point of contact name, phone number, and e-mail address

II. Business size: The NAICS for this effort is 541519, Other Computer Related Services. The Small Business Administration small business size standard for this NAICS code is $30M.

Based on the NAICS code 541519, Custom Computer Programming Services, please indicate your business size (check one): Small Large

If small business, please check all that apply to your firm:

HUBZone Small Business

Service-Disabled Veteran-Owned Small Business

Veteran-Owned Small Business

Small Disadvantaged Business

Woman-Owned Small Business

Economically Disadvantaged Woman-Owned Small Business

III. Capabilities: Generally, describe your company’s capabilities in fulfilling

SRC Specifically address the following:

A. Contract Management - Experience establishing and maintaining an IT and communications environment for a 24/7/365 days a year help desk.

B. Sustainment and Maintenance - ServiceNow and Telephone Support Experience providing sustainment and maintenance in Ticketing Software Systems and database administration, currently ServiceNow.

C. Tier 1 Operations - Experience providing 24/7/365 days a year help desk support for software support or business processes for transportation/logistic programs/applications for DoD, Federal Government or commercial sector and demonstrate experience in the following three areas:

• Ability to trouble-shoot (drill down to resolve the issues)

• Logging and tracking call information with the Service Now ticketing software

• Automated call distribution administration

• Ability to create/update/review a technical solution for user/caller distribution.

• Perform system checks and report status of system availability

D. Tier 2 Operations – Experience providing 24/7/365 days a year advanced systems support to resolve tier 2 level systems issues.

• The contract will require an appointed Application Liaison to coordinate with the COR and Area Manager for each program to develop and document Tier 2 support as applicable based on each program’s requirements. Tier 2 customer support technicians will be staffed by the contractor to provide the required support.

E. Provide the following project or contract information for requirements deemed similar to this effort:

• A brief description of the project

• Contract number

• Period of performance

• Was your company a prime or subcontractor?

• Dollar value of the project

• Scope of the portion of the effort your company supported

F. If your company is an Other Than Small Business (OTSB) concern, have you partnered or subcontracted with small business concerns to provide same or similar services of this requirement?

G. If no direct performance or experience with the above, please explain how you will perform tasks utilizing experienced subcontractors, through a proposed teaming arrangement or hiring qualified personnel.

IV. Other:

A. Please list all contract vehicles under which you hold contracts which could be used to procure this effort.

B. Please provide any other information or suggestions that may provide efficiencies in accomplishing this acquisition.

4. Submission Information

Please submit questions to the POCs listed below via e-mail. Questions must be submitted no later than (NLT) 1200 CT, Wednesday, 18 October 2023.

Responses to this RFI must be submitted via e-mail to contacts listed below NLT 1200 CT, Wednesday, 25 October 2023.

SAVE THE DATE: 8-9 November 2023 - Industry One-on-One Sessions via MS TEAMS.

Please follow the instructions below to request a one-on-one session.

A. Submit your RFI response including a request for a one-on-one no later than 1200 CT, Wednesday, 25 October 2023.

B. The first 25 responses received (that include a request for a one on one) will be allocated a 15 minute session with the requirements team.

Points of Contact (POC):

RACHAEL BEALER MATTHEW HELLMANN

Contract Specialist Contracting Officer 618-220-7059 618-220-7071 rachael.n.bealer.civ@mail.mil matthew.j.hellmann.civ@mail.mil

Attachment:

DRAFT Performance Work Statement mailto:rachael.n.bealer.civ@mail.mil mailto:matthew.j.hellmann.civ@mail.mil