2024.10.10 RFI-TRANSCOM25D002.pdf

REQUEST FOR INFORMATION (RFI)

FOR

UNITED STATES TRANSPORTATION COMMAND (USTRANSCOM)

DEFENSE PERSONAL PROPERTY PROGRAM (DPS) TECHNICAL SUPPORT

CENTER (DTSC)

TRANSCOM25D002

1. RFI Overview

In 2025, USTRANSCOM plans to have a contract in place for technical and functional support, Tier 1 and/or Tier II helpdesk services for the Defense Personal Property System (DPS) applications, capability, and business functions. USTRANSCOM seeks a solution that includes DTSC Tier 1 call resolution, sustainment, and maintenance of the ticketing software (presently ServiceNow (SNOW)), DPS IT System support and DPS operational support. USTRANSCOM is seeking information about what solutions currently exist in the market and is interested in learning about what information industry may need to scope a logical roadmap to succeed.

This announcement constitutes an RFI for informational and planning purposes only.

THIS IS NOT A REQUEST FOR PROPOSAL (RFP), nor is it to be construed as a commitment by the Government. No contract will be awarded as a result. Industry’s response to the RFI—or lack thereof—will have no impact on the evaluation of responses to any subsequent RFP or Request for Quote (RFQ) released. The information requested will be used within USTRANSCOM as market research to facilitate decision making (e.g., determining acquisition strategy, small business concerns) and will not be disclosed outside the Government.

Proprietary information submitted shall be appropriately marked. Do not submit confidential information in your response.

**Note** USTRANSCOM will NOT be responsible for any costs incurred by interested parties responding to this RFI.

1.1. RFI Contact(s)

We have designated the following individual(s) to serve as the official point(s) of contact (POCs) for this RFI. These individual(s) are the only authorized contact(s) permitted to communicate on behalf of USTRANSCOM about this RFI.

Contact information for RFI POC(s):

NAME TITLE OFFICE EMAIL PHONE

Ms. Megan Gonzalez

Contracting Officer TCAQ-D megan.m.gonzalez4.civ@mail.mil 618-817-

Ms. Kailey Schuette

Contract Specialist TCAQ-D kailey.c.schuette.civ@mail.mil 618-817-

1.2. Submission Details

Please submit your response to this RFI via email to the RFI POC(s) identified in Section 1.1. and ensure it is received prior to the due date identified in Section 1.3. If you have any questions about this RFI, please direct them to the RFI POC(s) listed in Section 1.1.

Physical (paper) copies of RFI responses will not be accepted.

1.3. RFI Timeline

The RFI timeline is outlined below. Dates may be modified by USTRANSCOM and posted as an amendment to this RFI.

RFI Released: 21 October 2024 RFI One-on-Ones Week of 18 November 2024 Responses Due: 1500 (CT) on 4 November 2024

1.4. RFI One-on-One Information (if applicable)

SAVE THE DATE: Week of 18 November 2024 (estimated) - One-on-One Sessions with Industry via MS TEAMS.

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

• Submit your RFI response, including a request for a one-on-one marked on the information sheet, no later than the response due date identified in Section 1.3.

• The first 20 RFI responses received including a valid request for a one-on-one will be allocated a 15-minute session with the requirements team. Priority for one-on-ones will be given to Small Business reponders.

2. Background Information

USTRANSCOM conducts globally integrated mobility operations, leads the broader Joint Deployment and Distribution Enterprise, and provides enabling capabilities in order to project and sustain the Joint Force in support of national objectives.

2.1. Scope of the Requirement

The purpose of this contract is to acquire specialized technical and functional support, Tier I and/or Tier II technical support services for the DP3 and DPS applications, capability, and business functions. The PWS includes the following task areas:

Task Area 1: Contract Management Task Area 2: Sustainment and Maintenance – Ticketing Software and Omni channel communication Support Task Area 3: DTSC Tier I Operations Task Area 4: Tier II Support

See attached PWS for additional information.

2.2. Place of Performance

The place of performance is at the contractor’s facility within CONUS.

2.3. Anticipated Award Timeline

This is a new requirement that has been separated from the existing contract HTC711-21- F-D084 Information Management Systems Response Center (SRC). This contract is anticipated to be awarded on or about 23 May 2025.

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 five (5) pages). Title pages and cover letter 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 requested information is provided.

3.1. Company Information

• Company Name

• Unique Entity ID

• CAGE Code

• POCs, to include name, title, phone number, and email address

3.2. Business Size

The anticipated North American Industry Classification System (NAICS) for this effort is 541519, Other Computer Related Services. The Small Business Administration’s small business size standard for this NAICS is $34M. Based on this NAICS, identify your business size as a LARGE or SMALL business. If a small business, identify any of the following socio-economic categories that apply to your business under this NAICS:

Historically Under-utilized Business Zones (known as “HUBZone”), Service-Disabled Veteran-Owned, Veteran-Owned, Small Disadvantaged Business, 8(a), Women-Owned, or Economically Disadvantaged Women-Owned.

3.3. Who We’re Looking For

USTRANSCOM highly encourages responses from capable businesses of all sizes, including large and small business concerns and all socioeconomic categories. However, it should be noted that small business set-aside opportunities are being considered for the NAICS identified in Section 3.2.

3.4. What We’re Looking For

Interested Parties are invited to provide information on the following subjects of interest, specifically describing your capabilities in successfully executing the following:

• 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.

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

Specifically we ask you address the following questions in your RFI Response.

Company background and experience:

1. Can you provide an overview of your company, including its history, size, and core areas of expertise?

2. What is your experience in developing and implementing compliant defense business systems?

3. As noted in the introduction, DTSC will support household goods (HHGs), Non-

Temporary Storage (NTS) and privately owned vehicles (POVs) for Department of Defense (DOD) Service members, dependents, and other customers supported by the Defense Personal Property Program (DP3). What is your experience in developing enterprise-wide software projects similar in scope?

4. What is your experience with understanding of organizational structure, regulations, and “as-is” / “to-be” business processes in support of rapid maturation of software development delivery?

5. What is your experience providing Tier 2 help desk support?

Technical expertise:

1. What experience do you have developing new user interfaces and understanding the impact of new or changing capabilities to user experience (UI/UX)?

2. What is your experience developing and maintaining application programming interfaces (APIs)?

Quality Assurance and testing:

1. What is your experience with quality assurance and testing of web-based applications and software?

2. What is your experience with automated testing? What methodology do you use to determine risk of a new capability with respect to the end-to-end business process (determining what must have an automated test)? Please provide case studies or examples.

3. What is your experience with building and testing integrations with external systems?

Security and compliance:

1. How do you ensure the security of the software you develop?

2. Are you familiar with and able to comply with the DOD Risk Management

Framework?

Past Experience:

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

If your company is a large business, specify whether you partnered or subcontracted with small business concerns to provide the same or similar services as this requirement.

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

3.5. Commercial Availability

Commercial Practices. Request responses to the following questions in your RFI Response as they pertain to providing DTSC support.

• Is this service available commercially? If so, what commercial solutions can address the requirement?

• What applicable industry standards, terms and conditions, regulations, trade journals, or process guides are germane to the service to be acquired?

• What is the recommended pricing structure, and what are the largest cost-drivers for this type of service (e.g., labor, equipment, leases, depreciation, fuel)?

• What evaluation criteria are typical for use in selecting a contractor to provide this type of service?

• Are there technologies the Government should adopt, if feasible, to improve this requirement?

• Are there challenges posed to non-incumbent interested parties that should be addressed?

• What types of successful integrations are available that tie into operational systems or other developer platforms via API or other integration?

• What are the most effective performance objectives and performance thresholds that ensure highest level of customer service and also balance cost?

• What are best practices to ensure support to a global DoD customer base in time zones as varied as Europe, Far East, and the United States and its Territories?

• What is the typical pricing structure for software? (ODC vs FFP CLINs)?

• What types of contracts are normally used in the commercial marketplace for this type of service (e.g., single-award, multiple-award, firm-fixed price, cost reimbursement, labor hour, time-and-materials)?

• What contract length is normally used in the commercial marketplace for this type of service (e.g., base year plus four options)?

4. Other Important Information

Please list existing contract vehicles available for use in procuring this effort to include Federal Supply Schedules, GSA Governmentwide Acquisition Contracts, DoD Indefinite

Delivery Indefinite Quantity contracts (known as “IDIQs”), or any other Government Agency contract vehicles. (This information on available contract vehicles is for market research only and does not preclude your company from responding to this notice.)

Please list any existing contracts you have which could be used to procure this effort.

Provide any other suggestions or considerations to improve this procurement. Are there software advancements, industry developments, or innovative solutions to be considered?

Please provide questions and/or comments on the draft Performance Work Statement (attached), citing any information you feel may improve/innovate this requirement.

Specifically, the government requests direct feedback on typical industry standards for the Customer Service Standards metrics. Please address whether the established thresholds are realistic or suggested updates.

5. Conclusion

USTRANSCOM would like to thank you for taking the time to review this important RFI, and we look forward to reviewing your response.

KAILEY SCHUETTE MEGAN GONZALEZ

Contract Specialist Contracting Officer 618-817-0687 618-817-9457 kailey.c.schuette.civ@mail.mil megan.m.gonzalez4.civ@mail.mil

Attachment:

DRAFT Performance Work Statement mailto:kailey.c.schuette.civ@mail.mil