692M15-20-D-00004_Follow-on_RFI_QA.xlsx
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- Solicitation number
- 692M15-20-D-00004_Follow-on_RFI
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This is a Questions and Answers document for the FAA Integrated Service Center (ISC) Support Services RFI (692M15-20-D-00004_Follow-on_RFI), containing 106 vendor inquiries and FAA responses regarding current operations and future contract requirements. The document addresses multiple contract line items (CLINs) spanning Service Desk support, ServiceNow platform management, endpoint device lifecycle management, wireless infrastructure, training services, and enterprise operations. Key operational metrics include approximately 350,918 monthly incidents (FY25 data across phone, email, self-service, chat, and virtual agent channels), 92,779 monthly service requests, 55,000 supported end-user devices across 60,000 personnel at 900+ FAA sites nationwide and internationally, and 31 dispatch locations requiring onsite technical coverage during 8AM-5PM arrival windows. ServiceNow footprint consists of one instance with two environments (MyIT and ANCIR), 1,282 active users, 161 catalog items averaging 8,000 monthly requests, 130 active workflows, and upgrade to Australia version planned for Summer 2026.
Service delivery operates 24x7x365 for the Service Desk and Service Center Division, with core business hours defined as 0600-1800 local time Monday-Friday. Staffing for onsite technical support, VIP executive support (approximately 61 VIP+ and Level 1 executives in Washington, DC requiring 5-10 minute response times), and the Service Desk Tier 1 role requires U.S.-based resources due to security restrictions; personnel require Public Trust clearance and Sensitive Unclassified Information handling. Performance metrics apply maximum 40% per-seat monthly price reductions for CLIN 002 (Service Desk) based on call abandonment rates, incident re-open rates, first-call resolution, and other service level measures detailed in Exhibit B-003. End-user device refresh targets approximately 12,500-15,000 devices annually (25% of ~55,000 total), with imaging currently performed by contractor using PXE boot methodology. The RFI response deadline was extended to March 27, 2026 (4:30 PM EST), and the FAA anticipates releasing the full RFP in FY28 Q1 with contract start in FY29 Q3, requiring vendors to respond to all solicitation sections.
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Other files
| File | Type | Posted |
|---|---|---|
| CLIN 007 PWS.docx | DOCX document | |
| CLIN 001 PWS.docx | DOCX document | |
| CLIN 002 PWS.docx | DOCX document | |
| Questions_Service Desk Surge_Pricing and Automation_Asset Management.docx | DOCX document | |
| Section C Document.docx | DOCX document | |
| CLIN 003 PWS.docx | DOCX document | |
| Exhibit B-003.docx | DOCX document | |
| CLIN 006 PWS.docx | DOCX document | |
| CLIN 004A PWS.docx | DOCX document | |
| Questions_ServiceNow Platform Support.docx | DOCX document | |
| Section B Document.docx | DOCX document |
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Questions & Answers
| Contract Opportunity: FAA Integrated Service Center (ISC) Support Services | ||||||
| Notice ID: 692M15-20-D-00004_Follow-on_RFI | ||||||
| Document: Questions and Answers | ||||||
| Question # | Page # | Document | Section Number | Reference Text | Questions or Other Observations | FAA Response |
| 1 | 3 | Section C Document | C.1.1 Background | AIT currently uses ServiceNow for IT Service Management (ITSM) and to track incidents and service requests from inception to closure. ServiceNow is also used for additional services such as change management. | Does FAA own ServiceNow licenses other than ITSM? | FY26 - HAM Pro, SPM, and Now Assist this FY. |
Future - ITOM and SAM Pro (Part of ITAM) may be in FY26 or FY27
| 2 | Are there any existing FAA system(s) currently going through or being targeted for modernization? If yes, can you please provide the system(s) name and function in the FAA landscape? | Numerous systems across FAA are being targeted for modernization. Focusing on low-code/no-code solutions and migrating on-premise servers onto the Cloud. | |||||
| 3 | 5 | CLIN 007 PWS | 1.1 | Objective | Promote FAA business process reengineering and standardization to maximize business value from the Platform, improve service delivery efficiency, reducing technical debt and driving innovation. | Are there specific FAA processes that are candidates for redesign? | Software Request, Onboarding (Potential HR integration) |
| 4 | Do you have any end-of-life components that must be addressed? | No | |||||
| 5 | 12 | CLIN 002 PWS | Service Request and Incident Management | How would you describe the overall technical debt within the ServiceNow platform (none, low, moderate, high)? | Low | ||
| 6 | What are the top 5 recurring issues or bottlenecks (tickets, rework, delays, manual steps)? | Top 5 Incident are: |
User Accounts – 103,198 (29.41%) FAA Applications – 60,175 (17.15%) Commercial Software – 36,730 (10.47%) Applications – 34,632 (9.87%) Laptops – 21,509 (6.13%)
Top 5 Request are:
Software Request – 23,208 (19.59%) Service Desk Generic Request – 21,943 (18.52%) Employee Onboarding/Transfer – 8,260 (6.97%) Computer Request – 8,116 (6.85%) Manage Distribution Groups – 7,910 (6.68%) 7 9 CLIN 007 PWS 4.3 Business Process Optimization and Automation Re-engineer and streamline FAA business processes by aligning them with ServiceNow platform capabilities, including, but not limited to, Robotic Process Automation and Artificial Intelligence Is RPA or AI currently being utilized in the FAA landscape? And if yes, can you describe the use case(s). On the roadmap is NowAssist. Plan is to leverage the capability to increase efficiencies with Service Desk case deflection, ticket creation and management.
8 8 CLIN 007 PWS 4.2 System Integration Integrate ServiceNow with other systems and tools to ensure seamless data exchange and workflow connectivity. Can you provide details of any existing integrations that are inbound to ServiceNow or outbound from ServiceNow? Without diving into the details, we can provide the following information:
Number of Active Jobs with data imports (16) Number of Integration Credentials (24) Number of OAUTH Security Connections (34)
| 9 | How are infrastructure devices being discovered and tracked on the FAA network? | NAC | ||||
| 10 | What is the maturity level for the existing FAA CMDB? (Immature, Average, Mature) | We would assess the current state as Below Average (Immature). | ||||
| 11 | 26 | Section C Document | C.3.3.4 Asset and Acquisition Management | What tools/systems are being used for FAA hardware and software asset tracking? | ServiceNow, Microsoft PowerApps/Dataverse, and Tnium | |
| 12 | 2 | Section C Document | C.1.1 Background | (2) Historically, the incident volume has consisted of approximately 50,000 incidents per month across 60 IT services and products. | Can FAA provide the last 12–24 months of incident + request volumes by channel (phone, portal, email), plus seasonality and peak-event patterns, so we can size staffing and WFM accurately? | FY25 Data |
Incidents:
Phone Total: 286,953 Email Total: 38,212 Self-service Total: 19,366 Walk-in Total: 3,935 Chat Total: 1,958 Virtual Agent Total: 494 Total incidents = 350,918
Requests:
92,779 tickets 13 14 Section C Document C.3.2.1.1 Surge Support The Contractor must provide surge support to the FAA and FAA’s stakeholders during periods of increased demand and elevated call volumes. The docs reference elevated call volumes, but do not provide counts. What are historical call volumes (daily/monthly), AHT, abandon rate, and peak-hour call arrival patterns for the Service Desk? Roughly 1,400/3,000 (daily/monthly) Peak hours varies but typically morning and afternoon and during outages or major deployments within the enviornment 14 1 Exhibit B-003 Performance Requirement Calculations for Price Adjustment Performance Requirement Calculations for Price Adjustment Please confirm how monthly price adjustments are applied (by seat, by CLIN, or overall), and whether there is an aggregate monthly cap/floor on credits or deductions across all measures. Please reference "Exhibit B-003" Performance Requirements Calculations for Price Adjustments document Price reductions will be applied as indicated in the tables below, however the maximum per seat price reduction will not exceed 40% per monthly invoicing period.
| 15 | 2 | Exhibit B-003 | Service Center Support Metrics Summary Table | Calculation for Call Abandonment Rate: (Total number of calls abandoned or dropped / Total number of calls received) x 100 = Call Abandonment Rate | Are abandon-rate thresholds measured on all calls received, or are any call types excluded (transfers, misroutes, etc.)? How are callbacks and IVR containment treated in the calculation? | Calculation for Call Abandonment Rate: | |
| • | (Total number of abandoned calls within the month – Abandoned calls of < 60 seconds within the month) –÷ total calls received = Call Abandonment Rate | ||||||
| • | Example: (450 abandoned calls – 14 Abandoned calls of < 60 seconds) ÷ 34,400 total calls received = 1.27% Call Abandonment Rate |
Ex: (450 - 14 ÷ 34,400 x 100 = 1.27%)
| 16 | 8 | Exhibit B-003 | Service Center Support Metrics Summary Table | When calculating performance, the Contractor must report each calculation to two decimal places. | What source systems are authoritative for performance calculations (telephony/ACD vs ITSM), and will FAA provide report templates plus sample datasets to validate calculations during transition? | Various systems (e.g., ACD, ServiceNow, etc). |
| 17 | 1 | Exhibit B-003 | Service Center Support Metrics Summary Table | Calculation for Incident Re-Open Rate: Total number of incidents reopened / Total number of incidents resolved = Incident Re-Open Rate | How does FAA define “re-open” (time window, reason codes), and are there exclusions (e.g., user error, unrelated new issue) that prevent penalizing the contractor for reopen rates? | A re-open is defined only for an incident that was previously resolved (but not yet closed) and is subsequently reopened within seven (7) days due to the original issue not being fully resolved. The user is not required to select or provide a reason code when the ticket is reopened. While internal reporting may categorize reopens (e.g., incomplete resolution, recurring issue, or other service-related factors), this is not dependent on user-selected reason codes. |
Exclusions may apply when the reopen is determined to be unrelated to the original issue or the result of a new and distinct problem. In those instances, the ticket may be reclassified as a new incident and would not be counted against contractor reopen rate metrics.
Final determination is based on documented ticket history, categorization, and service management governance review.
| 18 | 4 | CLIN 002 PWS | 1.2 Hours of Operation | The FAA’s regular/core business hours are 0600-1800 local time, Monday-Friday. Service Center support hours of operation are 24 hours a day, 7 days a week, and 365 days a year (24x7x365). | For 24x7 coverage, what is the required staffing model outside core hours (overnight/weekends/holidays), and do response/SLAs differ after-hours vs 0600-1800 local time? | Staffing levels are scaled based on historical incident volumes and risk profiles, with higher-tier escalation personnel available as needed. Standard SLAs are maintained 24x7 for critical incidents to ensure timely resolution regardless of time of day. |
| 19 | 35 | CLIN 002 PWS | 3.10 Reports | The Contractor must provide near real-time and historical reports to FAA management that provide, at a minimum, the data used to calculate each metric described in Exhibit B-003. | What is the required governance cadence (daily/weekly/monthly) and required report content for ops reviews (volumes, backlog, aging, adherence, CSAT)? Are there FAA standard dashboards/templates we must use? | Please reference the PWS and section 5 (Deliverables Schedule) |
| 20 | Section B Document | B.4 CLIN X002 - Service Center Support | This CLIN, if ordered, will be awarded under a fixed price per seat task order. The FAA will only pay for the actual number of seats calculated in accordance with B.10. The fixed price per seat is subject to a downward adjustment based on the performance metric calculations applied in accordance with Exhibit B-003, Performance Requirement Calculations for Price Adjustment. | Please define what counts as a “seat” (named agent vs concurrent, scheduled vs staffed position), how seats are calculated monthly (including partial months), and whether surge months trigger seat adjustments. | Seat Count Calculation |
An “ATC Seat” is defined as an AD Account corresponding to an individual who is a Government employee in the air traffic controller (“ATC”) job series. While ATCs have AD Accounts, ATCs are not typically assigned a primary administrative computer. An ATC Seat includes all ATCs who are working in their capacity as an air traffic controller, ATC trainee, and other ATC support staff when such other ATC staff have not been assigned a primary administrative computer. The Federal Personnel Payroll System (FPPS) is the primary source for determining the count of ATCs.
ATC Seats will be weighted less than a Non-ATC Seat (defined below) because an ATC Seat is not associated with a primary administrative computer. Accordingly, the ATC Seats will be weighted as four tenths (0.4) of a seat.
A “Non-ATC Seat” is defined as an AD Account corresponding to an individual (either Government or contractor employee assigned to the FAA) who is not an air traffic controller Government employee and who is assigned a primary administrative computer. Non-ATC Seats may include ATC supervisors and managers, or individuals with an ATC title but who are working in a non-air traffic controller capacity.
The “Seat Count” (CLIN X002) is calculated as follows:
Seat Count = (Non-ATC Seats) + (ATC Seats x ATC Seat Weight) 21 Section C Document C.3.2.1.3.2 Executive Support The Contractor must provide on-site support to VIP+ and Level 1 VIP Executives during FAA regular/core business hours (0600-1800 local time). How many VIP+ and Level 1 VIP Executives are in scope, where are they located, and what is the expected monthly demand (tickets/onsite visits) and required response time for this population? Location: Washington, DC Population in Scope: Approximately 61 VIP+ and Level 1 VIP Executives Expected Monthly Demand:
Incidents: ~60 tickets per month Service Requests: ~37 tickets per month Required Response Time: 5–10 minutes 22 CLIN 002 PWS 1.2 Hours of Operation The FAA’s regular/core business hours are 0600-1800 local time, Monday-Friday. Service Center support hours of operation are 24 hours a day, 7 days a week, and 365 days a year (24x7x365). Please provide the list of sites requiring dispatch/onsite coverage, target response/arrival times by priority, and historical dispatch volumes so we can size onsite staff and on-call rotations. We currently have 31 locations requiring dispatch/onsite coverage within the following geographic areas:
Washington, DC Oklahoma City, OK Atlantic City, NJ Fort Worth, TX Des Moines, WA College Park, GA El Segundo, CA Des Plaines, IL Jamaica, NY Kansas City, MO Burlington, MA Honolulu, HI Anchorage, AK San Juan, PR Ronkonkoma, NY Indianapolis, IN Oberlin, OH Farmington, MN Leesburg, VA Miami, FL Houston, TX Longmont, CO Fremont, CA Albuquerque, NM Salt Lake City, UT Las Vegas, NV Orlando, FL Silver Spring, MD Phoenix, AZ Charlotte, NC Washington, DC
Arrival times 8AM - 5PM FY25 ticket volume: 13,698
| 23 | Section C Document | C.2 SCOPE | The scope of the ISC 2.0 PWS includes support for end-user services and technical services for systems, applications, and local and wide area networks (LAN/WAN), IT customer training, and special projects. | What governance and notice period will the FAA provide when adding/removing scope elements, and how will this affect seat counts, staffing model, and cost recovery? | Adding and/or removing scope elements will be handled on a case-by-case basis with close communication with the vendor." |
| 24 | CLIN 002 PWS | 3.10 Reports | The Contractor must provide near real-time and historical reports to FAA management that provide, at a minimum, the data used to calculate each metric described in Exhibit B-003. | What are the required report delivery timelines (daily, weekly, monthly), who approves them, and what is the dispute resolution window if FAA challenges the reported values? | Please reference "Deliverables Schedule" (section 5) within PWS |
| 25 | Section B Document | B.1 GENERAL | This procurement is for enterprise level IT support. This is an indefinite delivery/indefinite quantity (IDIQ), hybrid fixed price award fee (FPAF), fixed price (FP) with performance adjustments, fixed price (FP), and time and materials (T&M) contract with a ten (10) year period of performance. Work under this Contract will be ordered by placing task orders against the contract in accordance with the ordering procedures described in section G. Task orders may be issued at any time during the performance period. This Contract will be incrementally funded at the task order level. | Please clarify the full performance-adjustment model across the contract: which CLINs are subject to adjustments, whether adjustments apply per CLIN vs overall invoice, and how award fee interacts with performance deductions. | The adjustments are associated with the Service Desk (CLIN 2) task order. The award fee is independent of these adjustments. |
| 26 | Exhibit B-003 | Performance Requirement Calculations for Price Adjustment | The following performance requirements and per seat price reductions show the impact of performance on per seat pricing for Service Center Support under CLIN X002. Price reductions will be applied as indicated in the tables below, however the maximum per seat price reduction will not exceed 40% per monthly invoicing period. | Confirm whether the 40% cap is applied per task order, per CLIN, or across the total monthly invoice, and confirm any cure period or waiver conditions (e.g., carrier outages, FAA-directed downtime). | The 40% cap is related to the Service Desk (CLIN 2) task order only. |
| 27 | CLIN 004 | 1.1 Scope of Work | The Contractor must provide comprehensive technical, operational, and engineering support services for the WIAP Network...perform predictive and on premises site surveys...installation...Tier 2 network operations support. | What is the total number of FAA facilities in scope for predictive/on-site surveys and installations during the period of performance? | There are 1000 FAA facilities in scope. Site location and number of installations vary per fiscal year. |
| 28 | CLIN 004 | 1.1 Scope of Work | installation and configuration services for the Cisco Wireless Access Points (WAP) and Wireless Controllers at Federal Aviation Administration (FAA) facilities. | For each facility, what is the expected count of WAPs, wireless controllers, and network switches to be installed or upgraded? | The expected number of WAPs, wireless controllers, and network switches to be installed or upgraded varies based on the size of facilities. |
| 29 | CLIN 004 | 3.2 Wireless Design and Deployment | support the FAA's procedures and schedules to perform LCM activities at designated facilities. This includes but is not limited to upgrades of Access Points (APs) (one for one), network switches, wireless controllers... | What is the projected lifecycle replacement schedule (sites and devices per month) for APs, switches, and controllers across the period of performance? | The FAA follows a seven‑year life‑cycle process for all access points, switches, and controllers. |
| 30 | CLIN 004 | 3.3 Lifecycle Asset Management (LCAM) | Procure and field the necessary materials and supplies needed tools to install, configure, and test the wireless hardware, sensors, switches, and UPS units at each facility. | Are APs, controllers, and switches Government Furnished Equipment (GFE), or is the contractor responsible for procurement of network devices in addition to installation materials? | APs, controllers, and switches Government Furnished Equipment (GFE) are provided by the Government. |
| 31 | CLIN 004 | 3.3 Lifecycle Asset Management (LCAM) | Utilize FAA's designated shipping service (currently GSA Advantage Delivery Services; paid for by the FAA outside the ISC Contract) | Does 'materials and supplies' include only installation consumables (cabling, brackets) while devices are GFE, or does the contractor procure devices? Please clarify supply responsibilities and funding sources. | The contractor supplies all consumable materials and installation-related supplies, while the government furnishes the required network equipment. |
| 32 | CLIN 004 | 1.1 Scope of Work | ...Tier 2 network operations support. | What are the expected Tier 2 ticket volumes (incidents, requests, changes) for the WIAP network and required hours of coverage (e.g., 8x5 vs. 24x7)? | Tier 2 ticket volumes (across incidents, requests, and changes) are minimal. |
| 33 | CLIN 004 | Attachment A / Performance Standards | The Government will use the table below to monitor the Contractor's performance... | Beyond deliverable timeliness, what operational SLAs (e.g., mean time to acknowledge/resolve incidents, uptime targets) must be met for wireless services? | The same SLA's (Email/Online Portal Response Rate) outlined within in Exhibit B-003. |
| 34 | CLIN 004 | 3.3 Lifecycle Asset Management (LCAM) | Manage packaging, shipping, receiving and storage of both small and large quantities of devices within the Contractor's facility. | What are the expected peak inventory levels (devices and cubic footage) and storage duration to size warehouse space and staffing? | Peak equipment storage would be ~5,000 laptops, ~200 desktops, ~5,000 monitors, ~60 desktop printers, ~100 switches, ~50 UPS, ~5,000 miscellaneous items including batteries, cables, keyboards, mice, backpacks, docking stations, etc. There needs to be ~1,000 sq. ft. of dedicated space for processing and storing assets being disposed of. There should be dedicated space for shipping and receiving ~250 packages per day. There should be dedicated space for imaging up to 700 computers per day. There should be ~500 sq. ft. dedicated space for storing and configuring network equipment. There should be dedicated space for technicians who assess and repair systems as needed. Estimated 30,000 sq. ft. in total. |
| 35 | CLIN 004 | 3.2 Wireless Design and Deployment | ...determine the optimum placement for Location Based Services (LBS)... | What LBS accuracy targets (e.g., 3-5m vs. sub-3m) and use cases (RTLS, proximity) should be designed for, to inform AP density and placement? | Information will be provided upon award. |
| 36 | CLIN 004 | Attachment A / Performance Standards | Site Survey completed within timeframe established 95% of the time. | What is the standard timeframe SLA for completing site surveys from tasking (e.g., X business days), and how is it set per site? | All FAA surveys are conducted as predictive surveys; however, on‑site surveys may be requested as needed and must be completed within 10 business days per site. |
| 37 | CLIN 004 | 9 Travel and Other Direct Costs | The Contractor may be required to travel ... Travel shall only occur with prior approval from the COR or TPOC. | What is the forecasted number of trips per month by region, typical trip duration, and standard on-site crew size for surveys and installs? | The forecasted number of trips per month by region, typical trip duration, and standard on-site crew size for surveys and installations varies. |
| 38 | CLIN 004 | 7 Period of Performance | The period of performance will start on April 15, 2025, and will extend through April 14, 2026. | Are there option years, surge clauses, or anticipated scope increases during POP, and what notice period will be provided for surges? | A transition period with the incumbent is anticipated to begin in FY29, Q3. |
| 39 | CLIN 006 | Attachment A: Performance Requirements Summary | Instructor (1) delivers a minimum of five remote classes per week. | Please confirm the expected weekly/monthly volume of remote instructor-led classes beyond the minimum, and the number of instructors required concurrently to meet demand. | The expected amount of classes is based on demand at that time (example: a new software is being deployed will require more training classes per a week as opposed to non-peak deployment periods). At a minimum 5 classes per week, that is 20 per month. The amount of instructors are based on the terms of the contract being met. |
| 40 | CLIN 006 | 1.1 Background | MFPE provides training ... to employees located throughout the world. | What are the standard class durations, start times, and time-zone coverage expectations for remote classes? | The standard class durations are based on the requirements for the course. If it's a complex software/system the training will be more extenstive as opposed to a minimally required training. Anywhere from 1 hour minimum to 6 hours a day. The time zones are Eastern Time through Pacific Time but classes are not usually passed 3:30 PM ET |
| 41 | CLIN 006 | 1.1 Background | Live ILT classes (face-to-face), when available, are held in nine regional offices... For online classes, MFPE teaches up to 25 students or more at a time. | What is the anticipated percentage mix of remote versus in-person instructor-led training over the period of performance? | The trainers will be training almost exclusively remotely unless there is a conference or meeting that might be required to be in-person which is very rare. |
| 42 | CLIN 006 | 9 Travel and Other Direct Costs | The Contractor may be required to travel during the performance of this Task Order. | How many in-person training trips are expected per quarter and to which regions/locations? | In-person training trips will be exceptionally rare. Maybe one a year max |
| 43 | CLIN 006 | 3.3 Provide One-on-One Mentoring Sessions Remotely | Provide scheduled mentoring sessions lasting up to 30 minutes (with the option to increase to 60 minutes)... Mentor (1) provides a minimum of 15 scheduled mentoring sessions per week. | What is the expected weekly demand for one-on-one mentoring beyond the minimum, and what is the expected split between 30- and 60-minute sessions? | It depends on the needs of the users requesting it. You should plan 8 hour working days which would allow for 8 sessions a day of 60 minutes apiece. The sessions might be shorter, but that depends on the mentoring session itself and the content |
| 44 | CLIN 006 | 1.1 Background | ... training ... to employees located throughout the world. | What hours of coverage and time zones must mentoring sessions support? | We support continental US time zones business hours. So typically from 6:00 AM ET - 6:00 PM ET |
| 45 | CLIN 006 | 3.4 Develop Training Materials for COTS and Non-COTS Products | ... prepare, design, develop, implement, update, and maintain training materials ... (e.g., Remote ILT classes, Training Videos; ... Learning Guides, Job aids...). | What is the expected monthly volume of new training materials by type (videos, WBT L1/L2/L3/L4, job aids, guides) and typical length/complexity? | You should anticipate developing 5-10 videos a week (5 day day week), WBTs are usually L2's (sometimes L3's) about 2 a month |
| 46 | CLIN 006 | 1.1 Background – Web-based Training Levels | If WBT Levels 3 and 4 are required, the Contractor must assist in executing the associated tasks. | What proportion of WBT development is expected at Levels 1/2 versus Levels 3/4 (e.g., simulations, VR/AR, gamification)? | Most of our WBTs are L2's, we anticipate developing more L3s and there will be a ramp up of L4's to be developed in the future (maybe 1 a year) |
| 47 | CLIN 006 | 1.1 Background – Current Technology | As of 2024, the FAA uses ... Articulate Storyline 360, Synthesia, and Adobe Premiere Pro ... Zoom, MS Teams, and other applicable M365 technologies ... eLMS. | Will FAA provide licenses/access for Articulate, Synthesia, Adobe CC, Zoom, MS Teams, and eLMS, or should the contractor furnish them? | FAA will provide it |
| 48 | CLIN 006 | 1.1 Background | MFPE determines training products through training requests in the IT Service Management (ITSM) tool... | What is the expected monthly volume of ITSM/ServiceNow training requests and target SLA from intake to delivery? | Not a high volume because ServiceNow is primarily used by out IT staff but we are branching the use of the ServiceNow platform for other departments. We can't estimate what that deman would be because it depends on the user-base and the complexity of the setup for ServiceNow |
| 49 | CLIN 006 | 3.4 Develop Training Materials for COTS and Non-COTS Products | Coordinate the Intake process for receiving new assignments and the assignment of work for new training projects. | What is the intake process throughput expectation and approval timeline for new training projects? | The expectations are highlighted in the PWS and timelines are based on the complexity of the training. Example: There might be a job aid that needs to be developed ASAP that is like 8 steps or there might be a whole new system that takes weeks to develop the training. |
| 50 | CLIN 006 | 3.2 Deliver Training Remotely | Development of content, setup of courses, and resetting classes ... Create attendance rosters and take attendance ... Validate course credit for each student within eLMS. | What specific eLMS administrative tasks are in scope (course setup, roster management, credit assignment), and what is the timeline for provisioning contractor access? | Course setup, administration of the course within eLMS, credit assignments (if required). The contractors are provided eLMS access ASAP and FEDs can assist (and traing CTRs) during the interim with eLMS administrative roles. |
| 51 | CLIN 006 | 2 References | ID Badge Online Application: https://www.faa.gov/.../piv | What personnel screening/badging requirements apply (e.g., Public Trust), do remote-only staff require PIV, and what are the typical onboarding lead times? | This is not applicable to user training |
| 52 | CLIN 006 | 1.1 Background | ... software products and technologies included in the scope ... will evolve ... As such upgrades and/or replacements occur, the Contractor must adapt... | Are there any planned major product rollouts during the PoP requiring surge training (volumes, timelines, asset mix)? | None that we can future predict. The technology we use is constantly changing and the user-base is adapting. |
| 53 | CLIN 006 | 1.2 Scope of Work (referenced) / 3 Task Requirements | ... delivering IT training to FAA employees on the hardware and COTS and Non-COTS office productivity and collaboration tools ... | What proportion of training will target COTS versus Non-COTS products, and what SME access will be provided for Non-COTS applications? | Because software is constantly changing, it's difficult to future predict what will be COTS/NON-COTS deployments. I would say they are now 50/50 and the NON-COTS to require more focused training than COTS because users can always look up how to do things if they get stuck. However, COTS the current challenges what tools to use when and how to know it's working correctly. |
| 54 | CLIN 006 | Attachment A: Performance Requirements Summary | Instructor delivers a minimum of five remote classes per week ... Mentor provides a minimum of 15 ... per week. | Are there expected seasonal surges (e.g., end-of-fiscal-year) in class demand or mentoring requests that require staffing ramp-ups? | None that we can future predict. The technology we use is constantly changing and the user-base is adapting. |
| 55 | CLIN 003 | Background | Based on these goals, the FAA LCAM Team... is responsible for replacing 25% of all personal computing devices annually... For fiscal year 2025, approximately 12,500 to 15,000 devices will be replaced. | Please confirm the total number of end-user devices in scope by type (laptops, tablets, desktops, peripherals) and the percentage mix to be refreshed during the Period of Performance (Apr 15, 2025 - Apr 14, 2026). | ~55,000 |
| 56 | CLIN 003 | Scope of Work | ...accurately accounting for, tracking, and managing assets across their lifecycle... Provisioning devices on an ad-hoc basis in response to Helpdesk incidents, onboarding requests and other service requests... | What is the total supported end-user population (CONUS and OCONUS) and its distribution across locations to inform shipping, deployment scheduling, and support coverage? | ~60,000 |
| 57 | CLIN 003 | 3.4 End-User Device Provisioning | End-user device provisioning includes... ad-hoc provisioning... planned lifecycle replacement... | What are the current and target annual volumes for each provisioning category (LCAM refresh, break/fix, new hire, hardware requests) and the monthly/weekly seasonality profile? | The target volume depends on funding and the current administratino goals. |
Current targets are approximately:
LCM: 8,000
B/F: 3,000 New Hires: 3,000 Hardware Requests: 2,000
| 58 | CLIN 003 | 3.3 Configuration Management | The FAA may, at its convenience, reallocate some imaging responsibilities to the manufacturer(s)/vendor(s)... The ISC Contractor must still perform post-imaging responsibilities... | What percentage of imaging is expected to be performed by the manufacturer versus the Contractor during the PoP, and how will this vary by device model? | Currently all imaging is done by Contractor. There are no expected changes, but noted as a possibility. |
| 59 | CLIN 003 | 3.4 Ad-Hoc End-User Device Provisioning | For CONUS... prepare an IT PC for pickup... no later than 24 hours after the technician makes a determination... utilizing priority overnight or equivalent shipping. | Are 24-hour shipment timeframes for break/fix measured in business days only, and do weekend/holiday requests require any after-hours coverage or exceptions? | business days only. no after hour coverage. |
| 60 | CLIN 003 | Government Furnished Facilities | The FAA will provide access to its facilities for Contractor employees who are cleared for such access. | Please specify personnel clearance/background check requirements (e.g., PIV, public trust tiers), badging timelines, and any role-based clearance differences for depot vs. on-site staff. | Public trust for all. Jeff will need to anser badging timeliness |
| 61 | CLIN 003 | Core Hours | FAA regular/core business hours are 0600 – 1800 local time, Monday through Friday. | Confirm required service coverage hours for all functions (imaging, depot operations, shipping, remote deployment support). Are services strictly within core hours (0600-1800 local, M-F) or do any SLAs require extended/after-hours support? | core hours are 0600 -- 1800 local |
| 62 | CLIN 003 | Background | The FAA has transitioned to a user-driven model for provisioning end-user devices where deployment technicians support user-driven deployments remotely. | What proportion of deployments are remote user-driven versus on-site, and what success/rollback criteria should be applied for user-driven deployments? | 95% of deployments are handled remotely. A deployment technician talks the end user through setup and then connects to perform data copy, etc. |
| 63 | CLIN 003 | Background / LCAM goals | Alignment with Industry Standards... 20-30% per year. The FAA... is responsible for replacing 25%... | Are there any anticipated surges (e.g., major OS upgrades, program growth) or optional workloads that could significantly increase weekly deployment volumes beyond 240/week? | No anticipated surges, but there is a chance of unanticipated surgers. |
| 64 | CLIN 003 | Task Requirements | The Contractor must provide a qualified workforce to perform the tasks... The Contractor must provide the facilities needed to perform all work under this Task Order. | What training or knowledge transfer is expected during Transition-In and at Task Order start to assume tech refresh planning and depot operations without service disruption? | The PWS does not explicitly require specific training or knowledge transfer during the Transition-In phase, but it implies the necessity for a qualified workforce and effective task management from the start. To ensure operational readiness and continuity, the Contractor should proactively facilitate internal training and knowledge acquisition regarding FAA processes and tools. |
| 65 | CLIN 002 PWS – Integrated Service Center Contract – Service Center Support TO – PWS (FAA AIT) | 3.5; 3.5.1.3; 3.11 | Operate the Service Center 24x7x365… Serve as the SPOC… Ensure all contacts are documented in the FAA ITSM Platform… Generate regular incident management reports (volume and categorization trends). Reports must be configurable (daily, monthly…). | Provide 12–24 months of historical contact/ticket volumes by channel (phone, email, portal, chat), by priority/severity, and by Line of Business/location. | FY25 Data |
Incidents:
Phone Total: 286,953 Email Total: 38,212 Self-service Total: 19,366 Walk-in Total: 3,935 Chat Total: 1,958 Virtual Agent Total: 494 Total incidents = 350,918
Requests:
92,779 tickets
| 66 | CLIN 002 PWS – Integrated Service Center Contract – Service Center Support TO – PWS (FAA AIT) | 3.3; 3.5; 3.11; Exhibit B-003 | Meet the performance standards listed in Exhibit B-003… Achieve first-call resolution… Monitor… compliance with AQLs… Standardized report of actual performance against… AQLs. | What are the exact AQL/SLA targets (ASA, abandonment, FCR, resolution by priority, reopen rate) and breach rules per Exhibit B-003? | Please reference "Exhibit B-003" Performance Requirements Calculations for Price Adjustments document |
| 67 | CLIN 002 PWS – Integrated Service Center Contract – Service Center Support TO – PWS (FAA AIT) | 3.5.1.4; 3.5.1.2 | Provide… repair for all in-scope FAA end-user devices… There are ~3,000 MMAC users not currently supported but may fall within scope in the future. | What is the total in-scope end-user population by LOB and location and device inventory counts by type (laptop/desktop, mobile, peripherals)? | End user count = ~55,000 |
in use end user computer count = ~55,00 every user is issued a dockign station, keyboard, mouse and 2 monitors.
in use mobile devices = ~20,000 68 CLIN 002 PWS – Integrated Service Center Contract – Service Center Support TO – PWS (FAA AIT) 3.5.1.4 Provide support for Installs, Moves, Adds, and Changes (IMACs) for all in-scope devices. Provide monthly IMAC volumes and distribution by location/device type. 95% of end user devices installs are handled by the end-user.
There are an average of 250 new hires per month, distributed across the FAA's 900+ sites.
69 CLIN 002 PWS – Integrated Service Center Contract – Service Center Support TO – PWS (FAA AIT) 3.5.2 Supporting approximately 21 VIP+… Support approximately 60 Level 1 VIP… all contacts automatically categorized as Priority 1 – Critical… validate the list every 6 months. Confirm the current roster of VIP+ (~21) and Level 1 VIP (~60), expected changes, and historical monthly contacts per VIP (onsite vs remote). Location: Washington, DC Population in Scope: Approximately 61 VIP+ and Level 1 VIP Executives Expected Monthly Demand:
Incidents: ~60 tickets per month Service Requests: ~37 tickets per month Required Response Time: 5–10 minutes 70 CLIN 002 PWS – Integrated Service Center Contract – Service Center Support TO – PWS (FAA AIT) 3.5.1.5; Attachment B Technicians who are physically located at FAA facilities identified in Attachment B – FAA Sites Requiring Physical Location of Technicians. Provide Attachment B: full list of sites requiring onsite technicians, required coverage hours per site, and expected on-site FTE minimums. We currently have 31 locations requiring dispatch/onsite coverage within the following geographic areas:
Washington, DC Oklahoma City, OK Atlantic City, NJ Fort Worth, TX Des Moines, WA College Park, GA El Segundo, CA Des Plaines, IL Jamaica, NY Kansas City, MO Burlington, MA Honolulu, HI Anchorage, AK San Juan, PR Ronkonkoma, NY Indianapolis, IN Oberlin, OH Farmington, MN Leesburg, VA Miami, FL Houston, TX Longmont, CO Fremont, CA Albuquerque, NM Salt Lake City, UT Las Vegas, NV Orlando, FL Silver Spring, MD Phoenix, AZ Charlotte, NC Washington, DC
Arrival times 8AM - 5PM FY25 ticket volume: 13,698
| 71 | CLIN 002 PWS – Integrated Service Center Contract – Service Center Support TO – PWS (FAA AIT) | 3.5.1.5; Attachment A – PRS | Ensure Technical Dispatch services are delivered in accordance with… SLAs defined in Attachment A – Performance Requirements Summary (PRS). | What are the response SLAs for onsite dispatch by priority (time to site, time to restore)? | Please reference "Exhibit B-003" Performance Requirements Calculations for Price Adjustments document |
| 72 | CLIN 002 PWS – Integrated Service Center Contract – Service Center Support TO – PWS (FAA AIT) | 3.8; 3.8.2 | Provide support for the FAA Enterprise Support Platform, currently ServiceNow… including ITSM capabilities (See Exhibit C-017)… ensure the system is reliable, available, efficient, secure. | Describe current ServiceNow footprint: instances/environments, modules in scope, number of active users, and current version. | - instances/environments - (1) instance, (2) environments (MyIT, ANCIR) - NOTE: Both environments have a Prod / Test / Dev environment. |
- modules in scope - ITSM, SPM, Agile 2.0, CMDB, SAM, HAM, ITOM, NowAssist, PSDS
- number of active users - 1,282
- current version - Yokohama. Australia in Summer 2026 73 CLIN 002 PWS – Integrated Service Center Contract – Service Center Support TO – PWS (FAA AIT) 3.8.1–3.8.3 Manage the MyIT Service Catalog… design and maintain automated workflows… There are no restrictions on the quantity or type of items… Maintain a Service Definition Template. Provide catalog scale and complexity: number of catalog items, average request volume, number of active workflows, and automation coverage. - number of catalog items - 161 Active Catalog Items
- average request volume - average last 5 months: ~8,000/month
- number of active workflows - ~130 active workflows
- automation coverage - bots: YES, automation: YES, scripts: YES, data pulls: YES
| 74 | CLIN 002 PWS – Integrated Service Center Contract – Service Center Support TO – PWS (FAA AIT) | 3.8 (Agile); 3.8.1–3.8.3 | Capture, document, and deliver… using Agile… The Contractor shall provide Weekly Development and Weekly Deployment Reports. | What is the current backlog for platform changes and expected sprint cadence (config/customizations, catalog enhancements, Virtual Agent, knowledge integration)? | Current Backlog as of 3/10/26 is 60 STRYs. Sprints are conducted weekly with Wednesday releases. |
| 75 | CLIN 002 PWS – Integrated Service Center Contract – Service Center Support TO – PWS (FAA AIT) | 3.8.12 | Support the identification, remediation, and closure of all findings documented in the ATO POA&M… Track the status of all POA&M items… Monitor and report on progress. | Provide current ATO POA&M inventory (# of items, severity, due dates) and audit schedule for the platform. | - # of items - 16 |
- severity - Low/Medium
- due dates - differs
- audit schedule - annually
| 76 | CLIN 002 PWS – Integrated Service Center Contract – Service Center Support TO – PWS (FAA AIT) | 3.8.6–3.8.8 | Provide comprehensive platform security support documentation… SSP and SIA… documenting implemented security controls, control testing, and remediation efforts… Coordinate with federal stakeholders during security assessment and authorization. | SSP/SIA refresh cadence and scope (modules, controls), evidence requirements, and reviewers. | Annually or As Needed (SIA is updated based on config changes) |
| 77 | CLIN 002 PWS – Integrated Service Center Contract – Service Center Support TO – PWS (FAA AIT) | 3.5.1.2 | Maintain/update the phone system… on an independent (non-FAA) network… include ACD and IVR… Ability for FAA personnel to access the Contractor’s IVR system to monitor activities and run reports. | Confirm approved CCaaS/telephony vendors and any FedRAMP or specific compliance requirements. | Please referene PWS |
| 78 | CLIN 002 PWS – Integrated Service Center Contract – Service Center Support TO – PWS (FAA AIT) | 3.5.1.2 | IVR menu capabilities… Allow end users to immediately exit to a Service Desk agent… select the Call Back option… directly transfer to other Service Desks… provide FAA personnel up to five concurrent logins… access to playback recorded calls. | Provide required IVR menu tree, callback rules, transfer destinations (other Service Desks), and reporting access requirements (concurrent login changes), and call recording retention. | This information will be provided once the contract has been awarded. |
| 79 | CLIN 003 PWS | 3.3.2 | Section 3.3.2, requires the Contractor to perform large-scale device imaging using various imaging methods and notes that the FAA may opt to have imaging on some or all devices completed at the manufacturer facility in the future. To ensure our technical response aligns with the FAA's current environment, could the Government please specify the current tools and methods utilized for imaging (e.g., MECM, BigFix, Tanium)? Additionally, are there specific technology changes or migrations regarding these imaging tools anticipated during the period of performance? | AIF (Office of Infrastructure and Operations) provides an image file that is housed on a server in the Depot. The Depot puts a few hundred systems on the racks at a time. The FAA uses PXE boot to boot to the image file and install the image onto the laptops. Once the image file is installed, any additional configuration changes are made and GPOs applied. |
There may be a change in tools/methods for the imaging process at some point. AIF is testing Autopilot and we do use Tanium in the environment, so Tanium Advanced Provisioning may be looked at in the future.
| 80 | Please clarify if Service Center is also considered the Service Desk, or are these completely separate teams / services? | Service Center is the Division Name and the Service Desk is under the Service Center. |
| 81 | Service Provider recognizes that sections in “Section C Document.docx” are not in full alignment with the scopes outlined in all of the CLINs PWS files, please clarify which documents should we consider for the scope of this opportunity? | All documents should be considered. |
| 82 | Service Provider recognizes that the question responses that are due with the RFI response are for Service Desk, and ServiceNow. Can you please confirm if other scopes of work that are detailed in the other provided documents / CLINs are in-scope as well? (examples listed below that were observed in the documents) |
| a. | Service Desk Support Services? | |||
| b. | ServiceNow Platform Support Services? | |||
| c. | Service Center Support Services? | |||
| d. | Onsite/Executive / VIP Support? | |||
| e. | End User Support Services? | |||
| f. | Endpoint Management Services? | |||
| g. | Mobile Device Support Services? | |||
| h. | IT Asset Management / Lifecycle Management Support Services? | |||
| i. | Offsite Service Provider managed Depot Services? | |||
| j. | IT Customer Training Support Services? | |||
| k. | Enterprise Wireless Support Services? | |||
| l. | Infrastructure Security Services? | |||
| m. | Enterprise Operations Center Support Services? | All in scope. | ||
| 83 | Do you require any documents and information other than responses to the questions in the two Excel files for the RFI response? | No | ||
| 84 | Service Provider recognizes that the Service Center and the Service Desk are both listed as 24x7 operations. Can you please help clarify if these are separate teams, or are there resources shared between Service Center and Service Desk? | The Service Center is the Division name and the Service Desk is an entity under Service Center and are teams under the Service Center. | ||
| 85 | Over the span of the last 12 months, what is the frequency for initiating surge support at this Service Desk? | We have leverage surge support a few times this past fiscal year due to major projects being implemented and major outages. | ||
| 86 | Does Surge Support apply to onsite services as well? | It could depending on the situation. | ||
| 87 | Is the enterprise wireless scope (CLIN 004A) related to projects, or is this expected to be a regular monthly occurrence scoped as steady state support? | Steady State | ||
| 88 | Will the FAA be releasing a subsequent RFP for the scope of services? If so, please clarify: |
a. What scopes of services is the FAA intending to include in the RFP?
b. When is the expected release date of the RFP?
c. Will the Service Provider be expected to respond to all sections of the RFP, or can the Service Provider respond to specific scopes? The FAA anticipates releasing the RFP in FY28, Q1. The anticipated start date for the new contract is FY29, Q3. The service provider will be expected to respond to all sections of the RFP.
Response - all sections of SOW
| 89 | When is the expected start date for the “transition” of the services? | A transition period with the incumbent is anticipated to begin in FY29, Q3. |
| 90 | When is the expected start date for the “go-live” of the Services? | The anticipated start date for the new contract is FY29, Q3. |
| 91 | When multiple CLINs are active concurrently, which CLIN owns overall service accountability and SLA impact (e.g., Program Management vs. Service Center)? | Each CLIN is a separate task order with its own deliverables, metrics and SLAs, if applicable. |
| 92 | Are CLINs expected to be staffed independently, or is the FAA open to shared resources across CLINs where skillsets overlap (e.g., ServiceNow SMEs supporting CLIN 002 and CLIN 007)? | Expected to be staffed independently |
| 93 | Exhibit B‑003 defines significant per‑seat price reductions tied to performance metrics. Which metrics are considered “FAA‑controlled dependencies” (e.g., upstream system outages, third‑party vendor delays) and therefore eligible for exclusion or exception? | If the Contractor determines that its failure to meet a performance metric was due to circumstances beyond the Contractor’s control, the Contractor may request an exception to that performance metric for the specific period of time. The Contractor must submit the Metric Exception Report(s), along with all data and documentation that support the exception request as part of the invoice package. |
| 94 | The Service Center requires 24x7x365 coverage while Executive Support is defined as core business hours. Can the FAA confirm escalation expectations for VIP incidents occurring after core hours? | If Executive Support is required after hours, there is a call tree structure that the Executive Support resources must adhere to. The Service Desk leverage call tree to contact Executive Support during after hours. |
| 95 | Oneonone mentoring is identified as a new service: Is demand volume capped or variable, and how will surge demand be handled? | Anticipate the 1:1 mentoring to be lasting up to 60 minutes per a session during an 8 hour business day (so 8 total). However, these sessions could be less based on what is being mentored and the user questions. If that is the case then more mentoring could be done. So 8 hours of mentoring daily. |
| 96 | Who owns final approval of training content — COR, Product Owner, or Training Council — and what is the expected review SLA? | The training will be approved by the Product Owner and program manager. It can also be reviewed by FEDs in the division as required. |
| 97 | What is the expected duration and frequency for providing the “Remote One-on-One Mentoring Sessions”? | Anticipate the 1:1 mentoring to be lasting up to 60 minutes per a session during an 8 hour business day (so 8 total). However, these sessions could be less based on what is being mentored and the user questions. If that is the case then more mentoring could be done. So 8 hours of mentoring daily. |
| 98 | ServiceNow / ITSM Maturation (CLIN 007): Integrations with FAA systems are required. Will integration endpoints, data models, and security patterns be provided prior to task initiation? | Yes - However, this will be completed at time of task initiation. NOTE: As of today there are: |
Number of Active Jobs with data imports (16) Number of Integration Credentials (24) Number of OAUTH Security Connections (34)
| 99 | If data volumes, user counts, or asset quantities materially differ from those stated in Section C, will vendors be permitted to adjust assumptions postaward? | These possible scenarios will be handled on a case-by-case basis with the contracting officer. |
| 100 | Is the use of offshore/nearshore resources permitted for remote based roles? (example: service desk, training, documentation, reporting, etc..) | Vendor and resources must be U.S based due to security and access restrictions |
| 101 | Does the FAA expect any onsite roles with the Service Desk scope? | For Tier 1 (Service Desk) - no |
| 102 | Are any Security Clearance levels required for any onsite roles that are being considered in scope by the FAA? | Sensitive Unclassified Information |
| 103 | What tool is the FAA using for ITSM and SLA reporting and analytics today? | Currently we are using Performance Analytics. We will transition to Platform Analytics when we deploy the Australia version of ServiceNow in Summer of 2026 |
| 104 | Problem Management is listed as in-scope, please clarify if the Problem Management scope pertains to all towers / scopes of work, or only to the contracted scopes. (Example: only Service Desk). | Problem Mgt scope applies to all towers within the PWS. |
| 105 | What is required to become a vendor/services provider for the FAA? | An entity must be registered on SAM.gov to obtain a Unique Entity ID (UEI) and CAGE code |
| 106 | Can you provide Section C-Exhibits (1-25)? | The exhibits will be included in the RFP. |
File details come from the government source that posted it. Updated .