IDIQ Questions.docx

1) DFC has a requirement to migrate our on-premise CIFS shares to our Office 365 tenant. Have you done this before and, if so, what was your approach to ensure a successful migration?

2) DFC has a requirement to support on-premise Cisco Call Manager calling services and would like to transition to a cloud-based VOIP system. Please describe you experience supporting Cisco Call Manager and the transitioning on-premise calling to Microsoft Teams or other cloud VOIP services.

3) DFC requires 99.999% uptime of systems and services. Please describe your experience developing and supporting these types of environments.

4) DFC requires complete and accurate documentation of all systems, data flows, diagrams and SOPs. Please describe how you would approach ensuring all areas of documentation are identified, reviewed and maintained to meet that goal.

5) DFC has a requirement to enable and enforce multi-factor MFA for elevated permissions for all administrator accounts. Please describe your experience enabling and enforicng that goal.

6) DFC has a requirement to maintain active, proactive monitoring of all systems and applications to ensure uptime and health 24x7x365. Please describe your experience with managing monitoring tools to ensure that all systems and key components are covered.

7) DFC has a requirement for customers to reach a live Service Desk agent Mon-Fri 7am-5pm EST. What is your approach to staffing this role while maintaining sufficent technical staff to address customer tickets, issues, and operational outages?

8) DFC has a requirement for customers to reach the Service Desk after normal business hours. What are the most effective ways to address these after hours user needs?

9) DFC has a requirement for elevated support for our Executive level team (response times). Please describe your experience customizing and focusing support for VIP groups in the Agency?

10) DFC has a requirement for staff to have sufficient technical skills and relevant certifications to current support systems. What is your approach to identifying, evaluating, and selecting technical resources to ensure the team is able to provide the expected level of technical expertise to DFC?

11) DFC has a requirement for staff to maintain knowledge of all current IT services and applications we support, as well as ability to adapt to additional/new technologies/solutions that may need to be supported as we mature our environment (and address new requirements from our users). Please describe your approach to ensuring the team is ready to meet the current and future technology needs of DFC.

12) Based on your experience with Agile product delivery, please describe the methodology that you would implement at DFC.

13) Describe your experience with creating, establishing, implementing and/or adhering to IT Governance Policies and Procedures.

14) Based on your review of the objectives of each pool, what NAICS codes would you recommend for best response from vendor community?

15) What labor categories would you recommend on each pool to verify that DFC is having a full list of estimate categories as we estimate our costs.

16) DFC requires an IT service provider that sets task and project milestones and deadlines and meets these targets on time and with expected quality. Please describe your experience meeting such requirements, and how would you accomplish this for DFC?

17) No single point of failure (skill/resource): DFC requires the ability to staff the contract with IT resources who provide primary and backup support for all identified technical areas (such as Windows Administrator, Linux Administrator, Service Desk Engineer, etc.). What is your strategy to staff the contract support team to ensure consistent, reliable service during core business hours, and on-call support after hours?

18) How would you address any needs to add additional contract staff due to growth of the DFC IT mission?

19) Please describe your approach to working with Government POCs on software license approval prior to purchase?

20) Please describe your approach to monitoring and tracking of number of software licenses in use, keeping a software license inventory up to date to determine number of licenses available, track and alert for software license renewals needed 90 days in advance of expiration, and assistance in forecasting software licences and quantities needed to accout for future trends (based on anticipated growth or contraction of mission need)?

21) DFC will be migrating several on-premise infrastructure, applications and mission services to a Government Cloud solution. What are your approaches to plan, test, implement, migrate and provide on-going operations and maintenance (O&M) for such items mograted to the Cloud?

22) Which Gov Cloud service providers do you have experience with, and/or recommend for services in the scope of DFC requirements?

23) What are your approaches to Risk identification and mitigation strategies in a Federal Government environment?

24) What is your approach to Knowledge Management (such as one where users can locate Self Help, and that Tiered Service Desk personnel can reference as they assist customers as necessary)?

25) What is your approach to ensuring all systems and applications have a well-defined lifecycle plan?

26) DFC strives to maintain a standard audio visual (A/V) solution and capabilities across all conference rooms we manage. Please describe your approach to ensuring these environments remain standard as they are installed, upgraded, and as components fail and/or need to be replaced.

27) Please describe your Service Desk support model for 700 users, ensuring adequate phone and desktop support for a hybrid workforce.