DHS-US Customs and Border Protection -Request for Information-SAP Ticketing-ABM.pdf

Request for Information For Department of Homeland Security Customs (DHS) Customs and Border Protection Office (CBP)

COTS-Support Request Ticketing System

REQUEST FOR INFORMATION- POTENTIAL 8(a) OPPORTUNITY

This is a Request for Information (RFI). As part of its market research, Department of Homeland Security U.S. Customs and Border Protection (CBP) is issuing this RFI to determine if there is a company with expertise, capabilities, and experience to successfully support a requirement to provide a Commercial Off-the-Shelf (COTS) solution for a user-friendly Support Request Ticketing System.

General Information Document Type: Special Notice Solicitation Number: Reference Number 033125 Classification Code: 7030-INFORMATION TECHNOLOGY SOFTWARE NAICS Code: 541519 – Other Computer Related Services

Contracting Office Address Department of Homeland Security, Customs and Border Protection, Washington, DC. C/O National Acquisition Center-Indianapolis, IN 46249

DESCRIPTION:

The Department of Homeland Security, Customs and Border Protection, is in the process of developing a requirement for a Commercial Off-the-Shelf (COTS) solution for a comprehensive, streamlined, and user-friendly Support Request Ticketing System to efficiently manage and resolve assistance requests related to SAP CBP Financial Solutions (CBPFS). In Fiscal Year (FY) 2024, the SAP CBPFS system processed 7,300 user support tickets for a user base of over 8,000 individuals within the SAP CBPFS community. Currently, the SAP Program uses IT Service Management (ITSM) to handle all SAP-related support requests (which are not IT service related).

However, this solution will be phased out after December 2027 as part of SAP’s broader strategy to introduce new technologies to their customers.

The ideal Support Request Ticketing System must be designed with a focus on transparency, ease of use, and efficiency. It should facilitate seamless ticket submission, tracking, and resolution, ensuring users can easily navigate the system. The solution must include robust capabilities for categorizing and prioritizing requests based on urgency, as well as providing clear escalation paths when necessary. Additionally, the system must support detailed reporting functionalities to allow for comprehensive management oversight, tracking of support levels, and continuous improvement in support processes. Ultimately, the system should enhance operational efficiency and user satisfaction, enabling the SAP CBPFS Program team to deliver high-quality, timely support to its extensive user base.

The Homeland Security team is interested in incorporating commercial and industry practices that support this type of procurement. To accomplish this, Homeland Security intends to make industry a partner in all facets of the acquisition process, specifically by providing existing market capabilities, strengths and weaknesses for the acquisition of this commodity. Responses to this RFI will allow the Homeland Security team to incorporate industry input into the initial stages of the program. Note: RFI responses will NOT be shared with other industry suppliers and will solely be used as part of the contract planning process.

Disclaimer:

The RFI is provided solely for the purposes of conducting market research in pursuant to FAR Parts 10. Accordingly, CBP reserves the right, in its sole discretion, to change, modify, amend, or revise the RFI, in whole or in part, and interested parties shall not rely on the RFI beyond the market research purpose for which it is intended. This RFI is issued for information and planning purposes only and does not itself constitute a Request for Proposal (RFP) nor does it restrict CBP as to the ultimate acquisition approach. Moreover, the RFI does not constitute a solicitation of any kind by CBP, nor is it to be construed as a commitment by CBP to issue a formal solicitation or award a contract. Again, RFI responses will not be shared with other industry service providers.

RESPONSE TO THIS RFI MUST:

• Not exceed two (2) pages.

• Include company’s point of contact, telephone number, and email address, and Size of your

Organization (i.e. Large Business, Small Business) using FSC Code 8470 and SIC Code 315999 as the basis for your response. In addition, identify whether your company is ISO certified and to what level. If your company is 8a Certified, please indicate that with your response.

• Be submitted in a Word format to CBP via electronic mail to antwanette.boone-murphy@cbp.dhs.gov no later than Friday, April 18, 2025, 5 PM ET.

CAPABILITY RESPONSE INSTRUCTIONS

A. TECHNICAL:

Provide specific capabilities, expertise, and experience.

1. Responses should identify your organization’s experience with and capability for providing solutions for a comprehensive, streamlined, and user-friendly Support Request Ticketing System. This data should be representative for any solutions you currently manufacture. This data should be provided in accordance with the matrix, which is listed as an attachment to this RFI. This data should include whether the vests are NIJ certified.

2. What is the pricing model for your solution?

3. Is your company on existing government contract vehicles, if so please provide?

4. Can your software be deployed on-premises or in the cloud? If Cloud Hosted, is it

FEDRAMP certified?

5. How does the solution distinguish and track individual support requests?

6. What attributes can staff use to log and record a support request? Example attributes could include name, email, phone number, date reported, etc.

7. Can users submit support requests and see the status of their support request directly into the solution via self-service?

8. Does the solution support Group Tickets?

Example: One ‘parent’ ticket to identify a systemic problem with numerous ‘children’ tickets (individual users) under the ‘parent’ ticket.

9. How are user and staff notified of a support request?

10. Can the solution support a tiered structure for support?

Example: Tier 1 (Standard Support), Tier 2 (Enhanced Support), Tier 3 (Advance Support)

11. How are support requests escalated and reassigned between different tiers?

What categorization options are available for support requests, including categories and subcategories?

Example: CAT1- House, CAT2-Apartment, CAT3- Studio.

12. What status options are available for tracking the progress of a support request?

Example: Open, Closed, Pending, Cancelled.

13. What prioritization options are available for support requests, including impact and urgency levels?

Example: Very High, High, Low.

14. How are support requests resolved and closed within the solution?

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15a. Can support requests be cancelled? Reopened?

15b. What time-based controls can be applied to support requests?

Example: 30-minute limit to answer initial support request.

15. Does your solution allow attachments to be included with Support Request?

16. How does the solution track and document all changes and responses associated with support requests?

17. To what extent can the solution be customized to meet CBP’s specific workflows, terminology, and business processes?

18. What robotic process automation (RPA) capabilities are available to reduce manual processing?

19. What third-party applications or software can be integrated with the solution? Example:

Microsoft Outlook.

20. What types of reporting and analytics capabilities does the solution offer for tracking support request trends, performance metrics, and service levels?

21. What training options are available for both end-users and administrators to ensure successful adoption of the solution?

22. Do you offer ongoing support services, including maintenance, updates, and troubleshooting?

23. What is your frequency of support stack releases and system rollouts?

Do you allow for Government Purchase Cards as a payment mechanism?

24. Responses should identify any current or potential future environmental, regulatory, or manufacturing concerns.

B. PRIOR EXPERIENCE:

Provide two (2) prior contracts performed in the last four (4) years supporting the areas listed above.

C. CONTACT INFORMATION:

The Point of Contact (POC) for this RFI is as follows:

Antwanette Boone-Murphy, Contract Specialist Customs and Border Protection-Washington, DC