OCIO_Service_Desk_Presolicitation_Synopsis_Final.docx

Presolicitation Notice – OCIO Service Desk Support.

The United States Department of Labor (DOL) Office of the Chief Information Officer (OCIO) is seeking a qualified contractor to provide an Information Technology (IT) Service Desk and related support services. The purpose of this notice under FAR 15.201 is to provide potential companies the maximum amount of time to develop proposals and to form teaming agreements if required. DOL is making this requirement a 100% Small Business Set-aside. The North American Industry Classification System (NAICS) code for this requirement is 541513, SBA size is $25.5M.

DOL intends to award a single award Indefinite Delivery Indefinite Quantity (IDIQ) contract. This contract will be awarded to a single prime Contractor for execution of all tasks resulting from this solicitation. DOL will define and purchase the required effort using a series of separate Firm Fixed Price (FFP) or Fixed Price Level of Effort (FPLE) Task Orders (TO). DOL will use performance-based contracting in execution of this contract.

The scope of required services includes:

· Contractor-provided Tier 1 Service Desk facility(ies) and associated infrastructure, along with a COOP solution for the facility(ies)

· Dedicated Tier 2 (hands-on) support at selected DOL offices

· IT and IT-related project support

· Program Management support for integration of multiple existing DOL help Desks into a single DOL-wide Service Desk

DOL is seeking a single Contractor with extensive experience in integrating multiple IT help desks into a single Service Desk support organization, managing customer support for a large nationwide User base, and performing large IT and IT-related projects. The Service Desk will initially support up to 12,000 DOL IT Users distributed across 14 separate locations throughout the United States, with additional future support that will include approximately 10,000 additional DOL IT Users. The OCIO Service Desk must have a positive, professional, and productive relationship with the other DOL technical and support teams and User community. The Service Desk contractor must have current experience in utilizing and innovating with automated support tools to provide timely and efficient resolution of problems and incidents, and related services required to meet or exceed DOL’s OCIO program objectives.

Program Objectives

By awarding the OCIO SD contract, DOL seeks to acquire contractor support to:

· Create and deliver seamless, reliable, and responsive IT support solutions which improve existing services to maintain a stable and secure environment, and

· Meet the functionality, speed, and service expectations of DOL Users while complying with DOL and Federal rules and regulations.

The specific objectives of the OCIO SD project and the associated acquisition are to:

· Satisfy DOL IT Users’ needs for secure, accessible and stable IT support (Tier 1 and Tier 2 support)

· Manage operations against established Service Level Agreements (SLAs)

· Consolidate multiple help desk operations into a single and effective OCIO SD

Goals of the OCIO SD

DOL strives to move beyond the traditional ticket management performed by other help desks by implementing a set of procedures, policies, technologies, and resources that provide comprehensive service management, operations, and reporting capabilities. The overarching goal of the OCIO SD is to become a one-stop source for initiating and resolving all Incidents, Service Requests (Request Fulfillment), and Problems across a wide range of IT products and services.

DOL's leadership has identified the following specific goals and high level requirements for the OCIO SD:

· Become the single point of contact for all IT Users reporting issues or requesting IT services

· Become the authoritative source of operational information about the status of DOL's systems and their performance

· Become the central authority for notifying Users about planned and unplanned down time or degradation in service

· Coordinate and manage the process of resolving Incidents, Service Requests, and Problems

· Coordinate and manage the Request Fulfillment process (fulfilling User's Service Requests)

· Maintain and expand library of standard repeatable processes (Standard Operating Procedures (SOPs)) for managing Incidents, Problems, and Service Requests

· Track Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), and escalate issues if they are not being addressed in a manner dictated by the applicable performance standards

· Provide or coordinate break-fix support for selected IT systems

· Provide on-site general IT support at various DOL locations

· Incorporate new access methods to SD services (text, mobile access, chat, etc.).

DOL has identified seven (7) critical factors that contractors must meet in order for their proposals to be considered for award. Any proposals that are received which do not demonstrate the ability of the contractor to meet all of these seven (7) factors at a minimum stated below, will be eliminated from consideration for award as part of the evaluation process.

Offer shall present their adherence to the following Critical Success Factors:

1. Offeror must demonstrate that the team proposed to meet Office of the Chief Information Officer Service Desk (OCIO SD) requirement is ISO 20000 certified prior to the submission date of their proposal.

2. Offeror must demonstrate their capabilities (in terms of staff and facilities) to provide dedicated Tier 2 support to at least 51% of DOL office locations below on day one of the contract with ability to provide staff at all locations below within 30 calendar days of a Task Order (TO) award. If Offeror cannot demonstrate availability to staff all locations listed below at the contract award, the Offeror shall present an approach to staff Tier 2 on-site requirements for all sites listed below:

Washington D.C. - National Office (staffing for this location is mandatory on day of first operational TO) Atlanta, GA Nashville, TN Boston, MA Chicago, IL Cleveland, OH Dallas, TX Denver/Lakewood, CO Jacksonville, FL Kansas City, KS Honolulu, HI Los Angeles, CA New York, NY Philadelphia, PA San Francisco, CA Seattle, WA

3. Offeror must demonstrate that they currently own or lease a facility that can host the OCIO SD Tier I contract staff. This facility does not have to be dedicated to the OCIO SD in its entirety. However, the Offeror must demonstrate an ability and approach to separate DOL support (in terms of LAN, data communication, and physical access) from other customers that the Offeror may be supporting at this facility. This facility has to be able to support initial operations of approximately 3,500 DOL Users and quickly expand to approximately 12,000 DOL IT Users and eventually expanding to support up to 22.000 DOL IT Users. Offeror-provided SD Tier 1 facility must be located in the lower 48 contiguous States (CONUS). Offeror must present a realistic approach and capability to meet the initial as well as anticipated future work load.

4. Offeror must demonstrate that they currently own or lease an automated call distribution system (ACD) and interactive voice response system (IVR) that will be used in support of the OCIO SD. The minimum required functionality includes: present IVR menu, route calls based on customer input (DTMF and voice/speech), route calls to logical (ACD) groups, track and report on a minimum set of inbound and outbound call statistics organized by 60-minute intervals (Call Volume, ACD Talk Time, ACD Hold Time, ACD Wrap-up Time, Average Time To Answer, Call Abandon Rate). Additional meaningful metrics may also be requested by DOL. Offeror must be able to accept and process Text Telephone (TTY)/Telephone Device for the Deaf (TDD) calls. Offeror must present an approach to quickly record emergency messages to announce known outages to callers.

5. Offeror must demonstrate an ability to continue operations in case the primary Tier 1 SD facility or the associated SD infrastructure becomes unavailable or experiences significant degradation in performance. Please see section C.15 – Service Desk Tier 1 COOP Requirements. Offeror must present a realistic approach and capability to meet the initial as well as anticipated future work load with the COOP solution. Presented COOP approach must be able to fully support up to 22,000 DOL Users with little or no degradation in service. COOP solution along with the associated personnel must be performed from facilities located within CONUS. Presented approach must accommodate short and long-term scenarios as described in section C.15.

6. Offeror must present one (1) past performance profile that shows experience in performing a project of similar size, scope and complexity to the OCIO SD requirement. To be similar in size, scope and complexity, the profile must show evidence of consolidating multiple help desks into one help desk/service desk operations that eventually supported no less than 10,000 Users and must include project support. The reference does not need to be restricted to experience with State and Federal Government agencies. This past performance profile must present work that was performed directly by the prime Offeror and/or partners. The past performance profile must be limited to the work performed within the last five (5) years.

7. All personnel performing the OCIO SD requirements must be US citizens or legal residents.

For each Critical Success Factor listed above, the Offers shall present evidence of their compliance with the stated requirement:

1. ISO 20000 – please present a copy of the certificate.

1. Geographical coverage – please discuss presence of personnel at the locations listed above, or an approach to having personnel available to support DOL at DOL offices within 30 days of task order award. For each DOL location listed above, the Offeror must demonstrate that 1) Offeror has physical presence in the area of the DOL office and have personnel that can be placed full time within the DOL office spaces, and/or 2) a realistic approach to hire, clear, and have dedicated and qualified staff ready to support DOL on-site at a DOL location within 30 days of notice from DOL.

1. Facility – please discuss the following items:

2. Availability of a leased or owned Service Desk Tier 1 facility

2. Facility’s capabilities to meet initial and future work-load (supporting 22,000 DOL Users)

2. Location of the proposed Tier 1 facility

2. Approach to separate the LAN and data communication used to support DOL from other customer’s data and network that may be supported from this facility

2. Approach to securing DOL physical infrastructures from rest of the building, including physical access control

1. Telecommunications – please discuss availability of call center functionality and its capabilities to meet initial and future workload. Please verify that the proposed ACD/IVR and associated reporting infrastructure is already in place and available for immediate use.

1. Alternate site – please discuss availability and approach to maintain operations in case of a partial or full loss of the primary OCIO SD Tier 1 facility, the facility’s infrastructure, or in the case of a degradation in performance. Please discuss:

4. Plans to relocate staff and location of the COOP/Alternate facility(ies).

4. Plans to re-route DOL-owned Service Desk toll free number

4. Approach for providing ACD/IVR functionality for the relocated staff

1. Past Performance – please show how the presented past performance profile maps to the full scope of services and support required by the OCIO SD, including:

5. Consolidation of two or more IT help desks into a common service desk environment

5. Operation of a large-scale (10,000 supported Users or more) IT service desk that includes Tier 1 (inbound call IT support for User issues with their IT systems) and Tier 2 (desk-side support of Users and their office automation equipment)

5. Expansion of service desk in terms of supported Users and services

5. Management and execution of IT and IT-related projects

5. Period of performance for the reference project

1. US citizenship requirements – Please present evidence to support the requirement.

Security Requirements and Authority to Operate

Third party vendors that are processing data on behalf of a Federal Department or Agency (D/A) must meet the same security requirements as the D/A. Therefore, DOL requires that the Contractor’s facilities and computer systems (LAN, data communication, and physical access used to support DOL) have and maintain an Authority to Operate (ATO). DOL requires that the Offeror has a current ATO issued by an agency of the US Government at the time of proposal submission. DOL will evaluate Offeror’s ATO claims using Federal standards contained in the National Institute of Standards and Technology (NIST) regulations 800-53.

DOL considers data categories associated with the OCIO SD requirement to be MEDIUM. The Contractor shall be fully responsible for maintaining ATO for solution supporting DOL. All work involving access to DOL network or its data has to be performed under provision of the ATO.

Industry Day Briefing

DOL will host an Industry Day for this OCIO Service Desk Support Services Solicitation on 27 February 2013 from 10:00 am to 11:00 am at the Department of Labor National Headquarters (Auditorium) at 200 Constitution Ave, NW, Washington DC 20210. The Visitors Entrance is located at the intersection of 3rd and C Streets.

Due to the limited space availability of the auditorium, we are requesting only those potential offerors and large businesses seeking to partner with potential offerors to attend. We are also limiting participants to only 2 personnel from each company to attend the briefing. For those companies that are only interested in being a possible subcontractor, we are asking you to wait until the solicitation is posted and be added to the interested parties list within FedBizOps. At that time, information will be made available to all possible vendors submitting a proposal. The acceptance of attendees will be on a first-come basis, so once we have received the maximum number of attendees we will no longer accept additional requests. To simplify the process of getting all the attendees into the building, we request that you provide the full name of each individual attending NLT Monday, 25 February 2013 to the following personnel via email:

All participants must be present at the Francis Perkins Building Visitors Entrance for check-in between 0930 and 0950 on 27 February 2013 with a Government-issued photo identification for admittance. Any personnel arriving after the start of the briefing will be turned away by security.

The format of the industry day briefing will be as follows:

1. Each company will be given the opportunity to submit a maximum of 5 questions with regard to the 7 critical success factors identified within this presolicitation notice. The questions must be submitted to the POCs identified within this notice by COB (1600) on 22 February 2013, to allow DOL to develop responses to your questions. DOL will only provide responses to questions during the briefing that pertain to Service Desk Support Services.

2. The Government will provide guidance on what are the expectations of providing a successful proposal.

3. At the end of the briefing (if time permits), vendors will be given an opportunity to ask questions based on the briefing responses provided from the questions submitted only. If additional questions are necessary, you will have the opportunity to submit those questions during the Q&A timeframe when the RFP is released.

DOL WILL NOT accept any company material or capability briefs during the Industry Day Invite.

Release of Solicitation

Anticipated posting of solicitation on FedBizOps is on or about 15 Mar 2013. This project is designated as “DOL OCIO Service Desk Support Services.”