IT Staffing Source Sought Questions and Answers_12_12_24.pdf

QUESTIONS AND ANSWERS

IT STAFFING AND SUPPORT SERVICES- PSC336633

QUESTIONS DUE DATE:DECEMBER 02, 2024

RESPONSES: December 12, 2024

# QUESTION SECTION ANSWERS/RESPONSES

1 I wanted to reach out and see if the above opportunity still available to bid for ?

This is not an Information for Bid. This is a Small Business Sources Sought notice. This is NOT a solicitation for proposals, proposal abstracts, or quotations. The purpose of this notice is to obtain information regarding: (1) the availability and capability of qualified 8(a) small business sources.

The Sources Sought Final responses from Contractors due date is December 16, 2024.

2 "Since this procurement is currently in the RFI stage, we would like to confirm if this is a sole-source 8(a) contract."

8(a) Set-Aside, not Sole Source. if an Request for Proposal (RFP) is issued it will be competitive, the Government’s intent is to issue a single-award.

3 "Would you kindly confirm if this is an entirely new effort or is there an incumbent currently providing these services? If so, would you please provide the incumbent contract details?"

No, this is not an entirely new effort.

4 Would you please provide us with an approximate timeline for the RFP release?

The anticipated award date is Third Quarter fiscal year (FY)25, with a potential duration of five (5) years:

Base Period of twelve (12) months and four (4), twelve (12) month option periods.

5 "C.3.1 FOH IT System

Operations Requirements

1. Are there specific SLAs defined for the ""agreed levels of service"" mentioned in the requirement?

2. Will the government provide existing documentation for processes and disciplines already in place, or is the contractor expected to develop these from scratch?

C.3.1 FOH IT

System Operations Requirements

If solicited, it is the Government’s intent to have the contractor utilize standard industry practice for systems operations and maintenance, consistent with the Project Management Body of Knowledge (PMBOK), disciplined engineering practices, best practices and applicable standards..

The Government will provide the limited documentation that exists.

The contractor will be expected to develop new and improve existing processes and disciplines.

6 "C.3.2 Asset Management and Tracking

3. Will the government provide a historical inventory baseline for initial audits, or should the contractor perform the baseline audit as part of this task?"

C.3.2 Asset

Tracking

The Government will provide a historical inventory baseline.

7 "C.3.3 Software License Management

4. Does the government require integration of the centralized data repository for software licenses with existing FOH IT systems?

5. Is there a required frequency for reconciling license compliance records with operational usage?"

C.3.3 Software License Management

The contractor shall research and propose solutions, and support implementation, upon approval by the Government.

The contractor shall reconcile software licenses monthly or as directed by the COR.

8 "C.3.4

Telecommunications Systems Support

6. Are there specific telecom systems or hardware brands (e.g., VoIP providers) that contractors must support?"

C.3.4 Telecommunications Systems Support

The contractor shall coordinate with HHS/OCIO and third-party vendors, which are subject to change, for contracted services including reporting, repair, monitoring, improvement, purchase and replacement of telecommunication services and associated equipment.

9 C.3.5 Application Support

7. Will the government provide a ticketing system for tracking customer issues, or should the contractor propose one?

8. Is there a mandated escalation protocol for unresolved issues, or is the contractor responsible for establishing escalation procedures?

C.3.5 Application

Yes, it is the Government’s intent to provide a ticketing system for tracking customer issues.

The contractor will be expected to propose changes to operating procedures and processes to improve efficiencies, effectiveness, and the user experience, for approval by the Government.

10 "C.3.7 Database Services

9. Will the government specify the database design tools and platforms (e.g., Oracle, SQL Server) to be used, or does the contractor have discretion in proposing solutions?"

C.3.7 Database Services

The non-sensitive architecture and tools details are provided in Federal Occupational Health (FOH IT) Systems, Architecture and Configuration Overview draft document . The Government will disclose sensitive details post-award The contractor can propose tools. The government maintains the right to approve or disapprove.

11 "C.3.10 Data Request

Services

10. Are there specific response time benchmarks for fulfilling data requests, or will they vary by request type?"

C.3.10 Data Request Services

The response times for data request vary. See section C.3.10 Data Request Services.

12 "C.3.13 Cybersecurity Services

11. Does the government mandate any specific tools (e.g., Tenable, Splunk) for conducting vulnerability assessments and remediation?"

C.3.13 Cybersecurity Services

The Government does mandate specific tools for conducting vulnerability assessments and remediation, however, all tools must be approved by the Government.

13 "C.3.14 ServiceNow Implementation and Maintenance

12. Is the contractor responsible for licensing costs associated with ServiceNow, or will these be covered by the government?"

C.3.14 ServiceNow Implementation and Maintenance

It is the Government’s intent to provide ServiceNow licenses.

14 "C.3.17 Power Automate Development

13. Does the government require compliance with any specific API or integration standards for third-party applications?"

C.3.17 Power Automate Development

Specific Application Programming Interfaces (API) standards have not yet been identified. The contractor will be expected to coordinate with Department of Health and Human Services Office of Chief Information Officer (HHS/OCIO) and utilize standard industry practice disciplined engineering practices, best practices and applicable standards, as approved by the government.

15 "C.3.18 OneView

Salesforce

14. Does the government have specific Salesforce modules (e.g., Service Cloud, Sales Cloud) that the contractor must support?

15. Is the contractor expected to maintain existing Salesforce workflows, or should new implementations align with industry best practices?"

C.3.18 OneView Salesforce

The Government currently utilizes Salesforce Service Cloud for OneView.

The contractor will be expected to propose changes to improve efficiencies, effectiveness, and the user experience, for approval by the Government. The contractor will also be expected to coordinate with HHS/OCIO, utilize standard industry practice disciplined engineering practices, best practices and applicable standards, as approved by the government.

16 "C.3.19 SharePoint Design / Content Management

16. Does the government require the contractor to migrate any legacy data into the current SharePoint configuration?"

C.3.19 SharePoint Design / Content Management

The Government may require the contractor to migrate legacy data into the current SharePoint configuration.

17 "Could the agency clarify whether we are required to submit past performance questionnaires or CPARs along with our proposals?"

In the final responses: Please include the Customer name;

Customer’s Point of Contact email address;

Total Contract Value; Period of Performance; Brief description of services; Past Performance Questionnaires or Contractor Performance Assessment Reporting System (CPARS) reports if available.

18 "Unfortunately, the most of the source file names are too long and I am unable to unzip them.

Are you able to shorten the file names and resend them?"

There are no zipped files or zipped documents attached in this Sources Sought Notice.

19 "How should the vendor respond to the questions listed in the Excel document?

a. Should the vendor fill in the Excel document with their answers and send it along with the response package?

b. Should the vendor structure the responses in the Technical Appendix "

The vendor/contractor should fill in the excel document with their responses and submit it as a separate file with the final responses.

20 Is response to sections 4(a) and 4(b) counted towards the 20-page limit?

The technical appendix is determined by the Contractor.

There is no page limit for the Technical Appendix.

The Cover Letter, Tables of Contents, and Technical Appendix are not included in the page count.

21 What COTS/GOTS products are part of the scope of this opportunity?

FOH partners with vendors for PaaS and SaaS to execute our operational service.

Current platforms and services are included in the Existing FOH IT Systems, Architecture, and Configuration draft document. New services and platforms may be added in accordance with FOH operational requirements.

22 "What should be included as part of the Technical Appendix section of the response?

Is there a page limit for the Technical Appendix?"

The technical appendix is determined by the Contractor. There is no page limit for the Technical Appendix.

The Cover Letter, Tables of Contents, and Technical Appendix are not included in the page count.

23 "Excel Copy – Program Support Center - Federal Occupational Health (PSC-FOH) questions:

Since the SSN mentions that the response shall be limited to 20 double-spaced pages in total, we would like to confirm whether the responses to the questions in the Excel sheet will also be counted as part of the 20 pages, or if they will be considered outside the page limit. Kindly confirm."

The vendor/contractor should fill in the excel document with their responses and submit it as a separate file with the final response. The Excel Spreadsheet is outside of the 20 pages.

24 "Draft Statement of

Work (SOW) for Information Technology (IT) Staffing Services:

For task areas such as ""Asset Management & Tracking,"" ""Software License Management,"" and a few others, a full-fledged IT Service Management (ITSM) tool is required.

Could the Agency please confirm if the ITSM tool is available and whether it will be provided to us upon successful contracting?

Additionally, please provide details of the ITSM tool, including all available modules."

The Government currently uses IT Service Management tools ServiceNow and OneView, which is built on Sales Force Service Cloud, in limited capacities. The Government will provide the contractor with access.

25 "Draft Statement of

Work (SOW) for Information Technology (IT) Staffing Services:

Regarding the Task Area:

Application Support, it is mentioned that live application support is required. Can the Agency clarify whether this refers to deploying a helpdesk at the Contractor’s location or at the Agency’s specified location?

Also, please confirm if all tools and ancillary equipment to be used by helpdesk agents will be provided by the Agency. For example, the Agency has mentioned a KPI:

""Resolve greater than 85% of all inquiries within one (1) business day of the initial contact. "" To measure this KPI, the necessary tools will be required. Kindly confirm."

The Contractor shall provide application support at the Government’s location in Rockville, MD.

The Government will furnish equipment to support the contract.

26 "Draft Statement of

Work (SOW) for Information Technology (IT) Staffing Services:

For the tasks mentioned in Section C.3.11, Systems Administration, we would like to clarify whether any IT Operations Monitoring & Management (ITOM) tool will be provided by the Agency. Please also provide details of the ITOM tool currently in use.

Additionally, does the ITOM tool require integration with the ITSM tool? Will we be responsible for ITOM integration with ServiceNow ITSM in the future?"

The non-sensitive architecture and tools details are provided in FOH IT Systems, Architecture and Configuration Overview draft document . The Government will disclose sensitive details post-award The contractor can propose tools. The government maintains the right to approve or disapprove.

27 Submission Instructions, Page 3:

a. Are there specific formats or templates preferred for the Experience Information section, or should we adhere strictly to the provided description?

No

28 C.3.1 FOH IT System

Operations Requirements

a. Is there an existing framework for monitoring service delivery that the contractor should adhere to, or is the contractor expected to propose and implement a new one?

C.3.1 FOH IT System Operations Requirements

The contractor shall utilize standard industry practice for systems operations and maintenance, consistent with the Project Management Body of Knowledge (PMBOK), disciplined engineering practices, best practices and applicable standards.

The contractor will be expected to develop new and improve existing processes and disciplines.

29 C.3.2 Asset Management and Tracking

a. Can the agency elaborate on the type of IT assets involved and their approximate volumes (e.g., hardware, licenses)?

i. This may be answered in the systems architect and configuration doc

C.3.2 Asset

Tracking

FOH has approximately 800 users. The user count is subject to change. Refer FOH IT Systems, Architecture and Configuration Overview draft document for types of assets.

30 C.3.5 Application Support

a. Could the agency clarify if current call volume statistics (100- 165 calls weekly) include escalation cases, or are these solely first-level support inquiries?

C.3.5 Application

Escalation cases are included in the call volume statistics.

31 C.4.4 Risk Management

a. Can the agency confirm if there are pre-existing risk registries or management plans that the contractor will inherit, or must all processes be built from scratch?

C.4.4 Risk Management

The contractor will be expected to develop new as well as improve existing processes, management plans, and risk registries.

32 C.4.5 Data and

Document Management

a. Will the contractor be provided with access to historical project documentation, or should this be created anew during the project's lifecycle?

C.4.5 Data and Document Management

It is the Government’s intent to provide the contractor w with the limited project documentation that exists.

The contractor will be expected to develop new and update existing documentation.

33 We have significant experience working with private organizations. Although we do not have prior government contracting experience, as referenced in the content "(e) examples in the last 3 years of prior completed Government contracts, references, and other related information" on page 2 of the "Sources Sought RFI IT Staffing Support Services," we have recently been awarded multiple government projects in year 2024. Considering this, we kindly request your approval to allow us to bid on this Contract.

This is a Sources Sought for 8(a) vendors. Please respond accordingly if your organization can meet the criteria.