IT Service Desk Support_RFI.pdf

Request for Information (RFI)

IT Service Desk Support

Federal Bureau of Prisons

Background and Scope

The Federal Bureau of Prisons (BOP) is an agency of the Department of Justice (DOJ). It consists of 122 institutions throughout the United States, including Hawaii and Puerto Rico, 6 regional offices, a Central Office (headquarters), 2 staff training centers, and 22 Residential Reentry Management offices (previously known as community corrections offices).

The BOP is responsible for the custody and care of approximately 159,100 Federal offenders.

Approximately 91 percent of these inmates are confined in Bureau-operated facilities, while the balance is confined in community-based facilities, home confinement, and local jails. More information about the agency can be found on the BOP’s public site, www.bop.gov.

Purpose

The Federal Bureau of Prisons is issuing this Request for Information (RFI) to gather information about potential solutions for IT service desk support. Potential vendors should be familiar with Atlassian suite of products, providing service desk support functions, accurately identify and escalating support cases to the next support tier, perform scheduled routine backups of systems, monitor and appropriately respond to enterprise network outages. Customers should be able to communicate with the service desk via telephone, BOP provided incident submission solution, and BOP email. The BOP seeks experienced vendors providing support desk solutions using Atlassian suite of products, maintenance, and support. Furthermore, the BOP is interested in solutions that can integrate with the current BOP Jira helpdesk.

For this option, solution information should include details about Jira maintenance and support capabilities.

Vendors are encouraged to supply data that my help the Bureau understand costs for services. The Bureau’s Help Desk Queue receives approximately 2,500 help desk tickets per month with the need for 500 to be worked and closed by those staffing the Help Desk.

The BOP intends to use the information provided by responsive vendors to further refine their specifications for the eventual solicitation and acquisition of such helpdesk support and Atlassian maintenance and support.

Vendors are expected to answer the specific questions outlined in this RFI in detail, including workforce capacity, workforce standard and prior experience using Atlassian products. A response stating the vendor’s solution is compatible with the specified requirements will be considered non-responsive.

Vendors should submit a solution that addresses the functional, technical, and security requirements identified in the RFI. Compliance with specific DOJ IT security requirements will be a key consideration and those requirements are described in the various sections below.

http://www.bop.gov/

The BOP may schedule an onsite or remote demonstration, at BOP headquarters, of select systems for vendors to provide more detailed information and showcase system functionality. Web/virtual conferencing platforms such as Cisco WebEx, Citrix GoToMeeting, Microsoft Teams, or Adobe Connect may be utilized for remote demonstrations, accommodating at least ten (10) possible connections.

System Hardware and Performance Requirements Vendors must demonstrate their ability to meet technical and system performance requirements through documentation, current client references and/or system demonstrations. Solution information shall include compliance details for 508, TAA (Trade Agreements Act), FISMA (Federal Information Security Modernization Act), NIST (National Institute of Standards and Technology), FIPS (Federal Information Processing Standards), FedRAMP (Federal Risk and Authorization Management Program), PGD 15-03 (DOJ Procurement Guidance Document 15-03), and HSPD-12 (Homeland Security Presidential Directive 12).

Hardware Requirements

The vendor is expected to utilize the BOP’s Government Furnished Equipment and software solutions.

A. Network Security Specifications

1. None required for this request.

B. System Security Specifications

1. Maintain eight (8) virtual servers hosting Atlassian software.

C. Personnel Security Generally, any individual who desires to use, maintain, or develop a DOJ IT system:

♦ Must undergo an OPM Moderate-Risk Background Investigation (MBI). This requirement applies to anyone physically and directly accessing a networked device, or via remote access.

♦ Must be a US citizen.

Indicate whether the vendor can comply with the above personnel security requirements.

Functional Requirements

Description of the organizations service desk support services and Atlassian product support, including the following details:

1. Overview of all services provided.

2. Description of service desk Service Level Agreements (SLA’s) and the organization’s experience meeting the SLA

♦ Tier 1 (simple basic resolution at the first level of contact; examples include resetting passwords, logon issues, installing printer drivers, providing support for workstations, laptops and mobile devices).

3. Identification of any certifications held or required by the service desk staff.

4. Description of the service desks approach to incident management, user requests, problem and knowledge management.

5. Ability to provide 365-day service desk support 24X7.

6. Description of prior experience using Atlassian products.

Additional questions:

1. Does Vendor provide support for:

a. Training?

2. Do you have a solution in any law enforcement environment? If so, please indicate where and the purpose.

Additional Information

1. Is your company registered at SAM.gov?

2. What NAICS codes are listed under your registration?

5. What is your company’s business size standard?

6. Is your company qualified for any small business socio-economic program(s)?

7. If yes, what are they?

• The vendor should indicate if they have experience providing solutions to federal or government customers, adhering to federal IT standards, policies, processes, and mandates.

Lengthy or elaborate submissions are not desired, and promotional or sales-oriented offerings should be avoided. The Bureau of Prisons seeks a clear, concise, and demonstrable description of the entity’s solution, limited to 25 single-spaced pages, coupled with one or more attachments which may contain additional details or backup information.

The BOP is only interested in possible solutions that meet our requirements. The BOP does not fund technology research. All vendors with applicable technology (either a completely or partially compliant solution) are invited to submit detailed specifications. In addition to any equipment specification sheets, please provide detailed answers to the questions outlined herein.

Please be advised that providing a response to this RFI will not automatically include the vendor in the acquisition process should the BOP determine to continue to establish an acquisition plan.

If a vendor should have a question in advance of their submission, please email those questions no later than 12:00PM on Wednesday April 23, 2025 to asimmonds@bop.gov. All questions will be compiled, answered and reposted ahead of the close of the RFI.

Responses must be submitted to asimmonds@bop.gov by 05/02/2025 by 11:59 PM. Responses to this RFI shall be emailed in PDF format and contain “RFI-15BPCC25N00000015 FY25-CSAUS-RFI Service Desk Support” in the subject line. Emails shall be no larger than 10mb. Multiple emails may be sent but must be clearly labeled to indicate total number of emails.

mailto:asimmonds@bop.gov mailto:asimmonds@bop.gov

Additional Information