MCeLE Support Services RFI.pdf

Marine Corps e-Learning Ecosystem (MCeLE)

1.0 GENERAL INFORMATION

Document Type: Sources Sought / Request for Information (RFI)

Purpose: Seeking various support and development services for the MCeLE.

Program: MARINE CORPS DISTANCE LEARNING

NOTE: THIS IS NOT A SOLICITATION FOR PROPOSALS. THIS IS A REQUEST FOR

INFORMATION (RFI) ONLY. This RFI is for planning and informational purposes only and shall NOT be considered as a Request for Proposal (RFP) or as an obligation on the part of the

Government to acquire any products or services. The Government will NOT be responsible for any costs incurred in responding to this RFI or furnishing the requested information. No entitlement to payment of direct or indirect costs or charges by the Government will arise as a result of a contractor's submission of responses to this RFI or the Government's use of such information. The Government reserves the right to reject, in whole or in part, any contractor's input resulting from this RFI. No contract will be awarded from this announcement. The purpose of this RFI is to receive feedback from industry to support market research.

2.0 BACKGROUND / PROGRAM OVERVIEW

The Marine Corps Distance Learning (MCDL) is managed by the College of Distance Education and Training (CDET) which falls under Education Command (EDCOM). CDET is assisted by their Systems Command (SYSCOM) acquisition partners under the Manpower IT Systems

Modernization Office (MITSM), Program Executive Office Manpower, Logistics and Business

Systems (PEO MLB).

The e-Learning Ecosystem (eLE) is part of Training and Education Command’s (TECOM) Total

Learning Architecture (TLA) along with the Marine Corps Training and Information

Management System (MCTIMS) and M-Sharp. The eLE provides learning technologies across the Marine Corps for use by formal learning centers and support of unit training programs. The eLE is configured and managed through MITSM and Naval Information Warfare Center at

Webster Field, MD and is hosted on Amazon Gov Cloud and other services.

Training and Education 2030 (TE 2030) is the Marine Corps’ overarching blueprint for transforming its training and education system from an industrial-age, one-size-fits-all model into an outcomes-based, information-age learning enterprise. It acknowledges that the legacy system is not sufficient for the future operating environment and calls for learner-centric design, greater use of evidence-based instructional methods, and tighter alignment between schoolhouses and Fleet Marine Force requirements. The directive emphasizes problem solving, decision-making under uncertainty, and the deliberate development of instructors as a professional cadre central to making and developing high-caliber Marines.

Project Triumph sits inside that framework as the primary vehicle for modernizing the day-to-day experience of Marine learners. It is described as the first of the “Three Ts” (Triumph, Trident, Tripoli) and marks a paradigm shift toward outcomes-based, information-age learning, using personalized, self-paced and asynchronous approaches instead of heavy reliance on classroom lectures. Triumph focuses on building a robust digital learning ecosystem—cloud-based content libraries, mobile access, modernized classrooms, and expanded e-learning options—that allows Marines to access material when and where they need it, and to progress based on demonstrated competence rather than seat time. Together, TE 2030 and Project

Triumph are being implemented through multi-year experimentation and formal reporting, including a Training and Education Annual Report that tracks progress across entry-level and formal schools. Outcomes-based learning has been piloted in courses like the Infantry Marine

Course and others, validating that these methods can improve performance while better aligning with Force Design 2030 requirements. Recent descriptions of Triumph also highlight the incorporation of AI-enabled tools and data-driven analytics to tailor learning experiences and measure effectiveness at scale, reinforcing the Marine Corps’ shift toward a modern, adaptive training system designed for contested, multi-domain operations.

3.0 Operational and MCeLE Student Support Services

The CDET Student Support branch falls under the Operations Department and is headed by a

GS-13. Student Support is comprised of four sections (Registrar, Learning Support System

(LSS)/Help Desk, Unit Diary/Help Desk, and Tier 1 Help Desk). The Registrar section includes one GS-12 government employee Registrar and contractor Assistant Registrar (s). The

LSS/Help Desk section is comprised of contractors. The Unit Diary/Help Desk sections is comprised of one GS-12 government employee and contractor(s). The Tier 1 Help Desk section are contractors. Two of the three sections supporting help desk operations have separate, primary duties, LSS support or Unit Diary support. All three directly support the E-learning

Ecosystem (eLE) and CDET Student Support Section. Provide extended service hours for

Student Support Services 0700-2000 Monday-Thursday & Fridays 0700- 1700.

Learning System Support (LSS) Help Desk Support Services The contractor shall provide LSS/Help Desk services. The Government will provide appropriate .EDU, MOL, LSS (currently Moodle) and trouble ticketing software accounts and equipment. Personnel providing services under this section must be able to achieve and maintain a Tier 1 (public trust) level security clearance.

a) The contractor shall oversee and manage the day-to-day LSS/Help Desk section activities.

b) The contractor shall establish requested student, staff, Sponsor, instructor, and other user accounts for the LSS and E-learning Ecosystem programs.

c) The contractor shall answer help desk phone calls during established hours of operation.

d) The contractor shall respond to student and staff technical questions or policy queries regarding the PME or distance learning programs hosted on the LSS or E-learning

Ecosystem.

e) The contractor shall provide LSS support to the CDET regional campuses as needed.

f) The contractor shall provide tier I level troubleshooting for student issues relating to coursework in the LSS and E-learning Ecosystem.

g) The contractor shall provide tier II level troubleshooting for student issues relating to coursework in the LSS and E-learning Ecosystem, received from escalated trouble tickets.

h) The contractor shall submit and track student-related issues using the trouble ticket software.

i) The contractor shall resolve or escalate issues reported in the trouble ticketing system.

j) The contractor shall assist in the development of Help Desk tutorials and training tools to be used in the E-learning Ecosystem’s Help Center. This work will be done in coordination with the Registrar section.

k) The contractor shall resolve or direct student queries for assistance with waiver and equivalency requests to the Registrar section.

l) The contractor shall respond to questions generated from the CDET web site.

m) The contractor shall provide enrollment assistance placing students into appropriate LSS

(Seminar) course sites and/or E-learning Ecosystem courses as needed.

n) The contractor shall generate and e-mail temporary password and log in information supporting password reset requests.

o) The contractor shall provide help desk expertise to E-learning Ecosystem users.

p) The contractor shall provide tier I level testing support for courseware being developed for and hosted in the CDET E-Learning Ecosystem.

q) The contractor shall respond to student questions and queries regarding DEPs and E-learning

Ecosystem such as:

• Student enrollment requests.

• Disenrollment requests.

• Waiver requests.

• Equivalency requests.

• Grade change requests.

• Official Transcript requests.

• Diplomas.

r) The contractor shall assist in International student account creation in support of TECOM resident school onboarding The Basic School (TBS), Naval Postgraduate School (NPS), College of Enlisted Military Education (CEME), Command and Staff College (CSC), Expeditionary Warfare School (EWS), Marine Corps War College (MCWAR), School of

Advanced Warfare (SAW), and CDET Blended Seminars.

s) The contractor shall escalate trouble tickets received regarding student completion issues for CDET courses/curriculum in Marine Corps Total Force System (MCTFS), and/or Official Military Personnel File (OMPF) to the Unit Diary/Help Desk section.

Unit Diary Support Services The contractor shall provide Unit Diary (UD)/Help Desk services at Quantico, VA. The

Government will provide UD training (if required) and appropriate Marine Corps Enterprise

Network (MCEN), .EDU, Unit Diary Manpower Integrated Personnel System (UDMIPS) web services, Operational Data Store Enterprise (ODSE), Marine Corps Total Force System

(MCTFS), Official Military Personnel File (OMPF) cloud, trouble ticketing software, and E-learning Ecosystem accounts and equipment. Personnel providing services under this section must be able to achieve and maintain a Tier 3 (secret eligible) level security clearance.

a) The contractor shall construct the CDET Unit Diary using the UDMIPS web services application and electronically submit it for review.

b) The contractor shall generate, review, and correct erroneous entries identified on the monthly

UD transaction report from the UDMIPS.

c) The contractor shall scan and enter Certificate/Diploma documents directly to the student

Official Military Personnel File (OMPF).

d) The contractor shall correct erroneous PME entries into student OMPFs.

e) The contractor shall generate reports to track student progress and validate MarineNet transactions post to MCTFS properly using Operational Data Store Enterprise (ODSE).

f) The contractor shall manually submit MCU resident and CDET Blended diplomas into student

OMPFs upon graduation.

g) The contractor shall enter MCU Fellows graduate diplomas into OMPF upon graduation.

h) The contractor shall enter MCU resident Masters degrees into student OMPF.

i) The contractor shall verify and correct approved Continuing Education Unit (CEU) points and/or Reserve Retirement point issues via diary entry.

j) The contractor shall pull bulk PME, manpower, or ad hoc reports using ODSE to support

CDET initiatives as needed.

k) The contractor shall answer help desk phone calls during established hours of operation.

l) The contractor shall establish requested user accounts for the E-learning Ecosystem.

m) The contractor shall provide tier I level troubleshooting for student issues relating to courses in the E-learning Ecosystem.

n) The contractor shall provide tier II level trouble shooting for student issues related to courseware functionality and/or E-learning Ecosystem functionality received from users or escalated trouble tickets.

o) The contractor shall submit and track student related issues using the trouble ticket software.

p) The contractor shall escalate/redirect trouble tickets submitted related to LSS issues to the LSS/Help Desk section.

q) The contractor shall respond to inquiries generated through the CDET web site.

r) The contractor shall generate and e-mail temporary password and log in information supporting password reset requests.

s) The contractor shall respond to student questions and queries regarding DEPs and the E-learning Ecosystem such as:

1) Student enrollment requests.

2) Disenrollment requests.

3) Waiver requests.

4) Equivalency requests.

5) Grade change requests.

6) Official Transcript requests.

7) Diplomas.

8) Training Manager accounts.

t) The contractor shall assist in International student account creation in support of TECOM resident school onboarding (TBS, NPS, CEME, CSC, EWS, MCWAR, SAW), and CDET

Blended Seminars.

Assistant Registrar Support Services The contractor shall perform Student Support Services in Government provided space at

Quantico, VA to support CDET academics and MarineNet/E-learning Ecosystem Operations.

The Government will provide appropriate .EDU, Marine Online (MOL), and E-learning

Ecosystem accounts and equipment. Personnel providing services under this section must be able to achieve and maintain a Tier 1 (public trust) level security clearance.

a) The contractor shall provide support to the CDET Registrar as needed.

b) The contractor shall provide support to the CDET regional campuses as needed.

c) The contractor shall enroll non-DoD and International Military Students (IMS) in support of

MCU and CDET.

d) The contractor shall maintain a tracker for all IMS students receiving E-learning Ecosystem accounts.

e) The contractor shall process requests for disenrollment.

f) The contractor shall process approved waiver requests.

g) The contractor shall process approved grade equivalencies.

h) The contractor shall process enrollment requests and enrollment extension requests.

i) The contractor shall verify that students meet course enrollment prerequisites.

j) The contractor shall print, staff for signatures, and distribute Distinguished Graduate (DG) diplomas.

k) The contractor shall manage a diploma format registry for old and new formats as needed.

l) The contractor shall respond to college inquiries regarding CDET course accreditations for awarding college credit.

m) The contractor shall provide Official Transcript support to the Registrar as needed.

n) The contractor shall provide administrative support to the Quantico EWS and CSC

Blended Seminar Programs (BSP) as needed.

o) The contractor shall provide grade validation support to regional campuses and/or other school houses using the E-learning Ecosystem.

p) Contractor shall ensure CDET DG award percentages and grading scale policies are in compliance with MCU Academic regulations and enforced throughout the E-learning Ecosystem.

q) The contractor shall provide support to E-learning Ecosystem upgrade/improvement efforts in the form of identifying and commenting defects and improvements.

r) The contractor shall provide acceptance testing support for E-learning Ecosystem sprint cycles that impact Student Support or regional services/functionality.

s) The contractor shall assist help desk with tier II level troubleshooting for student issues identified in escalated trouble tickets.

t) The contractor shall assist in the development of Help Desk tutorials and training tools to be used in the E-learning Ecosystem’s Help Center. This work will be done in coordination with the Educational Technology Department.

u) The contractor shall provide administrative support for DPME and MCU graduation ceremonies.

Helpdesk Software Management Support Services/Diary Lead The contractor shall provide trouble ticket Software Management services at Quantico, VA.

The Government will provide appropriate accounts and equipment for the trouble ticketing software (currently JIRA), Marine Corps Enterprise Network (MCEN), .EDU, MOL, and E-learning Ecosystem software and equipment. Personnel providing services under this section must be able to achieve and maintain a Tier 3 (secret eligible) level security clearance.

a) The contractor shall oversee and manage the day-to-day UD/Help Desk activities.

b) The contractor shall track all Government Furnished Equipment (GFE) hardware assets assigned to Student Support personnel.

c) The contractor shall track all Student Support contract staff annual training requirement completions to ensure staff remains in compliance with requirements.

d) The contractor shall provide training to UD/Help Desk personnel.

e) The contractor shall provide tier I and tier II level troubleshooting for technical issues relating to trouble ticketing management software.

f) The contractor shall assist in answering help desk phone calls during established hours of operation.

g) The contractor shall provide tier I level and tier II level troubleshooting for student and staff issues relating to the E-learning Ecosystem.

h) The contractor shall provide staff training in the use of modules within the E-learning

Ecosystem.

i) The contractor shall ensure diary feedback reports in UDMIPS are worked and certified.

j) The contractor shall submit, track, and work on student related issues using the system for trouble ticket submission.

k) The contractor shall create, update, and track integrity violations to include Integrity

Command notifications to inform Commands of an Integrity incident.

l) The contractor shall create problem investigations for trending ecosystem course issues for

DCD review.

m) The contractor shall create change requests to document proposed fixes for any problem investigation.

n) The contractor shall update priority and weight ranges in problem investigations to determine impact/urgency values and prioritization.

o) The contractor shall create risk assessment questions in the system to weigh the risk level of E-learning Ecosystem course issue.

p) The contractor shall create Knowledge articles in the trouble ticket management system for frequent issues that require steps for resolution and update turnover as needed.

q) The contractor shall reset passwords as needed in the trouble ticket management system.

r) After creating the account, the contractor shall assign the account to the correct support -group and correct permissions in the trouble ticket management system.

s) The contactor shall create incident templates for any CDET section for frequently used templates.

t) The contractor shall create decision trees to aid in the creation of an incident ticket.

u) The contractor shall properly path each assignment script to the correct section for use in the trouble ticket management system.

v) The contractor shall add or remove email notifications to support groups of newly assigned incidents as needed.

w) The contractor shall update the broadcast system of new alerts as needed.

x) The contractor shall create Content Controller accounts as needed.

y) The contractor shall create trouble ticket reports on all help desk personnel to verify levels of activity/re-work of each help desk operator.

z) The contractor shall run reports to track the phone calls each help desk operator handles to include, but not limited to missed calls, handled calls, time on calls.

Help Desk Tier (1) Support Services The contractor shall provide tier I Help Desk services at Quantico, VA. The Government will provide appropriate accounts and equipment for the trouble ticketing software, .EDU, and E-learning Ecosystem software and equipment. Personnel providing services under this section must be able to achieve and maintain a Tier 1 (public trust) level security clearance.

a) The contractor shall provide tier I level troubleshooting for student issues relating to

Training or Education courses in the E-learning Ecosystem.

b) The contractor shall submit, track, and work on student related issues using the system for trouble ticket submission.

c) The contractor shall submit and track reported user-related system issues using the trouble ticketing software and escalating as needed.

d) The contractor shall respond to inquiries generated through the CDET website.

e) The contractor shall recommend to the Registrar section commonly reported issues for consideration for self-help tutorials to be developed to assist users and reduce phone calls and/or trouble ticket submissions.

f) The contractor shall answer help desk phone calls during established hours of operation.

g) The contractor shall provide password reset support to E-learning Ecosystem users.

h) The contractor shall respond to student questions and queries regarding DEPs and the E-learning Ecosystem requests such as:

• Student enrollment requests.

• Disenrollment requests.

• Waiver requests.

• Equivalency requests.

• Grade change requests.

• Official Transcript requests.

Modernization and Expansion As MCeLE continues to evolve and modernize and expand the contractor will need to provide recommendations to ensure support services evolve with the system to ensure Key Performance

Parameters (KPP’s) are met.

4.0 Educational Technology Support Services

The CDET Educational Technology Department is comprised of a Department Head (GS-14) government employee and three branches (Requirements, Capabilities Support, and Emerging

Technology). The Requirements branch includes one GS-13, one GS-12, and one GS-11/12 government employee and contractors. The Capabilities Support branch includes two GS-13, one GS-12, and three GS 11/12 government employees and contractors. The Emerging

Technology branch is comprised of an active-duty Marine Corps Captain or Major and one GS-

12 government employee and contractors. All three branches directly support the MarineNet eLearning Ecosystem.

Educational Technologist Support Services The contractor shall provide Educational Technology Services (ETS) to support

Government efforts on Quantico, VA.

a) The contractor shall provide technical expertise for using and managing the CDET LSS.

b) The contractor shall work with tier 1 support personnel and management to refine tier 1 technical support strategies.

c) The contractor shall coordinate with tier 1 support personnel

d) The contractor shall establish requested LSS course clones based on region requirements.

e) The contractor shall develop and deliver training materials (tutorials) on educational technology to instructors, course directors, RDs, chief instructors, staff of formal learning centers and unit training personnel by electronic methods.

f) The contractor shall recommend technical solutions to adapt course distribution and content delivery to diverse user populations and technical environments.

g) The contractor shall develop user interfaces, databases, technical procedure documentation, videos, documents, spreadsheets and audio files for instructional IAW DoDI 1322.26.

h) The contractor shall advise on course organization, database management, and design.

i) The contractor shall conduct research, analysis and recommend new system features.

j) The contractor shall coordinate with course developers to aid with technical aspects regarding development of courses within the LSS.

k) The contractor shall act as point of contact for managing technical issues such as bug fixes, upgrades, and routine maintenance downtime with the LSS.

l) The contractor shall convert assessments for electronic delivery via the LSS and government assessment tool.

Assistant eLE Development Support The contractor shall provide Assistant MarineNet Development services to reside in

Government provided space at Quantico, VA that support the Learning Management

System (LMS) and MarineNet Officers.

a) The contractor shall electronically track current MarineNet eLE issues and status via

Jira.

b) The contractor shall assist the MarineNet Officer and LMS Officer in identifying, writing, and tracking system requirements.

c) The contractor shall track and review JIRA/Confluence Ecosystem defects and updates pertaining to Government Acceptance Testing (GAT) and future Ecosystem releases.

d) The contractor shall review technical documentation and drawings and electronically provide comments.

e) The contractor shall inform the MarineNet Training Managers of any changes to

MarineNet to include functionality, updates to CDET policy and procedures, and new courses added to MarineNet.

f) The contractor shall review and assist with daily service support requests.

g) The contractor shall maintain the MarineNet eLE site through Adobe Experience

Manager.

h) The contractor shall provide operational expertise to CDET Student Support to ensure identification and resolution of issues relative to MarineNet eLE.

i) The contractor shall provide input for MarineNet eLE Standard Operating Procedures

(SOP).

j) The contractor shall review MarineNet eLE roles for personnel and ensure compliance with CDET policies.

k) The contractor shall coordinate with both internal and external entities to ensure the best possible learning environment for U.S. Marine Corps and sister services.

l) The contractor shall provide operational expertise to TECOM programs as requested.

Instructional System Designer Services

The contractor shall provide Instructional System Designer (ISD) services to reside in

Government provided space at Quantico, VA to support the MarineNet eLearning Ecosystem

(eLE).

a) The contractor shall provide ISD expertise to SMEs and course directors regarding the validity and technical performance for instructor-led, synchronous, and asynchronous delivery via the MarineNet eLE.

b) The contractor shall develop training materials, provide guidance, and lead live instruction/demos for assigned component(s) within the MarineNet eLE.

c) The contractor shall provide ISD expertise to Academics Officers and Course

Directors in conducting user testing.

d) The contractor shall maintain and safeguard electronic files, EOC exams, and associated answer keys.

e) The contractor shall review course content and assessments for electronic delivery via the LSS and government assessment tool.

f) The contractor shall electronically track current MarineNet eLE issues and status via the assigned application.

g) The contractor shall inform MarineNet eLE stakeholders of any changes to the

MarineNet eLE including functionality, updates to CDET policy and procedures, and new courses added to MarineNet.

h) The contractor shall review and assist with daily service support requests.

i) The contractor shall review MarineNet eLE stakeholder requests to ensure they comply with CDET policy.

j) The contractor shall provide operational expertise to TECOM programs as requested.

k) The contractor shall review, in tandem with Student Support, MarineNet eLE roles and ensure compliance with CDET policies.

Modernization and Expansion As modernization expands the contractor will need to provide options to expand on the Educational

Technology Support services listed above.

5.0 SUBMISSION RESPONSES / INSTRUCTIONS

Interested parties capable of performing the required services, in whole, or by teamed effort, are invited to submit a response to this notice. Partial solutions should not be submitted. The

Government is seeking the best methodology to procure the services below. Therefore, this RFI serves two purposes:

1) To identify existing Government contract vehicles for procurement and whether this requirement can be a small business set aside or full and open competition.

2) If the below can be met with responses from Small Businesses for this RFI.

Vendors interested in providing information in response to this notice are invited to provide the following information:

• Statement of capabilities addressing the Government’s potential requirement.

Information contained in the capability statement should be pertinent and specific to the

Government’s requirement and, at a minimum, address the following qualifications:

• Experience: An outline of previous work, with an emphasis on specific work previously performed or currently being performed which is similar to the requirement, to include customer contract number and POC information. For contract references provide relevance in terms of scope and complexity to work described in the RFI, the percentage of work done by the company associated with the reference, and whether it was done as a sub-contractor or prime;

• Personnel: Amount, availability, experience, and qualifications of current employees that can support the effort or the existence of and accessibility to potential employees (statements of intent are not needed).

• Facilities: Availability and description of facilities, including location, to support performance;

• Interest level: Include an affirmative statement you are a large or small business and interested in performing as a prime contractor. (This notice is not seeking to identify subcontractors or to match subcontractors with prime contractors).

Include any other specific and relevant information as it pertains to the particular services to enhance our understanding of your company’s capability to meet the requirement. Indicate if your company is capable of performing 100% of the requirements. If not, what percentage of requirements would need to be subcontracted?

Responses should be no greater-than 5MB (due to United States Marine Corp network limitations) and are requested not to exceed ten printed pages (excluding brochures, specification sheets, etc.) that are not larger than 8 ½" x 11" for each page. Responses must be readable in

Microsoft Office 365 and/or Adobe Reader. If available, the responses shall include existing

Government contract vehicle such as Seaport, DoD ESI, etc. In the response, please provide contract number and the method in which one can review the contract scope. Additionally, please provide your size standard (North American Industry Classification System code), identification of a 8(a) participant, CAGE, and/or UEI.

To respond to this notice, please provide the requested information via e-mail to: Cynthia

Matthews at cynthia.matthews@usmc.mil and Ausha Tate at ausha.mcgee@usmc.mil and no later than 27 February 2026. Please reference the title of the program in the subject line

“Marine Corps e-Learning Ecosystem (MCeLE)”.

mailto:cynthia.matthews@usmc.mil mailto:ausha.mcgee@usmc.mil