OAM25035 Questions for response.xlsx
XLSX spreadsheet 12 KB Posted
- Attached to
- USHR - Technology Alliance Program - H-TAP
- Solicitation number
- OAM25035I
- Issued by
-
United States House of Representatives
About this file
The document is a Questions and Answers (Q&A) spreadsheet for a Sources Sought notice (Solicitation Number: OAM25035I) by the United States House of Representatives for the Technology Alliance Program (H-TAP). The opportunity seeks 24x7 technical support contractors to augment the Office of IT Customer Solutions (ITCS) Directorate across three support tiers: Tier 1 (Service Desk), Tier 2 (Technical Support), and Tier 3 (Expert Support). Key requirements include supporting 16,000 users across 441 member offices in Washington, D.C., with monthly ticket volumes ranging from 22-2,000 incidents per tier and capabilities in configuring/troubleshooting Microsoft Office 365, various operating systems, mobile devices, and network infrastructure.
Contractors must demonstrate advanced technical skills, including PowerShell scripting, endpoint management, and proficiency with tools like Workspace One, BigFix, and BMC Helix. Work arrangements involve a hybrid model with 50-100% onsite presence, depending on the tier, and ability to scale support during congressional transitions. The opportunity is a full and open competition with no specific small business set-aside, though subcontracting opportunities exist. Interested vendors must submit a 5-page capability statement by March 17, 2025, at 2 PM EST, including company information, core capabilities, government contract experience, and a rough order of magnitude pricing. All contractors will be subject to criminal background checks and must be eligible to work in the U.S.
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Other files
| File | Type | Posted |
|---|---|---|
| IT Customer Solutions (ITCS) Sources Sought.pdf | ||
| IT Customer Solutions (ITCS) Sources Sought.pdf |
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Text version
Sheet1
| OAM25035I Vendor Submitted Questions | |||
| Number | Reference | Question | Response |
| 1 | Does the House anticipate restricting this opportunity to small businesses (e.g., 8(a), WOSB, SDVOSB), or will this be a full and open competition? | There will not be a set-aside for small business, however subcontracting opportunities may be available. | |
| 2 | Will Tier 2 and 3 support include responsibilities beyond troubleshooting, such as automation, scripting (PowerShell, Python), or proactive IT modernization initiatives? | Tier 3 uses PowerShell: automation of imaging on MDT server; custom reports. | |
| 3 | What remote support and endpoint management tools are currently in use for IT support (e.g., Intune, AirWatch, Workspace ONE, ServiceNow, Remedy)? |
Would the contractor be responsible for recommending or implementing upgrades? Workspace One, BigFix, Apple Business Manager, Microsoft Deployment Tool, Micorosft Defender (endpoint security); looking to move to Jamf and Intune. We use BMC Helix for ticketing.
Tier 3 would be responsible for collaborating on implementing upgrades of this tooling.
| 4 | What specific systems and tools will be government-furnished equipment (GFE), including ticketing systems, phone systems, knowledge bases, and remote support tools? | BMC Helix; M365 (Sharepoint, Exchange/Outlook, Teams, OneDrive); mobile phone; computer. |
| 5 | Is there a current incumbent providing these services? If so, are there any lessons learned or areas for improvement that the House wants to address in this new procurement? | This will be considered a new requirement as the scope has changed, no information on the current incumbents will be provided. |
| 6 | How many personnel are currently assigned at each support level? | see item 9 below |
| 7 | What is the estimated number of users and devices requiring support? | 16,000 |
| 8 | What is the average volume of tickets per month/week? | Monthly ticket volume-- |
Tier 1 - 2000 Incidents Tier 2 - 2000 Incidents Tier 3 - 22 Incidents; 25 tasks 9 How many staff members are currently on the existing ITCS team that contractors will be working alongside? Tier 1- 10 -15 Tier 2- 20-30 Tier 3- 12-15 10 What are the expected response and resolution times for different ticket tiers? Tier 1 - first contact (1 hour) Tier 2 - 1-3 days, depending on ticket type Tier 3 - up to 5 days 11 What is the anticipated split between onsite and remote work for each tier level? Tier 1- 50% onsite, 50% remote Tier 2- 100% onsite Tier 3- 50% onsite, 50% remote
| 12 | What factors are used to determine onsite vs. remote work? | Work demands. |
| 13 | Are performance metrics and SLAs already established? If so, can they be provided? | industry standard |
| 14 | What is the average ticket volume during surge periods? | Monthly ticket volume-- surges Jan, Feb, May |
Tier 1 -3500 Incidents Tier 2 - 5000 Incidents Tier 3 -45 Incidents; 50 tasks
| 15 | The RFI mentions travel outside of Washington, D.C.—can you specify the locations or radius? Will a dedicated travel CLIN be included? | No travel payment will be included. Vendor should have subcontractors within 50 miles of service area (eg, district offices). |
| 16 | The requirement states, “Tier 2 contractors should be able to support up to six offices.” Are these physical locations? If so, are they geographically dispersed or co-located? How many offices will require support? | These offices are all located within the House of Representatives campus in Washington, D.C. There are 441 member offices. |
| 17 | Are there any specific user groups with unique support needs? | n/a |
| 18 | For events like Congressional transitions, does the House have specific staffing scale-up expectations (e.g., percentage increase, required timeframe), and will the contractor be expected to provide temporary surge teams nationwide? | Scale up in the Spring for bi-annual transition. Percentage increases varies. |
| 19 | What systems and tools will the contractor be responsible for supplying and implementing? | None |
| 20 | Will self-service support materials & training be included as part of this work? | Self-service support materials are available. Contractors will be expected to know how to perform the technical functions of the job and will receive training on how to provide support within the House model. |
| 21 | What are the protocols for handling sensitive information or incidents? | All contractors will be subject to an NDA. |
File details come from the government source that posted it. Updated .