Request for Information(SPIDR training and helpdesk) (002).docx

REQUEST FOR INFORMATION (RFI)

Subject: Training Development and Helpdesk Support for the Scalable Portable Integrated Data Router (SPIDR) Program Issuance Date: 1 July 2025 Response Due Date: 29 July 2025

1.0 Introduction

AFLCMC/C3NA is issuing this Request for Information (RFI) to solicit information from qualified vendors regarding their capabilities and experience in developing comprehensive training programs and providing ongoing helpdesk support for the Scalable Portable Integrated Data Router (SPIDR) program. SPIDR software is an integral part of a common gateway system interfacing with multiple radios using various protocols. SPIDR provides an enterprise s/w solution for gateway systems, enables message translation/ exchange between the links and network participants, and includes a moving map display. The goal of this RFI is to gather information to inform our acquisition strategy for training and support services. This RFI is for informational purposes only and does not constitute a solicitation or commitment to award a contract.

2.0 Background

· SPIDR's Purpose and Functionality: SPIDR software is an integral part of a common gateway system interfacing with multiple radios using various protocols. SPIDR provides an enterprise s/w solution for gateway systems, enables message translation/ exchange between the links and network participants, and includes a moving map display.

· Current Status: SPIDR is currently deployed and fielded. SPIDR utilizes agile software development to ensure a yearly release cycle.

· User Base: USAF operators and system administrators that utilize tactical data links for mission accomplishment. General skillsets are typically beginner, basic, to competent, tactical data link knowledge of nomenclature and initiation procedures. There will be approximately 350 users world-wide with a training need of 70-100 personnel per year.

· Operating Environment: SPIDR may be used in an IT server rack, transit case in remote environment-controlled locations, and on aircraft.

· Technical Specifications (High-Level): SPIDR/WinTAK are applications written in C++/Rust/C# ran on Windows operating system.

· Security Considerations: The organization shall use data that does not exceed controlled unclassified when operating the SPIDR. The SPIDR and SPIDR-S shall be maintained in accordance with respective cybersecurity accreditations such as an Evaluated Products List (EPL) certification and an Authority to Operate (ATO). Trainers will ensure teaching material does not exceed the controlled unclassified level.

The organization will also only use unclassified data to conduct any testing needed to support help desk activities. Help desk reports should be handled in accordance with the SPIDR Security Classification Guide (SCG) to ensure spillages are avoided. The organization will use technology for help desk that is certified to handle up to controlled unclassified information.

3.0 Scope of Services

· Training Development:

· Target Audience: The target audience includes administrators, operators, and end-users from all sizes of units and with a large variance in mission scope.

· Training Objectives: The target audience should be able to competently use the SPIDR software to accomplish mission objectives.

· Training Modalities: We are interested in all examples provided: instructor-led training (ILT), virtual instructor-led training (VILT), online self-paced modules, simulations, on-the-job training (OJT) guides, and train-the-trainer programs.

· Curriculum Development: We are interested in all examples provided: SPIDR architecture, installation, configuration, operation, troubleshooting, security.

· Training Materials: We are interested in all examples provided: manuals, presentations, exercises, videos, and simulations.

· Training Updates and Maintenance: Training will be kept up to date by CSSA sending new SPIDR information to update the training.

· Helpdesk Support:

· Hours of Operation: Helpdesk support will be required 24 hours a day, 7 days a week, 365 days a year (24/7/365).

· Support Channels: Support channels required: phone, email, online chat, and ticketing system.

· Service Level Agreements (SLAs): Initial response within 1 hour, Report CAT I DRs within 24 hours of discovery. Report CAT II DRs within 3 days of discovery.

· Tiered Support: Yes, tiered support is required. Ideally there will be at least two tiers with the highest tier being the CSSA developers.

· Reporting: Quarterly ticket reviews and analysis.

· Problem Management: Reoccurring problems will be addressed in accordance with TO 00-35D-54.

4.0 Information Requested

· Company Profile: Provide a brief overview of your company, including your experience in developing and delivering training programs and providing helpdesk support.

· Relevant Experience: Describe your experience in providing similar services for similar programs or technologies. Include specific examples and references.

· Training Development Approach: Describe your approach to developing comprehensive training programs, including your methodology for needs assessment, curriculum design, and content development.

· Helpdesk Support Approach: Describe your approach to providing helpdesk support, including your staffing model, support processes, and technology infrastructure.

· Technical Expertise: Describe your technical expertise in the technologies relevant to SPIDR.

· Proposed Solution: Provide a high-level overview of your proposed solution for training development and helpdesk support for SPIDR.

· Pricing Information: Provide a rough order of magnitude (ROM) estimate for the cost of developing the training program and providing ongoing helpdesk support. (Clearly state that this is for informational purposes only and is not binding.)

· Staffing Plan: Provide a potential staffing plan for supporting the training and helpdesk requirements. Include job titles and a brief description of responsibilities.

· Tools and Technologies: Describe the tools and technologies you would use to develop the training and provide helpdesk support.

· Security Measures: Describe the security measures you would take to protect sensitive information.

· Innovation: Describe any innovative approaches or technologies you would bring to the SPIDR training and support program.

· Challenges and Risks: Identify any potential challenges or risks associated with providing these services, and how you would mitigate them.

5.0 Submission Instructions

Please submit your response electronically to abigail.browchuk@us.af.mil by the due date. Responses are limited to 10 pages.

6.0 Disclaimer

This RFI is issued solely for informational and planning purposes and does not constitute a solicitation. All information received in response to this RFI is intended to be used for market research purposes only. AFLCMC/C3NA will not be liable for any costs incurred by respondents in preparing and submitting information in response to this RFI. Responses to this RFI are not offers and cannot be accepted by AFLCMC/C3NA to form a binding contract. AFLCMC/C3NA reserves the right to use any information received in response to this RFI as it deems appropriate. No proprietary, classified, confidential, or sensitive information should be included in your response.

7.0 Questions

AFLCMC/C3NA Point of Contact:

Abigail Browchuk Contract Specialist Abigail.browchuk@us.af.mil 380-456-0369