RFI 70RTAC25RFI00002 - 1-8-2025.docx

DHS Desktop Support Services 3.0 - Request for Information & Capabilities - 70RTAC25RFI00002 NOTE: THIS IS A REQUEST FOR INFORMATION (RFI) ONLY. This RFI is issued solely for information and market research planning purposes. This RFI shall not be construed as an obligation on the part of the Government. This is NOT a Request for Quotations or Proposals. Government may or may not issue a formal solicitation as a result of the responses received to this RFI. The Government will not pay for any response or demonstration expenses. All costs incurred responding to this RFI will be solely at the interested party's expense. Failure to respond to this RFI will not preclude participation in any future solicitation. Any information received will become the property of the Government and will not be returned to the submitter. Interested parties are responsible for adequately marking proprietary or sensitive information. The Government’s explicit intent, in this request for information, is to not receive from respondents any proprietary data, trade secrets, business sensitive information, or information considered CONFIDENTIAL under 18 U.S.C. §1905. The Government’s constraint does not in any way relieve contractors from their responsibility to properly mark proprietary data when it is provided, nor does it alleviate any requirement for the Government to protect marked data. The Government is not obligated to protect unmarked data. The information provided in this RFI is subject to change and is not binding on the Government. All submissions become the property of the Federal Government and will not be returned. Please respond to this RFI via email no later than 11:00am Eastern Time, January 30, 2025.

SUBMISSION INSTRUCTIONS

Interested parties are invited to address the questions pertaining to DSS 3.0 identified in this RFI. The total submission page count shall not exceed 10 pages (1-2 pages per question), Times New Roman, Font Size 11. Only one submission will be reviewed per vendor for this RFI. That submission can respond to one or more questions above. Only electronic submissions will be accepted. Each electronic submission shall include:

· In the body of the email, include a Point of Contact (POC), phone number and email address of the person to be contacted regarding any correspondence between the Government and the vendor. This person should be a primary contact and capable of addressing questions or issues associated with the submission in response to this RFI.

· Include a summary of email content, vendor name and firm’s mailing address.

· Business size (large or small) and socio-economic status (i.e. 8(a), small disadvantaged business, HUBZone small business, service-disabled veteran-owned small business, Women-Owned Small Business, etc.).

· The Responses to the RFQ questions should be submitted as an attachment (MS Word or PDF) to the email. The attachment name should be titled: “DHS DSS 3.0 RFI Response 70RTAC25RFI000002 [Vendor Name]”

All Emails in response to this RFI shall be entitled “DHS DSS 3.0 RFI Response 70RTAC25RFI000002 [Vendor Name]”. Emails should be submitted to the Contracting Officer, Gregory.Ruderman@hq.dhs.gov and Contract Specialist, Daniel.Rosenstengel@hq.dhs.gov

The Government reserves the right to hold one-on-one meetings as a result of responses received from this RFI as part of its market research. Meetings may be held with companies who provide comprehensive responses to the questions posed.

Marketing materials may also be submitted but are not the focus of this RFI.

Please review and respond to the following 5 questions. Limit your responses to 1-2 pages per question.

RFI Question 1:

Provide a detailed narrative of your direct experience as a prime contractor delivering comprehensive, enterprise-wide Information Technology support for a government organization, specifically demonstrating experience with DHS or similar federal agencies (as requested in the Statement of Work). We are seeking evidence of your capability to manage a highly complex IT infrastructure supporting approximately 18,000 user accounts, over 100 geographically dispersed work sites across the United States and its territories, more than 11,000 end-user workstations, in excess of 2,000 network devices, and approximately 300 multi-function devices.

Provide information on your company's expertise in handling sophisticated, large-scale technological infrastructures, emphasizing your approach to ensuring operational continuity, cybersecurity, and high-performance support.

RFI Question 2:

Provide a detailed narrative of your experience as a prime contractor leading a transition from a single-region IT support model to a comprehensive enterprise-wide strategy spanning the Contiguous United States (CONUS). Explain how your organization designed and implemented a support model that seamlessly integrates on-site, telework, field, and remote capabilities across multiple IT disciplines.

RFI Question 3:

Describe your company’s approach, as a prime contractor, to creating a single, streamlined point of entry for IT service management that eliminates organizational complexity for federal customers.

Elaborate on your operational coordination mechanism that enables a primary point of contact to efficiently triage, route, and resolve IT service requests across multiple internal contract teams and external vendor partnerships. Explain the specific communication protocols, escalation pathways, and collaborative tools your organization employes to ensure rapid, seamless resolution of technical issues without requiring direct intervention or navigation by federal stakeholders, demonstrating how your centralized management approach reduces administrative burden and accelerates problem resolution.

RFI Question 4:

Describe your experience as a prime contractor modernizing and maintaining a large enterprise IT service portal, including potential integration with other lines of business. Highlight how your expertise can enhance our IT Service Portal, IT4Me (in ServiceNow), ensuring it is modern, user-friendly, and intuitive.

Explain how your approach incorporates continuous customer feedback for improvements, enables quick access to tickets and services, streamlines request submissions and self-service, and provides comprehensive ticket updates without requiring users to contact the IT service desk. Share innovative strategies that support the ongoing evolution of IT processes through advanced digital workflows.

RFI Question 5:

Demonstrate your company’s strategic capability, as a prime contractor, in managing a comprehensive, multi-disciplinary IT services program by articulating how a unified approach drives technological innovation and operational excellence.

Provide substantive examples from previous engagements that illustrate how integrating diverse IT disciplines within a single program framework has enabled transformative outcomes, such as successful Artificial Intelligence (AI) integration, enhanced Customer Experience (CX) initiatives, or coordinated responses to significant technological disruptions like widespread security incidents (ex. Crowdstrike outage) or national emergencies (ex. COVID-19).

Discuss the specific organizational structures, cross-functional collaboration methods, and strategic planning approaches that allow your team to leverage interdisciplinary insights, drive continuous improvement, and create adaptive, resilient IT service ecosystems that anticipate and proactively address emerging technological challenges.