RFI - Cloud Call Managment as a Service (CCMS) 07082026.docx

REQUEST FOR INFORMATION

DHS Call Management as a Service

Commercially Available Call Management as a Service THIS IS A REQUEST FOR INFORMATION (RFI) ONLY. This RFI is for planning purposes only and shall not be construed as an obligation on the part of the Government. This is NOT a Request for Quotations or Proposals. No solicitation document exists, and a formal solicitation may or may not be issued by the Government 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.

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.

Responses to this notice are not offers and cannot be accepted by the Government to form a binding contract. Those who respond to this RFI should not anticipate feedback concerning their submission. All submissions will become the property of the Government and will not be returned. Responding to the RFI is completely voluntary and will not enhance or adversely affect responses to any resulting solicitation if such solicitation is issued at a later date. There is no competitive advantage gained by any of the respondents to this RFI.

BACKGROUND

The current system is a customizable, call management and conferencing capability that supports the U.S. Department of Homeland Security (DHS), Office of Homeland Security Situational Awareness (OSA), National Operations Center (NOC). It is expected to operate 24/7/365 with 99.9% uptime.

The primary system is currently located at St. Elizabeths complex Washington DC, with backup sites at Nebraska Avenue Complex (NAC) Washington DC, and Mount Weather Bluemont Virginia.

In 2023 OSA began pursuing the research and development efforts for the migration for the backup sites to the cloud with the goal of reducing the system’s onsite equipment footprint and providing additional system redundancy resiliency.

PURPOSE OF THIS RFI

The U.S. Department of Homeland Security (DHS) is looking to provide a Cloud-based call management solution for an unclassified, telecommunications conferencing system with a minimum 300-caller capacity – with expansion abilities when needed - that leverages/integrates with existing DHS government furnished unclassified telecommunications conferencing equipment. This solution shall provide a flexible teleconferencing capability to host one very large “all-in-one” conference or multiple smaller simultaneous conferences. The solution shall also provide professional call center quality unclassified telecommunications and teleconferencing management fully compatible with the redundant Primary and Backup systems. The current on-premises call management solution (ECC) is a platform used to field all calls going into the National Operations Center (NOC), operated 24 hours a day, 7 days a week, 365 days a year (24/7/365) by a team of communications watch officers (CWO’s) in the NOC, providing world class communications in support of the DHS Secretary, DHS Deputy Secretary, and other DHS Senior Executives.

DHS is seeking information from vendors that will be able to provide the below services within the specified guidelines, policies, and regulations:

· Solution should be ready to deploy without the need for software development and should have a current GSA FEDRAMP Certification as the “High” level.

· Minimize the onsite footprint of hardware equipment and provide additional system redundancy/resiliency.

· Implement, install, test and evaluation of the CLOUD call management system.

· Ensure the government fully accepts the Cloud based call management system.

· Operations and Maintenance (O&M) support

· Ability to with work the incumbent vendor to transition to a cloud environment.

· Technical Support

· Develop and conduct operational training to new system users and refresher training to experienced users on a quarterly basis.

· Subject Matter Experts on completing the Federal Risk and Authorization management Program (FedRAMP) and DHS Authority to Operate (ATO) process. Current system rating is: Confidentiality: High; Integrity: High; Availability: High with an overall categorization of High.

· The solution shall be in alignment with DHS Enterprise Architecture guidelines and other applicable governance standards as stated in DHS MD 102-01-001.

· Telephone Security Group (TSG) Standard 2 issued by the National Telecommunications Security Working Group (NTSWG).

· Guidelines for Voice over Internet Protocol (VoIP) computer Telephony issued by the Committee on National Security Systems (CNSS).

· Security and privacy controls for Federal Information Systems and Organizations.

· All other applicable documents will be made available upon request and distributed to the vendor by the COR.

Additionally, the U.S. Department of Homeland Security, Office of Homeland Security Situational Awareness (OSA) is willing to hold industry days in a hybrid approach of on time on-site and virtual with respondents. Prior coordination will need to happen to get people on the campus, but OSA will work through that will the vendor(s).

RESPONSE

DHS appreciates responses from all capable and qualified sources. Responders are requested to describe in clear and concise language their company's capabilities to meet the requirements of this RFI. Be sure to state if your solution is FEDRAMP certified and listed within the FEDRAMP Marketplace as Authorized at the High Level.

1. General formatting shall be done using single-spaced 12-point font on letter sized (8.5 x 11) pages and submitted as an attachment to an email in pdf or Word format.

2. Each response shall contain a Cover Page identifying:

a) RFI Title - RFI-CCMS-ROOP-26-00004

b) Company Name, Mailing Address, and Unique Entity Identifier;

c) Business size (Large or Small), Socio-Economic Status (i.e., 8(a), small dis-advantaged business, HUBZone small business, service-disabled veteran-owned small business, Woman-Owned Small Business, etc.) and associated NAICS code under which the company conducts business

d) Any existing federal contract vehicles and/or schedule that the solution is currently being procured through and its related information that the company has in place that can be used by the federal government for ALL services requested. (i.e., GSA Schedule and SIN, NASA SEWP, etc.)

· NAICS Codes

· DUNS

· POC (COR is preferred)

e) Company overview

f) Description of the products or services a company provides

g) Statement and assurance about what the client can expect from your company

h) A list of former and/or current clients

i) Contact person telephone number, address, and e-mail address to inquire about services or products offered by your company

j) Copy of FEDRAMP Certification and access to all supporting FEDRAMP documentation

3. Please indicate whether your company has conducted business with DHS in the past for the same or similar type service? If so, please indicate with which components and please provide a detailed description of the services that were provided.

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 in particularly with vendors who provide comprehensive responses to the questions posed and completed HSAR Matrix.

The page limit for the response is twenty (20) pages excluding cover page and attachments. Only one submission will be reviewed per vendor for this RFI. Only electronic submissions will be accepted. Your response must be delivered via email to Ms. Crystal Lesesne, Contract Specialist, email: Crystal.Lesesne@hq.dhs.gov and Tiana Chandler, Contracting Officer, email: Tiana.Chandler@hq.dhs.gov by the response due date below.

Responses are due no later than July 13, 2026, at 11:00am. Eastern Time.

FUNCTIONAL REQUIREMENTS

HIGH LEVEL SYSTEM FUNCTIONALITY

· Create and manage multiple point-to-point or multiple multi-point voice communications

· Create and manage point-to-point multi-point video communications

· Centrally manage/operate teleconferencing

· Recording capability

· Capable of supporting up to 300 participants with the ability to increase as needed.

ROLE BASED ASSIGNABLE FUNCTIONALITY

For example:

· Administrator – Call Management as a Service Admin Team

· Organizer – Holds primary role for conference

· Presenter

· Participant

ACTIVITY LEVEL FUNCTIONALITY

· Ability to join multiple conferences in into one conference

· Ability to break one conference into multiple break-out rooms (A breakout room would fall under a conference then.)

· Move a breakout room from one conference to another or fully promote it to its own conference.

· Ability to create a conference and have automated email generated to NOC.CWO with conference details.

· Pre-program min 100 auto-dial buttons

· Incoming caller can be added to active conference.

· Ability to build conferences to include recurring conferences

· Customize conference codes

· Ability to force unique codes to select personnel

· Ability to have a designated group of personnel as managers of calls and conferences.

· Ability to color-code or text label conferences.

· Ability to mute or remove noisy participants remotely in the management of conferences.

· Ability to lookup contacts

DISPLAY AND NOTIFICATIONS

· Real-time display of current conference participants.

· Custom voice prompts

· Visual/audible alerts for incoming calls

· Notify people about scheduled conferences.

PHONEBOOK/CONTACTS

· Centralized phonebook (contacts)

· Ability to link the teleconferencing systems phonebook with the DHS Global Address List to pull up-to-date information (i.e., First Name, Last Name, Phone Numbers, Email Address, Organization)

SUPPORT

· System availability of 99.9%

· Replication of functionality and data that is geographically separate and dispersed

· Technical support 24/7/365

REPORTING

· Ability to run reports on metrics. i.e. Number of calls per day

· Data back-up capability for phonebook or recordings

· Customize queries and reports.