RFI DTSC v2.docx

REQUEST FOR INFORMATION (RFI)

FOR

UNITED STATES TRANSPORTATION COMMAND (USTRANSCOM)

DEFENSE PERSONAL PROPERTY PROGRAM (DPS) TECHNICAL SUPPORT CENTER (DTSC)

TRANSCOM24D002

1. RFI Overview

In 2024, USTRANSCOM plans to have a contract in place for technical and functional support, Tier 1 and/or Tier II helpdesk services for the Defense Personal Property System (DPS) applications, capability, and business functions. USTRANSCOM seeks a solution that includes DTSC Tier 1 call resolution, sustainment, and maintenance of the ticketing software (presently ServiceNow (SNOW)), DPS IT System support and DPS operational support. USTRANSCOM is seeking information about what solutions currently exist in the market and is interested in learning about what information industry may need to scope a logical roadmap to succeed.

This announcement constitutes an RFI for informational and planning purposes only. THIS IS NOT A REQUEST FOR PROPOSAL (RFP), nor is it to be construed as a commitment by the Government. No contract will be awarded as a result. Industry’s response to the RFI—or lack thereof—will have no impact on the evaluation of responses to any subsequent RFP or Request for Quote (RFQ) released. The information requested will be used within USTRANSCOM as market research to facilitate decision making (e.g., determining acquisition strategy, small business concerns) and will not be disclosed outside the Government.

Proprietary information submitted shall be appropriately marked. Do not submit confidential information in your response.

**Note** USTRANSCOM will NOT be responsible for any costs incurred by interested parties responding to this RFI.

1.1. RFI Contact(s)

We have designated the following individual(s) to serve as the official point(s) of contact (POCs) for this RFI. These individual(s) are the only authorized contact(s) permitted to communicate on behalf of USTRANSCOM about this RFI.

Contact information for RFI POC(s):

1.2. Submission Details

Please submit your response to this RFI via email to the RFI POC(s) identified in Section 1.1. and ensure it is received prior to the due date identified in Section 1.3. If you have any questions about this RFI, please direct them to the RFI POC(s) listed in Section 1.1.

Physical (paper) copies of RFI responses will not be accepted.

1.3. RFI Timeline

The RFI timeline is outlined below. Dates may be modified by USTRANSCOM and posted as an amendment to this RFI.

1.4. RFI One-on-One Information

SAVE THE DATE: Week of 22 January 2024 (estimated) - Industry One-on-One Sessions via MS TEAMS.

Please follow the instructions below to request a one-on-one session.

· Submit your RFI response, including a request for a one-on-one, no later than the response due date identified in Section 1.3.

· The first 20 RFI responses received including a request for a one-on-one will be allocated a 15-minute session with the requirements team.

2. Background Information

USTRANSCOM conducts globally integrated mobility operations, leads the broader Joint Deployment and Distribution Enterprise, and provides enabling capabilities in order to project and sustain the Joint Force in support of national objectives.

2.1. Scope of the Requirement

The purpose of this contract is to acquire specialized technical and functional support, Tier I and/or Tier II technical support services for the DPS applications, capability, and business functions. The following applications shall be supported (Appendix A provides a description of each application):

Support shall include DTSC Tier I call resolution, sustainment, and maintenance of the ticketing software (presently ServiceNow (SNOW)), DPS IT System support and DP3 operational support. All tasks shall be performed in accordance with (IAW) regulations and guidelines addressed in the PWS. A ticketing software (SNOW or equivalent) must be approved by the Government and will be reimbursed under the Other Direct Cost (ODC) CLIN. The ticketing software is required to create, track, escalate and de-escalate technical support issues. The ticketing software must also provide multiple reporting capabilities, as well as, providing the ability to manage all inbound and outbound technical service interactions with customers and the DTSC. The ticketing software must provide customer information to the Technical Support Representative (TSR) at the time of the call, the ability to search for known solutions and to bring technical support issues to a resolution quickly and efficiently.

This requirement includes gathering customer profile information including names, phone numbers, email, customer organization history, activities, requirements, past problems, and associated documentation for use in USTRANSCOM customer relationship management (CRM) strategy to provide Technical Support Representatives (TSR) an effective customer identity management approach. USTRANSCOM requires the use of an integrated call management solution, with automated call distribution, that directs customers to the appropriate TSR based on customer’s responses.

2.2. Place of Performance

The place of performance is at the contractor’s facility within CONUS.

2.3. Anticipated Award Timeline

The current contract expires 30 Sept 2024. A follow-on contract is anticipated to be awarded on or about 22 August 2024.

3. Information Requested

Parties interested in assisting USTRANSCOM with this market research are requested to submit the following information in the format outlined below. The response should be detailed (but no more than five (5) pages). Title pages and cover letter will not count against the page limit. Respondents are highly encouraged to submit a tailored response rather than a generic capability statement to ensure the requested information is provided.

3.1. Company Information

· Company Name

· Unique Entity ID

· CAGE Code

· Point of contact name, title, phone number, and email address

3.2. Business Size

The anticipated North American Industry Classification System (NAICS) for this effort is 541519, Other Computer Related Services. The Small Business Administration’s small business size standard for this NAICS is $30M. Based on this NAICS, identify your business size as a LARGE or SMALL business. If a small business, identify any of the following socio-economic categories that apply to your business under this NAICS: Historically Under-utilized Business Zones (known as “HUBZone”), Service-Disabled Veteran-Owned, Veteran-Owned, Small Disadvantaged Business, 8(a), Women-Owned, or Economically Disadvantaged Women-Owned.

3.3. Who We’re Looking For

USTRANSCOM highly encourages responses from capable businesses of all sizes, including large and small business concerns and all socioeconomic categories. However, it should be noted that small business set-aside opportunities are being considered for the NAICS identified in Section 3.2.

3.4. What We’re Looking For

Interested Parties are invited to provide information on the following subjects of interest, specifically describing your capabilities in successfully executing the following:

· Tier 1 Operations – Experience providing 24/7/365 days a year help desk support for software support or business processes for transportation/logistic programs/applications for DoD, Federal Government, or commercial sector.

· Tier 2 Operations – Experience providing 24/7/365 days a year advance system support to resolve tier 2 level systems issues.

Provide the following project or contract information for requirements deemed similar to this effort:

· A brief description of the project

· Contract number

· Period of performance

· Was your company a prime or subcontractor?

· Dollar value of the project

· Scope of the portion of the effort your company supported

If your company is a large business, specify whether you partnered or subcontracted with small business concerns to provide the same or similar services as this requirement.

If your company has no direct performance or experience with the above, explain how you will perform tasks utilizing experienced subcontractors through a proposed teaming arrangement or the hiring of qualified personnel.

3.5. Commercial Availability

Commercial Practices. Request responses to the following questions as they pertain to providing DTSC support.

· What types of contracts are normally used in the commercial marketplace for this type of service (e.g., single-award, multiple-award, firm-fixed price, cost reimbursement, labor hour, time-and-materials)?

· How does commercial industry typically structure the pricing for this type of work? How does Industry account for the need for flexibility to shift assets? Is firm-fixe price, cost-reimbursement, labor hour, time-and-materials utilized in the commercial marketplace?

· What contract length is normally used in the commercial marketplace for this type of service (e.g., base year plus four options)?

· What evaluation criteria are typical for use in selecting a contractor to provide this type of service?

· What ticketing tools/software has been utilized for similar services?

4. Other Important Information

Please list existing contract vehicles available for use in procuring this effort to include Federal Supply Schedules, GSA Governmentwide Acquisition Contracts, DoD Indefinite Delivery Indefinite Quantity contracts (known as “IDIQs”), or any other Government Agency contract vehicles. (This information on available contract vehicles is for market research only and does not preclude your company from responding to this notice.) Please list any existing contracts you have which could be used to procure this effort.

Provide any other suggestions or considerations to improve this procurement. Are there software advancements, industry developments, or innovative solutions to be considered?

Please feel free to provide questions and/or comments on the draft Performance Work Statement (attached), citing any information you feel may improve/innovate this requirement.

5. Conclusion

USTRANSCOM would like to thank you for taking the time to review this important RFI, and we look forward to reviewing your response.

SYDNEY HENDERSEN

Contract Specialist 618-817-9489 Sydney.m.hendersen.civ@mail.mil

KELLY HOKENESS

Contract Specialist 618-817-9452 kelly.l.hokeness.civ@mail.mil

MEGAN GONZALEZ

Contracting Officer 618-817-9457 megan.m.gonzalez4.civ@mail.ml

Attachment:

DRAFT Performance Work Statement