RFI - Oregon Enterprise Managed Services - Endpoint and Help Desk.pdf

STATE OF OREGON

COVER PAGE

DEPARTMENT OF ADMINISTRATION

Request for Information

ENTERPRISE MANAGED SERVICES

ENDPOINT SUPPORT AND LEVEL 1 HELP DESK SERVICES

Due Date: January 9, 2026

Contact: Eva Chase

Address: 550 Airport Rd SE, Suite C City, State, Zip Salem, Oregon, 97301 E-mail: eva.chase@das.oregon.gov

TABLE OF CONTENTS

SECTION 1: GENERAL INFORMATION

1.1 INTRODUCTION AND PURPOSE

SECTION 2: BACKGROUND

SECTION 3: OVERVIEW OF REQUESTED INFORMATION

3.1 Endpoint Lifecycle Management

3.2 Supported Device Types

3.3 Security and Compliance

3.4 Level 1 Help Desk Services

3.5 Break-Fix and Onsite Support

3.6 Integration with Existing State Services

SECTION 4: PRICING STRUCTURE

SECTION 5: EXPERIENCE AND QUALIFICATIONS

5.1 Statement on Background Checks and U.S.-Based Work Requirements

SECTION 6: OPTIONAL INFORMATION AREAS

6.1 24x7x365 Support Availability

6.2 Performance Metrics and Service Levels

6.3 Reporting and Analytics

6.4 Innovation and Continuous Improvement

6.5 Optional and Value-Added Services

6.6 Contracting Flexibility

SECTION 7: RESPONSE FORMAT AND REQUIREMENTS

SECTION 8: TERMS AND CONDITIONS

SECTION 9: SUBMISSION INSTRUCTIONS

SECTION 1: GENERAL INFORMATION

1.1 INTRODUCTION AND PURPOSE

The Oregon Department of Administrative Services (DAS) issuing this Request for Information (RFI) to gather input from qualified Responders regarding enterprise-level endpoint support and Level 1 help desk services. This RFI is intended to inform the State’s understanding of market offerings and service delivery models that could support a standardized, scalable, and secure endpoint support solution for use by state agencies.

This inquiry is intended to gather insights from Responders with the capacity to support a diverse total user base ranging from approximately 100 up to 5,000 employees across multiple agencies. The envisioned service model would operate within a decentralized environment, allowing agencies to participate at their discretion. Responders are encouraged to share how their solutions can flexibly scale to meet varying agency needs while maintaining high service quality and operational consistency.

This RFI is not a solicitation or a commitment to procure services. No contract will be awarded as a result of this RFI. Responses will be used solely for planning and informational purposes.

SECTION 2: BACKGROUND

Oregon state agencies operate in a decentralized and geographically diverse environment, with varying levels of IT maturity and support capabilities. The State is exploring the feasibility of offering a shared, turnkey service that provides comprehensive endpoint lifecycle management and first-level help desk support. The goal is to ensure consistent service quality, improve endpoint security posture, and reduce the operational burden on individual agencies.

The envisioned service would be made available to agencies statewide and would need to accommodate standardized endpoint types, user volumes, and support needs.

SECTION 3: OVERVIEW OF REQUESTED INFORMATION

Responders are invited to share information about their capabilities in the following areas.

Responses should be descriptive and provide sufficient detail to allow the State to understand the breadth, depth, and flexibility of available services. While comprehensive responses are appreciated, the State also values partial submissions that offer insight into specific areas of expertise or service offerings.

3.1 Endpoint Lifecycle Management

Responders should describe their ability to support the full lifecycle of endpoint devices, including but not limited to:

• Initial provisioning and base imaging of desktops, laptops, notebooks, and mobile devices.

• Enrollment of devices into a centralized device management system (e.g., Microsoft Intune).

• Installation and configuration of endpoint protection software as prescribed by the State.

• Ongoing patch management and automated deployment of security updates.

• Decommissioning, secure data wiping, and environmentally responsible disposal of retired devices.

3.2 Supported Device Types

The service should be capable of supporting a variety of endpoint types, including:

• Windows based desktops, laptops, and notebooks.

• Mobile devices using the iOS operating system.

3.3 Security and Compliance

Responders should explain how their services ensure compliance with state-mandated security standards based on NIST 800-53 R5 ( https://www.oregon.gov/eis/cyber-security-services/Documents/eis-css-statewide-information-technology(IT)-control-standards.pdf).

This includes:

• Integration with endpoint detection and response (EDR) tools.

• Support for compliance reporting and audit readiness.

• Alignment with state cybersecurity policies and frameworks.

3.4 Level 1 Help Desk Services

The State is interested in a centralized help desk function that provides first-level support for non-application-related issues. This includes:

• Password resets, account lockouts, and basic troubleshooting.

• Support for connectivity issues, printing, and peripheral devices.

• Multichannel access (phone, email, chat, self-service portal) (M365).

• Integration with the State’s IT service management (ITSM) platform (e.g., Ivanti).

• Clearly defined service level expectations for response and resolution times.

3.5 Break-Fix and Onsite Support

Responders should describe their ability to provide troubleshooting and repair services, including:

https://www.oregon.gov/eis/cyber-security-services/Documents/eis-css-statewide-information-technology(IT)-control-standards.pdf https://www.oregon.gov/eis/cyber-security-services/Documents/eis-css-statewide-information-technology(IT)-control-standards.pdf

• Onsite support across urban, rural, and remote locations in Oregon.

• Logistics for spare parts and device replacement.

• Coordination with agency IT staff where applicable.

3.6 Integration with Existing State Services

The State currently provides a range of IT services through DAS as well as other contracted third-party service providers. Responders should indicate their ability to integrate or coordinate with the following service areas:

• Centralized service desk operations.

• M365 Email, Calendaring, and file storage systems.

SECTION 4: PRICING STRUCTURE

The State is exploring pricing models that are predictable, scalable, and aligned with agency budgets. Responders are encouraged to describe pricing structures based on a per-user model that includes tiered pricing to reflect economies of scale. Pricing information should:

• Identify what services are included in the base user rate.

• Describe how pricing adjusts based on user volume.

• Clarify any optional services and their associated costs.

• Indicate whether pricing is fixed, adjustable, or subject to periodic review.

Please note that this RFI is for informational purposes only, and any pricing information provided will be considered non-binding.

SECTION 5: EXPERIENCE AND QUALIFICATIONS

Respondents should provide a summary of their experience of delivering similar services, particularly in the public sector. This should include:

• A brief company overview and relevant service offerings.

• Experience supporting state or local government clients.

• Examples of supporting geographically dispersed organizations.

• References from at least three public sector clients with similar scope and scale.

5.1 Statement on Background Checks and U.S.-Based Work Requirements

Given the sensitive nature of the information that may be accessed through the provision of enterprise managed services, it is imperative that all Responder personnel would be required to undergo comprehensive background checks. Additionally, to maintain the highest standards of security and compliance, all work related to these services must be performed within the United States. This requirement is crucial to safeguard sensitive information and adhere to relevant regulatory and security standards.

SECTION 6: OPTIONAL INFORMATION AREAS

To support a more comprehensive understanding of market capabilities, Responders are encouraged—but not required—to provide information in the following areas:

6.1 24x7x365 Support Availability

Describe your ability to provide continuous support coverage, including after-hours, weekends, and holidays. Indicate whether this is standard or available as an add-on service.

6.2 Performance Metrics and Service Levels

Provide definitions and targets for key performance indicators (KPIs), such as:

• Average speed of answer (ASA)

• Abandonment rate

• First contact resolution rate

• Average handling time (AHT)

• SLA compliance rates

Explain how these metrics are tracked, reported, and used to drive service improvements. If available, include sample reports or dashboards that illustrate how performance data is communicated to clients. Responders should also describe any tools or platforms used to monitor and manage service levels in real time.

6.3 Reporting and Analytics

Describe the reporting capabilities available to clients, including:

• Frequency and format of standard performance reports (e.g., monthly, quarterly).

• Availability of real-time dashboards or self-service reporting portals.

• Custom reporting options tailored to agency-specific needs.

• Integration with state analytics or business intelligence platforms, if applicable.

• The State is particularly interested in understanding how reporting supports transparency, accountability, and continuous service improvement.

6.4 Innovation and Continuous Improvement

Responders are encouraged to share how they incorporate innovation into their service delivery. This may include:

• Use of automation, artificial intelligence (AI), or machine learning to improve efficiency.

• Self-service tools such as knowledge bases, chatbots, or guided troubleshooting.

• Proactive monitoring and predictive maintenance capabilities.

• Processes for gathering client feedback and implementing service enhancements.

• Examples of past innovations or continuous improvement initiatives with other clients are welcome.

6.5 Optional and Value-Added Services

Responders may also provide optional or value-added services that complement the core endpoint and help desk offerings. These services may be offered under various pricing models—such as fixed rate, hourly, or other structures—as their scope and scalability may vary and are not yet defined. These may include, but are not limited to:

• VIP or executive support tiers.

• Kiosk or shared device support models.

• Application support for non-enterprise or agency-specific tools.

• Development and maintenance of self-service knowledge bases.

• Device leasing or bundled hardware/software offerings.

• Clearly indicate whether these services are included in the base offering or available at additional cost.

6.6 Contracting Flexibility

While this RFI does not constitute a solicitation or commitment to contract, the State is interested in understanding the flexibility of Responders’ contracting models. Responder may describe:

• Availability of multi-year service agreements.

• Options for annual renewals or phased onboarding.

• Pricing stability over time and any escalation models.

• Service scalability to accommodate agency growth or consolidation.

SECTION 7: RESPONSE FORMAT AND REQUIREMENTS

To ensure consistency and ease of review, Responders are asked to organize their responses using the following structure:

• Cover Letter (optional)

• Company Overview and Relevant Experience

• Description of Core Services (Sections 3.1–3.6)

• Information on Pricing Structure (Section 4)

• Experience and Qualifications (Section 5)

• Responses to Optional Information Areas (Section 6)

• Appendices (e.g., sample reports, case studies, references)

Responses should be clear, concise, and free of promotional language. Supporting documentation may be included as appendices.

SECTION 8: TERMS AND CONDITIONS

• This RFI is issued solely for the purpose of gathering information and does not constitute a solicitation or offer to contract.

• The State of Oregon is under no obligation to proceed with a procurement or to enter into any agreement based on responses to this RFI.

• Respondents will not be compensated for any costs incurred in preparing or submitting a response.

• All responses will be treated as public records and may be subject to disclosure under Oregon’s public records laws, unless otherwise exempt.

• The State welcomes responses to any portions of this RFI that Responders are able to address, even if all requested areas cannot be covered, as all input will help inform our assessment.

SECTION 9: SUBMISSION INSTRUCTIONS

Responses must be submitted electronically in PDF format to the contact listed below:

Email: eva.chase@das.oregon.gov Subject Line: “RFI Response – EMS - Endpoint Support and Help Desk Services” Submission Deadline: January 9, 2026

Late submissions may not be reviewed. Respondents are encouraged to confirm receipt of their submission.