FBO_RFI-_TTS_Wide_SaaS_(Twilio_or_Similar).pdf

General Services Administration (GSA) Federal Acquisition Service (FAS)

Technology Transformation Services (TTS) 1800 F St NW | Washington, DC | 20405

TTS-Wide Software-as-a-Service (SaaS)

Request for Information

(RFI)

Posted Date June 25, 2019

Response Date June 28, 2019 @ 4:00PM EST

Location FBO.GOV

Classification Code

D -- Information Technology and Telecommunications

This is a request for information notice only. This is not a request for an offer or proposals. This notice does not represent a commitment by the government to issue a solicitation or award a contract. Information received will be used to determine the availability of technically capable and otherwise responsible firms that would be interested in submitting offers.

The release of this RFI should not be construed as such a commitment or as authorization to incur cost for which reimbursement would be required or sought. The information provided in the RFI is subject to change and is not binding on the government nor does it restrict the government as to the ultimate acquisition approach. Further, the government is not at this time seeking quotations and will not accept unsolicited proposals. Not responding to this RFI does not preclude participation in any future RFQ, if so issued. All submissions become government property and will not be returned.

1.0 Summary of Goal

The U.S. General Services Administration (GSA), Federal Acquisition Service (FAS), Technology Transformation Services (TTS) Division is conducting a market survey and is seeking qualified large or small business firms (including small disadvantaged businesses such as Certified HUBZone, 8(a), Service-Disabled Veteran-Owned Small Business, and Women-Owned Small Business, etc.) capable of providing TTS-Wide Software-as-a-Service to meet the government’s needs. The purpose of this RFI is to conduct market research on the availability and capability of sellers or authorized resellers offering software or other alternatives.

2.0 TTS Background

Technology Transformation Services (TTS), within the U.S. General Services Administration (GSA) builds and delivers digital services for clients within the federal government, including GSA. TTS applies modern methodologies and technologies to improve the public’s experience with government. We help agencies make their services more accessible, efficient, and effective with modern applications, platforms, processes, personnel, and software solutions.

3.0 Description and Objectives

TTS requires a message delivery service, an online mechanism via application program interface (API), to deliver a pre-generated one time passcode to users of a government platform on their mobile devices via text, voice or other means in a secure and reliable fashion. Alternative methods to allow the user to utilize a second factor that the vendor has available.

For example, Twilio is a messaging service that provides text message verification to users. For the purpose of market research, we are seeking vendors that can (1) provide Twilio or (2) provide a similar solution. Therefore, we are seeking input from the vendor community regarding available solutions/alternatives.

4.0 General Needs

Required

1. Message Delivery for Multi-factor Authentication (MFA)

2. Global Coverage Area

Desired

3. FedRamp Certification

4. Approved GSA Authority-to-Operate (ATO)

5.0 Detailed Needs

The following table includes contemplated requirements.

Anticipated Requirement

Short Messaging Service (SMS)

Ability to deliver SMS messages from long or short code(s) to U.S. phone numbers

Ability to deliver SMS messages to users of major U.S.

cellular providers

Ability to deliver SMS to users of major non-U.S.

cellular providers

Provide a receipt of delivery or non-delivery for each SMS message sent

Ability to acquire and reserve a dedicated set of long and/or short codes

Ability to effectively scale to deliver high volume of messages at web scale

Support for multi-channel delivery including but not limited to app push notification, delivery via third party applications

Support for Inbound messages to receive input or feedback from users to respond to short code messages

Voice Calls

Ability to deliver voice calls to U.S and Non-U.S phone numbers including both wireless and landline, using text to speech service

Ability to deliver voice calls to users of all major global telephony providers

Ability to provide text to speech in non-English languages

Provide a receipt of delivery or non-delivery for each voice message sent

Ability to greet callers, speak prompts or build confirmations into phone calls without any need to record the dialogue in advance, via Text to Speech capability

Reporting

Monthly reports on number of messages transferred via different modes, success and failure rates, summary demographics of message recipients and other relevant data points

Ability to export all reports and transactional logs in .CSV format

User Experience

Integration for all required services is done only via API. No requirement that a user is directed to an external URL outside of a .gov domain.

General

Ability to conform to local carrier policies, regulations, pooling of Shortcodes, long codes, and sender IDs for global carriers in order to ensure deliverability of messages to users outside U.S

Ability to provide detailed raw log information regarding system events, transactions, in a standard format (such as .CSV, pipe, line delimited) with standardized delivery to be determined mutually with the Government, ideally via an API

Notification of changes to the identity service component, such as changes to the capabilities, service workflows, the API, interface data specifications, and data sources

Allow for test credentials so the Government can conduct end to end live tests of its system, including the API, without charge

Conduct testing to include: systems integration, performance, security, and user acceptance

Support

Technical support post integration to troubleshoot, fix, and resolve any technical issues involving their service

Have the capability to distinguish errors at the country, telecommunication provider level and be able to test and reproduce errors at that level

6.0

Section removed.

7.0 NAICS Codes

The below NAICS codes are contemplated.

We anticipate that NAICS codes may include:

● 54 -- Professional, Scientific and Technical Services

● 541511 -- Custom Computer Programming Services

● 541519 - Other Computer Related Services

● 541519 - Information Technology Value Added Resellers

8.0 Contract Type

A Firm-Fixed-Price (FFP) contract type is contemplated.

9.0 Requested Information

Please provide a response to each question below:

1. Do you have a software that can meet our need or do you resell a product that can meet our need and, if so, what product do you resell?

2. Do you have global coverage? Include a list of geographic coverage areas.

3. Do you have FedRAMP authorization, comply with GSA IT’s Low-Impact SaaS

(LiSaaS) review, and/or other Authority to Operate (ATO) as may be required to comply with the Government’s security requirements? State which approvals you possess or if any are “in progress”.

4. Indicate (in the google form) “Yes” or “No” to each anticipated requirement as outlined in section 5.0 Detailed Needs.

5. Has your company provided this solution to any federal government customers?

If yes, please describe the customer and services provided.

6. Recommendations for changes for this requirement (such as NAICS, SIN, contract type, etc).

7. Provide additional information or feedback on other alternatives/software/overall solutions we should be aware of.

10.0 How to Respond

Interested vendors capable of meeting or exceeding the anticipated requirements stated above are encouraged to submit responses addressing the above questions in this Google Form: https://forms.gle/RbeCDVksM129Dtor8

Proprietary information, if any, should be minimized and MUST BE CLEARLY MARKED. To aid the government, please segregate proprietary information.

All responses shall be submitted via the referenced Google Form above no later than 4:00 PM EST on Friday, June 28, 2019.

11.0 Contact information

Please use “RFI Question-[company name]-SaaS TTS-Wide” in the email subject line.

Any questions concerning this Request for Information may be submitted via email directly to the Contracting Officer, Megan Reed, at megan.reed@gsa.gov.

https://forms.gle/RbeCDVksM129Dtor8 mailto:megan.reed@gsa.gov