2023.10.19 E2E SMC RFI Q&A.pdf
PDF 417 KB Posted
- Attached to
- End to End Systems Management Center (E2E SMC)
- Solicitation number
- TRANSCOM24D001
About this file
This document contains answers to questions from a Request for Information (RFI) regarding solicitation number TRANSCOM24D001 for End to End Systems Management Center (E2E SMC) services. The current incumbent provides these services under contract number HTC71121FD084. The services include ServiceNow operations and maintenance support for 17 applications, as well as Service Desk and Application Liaison functions. The RFI responses clarify that the place of performance will be fully remote, Five9 is the current telephone software, and Tier 3 support is not required. Staffing levels for Application Liaisons and other functions will be based on each offeror's unique approach.
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Other files
| File | Type | Posted |
|---|---|---|
| 2025.09.04 E2E SAM.gov Update.pdf | ||
| 2023.10.03 E2E_SMC RFI.pdf | ||
| 2023.10.03 E2E SMC PWS.pdf |
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Text version
Number Question Answer
Would the government please provide the name and contract number for the current incumbent? HTC71121FD084; G2IS
Is this RFI part of an existing contract or this is a new requirement? If this is existing contract, could you provide the details about the incumbent.
This is an existing requirement. The current contract number is HTC71121FD084
The instructions state the Place of Performance may be operated fully remote or at a contractor?s facility located within a 15-mile radius of Scott AFB, IL. This seems to be contradictory. If performance can be operated "fully remote" why is there an alternative to operate within a 15-mile radius of Scott AFB, IL?
The PWS has been revised to remove the 15-mile radius alternative.
The Draft PWS states, “Place of Performance: May be operated fully remote or at a contractor’s facility located within a 15 miles radius of Scott AFB IL. Call center support shall be 24 hours/7 days a week/365 days a year.”
Could the Government please clarify if they want the Service Desk fully remote or at a contractor’s facility located within a 15 miles radius of Scott AFB IL?
The PWS has been revised to remove the 15-mile radius alternative.
Is there a preferred contract vehicle for the Government to procure this effort?
The contract vehicle is selected based on RFI responses and market research.
Can the Offerors submit an RFI response as part of separate teaming arrangements? Yes
7 Are we allowed to send our capabilities as part of a Joint Venture? Yes
Does the ServiceNow support requirement encompass both DME (Development, Modernization, Enhancement) and O&M (Operations & Maintenance) support? Yes
Could you please provide details on which applications of ServiceNow are currently deployed in the ServiceNow environment for this project?
ITSM is the only application currently deployed in the ServiceNow environment
The acronym SRC is not defined within the RFI. Please confirm this is in reference to the Systems Response Center.
Confirmed. SRC refers to System Response Center
The second paragraph makes reference to both Tier 2/3 personnel.
Please confirm that Tier 3 is not a current part of this requirement.
Confirmed. Tier 3 is not a current part of this requirement.
What is the limit on the number of applications that can be assigned to a Application Liaison (i.e. 1 each, several each, all applications)?
Application Liaison services will be required for all (currently 17) programs. Level of effort information will not be provided. Staffing is based on the offeror's unique approach.
The instructions state: "The contract will require an appointed Application Liaison to coordinate with the COR and Area Manager for each program" There are over 17 applications listed in the PWS. How many current Application Liaisons are there currently?
Current level of effort information will not be provided. Staffing is based on the offeror's unique approach.
14 What "telephone software is currently being used? Five 9
What telephone software/ACD is currently being used for Call Management? Is it to be specified and provided by the Contractor?
Five 9 is currently being used. The government does not dictate software used. Any software used will need to integrate with IL5 environment once we migrate snow.
Regarding Task Area 3, 1.3.3.1 Subtask 1: “This task consists of activities required to keep the SRCE2E SMC operational and provide helpdesk support to SRCE2E SMC supported applications. This area provides requirement definitions for the self-service web site, matrix for priorities and problem resolution, and additional operational support.
The content under this subtask is an introduction to Area 3, subtasks 2 through 8. We recommend the “1.3.3.1 Subtask 1” header to be removed. This will reduce the subtasks in Area 3 to a total of 7 subtasks
The PWS Task Area 3 subheaders have been revised.
File details come from the government source that posted it. Updated .