COTS-Support Request Ticketing System

The Department of Homeland Security's Customs and Border Protection (CBP) has issued a Special Notice seeking a Commercial Off-the-Shelf (COTS) Support Request Ticketing System to replace their current IT Service Management solution. The agency currently processes approximately 7,300 support tickets for over 8,000 users annually and requires a comprehensive replacement system to be implemented before the existing platform is phased out after December 2027. This Request for Information (RFI) focuses on identifying a sophisticated ticketing system that can seamlessly manage support requests across their organizational structure. The opportunity is posted on April 4, 2025, with responses due by April 18, 2025, at 5 PM ET. The notice is categorized under NAICS code 541519 for Computer Related Services and PSC code DF10 for IT Management Services.

Contractors interested in this opportunity must submit a concise two-page response in Word format directly to antwanette.boone-murphy@cbp.dhs.gov by the specified deadline. The RFI seeks detailed technical information about potential solutions, including pricing models, deployment options, customization capabilities, integration potential, reporting features, and training provisions. While there is no specific set-aside designation, the document suggests this could be a potential 8(a) opportunity for small businesses. CBP is looking for a ticketing system with robust capabilities including seamless ticket submission, advanced tracking and resolution mechanisms, comprehensive categorization and prioritization functions, and detailed reporting capabilities. The responses will be used exclusively for contract planning purposes, providing CBP with insights to develop a more targeted procurement strategy for their support request management needs.