DHS Desktop Support Services 3. 0 - Request for Information & Capabilities - 70RTAC25RFI00002

The Department of Homeland Security (DHS) Office of Procurement Operations is seeking a contractor to provide comprehensive Desktop Support Services 3.0 (DSS 3.0) for approximately 15,000 federal employees, contractors, and support personnel. This Blanket Purchase Agreement (BPA) will cover IT support services primarily in the National Capital Region, with additional locations across CONUS and OCONUS. The Request for Information (RFI) requires potential contractors to demonstrate capabilities in managing enterprise-wide IT infrastructure, including support for 18,000 user accounts across 100+ geographic locations, 11,000 workstations, 2,000 network devices, and 300 multi-function devices. Responses to the RFI are due by January 30, 2025, at 11:00 AM ET, with a 10-page submission limit and specific formatting requirements. The government will evaluate responses based on five key questions focusing on large-scale federal IT infrastructure support, enterprise-wide support models, IT service management processes, ServiceNow-based IT4Me portal modernization, and comprehensive IT services program management.

The procurement is not designated with a specific set-aside, and the current incumbent is not mentioned in the available documentation. While precise award values are not specified, the contract will support multiple DHS components including the Management Directorate, Countering Weapons of Mass Destruction, Federal Protective Service, Science & Technology, Intelligence & Analysis, Office of Biometric Identity Management, Office of Situational Awareness, and the Cybersecurity and Infrastructure Security Agency. The contractor must provide staff with security clearances up to TS/SCI level and demonstrate capabilities in advanced IT support services, including 24/7/365 IT service desk support, systems and network operations, hardware/software support, cloud integration, and artificial intelligence solutions. The contract aims to transition from a traditional seat-based structure to a more flexible zero-touch regional customer support model, emphasizing business process automation, enhanced remote support capabilities, and improved customer experience. The government may conduct one-on-one meetings with respondents but is not obligated to issue a formal solicitation following this market research.