FAA Integrated Service Center (ISC) Support Services
Closed Pre-Solicitation Posted
- Solicitation number
- 692M15-20-D-00004_Follow-on_RFI
- Agency
-
Technical Center
Federal Aviation Administration, Department of Transportation
- Responses due
- Set-aside
- No set-aside
Opportunity facts
- NAICS code
- 541513 Computer Facilities Management Services
- PSC
- DE10 IT and Telecom - End User as a Service: Help Desk;Tier 1-2,Workspace,Print,Output,Productivity Tools
- Place of performance
- United States
- Points of contact
Notice details come from SAM.gov. Updated .
About this opportunity
The Federal Aviation Administration (FAA) issued a Request for Information (RFI) for enterprise IT support services relevant to the Integrated Service Center (ISC), seeking feedback from capable vendors on full lifecycle management, hardware, training, and technical support services. The FAA is specifically interested in vendor input regarding the Platform Support section of CLIN 2 (Service Desk) and CLIN 7 (Enterprise Support Platform Capability Enablement and IT Service Management Maturation) as outlined in the existing Performance Work Statements. Key requirements include providing comprehensive IT service center operations supporting approximately 60,000 FAA employees across 1,000+ worldwide facilities, managing ServiceNow ITSM platform operations, delivering lifecycle asset management for end-user devices, providing IT customer training, and supporting special projects. This RFI is intended to inform the FAA's future acquisition strategy for a follow-on effort to the current contract 692M15-20-D-00004. The original submission deadline of February 13, 2026, was amended twice, with the final response deadline established as March 27, 2026, at 4:30 PM EST, and vendors must submit responses to Contracting Officer Daniel F. Leary at daniel.f.leary@faa.gov. The FAA has published answers to vendor questions to assist respondents in preparing their market survey submissions, though this RFI is not a request for proposals and does not obligate the FAA to reimburse any vendor costs incurred.
This opportunity carries no set-aside designation and represents a follow-on effort to the current FAA contract 692M15-20-D-00004 managed by the incumbent contractor. The FAA anticipates releasing the full RFP in Fiscal Year 2028 Q1 with contract start targeted for FY29 Q3, indicating this RFI serves as an early market assessment to shape solicitation requirements. Current operations encompass approximately 350,918 monthly incidents across multiple communication channels, 92,779 monthly service requests, and support for 55,000 end-user devices across 60,000 FAA personnel, with an annual device refresh target of 12,500 to 15,000 units representing 25% of the installed base. Service delivery operates 24x7x365 for the Service Desk with core business hours of 0600-1800 local time Monday-Friday, requiring U.S.-based resources with Public Trust clearance for Sensitive Unclassified Information handling. The RFI addresses multiple service areas including ServiceNow platform management with one instance operating in two environments, lifecycle asset management with remote deployment capabilities, IT training delivery to 45,000 employees, and enterprise wireless infrastructure support, with the potential full contract representing a significant multi-year engagement under an IDIQ structure with ten-year performance duration.
Notice text
3 versions
Update #3 · Latest ·
Amendment 002 is issued to post FAA answers to questions received from vendors. Questions and answers can be found on attachment "692M15-20-D-00004_Follow-on_RFI_QA". This amendment changes the submission response date to 4:30PM EST on March, 27, 2026.
Amendment 001 is issued to change the submission response date to 4:30PM EST on March, 13, 2026. The FAA is currently preparing answers to questions received.
This is a Request for Information (RFI).
This is NOT a request for proposals or offers. The FAA is not seeking or accepting unsolicited proposals. The FAA will not pay for any information received or costs incurred in preparing vendor responses to this market survey. Therefore, any cost associated with a market survey submission is solely at the interested vendor’s expense.
The Federal Aviation Administration (FAA) is issuing a Request for Information (RFI) for interested and capable parties to provide enterprise IT support relevant to the Integrated Service Center (ISC).
The purpose of this RFI is to request information and feedback from industry to FAA Questions relating to full lifecycle management from businesses capable of providing the hardware, training, and technical support services for the ISC utilized by the FAA. Areas of the FAA/AIT IT Service Desk Performance Work Statement (PWS) of specific interest to the FAA are Platform Support section of the CLIN2 (Service Desk) PWS and the CLIN 7 (Enterprise Support Platform Capability Enablement and IT Service Management Maturation).
The responses to this RFI will help determine future acquisition strategies of a follow-on effort. This requirement is currently procured under contract FAA contract 692M15-20-D-00004.
Please see the attached list of questions to be answered and submitted with your statement of capability and any applicable experience.
Attached are the following documents to assist with your responses and are solely for the purposes of this RFI:
Requirement Documents:
- Section B Document
- Section C Document
- CLIN 1 PWS
- CLIN 2 PWS
- CLIN 3 PWS
- CLIN 4A PWS
- CLIN 6 PWS
- CLIN 7 PWS
- Exhibit B-003
Questions for Industry:
- Questions_ServiceNow Platform Support
- Questions_Service Desk Surge, Pricing and Automation_Asset Management
All questions related to this RFI should be sent to the FAA Contracting Officer, daniel.f.leary@faa.gov, no later than 4:30pm EST, on Friday, February 13, 2026.
Update #2 ·
Amendment 001 is issued to change the submission response date to 4:30PM EST on March, 13, 2026. The FAA is currently preparing answers to questions received.
This is a Request for Information (RFI).
This is NOT a request for proposals or offers. The FAA is not seeking or accepting unsolicited proposals. The FAA will not pay for any information received or costs incurred in preparing vendor responses to this market survey. Therefore, any cost associated with a market survey submission is solely at the interested vendor’s expense.
The Federal Aviation Administration (FAA) is issuing a Request for Information (RFI) for interested and capable parties to provide enterprise IT support relevant to the Integrated Service Center (ISC).
The purpose of this RFI is to request information and feedback from industry to FAA Questions relating to full lifecycle management from businesses capable of providing the hardware, training, and technical support services for the ISC utilized by the FAA. Areas of the FAA/AIT IT Service Desk Performance Work Statement (PWS) of specific interest to the FAA are Platform Support section of the CLIN2 (Service Desk) PWS and the CLIN 7 (Enterprise Support Platform Capability Enablement and IT Service Management Maturation).
The responses to this RFI will help determine future acquisition strategies of a follow-on effort. This requirement is currently procured under contract FAA contract 692M15-20-D-00004.
Please see the attached list of questions to be answered and submitted with your statement of capability and any applicable experience.
Attached are the following documents to assist with your responses and are solely for the purposes of this RFI:
Requirement Documents:
- Section B Document
- Section C Document
- CLIN 1 PWS
- CLIN 2 PWS
- CLIN 3 PWS
- CLIN 4A PWS
- CLIN 6 PWS
- CLIN 7 PWS
- Exhibit B-003
Questions for Industry:
- Questions_ServiceNow Platform Support
- Questions_Service Desk Surge, Pricing and Automation_Asset Management
All questions related to this RFI should be sent to the FAA Contracting Officer, daniel.f.leary@faa.gov, no later than 4:30pm EST, on Friday, February 13, 2026.
Update #1 ·
This is a Request for Information (RFI).
This is NOT a request for proposals or offers. The FAA is not seeking or accepting unsolicited proposals. The FAA will not pay for any information received or costs incurred in preparing vendor responses to this market survey. Therefore, any cost associated with a market survey submission is solely at the interested vendor’s expense.
The Federal Aviation Administration (FAA) is issuing a Request for Information (RFI) for interested and capable parties to provide enterprise IT support relevant to the Integrated Service Center (ISC).
The purpose of this RFI is to request information and feedback from industry to FAA Questions relating to full lifecycle management from businesses capable of providing the hardware, training, and technical support services for the ISC utilized by the FAA. Areas of the FAA/AIT IT Service Desk Performance Work Statement (PWS) of specific interest to the FAA are Platform Support section of the CLIN2 (Service Desk) PWS and the CLIN 7 (Enterprise Support Platform Capability Enablement and IT Service Management Maturation).
The responses to this RFI will help determine future acquisition strategies of a follow-on effort. This requirement is currently procured under contract FAA contract 692M15-20-D-00004.
Please see the attached list of questions to be answered and submitted with your statement of capability and any applicable experience.
Attached are the following documents to assist with your responses and are solely for the purposes of this RFI:
Requirement Documents:
- Section B Document
- Section C Document
- CLIN 1 PWS
- CLIN 2 PWS
- CLIN 3 PWS
- CLIN 4A PWS
- CLIN 6 PWS
- CLIN 7 PWS
- Exhibit B-003
Questions for Industry:
- Questions_ServiceNow Platform Support
- Questions_Service Desk Surge, Pricing and Automation_Asset Management
All questions related to this RFI should be sent to the FAA Contracting Officer, daniel.f.leary@faa.gov, no later than 4:30pm EST, on Friday, February 13, 2026.
Files
| File | Type | Posted |
|---|---|---|
| 692M15-20-D-00004_Follow-on_RFI_QA.xlsx | XLSX spreadsheet | |
| Section C Document.docx | DOCX document | |
| CLIN 001 PWS.docx | DOCX document | |
| CLIN 004A PWS.docx | DOCX document | |
| Questions_ServiceNow Platform Support.docx | DOCX document | |
| Section B Document.docx | DOCX document | |
| Questions_Service Desk Surge_Pricing and Automation_Asset Management.docx | DOCX document | |
| CLIN 002 PWS.docx | DOCX document | |
| CLIN 007 PWS.docx | DOCX document | |
| CLIN 003 PWS.docx | DOCX document | |
| CLIN 006 PWS.docx | DOCX document | |
| Exhibit B-003.docx | DOCX document |
Show all 12
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