RFP #92222 - IT Service Center Services

The University of Maryland Global Campus (UMGC) has issued RFP #92222 for IT Service Center Services, seeking qualified vendors to provide comprehensive remote technical support for its student, faculty, and staff populations. The solicitation requires a multi-channel service center capable of delivering technical assistance across various technological domains, including applications, learning technologies, hardware, software, and mobile devices. Key service expectations include first-contact resolution, incident management, comprehensive reporting, appropriate escalation protocols, and strict adherence to UMGC's security standards. All support services must be delivered remotely, with no on-site support requirements. The proposal is currently open, with responses due by September 29, 2025, following a posting date of September 4, 2025. While specific evaluation criteria are not explicitly detailed in the provided documentation, vendors can expect assessment based on their technical capabilities, service delivery methodology, and ability to meet the comprehensive remote support requirements.

The procurement includes a specific Minority Business Enterprises (MBE) subcontracting requirement, mandating that selected contractors achieve a minimum 5% MBE participation in the total contract value. This requirement suggests a commitment to supporting diverse business participation in the state procurement process. The contract will be executed through Prince George's County, Maryland, indicating potential local economic development considerations. While specific budget ranges are not disclosed in the current documentation, the comprehensive nature of the IT service center support suggests a potentially substantial contract value. The remote service delivery model and technology-focused scope indicate that responsive vendors will likely need demonstrated expertise in multi-channel technical support, robust incident management systems, and comprehensive reporting capabilities. Prospective bidders should be prepared to showcase their technical infrastructure, support methodologies, and ability to integrate seamlessly with UMGC's existing technological ecosystem.