This is being extended to provided responses for vendor submitted questions. This is NOT a solicitation for a proposal, proposal abstract, or quote. The purpose of this notice is to obtain information regarding qualified business sources. The responses to the information requested will assist the Government in determining the appropriate acquisition method and may be utilized to improve any future solicitation. This sources sought is not intended to be overly restrictive, any input to the below requirements are welcome. The requirements listed below are subject to change and are only included as a point of reference. The Office of IT Customer Solutions Directorate (ITCS) is seeking 24X7 Technical Support Operations contractor support for Technical Support Operation that meets functional and technical requirements as described herein. ITCS provides a comprehensive range of Tier 1, 2, and 3 end-user technology support services to House Members, Committees, Leadership Offices, CAO Business Units, and staff. Chief among them is ensuring the capability to ensure the availability and accessibility of staff to support users of technology products and services. This capability requires ITCS to have adequate staffing to ensure requests from House staff needing technical assistance are responded to and addressed within established service level agreements (SLAs). Our goal is to guarantee the continued operations of the computers, mobile phones, and systems used to conduct House business. The tiered support structure aligns with ITIL (Information Technology Infrastructure Library) best practices as follows: Tier 1 (Service Desk) – ITIL: First-Line Support, Tier 2 (Technical Support) – ITIL: Second-Line Support, and Tier 3 (Expert Support) – ITIL: Third-Line Support. The Sources Sought request will assess the vendors’ ability to provide the following services: Tier 1, 2, and 3 contractors to augment House staff. Contractors will be an extension of and will work closely with an existing ITCS team. Tier 1 Technology Support Services: Tier 1 contractors are the first level of IT support, typically handling basic customer issues and troubleshooting. Tier 1 support is managed through the Call Center and operates 24x7 in a hybrid model, with an onsite presence required and some remote flexibility. The House has one location in Washington, located in the DC Metropolitan area. The Call Center Tier 1 Representative should be able to handle on average 50 tickets weekly. Tier 2 and 3 Technology Support Services: Tier 2 contractors handle more complex technical issues which cannot be resolved by Tier 1. These specialists have a deeper technical knowledge and may work closely with engineers and product service owners. Tier 3 contractors consist of highly specialized experts, engineers, and/or developers who handle the most complex issues. Tier 2 and 3 contractors work onsite in 8-hour shifts Monday – Friday, covering shifts between 8:00 AM - 6:00 PM. Tier 2 contractors should be able to support up to six offices independently and handle an average of 30 tickets weekly. Tier 3 contractors, working onsite, manage up to 10 tickets weekly while also supporting various project teams and program areas. Additionally, Tier 2 and 3 contractors may be required to travel to offices outside the Washington, DC metropolitan area as needed. Capability to scale Tier 1 and 2 contractor personnel to support surge events such as Congressional Transition, which occurs on a two-year cycle. Capability to scale support initiatives and projects requiring Tier 2 and 3 support within 30 days, as directed by the House. Capability to provide onsite Tier 2 and 3 technical support for offices outside the Washington, DC metropolitan area under a Nationwide IT Support contract. Responses to this Sources Sought will be used to determine if the support will be on-site full time, provide full time support off-site, or a combination of onsite and offsite support. Offsite support will need to occur within the U.S. Tier 1, 2, and 3 contractors must demonstrate the following knowledge, skills, and abilities: Configure and troubleshoot: Commercial off-the-shelf (COTS) software Microsoft Office365 software to include SharePoint, Exchange Online, MS Teams, OneDrive PCs, Macs, Smartphones, Tablets Printers Multifunction devices Assist in installing and using: Messaging client software Web browsers Anti-virus software Other internally developed applications Migrate user data Assist in developing user documentation/installation procedures Possess an intermediate to advanced level of knowledge working with: Windows, Macs, iOS and Android operating systems Active Directory User & Account Administration RSA SecurID VPN access Mobile device and Endpoint management consoles such as: AirWatch Apple Business Manager Workspace One Intune BMC Remedy Incident, Change and Knowledge Management Knowledge of complex operating systems (including NT network operating systems software) on workstations and servers, local networks, wiring schemes and wide area networks LAN/WAN connectivity, TCP/IP Protocol and data communications protocols. Maintain a professional appearance and disposition. Tier 3 contractors must: Perform all support responsibilities of Tier 1 and 2 at an Advanced level. Possess intermediate to advanced PowerShell and Power BI skills. Additionally, the on-site Tier 2 and 3 contractors must: Create and image computers/laptops. Lift up to 25 lbs. of equipment. Configure workstations, including profile information, printer, dual monitors, wireless keyboard and mouse, etc. All contractors must complete a criminal history records check and be eligible to work in the U.S. Questions may be submitted at any time. However, due to the nature of a Sources Sought, the Government will do its best to answer questions in a fair/efficient manner and may not be able to answer all questions. If interested, please submit a capability statement demonstrating your capacity to complete the requirement outlined above to
[email protected] and
[email protected] no later than (NLT) March 17, 2025 at 2 PM EST. The Capability Statement should comply with the following: On page one (1) of the Capability Statement, begin by providing your company information as follows: Company name, address, phone number, CAGE code, DUNS number, GSA Contract Number (if applicable) and point of contact (name, phone and e-mail). Capability Statement must be in Microsoft Word, Microsoft Excel or Adobe PDF format, single spaced, 11-point font (excluding charts and graphics) and the entire document should not to exceed 5 pages in length to include all attachments, charts, etc. Capability Statement must include but is not limited to (a) companies core capabilities (b) corporate experience and management capability; and examples of prior completed Government contracts (if any), references, and other related information; and (c) Rough Order of Magnitude in terms of pricing for the various scenarios . (Pricing that is provided is not legally binding, will be only used for budgeting and potential solicitation purposes.) Disclaimer and Important Notes This Sources Sought does not obligate the Government to award a contract, issue a solicitation, limit potential solicitation participants, or otherwise pay for the information provided in response. The Government reserves the right to use information provided by respondents for any purpose deemed necessary and legally appropriate. Any organization responding to this notice should ensure that its response is complete and sufficiently detailed to allow the Government to determine the organization’s qualifications to perform the work. Respondents are advised that the Government is under no obligation to acknowledge receipt of the information received or provide feedback to respondents with respect to any information submitted. However, responses to this notice will not be considered adequate responses to a solicitation. Please note that the United States House of Representatives is not subject to Federal Acquisitions Regulations (FAR) or any of its supplements. Confidentiality No proprietary, classified, confidential, or sensitive information should be included in your response. The Government reserves the right to use any non-proprietary technical information in any resultant solicitation(s).