IT Help Desk Call Center Services Support

U.S. Office of Personnel Management IT Help Desk Call Center Services Support Request for Information (RFI) 24322622S0001 This is a SOURCES SOUGHT NOTICE / REQUEST FOR INFORMATION (RFI) issued on behalf of the Office of Personnel Management (OPM), Chief Information Officer (CIO) Information Technology (IT) Program Management Office (PMO) and the Office of Procurement Operations (OPO). This notice is issued solely for informational and planning purposes and does not constitute an Invitation for Bids, Request for Proposals, or Request for Quotations. Background and Purpose: This is a Request for Information (RFI) for a tentative requirement to provide an Information Technology Call Center support as further defined in the attached Draft Performance Work Statement (PWS). As part of its market research, the Office of Personnel Management (OPM) is issuing this RFI to determine if there exists an adequate number of qualified small business contractors capable of providing both on-site Technical and Engineering support and offsite IT Help Desk/Call Center support as further described in the Draft PWS. The Government may use the responses to this RFI for information and planning purposes. The Draft PWS describes only the currently contemplated possible scope of services and may vary from the work scope in a final PWS included in any Request for Quotations (RFQ). The anticipated/estimated period of performance is one year base period, with 4 option periods. Offsite services shall be provided from one or more contractor US-based locations seven days per week, twenty-four hours per day, each day of the year. These locations shall be subject to the same service delivery requirements as the Onsite support. Onsite support shall be provided OPM Headquarters at 1900 E Street, NW, Washington, DC between the hours of 7:00 am to 7:00 pm Eastern Time. Onsite support to remote Offices listed in Attachment 2 of the PWS shall be provided during normal office hours, and potentially after hours at those offices. A Request for Quotations using the following NAICS is contemplated: NAICS Code 541519 -Other Computer Related Services This RFI is only for the purpose of identifying potential sources as part of OPM’s market research. No RFQ exists; therefore, do not request a copy of the RFQ. Responses to this RFI are not quotes on which OPM can issue any orders. This RFI is issued for information and planning purposes only and does not itself constitute a Request for Quotations (RFQ). The Government does not intend to award based only on responses to this RFI. All information received in response to this RFI marked “Proprietary” will be protected and handled accordingly. Interested parties are responsible for adequately marking proprietary or competition sensitive information contained in their response. Responses to the RFI will not be returned. Responders are solely responsible for all expenses associated with responding to this RFI. OPM will not pay for information received in response to this RFI. There is no commitment by the Government to issue an RFQ, make an award or awards, or to be responsible for any monies expended by industry responses to this RFI. Capability Statement (Not to exceed 10 pages) Provide a capability statement of your organization’s experience in providing a Help Desk and call center providing 24x7x365 Level 0,1, 2, 3, and 4 support to an organization(s) similar in incident volume to the OPM. The summary would identify the provided services and a detailed summary of each: Company Information: Details about each company for the purpose of developing the acquisition strategy. What is your company’s name, location, DUNS number, and CAGE code? Against what NAICS codes do you provide services to the Government, and is your company a small business or other socio-economic category for each NAICS code listed? What Government-wide contract vehicles (such as GSA Federal Supply Schedules, GWACs, NASA SEWP, etc.) is your company listed under? Company Background Your organization’s experience and certifications in providing a remote IT Help Desk and call center, OPM HQ on premise staffing, and nationwide technology support for customers similar in request volume identified in the PWS to the OPM. Experience (Relevant Experience supporting an Organization the size of OPM with field offices that require support) Identify relevant past experience in delivering an IT Service Center that meets or exceeds the performance requirements of this PWS. Describe your 24x7x365 Call Center operations and how you support a failover to a backup center. Will you use OPM’s Remedy ticketing system or your own? If your own, please describe how you will implement a two-way sync between your system and OPM’s. Explain how you will support staffing as needed at OPM’s remote locations. Where will you staff be dispatched from? Are you able to dispatch across the county? How do you ensure that your staff continually receives training to match OPM’s core product updates such as Windows 10/11 and Office 365 and Teams? Identify clients Synopsis of services provided on this contact Contract vehicle Customer point of contact Relevant Certifications (achieved by the contractor) HDI Support Center Certification or equivalent SDVOSB ITIL 4 Foundation Relevant Vendor certifications to support the products included in the PWS ISO 2000 Solutions (What would be the possible solution set for OPM) How your organization will consistently meet or exceed the Service Level Requirements and Services identified in Section 2.6 Service Level Requirements (SLRs) of the attached PWS. Your organization’s approach to providing the services required in the attached PWS: Information Technology Help Desk Remote 24x7x365 Call Center On Premise at OPM Headquarters walk in and on-site support Remote break fix service capabilities to dispatch a local field technician to the sites identified in the PWS. Information Submission Instructions All information sent in response to this RFI shall be in MS Word or Adobe Portable Document Format (PDF) and shall be submitted electronically (via email) to Pat Edward Filer at [email protected] 12:00 pm ET on December 3, 2021. TELEPHONE INQUIRIES WILL NOT BE ACCEPTED. Additional Information This RFI is only for the purpose of identifying potential sources and supplemental information as part of OPM’s market research. No Request for Quotation (RFQ) exists; therefore, please do not request a copy of the RFQ. There is no commitment by the Government to respond to any questions received, issue a RFQ, make an award or awards, or to be responsible for any monies expended by industry responses to this RFI. Attachment to the RFI: DRAFT PWS