Inactive

Thank you for your consideration of the Department of Homeland Security (DHS), U.S. Customs and Border Protection's (CBP), Office of Information and Technology (OIT), forthcoming procurement titled Te... Thank you for your consideration of the Department of Homeland Security (DHS), U.S. Customs and Border Protection's (CBP), Office of Information and Technology (OIT), forthcoming procurement titled Technology Service Desk (TSD) Support Services. The purpose of this Task order is to obtain TSD contractor support services as necessary for up to six (6) months. The scope of this requirement encompasses contractor support to provide customer-focused technology service desk support: • Transition. The contractor shall plan for a logical and seamless In-Coming and Out-Going Transition of operations. • Program Management. Full range of Program Management support services for the purpose of operating an effective and efficient TSD. • Tier I Operations. Initial point of contact for all CBP customers (e.g., internal CBP system users), Participating Government Agencies (PGA), importers and exporters that access CBP applications. • Automated Commercial Environment (ACE) Account Service Desk (ASD). Provide Tier II support for ACE dealing with trade facilitation, trade compliance and trade enforcement. ACE is the commercial trade processing system developed by the CBP to become the "single window" through which international traders will electronically provide all information needed by federal agencies for the import of cargo. • Tier II Operations (Optional Task). Provide remote access, email, user provisioning, and advanced ET support. Services may include incident/service request detection and recording, classification, investigation and diagnosis, resolution and recovery, closure, incident monitoring, tracking and communication using best practices solutions and continuous process improvement strategies in accordance with CBP Standard Operating Procedures (SOPs) and policies. The contractor TSD support services shall resolve and/or process end-user reported ET issues/requests for over 200 system applications and to systems that may be added or deleted during the term of this task order. The successful contractor shall assist in the adaptation to changes and enhancements to systems, including documentation, as the systems are deployed by CBP technology development teams. The Contractor is responsible to participate and assist in the development of TSD support policies and procedures as devices or software applications are introduced into TSD operations. Examples may include developing parameters for new devices such mobility devices and includes defining what are the Tier 1 support requirements, anticipated call volume, impact to current operations, and updating SOPs. The objective of this letter is to provide the Government's written notice of its intent informing industry of a sole source Task Order that will be awarded on July 20, 2020 to 360 IT Integrated Solutions. Please see the attachment for additional information. Thank you for your continued interest and support in supporting CBP's mission.