Inactive

UPDATE 27th: The government is attaching answers to questions. UPDATE July 23rd: The government is attaching a DRAFT table of the AQL's so that interested parties can decide whether or not to respond ... UPDATE 27th: The government is attaching answers to questions. UPDATE July 23rd: The government is attaching a DRAFT table of the AQL's so that interested parties can decide whether or not to respond UPDATE July 21st: No set-aside has been determined for this effort all interested parties are encouraged to submit a response. UPDATE: We are including the required Microsoft Forms to respond to this sources sought: Attachment A: https://forms.office.com/Pages/ResponsePage.aspx?id=dFDPZv5a0UimkaErISH0Sw98CCUFqsFLkODJYSnM7etUN0pRRjJZTElKVDFIQzhWN0lNWTVQOEgwMyQlQCN0PWcu Attachment C: https://forms.office.com/Pages/ResponsePage.aspx?id=dFDPZv5a0UimkaErISH0Sw98CCUFqsFLkODJYSnM7etUOUcxVUVBOU1SRzdQMkk5SkNZUjlIQ1hKNiQlQCN0PWcu *Please note Attachment C is an excel file already attached to this notice _________________________________________________________ *Interested parties must use the referenced attachments to respond to this sources sought. *The government will be posting the e-forms links for attachments A and C soon until then please read through the attached so you can prepare to repond by August 2nd. * The attached PWS is a draft and is subject to change. The Department of State (DOS), Office of Acquisition Management (AQM), is seeking interested parties to provide a bridge contract for a determined timeframe to avoid a break in service for its department-wide information technology help desk services for the DOS, Bureau of Information Resource Management (IRM) to service both domestic and international customer. The Customer Endpoint Bridge will provide continuity while increasing the focus on the user experience (UX) and customer experience (CX) in how IRM delivers services and executes underlying processes while driving innovation in customer support to better enable bureau and post customers to execute their individual and collective missions irrespective of the geographic location. Customer focus IT service delivery and solution are the tenants of this requirement as well as the possibility of federation of tier 1 services. The service detailed in the PWS are critical to the efficient operation of the Department and include Tier I IT contact handling, end-point Tier II IT support, service asset and configuration management (SACM) for GFE assets, and other services. Responses to this announcement are needed to help inform acquisition planning and to identify capable sources that can quickly and successfully execute a short transition and maintain or exceed Acceptable Quality Levels (AQLs). To deliver the required services efficiently and effectively, it is anticipated that vendors will have: Experience and good past performance in delivering similar services (similar in terms of size, scope, and complexity) A Top-Secret Facility Clearance Experience continuous service reviews, implementing improvements and maturing existing processes/practices in accordance with the ITIL4 framework and industry best practices Experience maintaining service level agreements and meeting or exceeding demanding service level targets in a dynamic IT environment Experience delivering projects ahead or on-time and under budget Experience creating and managing an Earned Value Management (EVM) system for similar tasks as outlined in the ATCHB Experience providing services in disparate locations while maintaining service levels no matter the location Experience providing proactive, actionable recommendations for service and/ or process improvements The data obtained from this notice will assist the Government in understanding the capabilities available in the IT services marketplace and aid in the development of a solicitation for Information Resources Management Bureau, Operations Directorate (OPS), Office of Consolidated Customer Support (IRM/OPS/CCS) to provide Agency wide, customer facing services as outlined in the PWS (attached).