COTS-Support Request Ticketing System
ID: FY25-COTSTICKETINGType: Special Notice
Overview

Buyer

HOMELAND SECURITY, DEPARTMENT OFUS CUSTOMS AND BORDER PROTECTION

NAICS

Other Computer Related Services (541519)

PSC

IT AND TELECOM - IT MANAGEMENT AS A SERVICE (DF10)

Original Source

https://sam.gov/opp/c2541fc34d0a4d7dac0529f8706bb70a/view
Timeline
    Description

    The Department of Homeland Security, specifically the Customs and Border Protection (CBP) office, is seeking vendors for a Commercial Off-the-Shelf (COTS) Support Request Ticketing System. This system is intended to provide an efficient and user-friendly solution for managing and resolving user assistance requests related to the SAP CBP Financial Solutions, which handled over 7,300 support tickets in the last fiscal year. The transition to this new ticketing system is critical as the current IT Service Management solution will be phased out by December 2027, necessitating a reliable and transparent system for effective request categorization and reporting. Interested vendors should submit their responses to the Request for Information (RFI) by April 18, 2025, and can contact Antwanette Boone-Murphy at antwanette.r.boone-murphy@cbp.dhs.gov for further details.

    Point(s) of Contact
    Antwanette Boone-Murphy
    antwanette.r.boone-murphy@cbp.dhs.gov
    Files
    Title
    Posted
    DHS-US Customs and Border Protection -Request for Information-SAP Ticketing-ABM.pdf
    The Department of Homeland Security (DHS) is issuing a Request for Information (RFI) to identify potential vendors for a Commercial Off-the-Shelf (COTS) Support Request Ticketing System for the Customs and Border Protection (CBP) Office. This system aims to provide an intuitive and efficient solution to manage and resolve user assistance requests related to the SAP CBP Financial Solutions (CBPFS), which processed over 7,300 support tickets last fiscal year. The current IT Service Management (ITSM) solution will be phased out by December 2027, thereby necessitating the transition to a new system. The anticipated ticketing system should ensure transparency, usability, effective categorization, prioritization of requests, and detailed reporting. The DHS seeks industry insights to refine its procurement strategy and develop a comprehensive understanding of existing market capabilities. Responses to the RFI are requested in specific formats and must provide technical and prior experience details, ensuring the contributions help shape the planning process. The submission deadline is April 18, 2025, indicating the agency's proactive approach in fostering potential partnerships with service providers for resource optimization.
    Lifecycle
    Title
    Type
    COTS-Support Request Ticketing System
    Currently viewing
    Special Notice
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