Request for Information (RFI) IT Support Including Engineering, Operations and Asset Management
ID: 75P00124B00001Type: Sources Sought
Overview

Buyer

HEALTH AND HUMAN SERVICES, DEPARTMENT OFOFFICE OF THE ASSISTANT SECRETARY FOR ADMINISTRATION (ASA)PROGRAM SUPPORT CENTER ACQ MGMT SVCROCKVILLE, MD, 20857, USA

PSC

SUPPORT- PROFESSIONAL: OTHER (R499)

Original Source

https://sam.gov/opp/9d427cbe90cf41a4b3f1a0b1b822c092/view
Timeline
    Description

    The Department of Health and Human Services (HHS) is conducting market research to gather information on IT services across multiple customer groups within the HHS organization. This Request for Information (RFI) aims to help HHS shape the requirements for a potential acquisition of comprehensive IT services.

    The scope of work for the potential contract includes a wide range of tasks related to Engineering, Operations, and Asset Management.

    Engineering tasks involve managing customer service requests, ensuring compliance with HHS guidelines, and overseeing critical infrastructure aspects such as network engineering, security, and data center operations.

    Operations tasks focus on managing and supporting HHS's technological infrastructure, including procurement, asset management, service desk operations, and ensuring seamless and secure infrastructure operations.

    Asset Management tasks involve overseeing customer technology equipment, managing projects, and providing efficient support to HHS personnel.

    HHS is seeking detailed responses from industry professionals on several aspects, including:

    • Cost drivers for each division, along with an explanation of the main drivers influencing costs.
    • Proposed timelines and strategies for smooth contract transitions.
    • Management of a multi-site, multi-timezone call center facility.
    • Software deployment strategies, asset management, and security measures.
    • Approaches to creating a product and service catalog.
    • Security incident management and forensic response processes.
    • Cost-effective strategies for cloud services and storage utilization.
    • Desktop virtualization solutions and their supportability.
    • Zero-Trust philosophy and any challenges encountered during implementation.
    • Tracking metrics and user reporting dashboards.
    • Feedback on draft Service Level Agreements (SLAs) and suggestions for improvements.
    • Innovative practices and technologies in SaaS, Automation, and AI, and their secure integration.
    • Strategies for deskside support and hardware maintenance.
    • Lifecycle support for production systems and network infrastructure management.
    • Ensuring maximum availability of production systems and adherence to SLAs.
    • Testing and evaluation methods for system development.
    • Efficient asset management strategies for hardware and software.
    • Surge capacity planning for sudden changes in customer demands.

    Companies interested in responding to this RFI are encouraged to provide information on any of the above topics. All submissions should include a cover letter with company details and relevant socioeconomic information. Responses are limited to 10 single-sided pages and must be submitted as a PDF by Friday, December 22, 2023, at 12:00 p.m. Eastern Standard Time.

    This RFI is for informational purposes only and does not constitute a commitment from the government to issue a solicitation. Responses are voluntary and will assist HHS in developing an acquisition strategy for future IT services contracts.

    For more detailed information and specific requirements, refer to the attached draft documents, including Requirement Matrices, SLAs, and J-Tables.

    Questions and responses should be directed to Charde Newton and Darnell Harkless at Charde.Newton@psc.hhs.gov and Darnell.Harkless@psc.hhs.gov, with a CC to Jennifer Browning at Jennifer.Browning@psc.hhs.gov. Please include RFI 75P00124B00001 (NGITS) in the subject line of all emails.

    Point(s) of Contact
    Jennifer Browning
    jennifer.browning@hhs.gov
    Charde Newton
    charde.newton@psc.hhs.gov
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