SOURCES SOUGHT
70 -- Project Manager Area Processing Centers Army Enterprise Service Desk - Spiral 2
- Notice Date
- 12/3/2010
- Notice Type
- Sources Sought
- Contracting Office
- DOI - NBC, Ft. Huachuca AZ NBC / Acquisition Services DirectorateSierra Vista DivisionP.O. Box 12924 Fort Huachuca AZ 85670
- ZIP Code
- 85670
- Solicitation Number
- PMAPCESD
- Response Due
- 12/10/2010
- Archive Date
- 12/3/2011
- Point of Contact
- Betty E. Sebastian PD Functional Specialist 5205338948 Betty_E_Sebastian@nbc.gov;
- E-Mail Address
-
Point of Contact above, or if none listed, contact the IDEAS EC HELP DESK for assistance
(EC_helpdesk@NBC.GOV)
- Small Business Set-Aside
- N/A
- Description
- Request for Information (RFI)Product Manager (PM) Area Processing Centers (APC) Army Enterprise Service Desk - Spiral 2December 3, 2010 1.INTRODUCTIONThis Request for Information (RFI) is being issued by the Army Program Executive Office Enterprise Information Systems (PEO EIS) and the Product Manager (PM) Area Processing Centers (APC). The goal of this RFI is to aid the U.S. Army in acquiring performance-based Army Enterprise Service Desk (AESD) services in support of the Active, Guard, and Reserve Army, Department of Army Civilians and entitled Contractors, Friends, and Family. PEO EIS is the Army's systems acquisition, development and integration center of excellence. The PEO EIS mission is to enable information dominance by developing, acquiring, integrating, and deploying enterprise-wide, network-centric information management and communications to meet Army's current and future mission requirements.Under the management of four deputy program executive officers, five directorates and many project/product managers, PEO EIS develops and fields a wide range of products and services that support the Army. PEO EIS is dedicated to supporting the Warfighter and contributes to the global war on terror and the war in Southwest Asia and through its diverse programs - PEO EIS touches every soldier, every day. 2.ABOUT THIS REQUEST FOR INFORMATIONThis is not a Request for Proposal (RFP), Request for Quotation (RFQ), or an invitation for bid, nor does its issuance obligate or restrict the Government to an eventual acquisition. All information received from this RFI will be used for Market Research purposes only. The Government does not intend to award a contract on the basis of responses to this RFI nor otherwise reimburse vendors for the preparation of any information submitted or Government use of such information. Acknowledgement of receipt of responses will not be made, nor will respondents be notified regarding the outcome of the information received.Subsequent to the receipt of responses to this RFI, the Program Executive Office Enterprise Information Systems (PEO EIS) may invite select RFI respondents to a technical interchange session to discuss their response with Government representatives. 3.BACKGROUNDThe Army is transitioning towards a service management model which promotes a total customer focus in order to better deliver Information Technology (IT) services to the Warfighter. The Enterprise Service Desk / Enterprise Support Management System (ESD/ESMS), based upon the Information Technology Infrastructure Library (ITIL) framework, are critical enablers of this service management paradigm. As the Army begins to operationalize LandWarNet (LWN) on a global scale, unifying theater-based operations for the delivery of Information Technology (IT) services through regional Network Service Centers (NSCs), there is a continuing need for an Army-wide ESD across a number of subordinate and federated organizations to ensure reliable IT service support to LWN IT service consumers. This ESD will be implemented incrementally, and it is envisioned that each ESD increment will support a larger portion of LWN IT Services until all services are supported. The ESD is enabled by an underlying Enterprise Support Management System (ESMS). The ESMS has two primary roles. First, the ESMS has codified workflows supporting the ITIL processes of incident, problem, change, and configuration management. These workflows ensure that Service Support is executed in a repeatable manner across the Enterprise. Second, it contains asset inventory data, performance data, capacity data, and data about relationships to other assets, people, and services. These data facilitate the ESD's LWN service support mission.The Enterprise Service Desk, based on the principles of the ITIL V3 framework, is the single point of entry for all IT support services for LandWarNet. The ESD, supported by the ESMS and the related services required for continued and effective operation of this critical Army capability are collectively known as the Army Enterprise Service Desk or AESD. Optimal acquisition of these services is the focus of this Request for Information. 4.PRELIMINARY CONTRACT SCOPEThe preliminary scope of the multiple IDIQ contracts is described below. Offeror statements of experience are requested to align to this scope, as discussed below.Table 1: Preliminary Contract ScopeSERVICE CATEGORYScope Area 1: Task Order Management1.1 Project Management1.2 Schedule Management1.3 Resource Management1.4 Cost Management1.5 Quality Management1.6 Communications Management1.7 Risk Management1.8 Periodic Task Reporting1.9 Performance Reporting1.10 Service Level Management and Reporting1.11 Documentation Generation and Management Scope Area 2: Transition Planning and Execution2.1 Transition Planning2.2 Transition Preparation2.3 Transition Execution2.4 Transition Reporting Scope Area 3: Enterprise Service Desk3.1 Service Desk Operations and Maintenance3.2 Service Desk Staffing and Management3.3 Inbound and Outbound Call/Contract Processing 3.4 Incident Determination, Management, Resolution, including transition/transfer to other organizations 3.5 Problem Determination, Documentation and Support3.6 Service Request Management3.7 Security Management3.8 Change and Configuration Management Support3.9 Asset Management support3.10 Service Catalog Development and Management Support3.11 Entitlement Database Usage and Maintenance3.12 Tier 0 Agent Call / Incident / Service Request Development and Management3.13 Account Management3.14 Workflow Management3.15 Security Management3.16 Certification and Accreditation Planning and Execution3.17 Customer Satisfaction Monitoring3.18 Continuity of Operations and Disaster Recovery Planning and Execution3.19 Queue Management3.20 Remote Call Monitoring3.21 Reporting and Notification3.22 Service Awareness3.23 Knowledge Management Support3.24 Remote Assistance and Resolution3.25 Dispatch Local Touch Labor Scope Area 4: Call Handling Solution4.1 Provision of the Call Handling infrastructure 4.2 User Interface Design and Management4.3 Development of Call Flow Definitions and Business Rules4.4 Call Routing 4.5 Automatic Number Identification (ANI) Processing Rules Development, Deployment, Management and Maintenance4.6 Interactive Voice Response (IVR) Deployment, Management and Maintenance4.7 Computer-telephone Integration (CTI) Deployment, Management and Maintenance4.8 Automatic Call Distributor (ACD) Deployment, Management and Maintenance4.9 Dynamic Messaging Configuration4.10 Speech Recognition Technology Deployment, Management and 4.11 Maintenance4.12 Database Management and Administration4.13 Continuity of Operations and Disaster Recovery Planning and Execution4.14 Security Management4.15 Change and Configuration Management Support4.16 Certification and Accreditation Planning and Execution4.17 Monitoring, Reporting and Analysis4.18 Service Awareness4.19 Call Capture and Review Definition, Deployment Management and Maintenance4.20 Validation Environment Scope Area 5: Distributed Dispatch/Onsite Support5.1 Incident Investigation, Diagnosis and Resolution5.2 Network, Desktop, Server Support and Service Request Fulfillment5.3 Detailed Application Support5.4 Transfers to Tier 3 Engineering 5.5 Impact Analysis5.6 Assignment of Severity Level5.7 Problem Management Process Monitoring 5.8 Participation in Team Projects and Assignments5.9 Local Dispatch Support5.10 Local Onsite Support Scope Area 6: ESD Fielding6.1 Fielding Planning and Analysis6.2 Pre-site Surveys and Site Survey Coordination6.3 Site Surveys6.4 Documentation of Current and Target State6.5 Analysis of Historical Call/Contact Data6.6 Call/Contact and Volume Forecasting6.7 Site Documentation6.8 Transition Preparation6.9 Transition Fielding Conference6.10 Process Documentation and Definition6.11 Site-specific Analysis of Process Variations6.12 Develop Memorandum of Understanding (MOU)6.13 Training Delivery and Administration6.14 Tool Configuration and Re-configuration6.15 Use Case Development6.16 Process Test and Validation6.17 Pre-cutover Briefing6.18 Service Cutover6.19 Indentify, Document, Monitor, Report, and Resolve Service Performance Issues6.20 After Action Review and Lessons Learned Scope Area 7: ESMS Fielding7.1 Fielding Planning and Analysis7.2 Pre-site Surveys and Site Survey Coordination7.3 Site Surveys7.4 Documentation of Current and Objective State7.5 IT Business Requirements Definition and Process Modeling7.6 IT Business Data Discovery, Collection, Analysis, Planning and Integration7.7 Site Visits and Implementation Planning7.8 Site Documentation7.9 Product and Functionality Demonstrations7.10 Transition Preparation7.11 Transition Fielding Conference7.12 Project and Implementation Planning7.13 Training - hands-on, web-based, on-the-job7.14 Implementation7.15 Migration Planning and Execution for Legacy System Users and Data7.16 Functional Testing and Acceptance7.17 Documentation Development and Maintenance7.18 After Action Review and Lessons Learned 7.19 Indentify, Document, Monitor, Report, and Resolve Service Performance Issues Scope Area 8: Enterprise Support Management System Development, Configuration, and Release Management8.1 Product Development, Modification, Configuration, and Customization8.2 System Configuration, Data Collection, and Configuration Validation in support of Fielding Activities8.3 Data and Data Quality Management8.4 Security Management8.5 Change and Configuration Management Support8.6 Workflow Design, Configuration, and Management8.7 Solution and Data Integration8.8 Security Management and Authentication8.9 User Interface Design, Testing, and Implementation8.10 Knowledge Base Design, Configuration, and Management8.11 Technical Writing and Graphics Development8.12 Testing Planning and Script Development8.13 Unit, System, and Acceptance Testing Management, Execution, and Oversight8.14 Release Design, Testing, Execution, and Management8.15 ESMS Analytics8.16 Monitoring and Reporting Scope Area 9: Enterprise Support Management System (ESMS) Operations Support9.1 ESMS Platform Build9.2 Development, Test and Production Network Build9.3 Development, Test and Production System Build9.4 Change Categorization9.5 Security Management9.6 Change and Configuration Management Support9.7 Data Modeling and Management9.8 Operating System Configuration / Monitoring9.9 Patching 9.10 IAVM compliance reporting9.11 Disaster Recovery / Business Continuity9.12 Backup and Restore9.13 Configuration Compliance Monitoring9.14 Security Monitoring and Management9.15 Troubleshooting9.16 Documentation Development and Maintenance9.17 Account Management9.18 Application Management9.19 Application Installation9.20 Application Patch / Revision Installation9.21 Application Support 9.22 Application Monitoring and Reporting9.23 Application Account Management9.24 Service Level Management Scope Area 10: ESMS Platform Hosting10.1 Provisioning of Rack Space10.2 Provisioning of Redundant Power Sources including Multiple Backup Power Generators10.3 Provisioning of Redundant Fiber Connectivity10.4 Provisioning of Available and Scalable Bandwidth10.5 HVAC Environmental Monitoring10.6 Secure Physical Access Control and Physical Escort for all Hosting Visitors10.7 Capacity Management and Utilization Analysis10.8 Active Fire Prevention & Suppression Capability10.9 24 x 7 x 365 Monitoring and Operational Support10.9 Available System and Network Administration10.10 Basic Event, Incident and Problem Management10.11 Security Management10.12 Change and Configuration Management Support10.13 Service Level Management10.14 Capacity and Availability Management10.15 IT Service Continuity Management10.16 Release and Deployment Management10.17 Information Security Management10.18 Asset Management10.19 Facility Management10.20 Operations and Backup Scheduling Capability10.21 Capacity and Performance Reporting10.22 Disaster Recovery and Continuity of Operations Planning and Execution 5.PRELIMINARY ACQUISITION STRATEGYIn support of the AESD mission, the Army intends to award three (3) or four (4) indefinite delivery, indefinite quantity (IDIQ) contracts, competed through full-and-open competition in accordance with FAR Part 15 procedures. (The Army reserves the right to award a different number of awards if deemed in its best interest.) These awards will result in a small, selective, and highly qualified group of Contract holders who will then compete for specific Task Orders to provide a variety of critical services encompassing a wide range of in-scope services. Task Orders will be structured in a variety of ways depending on technology, performance, and accountability interdependencies. Benefits of competition will also be considered in Task Order design. For example, Task Orders for Service Desk support may be organized by "accounts" (customer organizations) allowing for ongoing competition of new requirements as they arise. Initially, the Army anticipates first competing and awarding one (1) Task Order with the Contract Solicitation and then competing two (2) Task Orders among the three or four Contract Holders immediately after Contract award. These Task Orders (preliminary and subject to change) are anticipated to encompass detailed requirements in the following areas: 1.Task Order 001: ESMS and the Call Handling Solution a.Scope Area 1: Task Order Managementb.Scope Area 2: Transition Planning and Executionc.Scope Area 4: Call Handling Solutiond.Scope Area 7: ESMS Fieldinge.Scope Area 8: Enterprise Support Management System Development, Configuration, and Release Managementf.Scope Area 9: Enterprise Support Management System (ESMS) Operations Support 2.Task Order 002: Enterprise Service Desk - Customer Organization 1a.Scope Area 1: Task Order Managementb.Scope Area 2: Transition Planning and Executionc.Scope Area 3: Enterprise Service Desk d.Scope Area 6: ESD Fielding 3.Task Order 003: Enterprise Service Desk - Customer Organization 2a.Scope Area 1: Task Order Managementb.Scope Area 2: Transition Planning and Executionc.Scope Area 3: Enterprise Service Desk d.Scope Area 6: ESD Fielding 6.RFI OBJECTIVES AND INSTRUCTIONS 6.1.ObjectivesThis RFI has three (3) objectives:1.Understand the characteristics of the potential Offerors interested in this requirement, their business size, socio-economic status, and related information;2.Understand the Experience of these potential Offerors against the preliminary scope of the Contracts; and 3.Understand industry's expert perspective, based upon experience and expertise in delivery of similar services, on several key issues of interest to the Army.6.2.InstructionsResponse submissions should be submitted in Microsoft Word format. Submissions for Parts 2 and 3 combined should not exceed twenty (20) pages with Arial font greater than or equal to 10 pt. Supporting information (e.g., exhibits) may be provided above and beyond the page limitation if necessary and respondents are encouraged to limit such supplemental information to the maximum extent possible. Respondents are strongly urged to adhere to this page limitation as well as to limit marketing material in order to provide more substantive information in their response. Responses are to be submitted via e-mail to Betty Sebastian at Betty_E_Sebastian@nbc.gov no later than 1700 EDT 10 December 2010. 7.RESPONSE PART 1: COMPANY PROFILE AND DEMOGRAPHIC INFORMATIONThe Army is interested in understanding the characteristics of the potential Offerors responding to this Request for Information. Accordingly, responses to the following questions are requested in the Template provided in Table 2 or an equivalent layout.Table 2: Company Profile and Demographic InformationITEMINFORMATION REQUESTEDRESPONSE1-1Organization Name (if organization has experienced name changes, please list all previous names used)1-2Number of full-time employees as of date of this Notice1-32009 Gross Revenue1-42008 Gross Revenue1-5Year established/founded1-6Company ownership (public, private, joint venture)1-7Business Classification / Socio-Economic Status (e.g., Large, Small Business, 8(a), Women owned, Hub-zone, SDB, Service-Disabled Veteran Owned)1-8Industry (NAICS) Codes (North American Industry Classification System) and business size for each NAICS codeNAICSSIZE 8.RESPONSE PART 2: RESPONDENT EXPERIENCEThe Army is interested in understanding the experience of the respondents to this Request for Information as against the scope of the AESD requirement. For the purpose of this Request for Information, "Experience" may include both the Respondent's Corporate engagements and projects, as well as relevant experience supplied by key individuals prior to employment with the Respondent. Accordingly, each respondent is asked to provide the Army an understanding of its experience through a narrative description utilizing Table 3 below and aligned to the scope areas defined in Table 1 above and listed again below: (Scope Area 1: Task Order Management intentionally excluded)1.Scope Area 2: Transition Planning and Execution2.Scope Area 3: Enterprise Service Desk 3.Scope Area 4: Call Handling Solution4.Scope Area 5: Distributed Dispatch Support5.Scope Area 6: ESD Fielding6.Scope Area 7: ESMS Fielding7.Scope Area 8: Enterprise Support Management System Development, Configuration, and Release Management8.Scope Area 9: Enterprise Support Management System (ESMS) Operations Support9.Scope Area 10: ESMS Platform Hosting Table 3: Respondent ExperienceESD SPIRAL 2 SCOPE AREA(aligned to Table 1 above)CLIENT NAME AND/OR TYPE (DoD, Federal Civilian, State/Local, Commercial)DESCRIPTION OF THE RESPONDENT'S EXPERIENCE (including period of performance, contract value, and major achievements) 9.RESPONSE PART 3: MARKET RESEARCH TECHNICAL QUESTIONNAIREThe Army is interested in the various industry perspectives on the key issues listed below. Accordingly, each respondents is asked to respond to each question utilizing the response type suggested. Table 3: Questionnaire Please contact Melissa McAbee at Melissa_M_McAbee@nbc.gov for Table 3 Questionnaire information. Due to limitations in the system, this information could not be listed.
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