IT MANAGED SERVICE PROVIDER

The United States Holocaust Memorial Museum is seeking an IT managed service provider to deliver comprehensive, customer-focused technical support under an IT Service Management framework, serving all museum personnel including employees, volunteers, and contractors. The solicitation, issued on May 19, 2026 under number 95476726R0071, offers a base year followed by four optional years, with an estimated award date of July 6, 2026 after evaluation of proposals due by June 18, 2026. Proposals must be submitted via email to the contracting officer, and only firm-fixed-price contracts will be considered. The scope includes on-site support at the Museum’s Washington, D.C. location and regional DMV facilities, requiring full-time staffing capable of supporting approximately 7,000 users across seven locations, with vendors required to demonstrate past performance managing similar-scale environments or face disqualification. The contract mandates strict adherence to operational standards including asset labeling, cable management, NIST 800-53 compliant data sanitization, and daily time and attendance tracking. All personnel requiring access must undergo an FBI fingerprint-based background check and annual suitability determination by the Museum’s Office of Personnel Management, with vendors submitting detailed summary reports for each individual. The evaluation process prioritizes technical approach, past performance, and corporate viability over price, with non-price factors deemed significantly more important than cost. Acceptance of services is based on rigorous performance metrics including 95% accuracy in deliverables, 100% SLA compliance, 90% knowledge base accuracy, and quarterly customer satisfaction scores, with non-compliance triggering negative CPAR reports and potential option non-exercise. Contractors are prohibited from using the Museum’s name or logo in marketing without written approval, must flow down ethical and subcontracting restrictions to all sub-tier vendors, and are precluded from public announcements regarding the contract without written consent. Pricing must be submitted for all five years with annual escalation, and unbalanced pricing in option periods will result in proposal rejection.