Mobile Devices Solution RFI

Request for Information (RFI) for The Department of State's Information Resource Management Cellular Service and Mobile Devices Program ABOUT THE DEPARTMENT OF STATE The United States Department of State (DOS) is the federal executive department responsible for the international relations of the United States. It promotes and protects the interests of American citizens by promoting peace and stability in regions of vital interest, creating jobs at home by opening markets abroad, helping developing nations establish investment and export opportunities, and by bringing nations and foreign partnerships together to address global problems, such as terrorism, the spread of communicable diseases, cross-border pollution, humanitarian crises, nuclear smuggling, and narcotics trafficking. Our mission is to shape and sustain a peaceful, prosperous, just, and democratic world and foster conditions for stability and progress for the benefit of the American people and for people everywhere. DOS is comprised of multiple bureaus with various missions in support of diplomacy. The bureau of Information Resource Management (IRM) supports DOS-wide information technology (IT) efforts across the Department. IRM is the specific organization within DOS that will be managing the cellular service and mobile devices program. PROGRAM OBJECTIVES Using the most contemporary models available in the market, DOS would like to implement an efficient and effective centrally-managed cellular service and mobile devices program that provides cellular service and mobile devices to employees. These models will include the use of best-in-class fulfillment processes, enabling technology, and policies that improve process compliance. Our goal is to have an efficient fulfilment model that minimizes the total cost of the fulfilment lifecycle, including the total cost associated with the initial provision of devices and cellular service, replacement of lost or stolen devices, upgrades to devices, changes to cellular service plans, and the discontinuation of cellular service and the return of devices. We also intend to have a program that is effectively administered, where the amount of time to provide cellular service and devices to employees is consistent with best-in-class customer service level agreements. PURPOSE This Request for Information (RFI) is issued as market research to determine the capabilities of cellular service providers and/or other appropriate entities in support of the DOS cellular service and mobile devices program. The Government seeks a greater understanding of market capabilities to deliver services in the most efficient and cost effective means possible. The Government does not intend to award a contract on the basis of this RFI or reimburse any costs associated with the preparation of responses. This RFI is issued solely for information and planning purposes and does not constitute a solicitation. All information received in response to this RFI marked "Proprietary" will be handled accordingly. Responses to the RFI will not be returned. In accordance with FAR 15.201(e), responses to this RFI are not offers and cannot be accepted by the Government to form a binding contract. Responses to this RFI will assist DOS in determining the potential level of interest, competition adequacy, and technical capabilities of potential contractors to provide the required products and services. The Government does not guarantee any action beyond this RFI. REQUIREMENTS The following are potential high level contractor requirements. The Contractor shall: 1. Provide text, data, voice service, and optionally mobile hotspot service for DOS users residing in the United States 2. Provide locked /unlocked mobile devices compatible with U.S. cellular networks which at a minimum will include phones, smartphones, hotspots, and tablets 3. Provide unlocked mobile devices compatible with international cellular networks, which at a minimum will include phones, smartphones, cellular USB modems and tablets 4. Support web-based self-service fulfilment tools for ordering approved equipment and cellular service 5. Employ a method to assist the DOS in reducing total cost throughout the fulfillment and support lifecycle. This could include managing existing lines of service through: right sizing of minutes/data allocation amongst users, pooling of minutes/data, billing review, and/or other innovative approaches 6. Provide compliance-focused procurement support, full understanding of the FAR and Federal requirements including Buy American, Trade Agreements, Advance Notice and Consent, Section 508, etc. 7. Have established agreements and provide considerable savings through volume discounts with their industry-leading mobile devices suppliers 8. Have established processes for expediting orders and deliveries, and established processes for escalations of issues 9. Provide reporting that provides visibility for the DOS program. Reporting should include, but not be limited to the number of orders, number of lines, number of lines activated, number of lines deactivated and usage. This should also include reporting capability by user, and other DOS organizational units (e.g. Division, Office, Bureau, etc.) 10. Fulfill orders with new equipment. The contractor may provide refurbished equipment with government pre-approval only. All refurbished equipment proposed shall provide the same level of functionality and be of the same hardware and software revision level as all new equipment provided and be warranted as new 11. Have established procedures for replacing devices that are still under warranty 12. Minimize risk by ensuring reseller(s) have effective supply chain risk management systems 13. Streamline the nature by which equipment is currently fulfilled 14. Provide innovative methods for provisioning and delivering mobile devices to international locations CURRENT DOS ENVIRONMENT In today's budgetary environment, all government Departments must strive to spend taxpayer dollars as efficiently as possible. The DOS, like other Departments, faces the challenge of providing important services and products to the American people while simultaneously reducing costs. To that end, DOS would like to put in place the most efficient and effective model for fulfilling cellular service and devices to personnel throughout the Department. The following details highlight an estimate of the profile of the current DOS domestic program. ? Number of Users: There are approximately 36,000 users operating on blackberry, Android, IOS and Windows platforms ? Total Annual Expense: The total annual expense for cellular service and mobile devices is approximately $16 million ? User Groups: There are at least four different user groups as follows: - Non-travelers based in the U.S. (the majority in the Washington, DC area) - Domestic Travelers based in the U.S. - International Travelers based in the U.S. - Employees who are based abroad in nearly every country in the world ? Fulfilment Model: Currently, there are multiple fulfilment models (e.g. request via phone, fax, e-mail, paper forms and web) ? Service Providers: We currently have four cellular service providers, including, AT&T, Sprint, Verizon and T-Mobile ? Technical Support Model: Technical support is currently being provided through the DOS using a call-center model RFI RESPONSE INSTRUCTIONS RFI responses should conform to the format below and provide the following information: 1. Section 1 - Cover Letter. The cover letter shall include the following: ? Company information - Include company name, point of contact and contact information (name, address, phone number, and email address), and a short description of the company's history and financial status 2. Section 2 -Capability Statement. The purpose of this section is to provide information that will assist DOS with making a decision about how best to contract for the required products and services. Your response should include the following a. Ordering Portal and Process - a brief description of your on-line portal, ordering processes, and procedures to give DOS an understanding of how it would place orders, how you would fulfill them, and how DOS will have visibility of order volume and status b. Similar experience - Please describe at least two, but no more than three contracts of similar size and scope to the anticipated contract c. Program management: Please provide a brief description of how you would manage the program to ensure compliance with the requirements listed in the "Requirements Section" and meeting defined service levels. Also suggest any additional contemporary innovative program management features for the fulfilment of cellular service and mobile devices that you believe would be applicable to DOS d. Support: Please provide a brief description of your capability and approach to providing support for devices sold under this potential contract e. Section 508 and TAA Compliance: Please provide a brief description of how the mobile devices you would supply comply with Section 508 of the Rehabilitation Act of 1973, as amended. SUBMISSION INSTRUCTIONS Responses to this RFI must total no more than 20 pages with text no smaller than 11 point, and 1 inch margins (top, bottom, left, and right); however, text included in graphics, tables, and figures can be no smaller than 9 point. The cover page, cover letter, and table of contents, are not included in the total page count. The submissions must be in sufficient detail and clarity to provide DOS with the information it needs. Please provide an electronic version of your response in Microsoft Word 2010 compatible files to: Ana Rangel, Contracting Officer, rangelae@state.gov, no later than August 26, 2015, 3:00 PM Eastern Time. The Government will not accept questions after August 24, 2015, 3:00 PM Eastern Time. Please submit questions to rangelae@state.gov. Please be advised that all submissions become Government property and will not be returned.