Request for Information (RFI) USAF Communications Squadrons Requirement

1. BACKGROUND. The United States Air Force (USAF) has a requirement to improve the quality of IT Service Management within the Communications Squadrons. The USAF is working on standard Performance Work Statements (PWSs) to support Communications Squadron activities. Current plans are to compete these requirements under the Network Centric Solutions-2 (NETCENTS-2) NetOps and Infrastructure Solutions Indefinite Delivery/Indefinite Quantity (ID/IQ) contracts vehicles when awarded. In order to complete the metrics and service delivery summary portions of the PWS templates, the USAF requires vital information on industry's most-common service levels among external service providers and service recipients, as well as the high, low and most commonly used metrics being utilized by industry. This type of information would allow the USAF to create an improved service-level/performance based metric that can be assigned to each category of the current PWS templates to be utilized by Air Force and DoD customers. 2. PURPOSE. The USAF is interested in receiving industry's recommended approaches on forward-looking metrics that will drive improved network performance and real customer satisfaction. Specifically, the USAF is interested in predictive metrics to allow lead time to take actions and prevent outages. Additionally, the USAF is interested in metrics that use information from industry recognized tools and applications to give early indication of potential trouble areas in the network or services provided. The USAF may also consider using some of these metrics in the PWS for the future re-compete of the 844th Communications Group Information Technology (IT) Services contract (FA7012-04-C-0003). The USAF also plans to hold 1-hour meetings with interested companies at which time the Government could discuss ideas with leading companies in the IT community. 3. REQUIREMENTS. The following are service areas that the Government would like input and feedback on customer service level/performance based metrics. a. Infrastructure Support i. LAN/WAN Infrastructure Support ii. Network Infrastructure Support iii. Network Integration iv. Network Encryption v. Network Architecture/Configuration Management vi. Systems Administration vii. Telephone Switch Operations and Maintenance viii. Defense Red Switch Network (DRSN) Support b. Network Operations i. Network Infrastructure Security ii. Performance Management Services IAW AFI 33-115V1 iii. Security Management Services IAW AFI 33-115, volume 1, paragraph 7.2.1.4 iv. Enterprise Storage v. Configuration Management vi. Fault Management c. Client Service Center i. Help Desk ii. Network Operations/Control Center iii. Customer Satisfaction 3. DISCLAIMER. This RFI is issued solely for information and planning purposes and does not constitute a solicitation. All information received in response to this RFI that is marked Proprietary will be handled accordingly. In accordance with FAR 15.202(e), responses to this notice are not offers and cannot be accepted by the Government to form a binding contract. Responders are solely responsible for all expenses associated with responding to this RFI. Responses to the RFI will not be returned. 4. CONTACT INFORMATION. The 1-hour one-on-one meetings will be on a first-come basis during March and April 2010. Interested firms are required to schedule their participation in the meetings no later than 22 Mar 2010. Responses should be submitted by e-mail to the Contracting Officer, Mr. Michael V. Lee, at 240-857-2157.