Service Desk and Deskside Support Services

The Texas Health and Human Services Commission (HHSC) is soliciting offers for Request for Offer (RFO) No. HHS0017021 to obtain Managed Services Staff for IT Service Delivery and Support (ITSDS) and Deskside Support Services (DSS). The scope of work includes Tier 1 support for DFPS, Enterprise, or TIERS customers, Tier 2 support for complex problem resolution, and on-site technical deskside support. All services must align with the ITIL Foundation framework for IT Service Management and comply with HIPAA standards for protecting health information. Performance will be measured through key metrics such as First Call Resolution (FCR) and Customer Satisfaction (CSAT) scores. The anticipated contract start date is August 2027, with an initial term of three years and options for two additional one-year extensions, plus a final one-year extension for immediate operational needs if necessary. Historical compensation for similar contracts is approximately 3,899,492.84 USD per fiscal year. To qualify, respondents must possess at least five years of experience in staff augmentation services and demonstrate financial solvency. Award selection will be based on best value, with evaluation weights split between experience (35%), cost (35%), and the narrative proposal (30%). Responses must be submitted by November 12, 2026, via the Online Bid Room or via two sealed USB drives delivered to the HHSC Response Coordinator in Austin, Texas. The submission must include a narrative proposal not exceeding 40 pages, a cost proposal in Excel format with active formulas, and various required affirmations and certifications. Failure to acknowledge solicitation addendums or meet minimum qualifications will result in disqualification.