Sources Sought for Desktop Support Services for DHS

This Sources Sought notice, HSHQDC-12-R-00097 titled, "Desktop Support Services" replaces previously issued RFI, HSHQDC-12-R-00053 titled, "Managed Desktop Services." As a result, all matters relating to HSHQDC-12-R-00053, "Managed Desktop Services" is now obsolete. The Department of Homeland Security has a potential requirement to develop a world class Desktop Support Services (Help Desk, Switchboard Operations, End-User Services, Network Operations and Maintenance, and Engineering Services) program which will improve IT service and support for DHS Headquarters and supported components both within the National Capital Region (NCR), non-NCR locations (Continental United States (CONUS)) and limited locations Outside the Continental United States (OCONUS). The contractor will create and maintain value for our end-users through an enhanced service delivery model that is focused on operational excellence, innovation, repeatable processes, and provide a secure, stable, and customer oriented desktop support model that provides end-users the tools and services, and maintenance necessary to achieve the mission of the Organization. Additionally, to minimize operational and organizational costs, the contractor will provide knowledge of industry best practices; including structured IT service management approaches as are defined by the current Information Technology Infrastructure Library (ITIL) framework, and governance frameworks as found in the Control Objects for Information and Related Technologies (COBIT), Projects in Controlled environments (PRINCE2), IT Governance Framework (ValIT) and Framework for Management of IT Related Business Risks (RiskIT). The contractor will also be responsible for providing effective ticketing methods and processes that map to customer credentials to allow for easy service request tracking and reduced repeat calls to the service desk, be responsible for the management of assets and contributing to a asset management program, and ensure DHS users have the right IT resources at the right time to perform their jobs efficiently and effectively with minimal disruption to services. The contractor will also be responsible for IT help desk services which includes call center services (e.g., receipt, documentation, and routing of requests for services) and IT service desk services (i.e., initial triage and resolution of IT specific services requests), and must provide expansion capabilities that are able to meet increasing demand. The information provided is not the full range of services DHS requires but simply provides a high level overview of this potential requirement. The Government requests that responses to this Sources Sought notification be in the form of a capability statement. Responses should also contain the identity of any Federal Government contract vehicles that might be used to provide the services described above. Please submit all responses to this Sources Sought notice to FalconMDS@hq.dhs.gov.