Sources Sought Notice for Information Technology Client Services for the U.S. Naval Academy

Sources Sought Notice for Information Technology Client Services for the U.S. Naval Academy The Naval Supply Systems Command (NAVSUP) Fleet Logistics Center Norfolk (FLCN) is issuing this RFI as a means of conducting market research to identify parties having an interest in and the resources to support the requirement for a non-personal services contract to provide Information Technology (IT) support in the Information Technology Services Division (ITSD) at the United States Naval Academy (USNA) and surrounding Annapolis Area Complex (AAC). The personnel will be working in the Client Services Department of ITSD with occasional work conducted for other departments within ITSD. A single award, Firm Fixed Price (FFP) purchase order action under NAICS code 541519 with a size standard of $34M is anticipated. Subject to FAR Clause 52.215-3, entitled "Solicitation for Information of Planning Purpose," this announcement constitutes a sources sought synopsis for written information only. This is not a solicitation and no contract will be awarded from this announcement. This request for information (RFI) notice is not to be construed in any way as a commitment by the Government, nor will the Government pay for the information submitted in response. Please see the attached performance work statement for full details. PROGRAM BACKGROUND The USNA ITSD provides voice, video and data communications service and support for selected organizations located throughout the Annapolis Area Complex (AAC). These offerings are a critical component of USNA ITSD's centrally managed and fully integrated responsibilities encompassing all AAC information technology. The USNA ITSD supports approximately 7,000 clients located throughout the 650-acre AAC and an additional 400 clients at the Naval Academy Preparatory School (NAPS) located in Newport, Rhode Island. IT on-site support requirements for NAPS are covered under a separate contract. The ITSD Client Services Department is responsible for providing IT support to all clients. Tier 1 support consists of receiving requests for service, providing telephone assistance in resolving reported problems, and tracking requests in a ticket management system from receipt of call to completion of service. Tier 2 support is invoked when telephone consultation proves inadequate to resolve the user's issues and consists of the resolution of a trouble ticket requiring a visit by information technology specialists to the client's work site or vice versa. Both Tier 1 and Tier 2 support also utilize remote assistance by connecting to client workstations in order to facilitate delivering services to customers within the AAC. IT support is accomplished by a blended team that consists of both government Full-Time Employees (FTEs) and contract personnel. Team members identify and deliver situation-specific information technology support services satisfying discipline-specific client needs (e.g. learning space operation and maintenance, technology-curriculum integration and coordination, faculty/staff education, rudimentary systems administration, etc.). Meanwhile, additional centralized team members are integrated into a fully functional Information Technology Service Center (ITSC) and maintenance facility located in USNA's Ward Hall. These centralized facilities coordinate critical common service and support activities (e.g. routine client information technology account administration, introductory client familiarization, general client walk-in assistance, building access for Ward Hall, software inventory and issuance, security and virus prevention updates, information technology asset management, information technology equipment troubleshooting and repair, etc.) to achieve benefits from scale economies at the enterprise level. The centralized facilities also provide an alternative entry point for resolution of client needs. Successful service outcomes require close cooperation and coordination between both provider groups which are facilitated through periodic discussion forums and routinely tracked using Government-provided Web Help Desk (WHD) software and regularly scheduled summary reports. Use of the ticketing system WHD is subject to change during the life of the contract. The Academic Technical Support Center (ATSC) is centrally located near academic buildings and primarily supports the academic faculty and staff. Hopper Hall support will support Computer Science, Cyber Science, and other departments within the Math and Sciences Division. Their computer systems are primarily Linux within classrooms and labs. Contractor support is required for a base period of 12 months and 4 additional option years. REQUIRED CAPABILITIES The Contractor shall provide services in support of the areas specified in Program Background (above). Specific tasks are outlined in the draft Performance Work Statement (PWS) attached to this announcement (Attachment 1). If your organization has the potential capacity to perform th