The Department of Homeland Security (DHS) The US Department of Homeland Security, Management Directorate, Office of the Chief Information Officer, IT Services Office has an ongoing requirement for Headquarters Information Technology Services to include Desktop Support Services (DSS).

• The Department of Homeland Security (DHS) has a vital mission: to secure the nation from the many threats we face
• The DHS Office of the Chief Information Officer (OCIO) developed and maintains a single, DHS Wide Area Network infrastructure environment that is reliable, scalable, flexible, maintainable, accessible, and secure, ensuring operational excellence from the Local Area Network to the data center, internet, and cloud mission applications
• Within the DHS OCIO, the IT Service Operations (ITSO), Headquarter Service Division (HSD) is responsible for all HQ unclassified infrastructure operations supporting approximately 10,500 users with 12,500 assets consisting of desktops, laptops, thin clients, printers (personal), large copiers / multi-function devices, servers, and unclassified video-teleconference (VTC) units
• The current operating environment consists of Win10 secure host baseline (SHB) on a standard image
• The users connect to the office productivity suite and mission applications through a local area network, wireless LAN, a virtual private network (VPN), or through a VPN Trusted Internet Connection
• User’s data is stored locally, in a data center or in the cloud, based on the specific use case
• Operations are supported by a Continuity of Operations program consisting of a Disaster Recovery, Devaluation, and Reconstitution plan
• The DHS OCIO is contemplating the feasibility of a managed service approach to continue the Information Technology and Desk-side End-User Support Services
• Vision and Goals:
  • Consolidate and optimize A-LAN Information Technology Support Services
  • Reduce Contract Overhead through the reduction of multiple support contracts
  • Provide a single flexible contract vehicle which capability for service desk, end-user technical support, engineering, asset management, and operational project support
  • Transition to an As-a-Service (aaS) managed structured contract
  • Increase operational efficiency by removing bottlenecks via the reduction of contract seams
  • Utilize state of the art tools, processes, and procedures that will enhance customer services leveraging technology in order to reduce the number of needed service technicians
  • Generate innovative service delivery techniques that will increase cost savings
  • Implement real-time service performance metrics, leveraging Artificial Intelligence capability, to identify areas of service improvement and reduce user downtime
  • Implementation of a program that incorporates the full management of hardware and software for procurement, tracking, distribution, accountability, and disposal leveraging existing tools
  • Ability to provide desktop engineering and image configuration management that has little to no impact on the customer
  • Implementation of an integrated Service Desk, Video and Operations Center (VOC) that manages all aspects of the environment
  • Enhanced real-time reporting to the customers and OCIO leadership leveraging technology capabilities
  • Enhance coordination capabilities with the enterprise and cloud providers for services such as Office365, SharePoint, and AirWatch
  • Enhance data storage capabilities (on premise and cloud), for move, backup, retention, recovery, archive, and restoral
  • Provide real-time ability to know “What is” and “Who is” on the network at all times
• Scope:
  • The increasing mission demands and growth of the Department of Homeland Security is driving the need for IT services to be more robust, reliable and efficient
  • The current support service operations are centrally focused on users within the National Capital Region (NCR)
  • DHS HQ users are now more widely dispersed causing a change to this support model to support users across the Continental United States (CONUS), and as well as possibly Outside Continental United States (OCONUS)
  • DHS’s current support model is a Government-Owned, Contractor-Operated (GOCO) environment of end-user devices and is seeking to transition to a Contractor-Owned, Contractor-Operated (COCO) environment that includes scheduled technology refresh and modernization of end-user equipment
  • By transitioning to a new support model, DHS expects contractors to provide continuous innovation that reduces operating costs, improves security, increases customer service, and provides an improved end-user experience
  • Also, it is expected that solutions may leverage such techniques as virtualization, thin client, mobile computing, and others

The scope of this procurement is to acquire services that will provide complex, integrated, unclassified, IT solutions offering management of DHS HQ IT operations, service delivery, and support IT project requirements. The scope of services includes:

• Program Management
• Project Management
• IT Service Support
• Engineering Services and Support