Field Operations Support II

The Department of Homeland Security, US Citizenship and Immigration Services has a continuing requirement for Information Technology User and Field Operations Support (NEON) II.

Solicitation Summary

The Department of Homeland Security, US Citizenship and Immigration Services has a continuing requirement for Information Technology User and Field Operations Support (NEON) II.

Solicitation in a Nutshell

Item

Details
Agency Department of Homeland Security, US Citizenship and Immigration Services
Solicitation Number 70SBUR24I00000009
Status Pre-RFP
Solicitation Date 04/02/2025
Award Date 12/2025 (Estimate)
Contract Ceiling Value $170,885,000
Competition Type  Full and Open / Unrestricted
Type of Award  Task / Delivery Order
Primary Requirement Information Technology
Duration Contract completion by Feb. 7, 2031
Contract Type  Task Order
No. of Expected Awards N/A
NAICS Code(s):
541519

Other Computer Related Services
Size Standard: $34.0 million annual receipts except 150 Employees for Information Technology Value Added Resellers
Place of Performance:
  • OCONUS
  • CONUS
Opportunity Website: https://sam.gov/opp/604c703f93964e169c79e98ea4cccbfe/view

Background and Scope

USCIS processes applications and petitions for immigration and citizenship benefits, promotes an awareness and understanding of citizenship, and ensures the integrity of the United States immigration system. These functions and processes include employment authorization, asylum, resident alien processing, and citizenship naturalization. USCIS OIT provides information technology (IT), expertise, and the strategic vision necessary to enable USCIS to deliver effective, efficient, and secure immigration services and products. OIT leads USCIS in the design, development, delivery, and deployment of IT services and solutions that are transforming the nation’s immigration system.

USCIS OIT has a continuing requirement for IT operations and maintenance (O&M) at locations nationwide and overseas.  The NEON II contract will ensure USCIS can effectively meet its mission by providing highly skilled technical staff that can bring to life innovative technology solutions.

The Contractor shall provide a broad range of direct IT support services at USCIS CONUS and OCONUS sites under this section. Site locations are contained in Draft Performance Work Statement (PWS) Attachment 1. The scope of customers and equipment the Contractor shall support includes the following:

•CONUS and OCONUS Offices: approximately 230 domestic and 20 overseas sites

•Supported users: ~27,000

•Desktops and laptops: ~ 41,111

•Printers and peripherals: ~25,000

•Servers: ~1,200

•Mobile Devices: ~15,000

The following outline lists the technical task areas associated with this requirement.

  • Service Desk Operations Services
    • Service Desk Tier 0 – Tier 2
    • Incident Management
    • Knowledge Management
    • Problem Management
    • Service Request Management
      • Specialized Support
    • Critical Incident Response Team (CIRT)
  • Field Support Services
    • Deskside Support (CONUS/OCONUS)
    • Asset Inventory Support
    • Disposal Preparation Support
    • Encryption Services
    • Video Conferencing and Audio/Video (A/V) Operations and Maintenance (O&M)
    • Local On-Site Cabling
    • Infrastructure Implementation
    • Mobile Devices Services
    • Deployment Services
    • Server O&M
    • Training Support
  • Service Center Support Services
  • Account Management Services
  • Hardware Incident Resolution

In addition to the above, there will be Transition and Program Management task areas associated with this requirement.

Requirements

N/A

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