Notice ID: TRANSCOM25D002
Related Notice: TRANSCOM24D002
The purpose of this contract is to acquire specialized technical and functional support, Tier I and/or Tier II technical support services for the DP3 and DPS applications, capability, and business functions. The following applications shall be supported (Appendix A and this PWS provides a description of additional applications associated with and impacting the list below):
- Defense Personal Property System (DPS) includes the DPS/Transportation Operational Personal Property Standards System (TOPS) Module and DP3
- MilMove System for the Defense Personal Property Program Increment 4
Support shall include DTSC Tier I omni channel ticket resolution, sustainment, and maintenance of the 5 ticketing software (presently ServiceNow (SNOW)), Defense Personal Property System (DPS) and MilMove IT System support, and DP3 functional/operational support. All tasks shall be performed in accordance with (IAW) regulations and guidelines addressed in this PWS. A ticketing software (SNOW or equivalent) must be approved by the Government and will be reimbursed under the Other Direct Cost (ODC) contract line item (CLIN). The ticketing software is required to create, track, escalate and de-escalate technical support issues using omni channel communication and online capabilities as detailed in this PWS. The ticketing software must also provide multiple reporting capabilities, as well as, providing the ability to manage all inbound and outbound technical service interactions with customers. The ticketing software must provide customer information to the Technical Support Representative (TSR) at the time of the call, the ability to search for known solutions, transfer and manage customer tickets using commercial best practices for effective customer support, and to bring technical support issues to a resolution quickly and efficiently.
This requirement includes gathering customer profile information including names, phone numbers, email, customer organization history, activities, requirements, past problems, and associated documentation for use in USTRANSCOM customer relationship management (CRM) strategy to provide Technical Support Representatives (TSR) an effective customer identity management approach. USTRANSCOM requires the use of an integrated customer relationship management solution, with automated omni channel communication capability, including automated chat and call distribution, that directs customers to the appropriate solutions and/or TSR based on customer’s issue or responses.
The DTSC must provide a technical solution that can connect with external applications using integrations such as leveraging application program interfaces (APIs) to fetch, create, update, or delete information with third-party applications. Examples of external applications/collaboration tool integration include integration with platforms like Slack, Microsoft Teams, and MilMove (where users can generate tickets from within the application), etc.
PWS includes the following task areas:
Task Area 1: Contract Management
Task Area 2: Sustainment and Maintenance – Ticketing Software and Omni channel communication Support
Task Area 3: DTSC Tier I Operations
Task Area 4: Tier II Support
This is a new requirement that has been separated from the existing contract HTC711-21F-D084 Information Management Systems Response Center (SRC). This contract is anticipated to be awarded on or about 23 May 2025.
The Period of Performance is a Base Period (Transition) is 1 Sep 2025 – 30 Sep 2025 with two option periods.
Related
Not Yet a Premium Partner/Sponsor? Learn more about the OS AI Premium Corporate and Individual Plans here. Plans start at $250 annually.