CBP RFI: Technology Helpdesk Services Support

Notice ID:  70B0425F

Performance Requirements:  Contractor support shall provide customer-focused technology service desk support in the following areas:

1. Program Management. Full range of Program Management support services for the purpose of operating an effective and efficient TSD, including training, quality assurance, and performance monitoring. Incoming and Outgoing Transition activities required to execute a smooth and effective transition on / off the project.
2. TSD Tier I Operations
   1. Tier I Internal Operations. Initial point of contact and Tier 1 support for all CBP customers (e.g., internal CBP system users).
   2. Tier I External Operations. Initial point of contact and Tier 1 support for Participating Government Agencies (PGA), importers and exporters (Trade) that access CBP applications.
3. Automated Commercial Environment (ACE) Account Service Desk (ASD). Provide Tier II support for ACE dealing with trade facilitation, trade compliance and trade enforcement. ACE is the commercial trade processing system developed by the CBP to become the “single window” through which international traders will electronically provide all information needed by federal agencies for the import of cargo.
4. Advanced Support Operations. Provide Tier II mobile device, email, and remote access support for CBP customers.

Contractor TSD support services shall resolve and/or process end-user reported IT issues/requests for nearly 300 system applications and to systems that may be added during the term of this task order. Projected TSD Tier I, ASD and Advanced Support call and/or ticket volume thresholds are available in Addendum C, D and E.

The contractor shall assist in adapting TSD’s support to meet changes to the CBP technology enterprise (changes that include development and deployment of new IT systems and changes/enhancements to existing systems. In anticipation of changes to the CBP technology Enterprise, the contractor shall:

• Assist in projecting potential impact to call/ticket volume
• Assist in the development and documentation of updated support policies and procedures
• Train contractor staff in updated support policies and procedures
• Provide notifications and announcements to customers regarding upcoming and recently deployed system enhancements

TSD services shall adhere to industry, DHS and CBP best practices, as well as the performance standards outlined below. Services include, at a minimum, incident/service request detection and recording, classification, investigation and diagnosis, resolution and recovery, closure, incident monitoring, tracking and communication using best practices solutions and continuous process improvement strategies in accordance with CBP Standard Operating Procedures (SOP’s) and policies.

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