DHS ICE RFI: Homeland Security Investigations (HSI) Sunflower Help Desk Services

Notice ID: RFI_HSISunflwr

This is a Request for Information (RFI) for the United States (U.S.) Immigration and Customs Enforcement (ICE), Office of the Chief Information Officer (OCIO), Homeland Security Investigations (HSI) Technical Operations (Tech Ops) for Sunflower Help Desk Support Services.

Incumbent information includes:

• Incumbent: CGI Federal, Inc.
• Contract Number: 70CTD021FR0000175
• Period of Performance (PoP): Currently in OY-2 through 08/15/2024.

The OCIO provides information technology (IT) services and products that enable ICE and the Department of Homeland Security (DHS) to meet their mission. The OCIO is committed to providing excellent and efficient service to our customers to fulfil their IT needs. In order to meet these goals, the OCIO has developed a number of critical IT initiatives that will help ICE to modernize its IT systems, adapt and conform to modern IT management disciplines, as well as provide IT solutions throughout ICE.

HSI Tech Ops has utilized the Sentry module of SAMS since August 2014. HSI TechOps had the Sentry module configured to better support their operations; the existing project known as HSI Sunflower.

HSI requires ongoing help desk support for functional and technical requests related to the currently in use Sentry Module. These requests will be submitted by the HSI Tech Ops SAMS Point of Contact (POC) via email or phone to the established SAMS help desk between the core hours of 7:00 AM and 5:00 PM ET, Monday through Friday excluding holidays. HSI Tech Ops will provide troubleshooting capabilities required to access the system and process information required to resolve Tier 1 issues. The help desk resources will maintain the SAMS Help Desk email account for Tech Ops SAMS POC submissions of all Tier 2 and 3 issues.

For On-going System Support Services the Contractor shall:

1. Provide Tier 2 and 3 Operations and Maintenance Support to functional and technical requests related to the Sentry Module as submitted by the HSI Tech Ops SAMS POC(s) through email or phone calls to the existing SAMS help desk. Support days/hours of operations will be between the core hours of 7:00 AM and 5:00 PM ET, Monday through Friday (except Federal holidays) …
2. Implement reference data requests submitted to the SAMS help desk by the SAMS POC;
3. Ensure SAMS help desk support provides clarification on the previously provided training is intended to be complimentary and not re-training or additional training; and
4. Provide break-fix and support as needed as identified by help-desk request …

The Contractor shall provide technical resources available that have an understanding of how to assist Tier 2 resources in restoring the system to full operating capability. The Contractor shall perform analysis and apply, or coordinate the application of, appropriate corrective measures.  After-Action summaries and any revised troubleshooting scripts for Tier 2 and Tier 3 support must be completed within 7 business calendar days of problem resolution/closure.

Tier 1 – Receive basic customer issues from the ICE Service Desk, such as solving usage issues and fulfilling service desk requests that need IT involvement. If no solution is available, Tier 1 personnel escalate incidents to a higher tier.

Tier 2 – Experienced and knowledgeable technicians assess issues and provide solutions for problems that cannot be handed by Tier 1. If no solution is available, Tier 2 support escalates the incident to Tier 3.

Tier 3 – Technicians attempt to duplicate problems and define root causes, using product designs, code, or specifications.  Once a cause is identified, the company decides whether or not to create a new fix, depending on what caused the problem. New fixes are documented for use by Tier 1 and Tier 2 personnel.

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