Notice ID RFI-23-EUSO-01
The USPTO’s IT Product Catalog currently has thirty (30) products aligned to one (1) of four (4) product lines: Patent Product Line, Trademark Product Line, Enterprise Business Product Line, and Enterprise Infrastructure Product Line. Each product is comprised of both legacy systems that the USPTO is stabilizing, maintaining, and operating and modern solutions that are being planned, in progress, or in production. The USPTO has prepared initial product roadmaps with prioritized epics for each of the 30 products within the four product lines. The support under this contract will be provided to the Enterprise Infrastructure Product Line (EIPL) supporting End User Services (EUS). Enterprise Infrastructure Product Line (EIPL): The Enterprise Infrastructure Product Line encompasses products and product components that focus on delivering value to internal users. The product line includes major infrastructure solutions that underlie the mission product lines (Patent and Trademark) and Enterprise Business. Products in this line cover end-user equipment (e.g., laptops, monitors, etc.), network, platform, security and disaster recovery, cloud, and IT innovations. Efforts to support this product line are more closely aligned to infrastructure operations, maintenance, and recovery. There are 12 Products and 130 Teams supporting EIPL Product Line. The End User Service (EUS) Product includes 24 components and 30 teams. EUS Product has 38% using the cloud with migration ongoing. EUS support teams use the Service Management Platform (SMP) to leverage established policies and structured processes, performed by the USPTO to plan, deliver, operate, and control the information technology (IT) services offered to customers. The current ITSM product (Service Now) manages the workflow of service delivery of the following: Request fulfillment, Incident Management, Knowledge Management, Problem Management, physical Asset Management, Change Management, Release Management, Service Level Management, Configuration Management Database (CMDB) and other integrated solutions along the organization value stream. The current mobile device services product implemented by USPTO is Intune…
The objective of the EUSOS effort is to optimize and improve efficiency of End User lifecycle support to include production operations, maintenance as well as improvements and new implementations through Agile teams that are cross-functional and have the skills needed to deliver business value to each sprint or iteration…
USPTO intends to use a rapid staged market research approach which seeks to efficiently engage industry early in the process and foster innovation especially in the market research for End User Services. This innovative RFI market research model allows the USPTO and Industry participants to rapidly and collaboratively co-create solutions, moving efficiently from market research survey to possible solicitation and then to potential award with maximum transparency and minimum time. The EUSOS market research envisions a process using a “show me, don’t tell me” approach – asking Industry for evidence-based IT and End User Services applicable to USPTO’s specific mission of granting patents and registering trademarks over several stages…
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The End User Service (EUS) Product includes 24 components and 30 teams