Highlight, alongside our partner Patriot LLC (Patriot), has been awarded the IT Service Center (ITSC) 2.0 consolidation contract to support the Small Business Administration (SBA) Office of the Chief Information Officer (OCIO). The contract consists of a 12-month base period with four (4) option years, resulting in an estimated contract value of $49 million.
The SBA OCIO is responsible for delivering IT services and managing the day-to-day IT service desk operations, including the agency’s enterprise IT general support system and data centers, consisting of ≥10,000 end users, six (6) major operating centers and 70 regional offices throughout the United States territories, one major call center, and multiple cloud-based services environments. The consolidation creates an integrated help desk and NOC function to streamline the management of SBA’s critical infrastructure and support services while improving delivery to the end users. The increase in the number of end users within the agency requires support from an experienced managed services provider with expertise in implementing customer experience (CX) improvements while understanding the overarching mission of SBA to “help Americans start, grow, and build resilient businesses.”
In collaboration with our prime partner, Patriot, Highlight is committed to delivering round-the-clock Network Infrastructure Monitoring, Incident Management, and comprehensive Service Desk operations support. We take immense pride in our ongoing dedication to SBA’s crucial mission.
For over 5 years, Highlight was pivotal in supporting SBA’s operations under a BPA offering mission-critical administrative, legal, financial, risk management, technical, and program management support. Our unwavering commitment was especially evident during the critical COVID-19 surge response, where Highlight provided essential assistance. Our contributions were consistently recognized with multiple CPARS, consistently earning ‘exceptional’ ratings for both Quality and Management in all our CARES Act support endeavors.”
“Highlight is proud to support Patriot in providing critical information technology services to the SBA OCIO. We look forward to working alongside the Patriot team in ensuring the SBA and its users receive exceptional support,” said Lia Melakou, Vice President of Mission Solutions.
“Patriot is excited to be able to support the SBA in fulfilling its important mission. We look forward to working with our partner, Highlight Technologies, to exceed the SBA’s expectations in providing support to their users and environments.”, said Anthony Russo, CEO of Patriot.
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