TSA RFI: Information Technology Enterprise Infrastructure Support Services (ITEISS)

Notice ID:  70T03024RFI7667001

TSA is currently exploring alternate models of IT management and support. Specifically, TSA is seeking information about: the possible IT service delivery models to provide the required support; recommended Service Level Agreements (SLAs)/Service Level Requirements (SLRs) to measure contractor performance and service delivery; industry best practices for adoption and integration of emerging technologies; Enterprise Architecture (EA); best practices for IT Operations & Maintenance (O&M); and the ability to scale up and scale down systems and services.

• IT Service Delivery Models: Includes the proactive yet cost-effective delivery of service operations in a Government-Owned Contractor-Operated (GOCO) IT environment by a third party. Includes identifying services that should continue to be consolidated or broken out into different service areas and the effects thereof.
• Service Level Agreements (SLAs) / Service Level Requirements (SLRs): SLAs related to the proposed service delivery model, preferably SMART (specific, measurable, attainable, relevant, time-bound). Key Performance Indicators (KPIs) / metrics that reflect Contractor performance of O&M and engineering activities. Qualitative, as well as quantitative, SLAs/SLRs, performance metrics and standards are anticipated. How to ensure that O&M activities are performed at a level that is timely and not on a “best effort” basis. How to determine the appropriate quantity of SLAs/SLRs while ensuring the Contractor performs at a high level of performance.
• Emerging Technologies: Includes the introduction, adoption, and onboarding of emerging technologies and services; modernizing or sunsetting of legacy IT systems and infrastructure; transitioning to “X as a Service” (XaaS) (to include transitioning to DHS or another government agency as a service provider) and embracing public and private cloud computing.
• Enterprise Architecture (EA): EA is the alignment of people, processes, strategies, information, and technology.
• Best Practices: Any additional IT methods or techniques that have consistently shown results superior to those achieved with other techniques to deliver cost-efficient, mission focused, customer-centric IT services, as demonstrated by experience.
• Scalability: The ability inside the contract to scale up and scale down support and other services as systems are increased in a cloud or data center, migrated to a cloud, decommissioned, shifted from other contracts to this, or vice versa. Identifying points (based on systems, hardware, virtual infrastructure, etc.) at which the Government would realize additional or reduced contract cost.
• Contract Administration: Includes recommendations as to whether the support should be under one contract or multiple, along with the structure (e.g. Firm-Fixed Price (FFP), Time and Materials (T&M), Labor-Hour (LH), or combination thereof) for each contract(s).
• Other Information: Information (metrics, directives, procedures, locations, etc.) required to respond to the requirements.

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