USCIS RFI: Technical Operations Support Services (TOSS)

This is an active RFI on GSA MAS

Inherent to the EID mission is the management of the Technical Operations Center (TOC). The TOC is the central monitoring, coordinating, remediating, and reporting authority for critical incidents, maintenance, and outages for the USCIS Enterprise Architecture.  The TOC is located at the USCIS Enterprise Operations Center (EOC), Stennis Space Center, Mississippi.

The TOC focuses on proactive identification of new capabilities and tools to address and remediate emerging threats and to satisfy new requirements for improved services.  In this regard, the TOC evaluates and assesses new enterprise monitoring tools, capabilities, and technologies to ensure they effectively manage the USCIS enterprise infrastructure to mitigate risks of outages and improve the user experience. The overarching objectives are:

• Provide for proactive monitoring of enterprise health and ensure optimal network availability and performance in support of organizational productivity
• Provide for timely resolution of incidents while monitoring trends and identifying and addressing root cause of common technical problems and documenting solutions to common problems before they become trends
• Ensure accurate discovery, assessment, and documentation of the operational baseline coupled with accurate and timely performance reporting
• Continuously evolve and improve monitoring techniques by implementing industry best practice,new tools, and innovative methods to include Artificial Intelligence for IT Operations (AIOps)

In meeting the objectives of this PWS, the Contractor will be expected to collaborate with OIT divisions, multiple business offices within USCIS, and external partners to conduct the work. Furthermore, the Contractor will be exposed to various USCIS IT programs and business initiatives and will be expected to cooperate and interact with multiple contractor groups supporting other aspects of USCIS IT operations. The contractor must provide seamless cooperation and productive interaction among all involved parties. Professional and productive collaboration among all supporting groups is of paramount importance to USCIS OIT senior management.

The scope of this PWS includes the following functions:

• Enterprise Monitoring (CONUS/OCONUS)
  • USCIS Networks
  • Systems
  • Applications
  • Services
• Critical Incident Management
  • Incident Reporting
  • Incident Escalations
  • Incident Resolution
  • Root Cause Analysis
• Engineering, Infrastructure, and Implementation Support
  • Operations and Maintenance Support
  • Policy Input
  • Program and Project Management
  • Dashboard Management and Reporting
  • End‐to‐End Performance Monitoring and Alerting
  • Customer Service
  • Performance and capacity assessment, monitoring, and planning
  • Develop and implement Automation and Orchestration …

Implementation of this scope will require the contractor to utilize multiple commercial off‐the‐shelf (COTS) software tools and programs, which will likely change and evolve throughout the duration of the contract. USCIS reserves the right to change the strategic direction of the technical implementation of the Task Order. This includes adapting to new and/or evolving technical approaches, as well as providing technical and program support to research, consult, and implement emerging technologies that the USCIS Chief Information Officer (CIO) deems appropriate to support the Agency’s goals, objectives, and strategic vision.  USCIS requires the ability to respond to emerging technology and trends that may benefit the customer. Trends may include, but are not limited to, technologies such as robotic process automation (RPA), Artificial Intelligence (AI), and Machine Learning (ML).  Surge capability shall be required to provide to assess and implement technological advances as they arise to include integrating technologies into the Agency’s landscape, as necessary …

The Period of Performance for this Task Order will be: Base Period 10/01/2025 – 09/30/2026 with four option years.

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