The purpose of this contract is to provide Tier 2 and Tier 3 IT end user support services to USDA. This includes:
- Customer ticket (Incidents, Change Requests, Work Orders) response and resolution
- Account Management
- Hardware deployment, support, and upgrade
- Software deployment, support, and upgrade
- Telecommunications equipment deployment and support including wired and wireless (including VTC, VoIP and WITS)
- Equipment inventory and tracking
The contractor support services required include (a) support a wide range of acquisition system Operations and Maintenance (O&M) activities; (b) bolster support for OJP priorities with the Department of Justice (DOJ) PMO and external system owners, including integrated Award Environment (IAE) and eGov efforts (c) improve transparency, data quality, and communications (d) administration of acquisition system applications; (e) create and maintain key system documentation; (f) ensure that OJP acquisition system applications comply with all OJP/DOJ and federal security requirements; (g) support OJP acquisition operations ensuring alignment and adherence to federal, OJP/DOJ policies, regulations, laws and reporting requirements.
Revised RFI Documents July 1, 2024: The United States Department of Agriculture’s (USDA) Client Experience Center (CEC) is pursuing a competitive five (5) year (base year plus four one-year options) contract for Tier 2 – Tier 3 Combined End User Support Services.
Access the documents here:
GSA VETS2 RFI for CEC Tier 2 – Tier 3 Combined End User Support Services.1718402506754
PWS Draft Updated 7.1.24 Tier 2_Tier 3.1719866519788 (1)
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