DHA Request for Information (RFI): Military Health System (MHS) Enterprise Technology Support

REQUEST FOR INFORMATION: Military Health System (MHS) Enterprise Technology SupportAUTHORITY: The Defense Health Agency (DHA) Component Acquisition Executive (CAE) (J-4) is issuing this Special Notice Request for Information (RFI) for the purpose of Market Research as required by the Federal Acquisition Regulation (FAR) 15.201 and FAR 10.002.  This notice does not obligate the Government to award a potential contract or otherwise pay for the information provided in response.  Responses to this RFI are not offers and cannot be accepted by the Government to form a binding contract.PURPOSE: The DHA Deputy Assistant Director Information Operations/J-6 (DAD IO/J-6) is seeking information on enterprise information technology (IT) services, focused on the goal of implementing enterprise IT services consistent with industry best practices to support a large, global healthcare organization. INTRODUCTION:DHA was created as a joint, integrated Combat Support Agency that supports the delivery of

integrated, affordable and quality health services to MHS beneficiaries.  It is responsible for driving integration of clinical and business process across MHS through a shared-service strategy.Department of Defense (DoD) began a multi-year transition of Military Treatment Facilities (MTFs) from Military Departments (MILDEPs) to DHA for purposes of implementing an integrated system of readiness and health as required by Section 702 of the fiscal year (FY) 2017 National Defense Authorization Act (NDAA) and updated in the FY 2019 NDAA.  At the end of the transition all DoD MTFs will be subject to authority, direction and control (ADC) of DHA through DHAs Market-based management model.  This ADC will include all IT service and support capability as well as transition to DHA of any existing and proposed operations support staff currently delivering those IT service and support capabilities under control of MTFs.  The intention is to sustainably control operational costs by establishing rigorous control, accountability, traceability and transparency with operational efficiencies gained through a global enterprise shared services model.DoD Healthcare Management System Modernization Program Management Office (DHMSM PMO) has the explicit mission to field a modernized Electronic Health Record (EHR) system, supporting 8.6 million beneficiaries and replacing MHS legacy systems to result in a framework dependent upon the supporting data communications network and enterprise services infrastructure, including data center(s), server hosting, and end-user platform capabilities enabling more than 146,000 MHS personnel to support the continuum of health services.  DHA's DAD IO/J6 Infrastructure Operations Division (IOD) is therefore tasked to provide a standardized, robust and highly available infrastructure and enterprise core services, scoped from end-user desktop to data center, through which DHMSM can achieve its EHR goal while adhering to the cost containment and operational efficiency standards required by recent NDAAs.   DAD IO/J6 IOD has identified a significant and pressing need to refine its operational IT service delivery model with the following focus:•·         Standardized, consistent and repeatable processes for delivery of IT services across the DHA enterprise to optimize use of shared resources.•·         Data-driven, evidence based and measured improvement of operational processes and IT services through the adoption of industry best practices.•·         Continuous assessment of value and on-going operational optimization that drives efficiencies through redesign, redirection and/or automation.  CURRENT OPERATIONAL CONSTRUCT:DHA uses a tier-based support structure currently centered around a global service center (GSC) which provides a single-point of contact for customers for routine, non-complex office and mission medical enterprise application assistance with structured elevation of more complicated issues to upper levels within the service center and more formal transfer to tier 2 enterprise service technicians outside the service center.  GSC is underpinned with a robust knowledge article repository which provides procedural guidance and solutions to resolve routine and non-routine calls, such as ticket categorization, assignment and escalation procedures with staff dedicated to review of knowledge artifacts to ensure continual operational optimization and process improvement.The Global Network Operations Center (GNOC) provides senior level subject matter experts supporting the MHS IT enterprise.  Responding to visual alerts, automated events or elevated calls from the GSC, the GNOC is the operational backbone in DHA's network and systems support and provides initial infrastructure fault isolation, major incident management, including those that span operational agencies, service restoral coordination and outage status reporting and post outage analysis. Enterprise service support staff members provide management standards, including version control on desktop, server, database and core infrastructure component build and release; network communication circuit management, directory services policy and service structure administration, software package lifecycle management; administration and operational support of data storage infrastructure; equipment lifecycle planning and response, and configuration baseline and compliance management on all enterprise systems, services and equipment. At DHA regional sites and large medical inpatient facilities, IT infrastructure technicians and tier 2/3 application support staff perform routine maintenance on local area network (LAN), platform, storage and database capabilities using tool-based automation where practical.  These centers are staffed 24/7, with non-local system and enterprise support requirements available through after-hour escalations from GNOC. At other DHA medical, operational and administrative facilities, local technical staff provide hands-on and eyes-on assist to central or regional staff whose technological reach is limited.  Tickets or calls may be transferred from GSC or GNOC to these site-based staff.  The following provides a general description of the supported environment:•·         1,212 CONUS/OCONUS physical buildings of which nearly half are large in-patient facilities, the remainder being smaller clinic or ancillary treatment facilities, administration, or educational research installations. •·         Network connected devices (EUDs, servers, printers, network connection and protection, etc.) is estimated at 850,000.•·         Users estimated at 250,000; over half of whom are health-care providers.•·         Estimated call volume of 90,000 per month. POTENTIAL SCOPE OF SERVICES:The scope under consideration includes the functions listed below and is subject to change:•1.      IT operations support and lifecycle management.•2.      IT asset planning and management. •3.      Cyber Security monitoring and reporting, to include incident monitoring, reporting and resolution.  Security event data logging and reporting.  •4.      Data Center administration, management and operations with expertise and skills for physical site management such as floor space, mechanical, electrical, ventilation, cabling, lighting, raised floor control and cable planning and management through monitoring, management, reporting and analysis of physical, environmental, electrical and cooling capacity.  •5.      Facility physical security and access control, with supporting systems and services.•6.      Platform, storage and database technologies administration, operations, support, and lifecycle management.•7.      End-user computing administration, support and lifecycle planning and management, including form factors such as laptops, desktop/workstations, and hand-held mobile or peripheral devices, excluding cellular or mobile communication devices.•8.      Enterprise directory service administration, support and operation to include user and computer authentication, directory services, replication services, group policy and trusts, and electronic software package build and delivery.•9.      Enterprise identity and access management, operation and administration to include end-user profile administration, component, system, service authentication and authorization and control, and mobile access to secure mobile messaging platform.•10.  Information Technology call and event-based service support center providing first and second tier assistance for commercially available or Government acquired or developed MHS and general office productivity applications and services.  •11.  Operations Centers to manage network, system and service operational activities for one or more operational delivery centers. •12.  LAN (wired and wireless) management, operational support and administrative control at all DHA facilities which may include large in-patient treatment facilities, varying sized medical treatment clinics; general administrative research facilities, other lines of business and enterprise data centers.  •13.  Site-based technical support for hands-on assist of end-user computing, wired and wireless local area network and DHA purpose-built network gateway protection suites located at designated data center facilities. Additionally responsible for compliance and information assurance related activities as needed in support of the IAM. •14.  Provide VOIP based telephony services to meet DHA CONUS and OCONUS site requirements as needed.  INFORMATION SOUGHT BY DHA: DHA request a response to the following questions:•1.      Provide the following information about your company.  If submitting a team response, please include the requested information for all companies on the team:•a)      Company Name•b)      Point of contact (POC)•c)      Address •d)     POC Phone Number•e)      POC email address•f)       Business Type (e.g., Large Business, Small Business, Small Disadvantaged Business, 8(a), HUBZone, Woman-owned Small Business, Service Disabled Veteran-owned Small Business, Veteran-owned Small Business)•g)      Indicate if you anticipate transitioning to other than a "Small Business" in the next eighteen months•h)      Indicate if your company possesses a Facility Security Clearance.  If so, indicate at what level.  •i)        Contract vehicles your company has been awarded that address the scope of services described in this RFI.  For each contract vehicle, specify:•·   Agency•·   Vehicle name and type (e.g., IDIQ contract, Blanket Purchase Agreement)•·   Prime or Subcontractor•·   Period of Performance•2.      Use template below to provide requested information for up to three (3) projects your company/team has performed within the past five (5) years.  Please complete one table per project. Projects can be government or commercial.  Agency/Customer Project Name Contract Vehicle and Task Order Number (if applicable) Contract value, or in the case of a Task Order, the Task Order Value (for base and options) Period of Performance (for base and options) Place of Performance (CONUS and/or OCONUS) Prime or Subcontractor % of Work Performed Description of work performed Security Clearance requirements (number of personnel and level of clearance and/or designation such as IAT or IT Levels) Innovative Solutions or Services Delivered Scope Mapping to this RFI Place an X in the brackets next to each scope area that was part of the referenced project.  Do not modify the list of scope items.[  ] 1.  IT operations support and lifecycle management[  ] 2.  IT asset planning and management[  ] 3.  Cyber Security Operations[  ] 4.  Data Center Operations[  ] 5.  Facility Security and Access Control[  ] 6.  Platform Operations[  ] 7.  End Users Computing Administration[  ] 8.  Directory Services[  ] 9.  Identity and Access Management[  ] 10.  Service/Help Desk[  ] 11.  Operation Center Management[  ] 12.  LAN/WLAN Operations[  ] 13.  Site-based Technical Support[  ] 14.  VOIP Based Telephony Services and Support Table 1: Previous Experience•3.      What is your recommended approach to providing the services listed in the scope section above?•4.      Given the variety of skills needed to provide services of this size, scope and complexity, how can resource needs be locally met while adhering to principles of centralized economies? •5.      How will DHA's potential scope of services integrate with other DoD initiatives in the future (e.g. cloud migration, DISA common services)?•6.      How can services described in this RFI be most effectively measured and priced?  Please provide examples of successful Service Level Agreements, measures/metrics, and pricing models (e.g. consumption based) used on previous contracts.•7.      Please recommend any commercial companies with highly effective enterprise IT services (i.e. best practice leaders) that DHA should interview as part of its market research.  DISCLAIMERS AND IMPORTANT NOTES:  THIS NOTICE IS NOT A REQUEST FOR PROPOSALS.  This notice constitutes solely a market research effort as described under FAR 10.002.  This notice does not obligate the Government to award a potential contract or otherwise pay for the information provided in response.  The Government may invite certain respondents to an in-person meeting as a follow-up to this RFI.  The Government will not pay for expenses related to this in-person meeting.The Government reserves the right to use results of the communications with industry for any purpose consistent with, and not otherwise prohibited by FAR Par 10.  Any organization responding to this notice should ensure that its response is complete and sufficiently detailed to allow the Government to determine the organization's qualifications to perform the work.  Respondents are advised that the Government is under no obligation to acknowledge receipt of the information received or provide feedback to respondents with respect to any information submitted.  After review of the responses received, a pre-solicitation synopsis and solicitation may be published in Federal Business Opportunities.  However, in no case, shall responses to this notice be considered a response to a solicitation or a submission of an unsolicited proposal, as defined by FAR 2.101.  RFI responses that fail to address information sought will not be reviewed by the Government.  CONFIDENTIALITY:  No proprietary, classified, confidential or sensitive information should be included in your response.  Industry responses will be shared with DHA staff for the purpose of market research.  The Government reserves the right to use any non-proprietary technical information in any resultant solicitation(s). SUBMITTAL INSTRUCTIONS:Submittals should be emailed to both jennifer.n.felt2.civ@mail.mil and raul.j.garcia4.civ@mail.mil on or before 4:00 PM Central Time on 30 September 2019.  Submittals should be no more than 12 pages total, single spaced, 1 inch margins, minimum 11 point font size for text and 9 point size for tables and figures, NEXT STEPS:  All responses will be reviewed and assessed by DHA staff.  Some potential industry sources may be subsequently invited to present additional details and answer questions regarding their submittals at an in-person meeting with the Government.  Selected RFI respondents will be notified what areas the Government would like to discuss on or about October 7, 2019 with sessions occurring on or about October 15-17, 2019 in San Antonio, Texas.  If any information is inadvertently shared during the in-person meetings that could directly affect proposal preparation it will be shared in a timely manner with all potential offerors to avoid providing any offeror with an unfair advantage.Each response will be maintained by DHA as source of market research information and may be published on an internal SharePoint site.We greatly appreciate your time and look forward to learning from the submission.