Enterprise Information Technology (IT) Support Services and Solutions, FLETC

FEDERAL LAW ENFORCEMENT TRAINING CENTERS, GLYNCO, GEORGIAProcurement Division Request for Information (RFI)Sources SoughtEnterprise Information Technology (IT) Support Services and SolutionsIntroduction: This Request for Information (RFI) is issued for information and planning purposes only and does not constitute a solicitation nor does it restrict the Government as to the ultimate acquisition approach. In accordance with Federal Acquisition Regulation (FAR) 15.201(e), responses to this notice are not offers and cannot be accepted by the Government to form a binding contract. The purpose of this RFI is to identify capable sources and qualified vendors who can provide a broad range of enterprise IT support services and solutions for the Federal Law Enforcement Training Centers (FLETC), a Component of the Department of Homeland Security (DHS). The potential requirements cover all the FLETC training delivery points at Glynco, GA; Artesia, NM; Charleston, SC; and Cheltenham, MD. The

Government is not responsible for any cost incurred by industry in furnishing this information. All costs associated with responding to this RFI will be solely at the interested vendor's expense. Not responding to this RFI does not preclude participation in any future RFI, Vendor Day, or Request for Proposal (RFP), if any are issued. Any information submitted by respondents to this RFI is strictly voluntary. All submissions will become Government property and will not be returned. Interested vendors are responsible for adequately marking proprietary, restricted, or competition-sensitive information in their responses.Background:The FLETC headquarters is located at Glynco, Georgia, with additional training delivery points in Artesia, New Mexico, Charleston, South Carolina, and Cheltenham, Maryland. FLETC provides career-long training to federal law enforcement professionals and has grown into the Nation's largest provider of law enforcement training since it was established in 1970.FLETC's goal is to provide world-class law enforcement training to its students. The students represent DHS and more than 100 federal partner agencies and state, local, and tribal law enforcement officers. Additionally, FLETC's impact extends outside our Nation's borders through international training and capacity-building activities. More information about FLETC can be found at https://www.fletc.gov.Scope:FLETC is seeking vendors that can provide a broad range of enterprise IT support services and solutions for FLETC's Chief Information Officer (CIO) Directorate. The CIO Directorate is comprised of the following Divisions:The Enterprise IT Services Division (ITS) is responsible for the end-to-end customer experience and support for IT across the FLETC enterprise. ITS services include the FLETC IT Service Desk (ITSD), hardware and software acquisition and support, Microsoft 365 (M365) solution delivery, and IT Service Management (ITSM) practices implementation. ITS also serves as a conduit to DHS Office of the Chief Information Officer (OCIO), coordinating and managing environments hosted by DHS, including M365, DHS Mobility, and FLETC.gov.The End User Computing Services Branch (ITS/ECS) provides centralized IT support across the FLETC enterprise. The IT Service Desk (ITSD) is the primary point of contact for all incidents and service requests. ECS researches, procures, deploys, and supports enterprise IT assets:Desktop, Laptop, and Tablet ComputersPeripheralsSoftwareMulti-Function Devices (Printer/Scanner/Fax/Copier)Audio-Visual and Teleconferencing EquipmentClassroom, Conference Room, and Office TelevisionsMobile PhonesReasonable Accommodation of IT EquipmentThe ECS acquisition team manages Enterprise Software License Agreements and assists Directorates with IT acquisitions.The IT Service Management Branch (ITS/ISM) provides leadership, oversight, and support of enterprise solutions and services to promote FLETC-wide efficiencies and innovation. The ISM team develops and enhances processes that support the end-to-end delivery of IT services to customers. The M365 Solution Delivery support team focuses on implementing solutions to business problems using the Microsoft Power Platform, including Power BI, Power Apps, and Power Automate. Additionally, ISM is responsible for supporting and maintaining SharePoint Online and Teams.The ISM team supports several technical solutions, including:Microsoft 365 FeaturesTeams, SharePoint, and IntranetPower PlatformIvanti Service Manager services and supportFLETC Service PortalIncident ManagementService Request ManagementIT Asset ManagementFLETC FLIX Video Catalog and Live Streaming ServicesThe IT Operations and Support Division (OSD) manages and oversees the operations and maintenance of FLETC's IT infrastructure and delivers IT solutions across FLETC. These activities are accomplished through two branches that provide day-to-day support of the infrastructure components to ensure availability when needed by customers.The IT Infrastructure Branch (OSD/ITI) manages the enterprise IT network infrastructure, which includes FLETC networks and telecommunications systems.Network and Systems ManagementNetwork Asset ManagementDatacenter ManagementServer and Storage ManagementEnterprise System Backup and RecoveryLogical Access ControlNetwork Infrastructure (Wired and Wireless)Administrative NetworkTraining NetworkGuest Network for Students and Partner OrganizationsLand Mobile Radio InfrastructureAzure AdministrationDHS Enterprise ApplicationsIdentity Credential and Access Management (ICAM)Continuous Diagnostic and Mitigation (CDM)AppAuth and Single Sign-On (SSO) IntegrationFLETC Enterprise ApplicationsAfter Action Review (AAR) System AdministrationEnterprise Security System Support (ESS) System AdministrationFacilities & Maintenance System (FAMS) AdministrationCloud SolutionsInfrastructure Power ManagementTelecommunication ManagementAnalog and VoIP Telephone SystemsVoice Mail SystemAudio ConferencingFiber/Copper Plant Management- All SitesInside and Outside Cable PlantsThe Field IT Services Branch (OSD/FITS) supports the FLETC field sites as "boots on the ground" representatives for the CIO Directorate.Advocates and liaises between CIO and Site Directors for new IT requirements.Provides project coordination for the deployment of field site IT goods and services.Provides Tier II (hands-on) support for IT problem resolution.Supports onsite Fiber/Copper Plant activities for FLETC and Partner Organization cabling projects.Employs a Training Response Unit (TRU) at Glynco TDP to provide a quick-strike response to IT issues affecting the training mission.Provides limited and local support for FLETC’s use of the Homeland Security Information Network (HSIN).Provides onsite distribution and configuration of IT equipment at Cheltenham, Artesia, and Charleston TDPs for both training and administrative functions.Provides direct user support to Land Mobile Radio users (handheld and in-vehicle).The Cyber Security Division (CSD) is led by the FLETC Chief Information Security Officer (CISO), who is the senior management official responsible for the implementation and management of a comprehensive cybersecurity program designed to support a risk-based approach to protecting FLETC's sensitive information and IT systems.The Cybersecurity Program is comprised of the following functional program areas:Cybersecurity Risk Management & Compliance (CRMC) - responsible for strengthening FLETC's cybersecurity posture by effectively managing cybersecurity risks and ensuring compliance with federal laws and policies governing the operation and use of IT systems. CRMC works with business units and system owners to ensure they meet cybersecurity requirements and assist authorizing officials in making risk-based decisions to meet mission needs and maintain adequate safeguards against misuse and system security breaches.Network Operations Security Center (NOSC) – responsible for monitoring and protecting all FLETC IT systems and communications capabilities; reporting outages; coordinating recovery and resumption of critical IT systems and communications; and detecting and preventing cyber threats to the FLETC IT enterprise environment. The NOSC provides digital forensics capabilities that involve collecting, processing, and analyzing electronic evidence to support investigations of computer-based security incidents or suspected criminal activity involving a U.S. Government computer. The FLETC NOSC is part of a federated model of DHS components using Cyber Threat Intelligence to detect malicious activity and to thwart active, persistent threats against DHS personnel and the Department IT enterprise.Cybersecurity Awareness & Training (CSAT) – responsible for raising user awareness of cyber threats and best practices and promulgating role-based training for staff and contractors with significant cybersecurity responsibilities. Classified National Security Systems and Information (CNSSI) – The CISO is the principal broker for coordinating and provisioning classified computing capabilities for FLETC leaders and business units. Communication Security (COMSEC) – The CISO is the principal broker for coordinating and provisioning COMSEC equipment and capabilities to FLETC leaders and business units.The IT Business Management Division (IBM) manages FLETC's Information Resources Management Program, which comprises several enterprise-wide programs that are closely coordinated and integrated with all FLETC IT programs, all FLETC lines of business, and the corresponding programs at the Department.IT Capital Planning & Investment ControlIT Acquisition & BudgetManagement of the Consolidated IT Budget PortfoliosIT Acquisition ReviewInformation ManagementPrivacyPrivacy Oversight and TrainingPrivacy Compliance and ReportingDisclosureFreedom of Information ActPrivacy ActRecords ManagementForms ManagementSection 508Accessible TechnologiesAccessible InformationCIO Directorate Standard Operating ProceduresCentralized CIO Directorate AdministrationAdditional Services:The following list of services include current gaps in capabilities that FLETC would like vendors to consider when responding to this RFI.Quality ControlAcquisition SupportConfiguration ManagementBusiness AnalysisCustomer Relationship ManagementSystems IntegrationZero Trust Architecture SupportDivision Administrative SupportGuidelines for Submission:If your company can provide the depth and breadth of enterprise IT support services and solutions as described in the Scope statement, please respond to this RFI with the following information:What is the size and classification of your business (Identification of socio-economic status)? What strategic sourcing vehicles (SSVs), government-wide acquisition contracts (GWACs), indefinite-delivery/indefinite-quantity (IDIQs) contracts, or other contract vehicles are you a part of? What information would you need from FLETC to supply pricing estimates for the enterprise IT support services and solutions described in this RFI? Many of the enterprise IT support services and solutions are delivered onsite, but FLETC is seeking cost and performance optimizations by utilizing remote workers when appropriate.Can you support onsite and remote worker staffing to meet FLETC's enterprise IT requirements?How would you address geographic staffing challenges in remote locations like Brunswick, GA, and Artesia, NM, that require onsite support?How would you propose IT Service Desk optimizations utilizing a remote call center?Are there other cost and performance optimizations you have used effectively with other Federal agencies that you would consider using in your proposal? Based on your experience with other Federal agencies, do you believe the services described in this RFI can best be accomplished through a single contract vehicle, or would smaller, more discrete contracts improve FLETC's ability to find, manage, and deliver enterprise IT support services and solutions? If a single contract, please provide examples where you have provided this support.Instructions:The response should not be over five (5) pages, front and back, indicating any recent, relevant experience and magnitude in providing enterprise IT support services.Provide company and contact information, including UEI and Cage Code, street address, and a point of contact with phone number and email address.Note: Respondents are advised that the Government is under no obligation to provide feedback with respect to any information submitted in response to this RFI. Responses and discussions regarding this announcement will not be entertained, and no telephone calls will be accepted.Respondents wishing to reply to this RFI should submit the information listed above no later than Wednesday, September 6, at 5:00 pm EDT via email. Please include the referenced subject: 70LGLY23RFIEITSS in the email subject line.All information shall be submitted to Lynda Bush, email address at Lynda.A.Bush@fletc.dhs.gov.