TSA Online Learning Center (OLC) Helpdesk and Technical Support Services

The Transportation Security Administration s (TSA) office of Training and Development (T&D) is responsible for developing, delivering, managing, and measuring all mission-critical training and learning activities for TSA. In 2003, TSA acquired a Commercial-off-the-Shelf (COTS) Learning Management System (LMS) and complementary SAP SuccessFactors software to serve as TSA s Online Learning Center (OLC). The OLC is a state-of-the-art cloud-based system that serves as TSA s official System of Record for all TSA training. T&D operates and manages the OLC and is seeking to issue a task order for this continuing support services requirement. T&D is not seeking to replace its OLC Learning Management System or SAP SuccessFactors software application. The chosen vendor shall provide the following OLC frontend technical support services as defined by the Department of Homeland Security (DHS) and commercial best practices which include a range of LMS lifecycle management support requirements: Program/Project Management (PM) Systems Engineer/Subject Matter Expertise (SME) Information System Security Programming/Configuration Management Data reporting support Communications/Change Management Helpdesk support for approximately 70,000 OLC end-users