Information Technology User and Field Operations Support (NEON) II   2

Thank you to all vendors who have responded to the initial RFI that was posted on December 11, 2023 with response due date of December 28, 2023.

The purpose of RFI amendment #0001 is to gather additional information that is more specific to the technical aspect of the NEON II requirement. The questions are provided in the RFI Amendment # 70SBUR24I00000009_0001. Please see attached Amendment 0001 document "RFI_70SBUR24I00000009_0001 NEON II".

This notice is issued solely for the purpose of conducting market research in accordance with Federal Acquisition Regulation (FAR) Part 10 and does not constitute an Invitation for Bids, Request for Proposal, or Request for Quotations. No solicitation is being issued at this time and the Government makes no assertion that a solicitation will be issued. In accordance with FAR 15.201(e), responses to this notice are not offers and cannot be accepted by the Government to form a binding contract, nor do they affect a potential offeror's ability to respond to any future synopsis/solicitation, which may or may not follow or restrict the U.S. Government's eventual acquisition approach. Additionally, the U.S. Government is not obligated to, and will not provide reimbursement for any information that may be submitted in response to this notice. Respondents are solely responsible for all expenses associated with responding to this request for information. Respondents will not be notified of any results derived from a review of the information provided; however, information gathered may be used for future technical and acquisition purposes.

Background & Scope:

USCIS processes applications and petitions for immigration and citizenship benefits, promotes an awareness and understanding of citizenship, and ensures the integrity of the United States immigration system. These functions and processes include employment authorization, asylum, resident alien processing, and citizenship naturalization. USCIS OIT provides information technology (IT), expertise, and the strategic vision necessary to enable USCIS to deliver effective, efficient, and secure immigration services and products. OIT leads USCIS in the design, development, delivery, and deployment of IT services and solutions that are transforming the nation's immigration system.

USCIS OIT has a continuing requirement for IT operations and maintenance (O&M) at locations nationwide and overseas. The NEON II contract will ensure USCIS can effectively meet its mission by providing highly skilled technical staff that can bring to life innovative technology solutions.

The Contractor shall provide a broad range of direct IT support services at USCIS CONUS and OCONUS sites under this section. Site locations are contained in Draft Performance Work Statement (PWS) Attachment 1. The scope of customers and equipment the Contractor shall support includes the following:

CONUS and OCONUS Offices: approximately 230 domestic and 20 overseas sites

Supported users: ~27,000

Desktops and laptops: ~ 41,111

Printers and peripherals: ~25,000

Servers: ~1,200

Mobile Devices: ~15,000

The following outline lists the technical task areas associated with this requirement. For specific details, see the attached Draft PWS.

Service Desk Operations Services:

o Service Desk Tier 0 Tier 2

o Incident Management

o Knowledge Management

o Problem Management

o Service Request Management

Specialized Support

o Critical Incident Response Team (CIRT)

Field Support Services:

o Deskside Support (CONUS/OCONUS)

o Asset Inventory Support

o Disposal Preparation Support

o Encryption Services

o Video Conferencing and Audio/Video (A/V) Operations and Maintenance (O&M)

o Local On-Site Cabling

o Infrastructure Implementation

o Mobile Devices Services

o Deployment Services

o Server O&M

o Training Support

Service Center Support Services

Account Management Services

Hardware Incident Resolution

In addition to the above, there will be Transition and Program Management task areas associated with this requirement.