Limited Source Justification

Background
The United States Patent and Trademark Office (USPTO), specifically the Office of the Chief Information Officer (OCIO), is seeking to continue essential Service Desk (SD), Advanced Problem Resolution (APR), and USPTO Contact Center (UCC) services. These services are critical for supporting government and contractor personnel across the agency, ensuring uninterrupted end-user support and continuity of operations.

Epsilon, Inc. is the incumbent contractor with a Federal Supply Schedule Blanket Purchase Agreement awarded in April 2021, which is set to expire in September 2026.

Work Details
The contractor will provide support for enterprise IT service operations across various functions including UCC, OCIO SD, APR, Executive Support, Accounts Management, and Knowledge Management/Communications. Key tasks include:
- High-volume intake and resolution of user requests via multiple channels such as phone, email, virtual agents, instant messaging, Q&A portals, in-person submissions, postal mail, and internal ticket transfers.
- Documentation, categorization, tracking, and resolution of requests in compliance with USPTO procedures and performance standards.
- Provision of qualified personnel for management support including required training, quality assurance, and reporting.
- Continuation of mission-critical support without disruption during the transition to a follow-on contractor.

Period of Performance
The current contract period of performance extends through October 4, 2026, with an optional extension available through April 4, 2027.

Place of Performance
Alexandria, VA.

Bidder Requirements
Only Epsilon is considered capable of fulfilling this requirement due to its unique qualifications which include:
- Current operational knowledge of USPTO workflows and processes.
- Trained personnel familiar with USPTO's desktop computing environment.
- Ability to maintain service continuity without costly transitions or retraining.
- Experience in supporting rapid incident restoration and advanced troubleshooting necessary for maintaining high service levels.

Incumbent Analysis (see Incumbents section for more detail)
This opportunity appears to have a confirmed incumbent, with Epsilon awarded multiple OCIO Service Desk and Advanced Problem Resolution (APR) support contracts under GS35F0340Y-1333BJ20A00280019 and related contract IDs. The prior awards include OCIO Service Desk support (e.g., $72,825,038 for 06/04/20–04/04/26; $36,565,610 for 04/05/21–04/04/27) and APR services (e.g., $26,498,301 for 04/05/21–04/04/27), which align closely with the current requirement to provide service desk intake/resolution and advanced problem resolution functions for USPTO OCIO. The described scope reads like a continuation of the same enterprise IT service operations support model, including maintaining continuous service levels through ongoing staffing and troubleshooting support.