MDA - End User Training and Customer Outreach - MRAS

The General Services Administration (GSA), on behalf of the Office of the Secretary of War, is conducting market research to gather information regarding capabilities related to providing end user training and customer outreach for IT solutions within the Missile Defense Agency (MDA). The MDA Transformation Task Force is responsible for delivering mission-critical communications and IT services globally to support missile defense operations. As part of this initiative, the agency aims to ensure effective utilization and adoption of its IT solutions by providing comprehensive training and outreach programs.

The primary work requested involves developing a robust End User Training program tailored specifically for MDA's diverse workforce, which includes approximately 10,000 users worldwide. The contractor will be tasked with crafting a Customer Training Plan that encompasses various training formats such as instructor-led sessions, virtual instructor-led courses, and computer-based training. This comprehensive approach will cover MDA applications, collaboration systems, and Unified Communication systems like video teleconferencing and telephony. Additionally, maintaining an up-to-date IT Training SharePoint Online site is essential for facilitating easy access to training resources.

In tandem with the training initiatives, the contractor must execute a proactive Customer Outreach Program designed to effectively communicate IT solutions that impact enterprise customers or executive staff members. This involves creating clear communication materials, notifications, banners, or images that promote training opportunities and ensure seamless transitions when new IT services are deployed. The outreach efforts aim to enhance end-user engagement and adoption rates by providing timely updates on IT capabilities from the Office of the CIO.

To support these efforts, government-furnished items such as office facilities, equipment, and information will be provided where applicable. Contractors are expected to manage these resources in line with federal regulations while adhering to stringent security requirements due to the sensitive nature of information involved. Work will primarily take place at various MDA facilities across locations such as Fort Belvoir in Virginia and Schriever Space Force Base in Colorado during standard business hours.