National Defense University SALESFORCE PRODUCTION SUPPORT, ADMIN AND SUPPORT SERVICES

Background
The National Defense University (NDU) is seeking to establish production support and sustainment services for its existing Student Information System (SIS), known as NDU Connect.
This system is built on Salesforce using the Educational Data Architecture (EDA) framework and operates within an AWS GovCloud Plus IL4 environment.
The goal of this contract is to enhance and deploy additional SIS capabilities and business support features over the next two years.

Work Details
The contractor shall provide comprehensive services and expertise to support, enhance, fix, and sustain the existing deployed NDU Connect capabilities.
Specific tasks include:
- Full scope of Salesforce and DocuSign support activities.
- System/Salesforce/DocuSign administration.
- Release and deployment management support utilizing Azure DevOps.
- Problem and incident management.
- Tiers 2 and 3 support for end-user issues and troubleshooting.
- Security management.
Additionally, the contractor must report labor hours required for performance via a secure data collection site, adhering to specified Product Service Codes (PSCs) that exclude certain services from reporting.

Place of Performance
The contract will be performed at the National Defense University located at 300 5th Ave SE Bldg 62 Room 210, Fort Lesley J McNair, Washington, DC 20319-5066.

Incumbent Analysis (see Incumbents section for more detail)
This opportunity appears to have a confirmed incumbent based on the existing contract N0018925CZ005 awarded to Agility Technologies (value $3,017,443, 11/20/24–05/19/26) for “CONNECT STUDENT INFORMATION SYSTEM SIS SUPPORT SERVICES FOR THE NATIONAL DEFENSE UNIVERSITY NDU.” The prior work description aligns closely with production support and sustainment of the NDU Connect Salesforce-based SIS, including ongoing support activities such as administration, incident/problem handling, and release/deployment support. The current requirement similarly calls for continued Salesforce and DocuSign support, Azure DevOps release management, and Tier 2/3 troubleshooting/security management for the same deployed system.