U.S. Senate Information Technology Support Contract (ITSC) V - Draft Release   2

Background
The U.S. Senate Office of the Sergeant at Arms (SAA) is responsible for managing the Information Technology Support Contract (ITSC) V, which aims to outsource essential IT services in support of the IT Support Program. This program provides comprehensive support services for workstation and server hardware, operating system software, application software, maintenance services, and on-site support for Senate offices across Washington, DC, and all fifty states.

The contract encompasses two primary components: Help Desk Services and IT Installation Services, which are designed to work collaboratively to ensure seamless support for Senate operations.

Work Details
The contractor will be responsible for a variety of tasks under this contract including:
1. **Installation Team Responsibilities**:
- Product acquisition and installation
- Hardware relocation and maintenance
- Break-fix issues management
- Warranty repairs execution
2. **Help Desk Team Responsibilities**:
- Providing Help Desk services accessible to both DC and state office staff
- Ensuring timely responses to IT issues during standard business hours
- Conducting remote troubleshooting as needed
3. **Collaboration**: Both teams must maintain open communication lines, share relevant information, and coordinate efforts to resolve customer problems promptly. System Consultants will facilitate collaboration between teams to enhance service delivery.
4. **Quality Assurance**: The contractor must be ISO/IEC 20000 certified and maintain quality assurance practices throughout the contract duration.
5. **Service Level Agreements**: The contractor must adhere to established service levels with associated incentives and penalties outlined in the contract.

Place of Performance
The work will primarily be performed at Senate facilities in Washington, DC, as well as designated locations specified in task orders issued under this contract.