The purpose of this requirement is for the Justice Management Division, Chief Information Officer (OCIO)’s Service Delivery Staff (SDS) and DOJ Components to procure necessary IT services. The Contractor shall provide enterprise-level end to end Service Desk tasks and Infrastructure Monitoring and Management services to support JMD and Components in meeting mission requirements and achievement of operational objectives.
The Contractor shall provide services based on the Enterprise Core Services listed below such that the Government can benefit from the existing services and the economies of scale. The Contractor shall present a solution that easily provides for evolution of services and that provides a proactive approach to ensuring service evolution and innovation occurs. Evolution includes technological effectiveness in meeting JMD and Components’ mission and providing reduced cost and increased efficiency over time.
The Government requires the solution to encompass the following service categories:
a. Transition Services
b. Program Management Services
c. Service Desk Operations
d. Infrastructure Monitoring and Management Services
The overall objective of this task order is to provide highly secure, cost‐effective, performance‐based, innovation‐minded services for the DOJ Components. The Contractor shall provide solutions that achieve the following program objectives:
a. Provide all technology, solutions, and services with minimal operational risk and in compliance
with applicable Federal, JMD, and Component policies, practices, regulations, and security
b. When integrating continuous information technology improvements or introducing change into
the environment, prevent interruption (or degradation) of access and use of critical systems.
c. Improve Component agility to respond to new Federal policies and regulations.
d. Provide continuous process improvement within a lifecycle approach to delivering the Services.
This includes providing the rapid deployment of the full range of end user and system devices and
software, including communication devices, networks, peripherals, and supporting services that
will accommodate the diverse needs of the Component.
e. Optimize Component end user effectiveness through the efficient use of industry standard IT
f. Leverage Contractor and industry best practices (ITIL, CMMI, etc.) when managing, developing,
implementing, and maintaining the IT services specified in this SOW.
g. Provide comprehensive Information Technology Continuity of Operations (COOP), Contingency
Planning (CP), and Disaster Recovery (DR).
h. Provide the appropriate Component authorized mobile tool configuration based on user functional
i. Provide full interoperability with DOJ Components CONUS and OCONUS and a high‐level of
responsiveness to all IT needs.
j. Provide the highest level of system security.
k. Provide the highest level of system availability.
l. Provide a high degree of client responsiveness.
m. Provide a single point of contact having immediate access to the full range of high‐level technical
expertise necessary to provide all requisite customer support.
n. Provide a high level of technical expertise to guide the Component for future technological
o. Ensure that Component IT support is fully aligned with the Component Strategic Plan.
p. Provide highly integrated, effective, and efficient print services to all Component users.
q. Provide highly unified, effective, and efficient communications services to all Component users,
using current technologies.
r. Provide effective and streamlined governance that fully integrates with JMD.
s. Provide enhanced capability to respond to the Component changing priorities quickly and
t. Optimize Component end user IT functionality.