FAA Integrated Service Center (ISC) Support Services

Questions & Answers / Clarifications

This document provides responses to vendor questions regarding the FAA Integrated Service Center (ISC) Support Services opportunity (Notice ID: 692M15-20-D-00004_Follow-on_RFI).

• ServiceNow Licenses: FAA currently uses ServiceNow for ITSM and other services. Additional licenses (FY26 - HAM Pro, SPM, Now Assist; Future - ITOM, SAM Pro) are planned.
• Modernization: Numerous FAA systems are targeted for modernization, focusing on low-code/no-code solutions and cloud migration.
• Technical Debt: The ServiceNow platform's technical debt is assessed as 'Low'.
• Incident/Request Volume: Detailed FY25 incident and request volumes by channel are provided, totaling 350,918 incidents and 92,779 requests.
• Performance Metrics: Clarifications are provided on the calculation of Call Abandonment Rate and Incident Re-Open Rate, including specific exclusions and time windows.
• Seat Definition (CLIN 002): A 'seat' is defined by an Active Directory account, with specific weighting for 'ATC Seats' (0.4) versus 'Non-ATC Seats'.
• Wireless Scope (CLIN 004): The enterprise wireless scope is considered steady-state support, not project-based.
• Training (CLIN 006): FAA will provide licenses for required training development tools (Articulate, Synthesia, Adobe CC, Zoom, MS Teams, eLMS).
• Scope Alignment: All documents provided, including Section C and various CLIN PWS files, should be considered for the scope of this opportunity.
• RFP Release: The FAA anticipates releasing a subsequent RFP in FY28, Q1, with an anticipated start date for the new contract in FY29, Q3.

These clarifications provide detailed information on technical environments, operational metrics, staffing models, and scope, which bidders should consider when preparing their proposals. The RFP release timeline has also been updated.

Statement of Work (SOW) / Performance Work Statement (PWS)

To provide comprehensive technical, operational, and engineering support services for the Federal Aviation Administration (FAA) Integrated Wireless Internet Access Point (WIAP) Network and associated Wireless controllers. The goal is to maintain, enhance, and expand the agency-wide wireless access capability.

• Program Support: Provide overall program support for the FAA WLAN Program, including planning, design, installation, configuration, integration, life cycle management, and Tier 2 network operations.

• Site Surveys: Conduct predictive and on-premises site surveys for new and existing facilities to analyze wireless network signals, validate performance, and determine optimal placement for wireless access points.

• Installation & Configuration: Install and configure Cisco Wireless Access Points (WAPs) and Wireless Controllers according to FAA standards. The scope is flexible to accommodate changes in vendor or device type.

• Troubleshooting: Perform on-site and remote troubleshooting for installation issues, RF interference, configuration conflicts, and connectivity problems.

• Cabling & Racking: Perform low voltage structured cabling, rack installations, cable terminations, testing, labeling, and documentation. Re-terminate existing cables and re-organize racks as directed.

• Hardware Management: Rack and stack Cisco wireless switches and network switches. Remove, inventory, and ship old hardware.

• Asset Management: Provide IT Asset Management services for financial, contractual, and inventory functions related to wireless hardware.

• Regional Team Lead (RTL) Duties: Schedule meetings, obtain floor plans, create Work Request Reviews (WRR) and Project Risk Plans (PRP), upload documentation, coordinate with Network Operations, and create Wireless Change Requests (CRs).

• UPS Support: Install, maintain, and manage Uninterruptible Power Supplies (UPS) for wireless network components.

• Installation Acceptance: 99% of sites must have client signature before technician leaves.

• Correct Installation: 100% of installations must be configured and installed correctly per FAA standards.

• Reporting: Weekly status reports and site documentation must be submitted on time 95% of the time.

• Surveys: Site surveys (predictive and on-site) and pre/post-implementation documentation must be completed and delivered on time 95% of the time.

• Period of Performance: April 15, 2025, through April 14, 2026.

• Place of Performance: Contractor and FAA designated facilities, as directed by the Government.

• Adherence to FAA Orders, standards, and NIST publications (e.g., NIST SP 800-53, 800-153, 800-94).

• Maintain a Quality Management System (QMS).

• Provide appropriately badged technicians.

• Coordinate with FAA Network Operations Team (NetOps).

• Transition-Out Plan required upon Contracting Officer direction.

Statement of Work (SOW) / Performance Work Statement (PWS)

This Performance Work Statement (PWS) outlines the requirements for providing integrated service center contract IT customer training support to the Federal Aviation Administration (FAA). The goal is to deliver dynamic, learner-centric IT training solutions to approximately 45,000 FAA employees worldwide, covering both commercial-off-the-shelf (COTS) and non-COTS products.

• Task Order Management Support: Administer and manage all aspects of the task order, including planning, scheduling, and reporting. Utilize provided project tracking tools.

• Remote Training Delivery: Coordinate, schedule, set up, and deliver customer-focused remote training using various mediums (e.g., eLMS, MS Teams, Zoom). This includes preparing course materials, managing virtual classrooms, and collecting student feedback.

• One-on-One Mentoring: Provide remote, one-on-one mentoring sessions on enterprise software and hardware, utilizing screen sharing. Sessions are typically 30 minutes and scheduled via MS Bookings.

• Training Material Development: Prepare, design, develop, update, and maintain training materials for COTS and Non-COTS products, adhering to adult learning principles and human-centered design. This includes course syllabi, lesson plans, video scripts, job aids, and more, ensuring compliance with Section 508 and WCAG standards.

• Face-to-Face Training Delivery: Coordinate, schedule, set up, and deliver in-person training sessions. This involves preparing materials, scheduling physical classrooms, and managing student attendance and feedback.

• Student Feedback: Maintain a 75% positive student satisfaction rating across all feedback surveys.

• Attendance: 100% instructor attendance at scheduled classes and mentoring sessions.

• Delivery Volume: Deliver a minimum of five remote classes per week (unless enrollment is below threshold) and 15 scheduled mentoring sessions per week.

• Material Delivery: Meet all identified target dates for training material delivery.

• Period of Performance: April 15, 2025, through April 14, 2026.

• Place of Performance: Contractor's facilities.

• Adherence to FAA Orders, standards, and guidance, including accessibility (WCAG, Section 508) and information security policies.

• Use of FAA-approved technologies and platforms, with adaptability to new or updated systems.

• Collaboration with FAA stakeholders, including the COR and TPOC.

• Transition-out planning in accordance with contract requirements.

Performance Work Statement (PWS)

This Performance Work Statement (PWS) details requirements for program management support for the Federal Aviation Administration (FAA) Integrated Service Center (ISC). The overarching goal is to provide enterprise-level IT services, including service center support, lifecycle asset management, IT customer training, and special projects support, while maintaining a high level of customer satisfaction.

This PWS defines requirements for overarching program and project management to support the FAA's mission needs. Key areas include:

• Program, project, and contract management to ensure timely and effective performance across all ISC task orders.
• Technical leadership and staffing, including identifying a Program Manager and maintaining a Key Personnel List.
• Development and maintenance of program-level plans such as a Program Management Plan (PMP), Quality Management System (QMS), Training Plan, Subcontractor Management Plan, and IT Security Plan.
• Program oversight, including participation in status and performance meetings and Quarterly Program Management Reviews (PMRs).
• Program reporting and documentation, including Monthly Status Reports (MSRs), Monthly Financial Overview Reports, and Inventory Reports.
• Financial and administrative management, including travel, personnel security, clerical, logistics, and asset management.
• Support for contract transition-in and transition-out activities to ensure seamless service hand-offs.

Performance will be monitored using the Award Fee Plan and task order-specific Performance Requirements Summaries. The Contractor must implement a Quality Management System (QMS) to ensure high-quality products and services, including processes for performance monitoring, reporting, self-inspections, audits, and customer satisfaction measurement.

• Period of Performance: Projected start date around April 15, 2030, for a duration of ten years.

• Place of Performance: Contractor site(s) and worldwide FAA facilities.

• Adherence to FAA Orders, standards, and guidance.

• Maintenance of technical currency and a qualified workforce.

• Implementation of ITIL methodologies for Service Center Support.

• Compliance with IT security requirements (FISMA, NIST, DOT, FAA policies).

• Development and maintenance of various program-level plans and reports as specified.

• Participation in required meetings and reviews.

• Management of government-furnished property and inventory.

Solicitation / RFP / RFQ

This document outlines the requirements for an enterprise-level IT support contract for the FAA's Integrated Service Center (ISC), sponsored by the FAA Office of Information Technology (AIT). The procurement is for an Indefinite Delivery/Indefinite Quantity (IDIQ) contract with a hybrid award fee, fixed price, and time and materials (T&M) structure.

The contract will involve task orders issued against the base IDIQ Performance Work Statement (PWS). Key CLINs (Contract Line Item Numbers) and their anticipated award types include:

• CLIN X001 - Program Management: Awarded as a Fixed Price Award Fee (FPAF) task order. Award fee is capped at 3% of awarded fixed-price task orders.

• CLIN X002 - Service Center Support: Awarded as a Fixed Price per seat task order, subject to downward price adjustments based on performance metrics.

• CLIN X003 – Lifecycle Asset Management – End-User Device Support (LCAM EUD): Initially awarded as T&M with ceiling hours/dollars, with a potential conversion to Fixed Price per asset.

• CLIN X004 – Lifecycle Asset Management – Backend Infrastructure Support (LCAM BI): Initially awarded as T&M with ceiling hours/dollars, with a potential conversion to Fixed Price per asset.

• CLIN X006 – IT Customer Training Support: Awarded as a T&M task order.

• CLIN X007 – Special Projects Support: May be awarded as Fixed Price or T&M. The FAA may create new task areas based on project outcomes.

• Contract Type: IDIQ, hybrid FPAF, FP, and T&M.

• Period of Performance: Ten (10) years.

• Task Order Period of Performance: Will not exceed one year.

• Funding: Incrementally funded at the task order level.

Work will be ordered via task orders. Pricing details are provided in Exhibit B-001. Performance must adhere to the Base IDIQ PWS and applicable task order PWSs.

Not specified in this section.

All terms and conditions apply to all task orders unless otherwise specified. Transition activities will occur under CLIN X001.

Statement of Work (SOW) / Performance Work Statement (PWS)

This document outlines the requirements for the Integrated Service Center (ISC) 2.0 contract, aiming to provide enterprise-level IT support to the Federal Aviation Administration (FAA) through an industry-standard service delivery model focused on service improvement, technological leverage, and remote support.

The ISC 2.0 encompasses:

• Service Center Support: A 24x7x365 single service center for incident management, service requests, and IT solutions.
• Lifecycle Asset Management (LCAM): Support for end-user, backend infrastructure, and mobile devices, including provisioning, configuration, and disposition.
• IT Customer Training Support: Enhancing FAA employee proficiency with IT equipment and COTS products.
• Special Projects Support: Addressing non-standard, emerging, or evolving IT needs.

The scope covers all FAA worldwide facilities, approved hardware/software, and all FAA end users (employees and contractors). The level of support will adapt to evolving FAA IT needs.

Key performance areas include:

• Timely, seamless, and quality IT support.
• Continuous improvement of customer satisfaction and IT processes.
• Efficient and effective organizational structure emphasizing remote service delivery.
• Adherence to Service Level Agreements (SLAs) and performance metrics.
• Robust Service Center operations, including 24x7x365 availability and Disaster Recovery/Continuity of Operations Plans.

The contract is anticipated to have a 10-year duration. Places of performance will be specified in individual task orders, covering all FAA worldwide facilities.

• Contractor personnel must speak fluent English.
• All assets managed will be procured and owned by the FAA.
• Emphasis on remote support over on-site support, with limited dispatch of technicians when necessary.
• Utilization of FAA-provided ITSM platform (currently ServiceNow).
• Adherence to FAA IT security policies and procedures.
• Recommendations for new technologies and methodologies are encouraged.

Questions & Answers / Clarifications

This document contains RFI questions aligned to anticipated sections of the FAA/AIT IT Service Desk Performance Work Statement (PWS). The questions are intended to refine requirements, metrics, and pricing constructs for IT Service Desk surge support.

• Scope of Services / Service Desk Operations: Questions focus on how organizations provide IT Service Desk surge support within a ServiceNow ITSM environment, including triggers, response timelines, scalability limits for Tier 1 and Tier 2 support, and integration with steady-state operations.
• Staffing, Workforce Management, and Surge Capacity: Inquiries address staffing models for surge requirements (e.g., pre-positioned resources, on-demand staffing) and associated constraints or dependencies.
• Pricing Structure and Contract Type: Questions explore pricing models for surge support within a Firm Fixed Price (FFP) IT Service Desk contract, management of contract re-baselining due to efficiencies, and mechanisms for managing workload variability.
• Performance Standards and Metrics: The document seeks identification of industry-standard and surge-specific metrics (including customer experience, service resilience, and continuous improvement) relevant to FAA/AIT operations within a ServiceNow environment.
• Tools, Processes, and Continuous Improvement (AI and Automation): Questions delve into the use of AI-enabled and automation capabilities within ServiceNow for Service Desk operations, including virtual agents, self-service, intelligent routing, and proactive incident management.
• Governance, Security, and Risk Management: Inquiries cover governance, security, privacy, and risk considerations for AI, automation, and surge support models, as well as lessons learned from supporting federal agencies.
• Transition-In, Innovation, and Service Maturity: Questions address how organizations incorporate innovation and operational efficiencies over the contract lifecycle.
• Lifecycle Asset Management, End-User Device Support: Specific questions are posed regarding the management of remote computer deployments and the tools/processes for imaging computers.

These questions are designed to inform the final PWS and may influence the requirements, metrics, and pricing structures presented in the official solicitation. Bidders should consider these areas when preparing their responses and proposals.

Performance Work Statement (PWS)

This Performance Work Statement (PWS) details the requirements for Service Center Support for the Federal Aviation Administration (FAA) Office of Information and Technology (AIT). The goal is to provide comprehensive IT support to FAA personnel, ensuring efficient incident resolution, service request management, and overall IT operational maturity.

• Service Center Operations: Provide 24x7x365 multi-channel, single point of contact (SPOC) support for end-users and IT infrastructure. This includes managing incidents and service requests via phone, email, online portal, and chat, aiming for maximum first-call resolution.

• Technical Dispatch: Offer on-site technical assistance for hardware and software issues, including infrastructure troubleshooting, printer support, and end-user device maintenance. This includes on-call and on-demand support.

• Executive Support: Provide priority IT support for VIP executives, including on-site and remote assistance for hardware, software, and mobile devices.

• Platform Support: Manage and administer the FAA's enterprise IT Service Management (ITSM) platform, currently ServiceNow, including configuration, updates, security, and user access.

• Knowledge Management: Develop, maintain, and administer the FAA's Knowledge Management System (KMS) to ensure a current and accessible repository of solutions and guidance.

• Reporting Services: Provide near real-time and on-demand reporting on Service Center performance, incident trends, service request fulfillment, and other key metrics.

• Adherence to Service Level Agreements (SLAs) and Acceptable Quality Levels (AQLs) as defined in Exhibit B-003.

• Key metrics include Average Speed to Answer (ASA), Abandoned Calls, Incident Resolution Rate, First Contact Resolution (FCR), and Request Fulfillment times.

• Regular reporting on performance, trends, and compliance is required.

• Period of Performance: April 15, 2025, through April 14, 2026.

• Place of Performance: Contractor site(s), FAA site(s), or telework.

• Hours of Operation: Service Center support is 24x7x365. Executive Support operates Monday-Friday during core business hours.

• Technology: Utilize the FAA-provided ITSM platform (ServiceNow).

• Security: Adhere to FAA security requirements and applicable regulatory standards.

• Transition: Develop and execute a Transition-Out Plan.

• Deliverables: Various reports, plans, and manuals are required on a scheduled basis.

Statement of Work (SOW) / Performance Work Statement (PWS)

To provide Lifecycle Asset Management (LCAM) for end-user devices, ensuring compliance with mandates, preventing data loss, maintaining technical currency, and controlling software licensing costs for the Federal Aviation Administration (FAA) Office of Information and Technology (AIT).

• Perform asset management for laptops, tablets, desktops, and peripherals throughout their lifecycle.

• Implement repeatable processes for tech refresh activities, replacing at least 25% of end-user clients annually.

• Schedule, manage, and perform computer deployments for LCAM, break/fix, and other replacements.

• Provision devices ad-hoc for Helpdesk incidents, onboarding, and service requests, with same-day shipment for replacements within CONUS.

• Facilitate computer and peripheral repair, including data recovery and wiping.

• Manage, track, and maintain inventory of devices and peripherals for incident resolution.

• Perform intake, packaging, and disposition of excess equipment in accordance with FAA policy.

• Support process improvement initiatives for LCAM efficiencies and data/tool aggregation.

• Perform large-scale device imaging and configuration management.

• 95% compliance for configuration, data accuracy, and shipment timeliness (break/fix, new hires, LCAM).

• 90% compliance for LCAM deployments within 2 weeks.

• 95% compliance for IT asset disposition timeliness.

• Maintain an average of 240 computers deployed per week.

• 95% compliance for asset transfers within 14 business days.

• Period of Performance: April 15, 2025, through April 14, 2026.

• Places of Performance: Contractor site(s) and FAA facilities.

• Contractor must provide necessary facilities.

• Adherence to FAA Orders, standards, and guidance.

• Maintain a Quality Management System (QMS).

• Provide daily and weekly deployment status reports.

Performance Work Statement (PWS)

This Performance Work Statement (PWS) outlines the services required to expand and mature the Federal Aviation Administration's (FAA) Enterprise Support Platform, primarily ServiceNow. The goal is to fulfill evolving mission-critical needs, ensure service continuity, and support the agency's digital transformation and IT modernization roadmap.

• Platform Enhancement: Implement new ServiceNow modules and capabilities, mature existing functionalities, and promote cross-functional automation to meet business objectives across various FAA Lines of Business and Staff Offices.

• Service Delivery: Provide comprehensive services including project intake, stakeholder engagement, gap analysis, requirements gathering, configuration (prioritizing Out-of-the-Box - OOTB), limited customization (with FAA approval), application development, system integration, testing, deployment, training, and post-implementation support.

• Methodology: Utilize Agile Software Development Life Cycle (SDLC) methodologies for enhancements and implementations.

• Integration: Design and implement integrations with other FAA systems to ensure data consistency and streamline workflows, adhering to FAA cybersecurity and data governance requirements.

• Optimization: Analyze and re-engineer FAA business processes to leverage ServiceNow capabilities for automation, standardization, and efficiency.

• Reporting: Develop dashboards, visualizations, and performance indicators for real-time insights into operational performance.

• Adoption: Support user adoption through training, documentation, and readiness assessments.

• Architecture: Provide advisory support for platform architecture, capacity planning, and demand assessment.

• Deliverables must be complete, accurate, legible, and free of errors.

• Monthly Status Reports (MSRs) and Monthly Financial Reports (MFRs) are required.

• Executive Briefing Materials are required.

• Deliverables will be inspected for content, completeness, accuracy, and conformance to standards.

• Period of Performance: August 15, 2025, through August 14, 2026.

• Place of Performance: Contractor site(s), FAA site(s), or telework.

• Compliance with FAA governance directives, configuration management, system security protocols, and ServiceNow best practices.

• Prioritize OOTB configuration over customization.

• All customizations require FAA approval.

• Use existing ServiceNow entitlements and licensing to the fullest extent possible.

• Contractor must provide all necessary staffing, tools, systems, and expertise.

• A dedicated Project Manager with relevant credentials is required.

• Develop and maintain a Program Management Plan (PMP).

• Transition-Out Plan required 180 days prior to contract end date.

Statement of Work (SOW) / Performance Work Statement (PWS)

This document outlines the performance requirements and associated price adjustments for Service Center Support under CLIN X002. It details how contractor performance against specific metrics will impact per-seat pricing.

The core of this document defines various performance metrics for Service Center Support, including:

• Service Center Metrics: Covering aspects like speed of answer (daily and monthly), call abandonment rate, email/online portal response rate, first contact resolution (FCR) rate, customer satisfaction, incident resolution times (by priority and VIP level), outage notifications, technical participation, status updates, after-hours notifications, post-incident reports, and incident re-opened rate.
• Knowledge Article Metrics: Including updates, new article drafting, SME technical review, standard publication, knowledge feedback tasks, story development/remediation/deployment completion, security & privacy documentation, ATO package completeness, and POAM remediation.

Each metric has defined Performance Standards and Acceptable Quality Levels (AQLs). Failure to meet these standards results in a reduction of the monthly Service Center Support per-seat price. The maximum per-seat price reduction is capped at 40% per monthly invoicing period. Key metrics and their potential price reductions include:

• Daily Average Speed to Answer: Up to 10%
• Monthly ASA: Up to 10%
• Call Abandonment Rate: 5%
• Email/Online Portal Response Rate: Up to 10%
• First Contact Resolution (FCR) Rate: Up to 15% (increasing with contract year)
• Customer Satisfaction Rating: Up to 20%
• Incident Resolution Rate (by priority): Up to 10%
• VIP+ and VIP1 Incident Resolution: Up to 10%
• VIP2 Incident Resolution: Up to 10%
• EOC Metrics: Up to 2% per metric
• Incident Re-Opened Rate: Up to 5%
• VIP Email Response Rate: Up to 10%

An 'Improvement Credit' mechanism is detailed for the FCR metric, allowing contractors to recover 50% of lost payments if performance improves significantly for a sustained period.

Performance requirements for FCR vary by contract year, indicating a multi-year performance period. The document implies performance is tied to Service Center Support operations, likely within the contractor's operational environment supporting the FAA.

• Contractors must provide standardized monthly reports of actual performance against standards and AQLs.
• Renegotiation of performance requirements may be requested annually by either party, or in emergency situations with mutual consent.
• The FAA may unilaterally reallocate weight factors for automation under Metric 4.
• Calculations for price reductions must be rounded to the nearest cent.
• Specific ITSM tools are referenced for measurement and reporting.

Questions & Answers / Clarifications

This document outlines RFI questions related to the ServiceNow platform support, specifically concerning the Service Desk PWS and Enterprise Support Platform Capability Enablement and ITSM Maturation PWS. It seeks detailed information from potential vendors on how they would approach various aspects of ServiceNow platform lifecycle management.

• Performance Metrics for Agile Backlog: Vendors are asked to provide information on the performance metrics they would use to track and measure the effectiveness of resources in completing stories within an agile backlog for ServiceNow enhancements and customization.
• Operations and Maintenance (O&M) Workload Structuring: The RFI inquires about the best approach for structuring the O&M workload (currently within the Service Desk PWS). This includes how to manage incident management, platform monitoring, and maintenance alongside new capability implementations (e.g., new module deployments, system integrations). Specific questions are raised about whether O&M should be FFP and new capabilities T&M, or if both should be combined under T&M in a separate PWS, noting the need for flexible resourcing.
• ITSM Solution Advancement: Vendors are asked to describe their strategy for helping the FAA advance its ServiceNow ITSM solution towards greater automation, enhanced service delivery, and leveraging existing entitlements. This includes recommendations for valuable additional licenses that improve stakeholder experience and reduce manual processes.
• Security Expertise for O&M Resources: The RFI seeks elaboration on the strategy for providing O&M resources with the necessary security expertise to maintain updated security and support documentation for the ITSM Platform, crucial for Authority to Operate (ATO). It specifically asks if a dedicated resource would be assigned for security operations, audits, and POAM mitigation, and if an existing administrator/developer could perform these functions within an FFP CLIN.

These questions indicate areas where the government is seeking detailed vendor input and potential strategies for structuring future work related to ServiceNow platform support and ITSM maturation. Responses will likely inform the final requirements and contract structure for this opportunity.