FAA Integrated Service Center (ISC) Support Services

SOL #: 692M15-20-D-00004_Follow-on_RFISources Sought

Overview

Buyer

Transportation

Federal Aviation Administration

692M15 ACQUISITION & GRANTS, AAQ600

ATLANTIC CITY, NJ, 08405, United States

Place of Performance

Place of performance not available

NAICS

Computer Facilities Management Services (541513)

PSC

End User Client Computing Delivered As A Service. Includes Software And Support Tools Delivered As A Service Contract And Used For End User Support Such As Tier 1 And 2 Help/Service Desk, Deskside Support, Adds/Moves/Changes, Workspace Technical Support, Audio/Video (A/V, Vtc) Conferencing, And Print Services. A/V And Vtc Include Services Typically Used In Conference Rooms And Dedicated Telepresence Rooms To Enable Workforce Communications. Print Services Include Managed Print Services (Mps) For Multifunction Printers (Print, Scan, Fax, Copy), And Other Central Printing Or Output Support Services. Workspace Includes Desktop As A Service (Daa S) And Workspace As A Service (Waa S) Delivered Via Public Cloud Or 3rd Party Providers. Client Compute Equipment Provisioned By Service Contract. Also Includes Client Related Productivity Software Accessed As A Service (Saa S), Used To Author, Create, Collaborate And Share Documents And Other Content. (DE10)

Set Aside

No set aside specified

Original Source

https://sam.gov/opp/5f8780c1d0cf41758a8b747432d8fcf5/view

Timeline

Posted

Jan 27, 2026

Last Updated

Mar 12, 2026

Response Deadline

Feb 27, 2026, 9:30 PM

Qualification Details

Fit reasons

NAICS alignment with historical contract wins in similar service areas.
Scope strongly matches core technical capabilities and delivery model.

Risks

Past performance thresholds may require one additional teaming partner.
Potential clarification needed on staffing minimums before bid/no-bid.

Next steps

Validate eligibility requirements, assign capture owner, and schedule partner outreach to confirm teaming strategy before submission planning.

Quick Summary

The Federal Aviation Administration (FAA) is issuing a Request for Information (RFI) for Integrated Service Center (ISC) Support Services. This RFI is market research to gather industry feedback and inform the future acquisition strategy for a follow-on, 10-year enterprise IT support contract. The FAA is particularly interested in insights related to ServiceNow Platform Support (CLIN2) and Enterprise Support Platform Capability Enablement and IT Service Management Maturation (CLIN 7).

Purpose of RFI

This is NOT a request for proposals or offers. The FAA seeks information from capable parties to understand best practices and capabilities for full lifecycle management of hardware, training, and technical support services for the ISC. Responses will directly influence the structure and requirements of the upcoming contract, which is currently procured under contract 692M15-20-D-00004.

Scope of Future Contract (as informed by RFI)

The anticipated ISC 2.0 contract will provide comprehensive, enterprise-level IT support across all FAA worldwide facilities. Key service areas include:

Program Management: Overarching program and project management for all task orders.
Service Center Support: 24x7x365 multi-channel support, technical dispatch, executive support, and ServiceNow platform management.
Lifecycle Asset Management (LCAM): Support for end-user devices, backend infrastructure, and mobile devices, including provisioning, configuration, and disposition.
IT Customer Training Support: Delivering dynamic, learner-centric IT training for COTS and non-COTS products.
Special Projects Support: Addressing non-standard, emerging, or evolving IT needs.
Wireless Internet Access Point (WIAP) Network Support: Technical, operational, and engineering support for the FAA's WIAP Network.

The contract emphasizes service improvement, technological leverage, remote support, and adherence to Service Level Agreements (SLAs) with performance-based pricing adjustments.

Key Areas of Interest for RFI Responses

The FAA has provided specific questions for industry, focusing on:

ServiceNow Platform Support: Performance metrics for agile backlog, structuring O&M workload (FFP vs. T&M), advancing ITSM solutions, and security expertise for O&M resources.
Service Desk Surge, Pricing, and Automation: Staffing models for surge, pricing structures for FFP contracts, performance standards, AI/automation capabilities within ServiceNow, governance, and lifecycle asset management for remote deployments.

Anticipated Contract Details

Type: Indefinite Delivery/Indefinite Quantity (IDIQ) with a hybrid structure (Fixed Price Award Fee, Fixed Price, and Time & Materials).
Period of Performance: Ten (10) years for the IDIQ.
Set-Aside: None specified.