INFORMATION TECHNOLOGY CLIENT SERVICES

Performance Work Statement (PWS)

To acquire on-site Information Technology (IT) client support services for the U.S. Naval Academy (USNA) Information Technology Services Division (ITSD) and the surrounding Annapolis Area Complex (AAC).

This PWS requires contractor personnel to provide IT support across several departments within ITSD, focusing on client services. Key tasks include:

• ITSC Support: Handling walk-in customers, managing building access, providing telephone and email assistance, maintaining accounts, and logging/tracking client requests via Web Help Desk (WHD) software.

• Academic and Hopper Hall Support: Providing on-site IT support in academic, staff, and military department environments, including classrooms and labs. This involves troubleshooting hardware and software issues.

• Shop Support: Assisting with the receipt, dispersal, storage, and disposal of computer equipment, including hardware and software repair, deployment of new hardware, and managing the return of life-cycle managed hardware.

• Timeliness: Immediate resolution of issues where possible; initial requests responded to within 30 minutes (ITSC) or 20 minutes (Academic/Hopper Hall during class). Account maintenance requests checked multiple times daily.

• Accuracy: Products must be factually accurate, complete, and adhere to USNA standards.

• Quality: Deliverables free of errors, appropriately formatted, and coordinated with stakeholders.

• Reporting: Daily WHD ticket entry, weekly and monthly ITSC customer support reports, and departmental checks.

• Primarily Monday through Friday, with occasional authorized work outside normal hours for emergent needs.

• Work performed on-site at the U.S. Naval Academy and the Annapolis Area Complex (AAC) in Annapolis, Maryland.

• Initial 6-month period with two 3-month option periods.

• Staffing: Requires 7 personnel for the initial 6 months, with the same number for option periods.

• Security: Personnel must be eligible for Non-Critical Sensitive Positions (NCS IT-II), requiring Tier 3 investigations and a Common Access Card (CAC).

• Certifications: Personnel must hold DoD 8570.1-M Information Assurance Technician 2 (IAT2) certifications (e.g., Security+), and specific Operating System certifications (e.g., Windows 11, Linux, Apple) as applicable to their role.

• Background Checks: Contractor must have a Facility Security Officer (FSO) and the ability to initiate background checks.

• Equipment Handling: Ability to lift up to 50 pounds for shop support; contractor must provide a vehicle for equipment transportation.

Request for Information (RFI)

This RFI is issued by the Naval Supply Systems Command (NAVSUP) Fleet Logistics Center Norfolk (FLCN) to conduct market research for IT support services at the United States Naval Academy (USNA) and surrounding Annapolis Area Complex (AAC). The services are for the Information Technology Services Division (ITSD) and will support approximately 7,000 clients across the AAC and 400 clients at the Naval Academy Preparatory School (NAPS).

• Provide IT support services as outlined in the draft Performance Work Statement (PWS) (Attachment 1).

• Services include Tier 1 and Tier 2 support, involving receiving service requests, providing telephone assistance, resolving reported problems, and tracking requests via a ticket management system.

• Support will be provided by a blended team of government Full Time Employees (FTEs) and contractor personnel.

• Specific tasks include learning space operation and maintenance, technology-curriculum integration, faculty/staff education, and rudimentary systems administration.

• Centralized support activities include client account administration, client familiarization, walk-in assistance, building access, software inventory, security updates, and IT asset management.

• Academic Technical Support Center (ATSC) will primarily support academic faculty and staff.

• Hopper Hall support will assist Computer Science, Cyber Science, and other departments within the Math and Sciences Division, primarily on Linux systems.

• Estimated Period of Performance: One six-month base period and two three-month option periods, commencing April 1, 2026.

• Contract Type: Anticipated to be Firm Fixed Price.

• Minimum of seven (7) contracted personnel required.

• Interested parties must submit a capabilities statement (max 15 pages) by 4 pm EST on March 16, 2026.

• Capabilities statements should address past performance, management of similar tasks, subcontractor management, technical skills, ability to perform 50% of the work (for small business set-aside), business status, HUBZone qualification, and facility/safeguarding requirements.

• Responses should be submitted electronically via email to specified contacts.

• The government will evaluate submissions to ascertain market capacity, resource availability, project management capabilities, and ability to perform under a performance-based service acquisition contract.

• NAICS Code: 541519 - Other Computer Related Services.

• Small Business Size Standard: $34.M.

• This requirement may be set-aside for Small Business Administration (SBA) certified Hub-Zone small businesses, or potentially sole-sourced.

• Respondents must clearly identify their business size.

• Contractor employees must obtain a favorable determination of eligibility for a National Security position with access to IT-Level II information, requiring a Tier 3 investigation by OPM.

• All contractors must obtain a Common Access Card (CAC).

• Contractor employees must have a current Tier 3 Investigation with OPM or a submitted investigation with favorable FBI fingerprint results prior to starting work.

• This RFI is for informational purposes only and is not a Request for Proposal (RFP).

• Responses are not offers, and the government is not obligated to award a contract.

• No funds are available to pay for response preparation.

• Telephone inquiries will not be accepted.

• All data received will be protected as corporate or proprietary.