Information Technology (IT) Services and Support

Questions & Answers / Clarifications

This document provides responses to questions submitted by industry regarding the Request for Information (RFI) for Information Technology (IT) Services and Support. It clarifies requirements, submission instructions, and other details relevant to potential offerors.

• Capability Statement: Offerors can submit capability statements for the entire PWS scope or for specific task areas. Supporting documentation for organizational capabilities and personnel qualifications should be included and is limited to 15 pages. The Table of Contents is included within this page limit.
• Contract Vehicle & Set-Aside: A decision on the contract vehicle has not been made. The acquisition strategy is currently full and open, with no specific small business goals or set-aside categories established at this time. The government will determine the most advantageous acquisition approach based on market research.
• Contract Type: The government is exploring various acquisition strategies, including Time and Materials (T&M), Labor Hour, and Firm-Fixed-Price (FFP), and is open to hybrid approaches. The RFI aims to gather data to inform this decision.
• Staffing & Personnel: The government does not require all personnel to be direct W-2 employees; subcontractors are permitted, but independent 1099 contractors are generally not. U.S. citizenship is preferred, but qualified personnel with valid work visas may be considered, contingent on security clearance requirements. Interim security clearances are acceptable to begin work, but final clearances are ultimately required.
• Locations & Work Model: Support will be provided at CONUS and OCONUS locations, with a mixture of on-site, hybrid, and fully remote staffing. The majority of FTEs are currently CONUS-based, with plans to expand OCONUS presence.
• Submissions: Responses to the RFI questions are encouraged but not required. The government prefers separate PDF submissions for the capability statement and any responses to questions.
• Security: All personnel requiring access to government systems must possess at least an interim security clearance. The government can sponsor Facility Clearance (FCL) applications at its discretion.
• Deliverables: Draft Quality Control Plans (QCP) and other deliverables like Transition-In Plans are only required after contract award, not with the RFI response.

This Q&A document provides crucial clarifications that will help potential bidders refine their understanding of the requirements and prepare more accurate and targeted responses for the upcoming solicitation. Key areas clarified include submission flexibility, contract type considerations, staffing requirements, and security protocols.

Request for Information (RFI)

This RFI is issued by Army Contracting Command – Rock Island on behalf of Product Lead Acquisition, Logistics and Technology Enterprise Services (PL ALTESS). The purpose is to gather information from industry regarding capabilities to support potential future IT services and support requirements. ALTESS is seeking capability statements, not proposals, to inform acquisition planning and strategy development for a tentative requirement.

ALTESS is an IT managed service provider for the Army, offering infrastructure, platform, and application services across various hosting locations, including Army Enterprise Data Centers (AEDCs) and commercial cloud environments. Services include colocation, infrastructure, platform, managed, common, application, cybersecurity, and internal supporting services.

ALTESS is requesting responses to specific questions covering:

• Impact of Time and Materials (T&M) or Labor Hour contract types on proposal submission, personnel retention, hiring, and incentives.

• Recommended contract types for a labor-intensive IT services organization, considering specialist retention and recruitment.

• Automation and DevOps capabilities, including tools, processes, and cybersecurity integration.

• Contract flexibility and labor rate strategies for evolving IT needs, including cloud engineers.

• Surge capacity and temporary labor support capabilities.

• Hurdles encountered with government onboarding and security clearance processes.

• Experience in managing subcontractors.

• Interested parties must refer to the attached Performance Work Statement (PWS) dated June 06, 2025, for detailed required capabilities.

• A tailored capability statement is requested, demonstrating organizational and staff qualifications. Offerors can submit statements for the entire PWS scope or specific task areas.

• The capability statement must address PWS requirements and be supported by documentation.

• Details on subcontracting or teaming arrangements are required.

• Specific responses to questions outlined in Section 7.3 are also required.

• Company information, including name, address, DUNS number, business status (small/large, disadvantaged, etc.), employee count, revenue history, and office locations, must be provided.

• Capabilities statements are limited to 15 pages.

• Submissions must be electronic via email to the Contracting Officer and Contract Specialist by August 8, 2025, 5:00 PM Eastern Standard Time.

• Telephone inquiries will not be accepted.

• Security: Personnel must possess a minimum interim or final DoD security clearance, and the prime contractor must have or demonstrate the ability to obtain a Secret Facility Clearance.

• Compliance: Subject to the Berry Amendment, Clinger-Cohen Act, and Service Contract Act.

• NAICS Code: 541512 with a Small Business Size Standard of $27.5M.

This RFI is for informational purposes only and is not a Request for Proposal (RFP) or solicitation. It does not commit the Government to award a contract. Responses are voluntary, and no funds are available to pay for preparation. Failure to respond does not preclude future participation.

Quality Assurance Surveillance Plan (QASP)

This Quality Assurance Surveillance Plan (QASP) is a government-developed document to ensure the quality and payment for conforming services for an Information Technology (IT) Services and Support Time and Materials (T&M), Indefinite Delivery/Indefinite Quantity (ID/IQ) five-year contract. The objective is to acquire IT services and support primarily at the Radford Army Ammunition Plant in Virginia, with potential work at other CONUS and OCONUS locations as defined in the Performance Work Statement (PWS).

This QASP outlines the government's methods for monitoring contractor performance against the standards specified in the IT Services and Support PWS. It details how performance standards will be applied, which elements will be surveilled, and the acceptable quality limits (AQLs). Key areas include:

• Staffing adequacy and timely filling of positions.

• Timely notification of key personnel vacancies and submission of resumes.

• Delivery of accurate, complete, and timely deliverables.

• Responsiveness to government concerns and prompt corrective action.

• Timely and accurate program reporting (e.g., Monthly Status Reports, Fund Execution Reports).

• Operations Center Activities, including Service Desk resolution rates and customer satisfaction.

• Desktop Support, including ticket assignment, resolution, and technical refresh.

• Contract Type: T&M, ID/IQ, five-year contract.

• Contract Number: TBD

• Period of Performance: Five years.

• The government will perform surveillance using methods such as 100% Inspection, Random Sampling, Periodic Inspection, and Customer Feedback/Complaints.

• Performance will be evaluated against Performance Requirements Summaries (PRS) linked to specific PWS sections.

• Acceptable Quality Levels (AQLs) are defined for each performance requirement.

• Corrective Action Requests (CARs) will be issued for non-conformances, with defined levels and response timelines.

• Contractor's Quality Control Plan (QCP) will be evaluated for adequacy.

Not specified in this document.

• Government-furnished property (GFP) is included and has specific surveillance requirements.
• This QASP is a living document and may be changed based on data analysis or contract modifications.
• Key government personnel include the Contracting Officer (KO) and Contracting Officer's Representative (COR).
• Surveillance activities and documentation will be managed through the online PIEE module (SPM).

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

This document outlines the Quality Assurance Surveillance Plan (QASP) for performance requirements, detailing performance objectives, standards, acceptable quality levels, and surveillance methods.

• Staffing: Ensure adequate staffing with timely filling of positions and immediate notification of vacancies.

• Deliverables: Maintain consistent delivery of high-quality, accurate, and complete deliverables with minimal adjustments required by the government.

• Schedule: Provide deliverables and services on schedule.

• Reporting: Timely, accurate, and complete program reporting, including monthly status reports, manpower reports, fund execution reports, risk management plans, and quarterly program management reviews.

• Operations Center Activities: Includes ticket auditing, service desk resolution rates, and mean time to resolution.

• Desktop Support: Covers ticket assignment, customer contact, ticket resolution, and annual technical refresh of desktops.

• Staffing: 95% of positions filled within 60 calendar days; 95% of key personnel resumes submitted within 15 days of vacancy notification; 95% of positions filled within 15 days of government approval.

• Deliverables: Less than 5% defects; errors corrected within 3 business days.

• Schedule: 95% on-time delivery.

• Reporting: All reports delivered on time with less than 5% errors.

• Operations Center: Acceptable range for tier one resolution is 20%; acceptable closure time is <= 10 minutes per ticket; 95% customer satisfaction rate.

• Desktop Support: Assign tickets within 30 minutes; contact customer within 30 minutes of assignment; resolve 80% of open tickets per week; perform 20% technical refresh of desktops annually.

Not explicitly stated in this document, but references to "PL ALTESS" and "ACQUISITION SENSITIVE" suggest a specific operational environment.

• Contractor must be responsive to government concerns and promptly apply corrective action.
• Issues reported to the government within one (1) business day of discovery.
• A tentative job offer may be dependent upon the candidate's ability to pass background investigations and/or possess the proper clearance level.

Form / Attachment / Pricing Sheet

This document is a "COR Surveillance Checklist" used by the Contracting Officer's Representative (COR) to monitor contractor performance against specific requirements outlined in the Performance Work Statement (PWS).

• Contract Reference: Links specific requirements to PWS sections (e.g., PWS 1.8, PWS 4.1.1).
• Requirement: Details the specific task or deliverable being evaluated.
• Meeting Contract Requirements: Columns for PASS, FAIL, and N/A to record compliance.
• Method of Surveillance: Describes how the COR will verify the requirement (e.g., Customer Feedback, Periodic Inspection, 100% Inspection).
• Comments: Space for additional notes.

This checklist provides insight into how the government intends to monitor and evaluate contractor performance for this opportunity. Bidders can use this to understand the key performance indicators and surveillance methods that will be applied, helping them to tailor their proposals and operational plans to meet or exceed these expectations.

Form / Attachment / Pricing Sheet

This document is a Surveillance Schedule intended to outline specific paragraphs related to "Requirements and Tasks" that will be subject to surveillance. It appears to be a template or a planning document for monitoring contract performance.

• Contract #: TBD
• Contractor: TBD
• Functional Area: 1.8, 4.0, 5.0 & 6.0 - Requirements and Tasks
• COR: TBD
• Surveillance Period: To be determined (See Below)
• Date Submitted: To be determined
• Paragraphs listed for surveillance: 1.8, 4.10, 4.1.1, 4.1.1.7, 4.1.1.9, 5.0, and 6.0. An 'X' indicates these paragraphs are scheduled for surveillance.

This document indicates which sections of the "Requirements and Tasks" are critical for performance monitoring. Bidders should pay close attention to the requirements within paragraphs 1.8, 4.10, 4.1.1, 4.1.1.7, 4.1.1.9, 5.0, and 6.0, as these will be subject to surveillance. Understanding these areas is crucial for developing a compliant proposal and for managing performance if awarded the contract.

Form / Attachment / Pricing Sheet

This document is a Customer Complaint Record form used by the Army Contracting Command (ACC-RI). It is designed to formally record and track customer complaints related to contracts.

• Date and Time of Complaint: When the complaint was received.
• Source of Complaint: Details about the organization and individual reporting the complaint, including contact information.
• Nature of Complaint: A description of the issue.
• Contract Number & Requirement Reference: Identifies the specific contract or requirement the complaint pertains to.
• Validation: A section to document findings of the complaint's validity, with options to mark it as 'Valid' or 'Not Valid'.
• Contractor Notification: Fields to record the date/time the contractor was informed and the name of the contractor receiving the complaint.
• Action Taken by Contractor: Space to detail the actions the contractor took in response.
• Received and Validated By: Signatures or names of personnel who processed the complaint.
• Filing and Follow-up Dates: Fields for the date the copy was provided for filing (COR) and the customer follow-up date.

While this is a form, it indicates a process for handling issues that may arise during contract performance. Bidders should be aware that such a formal complaint tracking mechanism exists. Understanding this form can help contractors anticipate how complaints will be documented and addressed, and what information might be required from them in response to a complaint.

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

This Performance Work Statement (PWS) outlines the requirements for Information Technology (IT) Services and Support (ITSS) for the U.S. Army Product Lead Acquisition, Logistics, and Technology Enterprise Systems and Services (PL ALTESS), supporting the Program Executive Office Enterprise (PEO Enterprise).

The effort encompasses a broad range of IT services including:

• IT Service Operations and Delivery
• Service Operations Center Operations
• Customer training
• Full lifecycle IT testing and support
• IT Data Center Operations
• Network and System Administration
• Cybersecurity
• Disaster Recovery/Business Continuity Operations
• Hardware/Software integration and migration
• Requirements definition and management
• Service Level Management (SLM)
• Process design and management
• Business Management
• Application Services and Modernization
• Acquisitions and Procurements
• Infrastructure Services (Facilities Operations)
• Command Group support
• Incidental construction

The PoP includes a 12-month base period with a 30-day transition-in period, followed by four 12-month option periods.

• Base Period: May 1, 2026 - April 30, 2027

• Option Period 1: May 1, 2027 - April 30, 2028

• Option Period 2: May 1, 2028 - April 30, 2029

• Option Period 3: May 1, 2029 - April 30, 2030

• Option Period 4: May 1, 2030 - April 30, 2031

• A Quality Control Program (QCP) must be developed and maintained.

• A Performance Standards and Quality Assurance Surveillance Plan (QASP) will be drafted by the government.

• Primarily at the PL ALTESS site on the Radford Army Ammunition Plant in Radford, Virginia.

• Possible work at additional locations both CONUS and OCONUS.

• Service Operations Center operations will be in Radford or other designated Army locations.

• Transition-In/Transition-Out periods require key personnel to be on-site.

• Contractor must provide personnel with required security clearances (Confidential, Secret, Top Secret).

• Compliance with DoD and Army cybersecurity regulations (DoDM 8140.03, AR 380-67, etc.).

• Conflict of Interest and Non-Disclosure provisions apply.

• Davis-Bacon Act applies to incidental construction.

• Estimated level of effort is 206 Full Time Employees (FTEs).