Request for Information (RFI) IT Service Desk Support Federal Bureau of Prisons Tender

Procurement Summary

Country : USA

Summary : Request for Information (RFI) IT Service Desk Support Federal Bureau of Prisons

Deadline : 24 Apr 2025

Other Information

Notice Type : Tender

TOT Ref.No.: 117899002

Document Ref. No. : 15BPCC25N00000015

Financier : Self Financed

Purchaser Ownership : Public

Tender Value : Refer Document

Purchaser's Detail

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Tender Details

Description

04/17/2025 - RFI Modified to remove the Q&A period and shorten the window of the RFI to APRIL 24 2025.

The Federal Bureau of Prisons (BOP) is an agency of the Department of Justice (DOJ). It consists of 122 institutions throughout the United States, including Hawaii and Puerto Rico, 6 regional offices, a Central Office (headquarters), 2 staff training centers, and 22 Residential Reentry Management offices (previously known as community corrections offices).

The BOP is responsible for the custody and care of approximately 159, 100 Federal offenders. Approximately 91 percent of these inmates are confined in Bureau-operated facilities, while the balance is confined in community-based facilities, home confinement, and local jails. More information about the agency can be found on the BOP-s public site, www.bop.gov.

The Federal Bureau of Prisons is issuing this Request for Information (RFI) to gather information about potential solutions for IT service desk support. Potential vendors should be familiar with Atlassian suite of products, providing service desk support functions, accurately identify and escalating support cases to the next support tier, perform scheduled routine backups of systems, monitor and appropriately respond to enterprise network outages. Customers should be able to communicate with the service desk via telephone, BOP provided incident submission solution, and BOP email. The BOP seeks experienced vendors providing support desk solutions using Atlassian suite of products, maintenance, and support. Furthermore, the BOP is interested in solutions that can integrate with the current BOP Jira helpdesk.

For this option, solution information should include details about Jira maintenance and support capabilities.

Vendors are encouraged to supply data that my help the Bureau understand costs for services. The Bureau-s Help Desk Queue receives approximately 2, 500 help desk tickets per month with the need for 500 to be worked ...
Active Contract Opportunity
Notice ID : 15BPCC25N00000015
Related Notice
Department/Ind. Agency : JUSTICE, DEPARTMENT OF
Sub-tier : FEDERAL PRISON SYSTEM / BUREAU OF PRISONS
Office: PRIVATIZATION - CO
General Information
Contract Opportunity Type: Sources Sought (Updated)
Updated Published Date: Apr 17, 2025 12:36 pm EDT
Original Published Date: Apr 14, 2025 01:49 pm EDT
Updated Response Date: Apr 24, 2025 11:52 pm EDT
Original Response Date: May 02, 2025 11:52 pm EDT
Inactive Policy: 15 days after response date
Updated Inactive Date: May 09, 2025
Original Inactive Date: May 17, 2025
Initiative: None

Classification
Original Set Aside:

Product Service Code:
NAICS Code:
Place of Performance: Washington, DC 20534 USA

Documents

 Tender Notice

IT-Service-Desk-Support_RFI.pdf