Service Now Customer Service Management (CSM) cloud based application solution
The Federal Retirement Thrift Investment Board (FRTIB) is issuing this sources sought synopsis as a means of conducting market research to identify parties having an interest in and the resources to support a requirement for the Service Now Customer Service Management (CSM) cloud based application solution to support new and future FRTIB business office requirements. Specifically, the Agency seeks to address case management, legal case management and work-flow management needs using the Service Now CSM platform. These requirements contain highly sensitive Personally Identifiable Information (PII); therefore, a FEDRAMP approved, secure and customizable cloud based application solution such as the Service Now CSM is desired to meet the Agency's requirements. Finally, FRTIB seeks to leverage Service Now Gold Partners to develop, test and deploy the CSM products and its required sub-components. By using Service Now Gold Partners, the Agency hopes to optimize development and deployment timeframes, reduce associated costs, and accelerate the time to market for its Service Now solutions, thereby delivering superior service to its business offices. The result of this market research will contribute to determining the method of procurement. The applicable North American Industry Classification System (NAICS) code assigned to this procurement is 541519.
There is no solicitation at this time. This request for capability information does not constitute a request for proposals; submission of any information in response to this market survey is purely voluntary; the government assumes no financial responsibility for any costs incurred.
If your organization has the potential capacity to perform these services (and/or provide these products), please provide the following information:
1) organization name, address, email address, website address, telephone number, and size and type of ownership for the organization; and
2) tailored capability statements addressing the particulars of this effort, with appropriate documentation supporting claims of organizational and staff capability.
If significant subcontracting or teaming is anticipated in order to deliver technical capability, organizations should address the administrative and management structure of such arrangements.
The government will evaluate market information to ascertain potential market capacity to:
1) provide services consistent and in scope with those described in this notice (see Appendix 1 below) and otherwise anticipated;
2) secure and apply the full range of corporate financial, human capital, and technical resources required to successfully perform similar requirements;
3) implement a successful project management plan that includes: compliance with program schedules; cost containment; meeting and tracking performance; hiring and retention of key personnel and risk mitigation; and
Based on the responses to this sources sought notice/market research, this requirement may be procured through any method the Agency deems appropriate, including full and open competition, and multiple awards may be made. Telephone inquiries will not be accepted or acknowledged, and no feedback or evaluations will be provided to companies regarding their submissions.
Submission Instructions: Interested parties who consider themselves qualified to perform the above-listed services are invited to submit a response to this Sources Sought Notice by 3:00 PM EST 22 February 2019. All responses under this Sources Sought Notice must be emailed to Margaret.gaudreau@tsp.gov.
If you have any questions concerning this opportunity, please contact:
Margaret(Renee) Gaudreau
Contracting Officer
Federal Retirement Thrift Investment Board (FRTIB)
Office: 202-864-8866
Cell: 202-329-2281
Renee.gaudreau@TSP.gov
Margaret R. Gaudreau, Contracting Officer, Phone 2028648866, Email margaret.gaudreau@tsp.gov - Pamela A. Davis, Contracting Officer, Phone 2026394434, Email pamela.davis@tsp.gov
