Help Desk Support Services Consolidation by the Air Force
Executive Summary
The Air Force is procuring help desk support services for Platform One through a non-personnel services contract. The contractor will provide all necessary personnel, equipment, and support to enhance user experience.
Need help writing a winning proposal?
Our partner network includes certified proposal writers with proven win rates across DLA, Army, Navy, and civilian agencies.
Scope & Requirements
Platform One Contracting Office is seeking helpdesk support services. These helpdesk support services extend a comprehensive suite of services geared towards enhancing user support within Platform One. This includes providing dedicated Help-Desk support aimed at effectively addressing and resolving user inquiries and issues. A key functionality of Platform One Help Desk is the efficient organization, prioritization, and delegation of help desk tickets using Platform One-approved collaboration tools (i.e., JIRA) ensuring user issues are systematically managed with clarity and urgency. Further enhancing user experience, Platform One Help Desk delivers automated email updates, keeping users informed about the status of their issues. The system meticulously tracks the progression of issues from initiation to resolution, thereby ensuring a transparent and accountable support process. Additionally, Platform One Help Desk coordinates seamlessly with Platform One internal teams and commercial vendors, facilitating the timely completion of corrective actions by the contractor in accordance with this procurement requirement.
The contracting office has conducted market research that demonstrates the consolidation of two (2) existing Basic Ordering Agreement (BOA) orders to be necessary, justified and in the best interest of the government. The two (2) BOA orders that will be consolidated are:
- FA830723FB044
- FA830723FB046
The government intends to solicit and negotiate with the vendor that provides the most technically capable solution under the current Commercial Solutions Opening (CSO) on Platform One Solutions Marketplace (P1SM) in accordance with 10 U.S.C. 3458 and DFARS 212.70. The resultant contract will consist of a one-year base period and four (4) one-year option periods.
Compliance & Qualifications
- FAR Overhaul 7.107-3 Notifications
- 10 U.S.C. 3458
- DFARS 212.70
How to Prepare Your Bid
- Ensure your proposal highlights your technical capabilities in help desk support and user issue resolution.
- Demonstrate experience with collaboration tools like JIRA in managing help desk tickets.
- Provide clear evidence of your ability to coordinate with internal teams and vendors for timely issue resolution.
Stop losing contracts because of avoidable mistakes.
This checklist covers the 12 critical steps government evaluators look for — and most small businesses miss.
Why Small Businesses Should Consider This
This contract presents a valuable opportunity for small businesses as it does not have a set-aside, allowing all qualified vendors to compete. The NAICS code 541511 for Custom Computer Programming aligns well with many small businesses’ capabilities, particularly those specializing in IT services and support.