Defense Personal Property System (DPS) Technical Support Center (DTSC) RFI   2

Background
The United States Transportation Command (USTRANSCOM) is planning to establish a contract for technical and functional support, specifically Tier 1 and/or Tier II helpdesk services for the Defense Personal Property System (DPS) applications.
The goal of this contract is to provide solutions that include DTSC Tier 1 call resolution, sustainment, and maintenance of the ticketing software (currently ServiceNow), as well as DPS IT System support and operational support.
USTRANSCOM is seeking information on existing market solutions and insights from industry to develop a logical roadmap for success.

Work Details
The contractor will be responsible for the following tasks:
- Provide monthly call center status reports with a submission rate of 92% and ensure customer service statistics are accurate 98% of the time.
- Deliver employment status reports with a 95% accuracy rate.
- Conduct knowledge database cleanup and submit reports by the second Friday of the second month of each quarter.
- Provide application availability status reports three times daily upon request.
- Maintain an escalation list with updates within two business days of identifying required changes.
- Develop Standard Operating Procedures (SOP) within five business days from the date of change, ensuring a submission rate of 99%.
- Execute emergency support plans with 100% timeliness, completeness, and accuracy.
- Ensure solutions are accurate and attached to incidents correctly at a rate of 99%.
- Provide 24/7/365 customer service support to DTSC customers worldwide with a compliance rate of 98%.
- Report cyber incidents timely, ensuring no more than one late or unreported incident in a twelve-month period.

Place of Performance
The services will be performed worldwide as required by USTRANSCOM.