DNFSB IT Support Services

Draft Requirement Overview

• The contemplated requirement includes, but is not limited to:

• IT Operations & Maintenance support

• Tiered Helpdesk services (incident and service request management)

• System monitoring and performance management

• Service Level Agreement (SLA) management and reporting

• Surge and on-call support, as applicable

• Transition-in and transition-out support

• IT cybersecurity operational support embedded within O&M activities, including vulnerability management, configuration compliance validation, security monitoring coordination, patch management support, and documentation required to maintain alignment with applicable federal security frameworks (e.g., FISMA, NIST guidance), as applicable to the environment

• IT audit and compliance support activities, including performance validation, documentation readiness, and remediation tracking

• AI-enabled tools, automation, and analytics integrated into the existing Microsoft-centric and cloud-supported IT environment to enhance service delivery, improve operational efficiency, strengthen monitoring and reporting capabilities, and support scalable, mission-focused innovation within IT Operations and Helpdesk functions

DNFSB environment is primarily Microsoft-based, with cloud-supported infrastructure and limited ServiceNow integration.

A draft PWS is attached and clearly marked “Draft – For Industry Feedback Only.”

AI Clarification

DNFSB is interested in commercially available AI-enabled capabilities that integrate with the existing Microsoft and cloud environment to enhance operational performance, service delivery, analytics, monitoring, and reporting. AI efforts are expected to align with the operational scope of this requirement and leverage mature, supportable technologies rather than standalone AI development, custom model creation, or enterprise transformation initiatives.

Cybersecurity Clarification

Cybersecurity requirements are integrated into the operational scope and are not contemplated as a standalone Security Operations Center (SOC) requirement.

Industry Day Details

Date:  March 18th, 2026

Time:

Location: Teams

Attendance is voluntary. Interested parties are encouraged to register as described below.

Registration Instructions

Interested vendors shall register no later than March 16th, 2026 by emailing [email protected] with the following:

• Company Name

• Include your UEI, CAGE and relevant NAICS Codes

• Business Size and Socioeconomic Status

• Point of Contact (Name, Email, Phone)

Capability Brief Submission

Capability briefs are quested to inform structured Industry Day discussion and support on going market research efforts.  Submissions will not be evaluated or scored and are not a prerequisite for participation in any future solicitation.

DNFSB intends to use capability briefs solely for information purposes to validate scope assumption and ensure commercially reasonable acquisition planning.

Vendors are invited to submit a capability brief (maximum 5 pages, single-spaced, 12-point font minimum – Microsoft Word or Adobe PDF preferred) addressing the following areas:

1. Relevant experience performing IT O&M and Helpdesk services of similar size and complexity (include user population and contract scope).

2. Experience providing embedded cybersecurity operational support within IT O&M environments.

3. Experience supporting IT audit, compliance validation, or performance oversight functions.

4. Experience implementing commercially available AI-enabled tools or automation within Microsoft-based and cloud-supported IT operations environments to improve service delivery, monitoring, analytics, reporting, or efficiency.

5. Experience transitioning from an incumbent provider and typical risk mitigation strategies.

6. Approach to SLA management and performance monitoring.

7. Typical staffing model for steady-state operations and surge support (no pricing requested).

8. Identification of material risks in the draft PWS.

9. Feedback regarding anticipated contract structure alignment with commercial practice.

Capability briefs shall be submitted to [email protected] no later than March 13th, 2026 6pm EST.

Industry Day Agenda

The Industry Day session will include:

• Procurement integrity statement

• Overview of the draft requirement

• Current environment summary

• Transition planning expectations

• Discussion of operational cybersecurity, audit, and AI considerations

• Structured written question and answer session

All questions must be submitted in writing. Responses will be consolidated and posted publicly to ensure equal access to information.

If vendor presentations are conducted, time will be equally allocated and structured using standardized prompts to ensure fairness and consistency.

Important Notice

• This Industry Day is for market research purposes only.

• DNFSB will not reimburse any costs associated with participation.

• No evaluation criteria, source selection procedures, or pricing discussions will occur during this session.

• DNFSB will not provide proprietary or incumbent-sensitive information.

• Participation in this Industry Day does not obligate DNFSB to issue a solicitation or award a contract.

Anticipated Timeline (Subject to Change)

Industry Day: March 18th, 2026  

Draft Solicitation Release (Estimated): Q3 2026

Anticipated Award: Prior to September 2026