The vendor required to provide IT outsourcing services sales volume by department fiscal year shows the total sales volume sold through the end-user IT outsourcing services contracts for fiscal years 2023, 2024, and 2025.
- Service categories
• Emerging technologies including, but not limited to, artificial intelligence (AI), quantum computing, the respondents’ software for service delivery, etc. may be leveraged if approved by the requested agency provided the use of these technologies is properly documented in the final scope of work of deliverables and other services.
• These technologies must follow applicable laws and regulations.
• Agencies may request information on technologies such as transparency, governance, and data management.
- End-user IT management services
1. Help desk and support:
• Provides technical assistance to users, troubleshoots issues, and resolves problems through various channels, including but not limited to remote assistance and on-site support, both of which may include email, chat, and self-service portals, often on a 24/7 basis.
2. Remote and on-site support:
• Offers solutions to common problems through remote management software, while also providing on-site assistance for more complex hardware issues.
• Manage and provide remote support to “take over” and support a piece of equipment from a centralized location by successful respondent personnel.
• Successful respondent shall provide phone support to assist in the resolution of problems from a location that is remote to the end-user customer.
3. Desktop and hardware management:
• Handles the setup, configuration, and maintenance of user devices like laptops and workstations, that may include but is not limited to any information technology equipment that may be made commercially available within the current and future technology marketplace that addresses a business need of a customer such as desktops and workstations, notebooks and portables, mobility devices, end-user support servers, storage area networks, networking, software, and peripherals.
4. Software management:
• Ensures all necessary software is installed, updated, license management, AI compliance and running efficiently and securely.
5. Data backup and recovery:
• Automates data backups and provides disaster recovery services to protect and restore user files.
6. Acquisition or lease:
• Successful respondent must be capable of provisioning equipment using standard configurations developed by customer.
• Successful respondent shall be responsible for bearing the cost of acquisition or lease costs that may be applicable in the procurement process and for IT equipment that may be required by a customer.
7. Security and access management:
• Protects end-users and their devices from cyber threats through endpoint security and access control.
• Manages user permissions and access to applications and resources.
- IT asset management (ITAM)
• Hardware asset management: tracks the physical lifecycle of assets like servers, laptops, and mobile devices from procurement to disposal.
• Lifecycle management: involves planning, acquisition, deployment, maintenance, and retirement of all IT assets.
• Inventory and tracking: maintain an accurate, up-to-date inventory of all assets and tracks their location and user.
• Contract and renewal management: tracks warranties, maintenance contracts, and software license renewals to ensure continuous service and avoid lapses.
• Cost and financial management: helps optimize spending by identifying cost-saving opportunities, managing total cost of ownership, and optimizing asset utilization.
• Risk and compliance management: ensures compliance with licensing rules, regulations, and internal policies, and minimizes risks associated with assets.
• Device as a service (DAAS): provides hardware like pcs, laptops, and smartphones along with maintenance, support and management services on a subscription and lease basis.
• Mobile device management (MDM): addresses the rise of "bring your own device" (BYOD) policies by managing and securing employee-owned smartphones and tablets.
• Virtual desktop infrastructure (VDI): provides virtualized desktops to end users, allowing them to access their applications and data from any device, anywhere.
• Asset discovery and inventory: identifies and documents all IT assets, including hardware, software, and cloud-based services.
• Compliance management: ensuring adherence to software licensing agreements, internal policies, and external regulatory standards
• Security management: identifying security issues, managing security controls, and reducing risk associated with assets.
- Desktop outsourcing and management service
• Help desk and support: provides technical assistance to users, troubleshoots issues, and resolves problems through various channels, such as remote assistance and on-site support, which also includes email, chat, and self-service portals, often on a 24/7 basis.
• Hardware management: deployment, installation, maintenance, repair, secure data destruction and lifecycle management of desktop computers, laptops, and peripheral devices.
• Software management: installation, configuration, license management, regular updates, al compliance and patching operating systems, (OS) and applications.
• Cybersecurity: implementing and monitoring robust security measures like firewalls, antivirus software, threat detection, access management, incident response, and data encryption to protect digital assets and ensure compliance with regulations.
• Data management and disaster recovery: ensuring secure, regular data backups and implementing rapid recovery plans to minimize data loss and downtime during incidents.
• Network management: ongoing monitoring and maintenance of the network infrastructure to ensure reliable connectivity and performance.
• mobile device management (MDM): managing the security and functionality of employee-owned or company-provided mobile devices.
• AI and automation: respondents shall comply with all state and federal level regulations, as applicable, for the use of AI.
• respondents will utilize AI and related automation at the direction and in the sole discretion of future customers AI and automation: service providers are integrating artificial intelligence (AI) and automation to handle routine tasks (like password resets) and for proactive system monitoring, which improves efficiency and frees up human IT staff for more complex issues.
• Hybrid work models: the rise of remote and hybrid work has increased demand for flexible, scalable solutions that ensure seamless, secure access and support for employees working from anywhere.
• Shift to DAAS: desktop as a service (DAAS) and cloud-based platforms are gaining traction, allowing businesses to access computing resources on demand and pay on a consumption basis, reducing large upfront infrastructure investments.
• Strategic partnerships: outsourcing is increasingly viewed as a strategic partnership rather than just a transactional service, focusing on achieving specific business outcomes and continuous improvement through data analytics.
• Focus on specialization: companies often outsource access to a global talent pool with deep expertise in specialized areas (like cloud architecture or AI and machine learning (ML) development) which may be difficult or costly to hire internally.
- Integrated IT and facility support
• Moves: relocating existing equipment, including IT hardware, phones, and office furniture, for an individual, department, or entire office.
• Adds: reconfiguring existing systems, such as upgrading technology, changing cabling, or adjusting power and network connections.
• On-site support: having technicians on-site to manage and execute these tasks, which can involve installing new equipment, reconfiguring workstations, and ensuring all infrastructure is in place and working correctly.
• Project management: managing the entire process, including coordination with other trades like furniture installers, to ensure a smooth transition and minimize downtime.
• Hardware and infrastructure: this often include handling all aspects of IT infrastructure, from network and data cabling to electrical connections and support systems.
• Scalable and flexible: services are designed to be scalable, handling everything from single desk moves to large-scale office relocations.
• Focus on risk and compliance: professional providers follow standardized procedures to reduce errors and ensure security compliance, especially for sensitive data management.
- Contract Period/Term: 1 year
- Questions/Inquires Deadline: December 9, 2025
