IT MANAGED SERVICE PROVIDER

Performance Work Statement (PWS)

This document outlines the requirements for IT Managed Services for the United States Holocaust Memorial Museum (USHMM). The goal is to procure high-quality, customer-oriented technical support encompassing all personnel, utilizing an ITSM framework or equivalent.

• Infrastructure Monitoring and Management: Includes incident, problem, change, and IT operations management; availability, capacity, and performance monitoring; patch management; hardware/software upgrades; and asset management.

• Cloud and Web Services: Management of Google Workspace, Amazon Web Services (AWS) environments, and other cloud-based subscriptions.

• IT Managed Service Desk: Provision of a customer service desk with a dedicated ITSM solution, supporting approximately 700 network users across multiple locations, including remote workers. Requires onsite support orientation and a 'Single Pane of Glass' for technical operations.

• Onsite Support Requirements: Includes diagnosing and repairing hardware, providing desktop upgrades, printer support, managing workstation inventory, assisting with office moves, and providing local troubleshooting for public-facing computers and data center hardware.

• After-Hours and Weekend Support: 24x7x365 support for enterprise operations and data center stability, including remote support for incidents and service requests.

• Infrastructure and Equipment Support: Comprehensive operations and maintenance of on-site infrastructure, including data center, network, systems, and endpoint hardware, utilizing an ITSM framework.

• Service Desk Manager (ITIL 4 Framework, ITIL 4 Foundations certification)

• Tier 3 System Administrator Lead (Linux/Windows administration, shell scripting)

• Tier 3 Network Lead (Routing/switching, SolarWinds, CCNP certification)

• Support for approximately 700 network users across various Museum locations in Washington D.C., Bowie, Maryland, and regional offices in IL, NY, FL, and CA. Remote support for teleworkers.

• Contractor staff must comply with Museum's annual suitability requirements.

• Use of an ITSM framework or equivalent.

• Dedicated, logically or physically isolated ITSM instance.

• Full administrative access for up to 24 Museum staff members.

• Data transparency and auditing capabilities.

• Third-party collaboration support.

• Compliance with Standard Operation Environment (SOE) and NIST-compliant security controls.

• Deliverables include Daily Status Updates, Weekly Action Tracking Reports, Monthly Labor Summary Reports, Monthly Status Reports, and Ticket Tracking System Modifications and Trend Analysis Reports.

• A comprehensive Project Management Plan (PMP) is required within one week of contract award.

Solicitation / RFP / RFQ

This solicitation is a Request for Proposal (RFP) from the United States Holocaust Memorial Museum (USHMM) for IT Managed Services. The Museum requires a provider to offer high-quality, customer-oriented technical support utilizing an ITSM framework or equivalent to support its mission.

• Provision of IT managed services.

• Utilization of an ITSM framework or equivalent.

• Comprehensive technical support for all personnel, including employees, volunteers, and contracting staff.

• The Statement of Work (SOW) is detailed in Exhibit I.

• Type of Contract: Firm-Fixed-Price and/or Time & Materials/Labor-Hour.

• Period of Performance: Base year plus four option years.

• Place of Performance: United States Holocaust Memorial Museum, 100 Raoul Wallenberg Pl SW, Washington DC 20024.

• Proposals must be submitted via email to magreen@ushmm.org by the deadline.

• Submission requirements are detailed in Section B.

• Evaluation Criteria are detailed in FAR 52.212-2 in Section C, with Technical and Past Performance being key factors, and Price also considered.

• The Government may award without discussions.

• Set-Aside Status: None indicated.

• Offeror Suitability: Offerors must have existing clients of similar size and complexity to USHMM to be considered.

• Issuance Date: 5/19/2026

• Deadline for Questions: 5/29/2026

• Deadline for Proposal Submission: 6/18/2026

• Estimated Award Date: 7/6/2026

• Offerors must be registered in SAM.

• Specific FAR clauses and provisions are applicable and listed in Section C.

• Suitability determination, including FBI fingerprint checks, is required for personnel assigned to the contract.

Statement of Work (SOW) / Performance Work Statement (PWS)

This document outlines the performance standards and quality assurance surveillance plan for technical support and IT services provided to the Museum.

The contractor is responsible for:

• Providing accurate technical support and problem resolution for Museum standard desktop software.
• Assisting customers with the installation and setup of hardware equipment and configuring related software.
• Responding to customer requests for assistance in an accurate, timely, and courteous manner.
• Maintaining network and resolving problems on LAN/WAN/Internet/DAS and WiFi with servers and workstations.
• Configuring and maintaining servers, including software installations, upgrades, and hardware installations.
• Disseminating technical information to Museum customers through Knowledge Base Articles (KBAs) and briefings.
• Administering and maintaining Museum IT facilities, participating in communication channels, performing server data backups, and maintaining an accurate inventory of hardware and software.
• Providing administrative deliverables.

The document details specific performance indicators, acceptable quality levels (AQLs), data collection frequencies, and surveillance methods for each task. Key performance areas include:

• Ticket documentation and assignment accuracy.
• Resolution rates for software and hardware issues.
• Customer response times and satisfaction.
• Network and server incident reporting and resolution.
• Timeliness and accuracy of KBAs and briefings.
• Compliance with safety standards and backup schedules.
• Accuracy of inventory management.
• Timeliness and accuracy of administrative deliverables.

Several performance standards are designated as 'critical', with failure to meet AQLs potentially resulting in negative CPAR reports and decisions not to exercise future contract options.

Not explicitly stated in this document, but implies on-site support at Museum facilities and regional offices.

• Critical performance standards require strict adherence to AQLs.
• Specific response times and notification procedures are outlined for various support scenarios.
• Coordination with Museum IT Office, OCIO, and COR is required.
• Adherence to Museum safety standards and Change Control Board (CCB) processes is mandatory.