Defense Personal Property

The Department of Defense (DoD), US Transportation Command (USTRANSCOM), has a requirement for the Defense Personal Property System (DPS) Technical Support Center (DTSC).

Solicitation Summary

The Department of Defense (DoD), US Transportation Command (USTRANSCOM), has a requirement for the Defense Personal Property System (DPS) Technical Support Center (DTSC).

Solicitation in a Nutshell

Item

Details
Agency Department of Defense (DoD), US Transportation Command (USTRANSCOM)
Solicitation Number TRANSCOM25D002
Status Pre-RFP
Solicitation Date 02/10/2025
Award Date 06/05/2025
Contract Ceiling Value $25,000,000
Competition Type Undetermined
Type of Award Undetermined
Primary Requirement Professional Services
Duration 1 month(s) base plus 2 x 1 year(s) option(s)
Contract Type TBD
No. of Expected Awards N/A
NAICS Code(s):
541519

Other Computer Related Services
Size Standard: $34.0 million annual receipts except 150 Employees for Information Technology Value Added Resellers
Place of Performance:
  • United States
    • Contractor’s facility
Opportunity Website: https://sam.gov/opp/661b85102b9a4f41b42721a4e45b7485/view

Background

  • The Defense Personal Property System (DPS) Technical Support Center (DTSC) is an inbound and outbound call resolution center servicing multiple transportation, finance, scheduling, Identity and Access Management (IDAM), personal property, and related applications. The DMS supports Confidentiality, Integrity, and Availability (CIA) Low and Medium level applications, as well as, specific transportation support operations external to USTRANSCOM.

Requirements

  • The purpose of this contract is to acquire specialized technical and functional support, Tier I and/or Tier II technical support services for the DPS applications, capability, and business functions. The following applications shall be supported:
    • Defense Personal Property System (DPS) includes the DPS/Transportation    Operational Personal Property System (TOPS) Module and Defense Personal Property Program (DP3)
    • MilMove System for the Defense Personal Property Program Increment 4
  • Support shall include DTSC Tier I call resolution, sustainment, and maintenance of the ticketing software (presently ServiceNow (SNOW)), DPS IT System support and DP3 operational support. All tasks shall be performed in accordance with (IAW) regulations and guidelines addressed in the PWS. A ticketing software (SNOW or equivalent) must be approved by the Government and will be reimbursed under the Other Direct Cost (ODC) CLIN.  The ticketing software is required to create, track, escalate and de-escalate technical support issues.  The ticketing software must also provide multiple reporting capabilities, as well as, providing the ability to manage all inbound and outbound technical service interactions with customers and the DTSC. The ticketing software must provide customer information to the Technical Support Representative (TSR) at the time of the call, the ability to search for known solutions and to bring technical support issues to a resolution quickly and efficiently.
  • This requirement includes gathering customer profile information including names, phone numbers, email, customer organization history, activities, requirements, past problems, and associated documentation for use in USTRANSCOM customer relationship management (CRM) strategy to provide Technical Support Representatives (TSR) an effective customer identity management approach. USTRANSCOM requires the use of an integrated call management solution, with automated call distribution, that directs customers to the appropriate TSR based on customer’s responses.

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