The Department of Homeland Security (DHS), Federal Law Enforcement Training Center (FLETC) has a requirement for help desk, enterprise network, and integrated development support.

The FLETC headquarters is located at Glynco, Georgia, with additional training delivery points in Artesia, New Mexico, Charleston, South Carolina, and Cheltenham, Maryland. FLETC provides career-long training to federal law enforcement professionals and has grown into the Nation’s largest provider of law enforcement training since it was established in 1970.

FLETC’s goal is to provide world-class law enforcement training to its students. The students represent DHS and more than 100 federal partner agencies and state, local, and tribal law enforcement officers. Additionally, FLETC’s impact extends outside our Nation’s borders through international training and capacity-building activities. More information about FLETC can be found at https://www.fletc.gov.

FLETC is seeking vendors that can provide a broad range of enterprise IT support services and solutions for FLETC’s Chief Information Officer (CIO) Directorate. The CIO Directorate is comprised of the following Divisions:

The Enterprise IT Services Division (ITS) is responsible for the end-to-end customer experience and support for IT across the FLETC enterprise. ITS services include the FLETC IT Service Desk (ITSD), hardware and software acquisition and support, Microsoft 365 (M365) solution delivery, and IT Service Management (ITSM) practices implementation. ITS also serves as a conduit to DHS Office of the Chief Information Officer (OCIO), coordinating and managing environments hosted by DHS, including M365, DHS Mobility, and FLETC.gov.

• The End User Computing Services Branch (ITS/ECS) provides centralized IT support across the FLETC enterprise. The IT Service Desk (ITSD) is the primary point of contact for all incidents and service requests. ECS researches, procures, deploys, and supports enterprise IT assets:
  • Desktop, Laptop, and Tablet Computers
  • Peripherals
  • Software
  • Multi-Function Devices (Printer/Scanner/Fax/Copier)
  • Audio-Visual and Teleconferencing Equipment
  • Classroom, Conference Room, and Office Televisions
  • Mobile Phones
  • Reasonable Accommodation of IT Equipment
  • The ECS acquisition team manages Enterprise Software License Agreements and assists Directorates with IT acquisitions.
  • The IT Service Management Branch (ITS/ISM) provides leadership, oversight, and support of enterprise solutions and services to promote FLETC-wide efficiencies and innovation. The ISM team develops and enhances processes that support the end-to-end delivery of IT services to customers. The M365 Solution Delivery support team focuses on implementing solutions to business problems using the Microsoft Power Platform, including Power BI, Power Apps, and Power Automate. Additionally, ISM is responsible for supporting and maintaining SharePoint Online and Teams.
• The ISM team supports several technical solutions, including:
  • Microsoft 365 Features
    • Teams, SharePoint, and Intranet
    • Power Platform
  • Ivanti Service Manager services and support
  • FLETC Service Portal
    • Incident Management
    • Service Request Management
    • IT Asset Management
• FLETC FLIX Video Catalog and Live Streaming Services
• The IT Operations and Support Division (OSD) manages and oversees the operations and maintenance of FLETC’s IT infrastructure and delivers IT solutions across FLETC. These activities are accomplished through two branches that provide day-to-day support of the infrastructure components to ensure availability when needed by customers.
• The IT Infrastructure Branch (OSD/ITI) manages the enterprise IT network infrastructure, which includes FLETC networks and telecommunications systems.
  • Network and Systems Management
  • Network Asset Management
  • Datacenter Management
  • Server and Storage Management
  • Enterprise System Backup and Recovery
  • Logical Access Control
  • Network Infrastructure (Wired and Wireless)
    • Administrative Network
    • Training Network
    • Guest Network for Students and Partner Organizations
    • Land Mobile Radio Infrastructure
    • Azure Administration
• DHS Enterprise Applications
  • Identity Credential and Access Management (ICAM)
  • Continuous Diagnostic and Mitigation (CDM)
  • AppAuth and Single Sign-On (SSO) Integration
• FLETC Enterprise Applications
  • After Action Review (AAR) System Administration
  • Enterprise Security System Support (ESS) System Administration
  • Facilities & Maintenance System (FAMS) Administration
  • Cloud Solutions
• Infrastructure Power Management
• Telecommunication Management
  • Analog and VoIP Telephone Systems
  • Voice Mail System
  • Audio Conferencing
• Fiber/Copper Plant Management- All Sites
  • Inside and Outside Cable Plants
• The Field IT Services Branch (OSD/FITS) supports the FLETC field sites as “boots on the ground” representatives for the CIO Directorate.
  • Advocates and liaises between CIO and Site Directors for new IT requirements.
  • Provides project coordination for the deployment of field site IT goods and services.
  • Provides Tier II (hands-on) support for IT problem resolution.
  • Supports onsite Fiber/Copper Plant activities for FLETC and Partner Organization cabling projects.
  • Employs a Training Response Unit (TRU) at Glynco TDP to provide a quick-strike response to IT issues affecting the training mission.
  • Provides limited and local support for FLETC’s use of the Homeland Security Information Network (HSIN).
  • Provides onsite distribution and configuration of IT equipment at Cheltenham, Artesia, and Charleston TDPs for both training and administrative functions.
  • Provides direct user support to Land Mobile Radio users (handheld and in-vehicle).
• The Cyber Security Division (CSD) is led by the FLETC Chief Information Security Officer (CISO), who is the senior management official responsible for the implementation and management of a comprehensive cybersecurity program designed to support a risk-based approach to protecting FLETC’s sensitive information and IT systems.
• The Cybersecurity Program is comprised of the following functional program areas:
  • Cybersecurity Risk Management & Compliance (CRMC) – responsible for strengthening FLETC’s cybersecurity posture by effectively managing cybersecurity risks and ensuring compliance with federal laws and policies governing the operation and use of IT systems.  CRMC works with business units and system owners to ensure they meet cybersecurity requirements and assist authorizing officials in making risk-based decisions to meet mission needs and maintain adequate safeguards against misuse and system security breaches.
  • Network Operations Security Center (NOSC) – responsible for monitoring and protecting all FLETC IT systems and communications capabilities; reporting outages; coordinating recovery and resumption of critical IT systems and communications; and detecting and preventing cyber threats to the FLETC IT enterprise environment.  The NOSC provides digital forensics capabilities that involve collecting, processing, and analyzing electronic evidence to support investigations of computer-based security incidents or suspected criminal activity involving a U.S. Government computer.  The FLETC NOSC is part of a federated model of DHS components using Cyber Threat Intelligence to detect malicious activity and to thwart active, persistent threats against DHS personnel and the Department IT enterprise.
  • Cybersecurity Awareness & Training (CSAT) – responsible for raising user awareness of cyber threats and best practices and promulgating role-based training for staff and contractors with significant cybersecurity responsibilities.
  • Classified National Security Systems and Information (CNSSI) – The CISO is the principal broker for coordinating and provisioning classified computing capabilities for FLETC leaders and business units.
  • Communication Security (COMSEC) – The CISO is the principal broker for coordinating and provisioning COMSEC equipment and capabilities to FLETC leaders and business units.
• The IT Business Management Division (IBM) manages FLETC’s Information Resources Management Program, which comprises several enterprise-wide programs that are closely coordinated and integrated with all FLETC IT programs, all FLETC lines of business, and the corresponding programs at the Department.
  • IT Capital Planning & Investment Control
  • IT Acquisition & Budget
    • Management of the Consolidated IT Budget Portfolios
    • IT Acquisition Review
  • Information Management
  • Privacy
    • Privacy Oversight and Training
    • Privacy Compliance and Reporting
  • Disclosure
    • Freedom of Information Act
    • Privacy Act
  • Records Management
  • Forms Management
  • Section 508
    • Accessible Technologies
    • Accessible Information
  • CIO Directorate Standard Operating Procedures
  • Centralized CIO Directorate Administration
• Additional Services:
  • The following list of services include current gaps in capabilities that FLETC would like vendors to consider when responding to this RFI.
    • Quality Control
    • Acquisition Support
    • Configuration Management
    • Business Analysis
    • Customer Relationship Management
    • Systems Integration
    • Zero Trust Architecture Support
    • Division Administrative Support