The US Congress, House of Senate, Office of the Sergeant at Arms has a requirement for the US Senate Information Technology Support Contract V (ITSC V) project.

Although Senate IT systems have evolved in recent years, much like the IT systems of other organizations of its size, the Senate is not quite like other comparable organizations since it has some special environmental elements which the Contractor must accommodate in performance of the Contract. While many organizations strive for centralization of the functions and services for efficient operations, the Senate is a historic institution with an operational environment decentralized to meet the unique needs of the Members. In this environment, Senate offices are required to employ System Administrators (“Sas”), who are typically the first line of technical support within an individual office (see Section C.6.5.1). The Contractor is required to work with the SAs to keep the Office in optimal operational status.

The United States Senate (“Senate”) Office of the Sergeant at Arms (“SAA”) is responsible for managing the Information Technology Support Contract (“ITSC”) for the outsourcing of essential IT services in support of the IT Support Program. The IT Support Program will provide support services for workstation and server hardware, operating system software, and application software as well as break-fix and maintenance services and on-site maintenance and support for the Senate in Washington, DC, and the fifty (50) states for Senate Member, Committee, Leadership and Officer Offices.

The IT Support Program for the Senate is made up of two contracts: Help Desk and IT Installation. The Help Desk team and IT Installation team shall collaborate to seamlessly support all Senate offices.

• The Installation Team responsibilities under its contract include, but are not limited to, product acquisition, installation, hardware relocation, maintenance, break-fix issues and managing and executing warranty repairs
• The Help Desk Team responsibilities under this contract shall include Help Desk services accessible to DC and state office staff, ensuring timely responses to IT issues during standard business hours, including remote troubleshooting
• The Installation Team referenced above in Item A, shall be responsible for the installation and setup of newly acquired hardware, software, devices and related IT hardware
• The two contractors shall provide a unified, efficient service experience for the Senate customer.

It is the expectation that the Helpdesk Team and the Installation Team shall always maintain open lines of communication, share relevant information, and coordinate efforts to ensure prompt resolution of customer problems. System Consultants assigned to this contract shall foster collaboration between both teams, providing expertise and support across all aspects of customer service and technical operations. System Consultants shall work with both teams to streamline processes, improve problem-solving capabilities, and ensure consistent knowledge transfer. (See also C.5.8 CLIN 8 System Consultants.) During performance of the IT Support Program, the SAA reserves the right to consolidate the two Contract scopes, IT Support Program and Helpdesk, into one Contract, if in the best interest of the Senate.