Software-as-a-Service (SaaS) Subscriptions and Systems Integration (SI) Support Services for the Omnichannel Customer Communication System (OCCS)

What they want

• Track 1: resell SaaS subscriptions with usage-based billing: 40 Salesforce Service Cloud, 25 Sprout Social and 42 combined Adobe Workfront and AEM Assets licenses
• Salesforce AI features (Einstein / Agentforce): case routing, sentiment, response drafting, summaries, translation, with CUI and PII kept inside FedRAMP/ATO boundaries
• 6 TB or more of GovCloud storage for AEM Assets, with options to expand
• Track 2: act as systems integrator, hosting and configuring everything in FedRAMP Moderate (IL4) or High (IL5) GovCloud
• Migrate all digital assets, metadata and folders from Bynder DAM to AEM Assets with checksum checks and a formal decommissioning sign-off report
• Connect Salesforce, Sprout Social, Workfront and AEM Assets through bi-directional APIs, with change control through DeCA's Technical Review Board
• Provide cybersecurity support: ISSO duties, DoD RMF packages, eMASS upkeep, monthly POA&M closures and ATO renewals
• Provide Tier I coordination, Tier II and III help desk support, training, and a knowledge base, with 99.9% availability

What to include when you submit

• Submit one searchable Adobe PDF capability statement
• You may respond for Track 1 only, Track 2 only, or both
• Include company details: name, address, point of contact, CAGE code and UEI
• State your business size under NAICS 541519 (size standard $34.0 million or 150 employees) and any socioeconomic status
• List GWACs or Federal Supply Schedules you hold (GSA MAS, NASA SEWP V, DoD ESI, NIH CIO-SP3/4) with contract numbers
• Track 1 responders attach authorized reseller proof for Salesforce, Sprout Social and Adobe
• Answer the Track 3 questions on bundled versus separate procurement and contract structure
• Attach VPAT / Section 508 conformance reports as non-counting appendices (encouraged)
• Questions are allowed within 5 business days of issuance

You must have

• Track 1 resellers must prove they are authorized resellers of the platform makers (Salesforce, Sprout Social, Adobe). Resellers responding to Track 1 must provide valid proof of authorized reseller partner status from the platform OEMs (Salesforce, Sprout Social, Adobe).
• Hosting accredited at FedRAMP Moderate (IL4) or High (IL5) for the integrator track. within GovCloud hosting accredited at FedRAMP Moderate (DoD IL4) or FedRAMP High (DoD IL5)
• Contractor technical staff must meet DoD cyberspace workforce credentialing before project kickoff. Full compliance with DoD Manual 8140.03 / DoDD 8140.01 cyberspace workforce credentialing for 100% of contractor technical personnel prior to project kickoff.
• Software must meet Section 508 accessibility rules; a VPAT or ACR is required. All proposed software capabilities must comply with Section 508 of the Rehabilitation Act of 1973 (29 U.S.C. 794d).
• No partial coverage: a Track 1 response must cover all platforms and a Track 2 response must cover all support tasks. Responses covering software subscriptions must encompass all specified platforms
• Set-aside: none listed on the SAM notice. Respondents state their size and socioeconomic status.

Current contractor

No incumbent contractor is named. The current system already runs on Salesforce, Sprout Social, Adobe Workfront and AEM Assets, and DeCA's existing Bynder DAM repository is to be migrated and decommissioned.

Not in the notice text

• How to submit the response (email address or portal) is not given in the text provided
• Estimated contract value is not stated
• Contract vehicle: the RFI says 'Fair Opportunity under NAICS Code 541519' but does not name a vehicle
• Whether a solicitation will follow, and whether it will be set aside for small business
• Whether DeCA will buy SaaS and integration together or separately (this is what the RFI asks industry about)
• Whether the 5-business-day question window has already closed and where to send questions