RFP 12SAD120R0016 RD Application Sustainment Operations & Maintenance

The United States Department of Agriculture (USDA) Rural Development (RD) Business Center has a need for contractor technology support in four focus areas: Focus Area 1: RD Application Helpdesk Support (O&M) - Tier 1, Tier 2, and Tier 3 helpdesk providing application support, User-Access Management (UAM), ticket management, ticket platform/system management, IT Service Management, training, reporting, and coordination for support of new production services. Focus Area 2: Production Support Operations (PSO) (O&M) – support PSO by implementing, enforcing, and maintaining separation of duties between IT development and operational support efforts and keep RD applications running smoothly by providing production support, monitoring/dashboard, analysis, incident management, and improving standard processes/procedures. Focus Area 3: Sustainment Engineering Team (SET) (O&M) - sustaining lifecycle support of deployed/production applications/systems, covering everything from new feature requests, bug fixes, product improvements, and process improvements, including consistency in the way the product source code is developed, tested, and managed. Implementing best practices to streamline a DevOps model for lowering cost/price of operations and maintenance (O&M) across the legacy RD system portfolio. Focus Area 4: Legacy System Enhancement and/or Modernization Planning (DME) - legacy system enhancement or modernization planning, using an Agile approach to address complex IT objectives incrementally in order to increase the likelihood of achieving workable solutions for attainment of those objectives. Please see attached RFP 12SAD120R0016 Application Sustainment O-M, along with USDA RD App Sustain_List of Systems Supported, USDA RDTO Attachments, and USDA RD Application Sustainment O-M TASK ORDER 01.