Texas DIR/ESBD #HHS0017021

Texas HHSC statewide service desk and deskside support staffing and operations

Texas Health and Human Services Commission (HHSC) is seeking a contractor to provide statewide service desk and deskside support staffing and operations. - Buyer: State of Texas, Texas Health and Human Services Commission (HHSC), through Procurement and Contracting Services; based in Austin, Travis County. - Scope: Managed service desk and deskside support for HHSC and potentially other designated state entities, serving employees, contractors, volunteers, and designated provider staff. The contractor supplies qualified staff and associated labor, tools, equipment, and materials. - Staffing: The cost schedule lists 52 positions: 22 Enterprise Service Desk IT Support Specialist IIIs, 10 DFPS Service Desk IT Support Specialist IIIs, 5 TIERS IT/IEE Support Specialist IIIs, 14 Deskside Support Systems Administrator IIs, and 1 Deskside Services Team Lead. The solicitation also refers to providing up to 52 staff within 30 days and meeting an 85% staffing compliance threshold. - Services and deliverables: A transition phase, ongoing service desk and deskside operations, recruitment and staffing changes, onboarding and security, training, reporting and meetings, invoicing and timekeeping, performance/compliance management, departure tracking, and turnover services. The schedule also includes optional supplemental services at blended hourly rates. - Notable requirements: A transition of up to 60 calendar days; candidate screening, approval, onboarding, and replacement processes; background checks and access controls; and protection of confidential information and access within the United States. HHSC does not guarantee service volume or compensation; pricing is requested as all-inclusive unit prices and hourly rates. - OEMs and vendors: No OEMs, manufacturers, or prospective vendors are named in the provided materials. - Term: 36-month initial term with two 12-month extensions priced in the cost schedule, for up to 60 months, plus a separate two-month transition phase. Solicitation language also describes a possible additional operational extension if needed, limited to one year when no period is otherwise defined.

Description

The Texas Health and Human Services Commission is seeking Service Desk and Deskside Support Services. The solicitation sets out HHSC’s business, technical, and service-level requirements and describes its operating environment. Services may be used by state employees, contractors, volunteers, and HHSC-designated entities. The posted estimated value is $15,000,000.

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