ICE ERO Adaptive OM-Responses to RFI Questions.xlsx
XLSX spreadsheet 28 KB Posted
- Attached to
- Request for Information (RFI) - Enforcement and Removal Operations (ERO) Adaptive Operations and Maintenance
- Solicitation number
- 192126CIOSDD20030
- Issued by
-
Immigration and Customs Enforcement
About this file
This file is a compilation of industry responses to a Request for Information (RFI) regarding the consolidation of ICE's Enforcement and Removal Operations (ERO) adaptive and operational maintenance support, presented as government responses addressing 31 questions and comments submitted during the RFI comment period. The RFI is for market research and acquisition strategy refinement and does not constitute a commitment to contract or a solicitation for proposals. The consolidation will merge two predecessor task orders—Task Order #70CTD021FR0000226 (Harmonia Holdings Group, LLC) and Task Order #70CTD023FR0000017 (KCI-Acuity, LLC)—into a single integrated operations and maintenance contract supporting enforcement applications, data management, reporting functions, and modernization activities including migration to the CMA/Foundry platform.
The scope encompasses application portfolio support (booking, case management, logistics/bonds, and interfaces), operations and maintenance, DevSecOps, data lake operations, reporting and analytics, security, suitability, and staffing across multiple systems and platforms including Oracle, Databricks, Qlik, Palantir, ServiceNow, JIRA, GitHub Enterprise, and AWS GovCloud. Key performance requirements include support for approximately 100 ad hoc query requests monthly, Tier 2/3 support with 24x7 critical-production coverage for mission systems and 7:00 AM–7:00 PM Eastern Time coverage for data lake/reporting operations, production-error thresholds of 0.9%, and 3% long-running-transaction limits. The government acknowledged multiple industry recommendations and indicated that the final RFP solicitation will address staffing baselines, CLIN structure and contract type, transition and day-one full-performance expectations, SLA/QASP calculation methodologies, security authorization requirements, government-furnished resources and licensing responsibilities, historical workload data, modernization roadmaps, and clarification of responsibility boundaries among the contractor, ICE personnel, platform providers, and other support contractors. The timeline for RFP issuance and award remains unknown, and acquisition strategy determinations regarding contract vehicles, set-asides, multiple awards, and small-business participation are pending completion of market research.
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Sheet1
| # | Section | Page Number | Reference Paragraph | Question/Comment | Government Response | |
| 1 | 2.0 - Background | 2 | Government states that multiple contracts historically supported separate enforcement application, data management and reporting functions. | Will the Government identify the predecessor contracts being consolidated, including contract/task-order numbers, scope, incumbents, approximate values and expiration dates, to provide industry visibility into the existing delivery environment and facilitate informed teaming and transition planning? | The predecessor contracts are Task Order #70CTD021FR0000226 (which was awarded to Harmonia Holdings Group, LLC) and Task Order #70CTD023FR0000017 (which was awarded to KCI-Acuity, LLC). | |
| 2 | 15.0 - Key Personnel and Staffing | 13 | Key Personnel and Staffing table | Recommend that the government consider revising it's key personnel to exclude "Business Analysts / Data Analysts / Technical Writers." | The Government acknowledges the recommendation. The Key Personnel list in Section 15 remains under review. The Government will consider whether Business Analyst, Data Analysts and Technical Writer should remain key personnel or be addressed as non-key labor categories in the final solicitation. | |
| 3 | 5.3.2 ERO Data Lake, IDRS/ERR O&M, and Reporting Operations | 8 | The Contractor shall: Support approximately 100 ad hoc query requests per month for ERO Data Lake/ERR unless the Government revises the | |||
| workload estimate. | Under Section 5.3.2, the requirement states that the contractor shall “support approximately 100 ad hoc query requests per month for ERO Data Lake/ERR unless the Government revises the workload estimate." Can the government confirm whether this estimate reflects the current average monthly workload and provide any available context on request complexity, expected turnaround times, and whether requests are typically evenly distributed throughout the month or concentrated around specific reporting cycles? | The estimate of approximately 100 ad hoc query requests per month is intended as a planning estimate for the ERO Data lake/ERR workload. The Government will consider providing additional workload context in the final solicitation, including available information regarding request complexity, turnaround expectation, and reporting-cycle patterns. Final workload estimates and performance expectations will be provided in the RFP, as applicable. | ||||
| 4 | 5.2.2 - Application Portfolio Support | 7 | Application portfolio table identifies Booking, Case Management, Logistics/Bonds, and Interfaces, with subcomponents/services “To Be Provided with RFQ.” | Will the Government provide, with or before the draft RFQ, a complete application inventory identifying each system/application, technology stack, hosting environment, user population, interfaces, databases, ATO status/expiration, criticality, operating hours, and lifecycle disposition (sustain, migrate, read-only, or decommission)? The inventory is a primary driver of O&M staffing and pricing and is necessary to establish a comparable pricing baseline. | The government will provide as much information as practicable and as needed in order to facilitate adequate competition and innovation. | |
| 5 | 5.2 / 5.3 / 11.0 - O&M/DevSecOps, Data Management & Performance Standards | 6-9, 11-12 | Scope includes incidents, defects, releases, pipelines, reports, analytics, and recurring operations; approximately 100 ad hoc queries/month is one of the few stated workload volumetrics. | Will the Government provide 24 months of historical workload and environment volumetrics, including ServiceNow/JIRA tickets by system, priority and tier; incidents/outages; defect and enhancement backlogs; release cadence; concurrent Agile teams; security findings; pipelines/jobs; Databricks workflows; reports/dashboards; ad hoc requests; supported users; and relevant data volumes? | The Government acknowledges the request for historical workload and environment volumetrics. The Government will consider providing available historical data in the solicitation or procurement library, such as ticket volumes, incidents, defects, releases, supported systems, reporting workloads, and other operational metrics. Any data provided will be subject to availability, relevance, and appropriate handling limitations. | |
| 6 | 5.1.1 / 5.2.3 / 11.0 - FFP Staffing and Enhancement CLINs | 4, 7, 11-12 | PWS requires 100% FFP staffing while enhancement/modernization is separately tracked under T&M or optional CLINs, with a potential 10% withholding for staffing shortfalls. | Will the Government define the anticipated CLIN structure and baseline for FFP staffing, including which activities are FFP versus T&M/LH/optional; the labor-category/FTE baseline against which “100% staffing” will be measured; and objective criteria distinguishing baseline O&M from enhancements/modernization? | The government cannot define the CLIN, Contract Type, nor Contract Vehicle until all market research and acquisition strategies are assessed. | |
| 7 | 5.1.1 / 5.2.3 / 11.0 - FFP Staffing and Enhancement CLINs | 4, 7, 11-12 | PWS requires 100% FFP staffing while enhancement/modernization is separately tracked under T&M or optional CLINs, with a potential 10% withholding for staffing shortfalls. | Can the Government please clarify whether the 10% withholding applies to the entire monthly FFP amount or only the affected portion, and how PTO, vacancies and Government-caused onboarding/access delays will be treated? | The government is evaluating for performance incentives and disincentives. Regardless of what strategies are implemented, it is the government's expectation that it is being delivered the value and quality required in accordance with contractual requirements and the contractor's proposed solution. If at any point the government determines that there is discrepancy; the government intends to work with the contractor in good faith to address such discrepancies and if needed remedy any damages. | |
| 8 | 5.1.2 / 5.1.4 / 6.0 / 8.0 - Transition and Full Performance | 4-6, 10 | Full O&M performance and transition begin on day one while transition requires knowledge transfer, suitability/EOD, accounts, GFE, repositories and environment access. | Given the requirement for day-one full performance, will the Government establish a defined transition/phase-in period with incumbent overlap, contractually required knowledge transfer, and graduated performance standards? Please identify the anticipated transition duration and how delays in suitability/EOD, PIV, GFE, privileged accounts, network/cloud access, repositories and production environments will be treated for QASP/SLA purposes. | The Government acknowledges the transition concern. The draft PWS requires transition-in activities with no disruption to operational services and states that full performance begins on day one of the base period unless otherwise directed by the Government. The Government will consider clarifying transition expectations in the final solicitation, including anticipated transition duration, incumbent knowledge transfer, access provisioning, GFE availability, required artifacts, repositories, documentation, backlogs, and the treatment of Government-caused delays or dependencies. | |
| 9 | 5.2.5 - CMA Migration, Legacy Decommissioning and Target-State Transition | 7, 8 | Contractor must sustain legacy systems during CMA migration and reduce residual support as systems transition. | Will the Government provide the current CMA migration roadmap, including systems in scope, sequencing, milestones, expected migration dates, target-state platforms and planned decommissioning dates? As legacy scope declines or migration workload increases, what mechanism will be used to adjust the FFP baseline, e.g., planned step-downs, annual rebaselining, etc.? | The Government acknowledges the request for CMA migration roadmap information. Then Government will consider providing available migration/decommissioning, planning information with the solicitation, to the extent releasable and sufficiently mature. The Government will also consider whether the final solicitation should address mechanisms for adjusting baseline support as legacy scope changes, such as option-year rebaselining, optional CLIN's, tasking mechanisms, or other contract administration approaches. | |
| 10 | 5.2.1 / 5.3.2 / 11.0 - Tier 2/3 Support and Coverage | 6, 8, 11 | PWS references Tier 2/3 support, Tier 3 escalation, 24x7 critical-production support, and 7:00 AM-7:00 PM ET Data Lake/reporting coverage. | Please clarify the Tier 1/2/3 responsibility model and provide a system-by-system support coverage matrix. Which functions are Government, or third-party, operated; which systems require 24x7 coverage; what are historical after-hours incident volumes; and will an on-call model with defined response SLAs satisfy the 24x7 requirement, or are continuously staffed shifts required? | The Government acknowledges the request for a support coverage matrix. The draft PWS distinguishes mission system Tier 3 support, which may require 24x7 support for critical production incidents, from ERO Data Lake/reporting/analytics support, which is stated as 7:00 AM to 7:00 PM Eastern Time with a documented critical incident escalation process unless full 24x7 coverage is directed. The Government will consider clarifying Tier 1/2/3 responsibilities, system-specific coverage requirements, historical after-hours workload, and whether on-call coverage satisfies 24x7 requirements in the final solicitation. | |
| 11 | 11.0 - Performance Standards | 11, 12 | PWS establishes production-error, transaction, deployment, resolution, availability, pipeline and other metrics. | Will the Government provide definitive calculation methodologies, denominators, applicability, exclusions and stop-clock provisions for each SLA/QASP metric, including the 0.9% production-code-error and 3% long-running-transaction thresholds and the Tier 3 resolution metric? Please also identify exclusions for Government approvals, infrastructure/platform outages, external interfaces, other contractors, and authorization/access delays. | The Government acknowledges the request for definitive SLA/QASP calculation methodology. The Government will consider revising the final PWS/QASP to provide clearer metric definitions, denominators, exclusions, stop-clock provisions, and applicability by system or service area. The Government will also consider clarifying treatment of delays or failures attributable to Government approvals, infrastructure/platform outages, external interfaces, other contractors, and authorization/access dependencies. | |
| 12 | 5.1.4 / 12.0 / 15.0 - Security, Suitability and Staffing | 5-6, 12-13 | Significant security responsibilities are identified, but Section 12.0 Security remains reserved. | Will Section 12.0 be populated with sufficient time for industry review and comment, and will the Government identify required suitability/clearance levels, citizenship requirements, position sensitivity, privileged-user requirements, EOD prerequisites, reciprocity for existing DHS/ICE or Federal adjudications, and anticipated suitability/EOD processing timelines? | The government will include all regulatorily required language as needed once it finishes refining its requirements. | |
| 13 | 3.1 / 6.0 / 14.0 - Operating Environment, GFE and ODCs | 2-3, 10, 12 | PWS identifies numerous cloud, data, analytics and DevSecOps platforms while also permitting approved software/licenses as ODCs. | Will the Government identify which platform, consumption and licensing costs are Government-funded versus contractor ODCs, particularly AWS GovCloud compute/storage and Databricks consumption? Please also identify Government-provided licenses for Databricks/Unity Catalog, Qlik, Palantir, Oracle/OAS, Informatica, ServiceNow, JIRA/Confluence, GitHub Enterprise and the DevSecOps toolchain. | The Government acknowledges the request for clarification regarding platform, consumption, and licensing costs. The final solicitation is expected to identify Government-furnished systems, tools, licenses, and any contractor-provided ODC expectations to the extent known. The Government will consider clarifying, if needed, cost responsibility for AWS GovCloud, Databricks, Unity Catalog, Qlik, Palantir, Oracle/OAS, Informatica, ServiceNow, JIRA/Confluence, GitHub Enterprise, and DevSecOps toolchain licensing or consumption costs. | |
| 14 | RFI Purpose / PWS 8.0 - Acquisition Approach | RFI 2; PWS 10 | The RFI is being used in part to determine the acquisition strategy and potential contract vehicle; the PWS refers to a consolidated task order. | When does the Government anticipate issuing the RFP and making the award(s)? | The timeline for issuing the RFP and making the award is currently unknown. | |
| 15 | 3.0 / 5.1 - Scope and Integrated Program Management | 2, 4 | Requirement consolidates program management, solution integration, application delivery and data management under one accountable contractor; the draft does not specifically address OCI provisions. | What Organizational Conflict of Interest provisions does the Government anticipate for the consolidated award? Will mitigation plans be permitted, and does the Government anticipate any restrictions on the awardee competing for or performing related ICE efforts, including CMA, IV&V, architecture, or data-strategy support? | Ogranizational Conflict of Interest provisions and mitigation plans are yet to be determined. | |
| 16 | PWS 3.0; 5.2.2 | Scope baseline | Will ICE provide, with the anticipated solicitation, a complete inventory of the applications, systems, interfaces, databases, data assets, reports, dashboards, and pipelines within scope, including for each its technology stack and version, hosting environment, criticality, user population, authorization boundary, operational status, and planned disposition (retain, modernize, migrate, read-only, or decommission)? | The Government intends to provide the requested information in the soliciation as practicable. | ||
| 17 | PWS 3.1; 5.2.5; RFI Form Q14 | Oracle and legacy technologies | The draft PWS identifies Oracle among the supported database technologies, and the RFI references legacy Oracle Analytics Server (OAS) and Informatica support. Have any of these Oracle or Informatica components already transitioned, or are they still active requirements? Please identify the Oracle products, databases, applications, versions, and associated OAS/Informatica components that will remain in scope at award, together with their anticipated migration or retirement timelines. | The Government acknowledges the request for clarification regarding Oracle, Oracle Analytics Server, and Informatica. The draft PWS identifies potential current and target technologies and notes legacy OAS/Informatica support as an area for industry feedback. The final solicitation may identify which Oracle, OAS, Informatica, and related components remain in scope at award, including any known migration or retirement expectations, to the extent such information is available and releasable. | ||
| 18 | PWS 5.2.2; 5.2.5 | Application and CMA boundaries | Please clarify the division of responsibilities among this contractor, ICE personnel, the CMA/Foundry platform provider, and any other support contractors for CMA migration, platform administration, application development, data migration, interface conversion, testing, production operations, and legacy-system decommissioning. | The Government acknowledges the request for clarification regarding CMA migration and related responsibility boundaries. The contractor under this requirement is expected to support operational continuity, migration/decommissioning analysis, data and interface impacts, residual legacy support, documentation, testing support, and coordination with Government and other contractor teams as directed by ICE. The final solicitation may further define responsibilities among the contractor, ICE personnel, platform providers, and other support contractors. | ||
| 19 | PWS 5.3.1–5.3.7 | Data-management boundaries | Please clarify the scope and ownership boundaries among ERO Data Lake, IDRS, ERR, IIDS, DSSDM, Unity Catalog, Qlik Sense, Databricks, OAS, and other reporting repositories, including which capabilities the contractor will operate directly, which are Government- or third-party-managed, and which are expected to migrate or be retired during performance. | The Government acknowledges the request to clarify data-management boundaries. The draft PWS consolidates ERO Data Lake, IDRS/ERR/IIDS, DSSDM, Unity Catalog, Qlik Sense, Databricks, OAS, and related reporting and analytics support under Task Area 3. The Government intends to provide additional information in the solicitation, as appropriate, regarding which capabilities are contractor-operated, Government-managed, third-party-managed, planned for migration, or planned for retirement. | ||
| 20 | PWS 5.2.1; 5.3.2; 11.0 | Workload baseline | Will ICE provide historical workload data sufficient for staffing and pricing, including ticket volumes by system and severity, incident and outage history, enhancement backlog, releases and deployments, recurring and failed pipeline jobs, report/dashboard inventory and usage, ad hoc query volumes, data volumes and growth, security findings, and after-hours support events for at least the most recent 12 months? | The Government acknowledges the request for historical workload data. The Government will consider providing available workload and environment volumetric information with the solicitation as appropriate. This may include ticket volumes, incident history, enhancement backlog information, release and deployment history, pipeline/job information, reporting and dashboard information, ad hoc request volumes, data volume information, security findings, and after-hours support data, subject to availability, accuracy, relevance, and handling restrictions. | ||
| 21 | PWS 5.1.2; 8.0 | Transition and Day-One performance | Because full O&M and transition performance is required on day one, will ICE provide a transition or overlap period with incumbent contractors? Please identify the anticipated transition duration, incumbent knowledge-transfer obligations, timing for suitability and system access, and the artifacts, repositories, credentials, documentation, backlogs, and Government-furnished resources expected to be available at award. | The Government acknowledges the transition concern. The draft PWS requires transition-in activities with no disruption to operational services and states that full performance begins on day one of the base period unless otherwise directed by the Government. The Government will consider clarifying transition expectations in the final solicitation, including anticipated transition duration, incumbent knowledge transfer, access provisioning, GFE availability, required artifacts, repositories, documentation, backlogs, and the treatment of Government-caused delays or dependencies. | ||
| 22 | PWS 5.2.5 | Modernization roadmap | Will ICE provide the anticipated sequencing and schedule for CMA migration and legacy decommissioning, including the systems expected to migrate during each performance period, systems expected to remain in residual or read-only support, key dependencies, and the criteria ICE will use to accept migration and authorize decommissioning? | The Government acknowledges the request for a modernization and decommissioning roadmap. The contractor will be expected to support CMA migration, legacy sustainment, residual operations, and decommissioning as directed by the Government. The Government will consider providing available sequencing, schedule, system disposition, key dependency, and acceptance/decommissioning information with the solicitation, to the extent such information is available, sufficiently mature, and releasable. | ||
| 23 | PWS 5.1.3; 5.1.4 | Security and authorization | Please identify the number of ATOs and authorization boundaries within scope, their current authorization status and renewal dates, applicable impact levels and data classifications, open POA&Ms or material security findings, and the respective responsibilities of the contractor, System Owners, ISSOs, OCISO, privacy personnel, and platform providers for continuous monitoring, remediation, and authorization support. | The Government acknowledges the request for information regarding ATOs, authorization boundaries, POA&Ms, and security responsibilities. The draft PWS requires contractor support for security, privacy, authorization, continuous monitoring, access control, vulnerability management, and compliance activities. The Government will consider providing additional security authorization information in the final solicitation, including authorization boundaries, ATO status, renewal timelines, and responsibility divisions, as appropriate and releasable. | ||
| 24 | PWS 5.2.1; 5.3.2; 11.0 | Coverage and service levels | Please clarify the staffing and response expectations for 24x7 mission-system Tier 3 support versus the 7:00 a.m.–7:00 p.m. Eastern Time data/reporting support window, including whether dedicated on-call coverage is required, expected after-hours workload, severity definitions, response and resolution targets, escalation procedures, and any system-specific availability requirements. | The Government acknowledges the request for clarification regarding coverage and service levels. The draft PWS states that mission system Tier 3 support shall be provided on a 24x7 basis as required for critical production incidents, while data lake, reporting, and analytics support is expected during business-day coverage from 7:00 a.m. to 7:00 p.m. Eastern Time with a documented critical incident escalation process unless the Government directs full 24x7 coverage. The Government will consider further clarifying coverage expectations, severity definitions, escalation procedures, historical after-hours workload, response and resolution targets, and system-specific availability requirements in the final solicitation. | ||
| 25 | PWS 5.2.3; 10.0 | Contract type and CLIN structure | Does ICE anticipate separate CLINs and funding for recurring O&M, program management, data operations, enhancements, modernization, surge support, and transition? Please also clarify how work will be classified and authorized between FFP and T&M or optional CLINs, particularly when an operational defect requires enhancement or technical-debt work to resolve. | The government cannot define the CLIN, Contract Type, nor Contract Vehicle until all market research and acquisition strategies are assessed. | ||
| 26 | PWS 6.0 | Government-furnished resources | Please identify the Government-furnished environments, cloud services, licenses, tools, repositories, test data, devices, and specialized training that ICE expects to provide. Please clarify whether offerors should price any cloud consumption, commercial software licenses, platform support, or development and testing tools. | The Government acknowledges the request for information regarding Government-furnished resources and contractor-priced resources. The draft PWS states that ICE will provide GFE as necessary and that contractors must use GFE and Government-approved systems. Offerors should not price cloud consumption, commercial software licenses, platform support, development tools, testing tools, or other Government-approved enterprise tools unless expressly directed otherwise in the final solicitation. | ||
| 27 | PWS 5.1.1; 5.2.2; 5.3.2 | Staffing and place of performance | Please identify the anticipated place-of-performance model, including onsite, remote, and hybrid expectations; required work locations; suitability, clearance, or citizenship requirements; estimated Government workspace and GFE availability; and whether ICE anticipates minimum staffing levels or designated key personnel by task area. | After the requirements are established, the requested information will be provided in the final solicitation as practicable. | ||
| 28 | PWS 2.0; RFI Purpose | Small-business participation | Some workstreams included in the proposed consolidation have historically been acquired through small-business or 8(a) competition. To preserve meaningful small-business prime-contracting opportunities while achieving the Government’s integration objectives, will ICE consider a total or partial small-business set-aside, an 8(a) set-aside, small-business reserves, multiple awards, or separately competed task areas or CLINs? Will ICE’s market research assess whether at least two capable small businesses or small-business teams can perform all or discrete portions of the requirement at fair market prices? | The government will make all determinations after evaluation of market research and consultation with Small Business Specialist | ||
| 29 | RFI Purpose; PWS 2.0 | Acquisition approach | Does ICE currently anticipate a single-award or multiple-award approach, and which contract vehicles, NAICS code, size standard, ordering procedures, and approximate value range are under consideration? If ICE retains a single consolidated award, will the solicitation permit offerors to demonstrate capability through the combined experience of the prime contractor and proposed major subcontractors or teaming partners? | The government cannot define the CLIN, Contract Type, nor Contract Vehicle until all market research and acquisition strategies are assessed. | ||
| 30 | RFI / PWS (title page) | The RFI is titled "Adaptive and Operational Maintenance Support." The draft PWS is "Enforcement Systems and Data Reporting Operations & Maintenance, Modernization, and Enhancement Support Services" Will the government please clarify that this is the same RFI/PWS for the opportunity? | The government will finalize the title after it finalizes its requirements. | |||
| 31 | PWS Section 12 & 13 | Each of these sections are labeled as "reserved." Will the government please clarify if those will be provided in the RFQ? | The government will include all regulatorily required language as needed once it finishes refining its requirements. |
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