2.2.1 70B06C25R00000019 DRAFT Attachment 4- Interview Questions.xlsx
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- Solicitation number
- 70B06C25R00000019
About this file
This file is an interview questionnaire attachment containing detailed questions that potential vendors must answer regarding their Laboratory Information Management System (LIMS) solution for U.S. Customs and Border Protection's Laboratory & Scientific Services. The questionnaire covers 21 major categories with multiple sub-questions focused on system capabilities and requirements.
The questions address critical areas including: IT security and compliance (including FEDRAMP requirements), data capacity (ability to support 400 concurrent users across 50 CBP locations), roles and permissions management, data migration capabilities, help desk support (24x7x365 with 99.9% availability), product enhancement processes, data integrity features, workflow configuration and customization, chain of custody tracking, search/query functions, case/resource management, reporting capabilities, electronic routing and signatures, barcode functionality (supporting ISO 15415/15416 standards), accreditation compliance (ANAB and ISO/IEC 17025), system availability requirements, data governance, training requirements, and integration support. Each question includes the government's preferred solution characteristics, with emphasis on proven solutions that require minimal customization and can maintain 99.9% uptime.
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Interview Questions
| LSS Laboratory Information Management System (LIMS) |
| RFP#: 70B06C25R00000019 |
| Attachment 4- Interview Questions |
| Element | Instructions to Offeror | Question | Evaluation Criteria | Offeror Response (1800 Character (~200 words) limit per question) | |
| 1. CBP IT operating criteria | The Offeror shall provide documentation or evidence about their system's current Privacy, Security and IT Compliance. The following items shall be addressed: | 1A) Has the system previously been operated in a hardened, secured, federal Government environment? | The Government prefers a compliant solution that has previously been installed in a hardened security environment. The Government requires a compliant solution that can complete CBP and DHS FEDRAMP, security authorization, and other processes, as indicated. | ||
| 1B) How long has the system been successfully operational with other customers? | The Government prefers a solution that has a documented record of successful operation for at least one year with 99% availability. | ||||
| 1C) What level of customization will the system require to meet LIMS Forensics Systems requirements? | The Government prefers a system that will require low to minimal customization for deployment using existing interfaces and dropdowns, with no new application coding required. | ||||
| 1D) What is the solution's cadence for patches and updates? | The Government prefers immediate turn around to address critical vulnerabilities with other updates to be addressed by routine patching (e.g.- monthly). | ||||
| 2. Data Capacity | The Offeror shall provide documentation or evidence about their system's capacities in terms of users and storage and remote login functionality. | 2A) How many users and cases can your system concurrently handle without performance degradation? How can your system perform to facilitate logins from remote locations? | The Government prefers a solution that has the capability to support over 400 concurrent users across approximately 50 CBP locations, including continental US and Alaska and Hawaii, and allows for remote access during travel or alternate work sites. | ||
| 3. Roles and Permissions | The Offeror shall detail how their system supports various roles and manages user access to ensure data security. The following items shall be addressed: | 3A) Does your system architecture support separation of duties based on user account profiles and roles based security? | The Government prefers a role based access control solution for all users and administrators. | ||
| 3B) How are user roles and their permissions created? | The Government prefers the ability to create user roles and permissions at the module level to allow for multiple user administrators. | ||||
| 4. Data Migration | The offeror shall detail and document support and design for migrating data from LSS existing system. | 4A) Does the solution support the ability to migrate existing LSS data into the system? | The Government prefers a solution which supports data migration of existing data into the new system. | ||
| 4B) Does the solution support the associated data migration activities to included and not limited too: • | Identifying and mapping data | ||||
| • | Identifying any necessary data conversions | ||||
| • | Validating the data mapping | ||||
| • | Validating data conversions | ||||
| • | Executing the migration and conversions | ||||
| • | Testing the migration and conversions | ||||
| • | Correcting data migration and conversion issues | ||||
| • | Validating the migrated and/or converted data | The Government prefers a robust data migration process. | |||
| 5. Help Desk - Software Integration Technical Support | The Offeror shall provide documentation detailing the help desk support for the solution for all users levels and functions. | 5A) Has your help desk process serviced the proposed solution with a similar size, scope, and complexity? | The Government prefers a solution that provides a support capability matching 99% system availability, 400 concurrent system users, 24x7x365 system operations at all LSS locations. | ||
| 5B) Has your help desk serviced this proposed solution before? | CBP prefers a help desk solution that provides support for users and administrators when they encounter technical challenges that only the Forensic LIMS vendor can resolve. | ||||
| 5C) How does the help desk function (contact, response times, availability, etc.)? | The Government prefers both telephonic and electronic access to the help desk to include an online FAQ section? | ||||
| 5D) How do you handle escalations within your help desk services, especially for complex or critical issues? | The Government prefers a solution that is able to quickly identify and escalate complex tickets to the appropriate help desk technician to maintain the required 99.9% availability. | ||||
| 5E) How quickly can customers expect a response from your help desk? | The Government prefers a solution that provides an initial response within 10 minutes and a corrective action to begin immediately thereafter. | ||||
| 5F) How do you ensure quality control, responsiveness, and knowledge of your solution? | The Government prefers a solution that provides: |
- Comprehensive Training: Thorough training on all aspects of the product they support. This includes technical knowledge, troubleshooting procedures, and common customer inquiries. Training should be ongoing to keep the help desk staff up to date with new features, updates, and industry best practices.
- Product Knowledge Base: Maintain a centralized knowledge base that contains comprehensive documentation, user guides, FAQs, and solutions to common issues.
-Clear Communications made available through the use of collaborative platforms such as MS Teams or Zoom, phone, email, and chat support along with a ticketing system.
| 5G) Are your help desk services managed in-house by the same team that develops the software solution, or is it out-sourced to a third-party provider? | The Government prefers a solution that's help desk personnel are able to quickly resolve issues for user and admin personnel especially those that could impact the solutions required 99.9% availability. | ||
| 5H) Do you provide help desk ticket tracking for your customers to monitor? | The Government prefers the ability to access a ticket tracking system to monitor issues. | ||
| 6. Product Enhancements | The Offeror shall explain how the system evolves over time. The following items shall be addressed: | 6A) Can customers test the new functionalities in their system sandboxes prior to receiving the upgrade in their production site? | The Government prefers the ability to analyze release notes and other related documentation and test new features in a sandbox prior to receiving upgrades to the Production environment. |
| 7. Data Integrity | The Offeror shall detail how the system supports data integrity. | 7A) Does the solution authenticate data integrity by a secure audit trail? | The Government prefers a solution in which audit trail functionality captures laboratory activities with a date and time stamp along with other details, such as username. |
| 8. Configuration and CustomizationA19:D32 | The Offeror shall detail the ability of the solution to be customized and configured. | 8A) Describe the process of mapping the solution to LSS workflows to aid configuration and customization efforts. | The Government prefers a solution which will map the solution to LSS workflows and to aid and minimize customization. |
| 8B) Does the solution contain the capability to allow for configuration that address workflows in each LSS functional areas (controlled substances, digital forensics, friction ridge, trade, reachback (narcotics and radiation/)nuclear), and palynology? | The Government prefers a solution which contains a configuration capability that address workflows in each LSS functional area . | ||
| 8C) Does the solution contain the ability to allow for customization of workflows using built-in tools provided by the contractor? Specifically, can workflows be edited when necessary, initially by the contractor, with guidance from the Government who will eventually perform this function after receiving the proper training. These workflows will make processing evidence consistent and accurate as it proceeds through the various stages of laboratory analysis. | The Government prefers a solution which contains a customization capability that address workflows in each LSS functional area which can eventually be accomplished by trained Government personnel. | ||
| 9. Chain of custody | The Offeror shall detail the solutions ability to support sample chain of custody with the ability to withstand legal challenges within the U.S. judicial system. | 9A) Does the solution contain the ability to support electronic and physical chain-of-custody that uses bar-codes and maintains chain of custody records that document the transfer of each item of evidence from collection to laboratory submission to final disposition? | The Government prefers a solution which utilizes/supports electronic and physical chain-of-custody that uses bar-codes to maintain chain of custody records of all items throughout the entire forensic sample lifecycle. |
| 9B) Does the solution contain the ability to track any sample (including subdivided) which can be transferred multiple times between different analysts and/or laboratories? | The Government prefers a solution with the ability to support sample chain of custody through various transfers within the laboratory system. | ||
| 9C) Does the solution allow for auditing and include secure time/date/analyst/location stamps/records? | The Government prefers an auditable solution with secure records detail all transactions associated with the sample/case. | ||
| 9D) Has the proposed solution undergone or been used to support forensic analysis or been used by a forensic laboratory which has received legal challenges related to sample/case chain of custody? | The Government prefers a solution which has been used to support forensic cases in legal proceedings. | ||
| 10. Search and Query | The Offeror shall detail and document the available search and query functions of the solution. | 10A) Does the solution enable any/all records to be search and export attributes into reports? | The Government prefers a solution which has contains search and query functions for any and all records. |
| 10B) Does the solution support exportable ad hoc, customized, recurring and automated searches/queries of any/all records for any date/time range? | The Government prefers a solution which supports a full range of reports or any/all data capable of exported/inserted into reports. | ||
| 10C) Does the system calculate metrics using entered data? | The Government prefers a solution which calculates metrics and allows for customization of metric calculations. | ||
| 10D) Does the system have configurable and/or recurring search query capabilities? | The Government prefers a solution with configurable and recurring queries and searchers for all data elements. | ||
| 11. Case/Resource management | The Offeror shall detail and document the available resource management capabilities of the solution. | 11A) Does the solution provide the capability to assign and track casework? | The Government prefers a solution in which casework can be assigned and tracked. |
| 11B) Does the solution contain configurable dashboards which display work load metrics at all user levels especially and analyst and supervisor level? | The Government prefers a solution with configurable dashboards which displays casework metrics at all user levels. | ||
| 11C) Does the solution contain the ability manage samples, equipment, and supplies in inventory (ex: expiration dates, quantities, etc.) and provide notification to assigned users when actions are necessary? | The Government prefers a solution capable of manage samples, equipment, and supplies in inventory (ex: expiration dates, quantities, etc.) and provide notification when actions are necessary. | ||
| 12. Reports | The Offeror shall detail and document the reporting capabilities of the solution. | 12A) Does the solution posses the ability to generate customizable, credible, dependable, and complete reports regardless of whether the end goal is trend analysis, prosecution, or research? | The Government prefers a solution that can generate customizable, credible, dependable, and complete reports |
| 12B) Does the solution posses the capability to provide a integrated user-friendly tool for data visualization which can create and display multiple internal dashboards. These dashboards can shall be configurable to display user-defined metrics (e.g., unit pending, priority assignments, due dates, turnaround time, backlogs, etc.)? | The Government prefers a solution that includes integrated user-friendly tool which can create and display multiple internal dashboards showing configurable user-defined metrics (e.g., unit pending, priority assignments, due dates, turnaround time, backlogs, etc.). | ||
| 12C) Does the solution posses the ability for the Forensic LIMS administrator or designee to assign permissions to create, modify, save, and access internal dashboards to individuals or groups? | The Government prefers a solution that allows for the assigning of dashboard roles. | ||
| 12D) Does the solution posses the capability for dashboards (internal and web-based) to display real-time metrics when accessed? | The Government prefers a solution that includes dashboards displaying real time metrics. | ||
| 12E) Does the solution posses the capability to use business intelligence and statistical software such as Databricks, Cognos, Salesforce, Tableau, PowerBI, Microsoft Excel, R, and Python to analyze data on an ad hoc basis for data analytics purposes? | The Government prefers a solution that uses use business intelligence and statistical software such as but not limited to Databricks, Cognos, Salesforce, Tableau, PowerBI, Microsoft Excel, R, and Python for data analytics. | ||
| 13. Electronic Routing and Signatures | The Offeror shall detail and document the Electronic Routing and Signatures capabilities of the solution. | 13A) Does the solution posses the capability to electronically route documents with automatic notifications to assigned users? | The Government prefers a solution which can electronically route documents and which automatic notifies assigned users. |
| 13B) Does the solution posses the capability to use electronic signatures with automatic notifications to assigned users? | The Government prefers a solution which use electronic signatures with automatic notifications to assigned users. | ||
| 14. Barcode | The Offeror shall detail and document the barcode capabilities included with the system | 14A) Does the solution have the ability to generate barcode labels and print for samples and/or for the containers and aliquots as they are pre-logged or received, and Reference Materials?? | The Government prefers a solution able to generate barcode labels and print for samples and/or for the containers and aliquots as they are pre-logged or received. |
| 14B) Does the solution allow users to configure barcode label formats and with the flexibility to include additional information? | The Government prefers a solution that allows users to configure barcode label formats with the flexibility to include additional information. | ||
| 14C) Does the solution allow users to generate unique and random barcode labels? | The Government prefers a solution that can generate unique and random barcode labels. | ||
| 14D) Does the solution restrict the same barcode from being registered/linked/used for more than one item? | The Government prefers a solution that restricts the same barcode from being registered/linked/used for more than one item | ||
| 14E) Does the solution conform with or is eligible for insertion in the DHS and CBP Technology Reference Model (TRM)? | The Government prefers a solution with a Barcode system (scanner and printer) that conforms with or is eligible for insertion in the DHS and CBP Technology Reference Model (TRM). | ||
| 14F) Does the solution contain an integrated barcode system utilized in the evidence/sample workflow/chain of custody and inventory management portions of the solution? | The Government prefers a solution with an integrated barcode system. | ||
| 14G) Does the solution support industry standard barcodes such as ISO 15415 (2D Barcodes) and ISO 15416 (1D Barcodes) or newer, network and secure wireless protocols to include read/write function for barcodes on materials commonly used within CBP? | The Government prefers a solution that support industry standard barcodes such as ISO 15415 (2D Barcodes) and ISO 15416 (1D Barcodes) or newer, network and secure wireless protocols to include read/write function for barcodes on materials commonly used within CBP. | ||
| 14H) Does the solution contain the capability to associate user login information when a barcode is scanned and/or created? | The Government prefers a solution that contain the capability to associate user login information when a barcode is scanned and/or created. | ||
| 14I) Does the solution contain barcode functionality to include using barcode for evidence chain of custody and transfer, processing the chain of custody transfer, physical custody location for a chain of custody and transfer, and other uses such as lot numbers, quality assurance designation, and instrument calibrations? | The Government prefers a solution that contains barcode functionality to include using barcodes for evidence chain of custody and transfer, processing the chain of custody transfer, physical custody location, and other uses such as lot numbers, quality assurance designation, and instrument calibration. | ||
| 14J) Is the solution's barcode capability compatible with non-proprietary industry standard 1D and 2D barcode scanning or newer, current barcode scanning and barcode printing equipment such as Zebra barcode printers, barcode scanners, and various document scanners? | The Government prefers a solution that is compatible with non-proprietary industry standard 1D and 2D barcode scanning or newer, current barcode scanning and barcode printing equipment such as Zebra barcode printers, barcode scanners, and various document scanners. | ||
| 14K) Does the solution allow barcode scanners to read any side and type (e.g., 1D & 2D) of the barcode without changing set-up parameters, allowing users to create 1D and 2D barcodes of varied sizes and to print those varied sizes without changing set-up parameters, support already established custody locations and corresponding 1D/2D barcodes? | The Government prefers a solution that allows barcode scanners to read any side and type (e.g., 1D & 2D) of the barcode without changing set-up parameters, allowing users to create 1D and 2D barcodes of varied sizes and to print those varied sizes without changing set-up parameters, support already established custody locations and corresponding 1D/2D barcodes. | ||
| 14L) Does the solution include barcode printers, readers and labels? | The Government requires a solution that includes barcode readers, scanners and a supply of bar code labels for all LSS locations. | ||
| 15. Accreditation | The Offeror shall detail and document the solutions ability to undergo and be a part of laboratory accreditation. | 15A) Does the solution support requirements for forensic laboratory accreditation compliance by accreditation bodies (ex. ANAB or another Accreditation Body and ISO/IEC 17025)? | The Government prefers a solution that has and is able to be part of laboratory accreditation compliance by accreditation bodies and standards (ex. ANAB or another Accreditation Body and ISO/IEC 17025). |
| 16. Case number | The Offeror shall detail and document the solutions ability to develop customized case numbers | 16A) Does the solution support for alphanumeric case numbers generated based upon fiscal year, LSS location, sample type (s), and sequential sample number? | The Government prefers a solution that allows for case number customization based upon internal LSS attributes. |
| 17. System availability | The Offeror shall detail and document the solutions availability. | 17A) Does the solution support a 99.9% uptime to include software updates and upgrade outages? | The Government prefers a solution that has an uptime of at least 99.9%. |
| 18. Data governance | The Offeror shall detail and document the solutions data governance capabilities. | 18A) How does the solution handle data validation at entry points to prevent incorrect or incomplete data? | The Government prefers a solution that can prevent incorrect or incomplete data. |
| 18B) Can data be automatically flagged or corrected if inconsistencies or errors are detected? | The Government prefers a solution that can flag or correct inconsistencies or errors if detected. | ||
| 18C) Which types of data errors can be detected? | The Government prefers a solution that can detect data errors. | ||
| 18D) How does the solution handle duplicate data? | The Government prefers a solution that can detect duplicate data errors. | ||
| 18E) Does the solution support configurable means to enforce business rules to maintain data integrity (ex: not to allow users to enter fields that are not associated with a specific discipline)? | The Government prefers a solution that can support configurable means to enforce business rules that maintain data integrity. | ||
| 18F) Does the solution allow administrators to define mandatory fields and conditional dependencies between data fields? | The Government prefers a solution that can allow administrators to define mandatory fields and conditional dependencies between data fields. | ||
| 18G) Does the solution provide warnings or visual indicators for incomplete, unreviewed and unvalidated data? | The Government prefers a solution that provide warnings or visual indicators for incomplete data and data that has not been review or validated. | ||
| 18H) Does the solution provide an audit trail to track corrections and changes made to incorrect data for user review? | The Government prefers a solution that provide an audit trail to track corrections and changes made to incorrect data for users to review. | ||
| 19. Training | The Offeror shall detail and document training associated with the solution. | 19A) Does the solution have onsite (for all LSS locations) training curriculums for users (all levels) and administrators? | The Government prefers a solution with onsite training for both users (all levels) and administrators. |
| 19B) Does the solution support train the trainer training which will certify Government personnel and/or agents to conduct user and admin training? | The Government prefers a solution with train the trainer training to include all materials. | ||
| 19C) Will training materials be developed that encompass LSS workflows? | The Government prefers training and materials tailored to meet LSS specific workflows. | ||
| 19D) Will the Government have data rights to reproduce any and all training material? | The Government prefers to have data rights to reproduce any and all training material. | ||
| 20. Integration support | The offeror shall detail and document support for design, development, and engineering of interface solutions. | 20A) Does the solution support using Application Programming Interfaces (APIs) where feasible, and use decoupled and reusable methods for integrating with external and internal data sources and systems while avoiding custom integration efforts where possible? | The Government prefers a solution which supports the use of API's to integrate withy CBP systems. |
| 20B) Does the solution support integration documentations to include, but not limited to Interface Control Documents (ICDs) and design documentation that ensures clear understanding of integration design mapped to business and system processes? | The Government prefers a solution which supports the use of ICDs to integrate withy CBP systems. | ||
| 21. Help Desk/Technical Support | The Offeror shall detail document help desk support post deployment. | 21A) Has your help desk serviced this proposed solution before? | CBP prefers a help desk solution that provides support for users and administrators when they encounter technical challenges that only the Forensic LIMS vendor can resolve. |
| 21B) Are your help desk services managed in-house by the same team that develops the software solution, or is it out-sourced to a third-party provider? | The Government prefers a solution that's help desk personnel are able to quickly resolve issues for user and admin personnel especially those that could impact the solutions required 99.9% availability. | ||
| 21C) How do you ensure quality control, responsiveness, and knowledge of your solution? | The Government prefers a solution that provides: |
- Comprehensive Training: Thorough training on all aspects of the product they support. This includes technical knowledge, troubleshooting procedures, and common customer inquiries. Training should be ongoing to keep the help desk staff up to date with new features, updates, and industry best practices.
- Product Knowledge Base: Maintain a centralized knowledge base that contains comprehensive documentation, user guides, FAQs, and solutions to common issues.
-Clear Communications made available through the use of collaborative platforms such as MS Teams or Zoom, phone, email, and chat support along with a ticketing system.
| 21D) How quickly can customers expect a response from your help desk? | The Government prefers a solution that provides an initial response within 10 minutes and a corrective action to begin immediately thereafter. |
| 21E) How do you handle escalations within your help desk services, especially for complex or critical issues? | The Government prefers a solution that is able to quickly identify and escalate complex tickets to the appropriate help desk technician to maintain the required 99.9% availability. |
| 21F) What is your typical process for issue resolution, and what metrics do you use to measure customer satisfaction? | The Government prefers a solution that regularly reviews feedback and identifies areas for improvement to enhance the responsiveness and knowledge of the help desk team. |
| 21G) Do you provide help desk ticket tracking for your customers to monitor? | The Government prefers the ability to access a ticket tracking system to monitor issues. |
DRAFT
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