2.2.1-Attachment 1 PWS.docx

Attachment 1: PWS 70CMSD23R00000001

U.S. Immigration and Customs Enforcement (ICE) Student and Exchange Visitor Program

May 18, 2023

Performance Work Statement I-901 Fee System Operation & Maintenance Support

Table of Contents

1.0 BACKGROUND

The Student and Exchange Visitors Program (SEVP) is required to collect information relating to nonimmigrant foreign SEVP participants during the course of their stay in the United States so that only legitimate foreign students or exchange visitors gain entry to the United States. SEVP requires the students and exchange visitors (EVs) to register with SEVP through the submittal of Form I-901, along with the required fee, to the Financial Management Service (FMS), a bureau of the U.S. Department of the Treasury, via lockbox or the I-901 Fee Collection Web Services application located on the I-901 Fee website. Approved EV Sponsoring Organizations also may submit Forms I-901 to Immigration and Customs Enforcement (ICE) on behalf of multiple students and EVs via bulk filing through the I-901 Fee website. Over 1,000,000 students and approximately 8,700 schools utilize the I-901 Fee Collection Web Services application annually to submit their I-901 forms and visa payment to FMS. The System Overview below provides a description of the system using non-technical terms and provides a high-level depiction of the system architecture.

System Overview The following diagram is the conceptual design of the current I-901 system.

I-901 Conceptual Diagram 2017

2.0 SCOPE

The Contractor shall provide the required SEVP I-901 Form Fee Collection and Receipting activities and related support services as specified herein (collectively referred to as “required I-901 Fee Services”), for the purpose of expediting the collection of fees and applications related to, and in support of, SEVP operations. These services and activities include hosting and software operations and maintenance (O&M) services to ensure a continuously operating and secure application available 24 hours a day, 7 days a week annually capable of processing the I-901 payments received by SEVP. Additionally, the Contractor shall provide technical support and software development to implement enhancements to the legacy application. The Contractor shall also provide customer service support to ensure system users receive appropriate assistance in managing any service issues that arise. The Contractor shall also be responsible for tracking and reporting the issues identified by users.

The Contractor shall be aware that the Government and other contractors are engaged in similar and supporting work, requiring close cooperation amongst various stakeholders. Contractors are expected to form a cohesive team with all SEVP team members to include the Government and other contractors to foster transparency and information sharing for successful task execution.

It is also anticipated that the I-901 System currently hosted in a properly secured and configured IT environment at US Bank, will need to be migrated to another hosting environment supported by the awardee that meets the requirements of the Government for hosting its financial systems as listed in Section 2.1 Applicable Policies and Standards.

Lastly, it is the Government’s intention to continually pursue improvements to processes and practices which will result in meeting mission requirements at the lowest possible cost in a timely fashion. The Contractor is expected to partner with the Government to support this goal by providing strategic recommendations for improvements through continual analysis of the I-901 application and all other business processes associated with fee collection. All contractors working the contract must be U.S. citizens.

2.1. Applicable Policies and Standards

The Contractor shall comply with the latest version of all Federal, DHS and ICE technology standards and architecture policies, processes and procedures applicable to the support of the I-901 application environment in the following categories:

· Federal Privacy and Security Legislation;

· Government Auditing Standards;

· Federal Information Processing Standards (FIPS);

· Presidential Directives and Executive Orders on Systems Security;

· Office of Management and Budget (OMB) Circulars (i.e. A-11, A-130, A-127 and A-123);

· DHS and ICE Enterprise Architecture (EA) Privacy and Security Policies;

· Section 508 Standards;

· DHS Section 508 Policies;

· Section 508 of the Rehabilitation Act (as amended by the Workforce Investment Act);

· Enhanced Border Security and Visa Entry Reform Act;

· Uniting and Strengthening America by Providing Appropriate Tools Required to Intercept and Obstruct Terrorism (USA PATRIOT) Act;

· Illegal Immigration Reform and Immigrant Responsibility Act (IIRIRA);

· ICE System Lifecycle Management (SLM) Handbook;

· Government Information Security Reform Act;

· Computer Security Act;

· Federal Information Security Management Act (FISMA);

· Federal Financial Management Improvement Act (FFMIA);

· DHS 4300 Security Standards;

· DHS 4300A Sensitive Systems Policy Directive;

· DHS 4300A Sensitive Systems Handbook Attachment R;

· Compliance Framework for CFO-Designated Systems;

· Federal Information System Controls Audit Manual;

· DHS 4300A, IT Security Sensitive Systems Handbook; and

· ICE Directive, IT Security Policy Supplemental for SBU Systems

· National Institute of Standards and Technology Special Publication 800-53.

3.0 TASKS

3. Transition, transfer, and sustain the existing I-901 Fee Collection Web Services Application and Payment Processing System The Contractor shall provide a workforce that is fully qualified and capable of performing all work required under the task order following the transition-in period. The Government will provide the Contractor access to SEVP during the transition-in period to: (1) Attend post award kick-off; (2) Obtain Security clearances; and (3) Observe operations in preparation for integration; including transitioning, transferring, and sustaining the current I-901 application. The Contractor may observe personnel in performance of the program management support, adjudications support, and file management support tasks. The Contractor shall ensure during transition-in activities that it shall not interfere with productivity. The successor shall coordinate all visits in advance and arrange to be accompanied by a Government employee previously designated for that purpose. Discussions with Government or incumbent Contractor’s employees while they are on duty shall be coordinated by the COR. During the transition-in period, the Contractor shall become familiar with performance requirements in order to commence full performance of services at the end of the transition period.

The Contractor shall work with the incumbent Contractor if needed to facilitate data migration efforts, and software and hardware configuration efforts to guarantee all facets of the I-901 Fee System are operational with no gap in service within 12 months of the award.

By the end of the transition period, the Contractor shall sustain the existing I-901 Fee Collection Web Services application in its entirety, including integration with the existing Lockbox services, to ensure continuity in the receipt and processing of fee payments. In doing so the Contractor shall ensure all FMJAdmin and FMJfee capabilities continue without a break in service including:

· Web based Payments;

· Coupon Printing;

· Check Status and Payment Confirmation Printing;

· Chargeback Processing;

· Transfer Capability;

· Western Union Payments;

· Payment Refund Capability;

· Automated Emails;

· I-901 Form Information Change Capability;

· Automated Transfer Requests;

· Reporting;

· Bulk Filer Payments;

· Content Management Editing and

· Transaction Search Capability.

0. I-901 Migration For this effort, “Migration” is defined as the transfer of the platform from one environment to another to include coding, data and all other components pertinent to the application. The Government requires the migration of the I-901 application to a new hosting environment to include a Disaster Recovery Site. By the end of the transition period, the Contractor shall:

· Ensure that the new environment is compatible with the existing I-901 application;

· Ensure there is no interruption in service;

· Complete the required System Lifecycle Management (SLM) documentation for the migration which may include additional documentation requirements from I-901 interfaces;

· Complete migration of the I-901 application to the new IT environment and ensure proper connectivity to the I-901 interfaces;

· Obtain and provide documentation of all certifications, authorities and approvals that will verify that Government requirements are met and they have obtained the appropriate authority to operate (ATO), and;

· Develops and provides all required documentation to ensure the necessary technical and operational testing (including interfaces) of the migration was successfully completed and to verify the I-901 system is fully functional and operational.

The Contractor shall submit a detailed migration plan within 30 calendar days after award that explains in detail how the Contractor will successfully complete the above tasks by the end of the transition period. The migration plan shall at a minimum, identify the planned tasks and timelines, individuals responsible, dependencies, risks and appropriate risk mitigation strategies, and any actions required from the Government.

0. I-901 Domains The Incumbent Contractor currently hosts the domains of www.fmjfee.com and www.fmjadmin.com (the I-901 Application). The Successor Contractor shall work with the Incumbent Contractor to redirect traffic and change domain ownership.

3.0.2. Help Desk Transition

The Incumbent’s Customer Service telephone number will be available throughout the entirety of the transition period.

After the 12-month transition, the Contractor shall be responsible for all the SEVP I-901 Form Fee Collection and Receipting activities and related support services without a break in service.

3.1. Provide Foreign and Domestic Payment Services

3.1.1. Required Payment Services

The Contractor shall ensure that the I-901 Fee System provides the following Foreign and Domestic Payment services:

· Online Payment Processing – The Contractor shall ensure the system allows the user to complete the I-901 Fee form online, and allows the user to pay the I-901 Fee with a credit card online;

· Payment Coupon Processing – The Contractor shall ensure the system allows the user to complete the I-901 Fee form online resulting in a coupon for the user to print;

· Online Payment Receipt Printing – The Contractor shall ensure the system allows the user to check a payment status and print the I-901 fee payment confirmation;

· Western Union – The Contractor shall ensure the system allows the user to complete the I-901 Fee form online resulting in a coupon to print and pay directly through Western Union’s Quick Pay Format. The Contractor shall have the ability to interface with and utilize Western Union’s (WU) payment platform, Quick Pay. This automated service allows participants to generate a payment coupon on the I-901 portal and then take the coupon to a WU agent and pay the fee. WU then sends the payment data directly to the I-901 portal in real-time and the payment is recorded. The Contractor shall also be required to perform payment reconciliation between WU’s system and the I-901 fee portal daily;

· Bulk Filer Services – The Contractor shall provide the capability for users to process Automated Clearing House (ACH) Bulk Filer payments with the capacity to process up to:

· A minimum of 4,000 I-901 forms per batch and;

· A minimum of 150,000 forms per day.

· Collections and Deposits –The Contractor shall process collections and deposits within the Federal Government's collections and deposit systems (Pay.gov; Treasury Lockbox system; Fifth Third Credit Card Processing Center, etc.); and the Contractor shall ensure system integration with existing and future Federal settlement systems and reporting services.

3.1.2. Payment Services Constraints

The Contractor shall:

· Maintain, at a minimum, a Payment Card Industry (PCI) Level I Service Provider in at least one application. This requirement shall be demonstrated with proposal submission and upon request at any time during performance. This certification is critical in order to ensure their ability to effectively process and manage payments received thru the I-901 application.

· Ensure that multiple users can concurrently access the SEVP I-901 Fee Collection & Receipting website at all times through a Secured Socket Layer (SSL) session. Similarly, through an SSL session, the Contractor shall ensure that multiple users can concurrently access the SEVP I-901 Fee Collection & Receipting Project Administrative website used by the Government at all times. The Contractor shall provide sufficient capacity to process up to 2,000 transactions per day, approximately 730,000 annually, on the SEVP I-901 Fee Collection & Receipting web site.

· Provide SEVP with the appropriate information, to verify deposits, Automated Clearing House (ACH) transfers and any necessary adjustment information used to reconcile accounts.

· Receive Lockbox deposit information, initiate fund transfers, and concentrate daily deposits made through multiple collection mechanisms.

3.2. Hosting

3.2.1. Hosting and System Maintenance for the I-901 System

The Contractor shall host and maintain the environment(s) for the I-901 Fee application and all of its components (hardware/software configuration) in the Contractor’s environment based upon the required DHS Architecture standards and DHS 4300 Security standards, The Contractor shall:

· Provide system environment support.

· Monitor performance of the installed applications and system reliability.

· Administer the vendor changes and/or patches.

· Conduct performance tuning.

· Avoid the use of wireless environments connected to Credit Cardholder Data Environment or transmit Cardholder Data.

· Ensure the appropriate Hosting Environment Configuration Settings or Policies are implemented to guarantee that sufficient safeguards are in place to protect the data. These settings include the security, resiliency, backup and recovery capabilities for the proposed hosting environment.

· Handle increased data volume or added functionalities.

· Work with industry and standard web environments (e.g., WebSphere v.7, IIS v.7, Windows 2008, SUSE Linux SLES-11, Oracle 11 g databases, etc.);

· Ensure continual patching and upgrades of data center hardware and software privacy protections.

· Possess strong access controls and privacy policies to ensure that sensitive data is protected in alignment with DHS 4300 guidelines and;

· Meet all of the DHS 4300, National Institute of Standards and Technology Special Publication 800-53 and NIST Risk Management Framework requirements.

3.2.2. Resumption/Recovery

In the event of a service failure, the Contractor warrants that all required I-901 Services shall be fully restored and operational within 24 hours, including, but not limited to, resumption of any computer service or server failure. Moreover, if there is a service failure or interruption related to notice printing capabilities, the Contractor warrants that such printing capability shall be fully restored and operational within 24 hours. The Contractor is required to have a hot data recovery site, so users can continue to access the website and database while restoration is in process as long as the data that is being updated is noted and then copied back to the primary site. Recovery through a hot site will be required to take place within 4-6 hours (recovery time objective) because the hot site contains a replica of the current data in the data center. The Contractor shall design, document and implement policies, processes, and procedures to ensure the Continuity of Operations (COOP) is consistent with system availability requirements during all disaster recovery test events, and after a natural or manmade disaster renders a component of the technical landscape unusable. Coordination includes communication with the hosting organization to ensure the requirements for system design and sustainment are synchronized.

3.2.3. On-Line and Archive Data Retention

The Contractor shall provide ICE SEVP on-line access to the SEVP I-901 Fee Collection & Receipting Application including the associated data for the duration of the contract. In addition, the Contractor shall capture images of the Application and data on encrypted portable devices. Within seven calendar days following contract completion, the Contractor shall provide 100% of the data to SEVP.

3.2.4. Reporting

Each business day specified online reports required by the Technical Requirements shall be made available to SEVP for viewing and printing throughout the day. The Contractor shall meet government auditing standards as applicable throughout the relevant publications outlined in section 2.1. The following reports are required: The Applications Processed Report, Applications Processed by Visa Status Report, Dollars Collected Report, Dollars Collected by Visa Status Report, Pending Transaction Report, Credit Card Reconciliation Report, Posting Reconciliation Report, Timeout Report, ACH Return Report, Daily SEVIS Validation Performance Report, Monthly SEVIS Validation Performance Report, Adjusted Transactions Report, Customer Care Lookup Report, Customer Care Summary Report, Payment Report by SEVIS ID, Web Transfer Report, and Rules of Behavior Certification Report.

3.3. Help Desk Support

3.3.1. Operate Help Desk

The Contractor shall operate a help desk in a contractor facility. The Contractor shall provide Help Desk support for Western Union Support, bulk filer payment and account assistance. The general number of calls expected per year is approximately 2,000. The Contractor shall document and track weekly and monthly reports; resolve system incidents; and resolve problems identified by users. This may include questions, problems, or other requests for assistance by users. This includes problems that impact system functionality or availability, diagnostics, interface problems, performance-related problems, and collaboration with the Government to resolve problems. Those callers whose questions cannot be resolved in accordance with a SEVP developed script will be given a specific telephone number and will be advised to contact the SEVP Case Resolution Unit for support. For phone calls received outside of the core hours identified in PWS Section 5.6. The Contractor shall provide a menu of pre-defined specific script messages to satisfy the caller’s inquiry. SEVP must approve all script messages before they are implemented. The Contractor will be required to provide its own ICE-approved Call Center Software/Hardware necessary to operate the Customer Support Help Desk per the requirements outlined in Section 2.1.

3.3.2. Key Performance Indicators (KPI)

The Contractor shall capture and report to SEVP its off-site customer service support history using the following KPI:

· Monitored calls (e.g., capture SEVIS ID, date, type, and responsiveness);

· Incoming calls lost/abandoned;

· Calls answered within 30 seconds and;

· Responsiveness (i.e., resolved on first call).

3.3.3. Standard Operating Procedures (SOPs)

The Contractor shall compile statistical, workload, and trend analysis reports, including the continuation of maintaining and updating SOPs.

3.3.4. Reject Items and Transactions

The Contractor shall ensure that all rejected items or transactions are properly tracked, documented, and handled. The Contractor shall also provide a monthly deliverable that outlines all rejected items and transactions.

3.3.5. Case Resolution Unit

The Contractor shall provide Case Resolution Unit support onsite at the Government facility including:

· Performing all the necessary processing work required to respond to requests for processing support for the I-901 fee payment system, payment refunds, payment transfers, and changes of information to any application/receipt;

· Participating in various meetings to help coordinate any future payment process improvements;

· Working with other Units within SEVP if required to provide payment information;

· Notifying the appropriate Government POC if errors with I-901 Fee Collection Services are identified;

· Responding to inquiries if required by external or internal stakeholders;

· Participate in any Fee Collection Services requirements gathering session when required and;

· Participate in documentation reviews when required for service enhancements for I-901 Fee Collections Services.

The Contractor shall provide a monthly report that outlines the onsite Case Resolution Unit support provided and addresses any issues that arose.

3.3.6. Email Management

The Contractor shall provide Email Management by completing the following:

· Managing and monitoring the incoming traffic of the designated email box;

· Responding to emails within 48 hours, unless otherwise directed by the Government I-901 Program Task Manager. If received over the weekend, response must be within 72 hours. The government estimates approximately 30,000 emails annually.

· Prioritizing the emails to ensure a response is rendered within the Service Level Agreement (SLA);

· Working with the Government POC to generate the necessary response back to the email requestors;

· Providing a weekly report outlining the total number of emails, type of email requests and email response time;

· Providing a strategy to continue to manage the email flow if required and;

· Providing process improvement recommendations if required to support the email process.

3.3.7. Chargeback Compliance Enforcement

The Contractor shall provide Chargeback Compliance Enforcement that includes the following:

· Researching and validating payment information to determine if a chargeback is required

· Uploading into Chargeback automated database within 72 hours of notice;

· Coordinating and working with other entities or vendors within SEVP to ensure the chargeback is validated;

· Utilizing the Designated Administrative Payment Site to research/verify student information, research payment information and make the necessary record updates based upon Government POC approval;

· Checking for chargebacks on a daily basis and process the chargebacks within the designated timeframe and;

· Compiling Chargeback reports from applicable systems including the I-901 application and Vantiv.

3.4. Operations and Maintenance (O&M) Support

The Contractor shall fully maintain the I-901 Fee application software under this contract. These tasks include, but are not limited to the following:

· Maintaining the software application and correct performance failures, and implementation failures for all I-901 Fee System components. Maintenance includes:

· Application enhancement and corrections (break/fix);

· Preventative maintenance;

· Technical refreshment cycles to ensure longevity of the application and to reduce the risk of failure;

· Emergency repairs performed when immediate correction is necessary to continue user service;

· Corrective work (which includes SCRs) needed to meet requirements/specifications and;

· Updating and maintaining the required SLM documentation as necessary.

· Increasing volume capacity or add functionalities to the existing application;

· Supporting the completion and updating of all required privacy compliance documentation (e.g., Privacy Threshold Analyses, Privacy Impact Assessments, etc.) as necessary;

· Ensuring continual patching and upgrades of application software and its privacy protections;

· Performing maintenance tasks to meet changes in user requirements or the user environment which includes:

· Enhancing the system to provide additional or changed functionality;

· Adapting the system to changes in existing business processes and;

· Extending software to new users.

· Maintaining the current external I-901 Fee System interfaces which include:

· Pay.Gov;

· SEVIS; and

· Western Union.

· Ensuring the application’s continued ability to adhere to FISMA and PCI regulations and privacy protections;

· Managing any system changes from “Definition” to “Implementation”;

· Providing updated SOPs, scripts and procedures to the SEVP off-site Customer Support Help Desk staff when new information, releases or changes regarding the I-901 Fee System have been distributed and/or implemented and;

· Meeting with SEVP, FMS and other Government stakeholders to discuss any technical issues on a bi-weekly or as needed basis and perform all system administration activities associated with DHS/ICE application processes under this PWS as specified. These activities shall include monitoring and compilation of data statistics for batch and interface production processing, identification of corrupt files or processes and system archiving and data archiving when applicable.

The Contractor shall also ensure that the I-901 Fee Collection Web Services Application is available 24 hours a day, 7 days a week annually. The system warrants a minimum uptime for the application in its entirety (web server, application server, and database server) of not less than 99.0% (excluding planned scheduled maintenance windows). The Contractor shall perform corrective maintenance activities including the identification, isolation, and resolution of system problems to restore normal operations. The Contractor shall perform preventative maintenance activities including systematic inspection, detection, and correction of problems before they occur to increase software maintainability and reliability, and to prevent problems in the future (e.g., applying application or operating system patches). The Contractor shall schedule preventive maintenance, apply patches, and adhere to information assurance vulnerability alerts as well as planning for and management of multiple landscapes and transport paths and coordination across and support for multiple products/programs. The Contractor shall perform adaptive maintenance activities designed to cope with changes in the software environment including the implementation of processing efficiencies, and/or considerations for additional delivered capabilities to enable existing and evolving requirements.

The Contractor shall also advise SEVP in writing fourteen (14) business days in advance of any proposed scheduled maintenance window. All scheduled system maintenance shall be conducted within the time frame window of 12 AM (midnight) and 8 AM Eastern Time on a Saturday or Sunday. No maintenance shall be conducted during identified peak seasons unless approved in advance by the Change Control Board (CCB) which consists of the Contractor Officer Representative (COR) and the Federal Project Manager.

3.5. Software Management and System Change Requirements

Software changes to applications are based upon the submission and Government approval of a System Change Request (SCR). The Contractor shall be responsible for carrying out: 1) The development of new features within the I-901 Fee System as required to support work as it relates to SEVIS or any other future interfaces that are required to meet I-901 requirements and 2) All application maintenance requirements projects according to open SCRs and entering the data in the ICE approved management tracking tool. All work performed will be based upon the submission of an SCR and the Contractor shall document all modifications/enhancements to the software according to the ICE System Lifecycle Management (SLM) Handbook and in compliance with DHS Enterprise Architecture standards. Prior to commencing a system modification, the Charted I-901 Customer Review Board (CRB) and the Change Control Board (CCB) will be responsible for establishing the I-901 Fee System release schedule and for approving the content of baselines and operational releases. The Government estimates approximately 20 SCRs per year. The Government has estimated that the average SCR will require a minimum of 65 labor hours per SCR, totaling 1,300 labor hours per year.

The Contractor shall perform emergency maintenance at the direction of the Government. The respective CRB/CCB Representatives must approve all SCRs in writing. The following requirements apply to each of the tasks:

· Performance Standards – All software maintenance is to be performed in accordance with the ICE SLM procedures and;

· Deliverables – Products and updated SLM documentation as required; ad hoc reports; SCRs created for problem reports and entered into a designated tracking tool approved by SEVP.

The Contractor shall deliver all I-901 Fee System software and data to the designated Government representative within 30 days of contract completion.

3.6.1 Training

The Contractor shall support application implementation and deployment through technical and end-user training whenever changes to the application are significant enough to warrant such training. Specifically, the Contractor shall maintain and update existing technical and end-user training documentation. They shall also provide an electronic copy of all training material whenever an update is developed. The Contractor shall develop and conduct one-on-one and train-the-trainer type training classes when major releases/additions to documentation have occurred.

4.0 CONTRACT DELIVERABLES

The Contractor shall deliver all deliverables in PDF format except where otherwise noted: One (1) electronic copy containing deliverables and a letter of transmittal to both the PM and the COR.

4.1. Project Plan and Schedule

The Contractor shall develop a Project Plan outlining resources, activities, and milestones necessary to accomplish work specified in the PWS. Technical activities in the schedule shall be at a level of detail sufficient for the Contractor to manage the task. The Contractor shall amend the Project Plan schedule whenever a modification to the contract occurs that affects the Project Plan. The Contractor shall provide the initial plan within forty-five (45) calendar days after award.

The Contractor shall schedule activities specified in the PWS including:

· Management activities;

· Product assurance activities;

· Design activities;

· Development activities;

· Privacy compliance activities;

· Test activities;

· Deployment activities (each site);

· Operations and maintenance activities;

· Reviews;

· Releases;

· Milestones and;

· Decision points.

4.2. Progress Reports, Status Reports & Program Reviews

4.2.1. Progress Reports

The Contractor shall prepare a monthly progress report. Initial reports are due to SEVP 30 calendar days after award and every 30 days thereafter until the last month of performance. The final delivery will occur ten (10) calendar days before the end of the final option period and will summarize performance during the period of performance and provide the status of any planned transition activity. The monthly report shall contain the following:

· Description of work planned;

· Description of work accomplished;

· Analysis of the difference between planned and accomplished;

· Work planned for the following month and;

· Open issues or risks.

4.2.2. Quarterly Status Report

The Contractor shall prepare a quarterly status report for the Contracting Officer (CO) and the COR. Generally, these reports should include accomplishments, any deviations from planned activities, field related issues, other issues, and planned activities for the next period. The reports are for the CO and COR and may be delivered in hardcopy or via electronic (e-mail). Additionally, the CO and/or the COR may request impromptu meetings to discuss status or issues.

4.2.3. Program Reviews

The Contractor shall participate in monthly Program Reviews with the COR or designee to review selected project activities. The purpose of this meeting is to ensure the state of production processing; and, that all application software efforts are coordinated, consistent, and not duplicative. Budgets, schedules and other program related issues shall also be addressed. The Contractor shall submit monthly financial reports to the designated ICE COR. These financial reports must be prepared with enough detail to support the OMB Circular A-11 reporting requirements. The program review is intended to be an informal executive summary of these events and should require only minimal presentation time.

4.3. SLM Deliverables

The Contractor shall provide SLM Compliance deliverables required by the appropriate system life cycle phase to the I-901 PM and I-901 COR. The documentation shall be prepared in accordance with the guidelines specified by the ICE SLM Handbook, the I-901 PM and the I-901 COR.

Additionally, the Contractor shall be required to deliver draft, revised and final versions of the SLM documentation to the Electronic Library Management System (ELMS) in accordance with established ICE SLM Handbook guidelines. The I-901 COR must approve any exceptions in writing. Copies of the policies, procedures and standards will be provided upon request.

The Contractor is also required to deliver the following in accordance with the most current ICE SLM Handbook:

· Develop a System Requirements Document (SRD);

· Project Management Plan (PMP);

· Requirements Traceability Matrix (RTM);

· Notice of Intent to Release (NIR);

· Project Fact Sheet;

· Data Management Plan (DMP);

· Development Test Plan for Releases (DTP);

· Design Document (DD)

· Project Schedule;

· Financial Reporting;

· Deployment Plan;

· User Guide;

· Training Documentation;

· Test Analysis Summary; and

· Development Test Plan Analysis Report (DTAR).

The ICE SLM Handbook and required document templates for the above deliverables will be provided upon contract award.

4.4. Quality Control Reports

The Contractor shall develop and maintain an effective quality control plan to ensure services are performed in accordance with this PWS and all referenced documents. The Contractor shall deliver a monthly Quality Assurance Report to the COR.

The Contractor shall establish and maintain a Quality Control Plan (QCP) to ensure the requirements of this contract are provided as specified. The Contractor shall provide a QCP describing the inspection system for the requested services listed in the PWS. The Contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The Draft QCP shall be delivered fifteen (15) calendar days after award and the Final QCP will be required within thirty (30) calendar days after government review. The COR will notify the Contractor of acceptance or required modifications to the Plan. The Contractor shall make appropriate modifications (at no additional cost to the Government) and obtain COR acceptance of the Plan before the start of the performance period. The Contractor shall update the Plan as changes occur and it will submit the plan to the Government for review and acceptance.

The Government will develop a Quality Assurance Surveillance Plan, (QASP) to monitor and evaluate the Contractor’s performance under this contract. With the observance of defective performance, the COR will notify the Contractor and document the issue in the monthly Contractor assessment report. Any action taken by the CO as a result of surveillance will be according to the terms of this order. Any matter concerning a change to the scope, prices, terms or conditions of this contract shall be referred to the CO.

4.5. Ad Hoc Deliverables

All other contract deliverables shall be delivered in accordance with instructions specified at the relevant sections of the PWS.

4.6. Deliverables Summary

The I-901 Services application shall be available 24 hours a day, seven days a week.

The Contractor shall capture and report to SEVP for performance evaluation purposes, its off-site customer service support history using the following Key Performance Indicator (KPI) matrix.

1) Monitored calls (i.e., capture SEVIS ID, date, type, and responsiveness).

2) Incoming calls lost/abandoned.

3) Calls answered in 30 seconds.

4) Responsiveness (i.e., resolved on first call).

1) No less than 99%.

2) No more than 5%.

3) No less than 70%.

4) No less than 90%.

The Contractor shall prepare a quarterly status report for the CO and the COR.

The Contractor shall deliver a monthly Quality Assurance Report to the COR.

4.7. Product Acceptance

Information technology products delivered under this PWS shall be accepted when they meet all requirements, which include: validating objectives, processes and functionality, technical accuracy or merit, compliance to ICE technical standards, and all Coordination, Review and Approval Forms required by the SLM Manual are completed.

Initial deliverables shall be considered draft versions and will be reviewed and accepted or rejected by the Government within ten working days. The documents shall be considered final upon receiving Government approval.

5.0 GENERAL

5.1. Accessibility Requirements

Section 508 of the Rehabilitation Act, as amended by the Workforce Investment Act of 1998 (P.L. 105-220) requires that when Federal agencies develop, procure, maintain, or use electronic and information technology, they must ensure that it is accessible to people with disabilities. Federal employees and members of the public who have disabilities must have equal access to and use of information and data that is comparable to that enjoyed by non-disabled Federal employees and members of the public.

All deliverables within this work statement shall comply with the applicable technical and functional performance criteria of Section 508 unless exempt by the Government. Specifically, the following applicable standards have been identified:

5.2. DHS Homeland Security Enterprise Architecture (HLS EA) Compliance All solutions and services shall meet DHS Enterprise Architecture policies, standards, and procedures as it relates to this PWS and associated contract. Specifically, the Contractor shall comply with the following HLS EA requirements:

· All developed solutions and requirements shall be compliant with the HLS EA;

· All IT hardware or software shall be compliant with the HLS EA Technology Reference Model (TRM) Standards and Products Profile and;

· All data assets, information exchanges and data standards, whether adopted or developed, shall be submitted to the DHS Enterprise Data Management Office (EDMO) for review and insertion into the DHS Data Reference Model.

5.3. Travel

Minimal travel is expected. Travel to sites outside of the Washington, DC area and to the government facility if required, in conjunction with the performance of contract shall be in accordance with the Federal Travel Regulation. The Contractor must submit travel requests no less than 21 days in advance with the appropriate pre-travel cost estimates. In order to be reimbursed for travel, detailed requests which are consistent with FTR travel allowances must be approved in writing by the Contracting Officer Representative (COR) prior to incurring expenses related to travel.

5.4. Place of Performance

Work performed for PWS Sections 3.1 thru 3.4.4 shall be performed at a Contractor’s facility to be named upon award of this contract.

Work performed for PWS Sections 3.4.5 thru 3.4.7 shall be performed at the Government facility at 2070 Chain Bridge Road, Vienna, VA.

Work performed for PWS Sections 3.5 thru 3.7 may be performed at the Contractor’s facility or at the aforementioned Government facility, or a combination of both, at the Contractor’s discretion and with approval/coordination from the Government. Note that the Government is only able to accommodate 10 (ten) personnel at the government location.

5.5. Period of Performance

The period of performance is a 0-12-month base transition period and four (4) 12-month option periods.

5.6. Hours of Operation

The Contractor shall be available and maintain adequate staffing for uninterrupted performance of all tasks, and be available to accept and respond to data, batch and correction requests between the hours of 7:00 a.m. to 6:00 p.m., Monday through Friday except on Federal holidays or when the government facility is closed. The Government’s operating status is available via the Office of Personnel Management (OPM) website: https://www.opm.gov/. Work can occur before or after business hours to accommodate planned maintenance outages or incident resolution activities.

5.7. Government Furnished Data/Property

5.7.1. Government Furnished Data

The following elements are the data that will be transferred to the new system by the Government:

· FMJ Fee Payment Website Data;

· I-901 Transaction Data;

· Credit Transaction Data;

· Paper Transaction Data;

· Returned Payment Data;

· I-901 Payment Assistance Data;

· I-901 Form Type;

· Applicant Validation Data (SEVIS validation);

· Electronic I-901 Form Data;

· I-901 Form Verification Data;

· Payment Type;

· Credit Card Payment Data;

· Payment Receipt Data; and

· I-901 Payment Coupon Data.

5.7.2. Government Furnished Property (GFP)

The following standard items will be issued to the Contractor personnel located at the Government site at 2070 Chain Bridge Road, Vienna, VA, (additional equipment may be necessary once the contract is implemented) for use in performing tasks as outlined in this PWS:

· Laptop;

· Docking station;

· Desktop;

· ICE VPN Token;

· Cell Phone;

· Wireless Air Card;

· Printer; and

· Scanner.

The Contractor shall use or operate the GFP in a responsible manner deemed necessary by the Government to aid the Contractor in the performance of work. The Contractor is solely responsible for the care and accountability of all Government provided equipment in accordance with the terms and conditions of this Contract.

The Contractor shall provide an inventory of GFP on a monthly basis. The inventory shall include all GFE and non-expendable supplementary equipment.

5.7.3. Use of Government Property

Government property shall be used for official Government business only in the performance of this Contract. The Contractor or the Contractor's employees shall not use Government property in any manner for any personal advantage, business gain, or other personal endeavor. The Contractor shall reimburse the Government for expenses associated with misuse or abuse of Government furnished property or equipment by the Contractor's employees.

The Contractor will certify in writing all licenses and permits issued to the Contractor or Contractor employees required by law for the use and operation of Government furnished property or equipment.

5.7.4. Accountability of Government Property

All property furnished by the Government under this contract shall remain the property of the Government. Upon termination or conclusion of the Contract, the Contractor shall render an accounting of all such property that has come into their possession during the course of the Contract. A Government property receipt form will be used for the Contractor to acknowledge the receipt of all Government-issued property.

Any property furnished by the Government to fulfill contract requirements, which is lost or damaged resulting from improper use or negligence by the Contractor's employees, shall be repaired or replaced by the Government. The cost of all repairs or replacement shall be deducted from the Contractor's payment. Additionally, the Contractor shall remunerate the Government for expenses associated with the misuse of telephones or other Government furnished office equipment by the Contractor's employees. Contract employees who misuse, willfully damage, or willfully destroy Government property may be removed from the contract and may face further penalties as deemed necessary by the Government.

Unless otherwise specified, the Government is responsible for the repair and maintenance of Government furnished property. The Contractor is responsible for the timely reporting, as identified herein, to the COR of any property deficiencies or losses. The Contractor shall identify loss or damage to Government-furnished property to the COR as soon as possible, but not later than 24 hours after discovery by the Contractor. The Contractor must also obtain a police report identifying the specifications of the incident and provide a copy to the COR within 72 hours after discovery. To ensure timely discovery and reporting, the Contractor shall perform monthly inventories of all Government-furnished property. Inventory reports shall be in writing using a Government form or format approved by the COR.

5.7.5. Safeguarding Government Property

The Contractor shall take all reasonable precautions, as directed by the Government or, in the absence of such direction, in accordance with sound industrial practices, to safeguard and protect Government property.

If the work under this contract requires that the contract employees have access to classified, confidential, proprietary, sensitive, personal, business, technical, or financial information (property) belonging to the Government or to other private parties performing or seeking to perform work for the Government, no employee of the Contractor shall be authorized to read, photocopy, remove, or otherwise appropriate such information for his/her own use or disclose such information to third parties unless specifically authorized in writing by the CO. Violations of this policy may result in Contractual actions being taken, up to and including termination for default. Additionally, the Government may pursue any legal remedies at its disposal if the unauthorized use of the information/property is prosecutable under law.

Government telephones are for official use only, with the stipulation that on-site personnel conform to existing Government policy for use in the workplace. Any equipment furnished by the Government to the Contractor to perform the work under this contract will be returned to the Government at the termination of the order. All training materials, deliverables, documentation, electronic work products produced are the property of DHS. The Contractor will not copyright, nor own exclusive rights to products developed by Contractor employees for DHS.

6.0 SECURITY AND PRIVACY

6.1. General Security

To ensure the security of the DHS/ICE information in their charge, ICE contractors and sub-contractors must adhere to the same security requirements, to include computer, and regulations as ICE federal employees unless an exception to policy is agreed to by the prime contractors, ICE Information Systems Security Manager (ISSM) and Contracting Officer (CO) and detailed in the contract. The DHS Rules of Behavior documents apply to both DHS federal employees and DHS support contractors and subcontractors. Contractors shall hold, at a minimum, a public trust security clearance.

6.2. Security Policy References

The following three primary DHS/ICE IT Security requirements documents are applicable to contractor/subcontractor operations supporting Sensitive But Unclassified (SBU) based contracts. Additionally, ICE and its contractors must conform to other DHS Management Directives (MD) (Note: these additional MD documents appear on DHS-Online in the Management Directives Section. Volume 11000 “Security and Volume 4000” “IT Systems” are of particular importance in the support of computer security practices):

· DHS 4300A Sensitive Systems Policy Directive;

· DHS 4300A, IT Security Sensitive Systems Handbook and;

· ICE Directive, IT Security Policy Supplemental for SBU Systems.

6.3. DHS Security Compliance

The Selected Contractor must work with the appointed Information Systems Security Officer (ISSO) to ensure compliance with all of the DHS 4300 directives. The Contractors will be required to provide security compliance oversight as well as updates to all Federal Information Security Management Act (FISMA) and National Institute of Standards and Technology (NIST) required artifacts during all phases of the System Lifecycle Management (SLM). The Contractor may be required to provide briefs to the SEVP system Change Control Board (CCB) (or other identified stakeholders) on security issues as they are identified.

6.4. Protection of ICE Sensitive But Unclassified Information The Contractor shall protect all DHS/ICE “sensitive information” to which the Contractor is granted physical or electronic access by adhering to the specific IT…