70B01C24R00000145 Attachment 1 Smart Safe Statement of Work.pdf

Revenue Modernization Program Office of Finance

Smart Safe Statement of Work (SOW) National Roll-Out

Table of Contents

1 BACKGROUND

2 SCOPE

3 SPECIFIC TASKS

3.1 Deliverables

3.1.2 Communication Plan

3.1.3 Implementation Plan

3.1.4 Rollout Schedule

3.1.5 Risk Register

3.1.6 Weekly Implementation & Operations Status Report

3.2 Solution Implementation

3.2.1 Site Survey

3.2.2 Install/Smart Safe Configuration

3.2.3 Training Materials

3.3 Smart Safe Solution Implementation Requirements

3.3.1 Minimum Model Types

3.3.2 Manual Deposits

3.3.3 Reporting Requirements

3.3.4 Specific Performance and Capacity Requirements

3.3.5 Smart Safe Device Infrastructure

3.3.6 Networking and Communication

3.3.7 Transmission Interruptions and Faulty Smart Safes

3.4 Training

3.4.1 Training Materials

3.4.2 Training Activities

3.5 Operations and Maintenance Requirements

3.5.1 Maintenance and Support Services

3.5.2 Courier Service

3.5.3 Banking Services

3.5.4 Service Level Objectives (SLO): Requirements, Monitoring and Reporting

4 DELIVERABLES AND DELIVERY SCHEDULE

5 GOVERNMENT-FURNISHED EQUIPMENT AND INFORMATION

6. PLACE OF PERFORMANCE

7. PERIOD OF PERFORMANCE

8. SECURITY

10. SPECIAL CONSIDERATIONS

11. TRANSITION

1 BACKGROUND

U.S. Customs and Border Protection (CBP) is responsible for collecting over $99.3 billion in duties, taxes, and fees annually. Of that $99.3 billion, CBP collects approximately $2.1 billion in cash and checks at ports of entry (POEs) across the country.

CBP continues to seek an efficient form of cash management that will leverage technology and services to increase efficiency and reduce risk in processing cash at POEs. This will allow CBP employees to focus on mission-critical duties that facilitate trade and travel.

An efficient form of cash management shall be any combination or model of Cash Recycler, Coin Recycler, Deposit Machine, and drop safe and its associated services, specifically courier and banking services. This combination will be referred to as a Smart Safe or Smart Safe cash management henceforth.

The Smart Safe cash management solution assists the Agency with meeting efficiency goals in the following areas:

• Cash handling and safety, through the use of couriers for deposit transfers eliminating the need for CBP to transport cash or hold courier contracts at the POE level

• Operating costs, through a reduction in time spent counting and transporting cash

• Risk and loss mitigation, through the reduction in cash changing hands and with cash handling responsibility transferred to the contractor at the point of Smart Safe deposit

• Streamlining of operations through the redirection of time spent by CBP officers on cash handling, towards mission critical duties

• Currency management reporting, through access to electronic data generated by Smart

Safe transactions

• Improved reconciliation processes, through the comparison of Smart Safe deposits and register transactions

Key Stakeholders for Smart Safe Contract

Contracting Officer Representative (COR)

Manages the contract administrative requirements such as processing invoices and ensures the contractual requirements are met.

Revenue Division Interfaces with the account managers, the POEs, and the U.S. Treasury to ensure reconciliation of all CBP collected funds.

Smart Safe Subject Matter Experts (SME)

Site based trained experts on Smart Safe operations and functions. Serve as a point of contact for Smart Safe training, communications, and issues between the PMO and the ports.

Smart Safe Program Management Office (PMO)

The PMO, led by a project manager will provide a single point of contact for communication between Smart Safe location Subject Matter Experts, Revenue Division, and the Contractor. They will coordinate all procurement, installation, and service activities within the sites.

2 SCOPE

This Statement of Work (SOW) documents the requirements, expectations, and responsibilities of a Smart Safe cash management solution, which will be implemented as part of a nationwide effort. A Smart Safe cash management solution includes:

• A Smart Safe owned by the vendor, leased to CBP, that stores and secures U.S.

currency (bills and coin) with technological features which include minimum requirements such as a cash counter, automated verification of currency, storage of funds, transmission of deposit details to a Treasury General Account (TGA) institution for account settlement, and transmission of transaction data (deposits, withdrawals, and counts) to a system accessible by CBP

• A maintenance and support service package, which provides a single point of contact for all related Smart Safe services, including minimum requirements of installation, cellular connectivity, a software package, safe maintenance, help desk support, online banking reporting access, remote Smart Safe reporting access, monitoring/alerting and courier servicing

• Courier services to include minimum requirements such as scheduled periodic site visits, during which the courier opens the Smart Safe and associated drop safe, withdraws currency, makes change if needed, transfers the currency to the courier’s facility, counts the currency, reconciles it against the Smart Safe counts, and deposits the currency in designated accounts at the authorized TGA bank

• The ability for CBP to deposit US currency cash seizures of various denomination sizes either directly into the Smart Safe or into a vendor owned associated drop safe, for courier service processing as described above

• Training by the vendor, coordinated with CBP’s training personnel to include train-the-trainer as well as individual on-site user training

The contractor shall be responsible for all aspects of contract performance. Although the contractor is welcome to partner or subcontract with other vendors, any third-party agreements will be between the contractor and the third party only. CBP will not enter into additional third-party contractual agreements related to the performance of contract requirements set out in this SOW, i.e., CBP’s contract is solely with the contractor (Prime).There will not be a separate contract between CBP and any other party.

The contractor’s proposed solution shall include both recycler and deposit only models as outlined in section 3.3 Smart Safe Solution Implementation Requirements.

The contractor shall provide CBP with a Smart Safe cash management solution consistent with the requirements set out in this Statement of Work.

The contract is an Indefinite Delivery Indefinite Quantity (IDIQ) type. Funded firm-fixed priced task orders will be issued off the IDIQ.

IMPORTANT-All solutions for the cash management solution must have the ability to deposit into an authorized Treasury General Account (TGA) financial institution. Contractor must submit financial institution address to CBP for TGA verification of the specific location.

Base Period

Smart Safe Installations/Training for Initial Base Period Rollout Group

• Implementation Planning

• Installation of Smart Safes at CBP locations

• Training sessions and information exchange

• Configuration of Smart Safes/software

Smart Safe Service (Operations and Maintenance)

• Equipment maintenance and support services

• Managed courier service

• Banking services through a TGA bank

• Service level objectives reporting

• Management of Smart Safe communications and connectivity over contractor-provided cellular service

• Remedial training as required by CBP

Four (4) Option Periods

Smart Safe Installations/Training Optional, as Required for Incremental Phased Rollout Groups

• Implementation Planning

• Installation of Smart Safes at CBP locations

• Training sessions and information exchange

• Configuration of Smart Safes/software

Smart Safe Service (Operations and Maintenance)

• Equipment maintenance and support services

• Managed courier service

• Banking services through a TGA bank

• Service level objectives reporting

• Management of Smart Safe communications and connectivity over contractor-provided cellular service

• Remedial training as required by CBP

3 SPECIFIC TASKS

3.1 Deliverables

The Contractor shall complete the following tasks as required to comply with this SOW.

Deliverables are to be provided to each physical Smart Safe solution location.

3.1.2 Communication Plan

The Contractor shall develop and execute a mutually agreed upon comprehensive Communication Plan that will detail the reporting and other communication needs (meetings, calls, etc.). The Communication Plan shall include points of contact, scheduled meetings and reviews, scheduled reports, and escalation procedures.

3.1.3 Implementation Plan

The Contractor shall provide a comprehensive Implementation Plan that clearly defines the milestones and individual tasks associated with full deployment to site locations (while maintaining deliverable timelines found in Section 4). The Contractor shall provide a single point of contact (project manager) who will be responsible for executing the implementation plan.

The implementation plan will include details covering installation, training, and “go live”.

The implementation plan will include the creation and execution of test scripts for all training materials to address withdrawals, cash counts, daily reconciliation and deposits, and making change.

3.1.4 Rollout Schedule

The Contractor shall provide a detailed schedule of dates, locations, and associated activities for each Smart Safe installation in coordination with the Smart Safe PMO.

3.1.5 Risk Register

The Contractor shall create and maintain a comprehensive Risk Register which documents and tracks potential implementation and operational risks and issues at each site. The Risk Register shall identify the probability and impact associated with each risk or issue, a management strategy and mitigation for each risk or issue, as well as action items with due dates. Issues will be designated as such, with an action plan for managing the issue with measurable milestones and dates. A regular review of the risks and issues shall be conducted in accordance with the Communication Plan. The Risk Register shall be updated quarterly post implementation during base year contract and upon request in subsequent option years.

3.1.6 Weekly Implementation & Operations Status Report

The Contractor shall deliver a weekly status report that includes accomplishments, upcoming activities, metrics, and statistics addressing Service Level Objectives (SLOs) and outstanding deliverable status.

The Contractor shall provide access to any online reporting portal or other activity reporting tool to facilitate access to all CBP Smart Safe information/reporting data from a central location.

3.2 Solution Implementation

The Contractor shall propose a solution for cash management that will leverage technology and services to increase efficiency and reduce risk in processing cash receipts at POEs, thereby permitting CBP employees to focus on mission critical duties that facilitate trade and travel. All proposed software and hardware solutions equipment must be new, not used or refurbished. Contractor shall provide courier service for each site listed in the award.

3.2.1 Site Survey

Upon contract award, and prior to subsequent phased rollouts, as required, the Contractor shall conduct a site survey of each contracted location, with the primary purpose of assessing how their solution will function most optimally at each location. During the assessment, the Contractor shall evaluate proposed safe location and physical infrastructure requirements for the Smart Safe solution. The Contractor shall also work with the CBP Program Management Office (PMO) to determine final agreed upon location of the safe and obtain General Services Administration (GSA) approval (if required) for physical site alterations for the installation.

3.2.2 Install/Smart Safe Configuration

The Contractor shall be prepared to deliver Smart Safes to sites listed in Section 7: Place of Performance and place in CBP designated locations. Contractor will be responsible for setting up machines and preparing them for configuration. The Contractor shall configure Smart Safe maximum withdrawal amounts, minimum and maximum change order amounts, user roles, end of day process, change-making processes, and user authorization/access levels according to CBP’s agreed upon options for a particular location. Smart Safe software shall be configurable with different levels of user groups with different sets of permissions, function access and withdrawal limits per Smart Safe. The Contractor shall assist with establishing individual user identification configurations for each Smart Safe at a particular location, as determined and agreed upon by CBP.

3.2.3 Training Materials

The Contractor shall provide one Training Manual for the functions available on the Smart Safe software. The procedures shall include step-by-step guidance for each function.

Detailed guidance shall be provided for troubleshooting of all operations related to the equipment installed and all services provided by the Contractor, as well as a help desk contact for any aspect of the service. Training materials will be updated to address any issues identified in tests prior to installation and go live and upon any relevant change.

3.3 Smart Safe Solution Implementation Requirements

The requirements that follow describe how a Smart Safe solution must operate within the CBP environment to be compliant with CBP security and infrastructure requirements. To be considered viable, a Contractor’s solution must comply with the tenets of this section.

3.3.1 Minimum Model Types

Both recycler and deposit-only models shall be proposed in response to a Request for Quote. (CBP will determine the safe type to be installed in each location). Recycler machines will employ multiple note and coin input hopper(s). Deposit-only machines must accept both note and coin. Both recycler and deposit-only machines must be able to accept multiple bills at once, no single feed. Machines must accept $1, $5, $10, $20, $50, $100 bills and $.01, $.05, $.10, $.25 coins.

3.3.1.1 Deposit Capabilities

Deposits shall be identifiable by user and a designated location. This function shall provide printed receipt of totals.

3.3.1.2 Withdrawal Capabilities

Withdrawal limits shall be programmable at the port location. Limits shall be designated by user groups. This function shall provide a printed receipt of totals.

3.3.1.3 Count Function

Users shall have ability to count/verify bills without deposit. The Smart Safe shall be able to provide a count by bill type and a total amount. This function shall provide a printed receipt of totals.

3.3.1.4 Change-Making Function for Recycler Models

Smart Safe recyclers shall have the ability to provide an exchange of $1, $5, $10, $20, $50, $100 bills and $.01, $.05, $.10, $.25 coins. This function shall provide a printed receipt of totals.

3.3.2 Manual Deposits

Users shall have the ability to enter a manual deposit of bills or coin of any amount into the associated “drop safe”. A drop safe will have the ability to deposit currency without a User Id, combination, or key. The Contractor shall provide a process for manual deposits to be accounted for at the time of courier pick-up.

3.3.2.1 Rejected Currency

If rejected currency is unable to recycled back to the public and must be deposited, amounts up to $300/day per site shall be confirmed as part of the OTCnet (the Treasury website used to create and confirm deposit tickets) deposit ticket before bills/coins are received by the vault.

3.3.2.2 Coin Reduction

If users are required to reduce the capacity of the Coin Recycler, manual deposits of any amount shall be confirmed as part of the OTCnet deposit ticket before bills/coins are received by the vault.

3.3.2.3 Large Seizures

If large seizures are to be deposited that will exceed the capacity of the Smart Safe and the scheduled courier pickup is more than 24 hours away from time of collection, an “off cycle pickup” capability will be required to pick up large seizures deposited as a manual deposit.

3.3.3 Reporting Requirements

The Smart Safe equipment must provide receipts for all transactions by users as well as an end of day report for all activity and deposit/withdrawal/count totals for daily, monthly and yearly totals. Centralized online remote access to these reports must be made available to designated CBP individuals.

3.3.4 Specific Performance and Capacity Requirements

The following are specific performance and capacity requirements for the Smart Safe hardware.

Recycler Model (Cash and Coin)

• Multiple note and coin intake hopper(s)

• Deposit Speeds – Minimum of 10 notes per second and 12 coins per second

• Dispensing Speeds – Minimum of 10 notes per second and 30 coins per second

• Deposit inlets – Multiple notes and multiple coins

• Note and coin capacities – Minimum of 10,000 notes and 8,000 coins

• Counterfeit and foreign currency detection for both notes and coins

Deposit-Only Model

• Multiple note (bulk note) and coin intake hopper(s)

• Deposit Speeds – Minimum of 2 notes per second

• Deposit inlets – Multiple notes

• Note capacity – Minimum of 1,000 notes

• Counterfeit and foreign currency detection for both notes and coins

Drop Safe Model

• Accepts deposits via drop door with no key or combination needed

• Content removal requires two keys, one key will remain in the POE’s possession while the other key is held by the courier

3.3.5 Smart Safe Device Infrastructure

• The Smart Safe must have physical security features that suppress attempts to access or move the Smart Safe by force.

• The only points of physical connection between a Smart Safe and CBP must be limited to 1) the power outlet to draw power, and 2) the physical resting point in the building.

3.3.6 Networking and Communication

The Contractor shall provide cellular connectivity for the Smart Safe equipment during the contract period.

• Any data transmitted between the Smart Safe and the Contractor must be considered as Contractor-owned data.

• Any data transmitted between the Smart Safe and the Contractor must not contain any personally identifiable information (PII).

• Smart Safe devices will not be allowed to connect directly to CBP’s network infrastructure, and Contractor must supply router and cellular service with each Smart Safe device.

• The cellular connection must provide secure, encrypted, and dependable data transmissions as required by applicable financial services data security regulations and standards. Contractors shall note that most CBP locations are on the U.S. border and thus roaming prevention should be part of the solution to keep costs low.

• Data must always be transmitted in one direction, from the Smart safe to the Contractor. The Smart Safe device must initiate such transmissions. Data transmissions from the Contractor to the Smart Safe devices are allowable only if the devices initiate the download. “Conversations” between the Smart Safe devices and any other party must always be initiated by the Smart Safe user, never by an outside organization.

3.3.7 Transmission Interruptions and Faulty Smart Safes

• If a Smart Safe is unable to transmit its data (e.g., network is down), the Smart Safe must still allow currency to be deposited. Upon restoration of the connection, the Smart Safe must transmit all messages that accumulate in its queue.

• Smart Safes that experience issues or malfunctions must alert CBP users of the problem via its screen/interface.

• If a Smart Safe experiences an internal malfunction that cannot be remedied by the help desk, the Contractor shall dispatch a technician within 24 hours of notification to resolve the issue (including weekends).

• If the Smart Safe is inoperable for more than 48 hours, the Contractor shall be responsible for daily courier pick-up until the Smart Safe returns to service.

3.4 Training

The Contractor shall provide \ onsite training sessions for CBP users. The Contractor shall deliver a comprehensive training plan and training materials according to the Deliverables and Delivery Schedule (Section 4). Training will be coordinated through the following materials and activities.

3.4.1 Training Materials

Delivery of all Contractor training material to CBP within the timeframe specified in the Deliverables and Delivery Schedule.

This delivery shall include any Standard Operating Procedures, User Guides, screenshots of the system, presentations, or any other existing materials, presentation, or media that the Contractor typically uses for training purposes.

• The Contractor shall provide documentation and presentations in their original file format (such as .doc or .ppt). If the file was created in design software such as Adobe InDesign, a .pdf version shall also be included.

3.4.2 Training Activities

The Contractor shall be responsible for the following training activities:

3.4.2.1 CBP Revenue Collections System Integration Training

Training with the PMO and the Revenue Division within the timeframe specified in the Deliverables and Delivery Schedule. This will be a one-time training event for the entire servicing award and shall be completed by award plus 20 business days.

1. The Contractor shall send representatives for a multi-day meeting to begin the knowledge transfer of CBP reconciliation processes. This session is to take place at the Revenue Division offices in Indianapolis, Indiana.

2. This training will focus on the backend processes such as reporting and help desk support, and an understanding of CBP’s reconciliation processes. Time will also be spent during this training to collaboratively prepare for weeklong training sessions aimed at preparing site specific Smart Safe Subject Matter Experts (SMEs).

3. The Contractor shall come prepared to share and discuss every report produced by the Smart Safe, operational support functions and how CBP might leverage them, as well as any other tools or technologies they have available to monitor and troubleshoot reconciliation issues, including documentation.

4. The Contractor shall come prepared with all training materials and technologies that will be used during the SME training session, such as training guides, job aids and slides, and a laptop that contains the Smart Safe software. The Contractor shall provide a training environment within the Smart Safe software to facilitate user interaction with the software without affecting live data.

3.4.2.2 Smart Safe Academy

The Contractor shall be responsible for one Smart Safe Academy training session for each rollout group of Smart Safes that includes the port SMEs at a CBP designated central location.

• The Contractor shall be required to travel to the CBP-designated training location. The session will include one to two SMEs from each of the POEs being implemented.

• The Smart Safe Contractor shall provide a portable (laptop) version of the Smart Safe operating software, to be used on Contractor-provided laptops or a web-based access to the software for students, for conducting demonstrations and hands-on training simulations in the classroom. Alternatively, the Contractor may utilize screen shots demonstrating the functions for training purposes.

The Contractor shall be prepared to provide detailed training, per rollout group, that includes, but is not limited to, the following:

• All initial implementation set ups, including assigning role-based permissions and system configuration

• All administrator-level functions and train-the-trainer user training for lower-level access use

• Step-by-step instructions, with an accompanying demonstration, on the use of any hardware, software, and processes within the solution scope

• How and when to request/modify courier pick-up and delivery service

• Troubleshooting tips and how to interface with the help desk

3.4.2.3 On-site Field Training

The Contractor shall provide training that includes the following at every Smart Safe physical location.

• At installation, the Contractor shall spend time at each location in person, providing over-the-shoulder training to users, in small groups or one-on-one, when appropriate. The Contractor shall be prepared to provide this training for all shifts (24-hour locations).

• After the on-site training has been delivered, additional user training will be conducted by the port SMEs during the contract period.

• Contractor may be required, upon request of an individual site, to provide one day of on-site refresher training annually for new or existing users and/or SME refresher training.

• Contractor shall be required to provide updated materials and on-site training upon any user interface updates to the software within 30 days of the update.

The Contractor shall evaluate training needs at each location and provide a sufficient number of training sessions at each safe location to meet the POE requirements. Due to the 24 x 7 nature of CBP’s work environment, the Contractor must provide training sessions for staff working daytime, evening and night shifts. The training sessions shall address all associated user level functions and will provide step-by-step instructions, with an accompanying demonstration, of the use of any hardware, software, and processes within the solution scope.

The Contractor shall provide all training materials to include quick reference guides, integrated training guides, videos and other electronic media, and manuals for any equipment, and any other necessary training resources.

Additionally, the Contractor shall provide training on how and when to request/modify courier pick-up and delivery services. The Contractor shall identify a help desk number and a site identification scheme to clearly identify each location and its current installation configuration. The Contractor shall provide access to, and instructions for a help desk service that will be responsible for answering questions regarding equipment use, services, service requests, and to handle any equipment or service issues. The Contractor must provide 24/7 live phone support.

The Contractor’s training coordinator shall work with the designated local CBP training coordinator to ensure the daily operating guidelines are fully integrated into the training curriculum and materials.

3.5 Operations and Maintenance Requirements

3.5.1 Maintenance and Support Services

The Contractor shall provide periodic, manufacturer recommended maintenance of equipment during the IDIQ contract period of performance The POE must be notified of any site visits before arrival. Maintenance and support services shall include the periodic replacement of any parts, including but not limited to electronics, gears, or belts that are prone to wear with use, as well as the repair of the machine should it become inoperable.

Maintenance and support services shall also include the implementation of manufacturer recommended software updates, patches and version upgrades as well as the associated user guide updates and training if needed. The Contractor shall ensure technical and hardware support is made available for Smart Safes. The Contractor shall provide a help desk number and a site identification scheme to clearly identify each of the Smart Safe sites. The Contractor shall provide support for vault and depository services, Smart Safe connectivity, and communications between the Smart Safe, the courier, and the bank.

The Contractor shall ensure that wireless communication devices are configured to prevent roaming and provide dedicated communication with the designated courier and bank.

The Contractor shall provide a Project Manager that will act as a single point of contact and will be identified as a Key Personnel. If the Key Personnel must change, the Contractor shall notify CBP 20 calendar days in advance of the Key Personnel’s exit.

3.5.2 Courier Service

The Contractor shall manage the scheduling of courier services. Courier services are to be scheduled once per week, included within the base Monthly Service Price, with the option for CBP to increase the number of scheduled courier pick-ups at any site as needed.

The Contractor shall be responsible for ensuring that the courier service follows all CBP procedures regarding courier logs, deposit receipts, and proof of delivery procedures. CBP will not be responsible for funds after they have been deposited into the Smart Safe as ownership shifts to the bank once deposits are made. The Contractor shall be responsible for arranging a trial (dry) run prior to going live to ensure that proper directions and contact points are in place.

3.5.2.1 Capacity Reduction

Unscheduled “Out of Cycle” service will be necessary for any site that has reached full capacity prior to the regularly scheduled courier. The contractor shall provide one unscheduled Out of Cycle service per month at no additional cost, for any site that has reached full capacity prior to the regular scheduled courier visit. Contractor shall invoice CBP for additional monthly unscheduled Out of Cycle courier service requests.

3.5.2.2 Large Seizures

Unscheduled “Out of Cycle” service will be necessary for any site that collects a large “seizure” amount that will exceed the capacity of the Smart Safe and must be manually deposited into the associated drop safe. The contractor shall provide one unscheduled Out of Cycle service per month at no additional cost, for any site that collects a large seizure prior to the regular scheduled courier visit. Contractor shall invoice CBP for additional monthly unscheduled Out of Cycle courier service requests.

3.5.3 Banking Services

The Contractor shall coordinate deposits with the POE’s existing bank, if possible, to ensure the timely and proper crediting of receipts for each location. If the Contractor is a TGA-certified bank, they may act as the depositing institution. If the Contractor is not a TGA-certified bank, they need to designate one. The Contractor must submit the address of the institution for approval from CBP prior to safe deployment.

The Contractor must approve CBP cash deposits following all TGA bank guidelines. The Contractor shall maintain separate accounts for each safe location unless otherwise requested by CBP. The contractor must be able to match deposit/withdrawal activities based on the CBP defined end-of-day cut off and site source. This time may vary by location. CBP central Revenue Division must have on-demand remote access to real-time and up to six (6) months of past safe reports.

3.5.3.1 Reconciliation

CBP must reconcile deposits to the penny and is unable to write off any amount. The TGA bank must send all potential deposit discrepancies to CBP for prior approval before issuing any adjustments in OTCnet.

3.5.4 Service Level Objectives (SLO): Requirements, Monitoring and Reporting

The Contractor shall measure and monitor actual service levels against CBP SLOs. The Contractor shall meet all SLOs and demonstrate adherence to SLO metrics weekly, together with associated statistics. SLO measures shall include the following:

• Initial Response – The Contractor shall provide an initial response to CBP maintenance service requests within one hour of receipt.

• On-Site Response – The Contractor shall provide on-site response, when needed, within 24 hours of the CBP service request.

• Resolution – The Contractor shall deliver on-site resolution of customer service requests within 36 hours of receipt (including weekends).

• Smart Safe Up Time – The Contractor Safe shall be operational 98% or more of location operational hours.

• Courier Service – The Contractor’s courier service shall arrive for its scheduled pick-ups within two hours of its window but limited to the specific CBP POE location office hours, unless otherwise rescheduled with concurrence by a CBP supervisor on site.

• Courier Service – The Contractor shall determine appropriate capacity levels based on cash volume at each site to ensure courier shall be dispatched prior to Smart Safe reaching full capacity and becoming inoperable.

• Connectivity – The Contractor’s safe shall maintain data connectivity through Contractor’s data account 98% or more of location operational hours.

4 DELIVERABLES AND DELIVERY SCHEDULE

Deliverables are to be provided as either “comprehensive” (covering all locations) or “location-specific”. CBP has specified the required scope for each deliverable in Table 1.

CBP will respond with comments or approval of deliverables within 10 days of delivery.

Number Deliverable Due Date

1 Project Kickoff Meeting – At the beginning of the meeting, Contractor shall provide a draft Communications Plan, Implementation Plan, and Rollout Schedule. These plans will provide the basis of the kickoff discussion.

Individual documents are required for each deliverable item listed above covering all locations.

Within 5 business days of contract start date

2 Contractor’s Weekly Implementation & Operations Status Report. Report to include detailed metrics covering location activity (SLOs).

One comprehensive report listing all activity for each location.

Contract start date plus 15 business days and weekly ongoing.

3 Contractor site surveys – Review equipment installation options and site-specific issues.

One survey required for each location

30 business days from designated date on rollout schedule per rollout group.

4 Final Implementation Plan, Communications Plan and Rollout Schedule, edited per rollout group. Individual documents required for each deliverable item covering all locations, per rollout group.

Contract start date plus 35 business days for initial rollout group and 35 business days from start of each phased rollout group.

5 Smart Safe Academy Training Plan – Draft (if required). Plan for training sessions with rollout group port SMEs. See Section 3.4 (Training) and its subsections, edited per rollout group.

One comprehensive document covering all locations is required, per rollout group.

Contract start date plus 35 business days for initial rollout group and 35 business days from start of each phased rollout group.

6 On-Site Field Training Plan & Schedule – Draft.

Plan to provide over-the-shoulder training to users, in small groups or one-on-one at each installation site.

Contract start date plus 40 business days for initial rollout group and 40

One comprehensive document covering all locations is required, per rollout group.

business days from start of each phased rollout group.

7 Contractor CBP Revenue Collections Training – On-Site discussion of backend processes such as reporting and help desk support, and an understanding of CBP’s reconciliation processes.

In person participation on-site.

Contract start date plus 45 business days for initial rollout group and 45 business days from start of each phased rollout group.

8 Smart Safe Academy Training Plan – Final (if required, see Section 3.4 (Training) and its subsections

One document is required, per rollout group.

Contract start date plus 45 business days for initial rollout group and 45 business days from start of each phased rollout group.

9 Smart Safe Academy Training (if required, see section 3.4 (Training) and its subsections, per rollout group.

To be determined

On-Site Field Training Plan & Schedule, per rollout group – Final. Smart Safe Academy date plus 15 business days for initial rollout group and 15 business days from start of each phased rollout group.

11 Equipment Installation - fully functioning deployment of complete Smart Safe solution including all associated operational manuals and product guides for the safe. Individual manuals are required for each location. May be provided in paper or softcopy/online format.

Based on rollout schedule

Figure 1: Smart Safe Deliverables Table

5 GOVERNMENT-FURNISHED EQUIPMENT AND INFORMATION

Government-furnished equipment is not anticipated under this award.

6. PLACE OF PERFORMANCE

This solicitation covers the following locations. However, each location feasibility will be determined on a case-by-case basis and this list does not guarantee a Smart Safe install. Additional locations may be added if necessary and fall within serviceable area.

Los Angeles Intl Airport, CA

LA/Long Beach, CA

San Francisco Intl Airport, CA

Andrade, CA

Calexico, CA

San Ysidro, CA

Otay Mesa, CA

Seattle Tacoma Intl Airport, WA

Blaine, WA

Pembina, ND

Detroit Metropolitan Airport, MI

Detroit, MI

Chicago O'Hare, IL

Minneapolis Airport, MN

JFK Airport, NY

New York, NY

Newark, NJ

Buffalo-Niagara Falls, NY

Alexandria Bay, NY

Champlain-Rouses Point, NY

Trout River/Chateauguay, NY

Logan Intl Airport, MA

Houlton, ME

Bangor, ME

Dulles, VA

Philadelphia Intl Airport, PA

Miami Airport, FL

Miami Seaport Alternate, FL

Port Everglades, FL

Port Canaveral, FL

Atlanta Airport, GA

Douglas, AZ

Naco, AZ

San Luis, AZ

Nogales, AZ

Lukeville, AZ

Sasabe, AZ

Tucson, AZ

Presidio, TX

Santa Teresa, NM

Ysleta, TX

El Paso, TX

Rio Grande City, TX

Roma, TX

Del Rio, TX

Progreso, TX

Brownsville, TX

Eagle Pass, TX

Pharr, TX

Laredo, TX

Dallas/Ft Worth, TX

San Antonio, TX

Austin, TX

Houston Airport

7. PERIOD OF PERFORMANCE

The period of performance of the IDIQ contract is a 12-month base period and 4 twelve month options.

8. SECURITY

The Contractor shall be responsible for ensuring that the installation/maintenance and courier services follow all CBP procedures, such as logging visitors and escort requirements. Couriers who need access to the safes must always be escorted by a CBP point of contact. Courier personnel must provide identification to the CBP Point of Contact that shows the former is an employee of the courier company. The individual POEs will assign the POC for each port.

9.TRAVEL

Travel is required for this Statement of Work. Non-local, pre-approved travel will be reimbursed in accordance with the Federal Travel Regulations (FTR) and subject to the not-to-exceed Travel(NTE) CLIN. The contractor exceeds the NTE at its own cost and risk. Any travel shall be in accordance with Government regulations (e.g., 46 CFR § 31.205-46, Travel Costs and 41 CFR § 300-1, Federal Travel Regulations) and with the Department of Homeland Security (DHS) and CBP guidelines.

10. SPECIAL CONSIDERATIONS

Only new equipment will be accepted for delivery. This includes all components of the Smart Safe and associated hardware.

8.1 Points of Contact [

To be provided upon award of this contract.

8.2 Invoicing

Invoices shall be approved upon delivery of initial draft plan deliverables and will be required to be submitted via Invoice Processing Platform (IPP). Invoices submitted outside IPP will not be paid. IPP information will be provided in the award document.

11. TRANSITION

3.1 Transition-In

There will be a Transition-In period not to exceed 6 months. The contractor shall plan for and support the smooth and effective transition onto the performance of the Smart Safe requirements.

The transition-in phase will include the full range of plans and activities required to progress from award of contract to assumption of full performance responsibility as quickly as possible to assumption of full performance responsibility as quickly as possible

3.1 Transition-Out

An outgoing contractor shall provide a Transition-Out Plan at the end of the contract’s period of performance. The Transition-Out Plan must include the following information:

•Removal of install equipment timeline, update cellular connections and transfer of bank accounts and update documentation, etc.

•A Contractor’s Point of Contact or team handling transition-out activities.

•Transition process tasks listing tasks to be accomplished during the transition-out process.

3.5.4 Service Level Objectives (SLO): Requirements, Monitoring and Reporting