SOW MSST JFK SOW Revised 5.11.2021.docx

MAIL SORTING & SINGULATION TECHNOLOGY (MSST)

STATEMENT OF WORK (SOW)

May 11, 2021

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MAIL SORTING & SINGULATION

STATEMENT OF WORK

1.0 BACKGROUND

The United States (U.S.) Department of Homeland Security (DHS), Customs and Border Protection (CBP), the U.S. Postal Service (USPS), and the U.S. Food and Drug Administration (FDA) are the primary agencies responsible for inspecting international mail arriving at United States Ports of Entry (POEs). With limited exceptions, such as mail believed to contain only documents for U.S. government officials or mail addressed to ambassadors and ministers of foreign countries, 19 CFR § 145.2(b) gives CBP the authority to inspect all inbound international mail. CBP plays a critical role in the Nation’s efforts to enforce customs laws and regulations for mail items entering the U.S. Through this responsibility, it assesses inbound international mail shipments to determine if a customs duty is owed and it detects and seizes prohibited items at U.S. international airports, international mail facilities (IMFs), and land border facilities (LBFs). Identifying and deploying new or advanced mail sorting and singulation technologies (MSST) for use in the international mail environment is vital to executing CBP’s mission of safeguarding America’s borders.

MSST is a sorting system that can include unloading solutions, electric driven belt conveyor systems, intelligent singulation, automatic label reading and coding, weight identification sensors, and fast and flexible sorters and splitters. This technology will enable Customs and Border Protection Officers (CBPOs) to increase the volume and speed of mail inspected and improve the rate of effective targeting at which CBP can detect, hold, and seize suspicious mail, while facilitating the flow of legitimate trade.

2.0 SCOPE

CBP intends to procure modular and easily scalable solutions in support of its international mail processing modernization efforts at the IMF located at the John F. Kennedy International Airport (JFK) 250 N. Boundary Rd, Queens, NY 11430. The solutions for this location will allow for the batch loading, sorting, singulation, and processing of international mail. The envisioned system will use sensors to identify parcels and communicate with Non-Intrusive Inspection (NII) imaging equipment to support routing for CBP inspections for each mailing in accordance with the requirements outlined below. In addition to the requirements, proposals must also include installation, maintenance, and repair and training services needed to support the proper operations and sustainment of this system in order to be considered.

3.0 APPLICABLE DOCUMENTS

The following applicable documents are provided to support an understanding of the authorities to which this acquisition is made The CBP systems of record (SOR) and the technology (system and sub-systems) under acquisition consideration will be required to integrate with supporting a system-of-systems (SoS) operation.

· ACE: The Automated Commercial Environment (ACE) is the system through which the trade community reports imports and exports and where the government determines admissibility. ACE connects CBP, the international trade community, and more than 47 Partner Government Agencies (PGAs). ACE facilitates legitimate trade while strengthening border security by providing government officials with better automated tools and information. The URL is: https://www.cbp/gov/trade/automated

· ATS: The Automated Targeting System (ATS) is a decision support tool that compares traveler, cargo, and conveyance information against law enforcement, intelligence, and other enforcement data using risk-based scenarios and assessments. The URL is: https://www.dhs.gov/publication/automated-targeting-system-ats-update. The Department of Homeland Security (DHS) U.S. Customs and Border Protection (CBP) operates the Automated Targeting System (ATS) to facilitate legitimate trade and travel while managing the shared threat to the homeland posed by individuals and cargo that may require additional scrutiny prior to entering or exiting the United States. ATS supports CBP in identifying individuals and cargo that may require additional scrutiny across various transportation networks, using the following functionalities:

· Comparisons: ATS compares information about travelers and conveyances arriving in, transiting through, or exiting the country against law enforcement and intelligence databases. For example, ATS compares information about individuals (identified as passengers, travelers, crewmembers, or persons appearing on documents supporting the movement of cargo) against the Terrorist Screening Database (TSDB) 2 as well as data concerning outstanding wants and warrants.

· Rules: ATS compares existing information about individuals and cargo entering and exiting the country with patterns identified as requiring additional scrutiny. The patterns are based on CBP Officer experience, trend analysis of suspicious activity, law enforcement cases, and raw intelligence.

· Federated Query: ATS allows users to search data across many different databases and systems to provide a consolidated view of data about a person or entity.

· HSAM: The Department of Homeland Security Acquisition Manual is issued by the Chief Procurement Officer (CPO). The HSAM establishes uniform department-wide acquisition procedures for the Department of Homeland Security. The procedures implement or supplement the Federal Acquisition Regulation (FAR) and the Homeland Security Acquisition Regulation (HSAR), and other agency regulations and statutory requirements. All acquisitions within the Department follows the HSAM unless otherwise excluded by the FAR, HSAR, or the HSAM. The URL is:

https://www.dhs.gov/sites/default/files/publications/hsam_conformed_thru_notice_2020-06_1.pdf

· HSAR: The Department of Homeland Security (DHS) Acquisition Regulation is issued for Departmental guidance according to the policy cited in the Federal Acquisition Regulation 48 Code of federal Regulations 1.301. The regulation establishes uniform DHS policies and procedures for all acquisition activities within the DHS. The regulation is issued by the Chief Procurement Officer who is the DHS Senior Procurement Executive. The regulation is codified at 48 Code of Federal Regulations (CFR) Chapter 30. The URL is: https://www.dhs.gov/sites/default/files/publications/CPO_HSAR_4.pdf

· SEACATS: The Seized Assets and Case Tracking System (SEACATS) is the information system of record for the full lifecycle of all enforcement incidents related to CBP and U.S. Immigration and Customs Enforcement (ICE) Homeland Security Investigations (HSI) operations. The system tracks the physical inventory and records disposition of all seized assets, along with the administrative and criminal cases associated with those seizures, and functions as the case management system capturing the relevant information and adjudication of the legal outcomes of all fines, penalties, and liquidated damages. The system also serves as the financial system of record for all collections related to these enforcement actions. The URL is:

https://www.dhs.gov/publication/dhscbppia-40-seized-assets-amd-case-traclomg-system

· SEACATS provides CBP with a single repository for enforcement actions related to the Treasury Forfeiture Fund (TFF), as well as seized property inventory and case processing information related to arrests, seized and forfeited property, fines, penalties, and liquidated damages. SEACATS is managed and operated by CBP’s Office of Field Operations (OFO) for use by the OFO Fines, Penalties, and Forfeitures (FP&F) and the U.S. Border Patrol’s Asset Forfeiture (AF) divisions, including use by other departments and agencies with similar law enforcement responsibilities to: (1) provide accurate and timely management information; (2) measure seizure performance; (3) track seized and forfeited property; (4) provide a single, accurate repository for case and incident information; (5) document individuals and businesses who violated, or are alleged to have violated, customs, immigration, agriculture, or other laws and regulations enforced or administered by CBP; (6) collect and maintain records on fines, penalties, and forfeitures; and (7) collect and maintain records of individuals who have provided assistance with respect to identifying or locating individuals who have or are alleged to have violated customs, immigration, agriculture, or other laws and regulations enforced or administered by CBP and its partners.

· USPS International Mail Manual: The United States Postal Service International Mail Manual, last updated January 24, 2021, sets forth the conditions and procedures for the preparation and treatment of mail sent from the United States to other countries and the treatment of mail received from other countries. Section 2 “Conditions for Mailing” specifies the specific dimensions and weights for all international mail services offered by USPS, which can also be found in the Appendix section, table 1. The URL is: https://pe.usps.com/cpim/ftp/manuals/imm/full/imm.pdf

4.0 REQUIREMENTS

The envisioned MSST shall have the ability to unload, convey, divert, singulate, sort, manage, and read parcels. The corresponding system for letters and flats shall have the ability to sort based on weight, address, name, thickness, and dimensioning as determined by CBP. The corresponding MSST parcel system will be located on the first floor and the corresponding letter system will be located on the second floor for processing. The MSST system will scan (360 x 6 sided) bar codes to identify mail selected for secondary inspection. The MSST system will auto divert parcels pre-selected for secondary inspection and will then split into multiple enforcement lines (2 minimum) for CT processing. The MSST system shall have the ability to divert parcels after CT inspection from the MSST to secondary inspection. The MSST system will go through K-9 inspection. The MSST belt height shall match K-9 height and may be a built-in secondary inspection line. Enough space shall be reserved for the K-9 unit to store parcels selected for inspection. Upon completion of K-9 inspection, mail will exit through the exit line. Mail will then waterfall into USPS POSTCONS. Mail will arrive on the USPS Express mail sorter and bulk mail conveyor and will be inserted into the CBP required solution for processing mail. Connection with the USPS Express mail sorter and bulk mail conveyor is required. Mail will arrive continuously through-out the day.

CBP has a strong desire to maximize the system throughput by incorporating additional components such as weighted scales, dumpers, multi-sided barcode readers, image capturing, counters, and the use of Optical Character Recognition (OCR) technology. In addition to these immediate needs, the system shall be able to fully integrate with the proposed CBP and USPS sorting systems, applications, NII imaging technology, and other SOR.

CBP will provide specific information on the proposed NII Systems that will be used in-line with the proposed MSST system at the time of contract award to support system installation scope and schedule. The commercially available (commercial-off-the-shelf [COTS]) NII Imaging system types being considered are listed below:

· CT Scanner – Computed Tomography (CT) is X-Ray scanning equipment that enhances threat detection capabilities for carry-on baggage.

· Dual View Scanners – Dual View (DV) scanners are a type of active transmission NII X-Ray system that uses a DV technology to produce two simultaneous images (vertical and horizontal views) of the scanned object.

The MSST shall safely and automatically identify and process CBP mailings of interest (Targeted, Country of Origin, and CBP request holds) from a stream or bulk flow into a precision gapped and singulated flow that diverts onto a pre-determined belt to support downstream NII scanning and CBPO secondary inspection prior to being released back into the USPS general stream of commerce. The USPS International Mail Manual referenced in Section 3, APPLICABLE DOCUMENTS, outlines all services and classes of international mail, including but not limited to, the dimensions and weights associated with each that the MSST system is expected to process.

4.1 MSST REQUIREMENTS

The vendor shall deliver and install Commercial-Off-The-Shelf (COTS) MSST configurable to fully comply with the following CBP performance requirements for parcel and letter sorting. A complete MSST configuration and drawing for parcels and letters, including all required subsystems and sensors, is required for CBP approval no later than 30 days after contract award (this does not refer to delivery).

4.1.1 THROUGHPUT

Throughput is the ability for a given solution to process parcels at rates acceptable for use with NII imaging systems hardware (HW) and with CBP K-9 enforcement teams for inspection and interdiction purposes. Throughput is a key focus area because of CBP’s goal of increasing the rate at which parcels can be processed by CBPOs. The system shall be able to meet or exceed the following:

4.1.1.1 The system shall be able to process mail parcels with weight ranges detailed in the appendix section, table 1.

4.1.1.2 The system shall be able to, at a minimum, sense and scan barcodes, handwritings, exteriors, and missing labels on mailings without uniform orientation as they move through the sorter while maintaining a processing rate (THROUGHPUT) ≥ 2,000 parcels/hour (Priority Mail 20,000 – 30,000 pieces per day, Express Mail: 60,000 – 70,000 pieces per day).

4.1.1.3 The user shall have the ability to continue processing mailings when the user receives an indication that the current mailing is of interest.

4.1.1.4 The system shall sort mailings in accordance with (IAW) advanced electronic data (AED) discriminators, i.e., holds determined by CBP targeting agents resulting from CBP’s automated targeting rulesets assessing international mail AED.

4.1.1.5 The system shall be able to process mail parcels and letter mail with dimensions outlined in the United States Postal Service International Mail Manual, dated January 24, 2021, Chapter 2, Conditions for Mailing.

4.1.1.6 The system shall be operable within a temperature range of ≥ 32°F and ≤ 100°F.

4.1.1.7 The system shall be operable ≤ 85% relative humidity (RH).

4.1.1.8 The system shall be structured such that all divert lanes used to divert mailings for physical inspection by CBPOs at a CBP approved examination station.

4.1.1.9 All diversion lines shall end at the same secondary inspection area.

4.1.1.10 The system shall have the ability to recognize a sticker or marking placed by staff in order to automatically refer parcels to secondary inspection.

4.1.1.11 The systems shall be able to process mail parcels with weights ranging from ≥ one ounce to ≤ 70 pounds.

4.1.2 LETTERS, FLATS, MIXED MAIL

4.1.2.1 The system shall be able to process ≥ 10,000 letters per hour. (Letters and flats Appx. 400,000 per day)

4.1.2.2 The system shall be able to process a complete range of mail sizes from postcards to flats as described in the appendix section, table 1.

4.1.2.3 Letter sorter requirements include one (1) letter sorter for letters.

4.1.3 SCALABILITY

Scalability is the ability for a given solution to fit within the existing physical footprint of the facilities at which CBP processes international mail. Scalability is a key focus area because of the unique size and layout of the JFK IMF footprint and floor plan. The system shall be able to meet or exceed the following:

4.1.3.1 The sorting/singulation equipment shall support physical/mechanical integration with third party NII imaging technology.

4.1.3.2 The system shall include multiple branching paths/decision points where NII scans determine whether a parcel is moved forward on a belt for further inspection or is cleared and is moved forward on a belt for benign parcels.

4.1.3.3 The system shall fit within the designated square footage of the deployment location. (Reference Appendix B)

4.1.3.4 The system shall accommodate at least one workstation at each branching path/decision point such that CBPOs can target data and manipulate images and scans of parcels generated by the system and NII scanning technology. Additional space shall be allocated in order to accommodate USPS POSTCONS.

(1) USPS POSTCON Dimensional Requirements Width: 43 in.

Depth: 28 in.

Height: 69 in.

4.1.3.5 The system shall be able to accommodate elevated walkways alongside belt segments for K9 units to inspect parcels as they pass on the belt.

(1) K-9 belt Dimensional Requirements Length: 40 ft.

Width: 3 – 4 ft.

Height: Appx. 30 in.

(2) Enough space shall be reserved for the K-9 unit to store parcels selected for inspection.

4.1.3.6 The placement and fixture of sensors on the system shall be modular and scalable such that sensors can be relocated or added to the equipment after initial installation.

4.1.3.7 The MSST conveyor system shall use existing openings within the facility. (Reference Appendix B)

4.1.3.8 Each mail room for letter and flat processing is approximately 20 ft. x 30 ft.

4.1.3.9 The system shall use standard electrical power sources common to the United States. Please note that the current electrical distribution system incoming to the facility is 480/277 volts, and includes 120/208 volts electrical connections.

4.1.4 INTEROPERABILITY

Interoperability is the ability for a given solution to technologically and mechanically interface with different technological software (SW) and physical HW. Interoperability is a key focus area because CBP will need to regularly infuse new technology and HW into its international mail processing HW subsystems to combat evolving threat profiles and tactics employed by illicit actors or transnational criminal organizations (TCOs). The system shall be able to meet or exceed the following:

4.1.4.1 The system shall be able to import and decipher AED file types provided.

4.1.4.2 The system shall display alarms in visual cues at an integrated CBP imaged workstation when the system recognizes a mailing with associated AED discriminators, i.e., tag.

4.1.4.3 The system shall be able to export the scanned AED in readable file format to an integrated CBP imaged workstation.

4.1.4.4 The system shall be able to connect to the CBP network via local area network (LAN) or wireless connection (workstations) when processing mailings.

4.1.4.5 The system shall synchronize and be interoperable with pre-defined physical interfaces (e.g., “buttons”) located at each system workstation that can be used to manipulate belt speed (i.e., stop/go, set increments, increase/decrease speed) and activate an emergency stop.

4.1.4.6 The MSST shall support technical integration and data sharing with NII imaging technology. (See: CBP Notional Concept)

4.1.4.7 The system shall support technical integration at points throughout the IMF ecosystem for data sharing with existing USPS letter mail and mail parcel technologies.

4.1.4.8 The system shall be capable of being interoperable with the National Electrical Manufacturers Association (NEMA) Digital Imaging and Communications in Security (DICOS) images.

4.1.4.9 The system shall support technical integration for data sharing between itself and CBP’s systems of record.

4.1.4.10 The system shall be able to assist and safely interface with commercially available CT system(s) for JFK for the purposes of inspecting, processing, and handling international mail and parcel moving equipment (e.g., conveyors and conveyor belt configuration).

4.1.5 PACKAGE DATA COLLECTION

Package Data Collection is the ability for a given solution to accurately and consistently gather all package data from the exterior labels and markings of parcels as they are sorted and diverted for additional CBPO law enforcement action. Package Data Collection is a key focus area because of CBP’s need to validate the targeted mail parcels that are required for further law enforcement action or dispositioning. The system shall be able to meet or exceed the following:

4.1.5.1 The system shall be able to use an integrated CBP imaged workstation to review meaningful data related to processed mailings within the system.

4.1.5.2 The user shall be able to enlarge and enhance photos and visualizations of mailings as they are routed by sorting/singulation equipment using an integrated CBP imaged workstation prior to, during, and after they are processed by the system.

4.1.5.3 The user shall be able to view NII and mailing records on the integrated CBP imaged workstations.

4.1.5.4 The user shall be able to select multiple NII and mailing records to see progress of mail facilitation simultaneously on the integrated CBP image workstations.

4.1.5.5 The user shall be able to search/query holds on an entity’s data using an integrated CBP imaged workstation.

4.1.5.6 The system shall have the capability to count the number of mailings processed.

4.1.5.7 The system shall have the ability to communicate the location of a mailing once it has entered the process flow until it exits the process.

4.1.6 VARIABLE BELT SPEEDS

Variable Belt Speeds is the ability for a given solution to execute variable belt speeds, as dictated by its end users, and to perform an emergency belt stop for interdiction purposes. Variable Belt Speeds is a key focus area because CBP must be able to adapt belt movement for different enforcement postures (e.g., automated review, K-9 review, manual inspection, etc.) at different points in the international mail flow and for different facilities’ enforcement capabilities.

4.1.6.1 The system shall be able to reduce its belt speed to 32 ft./min.

4.1.6.2 The system shall be able to immediately reduce its belt speed to 0 ft/min. in case of emergency.

4.1.6.3 The system shall contain emergency stops.

4.1.6.4 The system shall use an existing bulk conveyor line to the conveyor for parcels to be processed to the CBP facility, while a secondary parcel sorter shall connect with the USPS Express mail sorter.

4.1.6.5 The system shall be capable of singulation into a single file along with precision dimensioned gapping at a minimum of 1 foot apart at the time of ingest by the MSST system onto multiple belts based on class of mail to be determined by CBP but prior to entering NII scanning technology.

4.1.6.6 The system shall not have any gaps within the belt assembly that would allow a parcel ≥ 1” to pass through.

4.1.6.7 The system shall be capable of both forward and backward belt movement.

4.1.6.8 All mailings on the system shall be accessible by a CBPO at all times either while the system is in use or while the system is stopped.

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PROCUREMENT SENSITIVE INFORMATION

4.2 TRAINING

The vendor shall provide on-site training tailored specifically to the CBP operational environment where the MSST system will be installed. Training shall be included for all system updates performed during the initial warranty period either by webinar or in a classroom. The training venue, dates, and times shall be coordinated with the CBP POCs listed in Section 11.2, POINTS OF CONTACT.

A Train-the-Trainer program also shall be delivered to the Government that shall enable government employees to conduct certification training to new CBP Operators. The vendor shall develop and provide Train-the-Trainer courses to include classroom and on-the-job training aids. As a minimum, the training shall cover all the topics contained in the Student Guide including, but not limited to, the sorting and singulation system, ancillary equipment as installed (e.g. conveyor belts), normal and emergency systems operations, target interpretation, and operator console operations.

The vendor shall instruct CBP trainers on how to transfer images from the MSST system to a secure and encrypted device allowing transfer to a CBP computer. Training shall also include all items contained in the Operators Manual and, to the extent applicable, the items in the Maintenance Manual.

The vendor shall present the Train-the-Trainer course to up to eight (8) instructors designated by CBP. It shall encompass 40 hours of classroom instruction plus a minimum of two days of reinforcement training that provides instructors with opportunities to ask detailed and specific equipment questions, to participate in hands-on training on the equipment, and to conduct teach backs. There should be at minimum two (2) T-3 classes with eight (8) to twelve (12) students. Duration should be three (3) days and vendor training for the future must be available. The vendor shall be required to present this training to the CBP instructors at a mail facility where a system is deployed on dates established by mutual agreement between the Government’s representatives and the vendor as requested. The training venue, dates, and times shall be coordinated with the CBP POCs listed in Section 11.2, POINTS OF CONTACT.

4.3 GOVERNMENT MANAGEMENT ORGANIZATION

CBP will manage this program through the CBP NII PMO process for system acquisition, delivery, and acceptance. CBP OIT/Enterprise Networks and Technology Support (ENTS), Integrated Logistics Division (ILD) will manage the system(s) during the warranty period(s) to include any corrective maintenance actions, preventive maintenance activities, and Logistic Support. CBP Non-Intrusive Inspection Division (NIID) will approve training development, operator training, and presentations. CBP Human Resources Management (HRM) will approve radiation safety limits.

4.4 WARRANTY

The warranty period(s) for each MSST (Parcel and Letter) system(s) procured, including all corrective and preventative maintenance actions and logistics support, are all managed by CBP Enterprise Networks and Technology Support (ENTS) - Integrated Logistics Division (ILD). The vendor shall provide a one-year warranty for each MSST (Parcel and Letter) system, subsystem, and peripheral installed. The warranty period shall begin on the signing date of the system’s Site Acceptance Test (SAT).

The vendor warranty for each system, subsystem, peripheral, and/or installation is provided by the Vendor. The warranty period shall begin on the signing date of the system’s Site Acceptance Test (SAT). The Contractor shall provide Warranty certificate(s) and documentation. The Contractor shall provide documented warranty terms for the system to include, but not limited to, associated generators, accessories, compressors, computers, controls, lights, cameras, electrical boxes, housings, batteries, chargers, power conditioners, etc. The warranty shall cover the end-to-end system and shall include, but not limited to; system software (i.e., patches and version upgrades), parts and labor, consumables, travel, shipping, and transportation. The warranty shall include checks during the warranty period required to maintain performance standards and design performance requirements.

A CBP team shall conduct a CBP Site Acceptance Test (SAT) for each unit at its designated location. The CBP team shall conduct the CBP SAT in accordance with a CBP SAT Plan (SATP) for that system. The CBP SAT shall consist of a review of the Contractor’s pre-SAT documentation plus an inventory and physical inspection of the system, system component operations and tests of the total integrated system against actual targets/mail. The Contractor may be required to provide a portion of the test articles for the SAT as determined by the SAT Plan or the Test Director. This allows for CBP to verify the system performance.

Acceptance Test Plan: The ATP details the required tests that the Contractor shall be required to perform to successfully complete the production and quality assurance phases of development and production. It shall be written in sufficient detail so that the Government can be assured that when the system is ready for Government acceptance testing, it has in fact all SOW and contract delivery requirements. The ATP will be utilized to establish testing guidelines and support requirements needed for the conduct of the test program to include

An inventory of all required documents and major components including software. This is to include the serial numbers of hardware items and the software version numbers.

All normal and emergency system operations of a fully integrated system. This shall include start up, safety checks, scanning, image analysis or review, image and Image Data Set operations (printing, exporting, copying, and deleting), and shut down. The ATP shall be submitted to the government in editable format.

Maintenance activities shall include all items contained in the Operators Manual and to the extent applicable, the items in the Maintenance Manual.

4.5 SUSTAINMENT AND MAINTENANCE

The Vendor shall provide the services to achieve the Reliability, Availability, and Maintainability (RAM) requirements performance metrics of Operational Availability (Ao) and Customer Wait Time (CWT). The following are minimum service support requirements for this system and subsystems.

4.5.1 Operational Availability

The Vendor shall provide all the required support services, repair parts, hardware, software, firmware, test equipment, and supplies to maintain the system, booth, and shelters to meet the target performance metrics for the operational needs of CBP. It includes logistics time, diagnostic time, fault isolation, waiting or administrative downtime, and corrective maintenance downtime. This measure extends the definition of availability to elements controlled by the logisticians and mission planners, such as quantity and proximity of spares, tools, and manpower. Operational availability is defined as the percentage of time during the reporting period that the system is available to support the operations for which it was designed. The average operational availability for service support excludes preventive maintenance, accidents, or incidents produced by abnormal manufacturer defects. The operational availability will be derived by calculating the total uptime hours (total hours in the period minus the down time hours) divided by the total hours in the period. The Vendor shall meet or exceed these performance standards while complying with all applicable State and Federal regulations.

An average Ao for service support by each serialized system shall be calculated using data from Work Orders (WOs) completed during the monthly 720-hour reporting period by using the following:

Monthly AO = 100 (x) 720 Hours – Downtime Hours of Failures 720 Hours The minimum Ao requirement for the system is: 95%.

4.5.2 Customer Wait Time (CWT)

The Vendor shall travel to the affected site if the problem cannot be resolved over the phone. The Vendor will respond on-site and restore the down system to a satisfactory Equipment Operational Status within the required Customer Wait Time (CWT). If unable to meet the CWT, the Vendor will provide the justification and a time estimate for effecting repairs to the NII Maintenance Dispatch Center (MDC). The Vendor shall notify the Maintenance Dispatch Center and provide the date and time of system operational status changes, Estimated Time of Arrival (ETA) for parts, and technical support scheduled arrival at site. The Vendor shall coordinate site visits with the CBP ports, as required.

Customer Wait Time (CWT) is defined as the time from which the initial trouble call is reported to the Vendor until the time that the affected individual serialized system is fully or conditionally operational.

The minimum CWT requirement for the service is: 24 Hours.

4.5.3 Device Obsolescence Report

The vendor shall provide obsolescence notifications to the ILD as soon as possible, but no later than one (1) year of a component, software, firmware, hardware, part, or peripheral associated with the system becoming obsolete, and which would cause the device to be unserviceable, unrepairable, or otherwise unsupportable.

4.6 Service Calls and Work Orders

All service calls and work orders apply to warranty, corrective maintenance, and preventative maintenance. The Integrated Logistics Division (ILD) manages a NII Maintenance Dispatch Center (MDC) for maintenance, repair call activities, and incident management that operates 24/7/365. The NII Maintenance Dispatch Center responds to service calls from the numerous CBP locations to intake and track the calls for service in the CBP databases. The NII Maintenance Dispatch Center staff issues requests for repair or maintenance services to the Vendor in the form of a work order (WO) that initiates the maintenance request.

4.6.1 Work Completion Form (WCF)

The Work Completion Form (WCF) is a form unique to a specific maintenance event. The WCF is typically the standard Vendor’s Work Form, but it shall include the WO number assigned by the Government, a description of the maintenance action performed, identity of the failure cause/part or symptom, a list of replaced parts, any additional work performed not covered under the initial work order, and the name and email address of the CBP representative that verified completion and completion date/time. The Vendor shall forward the completed WCF and maintenance documentation (if applicable) to the NII Maintenance Center via email at the completion of the maintenance action. If requested, the Vendor shall also provide one (1) copy of the completed WCF to the site CBP representative for their local records.

The Vendor shall e-mail a copy of the WCF to the site supervisor and the NII Maintenance Dispatch Center (MDC) within 24 hours of completion of each required site visit.

4.6.2 Work Site Cleanliness

The Vendor shall properly dispose of all damaged parts, components, assemblies, subassemblies, consumable, along with petroleum, oil, and lubricants, unless otherwise directed to retain for failure item analysis or other reasons. The Vendor shall remove all work-related used parts, waste, and debris from the CBP site upon WO completion, unless directed otherwise. The exception to this is hardware that is classified as CBP accountable property, which is usually identified with an applied DHS/CBP barcode sticker. This accountable property, when no longer usable, will be handed to the CBP Local Property Officer (LPO) at the site for retirement and disposal.

4.6.3 Preventive Maintenance

Preventive maintenance actions include periodic inspections, sustainment, calibration, condition monitoring, critical item replacement, Vendor proprietary software updates, and servicing requirements. The Vendor shall initiate WOs from the NII Maintenance Dispatch Center for corrective repair actions discovered and performed during the performance of a preventive maintenance action. To the maximum extent possible, all preventive maintenance shall be scheduled around port operational activities to prevent disruption to daily operations.

The Vendor shall schedule and perform preventive maintenance on the system in accordance with recommended preventive maintenance for each equipment make, model, and type. The Vendor shall provide all services, travel, supplies, packaging, transportation, and shipment of items necessary to check the operation and complete the scheduled maintenance. The Vendor shall complete scheduled maintenance within 30 calendar days of WO issuance and/or up to 30 calendar days in advance of the scheduled maintenance to combine the preventive maintenance visit with a corrective maintenance visit to reduce overall customer downtime.

4.6.4 Preventive Maintenance Schedule

The vendor shall provide a schedule of planned preventive maintenance actions organized by equipment to the NII Maintenance Dispatch Center five (5) business days prior to the beginning of each planned period of preventive maintenance.

4.6.5 Corrective Maintenance

Corrective maintenance actions include those required to diagnose and correct system malfunctions or failures that have occurred or are in the process of occurring. This may consist of repair, restoration, or replacement of components and necessary software upgrades or fixes to improve system performance. Corrective maintenance is an unscheduled maintenance activity caused by a unit or component failure and includes tests, measurements, and adjustments.

The Vendor shall contact the site requiring assistance to troubleshoot each problem by telephone or remote maintenance within one (1) hour of the receipt of a WO. The Vendor shall respond to the WO by contacting the site POC provided by the NII Maintenance Dispatch Center. The Vendor shall report the date/time of the contact to the NII Maintenance Dispatch Center immediately after contacting the site POC.

If the problem cannot be resolved by telephone or remote maintenance, the Vendor shall respond on-site and restore down systems to a satisfactory equipment operational status. If unable to meet the CWT, the Vendor shall provide the justification and a time estimate for effecting repairs to the NII Maintenance Dispatch Center. The Vendor shall notify the NII Maintenance Dispatch Center and provide the date and time of system operational status changes, estimated time of arrival (ETA) for parts, and Vendor support personnel scheduled arrival at site. The Vendor shall coordinate site visits with the CBP port representative.

The Vendor shall provide labor, services, parts, equipment, software, firmware, hardware, supplies, packaging, transportation, shipment, and materials necessary to diagnose and correct malfunctions or failures of equipment to return the system to an ‘operational’ equipment operational status to achieve the Ao in accordance with the target standards.

4.6.6 Conditional but Operational Status

There may be circumstances that allow the system to be restored to a “conditional but operational” status prior to reaching full “operational” status. The “conditional but operational” status applies when a deficiency exists, but the system is available to support the operations for which it was designed, to include safety considerations. The Contractor shall restore systems in a “conditional but operational” status to “operational”’ within 10 business days of the first notification of the outage only when determined by CBP, coordinated by the NII Maintenance Dispatch Center or by a Government maintenance manager.

4.7 Information Systems Security Administration

Non-Intrusive Inspection System computers and software applications that enable a system operator to analyze, enhance, and store (database) image data shall have the following security controls incorporated in order to comply with the Department of Homeland Security (DHS) Information Security Program policies for sensitive systems utilizing IT components.

· All vendor contractors shall not perform unauthorized activities, such as removal of image data from systems, nor store said data on contractor networks

· The system shall allow only CBP authorized encrypted thumb drives (i.e., Aegis, IronKey)

· The system’s computer shall be configured to auto screen lock after 20 minutes of inactivity and auto logout at 60 minutes of inactivity

· NII system computers shall display a DHS Warning Banner at power up before logon screen

Systems shall be configured to allow Users to create unique username/password.

Password requirements for Strong Passwords:

· 12 characters minimum

· 4 of 4 = Uppercase/Lowercase/Number/Special character

· Expires every 90 days

· Cannot duplicate the past 8 passwords

· Cannot be same as username/ID

· Not able to use blank password

· After 3 unsuccessful logon attempts, 20-minute lockout (Admin can unlock anytime)

· Disabled use of dictionary words in creating passwords

· Users do not share personal passwords

· User passwords do not contain simple patterns of letters/numbers (i.e., xyz123)

Selecting Strong Passwords (Guidance from CBP Policy HB 1400-05D)

MSST user access control shall be configured to restrict system access and control user actions.

Users are responsible for protecting all CBP information to which they are granted access.

Access controls restrict access to system objects such as files, directories, and devices based upon the identity of the user. Subverting access controls violates this policy. Access controls protect against the unauthorized disclosure, modification, or destruction of the data residing in these systems, as well as the applications themselves. They offer alternative means to restrict activities of the general user population.

Printed documents must have “For Official Use Only/Law Enforcement Sensitive” in header or footer, ALL pages.

· Ability to print current screen and print complete IDS.

· Wireless technology disabled, unless required shall be DHS 4300A compliant

· IEEE 802.11i Wireless security standard utilizing WPA2, FIPS 197 AES-256)

User access shall be configured with Minimum 3 user levels:

· Operator Level 1 – all image analysis functions, except copy/delete; no OS access/no user admin

· Operator Level 2 – all image analysis functions including copy/delete; no OS access/no user admin.

Operator 2 should not be able to create or delete accounts

· Operator 3 (Administrator) – all image analysis functions including copy/delete/user administration; OS access

· SuperUser (not required, do not enable) – Vendor accounts are System Administrator accounts not be able to perform user level functions

Records/IDS adjudicated as “SUSPECT” can never be deleted or changed to “NON-SUSPECT”. Audit Records – System shall retain audit records sufficient in detail to facilitate the reconstruction of events if compromise or malfunction occurs.

Audit records shall contain at least the following information:

· Audit record access and audit logs shall be protected from unauthorized access, modification, or destruction. Operator 1 & 2 shall not have access audit records.

· Identity of each user and device accessing or attempting to access the system

· Time and date of system access and the logoff

· Activities that might modify, bypass, or negate information security safeguards

· Security relevant actions associated with processing

· Contain all activities performed using an administrator account/identity

All NII system computer operating systems shall be upgradeable to meet CBP compliance policy guidelines (CBP 1400‐05D Information Systems Security Policies and Procedures Handbook)

· Workstations and operating systems shall be upgraded to comply with current CBP Policy and operational service level agreements

· Ensure that all proposed configuration changes to operating systems, operating system security features, applications, critical system files, and system devices are formally tested, documented, and approved by the Government prior to the change being implemented Only licensed and approved operating systems and applications that are listed on the CBP Technical Reference Model (TRM) may be used on DHS workstations

4.7.1 Future Migration of NII Systems and Image data to the CBP network The Non-Intrusive Inspection Program is transitioning its NII system operations from an air gapped, standalone configuration to networked systems operating on the CBP enterprise. To support system networking, NII system vendors will be given requirements from the Government to support configuration changes of their systems to meet CBP network enterprise compliance requirements. Additionally, vendor personnel providing system support requiring network access will require an adjudicated CBP background investigation and PIV card for continued maintenance support of CBP NII systems.

NII System Migration to CBP Network Integration Requirements:

To meet security compliance requirements for CBP networked systems, vendors will be required to support CBP’s system integration efforts by upgrading, configuring, and testing NII system equipment to meet CBP security compliance requirements for network connectivity. Areas of support may include assisting CBP with the activities below:

· Upgrading operating system software to a CBP compliant O/S version

· Able to run anti-virus software protection (Symantec)

· Support NII system’s computers operating on a hardened CBP workstation/server image

· Support NII system can operate while regularly receiving security patches/updates

· Support system access control transition from Login/Password - to - CBP PIV card access control (HSPD-12)

· Support remediation of configuration errors and vulnerability findings during Nessus scanning.

· Support the program’s system acceptance testers (SAT) and Information Systems Security Officer (ISSO) by working with and providing system configuration information required to update and document the security authorization process.

4.7.2 Annual Configuration Report

The Annual Configuration Report shall reflect all changes and reflect the current equipment configuration, and must include the following: equipment model, equipment serial number, location, current software version with any software upgrade history/retrofits for the control console and programmable logic controllers (PLCs), hardware design and changes, and control vehicle configuration.

5.0 COST-WISE READNESS

U.S. Customs and Border Protection (CBP) Cost-Wise Readiness (CWR) Directive 5225-03 focuses on optimizing the performance of system and support services and establishing efficiency initiatives to minimize investment and sustainment costs while achieving capability and availability (readiness) outcomes. Mandatory CWR metrics to report include a CWR Key Performance Measurement (KPM) for readiness (materiel availability), a CWR KPM for materiel ownership costs, a CWR Key Performance Attribute (KPA) for materiel reliability, and a CWR KPA for supply chain materiel mean downtime, along with an assessment of resource-to-outcome sensitivities (best application of resources to achieve/sustain CWR outcomes). Representative KPM and KPA definitions are in Section 5 of CWR Directive 5225-03. Accordingly, the Contractor shall deliver and sustain the system and key subsystems that meet the readiness requirements for materiel availability, the reliability requirement, and the mean downtime requirement that provides the best Total Ownership Cost. The Contractor is encouraged to conduct and report an analytical assessment that offers, for Government consideration, an alternative balanced solution of optimum reliability and sustainment cycle time KPAs that result in minimal life cycle costs.

5.1. Cost-Wise Readiness Requirements

The following are minimum requirements for system and key subsystem(s) readiness drivers:

Materiel Availability (systems/key subsystems)

Materiel Availability (software/Information Technology (IT) systems, services, and functions)

Analytical Assessment

5.2 Key Performance Measurements (KPMs)

5.2.1 Materiel Availability (MA) Am

Materiel Availability (MA) is a measure of the percentage of the total inventory of the system and key subsystems that are operational (ready for tasking) and capable of performing an assigned mission over a given time. This can be expressed as the number of operationally available systems and key subsystems divided by the total population. MA also indicates the percentage of time that systems and key subsystems are operationally capable of performing an assigned mission and can be expressed as uptime divided by uptime plus downtime. Determining the optimum value for MA requires a comprehensive analysis of the system and key subsystems and their planned use, including the planned operating environment, operating tempo, reliability alternatives, maintenance approaches, and supply chain solutions. MA is largely influenced by system and key subsystem downtime, both planned and unplanned, requiring the early examination and determination of critical factors such as the total number of systems and key subsystems to be fielded along with the major categories and drivers of system and key subsystem downtime. MA must address the total population of systems and key subsystems planned for operational use, including those temporarily in a non-operational status once placed into service. The total lifecycle timeframe, from placement into operational service through the planned end of service life, must be included.

The CWR Materiel Availability KPM as defined for the inventory of systems and key subsystems shall be no less than 95%.

Materiel Availability (MA) = Am = Number of Systems and Key Subsystems Operational* (includes spares) Total Population of Systems and Key Subsystems (includes spares)

OR

The CWR Materiel Availability KPM as defined for software/Information Technology (IT) systems, services, and functions shall be no less than 98%.

MA is a number between 0 and 100 that provides the average percentage of time that software/Information Technology (IT) systems, services, and functions are capable of operational use during a specified period.

An MA shall be calculated during the designated normal operating period by using the following:

*Operational means in a materiel condition such that the system and key subsystems can perform an identified mission for which they were designed.

5.3 Total Ownership Cost (TOC)

Total Ownership Cost provides balance to the sustainment solution by ensuring Operations and Support (O&S) costs associated with materiel readiness are considered when making decisions. Cost elements can include maintenance, sustaining support, and continuing system improvements as necessary. This KPM value should cover the planned lifecycle timeframe for the entire population of systems and key subsystems’ readiness drivers consistent with the timeframe used in the MA KPM. Sources of reference data, cost models, parametric cost estimating relationship, and other estimating techniques or tools must be identified in supporting analysis.