Attachment A Live Scan SOW_v6 00002.pdf

STATEMENT OF WORK

UNITED STATES CITIZENSHIP & IMMIGRATION SERVICES (USCIS)

LIVESCAN EQUIPMENT PURCHASE AND

OPERATIONS & MAINTENANCE (O&M) SUPPORT

Updated 06/13/2022

1.0 Background

The United States Citizenship and Immigration Service (USCIS) uses Livescan electronic fingerprint scanning systems to electronically capture and submit applicant fingerprint images to the Federal Bureau of Investigation (FBI) and Office of Biometric Identity Management (OBIM). The fingerprints are used for identity verification purposes and to conduct criminal background checks prior to USCIS making a determination whether to grant immigration benefits to applicants. Livescan systems are currently in use at approximately 131 USCIS Application Support Centers (ASCs) located throughout the United States, the U.S. territories of Saipan, Guam, the Virgin Islands, and Puerto Rico, and by the USCIS Refugee, Asylum, and International Operations (RAIO) Program. In 2001, USCIS initiated collection of digital photographs and digital signatures at the ASCs to further streamline and reduce timeframes needed to process USCIS benefits applications.

This requirement supports the USCIS biometrics capturing goals of Improving Efficiencies, Preventing Fraud, Ensuring Accurate Biographic/Demographic Data, Validation of Biometrics Data, and Meeting FBI Image Quality Standards.

2.0 Scope

The Contractor shall furnish all necessary personnel and materials required to perform the work set forth in this SOW. The Contractor shall provide Livescan systems that can be integrated with Biometric Enrollment Tool (BET) software. The contractor shall support BET team to configure and set up Livescan system. Provided systems shall consist of all necessary components and configurations to meet the operational requirements of this SOW. As USCIS requirements evolve, the Livescan systems provided shall be capable of capturing and transmitting additional biometrics data (e.g., iris, pressed 2-print images, etc.) with minor component and configuration changes, which will be accomplished via a modification.

Additionally, USCIS may request hardware refreshes throughout the life of the contract to ensure all end of life equipment is updated in order to prevent equipment failure. Pricing of updated equipment will be negotiated between USCIS and the Contractor at the time a need for a refresh is determined. The Contractor shall provide operations and maintenance support for the USCIS Livescan systems. In addition to the hardware components, the Contractor shall provide Livescan system hardware installation and integration services, not limited to remote maintenance, on-site remedial hardware maintenance, preventative maintenance, technical support (toll-free telephone hotline), training (on-site user/ on-site systems administrator), standard commercial warranty, shipping, and removal/disposal of old equipment.

The existing Livescan systems are to be replaced by newer model Livescan systems (approximately 550 “cabinet style” machines, 12 “card scan” style machines, and 150 “mobile” style machines). In addition, approximately 131 document authentication systems and 131 check in Kiosks. As new systems are deployed at each site, the contractor shall remove and dispose of the old systems properly. The Contractor shall dispose of the Livescan systems at all sites where new systems are installed. The old mobile Livescan systems used by Field Offices and the RAIO Program will be disposed of by USCIS.

USCIS operations and services are periodically subject to changes which have contractual execution implications that may directly impact this requirement. Since such significant changes may mean increases in USCIS workload, the government may need order additional systems based on need. The optional increases may be exercised at the discretion of the contracting officer, although the government is under no obligation to exercise them.

3.0 Livescan System Specifications

3.1 FBI Certification

All Livescan systems and components delivered by the Contractor shall be capable of transmitting Federal Bureau of Investigation (FBI) National Institute of Standards and Technology (NIST) Electronic Fingerprint Transmission Specifications (EFTS) / Electronic Biometric Transmission Specifications (EBTS) files to the JMS-based USCIS Enterprise Service Bus (ESB). The fingerprint scanner, provided under this requirement, shall be FBI certified to comply with the FBI’s Next Generation Identification (NGI) and the Office of Biometric Identity Management’s (OBIM) Automated Biometric Identification System (IDENT) and upcoming replacement system, Homeland Advanced Recognition Technology (HART).

3.2 Functional Specifications

The Livescan systems provided by the Contractor shall meet all the functional specifications below.

3.2.1 Livescan systems shall be turn-key and include all components, peripherals, and configurations as specified in sections 3.2 and 3.3 of this SOW.

3.2.2 Livescan systems shall have the capability to capture type 14 (flat) and type 4 (rolled) fingerprints at 500 ppi.

3.2.3 Livescan systems shall be capable of processing a minimum of six (6) rolled ten-print applicants per hour (i.e., total time for a skilled fingerprint technician to process one rolled 10-print applicant shall be 10 minutes or less).

3.2.4 Livescan systems shall have the capability to read both 1D and 2D barcodes through the use of 1D and 2D barcode scanners.

3.2.5 Livescan systems shall be capable of capturing quality (FBI-acceptable) fingerprint images for a complete spectrum of skin pigmentation.

3.2.6 Livescan systems shall capture an applicant’s signature using a digital signature pad or touchscreen with stylus.

3.2.7 Livescan Systems shall be capable of functioning using the USCIS Biometric Enrollment Tool (BET) software. Data entry shall be done using barcode scanners, touch screen displays and keyboards.

3.2.8 Livescan systems shall include a standard commercial 1 year warranty or better.

3.2.9 “Cabinet” Livescan systems shall be designed to function in an office environment of 60 to 90 degrees Fahrenheit and 20 to 80 percent relative humidity, non-condensing, and shall not require any special air conditioning.

3.2.10 “Mobile” Livescan systems shall be designed to function in an outdoor environment.

3.2.11 “Mobile” Livescan systems shall be designed to be highly portable (i.e. able to be transported by a single person).

3.2.12 Livescan systems shall have the capability to incorporate standard system security features (e.g., FIPS compliant Personal Identity Verification (PIV) system authentication via Microsoft Active Directory).

3.2.13 Livescan systems shall have the ability to provide non-repudiation, audit ability, and assurance of capture workstation operator identity.

3.2.14 Livescan systems shall have the ability for encryption-key management, by a single, centrally located authority.

3.2.15 Livescan systems shall be able to collect biometrics and store un-submitted records in "off-line mode" (no connectivity to destination system).

3.2.16 Livescan shall provide Software Development Kit (SDK) through the manufacturer’s for all devices.

3.3 Livescan Hardware Configurations

The existing Livescan Systems are comprised of 3 different hardware configurations. All components shall be of the same make and model, and all configurations shall be the same to ensure uniformity to the maximum extent possible (e.g. all computers shall be the same, all of the laptops shall be the same, all fingerprint scanners shall be the same, all cameras shall be the same, etc.). All hardware supplied by the vendor shall be the most recent models to decrease the risk of hardware going end of life, to ensure the originally implemented models of the hardware can be ordered throughout the duration of this contract.

3.3.1 Cabinet System

3.3.1.1 A stand may be substituted for a cabinet as long as it meets all of the requirements of the cabinet.

3.3.1.2 The cabinet system shall be a standalone turn-key system that has a computer, fingerprint scanner, monitor, barcode reader, camera, and signature pad contained within in a single cabinet.

3.3.1.3 The cabinet system shall have an Uninterrupted Power Supply (UPS) that will allow independent Livescan operation for up to 2 hours.

3.3.1.4 The cabinet system shall be no larger than 28 inches deep by 28 inches wide.

3.3.1.5 The cabinet system shall be robust enough to support Livescan equipment and its associated hardware. It shall withstand full-time operational use for a 5-year lifecycle.

3.3.1.6 The cabinet system shall have locking wheels.

3.3.1.7 The cabinet system shall have a power adjustable height that allows the entire cabinet to move vertically in order to accommodate small children, handicapped individuals in wheelchairs, and individuals over 6 feet tall. The computer and power backup (UPS) do not have to move vertically.

3.3.1.8 Fingerprint scanner shall be able to detach from the cabinet, and shall extend a minimum of two feet , so that applicants in wheelchairs are easily accommodated for fingerprint capture.

3.3.1.9 The cabinet system's fingerprint scanner shall be centered (left to right) in the cabinet.

3.3.1.10 The cabinet system shall have an enclosure where the computer and UPS shall be located and locked to prevent tampering.

3.3.1.11 The cabinet system shall be able to physically restart and power on/off the computer from the outside rear of the locking enclosure.

3.3.1.12 The cabinet system shall be configured to allow computer cables to be hidden or secured to avoid entanglement or prevent damage when the cabinet is moved.

3.3.1.13 The keyboard shall have adjustable height and angle capability in order to help prevent injuries to operators.

3.3.1.14 Any camera shall be affixed to the cabinet to prevent it from being knocked over.

3.3.1.15 Any camera, while affixed to the cabinet, shall be height- and distance-adjustable to capture individuals at either standing or seated height.

3.3.1.16 Any camera, while affixed to the cabinet, shall be able to be positioned on either the left or right side of the cabinet, as determined by the operator.

3.3.1.17 The cabinet system shall include a fingerprint scanner which shall be FBI-certified.

3.3.1.18 The fingerprint scanner shall be Fingerprint Acquisition Profile (FAP) FAP 60; and

3.3.1.19 The fingerprint scanner shall weigh no more than 3.5 pounds and be capacitive, not optical;

3.3.1.20 The fingerprint scanner shall be USB compatible, powered through the USB connection, and include the USB cable. The USB connectors should be capable of supporting current industry standards as well as backwards compatibility.

3.3.1.21 The fingerprint scanner shall be compatible with current versions Windows Operating Systems and have manufacturer support for Web USB/USB Device or manufacturer-provided documentation enabling in-house development of web-hardware interface

3.3.1.22 The fingerprint scanner shall be the same make and model used in the mobile Livescan version.

3.3.1.23 The computer shall have at a minimum a 2.0Ghz processor.

3.3.1.24 The computer shall have a minimum of 32GB of RAM.

3.3.1.25 The computer shall have a minimum Solid State Drive (SSD) storage capacity of 500GB.

3.3.1.26 The computer shall run with the appropriate USCIS Windows image.

During the life of this requirement, USCIS may migrate to new versions of Windows, therefore the Livescan systems shall be capable of receiving updated drivers required for the most current version of Windows. Contractor shall provide support to USCIS development team integrating new drivers.

3.3.1.27 The camera shall be a digital camera with a built-in flash.

3.3.1.28 The camera shall have the ability to be controlled and operated by the BET Livescan application (ex. through the camera manufacturer’s Software Development Kit (SDK)).

3.3.1.29 The camera shall be able to deliver a captured photo to the Livescan application within 1.5 seconds of the operator pressing the capture button in the Livescan application.

3.3.1.30 The camera shall have an ISO range of at least 200 to 6400.

3.3.1.31 The camera shall be able to capture minimum of 10.0 megapixel photos or greater.

3.3.1.32 The camera shall be the same make and model used in the mobile Livescan version.

3.3.1.33 The system shall include a 1D/2D barcode reader (64 bit compatible).

3.3.1.34 The system shall include an illuminated signature pad with a line on the signature box for signature.

3.3.1.34.1 The signature pad shall have a minimum cord length of ten (10) feet from the front of the machine.

3.3.1.34.2 The stylus attached to the signature pad shall be able to create a clear signature.

3.3.1.35 Flatbed FD-258 card scanners (one per ASC). This device shall be FBI-certified and connect to the cabinet system via USB cable.

3.3.1.36 The system shall include a touchscreen LCD/LED Monitor. This device shall be approximately the width of the cabinet.

3.3.1.37 The system shall include a USB Mouse.

3.3.1.38 The cabinet shall contain a flat work area designed to hold paperwork.

3.3.2 Mobile System

3.3.2.1 The fingerprint scanner shall be the same make and model used in the cabinet version.

3.3.2.2 The computer shall run with the appropriate USCIS Windows image.

During the life of this requirement, USCIS may migrate to new versions of Windows, therefore the Livescan systems shall be capable of receiving updated drivers required for the most current version of Windows. Contractor shall provide support to USCIS development team integrating new drivers.

3.3.2.3 The laptop shall be ruggedized (or in a ruggedized case) that meets MIL STD 810G 516.6 or MIL STD 810H, and is durable for field use.

3.3.2.4 The laptop shall have at least one USB 3.0 compatible port.

3.3.2.5 The laptop shall have Wi-Fi 802.11n or better.

3.3.2.6 The laptop shall have Bluetooth 4.0 or better.

3.3.2.7 The laptop shall have a minimum manufacturer listed battery life of 7 hours.

3.3.2.8 The laptop shall have a touch-screen with a resolution that is capable of displaying 1080p or better.

3.3.2.9 The laptop shall have a minimum storage capacity of 256GB. The computer shall have a minimum of 32GB of RAM.

3.3.2.10 The laptop shall have an RJ-45 Ethernet port that is capable of 1Gbps transfer rates.

3.3.2.11 The system shall include a 1D/2D barcode reader (64 bit compatible).

3.3.2.12 The laptop shall include a charging cord capable of 110V to 240V.

3.3.2.13 The camera shall be the same make and model used in the cabinet Livescan version. Should replacements be needed, support for driver integration with BET will be required.

3.3.2.14 The system shall include a self-powered 7 port USB 3.0 hub with an AC power adapter.

3.3.2.15 The system shall include a small form factor tripod for each camera.

3.3.2.16 The system shall include a physical mouse that can connect to the laptop wirelessly. The mouse shall be rechargeable and come with a charging cord.

3.3.2.17 The system shall include a small form factor laptop stand (whether built into the laptop/case or as a separate stand).

3.3.2.18 The system shall include a ring light to ensure high quality photos.

Ring light shall operate on AC power and battery. Lighting shall simulate the lighting conditions of a bright but cloudy day. Ring light shall fit in the mobile carrying case.

3.3.2.19 The system shall include a controlled, 4’ x 4’, rollup, hanging back drop. The backdrop color shall be 18% gray and shall completely fill the image frame behind an individual. Backdrop should include a stand for ease of use. Backdrop shall have its own carrying case with a handle.

3.3.2.20 The system shall include a durable hard shell, four spinner wheeled carry-on suitcase (with telescoping handle) with cut foam inside, to store all components. The case shall meet the requirements of airline carry-on luggage.

3.3.2.21 The system shall include an illuminated signature pad with a line on the signature box for signature.

3.3.2.22 The signature pad shall have a minimum cord length of ten (10) feet from the front of the machine.

3.3.2.23 The stylus attached to the signature pad shall be able to create a clear signature.

3.3.3 Card Scan System

These systems shall be used in the Service Centers for scanning paper FD-258 fingerprint cards. They are not to be confused with the “cabinet” systems required in paragraph 3.3.1 above.

3.3.3.1 The computer shall have at a minimum a 2.0Ghz processor.

3.3.3.2 The computer shall have a minimum of 8GB of RAM.

3.3.3.3 The computer shall have a minimum Solid State Drive (SSD) storage capacity of 240GB.

3.3.3.4 The computer shall run with the appropriate USCIS Windows image.

During the life of this requirement, USCIS may migrate to new versions of Windows, therefore the Livescan systems shall be capable of receiving updated drivers required for the most current version of Windows. Contractor shall provide support to USCIS development team integrating new drivers.

3.3.3.5 The card scan system shall have a 1D/2D barcode reader (64 bit compatible).

3.3.3.6 The card scan system shall have a flatbed FD-258 card scanner which shall be FBI-certified.

3.3.3.7 The card scan system shall have a 23 inch (or larger) touchscreen LCD/LED Monitor.

3.3.3.8 The card scan system shall have a USB Keyboard.

3.3.3.9 The card scan system shall have a USB Mouse.

3.3.4 Document Authentication (DA) System (not likely to be ordered in initial order)

3.3.4.1 The DA system shall validate significant security features of the vast majority of identity documents presented by immigration benefit applicants (passports, visas, ID cards, etc.).

3.3.4.2 The DA system shall scan documents with visible, IR, and UV illumination.

3.3.4.3 The DA system shall read Machine-Readable Zone checksum and expiration date.

3.3.4.4 The DA system shall detect the presence of B900 ink.

3.3.4.5 The DA system shall read magstripe and 2D barcode data.

3.3.4.6 The DA system shall be able to scan and complete document authentication within 15 seconds of the operator pressing the scan (or equivalent) button in the authentication software.

3.3.4.7 The DA system shall scan both sides of a card-based ID. USCIS prefers the DA system scan both sides simultaneously.

3.3.4.8 The DA system shall vet documents against regularly updated databases of secure documents and their security features.

3.3.4.9 The vendor shall provide and update document authentication software, for the DA system, and document libraries that are updated at least annually.

3.3.4.10 The vendor’s DA system software shall be simple and easy to understand, with an intuitive graphical user interface.

3.3.4.11 The DA system shall securely connect to USCIS systems.

3.3.4.12 The DA system shall create an audit trail that records approving user, customer identifier, document types and results of security checks involved in transaction. If there is an issue with a transaction it should be possible to go into the system and identify information that was created by the transaction in question. Biometric Technician ID, Customer demographics, form type for the transaction etc.

3.3.4.13 The DA system shall operate as a standalone, turnkey solution.

3.3.4.14 The DA system shall read input from a government-generated barcode prior to identity documents being scanned.

3.3.4.15 The DA system shall include all of the following, which shall fit on a typical desk:

o Windows-based computer or tablet with a USCIS approved version of windows. During the life of this requirement, computers will be capable to migrate to upgraded versions of Windows.

o Monitor (not required if using a tablet) o Cables o Scanner(s)

3.3.4.16 The DA system shall read input from a government-generated barcode prior to identity documents being scanned.

3.3.4.17 The DA system shall be able to scan and complete document authentication within 8 seconds of the operator pressing the scan (or equivalent) button in the authentication software.

3.3.4.18 The DA system shall securely connect to USCIS systems.

3.3.4.19 The DA system shall create an audit trail that records approving user, customer identifier, document types and results of security checks involved in transaction.

3.3.4.20 The vendor shall make requested software modifications within six months follow request.

3.3.4.21 The vendor shall provide installation and custom implementation (user login and tracking) of the system.

3.3.4.22 The vendor shall provide a one-year warranty for the DA system.

3.3.4.23 The vendor shall provide a help desk hotline for the DA system.

3.3.4.24 The DA system will be expected to transmit text fields to a USCIS-built system to record essential transaction details including, but not limited to, security check result, timestamp, account ID of employee logged into the device, and applicant identifying information.

3.3.4.25 DA systems shall have the capability to incorporate standard system security features (e.g., FIPS compliant Personal Identity Verification (PIV) system authentication via Microsoft Active Directory).

3.3.5 Electronic Check-in System (not likely to be ordered in initial order)

The kiosk must have the following peripherals:

3.3.5.1 2D barcode scanner to scan appointment notice

3.3.5.2 Ticket printer to print small receipt with barcode for scanning at LiveScan when applicant is processed

3.3.5.3 Computer monitor

3.3.5.4 Manual data entry device (keyboard or touchscreen)

3.3.5.5 CPU running propriety check-in software, with the ability to connect to internet and transmit check-in data to USCIS systems

The electronic check-in system shall meet the following requirements:

3.3.5.6 The vendor’s electronic check-in system software shall be simple and easy to understand, with an intuitive graphical user interface.

3.3.5.7 The vendor’s electronic check-in system shall be contained in a kiosk that is usable by members of the general public, handicap accessible, and sufficiently sturdy to withstand heavy usage in high-traffic offices.

3.3.5.8 The vendor shall provide installation and custom implementation of the system, including integration with proprietary agency software.

3.3.5.9 The vendor shall make requested software modifications within one month following a request.

3.3.5.10 The vendor’s electronic check-in system shall read input from a government-generated barcode and search for data contained in the barcode in an agency system to display check-in results to customer.

3.3.5.11 The vendor’s electronic check-in system shall print a ticket containing queue number and category, barcode with appointment and customer information, customer information, and appointment information.

3.3.5.12 The vendor’s electronic check-in system shall convey check-in results to agency system. At a minimum, the system shall store an applicant identifier, such as the application receipt number, to confirm check-in occurred.

3.3.5.13 The vendor shall provide a one-year warranty for the electronic check-in system.

3.3.5.14 The vendor shall provide a help desk hotline for the electronic check-in system.

3.3.6 Iris Camera (not likely to be ordered in initial order)

3.3.6.1 The iris camera shall be a digital camera with a built-in Near-Infrared (NIR) light source.

3.3.6.2 The iris camera shall have the ability to be controlled and operated by the BET Livescan application (ex. through the camera manufacturer’s Software Development Kit (SDK)).

3.3.6.3 The iris camera shall be able to deliver a captured photo to the Livescan application within 2 seconds of the operator pressing the capture button in the Livescan application.

3.3.6.4 The iris camera shall have the ability to capture an image of both irises, or a single iris, when positioned no closer than 12”. The iris camera must not require positioning closer than 12” to the subject’s face to capture a useable double or single iris image.

3.3.6.5 The iris camera shall be able to capture 5 megapixel photos or greater for dual-iris photos and 1 megapixel photos or greater for single-iris photos.

3.3.6.6 The iris camera shall be the same make and model used in the mobile Livescan version.

3.3.6.7 If purchased, the iris camera will have to be integrated into the cabinet systems and mobile units.

4.0 Delivery

Within ten (10) business days following award Contractor shall provide one (1) complete type of cabinet unit, 1 complete card scan unit, five (5) complete mobile units and 1 document authentication (only if purchased in the initial order) to USCIS Headquarters (Attention: Steve Duggan, DHS/USCIS/IRIS/IIMD, Business Operations Integration Branch (BOIB), Room 1N110 1Floor, 5900 Capital Gateway Drive, MS- 2204, Camp Springs, MD 20588-0009, Cell Number 202-438-6890, Desk Number 1-240-721-3127. The systems shall include all peripherals and the manufactures operating system. These systems shall be used for the purpose of systems configuration/compatibility testing and solidifying the USCIS operating system “image” and the USCIS BET software to be used by the Livescan Systems. The Contractor may be required to provide technical support on-site or remotely via teleconference with USCIS staff at USCIS Headquarters to solidify the hardware operation with the USCIS BET Livescan Application and the operating system image.

Following configuration and compatibility testing the Contractor will complete 2 weeks of production testing at one of our ASC locations. This will include install 10 cabinet systems, five (5) complete mobile units, 1 card scan system, 1 check in system (if purchased in the initial order) and 1 document authentication system (if purchased in the initial order), connect to the USCIS network, load the BET software, run actual production transactions and verify that the transactions have transmitted downstream to receiving systems and that responses have been received from the FBI.

No later than 26 weeks from the completion of production testing and acceptance, all Livescan systems must be operational at every USCIS location listed in Attachment A. The Contractor shall dispose of old equipment, deliver and install new Livescan equipment, perform operational testing and provide required training at every USCIS location in the time period specified above.

After award, and prior to installation of any systems, the contractor will work with the Contracting Officers Representative (COR) to finalize the draft deployment plan submitted with the proposal. The draft deployment plan shall be revised to include dates each site will be updated, names and contact information of contractors doing the installation and the Media Access Control (MAC) address of each Livescan system to be installed. The MAC addresses must be provided so that port security settings may be set by USCIS to allow for the installation of the new machines. Additional information may be requested if needed.

12-months of Operations and Maintenance (O&M) support shall commence when all Livescan systems are installed. Systems installed prior to all systems being operational shall be supported by the contractor and any service shall be considered part of the installation. The Contractor shall be required to complete delivery all the way to the operational location (for cabinet card scan and document authentication systems).

Curb-side delivery and drop-shipping are not acceptable. The Government will not be responsible for moving any equipment, either for installation or disposal.

O&M for any additional items (over the total estimated quantities) added will be negotiated at the task order level.

5.0 Shipping

The Livescan Systems shall be delivered to the installation site no sooner than 72 hours prior to installation. Livescan Systems shall be shipped as complete systems; shipping of separate components is unacceptable. The operating system and necessary software shall be installed and configured prior to delivery. The BET software will be installed by USCIS via System Center Configuration Manager (SCCM) once the Livescan Systems are connected to the USCIS network. Dates shall be coordinated with the COR prior to delivery. Delivery shall be considered FOB Destination and acceptance of the Livescan Equipment will occur upon receipt of a G-504 Form (Report of Property Shipped/Received).

6.0 Test and Acceptance

Phase 1 (Proof of Concept) is a test in which test applicant records will be processed on a stand-alone Livescan system to demonstrate image and process acceptability of the Livescan system configuration and saving the encrypted data. No later than 20 business days after award, the contractor shall deliver one (1) complete type of cabinet unit, one (1) complete card scan unit, five (5) complete mobile units and 1 document authentification system (only if purchased in the initial order), to the government, for first article testing, in accordance with FAR clause 52.209-4. The government shall perform testing of each system to ensure the hardware and BET software are compatible. The government shall notify the contractor in writing of the outcome of the testing. The contractor shall be responsible for any costs associated with first article testing.

Phase 2 shall test the Livescan application’s ability to utilize the Microsoft Active Directory for user accounts and login via an LDAP connector. This test shall only be performed on the awarded contractor’s systems.

Phase 3 shall test the communication connection between each Livescan system Processing a USCIS application. This test shall only be performed on the awarded contractor’s systems and shall be reconfirmed at the time of installation at each USCIS location and the RAIO deployment in order for each system to be considered operational.

Testing, unless otherwise noted, shall be performed at the USCIS HQ Lab located at 5900 Capital Gateway Drive, Camp Springs, MD 20588-0009.

7.0 Disposal

The Contractor shall perform the following tasks as part of disposal of the systems removed from each location. Livescan systems at each location are to be disposed of in accordance with this statement of work unless the Contractor is notified by the Government five (5) business days prior to the scheduled removal date that other disposal means will be utilized. The Contractor shall coordinate the de-installation and removal of scrap Livescan systems with the COR.

7.1 Uninstall existing Livescan systems in coordination with the installation of the new Livescan systems per the accepted proposed deployment schedule. All old systems shall be disposed of by the time the installation of the new units is complete (on a site by site basis).

7.2 Remove the Hard Disk Drive (HDD) from the computer in each old Livescan system and give the HDD to the local USCIS IT Manager. If the local IT Manager is absent, the ASC Immigration Services Officer (ISO) or Site Supervisor shall suffice. The Contractor is responsible for providing written proof that the ASC ISO or Site Supervisor certified that the HDD for each specific machine has been removed and placed in into Government custody.

7.3 Dismantle and haul away each complete Livescan system and attached components for disposal as scrap.

7.4 Complete and sign Form G-504, Report of Property Shipped/Received. The USCIS IT Manager, ASC ISO or Site Supervisor will also sign and take possession of the Form G- 504 to acknowledge transfer of scrap property to the Contractor representative.

7.5 Ensure the following information included on and/or attached to the G-504 for each scrap system is correct:

7.5.1 Livescan System Property Control Number (PCN)

7.5.2 Component PCNs, if applicable

7.5.3 Livescan System Serial Number

7.5.4 Livescan Model Number

7.6 Remove all DHS PCN Labels from the Livescan equipment and attach them to the back of the G-504.

7.7 Make all arrangements for transportation and disposal of scrap property, including inside pick- up, truck lift gate, shipping, and payment of disposal facility handling and disposal fees.

7.8 In accordance with FMR 102-36, ensure that all applicable Environmental Protection Agency (EPA) and state environmental regulations are met in disposing of the Federal Electronic Assets (FEA) and scrap property. Contractor shall use authorized certified recyclers or refurbishers (see the following websites - R2:

http://www.sustainableelectronics.org or Estewards: http://www.e-stewards.org/find-a-recycler/) to dispose of FEA and scrap property. Prior to disposal of any component of FEA and scrap property that contains hazardous materials, the Contractor shall obtain written certification and/or other proof from the waste disposal facility that the disposal facility is fully certified for hazardous waste disposal. Ensure that all applicable EPA and state environmental regulations are met in disposing of the scrap property. Components of the scrap equipment contain hazardous materials. Prior to disposal, the Contractor shall obtain written certification and/or other proof from the waste disposal facility that the disposal facility is fully certified for hazardous waste disposal.

7.9 Following disposal, verify in writing to the Contracting Officer’s Representative (COR) that the equipment has been disposed of as scrap material through proper waste disposal procedures and facilities in accordance with all applicable government regulations. The Contractor shall provide the information listed in paragraph 7.5 above as part of proper disposal documentation.

7.10 In lieu of disposal via certified recycling/refurbishing, the Contractor may obtain written consent from the COR to donate the equipment to a Public Body. A Public Body, as defined by FMR 102-36, is any department, agency, special purpose district, or other instrumentality of a state or local government; any Indian tribe or any agency of the federal government. Following written consent from the COR, the Contractor shall provide donation receipts that list the donated equipment (to include the information listed in Section 7.5 above) the recipient, the recipient’s contact information, and the recipient’s signature. This information shall be provided within ten (10) calendar days following the donation. The Contractor may not receive any proceeds from the donation.

8.0 Reselling Prohibition

The Contractor shall not (a) resell the disposed components or parts for any use (b) cannibalize scrap equipment for spare components or parts (c) sell disposed property for scrap, or (d) otherwise receive compensation for the disposed property over and above the amount provided by USCIS under this requirement.

9.0 Installation

The Government shall ensure each USCIS facility is prepared to receive the equipment, to include cabling, wiring, construction modifications, etc. The Contractor shall be responsible for all other aspects of installation. The Contractor shall provide support to the BET software development team with the integration of all the hardware and load all necessary software and device drivers to conduct a complete configuration test sufficient to ensure that the Livescan system is fully functional in each USCIS ASC site. The configuration for each ASC Livescan system shall be identical. The Contractor shall be responsible for setup, burn in, and integration of devices. The Contractor shall burn-in systems for a minimum of 24 hours and certify each system as completely operational prior to delivery, installation and integration of each system, in accordance with all terms and conditions of this requirement. Within ten

(10) calendar days following the completion of deployment, the Contractor shall deliver an initial inventory report to the COR. The report shall consist of a list of all system locations, serial numbers, DHS Property Control Numbers (PCN) system names, as well as IP addresses and other network information necessary to maintain the systems on the USCIS Network.

9.1 Installation shall include the following activities.

9.1.1 Install and integrate Livescan hardware

9.1.2 Install and integrate the operating system

9.1.3 Install and integrate component pieces as required to meet the requirements of this SOW

9.1.4 Install DHS Property Control Number (PCN) Labels on Livescan Systems

9.1.5 Complete a Form G-504 for the installation at each USCIS site

9.1.6 Execution of a setup routine specifying the appropriate hardware configuration.

The Contractor shall, in all cases, be responsible for burn-in, certification, and delivery of hardware and software not later than the delivery date specified in this contract. The Contractor shall adequately package Livescan systems to prevent shipping damage, make all arrangements for transportation, shipping, insurance, and commercial Bills of Lading, and unpack and install systems at the receiving USCIS fingerprinting locations and remove and dispose of all packing materials. Shipping costs shall be included in the price of the Livescan systems.

After award and prior to deployment, USCIS shall provide the Contractor with approximately 1,900 PCN Labels. While in the care of the Contractor, the Contractor shall be responsible for the PCN labels.

9.2 The Contractor shall install the PCN labels on the Livescan Systems as follows:

9.2.1 Cabinet Systems:

One on the cabinet

9.2.2 Mobile Systems:

One on the Laptop

9.2.3 Card Scan Systems:

One on the computer

Upon successful Livescan System installation at a USCIS site, the Contractor shall complete and Sign Form G-504, Report of Property Shipped/Received. The USCIS IT Manager, ASC ISO or Site Supervisor will also sign and take possession of the completed Form G-504 to acknowledge transfer of new property to the Government.

9.3 The Contractor shall ensure the following information included on the G-504 for each new system is correct:

9.3.1 Livescan System Property Control Number (PCN)

9.3.2 Component PCNs, if applicable

9.3.3 Livescan System Serial Number

9.3.4 Livescan Model Number

9.4 During the installation of Livescan systems, the Contractor shall provide a Systems Information Report (both a hard and an electronic copies) to the COR and Technical Lead in MS Excel format. This report shall be provided with-in 2 business days following the end of each week during deployment or at the request of the COR and Technical Lead, once the installation of all machines is complete. The report shall include at a minimum, the following information:

9.4.1 ASC Location

9.4.2 Site type (Stand Alone or Co-Located)

9.4.3 ASC Site Code (i.e. X-code)

9.4.4 Livescan Model

9.4.5 Livescan System Name

9.4.6 Mac Address

9.4.7 IP Address

9.4.8 Livescan System Serial Number

9.4.9 Device Driver Version

9.4.10 Livescan Machine Number

9.4.11 Gateway IP Address

9.4.12 Subnet Mask

9.4.13 Network IP

10.0 Training

The Contractor shall conduct training with USCIS Livescan operators. The Contractor shall assist in the creation of training documentation to be used by all USCIS designated Livescan operators.

10.1 Training Documentation

The contractor shall assist USCIS in the creation of documentation.

User Training Documentation support shall include the following:

Creation of materials that support the use and configuration of the supported hardware devices listed above.

Assist USCIS in the integration of use and configuration verbiage into a comprehensive end-user training document.

10.2 On-Site Training

Unless otherwise coordinated by the Government, the Contractor technician shall conduct basic on-site train the trainer training, of selected USCIS designated Livescan operators or other government personnel, at the time of installation. Travel cost is included in all on-site training, contractor shall not expense travel separately to the government. Training shall be conducted at USCIS HQ and each ASC site. On-site training includes ASC Site Supervisor or government personnel training. User manuals and user systems administrators manuals shall be accessible within the application and provided in Adobe (.pdf) format at delivery to facilitate training.

10.2.1 Training should be conducted with the ASC site supervisor or backup site supervisor and include the following

10.2.1.1 Operational instruction to identified Livescan operators.

10.2.1.2 Review and familiarization with user manual documentation (e.g., manual, video).

10.2.1.3 Instruction on the setup and disassembly of portable systems.

10.2.1.4 Basic troubleshooting/component replacement.

10.2.1.5 Review and familiarization with User Manual documentation (e.g., manual, video).

10.2.1.6 Best practices for capturing the highest quality fingerprints.

10.2.1.7 Cleaning protocols for the system and all devices associated with the system.

10.3 Off-Site/Remote Training

Off-site training shall be provided for the RAIO overseas program and shall include the following. A maximum of four off site trainings shall be coordinated so as to occur during overseas duty hours; these trainings shall be provided at no additional cost to the government.

10.3.1 Virtual user training via video web conference.

10.3.2 Self-paced training video(s) and/or electronic user guide.

11.0 Operations and Maintenance (O&M) Support

11.1 Technical Support Services Hotline

The Contractor shall provide a telephonic system, for technical support, during each ASC site’s operational hours and in the time zone the site is located. The hotline support shall be via a toll-free number. The hotline shall support all USCIS sites (domestic and overseas).

Issues or problems associated with the Livescan or Document authenticationSystems shall be submitted to the Contractor’s helpdesk. The Contractor shall provide a telephonic response to the ticket requestor within one (1) hour from that point to provide their Service Request ticket number, at which time a resolution or plan for resolution will be provided.

The Contractor shall provide the most effective method of providing responsive technical hardware, firmware and driver troubleshooting and resolution support. This includes remote access support for hardware troubleshooting and coordination with BET support team for any software bug resolutions or BET programming issues via the USCIS Service Desk, BET Support Team and COR.

The Contractor shall provide a monthly Technical Support Services Hotline utilization report to the COR. This report shall detail:

11.1.1 Ticket Number

11.1.2 Contractor Service Request Number

11.1.3 Date Ticket Opened

11.1.4 Date and time of first contact with requestor

11.1.5 Date Ticket Closed

11.1.6 Number of Business Days Ticket was Open

11.1.7 System Down (Yes or No)

11.1.8 Length of time system was down

11.1.9 On site or remote maintenance

11.1.10 ASC Site Code (i.e. X-code)

11.1.11 ASC Site Name

11.1.12 Machine number

11.1.13 ASC POC

11.1.14 If onsite maintenance field technician’s name

11.1.15 Problem Type

11.1.16 Solution

11.1.17 Summary (i.e. description of problem)

11.1.18 Status (Open or Closed)

11.2 Remedial and Preventive Maintenance Services

The Contractor shall be responsible for hardware maintenance, firmware and hardware driver support for Livescan and Document authenticationSystems provided under this contract. The Contractor shall provide all maintenance coverage necessary to meet the requirements of this SOW. The Contractor shall coordinate warranty information and warranty services with the manufacturer of the hardware.

The Contractor shall provide remedial as well as preventive maintenance coverage.

Subject to security policies, regulations and procedures, the Government will permit on-site access to the equipment that is to be maintained.

11.3 General Maintenance Requirements

The Contractor shall provide all necessary personnel, materials, parts, tools, diagnostic and test equipment, technical manuals/publications and other services as may be required for the hardware maintenance support. Maintenance support shall include technical troubleshooting, problem resolution, and component repair or replacement in order to maintain and keep the equipment in full operating condition. The Contractor may use substitute systems (“Spares”) during maintenance activities. However, such systems shall be provided at no cost to the Government and shall have full functionality of the system it temporarily replaces.

11.4 Period of Maintenance

The official operating hours for equipment covered under this contract shall be 8 a.m.

through 5 p.m., local time for each location, Monday through Friday (excluding Federal Holidays).

11.5 Software

The Contractor shall have direct access to the Livescan Application such that it is able to correct data transmission or system connectivity issues. All software changes and software fixes will be the responsibility of the USCIS BET software development team and are not included as part of the maintenance agreement in this contract.

11.6 Hardware Maintenance

11.6.1 Preventive Maintenance

The Contractor shall schedule one annual in person preventive maintenance site visit to maintain hardware (both for Livescan Systems and Document authentication Systems) in full operating condition. The Contractor shall provide a preventative maintenance schedule to the COR. The maintenance schedule shall be produced by the Contractor with input from the Government. This schedule shall become effective upon installation of all systems.

The Contractor shall provide a preventative maintenance report to the COR.

The report shall identify each Livescan and Document authentication System by machine number and the corresponding dates when preventative maintenance was scheduled, and the date maintenance was performed.

11.6.2 Remedial Maintenance

Remedial maintenance shall be provided in response to tickets submitted to the Contractor’s help desk. The Contractor shall diagnose and repair malfunctioning Livescan and Document authentication systems in the most cost-effective manner available which will also minimize the downtime of the affected system. Remedial maintenance shall include transportation, labor and parts required for return of a malfunctioning system to full operating condition.

Remedial maintenance shall be performed upon receipt of a notification that a system is inoperative (down). The Contractor shall provide USCIS with a point of contact and ensure the Government is able to make contact with the point of contact during operational hours (see paragraph 11.4). Within one

(1) hour of a service request being made, the Contractor shall provide a telephonic response that assesses the situation, identifies the problem, and proposes the resolution and the time to fix the problem.

Downtime is that time during which equipment is inoperable due to a hardware malfunction. Downtime is calculated for the entire system versus a single component. A determination of downtime will be made solely by the Government. Downtime for each failure shall start at the time the Government notifies the Contractor of a failure and shall run until the failed system is returned to full operating condition.

The Contractor’s responsibilities for remedial maintenance shall include:

11.6.2.1 Administration and management of all repairs associated with the Livescan and Document Authentication systems.

11.6.2.2 Tracking the status and invoking the use of all applicable warranties of the Livescan and Document authentication systems.

11.6.2.3 Telephonic responses to the originator within 1 hour of a service request.

11.6.2.4 Completion of provided support, repairs, or replacement within one

(1) business day of arrival on-site.

11.6.2.5 Provided on-site support within three (3) business days of receiving a request for service for ASCs located within the Continental United States.

11.6.2.6 Provided on-site support within four (4) business days of receiving a request for service for ASCs located in Puerto Rico, U.S. Virgin Islands.

11.6.2.7 Provided on-site support within five (5) business days of receiving a request for service for ASCs located in Hawaii, and Alaska.

11.6.2.8 Provided on-site support within ten (10) business days of receiving a request for service for ASCs located in Guam and Saipan.

12.0 Responsibilities of the Contractor

12.1 Parts Quality

The Contractor shall use only new or refurbished parts produced by the Original Equipment Manufacturer (OEM) during the conduct of repairs. Parts that have been replaced shall become the property of the Contractor.

12.2 Protection of Information during Equipment Maintenance

The Contractor shall prevent loss of hard drive information during all maintenance activities by taking steps to protect and, at the Government’s option, restore as necessary, any information residing in the equipment being maintained. The Contractor is responsible for the erasing or wiping of information from all hard drives removed or replaced by the Contractor. Hard drives must be wiped under the supervision of the local Field Service Engineer (FSE). The drives should be given to the FSE if the Field Office they are stationed at has the capability to destroy it, otherwise it should be stored in the Site Supervisors safe. Under no circumstances should the contractor remove hard drives from the USCIS facility.

12.3 Remote System Access for Maintenance

Work Place as a Service (WPaaS) and VPN connections are the acceptable means of remote system access to perform required hardware maintenance or system troubleshooting.

12.4 Service Request Reports (SRs)

The Contractor shall maintain an electronic database of all SRs to respond to Government inquiries regarding specific problems and issues. The SR shall contain at a minimum, the following information:

12.4.1 Name of person requesting service

12.4.2 Service location, including office, 3-digit site code, city and state/country

12.4.3 Telephone number of the person requesting service

12.4.4 Type of equipment

12.4.5 Serial number and USCIS property control number (PCN) of equipment being serviced

12.4.6 Date and time of request for service

12.4.7 Type of service (telephonic or on-site)

12.4.8 Date and time of arrival of maintenance personnel on-site (if applicable)

12.4.9 Description of problem

12.4.10 Parts replaced (if applicable)

12.4.11 Date and time problem was resolved

12.4.12 Reason problem not resolved within required timeframe (if applicable)

12.4.13 Any required follow-up actions

12.4.14 Contractor ticket number; and

12.4.15 Name of individual at affected site certifying the repair was completed

13.0 System Performance