ACE Support Services Statement of Work_Final RFI.pdf

U.S. Department of Homeland Security

U.S. Customs and Border Protection

Office of Trade

STATEMENT OF WORK

Communications, Training, Operations, and Deployment Support

December 7, 2022

Contents

1. Scope

2. Background

3. Task Areas

3.1 Communications

3.1.1 General Communications Support

3.1.2 Executive Communications

3.1.3 End-User Communications

3.1.4 Multi-Media Communications

3.2 Training

3.2.1 Training Programs

3.2.2 Training Design, Development, Delivery and Maintenance Support

3.2.3 Training Development During Agile System Development

3.3 Stakeholder Engagement and Operations

3.3.1 Stakeholder Management

3.3.2 Strategic Planning

3.3.3 Process and Policy Updates

3.3.4 Program Evaluation and Management Support

3.4 Deployment

3.4.1 Deployment Planning & Readiness

3.4.2 Implementation

4. Deliverables

5. Acceptance Criteria

6. Place of Performance

7. Travel

8. Award Type ....................................................................... Error! Bookmark not defined.

9. Period of Performance (POP)

10. Personnel and Work Hours

10.1 Work Hours

10.2 Recognized Holidays

10.3 Overtime

10.4 Key Personnel

10.5 Labor Categories

10.6 Staffing

10.7 Resumes

10.8 Surge .............................................................................. Error! Bookmark not defined.

11. Government Furnished Equipment and Information

12. Security

13. Transition Planning

13.1 Incoming Transition Plan

13.2 Outgoing Transition Plan

13.2.1 Out-processing activities for all contractor employees

14. Invoice Requirements

15. Appendix A

15.1 Sample Schedule of Deliverables and Work Products to be outlined by Task Order * 27

1. Background

The mission of CBP within the Department of Homeland Security (DHS) is to secure the nation’s borders to protect against the entry of dangerous people and goods and unlawful trade and travel, and to ensure the efficient flow of legitimate trade and travel across United States borders. CBP has direct responsibility for enhancing U.S. economic competitiveness. CBP enables legitimate trade, contributes to American economic prosperity, and protects against risks to public health and safety by reducing costs for the international trade community and enforcing trade laws against counterfeit, unsafe, and fraudulently entered goods. OT consolidates the trade policy, program development, and compliance measurement functions of CBP into one office.

Working closely with other federal agencies and the international trade community, OT is continuing to modernize its programs and processes to enhance information sharing, leverage advanced analytics, improve, or replace existing systems. There are several programs and initiatives that the contractor will support under this contract involving a wide-range of internal and external stakeholders. A few of those programs and initiatives are highlighted below.

The Automated Commercial Environment (ACE) is a centerpiece of CBP’s modernization efforts and is one of the largest business process and technology transformation investments undertaken by a Federal Government agency. Having recently deployed all core trade processing capabilities in ACE, the ACE program continues to develop and deploy new capabilities, enhancements, and maintenance improvements during the sustainment phase of the program’s lifecycle. ACE is the commercial trade processing system that serves as the backbone of the U.S. trade facilitation and enforcement mission and provides a single, centralized way to connect CBP, the international trade community, and other federal agencies.

ACE is the primary means by which agencies with trade-related responsibilities receive data and other relevant documentation required for the release of imported cargo and the clearance of cargo for export. A range of change management activities are required to prepare and train CBP headquarters and field personnel, trade community users and Partner Government Agency (PGA) users as ACE continues to develop and deploy system enhancements.

The Advanced Trade Analytics Platform (ATAP) program also supports CBP’s trade mission by providing CBP with a single, organized point of access for all CBP’s internal and external sources of information, enhanced predictive and prescriptive analytic capabilities, and a unified case management system that allows for enterprise collaboration and data sharing between offices.

ATAP is currently in development and is based on a service delivery model that allows CBP to develop customized solutions for unique trade analytics questions presented to CBP on a frequent basis. The delivery of ATAP will allow CBP to increase efficiency in executing the trade mission through integrated information and data sharing, stronger analytic capabilities, and resource management. These capabilities will strengthen a proactive risk management posture for CBP and enable the agency to respond to the needs of stakeholders, from the highest levels of government to front line officers on the border. A range of change management activities are required to prepare and train CBP headquarters and field personnel and trade community users as ATAP continues to develop and deploy system capabilities.

Other related programs and projects aim to respond to new statutory requirements, improve trade business processes, and enhance data analysis and availability, such as Forced Labor Prevention and the 21st Century Customs Framework. The Uyghur Forced Labor Prevention Act (UFLPA) codified new trade enforcement powers and responsibilities that represent a major paradigm shift in the execution of CBP’s trade enforcement mission. Change management support is needed to help CBP meet these new statutory demands and engage internal and external stakeholders (e.g., CBP, PGA, trade community, and non-governmental organization personnel) to meet CBP’s mission goals and prevent the importation of goods sourced from regions and actors engaged in forced labor. CBP employees processing imports at ports of entry and the private actors engaged in international trade require highly tailored training and communications regarding the new law and updated policies and procedures. The 21st Century Customs Framework is a strategic initiative that seeks to: improve the timeliness and quality of data received in both the entry and de minimis trade environments; expand information sharing with the international trade community and increase visibility into modern supply chains; provide a more flexible and streamlined enforcement process. The Contractor will supply additional support to facilitate stakeholder engagement, process analysis, communications, training, operations, and deployment support activities.

All Contractor employees for this IDIQ and its subsequent task orders are required to have a favorably adjudicated background investigation (BI) either provisional (limited) or full clear prior to onboarding and becoming billable.

Task Orders will be awarded against this IDIQ will be Labor Hour or Time and Materials Task Orders that also includes not-to-exceed (NTE) line items for surge services, other direct costs such as travel.

2. Scope

This Statement of Work (SOW) describes the general Communications, Training, Operations, and Deployment support requirements for the U.S. Customs and Border Protection (CBP) Office of Trade (OT) under an Indefinite Delivery/Indefinite Quantity (IDIQ) contract. The Contractor shall provide all support services under subsequent task orders in accordance with this SOW.

The Government will further define specific tasks and deliverables for each task (or call) order, which will conform to the general requirements contained herein. The Contractor shall provide all personnel, supervision, and other non-personal services necessary as defined in this SOW.

This contract will be available to support all operational and mission support elements within

OT.

3. Specific Tasks

This contract is intended to cover services to support a variety of CBP OT’s trade facilitation and enforcement programs and initiatives within the following task areas, which are described in further detail in the following subsections:

• Communications

• Training

• Stakeholder Engagement and Operations

• Deployment

3.1 Communications

3.1.1 General Communications Support

3.1.1.1 Update existing or develop integrated strategic communication plans for internal and external audiences, including CBP headquarters, domestic and international field personnel, uniformed law enforcement personnel, PGA personnel, and external international trade actors.

3.1.1.2 Create messaging content using common office software applications for publication via various tools and communications channels such as email, ACE messaging services, CBPNET, CBP.gov, SharePoint sites, Outlook, TEAMS, social media, and other means available to CBP.

3.1.1.3 Conduct research and collect information about OT operations and programs, automated system deployments, and other modernization efforts as applicable to develop messaging content.

3.1.1.4 Provide development and maintenance support for both external and internal websites, including OT SharePoint sites.

3.1.1.5 Review written communication materials, correct spelling, and punctuation, and make targeted recommendations on how to improve grammar, syntax, and formatting.

3.1.1.6 Coordinate communications to ensure message consistency.

3.1.1.7 Provide knowledge management support and tools for maintaining and tracking files, data, requests for information, and other communication products.

3.1.1.8 Track communications activities, such as outreach events, data calls, article submissions/requests, etc., and provide the Government with associated metrics and reports.

3.1.1.9 Triage requested communication tasks, create new or update existing tools for tracking statuses of communication tasks, monitor status, and support efficient and expeditious response.

3.1.1.10 Produce surveys and analyze survey results.

3.1.1.11 Provide drafts of talking points, briefings, presentation slides, handouts, and brochures, as needed, for government approval.

3.1.1.12 Collect social media engagement and website data, analyze data, and identify trends, and distribute this information to teams working on communications, training, policies, processes, and planning.

3.1.2 Executive Communications

3.1.2.1 Support OT with responding quickly to requests (such as an email) for information from executive leadership and oversight / legislative stakeholders (e.g., Congress, White House, OMB, DHS HQ, etc.).

3.1.2.2 Draft and review executive-level communication materials including, but not limited to:

a. Reports to Congress

b. Talking points

c. Presentations

d. Briefing Papers

e. Issue/White Papers

f. Executive status reports

g. Input on press inquiries and social media updates

3.1.3 End-User Communications

3.1.3.1 Develop and distribute end-user communications including, but not limited to:

a. Messages to CBP field personnel regarding cargo processing, for example, Cargo Systems Message Service (CSMS) messages to the public, and CBP ACE Messaging Service (CAMS);

b. Periodic messages to field personnel and other stakeholder groups (e.g. ACE information notices), regarding status of automation efforts;

c. Handouts, marketing materials and outreach presentations about CBP trade programs

d. CBP and trade newsletters and articles about CBP trade programs

3.1.3.2 Organize, manage, and develop materials for outreach activities, including but not limited to:

a. Webinars and teleconferences with CBP, trade community and PGA stakeholders

b. CBP representation at both trade community-sponsored and CBP-sponsored conferences

c. CBP port events

3.1.3.3 Assist CBP in providing on-site or remote support for select CBP port and trade outreach events through pre- and post-event logistics support.

3.1.3.4 Update and maintain lists of stakeholders or key contacts, such as trade association members, Field Readiness Coordinators, ACE Ambassadors, etc.

3.1.4 Multi-Media Communications

3.1.4.1 Provide graphic design and messaging in the creation of communications products such as web content, flyers, newsletters, pamphlets, infographics, factsheets, branding, logos, and other channels that are easy-to-understand, advance the intended message, aesthetically pleasing, and appropriate for the intended audience.

3.1.4.2 Produce live action, animated, and slide-based videos for training and other communication needs.

3.1.4.3 Provide knowledge management support to collect, update, and maintain an inventory of multi-media content for future uses.

3.2 Training

3.2.1 Training Programs

3.2.1.1 Assess and define operational, policy and/or system training requirements in close coordination with CBP for program stakeholders such as: CBP employees, PGA employees, government contractors, and/or members of the international trade community.

3.2.1.2 Develop training plans and approaches to accomplish established training objectives and timelines.

3.2.1.3 Assist in the development of business cases to verify and validate the procurement and/or development of new training programs.

3.2.1.4 Incorporate the principles embodied in the Capability Maturity Model (CMM) for the development of new training programs or the modification of existing programs.

3.2.1.5 Develop training programs that reflect the activities of the Systems Life Cycle (SLC), including milestones, required resources by task, and definitive metrics to assess effectiveness of the training program.

3.2.1.6 Apply Instructional Systems Design (ISD) practices and principles tailored to OT requirements and stakeholders to instructional methods and course content.

3.2.2 Training Design, Development, Delivery and Maintenance Support

3.2.2.1 Design, develop, and deliver training in a format which best meets the learning needs and characteristics of the target audience including, but not limited to the following:

a. Train-the-Trainer Instruction

b. Instructor-Led Training

c. Online Help

d. Videos

e. Quick Reference Cards

f. Quick Reference Guides

g. User Guides

h. Instructor Guides

i. Student Guides

j. CBP handbooks and instructional guides

k. Frequently Asked Questions

l. Web-based Training

m. Webinars

n. Web Tutorials

o. Interactive System Simulations

3.2.2.2 Develop and update training curriculum and organize training workshops and other events to train the specified audience(s) on the defined topic(s).

3.2.2.3 Organize and provide logistical support for training workshops and other events, including, the preparation and distribution of course schedules; the scheduling of training rooms and ensuring the rooms are properly equipped and set up for the sessions; providing for set up and delivery of training materials and equipment;

developing or updating existing training records management systems; managing the statistical information about the training courses and student participation and preparing report on status of preparations at least 3 business days before the training begins.

3.2.2.4 Prepare course materials in the format required for the training.

3.2.2.5 Provide quality assurance reviews for all prepared course materials.

3.2.2.6 Develop, maintain, and catalog course materials, instructional aids, and other necessary documentation for new and existing courses.

3.2.2.7 Provide configuration and change management support for training programs. Adhere to industry best practice and CBP-specific Documentation Configuration Management and Quality Assurance processes and procedures.

3.2.2.8 Identify and create training data for training environments, define training environment business requirements, and define training environment usage and scheduling requirements. (Note: The support of these training environments is from a functional/business standpoint and does not require activities such as code/script generation.)

3.2.2.9 Provide instructors and train additional instructors (government and third-party) to support delivery of training to defined audiences.

3.2.2.10 Apply lessons learned across the program to the development of individual courses and entire curriculums.

3.2.2.11 Assist CBP in utilizing of automated tracking and evaluation tools to measure the effectiveness of training programs including, but not be limited to, questionnaires, course evaluation forms, and customer surveys.

3.2.2.12 Develop performance metrics including but not limited to: class schedules, number of enrolled students, classes cancelled, students attended, students who successfully met all course objectives, and customer satisfaction.

3.2.2.13 Develop and maintain a tool for tracking status of training development and delivery workload.

3.2.2.14 Provide a final report on the training summarizing course materials covered, response to exercise, metrics, and lessons learned within 2 weeks from end of the course.

3.2.3 Training Development During Agile System Development

3.2.3.1 The Contractor shall participate in daily Scrum meetings, Sprint Reviews and Demonstrations, and retrospectives/lessons-learned sessions.

3.2.3.2 The Contractor shall provide training input at relevant project meetings, take meeting minutes, and ensure the meeting minutes are distributed once approved by the PM.

3.2.3.3 The Contractor shall work as part of fully integrated “Agile” Project Teams and coordinate with the appropriate team members in the creation of training materials.

These team members may include Product Owners, Capability Owners, Business Analysts, and Subject Matter Experts. The Contractor shall coordinate all training design, development, and delivery activities through the PM.

3.3 Stakeholder Engagement and Operations

3.3.1 Stakeholder Management

3.3.1.1 Create, update, and maintain stakeholder engagement strategies and plans for supported programs.

3.3.1.2 Advise CBP in engaging stakeholders on matters such as outreach methodologies and communication channels to engage with the internal and external stakeholders for CBP automated systems and international trade policies and requirements.

3.3.1.3 Provide administrative and management support for various stakeholder and oversight bodies, to include scheduling, facilitating, drafting briefing materials, and documenting outcomes for meetings.

3.3.1.4 Track and prepare reports regarding policy issues that are pending resolution among various CBP stakeholders.

3.3.1.5 Provide planning and execution support for on-site and remote stakeholder outreach events, conferences, webinars, and symposia, including pre-event, concurrent, and post-event logistical support.

3.3.1.6 Support, schedule, arrange, and facilitate in-person and virtual meetings and prepare meeting minutes.

3.3.1.7 Determine methods and collect data on industry events, enforcement policies, industry feedback, and CBP personnel feedback.

3.3.2 Strategic Planning

3.3.2.1 Identify and provide knowledgeable and influential subject matter experts in international trade, forced labor prevention, supply chain security, operations research, human capital management, and other fields related to the OT mission to advise and assist in developing strategic plans.

3.3.2.2 Manage government stakeholder, industry, non-governmental organization, and civil service organization participation in stakeholder engagement and elicitation efforts as part of the strategic planning process.

3.3.2.3 Identify key initiatives though workshops, facilitated labs, stakeholder interviews, and other forms of nonempirical or empirical research.

3.3.2.4 Develop action plans for assigned work units, which may include the entire Office of Trade or discrete sub-elements or functional areas, to achieve and sustain short-, mid-, and long-term goals.

3.3.2.5 Provide subject matter expertise and develop work products to accomplish key initiatives and other items included in action plans.

3.3.3 Process and Policy Updates

3.3.3.1 Identify gaps in existing policies and processes.

3.3.3.2 Create, maintain and re-engineer Standard Operating Procedures (SOPs).

3.3.3.3 Propose new and updated policies and processes.

3.3.3.4 Provide Change Management expertise and support to operationalize new procedures and inform the reorganization of division of work structures.

3.3.3.5 Incorporate updated policies into existing operational processes for CBP internal audiences as well as same information presented appropriately to trade community and other audiences external to CBP.

3.3.4 Program Evaluation and Management Support

3.3.4.1 Provide program evaluation and management expertise in support of OT operations.

3.3.4.2 Support data-driven decision-making by evaluating and analyzing data and building and maintaining project-specific models and data visualization dashboards.

3.3.4.3 Conduct analyses and develop reports that allow for the assessment of trends and operational issues that affect OT and other CBP Offices.

3.3.4.4 Facilitate and plan for significant projects, including the capturing and documenting of milestones, risks, interim products and deliverables, and other similar activities in project’s lifecycle.

3.4 Deployment

3.4.1 Deployment Planning & Readiness

3.4.1.1 Assist in monitoring progress of requests for automated system changes from internal and external stakeholders.

3.4.1.2 Assist in coordinating stakeholder workshops to document requirements for upcoming or requested automated system changes.

3.4.1.3 Identify and document impacts resulting from proposed system changes to inform user-readiness and support planning to enable users’ transition to new system capabilities.

3.4.1.4 Assist with documenting and communicating applicability of planned process and system changes to stakeholders.

3.4.1.5 Collect input regarding the anticipated reaction/impact of frontline users to new trade capabilities, including insights into new features and/or changes to business processes.

3.4.1.6 Create, maintain, and execute user-readiness/implementation plans, coordinating inputs into those plans from various internal and external stakeholders.

3.4.1.7 Implementation plans shall include but not limited to addressing all aspects of needed user support, including but not limited to communications, outreach, training, user provisioning, pre- and post- deployment calls, on-line help, FAQs, and on-site support.

3.4.1.8 Review functionality and deployment information for alignment with program plans for modernization.

3.4.2 Implementation

3.4.2.1 Perform the activities described in implementation plans.

3.4.2.2 Update and maintain schedules and statuses for all system developments and deployments, including change management tasks, work products, deliverables, and final deployment schedules.

3.4.2.3 Review, track and make recommendations for meeting deployment dependencies and integration needs. Review and recommend how to resolve any field deployment-related knowledge gaps.

3.4.2.4 Provide Subject Matter Experts (SMEs) for end-user support for system deployments— including pilot and limited deployment projects— which may include extended travel to field sites, additional logistical support, responding to end-user calls and messages, managing, and monitoring dedicated email boxes and messaging services, and coordinating responses from agency SMEs.

3.4.2.5 Collect, track, and report on lessons learned, support call volume and trend statistics, and deployment survey responses from stakeholders.

3.4.2.6 Provide SMEs to assist in responding to inquiries and in creating tools and methods (e.g., dedicated user email inbox, FAQs, user support pamphlets, user support teleconferences, webinars/videos) that support stakeholders’ use of deployed capabilities and programs.

4. Deliverables

The Contractor shall provide a monthly progress report for all awarded task orders with a monthly invoice to the COR that measures the current results against the performance baseline. All other deliverables and work products will be defined by task order requirements.

A list of sample deliverables is in Appendix A.

4.1 Acceptance Criteria

For general quality measures, as set forth below, the following shall be applied to each deliverable or work product received from the Contractor under this SOW. The quality of the work products will be assessed by the CBP PM.

Accuracy - Deliverables shall be accurate in presentation, technical content, and adherence to accepted elements of style. All deliverables shall conform to the appropriate DHS Directive or Office of Management and Budget (OMB) circular.

Clarity - Deliverables shall be clear and concise. Engineering terms shall be used as appropriate.

All diagrams shall be clear, concise, and relevant to the supporting narrative.

Specifications Validity - All deliverables shall be accomplished in accordance with the requirements of the Government as defined in the SOW.

File Editing - All text and diagrammatic files shall be editable by the Government.

Timeliness - Deliverables shall be submitted on or before the due date specified. The PM shall be notified prior to the due date in the event that the due date cannot be met.

Approval – The Government will have 10 business days to review and accept Deliverables or request specific adjustments/edits based on the Deliverables conformance with this SOW.

After 10 business days from the date of submission, Deliverables will be considered accepted if no feedback has been received in writing. After receipt of requested adjustments/edits, the Contractor shall resubmit the Deliverable and the Government will have 5 business days to review and accept or request further edits. After 5 business days from receipt of this submission, Deliverables will be considered accepted if no feedback has been received in writing within fifteen (15) calendar days.

5. Government Furnished Equipment and Information

The Government will provide contractor personnel with work areas equipped with a workstation and access to a laser printer, telephones, and general office supplies or otherwise ensure proper working conditions occur when personnel are working remotely (such as teleworking).

Upon approval of the COR, CBP will furnish computer, laptops, and desktop equipment as necessary to the Contractor to perform any off-site work as specified in the Task Order. The furnished property will be delivered to the Contractor in an “as is” condition. The Contractor is directly responsible and accountable for all Government property in accordance with the requirements of the Task Order. This includes Government property in the possession or control of a subcontractor. This property may only be used for authorized work under the Task Order and for no other purposes. The Contractor shall not use this property to store or transmit personal data and information. All CBP Information Technology and access security policies and procedures in accordance with the “Information Systems Security Policies and Procedures handbook (HB 1400-05C)” apply to the use of this property.

The Contractor shall be responsible for the loss of or damage to any Government Property.

6. Place of Performance

Work will primarily take place remotely though some work may occur on site at CBP facilities in the metropolitan DC, Maryland, Virginia areas as specified by the Task Order. Work may also take place at alternative locations as agreed upon by the PM and instructed by the Government.

6.1 Travel

Travel is anticipated as being required to support the efforts contemplated under this SOW.

The Contractor shall provide a reasonably detailed estimate associated with anticipated travel at least 3 business days before departure. All travel shall be approved at least 3 business days in writing (e.g. email) by the COR before travel begins. Travel expenses may be reimbursed in an amount not higher than that allowed by the Federal Travel Regulations in effect at the time of travel, and all travel shall be allocable and necessary to the services under this effort.

Normal commuting expenses are not allowed.

7. Period of Performance (POP)

The term of the award shall be a one-year base period and four (4) one-year option periods.

The option years will be exercised at the discretion of the Government and if funding is available.

8. Security

The following applies to all tasks in this SOW: the work shall be UNCLASSIFED.

Contractor personnel will have access to sensitive but unclassified information. A full background investigation (BI) is required to perform the activities described in this SOW.

Contractor personnel shall not begin working on the Task Order until the limited (provisional) or full background investigation is completed by CBP. The first stage of the process, Limited BI process averages 90-120 days; as does the second stage of the process to attain the full background investigation adjudication. Personnel are not billable until they have a provisional or full clear and onboard with OT.

If a contractor employee currently holds a CBP, DHS, DOD or other type of federal BI or clearance, CBP will consider if reciprocity is available. A decision on reciprocity is not guaranteed and is at the sole discretion of CBP Office of Professional Responsibility (OPR).

The Contractor shall comply with the CBP administrative, physical, and technical security controls to ensure that the Government’s security requirements are met. The Contractor shall not use, disclose, or reproduce data, which bears a restrictive legend, other than as required in the performance under this SOW. The Contractor has the responsibility to maintain knowledge of current security standards through communication with COR or Contracting Officer/Specialist assigned to this contract or its subsequent task orders.

8.1 Employee Identification

All Contractor employees shall identify themselves as Contractors when their status is not readily apparent (in meetings, when answering Government telephones, in e-mail messages, etc.) and display the Government issued visitor badge in plain view above the waist at all times.

The visitor badge is for building access not a PIV card with computer access. Contractor employees visiting Government facilities shall wear a visitor badge. Contractor employees working on-site at Government facilities shall wear a Government issued visitor badge at all times. Visiting Contractor employees shall comply with all Government escort rules and requirements.

8.2 Employee Conduct

Contractor’s employees shall comply with all applicable Government regulations, policies and procedures (e.g., fire, safety, sanitation, environmental protection, security, “off limits” areas, ii.18. wearing of parts of DHS uniforms, and possession of weapons) when visiting or working at Government facilities. The Contractor shall ensure Contractor employees present a professional appearance at all times and that their conduct shall not reflect discredit on the United States or DHS or CBP. The Project Manager shall ensure Contractor employees understand and abide by Department of Homeland Security established rules, regulations and policies concerning safety and security.

8.3 Section 508 Requirements

When providing cloud hosting services (Infrastructure as a Service, Platform as a Service, Software as a Service, etc.) the Contractor shall ensure user administrative screens, dashboards and portals used to configure, and monitor cloud services conform to the Section 508 standards.

Validation shall occur on a frequency that ensures Section 508 requirements is evaluated within each iteration and release that contains user interface functionality. Upon request, the Contractor shall demonstrate the ability to ensure these outputs conform to the applicable Section 508 standards (including WCAG 2.0 Level A and AA Success Criteria). The Contractor shall demonstrate conformance by conducting testing and reporting test results based on representative sample outputs. For outputs produced as Microsoft Office and Adobe PDF file formats, the Contractor shall use the test methods published under “Accessibility Tests for Documents”, which are published at https://www.dhs.gov/compliance-test-processes. For outputs produced as web based electronic content, the Contractor shall use the DHS Trusted Tester for Web Methodology Version 5.0, or successor versions. This methodology is published at https://www.dhs.gov/trusted-tester

9. Personnel and Work Hours

The Contractor shall provide qualified personnel to perform all requirements specified in this SOW. The Contractor shall provide any support necessary for the successful completion of the SOW requirements, to include any support item required.

9.1 Work Hours

The Contractor shall typically work eight hours a day, 5 days a week, but may be required to work beyond this typical schedule. Contractor personnel shall observe a consistent tour of duty of 40 hours per week, Monday through Friday. Any alterations to the work schedule shall be negotiated with the PM. Contractor personnel shall be available for weekend and after-hours work as directed by the PM who will notify the COR of the change in work hours if this is determined by the Contractor to impact funding and may be called upon for after-hours emergencies.

9.2 Recognized Holidays

The Contractor shall not be required to perform services on the following federal holidays:

• New Year’s Day

• Martin Luther King Jr.’s Day

• Washington’s Birthday (President’s Day)

• Memorial Day

• Juneteenth National Independence Day

• Independence Day (July 4th)

• Labor Day

• Columbus Day

• Veterans Day

• Thanksgiving Day

• Christmas Day

9.3 Overtime

Contractor personnel shall not work more than forty (40) hours a week without prior written approval of the CBP PM and the COR at least three (3) business days before the start of the overtime. Approved overtime hours shall be invoiced at the normal hourly rate for this effort.

9.4 Training

Ensure all personnel with access to the CBP data complete the following training:

9.4.1 Privacy at DHS: Protecting Personal Information before accessing PII and/or SPII training.

All Contractor and subcontractor employees that will have access to Personally Identifiable Information (PII) and/or Sensitive PII (SPII) are required to take Privacy at DHS: Protecting Personal Information before accessing PII and/or SPII. The privacy training is accessible at http://www.dhs.gov/dhs-security-andtraining-requirements-contractors .

9.4.2 The DHS Rules of Behavior: The DHS Rules of Behavior is a document that informs users of their responsibilities when accessing DHS systems and holds users accountable for actions taken while accessing DHS systems and using DHS Information Technology resources capable of inputting, storing, processing, outputting, and/or transmitting http://www.dhs.gov/dhs-security-andtraining-requirements-contractors http://www.dhs.gov/dhs-security-andtraining-requirements-contractors sensitive information. The DHS Rules of Behavior apply to every CBP employee, Contractor and subcontractor that will have access to DHS systems and sensitive information. The DHS Rules of Behavior shall be signed before accessing CBP systems and sensitive information. The DHS Rules of Behavior shall be signed within thirty (30) days of contract award. Any new Contractor employees assigned to the contract shall sign the DHS Rules of Behavior before accessing CBP systems and sensitive information. The DHS Rules of Behavior will be reviewed annually by October 31st. The DHS Rules of Behavior is accessible at http://www.dhs.gov/dhssecurity-and-training-requirements-contractors .

9.4.3 The Information Technology Security Awareness Training. All users of Federal information systems are required by Title 5, Code of Federal Regulations, Part 930.301, Subpart C.

The Department of Homeland Security (DHS) requires that Contractor employees take an annual Information Technology Security Awareness Training course. The Information Technology Security Awareness Training is accessible at http://www.dhs.gov/dhs-security-and-trainingrequirements-contractors .

The Contractor shall maintain signed copies of the DHS Rules of Behavior for all Contractor and subcontractor employees as well as the completed training certificates as a record of compliance.

The above training along with the signed DHS Rules of Behavior form and completion certificates shall be delivered to the COR within thirty (30) days of contract award or onboarding.

The training shall be completed on an annual basis thereafter not later than October 31st of each year with email notification to the COR as to completion status. The records shall be made available to the COR or PM or CO within 5 business days of written (email) request.

9.5 Key Personnel

Key personnel are personnel who are integral and indispensable in completing the required work. Key personnel shall be available at contract/project start Key Personnel shall not be removed, replaced, or added to the Task Order by the vendor without written approval for the Contracting Officer (CO) and CBP PM. Unless at the request of the Government, no replacements shall be made within the first 90-days after Task Order award. The Government will not approve substitutions for the sole convenience of the contractor. The Government may request a change of Key Personnel at any time if it is deemed in the best interest of the government.

9.6 Labor Categories

These are the labor categories for this IDIQ and labor categories may be selected for each task order. Also, a task order may add labor categories specific for that scope of work.

http://www.dhs.gov/dhssecurity-and-training-requirements-contractors http://www.dhs.gov/dhs-security-and-trainingrequirements-contractors http://www.dhs.gov/dhs-security-and-trainingrequirements-contractors

For purposes of the Request for Information (RFI), these are a sample of labor categories.

• Note where experience for international trade is listed this means person must have knowledge of trade community stakeholders involved in international trade, such as software vendors, carriers, freight forwarders, customs brokers, importers, and exporters, who transmit electronic customs data to CBP automated commercial systems; and/or internal CBP stakeholders such as CBP officers, entry specialists, import specialists, and headquarters management and or other government agencies with a role in regulating imports and exports (PGAs)

Table 1

Suggested Labor

Category Suggested

Number of

Employees per

Task Order

Minimum Requirements

Program Manager, Senior (KEY) 1 Bachelors degree; 6 years of experience in the international trade industry plus supervisory experience relevant to this SOW.

a. Support the overall effort in daily project duties

b. Manage contractor resources assigned under this Task Order

c. Interact and coordinate activities with the Government PM, COR, and Task

Manager

d. Responsible for maintaining appropriate staffing levels

e. Responsible for tracking projects, and ensuring deadlines are met

f. Ensures required work products and deliverables are delivered at or under budget.

Project Manager

Communications and

Operations, Senior (KEY)

1 Bachelors degree; 6 years of experience doing strategic communications in a trade or law enforcement professional setting plus supervisory experience relevant to this SOW

Sample of expertise required - Provide expert guidance to team members and develop work

Suggested Labor

Category Suggested

Number of

Employees per

Task Order

Minimum Requirements products for at least six of the following core functional areas:

a. Cargo Manifest

b. Cargo Release

c. Post Release

d. Customs Statements

e. Exports

f. Cargo Reporting

g. Partner Government Agencies

h. Trade Community Customs

i. Section 508 Compliance

Communications and

Operations Specialist, Senior

2 Bachelors degree; 6 years of experience researching, preparing, and distributing news releases, articles, web-based material, and photographs on Office of Trade program-related activities. plus media, operations, communications or trade industry experience relevant to this SOW

Communications and

Operations Specialist 2 4 years of experience researching, preparing, and distributing news releases, articles, web-based material, and photographs on Office of

Trade program-related activities. plus media, operations, communications or trade industry experience relevant to this SOW

Communications and

Operations Associate 2 2 years of professional experience and relevant to this SOW

Project Manager Training, Senior (KEY) 1 Bachelors degree; 6 years of experience doing executive training, instructional work, international trade, shipping, cargo, forced labor or other related industry experience plus supervisory experience relevant to this SOW

Suggested

Number of

Employees per

Task Order

Minimum Requirements dcProvide expert guidance to teaxm members and develop work products for at least six of the following core functional areas:

a. Cargo Manifest

b. Cargo Release

c. Post Release

d. Customs Statements

e. Exports

f. Cargo Reporting

g. Partner Government Agencies

h. Trade Community Customs

i. Document Imaging System

j. System Control Officer and/or End

User Provisioning

k. 508 Compliance

l. SharePoint

m. Jira and Jira-Related Tools

n. Training Environment Design, Development, and Management

o. Training Data Design, Development, and Management.

Instructional Developer and

Instructor, Senior (KEY) 2 Bachelors degree; 6 years of experience developing and delivering educational and informational materials, manuals and other training aids used in virtual and onsite workshops. Knowledgeable and experience with new technology and initiatives in instructional design and development. Plus training, shipping, cargo, forced labor, trade industry or other related experience relevant to this SOW

Suggested

Number of

Employees per

Task Order

Minimum Requirements

Instructional Developer and

Instructor

4 4 years of instructional design or instructional experience relevant to this SOW

Training Associate 2 2 years of instructional design and/or delivery

Project Manager

Multimedia, Senior (KEY) 1 Bachelors degree; 6 years of experience with internet, social media, print and display multi-channel communications in a government, international trade or law enforcement professional setting plus supervisory experience relevant to this SOW

Multimedia Specialist, Senior (KEY) 1 Bachelors degree; 6 years of experience conceptualizing, developing, designing, producing, editing, and directing multi-media projects; on Office of Trade program-related activities. plus media, digital communications, print media, videography, graphics, or international trade industry experience relevant to this SOW

Multimedia Specialist 2 4 years of experience developing, designing, producing, editing, and directing multi-media projects; on Office of Trade program-related activities. plus media, digital communications, print media, videography, graphics, or international trade industry experience relevant to this SOW

Multimedia Associate 2 2 years of experience developing, designing, producing, editing, and directing multi-media projects; on Office of Trade program-related activities. plus relevant industry experience to this SOW

Suggested

Number of

Employees per

Task Order

Minimum Requirements

Human Factors Engineer

(User experience /User

Interface), Senior

1 Bachelors degree; 6 years of experience designing objects, environments to optimize human well-being and overall system performance, applying theory, principles, and data regarding the relationship between humans and respective technology relevant to this SOW

Management Consultant, Senior 3 Bachelors degree; 6 years of professional experience helping organizations solve issues, and improve business performance relevant to this SOW

Functional Analyst (I/O), Senior 2 Bachelors degree; 6 years of professional experience conducting analyses, measuring various areas of performance, and developing process improvement initiatives or other experience relevant to this SOW

Data Analyst, Senior 2 Bachelors degree; 4 years of professional experience analyzing data using statistical techniques, implementing and maintaining databases, gathering data from primary and secondary sources, identifying, analyzing and interpreting trends from the data; plus experience in international trade, shipping, forced labor, law enforcement or other experience relevant to this SOW

Data Analyst, Associate 2 2 years of professional experience analyzing data using statistical techniques, implementing and maintaining databases, gathering data from primary and secondary sources, identifying, analyzing and interpreting trends from the data; plus experience in international trade, shipping, forced labor, law enforcement or other

Suggested

Number of

Employees per

Task Order

Minimum Requirements

Graphics Designer 2 2 years of graphic design experience relevant to this SOW

Executive Advisor 1 Bachelor degree and 10 years of professional experience in the international trade industry plus skills and knowledge relevant to this

SOW

Subject Matter Expert, Senior

1 Bachelors degree, with 6 years experience and knowledge of industry’s and CBP’s trade process workflow and operations in functional areas such as: import and export manifest, importer security filing, cargo release, in-bond, PGA requirements, entry summary, document imaging, foreign trade zones, warehouse, collections, quota, liquidation, protest, and drawback.

Subject Matter Expert 1 6 years knowledge of CBP’s mission and programs, statutes and regulations, operational policies, and procedures related to the import and export processes; plus familiarity with international trade cargo processing and automated systems such as: Automated

Commercial Environment (ACE) and

Automated Export System (AES).

Subject Matter Expert 1 6 years experience and knowledge of industry’s and CBP’s trade process workflow and operations in functional areas such as:

import and export manifest, importer security filing, cargo release, in-bond, PGA requirements, entry summary, document imaging, foreign trade zones, warehouse, collections, quota, liquidation, protest, and drawback.

9.7 Staffing

All personnel assigned to Task Orders shall meet the minimum requirements identified in labor categories at Table 1 above and shall use the following, including but not limited to, Adobe Captivate, Adobe Connect, Camtasia, RoboHelp, Flash applications, WebEx and MS SharePoint.

Contractor personnel attending meetings, conferences, training, events, and in communications in this SOW, shall announce themselves as a contractor. All deliverables and work products created by contractors, including those stated in Appendix A, shall be clearly marked as “Contractor Work Product”. The PM and Contractor will meet each month to review status reports against the Integrated Master Schedule.

The Contractor shall provide all supervision to its personnel.

9.8 Resumes

Resumes are required for all personnel assigned to this contract and shall be provided to the PM for new employees in any position throughout the duration of any task order. Resumes shall show evidence that the employee meets the minimum requirements and experience level set forth in this SOW. The resume, upon review by the PM, must be approved by the PM prior to a new member being assigned to this Task Order.

10. Transition Planning

10.1 Incoming Transition Plan

The Contractor shall plan for and support the smooth and effective transition onto the performance of this effort, after which the Contractor shall be held to the performance objectives, and standards, outlined in the SOW 10 business days after the kick-off meeting. The incoming transition shall include the full range of plans and activities required to progress from award to assumption of full performance responsibility as quickly as possible.

The Draft Incoming Transition Plan is due with the proposal and a Final plan is due 10 business days after the kick-off meeting. At a minimum, the Incoming Transition Plan shall include the following key activities:

1. Transition Approach – Overall approach to transition

2. A detailed summary of all transition events and estimated milestone dates

3. Onboard plan

a. Key personnel

b. Non-key personnel

c. Completion of incumbent / employee candidate contact

d. Completion of incumbent / employee candidate capture, with letters of intent from key personnel

e. Milestone: Submission of Background Investigation (BI) packages for new employee candidates

f. Milestone: Submission of BI transfer requests for incumbent employees

4. Milestone: on-boarding for 100% key-personnel to onboard and 50% for non-key personnel

5. Applicable debriefing and personnel out-processing procedures

6. Government Furnished Equipment (GFE) / Information requests

7. Knowledge Transfer – Discuss how knowledge will be transferred from the incumbent

8. Transition Acceptance – plan to ensure all activities associated with the transition have been completed

9. Incoming transition On-Board bi-weekly report – report to the PM on progress toward completing the transition.

10. Transition Complete – Report to the PM when transition is complete

11. Contractor plan for conducting proactive and predictive analysis for the CBP Infrastructure

10.2 Outgoing Transition Plan

The Contractor shall plan for and support an orderly and efficient transition off the project beginning at the direction of the PM. The Outgoing Transition Plan is due no later than 90 days prior to the end of the award and the transition period will be 30 days prior to the end of the award. The Contractor shall develop and maintain an outgoing transition plan that includes time-phased list of key events, activities, and tasks. The outgoing transition plan shall be submitted as defined in the award and shall include the full range of plans and activities required to bring the contracted work effort to logical completion or transition. At a minimum, the outgoing transition out plan shall include the following key activities:

10.2.1 Out-processing activities for all contractor employees.

• Security de-briefs as needed

• Facility badges turn-in

• Government Furnished Information inventory and return

• Knowledge Transfer - sharing of information to the new Contractor.

• Applicable debriefing and personnel out-processing procedures.

• Submit Transition Out bi-weekly reports to the PM on progress toward completing the…