APC TPC PWS Draft.docx

Solicitation S=AQMMA-18-R-XXXX Department of State APC/TPC Re-Compete 08.10.2018

SECTION C – PERFORMANCE WORK STATEMENT

C.1 INTRODUCTION

The Department of State (DOS), Bureau of Consular Affairs (CA), Passport Services Directorate (CA/PPT), is seeking a Contractor with demonstrated experience and expertise in providing Book Personalization Facility (BPF) physical location maintenance, Information Technology (IT) equipment and maintenance, and personnel to conduct travel document personalization. Using innovative technologies, processes and procedures, the Contractor shall oversee the personalization of the following:

1. Passport Books - a Government document issued by a country to its nationals/citizens attesting to the nationality, citizenship, and identity of the person or persons to whom it is issued. Required for most international travel.

2. Passport Cards - a Government document issued by a country to its nationals/citizens attesting to the nationality, citizenship, and identity of the person or persons to whom it is issued. Required for some international travel. Passport Cards have limited international travel regulations.

3. Consular Report of Birth Abroad (CRBA) - a document issued to a U.S. citizen born in a foreign country as proof of U.S. citizenship.

4. Border Crossing Cards (BCCs) - a card issued by the U.S. to qualified citizens of and residents in Mexico for travel to the U.S.

5. Other – future travel document personalization operations, as needed.

Passport Books and Cards, CRBAs, and BCCs will collectively be referred to as “travel documents” unless specifically denoted in the document and may include additional travel documents in the future.

During the lifetime of this contract, it is expected that the BPFs will be responsible for approximately 90 percent of U.S. passport book and passport card demand, and 100 percent of CRBA and BCC demand. As such, operations must be planned for, maintained and operated in a scalable and flexible manner.

C.2 BACKGROUND

The mission of CA is to administer laws, formulate regulations and implement policies relating to a broad range of consular and immigration services, including travel documents. The mission of DOS’ Domestic Passport Centers and Passport Agencies – located in cities throughout the U.S. and at U.S. Embassies and Consulates located overseas – is to accept, examine, adjudicate, and process passport applications, issue passport books and passport cards to those determined to be citizens or nationals of the U.S. (or are otherwise qualified), and amend, extend and validate passports in accordance with Title 22 of the Code of Federal Regulations (CFR).

In support of these missions, CA/PPT serves U.S. citizens intending international travel through the issuance of passports and other travel documents. As proof of U.S. citizenship at home and around the world, it is crucial that CA/PPT protects the integrity of these U.S. passports and travel documents.

In 2007 and 2008, CA/PPT opened two remote BPFs to centralize and increase overall passport book personalization capabilities, including the infrastructure to add other travel document personalization capabilities, as needed. The two BPFs are the Arkansas Passport Center (APC) located in Hot Springs, Arkansas, and the Tucson Passport Center (TPC) located in Tucson, Arizona. The BPFs focus on travel document personalization operations for domestic Passport Agencies and U.S. Embassies and Consulates overseas. In addition, APC operates a public counter to assist passport applicants with urgent travel needs, and TPC supports the Western Passport Center (WPC) counter with travel document personalization operations. It is projected that during the base year, and again in each of the option years of the contract, the BPFs will personalize 18 to 24 million Passport Books, 2 to 3 million Passport Cards, 1.5 to 2 million BCCs, and 100,000 to 200,000 CRBAs.

BPFs may also be responsible for the personalization of other travel documents, as needed, as well as the integration of new technologies, processes and procedures in the future. The implementation of these documents and technologies will occur as the requirements are specified.

The BPFs are subject to expansion based on the needs of the U.S. Government. Depending on demand of travel documents and capabilities at the two BPFs, a third BPF may be required to meet demand.

C.3 OBJECTIVE

The objectives of this acquisition directly support the mission and goals of CA/PPT which include:

1. Production capability to meet travel document demand at the BPFs

2. Production capability to support any future travel documents, new technologies, processes and procedures, as directed by DOS

3. Increased speed and quality of travel document personalization production

4. Flexibility to increase production capability during the contract’s period of performance

5. Standardization of process and procedures across the BPFs

6. Provide responsive management, maintenance, and information technology at the BPFs

C.4 DOS/CA/PPT STANDARDS

The Contractor shall comply with DOS standards set forth in the publications and manuals listed in this section. The following DOS publications contain CA policy procedures:

1. Foreign Affairs Manual (FAM) Volume 8, Passports and Consular Reports of Birth Abroad

2. Foreign Affairs Manual (FAM) Volume 9, Visas, Chapter 400

3. Foreign Affairs Manual (FAM) Volume 12, Diplomatic Security

4. Passport Internal Controls Guidelines

The following DOS manuals apply to Systems Operations:

1. Foreign Affairs Handbook (FAH), Systems Managers Handbook (5 FAH 9)

2. Travel Document Issuance Software Documentation

3. Accountable Items Software Documentation

4. Consular Consolidated Database Documentation

These documents will be provided after contract award.

C.5 GOVERNMENT FURNISHED EQUIPMENT (GFE)

The following equipment will be made available to the Contractor:

1. Book Master One (BMOne) and Book Master Pro (BMPro) passport printers and maintenance

2. MX6000 card printers and maintenance

3. Autopen machines, supplies and maintenance

4. Other travel document hardware and maintenance

5. Blank passport books and cards, BCCs, and CRBAs

6. Other blank travel documents, required inserts, and related consumables

7. Software images for travel document issuance network hardware including, but not limited to:

a. Windows Operating System

b. Security templates

c. Travel document issuance software or other DOS travel document software

d. Other software, as needed

8. Software security patches

9. Travel document issuance software or other DOS travel document software upgrades

10. Two dedicated network circuits and routers per BPF for redundant OpenNetPlus network connections

DOS reserves the right to provide additional GFE, as necessary.

C.6 GOVERNMENT FURNISHED INFORMATION (GFI)

The documentation and materials below will be made available to the Contractor in their current form and on current media “as is.” DOS has attempted to maintain updated materials with current program changes but does not guarantee documentation to be an exact depiction of the program or tasks as they will be performed or used by the Contractor.

1. Department Notice of 4/18/2019 – Safeguarding Personally Identifiable Information (Attachment J.11)

2. Non-commercially available training materials

3. Internal Control Guidelines

4. DOS travel guidelines

5. Data, personnel and physical security guidelines

6. Relevant laws, regulations, policies and procedures

DOS reserves the right to provide additional GFI, as necessary.

C.7 SCOPE OF WORK

The Contractor shall provide facility maintenance, IT equipment and maintenance, and personnel to conduct travel document personalization operations. The Contractor may also be responsible for the integration of future technologies, processes and procedures, as approved by CA/PPT.

Travel Document Personalization Services are divided into three tasks and duties, and include, but are not limited to:

1. Operations Management, Information Technology (IT) operations management, travel document personalization, APC customer counter support, and TPC WPC counter travel document personalization support

2. Receipt, protection, inventory control and accountability of all blank travel documents and controlled passport consumables

3. Receipt and protection of all data, production statistics, and personal information regarding all travel document production

4. The accurate printing of personal information and endorsement in blank travel documents

5. The accurate writing of personal information on the integrated circuit in blank travel documents

6. The quality control and review of personalized travel documents

7. Accountability of spoiled travel documents

8. The inclusion of any necessary mailing inserts to be provided with each travel document

9. The preparation of mailing labels and attachment of labels to mailing envelopes containing travel documents

10. Customer Service and Help Desk operations to liaise with Passport Agencies, and U.S. Embassies, and Consulates overseas, and to support the APC customer counter operations C.7.1 Task 1 – Facility Acquisition, Maintenance, and Security

The Contractor shall be responsible for negotiating and securing a lease with the current lessor for each of the current BPFs and ensuring that each BPF complies with all Diplomatic Security (DS) related facility security requirements and maintains a Defense Counterintelligence and Security Agency (DCSA) SECRET level facility clearance. Security of DOS information, all travel documents, and other secure materials is critical.

The determination to open a third BPF and the location of a third BPF shall be made by CA/PPT. The Contractor shall be responsible for negotiating and securing a lease for the third BPF. The Contractor shall work with DOS to develop a sound implementation plan and shall perform all preparatory work, renovation work, IT implementation, and obtain facility and personnel clearance to establish the third facility.

The Contractor shall be responsible for the development and implementation of a facility maintenance program to ensure continual travel document personalization operations at the BPFs. This includes, but is not limited to, housekeeping, recurring utility costs, external and internal building maintenance, landscape maintenance, utility and central systems maintenance, environmental systems maintenance, OSHA compliance, emergency and disaster planning, warehouse operations, disintegrator maintenance, generator maintenance, and procurement, repair and upkeep of furnishings, flooring, and any additional production support systems required in the future.

C.7.2 Task 2 – IT Implementation and System Administration

The Contractor shall be responsible for procurement, maintenance, installation, upgrade, reconfiguration, and hardware refreshes related to information technologies and telecommunications used for travel document personalization operations at the BPFs. This includes, but is not limited to, personal computers (PC), PC accessories, network equipment, servers, telephones, switches, CAT 6e cables (or higher), fiber optic cables, desktops and network printers. All equipment shall be on the DOS IT Configuration Control Board (IT-CCB) approved hardware and software baseline list. The Contractor shall also be responsible for complying with 12 FAM 600 and all appropriate DCSA and Diplomatic Security (DS) security requirements.

C.7.3 Task 3 – Travel Document Personalization Operations and Counter Support

The Contractor shall manage all aspects of the BPFs including, but not limited to, travel document personalization operations, facility maintenance, and IT system administration. The Contractor shall also provide the personnel and operational support needed to conduct and manage:

1. All travel document personalization processes at the BPFs from electronic receipt of the adjudicated application to personalization, quality control, and mailing of the completed travel document(s) to applicants

2. Internal controls of controlled supplies, equipment, and other materials

3. Inventory control and accountability for blank and issued travel documents and controlled consumables

4. Customer support to include APC customer counter operations

5. Control and protection of personal applicant data associated with travel document personalization operations

Note: Attachment J.13 contains eight (10) years of historical BPF production totals.

C.8 PROGRAM REQUIREMENTS

The Contractor shall be responsible for taking over the current lease from the current lessor for each BPF. The Contractor must provide copies of all relevant documentation demonstrating the legality and other aspects of the lease, including the required insurance, where applicable.

The Contractor shall be responsible for negotiating and securing a lease for a third BPF if DOS determines that a third BPF is necessary to meet travel document demand. The Contractor shall work with DOS to develop a sound implementation plan and shall perform all preparatory work, renovation work, IT implementation, and obtain facility and personnel clearance to establish the third facility.

C.8.1.2 Security Requirements

Each BPF shall be cleared by the DCSA at a SECRET level and must comply with all DS-related facility security requirements. Security of DOS information, all travel documents, and other secure materials is critical. The Contractor shall also ensure that all Key Personnel (except the Facility Manager) associated with the BPFs obtain a SECRET security clearance and that all other personnel (including the Facility Manager) receive a MODERATE RISK/PUBLIC TRUST (MRPT) determination. All Contractor personnel clearance paperwork shall be submitted within twenty calendar days after the contract award date. The Contractor shall maintain a list of potential personnel with MRPT determinations in its hiring pipeline to ensure efficient onboarding.

The Contractor shall comply with appropriate security policies, systems, standards, and practices to provide the requisite level of security at each BPF. The Contractor shall maintain an accurate and up-to-date list of all authorized and approved personnel allowed access to each BPF. The Contractor shall provide this list to DOS management at each BPF.

All personnel who enter the BPFs shall be issued a DOS ID badge. Employees have a permanent badge and approved visitors receive a temporary badge. Facility access is limited to: Contractor personnel performing work under this contract, designated DOS and DOS authorized personnel, maintenance personnel or suppliers performing upkeep or repair of the BPFs or equipment, and personnel as approved by DOS. The Contractor must obtain DOS approval prior to granting visitors access to areas where DOS work is performed. Terminated employees shall have their badges logical access removed from all information systems immediately upon termination. The Contractor shall document proof of such removal. This proof shall be made available to DOS upon request. The Contractor shall immediately provide DOS with an accurate personnel roster upon any changes to personnel.

The Government will provide all lock and guard services. The BPFs will have 24-hour guard coverage. Closed Circuit Television (CCTV), maintained and operated by DS, shall be used at select locations to assist Government provided guards in assessing potential threats. The Contractor shall be responsible for complying with all physical security requirements as described in Attachment J.9.

C.8.1.3 Facility Maintenance and Furnishings

The Contractor shall develop and implement a Facility Maintenance program to ensure uninterrupted travel document personalization operations at the BPFs.

C.8.1.4 Facility Maintenance Requirements

The Contractor shall manage the facility maintenance activities as part of the overall Operations Management activity as described in Section C.8.3.10. The Contractor shall provide a Facility Maintenance Management plan detailing how the Contractor shall perform maintenance at the BPFs.

The Contractor shall provide, as necessary, the following facility maintenance activities at the BPFs:

1. Housekeeping

2. Recurring costs related to utilities

3. Internal & external building maintenance

4. Interior systems maintenance

5. Roads and grounds maintenance

6. Utility, generator, and central system maintenance

7. Uninterrupted Power Supply

8. Compressed Air System

9. Environment systems maintenance

10. OSHA compliance

11. Emergency and disaster planning

12. Warehouse operations

13. Disintegrator maintenance

The Contractor shall ensure that all Contractor personnel associated with the facility maintenance obtain a Moderate Risk/Public Trust determination and that all outside vendors are escorted. The Contractor shall be responsible for the repair and replacement of any equipment damaged or lost due to Contractor negligence.

C.8.1.5 Furnishings

The Contractor shall be responsible for the acquisition, installation, and upkeep of internal furnishings at the BPFs related to, but not limited to, office, IT, travel document print, quality control, mail-out, repair, and other personalization direct and indirect activities.

C.8.1.6 Key Personnel Contractor Positions for Task 1

The Contractor shall provide the following KEY PERSONNEL at each BPF for this task:

· One (1) Facilities Manager (one per BPF)

See Section C.9.1for Labor Categories.

C.8.1.7 Deliverables for Task 1

The Contractor is expected to provide the below deliverables for each BPF as part of Task 1. See attachment J.1 Performance Requirements Summary.

Annually or when a new facility is acquired

Facility Maintenance Plan

C.8.2 Task 2 – Information Technology (IT) Implementation and System Administration

The Office of Consular Systems and Technology (CST) supports CA IT efforts through the design, development, deployment, and maintenance of CA IT systems, databases, and infrastructure. Working with CST, the Contractor shall procure, install, and maintain all information technology and telecommunication hardware equipment, hardware accessories, designated software, and other hardware/software as specified by DOS to sustain operations at the BPFs. The systems and internal networks shall be maintained to be adequately equipped to handle fluctuations in the volume of travel document personalization activities. The systems shall be configured such that they can be expanded to accommodate growth in current and future travel document personalization activities. The systems shall be able to exchange e-mail with DOS’ email system securely. The Contractor shall abide with all service level agreements (SLAs) with CA/CST to manage IT services during the Contract.

C.8.2.1 Information Technology (IT) Management

The Contractor shall develop and implement an IT Management program, ensuring compliance with DOS IT regulations, for the continuity of IT operations, and management of IT changes, refreshes, etc. The Contractor shall manage the IT management activities as part of the overall Program Management activity as described in Section C.8.3. In support of this, the Contractor shall provide an IT Management plan detailing how the Contractor shall implement and administer the IT environment at each BPF.

C.8.2.2 Procure, Install, and Maintain IT/Telecom Hardware

The Contractor shall comply with 12 FAM 600 security guidelines with regard to the use of Government hardware, software, networks and other IT equipment and obtain approval from CST for any changes to the IT network. See Attachment J.2 for a list of current IT hardware.

IT and travel document hardware includes, but is not limited to:

1. Personal computers with operating systems and associated peripherals

2. Servers

3. Racks

4. Network equipment

5. Label makers

6. Uninterruptible power supplies

7. Contactless chip writer/readers

8. Closed-circuit television (CCTV) for operational areas (separate from the DS-installed CCTV system)

The Contractor shall be responsible for procuring, installing, and maintaining:

1. All IT hardware, telecommunications hardware, and other travel document hardware necessary to perform all direct and indirect contract tasks at the BPFs

2. The network that is connected to the DOS OpenNet Plus network

3. Personal computers and peripherals that include, but are not limited to printers, scanners, mice and monitors

4. All travel document personalization accessories such as contactless chip reader/writers

5. Closed-Circuit Television (CCTV) in select locations to assist the Government in monitoring production and quality control/mail-out operations. CCTV activity shall be recorded and maintained for a period of 90 days.

Below is a general description of how DOS and the Contractor shall manage the purchase, installation, maintenance, and disposal of the IT hardware and software. Specific details shall be discussed with DOS and finalized by the Contractor in an IT Hardware and Software Management Plan after contract award. The Contractor shall purchase all IT and equipment per DOS and according to the DOS IT Change Control Board, CST, and CA/PPT specifications.

DOS and the Contractor shall manage the purchase, installation, maintenance, and disposal of the IT hardware and software as follows:

1. DOS will provide OpenNetPlus network connectivity to BPFs

2. The Contractor shall maintain all IT equipment and network configuration per DOS guidelines (DS, CA, CST guidelines).

3. DOS will provide security templates and software images with operating system, Passport software, and other related software

4. Contractor shall install and configure security templates and software images on IT hardware as directed by DOS

5. All hardware acquired shall become Contractor-acquired, Government property

6. Upon approval by DOS, the Contractor shall decommission and prepare for disposal any IT, telecom, and other hardware equipment that is no longer needed to support Contract tasks. The Contractor shall fully scrub and clean the hard disk drives prior to disposition in accordance with the DS guidelines (12 FAH-10 H-262.5-2 Media Sanitization - System Administrator Responsibilities: http://fam.a.state.sbu/fam/12fah10/12fah100260.html#H262_5).

7. The Contractor shall be responsible for the maintenance of all IT and other travel document hardware equipment except for Passport Book printers, Passport Card printers, electronic card counters, and CRBA autopen signature machines.

8. In the event that IT hardware equipment needs to be repaired at another site other than a BPF, the Contractor shall either 1) remove the hard disk drive and the hard disk drive shall remain at the BPF or 2) the Contractor shall fully scrub the hard disk drive per DS guidelines (see #6). When the IT hardware equipment is repaired, all necessary software must be reinstalled before being used to support contract tasks.

C.8.2.3 IT Software Specifications

The Contractor shall use and install Government provided images, security templates, and travel document issuance software on all IT equipment being used for all travel document personalization operations. The Contractor shall comply with 12 FAM 600 security guidelines (reference website: https://fam.state.gov/FAM/FAM.aspx?ID=12FAM– click on “FAM” under “Links”) with regard to the use of Government hardware, software, networks, and other IT equipment.

The Contractor shall not install any additional hardware or software on the OpenNetPlus network or travel document issuing systems without the approval of the Contracting Officer (CO), Contracting Officer’s Representative (COR), and other relevant organizations (i.e. DS and CST).

C.8.2.4 Wide Area Network Connection

Each BPF has dual dedicated network lines and routers connecting the network lines. The Contractor shall maintain the IT environment in a manner so that if one network line is lost travel document personalization operations are not impacted in any manner.

C.8.2.5 Facility Local Area Network

The Contractor shall maintain the OpenNetPlus network within each BPF. The network shall have sufficient uninterruptible power supply to back up the entire network in case of power outages.

Additionally, all computers associated with travel document personalization operations must have an uninterruptible power supply to allow the operator to safely exit all applications and power down the computer in the event of a loss of electrical power.

The Contractor shall use the OpenNetPlus network for all travel document personalization activities.

C.8.2.6 Information and Telecommunication Security

DOS requires that all DOS information systems be secure from unauthorized access and use. Access to the OpenNetPlus and the travel document issuance software is limited to only those personnel who are authorized by DOS. The Contractor shall maintain a listing of those employees with authorized access. When planning for and managing system security, the Contractor shall address factors including, but not limited to:

1. Information Systems – Ensure that all information handled by computer systems is protected against unauthorized access, misuse, fraud, misappropriation, espionage, sabotage, and inadvertent or deliberate compromise.

2. Software applications – Access to software applications is limited to only those personnel that are authorized to support a given project. Such restriction is accomplished through the use of customized menus, user log-on identification codes, operator-defined password protection, and or automatic timeout values. Expiration dating is used as a method of password security maintenance.

3. Internet and E-mail usage policy – DOS requires the Contractor to implement and enforce guidelines with regard to appropriate Internet access and usage. Policies addressing access to and disclosure of electronic mail messages sent or received by employees using the Contractor’s corporate E-mail system should also be implemented and enforced. Such guidelines will inform employees that their privacy does not extend to their use of Contractor-provided equipment or supplies when suspected infringement on confidentiality or matters of integrity arise.

4. System testing – System testing is performed on a regular basis to monitor adherence to, and compliance with, stated security measures.

5. Audits – The Contractor shall be subject to periodic system audits in the same manner and fashion as conducted by DOS including DS and CA/PPT headquarters. Such audits shall relate to both the OpenNetPlus network and the Contractor’s use of DOS-provided data under this contract. Examples of such audits include generation of active employee listings to verify user identification, access, maintenance practices, retrieval of user activity reports, archived security information, and any other electronic transactions, as well as a demonstration of the Contractor’s ability to monitor, collect, store, and control access to usage data.

The Contractor shall comply with all facets of the Privacy Act. Employees will be trained in privacy requirements immediately upon reporting for duty and will be required to sign a Privacy Agreement (Attachment J.12) certifying their responsibilities to protect the privacy of all applicable travel document applicants’ information and personal data processed. The Contractor shall take precautions to ensure against physical or electronic data theft and unauthorized access from the Contractor’s work site.

C.8.2.7 IT Maintenance, Upgrades, Installations, and Refreshes

The Contractor shall maintain all IT hardware, telecommunications hardware, and software, and perform all necessary upgrades, installations, reconfigurations, and hardware refreshes per DOS requests or schedule.

C.8.2.8 IT Support and System Administration

The Contractor shall provide full-time system support for the various travel document issuance systems, maintenance and administration of the LAN, WAN, as well as personal computer, telephone, and email networks at each BPF. This support will also monitor and review the maintenance and operation of hardware and software. The Contractor shall appoint an IT Systems Manager for both shifts who must conform to all Government internal and quality control regulations. The IT Systems Managers will report to the top Government position at the BPFs as well as coordinate activities with the CST office.

The Contractor shall manage and maintain the OpenNetPlus network and all other aspects of the IT environment via SLAs with DOS. It is expected that the SLAs will ensure the high availability of the IT environment supporting travel document personalization operations.

Systems administration consists of duties such as, but not limited to:

1. Routine database maintenance

2. Daily system back-ups

3. System purging of unnecessary data

4. BPF system hardware and software troubleshooting, problem solving, and user support

5. Maintaining system and data security and integrity

6. System training and technical support

7. Risk Management Plan coordination

8. Email management, training, as well as user and technical support for telecommunications network management and troubleshooting

9. LAN/WAN monitoring, administration, and troubleshooting

10. Upgrading or installing approved hardware and software

11. Applying approved security patches as directed by CST

12. Developing short and long-term plans and IT reviews

13. Developing, maintaining, and troubleshooting networks and network configurations

14. Developing and maintaining network diagrams, system configurations, and related documentation

15. Developing policies and procedures as they relate to travel document systems testing and evaluating software and hardware

16. Maintaining audit trails and records

17. Maintaining desktop systems and configurations

18. Performing system audits both independently and with the BPF Information System Security Officer (ISSO) C.8.2.9 Upgrades, Installations, and Reconfigurations

The Contractor shall perform DOS required installations, reconfigurations, and upgrades to existing system at the BPFs as directed by CST, which shall be implemented in a standardized way. These tasks include, but are not limited to, upgrades from one operating system to another, the installation of new peripherals to PCs or servers (e.g., chip readers/writers, backup servers), and the application of security patches.

DOS requires that the Contractor anticipate these upgrades and prepare to conduct any upgrades, installations, or reconfigurations. These upgrades, installations, or reconfigurations need to be performed outside of scheduled production time or in a manner that does not impact travel document personalization operations. DOS will give the Contractor notice in advance of when a task must begin. The notice will include specific information regarding each installation/change.

The Contractor shall apply all DOS-supplied security patches per the SLA.

DOS will provide updates including, but not limited to, the following:

1. New travel document issuance software versions

2. Operating system security patches

3. New system images for the Contractor to install on all IT equipment being used for travel document personalization services C.8.2.10 Technical Refreshes

Approximately every four years, the Contractor shall refresh all IT hardware at the BPFs per DOS guidelines and specifications, as necessary. The last IT Hardware Refresh occurred in 2021 at both BPFs. Systems Refreshes typically include personal desktop computers, document scanners, monitors, peripheral devices, network equipment, servers, telephones, switches, cables, desktop and network printers. Depending on need, the refresh may also include presentation equipment for training and conference rooms. Refreshes do not include book printers, card printers, or CRBA autopens.

DOS requires that the Contractor anticipate these hardware and software refreshes and prepare to conduct the full IT refresh in a manner that causes as little disruption to production as possible. These IT refreshes need to be performed outside of scheduled production time or in a manner that does not impact travel document personalization operations. The DOS estimates no more than one such refresh every four years and will give the Contractor at least a three-month notice in advance of when a refresh task must begin. The notice will include specific information regarding the refresh.

C.8.2.11 Ownership of Data

Information captured and stored in any DOS-owned or Contractor-owned information system required to support BPFs will be owned by DOS both during and at the conclusion of the contract term. Should this contract terminate for any reason, the Contractor shall arrange for the timely transfer of such data records to DOS.

C.8.2.12 Key Personnel Contractor Positions – Task 2

The Contractor shall provide the following key personnel:

1. Information Systems Managers (one per shift per BPF)

2. Systems Administrators (one per shift per BPF)

3. Systems Administrator (one per BPF to provide overlap between shifts)

See Section C.9 for Labor Category descriptions.

C.8.2.13 Deliverables – Task 2

The Contractor is expected to provide the below deliverables for Task 2. See attachment J.1 Performance Requirements Summary.

C.8.2.14 Schedule and Milestones – Task 2

The below schedule is planned by the DOS. See attachment J.1 Performance Requirements Summary.

C.8.3 Task 3 – Conduct Travel Document Personalization Operations (includes APC Customer Counter Support and TPC WPC Travel Document Personalization Operations Support)

The Contractor shall provide personnel capable of conducting all travel document personalization-related operations at the production levels required by DOS. The core areas of travel document personalization operations include:

1. Passport book, passport card, CRBA, and BCC print

2. Other travel documents, processes and procedures as required by DOS

3. Quality control for accuracy of printed travel documents to include, but not limited to, data page and endorsements, integrated chip data verification

4. Mail out of travel documents

5. Customer Service

6. APC Customer Counter support

Program management and support activities include, but are not limited to, the following:

1. Overall operations management

2. Management and supervision of core travel document personalization activities, Quality Control, Customer Support, and Mail-out activities

3. Process improvements as approved by DOS

4. Internal control and accountability of data and controlled products to include but not limited to travel documents and other related consumables

5. Accountability of rejected and spoiled product(s)

6. Validation and shredding of rejected travel documents

7. Training

The Contractor shall determine the organization of Contractor personnel to support the personalization activities and meet production requirements. The Contractor shall perform all necessary quality reviews to ensure the quality standards of the finished travel documents are maintained. The Contractor shall conform to Government requirements to safeguard against any fraudulent activities in the production of travel documents.

The Government will provide Passport book printers, card printers (for Passport Cards and BCCs), auto-pen signature devices (for CRBA), and sufficient maintenance resources to perform preventative maintenance and remedial maintenance for the book printers, card printers, and auto-pen signature devices. Government-supplied book and card printer maintenance staff will perform preventative maintenance on site. Government-supplied auto signature pen device maintenance may be provided on-site or at an off-site location. As other travel documents, processes and procedures are introduced at the BPFs, the Government will provide the travel document printer hardware and maintenance, blank travel documents, and travel document consumables.

Contractor personnel shall provide user-level troubleshooting for GFE specified in Section C.5 C.8.3.1 Production Estimates

Annual Passport Book personalization operations will likely range from 18 to 24 million. Annual Passport Card personalization operations will likely range from 2 to 3 million. Annual CRBA personalization operations will likely range from 100,000 to 200,000. Annual BCC operations will likely range from 1.5 to 2 million.

Attachment J.3 provides estimated monthly demand and production estimates. While production estimates have considered likely peaks in passport demand, the Contractor shall be prepared for possible work surges to occur over the course of a year. The Contractor shall also produce other travel documents and implement new processes and procedures as they are integrated into the travel document issuance process and system. Production estimates for other travel documents and process and procedures will be provided by DOS prior to the implementation of production.

The Contractor shall determine the staffing needs at each BPF and will make recommendations for consideration by the COR concerning the number of shifts, length of shifts, number of workdays, and average production rate per travel document to meet all production estimates and expected maximum variances in production from month-to-month and over the course of the year. The Contractor shall ensure optimum utilization of facilities and equipment. Three shifts may be used as long as routine IT back-up operations and other supporting activities can occur The Contractor shall provide a detailed staffing plan each option year that describes how it will staff each BPF.

In the event the COR is unavailable, the Contractor shall defer to the Alternate Contracting Officer Representative (ACOR) C.8.3.2 Work Hours

The BPFs shall conduct operations no fewer than five days per week. Changes to the five-day work week must be approved by the COR prior to beginning a new work schedule. Overtime must be approved in advance by the COR. The Contractor shall provide all categories of support services during these hours. Government personnel must always be present at the facility during all work hours.

Contractor employees shall observe all U.S. Government holidays unless otherwise directed by the COR. U.S. State and other holidays will not be recognized. U.S. Government holidays are as follows:

New Year's Day Birthday of Martin Luther King, Jr.

Washington's Birthday (Presidents Day) Memorial Day Juneteenth National Independence Day Independence Day (4th of July) Labor Day Columbus Day Veterans Day Thanksgiving Day Christmas Day C.8.3.3 Travel Document Processing Operations and Training

The Government will brief the Contractor on the travel document processing functions and operations as they are currently performed at the BPFs. This knowledge shall include the process flow and its controls, details (including volumes and timings) of the functions performed, and the nature of interfaces with DOS personnel. DOS will brief the Contractor about the travel document systems that support travel document printing.

The Contractor shall create all training materials and train new employees at the BPFs to ensure production efficiency, security, and sustained high level of quality needed for continuity of operations over the life of the contract. These manuals will remain the property of the DOS. DOS will provide information to assist in the development of the training manuals.

C.8.3.4 Travel Document Personalization Operations

The Contractor shall use the Travel Document Issuance System (TDIS) for passport books and cards, and specified DOS software (i.e. Consular Consolidated Database) for CRBA and BCC to view and access the queue of approved travel document applications that must be personalized.

The information contained in TDIS and other DOS software systems printed onto a travel document must only be printed using DOS-supplied printers. Travel documents may not be printed using any other printer hardware unless otherwise directed by CA/PPT. The Contractor is not obligated to precisely replicate the current personalization processes and may determine how to best perform personalization processes within the set of constraints listed in the following standard operating procedure attachments:

1. See Attachment J.4 for the current passport book

2. See Attachment J.5 for the current passport card

3. See Attachment J.6 for the current CRBA

4. See Attachment J.7 for the current BCC

The Contractor shall ensure that the personalization (printing) of all travel documents meets the satisfactory production standards listed in Section C.8.3.12.

The Contractor shall also monitor the aging of travel documents and ensure that the personalization (printing) of all travel documents meets the satisfactory production standards as listed in Section C.8.3.12.

The Contractor shall ensure that no other document, passport or otherwise, will be produced within the BPFs without the approval of CA/PPT. The Contractor shall not use spare or unused passport printers, card printers, or other Government-supplied printer technology to print any other document at the BPFs without the approval of CA/PPT.

C.8.3.5 Travel Document Quality Control and Mail-Out

Quality Control and Mail-out are the last stages in the travel document personalization flow. The Contractor shall assure that the correct steps have been taken to positively identify and verify the information that has been provided for the production of the travel documents and the final product is mailed as requested to the correct address. See attachment J.4 for the current book quality control and mail-out process. The Contractor is not obligated to precisely replicate the current Quality Control and Mail-out processes and may determine how to best perform Quality Control and Mail-out processes within the set of constraints listed in the following standard operating procedure attachments:

1. See Attachment J.4 for the current passport book

2. See Attachment J.5 for the current passport card

3. See Attachment J.6 for the current CRBA

4. See Attachment J.7 for the current BCC

The Contractor shall be expected to adjust to any changes or enhancements stipulated by DOS involving Quality Control and Mail-out procedures.

Travel documents that have been printed, but not mailed out, shall be locked up at the close of each business day in the Strong Room.

The Contractor may propose additional quality control solutions that increase quality control and extend the quality control activities and the discovery of data, photo, and other.

The Contractor shall ensure that the quality control and Mail-out of all travel documents meet the satisfactory production standards as listed in Section C.8.3.12.

International Mail-Out of U.S. Travel Documents:

The Contractor shall be responsible for packaging and shipment of travel documents and supporting documents to U.S. citizens residing outside the U.S. to include, but not limited to passport books, passport cards and CRBA. The Contractor is not obligated to precisely replicate the current international mail out procedures and may determine how to best perform international mail-out operations within the following set of constraints:

· Verify U.S. Post (Consulate/Embassy) against the Post tag and against the envelopes

· Count envelopes in batch box and compare count to what is shown on batch sheet

· Verify application numbers on envelopes to Batch Detail (system generated report)

· Use designated courier shipping platforms to complete shipment (i.e., MyDHL+, UPS CampusShip)

Mailing Supplies:

The Contractor shall be responsible for obtaining all mailing supplies and performing all fulfillment functions, such as addressing, insertion, and posting.

The Contractor shall be responsible for completing all daily mail manifests for each type of travel document. The Contractor shall not be responsible for the cost of travel document mail services.

The Contractor shall send all travel documents via United States Postal Service (USPS), United Parcel Service (UPS), DHL, or FedEx, as directed, and must have sufficient supplies of these envelopes available to meet need. Costs associated with these delivery methods will be paid through DOS accounts with USPS, UPS, DHL, or FedEx.

The Contractor shall ensure that all mailings are provided to mail couriers by the next business day.

C.8.3.6 Spoilage Issues

The Contractor shall make every effort to minimize travel document spoilage. If a travel document must be spoiled, then the print or quality assurance personnel shall use the travel document issuance software, or other DOS specified software, to indicate the reason for spoiling the travel document and work with supervisory personnel to account for and properly store spoiled travel documents. Travel documents spoiled due to Contractor-related errors must be segregated from travel documents spoiled for other reasons as defined by DOS (to include but not limited to equipment or operator errors). Spoilage should not exceed the allowable rate as defined in Section C.8.3.12.

C.8.3.7 Customer Service Activities

The Contractor shall support customer service activities as directed by the BPF Government personnel. These activities include, but are not limited to, staffing customer service desks for both domestic and overseas travel document support, and changing the status and/or address of a travel document as directed by a Passport Agency, Record Services, Post, or BPF Government personnel supporting the APC customer counter operations with cashiering, scanning, and mailing documents to APC counter applicants.

C.8.3.8 Tours of BPFs

DOS will conduct tours of the BPFs for VIPs and other Government visitors throughout the course of the contract. With the approval of the Director/COR or one of the Assistant Directors, the Contractor may conduct tours of the BPFs. All visitors shall always be escorted, unless otherwise approved by the Director/COR or one of the Assistant Directors.

C.8.3.9 Critical Supply Tracking Requirements

The Contractor shall be responsible for maintaining records of supplies, rotating the inventory, performing receiving and shipping of the materials with DOS, and assuring that proper security and environmental controls are met to preserve blank travel documents and other materials and supplies according to DOS requirements. The Contractor shall maintain a three-month supply of critical supplies and items needed for operations at the BPFs. The Government will provide a full list of supplies at time of award.

C.8.3.10 Overall BPF Operations Management Services

The Contractor shall provide program management services as part of the book personalization operations, including, but not limited to, the following tasks:

Operations Management

1. Risk Management

2. Quality Control Management

3. Sub-contractor Management

4. Staffing/Human Resources (HR) Management

5. Facility Maintenance

6. IT Management

7. Training Management

8. Inventory Control Management

9. Internal Control Management

10. Change Management

The Contractor shall provide an Operations Management plan that identifies the procedures for all aspects of running effective and successful travel document personalization operations at all BPFs including, but not limited to, facility maintenance, day-to-day travel document personalization operations, IT system administration, and staffing management. The Contractor shall develop a Disaster Recovery Plan that includes procedures describing how the Contractor manages a BPF power outage, Federal Government closures, or other emergencies affecting the area in which a BPF is located.

As part of the operations management activity, the Contractor shall also serve as the single point of contact for, but is not limited to, the following:

1. Assist in administrative functions as needed for the operational support of each BPF

2. Coordinate activities among DOS offices, business partners, Contractors, and other relevant organizations as directed by the COR C.8.3.10.1 Status and Production Reports

During the course of the contract, the Contractor shall submit reports for operations at each BPF to the COR on a regular basis. It is the Government’s intent to request and receive only those reports that provide insight to the Contractor’s level of performance in meeting contractual requirements.

Daily Status Reports for operations at each BPF shall be submitted to the COR and will include the following information:

1. Daily total of

a. Travel documents printed (separated by type)

b. Travel documents quality controlled (separated by type)

c. Overseas Photo-Digitized Passports printed

d. Overseas Photo-Digitized Passports quality controlled

2. Individual spoil summary for each type of travel document

3. Inventory of each type of travel document

4. Total number of Contractor personnel on staff

5. Delivery Order Statuses

6. Deliveries Since Inception

7. Products in Progress

8. Overtime Statuses

The Contractor shall provide additional Ad Hoc reports at the request of the COR that describe various aspects of travel document personalization operations at each BPF. The Contractor shall also provide a Monthly Inventory Report.