Attachment 1 - PWS_ITRP Support Services RFI.docx

U.S. Customs and Border Protection Office of Information & Technology Field Support Directorate

Performance Work Statement

Information Technology Refresh Program (ITRP) Support Services

BACKGROUND:

The U.S. Customs and Border Protection (CBP), Office of Information and Technology (OIT) have a requirement for support services that will contribute to implementation of an Information Technology Refresh Program (ITRP) capability across the CBP Enterprise (see Appendix B). Field Support Directorate (FSD) is the centralized office for implementing an end-to-end ITRP solution for replacing technology, including desktop, laptop, and non-cellular tablet devices; peripherals; network devices; and mobile devices. FSD coordinates this capability with CBP’s components and trusted partners to ensure CBP customers have functional, effective, and secure day-to-day technologies needed to accomplish their missions.

The ITRP framework is grounded in a pre-determined refresh cycle that maximizes technology access, capability, and maintenance while minimizing cost, complexity, and cybersecurity risks. The technology refresh requirement will replace an estimated 90,000 desktop, laptop, non-cellular tablet devices on a variable refresh cycle based on Industry Best Practices, Accelerated for Operational Priorities (IBP-O) (see Appendix C). If exercised through optional Contracting Line-Item Numbers (CLINs), technology refresh will also replace 66,000 peripherals, 2,700 network devices, and 15,000 mobile devices. The full technology refresh lifecycle includes procurement, deployment, maintenance, and disposal of each device where CBP operates across 1,800 worldwide locations.

Dedicated ITRP implementation will enable a recurring and predictable out-year investment and implementation strategy resulting in more stable fiscal execution, economies of scale, and enhanced cybersecurity. Scheduled deployments will maximize usage and warranties and timely modernization will leverage potential advances in technology (e.g., artificial intelligence (AI), Quantum Computing, Graphics Processing Units (GPUs)).

2 SCOPE:

In support of CBP’s implementation of comprehensive lifecycle management and modernization of Enterprise technology assets, the contractor shall provide Program Management, Storefront Capability, Planning / Lifecycle Management, Hardware Procurement Assistance, Asset Management Assistance, Hardware Preparation for Deployment, Evaluation / Process Improvement, and Infrastructure and Endpoint Management support services. The contractor shall perform these support services for desktops, laptops, and non-cellular tablet devices with options also for peripherals, network devices, and mobile devices.

3 APPLICABLE DOCUMENTS:

1. Executive Order 14028: "Improving the Nation's Cybersecurity"

2. Executive Order 14240: "Eliminating Waste and Saving Taxpayer Dollars by Consolidating Procurement"

3. Executive Order 14271: "Ensuring Commercial, Cost-Effective Solutions in Federal Contracts"

4. Executive Order 14158: "Establishing and Implementing the President's 'Department of Government Efficiency”

5. Department of Homeland Security (DHS) Sensitive System Policy Directive 4300A: https://www.dhs.gov/publication/security-training-contract-policy

6. DHS 4300A Sensitive System Policy and Handbook: https://www.dhs.gov/dhs-security-and-training-requirements-contractors

7. Office of Information and Technology - CBP Use of DHS Information Security Performance Plan: DHS FY25 Information Security Performance Plan (ISPP) v9.2 2-Final-26Sep24-1 1.pdf

8. Federal Acquisition Regulation (FAR) Part 39: Acquisition of Information Technology and FAR Part 38: Federal Supply Schedule Contracting: http://www.acquisition.gov/FAR/

9. Section 508 of the Rehabilitation Act: http://www.section508.gov/

10. Federal Information Technology Acquisition Reform Act (FITARA): https://www.cio.gov/assets/files/FITARA%20Pub%20L%20113-291.pdf

11. Office of Management and Budget (OMB) M-15-14, “Management and Oversight of Federal Information Technology: https://www.whitehouse.gov/wp-content/uploads/legacy_drupal_files/omb/memoranda/2015/m-15-14.pdf

12. Office of Management and Budget (OMB) Circular A-130 “Managing Information as a Strategic Resource” (policy for information governance, acquisitions, records management, open data, workforce, security, and privacy): https://obamawhitehouse.archives.gov/sites/default/files/omb/assets/OMB/circulars/a130/a130revised.pdf

13. OMB Circular A-137, “Strategic Management of Acquisition Data and Information” (with respect to facilitating decision-making in procurement for IT-equipment): https://www.whitehouse.gov/wp-content/uploads/2024/05/OMB-Circular-A-137-Strategic-Management-of-Acquisition-Data-and-Information.pdf

14. OMB Circular A-11, “Preparation, Submission, and Execution of the Budget” (with respect to how to plan and manage IT investments): https://www.whitehouse.gov/wp-content/uploads/2018/06/a11.pdf

4 PERFORMANCE REQUIREMENTS:

The contractor shall provide support services for CBP’s implementation of a comprehensive Information Technology Refresh Program (ITRP) initiative for managing all technology assets from planning to disposal. The contractor shall perform these support services for desktop, laptop, and tablet devices with options also for peripherals, network devices, and mobile devices. Mobile devices are smartphone and tablet devices associated with a cellular plan.

The Contractor shall provide technology refresh implementation support in the following areas:

1. Program Management: Full range of Program Management support services for effective and reliable technology refresh implementation assistance.

2. Storefront Capability: Sole internal ordering mechanism for CBP to submit order details which will subsequently inform formal required procurement documentation with system data reporting capability.

3. Planning / Lifecycle Management: Select activities to inform tech refresh planning and lifecycle management including identifying aging / at risk technology and improved technology opportunities, moderating required device specifications, maintaining and monitoring procured device data, monitoring and tracking device deployment activity.

4. Hardware Procurement Assistance: Enable the government to efficiently and effectively place hardware procurements and support post-ordering data collection and consolidation.

5. Asset Management Assistance: Enable the government to track devices, maintain data records, and optimize utilization of devices throughout the equipment lifecycle.

6. Hardware Preparation for Deployment: Install required peripherals and software and package devices for shipment in adherence to deployment cycles and overall technology refresh cycle.

7. Evaluation / Process Improvement: Conduct evaluations to ensure technology refresh implementation is seamless to the end user, does not disrupt operations, runs efficiently and effectively, and presents relevant and current product offerings.

8. (Optional) Infrastructure and End Point Management: Coordinate management of new device model and software testing and integration, security, and infrastructure management.

Implementation of Tasks one (1) through seven (7) shall be accomplished in accordance with Appendix B (Technology Refresh As-Is and Desired End State) and Appendix C (Industry Best Practices, Accelerated for Operational Priorities (IBP-O) Refresh Cycle). ITRP implementation shall also adhere to federal guidelines; industry, DHS, and CBP best practices; and the performance standards outlined below. Performance requirements will support FSD for Enterprise-wide implementation.

Base – End User Devices: End user devices include desktops, laptops, and non-cellular tablets.

0. Includes standard, shared, special-use, and mission-sensitive desktops; standard and VIP laptops; and non-cellular tablets.

0. CBP estimates that approximately 24,700 end-user devices would be replaced annually

0. Applicable to Tasks one (1) through seven (7)

0. Task 1: Program Management

0. Program Management Support Services The Contractor shall provide a full range of Program Management support services to effectively and efficiently implement Tech Refresh support activities. The Contractor shall provide strong performance and process driven contractor leadership committed to continual process improvement.

Staffing and Resource Management:

· Deploying and maintaining a technically proficient and professionally capable staff;

· Keeping personnel turnover to a minimum and ensuring individuals are motivated to achieve excellent performance;

· Scheduling and supervising contractor personnel, ensuring appropriate coverage across all tasks;

· Continuously monitor and manage the Tech Refresh ordering projections, adjust staffing and assignments to mitigate the impact of ordering volume spikes and/or staffing shortages, and communicate that impact to the Government in a timely fashion that avoids unnecessary urgency and demonstrates Contractor’s responsiveness to dynamic conditions;

· Following CBP policies and procedures for timely onboarding and off boarding of contract staff, including ensuring all prospective contractor personnel complete background investigation (BI) forms within 30-calendar days of notification of eligibility.

Quality Assurance and Performance Management:

· Ensuring the contractor performs all functions and meets performance objectives identified in this Performance Work Statement (PWS);

· Ensuring problems are minimized and unavoidable problems are resolved with minimal disruption to the activities performed under the award;

· Ensuring work performed by contract personnel complies with existing CBP OIT Processes and Procedures and providing objective evidence of compliance as requested;

· Briefing Tech Refresh Government leadership on monthly performance as requested;

· Reviewing and responding to end user feedback, including from end user satisfaction surveys, and applying that feedback to continuous improvement initiatives;

· Maintaining an Integrated Master Schedule (IMS) demonstrating a holistic view of tasks / sub-tasks, activities, timeline, and dependencies

· Establishing and maintaining contract methodologies and operations that are flexible, facilitate change, and allow for continuity of user support over the life of the contract;

· Leading efforts and providing continuous guidance for continual and measurable improvements to existing service delivery and customer experience, including:

· Driving customer-focused improvements in resource planning, management, and training;

· Analyzing trends in hardware specifications and tech refresh planning in order to devise methods to maximize end user capabilities and satisfaction

Operational Protocol:

· Maintaining operational protocol documentation describing CBP’s Tech Refresh program implementation including updates and process improvement;

· Documenting change management decisions, including drivers and desired outcomes leading to protocol updates and refined approaches;

0. Incoming Transition The contractor shall plan for and implement a logical and seamless transition of operations to allow the start of performance without interruption or degradation of support service. This transition period shall not exceed 60 calendar days. Incoming Transition plan and implementation shall be coordinated for the base award and also for each option period or task exercised. The Incoming Transition functions include:

· Delivery of Incoming Transition Plan in accordance with Section 7: Deliverables of this Performance Work Statement;

· On-boarding of key personnel, including prompt submission of all appropriate CBP Background Investigation packages within 5-business days of contract award;

· Participate in Post-Award conference / kick-off meeting (within 10-business days of award of base period and each option exercised).

0. Outgoing Transition During the Outgoing Transition, the Contractor shall continue to provide and be measured on performance of all tasks without any interruption or loss of proficiency of services. The Contractor shall retain appropriate staffing to perform this work. In addition, the contractor shall plan for and support a logical and seamless transition of operations at the end of the period of performance, including knowledge transfer and the most up-to date documentation to incoming Contractor.

The transition-out support includes, but is not limited to, the following key activities:

· Development of a report addressing contractor personnel out-processing status (to include security de-briefs as needed, facility badges and access, IT equipment returns, and return of all GFI and files (electronic or otherwise)).

· Development and maintenance of a transition-out plan to include time-phased list of key events, activities, and tasks.

· Development and delivery of a summary of all work-in-progress activities and projects. This will include any technical documents developed, delivered, and maintained during the performance of work under this contract.

· Consultation and advice to the Government team on all work-in-progress, unfinished projects, and future plans/projections.

· Submission of status of transition-out tasks to Contracting Officer’s Representative (COR) at least every two (2) weeks until transition is complete.

The Contractor shall provide an Outgoing Transition Report which shall include an annotated summary of knowledge transfer and documentation relayed to incoming Contractor for transition. Annotations shall include knowledge and document categories, titles of knowledge and document items, associated points of contact (including positions, roles, and contact information) by category and / or item, and electronic document storage locations.

0. Task 2: Storefront Capability

The Contractor shall develop, provide, and maintain a storefront capability that will serve as the sole internal ordering mechanism for CBP “purchasers”. Purchasers are government personnel who may be designated officials within components across the CBP Enterprise and / or technology refresh personnel specifically in the Office of Information and Technology (OIT). The storefront must be accessible for designated personnel to view, allow designated support personnel to enter information (“load the cart”), and allow only authorized government personnel to submit requests. The storefront will serve as an intermediary where CBP purchasers can submit their order details which will subsequently inform formal required procurement documentation. The actual procurement of devices will be conducted by CBP procuring officials through a government-wide information technology (IT) equipment procurement vehicle as mandated in Office of Management and Budget (OMB) circulars (A-130, A137) and Executive Orders (14028, 14240, 14271, 14158).

The storefront must align to CBP’s approved equipment list (Technical Reference Model (TRM)), align to the mandatory government-wide IT equipment procurement vehicle, collate and provide information needed to place orders, display a user-friendly interface, and be intuitive for non-subject matter experts to use effectively. Users must be able to navigate the storefront with the ability to find and select the system / components needed for their desired use case and not experience limits on quantities or delivery locations. Users must also be able to generate, export, and save reports from system data, including pre-designed reports as well as ad hoc reports.

The storefront must be capable of ad hoc updates including changes to approved items available for purchase, system specifications, delivery locations, and cost. The Contractor shall execute these updates when requested by designated OIT tech refresh personnel but the storefront shall also be designed so that designated OIT tech refresh personnel can make these updates directly as well.

Development of the storefront capability must be accomplished in coordination with OIT technology refresh representatives and other relevant CBP Subject Matter Experts (SMEs) to inform meaningful design and capabilities criteria. The storefront must be designed in a manner that can be transferred to another contractor during outgoing transition. This includes functionality, interface, and any data generated through its use as well as actual source code. Use of a commercial platform is preferred.

Responsibilities include:

Establish and implement storefront capability based on user and operational needs and SME input Incorporate additional technology refresh categories if Optional CLINS exercised Maintain usability of storefront capability

0. Task 3: Planning / Lifecycle Management

The Contractor shall provide planning and lifecycle management support for identifying aging technology and / or technology at risk of becoming obsolete during its lifecycle as well as identifying technology that could promote increased productivity or effectiveness. This will include the identification of specific targets of possible aging technology and recommendation of specific technology to replace it. Recommendations shall include specific timelines, cost/benefit scenarios, and integration of emerging technologies.

CBP uses a suite of internal monitoring tools and reports that inform Enterprise-wide technology refresh plans including CBP’s Industry Best Practices, Accelerated for Operational Priorities (IBP-O) Refresh Cycle (Appendix C). Through this monitoring, Technology Refresh officials assess data points such as device age, use case, and deployed location comprehensively to establish a prioritized technology refresh list. Outputs of these monitoring tools and reports drive technology refresh plans / activities overall, per cycle, and ad hoc / as needed. The Contractor shall use these internal monitoring tools and reports outputs to inform their recommendations regarding aging and replacement technology and technology refresh plans.

In addition to assessing data points informing technology refresh plans, CBP requires continuous moderation of required device specifications (functional / technology needs) in order to maintain responsiveness to operational demands. CBP maintains a list of approved items available for purchase (the TRM) as well as a list of required system specifications for designated use cases. The Contractor shall coordinate with Original Equipment Manufacturer (OEM), program, and tech refresh representatives to verify technology needs.

Technology refresh planning, decision-making, and implementation is reliant on data relating to procured and deployed devices. To support CBP in effectively refreshing technology, the Contractor shall maintain and monitor data related to procured devices as well as monitor and track device deployment activity. These processes must be designed and maintained so that the data is meaningful and relevant for tech refresh operations and so that OIT tech refresh personnel can access and manipulate content as needed. These processes must be capable of transfer to another contractor during outgoing transition when applicable.

The Contractor may provide recommendations for process improvement / alternative mechanisms for effective monitoring and evaluation to inform planning and lifecycle management. Contractor use of any additional monitoring tools or resources must be pre-approved by CBP.

Responsibilities include:

0. Assess machine age, status, and function (use case) across CBP enterprise

0. Communicate with OEMs, program offices, and components to verify required specifications (functional / technology needs)

0. Recommend next buys (lifecycle planning) across CBP enterprise

0. Maintain and monitor data related to procured devices (e.g., serial number, order data)

0. Monitor and track deployment activity from ordering, to receipt, deployment, and excess, providing status reports and highlighting any delays or issues) (i.e., technology refresh implementation metrics)

0. Assessing the current state of other CBP technologies (e.g., network, peripherals) and associated directives, processes, and limiting factors to inform and facilitate the strategic transition of these technologies to centralized refresh models

0. Task 4: Hardware Procurement Assistance

Procurement of IT equipment is an inherently governmental activity. The Contractor shall assist CBP in this task by conducting activities that enable the government to efficiently and effectively place hardware procurements and support post-ordering data collection and consolidation.

CBP uses an internal storefront capability to consolidate IT hardware order information and subsequently makes IT hardware procurements through select government-wide IT equipment procurement vehicle(s). Only designated government officials will be permitted to submit orders within the storefront capability; however, designated support personnel will be able to enter orders (“load the cart”). The Contractor shall enter (but not submit) orders into the storefront for orders assigned for processing by the OIT technology refresh team. The Contractor shall enter order information in accordance validated technology refresh plans.

After the procurement has been processed, critical data can be collected regarding the incoming new devices. The Contractor shall coordinate with the designated equipment vendor for items in an individual order to collect representative data, including vendor serial numbers, tracking information from the shipper, mac address from each machine (if possible), and verification that each machine was entered into InTune. The Contractor also shall tie post-ordering data to the original order specified in the storefront capability.

Responsibilities include:

0. Enter order information into storefront

0. Collect / consolidate critical post-ordering data tracking (including, but not limited to: vendor serial numbers, tracking information from the shipper, mac address from each machine, verification entered into InTune, original order)

0. Task 5: Asset Management Assistance

The Government will oversee Asset Management to ensure full compliance with regulation and accountability and the Contractor shall assist CBP OIT in this task by conducting activities that enable the government to track devices, maintain data records, and optimize utilization of devices throughout their lifecycle.

CBP conducts asset management through the Systems, Applications, and Products (SAP) tool. An SAP record is maintained for each device for the entirety of its lifecycle, from the time it is unboxed until the time of its final disposition (sanitized and excessed). Accuracy of these records is vital for effective asset management, including adherence to defined naming conventions and populating the appropriate fields with correct information. Key asset management data points recorded in SAP include dates of device in-processing (shell record), date transfer of asset to field location, date and location of transfer of asset to new assignment, and date of final disposition. The Contractor shall ensure SAP is populated with consistent, accurate, and reliable data through direct data entry and periodic audits. CBP will also conduct periodic audits to validate data fields.

In addition to data management support, the Contractor shall assist with physical management of devices including receipt from vendor, processing new devices, and excessing replaced devices. Sanitization and excess of old devices shall occur in accordance with CBP device excess procedures. When a device is designated for excess, the Contractor shall sanitize and shred the hard drive and take remaining system components to designated recycling collection points.

Responsibilities include:

0. Confirm receipt of device from vendor (via goods receipt)

0. Unbox equipment, apply CBP barcode to device, and create asset shell record in SAP

0. Process transfer of assets in SAP to and from field locations (at the appropriate times)

0. Receive and process old devices (e.g., sanitize, excess) and update SAP record with disposition

0. Task 6: Hardware Preparation for Deployment

CBP will use dedicated government facilities for receiving and processing new devices. The contractor shall prepare new devices for shipping at the designated CBP locations. While enterprise-wide technology refresh planning activities generate initial distribution plans, the contractor shall review and modify these notional plans to account for changes in CBP’s active computer inventory that may occur between procurement and delivery, ensuring these adjustments do not delay deployment schedules or the overall technology refresh cycle.

From these designated locations, the contractor shall ship devices to end users and/or Field Technology Officers (FTOs) utilizing CBP’s established shipping agreement. The contractor shall notify the end user of the incoming device through the approved communication process and, as appropriate, inform the FTO via CBP’s task management system, currently ServiceNow. The contractor shall coordinate other system readiness requirements and preparatory tasks as necessary, in accordance with the new device’s identified use case.

To prevent damage during transit, the contractor shall prepare devices for shipment by repackaging them in their original boxing or implementing additional protective measures, also considering bulk shipping for multiple devices destined for a single location.

Finally, the contractor shall include user-friendly receipt and start-up instructions with the device packaging for end users. These instructions must be easily interpretable by a non-subject matter expert, clearly offer an option to request support from an FTO, and be placed prominently within the package so they are not easily overlooked by a recipient.

Responsibilities include:

0. Coordinate, package, and ship devices to users / FTOs, including coordination with Asset Management to complete transfer of assets in SAP to field location (at appropriate time)

0. Communicate with recipient(s) of new device about projected arrival.

0. Coordinate system readiness requirements and preparatory tasks in accordance with the new device’s identified use case

0. Maintain and distribute user-friendly instructions for the recipient to follow upon receipt of the new device.

0. Task 7: Evaluation / Process Improvement

The Contractor shall conduct on-going evaluations to ensure technology refresh implementation is seamless to the end user, does not disrupt operations, runs efficiently and effectively, and presents relevant and current product offerings. This may include surveying end users, assessing Commercial Off the Shelf (COTS) IT product capabilities and availability to the Government, reviewing technology refresh implementation accomplishments and pain points, and coordinating with end users about their evolving mission needs. The Contractor shall report findings from these evaluations to the Government and include recommendations for action that continue successes and improve challenges.

The Contractor shall recommend updated product offerings as such technology becomes available under select government-wide IT equipment procurement vehicle(s), including traced applicability to respective CBP use cases and highlighting projected improvements such as increased effectiveness, added functionality, and/or improved productivity.

The Contractor shall track continuous and ongoing documented complaints with faulty performance of a model machine or components of a machine, reported issues from other CBP sources such as technology service desk (TSD) tickets, and/or independent technical information identifying faulty components in a given model and recommend a suitable replacement model that is equal to or better than the faulty model.

Prior to initiation of each technology refresh cycle, the Contractor shall survey end user representative(s) to communicate what actions are planned for the next cycle, to coordinate schedules, and to confirm capabilities needed / survey any needed additional capabilities (such as adding web cams, new software, different device specifications, etc.).

At the conclusion of each technology refresh cycle, the Contractor shall survey end user and technology refresh personnel to record their experience and thereby assess the effectiveness of technology refresh implementation.

Responsibilities include:

0. Survey experiences; Track device issues / tickets; Identify / recommend corrective actions

0. Survey potential additional capabilities needed for next technology refresh cycle (e.g., web cam, new software, etc.)

0. Communicate plans for upcoming technology refresh cycle (near-term expectations); Coordinate deployment schedules, including adjustments based on operational demands, if needed

0. Coordinate changes to authorized equipment list (Technical Reference Model, TRM) with the Office of the Chief Technology Officer

0. Monitor quality control of refreshed workstations to ensure compliance with information management policies and required configurations, when possible (e.g. naming convention, security group and organizational unit membership, etc.)

Optional Support – Infrastructure and End Point Management and Additional Technology Asset Categories (Peripherals, Network Devices, and Mobile Devices)

Optional Task 8 has been established for End User Device IT Management Services. Optional CLINs have been established to provide ITRP support services for the supplementary technology asset categories of Peripherals (Optional CLIN 1: Peripherals – Tasks 1-7), Network Devices (Optional CLIN 2: Network Devices – Tasks 1-7), and Mobile Devices (Optional CLIN 3: Mobile Devices – Tasks 1-8). Tasks one (1) through seven (7) are applicable to each optional CLIN / technology asset category. Optional Task 8 is also applicable to Optional CLIN 3. Expounded information for Optional Task 8 and each Optional CLIN is described later in this section.

If Optional Task 8 or the CLIN for Peripherals (Optional CLIN 1: Peripherals – Tasks 1-7), Network Devices (Optional CLIN 2:Network Devices – Tasks 1-7), or Mobile Devices (Optional CLIN 3: Mobile Devices – Tasks 1-8) is exercised, the scope of those services will be awarded and funded under each respective Optional Task or CLIN. The contractor shall provide an updated detailed Staffing Plan and price proposal when each Optional Task or CLIN is needed and it must have prior approval from the COR before ANY services are performed. Additional information, such as specifications of the additional within scope requirement, will be provided to assist in the determination of the Full Time Employees (FTEs) and the Staffing Plan.

The Optional Task and / or CLIN(s) will be incorporated in the award when exercised. When so ordered by the Government, the contractor shall provide the necessary management and labor, to perform tasks in accordance with the fully burdened labor rates in the pricing schedule, as well as the minimum labor qualifications. The labor rates shall be fully burdened to include all direct and indirect costs and profit.

The Contractor will provide a spreadsheet using the rates identified in the contract. The contractor will provide estimated hours for each labor category. For direct costs, pricing shall be supported by a commercial price list or quote. The Government, in partnership with the contractor, shall review and approve the final fixed amount for each Optional service prior to the contractor commencing work. Once a final fixed amount has been determined, the Optional service will be awarded against the respective Optional Task and / or CLIN.

Under no circumstances shall any Optional Task or CLIN services be performed without written approval from the COR or the Contracting Officer (CO) and confirmation funding has been provided under that Optional Task or CLIN. In instances where an Optional service is urgent in nature, the Government may provide a written authorization to proceed via email or fax, while the final price is being submitted and definitized. This authorization will include a limit for expenditures that may not be exceeded without the Government’s expressed approval via email or fax.

0. Optional Task 8: Infrastructure and End Point Management

Optional Task 8 applies to desktops, laptops, tablets and mobile devices. All work to be performed under Optional Task 8 applies to Microsoft and Mac Operating Systems (OS) and Apple Technologies (Apple MacOS devices, TVOS devices, and associated technologies).

The Contractor shall provide Infrastructure and End Point Management required for enterprise-wide technology refresh, encompassing the full lifecycle of device and software management, security, and infrastructure support. The Contractor shall plan, execute, and document all activities related to the evaluation, testing, customization, deployment, and integration of new device models, software, patches, and the continuous maintenance of the underlying infrastructure.

The Contractor shall execute comprehensive image management, software packaging, and patch management services. Image management encompasses the full lifecycle of developing, integrating, testing, and deploying standardized operating system images and overlays, including the Authorized Desktop Build (ADB) for Windows, the Standard Apple Workstation (SAW) for macOS, and a locked-down Zero Trust Windows and macOS image. This also includes driver management, documentation, and annual updates. For software, the Contractor shall manage packaging, updates, and maintenance across various platforms such as Windows OS “Software Center,” macOS “Self Service,” Microsoft Store, Microsoft Endpoint Manager, and Intune, handling all packaging requests and customizations. Furthermore, the Contractor shall ensure robust patch management, including 100% compliance with vendor-provided OS and application patches, managing the entire patch lifecycle (version control, configuration item identification, tracking, and license management), and implementing effective backup and rollback capabilities.

The Contractor shall rigorously test and integrate all workstation changes, including new devices, software, and remote support technologies. The Contractor shall integrate operating system updates, software applications, hardware driver updates, and firmware/BIOS updates ensuring full compatibility with approved images and compliance with established CBP policies and standards. The Contractor shall also support and maintain remote support technologies, as selected by CBP, to effectively assist IT personnel in resolving end-user technical issues.

The Contractor shall manage and maintain all resources necessary for device and software deployment. This includes implementing a low-friction, zero-touch Out of Box Experience (OOBE) and Device Enrollment process, supported by comprehensive documentation for configuration, support personnel, and end-users. Furthermore, the Contractor shall ensure the successful and non-disruptive deployment of all workstation software changes, guaranteeing effective distribution to targeted devices, maintaining a CBP Software Distribution environment for future releases, and providing robust backup and rollback capabilities.

With Government oversight, the Contractor shall provide comprehensive IT infrastructure support, ensuring the seamless operation and security of CBP's end-user device environment. This includes administering critical management systems such as Active Directory, Azure Active Directory, Microsoft Endpoint Configuration Manager (MECM), and Intune. The Contractor shall maintain the General Support System (GSS), CBP’s primary IT infrastructure, and manage specialized infrastructure systems, including the Configuration Control Management (CCM) system, Casper Administration Management (CAM) system, and the Microsoft Cloud Management Gateway (CMG). Robust configuration management shall ensure consistency between pre-production, testing, and production environments, with effective change backup and rollback capabilities. Furthermore, the Contractor shall deliver essential cybersecurity services, encompassing cyber threat assessment and remediation across the GSS, ADB, SAW, CCM, CAM FISMA systems, and all remote support systems.

The current environment and operating conditions are detailed in Appendix D.

Responsibilities include:

0. Document and maintain a library of protocols for activities related to Imaging / Patching, Device / Software / Capability Testing and Deployment, and Infrastructure Support practices within CBP

0. Build images, manage software packaging, and coordinate patch management

0. Test and integrate new devices, software, and remote support technologies

0. Implement an OOBE and Device Enrollment process and deploy workstation software changes in accordance with CBP objectives and goals

0. Administer and maintain management systems, GSS, infrastructure systems, configuration management, and cybersecurity

· Optional CLIN 1: Peripherals – Tasks 1-7: Computer peripherals include fingerprint scanners, signature pads, document readers, passport scanners, iris cams, desktop printer, network printer (multi-functional device, MFD), desktop scanner, external Personal Identity Verification (PIV) card readers, and other similar devices.

· Does not include desktop accessories (mice, monitors, card readers, webcams)

· Includes traveler processing accessories (fingerprint scanners, signature pads, etc) every 2 years. Also includes “kitting” – collating multiple accessories into a single package for shipping to end user

· Includes printers and scanners every 5-7 years

· CBP estimates that approximately 66,000 peripherals would be replaced annually

· Applicable to Tasks one (1) through seven (7)

· Optional CLIN 2: Network Devices – Tasks 1-7: Computer network devices include routers, network switches, wireless access points (WAP), and other similar devices.

· Includes items such as routers, switches, and WAPs every 6-7 years

· CBP estimates that approximately 2,700 network devices would be replaced annually

· Applicable to Tasks one (1) through seven (7)

· Optional CLIN 3: Mobile Devices with Cellular Service Plans – Tasks 1-8: Mobile devices include smartphones and other similar devices that use cellular service plans.

· Includes smartphones, iPads, and Samsung tablets that use cellular service plans

· CBP estimates that approximately 15,000 mobile devices would be replaced annually

· Applicable to Tasks one (1) through eight (8)

5 PERFORMANCE STANDARDS:

1. requested from the equipment vendor within three (3)-business days after order placement is confirmed;

2. accurately and completely recorded in designated FSD reporting tools within two (2)-business days of receipt from equipment vendor Monthly using FSD Reporting tools

6 DELIVERABLES AND DELIVERY SCHEDULE:

The Contractor shall submit all deliverables on time and in electronic format to the Contracting Officer (CO), Contracting Officer’s Representative (COR), and Program Manager (PM). All electronic files shall bear file names that clearly reflect the title of the deliverable. All information contained in the deliverable shall become the property of the Government. If deliverables include patent, intellectual property, financial, personal, or other information that the Contractor believes is proprietary or otherwise restricted, the Contractor shall inform the Government before delivery. All deliverables are subject to the COR’s review and recommendations. Unless otherwise stated, all deliverables shall be produced using Microsoft Office Professional products.

Final: within 30-calendar days after government’s feedback to draft Revisions: annually, or as needed (if major updates)

Final: 3-months prior to the end of performance period (base and executed options can be consolidated)

Ongoing: quarterly, last business day of each quarter of the award