ATTACHMENT 1 SOW 70B06C20R00000096.docx

70CMSD18FR0000233 Attachment A: PWS

Customs and Border Protection May 15, 2020

Statement of Work CBP Online Applicant Competency Assessment Service

(COACA)

Statement of Work

Table of Contents

1.0 BACKGROUND

U.S. Customs and Border Protection (CBP) was created in 2003 with the mission of safeguarding America's borders thereby protecting the public from dangerous people and materials while enhancing the Nation's global economic competitiveness by enabling legitimate trade and travel. On a typical day, CBP welcomes nearly one million visitors, screens more than 67,000 cargo containers, arrests more than 1,100 individuals, and seizes nearly 6 tons of illicit drugs. Annually, CBP facilitates an average of more than $3 trillion in legitimate trade while enforcing U.S. trade laws.

CBP, Office of Human Resources Management, Planning, Program Analysis, and Evaluation Directorate, Personnel Research and Assessment Division, is responsible for the development and implementation of assessments for entry-level selection and promotion of its mission-critical occupations, including Border Patrol Agents (BPA) and Customs and Border Protection Officers (CBPO). Applicants to BPA and CBPO positions apply to a vacancy announcement through USA Jobs. Following self-certification of minimum qualifications, applicants complete the written entrance examination. Applicants passing the entrance examination, following verification of minimum qualifications, are referred to additional steps in the hiring process, including physical fitness, medical, drug, and suitability screening.

The entrance examination for each occupation is a custom-developed assessment battery created based on a comprehensive job analysis. Currently, the assessments are administered in two hurdles. The first hurdle is an online unproctored, non-cognitive assessment. Applicants who complete the unproctored assessment within the allotted timeframe move on to the second hurdle and are invited to complete the proctored test battery at vendor-managed test sites located throughout the United States. Trained test administrators ensure the proper identification of applicants prior to testing, assist applicants with accessing the appropriate tests on the computer, secure all test-related materials, ensure their return to storage, and ensure online submission of test answers through an online testing platform. Applicants who pass the entrance exam are notified in writing of their results by the CBP Hiring Center and are scheduled for further processing.

CBP currently uses the Office of Personnel Management’s (OPM) USA Hire system to administer entrance examinations to applicants. In FY 2018, approximately 42,000 CBPO applicants completed the unproctored assessment and 25,000 completed the proctored assessment. In FY 2018, approximately 25,000 BPA applicants completed the unproctored assessment and 16,000 completed the proctored assessment.

2.0 SCOPE

The Contractor shall manage the competency-based assessment of CBP applicants for uniformed positions, initially CBPOs and BPAs although testing may expand to cover additional positions in the future. The Contractor shall provide a computer-based test administration system that shall provide secure web-based administration of Government-provided tests which may be adaptive or non-adaptive, applicant self-scheduling of testing appointments, integration with CBP systems test scoring, and reporting. The Contractor shall manage communications with applicants to schedule and complete testing and shall provide applicant support to complete testing. The Contractor shall provide physically proctored test administration, remote/technologically proctored test administration, and unproctored test administration. The Contractor shall monitor for unauthorized test disclosure. The Contractor shall ensure system security through compliance with all relevant regulations including system monitoring.

CBP’s promotions assessment programs are outside the scope of this SOW.

· Federal Information Security Management Act of 2014 (FISMA) (Pubic Law 107-347 (Title III); December 17, 2002), in the E-Government Act of 2002) Privacy Act of 1974, PL 93-579, as amended

· OMB Circular A-123 – Management’s Responsibility for Enterprise Risk Management and Internal Control

· OMB Circular A-130 – Managing Information as a Strategic Resource

· Computer Fraud and Abuse Act of 1986, PL 99-474, as amended

· Paperwork Reduction Act of 1980, as amended

· Section 508 of the Rehabilitation Act, as amended

3.2 Policies, Directives, and Instructions

3.2.1 DHS Security and Training Requirements for Contractors, the latest (and applicable) versions of which are available at https://www.dhs.gov/dhs-security-and-training-requirements-contractors

· Personnel Security Policy

· DHS Instruction Handbook 121-01-007 Department of Homeland Security Personnel Suitability and Security Program

· Information Security Policy

· DHS Management Directive 11042.1 Safeguarding Sensitive But Unclassified (for Official Use Only) Information

· DHS Management Directive 11056.1 Sensitive Security Information (SSI)

· Information Technology Security Policy

· DHS Sensitive Systems Policy Directive 4300A

· DHS 4300A Sensitive Systems Handbook

· DHS 4300A Attachment G – Rules of Behavior

· Security Authorization Process Guide

· DHS Security Authorization Templates

· DHS Information Security Performance Plan

· Information System Security Officer (ISSO) Guide

· IT Security Awareness and Privacy Training

· Links Provided at Site

· Privacy Safeguards

· DHS Handbook for Safeguarding Sensitive Personally Identifiable Information

· DHS Privacy Incident Handling Guidance

3.2.2 CBP Handbooks

· CBP HB 1400-05D, Information Systems Security Policies and Procedures Handbook

· CBP HB 1400-02C, Physical Security Policies and Procedures Handbook

· CBP Information Security Handbook (HB 1400-04A), July 29, 2016

3.2.3 Standards and Guidelines

· National Institute of Standards and Technology (NIST)

· Federal Information Processing Standard (FIPS) 199, Standards for Security Categorization of Federal Information and Information Systems

· FIPS 200, Minimum Security Requirements for Federal Information and Information Systems

· Special Publication (SP) 800-18, Guide for Developing Security Plans for Federal Information Systems

· SP 800-30, Guide for Conducting Risk Assessments

· SP 800-34, Contingency Planning Guide for Federal Information Systems

· SP 800-37, Risk Management Framework for Information Systems and Organizations: A System Life Cycle Approach for Security and Privacy

· SP 800-53 Security and Privacy Controls for Federal Information Systems and Organizations

· SP 800-53A, Assessing Security and Privacy Controls in Federal Information Systems and Organizations: Building Effective Assessment Plans

· SP 800 60, Guide for Mapping Types of Information and Information Systems to Security Categories: Volume 1- Guide Volume, Volume 2 - Appendices

· SP 800-88 Guidelines for Media Sanitization

3.2.4 The above references can be found at:

· Office of Management and Budget (OMB): https://www.whitehouse.gov/omb/information-for-agencies/circulars/

· NIST – http://csrc.nist.gov/publications/sp

· DHS/CBP – https://www.dhs.gov/dhs-security-and-training-requirements-contractors

4.1.1 The Contractor shall support the Government to achieve full operational capability of the system including obtaining an Authorization to Operate (ATO) within six (6) months of contract award. The Contractor shall

· Support transition activities at the time of contract start and termination, to include knowledge and data transfer;

· Develop a contract start Ingress Transition Plan within thirty (30) calendar days of contract award;

· Host/participate in contract start ingress knowledge transfer sessions as required by CBP;

· Perform import of historical applicant data within two (2) weeks of ATO being granted;

· Develop a contract termination Egress Transition Plan ninety (90) business days before contract end date;

· Host/participate in contract termination egress knowledge transfer sessions as required by CBP;

· Perform contract termination egress migration of applicant data;.

· Provide all necessary system information for the security authorization effort as required by the Contracting Officer or Contracting Officer’s Representative (COR). A written ATO granted by the CBP Authorizing Official (AO) is required prior to processing operational data or connecting to any CBP network;

· Not input, store, process, output, and/or transmit sensitive information within a Contractor IT system without an ATO signed by the Headquarters or Component Chief Information Officer (CIO), or designee, in consultation with the Headquarters or Component Privacy Officer; and

· Adhere to current Government policies, procedures, and guidance for the Security Authorization (SA) process defined in the Safeguarding of Sensitive Information clause of the contract and highlighted below.

4.1.2 Security Authorization Process Documentation. SA documentation shall be developed using the Government provided Requirements Traceability Matrix and Government security documentation templates. SA documentation consists of the following: (i) Security Plan, (ii) Contingency Plan, (iii) Contingency Plan Test Results, (iv) Configuration Management Plan, (v) Security Assessment Plan, (vi) Security Assessment Report, (vii) Control Allocation Table, and (viii) ATO Letter. Additional documents that may be required include, but are not limited to, a Plan(s) of Action and Milestones, Memorandum of Understanding/Agreement and Interconnection Security Agreement(s). During the development of SA documentation, the Contractor shall submit a signed SA package, validated by an independent third party, to the COR for acceptance by the Headquarters or Component CIO, or designee, at least thirty (30) days prior to the date of operation of the IT system. The Government is the final authority on the compliance of the SA package and may limit the number of resubmissions of a modified SA package. Once the ATO has been accepted by the Headquarters or Component CIO, or designee, the Contracting Officer shall incorporate the ATO into the contract as a compliance document. The Government’s acceptance of the ATO does not alleviate the Contractor’s responsibility to ensure the IT system controls are implemented and operating effectively.

4.1.3 Independent Assessment. Contractors shall have an independent third party validate the security and privacy controls in place for the system(s). The independent third party shall review and analyze the SA package, and report on technical, operational, and management level deficiencies as outlined in NIST Special Publication 800-53 Security and Privacy Controls for Federal Information Systems and Organizations. The Contractor shall address all deficiencies before submitting the SA package to the Government for acceptance.

4.1.4 Support the completion of the Privacy Threshold Analysis (PTA) as needed. As part of the SA process, the Contractor may be required to support the Government in the completion of the PTA. The requirement to complete a PTA is triggered by the creation, use, modification, upgrade, or disposition of a Contractor IT system that will store, maintain and use Personally Identifiable Information (PII), and must be renewed at least every three (3) years. Upon review of the PTA, the DHS Privacy Office determines whether a Privacy Impact Assessment (PIA) and/or Privacy Act System of Records Notice (SORN), or modifications thereto, are required. The Contractor shall provide all support necessary to assist the Department in completing the PIA in a timely manner and shall ensure that project management plans and schedules include time for the completion of the PTA, PIA, and SORN (to the extent required) as milestones. Support in this context includes responding timely to requests for information from the Government about the use, access, storage, and maintenance of PII on the Contractor’s system, and providing timely review of relevant compliance documents for factual accuracy. Information on the DHS privacy compliance process, including PTAs, PIAs, and SORNs, is accessible at http://www.dhs.gov/privacy-compliance.

4.1.5 Continuous Monitoring and/or Ongoing Authorization. The SA process shall be supported by continuous monitoring and/or ongoing authorization. The Contractor is required to update its SA package as part of continuous monitoring and/or ongoing authorization and report on various security controls. The continuous monitoring and/or ongoing authorization process may include onsite visits that involve physical or logical inspection of the Contractor environment to ensure controls are in place. The Government may elect to perform IT security scanning of Contractor systems from Government tools and infrastructure.

4.1.6 Security Review. The Government may elect to conduct random periodic reviews to ensure that the security requirements contained in this contract are being implemented and enforced. The Contractor shall afford DHS, the Office of the Inspector General, and other Government organizations access to the Contractor’s facilities, installations, operations, documentation, databases and personnel used in the performance of this contract. The Contractor shall, through the Contracting Officer and COR, contact the Headquarters or Component CIO, or designee, to coordinate and participate in review and inspection activity by Government organizations external to DHS. Access shall be provided, to the extent necessary as determined by the Government, for the Government to carry out a program of inspection, investigation, and audit to safeguard against threats and hazards to the integrity, availability and confidentiality of Government data or the function of computer systems used in performance of this contract and to preserve evidence of computer crime.

4.1.7 Security Posture. All Contractor-operated systems that input, store, process, output, and/or transmit sensitive information shall meet or exceed the performance requirements identified in the Fiscal Year 2020 DHS Information Security Performance Plan, or successor publication. The plan is updated on an annual basis.

4.1.8 Revocation of ATO. In the event of a sensitive information incident, the Government may suspend or revoke an existing ATO (either in part or in whole). If an ATO is suspended or revoked in accordance with this provision, the Contracting Officer may direct the Contractor to take additional security measures to secure sensitive information. These measures may include restricting access to sensitive information on the Contractor IT system under this contract. Restricting access may include disconnecting the system processing, storing, or transmitting the sensitive information from the Internet or other networks or applying additional security controls.

4.1.9 Federal Reporting Requirements. Contractors operating information systems on behalf of the Government or operating systems containing sensitive information shall comply with Federal reporting requirements. Annual and quarterly data collection will be coordinated by the Government. Contractors shall provide the COR with requested information within three (3) business days of receipt of the request. Reporting requirements are determined by the Government and are defined in the Fiscal Year 2020 DHS Information Security Performance Plan, or successor publication. The Contractor shall provide the Government with all information to fully satisfy Federal reporting requirements for Contractor systems.

4.2 Task 2, Assessment Automation

4.2.1 The Contractor shall automate assessments provided by the Government for computer-based administration. See Tables 4, 5, and 6. The Contractor’s assessment system shall support the following testing models and provide the following functionality:

· Traditional linear testing

· Item response theory based testing

· Linear on the fly testing (LOFT)

· Unidimensional and multidimensional computer-adaptive testing (CAT)

· LOFT and CAT shall be implemented in accordance with item selection algorithms or test plans defined by the Government. Item selection algorithms will be based on factors including, but not necessarily limited to, item psychometrics and exposure control parameters.

· Support multiple item formats including multiple-choice, multiple-response, matching, ranking, essay, and short answer. The system shall:

· Support text, audio, video, and graphic question prompts.

· Allow supplemental test materials, such as reference documents, simulated emails, and calendars, to be presented to the test-taker (for example, a test administration screen formatted with “tabs” that allow the tester to reference provided materials while responding to test questions).

· The supplemental materials must be presented without a time lag and without disrupting the ongoing test.

· Allow test-takers to digitally highlight or underline text on the screen.

· Provide the following functionality, when requested by the Government:

· Permit test-takers to navigate back to previous questions;

· Permit test-takers to skip test questions;

· Permit test-takers to mark questions for later review;

· Permit test-takers to quickly navigate to unanswered questions;

· Allow tests to be configured to display or not display the following:

· Current question number and total number of questions; Progress bar; Time remaining.

· Allow assessments to be presented one item per screen and multiple items per screen, as directed by the Government

· Allow multiple items of different response types to be presented on one screen

· Support automatic enforcement of per item (when presented one item per screen), per assessment, and total assessment session time limits.

· Time limits shall be established as directed by the Government

· The system shall allow time limits to be extended and removed to provide a reasonable accommodation on a per test taker basis as directed by the Government

· Have the capability to present assessments in a battery in a fixed order.

· When multiple assessments are presented in a battery, the system shall be configurable to require or not require that the test-taker take breaks between assessments.

· The frequency and duration of breaks will be established by the Government and may vary for different tests and occupations.

· Allow the Government to determine for any given test taker the specific conditions under which the test taker was tested, including but not limited to:

· Exact items presented to test taker and the order of presentation;

· Exact instructions and supplemental materials provided to the test taker;

· Time spent on each item, each assessment, and the overall battery;

· Date, time, and location of test;

· Item exposure.

· Require test-takers to acknowledge a confidentiality agreement and rules of behavior prior to being able to access any assessment content.

· The language of the agreement shall be determined following contract award and must be approved by the Government.

· Allow test-takers to complete an unproctored pre-test of Government provided assessment(s).

· Optimize the assessments to be completed across multiple platforms, such as personal computers (PCs), tablets, smartphones, etc.

· Present instructions and practice to test-takers to allow for learning system navigation before the test-taker completes the assessments.

· The practice shall include sample items for each of the item types contained in the assessment.

4.2.2 The Contractor shall automate other items, tests or assessments (e.g., test items or test versions/series) as requested by the Government.

· The Contractor shall add new test items (e.g., experimental) into previously automated tests under this task on a monthly or more regular basis, as requested by the Government.

· The Contractor shall automate and implement new test versions/series of previously automated tests under this task on a monthly or more regular basis (e.g., after a certain number of applicants have tested), as defined by the Government.

· The Contractor shall automate other tests to add into test batteries automated under this task, as requested by the Government.

4.2.3 The Contractor shall conduct usability/quality assurance testing to ensure automated assessments are error free, function as intended, and that data is captured, stored, and transferred without error.

· Any errors found, whether by the Government or the Contractor, in operational versions of assessments shall be corrected immediately, as directed by the COR.

4.3 Task 3, Assessment Content Readiness

4.3.1 The Contractor shall upload, ensure accuracy of content, and ensure content is viewable and displayed correctly at the request of the Government within the timelines specified below:

· Contractor-provided test content within 10 business days of Goverment request.

· Government-provided test content within 6 calendar weeks from date of delivery.

· Third-party-provided test content within 6 calendar weeks from date of delivery.

· Content shall be ready for use immediately after acceptance by the Government.

4.4 Task 4, Appointment Scheduling

4.4.1 The Contractor shall provide appointment scheduling and management services. The scheduling system shall:

· Be online and shall be accessible via personal computers and mobile devices (e.g., cell phones, tablets).

· Allow only one account per individual email address.

· Allow multiple test-takers to schedule assessments concurrently.

· Enable or disable the ability for test-takers to select assessments in accordance with business rules to be provided by the Government after contract award. Business rules will be based on multiple criteria including, but not limited to, date of application, position applied for, grade, job opportunity announcement, and last test date.

· Allow test-takers the capability to schedule during the Government-defined scheduling periods and cancel or reschedule test sessions (in accordance with the Government business rules that will be established or modified post contract award. Business rules will govern criteria such as number of cancellations allowed, late arrivals, lifetime failures, etc.). When approved by the COR or the COR’s designee, the system shall also allow test-takers to schedule and complete assessments outside of the pre-determined scheduling and testing periods.

· Be capable to run simultaneous scheduling and testing periods for the same occupation/test series.

· Be capable to simultaneously run multiple programs, including separate scheduling and test windows.

· Be capable to apply different business rules and scheduling rules depending on the opening type (e.g., regularly scheduled vs. hiring hubs), as directed by the Government.

· Be capable to automatically trigger Assessment Order Request (AOR).

· Be capable to manually trigger an AOR (e.g., after review of minimum qualifications).

· Be capable to support same-day application and testing for special opening types (e.g., hiring hubs).

· Be capable of configuration for special opening types such that on-site AOR can be generated or manually entered (e.g., on-demand one-off ad hoc AOR generation).

· Allow test-takers to search for and select their preferred test center/location, date, and time when scheduling an appointment.

· Allow test-takers to view test session appointment information, including date, time, and address.

· Allow test-takers to select their preferred mode of communication, including text messaging, email, or both.

· Automatically send a message to the test-taker to confirm the scheduled test session utilizing the preferred mode of communication selected by the test-taker. Email and text message content shall be Government approved. The confirmation email/text shall include the test date and time, location, test site requirements (e.g. the IDs needed for identification, length of test, etc.), and instructions for canceling or rescheduling the test session. Email and text message shall be sent within one (1) hour of scheduling an assessment or changing an appointment.

· Automatically send a reminder message to the test-taker utilizing the preferred mode of communication selected by the test-taker. The reminder email/text shall be Government approved, shall include the test date and time, location, test site requirements (e.g. the IDs needed for identification, length of test, etc.), and instructions for canceling or rescheduling the test session. The reminder message shall be sent at least 24 hours prior to the start of the late cancelation period. If at the time the appointment is scheduled there are fewer than 24 hours prior to the late cancelation period, the reminder message shall be sent immediately.

· Automatically generate emails that invite applicants to set up an account and/or schedule to test. Email content shall be Government approved.

· Provide a summary report of issues with invitation emails to applicants, to include when applicant emails are not delivered, to the Government on a monthly basis.

· Allow the Government to make revisions to the notification messages to test takers as needed. Requested changes shall be completed within five (5) business days of the request.

· Provide advance notice two (2) weeks prior to any upcoming changes to the production environment that impact or change applicant navigation instructions. If navigation changes occur after the Contractor has received the Government approved templates for applicant communication, the Contractor shall update the communications as soon as is practicable at no additional charge.

· Have the capability for the system to notify test-takers both individually and en masse of changes to scheduled test sessions utilizing the preferred mode of communication selected by the test-taker.

· Allow test-takers with disabilities the option to request reasonable accommodation (in accordance with the Rehabilitation Act, and relevant portions of the Americans with Disabilities Act (ADA) prior to or at the time of scheduling a test. The system shall also allow test-takers to cancel a request for an accommodation. The system shall automate notification to the applicants advising them of the supporting documentation required for a reasonable accommodation, and where to send the document. The system shall automate notification to the Government and provide the Government with the ability to approve or disapprove an accommodation.

· Interface and transfer data bi-directionally with all the Government Hiring (Government furnished and third-party) Systems and applicant self-scheduling systems in accordance with system security requirements (e.g., FISMA, NIST).

4.5 Task 5, Applicant Support and Management

4.5.1 The Contractor shall provide support to test-takers and the Government in addition to managing applicants through the testing phase of the pre-employment process. The Contractor shall perform the following:

· The Contractor shall establish and provide technical support via a toll-free help desk call center (to be operational between the core hours of 7:00 AM and 10:00 PM Eastern Time Monday through Friday and 11:00 AM and 4:00 PM Eastern Time Saturday and Sunday, excluding federal holidays). At a minimum, 95% of phone calls shall be answered within the first 30 seconds. After thirty seconds, there shall be an option for the call to be forwarded to a voicemail that informs the caller that an agent will call them back within ten minutes and asks the caller to leave their contact information. The caller can choose to leave a voicemail or stay on the line for a customer service representative. The Contractor shall provide on-call assistance during core hours by returning voice mails within 10 minutes. Outside of core hours all voicemails and emails shall be responded to within the first 2 hours of the next business day.

· The Contractor shall interface with the Government Customer Service Center, which will automatically feed all COACA-related inquiries to the COACA Help Desk via phone or email. The Contractor shall escalate any non-Tier 1 and non-Tier 2 inquiries to the Government Customer Service Center.

· The Contractor shall provide Tier 1 and Tier 2 system-related technical support and “first-response” support to test-takers experiencing technical difficulties in completing the tests/assessments. Any associated telephone script and email correspondences must be approved by the Government prior to use.

4.5.2 The Contractor Tier 1 support process shall:

· Cover the initial contact (via phone, chat, or email) and the identification, validation, documentation, and tracking of requests for assistance. This process will involve the preliminary assessment of the service request and a determination as to whether the request is related to system error or user error.

· Assess the problem priority in accordance with defined priority levels and escalation requirements. The Tier 1 support will resolve basic, administrative issues such as password resets and “How to use” type questions pertaining to the system and related to basic navigation and functional validation (e.g., connectivity validation).

4.5.3 The Contractor Tier 2 support process shall:

· Cover higher level, system functionality issues and the troubleshooting of those issues; business process issues; and individual test/assessment issues, data visibility, and workstation configuration.

· Allow for outbound calls, emails, and text messages to test takers as directed by the Government.

· The Contractor shall not be responsible for issues that are due to the Government infrastructure or other issues outside of the Contractor’s control; however, troubleshooting of these issues to assist the Government with problem identification and resolution is required. For issues that are related to the Government infrastructure or outside of the Contractor’s control, the Contractor shall be responsible for providing the applicant with the appropriate Government point-of-contact information for reporting the issue and for providing the Government point-of-contact with the preliminary information gathered in order to assist with resolution. The COR will provide the Contractor the proper point-of-contact information sheet for resolution. The COR will update this point-of-contact information sheet when any changes are made and communicate the changes to the Contractor in writing.

· The maintenance and technical support shall include the Government requested changes, postings, updates, and the resolution of any unforeseen system problems. The support shall be in the form of remote system support (telephone support, email support) and secure web-based help. The support should include tracking and logging of all issues, problems and resolutions. The Contractor shall notify the Government sender within 2-4 business hours to acknowledge receipt of issue.

· The Contractor shall use the a customer service center case tracking system that has been approved by the Government.

· The Contractor shall manage applicants through the testing phase of the pre-hire process, including:

· Allow test-takers to re-use test battery scores from a previous application to the same occupation following the recompetition rules provided by the Government.

· Implement processes to minimize applicant non-scheduling and no-shows.

· Schedule a weekly meeting with the Government to provide status updates on any applicant issues.

· The Contractor shall maintain the agenda for these weekly meetings.

· The Contractor shall provide minutes from the meeting with the Government within one (1) business day of the meeting.

4.6 Task 6, Assessment Administration

4.6.1 The Contractor shall administer automated assessments in proctored and non-proctored environments. The Contractor shall provide the Contracting Officer Representative (COR) with a Proctor’s Manual documenting the administration protocols for physically proctored administration and remote/technologically proctored administration, including a supplement to the proctor’s manual that addresses the ADA accommodations. The administration protocols shall address emergency evacuations of the site during the testing session, power failures, and computer failures, address ADA related accommodations as outlined by the Government, and matters related to test-takers who are suspected of cheating. The administration protocols shall include procedures for reporting any incident or unusual occurrence during a test session. The administration protocol for proctored administration shall provide a way for the assessment administrator to securely access assessment related materials that are unique to each test-taker and securely dispose of any paper generated test material.

4.6.2 Physically Proctored Administration

· Administer computer-based, online assessments in physically proctored, Contractor-owned or managed facilities within 60 miles, calculated as actual driving distance, of each CBP port, station, and branch, and have the capability to administer such assessments near military bases (see Appendix A for locations).

· Provide temporary/mobile testing sites when Contractor-owned/managed physically proctored static test sites will not meet the Government’s needs (e.g., for testing at recruitment events).

· Ensure that all test sites, whether static or mobile, have seating/testing capacity and arrangements commensurate with the Government requirements.

· Provide the Government with the capability to administer Contractor-provided computer-based online assessments in Government-proctored environments.

· Upload data accumulated through offline assessment administration into the COACA system (e.g., from paper-and-pencil test sessions).

· Provide a secure testing environment that prohibits test taker from accessing the following while in the test environment, as applicable:

· Copy and paste functions;

· Other tests;

· Other applications, programs, and utilities;

· Print functions; and

· Other Internet sites.

· At each Contractor-owned/managed test administration facility and mobile testing site, provide a proctor to monitor the test and follow documented testing protocols.

· Test proctors at contracted locations shall wear name badges or shall otherwise identify themselves as Contractors in support of the Government in any in-person interaction or correspondence.

· The test proctor shall be:

· Trained by the Contractor in the administration of tests and testing system, test security standards, technology troubleshooting, and reporting requirements.

· Proficient in English.

· The test proctor shall: greet test-takers as they arrive; check-in and check-out test-takers; verify test-taker identity prior to the assessment in accordance with the Government standards; print test-related materials and provide them to test-takers as needed; monitor test-takers throughout test session to ensure test-taker compliance with testing policies; record any incidents (e.g., applicant issues, computer issues, power outages, fire drills, etc.) on a standard incident report form. The Contractor shall ensure the Government is notified of incidents timely (within one business day); accommodate approved reasonable accommodation requests (e.g., additional testing time); be qualified to provide test-takers with assistance throughout their testing appointment including, but not limited to, resolving problems with the test room environment, troubleshooting system problems, rescheduling test-takers when the test center is unable to accommodate a completed test appointment; and securely dispose of assessment related materials in compliance with guidance set forth by DHS Management Directive (MD) 11042.1, Safeguarding Sensitive But Unclassified (SBU) Information.

· At each testing site, the Contractor shall:

· Require a user authentication for proctored assessments, a Government issued picture identification is required (per requirements established by the Government’s business rules, to be provided post contract award).

· Provide the Government with a daily verified roster and record of attending/non-attending test-takers.

· Have a secure encryption procedure to transmit and receive roster information.

· Have the capability to transmit attendance information and provide incident reports.

· Ensure adherence to test administration protocol.

· Ensure at least one proctor remains in the test room at all times during a test appointment to answer questions and address technical issues.

· Ensure all test material issued to applicants is collected and destroyed in accordance with Government provided directions so that no test material leaves the test room.

· Provide a plan for how the Contractor shall ensure test administrators/proctors consistently follow test administration protocols. The plan shall address actions to be taken when proctors or test takers report what they perceive as deviations from the protocol.

· Provide new test versions/series of previously automated tests, as defined by the Government, when applicants are required to re-test within the six-month Government’s restriction period

· Create and implement protocols for the safety and security of test center staff.

· Develop and provide policy on bringing items into the test room to include what items are prohibited (NOTE: Proctor Manual and Proctor Training Plan shall be provided with proposal).

· Implement emergency protocols (e.g., fire, earthquake).

· Implement disaster recovery protocols and procedures (e.g., fire alarm, power failure not affecting computer terminals).

· Provide the COR a Test administration protocol quality assurance plan for how the Contractor shall ensure the test administration protocol is followed for Contractor-proctored assessments within two (2) months of receiving the Government’s test administration protocol. This plan should also address what will occur if a proctor is not present or is late to a testing session. In the event it is necessary to retest a test-taker due to failure to follow test administration procedures, the Contractor shall retest the test-taker at no cost to the Government.

· Accommodate any test-taker reschedules based on the Government’s review of incident reports.

· Provide weekend or evening sessions as required by the Government. Testing volume for particular positions may have a larger volume of weekend test administrations and test seat capacity should be commensurate with need.

· Ensure the Contractor-owned/managed test administration facilities, whether static or mobile, meet acceptable standards for a commercial marketplace computer-based testing environment including but not limited to:

· A secure testing environment that prevents unauthorized users from accessing the testing room while testing is in progress, and that prevents unauthorized users from accessing the computers at any time.

· The site is set up in such a way that the proctor can monitor all test takers either in person or by video throughout the testing session.

· A minimum of five feet exists between test takers, or in situations where 5-feet between test takers is not possible, privacy carrels are utilized and/or computers are positioned such that test takers may not view each other’s responses and/or work. NOTE: greater distances may be required by local jurisdiction in response to public health concerns such as COVID-19.

· A comfortable room temperature is maintained (approximately 65-75 degrees).

· Testing rooms and facilities are clean and amenities such as restrooms are available nearby.

· Lighting is illuminated to General Services Administration (GSA) standards (http://www.gsa.gov/portal/content/101308) and glare on computer screens is minimized or eliminated.

· Chairs are sturdy and comfortable.

· Parking is available for test-takers including handicapped accessible spaces.

· The test center is ADA compliant, including the availability of accessible restrooms.

· Sufficient bandwidth is available for all test-takers, internet speed, monitor size, image quality, hardware requirements, sound/headphone requirements, etc. so that a variety of types of assessments can be effectively administered (e.g., video-based simulations, avatar based simulations, multiple choice assessments, etc.).

· The test center is capable of accommodating applicants with special testing requirements (e.g., quiet room, extended time, large fonts, personnel to read instructions).

· Conduct regular inspections to ensure test centers meet qualifications as set forth in the Contractor’s Proctor Training Plan.

· The test administration facilities shall have pens, scratch paper, and highlighters available for test-taker use and shall have a functioning printer, printer supplies, and printer paper available.

· Convert an online assessment to a format that can be administered via paper-and-pencil test administration, or another test administration format that is accessible by all sites as needed.

· A functionally equivalent offline-solution that includes, but is not limited to, the following:

· Scannable offline forms;

· Distribution of blank offline forms;

· Services for the offline forms to include receiving completed forms, scanning, error checking and attempting to resolve errors (review forms and log issues), and reporting of logs;

· Create .PDF formatted files for offline test results to include all item responses (for scored and unscored items) and subtest scores;

· Upload all possible forms into Web-based COACA and compile with Web-based COACA data;

· Manage retention of all forms in accordance with the Government’s Records Management requirements (stored in a locked room and/or filing cabinet, retained for 5 years, prepared for and shipped to National Archives and Records Administration (NARA) facility, etc.);

· Interface with other Government vendors to send and receive data between the COACA system and third-party vendor system when the third-party is administering the test/assessment.

· Ensure that the assessments, both the online system and functionally equivalent offline-solution, shall be available for Government personnel to administer at a Government or other facility as the Government requires.

4.6.3 Remote/Technologically Proctored Administration

· Administer computer-based, online assessments in a remote/technologically proctored environment.

· The Contractor shall monitor test-takers for deviations from test policy and shall report any suspected deviations within one (1) business day.

· The system shall use technological controls to maximize standardization across the system used by test-takers.

· The system shall ensure test-taker systems are compatible before initiating a test.

· The system shall provide a secure testing environment that prohibits test taker from accessing the following while in the test environment, as applicable:

· Copy and paste functions;

· Other tests;

· Other applications, programs, and utilities;

· Print functions; and

· Other Internet sites.

· The Contractor shall provide test-takers with assistance throughout the test administration including, but not limited to, troubleshooting system issues.

· Weekend or evening sessions as required by the Government shall be available. Testing volume for particular positions may have a larger volume of weekend or evening remote/technologically proctored test administrations and proctoring capacity should be commensurate with need.

· The Contractor shall provide quality checks of remote/technologically proctoring sessions to ensure compliance with government test security and test administration policies.

4.6.4 Unproctored Administration

· The test administration system shall provide the ability to prohibit or allow the use of mobile devices for unproctored administration.

· Unproctored assessments shall be administered in accordance with industry standards and best practices, as approved by the Government.

· The system shall use technological controls to maximize standardization across the system used by test-takers.

· The system shall ensure test-taker systems are compatible before initiating a test.

4.7 Task 7, Exit Survey

4.7.1 The Contractor shall provide exit surveys to test-takers. The Contractor shall:

· Administer a Government-provided exit survey to test-takers at the end of each test session.

· Exit survey content may vary by occupation, by VIN, and by assessments included in the battery.

· Make changes to the exit survey content as directed by the Government.

· Changes shall be implemented within 15 business days of the request.

· The Contractor shall conduct user testing to ensure there are no errors in the survey and that response data is properly recorded, stored, and transferred.

· Provide an Exit Survey Data Report in accordance with a schedule agreed to by the Government.

4.8 Task 8, Item Banking

4.8.1 The Contractor shall provide item-banking capability within the assessment administration platform in which a pool of test items can be stored and managed. The Contractor’s item-banking solution shall:

· Be able to store a variety of digital audio, image, and video media file formats

· Be able to identify items by content area and content hierarchy

· Sort items based on content hierarchy and/or categorization method

· Allow users to add/upload new items to the bank for each of the automated tests

· Allow users to create multiple test series in multiple forms according to Government specifications for each test

· Items shall be reusable across test series

· Capable of providing alternative versions of test series (Form A/B) for candidates who need to re-take assessments within the Government’s restriction period

· Export all items and corresponding response options for each test series as an electronic document (e.g., Word document, PDF file)

· Allow users to author, review, and manage items

· Track item history and version control such that users can revise items as needed. All changes shall be tracked so that all versions of the same item are easily reviewable with the ability to identify the user who reviewed/revised the item.

· Ability to identify item duplicates

· Store all meta data and statistics on each item

· Track item usage (e.g., current test series assigned to, previous test series assigned to, or available to be assigned) to monitor for over-exposure

4.9 Task 9, Role-Based Access

4.9.1 The Contractor shall allow role-based system access to authorized Government users. The Contractor shall provide a system:

· With customizable, role-based user access, and incorporated password security and restrictions to all levels of administrator access in accordance with DHS and the Government Information Technology (IT) security standards.

· With the functionality to perform the following based on the individual’s role-based user access:

· Print tests and test answers keys;

· View and change user information, such as login ID and password;

· Access to test-taker feedback;

· Revise test items;

· Add/delete/edit questions in a test;

· Access all user and testing data;

· Run individual and aggregated reports (e.g., test-takers scheduled to test, passing rates, etc.);

· Review tests;

· Assign tests to test takers;

· Change applicant status (e.g., approve late reschedule requests);

· Add or delete/inactivate users;

· Add/modify test taker information to include demographics;

· Send notification messages via e-mail/text;

· Establish date(s) and time(s) for testing.

· Access to test preparation and creation.

4.10 Task 10, Scoring and Data Management

4.10.1 The Contractor shall score assessments in accordance with scoring procedures provided by the Government. The Contractor shall provide a system that meets the following specifications:

· Scores tests according to rules and algorithms provided by the Government.

· Shall support response options that include decimal points as well as positive or negative values.

· Ability to re-score tests/batteries retroactively at the Government’s direction (e.g., remove item from test, score multiple answers as correct).

· Ability to hold scores at the Government’s direction.

· Format test scores as required by the Government.

· Provide both raw scores and scores transformed according to algorithms specified by the Government.

· System shall allow for both scored and unscored test items.

· Provide test data at the test, item, testlet, and/or catlet level for all applicants as directed by the COR.

· Scoring system shall be capable of item level scoring conditional upon number of other items answered (if omit specified item, get a point, if they respond to at least one item on the biodata assessment).

· Collect item-level statistics for all applicants.

· Contractor shall perform key clearance as often as required by the COR.

· Capture response latencies for all applicants.

· The system shall provide the capability to present test-takers with…