Attachment 2_PWS_02.26.2025 Rev 1.docx

ICE LeadTrac System Operations and Maintenance (O&M) Support Services Performance Work Statement February 26, 2025

Table of Contents

LeadTrac O&M System Support Services PWS

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1. Project Title The purpose of this procurement is to provide Operations and Maintenance (O&M) Support Services for the Department of Homeland Security (DHS) / Immigration & Customs Enforcement (ICE) / Homeland Security Investigations (HSI) / Counterterrorism and Criminal Exploitation Unit (CTCEU). CTCEU requires Information Technology (IT) support to maintain the LeadTrac application and business processes in support of the HSI/CTCEU mission.

2. Background CTCEU is part of ICE HSI’s National Security Investigations Division. The mission of CTCEU is to proactively scrutinize known or suspected terrorists and their associates, identify terrorist criminal enterprises, and prevent terrorists and other criminals from exploiting the nation’s immigration system. The CTCEU is comprised of two sections; Terrorist Tracking and Pursuit Group (TTPG) and the Student and Exchange Visitor Information System (SEVIS) Exploitation Section (SES). CTCEU is also closely aligned with the Overstay Analysis Unit (OAU).

TTPG investigates nonimmigrant visa holders who violate their immigration status and places a high priority on scrutinizing the activities of known or suspected terrorists and terrorist associations. SES combats the criminal exploitation of SEVIS and serves as the criminal enforcement arm of the Student and Exchange Visitor Program (SEVP). Its goal is to identify fraud and exploitation of SEVP-certified schools and affiliated school officials that enroll foreign nationals and refers investigative leads to the respective HSI field offices for further investigation. SES also initiates investigations with SEVP, its participants and sponsors.

While one of TTPG’s missions focuses on in-country overstays and other nonimmigrant violators, OAU is responsible for in-country and out-of-country violators. These individuals violated their status while in the United States and may have sanctions for future visits as a result.

These sections work together and form an integrated national security force that draws upon government databases to gather and analyze leads on visitors to the United States. They aim to identify potential national security or criminal threats and to provide the information to HSI special agents in the field for further investigation. The Unit also coordinates with components of the Intelligence Community and other Law Enforcement Agencies to conduct criminal investigations of national security and fraud.

CTCEU uses the LeadTrac application to fulfill its mission. LeadTrac was originally created in 2003 to consolidate and track field referrals, or collateral investigations, for HSI field personnel. The system began as Microsoft Access Database, but quickly outgrew the Program’s ability to manipulate large datasets. In 2006, the system was converted to Oracle for a more efficient system foundation. Within the past few years, CTCEU commissioned a modernization imitative of the LeadTrac application; which was completed in 2016. This Task Orderrequirment will provide support to the O&M of the system. Details of the system are outlined in this Performance Work Statement (PWS).

3. Technical Landscape This section provides a high-level overview of the systems architecture, technology, and environments.

3.1. System Overview

LeadTrac is multi-tier JEE application with a JavaFX thick client running on the user’s desktop, supported by a SOA-based backend, which consists of a set of application RESTful web services running on the web tier that interact with the business and persistence tier. The persistence tier consists of the Spring framework with abstracts and regulates access to the MongoDB store.

Authentication to LeadTrac is facilitated trough Active Directory via Kerberos. LeadTrac interacts with several ICE partner systems via web services as well as file transfer protocols.

3.2. System Architecture

LeadTrac is an internal system based on a 5-tier system architecture described as follows:

1. Client Tier - consists of a remote JavaFX thick client deployed to end-user desktops. Constructed as single page application with data validation. User authentication is facilitated through an integration with Active Directory Kerberos on both the client and the Jboss application server.

1. Web Tier - provides RESTful Web Services API for the thick client. These are light weight services that facilitated the interaction with the application tier where the business logic is being executed. Connections are secure via HTTPS.

1. Application Tier - constructed as a set of POJOs that provide business logic required to process the web tier requests. It regulates access to the database via the Spring framework

1. Integration tier - consists of an abstract layer that allows integration with ICE partner systems in a way that promotes decoupling of the system for ease of maintenance.

1. Database Tier - consists of a cluster of database services provided by a MongoDB Document-based Database Management System.

Diagram 1: System Overview

3.3. Hosting Environment

The LeadTrac application is hosted in the Government AWS Cloud environment. The LeadTrac Cloud environment consists of a Training, Dev Test instance (DtaaS), FQT (Pre-Prod), and Production. For each of these environments ICE engineering offers three levels of support. LeadTrac is supported at Level 2 meaning all the services identified in the Diagram 2 below for both Level 1 and Level 2 are supported by the ICE Cloud team and are not the responsibility of the technical support team.

Level 2 support includes but is not limited to O&M service for hardware/software, network and security infrastructure, application support, and project management as needed. Support for infrastructure as requested such as build/deploy servers, cloud host environment, cloud storage area network, LDAP/AD servers, Load balancer(s), etc. Level 2 support is provided 24x7 and includes both Level 1 and Level 2 service as described below.

· Level 1 service includes initial system installation, up/down monitoring, and touch labor support. If there are failures that interrupt basic services a ticket will be opened and the owner notified there is a problem.

· Level 2 Service includes Level 1 Services plus operating system (OS) installation and configuration, version control, OS management, storage management and backup and restore, and database and middleware support.

Diagram 2: Operational Service Levels

AWS Cloud Instances are classified as either small, medium, large or extra-large. LeadTrac runs mostly on medium and large CentOS Instances.

Virtual Cloud

Diagram 3: LeadTrac Environment Overview

In addition, CTCEU maintains three servers outside of the Data Center boundary that are used for non-LeadTrac data processing for business partners. These reside at the CTCEU facility in Rosslyn, VA. The team is required to maintain these so processing can continue.

3.4. Technology Stack

Unit testing

Java service API

Client packaging framework

4. Scope of Work ICE requires all applications to be maintained in an operational and efficient manner to ensure the highest level of support for the user community. O&M support includes adaptive maintenance, perfective maintenance, corrective maintenance, and preventative maintenance to include enhancements to the system and any requisite updates to the system documentation as requested by the Government. O&M support includes modifications to the application due to changes in the larger DHS Overstay Mission, LeadTrac system configuration changes, security changes, infrastructure changes, and minor regulatory or agency changes. The Contractor shall provide personnel to support the O&M requirements of CTCEU’s LeadTrac system as well as support of the LeadTrac hosting environments which are in AWS Gov Cloud. Additional detail on the level of System Administration support required for the LeadTrac hosting environment is documented in Section 5.0 - Team Resources.

· Adaptive – modifying the system to cope with changes in the application platform;

· Perfective – implementing new or changed user requirements which concern functional enhancements to the application platform;

· Corrective – diagnosing and fixing errors, possibly ones found by users;

· Preventive – increasing software maintainability or reliability to prevent problems in the future

The key to the support of the LeadTrac system is an understanding of the interfaces that the application relies on for data and those that rely on LeadTrac to provide it with reciprocal data. LeadTrac is a central partner to the DHS overstay mission and requires significant interaction with upstream and downstream partners. To effectively support the LeadTrac system, the Contractor should possess a familiarity with the data, processes, and procedures for the various DHS systems critical to the LeadTrac workflow including, Arrival Departure Information System (ADIS), Student and Exchange Visitor Information System (SEVIS), Automated Targeting System-Passenger (ATS-P), TECS, Computer Linked Application Information Management System (CLAIMS), and other DHS and non-DHS systems for the purpose of exchanging information between the various government and commercial databases used by CTCEU.

The Contractor shall maintain, manage, operate, and sustain supporting services and architectural solutions as part of agile sustainment. This includes adjusting to and meeting changing requirements and expectations. The O&M team will follow the Agile software development methods based on iterative and incremental improvements. It promotes adaptive planning, evolutionary development and delivery, a time-boxed iterative approach, and encourages rapid and flexible response to change. It is a conceptual framework that promotes foreseen interactions throughout the enhancement cycle.

All system enhancements performed under this Task Orderrequirement will follow agile principals as defined by the Government. This includes formal planning, grooming, reviews, collaboration, and commitment to deliverable size and timeline.

4.1 All ICE systems shall comply with the following guidelines and regulations:

The following documents are applicable to understanding the target ICE/HSI systems:

Center (CSRC) o Guidelines o Special Publications o Standards

• NIST Special Publication 800-37, Guide for the Certification and Accreditation of Federal Information Systems

28, 2000

Please note that if newer versions of these documents are officially released, the Contractor shall comply with the updated versions within the timeframe established by the Government.

5. TASKS

The Contractor shall provide qualified, experienced personnel to deliver support for the continued System Maintenance, Operations and Services tasks in support of the LeadTrac system. This requirement includes the tasks described in this section

5.1. Task One – Client Support and Contract Oversight:

· Provide supervision of the Contractor IT technical staff.

· Develop documents, summaries, written reports, and presentations for use by CTCEU Program Managers, OCIO and Government personnel.

· Provide bi-weekly reports documenting LeadTrac system integrity, security vulnerabilities, security violations, and all areas of concern.

· Present briefings to government personnel as requested.

· Provide working papers demonstrating continued, on-going efforts to maintain a Systems Engineering Life Cycle (SELC) Plan as required by Government policy and procedures.

· Provide updates to all System Lifecycle Management (SLM) documents as the system is altered or enhancements are released.

· Attend ICE and DHS Change Control Board (CCB) for each release, as needed.

· Analyze data integrity and consistency to obtain a quantitative basis for decision making and resource allocation.

· Develop strategies to exploit the various internal and external data sources to refine the intelligence analysis process as well as implementing process improvements and re-engineering methodologies for continued modernization of the system.

· Populating and maintaining a master backlog. Action items shall include any issues and risks identified.

· Perform configuration management oversight, including configuration identification, change control, status accounting and verification.

· Participate in collaboration activities with Government technical and non-technical support groups.

· Ensure that documentation is complete and up to date in accordance with Section 7.3 System Lifecycle Management (SLM) deliverables and the Deliverables Table outlined in Section 7.6

· Provide subject matter expertise as needed in areas of data ingestion, data source connections, initiatives, and enhancements.

· Provide a resource to attend and speak for the LeadTrac O&M team at meetings related to the DHS Overstay initiative, a multi-component Integrated Planning Team (IPT) that identifies priorities for changes in the overstay mission.

· The CTCEU facility has a server room that supports the phone system. The Contractor shall support the physical server rack to ensure it maintains its power and connectivity. Support includes adding users to the phone system, resetting mailbox passwords, deleting users, switching extensions, updating phone times, and resetting phones. CTCEU has SOPs for these common tasks that outline step by step procedures. No programming or network expertise is required.

5.2. Task Two – LeadTrac Database Management

The Contractor shall support database updates to the data store. This includes database structural changes to support system enhancements and defect corrections and the writing of database scripts to update or query information in the database. This includes maintenance of the testing and training environment of LeadTrac. The Contractor shall support ad-hoc queries as requested by the program office and/or perform data analysis as requested.

· Support the LeadTrac databases and all associated environments identified in the system diagram above.

· Provide technical consulting in the definition, design, and creation of a database environment.

· Conduct trend analysis, statistical methods and advanced technical research techniques to develop strategies based on client requirements.

· Provide technical assistance in uploading data, scripting, report development and the movement of records between the ADIS, SEVIS, ATS-P, TECS, LeadTrac, and open source databases.

· Conduct server and MongoDB database maintenance.

· Improve applications to help solve database solutions to business problems, data architectures, database management system facilities and capabilities, and the operation and tuning of databases.

· Maintain databases with respect to access methods; access time; batch processes; device allocation; validation checks; organization; protection and security; and documentation. This includes maintenance of database dictionaries and integration of systems through database design.

· Maintain current external interfaces that gather data from multiple sources and format the data for the LeadTrac system ingestion. Sources include batch processes and web services.

· Support and develop new scripts as required that support data collection, data conversion & analysis and metrics processing.

· Install and upgrade the database server and application tools as needed.

· Allocate system storage and planning future storage requirements for the database system.

· Modify the database structure, as necessary.

· Enroll users and maintain system security.

· Ensure compliance with database vendor license agreement.

· Contact MongoDB vendor for technical support.

· Control and monitor user access to the database.

· Monitor and optimize the performance of the database.

· Plan for backup and recovery of database information.

· Maintain archived data.

· Support back up and restoration of databases and conduct yearly contingency testing with the ICE Disaster Recovery group.

· Generate various reports by querying from database as needed.

· Support the analysis of long-term system search requirements and evaluate the potential implementation of a search tool (SOLR, ElasticSearch, etc.)

· Generate and maintain the LeadTrac data dictionary.

· Provide troubleshooting and support maintenance of the LeadTrac database application and provide extensive client reporting

· Create and maintain LeadTrac user accounts and provide technical support in accordance with DHS security regulations.

5.3. Task Three – Operational Support / System Administration As part of daily work activities the Contractor shall provide IT operational support which includes support of interfaces and data sources, database support, reporting support, system tuning, and system administration activities, which shall include monitoring and compiling data statistics for batch and interface production processing; and identifying corrupt files or processes. In the addition, the Contractor shall complete and maintain, on periodic basis, MongoDB security findings for maintaining accreditation; perform Mongo Database Administration duties of existing system including backup and recovery.

In addition, the Contractor shall provide system administration activities to include regular monitoring of system resource utilization, disk storage utilization, identification of corrupt files or processes, system archiving, data archiving, installing operating system/software updates/versions and performing application backups; correcting flaws in software applications that escaped detection during development and testing of the system, or that have been introduced during previous maintenance activities; and improving software attributes such as performance, memory usage, and documentation.

ICE requires all applications to be maintained in an operational and efficient manner to ensure the highest level of support for the user community. Application solutions and services will need to be able to intercommunicate with other systems, solutions and services within the same environment. These interoperability requirements will be explicitly documented in release requests.

Integrate federal cyber security requirements to include, but not limited to the DHS 4300A Sensitive System Policy, applicable National Institute of Technology (NIST) 800 series documentation, and the Federal Information Security Management Act (FISMA) of 2014 into technical solutions and provide strategies to meet on-going operational security controls in areas such as security patching, configuration management, authentication, and security monitoring.

5.3.1. Support the LeadTrac Production Environment

AWS Gov Cloud, Infrastructure as a Service (IaaS) is a cloud-based on-demand service, which is where the Contractor will do most of the work. The Government will own the construction of the solution(s) deployed and/or installed into the application platform, which uses IaaS as the foundation; (deployment to and supporting of) the application platform will be the responsibility of the Contractor. Any changes to “production” shall be implemented (including applications, COTS/GOTS, patches, supporting application, and service pack(s) updates) with the express written approval from ICE CCB and DHS ICCB, as required.

The Contractor shall deploy and maintain standard runtime topologies as per best practices. The Contractor shall make available all topologies/topology decisions for each environment for ICE review. Since the Contractor is explicitly responsible for application platform availability and performance, the ultimate topology and non-function configuration resides with the Contractor. The Contractor shall apply product updates and/or maintenance/patches, to keep the platform current with all necessary requirements. Such updates must be validated for functional and non-functional reliability and coordinated with the Government.

Since this application is in production, changes to the code where application software change requests are required: i.e. ‘break/fix, System Change Requests, etc.’ situations are required to adhere to ICE change control practices. The Contractor shall perform all product installations and configuration as per best practice guidance supplied by product development team’s or vendor’s documentation, as applicable.

Production application platform is hosted in the DHS Cloud and will be controlled and managed by the Contractor. Code migrations must follow the code progression governance policies set out in testing. Release candidates ready for pre-production are required and the Contractor shall execute production deployments once the necessary approval is granted. There are various pre-production environments necessary to support ICE. Primary users of the pre-production application platform will be the designated testers, trainers/trainees or operations team, which will require support access granted by the Contractor.

The Contractor shall support two (2) categories of technical services for the LeadTrac function(s): 1) product installation/deployment and 2) operational support. Only Tier 2 and 3 support are applicable to the requirement. Additional detail is provided in Section 4.9.2 below.

The Contractor shall conduct the following environment related changes/upgrades as needed:

· Patch incompatibilities – These represent systems changes that must be implemented in order to ensure that the application(s) software is compatible with impending ICE patch implementations.

· Infrastructure Upgrade – These upgrades may require hosted support changes to the application to ensure that the system will continue to function as required under the infrastructure upgrade.

· Regulatory Changes – Where regulatory changes impose new requirements, hosted support change modifications may need to be implemented to accommodate these new requirements.

· Interface Upgrade – When changes to application result in new interface requirements or changes to existing end points, the interfaces may require modification in order to ensure that the respective system continues to function properly.

· Provide support to Help Desk activities is performed in response to a user request or a notification that an application has an issue or an outage.

· Provide personnel to serve as an Outage Coordination and Incident Reporting point of contact.

· Investigate application issues, outages; provide root cause analysis reports; follow up on system bug reports.

· Review/view logs for success/fail messages.

· Create IaaS Service Desk Tickets to resolve server space issues, network problems and other engineering issues related to the support of the system.

· Ad hoc researching issues in question and writing responses to data calls.

· Review security bulletins and determine impact to the systems and supporting infrastructure.

· Respond to user emails and phone calls – question, problems.

5.3.2. Performance Tuning

The Contractor may be required to conduct performance tuning of the system as operational needs arise. The Contractor shall provide the program office with guidance for system performance improvements for a more stable and robust system. The Contractor shall analyze the current performance of the LeadTrac application (production) to establish a baseline of performance. Upon establishing the performance baseline, the Contractor shall recommend and implement a solution(s) to improve peak usage performance by a minimum of 20%. System tuning activities are factored into the estimated SCRs described in Section 4.9.2 - Tier 2 Support and Tier 3 Support.

5.3.3. Configuration Management

The Contractor shall conduct application-level configuration management for all O&M changes made to the system. The Contractor shall also handle all requests for changes to established baselines and configuration management thereof via the ICE approved SCR process, including the chartering and conducting of a system specific Change Control Board as required. The Contractor shall assign proper identification of all configuration items in accordance with agreed upon conventions.

5.4. Task Four – System Security/ISSO Support

The LeadTrac O&M team is responsible for the ongoing support of the environment and application. All security patches must be implemented and reported on as completed. In addition, the Contractor shall:

· Ensure LeadTrac complies with DHS/ICE standards for security, disaster recovery, and accreditation.

· Work with the assigned ICE Information System Security Officer (ISSO) to address system security requirements including reporting on patch management, and updating/providing security documentation, if requested.

· Support the Authorization to Operate (ATO) renewals as required.

· Ensure system administration training is up to date for any resource managing the environments and provide verification to the assigned ISSO.

· Remediate security gaps and vulnerabilities per the direction of federal staff

· Participate in activities that will support the ATO process in the systems development lifecycle

· Adhere to the ICE change control board policy and procedures

5.5. Task Five – Queries

The Contractor shall perform the following responsibilities under this task:

· Populate DHS databases or any other designated database as required.

· Access and perform research on designated automated intelligence databases for identifying information of interest to the customer; downloading the identified information to an appropriate medium and editing the information into format(s) to be specified by the customer.

· Conduct Ad hoc queries.

· Conduct Batching and Imports of DHS and other systems’ data.

· Write MongoDB database queries and modifications.

5.6. Task Six – Reporting

The Contractor shall support ad-hoc data requests, standard reports, field problem report fixes, analytical report requests and fixes. The reporting functions include, but are not limited to, the following:

· Creation of new standard reports

· Modification of standard reports

· Creation of ad-hoc reports The vendor will be provided with licenses to the LeadTrac reporting tool, Tableau, as needed.

5.7. Task Seven – Support of External Interfaces and Data Imports/Exports The Contractor shall support interfaces that feed into and out of the LeadTrac application, this includes the import and export of data to and from business partners. The Contractor shall provide on-going support for interfaces that provide data to various components and reports. In addition, the Contractor shall support interfaces to the various technical systems utilized for overstay vetting.

· LeadTrac has one bi-directional web service connection with ATS-P.

· The system supports a SFTP server that allows upstream and downstream partners to post and access files, as needed, mainly AT and ADIS. LeadTrac also has the ability to pull/post files to ATS-P’s SFTP server. It is expected the upload and download of files from the SFTP site will be daily

· Conducts a daily import of 17 files from ATS-P

· Conduct a daily export of 4 files to ATS-P

· Conduct a daily import of 4 files from ADIS

· Conduct a daily export of 7 files to ADIS

· Conduct an as needed export of 8 files to a Commercial Tool

5.8. Task Eight – LeadTrac System Enhancements/Maintenance

The Contractor shall perform the following responsibilities under this task:

· Monitor ongoing enhancements and maintenance of the LeadTrac database application to include the addition of new modules, enhanced search capabilities and migrating from a client server application to a web application.

· Perform LeadTrac Database Modifications as required.

· Continually enhance web service communication between LeadTrac, ATS-P, ADIS and other system to automatically enhance LeadTrac data.

The Contractor shall perform modifications to the LeadTrac Database based on the following levels of priority:

The Government will provide the Contractor with a modification request instructing the Contractor on when to complete the change and the level of priority assigned. Below is a break-down of the priority structure for LeadTrac modifications and the corresponding response time required by the Contractor. The Contractor shall reference Section 7.12 Performance Standards.

Level 0: Modify system immediately (may require Emergency Change Request) Level 1: Modify system within twenty-four (24) hours (may require Emergency Change Request) Level 2: Modify system within forty-eight (48) hours (may require Emergency Change Request) Level 3: Modify system within seventy-two (72) hours – one hundred (100) hours

· The Contractor shall create and maintain a log of all modifications to the LeadTrac Database.

· The Contractor shall prepare the modification for approval by the designated ICE Program Manager.

· The Contractor shall make and document changes to the system by providing a monthly activity report to the ICE Program Manager.

· The Contractor shall ensure that documentation is complete and up to date.

5.8.1. Tier 1 Support (Provided for informational purposes only) Tier 1 support will be provided by the Government and is performed by the ICE Service Desk, which serves as the single point of contact for IT issues for ICE. Any IT issue or problem that cannot be resolved at the Service Desk level or that is not under the purview of the Service Desk will be forwarded to Tier 2 and Tier 3 support entities. Tier 1 response times are: immediate for telephonic reports and within one hour for e-mail reports.

The ICE Service Desk has the following responsibilities:

· Receiving and recording accurately all calls from End Users regarding IT products and services into a ticket and assigning tickets to the appropriate Tier 2 or Tier 3 group for resolution, as needed;

· Dealing directly with simple requests such as password resets and account unlocks for all applications supported, including basic network and application troubleshooting;

· Monitoring incidents reported and escalating them to Tier 2 or Tier 3 groups, as appropriate;

· Monitoring system or application outages assigned to the Tier 2 or Tier 3 groups and reporting on resolution progress to identified individuals;

· Monitoring the tickets created to ensure users are updated on tickets’ status and progress;

· Providing reports to ICE management and System / Application Program Management, as required or requested.

5.8.2. Tier 2 Support and Tier 3 Support

· All trouble tickets that cannot be resolved at the ICE Service Desk level are automatically turned over to the Contractor’s Tier 2 support.

· The Contractor shall report the status of the trouble ticket using the ICE approved tracking tool.

· This work includes, but is not limited to, activities such as: patching systems, running scripts, and minor fixes.

· The Contractor shall develop an application feedback loop, whereas systemic issues identified during common Tier 1, 2, and 3 escalation procedures are routinely evaluated and reviewed with the Information Technology Project Manager (ITPM) to assess the need for a System Change Request (SCR) in future release.

· Known issues that cannot be addressed through an SCR shall be documented and coordinated with the ICE Service Desk for inclusion as a troubleshooting script within the Service Desk tool.

· If the Contractor’s Tier 2 support cannot close the trouble ticket or perform the required tasks, then the trouble ticket shall be referred to the Contractor’s Tier 3 support.

· The Government will prioritize all outstanding bugs and SCRs and incorporate them into the backlog. These issues will be resolved by the Contractor once the Government identifies them as the highest priority.

· All maintenance activities that reach this level shall have an SCR opened and be reported using the ICE approved tracking tool.

· SCRs will be prioritized and agreed to by the authorized government personnel and entered the ICE approved management-tracking tool. SCRs will be approved in writing by the Government.

· Prior to working on a system modification, the Contractor and the Government ITPM or PM shall designate the modification as minor, moderate, or major (see table below for classification).

· The Contractor shall develop an application feedback loop, whereas systemic issues identified during common Tier 1, 2, and 3 escalation procedures are routinely evaluated and reviewed with the ITPM or PM to assess the need for a SCR in future release.

· Known issues that cannot be addressed through an SCR shall be documented and coordinated with the Office of the Chief Information Officer (OCIO) Operations Tier 1 Help Desk for inclusion as a troubleshooting script within the Service Desk tool.

· The Contractor shall respond to all Software Maintenance Tier 3 trouble tickets in accordance with the service level agreements agreed upon by the Government.

· The Government will prioritize all outstanding bugs and SCRs and incorporate them into the development backlog. These issues will be resolved by the Contractor once the Government identifies them as the highest priority. Software changes to applications are based upon the submission of an SCR. Software changes are classified as minor, moderate, or major changes, where:

The SCRs above may be broken out into smaller SCRs if the need doesn’t arise for large system changes; however, the overall estimated effort required will not change. The chart above reflects the maximum SCR hours for all contract periods for which the Contractor will be responsible. The number of SCRs is intended to cover the base and all option periods of this contract.

6. Team Resources

The tasks outlined in Section 4.0 of this PWS are to be supported by a mixture of the personnel outlined within this section. After the end of the transition-in period, all personnel will be required to begin performance on the requirement. In the event that the Government determines that sufficient staff is not onboard on the first day of the contract, the Government reserves the right to stop-work until the Contractor has hired enough resources or reserves the right to pro-rate the monthly rate until all resources are on-boarded. The Government also reserves to exercise this right if staffing falls below what is stated in the PWS at any time during the period of performance.

The key personnel (KP) specified below are considered essential to the work being performed under this contract and may, with the consent of the contracting parties, be changed from time to time during the course of the contract by adding or deleting personnel or facilities, as appropriate.

Before removing or replacing the KP, the Contractor shall notify the Contracting Officer, in writing, before the change becomes effective. The Contractor shall submit sufficient information to support the proposed action and to enable the Contracting Officer to evaluate the potential impact of the change on this contract. The Contractor shall not remove or replace KP until the Contracting Officer approves the change.

Proposed personnel shall demonstrate equivalent capabilities and qualifications in accordance with the following labor categories, but only the System Administrator shall be deemed as KP. The KP’s skillset shall be in line with or better than the minimum requirements set forth in this requirement.

Additionally, the KP shall be provided as full-time personnel during the period of performance. Additionally, any proposed KP replacement’s resume must be submitted to the COR and demonstrate possession of a comparable skill and experience level. Any KP changes must be approved in writing before the replacement KP can begin work.

6.1. System Administrator(s) – Level II or higher (Key Personnel):

This role provides support for implementation, troubleshooting and maintenance of IT systems. Additional responsibilities are listed below:

· Manages IT system infrastructure and any processes related to these systems.

· Provides support to IT systems including day-to-day operations, monitoring and problem resolution for all the client problems.

· Provides second level problem identification, diagnosis and resolution of problems.

· Provides support for the dispatch system and hardware problems and remain involved in the resolution process.

· Provides support for the escalation and communication of status to agency management and internal customers.

· Must possess experience in one or more systems and architectures and associated hardware. This resource must have experience with DHS Data Center environments, configurations, and processes in order to effectively support the LeadTrac implementation.

Minimum Education/Experience: B.S. degree in Computer Science or related IT field or equivalent education and work experience. 8+ years of relevant experience to include at least 1 year experience for each item below:

· Lead the planning, design, and implementation for network, computing and storage technologies.

· Experience with design documents, architecture plans, construction of infrastructure systems and applications.

· Technical lead in the design and installation of cloud based non-production and production systems.

· Manages existing hardware and software configurations. Documents solutions, including build and maintenance plans.

· Installs O/S releases and system upgrades; evaluates and installs patches; and resolves software-related problems.

· Maintains files and monitors system configuration to ensure data integrity.

· Proactively manages and supports all non-production and production environments.

· Provides technical support required to maintain configuration control files.

· Identifies and resolves errors or problems with existing programs.

· Subject matter expert and strong working level knowledge of: Network Architecture (WAN/LAN/Capacity Planning / Data Center Topologies), Database Technologies and Storage Architecture.

· Strong knowledge of operating systems including Windows/Linux.

· Virtualization technologies (AppLogic, VMWare)

· Linux Operating Systems (RedHat)

· Windows Operating Systems

· Web Server technologies (IIS, Apache)

6.2. Application Developer(s) – Level II or higher (Non-Key Personnel):

This role designs, develops, enhances, debugs, and implements software. Additional responsibilities are listed below:

· Troubleshoot production problems related to software applications.

· Research, test, build, and coordinate the conversion and/or integration of new products based on client requirements.

· Design and develop new software products or major enhancements to existing software. Evaluates effectiveness.

· Address problems of systems integration, compatibility, and multiple platforms.

· Consult with project teams and end users to identify application requirements.

· Perform feasibility analysis on potential future projects to management.

· Assist in the evaluation and recommendation of application software packages, application integration and testing tools.

· Resolve problems with software and responds to suggestions for improvements and enhancements.

· Acts as team leader on projects.

· Instruct, assign, direct, and check the work of others on the development team.

· Participate in development of software user manuals and technical reports.

Minimum Education/Experience: The Applications Programmer will possess a bachelor’s degree in a related IT field and should possess a minimum of five (5) years’ experience in IT programming and support and demonstrated hands-on experience and/or training in areas of emerging technologies.

Minimum three (3) years of technical proficiency with the following key technologies:

· JavaFX

· Java

· Spring Framework

· JBoss Application Server

· MongoDB

· Web Service technologies (XML, SOAP)

· Understanding of the tools used in development and test environments as defined in Section 3.4

6.3. Intermediate Quality Assurance Analyst (Non-Key Personnel): (testing analyst)

This role aids in the testing of software at various stages of development to include system, integration, functional, performance testing and 508 Compliance using manual and automated test tools. This role will also generate test strategies, test cases and test plans. Requirements gathering and analysis, documenting test plans and outcomes will also be fulfilled by this role.

Minimum Education/Experience: The Quality Assurance Analyst will possess a bachelor’s degree or higher in a related IT field and should possess a minimum of three (3) years’ experience in IT quality assurance and testing with demonstrated hands-on experience and/or training in areas of automated testing. Working knowledge of automated testing tool and familiarity with 508 Regulation is strongly desired.

The Quality Assurance Analyst shall have a minimum three (3) years of quality assurance and testing experience. In addition, the Quality Assurance Ananlyst shall possess familiarity in the following:

· Software test design and testing methodologies

· Experience in manual and automated testing using tools (TestComplete, Load Runner)

· Generating tests scripts

· Familiarity with MongoDB or no-SQL database

· Experience writing and executing database queries

· Familiarity with 508 Regulations and compliance testing tools

· Business requirements gathering and analysis

7. Project Deliverables

DELIVERABLES AND DELIVERY SCHEDULE

Specific deliverables related to each activity are outlined below.

7.1 Phase-In Activities

The primary focus of the Phase-In activities will be to gather and analyze information pertaining to new and release schedules, artifacts, and other documents. The purpose of this is twofold:

1. Identify any issues or gaps and develop a plan to promptly address them if applicable, and

1. Establish an integrated project management methodology and process structure that will guide quality assurance initiatives and assist in getting the early project deliverables completed within defined parameters.

The Contractor shall complete the Phase-In activities within 30 days after award. The activities shall include but are not limited to the following:

1. Inventory and orderly transfer of all Government Furnished Equipment (GFE),

1. Coordination of work

1. Onboarding of staff

The Contractor shall provide a Phase-In Plan that addresses the following activities, including adding resources and transition support responsibilities. Activities include supporting all tasks and deliverables required by this PWS by making available the personnel and documentation required to facilitate a successful Phase-In:

· Verify security clearance compliance with new personnel

· Receive PIV Cards at Potomac Center North - (All)

· Submit required documentation for IRMNET account request

· Complete required ICE In-Processing trainings & registration

· Request access to needed restricted areas

· Request elevated network access (if applicable)

· Security Clearance Actions and Status

· Phase-In Timeline

· Orientation on policies and procedures

· Complete on-boarding training

· Become familiar with the environment

· Become knowledgeable of the tiers of network topology (LAN, WAN, DHS OneNet, etc.), how they relate to one another & support levels

· Become familiar with the Change Management process & board requirements

· Gain familiarity with the programs & administrative tools

· Review list of servers and how maintenance and patching are conducted

· Set-up development environments in coordination with existing teams

· Establish or gain access to established code repositories

· Review available Data Models

· Read through available documentation, analyze requirements, ask questions on instructional steps, with the intention of providing feedback and/or recommended changes to the COR

· Close out of any phase-in activities

7.2 Phase-Out

The Contractor shall be responsible for the Phase-Out of all…