Attachment C - PWS UMC.pdf

July 3, 2025

RFP ATTACHMENT C:

PERFORMANCE WORK STATEMENT (PWS)

DEPARTMENT OF HOMELAND SECURITY

DEPARTMENT-WIDE UNIFORM CONTRACT

1. BACKGROUND:

The Department of Homeland Security (DHS) has five core missions: preventing terrorism and enhancing security; securing and managing our borders; enforcing and administering our immigration laws;

safeguarding and securing cyberspace; and ensuring resilience to disasters. DHS is comprised of many different components, each having its own unique mission. In many components, uniformed officers and agents are utilized in the execution of the mission. The goal of this contract is to provide quality uniforms and related accessories to all authorized personnel in DHS, as well as DHS partners at the Food and Drug

Administration (FDA), in a timely and fiscally responsible manner.

The PWS outlines the requirements of the DHS Uniform Program. Approximately 135,000 employees across multiple components are authorized to participate in the DHS and FDA uniform programs.

Uniformed employees are located throughout the United States and overseas locations. Therefore, an effectively managed uniform program is vital in meeting the uniform and related accessories needs of the components’ officers and agents.

Many officers face daily threats to their lives and operate in rugged and hostile environments. Uniforms must be able to stand up to abrasion as well as bend and flex with the officer in dynamic situations where lives can depend on an officer’s ability to conduct law enforcement activities effectively. In addition, uniformed employees are exposed to bugs and pests and must navigate hazards such as branches, brush, conveyor systems, and rapid ingress and egress from vehicles, boats or aircraft. As such, DHS places a high regard to new and advanced textile technologies (e.g., moisture-wicking, UV blocking/filtering, odor resistance, color-fastness, textile strength, fabric longevity, flame retarding, anti-microbial or materials made of recycled content), which provide the quality, durability, breathability, true-fit, and flexibility to meet the needs of the intended environment.

2. SCOPE:

The tasks performed by the officers and agents include, but are not limited to, securing the nation’s borders, inspecting cargo and trade at air, rail and seaports, protecting Federal facilities, screening passengers for air travel, and upholding America’s immigration laws within and beyond our borders through efficient enforcement and removal operations. Their duty stations range from extremely cold climates in Alaska, Montana, and North Dakota, to extremely dry and hot climates in the deserts of the southwestern United States to tropical climates of Florida and the Caribbean.

The goals of the DHS Uniform Program are to:

• Provide quality uniforms;

• Project a distinctive and professional publicly recognized image while promoting employee identification and pride;

• Provide employees with consistent, functional, durable, economical, and comfortable clothing which is appropriate for assigned duties and area climates and fosters employee health and safety;

• Ensure uniforms meet required specifications where applicable and pass quality control standards;

• Provide economies of scale;

• Review and incorporate, where feasible and applicable, new technologies and textile advancements;

• Maintain a uniform distribution system that consistently provides high quality uniforms in a timely manner and is financially accountable and cost effective;

• Provide a mechanism to provision, manufacture, distribute, and manage uniform inventory;

• Provide a positive customer service experience;

• Provide a secure web-based uniform request system with order and allowance management

(capable of supporting bulk and individual uniform fulfillment as well as return/replacement orders);

• Provide uniforms and uniforms management/support to students/trainees located at academies including Glynco, Georgia, Artesia, New Mexico, and Charleston, South Carolina, as well as field employees located across the country and at overseas postings;

• Provide near real-time data reporting capabilities (preferably direct, two-way networked systems which can push-pull data), as well as timely, accurate responses to ad hoc requests and recurring reports;

• Provide exemplary customer service at all levels;

• Deliver all orders in a timely manner;

• Provide uniforms rapidly to customers within requirements; and

• Provide minimum time between proposed additions to the uniform catalog and first deliveries.

Individual and unique Component requirements/deliverables will be provided in delivery orders. The DHS

Uniform Program consists of the below listed Components, sub-Components and its partner, FDA. Other

Government agencies may sign delivery orders under this contract with coordination of the DHS/CBP

Contracting Officer, using a Delegation of Procurement Authority (DPA) process.

U.S. Customs and Border Protection (CBP) which includes the sub-Components:

• Air and Marine Operations (AMO)

• Office of Field Operations (OFO)

• Office of Training and Development (OTD)

• U.S. Border Patrol (USBP)

• Other smaller uniformed offices requiring uniform items

Federal Emergency Management Agency (FEMA), which includes the sub- Components:

• Incident Management Assistance Team (IMAT)

• Surge Capacity Force (SCF)

Federal Law Enforcement Training Center (FLETC)

U.S. Immigration and Customs Enforcement (ICE), which includes the sub- Components:

• Homeland Security Investigations (HSI)

• Enforcement and Removal Operations (ERO)

Transportation Security Administration (TSA), which includes the sub-Component:

• Federal Air Marshal Service (FAMS)

Cybersecurity and Infrastructure Security Agency (CISA), Management Directorate (MGMT)

• Federal Protective Service (FPS)

U.S. Secret Service (USSS)

U.S. Coast Guard (USCG)

Other components of DHS not already listed above.

Food and Drug Administration (FDA) (not part of DHS)

Overview of Order Types: DHS utilizes several different ordering types, each of which is associated with separate funding codes and individuals who are authorized to make a purchase. These types must be tracked separately or easily filterable in data requests due to their unique requirements. Below are the most common types of DHS uniform orders:

• Bulk Orders – Orders placed by Component Contracting Officer (CO) or FLETC contractor (See

Section 14) on a delivery order or government purchase card to fulfill uniform needs for more than one employee.

• Government Purchase Card Orders – Orders placed by Component Government Purchase Card

Holders for individual employees or bulk orders.

• Allowance Account Orders – Requests placed by individual authorized employees on the

Contractor’s ordering website with their uniform allowance following the issuance of a delivery order by Component CO funding the allowances.

• Academy Orders – Orders placed by Component CO which utilize the Contractor for Academy and Quartermaster support.

• Special Orders – Other orders such as Emergency Hardship and Made to Measure orders placed by Component CO outside of the Allowance Account for individual employees affected by circumstances or a special need.

3. APPLICABLE DOCUMENTS:

The Contractor shall ensure all personnel and sub-contractors adhere to all relevant uniform and equipment policies and procedures established by DHS, as well as any particular standards for uniform items delineated in this PWS or the attached specifications. Moreover, the Contractor and any sub-contractors shall ensure compliance with all applicable trade agreements consistent with Federal

Acquisition Regulation (FAR) Part 25. At a minimum, the Contractor shall comply with the following list of applicable documents, which may be updated by the Government during contract performance:

Kissell Amendment, 6 U.S.C. § 453b

48 C.F.R. (HSAR) Subpart 3025.70 at:

Class Deviation re: Applicability of the “Kissell Amendment” to Department of Homeland Security

Acquisitions (Mar. 5, 2013):

https://www.dhs.gov/sites/default/files/publications/cpo-HSARclassdeviation13-01_0_0_0_0_0.pdf

Trade Agreements Act, 19 U.S.C. §§ 2501 et seq.

ICE ERO Uniform Policy

DHS uniform handbooks and operational manuals

CBP AMO Uniform Guidance

CBP OFO Uniform Wear Policy

CBP Border Patrol Uniform and Grooming Standards Policy

CBP OTD Use of Force Policy Division Authorized Equipment Lists CBP Uniform Handbook

CBP Uniform Management Division Quartermaster Standard Operating Procedures

National Fire Protection Association (NFPA) 2112: Standard on Flame-Resistant Garment for https://www.dhs.gov/sites/default/files/publications/cpo-HSARclassdeviation13-01_0_0_0_0_0.pdf

Protection of Industrial Personnel Against Flash Fire

(http://www.nfpa.org/aboutthecodes/AboutTheCodes.asp?DocNum=2112)

CISA Distinctive Clothing and Uniform Management Directive CISA Distinctive Clothing and Uniform Standard Operating Procedures NFPA 1975: Standard on Station/Work Uniforms for Emergency Services (http://www.nfpa.org/aboutthecodes/AboutTheCodes.asp?DocNum=1975) U.S. Secret Service Uniformed Division (UND) Manual – 24

FLETC Directive FD 65-94.A Law Enforcement Instructional Staff Uniform Regulations and Dress Code

FLETC Manual 20120803 FM 65-94A Law Enforcement Instructional Staff Uniform Regulations and Dress Code

FLETC Directive FD 54-01 20110215 Student Dress Code FLETC Manual FM 54-01 20110215 Student Dress Code

MGMT Federal Protective Service Uniform and Grooming Manual

FEMA Directive 123-18-REV Standard FEMA-Distinctive Clothing

TSA Management Directive (MD) 1100.73-2, TSO Dress and Appearance Responsibilities and its Handbook

TSA MD 2800.5, Internal Security Reporting: Foreign Contact and Travel

TSA MD 3700.4, Handling Sensitive Personally Identifiable Information

LE-FAMS 3427, Dress, Uniform, Personal Grooming, and Appearance

Standards for Federal Air Marshals.

DHS MD 11042.1, Safeguarding Sensitive but Unclassified (For Official Use Only) Information Federal Travel Regulations (FTR) (http://www.gsa.gov/porta l/content/ 10 47 90)

Privacy Act of 1974, as amended, 5 U.S.C. § 552a

4. SPECIFIC TASKS:

The objective of this requirement is to provide uniforms for both male and female officers, agents, and other uniformed personnel, as well as trainees and students of DHS and the FDA.

The Contractor shall utilize innovative and creative technical approaches to manage the supply chain of the DHS Uniform Program in accordance with standard commercial business practices and DHS policies.

In the event of a conflict between those, the CO and Contracting Officer’s Representative (COR) shall determine the best course in consultation with the Contractor (See Section 13: Contract Administration).

The Contractor shall, at a minimum, be responsible for:

• provisioning and inventory management of uniforms (Note: detailed uniform requirements for all uniform items are included as several attachments to this PWS) (listing the attachments is too voluminous to include)

• on-site uniform service operations

• providing a secure web-based uniform requesting system with order and allowance management

(capable of supporting bulk and individual ordering as well as return/replacement orders) which can automatically send and receive data to/from Government systems. The Contractor must be able to import a data file (such as Excel®) with allowance account changes to update the

Contractor’s system. Manual input of changes is not acceptable.

• near real-time data reporting (at minimum: ordering, invoicing, and allowance account balances) capability

• providing a customer service center that will provide efficient and courteous support online, via email, and a toll-free phone number.

http://www.nfpa.org/aboutthecodes/AboutTheCodes.asp?DocNum=2112) http://www.nfpa.org/aboutthecodes/AboutTheCodes.asp?DocNum=1975) http://www.gsa.gov/portal/content/104790

4.1 Provisioning of Uniform Items:

The Government seeks to ensure the Contractor provides quality uniform items that meet requirements in a timely manner. Uniform items must not contain Per- and Polyfluoroalkyl Substances (PFAS chemicals). The Government may waive specific testing activities for certain uniform items; however, the first article samples shall still be required for all uniform items.

Throughout the period of performance, the Contractor shall:

• Comply with uniform specifications and number system that are provided as attachments to this

PWS;

• Ensure consistency of patterns, fit, fabric and color of each item regardless of the location of manufacture or the time of manufacture throughout the contract period;

• Twice annually evaluate fit standards to ensure fit standards are consistent with published employee sizing charts;

• Ensure compliance with Government-established acceptable shade ranges for each product;

• Assume responsibility for the adequacy of uniform item sources and locating suppliers who can provide the required level of quality and quantity, while ensuring sources comply with applicable laws;

• Provide garment care, item number, manufacturer name, date of manufacture, and sizing information within each uniform item or the packaging of the item;

• Proactively address, and correct when required, quality/durability, functionality

/performance, and safety issues with items as they arise and promptly address questions as needed;

• Notify and request permission from the Government of any change in material, design or construction of any item on the contract, prior to implementing the change; and

• Notify and request permission from the Government of any change in material, design, construction, or manufacturer in a commercial off-the-shelf (COTS) or modified commercial off-the-shelf (MCOTS) item, prior to implementing the change.

Table 1: Scheduled Dates for Item Approvals

Items/Actions Due Date

Non-COTS GOV samples to Contractor

15 days after contract award

Contractor body measurements/standard sizes for Non-COTS

30 days after contract award

Contractor color swatches 60 days after contract award

GOV approval/disapproval of color swatches

10 days after receipt of color swatches

Contractor First Article Samples (FAS) off non-COTS

60 days after GOV approval of color swatches

GOV approval/disapproval of FAS

30 days after receipt of FAS

COTS FAS 120 days after contract award

MCOTS FAS 120 days after contract award

GOV approval of all COTS

& MCOTS FAS

30 days after receipt of FAS

4.1.1 Non-COTS Items:

Non-COTS items are garments that are not commercially available, made specifically to DHS specifications and requirements, and for which the Government provides the patterns and retains all proprietary rights. The Government owns all specifications provided, regardless of the type of uniform.

The Contractor shall indicate in its Management Plan the type of Computer Aided Design (CAD) software it shall use for patterning and grading of non-COTS Items during the contract period of performance. (See

Section 6.1: Management Plan.)

The Government will provide samples of these items to the Contractor within 15 bus iness days of the contract award. Within 30 calendar days of the contract award, the Contractor shall provide the Contract

COR and Component CORs with body measurements that correspond to the Contractor’s standard sizes for all non-COTS uniform clothing items (grading patterns). The Contractor shall provide color swatches of fabrics to the Contract COR and applicable Component COR for review and approval w i t h i n 60 calendar days from the award of the contract. The Government shall approve or disapprove the color swatches within 10 business days after receipt. The Contractor shall perform Qual i ty Assurance

(QA) testing prior to submitting the first article samples (FAS). The Contractor will provide up to five (5)

FAS for testing to the Contract COR and applicable Component COR within 60 calendar days of

Government approval of color swatches. (See Section 6.4: Change Management Process and Appendix

B: Performance Requirements Summary for more information on first article testing and acceptance.)

The Government shall perform testing of first article samples, as required. The Government will approve or disapprove FAS within 30 calendar days of receipt. The Contractor shall provide the Government with all uniform base patterns and specifications for all non-COTS items provided within 30 calendar days of first article approvals. The Government shall own these patterns and specifications.

4.1.2 Commercial off the Shelf (COTS) and Modified COTS (MCOTS) Items:

COTS items are commercially available garments and products that meet DHS operational requirements.

MCOTS items are commercially available garments and products that have been modified (e.g., change in color, branding, etc.) to meet DHS operational requirements. The Contractor shall have effective quality control techniques in place to meet specifications before adding COTS items to the inventory both at contract award and throughout the life of the contract. Some examples include correct sewing and color.

The Government will provide the Contractor with a general specification of all COTS and MCOTS products. The Government may allow the Contractor to physically review current COTS and MCOTS products to facilitate sourcing of those products. The Contractor shall provide up to five (5) First Article Samples (FAS) that meet most specification requirements (some deviations may occur due to what is commercially available) for evaluation and approval of every COTS and MCOTS product after contract award. COTS FAS shall be provided within 45 calendar days and MCOTS within 60 calendar days of contract award. The Government will perform testing of FAS, if required. The Government will approve these FAS within 30 calendar days of receipt.

4.1.3 First Article Samples (FAS):

The applicable Component will review the First Article product sample, perform any additional tests and conduct field wear tests (if required) to approve the item. The Component COR will provide the Contractor with a written decision on each FAS. (See Section 6.4: Change Management Process and Section 7: Key

Performance Indices, Deliverables and Delivery Schedule for more information on first article samples, Contractor testing, and Component acceptance.)

The Contractor shall provide along with each FAS:

• An identification tag which outlines the uniform item number, sample purpose (prototype, first article, field wear test, final approval, other), item description, fabric content and weight, size, color, and whether the item is COTS, MCOTS, or non-COTS.

• Warranty information

• If the Government has not provided the following information to the Contractor on the Government specification, the Contractor shall provide at a minimum: fabric content, weight, weave, dimensions, specific color, style description, performance details, gender sizes and fit describing the item submitted.

• Confirmation that the item submitted for first article testing meets the uniform requirements and specifications provided by the Government.

• Inventory delivery timeframe and anticipated stocking levels, replenishment alert rates, and anticipated replenishment lead time rates.

FAS must be produced in the same facility in which they will be produced during manufacturing.

4.1.4 Warranty:

The Contractor shall provide the warranty term that is provided to its most favored customers and shall unconditionally warrant all uniform items for quality and defects in materials and workmanship. See definition of Defect in Appendix C. Specific defects relating to individual items may also be listed in that item’s specific purchase description (PD) or commercial item description (CID). Excessive shrinkage or fading after washing per manufacturer’s suggested instructions will be construed as a manufacturer’s defect.

Warranties for COTS items will be established, at a minimum, by the manufacturer.

4.1.5 Storage and Housing:

The Contractor shall provide documentation to the Contract CO and COR substantiating those uniform items, directly controlled by the vendor, shall be housed in a secured facility/warehouse(s) that shall:

• Be clean and have an overhead sprinkler system for fire prevention;

• Adhere to all applicable basic guidelines outlined by the International Organization for

Standardization (ISO) which can be found by visiting its website at www.iso.org/iso/home/standards.htm;

• Be protected from theft by a security system that is connected to dispatch service and security cameras monitoring all entry and exit points of the facility/warehouse(s);

• Have a separate, locked area (e.g., cage or room) to house individual branded uniform items (e.g., patches, badges, shoulder emblems, and other individual branded items not affixed to a uniform).

(See “Existing Inventory List” in Table 9: Government Furnished Property (GFP) and Information

(GFI)). This area must be access-controlled, and the Contractor is required to maintain an access log;

• Maintain a temperature of 65 to 75 degrees Fahrenheit, with a relative humidity between 50 to 55 percent; and

• Protect uniform items from direct sunlight and/or exposure to ultraviolet radiation.

For inventory housed in a government owned facility, such as the space allocated at the Federal Law

Enforcement Training Centers (FLETC) or Academies, the Contractor will work with the Component facility staff to ensure adherence to the above listed requirements.

http://www.iso.org/iso/home/standards.ht

4.2 Specific Uniform Requirements:

4.2.1 Standard Sizes:

The Contractor shall define and provide the body measurements that accompany each of its standard sizes for uniform items and include those sizing charts on the website for ease of ordering. Standard sizes shall be considered the sizes for which a standard stock pattern already exists.

4.2.2 Made-to-Measure Uniform Items:

In addition to maintaining the standard sizes, the Contractor shall have the capability to produce or purchase garments with unique sizing requirements for employees whose measurements do not allow a standard stock pattern to be used. The Contractor shall be able to deliver all made-to-measure items within

90 calendar days of the order or other negotiated date, per the Delivery Order, and the measurements must meet the requested specifications/measurements. Made-to-Measure garments may have unique manufacturing requirements that may impact cost, delivery timelines, or require different minimum ordering quantities than standard sizing which will be negotiated as part of the Delivery Order. Made-to-measure size patterns, if they exist, shall be saved for each employee that requires a made-to-measure uniform and shall be submitted to the applicable Component COR at the end of the contract.

4.2.3 Cotton Uniforms:

The Contractor shall produce and provide 100% cotton versions of uniforms available for those employees with allergies. (Note: there may be restrictions to 100% cotton uniforms, for example, fire retardant items).

The price for these items shall be the same as the standard versions (i.e., no price differential). The

Contractor shall identify when a cotton uniform item will not match the specified requirements due to the characteristics of the uniform material, prior to utilization of the item and negotiate a resolution or acceptance with the Government. These items shall be delivered within 90 calendar days of the order, or other negotiated date, per the Delivery Order. The Component COR will provide the Contractor with documentation indicating which officers/agents require 100% cotton uniforms or other allergy-free uniform requirements. The Contractor shall keep the documentation on file until contract closeout per FAR 4.804.

At contract closeout, the documentation shall be destroyed.

4.2.4 Uniform Materials:

The Contractor shall seek to balance performance characteristics and materials with reduced exposure to potential allergens or other substances that may induce sensitivities. Materials should be breathable where practical, durable, and suitable for the environment in which they are intended to be worn. Contractor shall suggest technology insertions, whenever possible, subject to Government approval.

4.2.5 Female Uniforms:

The price for the female uniform items shall be the same as the male versions (i.e., no price differential).

The Contractor shall produce female uniforms with true female sizing, pattern design construction, and grading to pattern alteration. This shall also include maternity wear and skirt options. Female uniforms, including maternity wear and skirt options, shall be considered as “standard sized” uniform items and shall be kept in adequate stock to prevent unnecessary back orders. Special care should be provided for maternity wear inventory levels; these items are especially time sensitive and timeliness metrics will be monitored closely to ensure they meet uniformed employees’ needs. The Government will provide maternity wear order history upon request.

For awareness and planning purposes, CBP alone has approximately 10,000 female uniformed employees and 45,000 male employees. Female employees often report they purchase male uniform items due to poor fitting female uniform options.

4.3 On-Site Quartermaster/Uniform Services Operations:

The Contractor shall provide a plan to establish a presence at the FLETC facilities in Glynco, Georgia, and

Artesia, New Mexico. Detailed on-site uniform services requirements, as required by any Component, will be included in each delivery order. Component delivery orders shall be used for billing purposes for these Component-specific services. On-site uniform services include:

• managing on-site operations as directed in each delivery order;

• measuring and fitting new employees, including alterations;

• maintaining inventory at the Artesia and Glynco facilities, if required and included in each delivery order;

• issuing prescribed uniforms for each employee during the training period per timelines specified in each delivery order;

• ensuring each new employee has the proper attire and proper fit according to the specific

Component’s uniform wear policy;

• maintaining hours of operations at the facilities per the requirements specified in each delivery order;

• providing the necessary personnel to perform the required services;

• providing own equipment and fixtures including computers, fax machines, desks, shelving, printers, phones, chairs/tables, sewing supplies (e.g., sewing machines, cutters, irons, and other necessary sewing materials), and appropriate insurance levels; and

• providing a facility in the Glynco, Georgia, area to provide Quartermaster uniform services for non-

CBP Components due to space constraints at the Glynco training academy. (See Table 2: On-Site

Uniform Services.)

The Contractor will be responsible for measuring new employees in Charleston, SC, but not required to provide the other quartermaster uniform services listed above including the issuing, storing, fitting, or altering of uniforms.

The Contractor shall develop a system of door key controls at these facilities to be included in Section 6.7:

Security Plan. The plan shall ensure that all keys and lock combinations issued to the Contractor by the

Government are not lost, misplaced, duplicated, left unsecured or used by unauthorized persons. All keys and lock combinations are to be returned to the Government upon the end of the contract.

CBP and ICE/HSI employees at the training academies will be issued uniforms in accordance with the

Components’ respective delivery orders.

Uniform items shipped to the Artesia academy facility are received by the Academy’s Distribution

Center. The Contractor is then required to pick up the uniform items from the distribution center and move them to the building space in which the Contractor performs the on-site Quartermaster/uniform services.

Table 2: On-Site Uniform Services Locations Requiring Contractor Presence Components to be supported with on-site uniform services

Artesia, NM CBP/USBP

Glynco, GA CBP/AMO; CBP/OFO; ICE/HSI;

MGMT/FPS

Charleston, SC CBP/AMO; CBP/OFO; CBP/AMO (measuring services only)

4.4 Web-Based System (WBS):

The Government utilizes a multi-sectioned approach to online uniform ordering, data tracking, reporting and training as illustrated in the table below.

Table 3: Web-Based System

Section 1 Web-Based

Uniform Requesting System

(WBURS)

Section 2 Orders Not Funded by Allowance

Accounts

Section 3 Order Data &

Inventory Tracking, Reporting and WBS

Training

For Allowance Account

Holders Only: Web page for

Officers/Agents to place online uniform requests.

An individual web page for each participating Component or agency that does not have allowance accounts but may require non-allowance accounts.

All Contractor inventory levels and data from all orders and requests shall be tracked and available online on a real-time

(preferred) or monthly basis regardless of funding source.

Component may authorize use of personal credit card

Online orders shall be placed with Gov purchase card or placed against Component delivery order line items.

Data shall be trackable by individual account, component or agency, and contract wide.

All other orders (not placed through the WBS) shall be placed with Gov purchase card via phone call to appropriate Contractor PM or via transmission of delivery order

Contractor shall provide online training on use of the WBS.

Overview:

The Contractor shall provide a secure website that is user-friendly and allows for easy data entry and retrieval. Consistency in formatting, simplicity, comprehension, and accuracy of reporting data will be considered critical performance factors. Additionally, the WBS shall be Section 508 compliant (See

Appendix F). The Government shall own and have complete access to all data on the WBS. Contractor will ensure compliance with integration and access from Government computer systems to allow near-real-time data access and reporting directly from the website or system, as well as to consolidate inventory, ordering, financial, and allowance account data into one database system.

This website shall be used exclusively by the Contractor and authorized Government employees and shall deny access in the entirety to all other individuals. The WBS shall be password-protected. The website shall have a process for individuals to log into the system using unique credentials (e.g., unique username and password or the ability to eAuthenticate with Personal Identity Verification (PIV) credentials via

Okta Verify). At a minimum, the Contractor shall provide each authorized individual with an initial username and password, which shall not contain Personally Identifiable Information (PII), where the password can later be changed by the individual. Initial passwords shall be either random or non-sequential alpha-numeric combinations. It is preferred that the contractor work with each component to enable eAuthenticate for PIV card log-in access.

Only authorized individuals shall be allowed to establish log-in credentials. The secure website shall allow various levels of access while ensuring the security and integrity of the site and employee allowance account information. There will be certain Government employees identified by the contract CO or COR who shall have full access (with near real-time access to all reports directly downloadable from the website) to all uniform items, all ordering data, all contract management data and reports including customer feedback. The Contractor shall manage the website and have e-commerce staff to maintain the website and implement future enhancements, when required and in coordination with the Components.

The website shall provide:

• a user-friendly interface for placing uniform requests and orders that meets the approval of the

Government;

• levels of Contractor inventory of all DHS uniform items including Work in Progress (WIP);

• real-time information of estimated delivery timeframes and include backorder information for each uniform item directly on the item page to assist users in making informed decisions prior to making the purchase. Once an employee makes a request or purchase, the Contractor shall provide the original estimated delivery date within the Uniform Ordering Report, so that Components may track accuracy of estimates;

• the ability to accept and coordinate returns/exchanges;

• a capability to track, report, search and query data for designated users and allowance account information and amounts;

• identification of the animal species for all items made entirely or partially from leather in the online item listings; and

• the DHS or FDA specification numbering system. No Contractor item or inventory numbers or identification will be accepted.

• the ability for users to rate uniform items and provide feedback/comments to be seen by all users with access to the item.

Component COs and CORs shall be able to view only the items for their Component or Agency and for DHS employees, those items that are identified as available to multiple components or DHS-wide. There shall be an online listing of all uniform items and related articles, described in Section 4.5.2 below.

4.4.1 WBS Implementation Schedule:

WBS testing and acceptance by the Components’ CORs must occur by the end of the transition period in order to be considered delivered on time. Contract CO will confirm acceptability of the WBS. The

WBS testing and acceptance shall comply with the Contractor’s Phase-In Plan. (See Section 6.6.

Transition Plan – Phase-In Plan.)

4.4.2 System Upgrades:

The Contractor shall provide a yearly report outlining the updates, upgrades and planned enhancements for the entire website and by Component to ensure full and continuous functionality. The report shall be made available to both Contract CO/COR and Component COs/CORs. Updates to the WBS that constitute only the addition or deletion of uniform items will be part of maintaining the website with current information and are not chargeable to the Government. Any contemplated upgrades or enhancements that would constitute a change to the contract shall not occur until bilateral agreement has been reached between the Contractor and CO.

4.4.3 Data Access:

Table 4 outlines the various individual WBS account access rights that will be further specified in

Component delivery orders. Component CORs will provide this information in their respective delivery orders. Levels of access to this information shall be restricted as directed by the COR of the contract and delivery order COR for each applicable Component.

Table 4: Employee Level of WBS Access

WBS Account Access Rights Individuals

Use Government purchase card Limited to authorized account holders

Use personal credit card All CBP individual account holders; other Components as authorized

Search, view, and download Component-specific data/reports (include all ordering data, customer feedback, allowance data, individual ordering history, management data, invoices, and reports)

Contract CO & COR Applicable Component COs & CORs

Designated representatives

Search, view, and download all contract data Contract CO & COR Designated representatives

View all contract invoices Contract CO & COR Designated representatives

View Component invoices Applicable Component COs & CORs

Designated representatives

Place urgent uniform requests for disaster response

Component COs Designated representatives

Place bulk purchases for the Component (other than using Government purchase cards)

Component COs & FLETC contractor

Place employee hardship replacement orders Component CORs Designated representatives

Quality Control Plan (QCP) All COs and CORs Designated representatives

4.5 WBS Section 1: Web-Based Uniform Requesting System (WBURS ) for Allowance

Accounts Only:

4.5.1 WBURS Process for Officers/Agents:

Only authorized officers and agents within DHS will be allowance account holders and will be authorized to use the WBURS to place uniform requests against their Allowance Account, with a single exception for DHS components that allow Government Purchase Card holders to place bulk purchase orders for employees that have non-allowance accounts in WBURS. The Contractor shall provide an online listing of all uniform items that will be accessible 24 hours a day, every day, except for scheduled maintenance days during the online ordering period (normally from delivery/task order award through Aug. 31). The

WBURS shall, at a minimum:

• accept uniform requests and store detailed order history down to the employee level (i.e., employee name, account number, DHS item number, item size, item description, item quantity, item price, personal funds details (if applicable), shipping/tracking details, delivery times, order status, pending uniform requests, size history, and customer feedback);

• track individual employee allowance account balances in near real-time; and

• store/keep track of the uniform request/order history for each account for the entire contract period of performance regardless of if the individual transfers to a different sub- Component or

Component.

4.5.2 Uniform Item Listings:

The Contractor shall provide an online listing of all uniform items that will be accessible 24 hours a day, every day, apart from scheduled maintenance days. The online item listing shall also be available in .PDF format. Each item shall include the following information in the Item Description:

• a high-resolution (at least 640 pixels wide by 480 pixels tall) thumbnail photo that can be expandable to full-screen view and rotated for 360-degree view;

• item description (including sizes, material composition, garment care instructions, color, branding options);

• material composition(s), including species if any leather components;

• size scales and guides (Fitting instructions and measuring guide for each item which will remain standard regardless of any changes in supplier);

• garment care instructions (Garment care instructions shall be viewable for all items even if the item is discontinued or no longer available for purchase on the WBS);

• country of origin;

• contract item price;

• user ratings and comments;

• availability; and

• ship date estimate (state if on backorder and expected in stock date).

The allowance account holders will be able to view only this information:

• Listings of uniform items that the individual officer/agent is authorized to purchase;

• DHS item number;

• Item description (outlined in uniform item listings above);

• Ship date estimate, if item is on backorder;

• Item replaced (if applicable);

• 100% cotton/allergy uniform authorization (if approved by COR);

• Made-to-measure uniform authorization (if approved by COR);

• Personal credit card authorization (if authorized by Component);

• Personal order history for the calendar year, including size history;

• Allowance balance;

• Shipping/tracking number for all active, backorder (including estimated timeframe for backorder delivery) or exchange orders;

• Customer ratings and feedback for the item;

• Individual’s customer service feedback history; and

• Ability to change login passwords (Components may request this ability to be locked.)

Each uniform item shall be visible on the WBURS only to those personnel authorized to purchase it.

Certain uniform items will be identified as available for purchase from multiple Components or multiple offices within a Component, or certain groups within each Component, which will be identified in the contract.

4.5.3 Personal Credit Cards:

The Contractor shall create a mechanism to accept and report usage of personal credit cards only for those Component employees that are authorized to use credit cards and only under the conditions for which employees are specifically authorized to use credit cards. (See Table 4: Employee Level of WBS Access.)

For example, if an item costs $100 but an employee has only $10 remaining in his/her allowance, he or she may choose to spend additional personal funds to pay for the remaining $90 of the uniform item.

These purchases will be tracked in the Data Reporting (Section 3) of the WBS, and specifically on the

Uniform Ordering Report. The Contractor will establish controls to confirm individual allowance expenditures are exhausted prior to accepting personal credit cards. Employees returning an item from an order in which they paid a portion of the order with personal funds will have those personal funds refunded prior to refunding the allowance account.

In the case of sales where personal credit cards are used to pay for a transaction, state sales tax shall apply only to the portion of the order that is funded by personal credit cards. Any personal credit cards used shall be tracked separately from Government funds for audit and data reporting purposes. If a personal card is used for partial payment, and there is a problem with the credit card transaction, any portions of the transaction covered by the allowance account balance should be shipped and not held up until the credit card transaction is validated.

If the Component COR notifies the Contractor that a uniform request using personal funds or a

Government purchase card is not authorized (e.g. Non-Allowance Uniform Orders) and therefore should be rejected, the request should be cancelled. Any pre-approval, hold, or charge to the personal credit card or Government purchase card shall likewise be cancelled or removed from the account within two (2) business days of notification from the Component COR.

4.5.4 WBS Feedback:

The WBS shall have the ability for customers to provide feedback on uniform items, ordering, customer service, and returns/exchanges. All employee responses shall be available near real- time and without any modification and be visible when an employee views the item online. (See “Appendix A: Table of Required

Reports” for additional details.) Furthermore, Components’ COs, CORs, or other personnel designated by the COs shall have real-time access to the customer feedback responses. The Contractor must not edit, delete or otherwise alter any customer feedback or customer service responses. The Contractor must make available the opportunity for the Government, upon request, to provide links within WBS to surveys or feedback (such as Survey Monkey) that report directly and solely to the Government.

4.5.5 Customer Service:

The Contractor shall provide a customer service center that will provide efficient and courteous support online, via email, and a toll-free phone number. The customer service center shall take uniform requests, process returns, resolve problems or complaints, and assist with information pertaining to uniform fitting and other program information. Call wait times shall be kept to five (5) minutes or less. Customer service center staff shall speak English and be easily understood by employees. Service center staff shall be located within the United States or its territories.

The customer support center must be available Monday through Friday from 8:00am-5:00pm Central

Standard Time, at a minimum. Federal Error! Reference source not found.(Appendix C) will be excluded from operating days. Contractor will notify Government of any Customer Service downtime

(phone outages, etc.). Customer Service will respond and address any issues, in writing to any customer feedback/comments within two (2) business days and copy the Contractor Program Manager, the applicable Component COR, and the employee’s Uniform Liaison. All responses will be loaded into the customer service report on WBURS.

4.5.6 Returns/Exchanges for Allowance Accounts and Government Purchase Cards:

The Contractor’s process for returns, exchanges, warranty issues or recalls shall be posted on the

WBURS. The Contractor shall accept any returns/exchanges that are shipped back to the Contractor within 60 calendar days of delivery regardless of reason or serviceability. The Contractor shall pay shipping costs for all returns/exchanges on all orders regardless of size of order. The WBURS shall allow an individual to obtain and print a pre-paid return shipping label for returned/exchanged item(s), in addition to a pre-printed return shipping label and return form included in the original package.

All returns/exchanges shall be tracked online. The Contractor must be able to manage returns/exchanges that extend beyond the contract end date but fall within the 60 calendar day return timeframe.

Before allowing the printing of the pre-paid return shipping label, the WBURS shall require the allowance account holder, or Government Purchase Card holder to select the item he or she is returning or exchanging from his or her account order history. Subsequently, the WBURS shall require the employee to provide the following information on the item(s) he or she is returning or exchanging. The employee shall select from amongst the following button items:

• Reason for return: shipped wrong item, shipped wrong size, incorrect customization, defect or quality issue, fit too large, fit too small, inconsistent sizing from website fit chart, terminated/transferred, ordered incorrect item, item did not meet expectations, no longer needed.

• Additional comments

• Exchanges: Reason for exchange, order number, shipped item size, requested exchange DHS item number, requested exchange size, and additional comments

All WBURS uniform request returns and exchanges shall be managed by the Contractor through the

WBURS. For any exchanges, the exchanged items will be treated as a new line item and reportable under the applicable metric. For all returned items, the Contractor shall issue refunds to the funding source used to place the order in the same amount that was charged. There will be no use of credit memos.

Serviceable returned inventory shall be re-utilized to fulfill future orders. Items that have only been tried on for fit, then returned, are considered serviceable. Items that have obviously been worn or laundered are no longer serviceable. The Contractor will track the number of unserviceable items returned or exchanged per account and clearly annotate and make easily filterable such returns, exchanges, and unserviceable returns in the Uniform Ordering Report.

4.6 WBURS Account Creation and Setup:

By the end of the transition period (outlined in Section 6.6: Transition Plan – Phase-In Plan) the Contractor shall implement a computerized system to establish and maintain individual employee allowances which will be associated with their individual WBURS accounts as well as non-allowance accounts for

Government Purchase Card holders. Each individual WBURS account will have an associated allowance value, with the exception of non-allowance accounts. The following Components will have allowance accounts:

CBP, which includes the sub-Components:

• USBP

• OFO

• AMO

• OTD

• Other smaller uniformed Offices

ICE/ERO

CISA

MGMT

• FPS

TSA

The following Components will have non-allowance accounts:

ICE/HIS

Other components may be added at a later date.

4.6.1 WBURS Account Creation:

The Contractor shall create and manage upwards of 145,000 online accounts for the applicable

Components’ individual officers/agents allowance accounts, separate bulk purchase accounts, and separate accounts that authorized users who can use Government Purchase Cards (either for bulk purchases or for individual non-allowance accounts). Components may utilize different processes for establishing these accounts (e.g., the use of an Excel spreadsheet, Access Databases, or paper-based digitized form submitted via email or fax). For those Components that utilize online or other electronic databases to submit account creation and modification requests, the Contractor must establish a way to push/pull data easily in order for quick and accurate system and account updates. The Contractor must be able to accept changes via Excel® spreadsheet that can be automatically imported into the system.

(Manual entry of data is not acceptable.) The largest Components will be CBP with up to 65,000 active accounts (with additional inactive a ccounts which need to be maintained/stored) and TSA with approximately 50,000 accounts.

4.6.2 Uniform Authorizations Within Each Account:

Within two (2) business days of receiving the appropriate Health Insurance Portability and

Accountability Act (HIPAA) compliant documentation from the Component COR or Component COR-designated representative, the Contractor shall provide approved officers/agents the ability to request

100% cotton or other allergy-free uniforms or made to measure items on the WBURS. Only approved officers/agents can request 100% cotton, allergy-free or made-to-measure uniforms. (See Sections 4.2.1

– 4.2.3: Standard Sizes, Made-to-Measure Sizes and Cotton/Uniform Material Requirements.) This information should be posted prominently on WBURS.

Allowance account holders shall be able to view and purchase only the items authorized for their job classification/Office/Component.

4.6.3 Master File and Electronic Updates:

The Contractor shall create an electronic employee master file that contains all information for each

Component’s authorized account holders in a format that matches the data model used by the Component in order to facilitate automatic updates and data reconciliation. This database shall be able to both push and pull, electronically, data from and to the Government for updates or reporting. CBP will manage its accounts via the Allowance Account Management Tool (AAMT) with a two-phase approach to provide updates that the Contractor must make to their system. The AAMT is an in-house CBP system used to manage an allowance account database. Phase 1 updates are committed via a spreadsheet containing the updated data reflecting the periods required modifications. This file is referred to as the Send to Vendor file and is often, though not always, sent each business day. Referenced changes must be made within one

(1) business day via upload (not manual entry) into the Contractor’s system. Phase 2 is a direct read-only connection between the systems with live real time access to the data. Phase 1 must be available at least

30 days in advance of the Component’s implementation date on the contract so that the Uniforms

Management Center (UMC) can verify its operability, guide any necessary…