Attachment J-2_SWIFT Performance Work Statement.pdf

U.S. Department of Homeland Security

Immigration and Customs Enforcement (ICE)

Scalable Ways to Implement Flexible Tasks (SWIFT)

Performance Work Statement

(PWS)

Office of the Chief Information Officer (OCIO)

500 12th Street, SW

Washington, D.C. 20536

2/25/2022

Table of Contents

1.0 Background

2.0 Scope

2.1 Platform as a Service (PaaS)

2.2 Hyper Automation

2.3 Visualization

2.4 Collaborative Services

2.5 Solution and System Testing

3.0 Tasks

4.0 Deliverables and Delivery Schedule

4.1 Project Plan and Schedule

4.2 Quality Control Plan

4.3 Progress Reports, Status Reports & Program Reviews

5.0 Other Direct Costs

6.0 Period Of Performance

7.0 Place Of Performance

8.0 Government Furnished Equipment and Information

9.0 Key Personnel

10.0 SECURITY REQUIREMENTS

GENERAL

PRELIMINARY FITNESS DETERMINATION

BACKGROUND INVESTIGATIONS

TRANSFERS FROM OTHER DHS CONTRACTS:

CONTINUED ELIGIBILITY

REQUIRED REPORTS

SECURITY MANAGEMENT

INFORMATION TECHNOLOGY SECURITY CLEARANCE

INFORMATION TECHNOLOGY SECURITY TRAINING AND OVERSIGHT

11.0 Constraints

12.0 Applicable Documents

13.0 Data Accessibility

13.1 Accessibility of Government-owned data

13.2 Minimum Data Access Capability

13.3 Enhanced Access Capabilities

14.0 Section 508 Requirements (include in the SOW, PWS, or SOO)

14.1 Section 508 Requirements for Technology Products (include in the SOW, PWS, or SOO)

14.2 Section 508 Requirements for Technology Products (include in the SOW, PWS, or SOO)

14.3 Section 508 Requirements for Technology Products (include in the SOW, PWS, or SOO)

14.4 Section 508 Requirements for Technology Products (include in the SOW, PWS, or SOO)

14.5 Section 508 Requirements for Technology Services (include in the SOW, PWS, or SOO)

14.6 Section 508 Deliverables (include in the SOW, PWS, or SOO)

15.0 APPENDIX A. General Cybersecurity Contract Requirements

16.0 APPENDIX B. Cloud Services Contract Requirements

17.0 SAFEGUARDING OF SENSITIVE INFORMATION (MAR 2015)

1.0 Background

The Department of Homeland Security (DHS) was created by enactment of HR 5005, the Homeland Security Act of 2002. DHS’ primary mission is the protection of the American people and includes:

• Preventing terrorist attacks within the United States.

• Reducing the vulnerability of the United States to terrorism.

• Minimizing the damage, and assisting in the recovery, from terrorist attacks that do occur with the United States.

U.S. Immigration and Customs Enforcement (ICE) is the largest investigative arm in DHS and is responsible for identifying and shutting down vulnerabilities in the nation’s border, economic, transportation and infrastructure security. ICE enforces federal laws governing border control, customs, trade, and immigration to promote homeland security and public safety. ICE was created in 2003 through a merger of the investigative and interior enforcement elements of the former U.S.

Customs Service and the Immigration and Naturalization Service (INS). ICE now has more than 20,000 employees in more than 400 offices in the United States and 46 foreign countries. The agency has an annual budget of approximately $6 billion, primarily devoted to two operational directorates

— Enforcement and Removal Operations (ERO) and Homeland Security Investigations (HSI). These two operational directorates are supported by, and coordinate with, Management and Administration (M&A) and the Office of the Principal Legal Advisor (OPLA), to advance the ICE mission.

The Office of the Chief Information Officer (OCIO) is responsible for the overall management, planning, development, deployment, operation, maintenance, coordination, and evaluation of ICE technology programs and activities. These Information Technology (IT) services and products enable ICE and DHS to meet their respective missions. To meet these goals, OCIO has developed several critical IT initiatives that will help ICE modernize its IT systems, adapt, and conform to modern IT management disciplines, and provide IT solutions throughout ICE. While OCIO accepts primary responsibility for continuous improvement in the provisioning of IT-related services, effective implementation, and the use of these services, it relies heavily on a strong partnership between OCIO and the operational directorates.

OCIO’s specific responsibilities include:

• Acquisition and support of IT and telecommunications hardware, software, and services.

• Requirements-based design and development of unique IT to support ICE mission objectives.

• Technology support of existing IT applications.

• Development, implementation, and evaluation of the effectiveness and efficiency of the ICE OCIO program including resource utilization and service delivery.

• Integration of ICE strategic planning with automated information systems and strategic planning activities to produce high value and cost-effective mission results.

• Ensuring compliance with DHS/ICE Capital Investment, IT Investment Management, System Lifecycle Management (SLM), and IT Security policies and procedures.

The Enterprise Platform Services Branch (EPSB) is leading the Center of Excellence (COE) in support of mission critical technology solutions. EPSB provides ICE with a creative delivery strategy designed to expeditiously support the integration, customization, and development of ICE applications and systems on a variety of platforms. Empowering the ICE workforce to achieve these solutions in an accelerated fashion is the core of the branch’s mission. EPSB uses an Accelerated Service Delivery Methodology (ASDM) to achieve optimum customer service and enhanced time to delivery. The services offered in this branch include acquisition management, development support, standards of practice for cloud-based platforms, and program management support. EPSB is organized in four separate work domains: Platform as a Service (PaaS), Hyper Automation, Analytics and Visualization, and Collaborative Services. The branch strives to provide the ICE enterprise with cost efficiency, optimum quality of service, and the reduced risk of a single point of failure. EPSB encourages cross collaboration within OCIO and its partners. The offerors will be providing recommendations and support to improve COE processes.

OCIO is open to remote work for contractors, however there could be task orders that requirements onsite support. These details will be included in the task orders.

2.0 Scope

The scope of the anticipated contract is to provide the ICE/OCIO with all necessary administration, supervision, service, operational and maintenance (O&M), development, and performance resources needed to support PaaS, Hyper automation, Visualization and Collaborative service, it’s associated development and test environments, custom applications, and ensure continued reliability and availability of these resources. The contractor will provide support for existing and prospective systems while the agency expands the operational model to include additional ICE programs and offices, evaluates the adoption of new and emerging technologies, as well as new software and alternative hosting options.

The contract will provide development and O&M support for the Enterprise Platform Service and any applications to be defined at the task order level. This operational support will encompass general support, bug fixes and patching, application troubleshooting for any identified issues, coordination with other OCIO division in the identification and resolution of these problems, user management, and support for site and system changes due to changes to external data sources as well as other similar O&M activities.

This anticipated contract seeks to provide support for use of the technologies in all four of the functional domains identified in this section for the ICE enterprise. The scope described in this PWS includes the people, processes, and tools required to provide a healthy, reliable, scalable, interoperable and adoptable platform tool solutions inclusive of Platform and Software Configuration, Development, Integration, Modernization, Expansion, Customization, Implementation, Provisioning, Administration, and Operations & Maintenance Support services across the lanes of: Program Management, Solutions Architecture, Business Process Integration & Automation, Project Management, Asset Management, Configuration Management Database, Service Catalog, Demand Management, Release Management, Change Management, Cloud, Cyber Security, Incident Management, Problem Management, Event Management, Performance Analytics, Knowledge Management/Transfer, Continuous Improvement, and Transition In/Out Support.

Automation, continuous integration (CI), and continuous development (CD) are viewed by the Office of the Chief Information Officer (OCIO) as paramount to being able to successfully deliver value to our customers. Strong DevSecOps practices and procedures are crucial to fulfilling the required objectives.

The diagram below depicts the solution delivery process that the contractor will be expected to follow during performance of tasks. Step 1 and Step 6 (acceptance tests) will be completed by the Government. Step 2 -5, step 6 (implement functionality), and step 7-10 will be completed by the contractor.

The Center or Excellence will be categorized by the following four domains:

2.1 Platform as a Service (PaaS)

Technologies/Platforms: ServiceNow, MS PowerApps and MS Dynamics. ICE and the SWIFT awardees will continue to assess new and emerging technologies.

Description of work:

The goal of PaaS is to create modernized solutions within the platform(s) to deploy workflow automation with an emphasis on enhanced user experience, including self-service and mobility. The ServiceNow platform is an integral technology in the service delivery model and specializes in IT services management (ITSM), IT operations management (ITOM), and IT business management (ITBM). ServiceNow offerings are centered around what is referred to as a “service model” that enables self-service. ICE’s tasks, activities and processes occur as cloud services, overseen as part of a comprehensive managed workflow that supports real-time communication, collaboration, and resource sharing. ICE utilizes ServiceNow as a solution for ITSM, human resources, security, customer service, software development, facilities, field service, marketing, finance, and acquisitions.

ICE plans to leverage the ServiceNow platform to deploy workflow and testing automation with an emphasis on enhanced user experience and unlock productivity for employees and the enterprise. The solutions will simplify the complexity of work on a single, enterprise cloud platform. ICE leverages the ServiceNow Government Community Cloud solutions. ICE is open to the many third-party products built on the ServiceNow platform. In addition, ICE will continue to develop low code custom developed applications that deliver mission value. ICE is expanding their use of ServiceNow to include the following capabilities: case tracking, approvals, workflows, notifications, data analytics, systems integration, and mobile capabilities. ServiceNow is designed to allow rapid application development with standards-based framework and third-party tools.

All ICE Employees can access the ServiceNow Service Portal and submit IT Service Requests via Enterprise Service Platform Service Desk.

PaaS Goals:

• Ensure continuous delivery of services as described on section 2.1

• Implement industry tools and standards with a structured approach

• Provide proactive delivery solutions

• Implement process that delivers governance

• Deliver governance functions and processes /operating model

• Measurable governance performance

• Combine processes, best practices, management, and end user support

The referenced goals will be used to develop future task orders.

The contractor will provide support for application development, existing platform environments and prospective workflow/testing automations while the agency expands the operational model to include additional ICE programs and offices, evaluates the adoption of new and emerging technologies, as well as new software and alternative hosting options.

The contractor will develop low code custom developed applications that align with mission need, in addition to Operations and Maintenance (O&M) support for the Enterprise Platform Services and any applications to be defined at the task order level. This operational support will encompass general support, bug fixes and patching, application troubleshooting for any identified issues, coordination with other OCIO division in the identification and resolution of these problems, user management, and support for site and system changes due to changes to external data sources as well as other similar O&M activities. SWIFT awardees will be responsible to analyze requirements and implement functionalities. 2.2 Hyper Automation

Technologies/Platforms: RPA, UiPath, Artificial Intelligence, and Machine Learning. ICE and the SWIFT awardees will continue to assess new and emerging technologies using government cloud-based solutions for sustainment and development of Hyper Automation capabilities.

Description of work:

Hyper Automation is a business-driven, controlled approach that ICE uses to identify, vet and automates IT processes. Hyper Automation involves the orchestrated use of multiple technologies, tools, or platforms, including Artificial intelligence (AI).

ICE utilizes UiPath and Power Automate for Robotic Process Automation (RPA) as the technology that allows anyone to configure computer software, or a “bot” to emulate and integrate the actions of a human interacting within digital systems to execute a business process.

ICE is using RPA robots for mimicking many human user actions. They log into applications, move files and folders, copy, and paste data, fill in forms, extract structured and semi-structured data from documents, scrape browsers, and more.

ICE follows the principle that each “bot” when it’s process definition and configuration are aligned provides:

•A full set of features for at least one capability •A Minimum Viable Product (MVP) with input(s) and output(s)

•An investment in a desired change of resource allocation

The “bot” will not:

•Replace, think for or like a human –knowledgeable people become more critical •Operate on its own –they all rely on underlying systems and digitized data •Work forever, adapt, and apply for everyone

Hyper Automation goals:

Provide working automations into the hands of end users Deliver governance functions and processes /operating model with measurable governance performance Human Governed Data-Driven Automations: document understanding, machine learning, prescriptive analytics, and other narrow AI-type skills Measure success criteria for intake process and commitment

Sample use case for machine learning:

Fred, a contractor, is a data scientist working for ICE. As part of his daily tasks, Fred works with program offices to create automation process improvement. One of the projects is to work with an ICE program office to create a machine learning/predictive algorithm to help predict future staffing needs and retention. Based on the information provided from the program office, Fred comes into the platform, he documents processes used for staffing projections and retention programs, identifies several data sources that are restricted to approved personnel, and requests access to them from authorized government officials. Fred creates a process automation to summarize and present staffing data from multiple sources. He also researches historical data and finds a sample code set for a predictive algorithm that can be adapted to his needs. Once he has government approval to access all data sources, he requests an analytical stack focused on Python machine learning libraries. He uses machine learning to develop the predictive algorithm he needs, creates a Python script from it that will be used, and the stack is retired. All the code that he developed both for the machine learning model and the algorithm is stored in GitHub for future reference. After his stack is retired, he and the ICE offices are still able to connect to the data sources via the machine learning pipeline to update the training based on real-world updates. Fred achieved machine learning algorithm results that are specific data driven recommendations and improvement for the program office and indicate where process improvement data collection and manipulation can be made for staffing projections and retention.

The contractor will provide support for existing and prospective robotic, automation applications, and hyper automation infrastructure while the agency expands the operational model to include additional ICE programs and offices, evaluates the adoption of new and emerging technologies, as well as new software and alternative hosting options.

The contract will provide development and O&M support for the Enterprise Platform Service and any applications to be defined at the task order level. This operational support will encompass general support, bug fixes and patching, application troubleshooting for any identified issues, coordination with other OCIO division in the identification and resolution of these problems, user management, and support for site and system changes due to changes to external data sources as well as other similar O&M activities. The contractor will help enforce and adhere to platform standards while enabling citizen development when necessary.

2.3 Visualization

Technologies/Platforms: Dashboards and reporting via microservices, Tableau, Qlik, and PowerBI.

ICE and the SWIFT awardees will continue to assess new and emerging technologies.

Description of work:

The goal of the ICE Data Visualization platform is to empower ICE user communities with the ability to leverage visualization utilities to make data driven decisions.

Visualization goals:

FY22 Q3 deploy visualization mobile application Develop protocols for content certification and promotion for ICE’s public reporting platform Explore data repository solutions supportable within the ICE architecture Automate data refresh(es) and transparency efforts Launch license management strategy Create enterprise-wide metrics dashboards

Sample use cases for data visualization and advanced analytics:

*The government employee use case highlights the need for a solution delivery for an ICE field user.

The contractor will assist in carrying out a solution.

Sally, a government employee and product owner, is a data analyst working for ICE Security who needs to analyze data and create reports related to vulnerabilities found to determine where to focus efforts for remediation. She comes into the web portal for data analytics, identifies several data sources for this, and find a previous project that is very similar to what she is doing. She requests access to all data sources; once the data source owners approve access she is notified. She comes back to the portal, requests a reporting-focused stack, and it is approved by her federal lead. The environment is created with connections to her data sources, she checks out the analytical code from the previous stack to help her get started, and she uses Tableau Desktop within the environment to create and publish reports to Tableau Server with a live connection to the data source, and the environment is retired when she's done. Any useful code that she generated during the process is captured and stored in GitHub for future reference. After the environment is retired, the connections to her data sources are persisted so that Tableau Server can continue pulling a live feed of the data.

All access to the dashboards she creates are managed within Tableau Server based on Active Directory group membership.

Julie, a contractor, is a data scientist working for ICE Enforcement. At the direction of the program office, she has a need to analyze trends in immigration statistics for the last three years. She has done this type of analysis before and needs to analyze additional metrics. She comes into the platform and requests a stack using her existing access to the data sources that she needs; connections are created for the new environment through the proxy service. She pulls the code from her previous project, modifies it as needed, and ingests and transforms the data that she needs for the purpose of her analysis using the Reporting Data Repository. She creates several visualizations using opensource tools, and stores those in Confluence as PDF documents. Her code is captured for reference, and her environment is retired. As she does not need persistent connections to her data sources, the connections within the proxy service are removed and the data that was generated is archived.

The contractor will provide support for existing and prospective visualization utilities, advanced analytics and microservices while the agency expands the operational model to include additional ICE programs and offices, evaluates the adoption of new and emerging technologies, as well as new software and alternative hosting options.

The contract will provide development and O&M support for the Enterprise Platform Service and any applications to be defined at the task order level. Additionally, O&M activities applies maintaining software, such as Tableau, PowerBI, and/or Qlik platform and maintain dashboards.

This operational support will encompass general support, bug fixes and patching, application troubleshooting for any identified issues, coordination with other OCIO division in the identification and resolution of these problems, user management, and support for site and system changes due to changes to external data sources as well as other similar O&M activities. These tasks will be performed at the server and desktop environments.

2.4 Collaborative Services

Technologies/Platforms:

SharePoint, Information web content management (ICE.gov), Intake, tech strategy and customer outreach. ICE and the SWIFT awardees will continue to assess new and emerging technologies.

Description of Work: The Collaborative Services domain primarily focuses on supporting SaaS services such as SharePoint Online, Teams, OneDrive, and Planner. The Collaborative Services Team will lead the effort to manage and maintain the customer initiation process, a digitized intake process developed for EPSB. This includes training, customer outreach and Enterprise Service Center. Historically collaborative services have a contract staff of 30-45 employees.

ICE currently has 30,000+ employees utilizing the Collaborative Services. SharePoint Online and Teams currently averages 2.2 million-page views a month, 17,000 unique visitors and 110,000 page views per day. The collaboration platforms and applications host 14TB of data hosted on 6900 site collections, and custom solutions/applications. Azure Cloud VA GCC hosts the ICE Tenant of our services located in Boydton, VA and with alternate location in Des Moines, IA. For ATO requirements, please refer to section Authority to Operate (ATO) /Appendix A.

All ICE directorates, programs, headquarter and field offices access and utilize this platform to promote efficient information sharing and business process improvement. In addition to supporting collaborative functionality for the Agency, the platform is also designated as a General Support System which hosts several custom applications (internal and/or external). These custom applications, which are managed by the OCIO Solutions Delivery Division (SDD), range in complexity and visibility from relatively simple, single office sites to extremely advanced, highly visible, mission critical sites. Collaborative Services leverages existing IT investments, acquisitions, and a common, dedicated infrastructure. The tool employs numerous technical, and policy driven guidelines to protect Agency data and employee privacy information.

The contractor shall provide ICE collaboration sites, such as Teams and SharePoint, website support for all aspects of development, collaboration, training, reporting, documentation, and outreach, etc.

The contractor shall use the latest technologies associated with digital graphic design and shall ensure that all related design support is compatible with Enterprise Platform Services and web standards and industry best practices. The contractor shall stay abreast of emerging technologies in new media, particularly design programs available from Adobe Creative Suite such as Dreamweaver, Fireworks, Illustrator, Photoshop, and Acrobat.

The Contractor shall stay abreast of emerging technologies and shall provide the technical expertise and support identifying, coordinating, and implementing new technologies into the Enterprise Platform Service environment. The contractor will follow the governance process documentation owned by OCIO.

Collaborative goals:

• Assess and match the scope of the solution

• Develop dashboards for user stories

• Ensure continuous delivery of services as described above

• Measure success criteria for intake process

• Continue adoption of modern M365 services

• Deliver governance functions and processes for all services in M365

• Deliver measurable governance performance

• Identify opportunities for appropriate use of technologies

• Combine processes, best practices, and address end user support services

• Expand Mobile access to M365 services

2.5 Solution and System Testing

The contractor shall provide solution and system testing support for all solutions and custom scripts developed by the vendor of each domain. The Tester shall perform requirements review and create test cases, automated test scripts to support test automation activities based on the requirements gathered. Tester shall validate developed applications meet the stated requirements. The test plan will include durations for performing necessary testing, developing test scripts, documenting findings, and identified defects and other appropriate test plan information. The contractor’s code shall meet the functional and non-functional requirements, such as performance, security, and database developments. The tester shall support the testing of developed tools, utilities, functionalities in preparation for ICE Integration and Evaluation and user acceptance testing requirements in support of the Enterprise Platform Services priorities.

3.0 Tasks

The specific tasks for each project will be defined at the task order level. Tasks for the domains will include some or all the following items:

Oversees the platform strategic roadmap for each domain and ensures it aligns to measurable business outcomes.

Creates and enforces the strategic vision and direction for the platform, including outcomes to be delivered.

Establishes the relevance of the platform within the enterprise.

Leads strategy biweekly governance meetings as part of the executive steering committee and acts as the point of approval authority and the final point of escalation for all decisions and policies that govern the platform.

Builds out a funding model for Enterprise Platform Services.

Sets guiding principles and success criteria for projects, removes barriers for completion, and approves closing projects.

Acts as primary point of contact for customer resources, project activities, and escalations as required to achieve expected outcomes Plans project scope and establishes measurable goals Establishes the project’s timelines and manages the project, including escalations, to complete the project on schedule and within budget Works closely with the platform engagement manager and all other team members to plan, manage, and deliver releases Attends project governance meetings and scrum meetings, if applicable Organizes the project kickoff and process workshop(s) Facilitates activities through training, testing, go-live, and post go-live support Captures business and user requirements (as stories for agile shops) for all ICE business units.

Ensures requirements are understood, developed, tested, and delivered to specification Owns the relationship with project stakeholders to identify, prioritize, model, and document business, process, and data requirements Represents project stakeholders throughout planning, development, and release processes Works with the platform team to develop release estimates Supports the testing effort Works with stakeholders to drive adoption Assesses group and individual training needs Creates and maintains training materials Plans, develops, and delivers comprehensive learning programs Responsible for training the platform team and the entire organization on how to use the platform for the best employee experience Coordinates customer training activities, including the training plan, and training execution Coordinates all decisions and execution of internal communications to stakeholders related to the deployment within the platform Delivers internal information according to a communications plan to prepare the organization for the Now Platform and its functionality Supports creating the overall roadmap and shapes demand for enterprise platform consumption.

Ensures platform team alignment with the business strategy, roadmap, and platform governance policies.

Has ownership and oversight of the platform instances, the core platform team, and any escalations.

Maximizes value by identifying additional business outcomes the platform allows.

Presides over the technical governance board and is involved in all governance components.

Presides over design configuration decisions to ensure a seamless user experience that aligns with the platform design strategy.

Designs, develops, configures, and customizes (when necessary) applications and services Delivers new functionality across applications

4.2 Quality Control Plan

The Contractor shall submit a Quality Control Plan which describes how quality controls will be implemented in the support services. This plan shall be submitted thirty (30) days after the Task Order award.

4.3 Progress Reports, Status Reports & Program Reviews

The Contractor shall prepare a monthly progress report. Initial reports are due to the COR thirty (30) days after Task Order kickoff and every thirty (30) days thereafter until the last month of performance; the final delivery will occur ten (10) days before the end of the final option period and will summarize performance during the period of performance and provide the status of any planned transition activity. The monthly report shall contain the following:

Description of work planned Description of work accomplished Analysis of the difference between planned and accomplished, including articulation of dependencies, encumbrances, changes and/or delays Work planned for the following month Open issues

5.0 Other Direct Costs

The Contractor is not authorized to incur any ODCs without the prior written approval of the COR on an ICE Request for ODC Authorization form. There are two types of ODCs applicable under this order: Material and Travel. This CLIN does include license acquisition as well. The contractor may not incur costs more than the funded value for either of these items.

Material: (defined at the task order level) Materials are those incidental items that are not included in the SWIFT IDIQ but are chargeable under the Task Order.

However, materials shall not include items such as training, software tools, and other materials needed by the Contractor to provide personnel under this Task Order.

Travel: (defined at the task order level) The Contractor must obtain advance written approval from both the OCIO PM and the COR for all travel performed. Any travel expenses incurred, without prior written approval from the OCIO PM and the COR, will not be reimbursed by the Government. Travel expenses will be reimbursed based on the Federal Travel Regulations and the per diem rates established by the General Service Administration (meals and incidental expenses) in effect at the travel location, with lodging reimbursed at actual costs.

Local travel under this Task Order is not authorized. Actual travel time incurred by the Contractor shall not be subject to reimbursement.

6.0 Period Of Performance

The period of performance of this multiple award IDIQ vehicle will include a 5-year base period with no options.

7.0 Place Of Performance

Primary place of performance will be tele-work until further notice. ICE has a location on Bren Mar Drive in Alexandria VA and at 5710 West Chandler Blvd, Chandler, AZ 85226 that may be used for meetings if requested by ICE or the contractor. ICE currently requests that support be provided virtually, unless circumstances require a physical presence, in which case the contractor local office facilities and resources should be utilized. In addition to the above, if needed other U.S. Government locations in the DC metro area may be used for meetings.

There will be required virtual meetings and briefings through Microsoft Teams, e-mail, and/or telephone conferences. The delivery of on-site services shall be executed based on schedules established through communication with the COR. The day-to-day supervision and direct control over the work performed by on-site Contractor personnel will be the sole responsibility of the Contractor.

8.0 Government Furnished Equipment and Information

If required, the government will provide only that property which is required to configure a suitable workstation, telephone, and office environment for assigned personnel. The telephones shall be used for work purposes only or for emergency calls. The Contractor’s employees shall keep workstations neat and tidy. The Government reserves the right to require an employee to remove any item that violates Equal Employment Opportunity laws, has the actual or the appearance of sexual harassment, or is not of a professional nature.

The Contractor shall keep an inventory of Government-furnished equipment (GFE), which shall be made available to the COR. All GFE shall be entered into ICE’s Property Inventory System (Sunflower) within 48 hours of receipt.

The Contractor shall be responsible for providing all reference tools, training tools, and supplies to their personnel. A meeting room will be provided for the Contractor to conduct interviews, meetings, and other activities. Any equipment furnished by the Government to the Contractor to perform work under this Task Order will be returned to the Government at the termination of the task order.

9.0 Key Personnel

All personnel supporting this procurement shall require access to sensitive but unclassified (SBU) information. SBU is unclassified information for official use only. Contractor employees that do not have a security clearance and require access to SBU information will be given a suitability determination. If it is determined access to classified information will be required, the COR will contact PSU Industrial Security for additional guidance.

Information Security Analyst Determines enterprise information assurance and security standards.

Develops and implements information assurance/security standards and procedures.

Coordinates, develops, and evaluates security programs for an organization. Recommends information assurance/security solutions to support customers’ requirements.

Identifies, reports, and resolves security violations.

Establishes and satisfies information assurance and security requirements based upon the analysis of user, policy, regulatory, and resource demands.

Supports customers at the highest levels in the development and implementation of doctrine and policies.

Applies know-how to government and commercial common user systems, as well as to dedicated special purpose systems requiring specialized security features and procedures.

Performs analysis, design, and development of security features for system architectures.

Analyzes and defines security requirements for computer systems which may include mainframes, workstations, and personal computers.

Designs, develops, engineers, and implements solutions that meet security requirements.

Provides integration and implementation of the computer system security solution.

Analyzes general information assurance-related technical problems and provides basic engineering and technical support in solving these problems.

Performs vulnerability/risk analyses of computer systems and applications during all phases of the system development life cycle.

Scrum Master

Assists the team agree on what they can achieve during each development sprint (or another period).

Facilitates the daily standup (sometimes called the daily scrum) and helping the team reach a consensus.

Helps the team make progress on the project by ensuring each person is working on the right tasks, helping to remove any obstacles to the team members’ progress, and protecting the team from distractions.

Software Applications Developer

Designs, develops, enhances, debugs, and implements software. Troubleshoots production problems related to software applications.

Researches, tests, builds, and coordinates the conversion and/or integration of new products based on client requirements. Designs and develops new software products or major enhancements to existing software.

Addresses problems of systems integration, compatibility, and multiple platforms.

Consults with project teams and end users to identify application requirements.

Performs feasibility analysis on potential future projects to management.

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

Resolves problems with software and responds to suggestions for improvements and enhancements.

Acts as team leader on projects.

Instructs, assigns, directs, and checks the work of other software developers on development team.

Participates in development of software user manuals.

Software Developer, Systems Software Formulates/defines specifications for complex operating software programming applications or modifies/maintains complex existing applications using engineering releases and utilities from the manufacturer.

Designs, codes, tests, debugs, and documents those programs.

Provides overall operating system, such as sophisticated file maintenance routines, large telecommunications networks, computer accounting, and advanced mathematical/scientific software packages.

Assists all phases of software systems programming applications.

Evaluates new and existing software products.

Management Analyst

Formulates and defines systems scope and objectives based on both user needs and a thorough understanding of business systems and industry requirements.

Devises or modifies procedures to solve complex problems considering computer equipment capacity and limitations, operation time, and form of desired results. Includes analysis of business and user needs, documentation of requirements, and translation into proper system requirements specifications.

Provides consultation on complex projects and is considered to be the top-level contributor/specialist of most phases of systems analysis, while considering the business implications of the application of technology to the current and future business environment.

Database Architect

Designs and builds relational databases. Performs data access analysis design, and archive/recovery design and implementation.

Develops strategies for data acquisitions, archive recovery, and implementation of a database.

Works in a data warehouse environment, which includes data design, database architecture, and metadata repository creation.

Translates business needs into long-term architecture solutions.

Defines, designs, and builds dimensional databases.

Develops data warehousing blueprints, evaluating hardware and software platforms, and integrating systems.

Reviews and develops object and data models and the metadata repository to structure the data for better management and quicker access.

Database Administrator

Provides all activities related to the administration of computerized databases.

Projects long-range requirements for database administration and design in conjunction with other managers in the information systems function.

Designs, creates, and maintains databases in a client/server environment.

Conducts quality control and auditing of databases in a client/server environment to ensure accurate and appropriate use of data.

Advises users on access to various client/server databases.

Designs, implements, and maintains complex databases with respect to JCL, access methods, access time, device allocation, validation checks, organization, protection and security, documentation, and statistical methods.

Applies knowledge and experience with database technologies, development methodologies, and front-end (e.g., COGNOS)/back-end programming languages (e.g., SQL). Performs database programming and supports systems design.

Includes maintenance of database dictionaries, overall monitoring of standards and procedures, file design and storage, and integration of systems through database design.

Training and Development Specialist

Responds to and diagnoses problems through discussion with users.

Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps.

Supervises operation of help desk and serves as focal point for customer concerns.

Provides support to end users on a variety of issues.

Identifies, researches, and resolves technical problems.

Responds to telephone calls, email, and personnel requests for technical support.

Documents, tracks, and monitors the problem to ensure a timely resolution.

Provides second-tier support to end users for either PC, server, or mainframe applications or hardware.

Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.

Simulates or recreates user problems to resolve operating difficulties.

Recommends systems modifications to reduce user problems.

Assesses, designs, and conceptualizes training scenarios, approaches, objectives, plans, tools, aids, curriculums, and other state of the art technologies related to training and behavioral studies.

Identifies the best approach training requirements to include, but not limited to hardware, software, simulations, course assessment and refreshment, assessment centers, oral examinations, interviews, computer assisted and adaptive testing, behavior-based assessment and performance, and team and unit assessment and measurement.

Develops and revises training courses. Prepares training catalogs and course materials.

Trains personnel by conducting formal classroom courses, workshops, and seminars.

Ensures that all information systems are functional and secure.

Network and Computer Systems Administrator

Provides technical guidance for directing and monitoring information systems operations.

Designs, builds, and implements network systems.

Directs compilation of records and reports concerning network operations and maintenance.

Troubleshoots network performance issues. Analyzes network traffic and provides capacity planning solutions.

Monitors and responds to complex technical control facility hardware and software problems.

Interfaces with vendor support service groups to ensure proper escalation during outages or periods of degraded system performance.

Manages the purchase, testing, installation, and support of network communications Performs system-level design and configuration of products including determination of hardware, OS, and other platform specifications.

Plans large-scale systems projects through vendor comparison and cost studies.

Performs a variety of systems engineering tasks and activities that are broad in nature and are concerned with major systems design, integration, and implementation, including personnel, hardware, software, budgetary, and support facilities and/or equipment.

Provides quality assurance review and the evaluation of new and existing software products.

Delivers oversight for all information systems operations activities, including computer and telecommunications/communications operations, data entry, data control, administration and operations support, operating systems programming, system security policy procedures, and/or web strategy and operations.

Provides input to policy level discussions regarding standards and budget constraints.

Supervises all personnel engaged in the operation and support of network facilities, including all communications equipment on various platforms in large scale or multi-shift operations.

Supervises complex operations that involve two or more additional functions such as, but not limited to, network operations, systems security, systems software support, and production support activities.

Monitors and responds to hardware, software, and network problems.

Provides the routine testing and analysis of all elements of the network facilities (including power, software, communications machinery, lines, modems, and terminals).

Utilizes software and hardware tools and identifies and diagnoses complex problems and factors affecting network performance.

Troubleshoots network systems when necessary and makes improvements to the network

IT Project Manager

Responsible for all aspects of the development and implementation of assigned projects and provides a single point of contact for those projects.

Defines project scope and objectives.

Develops detailed work plans, schedules, project estimates, resource plans, and status reports.

Conducts project meetings and is responsible for project tracking and analysis.

Ensures adherence to quality standards and reviews project deliverables.

Recommends and takes action to direct the analysis and solutions of problems.

Organizes, directs, and manages contract operation support functions, involving multiple, complex, and inter-related project tasks.

Manages teams of contract support personnel at multiple locations.

Maintains and manages the client interface at the senior levels of the client organization.

Meets with customer and contractor personnel to formulate and review task plans and deliverable items. Ensures conformance with program task schedules and costs.

Leads team on large projects or significant segment of large complex projects.

Analyzes new and complex project related problems and creates innovative solutions involving finance, scheduling, technology, methodology, tools, and solution components.

Provides applications systems analysis and programming activities for a government site, facility, or multiple locations.

Prepares long and short-range plans for application selection, systems development, systems maintenance, and production activities and for necessary support resources.

Oversees all aspects of projects.

Software Quality Assurance Engineer and Tester

Provides development of project Software Quality Assurance Plan and the implementation of procedures that conforms to the requirements of the contract.

Provides an independent assessment of how the project's software development process is being implemented relative to the defined process and recommends methods to optimize the organization's process.

May be responsible for all activities involving quality assurance and compliance with applicable regulatory requirements.

Conducts audits and reviews/analyzes data and documentation.

Develops and implements procedures and test plans for assuring quality in a system development environment which supports large databases and applications.

Technical Writer Researches, writes, edits, and proofreads technical data for use in documents or sections of documents such as manuals, procedures, specifications, special reports, and any other customer deliverables and documents.

Ensures technical documentation is accurate, complete, meets editorial and government specifications and adheres to standards for quality, graphics, coverage, format, and style.

Assists in establishing style guidelines and standards for texts and illustrations. Excellent written communication skills are required.

Web Administrator Updates and maintains handbook and policies/procedures on the agency Web; assisting in developing agency newsletter and civilian benefits communications; recommending new and innovative web uses as well as training and educating employees on the use and benefits of using the Web.

Delivers support in the location and pursuit of content and surveying internal customers to gather feedback for site improvement and enhancements.

Working experience in the following are required: graphic design or a related field, Web-site management, web servers, intranet site structures, and Web-related software (ex. - MS FrontPage, Dream Weaver, MS Access, HTML).

Web Developer Designs and builds web pages using a variety of graphics software applications, techniques, and tools.

Designs and develops user interface features, site animation, and special-effects elements.

Contributes to the design group's efforts to enhance the look and feel of the organization's online offerings.

Designs the website to support the organization's strategies and goals relative to external communications.

Designs, develops, troubleshoots, debugs, and implements software code (such as HTML, CGI, and JavaScript) for a component of the website.

Works with graphic designers and other members of a project team to develop the site concept, interface design, and architecture of the website.

Deploys large web-based transaction systems using application servers.

Researches, tests, builds, and coordinates the integration of new products per production and client require

Service Delivery Manager Work closely with other teams to ensure that all changes to a customer’s cloud environments are smoothly carried out while meeting capacity needs and service level agreements.

Assists with developing, implementing, improving, and reviewing IT service management processes in accordance with ITIL v3 framework.

Assesses ITIL processes and recommends improvements.

Service quality and client expectations are achieved.

Result oriented, successfully monitor, control and support service delivery, ensuring systems, methodologies and procedures are…