CBP-RFI-08142025-001 C4I SOW.pdf

Statement of Work

C4I SYSTEMS MAINTENANCE SUPPORT

AND ENHANCEMENT SERVICES

For

U.S. Customs and Border Protection Air and Marine Operations

Air and Marine Operations Center (AMOC)

Statement of Work (SOW)

C4I Systems Maintenance, Support and Enhancement Services

C4I SOW, 29 Nov 2020, Pageii

TABLE OF CONTENTS

1.0 BACKGROUND

2.0 SCOPE

3.0 APPLICABLE DOCUMENTS

4.0 SPECIFIC TASKS

4.1 Task 1: Project Management

4.2 Task 2: Telecommunications

4.3 Task 3: Maintenance

4.4 Task 4: Technical Documentation and Library Maintenance

4.5 Task 5: Logistical Support

4.6 Task 6: Configuration Management (CM)

4.7 Task 7: Expansion and Reconfiguration

4.8 Task 8: Engineering and Integration (E&I) Support

4.9 Task 9: Enterprise Architecture Compliance

4.10 Task 10: Test and Development Facility Support

4.11 TASK 11: Other Governmental Agency Support

4.12 TASK 12: Surge Operational Requirements

4.13 TASK 13: Security and Data Science

4.14 TASK 14: Hardware and Software Purchases

5.0 DELIVERABLES AND DELIVERY SCHEDULE

5.1 Deliverables and Schedule

5.2 Format

5.3 Government Acceptance Period

6.0 GOVERNMENT FURNISHED EQUIPMENT AND INFORMATION ...35

6.1 Government Furnished Facilities

6.2 Government Furnished Equipment/Information

7.0 PLACE OF PERFORMANCE

8.0 PERIOD OF PERFORMANCE

8.1 Period of performance

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8.2 Work Hours

9.0 SECURITY

9.1 General Requirements

9.2 Compliance with CBP and DHS Security Policy Terms and Conditions

9.3 Encryption Compliance Terms and Conditions

9.4 Security Reporting and Review

9.5 Interconnection Security Agreement (ISA) Requirements

9.6 Personal Identification Verification (PIV) Credential Compliance

9.8 Handling or Processing of Classified

9.9 Cyber-Supply Chain Risk Management

9.10 Employment Eligibility & Separations

9.11 Background Investigations

9.12 Contractor Identification

9.13 Information Technology Security Training and Oversight

9.14 Access to Unclassified Facilities, Information Technology Resources and Sensitive Information

9.15 Security Certification/Accreditation

10.0 SPECIAL CONSIDERATIONS

10.1 Work Product Ownership

10.2 Collaboration

10.3 Accessibility Requirements (Section 508 Compliance)

10.4 Greening the Government (Section 505 Compliance)

10.5 Occupational Safety and Health Considerations

10.6 Telework and Offsite Work

Appendix B: Government Furnished Equipment (GFE)

Appendix C: C4I Equipment List

Appendix D: C4I Operating Locations

Appendix E: Terms of reference and abbreviations

Appendix F: Contract Data Requirements List (CDRL)

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1.0 BACKGROUND

The mission of Department of Homeland Security (DHS) / Customs and Border Protection (CBP) / Air and Marine Operations (AMO) / Air and Marine Operations Center (AMOC) is to protect the American people and the Nation’s critical infrastructure through the coordinated use of integrated air and marine forces to detect, interdict and prevent acts of terrorism and the unlawful movement of people, illegal drugs and other contraband toward or across the borders of the United States.

DHS/CBP/AMO mission supports a concerted and cooperative effort that comprises the use of air, land and sea vehicles, field offices and command and control centers staffed by law enforcement officers, detection enforcement officers, pilots, crew and support staff. These work together to monitor various approaches and interior security missions, to detect illicit trafficking, terrorism and civil unrest, and to direct appropriate interdiction and prevention actions.

The above mission is supported in part by the Air and Marine Operations Surveillance System (AMOSS) and the Intelligence Surveillance Reconnaissance Systems (ISR Systems) that are designated as the Air and Marine Command and Control, Communications, Computers and Intelligence (C4I) systems.

The AMOSS is an accredited system comprised of hardware and software applications. AMOSS provides surveillance data which support the DHS/CBP/AMO/AMOC mission. The AMOSS provides a real-time picture of activity over a wide portion of the Western Hemisphere, by processing a collection of external data and sensor sources imposed over a scalable display which allows system operators to discriminate between “normal” and “suspicious” aircraft, vessels, vehicles and other forms of conveyance. One-way or two-way data communication inputs are supplied to AMOSS by means of multiple networked external sources. Data sources include, but are not limited to datasets from various sensors to include radar plot data, track data, and air movement data. AMOSS extends both nationally and internationally with locations in Mexico supporting Mexico Naval Secretariat (MARINA), Secretariat of National Defense (SEDENA)/ National Center for Surveillance and Protection of Airspace (CENAVI). Additional international support is planned and expected to extend into Canada and the Caribbean.

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The AMOC ISR Systems consists of interconnected software utilities and computer systems allowing Intelligence Surveillance and Reconnaissance mission support data to be shared between data analysts, field operators and CBP Law Enforcement operational decision makers throughout DHS. AMO equipped air platforms send motion video information via “Kurz unten” (KU) band satellite video transmission to the ISR Systems utilities. ISR Systems provides the network connection and storage of mission support data to be shared between systems onboard Unmanned Aircraft Systems (UAS); Ground Control Station (GCS); manned aircraft systems;

Operations Centers; and Office of Intelligence (OI) Processing, Exploitation, and Dissemination (PED) Cells.

2.0 SCOPE

Key Objectives:

• Primary Systems:

o Air and Marine Operations Surveillance System (AMOSS):

Government-owned software running on a Linux platform.

Processes integrated sensors, air movement data, and other data sources to provide real-time surveillance and operational support.

o Intelligence Surveillance and Reconnaissance (ISR) Systems:

Infrastructure includes network transport, storage, security software, and KU-band satellite downlink services.

Supports data sharing and mission-critical operations across AMOC, CRU, and CAMOC.

• Operational Support:

o Maintain and support AMOSS and ISR Systems to ensure 24/7 functionality, including weekends and holidays.

o Provide telecommunications support for AMOC, CRU, and CAMOC, including hardware and software systems.

• Technology Enhancements:

o Expand and improve existing technologies to include:

Offsite suites and Mobile AMOSS clients (M-AMOSS).

Continued development and maintenance of:

AMOSS Virtual Desktop Environment.

WebAMOSS.

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Data mining and AI-driven predictive threat modeling.

• Capability Expansion:

o Enhance CBP’s Air and Maritime capabilities by integrating additional ancillary systems, data, or sensors.

o Improve AMOSS user interface tools and expand ISR Systems’ KU-band satellite downlink support 3 .

• Infrastructure Improvements:

o Expand and upgrade telecommunications infrastructure, including radio and console communication systems at AMOC, CAMOC, and COOP locations.

• Security and Compliance:

o Operate and maintain systems under increased security standards.

o Ensure compliance with configuration management techniques and Agile processes for system updates and modifications.

Additional Notes:

• Personnel Requirements:

o Majority of work is unclassified, but contractor personnel must obtain security clearances for limited classified tasks.

• Definitions:

o Calendar Days: All days in a month, including weekends and holidays.

o Business Days: Monday through Friday, excluding federal holiday.

3.0APPLICABLE DOCUMENTS

3.1 Appendix A, Reserved

3.2 Appendix B, Government Furnished Equipment (GFE). Note: This is only a snapshot list of the GFE, as the equipment may change.

3.3 Appendix C, C4I Equipment List

3.4 Appendix D, C4I Operating Locations

3.5 Appendix E, Terms of reference and abbreviations

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3.6 Appendix F, DD1423 Contract Data Requirements List (CDRL)

4.0 SPECIFIC TASKS

Contractor staffing levels shall address all level of efforts associated with the day to day management, operations, maintenance, engineering and integration, development, logistic support, and expressed expansion efforts associated with AMOSS, ISR Systems and telecommunications. The Contractor is expected to perform at a high level of performance under time sensitive and stressful situations. The Contractor must be staffed accordingly to respond to “short fused” requests and requirements.

4.1 Task 1: Project Management

4.1.1 Management Team: The Contractor shall provide a management team with the authority and resources to fulfill the SOW requirements. A detailed plan demonstrating an understanding of all critical elements and requirements must be submitted.

4.1.2: The Contractor’s proposal shall address and identify projected staffing requirements for the specific tasking associated with section 4.0 Specific Tasks sub-sections 4.1 through 4.11. The Contractor shall include in their response to the solicitation a projected staffing plan identifying specific billets to support each tasking effort. The billet identification must include title, classification, and technical level associated with the billet. Positions that are identified in the SOW as Key Personnel the offeror shall include a resume or if that is not available a detailed capability statement as to minimum level of qualification that position will be filled by. If awarded, the Contractor shall provide resumes for the final selection of all Key Personnel no later than five (5) business days after contract award.

The Contractor’s Staffing Plan will be utilized by the Government evaluation team to determine if the specific tasking is addressed and understood by the offeror.

Key Personnel are identified to be the:

• AMOC Project Manager, on-site, full-time

• AMOC Sr Systems Engineer, on-site, full-time

• AMOC Engineering & Integration Manager, on-site, full-time

• AMOC Sr Scientist, full-time

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• AMOC Sr. Database Administrator, on-site, full-time

4.1.2.2: The on-site, full-time Project Manager (PM) at the AMOC shall:

a) Demonstrate 10 plus years’ experience with the following:

i. Providing overall leadership, management and supervision of C4I project resources to ensure:

• Work standards are formulated and enforced;

• Schedules are created and manipulated to meet real-time mission priorities, as required or as needed to increase the efficiency of the labor pool;

ii. Reviewing work discrepancies, supervising personnel and communicating policies, purposes and goals of the organization to the subordinates;

iii. Leading a C4I multi-discipline team

iv. Representing the company in all matters related to the contract

v. Assigning and managing customer projects

vi. Supervisory/management experience in engineering, communications, and/or computer related fields

b) Represent the Contractor at technical meetings;

c) Act in direct liaison with the government Contracting Officer (CO), Contracting Officer’s

Representative (COR) and program managers who will establish the priority of work.

d) Ensure qualified personnel are available and prepared for travel to offsite locations as needed to support C4I systems and users.

4.1.2.3: The on-site, full-time Sr Systems Engineer at the AMOC shall:

i. Evaluate, analyze C4I communications capability and interoperability;

ii. Evaluate, analyze C4I communications infrastructure capability, capacity and interoperability;

iii. Evaluate, analyze the installation of C4I serial and IP radar and other C4I sensor inputs

iv. Evaluate, analyze the general state of network cabling, infrastructure to ensure it meets industry standards and configuration requirement and policy.

v. Conduct bandwidth analysis of the network and communication infrastructure to ensure efficient stable operation.

vi. Oversees and verifies system, network and communication as wired and data flow technical drawings;

b) Represent the Contractor at technical meetings;

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4.1.2.4: The on-site, full-time Engineering & Integration (E&I) Manager at the AMOC shall:

i. Manages and directs the advanced C4I work of the Engineering and Integration team;

ii. Evaluates, analyzes, redesigns, and enhances C4I user interfaces, utilizing C, C++ and Gimp Tool Kit (GTK), Google Protocol Buffers;

iii. Evaluates, analyzes, designs, redesigns, enhances C4I and sensor air and maritime movement data systems utilizing C, C++

iv. Oversees and verifies system as wired and data flow technical drawings;

v. Oversees and assists with the updating of Maintenance Manuals and other contract required documentation;

vi. Oversee the development and maintenance of C4I ancillary systems.

b) 10 plus years supervisory/management experience in engineering, communications, and/or computer related fields

c) Represent the Contractor at technical meetings;

4.1.2.5: The full-time Sr Scientist shall:

a) Have a minimum of a Master’s Degree in Computer Science, Math, Physics or related field

b) Demonstrate 10 plus years’ experience with the following:

i. Evaluates, designs, re-designs, compiles, re-compiles, recodes C4I tracker and correlator, as required, to react to the ever changing user community requirements for target detection, utilizing:

• Adaptive Kalman filters for plot time tag smoothing and for azimuth and time tag registration

• Munkres optimal assignment algorithm is used to resolve ambiguous plot-to-track correlations

ii. Designs and implements new advanced C4I interfaces to accept and export new sensors. Redesigns existing C4I interfaces, as required to meet mission requirements.

iii. Performs C4I system design, software development, system configuration, planning and implementing installations, system upgrade and updates, documentation and provides system drawings;

iv. Advanced programming in C, C++

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4.1.2.6: The on-site, full-time Sr Database Administrator III (DBA) at the AMOC shall:

a) Demonstrate 10 plus years’ experience with the following:

i. Performs all aspects of advanced Oracle environment System Administration for development, test and production activities;

ii. Diagnoses and debugs complicated performance, connectivity, and security issues involving critical C4I Oracle applications

iii. Provides all C4I Oracle DBA support in such areas as proactive performance tuning and monitoring, trouble-shooting, back-up and recovery, partitioning, installations and configurations;

iv. Have the ability to write and update PL/SQL statements and the maintenance of Oracle Database;

v. Build, Modify and data query interfaces for visualization tools using Elasticsearch and OpenLayers

vi. Supports Law Enforcement and Operations by providing specialized Oracle Reports

b) Performs weekly, monthly and bi-monthly Oracle data updates

4.1.3 Contract Workforce: All key personnel and non-key personnel shall meet the requirements (i.e. education standards, work experience, etc.) stated below and as specified in the Alliant II contract. If there are any unique or additional requirements specified below then these requirements take precedence.

Personnel and Staffing Mix: The offeror shall describe the personnel resources and staffing mix that will be employed for this project and demonstrate how these resources will meet the SOW requirements. A list of names and proposed duties of the professional personnel, consultants, and subcontractor employees assigned to the project shall be also provided. Offerors may demonstrate their capability to meet the Government's requirements by providing position descriptions and qualifications for categories or personnel intended for this project or by inclusion of sample resumes.

4.1.3.1 Education: Possess the required education commensurate with the position he/she is filling, with a minimum of a high school diploma or equivalent.

4.1.3.2 General Experience : two (2) years of any type experience demonstrating:

(a) The ability to effectively interact with personnel from various backgrounds and personalities;

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(b) The ability to read, understand and apply printed rules detailed orders, instructions, and training materials;

(c) The ability to maintain poise and self-control under stress;

(d) The ability to construct, write clear / concise accurate detailed reports.

4.1.3.3 Specialized Experience:

(a) System Administrators: One year computer experience with LINUX, UNIX, or IRIX.

(b) Electronic Technicians: 4 years’ experience in computer systems support, data processing and voice/data systems. Familiar with running and termination of phone cables and data cables (copper, Cat 6, fiber-optics).

(c) Applications Developer II: 10+ years of programming and design experience with C, C++ and Gimp Took Kit (GTK) or 5+ years Web (Internet/Intranet) Development using Apache, OpenLayers and JavaScript.

4.1.3.4 Qualifications : The Contractor shall ensure that personnel are knowledgeable of the requirements of this SOW, trained in the maintenance and support of the mission equipment, maintenance tools, COTS software and hardware, utilized on this program, (see Appendix C) troubleshooting, AMOSS and ISR Systems troubleshooting and the use of applicable test equipment.

4.1.3.5 Physical Requirements : Tasks required by this SOW shall involve physical activities, such as installing hardware in computer racks, installing/pulling cables in cable trays, climbing ladders, installing racks and working in confined areas. The Contractor shall provide a physically capable workforce able to perform all duties specified in this SOW. If individual members of the Contractor’s workforce become unable to perform some or all of the physical duties required by this SOW (either temporarily or long-term), the Contractor may make adjustments to employee work schedules or assignments to accommodate those limitations, so long as all tasks are performed on schedule.

4.1.3.6 Drug Screening :The Contractor will require initial drug screening for all new employees and shall randomly screen 10% of the assigned workforce throughout each contract year. Completion of random testing will be reported in the Monthly Status Report as appropriate. The “annual” period for testing will coincide with the contract period of performance for the base year and option years. The Contractor will notify the Contracting Officer Representative (COR) immediately when an employee fails a drug test. Employees who fail a drug test are to be removed immediately from the available work roster for the C4I Systems Maintenance, Support and Enhancement Services contract employment. The Contractor shall be responsible for the replacement of any such employee.

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4.1.3.7 Key Personnel / Personnel Changes: As part of the proposal, the Contractor shall propose and submit a plan addressing the notification of separating or the long term absence of employees, to include changes to employee fitness for duty and employees who resign or change job responsibilities. The Contractor shall provide a detailed explanation of the circumstances necessitating the proposed substitutions, complete resumes for the proposed substitutions and any additional information requested by the Contracting Officer (CO) and COR. Key Personnel must be approved by both the CO and AMOC COR. In regards to Key Personnel, the CO will notify the Contractor within 15 calendar days after receipt of all required information of the decision on substitutions. The contract will be modified to reflect any approved changes of Key Personnel. The Contractor shall, at a minimum, notify the CO and AMOC COR, of any termination actions of Contractor personnel to ensure that appropriate measure is taken in the protection of all Government assets.

4.1.4 Travel

4.1.4.1: Government directed travel shall be accomplished as a cost reimbursable item. The Government may delay the departure of the Contractor personnel, as required for mission efficiency and in regards to the resolution of maintenance issues consistent with mission priorities. The Government may add to or divert Contractor personnel on a maintenance TDY for additional or other maintenance purposes. Travel shall be coordinated through and approved by the AMOC Systems Program Manager with a copy to the COR.

4.1.4.2 Travel Costs: The Contactor shall be reimbursed in accordance with Federal Acquisition Regulation (FAR) Part 31, as applicable to this contract, including all appropriate indirect costs allocated in accordance with the Contractor's usual accounting practices consistent with the FAR.

Costs incurred for lodging, meals and incidental expenses shall be reimbursed only to the extent that they do not exceed on a daily basis the maximum per diem rates in effect at the time of travel as set forth in the Federal Travel Regulations (for travel in the conterminous United States) and the Joint Travel Regulations (for travel in Alaska, Hawaii, Puerto Rico, and territories and possessions of the United States).

Non-reimbursable Travel: Travel expenses of any kind incurred for personal convenience between home and Contractor’s business location (or, in the case of subcontractor personnel, home and the subcontractor) will not be reimbursed. Costs for travel to and from AMOC involving the Contractor or Subcontractor personnel assigned to AMOC will not be reimbursable under this contract. Any questions concerning DHS / CBP travel policy shall be directed to the CO before costs are incurred.

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(a) Travel for contractor personnel shall be governed by the Federal Travel Regulations, prescribed by the General Services Administration, for travel in the conterminous 48 United States; or

(b) Travel for contractor personnel shall be governed by the Joint Travel Regulation prescribed by the Department of Defense (DOD), for travel in Alaska, Hawaii, The Commonwealth of Puerto Rico, and territories and possessions of the United States; or

(c) Travel for contractor personnel shall be governed by the Standardized Regulations (Government Civilians, Foreign Areas), Section 925, “Maximum Travel Per Diem Allowances for Foreign Areas, prescribed by the Department of State, for travel in areas not covered by (a) and (b), above.

4.1.4.3: The Federal Travel Regulations are available, on a subscription basis, from the Superintendent of Documents, U.S. Government Printing Office, Washington, DC 20402. When ordering, the stock numbers for (a), (b), and (c) above are 922-002-00000-2, 908-010¬00000-1, and 744-008-00000-0, respectively.

4.1.4.4: DHS / CBP shall reimburse travel costs in accordance with the cost principles and procedures of FAR Part 31.205-46, Travel Costs.

4.1.5 Training

4.1.5.1: Qualification/Certification CDRL #___1___: The Contractor shall provide a quality on-the-job training program to ensure personnel are trained and certified prior to performing first tier maintenance, independently. The Contractor shall also perform an annual re-certification not later than 30 April annually for the duration of the contract of first tier maintenance and support personnel and submit a copy of the Certification to the AMOC COR and the CO.

4.1.5.2 Contractor Professional Training: Contractor refresher or new skills professional training in support of this contract will be approved on a case by case basis and will be a cost reimbursable item, as approved by the AMOC COR. The Contractor shall be reimbursed in accordance with FAR Part 31.205-44, as applicable to this contract.

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4.1.6 Quality Assurance Plan (QAP) CDRL #___2___

4.1.6.1: The Contractor shall develop, implement and actively maintain and improve throughout the period of performance of the contract, a comprehensive Quality Assurance Plan in accordance with ISO 9004 to ensure all contractual requirements are met.

4.1.6.2: A draft Quality Assurance Plan is due sixty (30) calendar days after full contract performance start date and on the same date annually thereafter for duration of contract. The AMOC COR shall review the draft for technical sufficiency and return to the Contractor, within fourteen (14) business days following receipt of the Draft Quality Assurance Plan with any changes clearly marked. Upon receipt of the AMOC COR’s comments on the draft, the Contractor shall revise and re-submit the final version within fourteen (14) business days.

4.1.6.3: The plan shall include, at a minimum, problem identification and resolution, measures to improve quality of performance, inspection and reporting of results, corrective actions and actions taken to prevent recurrence of problems. The plan shall contain specific systems (e.g.

inspection, reporting, special QA systems or techniques) to ensure that all requirements are met.

4.1.6.4: All proposed changes to the Quality Assurance Plan shall be approved by the AMOC COR. Complete records of all quality management processes shall be maintained and made available to the AMOC COR during contract performance.

4.1.7 Monthly Status Report (MSR) CDRL #__3___

4.1.7.1: The Contractor shall prepare and submit Monthly Status Report (MSR) electronically to the AMOC COR, AMOC Systems Program Manager (PM), AMOC Systems Deputy Program Manager and CBP Contract Specialist (CS) no later than the 10th of each month. The MSR shall indicate the (contract number, title and time period). A mutually agreed upon MSR format will be determined thirty (30) calendar days after contract award.

4.1.7.2: At a minimum, this report shall include a narrative description of the following areas:

(a) The MSR should include a breakdown of Incident Reports (IRs/trouble tickets) opened and completed during the reporting period, to include:

(1) Any maintenance initial response times not met

(2) Any first-tier maintenance actions (see Task 3) not completed and returned to service in 45 minutes

(3) Any second-tier maintenance actions

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(4) Listing of any failure analysis with short 1 paragraph synopsis of the event

(5) Change Requests (CR) Status

(b) Problems or delays that the Contractor has experienced in the conduct of services, along with recommended solutions

(c) Installations, modifications, enhancements to equipment or software

(d) Upcoming (within next reporting period) installations, modifications, enhancements to equipment or software

(e) Completed training

(f) Listing of completed CDRLs during the reporting period

(g) Invoices submitted and paid during the reporting period

(h) System readiness metrics including Materiel Availability, Materiel Reliability, and Mean Down Time including scheduled and unscheduled downtime.

4.1.8 Program Management Reviews (PMR) CDRL # ___4___

4.1.8.1: The Contractor shall provide quarterly PMRs during the base year and semi-annually thereafter. Program reviews shall be held at locations and on dates mutually agreed upon by the AMOC COR and Contractor.

4.1.8.2: The proposed PMR agenda shall be submitted to the AMOC COR two (2) calendar weeks prior to the scheduled meeting, for review and approval.

4.1.9: Initial “Kick-off” Meeting

4.1.9.1: Within thirty (30) calendar days from Contract award, the Contractor shall meet with the Contracting Officer/Specialist, AMOC COR and other interested CBP personnel at the AMOC Facility located at March Air Reserve Base, Riverside, California for a one (1) day only meeting to discuss the following:

(a) Review any contractual matters, including terms and conditions and deliverables of the resultant Contract;

(b) Review and discuss Section C - Statement of Work of the resultant Contract and to ensure a common understanding of the general requirements; and

(c) Discuss questions from the Contractor concerning any part of the resultant Contract. The Contractor’s questions will be resolved to the satisfaction of both the Contractor and the AMOC

COR.

4.1.10 Status/Project Meetings

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4.1.10.1: The Contractor’s technical staff, as identified by the on-site Project Manager shall meet with the AMOC Government IT staff to discuss any systems issues, project status or prioritization of work, as required, by either the Contractor or Government. These are team-building, technical interchange type meetings that allow for a collaboration of ideas to produce the best possible problem solutions and products. These meetings will take place at a mutually agreed upon place and time with the on-site Project Manager.

4.1.11 Transition Support

4.1.11.1: The Contractor shall provide full cooperation and support during the Government’s designated transition period for the transition of work between the outgoing and incoming contractors. This transition is anticipated to be no more than 60 days. This coordination and work shall include but not be limited to the following:

(a) Coordination with Government and Contractor representatives

(b) Review, evaluation and transition of current support services

(d) Begin training and certification status of any employee transferring to the incoming contractor.

(e) Transfer of all necessary business and/or technical documentation

(f) Transfer of compiled and un-compiled source code, to include all versions, maintenance updates and patches

(g) Orientation phase and program to introduce Government personnel, programs, and users to the Contractor's team, tools, methodologies, and business processes

(h) Assist Government in the removal or installation of government circuit(s) into Contractor Test Facility.

(i) Outgoing contractor’s employee return of all individually assigned equipment.

(j) Transfer and shipment as required, of Government Furnished Equipment (GFE) and Government Furnished Information (GFI) from the outgoing contractor to the Government or Incoming Contractor, as directed by the Government Representative.

(k) Transfer of Government Furnished Equipment (GFE) and Government Furnished Information (GFI) from the government to the incoming contractor.

(l) Applicable contractor in/out-processing and briefing/debriefings

(m) Turn-in of all Government keys, ID/access cards and security codes.

4.1.11.2: All personnel issued GFE will be transferred using a CBP Form 259 that will be maintained by the Local Property Officer (LPO) and a copy will be provided to the AMOC COR. Contractors Out-processing will have a CBP Form 242 completed. Equipment designated for the contractor Test Facility will be listed and annotated in the Equipment Database, a DD

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Form 1149 will be completed and signed by the LPO and Contractor Program or Project Manager. A copy will be provided to the AMOC COR.

4.2 Task 2: Telecommunications

4.2.1 General

4.2.1.1: The Contractor shall support telecommunication services in accordance with current telecommunication industry standards. Services will include such items as: Testing and troubleshooting equipment operation and/or circuit connectivity, interoperability between telecom systems, equipment modifications and configuration, Basic Input Output System (BIOS) upgrade and patching, installation and upgrades to existing or new telecommunication systems.

4.2.1.2: Telecommunication services shall include but not be limited to the following equipment or systems at AMOC and CAMOC:

(a) Multi-purpose Communications Panel (currently provided by Motorola)

(b) Telephones (analog/digital/internet protocol (IP))

(c) Video Teleconferencing (VTC)

(d) Wireless Communications

(e) Facsimile machines

(f) PBX (Public Exchange) (currently AVAYA)

(h) Public Announcement (PA) system

(i) Telephone Company (TELCO) support for installation of new circuits

(j) Very High Frequency (VHF) Radio Control System

(k) Fiber Transport System (currently Ciena)

(l) KU band Satellite Communications

4.2.2 Radios

4.2.2.1: AMOC maintains or connects to the following radio systems:

1) Maintains approximately 6 UHF (Ultra High Frequency) locations around Puerto Rico, used exclusively at CAMOC

2) At all AMOC locations, AMOC connects to hundreds of VHF (Very High Frequency) locations around the country via AMOC Communication System (ACS) workstations connected to the NLECC (National Law Enforcement Communications Center) LMR (Land Mobile Radio) Core.

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3) At AMOC, CAMOC, and CRU, AMOC maintains COTHEN (Cellular Over-the-Horizon Enforcement Network) RCCs (Radio Communication Console) to connect to all 5 nodes of the COTHEN HF (High Frequency) ALE (Automatic Link Establishment) network.

a) At AMOC, the COTHEN RCCs are integrated into the site’s AMOSS and ACS workstations.

4) AMOC maintains WAVE ADC (Advance Desktop Communicator) workstations, WAVE Mobile Communicator, and WAVE Tactical Communicator that connect to the AMO WAVE Core to provide intercommunication, access to the NLECC LMR Core, and Harris RO Tactical Satellite Radios

5) AMOC maintains DoD SATCOM radios.

The Contractor does not directly support HF, VHF, or UHF radio locations with regards to on-site maintenance. Contractor support requirements are on site at the AMOC, CAMOC, and through travel to offsite locations, and will include: Troubleshooting circuits, radios, and encryption for these sites, radio checks, and equipment configuration, and technology integration, as required.

4.2.2.2 Radio Site Surveys: Contractors may be required to assist the government in performing site surveys for communication site selections that include the formulation of effectual radio antenna locations to provide the best possible coverage; locating existing towers to support the installation of radio-related equipment; design and deliver site surveys. The Contractor shall serve in an advisory capacity regarding Government lease(s) and site locations and emerging technologies.

4.2.3 Network and Telephones Cabling and Wiring: Contractor shall support all types (fiber, copper, Ethernet, etc.) of network and telephone cabling/wiring to include estimating, running, installing, terminating, repairing, reconfiguring, and removing cables, as required. Telephone and network cabling shall be accomplished to match industry networking standards.

4.2.4: The Contractor shall sub-contract or provide for KU band satellite service for anticipated 24/7 365 days a year air time and transponder downlinking support of video and tracking data.

4.3 Task 3: Maintenance

4.3.1 General

4.3.1.1: The Contractor shall provide system administrative and electronic technician level support for 24 hour operations in AMOC/CAMOC/COOP which includes:

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• Software/hardware,

• Video wall operations,

• Server operations (virtual and physical) for advanced radar and flight plan processing,

• GPS and electronic tracking system (ETS),

• Data storage,

• Data infrastructure transport,

• Network security hardware/software and clients.

• Data backup,

• Recovery of data and data inputs,

• Equipment accountability,

• Configuration management,

• and logistical support at the AMOC/CAMOC/COOP and offsite locations.

All maintenance activities will be captured in AMOC Mission Management System (MMS) as required in SSOP-37 Mission Management System. AMOC MMS currently runs on Atlassian Jira.

4.3.1.2: The Government will provide spares, repair parts, tools, commercial off the shelf (COTS) software required to perform the tasks in this SOW at the AMOC/CAMOC/COOP, unless otherwise specified (See Appendix C).

4.3.1.3: The Contractor shall be responsible for all C4I support equipment as identified in Appendix C, in a “First Look” mode. Otherwise the C4I program uses a two-tier maintenance approach as described in this Task # 3 (Section 4.3.2, 4.3.3, 4.3.4 and 4.3.5). “First Look” mode is defined as Standard initial troubleshooting/diagnostics, i.e. Power, network cable, initial configuration settings, and reboot.

4.3.2 Hardware Maintenance: AMOC and CAMOC currently utilize a two-tier maintenance approach for hardware. The Contractor shall be responsible for performing first-tier hardware maintenance only.

4.3.2.1: First-tier hardware maintenance consists primarily of hourly checks or tests; scheduled maintenance inspections; system fault isolation and diagnosis at circuit card level or software program; corrective or restorative actions to include adjustments, alignments, lubrication, cleaning or removal and replacements of failed components; and minor software program manipulation. Additional first-tier maintenance responsibilities include responding to Incident

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Reports (trouble tickets) and accomplishing such items such as running and installing new wiring cables, troubleshooting outages, etc.

4.3.2.2: Second-tier hardware maintenance consists of the repair, refurbishment, or overhaul that requires Original Equipment Manufacturer (OEM) or equivalent tools, test equipment, technical data, or facilities. This maintenance may be conducted on or off-site. Second-tier maintenance that is provided on-site may require the Contractor to escort the vendor from the AMOC/CAMOC/COOP base entry point and will require contractor support to observe and monitor the vendor.

4.3.3 Software/Operating Systems Maintenance: AMOC C4I application software and operating system (OS) software maintenance also uses the two-tier maintenance approach where the Contractor is responsible for both tiers of software / operating systems maintenance.

4.3.3.1: First-tier software/operating system maintenance consists of continuous systems monitoring, to include network and security, system administrator operations, and basic troubleshooting of C4I supporting applications, to including backup and recovery, supporting users account management, installing & configuring new equipment, and patching and hardening of systems and network equipment, per DHS standards, to name a few of the typical system administrator duties.

4.3.3.2: Second-tier software/systems maintenance consists of advanced troubleshooting and repairing of AMOSS and C4I supporting applications by the Contractor Engineering and Integration (E&I) personnel. Also, an E&I Security group section as designated by the Government ISSO will be responsible for configuration of all AMOC C4I switches, routers and firewalls. It is preferred that the E&I Security Group personnel have advanced CISCO Security or other advanced training.

4.3.4 Response Criteria

4.3.4.1 Initial Response: The Contractor shall respond to reports or identification of equipment/systems/software malfunctions within 5 minutes of notification during the periods specified below.

4.3.4.2: Any identified equipment/software malfunction should immediately be reported to the AMOC Service Desk (ASD) for repair response actions.

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4.3.4.3 AMOC Site: Initial onsite response is required 24 hours per day / 7 days a week / 52 weeks in the year.

4.3.4.4 CAMOC and CRU: CAMOC and CRU systems can be remotely administered from the AMOC; however, initial on site response is required 16 hours per day / 5 days a week / 52 weeks in the year, from 0600 Local until 2200 Local. The Contractor shall have a designated person on-call for each location during non-duty hours. The Contractor shall ensure that a qualified first-tier individual reports, in person to the CAMOC or CRU Watch Officer within one (1) hour of being notified of the need for corrective maintenance, during this on call period should remote maintenance actions fail.

4.3.4.5 COOP: COOP systems are remotely administered from the AMOC; however, there are occasional needs to dispatch AMOC technicians to the site to effect restoration actions.

4.3.4.6 Follow-on Response:

(a) AMOC:

(1) First-tier hardware/software/systems: The Contractor shall repair or return to service (an operable status) within 45 minutes of initial notification.

(2) Second-tier software/systems response: The Contractor shall repair/return to service the offending software/systems within 45 minutes of notification that first tier maintenance cannot resolve the problem. It is expected that first-tier maintenance will immediately notify those responsible for second-tier maintenance. No more than two (2) non-consecutive hours of downtime for the same problem and in a twelve (12) hour period is expected. Consecutive system or equipment rebooting alone does not meet the Government requirement to return the system or equipment to operable status.

(b) CAMOC and CRU:

(1) First-tier hardware/software/systems: The Contractor shall repair or return to service (an operable status) within 45 minutes of reporting to the CAMOC Watch Officer or CRU Watch Officer.

(2) Second-tier software/systems response: The Contractor shall repair/return to service the offending software/systems within 45 minutes of notification that first tier maintenance cannot resolve the problem. It is expected that first-tier maintenance will immediately notify those responsible for second-tier maintenance. No more than two (2) non-consecutive hours of downtime for the same problem and in a twelve (12) hour

C4I SOW, 13 Aug 2025 Page 19 period is expected. Consecutive system or equipment rebooting alone does not meet the Government requirement to return the system or equipment to operable status.

4.3.5 Corrective/Remedial Maintenance: The Contractor shall propose a meets or exceed response for corrective / remedial maintenance as it relates to the support of AMOC/CAMOC/COOP. The Contractor shall include performance maintenance and support services as required at distant or remote sites.

4.3.5.1 AMOC: The AMOC COR and AMOC Systems Director establishes baseline priorities on C4I Mission Equipment and peripheral systems. The Contractor shall coordinate with the Government, for second-tier hardware maintenance as required.

4.3.5.2 CAMOC: The CAMOC Watch Officer coordinates with AMOC and establishes baseline priorities for CAMOC C4I Mission Equipment. The Contractor shall coordinate with the Government, for second-tier hardware maintenance as required.

4.3.5.3: The Contractor shall establish procedures to include shift checks at the AMOC and daily checks at the CAMOC and COOP, at a minimum. These checks, tests and analysis are important for continuous equipment and software operation and necessary to immediately address potential problems as early as practicable to mitigate the risk of impact to operations.

4.3.5.4 Impact Analysis Report (IAR) CDRL # ___5___: The Contractor shall identify potential deficiencies that would inhibit or impact mission accomplishment and identify system (hardware and software) improvements. The Contractor shall document this analysis accomplishment in an Impact Analysis Report to be presented at a minimum, at the scheduled Program Management Reviews. The Contractor shall provide an electronic generated report to the AMOC COR and Systems PM five (5) business days prior to the scheduled PMR.

4.3.5.5: The Contractor shall maintain the system in accordance with the Original Equipment Manufacturers (OEM) and recommended engineering and maintenance practices; unless otherwise directed by the AMOC COR and AMOC Systems PM.

4.3.5.6: The Contractor shall perform remedial maintenance on equipment, hardware or software that is reported nonfunctional or not operating within specifications, after notification of the malfunction.

4.3.6 Failure Analysis Report CDRL #___6___: The Contractor shall prepare a Failure Analysis Report, in accordance with Failure Analysis Standard Operating Procedures for any

C4I SOW, 13 Aug 2025 Page 20 failure of C4I or its peripheral systems, that result in an outage of 1 hour or more and that is not attributed to circuit failure or failure of an outside provider. The Contractor shall provide the Failure Analysis Report to the AMOC COR and the AMOC Systems PM within ten (10) business days of the failure. Additionally, the Contractor shall notify the AMOC COR and AMOC Systems PM within 24 hours of discovering any unscheduled outage, stating which system was inoperative and the known duration of the outage (CDRL# 7).

4.3.7 Preventive Maintenance Inspection (PMI) (CDRL #__7__): Preventive maintenance shall be performed on systems equipment and the AMOC sub-floor, as recommended by the Original Equipment Manufacturer. The Contractor shall provide the AMOC COR and AMOC Systems PM a preventive maintenance schedule within thirty (30) calendar days after full contract performance start date. The preventive maintenance schedule shall be updated as needed to account for any new equipment or procedure changes that have occurred throughout duration of contract.

4.3.8 Recurring C4I Updates: The Contractor shall provide support to update AMOC C4I and contributory systems on a recurring basis, to ensure that C4I infrastructure, surveillance, data storage, mapping/displays and database tables on local and offsite clients are kept current.

4.3.9 Incident Reports (IR): The Contractor is required to document all work, regardless of type in the AMOC MMS. All Incident Reports shall be kept current and up-to-date.

4.3.10 Oracle Database: The Contractor shall provide design, performance and tuning, maintenance, support and upgrade of the AMOSS Oracle database. This also includes support for Oracle forms and the interface and operation of Oracle within AMOSS.

4.3.11 Backup and Recovery CDRL #___8___: The Contractor shall submit a meets or exceed Response Plan for the development and implementation of backup and recovery procedures for AMOC C4I, peripheral systems, and supported telecommunications systems. The purpose of this action is to ensure minimal loss of data and minimal downtime when a system restoration is needed, in accordance with SSOP-24 Information Backup and Recovery - Operational Systems, The Contractor shall also develop and implement a method for tracking and tagging all media types, including off site media. The draft Response Plan and Method for Tracking and tagging all media types including off-site media is due sixty (60) calendar days after contract award to the AMOC COR and AMOC Systems PM. Examples of current media types used can be found in Appendix C. The AMOC COR will review the draft for technical sufficiency and return to the Contractor within fourteen (14) business days following receipt of the draft Response Plan and Method for Tracking / Tagging with any changes clearly marked. Upon receipt of the AMOC

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COR’s comments on the drafts, the Contractor shall revise and re-submit the final version within five (5) business days. This plan will be maintained and updated as required.

4.3.12 User Account Management: The Contractor shall support the lifecycle management of user accounts for the following systems: AMOSS, WebAMOSS, Evolution, Merlin, Kestrel, and ISR Systems. This includes account initiation, validation, maintenance, and deactivation, in accordance with CBP and AMOC security protocols. Account requests shall be initiated through AMOC’s approved ticketing system or the ASD.

4.3.12.1 Rules of Behavior (RoB) Verification

The Contractor shall ensure that users have a current, valid Rules of Behavior (RoB) document on file for each system prior to account activation. Each RoB must be verified for completeness and valid signatures. The Contractor shall coordinate with the AMOC Security Officer to confirm that each user has the appropriate clearance level. Only after security verification is received shall the account creation process proceed.

4.3.12.2 Processing Timelines: All account actions (creation, modification, deactivation) and RoB validations shall be completed within one (1) day of receipt of validated request and security clearance confirmation.

4.3.12.3 Centralized Ticketing and Tracking: All account requests, status updates, and RoB compliance tracking shall be documented and managed through AMOC’s MMS ticketing system. The Contractor shall maintain accurate records of all user activity for audit readiness.

4.3.12.4 Monthly Account and Rules of Behavior Reporting CDRL#_8__ : The Contractor shall provide a monthly report by the third business day of each month to the designated AMOC COR that includes the following:

• Number of new accounts created

• Number of accounts deactivated

• Number of newly established customer sites

4.3.12.5 Security and Records Compliance: The Contractor shall ensure all records related to user accounts and RoBs are maintained in accordance with CBP, DHS, and federal cybersecurity requirements including FISMA, NIST SP 800-53. All Personally Identifiable Information (PII) and sensitive data shall be safeguarded throughout the lifecycle.

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4.4 Task 4: Technical Documentation and Library Maintenance

4.4.1: Maintenance upkeep of the technical documents library will be provided along with a coalesced electronic catalog maintained at a designated location on the AMOC Knowledge Library (SharePoint or similar). The library includes, but is not limited to both AMOC and CAMOC of Original Equipment Manufacturer (OEM) manuals, soft/electronic AMOSS maintenance manuals, concept schematics, “as built” cabling diagrams, equipment and installation drawings, and “as built” configuration drawings at the AMOC, CRU, and CAMOC.

The technical library should also be available online.

4.4.2 AMOC Maintenance Manual (CDRL #___9____): The Contractor shall perform all necessary actions for the updating, technical editing, and the publication of the electronic AMOSS Maintenance Manuals on a twice a year basis or whenever major changes occur to the system.

4.5 Task 5: Logistical Support

4.5.1 Equipment Accountability: The Contractor shall maintain the AMOC MMS to maintain and track all C4I equipment, C4I peripheral equipment, support equipment and software licensing. This inventory shall include both installed and spare equipment/software, both on site and at offsite locations. At a minimum for equipment, this must include equipment name, make, model, type, RAM, Hard Drive size, CPU Type (# cores, cache, speed), Video Card (type, Ram), serial number, asset location, and CBP Property Accountability number, as applicable.