CS_OPS Performance Work Statement_Draft_Final.docx

Performance Work Statement for U.S. Immigration and Customs Enforcement (ICE) Office of the Chief Financial Officer (OCFO) Office of Financial Management (OFM)

CUSTOMER SERVICE OPERATIONS (CS-OPS) SUPPORT SERVICES

A. INTRODUCTION AND BACKGROUND

This Performance Work Statement (PWS) identifies the Customer Service Operations (CS- OPS) services needed to support the Office of Financial Management (OFM). The PWS in its entirety is Sensitive/But Unclassified (SBU) and For Official Use Only (FOUO). All deliverables, data, documents, tools, and other work products resulting from this Task Order are the property of the Government.

U.S. Immigration and Customs Enforcement (ICE), Office of the Chief Financial Officer (OCFO) serves as vital stewards of financial operations for ICE, United States Citizenship and Immigration Services (USCIS), Cybersecurity and Infrastructure Security Agency (CISA), Science and Technology Directorate (S&T), Countering Weapons of Mass Destruction office (CWMD), and Department of Homeland Security (DHS) Management Directorate (MGMT). ICE OCFO Office of Financial Management’s (OFM) operational objective is to deliver quality Financial and Accounting Shared Services (FASS) and support initiatives to enhance and improve its financial operations. The goal of ICE OCFO is to be a leader in federal finance, which requires a thorough understanding of our responsibilities and prioritizing critical tasks to ensure we provide optimal customer service. ICE OCFO has set forth Strategic Plan goals to:

1) Improve employee experience and skillsets;

2) Utilize new technology and innovation to automate processes;

3) Emphasize and use data analytics to provide a quantitative foundation to our recommendations and outputs,

4) Utilize preferred communications channels for consistent flow of information, and

5) Develop new mechanisms for processing and prioritizing information.

The objectives of this task order align to goals 3 and 4 of the OCFO’s Strategic Plan.

The Customer Service Program (CSP) reports to the Deputy Division Chief, Customer Service Program, in OFM. The Customer Service Program consists of Federal and Contractor staff. The Customer Service Program uses the conceptual methodology and assumptions inherent in the Customer Billing Model (CBM) is to assign process costs and calculate DHS Component Customer and ICE monthly activity reports.

The Cost Management Module (CMM) is the system CSP currently uses to run the CBM (perform the calculations per the model) monthly. CMM is a set of databases that reside on the FileOnQ platform.

B. PURPOSE and STATEMENT OF OBJECTIVES The purpose of this Task Order is to support ICE OFM in operating efficiently and effectively to provide superior customer service to DHS Customer Components, internal ICE customers Leadership and Management in compliance with applicable statute, regulation, and policy. The focus of this effort is Customer Service Operations (CS-OPS).

· The objectives to be accomplished by this Task Order are as follows:

· Production of reports, studies, analyses, and briefings that are accurate, insightful, and use sound methodologies and assumptions.

· Enhanced reputation with all stakeholders (internal and external to the organization) through timely, quality deliverables, proactive innovation and collaboration to address stakeholder concerns or feedback, and clear, consistent communications.

· Resilience and flexibility through thoughtful planning and preparedness activities to minimize impacts of unforeseen circumstances to program stakeholders.

· The experience and expertise crucial to achieving these objectives are in four key areas: conceptual, operational, technical and administrative, as follows:

· Conceptual: Cost and managerial accounting, Federal financial management and financial/business analytics

· Operational: Financial reporting and analysis for DHS Component Customers,

· ICE internal customers, OCFO and OFM Leadership

· Technical: Operations, maintenance and enhancement support for OFM Customer Service Program systems and tools in the ICE cloud platform

· Administrative: Administrative support including communications, documentation management and program management will be incidental to the performance of the core goals of this contract

C. SCOPE

This PWS represents the need for operational support of the OFM Customer Service Program. The complete scope of the support work described in this PWS will be included in a single Firm-Fixed Price contract line-item number (CLIN). The Contractor or Vendor will support all Customer Service Program operations. The Contractor or Vendor will support operations and maintenance of all OFM Customer Service Program systems and tools to include current and successor systems. The Contractor or Vendor will provide experience and expertise commensurate with the required support for the services described in this PWS.

Sensitive/But Unclassified (SBU) For Official Use Only (FOUO)

The Contractor or Vendor will perform all work under this Task Order in compliance with all applicable Laws, Policy, Regulation, and Governance including:

· U.S. Economy Act

· The Department of the Treasury Financial Manual (TFM)

· DHS Financial Management Policy Manual (FMPM)

· ICE Financial Management Policy Manual (FMPM)

· U.S. Government Accountability Office (GAO) Standards and Principles

· Federal Accounting Advisory Board (FASAB) Standards

· Office of Management and Budget (OMB) Guidance

· National Archives and Records Administration (NARA) Regulation

· DHS IT Security Program Publication DHS MD 4300.Pub. or its replacement.

1.0 Program Management Requirements

The ICE OFM Customer Service Program requires support to perform monthly, quarterly, and annual operations, which includes support of the Customer Billing Model (CBM), the program’s current system, CMM, residing on the FOQ platform, and other tools used to execute operations.

Transition Plan The Contractor or Vendor will, as part of its proposal, present a high-level transition plan (no more than two pages) including major milestones for adding resources and transitioning support responsibilities. The Contractor or Vendor will complete the on- boarding transition plan within ten days of award.

The activities to be performed and included in the plan as part of the transition are as follows:

a. Transfer of documentation currently in process

b. Transfer of all deliverables in process

c. Coordinating the work with the current Contractor or Vendor to ensure sufficient knowledge transfer without an interruption of services provided to the government.

DHS ICE will approve the Contractor or Vendor’s transition plan that includes a milestone schedule of events. The transition plan will be developed and executed to ensure against any disruption in operational services.

Deliverables:

A. Transition Plan

Master Integrated Program Plan and Schedule (MIPPS) Requirements

The Contractor or Vendor will develop and maintain a Master Integrated Program Plan and Schedule (MIPPS) comprised of project plans and schedules, containing all resources, activities, and milestones necessary to accomplish work specified in the PWS Scope. The Contractor or Vendor will update the MIPPS on a weekly basis at a minimum. The MIPPS will be used to inform reporting, dashboards, and other management tools to be provided to the Contract Officer (CO), Contract Officer’s Representative (COR), Government Program Manager (GPM), and Government Technical Monitors (GTMs) to assess the status of projects and make informed management decisions in the long, mid, and short term. The initial draft Master Integrated Program Plan and Schedule (MIPPS) will be developed and delivered within 15 days after the Kick-Off Meeting. The updated draft MIPPS will be developed and delivered within 30 days after Kick-Off Meeting. The Final MIPPS will be developed and delivered within 45 days after Kick-Off Meeting. Once the Final MIPPS is established and agreed to by the Vendor and the Government, project completion date changes must be approved in writing by the GPM, GTM or the COR and documented within the MIPPS.

Deliverables:

A. Master Integrated Program Plan and Schedule (MIPPS) B. Completion Date Change Approval Document(s), as applicable C. MIPPS Summary Reports/Dashboards/Management Tools (See C.2)

Project Plans and Schedules The Contractor or Vendor will develop a plan and schedule for performance of the requirements and achievement of the objectives in this PWS within 30 days of the beginning of this Task Order in a robust project planning tool/software. Project plans and schedules will be used to inform status reports. Status reports will be accompanied by executive summaries and visuals illustrating project status (See section C.2.). Project plans and schedules will be updated and available weekly. The project plans and schedules will contain all pertinent priorities, activities, and milestones necessary to accomplish work specified in the requirements. Technical activities in the plans and schedules will be at a level of detail sufficient for the Contractor or Vendor Team Lead to manage, track, and report on status of operations. Project plans will include communications plans and risk management plans. The Contractor or Vendor will create a plan specific to preparedness and continuity of operations during surges in workload during Fiscal Year End (FYE), in cases of taskings (“ad-hoc” requests), and when regulatory changes impacting operations. (See sections C.4 and C.5). Project plans and schedules will include the Customer Service Program’s customer engagement and continuous improvement objectives.

Deliverables:

A. Project Plans

1. Communications Plans

2. Risk Management Plans B. Project Schedules

Program Quality Management Requirements The Contractor or Vendor will provide quality management support to the Customer Service Program with Quality Management Planning and Monitoring. The Contractor will develop, maintain and execute the Quality Management Plan (QMP). The Contractor or Vendor will perform quality assessments of program processes and products to ensure adherence to guidelines, standards, and plans. The Contractor or Vendor will develop reports documenting findings, as requested by the GPM or COR.

Deliverables:

A. Quality Management Plan B. Quality Assessment Report(s), as requested

Document Management and SharePoint Support Requirements The Contractor will provide OFM the following documentation and SharePoint support:

Document Management The Contractor or Vendor will coordinate with the Government Program Manager (GPM) and Government Technical Monitors (GTMs), other teammates and Contractors, to generate, review, and staff various system, procedure, and process documents. Specifically, the Contractor or Vendor will identify content requirements for each document (i.e., document properties), identify and apply format requirements for each document, and capture and compile inputs from a variety of project team members. The Contractor or Vendor will draft versions of the documents, as determined by the needs of the GPM/GTMs, and ensure review by responsible Government officials. The Contractor or Vendor will assist with monitoring the review and acceptance status of document deliverables. The Contractor or Vendor will develop a National Archives and Records Administration (NARA) compliant Document Management Plan and Schedule to maintain up-to-date documentation of Customer Service Program processes and procedures to ensure all work products are compliant, repeatable and auditable.

Deliverables:

A. Document Management Plan and Schedule B. Records Retention Plan and Schedule C. Standard Operating Procedure(s) D. Process Desk Guide(s) E. Tip Sheet(s)

Document Repository The Contractor or Vendor will design, configure and maintain a SharePoint repository within OFM’s internal SharePoint site for all documentation, allowing audit trails and easy, logical retrieval, on demand. The Contractor will maintain a listing of all items stored within the repository, sortable by key fields: title, date, author, and project.

Deliverables:

A. SharePoint Document Repository

Customer Service SharePoint Requirements The Contractor or Vendor will design, configure and maintain the Customer Service SharePoint site and pages to include coordination with the Office of the Chief Information Officer (OCIO). The Contractor or Vendor will support the Customer Service Program in optimizing the SharePoint site to achieve the objectives of this Task Order. The Contractor or Vendor will ensure the Customer Service Program SharePoint site and pages are compliant with all regulatory requirements for protecting SPII/PII, SBU and FOUO.

Deliverables:

A. SharePoint Maintenance B. SharePoint Enhancements Meeting and Action Item Requirements The Contractor or Vendor will support recurring Customer Service Program meetings. Support includes scheduling recurring meetings using Government applications (currently the best practice is use of MS Outlook and Teams); communicating scheduling with meeting attendees (attendees can include Customer Service Program staff, POCs throughout OFM, POCs in other offices of ICE, and/or Customer Components); providing or gathering meeting purpose statements and/or agendas; recording and distributing to attendees accurate meeting minutes and action items; and tracking of action items.

Deliverables:

A. Meeting Agendas B. Meeting Minutes and Action Items C. Action Item Tracking D. Up-to-date Stakeholder POC lists

2.0 Progress Status Reports

1.

Weekly Report The Contractor or Vendor will provide a weekly report including an executive summary and visuals illustrating project plan/schedule(s) status, project Spend-plan status if applicable, with the week’s accomplishments, any deviations from planned activities, issues, risks, and planned activities for the next week. The report will include an accurate summary of all Contractor work performed, including an assessment of technical progress, schedule status, and any changes, concerns or recommendations from the Contractor. The weekly status reports will be delivered to the GPM and GTM(s), as well as the COR and ACOR on the Monday following the week of activity spanning Monday through Friday. The weekly status reports will be discussed in the Weekly Customer Service Program meeting held on Tuesdays.

Deliverables:

A. Weekly Report B. Weekly Customer Service Program Meeting Monthly Progress Summary Report The Contractor or Vendor will submit a report monthly to the GPM, GTM(s), COR, and ACOR by the 5th business day after the end of the month. The report will include an accurate summary of all Contractor work performed, including an assessment of technical progress, schedule status, and any changes, concerns or recommendations from the Contractor. The report will also include risks, all tool or system changes, accomplishments, and outstanding tasks. The report will align to the MIPPS and the requirements and deliverables in this PWS.

Deliverables:

A. Monthly Progress Summary Report

Monthly Progress Meetings The Contractor PM will attend monthly progress meetings as arranged by the COR, for the purpose of evaluating Contractor performance and deliverables. The Contractor PM will attend additional meetings, as requested by the COR, following the monthly progress meeting to discuss performance issues. The agenda for any performance meetings requested will be provided by the Contractor PM to the COR two days prior to meeting. A mutual effort will be made to resolve all problems identified during these meetings.

Deliverables:

A. Monthly Progress Meetings Agenda B. Monthly Progress Meeting Minutes and Action Items C. Monthly Progress Meeting Action Item Tracking D. Performance Meeting Agenda, as requested

Bi-Annual Program Review (6 Months) The Contractor or Vendor will provide a meeting and report which will be presented on a bi-annual basis to the GPM, GTM(s), COR, ACOR, and CO. The report and presentation will include a summary of accomplishments, obstacles and visualizations of status informed by the MIPPS. The report will include plans for the upcoming six (6) months, as requested. The report/presentation will clearly align to the requirements and deliverables in this PWS.

Deliverables:

A. Bi-Annual Program Review Report Presentation B. Bi-Annual Program Review Meeting Agenda C. Bi-Annual Program Review Meeting Minutes and Action Items D. Bi-Annual Program Review Meeting Action Item Tracking

3.0 Customer Service Operations Support Requirements

The ICE OFM Customer Service Program requires support to perform monthly, quarterly, and annual operations.

2.

Monthly Customer Billing Model (CBM) Requirements On a monthly basis the Contractor or Vendor will:

a. Gather inputs and calculate activity and costs for Customer Components and ICE. Currently, the existing CBM system (CMM), and the CBM SharePoint site are used to perform these functions.

b. Gather supplemental updates to be provided to Customer Components from OFM process owners.

c. Perform analysis and report upon data generated to pinpoint anomalies in cost and workload activity.

d. Research anomalies in workload activity identified and failed metrics to determine the cause.

e. Document research findings and utilize information to inform future analyses.

f. Support process improvements and/or changes necessary to resolve inaccurate data.

g. Manage access requests to CBM tools and systems used to gather data inputs from OFM employees. Currently, the CBM SharePoint site.

h. Conduct training for employees on providing data within CBM tools and systems, as requested.

i. Communicate effectively with OFM employees and process owners to ensure timely provision of data.

j. Track and report upon OFM employee and process owner response times (and response quality, as requested) to data requests.

Monthly Customer Activity reports will be provided to:

a. Customer Components no later than two (2) business days prior to the monthly customer meetings, routinely held the last Thursday of the month.

· Customer meetings may not be held in September, due to Federal Fiscal Year End (FYE), November, or December, due to Federal Holidays. Monthly reports will be provided to Customer Components no later than the final business day of the month when Customer meetings are not held.

b. OFM Leadership no later than 3 business days prior to the monthly customer meetings.

c. The Customer Service Manager (CSM) no later than 4 business days prior to the monthly customer meetings.

Deliverables:

A. CMM Reports B. Updated Training Documents, as requested C. Contracts and General Expenses (GE) Analysis Reports D. Variance Analysis Reports E. OFM Internal Response Time Tracking Report F. Monthly Customer Activity Reports

Cost Per Vendor Invoice (CPVI) Requirements The Contractor or Vendor will perform the Cost Per Vendor Invoice (CPVI) calculation and report to Customer Components and DHS per DHS guidance. Current DHS guidance is to perform and report upon CPVI quarterly. Customer Component CPVI reports must be provided to applicable Customer POCs no later than two days prior to the DHS due date. ICE CPVI reports must be provided to DHS no later than the DHS due date.

Deliverables:

A. Customer Component and ICE CPVI Reports

Service Level Agreement Requirements On an annual basis, the Contractor or Vendor will support the renegotiation of the Service Level Agreement (SLA) between OFM and its Customer Components. This update will be initiated no later than 120 days prior to the end of the Fiscal Year (September 30th). The Contractor or Vendor will track comments, questions, and edits provided by OFM Leadership, OFM process owners and those provided by Customer Components. The Contractor or Vendor will assist the Customer Service Manager communicate with OFM Leadership, OFM process owners and Customer Component Points of Contact (POCs) to ensure all comments, questions, and edits are adjudicated and a final draft SLA is provided to all stakeholders no later than September 15th of each year.

Deliverables:

A. SLA Renegotiation Plan and Schedule B. SLA Renegotiation Adjudication Tracking C. SLA Final Draft including consolidated, adjudicated edits D. SLA Final Draft Panel Sheet E. SLA Final Draft Routing Sheet

Intra-Agency Reimbursable Work Authorization (IRWA) Forms Requirements On an annual basis, the Contractor or Vendor will update the latest required Intra-Agency Reimbursable Work Authorization (IRWA), also referred to as Intra-Agency Agreement (IAAs), forms for Financial and Accounting Shared Services (FASS). The required forms are currently the Bureau of the Fiscal Service 7600A and 7600B. The Contractor or Vendor will facilitate and track routing of all required forms to Customer Components for completion, review, approval, and signature. The Contractor or Vendor will also facilitate and track routing to OFM, the Office of Budget and Program Performance (OBPP), and OCFO for completion, review, approval, and signature. This support may be needed for multiple iterations of documentation and approvals in cases of Continuing Resolution (CR).

Deliverables:

A. Draft Bureau of Fiscal Service forms 7600A and 7600B (FS-7600A&B) B. FS-7600A&B Signature/Approval Tracking C. FS-7600A&B Panel Sheet D. FS-7600A&B Routing Sheet

Beginning of Year (BOY) FASS Amount Reassessment Requirements On an annual basis, the Customer Service program conducts a Beginning of Year (BOY) reassessment calculation to establish amounts to be billed to Customer Components for their FASS in the upcoming fiscal year. The Contractor or Vendor will conduct calculations and analysis necessary to provide the Customer Components with their reassessed FASS billing amount. The Contractor or Vendor will analyze the workload driver trends and variances which caused changes in the dollar amount and process consumption quantities impacting each Customer Components’ FASS amount.

Customers may request additional analysis and explanation for specific processes. The Contractor or Vendor will perform detailed analysis and research into specific processes as requested by the GPM/COR.

Deliverables:

A. FASS Amount Allocation Analysis B. FASS Reassessment Customer Report C. Detail Reassessment Process Analysis

Fiscal Year End Requirements Facilitate Fiscal Year End (FYE) Customer Component coordination meetings and FYE close reporting. Collect Queue Reports for each Customer Component and ICE to create a progress tracker. Distribute and communicate Customer Component Queue Reports to applicable POCs. Communicate ICE’s FYE Guidance to Customer Components with tailored communications highlighting areas most applicable to the Customer Components.

Deliverables:

A. Queue Report Progress Tracking B. Customer Component Queue Report Distribution C. Customer FYE Meeting Agendas D. Customer FYE Meeting Minutes and Action Items E. Customer FYE Action Item Tracking F. FYE Guidance Communications

4.0 Taskings Requirements

The Customer Service Program receives approximately ten (10) “ad-hoc” requests or taskings per year. These taskings come from varied sources such as external governing entities (e.g. Treasury), DHS, ICE, OCFO, OFM Leadership, Customer Components, or as the result of regulatory changes. Previous taskings have included requests for: budget data, budget justifications, reports, informational briefings, analyses, estimates and projections. Many taskings have short lead-times and must be provided urgently. A few have had longer lead times and become projects involving a higher level of effort. The Contractor or Vendor will support the Customer Service Program by providing responses to these taskings upon the GPM’s or GTM’s request. Responses must be free from errors; provide details of assumptions, methodologies, and data sources in order to establish the credibility of the data; consistent with OFM and Customer Service style and templates. All responses to taskings must be reviewed and approved by the GPM or GTM prior to dissemination.

Deliverables:

A. Taskings Responses, as requested

2. Process Improvement and Special Projects Projects may be assigned to the Customer Service Program as a result of factors impacting the operations including taskings, regulatory changes, or identification of process improvements. As requested, the Contractor or Vendor will perform process improvement and/or special project support to the Customer Service Program. Requirements of Process Improvement and Special Projects will be the same as those of planned projects. (See C.1.3) The additional deliverable for these projects will be the inclusion of earned-value management (EVM).

Deliverables:

A. Project Plans

1. Communications Plans

2. Risk Management Plans B. Project Schedules C. Earned Value Management Reports

2. Configuration Requirements The Contractor or Vendor will review the CBM configuration within CMM and update annually at a minimum. This task includes researching Enterprise-Wide Costs attributable to OFM, reaching out to OFM process owners to confirm or update workload drivers, data capture, and workload calculation accuracy in instances of process changes. The results of this research will indicate configuration changes needed. The Contractor or Vendor will recommend development and maintenance in CMM based upon necessary configuration changes.

Deliverables:

A. Configuration Task Schedule in Project Plan B. Configuration Activity Log in JIRA C. Documentation required for Change Management (See C.6.8) Training Plan and Implementation The Contractor or Vendor will review training plans and develop new training plans and materials, if necessary, or modify existing training plans to ensure that the functionality and use of the Customer Service Program systems or tools are consistently communicated to users within the Program and within OFM. The Contractor or Vendor will assist in identifying training needs of system/tool stakeholders and scopes of the activities.

The training plan will include training objectives, training delivery, and a proposed training schedule that coordinates the timing of training activities with other related project activities. Based on COR or GPM approval, the Contractor or Vendor will conduct and deliver training classes in accordance with the government-approved curriculum and training sites. Virtual training is currently the preferred venue of the Customer Service Program.

Deliverables:

A. Training Plan(s) B. Training Materials Change Management Support Requirements The Contractor or Vendor will provide change management support for CMM that includes overall support of the Change Management process. The Contractor or Vendor will also support management of System Change Requests (SCR), which includes requirements gathering, requirement analysis, and user case development. The Contractor or Vendor will work in support of the Customer Service Program to manage the CMM release schedule. The required change management support includes all planned change requests (CR), emergency system change requests (SCRs), and releases. The Contractor or Vendor will coordinate with the ICE Office of the Chief Information Officer (OCIO) and provide current information related to their Change Management and Release Management Plans.

Deliverables:

A. Documents required for OCIO Change Management

E. GOVERNMENT SURVEILLANCE

1. Contracting Officer’s Representative (COR) The Government will regularly evaluate the Contractor or Vendor’s performance by appointing a representative(s) to monitor performance to ensure services are received; this individual(s) will so be appointed via formal delegation as the Contracting Officer’s Representative (COR). The COR will evaluate the Contractor or Vendor’s performance through inspections of deliverables identified herein this PWS; note that it is the Contractor or Vendor’s responsibility to ensure adherence to the submitted QMP to ensure acceptable performance under the Task Order. The Government may inspect each task as completed or increase the number of quality control inspections if deemed appropriate because of repeated failures discovered during quality control inspections or deliverables. Likewise, the Government may decrease the number of quality control inspections if merited by performance. The Contracting Officer will make final determination of the validity of COR complaint(s) in cases of disagreement between the Contractor or Vendor and the COR. In the event the COR is unavailable, the designated Alternate-COR (ACOR) will perform all COR duties specified in their ACOR Letter.

2. Government Program Manager (GPM) The Government Program Manager is the Customer Service program manager who directs the overall work objectives and tasks. The GPM’s responsibilities will be delegated by the COR (per the COR letter) and documented in the GPM designation letter. The GPM directs the priorities of the work streams that are to be performed. The GPM is responsible for shifting the work emphasis between areas of work. The GPM is the Customer Service Manager. The GPM provides overall direction of the program in coordination with the COR/ACOR.

3. Government Task Monitor (GTM) The Government Task Monitors are the individual(s) within the Financial Systems and Business Integration Division who have technical responsibility for the aligned tasks in this effort in conjunction with the COR/ACOR and the GPM. The GTM’s responsibilities will be delegated by the COR (per the COR letter) and documented in the GTM designation letter.

The GTMs provides technical direction to the Contractor or Vendor, i.e., fills in details, or otherwise serves to accomplish the purposes of this effort. In addition, the GTMs determine the Performance Standards and the Quality Assurance Surveillance Plan (QASP).

4. Contracting Officer (CO) The CO is the sole individual with authority to effect changes to the Task Order. At no time will the Contractor or Vendor accept direction to change any part of the Task Order from any individual other than from the CO. The Contractor or Vendor will notify the CO of any direction to perform work outside the scope of this Task Order.

F. DELIVERABLES

All deliverables under this PWS will be submitted to the GPM or GTM for review prior to dissemination outside the Customer Service program. The Contractor or Vendor will prepare all deliverables in electronic format with read/write capability for the OFM GPM and COR using applications that are compatible with ICE applications (currently Microsoft Office 2016) such as Word, Excel, PowerPoint, MS Project, and any other format requested by the Government. All associated source files will be included as applicable (e.g., embedded files, etc.). When upgrades in software occur, the Contractor or Vendor will make all reasonable efforts to match the Government systems as soon as possible. Templates will be provided by the COR, GPM, or GTM(s) and must be consistent with the ICE standard format.

ICE standard formats (Office of Public Affairs (OPS) published) are available on the ICE intranet site at the following location: https://insight.ice.dhs.gov/director/opa/Pages/templates/index.aspxNote: This hyperlink requires ICE Intranet access to view.

The Contractor or Vendor PM will provide the following deliverables to the COR, GPM and the applicable GTM(s). Due dates and acceptance criteria are stated in the QASP.

Documentation of security finding remediation

C.6.1.D.

G. CONTRACTOR OR VENDOR KEY PERSONNEL AND PERSONNEL

1. General The Contractor or Vendor will provide Customer Service program operations support, under this Task Order. This includes the management and oversight of all activities performed by Contractor personnel, including subcontractors, to satisfy the requirements identified in this PWS.

1.1 Contract Access

Only Contractor or Vendor personnel working on the contract full-time will have access to ICE facilities, GFE, and systems. There will be no exceptions.

2. Core Team Members The Contractor or Vendor will identify its proposed Core Team Members for the purposes of quotation evaluation. This Core Team will represent the individuals with whom the Government will work on contractual and performance matters throughout the Task Order’s period of performance.

2.1 Key Personnel

In addition to the specific requirements defined herein, the following positions for proposed Core Team Members will be considered Key Personnel and will each possess at least the minimum experience indicated below.

2.1.1 Contractor Program Manager

The Contractor or Vendor’s Program Manager (PM) will provide high senior-level direction, administration, quality assurance, and leadership of the execution of this Task Order. The Contractor or Vendor PM will provide and ensure effective performance of all deliverables and will provide supervision and guidance for all Contractor or Vendor personnel assigned to this Task Order. The Contractor or Vendor PM is the primary point of contact for the CO, COR, and GPM(s). The Contractor or Vendor PM will ensure all Contractor or Vendor employees are aware of, understand, and abide by DHS (Headquarters) and ICE established rules, regulations, and safety practices.

The Contractor or Vendor PM is ultimately responsible for the quality and efficiency of Task Order performance to support the ICE OFM and stakeholders. The Contractor or Vendor PM will be an employee of the prime contractor or vendor’s company.

This individual will be the Contractor or Vendor's primary representative during Task Order performance. The Contractor or Vendor’s PM will have relevant technical experience and be knowledgeable in all facets of work to be performed under this PWS. The PM must be skilled at coordination and execution of effective logistical management of stakeholder/project meetings, responsible for follow-up and closeout of any assigned taskings or open action items in a timely manner. The PM will manage the overall Task Order and coordinate tasking to contractor personnel, supervise on-going technical efforts, and manage overall Task Order performance. The Contractor or Vendor’s PM will be responsible for providing requisite reports and will attend any meetings held with the Government to ensure proper and efficient delegation of workload assignments. Supervision of all Contractor or Vendor staff and workload assignment will be the sole responsibility of the PM; at no time will the Government supervise or in any way direct Contractor or Vendor staff. Any project issues that might arise during performance of the work will be immediately brought to the attention of the CO and COR/GPM by the Contractor or Vendor’s PM for resolution.

The Contractor or Vendor PM will have the following minimum professional qualifications:

· Bachelor’s degree in business administration or related field;

· Five (5) years related experience providing oversight and executive level management to overall project/contract operations often involving multiple projects/tasks and groups of personnel; and

· Professional Certification in Project Management (such as PMP, FAC P/PM Level II or equivalent).

The Contractor or Vendor PM will have the following experience:

· Demonstrated experience with the management and supervision of employees of various labor categories and skills in projects similar in size and scope as proposed for this PWS;

· Demonstrated oral and written communications experience with the highest levels of management;

· Demonstrated experience in both private and Federal sector projects similar in size and scope as proposed for this PWS;

· Demonstrated experience in Business Case Development;

· Demonstrated experience in Project Management; and

· Demonstrated experience (minimum three (3) years) in Federal Financial Management.

2.1.1.a The Contractor or Vendor PM Letter of Authority The Contractor or Vendor PM will have full authority to act for the Contractor or Vendor on matters pertaining to the performance of services under this Task Order, including authority to bind the Contractor or Vendor in contractual matters.

Contractor or Vendor leadership will provide the CO and COR a signed letter notifying the Government of the PM’s Authority at the “Kick Off” meeting of the Program Management Operations (PMO) Task Order. Failure by the Contractor or Vendor PM to provide the letter will be a failed deliverable and failure to provide the letter (1) business day after the “Kick off” meeting will put the PMO Task Order in abeyance for cancellation.

If the Contractor or Vendor PM is not performing the position duties sufficiently, the GPM will request a replacement through the COR and CO.

2.1.2 Customer Service Program Team Lead

The Customer Service Program Team Lead will have the following minimum professional qualifications:

· Bachelor’s degree in accounting, finance, business administration, information management, IT, or computer sciences

· Three (3) years related experience providing oversight and management to overall project/contract operations often involving multiple projects/tasks/personnel; and

· Professional Certification in Project Management (such as PMP, FAC P/PM Level I or equivalent).

The Customer Service Program Team Lead will have the following minimum experience:

· Demonstrated oral and written communications experience with the highest levels of management;

· Demonstrated experience leading Federal sector projects similar in size and scope as proposed for Customer Service program support in this PWS;

· Demonstrated experience in Project Management; and

· Demonstrated professional experience working in Federal Government Accounting or Federal Financial Management (minimum three (3) years).

· Technical proficiency in Microsoft Outlook, Project, Power Point, Word, and Microsoft Excel If the Contractor or Vendor Team Lead is not performing the position duties sufficiently, the GPM will request a replacement through the COR and CO.

2.1.3 Substitution(s) of Key Personnel:

Individuals proposed for Key Personnel positions under this task order are expected to remain dedicated to the task order. Substitutions will not be accepted unless specifically agreed upon and will be made in accordance with this provision. The Contractor or Vendor personnel designated as “Key Personnel” by the Government require Government concurrence/acceptance prior to replacement. All proposed substitutions of key personnel must be submitted in writing at least thirty (30) business days in advance of the proposed substitution to the Contracting Officer. All requests for substitutions must provide a detailed explanation of the circumstances necessitating the proposed substitution(s), a non-attributable “blind” resume of the proposed substitute(s), and any other information requested by the Contracting Officer to decide as to the appropriateness of the proposed substitution(s). Substitution requests will clearly identify how the proposed replacement meets or exceeds applicable standards established in the Solicitation (i.e. evaluation criteria minimum qualifications), the Task Order, and any betterment made thereto by the Contractor or Vendor via its Proposal. All proposed substitutes must have qualifications at least equal to the person being replaced. The Government will evaluate requests for substitutions and the Contracting Officer will notify the Contractor or Vendor of approval or disapproval.

The Government will designate additional Contractor or Vendor personnel as Key Personnel as necessary for the benefit of the Government. Initial Key Personnel include Program or Project Manager (PM) for the Customer Service Operations (CS-OPS) Task Order and the Customer Service Program Team Lead. The Contractor or Vendor will not be permitted to have a Deputy Program or Project Manager as the Government has determined the position is unnecessary.

2.2 Additional Proposed Core Team Members

In addition to the above Key Personnel positions, the Contractor or Vendor will also identify (and provide resumes demonstrating experience commensurate with the proposed position and the requirements of this PWS) additional Core Team Members. Core Teams Members will be capable of providing support in delivering quality consultation services to support ICE OFM’s Customer Service business needs. Expertise in project management, financial management and customer service will be required at all levels of Contractor or Vendor support.

2.2.1 Additional Contractor or Vendor personnel will collectively have the following qualifications:

In addition to the above Key Personnel positions, the Contractor or Vendor will also identify (and provide resumes demonstrating experience commensurate with the proposed position and the requirements of this PWS) additional Core Team Members. Core Team Members will be capable of providing support in delivering quality consultation services to support ICE OFM’s Customer Service business needs. Expertise in project management, financial management, and customer service will be required at all levels of Contractor or Vendor support.

Additional Contractor or Vendor personnel will collectively have the following qualifications:

General Qualifications (All Levels):

· Bachelor’s degree in accounting, finance, business administration, information management, it, computer sciences, data analytics, or related field; Master’s preferred for mid-level and required for senior-level positions

· Excellent oral and written communication

· Demonstrated experience in activity-based cost (ABC) modeling and cost model development

· Demonstrated experience in performing data analyses of Financial and Accounting Shared Services (FASS) costs, including data extraction, transformation, and reporting using advanced Excel functions, data visualization tools, and other relevant data analysis platforms

· Demonstrated Federal sector experience in Change Management and Release Management

· Technical proficiency in Microsoft Outlook, Project, PowerPoint, Word, Excel, SharePoint

· Writing/Technical writing experience crafting user guides and technical requirement materials, writing Standard Operating Procedures (SOPs), and documenting business processes and workflows Mid-Level Personnel:

· Education: Bachelor’s required; Master’s preferred in data analytics, finance, or public policy

· Experience: 3–6 years; financial reporting, SQL development, audit support

· Core Skills: Advanced SQL, Power BI / Tableau, financial data modeling, QA validation

· Primary Role: Identify data buckets, build and maintain data extracts, translate data into actionable reports Senior-Level Personnel:

· Education: Master’s or PhD in data science, statistics, accounting, or applied mathematics

· Experience: 6+ years; cost modeling, shared services, policy analytics, federal/government financial systems preferred

· Core Skills: Python / R, predictive modeling, cost allocation frameworks, audit trail design

· Primary Role: Steward cost model architecture, billing methodology, trend analysis, and provide strategic insights If the Contractor or Vendor employees are not performing the position duties sufficiently, the GPM will request a replacement through the COR and CO.

2.3 Contractor or Vendor Personnel Security Requirements

Current resumes will be provided for all contract team personnel. Prior to adding a new employee, the Contractor will submit to the COR the employee’s security application, current resume, and identification of the proposed labor category. When the Office of Professional Responsibility (OPR) provides a favorable suitability determination of the employee’s security application, the Office of the Chief Financial Officer (OCFO) COR will notify the Contractor. The employee may not begin any work on the Task Order until they have received a favorable suitability determination from OPR and notification from the COR. The suitability determination is based on the information in section J of the PWS.

2.4 Executive Order on Protecting the Federal Workforce and Requiring Mask-Wearing

To protect the Federal workforce and individuals interacting with the Federal workforce, and to ensure the continuity of Government services and activities, on-duty or on-site Federal employees, on-site Federal contractors, and other individuals in Federal buildings and on Federal lands should all wear masks, maintain physical distance, and adhere to other public health measures, as provided in CDC guidelines. Refer to whitehouse.gov for the latest guidance. HERE

H. COMMUNICATIONS

1. The Contractor or Vendor PM will be available via e-mail and via telephone between the hours of 0900 and 1500 Eastern Time, Monday through Friday, except for designated federal holidays and will respond within one hour from the time of notification for discussions and resolutions of problems.

2. The Contractor or Vendor Team Lead will be available in person and via telephone between the hours of 0830 and 1700 Eastern Time, Monday through Friday, except for designated federal holidays and will respond within one hour from the time of notification for discussions and resolutions of problems.

3. The Contractor or Vendor Team Lead will be available via e-mail between the hours of 0700 and 1900 Eastern Time, Monday through Friday, except for designated federal holidays and will respond within one hour from the time of notification for discussions and resolutions of problems.

4. The Contractor or Vendor PM and employees must be able to read, write, speak, and understand English fluently, and be a citizen of the United States (US).

5. The Contractor or Vendor will provide the ICE/OFM GPM, GTM(s) and COR a DHS ICE group mailbox to be monitored during business hours 0800 and 1700 Eastern Time, Monday through Friday. The Contractor will acknowledge GPM/GTM/COR requests to the Contractor or Vendor monitored group mailbox with an email response to be delivered within one business day. Government business will only be conducted over the ICE network via ICE email accounts provided to Contractor or Vendor staff. Exceptions will be limited to communications with Contractor or Vendor management and leadership not providing services under this PWS directly.

6. The Contractor or Vendor PM and employees will use Government e-mail only to conduct or do Government business to include conference calls such as Skype, Microsoft Teams, and any new means of communication. In addition, all communication will be on Government networks, and all Government information will be saved to Government networks, servers, and databases. The Contractor or Vendor networks, servers, and database will be subject to immediate audit/inspection upon notification by the Government.

7. The Contractor or Vendor PM and employees will have access to high-speed internet.

I. MISCELLANEOUS

1. Period and Place of Performance Efforts under this order will be performed at OFM Headquarters located at Potomac Center South, 550 12th Street SW, Washington, DC 20536. Work may be performed at remote locations, including Contractor’s facilities, with prior approval of the COR.