Draft_ILD OEM Attachment 1 PWS Revised 06162026_Draft.docx

This is a Performance Work Statement (PWS) for Integrated Logistics Division (ILD) Original Equipment Manufacturer (OEM) maintenance services supporting the Department of Homeland Security Customs and Border Protection (CBP). The document outlines maintenance and support requirements for technology systems deployed across CBP facilities domestically and internationally. The PWS establishes a 24/7 Maintenance Dispatch Center (MDC) that receives and processes service calls from multiple CBP sites, records requests in ServiceNow and MAXIMO databases, and issues repair or maintenance service requests to support CBP's border protection, trade regulation, and technology infrastructure operations.

The PWS defines the scope of OEM maintenance activities required to sustain CBP's operational technology systems. Key service delivery requirements include maintaining continuous dispatch center operations, managing service call intake and documentation, coordinating with field maintenance teams, and ensuring rapid response to critical system failures. The statement establishes performance metrics and service level expectations for the maintenance contractor to support CBP's mission-critical systems that facilitate legitimate trade and travel while preventing unauthorized entry and contraband smuggling. Specific performance standards, staffing requirements, technical qualifications, and response time thresholds are addressed within the PWS framework to ensure adequate support for CBP's distributed technology infrastructure.