Draft PWS for Technology Helpdesk Support Services.pdf

i

U.S. Customs and Border Protection Office of Information and Technology

Field Support Directorate a

Performance Work Statement

Technology Service Desk (TSD) Services

MM/DD/2024

PR [TBD]

AAP#

DRAFT

ii

TABLE OF CONTENTS

Contents

1. BACKGROUND

2. SCOPE:

3. APPLICABLE DOCUMENTS

4. PERFORMANCE REQUIREMENTS:

4.1. TASK 1: PROGRAM MANAGEMENT

4.1.1. Program Management Support Services

4.1.2. Incoming Transition

4.1.3. Outgoing Transition

4.2. TASK 2: TSD TIER I OPERATIONS

4.2.1. TSD Tier I Internal Operations

4.2.2. TSD Tier I External Operations

4.3. TASK 3: ACE ACCOUNT SERVICE DESK (ASD) SUPPORT

4.4. TASK 4: TSD ADVANCED SUPPORT (TIER II) OPERATIONS

5. PERFORMANCE STANDARDS:

6. DELIVERABLES / WORK PRODUCTS DELIVERY SCHEDULE

6.1. DELIVERABLES

6.1.1. Incoming Transition Plan

6.1.2. Incoming Transition Status Report

6.1.3. Process, Procedures, and Operations Report of Findings and Recommendations

6.1.4. Quality Control Plan (QCP)

6.1.5. Training Plan

6.1.6. Staffing Plan

6.1.7. Operations Management Plan

6.1.8. Program Management Review Materials and Written Report

6.1.9. Monthly ASD Report

6.1.10. Outgoing Transition Plan

6.2. WORK PRODUCTS

7. GOVERNMENT / CONTRACTOR FURNISHED EQUIPMENT / INFORMATION:

7.1. GOVERNMENT FURNISHED EQUIPMENT (GFE)

7.2. GOVERNMENT FURNISHED INFORMATION (GFI)

8. PLACE OF PERFORMANCE

8.1. PLACE OF PERFORMANCE

8.2. TRAVEL

iii

9. PERIOD OF PERFORMANCE:

10. SECURITY

10.1. CONTRACTOR PRE-SCREENING

10.2. SECURITY REQUIREMENTS

10.3. PHYSICAL AND IT SECURITY REQUIREMENTS

10.4. REMOTE ACCESS

10.5. HANDLING PERSONALLY IDENTIFIABLE INFORMATION (PII)

11. SPECIAL CONSIDERATIONS:

11.1. GOVERNMENT POINTS OF CONTACT

11.2. INVOICE REQUIREMENTS

11.3. OTHER DIRECT COSTS (ODC)

11.4. KEY PERSONNEL

11.5. CBP ENTERPRISE ARCHITECTURE COMPLIANCE

11.6. ISO REQUIREMENTS

12. CONSTRAINTS

12.1. LANGUAGE REQUIREMENTS

12.2. SERVICE MANAGEMENT TOOLS

12.3. CONTRACTOR EMPLOYEES

12.4. POST AWARD KICKOFF MEETING

12.5. PERIODIC PROGRESS MEETINGS

12.6. APPLICABLE DOCUMENTS

ADDENDUM A – PERFORMANCE REQUIREMENTS SUMMARY

ADDENDUM B – PRIORITY LEVELS AND EXAMPLES

ADDENDUM C – TASK 2 (TIER 1) CALL AND EMAIL VOLUME THRESHOLD

ADDENDUM D – TASK 3 (ACE ASD) CALL, EMAIL AND TICKET VOLUME THRESHOLD

ADDENDUM E – TASK 4 (TSD ADVANCED SUPPORT) CALL AND TICKET VOLUME THRESHOLD

ADDENDUM F – ACRONYM LIST

ADDENDUM G – ACQUISITION CLAUSES

ADDENDUM H – ACCESSIBILITY / SECTION 508 COMPLIANCE

1. BACKGROUND:

The U.S. Customs and Border Protection (CBP), Office of Information and Technology (OIT) has a requirement to provide Technology Service Desk (TSD) operations 24x7x365. The TSD is the primary point of contact for answering and responding to incoming calls, chats, emails, self service requests and reports of information system problems by documenting, diagnosing, and tracking reported issues/requests of all CBP systems of data and communications with end-users.

CBP technology support services provide global support to ensure CBP customers as well as other authorized enforcement agencies and authorized members of the Office of Trade (OT) have access to the systems needed to accomplish their mission.

TSD support operations are conducted via electronic media (e.g., telephone, chat, email, web-based self-service) with limited walk-up or in-person support.

The TSD requirement includes technology support services for more than 65,000 CBP employees and Contractors, trade partners, and Participating Government Agencies (PGAs) at over 1,800 CBP and Non-CBP locations worldwide. The TSD resolves customer-reported technology issues/requests for nearly 300 custom and commercial-off-the-shelf (COTS) system applications and, when necessary, escalates more complex problems to other internal or external support service providers.

2. SCOPE:

The Contractor shall provide program management, customer-focused technology service desk support for Tier 1 Internal and External Operations, Automated Commercial Environment (ACE) Account Service Desk (ASD), and Advanced Support Operations. The Contractor shall also support TSD development, implementation and execution of Information Technology (IT) support policies and procedures.

3. APPLICABLE DOCUMENTS:

DHS Sensitive System Policy Directive 4300A: https://www.dhs.gov/dhs-security-and-training-requirements-contractors

DHS 4300A Sensitive System Handbook: https://www.dhs.gov/dhs-security-and-training-requirements-contractors

Office of Information and Technology - IPL-2022-06-0303 Updated Access Controls for User Separation.pdf - Approve/reject Items (sharepoint.com)

Office of Information and Technology - IPL-2021-09-575 Access Controls for User Separation.pdf - Files that need attention (sharepoint.com)

Office of Information and Technology - DHS Memorandum 4300a Updates for PKI Requirements 07212021.pdf - Division-grouped (sharepoint.com)

Office of Information and Technology - CBP Use of DHS Information Security Performance Plan - Division-grouped (sharepoint.com)

Office of Information and Technology - 4300A HB Attachment G Rules of Behavior - Division-grouped (sharepoint.com) https://cbpgov.sharepoint.com/sites/CBP- OIT/Shared Documents/CBP HB 1400-05D Information Systems Security Policies and Procedures Handbook.pdf?web=1 https://www.dhs.gov/dhs-security-and-training-requirements-contractors https://www.dhs.gov/dhs-security-and-training-requirements-contractors https://www.dhs.gov/dhs-security-and-training-requirements-contractors https://www.dhs.gov/dhs-security-and-training-requirements-contractors https://www.dhs.gov/dhs-security-and-training-requirements-contractors https://www.dhs.gov/dhs-security-and-training-requirements-contractors https://cbpgov.sharepoint.com/sites/CBP-OIT/Shared%20Documents/CBP%20HB%201400-05D%20Information%20Systems%20Security%20Policies%20and%20Procedures%20Handbook.pdf?web= https://cbpgov.sharepoint.com/sites/CBP-OIT/Shared%20Documents/CBP%20HB%201400-05D%20Information%20Systems%20Security%20Policies%20and%20Procedures%20Handbook.pdf?web= https://cbpgov.sharepoint.com/sites/CBP-OIT/Shared%20Documents/CBP%20HB%201400-05D%20Information%20Systems%20Security%20Policies%20and%20Procedures%20Handbook.pdf?web=

Office of Information and Technology - DHS-4300A-ITSSP-SS-Policy-Directive-v13.3.pdf - All Documents (sharepoint.com)

DHS-4300A-ITSSP-SS-Policy-Directive-v13.3.pdf

U.S. Customs and Border Protection Information Systems Security Policies and Procedures Handbook, HB 1400-05D

4. PERFORMANCE REQUIREMENTS:

Contractor support shall provide customer-focused technology service desk support in the following areas:

Program Management. Full range of Program Management support services for the purpose of operating an effective and efficient TSD, including training, quality assurance, and performance monitoring. Incoming and Outgoing Transition activities required to execute a smooth and effective transition on / off the project.

TSD Tier I Operations o Tier I Internal Operations. Initial point of contact and Tier 1 support for all CBP customers (e.g., internal CBP system users).

o Tier I External Operations. Initial point of contact and Tier 1 support for

Participating Government Agencies (PGA), importers and exporters (Trade) that access CBP applications.

Automated Commercial Environment (ACE) Account Service Desk (ASD).

Provide Tier II support for ACE dealing with trade facilitation, trade compliance and trade enforcement. ACE is the commercial trade processing system developed by the CBP to become the “single window” through which international traders will electronically provide all information needed by federal agencies for the import of cargo.

4. Advanced Support Operations. Provide Tier II mobile device, email, and remote access support for CBP customers.

Contractor TSD support services shall resolve and/or process end-user reported IT issues/requests for nearly 300 system applications and to systems that may be added during the term of this task order. Projected TSD Tier I, ASD and Advanced Support call and/or ticket volume thresholds are available in Addendum C, D and E.

The contractor shall assist in adapting TSD’s support to meet changes to the CBP technology enterprise (changes that include development and deployment of new IT systems and changes/enhancements to existing systems. In anticipation of changes to the CBP technology Enterprise, the contractor shall:

• Assist in projecting potential impact to call/ticket volume

• Assist in the development and documentation of updated support policies and procedures

• Train contractor staff in updated support policies and procedures

• Provide notifications and announcements to customers regarding upcoming and recently deployed system enhancements

TSD services shall adhere to industry, DHS and CBP best practices, as well as the performance standards outlined below. Services include, at a minimum, incident/service request detection and recording, classification, investigation and diagnosis, resolution and recovery, closure, incident https://cbpgov.sharepoint.com/sites/CBP-OIT/SiteAssets/Forms/AllItems.aspx?id=%2Fsites%2FCBP%2DOIT%2FSiteAssets%2FSitePages%2Fsecurity%5Fpolicy%5Fabstract%2FDHS%2D4300A%2DITSSP%2DSS%2DPolicy%2DDirective%2Dv13%2E3%2Epdf&parent=%2Fsites%2FCBP%2DOIT%2FSiteAssets%2FSitePages%2Fsecurity%5Fpolicy%5Fabstract&isSPOFile=1 https://cbpgov.sharepoint.com/sites/CBP-OIT/SiteAssets/Forms/AllItems.aspx?id=%2Fsites%2FCBP%2DOIT%2FSiteAssets%2FSitePages%2Fsecurity%5Fpolicy%5Fabstract%2FDHS%2D4300A%2DITSSP%2DSS%2DPolicy%2DDirective%2Dv13%2E3%2Epdf&parent=%2Fsites%2FCBP%2DOIT%2FSiteAssets%2FSitePages%2Fsecurity%5Fpolicy%5Fabstract&isSPOFile=1 https://cbpgov.sharepoint.com/sites/CBP-OIT/SiteAssets/SitePages/security_policy_abstract/DHS-4300A-ITSSP-SS-Policy-Directive-v13.3.pdf?xsdata=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%3D%3D&sdata=NERQc3pJMHp0SzlEVi9vTTQ5M3Vja2lxU1RtTWVKM2ZYdklvaElQYk5uQT0%3D&ovuser=e4b16b84-4c56-4f27-9af7-30345a161ad4%2C0327780119%40CBP.DHS.GOV monitoring, tracking and communication using best practices solutions and continuous process improvement strategies in accordance with CBP Standard Operating Procedures (SOP’s) and policies.

The Performance Requirements Summary (PRS) is available in Addendum A. Performance metrics will be tracked using Government provided service management (e.g., ServiceNow) and Government provided call management tools (e.g., Amazon Connect). Priority Levels and Examples are available in Addendum B to be used when establishing impact and urgency. The contractor will assume PRS metric responsibility 90 calendar days after task order award.

4.1. Task 1: Program Management

4.1.1. Program Management Support Services

The Contractor shall provide a full range of Program Management support services for the purpose of operating an effective and efficient TSD. The Contractor shall provide strong, performance and process driven contractor leadership committed to continual process improvement. The Contractor program management support shall ensure that functions and services are managed according to current standards and best business practices as identified by Help Desk Institute (HDI) and Information Technology Infrastructure Library (ITIL) standards. Program Management support functions include the following:

Staffing and Personnel Management:

• Scheduling and supervising contractor personnel;

• Continuously monitoring and managing the TSD’s call, chat, email and ticket workflow, adjusting staffing and assignments to mitigate impact of call volume spikes and/or staffing shortages and communicating that impact to the Government in a timely fashion;

• Ensuring supervisory coverage on all shifts as well as at least one supervisor covering each location (Virginia, Florida, and Texas);

• Following CBP policies and procedures for timely onboarding and off boarding of contract staff, including ensuring all prospective contractor personnel, upon receipt of invitation from the Electronic Questionnaires for Investigations;

• Ensuring the completion and submittal of the required clearance application (e- QIP) within 30 days of e-QIP notification.

Quality Assurance and Performance Management:

• Ensure contractor performs all functions and meets performance objectives identified in this Performance Work Statement (PWS).

• Continual monitoring of staffing, agent availability/productive status and contact volume to ensure that contact handling is performed within service delivery objectives, that “operational events” (spikes in volume and/or wait times) are identified and reported to Government in a timely manner, and that all operational events have an “after action report” identifying root cause, actions taken to mitigate, and plans for improvement if needed;

• Ensuring work performed by contract personnel complies with existing CBP Processes and Procedures and providing objective evidence of compliance as requested;

• Identifying ways to maximize and continuously improve Gross and Net First Contact

Resolution (FCR);

• Briefing TSD Government leadership on daily, weekly, and/or monthly performance as requested;

• Delivering effective performance plans, performance reports and other deliverables (outlined in Section 6 of this PWS) accurately and on time;

• Review and respond to customer feedback—including from customer satisfaction surveys and from customers reaching out directly to TSD—and apply that feedback to continuous improvement initiatives;

• Leading efforts and providing continuous guidance for continual and measurable improvements to existing service delivery and customer experience, including:

o Driving customer-focused improvements in resource planning, management, and training;

o Analyzing trends in incoming support requests in order to devise methods to reduce incoming call and email volume.

Knowledge and Service Catalog Management:

• Providing input and guidance concerning support requirements related to new technologies introduced to CBP that require TSD support—this includes identifying and flagging knowledge articles for revision and identifying knowledge gaps for potential knowledge article creation;

• Managing the development, revision and use of templates and scripted responses for trouble tickets and email correspondences (currently, there are 10 active ServiceNow ticket templates and nearly 200 pre-scripted email responses) in order to make ticket creation and information gathering as efficient as possible;

• Assisting the government Knowledge Management team in maintaining TSD’s Knowledge Management System (KMS) library of roughly 500 articles—including reviewing, creating, and updating KMS documents as support needs require. All KMS documentation must be formatted to approved TSD templates and are subject to government review;

• Assisting in the creation and management of self-service catalog items.

Training:

• Ensuring contract personnel are adequately trained in the tools, processes, procedures, and customer service best practices required to perform the services outlined in this

PWS;

• Following existing formal training curricula for new hire training as well as refresher and remedial training for experienced agents;

• Continually reviewing existing training and contract performance for opportunities to improve

• Monitoring “post training” work (including monitoring of new hires and work performed after recurring or remedial training) to ensure that agents are following instruction provided in training;

• Ensuring contractor personnel take all government-mandated training within deadlines established by TSD Government Leadership—tracking completion of training and reporting to TSD government leadership.

4.1.2. Incoming Transition

The contractor shall plan for and implement a logical and seamless 90 calendar day transition of operations to allow the start of performance without interruption or degradation of support service. The Government believes that successful incumbent capture (primarily incumbent Tier 1, TSD Advanced, and ACE Account Service Desk agents) is the key to ensuring seamless operations. The Incoming Transition functions include:

• Contractor Employee Pre-Screening (see paragraph 10)

• Contractor Submission of Background Investigation Packages, Electronic Questionnaires for Investigations Processing (e-QIP), and Reporting o The contractor shall complete 1) CBP Form 77, Contractor Employee Initial Background Investigation, 2) Background Investigation Requirements Determination (BIRD) document, and 3) Federal Credit Reporting Act (FCRA) disclosure statement and submit to the Government for further processing. All documents shall be submitted within 15 business days from task order award.

o The Contractor shall, upon receipt of invitation from the Electronic Questionnaires for Investigations Processing (e-QIP), complete and submit the required clearance application within 30 days of e-QIP notification. Following a successful e-QIP completion, contractor personnel shall meet with background investigator as part of the investigation process.

o The contractor shall report status of all active background investigations weekly to the Government. The report shall include, at a minimum, a status of all CBP background investigation form (e.g., Form 77, BIRD, and FCRA disclosure) submissions, a status of e-QIP invitations/submissions, whether all submissions were compliant, and status of meetings with background investigator.

• Knowledge Transfer from the incumbent

• Perform incumbent employee capture activities to ensure seamless operations

• Conduct a review of the current TSD processes, procedures, and operations and deliver a report of findings and recommendations

• Delivery of the following in accordance with paragraph 6.1:

o Incoming Transition Plan o Risk Management Plan, including identification of potential risks o Staffing Plan that ensures seamless support during and after completion of the transition o Incoming Transition Status Report o Operations Management Plan o Training Plan o Process, Procedures, and Operations Report of Findings and Recommendations

4.1.3. Outgoing Transition

The contractor shall plan for and support a logical and seamless transition of operations at the end of the period of performance. The Contractor shall perform out-going TSD operating support responsibilities in accordance with its Government approved Out-Going Transition Plan, Processes, Procedures, and Schedule (milestones).

4.2. Task 2: TSD Tier I Operations

The Contractor shall serve as the centralized Point of Contact (POC) for all customers, staffed 24x7x365, and shall provide the first level of support (Tier I) for all CBP customer technology inquiries and support services. Support is specified below as “Internal” (e.g., internal CBP system users) and “External” (primarily Participating Government Agency customers, importers and exporters who access CBP applications). While the calls come from two different primary telephone lines, historically TSD has performed the support for both seamlessly using the same staff. While volume is tracked and measured separately, the government requests that staffing plans and estimates cover the combined volume as outlined in Addendum C.

Also, as part of “Internal” Operations, the contractor shall also serve as the liaison between the Technology Service Desk and the Enterprise Operations Center (EOC) to identify, escalate, monitor, and verify resolution for major incidents (outages) affecting multiple customers as well as issues and requests affecting high level (“sensitive”) VIP customers. This includes ensuring timely and accurate escalation of the incidents, participating in technical bridge calls, monitoring status of the incidents, and reaching back to customers to validate resolution.

The sub-tasks below outline the specific responsibilities for both Internal and External operations.

4.2.1. TSD Tier I Internal Operations

The Contractor shall serve as the centralized Point of Contact (POC) for all CBP customers (e.g., internal CBP system users), staffed 24x7x365, and shall provide the first level of support (Tier I) for all CBP customer technology inquiries and support services. The Contractor shall perform in accordance with TSD procedures outlined in the TSD Knowledge articles and TSD agent handbooks—including call handling, ticket creation, troubleshooting, resolution, and escalation.

The Contractor shall meet performance objectives outlined in Addendum A – Performance Requirements Summary.

Tier 1 customer support responsibilities include:

• Answering and responding to incoming calls via the internal TSD “800” number as well as chat, emails, and self-service tickets from customers;

• Recording all technology incidents and/or service requests in the appropriate Service Management Tool (e.g., ServiceNow or other required tools), documenting in the ticket all actions performed by Tier 1 as well as all information required by the next level of support (following appropriate knowledge management articles, ticket templates, and support procedures)

• Providing initial investigation, triage, troubleshooting, resolution, and ticket escalation support for incidents related to:

o Web-based and client based CBP proprietary, third party, and COTS systems and applications;

o Email and messaging connectivity;

o Mobile device (cellular phones, tablets, etc.) management;

o Hardwar such as printers, desktops, laptops, servers, routers, switches, video equipment, scanners, cameras, detection and surveillance equipment;

o Network connectivity;

o Workstation login and Personal Identity Verification (PIV) card issues and requests;

o Remote connectivity via Virtual Private Network (VPN) or DHS Workplace

• Providing first level request intake and account management support, including:

o Password reset and account unlock support, adhering to security and technology policies;

o Initial request intake, gathering appropriate information and verifying customer identity, using approved government tools and following established government procedures

• Providing first level resolution for incidents and requests using established, documented troubleshooting methods;

• Escalating incidents to the next level of technical support (including internal CBP support teams and third-party vendor support) via ticket entry/transfer and, depending on priority and/or government requirement, warm transfer of call;

• Monitoring and communicating the status of the ticket to customers, documenting the communication in the ticket;

• Identifying, escalating, monitoring, and verifying resolution for contacts (calls, chats, emails, self-service tickets) from or on behalf of high level (“sensitive”) VIP customers. This includes ensuring timely and accurate escalation of the incidents, monitoring status of the incidents, and reaching back to customers to validate resolution

Tier 1 Major Incident Handling responsibilities include:

• Participating in major incident management efforts, including:

o Monitoring ticket trends and agent escalations to identify potential major incidents (incidents affecting multiple end users);

o Escalating major incidents to appropriate major incident management teams based on established escalation procedures;

o Generating and monitoring “master tickets” related to known issues, change request and major incidents—as well as relating individual incident tickets to the master tickets;

o Participating in bridge calls related to major incidents and outages—receiving and monitoring updates regarding the resolution of the issue and providing updates of user impact including how many tickets are generated;

o Communicating the customer experience of outages to the major incident management teams as well as the status of outages to customers;

o Developing and deploying alert messages via phone and internal web/SharePoint pages to communicate outages and potential workarounds to customers in order to mitigate call volume for known issues/outages;

4.2.2. TSD Tier I External Operations

The Contractor shall serve as the centralized Point of Contact (POC) for Participating Government Agencies (PGA), importers and exporters who access CBP applications, staffed 24 hours/day and 365 days/year. The contractor shall provide the first level of support (Tier I) for PGA, importer and exporter customer technology inquiries and support services. The Contractor shall perform in accordance with published TSD procedures—including call handling, ticket creation, troubleshooting, resolution, and escalation. The Contractor shall meet performance objectives outlined in Addendum A – Performance Requirements Summary. This includes bilingual (Spanish and English) support dealing with trade facilitation, trade compliance and trade enforcement. Technical incidents/requests shall be tracked through the use of the Government-provided Service Management Tools (e.g., ServiceNow and/or other required tools). Responsibilities include:

• Answering and responding to incoming calls via the external TSD “866” number as well as emails and self-service tickets from customers;

• Recording all technology incidents and/or service requests in the appropriate Service Management Tool (e.g., Remedy or other required tools), documenting in the ticket all actions performed by Tier 1 as well as all information required by the next level of support (following appropriate ticket templates and support procedures)

• Providing initial investigation, triage, and troubleshooting support for web-based and client based CBP proprietary systems and applications;

• Providing first level request intake and account management support related to CBP proprietary systems and applications, including:

o Password reset and account unlock support, adhering to security and technology policies;

o Initial request intake, gathering appropriate information and verifying customer identity, using approved government tools and following established government procedures

• Providing first level resolution for incidents and requests, when possible, using established, documented troubleshooting methods;

• Escalating incidents to the next level of technical support (including internal CBP support teams and third-party vendor support) via ticket entry/transfer and, depending on priority and/or government requirement, warm transfer of call;

• Monitoring the progress of tickets, communicating the status of the ticket to customers, and documenting the communication in the ticket

• Providing 24x7x365 TSD Operations and Maintenance (O&M) support services to the ACE Program/Project Offices. These support services shall be provided when the requirement does not conflict with incoming call volume/wait times. ACE O&M Support services may include:

o Actively participate in ACE Priority bridge calls;

o Participate in Root Cause Analysis calls;

o Participate in status calls deemed necessary to support day-to-day project activities;

• Verifying and validating that the ACE portal is accessible to users (e.g., fully operational) and meets performance specifications, using all ACE portal environments (e.g., Production and Training and Certification (T&C)). Historically, validation is conducted every three (3) hours; after maintenance; and is performed by a help desk specialist.

• Providing 24 hours/day and 365 days/year bilingual (Spanish and English) support for Automated Commercial Environment (ACE) dealing with trade facilitation, trade compliance and trade enforcement. Typical call volume for Spanish language support is significantly less than 1% of total volume, but this support must be available 24x7x365

4.3. Task 3: ACE Account Service Desk (ASD) Support

The Contractor shall provide personnel to staff and maintain the Tier II Automated Commercial Environment (ACE), Account Services Desk, (ASD), which is operational 24x7x365 supporting over one-hundred thousand active users comprised of Trade, PGA, and CBP clients. This requirement is for advanced support for ACE dealing with trade facilitation, trade compliance and trade enforcement. The ACE Secure Data Portal is a web-based application providing a single, centralized on-line access point to the ACE system and connects CBP, the trade community and government agencies involved in importing goods into the United States. The ACE portal gives users access to view their account information as it exists in CBP and to their transactional data, which they can use to identify and evaluate compliance issues and monitor daily operations. The ACE portal also allows users to access the reports tool, which can be used to compile data and perform national trend analysis. The Contractor shall meet performance objectives outlined in Addendum A – Performance Requirements Summary.

The Contractor ACE ASD responsibilities may include answering and responding to incoming calls and emails pertaining to:

• Technical questions and assist in formulating responses concerning the function and operation of the ACE cargo processing system.

• 24x7x365 bilingual (English/Spanish) support to the trade user community.

• ACE Portal Account business process instruction which include:

o Assisting in trade user enrollment and account activation o Maintain documents (Welcome Letters and guidance documentation) supporting user enrollment and account activation.

o Account Management process for CBP and Trade user community.

• Support end users (trade, CBP and PGA’s) in the use of ACE Portal functionality, including ACE Reports.

• Update ASD SOPs as requested.

• Contribute to TSD’s Knowledge Management effort, including:

o Submitting formal requests for KMS documentation.

o Creating KMS documentation at the request of the Government.

o Updating KMS documentation at the request of the Government.

o Reviewing KMS documentation at the request of the Government.

• As requested, attend periodic ACE training sessions offered to CBP, PGA, and trade users to maintain proficiency.

• User documentation and instructional materials

• Respond to urgent priority requests as outlined in the SOP, such as ACE Command Center/ War Room problem resolution requests (during initial phases of ACE deployments)

• As requested, participate or attend internal or external meetings or conference calls necessary to remain versed in ACE, pertaining to the ASD scope of work.

• Assist OIT in assessing systems risks due to cybersecurity threats and incidents on the trade community. As directed, perform timely inactivation/restoration to ACE Portal accounts of impacted trade user(s).

4.4. Task 4: TSD Advanced Support (Tier II) Operations

The Contractor shall provide 24x7x365 Tier II level advanced support. TSD advanced support teams shall provide advanced technology support for incidents and requests transferred via Remedy Ticket or warm-transferred telephone call. The Contractor shall meet performance objectives outlined in Addendum A – Performance Requirements Summary.

TSD Advanced Support (Tier II) Operations Responsibilities include:

• Advanced (second level) remote troubleshooting for incidents related to:

o Mobile device issues, including issues with CBP’s mobile service environment

(currently AirWatch) o Email and Microsoft Outlook accounts and functionality o Personal Identity Verification (PIV) card access to CBP systems o Remote Virtual Private Network (VPN) access to CBP systems (CBP currently leverages Global Protect and Zscaler for VPN access) o Remote access using the DHS Workplace (Workplace as a Service) tool o Microsoft Office products o Windows and Active Directory o Remote software installations

• Incident escalation to the next level of technical support (including internal CBP support teams and third-party vendor support) via ticket entry/transfer and, depending on priority and/or government requirement, warm transfer of call;

• Remote installation and troubleshooting support for workstations and peripherals such as desktop computers, laptops, tablets, printers, scanners, cameras, etc.

• Remote installation of approved software using the Government-provided tool

5. PERFORMANCE STANDARDS:

The contractor shall adhere to the following standards in the performance of this PWS. See Addendum A – Performance Requirements Summary for acceptable quality levels.

Task Performance Standard

Task 1: Program Management Customer Satisfaction: The percentage of responses with an overall positive rating

Task 1: Program Management Operational Event Handling: Percent of operational events that the government was notified within xx minutes of start and that after action report was provided within deadline (By 8:00 am the following morning) and quality standards

Process Deep Dive Handling: Perce

Task 1: Program Management

Quality: Customer contacts (calls, chats, emails, self-service) and tickets are handled according to documented TSD Procedures.

Task 2: TSD Tier I Operations

Service Level (answer time): The percentage of calls and chats answered within 60 seconds

Net First Contact Resolution: Tickets resolved at first contact that TSD has the capability of resolving (excludes incidents/requests for which TSD do not have appropriate permission and/or accesses to resolve). This will be based on ticket templates used.

Gross First Contact Resolution

Abandon Rate: The percent of calls received by TSD that were abandoned by the caller. Note: Calls abandoned within 10 seconds are excluded from calculation.

Email Processing: The time it takes from receipt of an email to the time that a ticket is created, assigned to appropriate support group and/or the customer notified per standard procedure

Self-Service Ticket Processing: The time a self-service ticket spends in the Tier I contractor’s assignment group(s).

This is currently measured using the “Actual Duration” in Remedy’s Assignment Log table.

Major Incident and Sensitive VIP Escalation: The percentage of multiple-customer affecting incidents and tickets/requests created by or for “Sensitive” VIPs that were escalated within established time objectives and procedures

Task 3: ACE Account Service Desk (ASD) Support

ASD Ticket Processing: The time a ticket spends in the contractor’s Advanced Support and ACE Account Service Desk assignment groups. This is currently measured using the “Actual Duration” in Remedy’s Assignment Log table.

ASD Ticket Resolution: The percentage of tickets assigned to Tier II that were resolved by Tier II.

TSD Advanced Ticket Processing: The time a ticket spends in the contractor’s Advanced Support and ACE Account Service Desk assignment groups. This is currently measured using the “Actual Duration” in Remedy’s Assignment Log table.

TSD Advanced Ticket Resolution: The percentage of tickets assigned to Tier II that were resolved by Tier II.

Exclusions/Exceptions: The above Performance standards may be excluded from measurement for a specific day (or days) if BOTH of the following criteria are met:

Contact (Call, chat) volume for the full day (i.e., Mon, Tues, Wed, etc.) exceeds threshold established for the task (See Addendum C, D and E for thresholds); and, Contractor management provides evidence that Contractor followed the approved Operations Management Plan.

6. DELIVERABLES / WORK PRODUCTS DELIVERY SCHEDULE:

The Contractor shall submit all deliverables and work products on time and in the format specified in the Task Order. All electronic files shall bear filenames that clearly reflect the title of the deliverable or work product. All information contained in the deliverable and/or work product will become the property of the Government. If deliverables or work products include patent, intellectual property, financial, personal, or other information that the Contractor believes is proprietary or otherwise restricted, the Contractor shall inform the Government before delivery.

6.1. Deliverables

The Contracting Officer’s Representative (COR) will accept or reject deliverables within ten

(10) business days; all deliverables are subject to the COR’s review and recommendations.

Unless otherwise stated, all deliverables shall be produced using Microsoft Office Professional products or the service management and call management tools. The deliverable is not considered accepted until the COR’s approval is provided stating acceptance of the work performed by the Contractor. If a deliverable is rejected, the Contractor shall make corrections as specified by the COR and resubmit the deliverable for review and approval to the COR within three (3) business days at no additional cost to the Government.

Deliverable Associated Task / Objective

Deadline

Incoming Transition Plan Program Management and Incoming Transition

Task 4.1.1 and 4.1.2

Due 5 business days after Post- Award Kickoff Meeting

Incoming Transition Status Report

Program Management and Incoming Transition

Task 4.1.1 and Task 4.1.2

Every weekday during the incoming transition period only

Process, Procedure and Operations Deep Dive

Program Management and Incoming Transition Task 4.1.1 and 4.1.2

Initial due 30 days after contract award, monthly thereafter (as part of Program Management Review)

Quality Control Standard Operating Procedures (SOP)

Program Management and Incoming Transition Task

4.1.1 and 4.1.2

75 calendar days after task order award; updated as required

Training SOP – Including Curricula, Guides, and Processes/Procedures

Program Management and Incoming Transition

Task 4.1.1 and 4.1.2

75 calendar days after task order award;

Updated as needed and reviewed quarterly.

Staffing Plan Program Management and Incoming Transition Task 4.1.1 and 4.1.2

Due 5 business days after Post- Award Kickoff Meeting; updated as required

Operations Management SOP Program Management and Incoming Transition Task 4.1.1 and 4.1.2

75 calendar days after task order award; reviewed quarterly

Program Management Review Materials and Written Report

Program Management

Task 4.1.1

Monthly, 5 business days after month end (meeting time to be determined collaboratively each month) beginning in Option Period

ASD Report ACE ASD

Task 4.3

Monthly, 5 business days after the close of each month beginning in Option Period 1

Outgoing Transition Plan Program Management and Outgoing Transition

Task 4.1.1 and 4.1.3

Due 180 calendar days prior to the end of the period of performance

6.1.1. Incoming Transition Plan

• Transition Approach – Overall approach to transition

• A detailed summary how the contractor shall approach all transition events and estimated milestone dates, including, as a minimum:

o Onboard plan of key personnel o Onboard plan of non-key personnel

▪ Completion of incumbent / employee candidate contact

▪ Completion of incumbent / employee candidate capture, with letters of intent from key personnel o Completion of internal contractor pre-screening for new employee candidates (see paragraph 10. Security) o Submission of Background Investigation (BI) packages for new employee candidates o Submission of BI transfer requests for incumbent employees o Applicable debriefing and personnel out-processing procedures o Knowledge Transfer – Discuss how knowledge will be transferred from the incumbent o Evaluation of current support processes, procedures, tools and metrics o Identification of risks and recommended mitigations

6.1.2. Incoming Transition Status Report

During the transition period, the contractor shall report on the status of the incoming transition on a weekly basis. The contractor shall deliver/brief this report weekly during the program management review meetings and shall include status of the following, at a minimum:

• Onboarding of key personnel;

• Incumbent employee candidate capture;

• Internal suitability vetting for new employee candidates;

• Submission of BI packages for new employee candidates;

• Submission of BI transfer requests for incumbent employees;

• For time and materials (T&M) or labor hour (LH) funding status, including burn rate (cumulative to-date, during reporting period, projected as applicable)

• At the successful conclusion of the incoming transition period, the contractor shall provide a Transition Closeout Report. The Transition Closeout Report shall include the following:

o Actual staffing by labor category versus planned staffing with explanation of any variance;

o Mitigation report if actual staffing is below the staffing required to meet the performance objectives;

o Recommendations for improving TSD Operations (i.e., processes, procedures, documentation, and knowledge management);

o Lessons learned – detailed enough to support operational decision making.

6.1.3. Process, Procedure and Operations Deep Dive

The contractor shall review existing support operations as well as process and procedure documents against Key Performance Indicators, including Gross First Contact Resolution (FCR) and Quality. The contractor shall provide a report of findings, including strengths, weaknesses and recommendations for improvements. In order to ensure continual process improvement, the Deep Dive shall consist of three (3) monthly phases, to be performed concurrently:

• Phase 1: Ticket review/Initial Findings: During this phase, the Contractor and Government shall identify a topic for the month (this could be based on application or service). The

Contractor shall review interactions and tickets related to the topic, and identify areas of strength and findings for improvement

• Phase 2: Documentation Updates and Training: Based on the findings from Phase 1, the contractor shall flag knowledge articles for revision or identify knowledge gaps that require new documentation. Upon completion of article updates, the Contractor shall train current staff in those updates.

• Phase 3: Evaluation of Updates and Training: The Contractor shall review interactions and tickets to verify that the updates and training performed in Phase 2 were effective and that

Contractor personnel are following all updated procedures and documentation

Again, these phases shall be performed concurrently, so as Month/Phase 2 begins for a topic, the Contractor shall initiate Month/Phase 1 for a new topic. See table below for example:

6.1.4. Quality Control SOP

The contractor shall furnish a detailed SOP that describes the specific processes and procedures for implementing and maintaining high-quality services, work products / deliverables, and meeting/exceeding the standards outlined in the PWS while ensuring excellent customer experience. The QCP shall also include, as a minimum:

• Monitoring and ensuring that staff deliver the highest level of polite, professional, and effective customer service;

• Monitoring and ensuring that staff comply with documented processes and procedures;

• Remediation of complaints from customers and other support groups;

• Continual service improvement based on trends in AQLs as well as positive/negative feedback from customers and other support groups.

• How process improvements and lessons learned will be captured and shared, to include recommending new communication channels at all levels.

Month 1 Month 2 Month 3 Month 4 Month 5 Month 6

Topic 1 Phase 1 Phase 2 Phase 3

Topic 2 Phase 1 Phase 2 Phase 3

Topic 3 Phase 1 Phase 2 Phase 3

Toipic 4 Phase 1 Phase 2 Phase 3

6.1.5. Training SOP

The contractor shall furnish a detailed SOP that describes in detail its processes and procedures for training new hires and recurring training for existing staff. The Training SOP shall center on best practices of customer support etiquette, technology triage/troubleshooting, and effective documentation and escalation of incidents and requests. The Training SOP at a minimum must specify the full curriculum (including schedules, lessons, learning objectives, and training methods for the following):

• Overall New-Hire training

• Refresher training to reinforce CBP system-specific support

• Ad Hoc training to ensure appropriate support for new or updated CBP systems or applications

• Ad Hoc training based on improved or updated support procedures

6.1.6. Staffing Plan

The contractor shall prepare and submit a detailed Staffing/Resource Management Plan that clearly demonstrates how it will obtain the required staff to meet the Government’s requirements as defined in the PWS. The Staffing/Resource Management Plan shall include the names and resumes of key personnel and any other key positions identified in the PWS. Considering that it can take up to six (6) months or more to onboard a new hire through the CBP Background Investigation process, the plan must include staffing strategies that address how the contractor plans to recruit, align and retain staff in order to maximize performance. The plan must include the following, at a minimum:

• Staffing level by labor category required to provide quality performance,

• Number of shifts and total full-time equivalents (FTEs) to provide quality performance,

• Staffing matrix that covers each day of the week and half hour (see Appendices C, D, and

E) of the day for contact (phone, email, self-service ticket, chat) coverage to provide quality of performance. Staffing matrix should include number of staff available to take calls during the period—accounting for breaks, lunch, training, processing incoming emails, etc.

• Staffing/coverage model for each day and half-hour period should account for 30-35% shrinkage and agent occupancy not to exceed 85%

• Methodology / benchmark used to develop the staffing level required to provide quality performance.

• Staff retention and retention plan to minimize turn-over

• Supervisory plan and organization chart/matrix, outlining the total number and labor categories of supervisors, and verifying the following:

• At least one supervisor in on duty for all shifts 24 hours a day

• At least one supervisor is located within commuting distance of each Place of

Performance

• Names (if available) and labor category of proposed key personnel

• Management of subcontractors (if applicable)

6.1.7. Operations Management SOP

The contractor shall furnish a detailed SOP that describes in detail its processes and procedures covering the “what, who, when and how” it takes to continuously manage operations including, at a minimum:

• Daily resource management (how the contractor plans to review and adjust to scheduled or unscheduled leave, lunch breaks, etc.);

• Monitoring and mitigating against real-time performance issues related to staffing shortages and/or volume spikes;

• Identification and definition of an “operational event” (including spikes in call/email/self-help volume, spikes in telephone wait time, and/or email/self-help ticket processing delays)

• Operational event escalation and notification within 30 minutes of operational event start, including full escalation path from Tier 1 agent through Contractor leadership and TSD Government as needed;

• Provision to government of an “after action” report within one business day of the end of an operational event, including the specific content of the report;

• Onboarding of support for new systems/applications that require Technology Service Desk Tier 1 and/or Tier 2 services.

6.1.8. Program Management Review Materials and Written Report

Contractor program management support shall be responsible for attending, coordinating and facilitating the monthly Program Management Review (PMR) meeting to brief Government management regarding operational performance. The Contractor shall be responsible for all aspects of the review, including preparing meeting agendas, reports, support documentation, and providing meeting minutes with any action items documented. This PMR will cover all task order Contract Line Numbers (CLINs). The Contractor shall provide a written report five (5) business days after the close of each calendar month starting in option period 1. The report shall cover the following (exact content may change upon agreement of Government and Contractor):

• Performance against the objectives outlined in the PWS, including for each performance objective:

o CLIN/Task o Name of Acceptable Quality Levels (AQLs) /Objective o Target Value o Actual Value o Trend analysis of previous months’ performance versus target o “Get well” plan for any objective missed

• Operation Management and staffing performance, including:

o Volume/Staffing Event handling:

▪ Total number and duration of events

▪ Percent mitigation activities performed within operation plan guidelines

▪ Percent operational status communicated within operation plan guidelines

▪ Percent after action reports provided within operation plan guidelines o Staffing performance, including:

▪ Staff Additions/Departures during performance period

▪ Verification that current staffing allocation meets contractual volume threshold or identification of areas where staffing does not meet contractual volume threshold

▪ Staffing Pipeline (known start dates, known resignation dates, status of BI process)

• Project/Initiative Updates (including but not limited to onboarding of new support technologies and onboarding of new systems/applications that require TSD support) o Name of Project/Initiative o Milestones o Current Status o Issues/risks (with proposed mitigation)

• Issues and concerns, including:

o Name/Description of issue/concern o Impact (this should be measurable) o Mitigation plan and current status

• Process, Procedure and Operations Deep Dive o Review of findings and improvement plans for topics ending Phase 1 o Review of updates and training performed for topics ending Phase 2 o Review of performance for topics ending Phase 3 o Identification/review of topics entering Phase 1

6.1.9. Monthly ASD Report

The Contractor shall provide a monthly report starting that addresses all activities and tasks performed, to include but not limited to the following: ACE account management data, service management tool (e.g., ServiceNow or other required tool) statistics to include volume,…