Draft SOW -CBP NII FY21 Video-scope. (v3) 02.16.2021_mk.docx

U.S. Department of Homeland Security U.S. Customs and Border Protection

Statement of Work For:

U.S. CUSTOMS AND BORDER PROTECTION

NON-INTRUSIVE INSPECTION SYSTEMS

Video-Scopes

PREPARED BY:

NII PROGRAM MANAGEMENT OFFICE (PMO)

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Contents

STATEMENT OF WORK

1. PURPOSE

The U.S. Customs and Border Protection (CBP) seeks to acquire Small-Scale Handheld NII Video-scope equipment. The purpose of this procurement is to provide CBP Officers and Agents the capability of visually inspect dark voids such as fuel tanks and body panels. These areas are difficult to access while conducting inspections of vehicles referred for further inspection to detect concealed contraband at Ports of Entry (POEs), Check Points and other inspection locations, when arriving or departing the United States.

1.1. Background

Customs and Border Protection, an agency of the Department of Homeland Security (DHS), is responsible for targeting, selecting, and examining cargo deemed high risk for terrorist-related activity, smuggling of contraband, and trade law violation. CBP is also responsible for facilitating the release of low-risk cargo and the flow of free trade. CBP has a continuing requirement to interdict contraband such as weapons, explosives, illegal drugs, currency and weapons through examination of conveyances. U.S. CBP deploys handheld video-scopes to detect the presence of concealed objects in targeted conveyances.

1.2. Scope

The Contractor shall supply video-scopes to be utilized at multiple CBP Office of Field Operations (OFO) POEs, United States Border Patrol (USBP) checkpoints and CBP Air and Marine Operations inspection locations. These instruments shall perform inspections of vehicles and conveyances for detection of illegal contraband coming into the United States.

CBP officers and agents inspect suspect areas by feeding the video-scope cable conduit tip into the interior areas of suspected conveyance (e.g. vehicle’s fuel tanks, body panels) to provide unimpeded view to the operator (officers and agents). The cable conduit transmits images to the handheld monitor screen to provide visual confirmation of the presence of concealed material to the operator. Transmissions are captured and recorded by the video-scope’s camera. Images and videos are stored and exported to document results of the inspection for evidence purpose. The technical performance specifications and service requirements for the video-scopes are contained in the sections below.

1.3. Period of Performance

The awarded contract will consist of one (1) base year and four (4) optional years. If all options are exercised, the ordering period is five (5) years from date of award. The effective period begins at award and ends at completion of the warranty period of the last video-scope order during of the last active order, or the last day of the ordering period, whichever is later.

CBP intends to procure one-hundred (100) video-scopes during the base year and a total of one-thousand and nine hundred (1900) video-scopes during four (4) Option Years.

1.4. Program Organization

This procurement is under the technical direction of the Contracting Officer Representative (COR) assigned to the CBP OFO Cargo and Container Security (CCS) NII Program Management Office (NII PMO). The maintenance, repair, and logistic support will be managed by the CBP Enterprise Networks and Technology Support Directorate (ENTSD) – Integrated Logistics Division (ILD). Human Systems Integration assessments for the procurement of the was conducted by the S&T Systems Engineering and Standards Division Integration Branch Office of Science and Engineering Systems Engineering & Standards Division, Science and Technology Directorate DHS.

Human Systems Integration is a systems engineering discipline concerned with all aspects of systems and technologies that impact and are impacted by human performance and safety. These include human factors engineering, manpower, personnel, training, safety and health, personnel survivability, and facility or workplace habitability. Human Systems Integration Assessment of the Video Scope SOW were conducted by S&T Systems Engineering and Standards Division Integration Branch.

1.5. Government Management Organization

CBP management of this procurement will be accomplished through the CBP OFO/CCS/NII PMO for system acquisition, delivery, and acceptance. CBP Enterprise Networks and Technology Support (ENTS) Integrated Logistics Division (ILD) will manage the system(s) during the warranty period to include any corrective maintenance actions, preventive maintenance activities, and if needed on-demand services. CBP Office of Training Development (OTD) will approve training development. CBP OTD and OFO/CCS/NII Division Training & Logistics Support Branch (TLSB) will coordinate operator training presentations.

1.6. Shipping Instructions

The contractor shall include shipping and delivery to ILD F.O.B Destination in the price of each unit. Each system and the associated equipment and accessories shall be shipped together in the case as follows:

For Common Courier (FedEx, UPS, USPS):

U.S. Customs & Border Protection Mail Stop: 1220 Integrated Logistics Division 10720 Richmond Highway Lorton, VA 20598

For Freight Services:

U.S. Customs & Border Protection Integrated Logistics Division 10720 Richmond Highway Lorton, VA 22079

2. APPLICABLE DOCUMENTS

Documents cited shall be referenced and used as called for in this Statement of Work Performance Specifications and the Data Item Deliverables.

2.1. Federal Regulations and Publications

1. Code of Federal Regulations, 29 CRF 1910.307, Occupational Safety and Health Standards (OSHA).

2. United States Code, (44 USC 35), Federal Information Security Management Act (FISMA) of 2014

3. DHS Sensitive Systems Policy Directive 4300A, Version 13.0.

4. CBP Information Systems Security Policies and Procedures Handbook, HB 1400-05D, Version 7.0.

5. United States Code (36 CFR 1194.21) Software Applications and Operating Systems

2.2. National Standards

1.

1.1.

a. International Electro-technical Commission (EIC) Standard 60529

b. Ingress Protection (IP) Standards 54, 67

c. National Fire Protection Association (NFPA) 79, Electrical Standards for Industrial Machinery, 2015

d. Military Standard (MIL-STD) 810G including 511.5, 511.6

e. Military Standard (MIL-STD) 1472H, DoD Design Criteria Standard: Human Engineering, 15 September, 2020

2.3. Order of Precedence

In the event of a conflict between the texts of this Statement of Work (SOW) and the references cited above, this SOW takes precedence. However, nothing in this SOW supersedes applicable federal and state safety laws.

3. REQUIREMENTS

The Contractor shall meet all requirements and perform all tasks associated with this SOW as specified. The Contractor shall deliver fully operational video-scopes to the CBP’s Integrated Logistics Division (ILD) Maintenance & Logistics Depot in Lorton, Virginia (see section 1.5).

The Contractor shall retain ownership of the video-scopes until the government accepts each system upon delivery (F.O.B. Destination) in accordance with this SOW.

The Contractor shall perform all work necessary to deliver the specified video-scopes. The Contractor shall meet or exceed all technical specifications. The system shall conform to 29 CFR Part 1910.307 as well as all other regulations slated in this SOW.

Documentation shall be provided with the Proposal indicating compliant to the following:

IP Standard 54, IP Standards 67, MIL-STD810G Test Method 511.5/511.6 (or other recognized industry equivalent test standard) and documentation indicating capabilities to operate and store on high and low temperatures and humidity levels.

A functionality test of the equipment will be performed during the source selection process. Assessment results, test data including images, and findings captured as part of the source selection process may be retained by the Government for future internal Government purposes only and may be referenced or published within Law Enforcement Sensitive (LES) publications or websites.

The Contractor shall assume all risks for damages on any of the system’s components resulted from the drop tests.

3.1. Performance Requirements and Human Systems Integration Assessment

The Video-scopes shall be portable, compact, lightweight handheld device that can efficiently inspect inaccessible areas for general use inspections, such as fuel tanks and car doors, facilitating the discovery of hidden contraband without damaging the object of interest or the vehicle. In addition, CBP has a requirement for Video-scopes for specialty uses as the inspections of conveyances such as Seaport Containers, extended reach such as bus fuel tanks, tunnels etc…specific requirements for general use and specialty uses are individually described on the attached SOW Appendix A.

Human Systems Integration is a systems engineering discipline concerned with all aspects of systems and technologies that impact and are impacted by human performance and safety. These include human factors engineering, manpower, personnel, training, safety and health, personnel survivability, and facility or workplace habitability.

Video-scope system and all its components: handheld, monitor/controls, cable conduit, and external storage port shall be capable of maintaining operation during various conditions ranging from very low to very high temperatures as well as low and high relative humidity levels.

1. Standard IP54 compliant. All components of the system shall maintain operations during inclement weather such as rain and snow.

2. MIL-STD810G Test Method 511.5/511.6 compliant for Explosive Atmospheres.

3. MIL-STD1472H, DoD Design Criteria Standard: Human Engineering, 15 September, 2020

3.1.1. System

System shall be capable of operating with removable, rechargeable and commercially available batteries. In the event charging is unavailable, the system shall operate with disposable commercially available batteries. The system shall be designed to allow for battery replacement in the field without any tools. Fully charged system shall be capable to maintain operation for a continuous period of time of four (4) hours or greater.

The system shall require no more than two (2) people to operate all of its functions (e.g. inserting, securing and extracting cable conduit component; operating all applicable functions from the handheld components (e.g. viewing, zooming, capturing images, recording videos; including articulating the cable conduit, while inside the inspected area).

The system operation shall allow operators to wear gloves (e.g. 5mm nitrile) while performing all functions necessary to conduct inspections.

All system's components shall be rugged and durable enough to withstand impact and maintain full operability after accidental falls. The drop test set for the threshold requirement consists of six (6) consecutive drops on all sides, from a height distance of four (4) feet. After the drop test set is complete, each component of the system will be evaluated to verify that their full and ungraded operability has been maintained. The Contractor shall assume all risks for damages on any of the system’s components resulted from the drop tests.

3.1.2. Cable Conduit

The entire cable conduit and, if applicable, including camera shall be submersible without diminishing the system’s full capabilities. The cable conduit shall adhere to IP Standard 67.

The cable conduit shall be intrinsically safe for use in water, ignitable fluids, fuel systems (e.g. gasoline, ethanol, diesel), and all explosive atmospheres. MIL-STD810G Test Method 511.5/511.6 compliant.

The cable conduit shall be resistant and made of flexible material. The cable conduit shall have protective characteristics to prevent cuts and abrasions damages, and shall protect from fluids to maintain its integrity and the system’s standard operation by not degrading performance and preventing any components to break away and become detached. When fully extended the cable conduit length shall be long enough to reach deep into the areas of inspections.

The cable conduit shall be capable to fit into tight spaces. The cable conduit shall be capable to be inserted and extracted from the interior areas without causing damages to the system and/or inspected areas.

The outside diameter of the cable conduit is specified for each specific use.

The cable conduit shall have a light source near its tip to allow the operator unimpeded view to illuminate the inspection environment.

The cable conduit shall have articulation capabilities allowing the minimum of two-ways, from straight sixty (60) degrees each for a minimum adjustable articulation of one hundred twenty (120) degrees.

The cable conduit shall be attached and detached from the handheld device without the need for tools.

The attachment of the cable conduit and the handheld device shall remain secure throughout use of the video scope.

The cable conduit shall be easily and quickly attached and detached from the handheld device by a single operator wearing gloves without the need for tools.

Control of the camera position through cable articulation in 3 degrees of freedom (along the X axis, up and down, along the Y axis, left and right, and along the Z axis, fore and aft) shall be intuitive, meeting user’s expectations, and shall not require extensive training.

3.1.3. Handheld

The handheld shall be lightweight. The handheld shall weigh four (4) lbs. or less.

The handheld shall require no more than two-hands to perform all functions for its full operations (e.g. holding, viewing, capturing images, recording videos, zooming and adjusting articulations).

The device shall provide the capability for the quick connect and disconnect (e.g., not threaded) of the cable conduit.

The device design shall support the user's mobility and expected range of motion in that its size, weight, placement, and attachment to the body, if any, are appropriate for the environment and workflow.

The device design and operation shall not cause discomfort or pain to the user, including avoiding pressure and pinch points, sharp edges and sharp points.

The user shall be provided with a wrist tether to avoid dropping the device.

The device design shall allow the batteries to be replaced in field conditions (i.e., low-light, wearing gloves, during precipitation) without any special tools.

The device shall be able to gripped and operated without degradation when the user’s hands are not fully dry.

The device configuration shall allow it to be operated with one hand, either left or right.

The device shall be easy to grip, have room for finger grips if needed, and be operated or positioned to reduce flexion and extension of the hand and wrist when aligned with the forearm.

The system configuration shall allow the buttons to be easily pushed with one-hand activation.

The system shall provide protection against inadvertently activating buttons or switches.

3.1.4. User interface (Monitor and Controls)

Monitor's display shall be colored, measuring no less than three (3) inches (measured diagonally).

The display shall enable operators to visually detect and confirm the presence of hidden material inside a target area. The monitor shall display at a high-resolution of 680x460 or greater.

The monitor shall be readable in a variety of lighting conditions, including direct sunlight. Shall have rate unit of luminance of 500 nits, or an alternative equivalent such as a sun shield in direct sunlight.

Device visual displays brightness shall be full range continuously adjustable by the user.

The device application should provide the user with essential data and functionality for immediate action. Unnecessary elements, clutter, or information on the screen for other actions should be minimized.

A range of high contrast text color and typefaces should be selectable to allow for the user to optimize readability as dictated by the intended operational environment.

Display icons shall be immediately recognizable by the user community.

Device displays should include design features to limit glare, such as glare filters or anti-glare coating.

Dual coding, such as shape or labeling, shall be used with color coding.

Direct input pointers (e.g., touch-screen) shall be used in preference to indirect input pointers (e.g., trackball, mouse).

The actuating force required for device keypads and controls should fall between 0.3 and 3.9 newtons (0.9 and 14 ounces), except for touch-activated keypads.

Where appropriate, the amount of textual information presented should be minimized to limit the amount of reading required by the user

3.1.5. Camera

The camera when located at the tip of the cable conduit shall be submersible without diminishing its integrity and capabilities, shall adhere to IP Standard 67 and shall be rugged and durable enough to maintain operability after accidental falls.

The camera shall capture imagers and record videos at high-resolution of 680x480 or greater.

The camera shall have a Depth of Field (DOF) from 10mm to 100mm.

The camera shall be capable of zoom with magnification of two (2) times or greater.

The camera shall have focusable digital (virtual) zooming capabilities.

The camera shall be connected to a color monitor with fixed Field of View (FOV) of 60°or greater.

3.1.6. Data Exporting and Storage

The system shall be capable of exporting images and videos with date and time on the screen while maintaining same high-resolution provided for viewing (≥ 640 x 480) and full dynamic range.

The system shall be capable of capturing and storing no less than 100 images while maintaining the same high-resolution and full dynamic range.

The system shall be capable of capturing and storing no less than 25 video clips of at least thirty (30) seconds each, while maintaining the same high-resolution and full dynamic range.

The system shall be capable of exporting to an encrypted CBP/DHS approved transfer medium. Direct Attached Storage (DAS) device as listed in the CBP Technical Reference Model (TRM) The system shall be capable of exporting no less than 25 video clips of at least thirty (30) seconds each, while maintaining the same high-resolution and full dynamic range in acceptable formats: (e.g. MPG, .avi, .mpeg and MP4) while maintaining the same high-resolution and full dynamic range.

Users shall have the capability to zeroize (e.g., permanently delete or erase data, including but not limited to, electronically stored data and images).

3.1.7. Accessories

· One (1) grounding wire. As secondary safety measure against static electricity.

· One (1) fuel tank guide/sleeve device. Flexible and sturdy to enter the fuel tank from outside of the vehicle bypassing the back-flow without damaging the vehicle while maintaining integrity of the device.

· One (1) window wedge guide/device. To safely insert and extract Cable bundle between door panels and windows without causing damages to the vehicle while maintain integrity of the device.

· Two (2) sets of removable, rechargeable, and commercially available batteries. One (1) primary and one (1) spare.

· Two (2) battery chargers – One (1) primary and one (1) spare.

· One (1) vehicle lighter adapter, comparable with system's charger and standard vehicle lighter outlets.

· One (1) rugged, hardened case for storing, carrying, and shipping protection of all components of the system. The carrying case shall be used for local transport and remote transport of the device, cable conduit, and all accessories.

· One (1) Neck, shoulder or cross-body strap. Shall safely fit around neck, shoulder or cross body to ensure security and stability of system. Length is adjustable to fit operators of different sizes. Allows quick release for donning and doffing. Swivel hooks for equipment attachment. Strap allows for pressure distribution over a large area on operator. Washable and easy to clean/decontaminate. Life shall be the same as system.

3.1.8. Wireless Connection

If applicable, the Contractor shall permanently disable all wireless capability within each system prior to delivery to the field.

3.2. Cost-Wise Readiness (CWR)

U.S. Customs and Border Protection (CBP) Cost-Wise Readiness (CWR) Directive 5225-03 focuses on optimizing the performance of system and support services, and establishing efficiency initiatives to minimize investment and sustainment costs while achieving capability and availability (readiness) outcomes. Mandatory CWR metrics to be reported include a CWR Key Performance Measurement (KPM) for readiness (materiel availability), a CWR KPM for materiel ownership costs, a CWR Key Performance Attribute (KPA) for materiel reliability, and a CWR KPA for supply chain materiel mean downtime, along with an assessment of resource-to-outcome sensitivities (best application of resources to achieve/sustain CWR outcomes). Representative KPM and KPA definitions are in Section 5 of CWR Directive 5225-03. Accordingly, the Contractor shall deliver and sustain the system and key subsystems that meet the readiness requirements for materiel availability, the reliability requirement, and the mean downtime requirement that provides the best Total Ownership Cost. The Contractor is encouraged to conduct and report an analytical assessment that offers, for government consideration, an alternative balanced solution of optimum reliability and sustainment cycle time KPAs that result in minimal life cycle costs.

3.2.1. Cost-Wise Readiness Requirements

The following are minimum requirements for system and key subsystem(s) readiness drivers:

Materiel Availability (systems/key subsystems)

Materiel Availability (software/Information Technology (IT) systems, services, and functions)

Analytical Assessment

3.3.1.1. Key Performance Measurements (KPMs)

3.2.1.1.1. Materiel Availability (MA) Am

Materiel Availability (MA) is a measure of the percentage of the total inventory of the system and key subsystems operational (ready for tasking) and capable of performing an assigned mission over a given time. This can be expressed as the number of operationally available systems and key subsystems divided by the total population. MA also indicates the percentage of time that systems and key subsystems are operationally capable of performing an assigned mission and can be expressed as uptime divided by uptime plus downtime. Determining the optimum value for MA requires a comprehensive analysis of the system and key subsystems and their planned use, including the planned operating environment, operating tempo, reliability alternatives, maintenance approaches, and supply chain solutions. MA is largely influenced by system and key subsystem downtime, both planned and unplanned, requiring the early examination and determination of critical factors such as the total number of systems and key subsystems to be fielded and the major categories and drivers of system and key subsystem downtime. MA must address the total population of systems and key subsystems planned for operational use, including those temporarily in a non-operational status once placed into service. The total lifecycle timeframe, from placement into operational service through the planned end of service life, must be included.

The CWR Materiel Availability KPM as defined for the inventory of systems and key subsystems shall be no less than 95%.

Materiel Availability (MA) = Am

Am = Number of Systems and Key Subsystems Operational* (includes spares Total Population of Systems and Key Subsystems (includes spares)

OR

The CWR Materiel Availability KPM as defined for software/Information Technology (IT) systems, services, and functions shall be no less than 98%.

MA is a number between O and 100 that provides the average percentage of time that software/Information Technology (IT) systems, services, and functions are capable of operational use during a specified period.

An MA shall be calculated during the designated normal operating period by using the following:

Materiel Availability (MA) = Am = Uptime

Uptime + Downtime (includes planned and unplanned)

*Operational means in a materiel condition such that the system and key subsystems are capable of performing an identified mission for which they were designed.

3.2.1.1.2. Total Ownership Cost (TOC)

Total Ownership Cost provides balance to the sustainment solution by ensuring Operations and Support (O&S) costs associated with materiel readiness are considered in making decisions. Cost elements can include maintenance, sustaining support, and continuing system improvements, as necessary. This KPM value should cover the planned lifecycle timeframe for the entire population of systems and key subsystems’ readiness drivers, consistent with the timeframe used in the MA KPM. Sources of reference data, cost models, parametric cost estimating relationship and other estimating techniques or tools must be identified in supporting analysis. Programs must plan for maintaining the traceability of costs incurred to estimates and must plan for testing and evaluation. The planned approach to monitoring, collecting, and validating operating and support cost data to supporting the KPM must be provided.

The aforementioned analytical assessment can serve as the basis for deriving the Total Ownership Cost (TOC) KPM.

3.2.2. Key Performance Attributes (KPAs)

1.

1.1

3.2.2.1. Materiel Reliability (MR) = MTBF

Materiel Reliability (MR) is a measure of the probability that systems and key subsystems will perform without failure over a specific interval. MR must be sufficient to support the capability needed for the mission. MR is generally expressed in terms of a Mean Time Between Failure (MTBF), and once operational can be measured by dividing actual operating hours by the number of failures experienced during a specific interval. MR may initially be expressed as a desired failure-free interval that can be converted to MTBF for use as a KPA. Specific criteria for defining operating hours and failure criteria must be provided together with the KPA.

The CWR Materiel Reliability KPA as defined for the system and key subsystems shall be no less than 1000 hours mean time between failure.

Materiel Reliability (MR) = MTBF = Total Operating Hours Total Number of Failures

3.2.2.2. Mean Downtime (MDT)

Mean Downtime (MDT) is the average total downtime required to restore a system and key subsystems to their full operational capabilities. MDT includes the time from reporting of a system and key subsystems being down to the system and key subsystems being given back to operations for use. MDT includes administrative time of reporting, logistics and materiel’s procurement, and lockout/tag out of equipment, etc. for repair.

The CWR Materiel Mean Downtime KPA as defined for the system and key subsystems shall be no worse than 24 hours.

Mean Downtime = MDT = Total Downtime for All Failures Total Number of Failures

3.2.3. CWR Reporting

The contractor shall submit data monthly for the system and each key subsystem group by location in contractor format containing performance outcomes for the following CWR Metrics:

A. Material Availability B. Mean Time Between Failure C. Mean Downtime D. Total Ownership Cost

The Contractor shall deliver the report in a government approved electronic format as agreed to by the Government.

4. LIFE CYCLE SUSTAINMENT AND SUPPORT REQUIREMENTS

The following identifies the life cycle sustainment and support requirements for Video-scope systems and accessories.

4.1. Warranty

The Contractor shall provide a minimum of one-year total NII system warranty for NII System inspection system and subsystems. The warranty period for each Video-scope NII Inspection System and accessories shall begin on the date of acceptance of the Video-scope. The Contractor shall provide Warranty certificate(s) and documentation in Contractor format in accordance with the attached Data Item Deliverable (DID) A020. The Contractor shall provide documented warranty terms for the primary individual system to include, but not limited to the all accessories, controls, lights, cameras, batteries, chargers, etc. Warranties shall include parts, labor, consumables and shipping and transportation required to maintain operational availability and design performance requirements of Section 2.1 of this Statement of Work (SOW). Warranties shall include a replacement provision for units found to exhibit persistent systemic failures. The Contractor shall be responsible for the shipment back to the Contractor’s facility for corrective repair during the warranty period.

4.2. Reliability, Availability and Maintainability Requirements The Contractor shall design the System to meet the Reliability, Availability and Maintainability (RAM) requirements for Mean Time Between Failure (MTBF) and Turn-Around-Time (TAT). The following are minimum requirements for these systems.

4.2.1. Turn-Around Time (TAT)

The Contractor shall provide all the required maintenance and repair services within the required TAT, which is inclusive of logistics time, diagnostic time, fault isolation, waiting or administrative downtime, and corrective maintenance downtime. TAT is defined as the time, in calendar days, from when the individual serialized piece of equipment is received by the Contractor to when the equipment is received and accepted back by the Government. The TAT for each serialize equipment shall be no more than fourteen (14) calendar days. The TAT for each serialize equipment shall be calculated by using the following:

TAT = Day Received at Contractors facility – Day received back by Government

4.2.2. Mean Time Between Failures (MTBF)

The time between failures (TBF) is the time duration from the start of when the system is placed into an ‘operational’ status (Priority level 3) until suffering a failure (Priority level 1). A failure is defined as a malfunction that degrades performance or operational capability, which cannot be tolerated for even a brief period before correction (Priority level 1 work order). The total time between failures (TTBF) is the sum of all TBFs for the reporting period. The MTBF is calculated as the TTBF divided by the total number of failures for that reporting period. The overall system shall be designed to possess a MTBF of no less than 10,000 hours. The Government will calculate the MTBF on an annual basis.

The MTBF for each serialized system shall be calculated annually using a 365-day (8760 hours) reporting period by using the following:

MTBF = Total Time Between Failures (TTBF) Total Number of Failure Incidents

4.2.3. Life Cycle Expectation

The designed operating life of the system shall be no less than 10 years. The system shall be capable of exceeding a normal operating period of sixteen (16) hours a day, six (6) days a week, fifty-two (52) weeks a year during an operating life of ten (10) years and be capable of surge operations consisting of twenty-four (24) hours a day, seven (7) days a week for two (2) weeks three hundred and thirty-six (336) hours).

4.3. Classification of Reliability Critical Items

A Critical Item is an identified weak link in a system, has an adverse impact on, or contributes to failures of the system performing its mission, creates potential safety problems, significantly degrades the image quality, or contributes to other areas of high risk to overall system reliability or performance. The Contractor shall classify all System items as critical if one or more of the following conditions are satisfied, see DID A002:

· Item represents a significant new development or application.

· Item has critical failure modes.

· Item has history indicating need for improvement.

A Preplanned Product Improvement Plan (PPIP) shall be developed and provided by the Contractor for any item with a history of needing improvement in the Contractor’s format.

Item has known operating life, limited shelf life, or environmental sensitivity (e.g., vibration, thermal, etc.) that warrants controlled surveillance. Item whose failure can result in the failure of the system and which is not compensated by redundancy or alternate operational procedures.

4.4. Corrosion Control

The Contractor shall apply industry best practices, techniques, and measures to prevent and mitigate corrosion of the System equipment, such as using corrosion resistant material, properly treating and preparing surfaces, and watertight design and construction and properly mitigate corrosion during corrective and preventive maintenance activities throughout the lifecycle of the system.

4.5. Quality Assurance/Quality Control Plan

The Contractor shall provide a Quality Assurance Plan (QAP) based on the most current and applicable certified ISO processes and procedures. The Contractor’s QAP shall define key performance measures to include traceable metrics, verifiable performance standards, and address risk identification and mitigation processes used to meet the performance requirements in DID A012.

4.6. Sustainment and Maintenance

The Contractor shall provide sustainment, maintenance, and repair services to meet the MTBF and TAT requirements during the warranty period in accordance with Section 5.2.1. Following the warranty period, CBP will maintain the Video-scopes for the remainder of the system’s life cycle utilizing Government resources to conduct Tier II and III services to include, but not be limited to: board/sub-assembly replacement, testing, fault isolation, and depot level repairs. Upon request, the Contractor shall provide repair parts, components, supplies, technical reach back and corrective maintenance as an On-Demand service in accordance with Section 5.9. The Contractor shall make Original Equipment Manufacturer (OEM) parts available to be purchased by the Government for a period of no less than 10 years from date of system acceptance. The Contractor shall meet all work order, TAT, and disposal requirements when providing sustainment, maintenance, and repair services during the warranty period and as part of on-demand services.

4.7. Corrective Repair

The Contractor shall provide corrective repair services for systems procured under this contract after the Government has accepted the quote and issued the repair task to the Contractor. The Contractor shall provide a quote upon receiving a nonfunctional Video-scope detailing all the costs to conduct the repair and return the equipment back to an ‘operational’ status, including parts, shipping & handling, necessary to diagnose and correct malfunctions or failures. The Contractor shall achieve the Turn-Around-Time (TAT) in accordance with Section 5.2.2. The Contractor shall provide a one year warranty period on all the workmanship completed under this repair. This warranty shall include the shipping costs back to the CBP ILD in Lorton, Virginia.

4.8. Work Completion Form (WCF)

The WCF is a form unique to a specific maintenance event. The WCF shall include the WO number assigned by the Government; a description of the maintenance action performed; identify the failure cause/part or symptom; a list of replaced parts by part/serial number; usage data or scan count since last maintenance activity; any additional work performed not covered under the initial work order; and name and email address of the CBP representative that verified completion and completion date/time. The Contractor shall forward the completed WCF and maintenance documentation (if applicable) to the NII Maintenance Center via email or fax within 48 hours of completion of the maintenance action. The Contractor shall provide one (1) copy of the completed WCF to the site CBP representative and forward one (1) copy to the NII Maintenance Dispatch Center upon completion of each required site visit.

4.9. Corrective Maintenance

Corrective maintenance actions include those required to diagnose and correct equipment malfunctions or failures that has occurred or is in the process of occurring. This may consist of repair, restoration, or replacement of components and necessary software upgrades or fixes to improve system performance. Corrective maintenance is an unscheduled maintenance activity caused by a unit or component failure and includes tests, measurements, and adjustments.

The Contractor shall provide labor, services, parts, equipment, supplies, packaging, transport, shipment, and materials necessary to diagnose and correct malfunctions or failures of equipment to return the system to an ‘operational’ equipment.

4.10. Corrosion Control Maintenance

The Contractor shall apply corrosion control techniques and measures to mitigate and correct corrosion of the system. The Contractor shall visually inspect the system for signs of corrosion. The Contractor shall apply best industry standards and practices to remove corrosion or replace parent material, properly treat and prepare surfaces for painting, and apply a color-matched finish, and prevent future corrosion.

4.11. System Obsolescence Reports

The Contractor shall provide obsolescence notifications to the COR one-year before in advance of a component, part, or peripheral associated to the Video-scope becoming obsolete, which would cause the system to be unserviceable, unrepairable, or otherwise unsupportable.

4.12. Repair Parts, Components, and Consumables

The Vendor shall provide a list of part numbers to CBP and allow the Government to appropriately place future orders of repair parts, modules, sub-assemblies, components, ancillary items, special tooling, and consumables for Tier II & III intermediate repairs to be performed on the equipment. The Contractor shall provide a list of part numbers to CBP by which the Government may place future orders of repair parts, modules, sub-assemblies, circuit boards, components, ancillary items, special tooling, and consumables for repairs to be performed on the equipment.

4.12.1. On Demand Engineering Services

The Contractor shall provide engineering services for new and existing systems. Engineering services includes failure analysis, root cause analysis, system operation anomaly analysis, retrofits, technology refresh / system enhancements, network and software enhancements, mechanical and electrical changes, and evaluation of potential or perceived safety hazards to personnel.

4.12.2. Retrofit/Replacement Support

The Contractor shall conduct system upgrades or enhancements, perform work to support the retrofit/replacement of existing systems, execute Service Life Extension Program (SLEP) for identified systems, and perform technical refresh activities in accordance with Government approved Engineering Change Proposals (ECPs) for systems to be or previously procured under this SOW.

4.12.3. On Demand Corrective and Replacement Services

The Contractor shall provide corrective and replacement services for the system and accessories as required due to loss, accidents, and acts of god. On-demand corrective and replacement services will be utilized by CBP for corrective maintenance requirements.

4.12.4. On-Demand - Purchase of Repair Parts, Components, and Consumables The Contractor shall provide repair parts, modules, sub-assemblies, circuit boards, components, ancillary items, special tooling, and consumables for repairs.

4.12.5. On Demand Training

The Contractor shall provide additional, on-demand training services such as: training development, operator and analyst training, secondary operator training, train-the-trainer training, computer/web-based training, training laptops and training materials.

4.12.6. On Demand Maintenance Technician Training

The Contractor shall develop and provide a Maintenance Technician Training curriculum, and deliver Maintenance Technician Training as applicable. This shall include classroom and hands-on instruction, an Instructor Guide, a Student Guide, an Operator’s Manual, a Service and Maintenance Manual, and on-the-job training aids. Maintenance Technician Training shall cover all items contained in the Maintenance Technician/Service Manual (see DID A009). Training shall be performed at CBP’s NII Maintenance, Repair, and Logistics Depot located in Lorton, Virginia. Training shall include two (2) Maintenance Technician Training classes for up to four (4) Electronic Technicians per class, and provide basic operator and depot level electronic technician repair training pertinent to the associated equipment to perform corrective repair of subassembly and components and preventive maintenance on the equipment.

4.12.7. On-Demand Services (Technology Refresh, Other Maintenance, and Other Support Services)

Separate from the maintenance services outlined in the SOW above, additional services may be required during the course of the period of contract performance. The Government will determine the need and priority for these additional services to meet urgent requirements when they occur and provide a written Request for Quote to the Contractor for these On-Demand Services. The Contractor shall provide a quote with a detailed firm-fixed price estimate or quote for each On-Demand task for requirements described in this SOW, which will be valid for at least 90 days. These services will be executed using firm-fixed priced orders for technology refresh of software or hardware, product reconditioning, corrective and replacement services, integrated logistics services, refurbishment services, engineering services, computer-based training, operator and analyst training, operator and analyst refresher training, secondary operator training, train-the-trainer (T-3) training and secondary operator T-3 training.

4.13. Configuration Management

The Contractor shall not change, upgrade or make modification to CBP equipment or its configuration during without prior approval from the COR. Equipment configuration changes approved by the COR and ILD shall be reflected in System User’s and Service and Maintenance Manuals, Hazardous Materials Lists, Configuration Management documents and Technical Documentation Package DID A016.

4.14. Technical Documentation

The Technical Documentation shall consist of all documentation used by the Contractor and all subcontractors in the production of NII System inspection system and subsystems, and any follow-on production or modification. This shall include the Configuration List and any background or supporting documentation used to make design or production decisions. The Technical Documentation Package shall be prepared in accordance with DID A017. The manufacturer shall maintain this documentation past the planned life of NII System inspection system and subsystems.

4.15. Management of the Technical Documentation

The Contractor shall maintain a Technical Documentation file at the Contractor's point of manufacture, which contains all relevant data for the design and production of NII System inspection system and subsystems, produced under this contract. Management of this data shall be in accordance with the CBP Configuration Management Plan.

4.16. Engineering Change Proposals

As technological advances occur and become available, the Contractor shall provide recommendations in the form of Engineering Change Proposals (ECPs) for performance enhancements, reliability improvements, and cost savings to the COR for the Government’s review and consideration. ECPs enhance the performance or reliability of the finished goods or services or reduce the cost of the good or services for the Government. ECPs may be proposed by either the Contractor or the Government. All ECPs must be approved by the Government before changes can be made that effect the form, fit, or function of the system or subcomponents, including technology refresh improvements. All approved ECPs shall be incorporated into the Configuration Baseline and Technical Documentation package.

4.17. Technical Manuals

The Contractor shall provide a System User's Manual, Maintenance/Service Manual and Contractor Technical Reference Documentation prepared in accordance with the attached DID A009. The Contractor shall use commercial-off-the-shelf manuals when feasible. Make all manuals in the interactive electronic format.

4.18. System User’s Manual

A System User's Manual is required for each unit developed or produced (see DID A007). The System User's Manual shall contain a description of NII System inspection system and subsystems and its operation. System limitations, safety information and other important information shall be highlighted. The System User's Manual shall contain a detailed explanation of every task required during the operation of the NII System inspection system and subsystems. All operator-level maintenance tasks shall be fully explained in the System User's Manual.

4.19. Operational/Storage Checklist

The Contractor shall provide a laminated Operators Checklist on a single sheet, for each unit developed or produced under this contract, listing each step in the procedure required: (1) for operating Video-scope system. (2) for preparing an operational system for short or long-term storage and (3) for preparing a stored Video-scope system for operation. The checklist shall only list the sequential steps. The Contractor shall describe each step in detail in the System User's Manual and each step shall reference the appropriate System User's Manual page number. The Contractor shall attach the checklist near the Operator's station

4.20. Training

The Contractor shall develop a training program for CBP approval in accordance with DID A007. This training program shall be customized to address CBP’s mission requirements, and be developed in coordination with CBP. The training program shall include Train-the-Trainer (T-3), operator training, and maintenance technician training. All training materials shall be provided in an editable Microsoft Office format. All training documentation shall be incorporated into the Technical Documentation package (see Section 4.14 of this SOW and DID A007). CBP Office of Training Development (OTD) will approve all final training packages submitted by the Contractor. The Government shall have unlimited rights to duplicate, modify, and utilize all training materials and products, including but not limited to those identified below, which shall remain the property of the Government (see DID A007).

4.20.1. Train-the-Trainer

The Contractor shall develop and provide a T-3 curriculum, and subsequently deliver three (3) T-3 training classes, as needed, to CBP and its approved contract trainers. The intent is that CBP trainers will be enabled to certify additional CBP trainers to conduct certification training for CBP operators. T-3 Training shall cover all items contained in the delivery of User Training (see Section 4.20.2, below)

4.20.2. User Training

The Contractor shall develop and provide a User Training curriculum, and deliver on-site user training and all training materials for CBP personnel, to include classroom and hands-on instruction, an Instructor Guide, a Student Guide, a User’s Manual, Personal Qualification Standard (PQS) and on-the-job training (OTJ) aids, written to conform to the requirements of the CBP Office of Training and Development standards. User Training shall cover all items contained in the unit User's Manual (see DID A007). The intent is that Contractor-conducted training will be used until certified CBP trainers are established.

4.20.3. Maintenance Technician Training

The Contractor shall develop and provide a Maintenance Technician Training curriculum, and deliver Maintenance Technician Training as applicable.