FINAL_HSHQDN-17-R-0002_RPM_RP_RFP-Atch_12-Lifecycle_Support-2017-1-19.docx

HSHQDN-17-R-0002

Attachment 12 Lifecycle Support

The Radiation Portal Monitor (RPM) is used by the Government as a component of a system of systems (e.g., the gates) installed at ports of entry (POEs). A given POE may have multiple gates, each with multiple lanes and RPMs including Visual Information Systems, traffic controls, and programmable logic controllers to support radiological/nuclear scanning operations at POEs.

Part A Installation Support The contract calls for the Offeror to provide support to the Government, and Government selected contractors (the deployment contractor), to accomplish the installation of the Offeror’s system at various POEs. In some situations the POE may be modified by the deployment contractor to new site configurations to adapt to changing needs of the Government or to introduce the Offeror’s systems. The expected tasks under installation support include:

· Providing assistance in completing site surveys with the deployment contractor.

· Providing assistance in completing site drawings with the deployment contractor.

· Providing system saftey analyses for permiting.

· Providing assistance in environmental analyses for permiting.

· Providing assistance by informing the Government of requirements, risks, and issues for site installation activities such as laying trenches, installing supports, running electrical conduit, installation of traffic controls, installation of communication systems, installation of vehichle information systems, and installation of Radio-frequency Identification (RFID) antenna.

· Transport, assembly, and installation of system components at a site.

· Provide minor mechanical work external to the system during installation.

· Familiarize Law Enforcement and other Government Operators with proper use of a system at a deployed site.

· Develop system check-out proceedures to ensure proper system installation.

· Assist in completing as-built drawings and configuration information for a site installation after completion.

· Provide input in developing an emergency response plan for systems damaged during hurricane, floods, poor drivers, etc to enable rapid reponse to such events.

Part B Preventive Maintenance Services The Contract calls for the Offeror to provide Preventive Maintenance Services, both preventive and emergency, as a government contractor. Preventive Maintenance is defined as maintenance to support the operation of the RPM against normal wear and tear from proper operations; this includes emergency corrective maintenance actions that originate from issues within the RPM system itself, such as a component failure. The key metric measured by the Government in maintaining the system is Equipment Operational Availability of each RPM. The contract will require:

· Contractor shall sustain and maintain each RPM to the contracted equipment operational availability (Aoe), which will be evaluated on a yearly basis by the Government.

· The Contractor shall provide all the required logistics services (e.g., transportation), repair parts, test equipment, and supplies to conduct maintain operation of the RPMs.

· The Contractor should not utilize large equipment (e.g. cherry pickers) to conduct maintence operations.

· The Contractor shall provide a schedule of planned preventive maintenance activities on a monthly basis to the Government.

· The Contractor shall provide a schedule of planned preventive maintenance actions organized by equipment to the Government five (5) business days prior to the beginning of each month.

· The Contractor shall provide a schedule of planned maintenance visits that has been coordinated with CBP Port POC to the Government within ten (10) business days in advance of port visits.

· The Contractor shall include corrosion cleaning and prevention as part of the preventive system maintenance.

· The Contractor shall not include construction work, repairs to the site, or electrical work external to the equipment unit as performance of preventative maintenance.

· If the Contractor identifies work that needs to be completed to maintain the system during preventive maintenance it shall make a request to the Government for a Work Order for the corrective action.

· The Contractor shall provide a contact for service requests for service calls and Work Orders (WO) from the Government help desk and operations center that is available from 7:00 a.m. to 11:00 p.m. Eastern Standard Time (EST) Monday through Friday and 10:00 a.m. to 6:00 p.m. EST Saturday and Sunday.

· The Contractor shall make contact with the site requiring assistance, to troubleshoot each problem by telephone or remote maintenance, within one (1) hour of the receipt of a WO.

· The Contractor shall perform remote maintenance and diagnostic activities only in accordance with approved CBP security policies and procedures for the RPM systems.

· The Contractor shall respond to the WO by contacting the site POC provided by the Government Help Desk.

· The Contractor shall report the date/time of the contact to the Government Help Desk immediately after contacting the CBP Port POC.

· If a system issue cannot be resolved by telephone or remote maintenance, the Contractor shall respond on-site and restore down systems to conditional operational operational status within 24 hours where conditional operational status is defined as when a deficiency exists, but the system is available to safelty support the operations for which it was designed.

· The Contractor shall have ten (10) days to bring a conditional operational system to full operational status from receiving the WO.

· If unable to maintain a system at the target Aoe, the Contractor shall provide the justification and a time estimate for effecting repairs to the Government.

· The Contractor shall notify the Goverment and provide the date and time of system operational status changes, estimated time of arrival (ETA) for parts, and Contractor support personnel scheduled arrival at site.

· The Contractor shall use only use maintenance personnel who have the appropriate authorizations as defined by CBP policy.

· The Contractor shall coordinate site visits with the CBP port POC for correcitive maintenance.

· The Contractor shall bring a system into conditional operation within 24 hours

· The Contractor shall provide the goverment documentation within 48 hours of maintenance action completion including: the WO, a description of the maintenance action performed, a list of replaced parts, or LRU, by LCN, name and phone number of the Port Official that signed for completion, and completion date/time.

· Conduct vulnerability scanning of system software/firmware and components and mitigate known vulnerabilities.

· The Contractor shall track security flaws and flaw resolution within the system software and report findings to the Government.

· The Contractor shall identify, report, and correct software flaws identified during system operation.

· The Contractor shall receive information security alarts, advisories, and directives from the Government on an ongoing basis.

· The Contractor shall generate internal security alerts, advisories and directives as deemed necessary.

· The Contractor shall disseminate RPM system security alerts, advisories, and directives to CBP.

· The Contractor shall notify the government of non-compliance to security directives.

· The Contractor shall document proposed changes to the system, component, or service and the potential security impacts of such changes.

· The Contractor shall propose configuration changes to the Government for approval.

· The Contractor shall only implement approved changes to the system.

· The Contractor shall maintain a configuration data base for all deployed RPMs by serial number.

Part C Ad Hoc Maintenance Services The Contract calls for the Offeror to provide Ad Hoc, or emergency, Maintenance Services, as a government contractor. Ad Hoc Maintenance is defined as bringing the system back into operation after damage due to external forces, such as vehicle impacing the system. The key metric for the the Government is to return systems to limited operational capability within 24 hours after the end of the event. The contract will require:

· Provide support during emergencies to rectify system issues caused by accidents, acts of God, etc as per the site’s emergency response plan for the system.

· The Contractor shall bring a system into conditional operation within 24 hours of being allowed access to the damaged RPM to restore it to conditional operational operational status where conditional operational status is defined as when a deficiency exists, but the system is available to safelty support the operations for which it was designed.

· The Contractor shall provide a contact for service requests for service calls and WO from the Government help desk and operations center that is available from 7:00 a.m. to 11:00 p.m. EST Monday through Friday and 10:00 a.m. to 6:00 p.m. EST Saturday and Sunday.

· The Contractor shall respond to the WO by contacting the POC provided by the Government Help Desk.

· The Contractor shall make contact with the site requiring assistance, to troubleshoot each problem by telephone or remote maintenance, within one (1) hour of the receipt of an Emergency WO.

· The Contractor shall perform remote maintenance and diagnostic activities only in accordance with approved CBP security policies and procedures for the RPM systems.

· The Contractor shall report the date/time of the contact to the Government Help Desk immediately after contacting the POC.

· If a system issue cannot be resolved by telephone or remote maintenance, the Contractor shall respond on-site and restore down systems.

· The Contractor shall have ten (10) days to bring a conditional operational system to full operational status from receiving notice that they can enter the site.

· The Contractor shall provide all the required logistics services (e.g., transportation), repair parts, test equipment, and supplies to conduct maintain operation of the RPMs.

· The Contractor should not utilize large equipment (e.g. cherry pickers) to conduct maintence operations.

· The Contractor shall use only use maintenance personnel who have the appropriate authorizations as defined by CBP policy.

· The Contractor shall coordinate site visits with the CBP port POC for correcitive maintenance.

· The Contractor shall provide the goverment documentation within 48 hours of maintenance action completion including: the WO, a description of the maintenance action performed, a list of replaced parts, or LRU, by LCN, name and phone number of the Port Official that signed for completion, and completion date/time.

Part D Engineering Services The Government will require the Engineering Services of the Offeror during the lifecycle of the system in the field. These services will be needed to accomplish upgrades of the system over time, to perform studies and analyses, and to support the fielded systems. The expected tasks for the Offeror under Engineering Services includes:

· Provide technical assistance for regression testing

· Provide technical assistance for integration testing

· Provide technical assistance for Operational Assessments

· Provide support for the Government in preparing brefing materials to stakeholders to effects of change to the Offeror’s system.

· Provide software engineering services to update system software to meet Government requirements.

· Apply information system security engineering principles in the specification, design, development, implementation, and modification of the system software.

· Document proposed changes to the system, component, or service and the potential security impacts of such changes.

· Propose configuration changes to the Government for approval.

· Conduct vunerability scans of the updated software and provide results to the Goverment

· Implement only approved changes to the system.

· Providing system retrofits and retrofit kits when required.

· Providing Ad hoc reports to enable the Government to perform analysis, economic trade-off studies, budget impact analysis, etc including:

· Providing failure analysis of failed system components

· Providing root cause analysis for system issues

· Providing system operational anomaly analysis when requested

· Providing evaluation of potential or perceived saftey hazards to personnel.

Part E Training As part of this solicitation, the Offeror is required to provide training plans to support the deployment of the system in the field. These training plans are expected to support the following training activities:

· Review of basic operations for law enforcement personnel.

· In-depth operational training for law enforcement personnel.

· Technical training for Government technical personnel.

· Operational training of Government training personnel; “train the trainer” training.

· Training on system repair and maintenance for third parties.

All training materials, for each of the above listed activities, should cover:

· Basic system controls such as:

· System power up and power down

· System referal acknowledgements

· System alarm acknowledgements

· System operational modes

· System functionality

· System categories and their mapping to Government categories

· Layout and functions on control screens for single RPM operation

· Layout and functions on control screens for multiple RPM operation

· Layout, location and functions on control screens used for locating sources in convayences

· Layout and information of system status indicators

· Location and layout of system emergency condition indicators

· Location, layout, and alrm of system critical condition indicators

· Basic system security features

In-depth operational training activity should include the basic device operations listed above as well as:

· System calibration functionality

· Reviewing system occupancy records

· Location, layout and functionality of additional system operating screens accessable to operators and supervisors

· Device specific notifications

· Operator level parameter settings

· Location of each

· Effect of each

· User levels

· Hardware controls of the RPM

· Layout of basic system components

Technical training is for developing skilled system users that will be responsible for routine analyses, adjudication of occupancies, system configuration and system-wide monitoring and problem solving. As such the technical training should include the operational training activity as well as:

· Recognition algorthim parameter settings

· Location of each

· Effect of each on detection

· Recognition library settings (if applicable)

· Location of each on the system software

· Configuration Management of the library

· Process for updating the library

· General software parameter settings

· Location of each

· Effect of each

· Hardware controls and parameter Settings

· Location of each

· Effect of each

· System Calibration

· System calibration process

· Sources for system calibration (if applicable)

· Process for validating system calibration

· System Access

· System security levels

· User level authentication

· User level set-up

· User account set-up

· User level modification

· Removing user accounts

· System Security

· Security processes in RPM design

· Security access levels

· System Design

· Desing drawings of the RPM

· Component specifications of the RPM

· System Architecture at least at the functional level.

· Support Software provided with system

· Replay Tool Software

· Occupancy record database data layout

· Event record database data layout

· Occupancy file data layout

Train the Trainer Training should include all the items covered under Technical Training above as well as the following:Rational for all training materials provided

· Reference materials for training materials

· Key points for operator level system use

· Audit record database data layout

The maintenance training activity is envisioned to assist CBP technical support personnel in providing initial troubleshooting and should include the basic and in-depth device operations training listed above, as well as the following:

· Review system physical drawings

· Review system electrical drawings

· Review system communication drawings

· Review system component specifications

· Review system physical locks

· Review system staftey proceedures (tag-out, tag-in)

· Review system labels

· Review approved ancillary devices and their communication standards

· Review system architecture to the functional level

· How to access repairable components

· How to access troubleshooting functionality built into the RPM (if applicable)

· How to repair sub-components/subsystems

· How to test the success of the repair

· Equipment required for repairs

· Understanding Line Configuration Numbers of components

· Examples of common repairs of the system

· Expected major component life expectancy

· System health information

· System health data

For these examples, it is suggested that Offerors should be thorough but succint in their training materials. Law Enforcement Officers are typically interested in these devices as a practical tool to meet their inspection duties. What inspection actions are required by the officers is determined by the categorization of the souces being recognized. Therefore in-depth technical discussions, verbosity, or system promotion, is not desirable.