RFP_Security_Support_Services_Pgs_49_-_156.pdf

Security Support Services

HSSCCG-14-R-00029

SECTION I - SF 1449, SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL

ITEMS

A. CONTINUATION BLOCK 20 - SCHEDULE OF SUPPLIES/SERVICES

Period of Performance: (*The period of performance for the base period will commence upon the date of the Notice to Proceed for a period of twelve months. The date annotated will be revised based on the date the Contracting Officer issues the Notice to Proceed.)

Base Period - *February 11, 2015 through February 10, 2016

Option Period 1 – February 11, 2016 through February 10, 2017

Option Period 2 – February 11, 2017 through February 10, 2018

Option Period 3 – February 11, 2018 through February 10, 2019

Option Period 4 – February 11, 2019 through February 10, 2020

Total: 60 months (5 years).

Notice to Proceed (NTP):

Full contract performance will not begin until a Notice To Proceed (NTP) directive is issued by the Contracting Officer. A NTP will not be issued until such time as satisfactory suitability determinations have been received and successfully processed by the USCIS Office of Security

& Integrity for those employees the Contractor considers essential for the performance of the contract. See PWS Paragraph 27, Security Requirements. Until a NTP is issued by the

Contracting Officer (CO), the Contractor shall not have access to Government facilities

(unescorted), computer systems, Sensitive but Unclassified (SBU) or Personally Identifiable

Information (PII), See PWS Paragraph 26, PII Requirements.

Transition: Any costs associated with transition efforts shall be incorporated into the base year pricing. There will not be a separate CLIN for transition. Transition shall occur within 60 days.

Transition is defined as the time period between contract award and the Notice to Proceed is issued by the Contracting Officer. Refer to Notice to Proceed paragraph above.

General: This is a single-award Indefinite-Delivery, Indefinite-Quantity (IDIQ) Contract.

Pricing will be on a Firm-Fixed-Price (FFP), Fixed Unit Price (FUP), and Labor Hour (LH) basis as indicated for each Contract Line Item Number (CLIN).

CLINS 0002, 0003 (also applies to option periods): CLINs 0002AA and 0003AA shall be billed on a firm-fixed price per month basis for a baseline range of cases processed. SubCLINs

0002AB, 0002AC, 0002AD, 0003AB, 0003AC, and 0003AD shall be billed using a firm-fixed price per case above the baseline range based on the range the additional quantity falls under.

Example: For CLIN 0002, 18,500 cases were processed during the month. Billing would be for

16,000 cases (Firm-Fixed Price (FFP) per month for baseline range of 16,000 - CLIN 0002AA) and a Fixed-Unit-Price (FUP) per case above the baseline range of 16,000 (2,500 above baseline). Because 18,500 cases were processed, the additional 2,500 cases falls in the range under subCLIN 0002AC (17,601 – 20,000), the billing for the additional 2,500 cases above the baseline would be for the Fixed-Unit-Price (FUP) for subCLIN 0002AC x 2,500 cases. (FFP per month x baseline for 16,000 cases plus FUP for subCLIN 0002AC x 2,500 cases)

Optional subCLINs: Optional subCLINs are included for purposes of contingency planning.

These optional CLINs may be exercised at the sole discretion of the Government in the event of workload surges due to Immigration legislation or regulatory changes that may affect immigration in the U.S. These subCLINs shall be priced on a Fixed Unit Price (FUP) basis.

These subCLINs may be exercised by the Contracting Officer by written notice to the Contractor within 10 business days; provided that the Government gives the Contractor a preliminary notice of its intent to exercise the optional CLINs for surge effort at its pre-negotiated rates, at least 5 days before the written notice.

Minimum and Maximum Quantities/Amounts: The guaranteed minimum will be met with the initial task order. The minimum value for the contract is $1,600,000. The maximum value of the awarded IDIQ contract shall not exceed $(Total price for the base + all options)*.

*To be completed at time of award based on maximum negotiated amount.

Ordering: Services shall be provided via issuance of Task Orders in accordance with the

Indefinite Quantity clause (FAR 52.216-22), the Ordering clause (FAR 52.216-18), and Ordering

Limitations clause (FAR 52.216-19) of this contract.

B. PERFORMANCE WORK STATEMENT (PWS)

U.S. Citizenship and Immigration Services

Office of Security & Integrity (OSI)

Performance Work Statement (PWS)

RFP: HSSCCG-14-R-00029

1.0 Title of Project

Security Support Services for the Department of Homeland Security (DHS), U.S. Citizenship and Immigration Services (USCIS), Office of Security and Integrity (OSI).

2.0 Background Information

The Office of Security and Integrity, a component of the USCIS Management Directorate, falls under the executive leadership of the USCIS Associate Director for Management. The Chief

Security Officer (CSO) ensures fulfillment of USCIS mission requirements for security and integrity and the strategic direction and management of the USCIS Office of Security and

Integrity.

In October 2012, OSI reorganized into a streamlined organizational structure to enhance its mission, consolidate functions, and to emphasize a unified and cohesive organization. The OSI structure includes a Headquarters that provides for the resource management and executive staff functions for the CSO and the following four divisions:

Mission Integrity Division (MID) - provides security products and development and integration services for fulfilling the mandatory corporate-level security, Occupational

Safety and Health, continuity, and emergency management requirements of the USCIS enterprise. The MID’s main roles and responsibilities include developing and implementing countermeasures to prevent fraud and mitigate damages if the compromise of information and systems occurs; supporting continuity of operations (COOP) through overall coordination and management of the continuity and emergency management programs for the USCIS organization; coordinating and managing USCIS’s Occupational

Safety and Health (OSH) program and Occupant Emergency Program (OEP); managing and operating the USCIS Command Center and the Secure Compartmented Information

Facility (SCIF); and providing Protective Intelligence services in support of the USCIS mission.

Field Security Division (FSD) - delivers security services to domestic and international

USCIS customers. In addition to supporting OSI coordination and liaison with USCIS field entities, the FSD is responsible for the full range of security program implementation at USCIS locations; facility security design and management, Identity

Control and Access Management (including implementation of Homeland Security

Presidential Directive 12 (HSPD-12) and the issuance of DHS Personal Identity

Verification (PIV) cards, the Contract Security Guard Program, badges and credentials, and the issuance and handling of Secure Forms and OSI Sensitive Property.

Personnel Security Division (PSD) - provides the full range of personnel security services affecting USCIS federal employees and contractors. The division is responsible for promoting integrity and efficiency within USCIS by applying sound risk management principles by evaluating whether applicants, employees, and contractors meet suitability, fitness, security, and National Security Information (NSI) access requirements in accordance with personnel security and adjudicative authorities.

Investigations Division (INV) - provide for impartial, objective, and professional investigations into allegations and indications of misconduct by USCIS employees and contractors.

These unique capabilities within OSI provide a critical resource in promoting and enforcing internal integrity and professional responsibility. The internal investigative role of OSI works to eliminate employee misconduct, fraud, waste, corruption, and mismanagement. The internal review capabilities proactively promote integrity, internal and self-inspections, program compliance, and audit liaison, enhancing the integrity of USCIS at all levels within the agency.

In keeping with the Department’s Office of Security business line integration, the head of OSI, as the Component Chief Security Officer, is organizationally placed within the USCIS

Management Directorate and is included as part of the strategic leadership team of USCIS. The professional full-time security and investigative personnel in the field locations provide OSI with the reach and capability to meet its mission requirements and the ability to carry out its significant role in safeguarding America’s promise.

Contracted activities for all offices supported by this contract come under the purview of the

Headquarters (HQ) Contracting Officer Representative (COR) and Government Program

Manager (GPM).

3.0 Scope

The objective of this requirement is to provide professional security support services to OSI offices. Services shall be performed at USCIS facilities, located at:

Personnel Security o 65 Bowdoin St. South Burlington, VT 05407

Security Support o 111 Massachusetts Ave NW, Washington DC, 20529 o 20 Massachusetts Ave NW, Washington DC 20529 o 633 Third St NW, Washington DC 20529 o 150 Space Center Loop, Lee’s Summit MO 64064 o 4500 Fuller Drive, Irving, TX 75038 o 24000 Avila Rd, Laguna Nigel, CA 92677 o 390 N. Orange Ave, Orlando, FL 32801 o 237 Harvest Ln, Williston, VT, 05495

Tasks under this contract are listed in the specific task sections for the respective OSI functional areas.

4.0 Specific Tasks:

Services include the following support functions but are not limited to the following tasks which are broken into the following categories:

4.1 Personnel Security Support

4.1.1 Contract Administration Security Support

Monitor receipt of contract statement of work reviews submitted through an established electronic mailbox. Document statement of work reviews and awarded documents in an internal database creating file folders for the tracking of active

USCIS contracts.

Refer Statement of Work and contract modifications to designated federal employees.

Respond to inquiries and status requests relating to contract statement of work reviews.

Initiate requests, compile data used to complete contract compliance reviews, and provides results to a Federal supervisor for review and action.

Generate and provide reports to USCIS Contracting Officer Representatives (CORs) identifying the status of contractor pre-appointment determinations.

4.1.2 Quality Assurance

Following Agency established processes, conduct quality assurance reviews through the analysis of electronic personnel security data, assessing effectiveness of established processing protocols; identifying accuracy of data and inconsistencies of data; correcting minor data related infractions found in electronic systems; update existing tracking mechanisms such as MS Excel spreadsheets and MS Access databases and assist with recommending changes for developing new tracking mechanisms as needed to report audit findings.

Receive automated reports from DHS as well as reports generated by Personnel

Security Division (PSD) from the Integrated Security Management System (ISMS) database, and research case details on the reports. Update security related systems for data related changes for individual personnel records as discrepancies and inaccuracies are found in case related data.

Reconcile miss-matched data in segregated systems owned by OPM; DHS; and

USCIS.

Research internal security systems and review all materials contained in security processing applications to accurately respond to customer service inquiries on current status of cases files.

Forward recommendations for operational changes to support corrections needed based on quality assurance audit findings to Federal team leaders and Federal

Management.

4.1.3 System Administration & Reporting

Analyze and prepare ad-hoc data extracts to conduct program assessments as related to Electronic Questionnaires for Investigations Processing (e-QIP, pre-appointment

(EOD) determinations, timely suitability and security adjudication processing, workload distribution, and automated reports that are generated from personnel security related data systems to ensure that industry best practices, headquarters policies, DHS directives and Office of Management and Budget (OMB) regulations are being met.

Perform user support and system administration duties for critical security processing applications including granting and revoking system access at the request of Federal personnel; perform data uploads from USCIS and other Federal Agency external systems; complete data extractions via the development of ad-hoc data calls; and update electronic personnel security data identified as incorrect.

Perform tasks under section 4.2.2.4 of this PWS

4.1.4 Customer Service

Monitor, receive, and respond to inquiries for applicant status updates; verification of employee security processing timelines; assisting with use of Office of Personnel

Management (OPM) Electronic Personnel Security Questionnaire (eQip) system;

declinations of employment offers; verification of clearance for access to IT systems;

navigating the personnel security process; and provide Agency established responses relative to specific security background investigation questions. Generate and provide

National Security access reports and correspondence detailing security clearance information including passage of NSI clearance access to USCIS and other Federal

Agencies.

Obtain copies of reports of investigations regarding employee matters from internal investigating authorities within the Office of Security and Integrity for use as part of the standard security screening process. Research electronic security databases and provide summaries of timelines of events and current security case status. Summaries are provided to the Government for review and final submission in response to sensitive inquiries.

Facilitate requests for National Security access; incoming employee details and employees detailed outside of USCIS; employee and contractor agency exit processing.

Research and complete for submission to Personnel Security Divisions within all

Federal Agencies including but not limited to the FBI, DOD, DOS, etc., security accreditation lists for USCIS OSI personnel security division employees and contractors requiring information from those other Federal Agencies such as copies of background investigations.

Identify trends through analysis of customer service inquiries that may suggest potential process improvement strategies.

4.1.5 Pre-appointment In-take Processing

Create electronic personnel security records in required Personnel Security Databases through data entry of personal identifiers for applicants received via Federal personnel security forms both electronically and in hardcopy.

Execute required FBI fingerprint checks through a Government furnished vehicle by submitting applicant and employee fingerprint cards received with security related paperwork. Request credit history reports through a Government furnished vehicle for inclusion in pre-appointment case processing files.

Generate physical case files and associated barcode tags for file tracking.

4.1.6 Personnel Security Case Management

Movement of case files throughout the facility and inventory file storage areas such as Lektrievers and filing cabinets containing hard copy personnel security case files.

Assignment of electronic and physical case files for security processing. Case assignment will be completed in accordance with business processes and pre-determined workload thresholds established by federal supervisors.

Monitoring and reporting on pre-appointment and adjudicative workload thresholds

Scanning and preparing personnel security case work for remotely located government personnel.

Generate electronic case files through scanning and shredding physical file material

Analyzing security related materials such as paperwork received by applicants and employees, hard copy case files, and reports received from other USCIS offices such as Human Resources and updating electronic security systems for items including employee declinations; employee separations; discontinued case notices; certificate of investigations; OPM notices.

Interfiling various documents in electronic and physical personnel security case files such as copies of applicant and employee responses to requests from PSD for additional information, faxed pages of applicant signature pages, USPS return receipt cards, hardcopy fingerprint cards.

Locate case files and facilitate federal investigator reviews of physical and electronic personnel security case files.

Prepare draft electronic and/or hard copy paperwork contained in personnel security case files for release in response to FOIA related and other file requests as directed and approved by Federal Supervisors.

4.1.7 Training

The Contractor shall assist Government employees in the preparation of training materials, coordination of training sites, and delivery of federally approved training materials and knowledge assessment to ensure that all trainees meet the minimum qualifications as required by the individual task orders. Topics that may require training include the security pre-appointment (EOD) determination process and the security adjudication process.

Assist in the preparation of training materials relative to the use of the Enterprise

Collaborative Network and both internal and DHS wide personnel security systems.

Assist the Government in recommending new or changes to existing procedures, and outreach materials and training in the area of personnel security processing.

Participate in personnel security working groups, meetings, and team development sessions and provide feedback, suggestions and recommendations regarding changes to policies and procedures previously written and approved by federal management.

4.1.8 Other Administrative Duties

Assist the Government with scheduling fingerprint appointments and taking fingerprints for local Federal and Contract personnel.

Receive all incoming mail and packages including classified materials up to the

SECRET level and conduct physical security screening of all items received in the mailroom, date stamp, log, and distribute items for processing. Classified materials will include Reports of Investigation up to the SECRET level. Upon identifying the classified material, the contract employee will immediately notify a designated federal employee responsible for the proper safeguarding of the classified material.

Complete required USCIS and DHS mailroom activity reports to include the DHS

Mail Business Intelligence Tool (MBIT), Pitney Bowes postage reports; and postage claim forms.

Analyze transactions on invoices comparing PSD security related database records to ensure transactions were requested of the vendor as part of PSD security related processing. Report accuracy of transactions to Federal personnel for payment and reconciliation as needed.

Assist the government with organization and posting of administrative materials on the USCIS Enterprise Collaboration Network.

Assist the Government with the property control tasks by physically receiving new equipment through the mailroom and identifying Government property that may need to be disposed of due to it no longer being in working order.

Assist with contacting OIT helpdesk services to facilitate IT support for equipment and connectivity issues by initiating OIT help desk service tickets.

Monitor levels for supplies and services that are needed to support facility related matters and general operational support needs. Research and recommend purchases to replenish approved stock levels.

Generate financial purchasing documentation such as purchase card worksheets and

G-514’s for processing by Federal personnel.

Monitor and facilitate requests for support via established electronic mailboxes to include facility issues; conference room use; office supply requests; information technology assistance.

Receive and route incoming telephone calls and facsimile receipts.

Assist with documentation of meeting minutes and general office information, and with filing physical and electronic information.

Assist the Government with escorting un-cleared vendors and visitors to the facility.

Assist with case file quality assurance reviews.

4.1.9 Professional Personnel Security Services

Gather and verify data including but not limited to:

o OPM eQip security forms;

o Fingerprint results from the Federal Bureau of Investigation (FBI);

o Applicant and employee credit reports to ensure DHS standards are met;

o Citizenship verification of applicants and any immediate family members or adults living with applicants;

o Verification of adequate and acceptable employment coverage for the past 5 years;

o Receive and review of security forms to ensure they are complete, correct, and free of any issues; and o Resolution of minor issues telephonically and via prepared written correspondence.

Ensure all required documents, materials, and information are forwarded to Federal personnel for final determination regarding suitability, security and access determinations based upon:

o OPM standards and Executive orders 10450; 12968;

o Codes of federal regulations;

o DHS Management Directives; and o USCIS guidelines.

Assist the Government with the processing of reinvestigations of current federal or contract personnel; processing of internal selections for the promotion of current

USCIS federal employees; or upgrade investigations (i.e., access to classified

National Security Information); and, processing of contractor transfer requests received from CORs, for the movement of authorized contractors from one USCIS contract to another.

Document and record information necessary for the processing and tracking of all actions in various personnel security related (ISMS and MS Access) databases for historical and tracking purposes.

Assist the Government with personnel security case processing responsibilities including:

o Identify, track, and contact individuals tasked to complete security paperwork;

o Identify individuals that do not complete security paperwork within established timelines to the Government for action as appropriate;

o Reconcile USCIS contractor and federal records ensuring all applicant files are separated, background investigations are discontinued, and electronic records are updated following notification of contractor or federal employee departure; and o Complete daily, weekly, monthly, and quarterly reports pertaining to federal and contractor hiring actions and contractor separation actions and provide reports to pre-identified personnel in the Government.

Query commercial and government databases such as ISMS, CVS, to develop information as needed or requested by Government personnel.

Receive, track, and distribute as directed by the Government requests for review of position descriptions.

Monitor the electronic mailbox for security clearance requests, or reports pertaining to current federal or contract personnel, and forward requests to the appropriate government employees.

4.2. Security Program Support

4.2.1. Security Program Consulting Support - Provide Subject Matter Experts to assist OSI in fulfilling its responsibilities for strategic enterprise security management and mission critical USCIS security functions.

4.2.1.1. Enterprise Security Strategy SME - Provide expert support in developing a comprehensive and thorough security master plan that is based on level of threat and includes physical and logical security solutions and proven measures of protection.

Provide expert assistance in the development of recommendations, processes, and optimal approaches to support business planning and coordination for the USCIS Security Enterprise.

Support developing written security policies and procedures for an extensive range of business processes, incidents and situational scenarios.

Analyze and assist with the planning, development and coordination of

OSI Training Program to include drafting training modules, developing examinations, defining structure, quarterly course scheduling, and in-person/virtual facilitation for security professionals using in-person, web-based, and blended learning programs.

Maintain policy and training metrics and provide periodic status updates to the Government.

4.2.1.2 Fraud Countermeasures SME - Provide expert support in the enhancement of fraud countermeasures employed by USCIS in the detection, prevention and control of document fraud against the US Immigration System.

The SME shall provide expert assistance in the establishment and maintenance of supply chains for security technologies, products of value and service components interoperability and the performance of security technologies.

The SME shall provide expert assistance in the development of procedures and/or processes for identity credentialing, including the securing of identity documents.

The SME shall provide expert assistance in the development of technologies, methodologies and systems related to countering fraud.

The SME shall provide expert risk analysis of evolving fraud strategies and cost-benefit analysis of countermeasure strategies.

The SME shall provide expert recommendations in the use of authentication devices or systems used as countermeasures, prevention or control of fraud in the areas of identity and all products related to immigration services.

4.2.1.3 Project Management SME – Provide project management support services for OSI-related projects and initiatives. Ensure that OSI projects;

fulfill requirements & specifications, are completed within defined schedule, and are completed within defined cost parameters. This includes but is not limited to:

Business process modeling & reengineering support.

Develop DHS and USCIS specific project initiation documents, including

Project Charters and Project Management Plans, to define roles, responsibilities, project scope, operational activities, and governance structure.

Project Change Control support to ensure specific product or service changes are introduced in a controlled and coordinated manner.

Project Risk management, quality management, communications management, portfolio management.

Project scheduling support.

Integrated Project Team facilitation, organizational assessments, and cost/benefit analyses.

Prepare and present white papers and progress reports; assist management with analysis of costs, schedules, and performance of the work.

Project budgetary projection development process.

External service provider work order and package development.

4.2.2. Security Program Management Assistance – Provide professional management support to OSI in managing the USCIS Enterprise Security effort.

4.2.2.1. USCIS Security Program Compliance Assurance Support.

The contractor will require access to Secret information to perform analytical support.

The contractor will conduct reviews of classified National Security

Information (NSI) material and Freedom of Information Act (FOIA) information up to the Secret level for classification and declassification determination.

The contractor will be required to handle classified materials including documents up to the SECRET level, including Significant Incident

Reports (SIR).

Provide professional program management assistance to OSI staff in the implementation and management of USCIS-wide security policies, standards, procedures, actions, activities and best practices that are required by Executive Orders, Federal laws, Regulations, DHS and

USCIS Directives & Instructions or OSI direction.

Review and assist USCIS OSI staff in maintaining current awareness and understanding all current and evolving Federal, DHS and USCIS Security

Program compliance requirements. Compliance requirements may be contained in (but are not limited to) Law, Regulation, Executive Order, DHS Management Directive & Instructions, USCIS Directives and

Instructions.

Review USCIS programmatic documentation for compliance and adherence to Security Program Compliance requirements. Identify gaps or exceptions in Security Compliance for OSI attention or action.

Assist in the development, management and scheduling of OSI plans of action to remedy USCIS gaps or exceptions to Security Program

Compliance Requirements.

Develop (or assist in the development of) and deliver (or assist in the delivery of) OSI security products or services to maintain USCIS compliance, or remedy gaps or exceptions, to Security Program

Compliance requirements.

Assist in the development and documentation of policies, procedure and practices to reduce the reoccurrence of identified USCIS gaps or exceptions to Security Program Compliance requirements.

4.2.2.2. USCIS Facility Physical Security Support.

The contractor may require access to Secret information to assist the

Government with classified USCIS facilities-related surveys, assessments and data.

Provide subject-matter facility physical security expertise, technical assistance, and guidance to support the physical security of USCIS operating locations. This includes but is not limited to: Access Control, Intrusion Detection System (IDS), Video Monitoring and enterprise wide physical security systems implementation.

Support the coordination of agency wide deployment of Homeland

Security Presidential Directive-12 (HSPD-12) compliant infrastructure.

Conduct site surveys to document and assess the facility security of

USCIS operating locations in compliance with HSPD-12 and other

USCIS established field or physical security program initiatives.

Recommend physical security countermeasures or solutions to technical and programmatic challenges.

Prepare in draft form for the Government, technical reports, briefs, and papers that support field and physical security program initiatives.

Travel as directed by the COR to conduct physical security surveys so that appropriate countermeasures can be developed; test and evaluate facilities for HSPD-12 compliance (Ref Sec 9 of PWS concerning travel).

Maintain databases, web content, records, or other files as needed.

Provide a monthly status report by the 5 th day of the month summarizing support of various construction, renovation, and Electronic Security

System (ESS) projects; and reports for every trip made in support of

Facility Physical Security Support projects and initiatives.

4.2.2.3. USCIS Facility Safety Support

Provide subject-matter facility safety expertise, technical assistance, and guidance to support the facility safety of USCIS operating locations. This includes but is not limited to:

Support the coordination of agency-wide compliance with Occupational

Safety and Health Act (OSHA) and other related Executive Orders, Federal laws, Regulations, DHS and USCIS Directives & Instructions or

OSI direction.

Conduct site surveys to document and assess the physical plant of USCIS operating locations in compliance with OSHA and other USCIS established safety program initiatives.

Recommend safety program changes or solutions to technical and programmatic challenges.

Prepare in draft form for the Government, technical reports, briefs, mishap investigation reports and papers that support safety program initiatives.

Travel as directed by the COR to conduct mishap investigations and safety surveys so that appropriate solutions can be developed; test and evaluate facilities for OSHA compliance (Ref Sec 8 of PWS concerning travel).

A monthly status report summarizing support of various OSHA and

USCIS facility safety-related projects and surveys; and reports for every trip made in support of Facility Physical Safety Support projects and initiatives.

4.2.2.4. PIV (ID) Card Issuance and Management Support

Support the daily operation of the USCIS HQ ID Unit, the OSI Personnel

Security Division location (65 Bowdoin St. South Burlington, VT) and limited USCIS personnel in the immediate South Burlington area to issue, revoke, recover, and destroy Personal Identity Verification (PIV) cards.

Grant appropriate authorized physical access to office space upon request by customers using local access control system(s).

Update and maintain information within access control database systems for accuracy.

Create, maintain, and run reports on card production and access control using various methods to track documents, log books and electronic databases.

Provide fingerprinting services for authorized agency personnel using appropriate fingerprinting equipment and supplies. Tracking and reporting number of fingerprint sets is required.

Deliver professional customer service to customers including in-person appointments, answering phone calls and emails, resolving questions, troubleshooting problems.

Schedule appointments using current software and/or web-based application(s) for HSPD-12 PIV card enrollment, credentials appointments, fingerprinting services for customers.

Issue and print HSPD-12 PIV cards to customers upon authorized request using current software and/or web-based application(s) after verifying personnel data, employment status, security clearance and taking a photograph within a timely manner.

Revoke HSPD-12 PIV cards in response to an authorized direction using manual and electronic methods.

Tracking and reporting of all card number of cards issued, revoked, recovered, and destroyed is required.

Update HSPD-12 PIV cards upon authorized request to include access control and personnel profile using current software and/or web-based application(s).

Serve as a sponsor (or ensure a sponsor is available) to customers prior to issuing HSPD-12 PIV cards. Record sponsor information using current software and/or web-based application(s).

Track inventory of HSPD-12 PIV card consumables on a daily basis to ensure sufficient supplies are available and for accountability purposes;

notify appropriate OSI staff of supplies needed prior to the depletion of appropriate stock levels.

Perform opening and closing procedures to ensure the HQ PIV ID Unit is operational during designated business hours to include logging in/out of computers and access control systems/databases, filing paperwork, preparing for and verifying same/next day appointments, stocking supplies.

Take photos and process personnel data upon request for customers needing credentials, and advise customers of next steps once credentials are ready for pick up.

5.0 Program Management

5.1 The Contractor shall manage employees in such a manner as to assure no disruption or reduction in the Contractor's ability to meet minimum acceptable performance criteria.

5.2 The contractor shall identify and task appropriate personnel to resolve contractual matters

(i.e. task progress, performance problems, etc.) by agreed upon deadline as determined by the COR.

5.3 The contractor shall manage all activities associated with managing subcontractors, such as identification and qualification thereof, negotiation and issuance of subcontracts, obtaining Government approval for their use, review of invoices, and ensuring subcontract compliance with requirements of this contract.

5.4 The contractor shall arrange for the appropriate and binding personnel to be available to discuss progress and resolve problems related to the successful implementation of a task.

5.5 The Contractor shall take immediate corrective action to address deficient performance.

Where such actions either risk a temporary reduction in the Contractor's ability to meet minimum acceptable performance criteria, require deviation from accepted practice, or require additional Government resources, the Contractor shall request and obtain written

Government approval from the HQCOR or GPM prior to initiating these actions. The written request shall include the type of risk and cost to the Government if corrective action is to be taken.

5.6 This is a “Non-personal Services” Contract. Contractors are not subject, by the contract’s terms or by the manner of its administration, to the supervision and control prevailing in relationships between the Government and its employees. Should any USCIS employee

(other than the COR or GPM) ask or direct a contract employee to deviate from established requirements, priorities, or performance procedures and requirements, the contract employee shall refer the matter to the contract supervisory chain of command and, if necessary, to the Contractor PM (CPM) for resolution. Only the Contracting

Officer can obligate the Government.

6.0 Surge Support

In the event of an extraordinary surge in operations (workload surges due to Immigration legislation or regulatory changes that my affect immigration in the U.S.), the contractor shall plan to hire, train additional staff, and have the additional staff working within 60 days of the surge notification. The contractor shall provide a surge support plan within five business days of notification, as to how the contractor will accomplish this requirement (See Deliverables).

7.0 Reporting

Contractor shall submit reports and other documentation as outlined in the “Deliverables” section

24.0.

8.0 Training

The Government will not allow costs, nor reimburse costs associated with the Contractor training employees in an effort to attain and/or maintain minimum personnel qualification requirements of this contract.

The Government will provide training to the Contractor’s Key Personnel when necessary.

The Contractor’s Key Personnel may be required to provide subsequent training to all other contractor personnel assigned to this contract. At all times, the Contractor shall ensure that any contractor employee, assigned to the contract, is fully trained to assume the duties and responsibilities of all associated tasks.

The Contractor shall provide all contract staff with initial training in USCIS-proprietary systems.

Attendance at conferences, workshops, symposiums or other Government sponsored learning events shall be considered training for the purposes of this PWS.

Training (other than the mandatory training listed in the PWS shall not be performed in connection with this contract without prior approval in writing (email for the request and approval is acceptable) of the HQ COR.

9.0 Travel

Travel may be required under this contract. In addition, contractor key personnel may be required to travel to manage and oversee personnel at USCIS facilities. Travel shall not be performed in connection with this contract without prior approval in writing (email for the request and approval is acceptable) of the HQ COR. Upon notification of a requirement to travel by the Government, the contractor shall provide appropriate cost estimates, which will be approved in writing by the HQ COR prior to travel. Allowable costs for a contractor’s travel and transportation allowances are governed by the FAR travel cost principle at FAR 31.205-46.

Travel expense reports shall be filed timely with the contractor, and invoiced to the Government within 60 calendar days of the end of the travel event. Invoices which include travel expenses must be accompanied by corresponding receipts. The PM shall include with the monthly management report, a spreadsheet report which captures all travel and costs associated with the contract.

Contractors may be required to travel away from their regularly assigned duty location in the performance of this contract as directed by the Government. This includes travel to attend meetings and working groups as required, to provide status reports to Government leadership and travel between USCIS offices. Local travel, defined as within 50 miles of the USCIS OSI offices will not be reimbursed under this contract vehicle.

9.1 Government Vehicle Authorization

Contractor employees may use Government motor vehicles when authorized in accordance with the Federal Acquisition Regulation (FAR), GSA Fleet procedures, and the following conditions:

(a) Government motor vehicles are used for official purposes only and solely in the performance of the contract;

(b) Government motor vehicles cannot be used for transportation between residence and place of employment, unless authorized in accordance with 31 U.S.C. 1344;

(c) Contractor must:

(1) Establish and enforce suitable penalties against employees who use, or authorize the use of, Government motor vehicles for unofficial purposes or for other than in the performance of the contract; and

(2) Pay any expenses or costs, without Government reimbursement, for using Government motor vehicles other than in the performance of the contract.

10.0 Place of Performance

All services shall be performed at USCIS facilities, primarily located at USCIS Headquarters offices in Washington, DC with the exception of Personnel Security Support. This support shall be performed at the USCIS OSI facility in South Burlington, VT. Project Management support services are performed at USCIS Headquarters and Williston, VT. The physical addresses and services are listed below:

Security Support o 111 Massachusetts Ave NW, Washington DC, 20529 o 20 Massachusetts Ave NW, Washington DC 20529 o 633 Third St NW, Washington DC 20226 o 150 Space Center Loop, Lee’s Summit MO 64064 o 4500 Fuller Dr, Irving, TX 75038 o 24000 Avila Rd, Laguna Nigel, CA 92677 o 390 N. Orange Ave, Orlando, FL 32801 o 237 Harvest Ln, Williston, VT, 05495

Personnel Security o 65 Bowdoin St. South Burlington, VT 05407

Telecommuting is not authorized under this contract.

11.0 Facility Hours of Operation

Facility hours of operation are between the hours of 6:00 AM and 6:00 PM (EST) Monday through Friday. Work on Government Holidays and/or weekends will not be permitted without prior approval from the Contracting Officer or Contracting Officer’s Representative. The

Contractor will not be allowed to work when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed facility closings.

Contractor is expected to schedule Contractor personnel, ensuring adequate office coverage between the hours of 8:00 AM and 5:00 PM. The contractor shall be required to alternate or adjust start and end times of onsite contract staff as needed at the direction of the PM or designated COR to meet deadlines involving daily work assignments. Contractor personnel will not be permitted to work more than 40 hours per week unless advance written authorization is received from the COR.

The Contractor must at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS when the Government facility is not closed for the above reasons. The Contractor shall keep in mind that the stability and continuity of the workforce are essential.

No contract employee is authorized to perform work at a Government site without a Government employee being present.

Recognized Government Holidays:

New Year’s Day Labor Day

Martin Luther King Jr. Birthday Columbus Day

President's Day Veteran's Day

Memorial Day Thanksgiving Day

Independence Day Christmas Day

12.0 Key Personnel

The Contractor's Program Manager and On-Site Supervisors are considered key personnel. The

Contractor’s key personnel proposed must have the skills and similar experience necessary to complete the tasks identified. Replacement of Key Personnel shall be in accordance with HSAR

3052.215-70 Key Personnel or Facilities. Key Personnel shall meet or exceed the requirements of the PWS.

12.1 Program Manager:

The primary responsibility of the Program Manager shall be to act as liaison between the contractor and the Government to address any issues that may arise during the conduct of all services performed under the contract. The Program Manager will primarily communicate with the HQ COR for all contract matters. The Program Manager shall have minimum of 7 years of experience serving as a Program Manager.

12.2 On-Site Supervisors:

The primary responsibility of the On-Site Supervisors will be to serve as the primary point of contact for face-to-face communication between the COR and the contractor regarding performance and operational concerns which may arise at that location. The

Lead must be an employee of the prime contractor (in the case of a sub-contractor agreement). A Lead shall be located in both Washington, DC and South Burlington, VT facilities. On-Site supervisory duties are considered to be collateral to the duties of their position description, not in lieu of them. The contractor shall ensure that the Leads' additional duties will not detract from the performance of the services required under this contract. On-site supervisor responsibilities shall include:

Communicate assignments and projects to the contractor staff

Provide recommendations to the PM, including workload balances and work flow

Provide required training to ensure all assigned duties can be accomplished

Provide weekly reports on team and individual work accomplishments, problems, progress in mastering tasks and work processes and individual team needs

Serve as first point of contact to resolve issues between the COR and a contractor employee (professionalism, performance, time and attendance, and leave issues, etc).

On Site Supervisors shall have a minimum of 3 years of experience in similar lead positions.

13.0 Identification of Contractor Employees

All contract personnel attending meetings, answering Government telephones, using

Government e-mail and working in other situations where their contractor status is not obvious to third parties are required to identify themselves as such to avoid creating an impression in the minds of members of the public that they are Government officials. They must also ensure that all email correspondence, documents or reports produced by contractors are suitably marked as contractor products or that contractor participation is appropriately disclosed. Contractor personnel will be provided with building access passes which must be visible at all times, but these building access passes do not necessarily differentiate between federal and contractor employees.

14.0 Badging

USCIS requires all contractor employees be designated differently than USCIS employees. This may be accomplished via a different style or color ID badge provided by USCIS. ID badges are to be worn, conspicuously, at all times while contract employees are on site at USCIS facilities.

Should a badge be lost, damaged, or destroyed, the Contractor shall notify the local office COR immediately upon discovery of the loss so that the badge can be replaced by the Government.

15.0 Dress Code, Conduct & Professional Demeanor

Contractor support personnel shall dress, conduct themselves, and maintain a professional demeanor as appropriate to a representative of their assigned office in interactions with other

Government employees, agencies or offices. The contractor shall ensure that personal cell phones and other electronic devices used by contractor employees do not interfere with the work of the office by requiring all cell phones and electronic devices to be set to mute or vibrate. In addition, contractor personnel must limit personal calls to official breaks, and taking personal cell phone calls outside the confines of the office so as not to disrupt the mission.

16.0 Contractor Employee Terminations/Position Vacancies

In the event the Contractor terminates associated contract employees, or any contract employee resigns, the contractor is obligated to inform the COR, in writing, within one business day of the termination/resignation.

The Contractor shall notify the COR of position vacancies within one business day of

Contractors knowledge of an impending vacancy. The Contractor shall either submit, to the

COR, a completed and accurate suitability clearance package for the replacement, or identify

(and have in position) a replacement no later than 14 business days from the date the Contractor receives notice of a vacancy.

17.0 Government Furnished Equipment (GFE)/Government Furnished Information

(GFI)

There is no Government Furnished Equipment; i.e., whereby the contractor is responsible for inventorying and reporting as defined by FAR 52.245-1. The contractor will perform work on-site at government facilities. The contractor will perform all administrative services support duties in the government facilities using government provided equipment (GPE) and supplies.

The Government will maintain all GPE used by the contractor to include maintenance, repair, or replacement for all IT and standard office equipment.

Reasonable care must be taken by the contractor in use of the equipment. The offerors will not have a due diligence event to evaluate the GPE or information prior to award.

The Government will provide standard office equipment and supplies. Government provided office space and equipment consists of desks, computers, telephones, access to printers, fax machines, and photocopiers.

Current policy requires all computer workstations to have a USCIS approved image applied prior to connecting to the USCIS network. The Government will provide maintenance and repair or replacement as necessary for all IT equipment and standard office equipment. The USCIS

Office of Information Technology is responsible for the installation and modification of all hardware and software for OSI IT systems and equipment. As this is an agency-wide policy, it is in the government’s best interest to continue this practice. USCIS has an IT transformation and refresh strategy that was developed with an approach to supporting its core mission.

Government equipment has been furnished to the incumbent, with the government already bearing the costs of administration and ultimate property disposal; there is no reason to believe there will be a substantial increase in the cost of administration, or disposal of the property.

There has been no substantial increase to the government’s assumption of risk.

The contractor shall account for any government furnished equipment that needs to be returned from terminated employees including building ID passes and office keys. Within 24 hours, the contractor shall return any expired USCIS issued identification cards and building passes, or those of terminated employees.

The government will make applicable DHS, USCIS and OSI manuals and…