Attachment_A_-_Statement_of_Work_(SOW).pdf

STATEMENT OF WORK

UNITED STATES CITIZENSHIP & IMMIGRATION SERVICES (USCIS)

LIVESCAN EQUIPMENT PURCHASE AND

OPERATIONS & MAINTENANCE (O&M) SUPPORT

1.0 Background

The United States Citizenship and Immigration Service (USCIS) uses Livescan electronic fingerprint scanning systems to electronically capture and submit applicant fingerprint images to the Federal Bureau of Investigation (FBI) and Office of Biometric Identity Management (OBIM).

The fingerprints are used for identity verification purposes and to conduct criminal background checks prior to USCIS making a determination whether to grant immigration benefits to applicants.

Livescan systems are currently in use at approximately 138 USCIS Application Support Centers (ASCs) located throughout the United States, the U.S. territories of Saipan, Guam, the Virgin Islands, and Puerto Rico, and by the USCIS Refugee, Asylum, and International Operations (RAIO) Program. In 2001, USCIS initiated collection of digital photographs and digital signatures at the ASCs to further streamline and reduce timeframes needed to process USCIS benefits applications.

This requirement supports the USCIS biometrics capturing goals of Improving Efficiencies, Preventing Fraud, Ensuring Accurate Biographic/Demographic Data, Validation of Biometrics Data, and Meeting FBI Image Quality Standards.

2.0 Scope

The Contractor shall furnish all necessary personnel and materials required to perform the work set forth in this SOW. The Contractor shall provide turn-key Livescan systems that can be connected to the USCIS LAN/WAN. Provided systems shall consist of all necessary components and configurations to meet the operational requirements of this SOW. As USCIS requirements evolve, the Livescan systems provided shall be capable of capturing and transmitting additional biometrics data (e.g., iris, pressed 2-print images, etc.) with minor component and configuration changes. The Contractor shall also provide operations and maintenance support for the USCIS Livescan systems. The Contractor shall provide Livescan system hardware and software installation and integration services, remote software maintenance, on-site remedial hardware maintenance, preventative maintenance, software enhancements, technical support (toll-free telephone hotline), training (on-site user/ on-site systems administrator), standard commercial warranty, shipping, and removal/disposal of old equipment.

The existing Livescan systems are to be replaced by newer model Livescan systems (approximately 540 “cabinet style” machines, 5 “card scan” style machines, and 180 “mobile” style machines). As new systems are deployed at each site, the old systems shall be removed and disposed of properly. The Contractor shall dispose of the Livescan systems at all sites where new systems are installed and those mobile Livescan systems used by the RAIO Program.

USCIS operations and services are periodically subject to changes which have contractual execution implications that may directly impact this requirement. Since such significant changes may mean large-scale increases in USCIS workload requirements, the government may need to make considerable increases to the level of effort within the scope of work required. The optional increases will be done in and may be exercised at the discretion of the contracting officer, although the government is under no obligation to exercise them.

3.0 Livescan System Specifications

3.1 FBI Certification

All Livescan systems and components delivered by the Contractor shall be capable of transmitting Federal Bureau of Investigation (FBI) National Institute of Standards and Technology (NIST) Electronic Fingerprint Transmission Specifications (EFTS) / Electronic Biometric Transmission Specifications (EBTS) files to the JMS-based USCIS Enterprise Service Bus (ESB). Livescan systems and components provided under this requirement shall be FBI certified to comply with the FBI’s Next Generation Identification (NGI) / Integrated Automated Fingerprint Identification System (IAFIS) Image Quality Specifications (IQS) (See Attachment G) and the Office of Biometric Identity Management’s (OBIM) Automated Biometric Identification System (IDENT).

3.2 Functional Specifications

The Livescan systems provided by the Contractor shall meet all the functional specifications below.

3.2.1 Livescan systems shall be turn-key and include all components, peripherals, and configurations.

3.2.2 Livescan systems shall have that the capability to capture type 14 (flat) and type 4 (rolled) fingerprints at 500 ppi.

3.2.3 Livescan systems shall be capable of processing a minimum of six (6) rolled ten-print applicants per hour (i.e., total time for a skilled fingerprint technician to process one rolled 10-print applicant shall be 10 minutes or less).

3.2.4 Livescan systems shall have the capability to read both 1D and 2D barcodes and allow specified biographic data fields to be entered through the use of 1D and 2D bar code scanners.

3.2.5 Livescan systems shall be capable of capturing quality (FBI-acceptable) fingerprint images for a complete spectrum of skin pigmentation.

3.2.6 Livescan systems shall capture an applicant’s signature using a digital signature pad or touchscreen with stylus.

3.2.7 Livescan Systems shall be capable of performing data entry of demographic information using pull down menus. Data entry shall be done using touch screen displays and keyboards.

3.2.8 Livescan systems shall provide the run time licenses for its local applications (e.g., database).

3.2.9 Livescan systems shall include a standard commercial 1 year warranty or better.

3.2.10 “Cabinet” Livescan systems shall be designed to function in an office environment of 60 to 90 degrees Fahrenheit and 20 to 80 percent relative humidity, non-condensing, and shall not require any special air conditioning.

3.2.11 “Mobile” Livescan systems shall be designed to function in an outdoor environment.

3.2.12 “Mobile” Livescan systems shall be designed to be highly portable (i.e.

able to be transported by a single person).

3.2.13 Livescan systems shall be capable of placing transactions on encrypted (using FIPS 140-2 and FIPS 197 compliant certified encryption) external media.

3.2.14 Livescan systems shall have the capability to incorporate standard system security features (e.g., Windows logon and system authentication via Microsoft Active Directory).

3.2.15 Livescan systems shall have the ability to provide non-repudiation, audit ability, and assurance of capture workstation operator identity.

3.2.16 Livescan systems shall have the ability for encryption-key management, by a single, centrally located authority.

3.2.17 Livescan systems shall be able to collect biometrics and store un-submitted records in "off-line mode" (no connectivity to destination system).

3.2.18 Livescan systems shall be capable of performing fingerprint identity verification by interfacing with the Office of Biometric Identity Management’s (OBIM) web service.

3.3 Livescan Hardware Configurations

The Livescan Systems are comprised of 3 different hardware configurations. All components shall be of the same make and model, and all configurations shall be the same to ensure uniformity to the maximum extent possible (e.g. all computers shall be the same, all of the tablets shall be the same, all fingerprint scanners shall be the same, all cameras shall be the same, etc.).

3.3.1 Cabinet System

3.3.1.1 A stand may be substituted for a cabinet as long as it meets all of the requirements of the cabinet.

3.3.1.2 The cabinet shall be a standalone turn-key system that has a computer, fingerprint scanner, monitor, barcode reader, camera, and signature pad contained within in a single cabinet.

3.3.1.3 The cabinet shall have an Uninterrupted Power Supply (UPS) that will allow independent Livescan operation for up to 2 hours.

3.3.1.4 The cabinet shall be no larger than 28 inches deep by 28 inches wide.

3.3.1.5 The "cabinet" shall be robust enough to support Live-Scan equipment and its associated hardware. It shall withstand full-time operational use for a 5-year lifecycle.

3.3.1.6 The cabinet shall have locking wheels.

3.3.1.7 The cabinet shall have a power adjustable height that allows the entire cabinet to move vertically in order to accommodate small children, handicapped individuals in wheelchairs, and individuals over 6 feet tall.

3.3.1.8 The cabinet's fingerprint scanner shall be able to slide outward up to eight (8) inches from the cabinet towards an applicant, so that applicants in wheelchairs are easily accommodated for fingerprint capture.

3.3.1.9 The cabinet's fingerprint scanner shall be centered (left to right) in the cabinet.

3.3.1.10 The cabinet shall have an enclosure where the computer and UPS shall be located and locked to prevent tampering.

3.3.1.11 The cabinet shall be able to physically restart and power on/off the computer from the outside rear of the locking enclosure.

3.3.1.12 The cabinet shall be configured to allow computer cables to be hidden or secured to avoid entanglement or prevent damage when the cabinet is moved.

3.3.1.13 The keyboard shall have adjustable height and angle capability in order to help prevent injuries to operators.

3.3.1.14 The camera shall be affixed to the cabinet to prevent it from being knocked over.

3.3.1.15 The camera shall be height adjustable to capture individuals at either standing or seated height.

3.3.1.16 The camera shall be able to be positioned on either the left or right side of the cabinet, as determined by the operator.

3.3.1.17 Fingerprint Scanner shall be FBI-certified.

3.3.1.18 Fingerprint Scanner shall be Fingerprint Acquisition Profile (FAP) 60.

3.3.1.19 Fingerprint Scanner shall have dimensions no larger than 6 inches long by 6 inches wide by 3 inches tall.

3.3.1.20 Fingerprint Scanner shall weigh no more than one (1) pound.

3.3.1.21 Fingerprint Scanner shall be USB compatible, powered through the USB connection, and include the USB cable.

3.3.1.22 Fingerprint Scanner shall be compatible with Windows 7 and 8 Enterprise 64 bit Operating Systems.

3.3.1.23 Fingerprint Scanner shall be the same make and model used in the mobile Livescan version.

3.3.1.24 The computer shall have at a minimum a 2.0Ghz processor.

3.3.1.25 The computer shall have a minimum of 8GB of RAM.

3.3.1.26 The computer shall have a minimum Solid State Drive (SSD) storage capacity of 240GB.

3.3.1.27 The computer shall use a USCIS-approved version of Windows 7 Enterprise 64 bit operating system. The Government will provide hardening script(s) and published guidance. During the life of this requirement, it is anticipated that USCIS will migrate to Windows 8 and therefore, the Livescan systems shall be capable of running Windows 8.

3.3.1.28 The camera shall be a digital point and shoot camera.

3.3.1.29 The camera shall include drivers that allow an external application to control the camera remotely (i.e. allow the Livescan application to control the zoom, pan, tilt, etc. of the camera).

3.3.1.30 The camera shall be no larger than 4 inches long by 3 inches wide by 1 inch thick.

3.3.1.31 The camera shall not weigh more than eight (8) ounces.

3.3.1.32 The camera shall include a built-in flash.

3.3.1.33 The camera shall have an optical zoom of 3X or greater.

3.3.1.34 The camera shall be able to capture 5.0 megapixel photos or greater.

3.3.1.35 Threshold: the camera shall have a rechargeable battery;

Objective: the camera shall have a rechargeable lithium-ion battery.

3.3.1.36 Threshold: the camera shall have a USB cord that allows for the transfer of pictures, powering/charging of the device, and control of the camera;

Objective: the camera shall have built-in Wi-Fi that allows for the wireless transfer of pictures and wireless control of the camera.

3.3.1.37 The camera shall have a built-in tripod mount.

3.3.1.38 The camera shall be the same make and model used in the mobile Livescan version.

3.3.1.39 A 1D/2D barcode reader (64 bit compatible).

3.3.1.40 Illuminated signature pad with a line on the signature box for signature.

3.3.1.40.1 The signature pad shall have a minimum cord length of ten (10) feet from the front of the machine.

3.3.1.40.2 The stylus attached to the signature pad shall be able to create a clear signature.

3.3.1.41 Flatbed FD-258 card scanners (one per ASC). This device shall be FBI-certified.

3.3.1.42 Touchscreen LCD/LED Monitor. This device shall be

approximately the width of the cabinet.

3.3.1.43 USB Mouse.

3.3.2 Mobile System

3.3.2.1 The Fingerprint Scanner shall be the same make and model used in the cabinet version.

3.3.2.2 A windows-based tablet with a USCIS-approved version of Windows 7 Enterprise 64 bit operating system. USCIS will provide hardening script(s) and published guidance. During the life of this requirement, it is anticipated that USCIS will migrate to Windows 8 and therefore, the Livescan systems shall be capable of running Windows 8.

3.3.2.3 The tablet shall be ruggedized (or in a ruggedized case) that meets MIL STD 810G 516.6, and is durable for field use.

3.3.2.4 The tablet shall have at least one USB 3.0 port.

3.3.2.5 The tablet shall have Wi-Fi 802.11n or better.

3.3.2.6 The tablet shall have Bluetooth 4.0 or better.

3.3.2.7 The tablet shall have a rear-facing camera with a minimum of 5.0 megapixels.

3.3.2.8 The tablet shall have a minimum manufacturer listed battery life of 7 hours.

3.3.2.9 The tablet shall be no larger than 12 inches long by 8 inches wide by 1 inch thick.

3.3.2.10 The tablet shall be no smaller than 9 inches long by 7 inches wide by 0.5 inches thick.

3.3.2.11 The tablet shall weigh no more than 2.5 pounds.

3.3.2.12 The tablet shall have a touch-screen with a resolution that is capable of displaying 720p or better.

3.3.2.13 The tablet shall have a minimum storage capacity of 128GB.

3.3.2.14 The tablet shall have an RJ-45 Ethernet port (or include a USB to Ethernet adapter) that is capable of 1Gbps transfer rates.

3.3.2.15 The tablet shall include a compatible stylus (which, will be used to capture applicants' signatures on the tablet's screen).

3.3.2.16 The tablet shall be capable of reading 1D and 2D barcodes without an additional device (i.e. using the tablet's camera).

3.3.2.17 The tablet shall include a charging cord capable of 110V to 240V.

3.3.2.18 The camera shall be the same make and model used in the cabinet Livescan version.

3.3.2.19 The system shall include a self-powered 4 port USB 3.0 hub.

3.3.2.20 The system shall include a small form factor tripod for the camera.

3.3.2.21 Threshold: the system shall include a physical keyboard that connects to the tablet wirelessly. The keyboard shall be rechargeable and come with a USB charging cord (or be powered by the tablet).

Objective: the keyboard shall function when connected to the tablet either wirelessly or via a USB cable.

3.3.2.22 Keyboard dimensions shall be approximately 10 inches long by 5 inches wide by 1 inch thick. The keyboard shall weigh no more than one (1) pound.

3.3.2.23 The system shall include a physical mouse that can connect to the tablet wirelessly.

3.3.2.24 Threshold: the mouse shall be rechargeable and come with a charging cord;

Objective: the mouse shall function either connected to the tablet via a USB cable or wirelessly.

3.3.2.25 The system shall include a small form factor tablet stand (whether built into the tablet/case or as a separate stand).

3.3.2.26 The system shall include a durable hard shell, four spinner wheeled carry-on suitcase (with telescoping handle) with cut foam inside, to store all components. The case shall meet the requirements of airline carry-on luggage and shall be no larger than 22 inches long by 14 inches wide by 9 inches tall.

3.3.3 Card Scan System

These systems shall be used in the Service Centers for scanning paper FD- 258 fingerprint cards. They are not to be confused with the “cabinet” systems required in paragraph 3.3.1 above.

3.3.3.1 The computer shall have at a minimum a 2.0Ghz processor.

3.3.3.2 The computer shall have a minimum of 8GB of RAM.

3.3.3.3 The computer shall have a minimum Solid State Drive (SSD) storage capacity of 240GB.

3.3.3.4 The computer shall use a USCIS-approved version of Windows 7 Enterprise 64 bit operating system. USCIS will provide hardening script(s) and published guidance. During the life of this requirement, it is anticipated that USCIS will migrate to Windows 8 and therefore, the Livescan systems shall be capable of running Windows 8.

3.3.3.5 A 1D/2D barcode reader (64 bit compatible).

3.3.3.6 Flatbed FD-258 card scanner which shall be FBI-certified.

3.3.3.7 A 23 inch (or larger) touchscreen LCD/LED Monitor.

3.3.3.8 USB Keyboard.

3.3.3.9 USB Mouse.

3.4 Livescan Software Requirements

The Contractor shall provide all required software configurations/modifications required to interface with USCIS systems and meet USCIS data profile requirements. The Contractor shall submit any modified software for USCIS approval prior to placement on Livescan systems.

The Contractor shall be required to maintain USCIS software tables that include demographic information used in processing USCIS Livescan transactions. Tables shall be accessible by the Livescan operator through the use of pull-down menus on the Livescan device. USCIS will provide USCIS-specific tables (e.g. Originating Agency Indicator (ORI) Code, Reason Fingerprinted, Place of Birth, or Country of Citizenship) to the Contractor after award for incorporation into the Contractor’s Livescan software. USCIS will validate all tables during the software approval process. The Contractor may be required to modify the tables to add or delete entries at the discretion of the Government.

In addition to the USCIS software configurations, the software requires customization for the processing of UK Visa applicants and the Canadian Visa applicants. See Attachment E for the customization requirements for UKVISA and Attachment F for the customization requirements for the Canadian Visa. Additional countries may be incorporated during the life of this requirement.

All data and information entered into and processed through the contractor's software product under this contract shall be considered government property. The contractor has no data rights to Government data incorporated into the Livescan system software (such as USCIS tables, etc.) or data created using the provided Livescan systems (such as applicant data, fingerprint captures, etc). See FAR 52.227-17.

Livescan systems provided by the Contractor shall meet all of the software requirements below.

3.4.1 The Livescan application shall operate on a USCIS-approved version of Windows 7 Enterprise 64 bit operating system. USCIS will provide the approved security settings application script(s) and published guidance.

During the life of this requirement, it is anticipated that USCIS will migrate to Windows 8 and therefore, the Livescan systems shall be capable of running Windows 8.

3.4.2 The Livescan application shall be a client-based application that runs locally on the Livescan system.

3.4.3 The Livescan application shall allow for the customization of data entry and menu screens. The software shall run on any hardware platform delivered to USCIS.

3.4.4 Data captured and sent from the Livescan system must adhere to the USCIS data processing requirements. Types of transactions and USCIS-custom data sets are provided in Attachment K, and data validation rules shall be provided after award.

3.4.5 The Livescan application shall support a Lightweight Directory Access Protocol (LDAP) connector. The software shall utilize the Microsoft Active Directory for user accounts and login.

3.4.6 The Livescan application shall capture management information to include processing time (date and time stamp for each applicant record) by machine and by operator.

3.4.7 Threshold: the Livescan application shall support multiple workflow processes generating different types of transactions;

Objective: the Livescan application shall allow user modifiable/created/deleted workflows via the user interface, and has the ability for the Government to add/remove/edit collected data fields via the user interface

3.4.8 The Livescan application shall have a practice mode.

3.4.9 The Livescan application shall have the ability to perform input data validation based on USCIS business process rules prior to submission of the EFTS/EBTS transaction.

3.4.10 The Livescan application shall have the ability to create an alpha/numeric identification number in a specified FD-258 field in the event that the applicant does not have either an “A-number” or a social security number. The unique applicant identifier shall be a “Z-number”, which is a 10-digit number (including the preceding "Z") generated uniquely on the Livescan device.

3.4.11 The Livescan application shall have drop down menus that spell out country names in conjunction with the abbreviation codes. This capability shall be for both the nationality and country of birth drop down lists.

3.4.12 The Livescan application shall allow data entry for height and weight in either the US Standard units of measurement or metric units of measurement and make any necessary conversion(s) to the US Standard unit of measurement before transmitting the record.

3.4.13 Threshold: The Livescan application shall have the ability to capture fingerprints.

Objective: The Livescan application shall have the ability to control the speed of fingerprint capture.

3.4.14 The Livescan application shall have a setting for the operator to manually advance or the system to auto advance during the fingerprint capture process.

3.4.15 The Livescan application shall use the NIST Fingerprint Image Quality (NFIQ) algorithm to indicate to the operator the NFIQ score of each fingerprint captured.

3.4.16 Threshold: the Livescan application shall have the ability to detect a fingerprint captured out of order (sequence-checking);

Objective: the Livescan application shall place fingerprints in the proper order regardless of capture order and ensures that the left hand and right hand are each captured separately and in the proper order thus, preventing error.

3.4.17 The Livescan application shall have the ability to go back to the previous print and recapture the fingerprint during the capturing process and prior to the completed capture of all prints.

3.4.18 The Livescan application shall have the ability to make fingerprint annotations (ex. missing finger, etc.), per the EFTS/EBTS specifications, during ten-print capture.

3.4.19 Non-ten-print images shall be waive-able and denote a waived flag in the submission record.

3.4.20 The Livescan application shall support "Card Scan" ingest of FD-258 fingerprint cards, photos, signatures, and single press prints from a flatbed scanner.

3.4.21 The Livescan application shall have the ability to capture two (2) sets of fingerprints and transmit only one set and save the 2nd set in the same applicant record for future use; e.g. if the first set is returned from the FBI as unclassifiable.

3.4.22 The compression algorithms used in the Livescan system for compressing the fingerprint images must comply with FBI approved WSQ gray scale compression standards.

3.4.23 The Livescan system shall produce a single press fingerprint .wsq image with maximum dimensions of 500 pixels (1.0 inch) wide by 500 pixels (1.0 inch) high.

3.4.24 The digital camera shall be controlled using the Livescan software and will utilize face detection software that locates an applicant’s face and automatically centers it in the photo.

3.4.25 As a default, facial photographic images shall be automatically sized to 300 pixels by 300 pixels and saved in the jpeg format.

3.4.26 Threshold: the Livescan application shall include basic photo editing capabilities (pan, crop, zoom, brightness, contrast, sharpness, etc.) so that the operator may make adjustments to the photo(s) prior to submission;

Objective: the Livescan application shall, in addition to threshold capabilities, remove background artifacts and noise such that photos are suitable for facial recognition and card production.

3.4.27 The signature capture screen shall allow for USCIS-specified text amounting to 1,200 characters.

3.4.28 Non-ten-print image dimensions and formats shall be modifiable to support different workflow requirements.

3.4.29 The Livescan application shall be capable of performing a final review with the ability to go back and edit prior to submission of the transaction.

3.4.30 The Livescan application shall create an alpha/numeric identification number called a Transaction Control Number (TCN) on each submission in a field specified by the Government, appended with a 12-digit date and time stamp in the format CCYYMMDDHHMM.

3.4.31 The Livescan application shall automatically encrypt files/transactions during storage and transmission using FIPS 140-2 and FIPS 197 Advanced Encryption Standard (AES) 256 compliant algorithms.

3.4.32 The Livescan application shall be able to submit transactions to the USCIS Enterprise Service Bus (ESB).

3.4.33 The connection between Livescan and the ESB shall be bi-directional Secure Socket Layer (SSL).

3.4.34 Certificates shall be used for the interface SSL handshake, and shall be DHS-issued certificates.

3.4.35 The Livescan application shall have the capability to query and display the records stored in the Livescan system based on an applicant's name, “A-number”, social security number, or date fingerprinted, and retrieve records and fingerprints that have not been deleted.

3.4.36 The Livescan application shall provide a submission status indication when viewing an individual record or a list of records stored in the system.

3.4.37 The Livescan application shall be capable of editing, modifying, and resubmitting retrieved records that replace the modified record.

3.4.38 The Livescan application shall have a configurable method to automatically delete old transaction records.

3.4.39 The Livescan application shall be capable of deleting records upon demand by the operator.

3.4.40 The Livescan application shall allow for remote update of reference tables and other configurable settings using USCIS' Microsoft Configuration Manager software tool.

3.4.41 The Livescan application shall be capable of performing fingerprint identity verification by interfacing with the Office of Biometric Identity Management’s (OBIM) web service.

4.0 Delivery

The Contractor shall provide one (1) complete type of each Livescan System (“cabinet”, “mobile”, and “Card Scan”) to USCIS Headquarters (Attention: Lee Bowes, Biometrics Division (BD) Logistics Branch, 111 Massachusetts Avenue, Washington, DC 20529) within ten (10) days following award. The systems shall include all peripherals and the software application. These systems shall be used for the purpose of systems configuration/compatibility testing and solidifying the USCIS operating system “image” to be used by the Livescan Systems.

No later than 11 weeks from the award date, all software configuration; testing and acceptance must be completed. The Contractor may be required to work on-site with USCIS staff at USCIS Headquarters to solidify the customization of the Livescan Application and the operating system image.

No later than 6 months from award date, all Livescan systems must be operational at every USCIS location listed in Attachment A to this SOW. The Contractor shall dispose of old equipment, deliver and install new Livescan equipment, perform operational testing and provide required training at every USCIS location in the time period specified above.

As part of the submitted proposal, the Contractor shall provide a deployment plan (with reference to Attachment C Deployment Schedule) that describes its solution to accomplish the deployment schedule in the SOW, disposal of old equipment, installation of new equipment, and training of users. The deployment plan shall list the work required by installation site. After award and prior to installation of any systems, the deployment plan shall be revised to include the Media Access Control (MAC) address of each Livescan system to be installed. The MAC addresses must be provided so that port security settings may be set by USCIS to allow for the installation of the new machines.

Operations and Maintenance (O&M) support shall commence when all Livescan systems are installed. Systems installed prior to all systems being operational shall be supported by the contractor and any service shall be considered part of the installation. The Contractor shall be required to complete delivery all the way to the operational location (for cabinet and card scan systems). Curb-side delivery and drop-shipping are not acceptable. The Government will not be responsible for moving any equipment, either for installation or disposal.

No later than 3 months after completed deployment of the Livescan Systems, the Livescan fingerprint identity verification function shall be operational.

5.0 Shipping

The Livescan Systems shall be delivered to the installation site no sooner than 72 hours prior to installation. Livescan Systems shall be shipped as complete systems; shipping of separate components is unacceptable. The operating system and necessary software shall be installed and configured prior to delivery. Dates shall be coordinated with the COR prior to delivery. Delivery shall be considered FOB Destination and acceptance of the Livescan Equipment will occur upon receipt of a G-504 Form (Report of Property Shipped/Received).

6.0 Test and Acceptance

The test and acceptance evaluation shall occur in four (4) phases.

Phase 1 (Proof of Concept) is a test in which test applicant records will be processed on a stand-alone Livescan system to demonstrate image and process acceptability of the Livescan system configuration and saving the encrypted data. This test will be conducted during the proposal evaluations as part of product demonstrations.

Phase 2 shall test the Livescan application’s ability to utilize the Microsoft Active Directory for user accounts and login via an LDAP connector. This test shall only be performed on the awarded contractor’s systems, and requires acceptance no later than 9 weeks after award date.

Phase 3 shall be acceptance of the customization of the Livescan software application. The test shall ensure all necessary data capture fields and corresponding data entry screens have been added in order to process UK VISA, Canadian VISA, and Code 1-3 applicants. Login and password integration will also be tested. This test shall only be performed on the awarded contractor’s systems, and requires acceptance no later than 9 weeks after award date.

Phase 4 shall test the communication connection between each Livescan system and the ESB.

The test shall determine whether the EFTS/EBTS file generated by the Livescan is in the format specified by all relevant standards, compliant with ANSI/NIST and FBI specifications, and successfully transmitted by the ESB. Processing a USCIS application will test the file format for acceptability. This requires acceptance no later than 11 weeks after award date. This test shall only be performed on the awarded contractor’s systems, and shall be reconfirmed at the time of installation at each USCIS location in order for each system to be considered operational.

Testing, unless otherwise noted, shall be performed at the USCIS HQ Lab located at 111 Massachusetts Avenue (Lower Level), Washington DC 20529.

7.0 Disposal

The Contractor shall perform the following tasks as part of disposal of the systems removed from each location. Livescan systems at each location are to be disposed of in accordance with this statement of work unless the Contractor is notified by the Government five (5) business days prior to the scheduled removal date that other disposal means will be utilized. The Contractor shall coordinate the de-installation and removal of scrap Livescan systems with the COR.

7.1 Uninstall existing Livescan systems in coordination with the installation of the new Livescan systems per the accepted proposed deployment schedule.

7.2 Remove the Hard Disk Drive (HDD) from the computer in each Livescan system and give the HDD to the local IT Manager. If the local IT Manager is absent, the ASC Immigration Services Officer (ISO) or Site Supervisor shall suffice. The Contractor is responsible for providing written proof that the ASC ISO or Site Supervisor certified that the HDD for each specific machine has been removed and placed in into Government custody.

7.3 Dismantle and haul away each complete Livescan system and attached components for disposal as scrap.

7.4 Complete and Sign Form G-504, Report of Property Shipped/Received. The ASC ISO or Site Supervisor will also sign and take possession of the Form G-504 to acknowledge transfer of scrap property to the Contractor representative.

7.5 Ensure the following information included on and/or attached to the G-504 for each scrap system is correct:

7.5.1 Livescan System Property Control Number (PCN)

7.5.2 Component PCNs, if applicable

7.5.3 Livescan System Serial Number

7.5.4 Livescan Model Number

7.6 Remove all DHS PCN Labels from the Livescan equipment and attach them to the back of the G-504.

7.7 Make all arrangements for transportation and disposal of scrap property, including inside pick- up, truck lift gate, shipping, and payment of disposal facility handling and disposal fees.

7.8 In accordance with FMR 102-36, ensure that all applicable Environmental Protection Agency (EPA) and state environmental regulations are met in disposing of the Federal Electronic Assets (FEA) and scrap property. Contractor shall use authorized certified recyclers or refurbishers to dispose of FEA and scrap property. Prior to disposal of any component of FEA and scrap property that contains hazardous materials, the Contractor shall obtain written certification and/or other proof from the waste disposal facility that the disposal facility is fully certified for hazardous waste disposal. Ensure that all applicable Environmental Protection Agency (EPA) and state environmental regulations are met in disposing of the scrap property. Components of the scrap equipment contain hazardous materials. Prior to disposal, the Contractor shall obtain written certification and/or other proof from the waste disposal facility that the disposal facility is fully certified for hazardous waste disposal.

7.9 Following disposal, verify in writing to the Contracting Officer’s Representative (COR) that the equipment has been disposed of as scrap material through proper waste disposal procedures and facilities in accordance with all applicable government regulations. The Contractor shall provide the information listed in paragraph 7.5 above as part of proper disposal documentation.

8.0 Reselling Prohibition

The Contractor shall not (a) resell the disposed components or parts for any use (b) cannibalize scrap equipment for spare components or parts (c) sell disposed property for scrap, or (d) otherwise receive compensation for the disposed property over and above the amount provided by USCIS under this requirement.

9.0 Installation

The Government shall ensure each USCIS facility is prepared to receive the equipment, to include cabling, wiring, construction modifications, etc. The Contractor shall be responsible for all other aspects of installation. The Contractor shall integrate all the hardware and load all necessary software and conduct a complete configuration test sufficient to ensure that the Livescan system is fully functional in each USCIS ASC site. The configuration for each ASC Livescan system shall be identical. The Contractor shall be responsible for setup, burn in, and integration of devices.

The Contractor shall burn-in systems for a minimum of 24 hours and certify each system as completely operational prior to delivery, installation and integration, in accordance with all terms and conditions of this requirement. Within ten (10) calendar days following the completion of deployment, the Contractor shall deliver an initial inventory report to the COR. The report shall consist of a list of all system locations, serial numbers, DHS Property Control Numbers (PCN) system names, as well as IP addresses and other network information necessary to maintain the systems on the USCIS Network.

9.1 Installation shall include the following activities.

9.1.1 Install and/or integrate Livescan hardware

9.1.2 Install and/or integrate the operating system

9.1.3 Install and/or integrate component pieces as required to meet the requirements of this SOW

9.1.4 Install DHS Property Control Number (PCN) Labels on Livescan Systems

9.1.5 Complete a Form G-504 for the installation at each USCIS site

9.1.6 Installation of the operating system. The operating system and necessary software shall be installed and configured prior to installation at a USCIS site.

9.1.7 Execution of a setup routine specifying the appropriate hardware configuration.

9.1.8 Encrypting data for transmission to the ESB.

The Contractor shall, in all cases, be responsible for burn-in, certification, and delivery of hardware and software not later than the delivery date specified in this delivery order, in accordance with the Schedule. The Contractor shall adequately package Livescan systems to prevent shipping damage, make all arrangements for transportation, shipping, insurance, and commercial Bills of Lading, and unpack and install systems at the receiving USCIS fingerprinting locations. Shipping costs shall be included in the price of the Livescan systems.

After award and prior to deployment, USCIS shall provide the Contractor with approximately 1,800 PCN Labels. While in the care of the Contractor, the Contractor shall be responsible for the PCN labels.

9.2 The Contractor shall install the PCN labels on the Livescan Systems as follows:

9.2.1 One on the cabinet

9.2.2 One on the Barcode Reader

9.2.3 One on the Digital Camera

9.2.4 One on the flatbed Card Scanner

9.2.5 One on the Tablet

9.2.6 One on the computer (if Card Scan System)

9.2.7 One on the Monitor (if Card Scan System)

Upon successful Livescan System installation at a USCIS site, the Contractor shall complete and Sign Form G-504, Report of Property Shipped/Received. The ASC ISO or Site Supervisor will also sign and take possession of the completed Form G- 504 to acknowledge transfer of new property to the Government.

9.3 The Contractor shall ensure the following information included on the G-504 for each new system is correct:

9.3.1 Livescan System Property Control Number (PCN)

9.3.2 Component PCNs, if applicable

9.3.3 Livescan System Serial Number

9.3.4 Livescan Model Number

9.4 During the installation of Livescan systems, the Contractor shall provide a Systems Information Report (both a hard and an electronic copies) to the COR and Technical Lead in MS Excel format. This report shall be provided at the request of the COR and Technical Lead, but no less than once the installation of all machines is complete. The report shall include at a minimum, the following information:

9.4.1 ASC Location

9.4.2 Site type (Stand Alone or Co-Located)

9.4.3 ASC Site Code (i.e. X-code)

9.4.4 Livescan Model

9.4.5 Livescan System Name

9.4.6 Mac Address

9.4.7 IP Address

9.4.8 Livescan System Serial Number

9.4.9 Software Version

9.4.10 Software Modified Date

9.4.11 Livescan Machine Number

9.4.12 Gateway IP Address

9.4.13 Subnet Mask

9.4.14 Network IP

9.4.15 ORI Code

10.0 Training

The Contractor shall conduct training of all USCIS designated Livescan operators. A list of trainees shall be provided by the Government after award. Trainees shall be identified by location.

10.1 On-Site Training

Unless otherwise coordinated by the Government, the Contractor shall conduct on-site training of selected USCIS designated Livescan operators at the time of installation. The anticipated total number of individuals requiring initial training is approximately 800. Training shall be conducted at USCIS HQ and each ASC site.

On-site training includes User training and Site Supervisor training. User Manuals and User Systems Administrators Manuals shall be accessible within the application and provided in Adobe (.pdf) format at delivery to facilitate training.

10.1.1 User Training shall include the following:

10.1.1.1 Operational instruction to identified Livescan operators.

10.1.1.2 Review and familiarization with User Manual documentation (e.g., manual, video).

10.1.1.3 Instruction on the setup and disassembly of portable systems.

10.1.2 Site Supervisor Training shall include User Training topics plus the following:

10.1.2.1 Basic troubleshooting/depot component replacement.

10.1.2.2 Train the trainer instruction.

10.1.2.3 Review and familiarization with User Manual documentation (e.g., manual, video).

10.1.2.4 Instruction on software setup/settings, if applicable.

10.2 Off-Site Training

Off-site training shall be provided for the RAIO overseas program and shall include the following. Off-site training shall be coordinated so as to occur during overseas duty hours (see paragraph 11.1 below).

10.2.1 Virtual user training via video web conference.

10.2.2 Self-paced training video(s) and/or electronic user guide.

11.0 Operations and Maintenance (O&M) Support

11.1 Technical Support Services Hotline

The Contractor shall provide a telephonic system for 9X5 technical support. This equates to nine (9) hours a day, five (5) days a week, local time for each ASC. The hotline support shall be via a toll-free number. The hotline shall support all USCIS sites (domestic and overseas).

Issues or problems associated with the Livescan systems shall be submitted to the USCIS Service Desk via EZ tickets. The USCIS Service Desk will generate a USCIS Service Desk ticket and contact the Livescan system support contractor regarding the Livescan problems. USCIS ticket will be closed once the support contractor has been notified. The Contractor shall provide a telephonic response to the ticket requestor within one (1) hour from that point to provide their Service Request ticket number, at which time a resolution or plan for resolution will be provided. The Contractor shall provide the most effective method of providing responsive technical troubleshooting and resolution support, to include remote access support.

The Contractor shall provide a monthly Technical Support Services Hotline utilization report to the COR. This report shall detail:

11.1.1 USCIS Remedy Ticket Number

11.1.2 Contractor Service Request Number

11.1.3 Date Ticket Opened

11.1.4 Date and time of 1st contact with requestor

11.1.5 Date Ticket Closed

11.1.6 Number of Business Days Ticket was Open

11.1.7 System Down (Yes or No)

11.1.8 Length of time system was down

11.1.9 On site or remote maintenance

11.1.10 ASC Site Code (i.e. X-code)

11.1.11 ASC Site Name

11.1.12 Machine number

11.1.13 ASC POC

11.1.14 If onsite maintenance field technician’s name

11.1.15 Problem Type

11.1.16 Solution

11.1.17 Summary (i.e. description of problem)

11.1.18 Status (Open or Closed)

11.2 Remedial and Preventive Maintenance Services

The Contractor shall be responsible for hardware and software maintenance support for Livescan systems provided under this delivery order. The Contractor shall provide all maintenance coverage necessary to meet the requirements of this SOW. The Contractor shall coordinate warranty information and warranty services with the manufacturer of the hardware or software.

The Contractor shall provide remedial as well as preventive maintenance coverage.

Subject to security policies, regulations and procedures, the Government will permit on-site access to the equipment that is to be maintained.

11.3 General Maintenance Requirements

The Contractor shall provide all necessary personnel, materials, parts, tools, diagnostic and test equipment, technical manuals/publications and other services as may be required for the hardware maintenance support. Maintenance support shall include technical troubleshooting, problem resolution, and component repair or replacement in order to maintain and keep the equipment in full operating condition.

11.4 Period of Maintenance

The official Operation Hours for equipment covered under this delivery order shall be 8 a.m. through 5 p.m., local time for each location, Monday through Friday (excluding Federal Holidays).

11.5 Software Maintenance

The Contractor shall have the ability to directly modify the Livescan Application so that it may provide software maintenance that supports the immediate needs of the Biometrics Division.

The Contractor shall remotely load all revised software configurations and table updates down to the individual Livescan system utilizing the Department of Homeland Security (DHS) Workplace as a Service (WPaaS) at https://workplace.dhs.gov. WPaaS will allow the Contractor access to the USCIS network and will provide a means for performing certain types of maintenance to https://workplace.dhs.gov/ include software and hardware maintenance or system troubleshooting.

The Contractor shall work with the Biometrics Division (BD) and USCIS image lab to develop and test software and software releases. The Contractor shall load all revised software configurations and table updates to each Livescan system. The Contractor shall maintain table updates and minor revisions as part of software maintenance. The Contractor shall troubleshoot and correct software errors as part of software maintenance. The Contractor shall test all applicable security patches on the Livescan system within three (3) calendar days of the date of issuance by the software vendor.

Additionally, the Contractor shall provide and install all upgrades to the Livescan software. Upgrades shall be installed when planning has been completed, resources are available, and the environment is ready to support the upgrades.

Upgrades are required to ensure Livescan systems remain up to date.

The Contractor shall assess future software upgrade requirements and inform the government when upgrades are available. An upgrade shall be defined as any new major or minor software version that is released to address corrected security or usability concerns or any new major or minor software version that increases usable functionality.

11.6 Software Enhancements

The Contractor shall have direct access to the Livescan Application such that it is able to make immediate code changes in order to support the dynamic requirements of the Biometrics Division. As such, the Contractor shall make software modifications/enhancements to the Livescan system as directed by the USCIS COR and Technical Lead. Software modifications and enhancements may include, but are not limited to: addition/removal of database fields/tables, Graphical User Interface (GUI) fields/screens, changes in dataflow, data transmission, system connectivity, processes, functionality, and capabilities.

11.7 Hardware Maintenance

11.7.1 Preventive Maintenance

The Contractor shall conduct regularly scheduled preventive maintenance site visits to maintain hardware in full operating condition.

The Contractor shall provide a preventative maintenance schedule to the COR. The maintenance schedule shall be produced by the Contractor with input from the Government. This schedule shall become effective upon installation of all systems.

The Contractor shall provide a preventative maintenance report to the COR. The report shall identify each Livescan System by machine number and the corresponding dates when preventative maintenance was scheduled and the date maintenance was performed.

11.7.2 Remedial Maintenance

Remedial maintenance shall be provided in response to EZ tickets submitted to the USCIS Service Desk. The Contractor shall diagnose and repair malfunctioning Livescan systems in the most cost effective manner available which will also minimize the downtime of the affected system. Remedial maintenance shall include transportation, labor and parts required for return of a malfunctioning system to full operating condition.

Remedial maintenance shall be performed upon receipt of a notification that a system is inoperative (down). The Contractor shall provide USCIS with a point of contact and ensure the Government is able to make contact with the point of contact during operational hours (see paragraph 11.4). Within one (1) hour of a service request being made, the Contractor shall provide a telephonic response that assesses the situation, identifies the problem, and proposes the resolution and the time to fix the problem.

Downtime is that time during which equipment is inoperable due to a hardware malfunction. Downtime is calculated for the entire system versus a single component. A determination of downtime will be made solely by the Government. Downtime for each failure shall start at the time the Government notifies the Contractor of a failure and shall run until the failed system is returned to full operating condition.

The Contractor’s responsibilities for remedial maintenance shall include:

11.7.2.1 Administration and management of all repairs associated with the Livescan systems.

11.7.2.2 Tracking the status and invoking the use of all applicable warranties of the Livescan systems.

11.7.2.3 Telephonic responses to the originator within 1 hour of a service request.

11.7.2.4 Completion of provided support, repairs, or replacement within one (1) business day of arrival on-site.

11.7.2.5 Provided on-site support within three (3) business days for ASCs located within the Continental United States.

11.7.2.6 Provided on-site support within four (4) business days for ASCs located in Puerto Rico, U.S. Virgin Islands.

11.7.2.7 Provided on-site support within five (5) business days for ASCs located in Hawaii, and Alaska.

11.7.2.8 Provided on-site support within ten (10) business days for ASCs located in Guam and Saipan.

11.7.2.9 A Service Request (SR) involving “Bug being worked on by software engineering” does not fall under the resolution time-frame mentioned above.

12.0 Responsibilities of the Contractor

12.1 Parts Quality

The Contractor shall use only new parts produced by the Original Equipment Manufacturer (OEM) during the conduct of repairs. Parts that have been replaced shall become the property of the Contractor.

12.2…