Attachment4-OTTHistoricalRequirements.pdf

Draft RFP HSTS05-08-R-OSO900 Attachment 4

GENERAL DESCRIPTION/SPECIFICATIONS OF REQUIREMENTS

Index:

Section Title

C.1 Description/Specification/Work Statement

1 Background

2 Purpose

3 Period of Performance

4 Technical Requirements

4.1 General Program Management

4.1.1 Project Management System

4.1.2 Training Program Plans

4.1.3 TSA’s Goals and Objectives

4.1.4 TSA Training Support

4.2 Curriculum Development

4.2.1 Contractor Provided Subject Matter Expertise

4.2.2 Security Sensitive Information (SSI)

4.2.3 Curriculum development efforts strategies

4.2.4 Standard Operating Procedures (SOPs), security

requirements and policy changes, new hardware and software equipment

4.2.5 Pilots and/or Operational Tryouts

4.2.6 TSA Training Standards for curriculum development

4.2.7 Image Library Review

4.2.8 Impact Analysis

4.2.9 Training Delivery

4.3 Curriculum Delivery/Instruction/Training

4.3.1 Contractor provided Subject Matter Expertise

4.3.2 Contractor on-site Quality Assurance audits

4.3.3 Contractor delivery of training at or near TSA airports.

4.3.4 Contractor provided training per attachment

4.3.5 Expected number of trained TSOs on a bi-weekly basis

4.3.6 Contractor provided training for OSARP

4.3.7 Expected number of contractor provided Train-the-Trainer a month

4.3.8 TSA provided guidance on percentage of classroom

attended time in order to receive course completion credit

4.3.9 Contractor instructor provided OSARP On-the-Job

Training (OJT)

4.3.10 Contractor “co-teach” situation

4.3.11 Contractor instructor’s previous teaching experience

criteria

4.3.12 Instructors must maintain an average QA Audit Score of “Meets Expectations” or greater under the standard TSA scoring system.

4.3.13 Instructors must attend the course of instruction for which they are to be qualified

4.3.14 Instructors attendance of Train-the-Trainer/Test

Administrator (T3/TA) Training.

4.3.15 Instructors “Shadow” (observe) of a class taught by

qualified and experienced instructors

4.3.16 Instructors Co-Teaching with a qualified and experienced instructor

4.3.17 Contractor expectations to maintain certification on

particular courses or machines

4.3.18 Contractor provided recertification training for all

instructors

4.3.19 Number of instructors available for deployment during any training cycle shall be made available to the TSA Master Scheduler.

4.3.20 Instructor duties when not deployed to teach a course

4.3.21 Contractor provided technical Subject Matter Expertise

4.3.22 Courses shall be presented using the material approved and provided by TSA

4.3.23 Contractor modification or reorganize the course schedule, within the guidance criteria provided by TSA

4.3.24 TSA will provide the contractor with any updated testing and administrative guidance released

4.3.25 Instructor requirement of updating training results, all associated tests and practical assessments using the Learning Event Recorder function within the TSA On-line Learning Center (OLC)

4.3.26 Instructors compliance with all requirements as set forth in the Test Administrator Guide(s)

4.3.27 Contractor provided Serious Incident Report (SIR)

4.3.28 Contractor must ensure that all privacy and SSI is protected according to TSA regulations

4.3.29 Attachments – All Training Standards

4.4 Support to Curriculum Development and Delivery

4.4.1 Contractor provided integrated approach for a global

Customer Service Support Center (CSSC)

4.4.2 Specific Requirements: - Program Management

4.5 Image Development and Security Training Aids (Kits and Boards)

4.5.1 Training and Testing Image Development

4.5.2 Security Training Aids (Kits and Boards)

4.5.3 Current Training Kits

4.6 On-Line Learning Center Repository Function/Support

4.6.1 Design, develop, and execute 10 to 15 new monthly ad hoc reports based on TSA program requirements

4.6.2 Develop, test, and implement new standard reports

integrated into the OLC for TSA

4.7 Transition Service

4.7.1 Pre-Transition and Transition Project Plan

DESCRIPTION/SPECIFICATION/WORK STATEMENT

Specialized Security Training

1. Background

The Aviation and Transportation Security Act (ATSA), Public Law 107-71 requires the Transportation Security Administration (TSA) to develop, implement, and manage training programs for the transportation security screening workforce. TSA continues to make great strides in developing new training and responding to the needs of the diverse TSA field operations; and heavily relies on contractor support to accomplish its mission. The dynamic nature of the TSA Specialized Security Training (SST) demands focused, capable support services to ensure the successful operation, management, and control of the SST program. This document defines the program requirements necessary to ensure system integration and program management, curriculum development, curriculum delivery/instruction/training, contract support to curriculum development and delivery, image development, on-line learning and repository function, and a viable transition plan. Additionally, as or when required TSA intends to provide similar scope products or services through this contract to other organizational elements within the Department of Homeland Security (DHS) to meet any DHS professional training requirements. TSA and DHS organizational elements will use task orders for ordering services under this contract. In the event security requirements are necessary, the ordering activities may incorporate, in their delivery orders, a security clause in accordance with current laws, regulations, and individual agency policy; however, the burden of administering the security requirements shall be with the ordering organization element.

2. Purpose

This Statement of Work provides for the effort necessary to ensure the successful implementation and maintenance of TSA’s Operational and Technical Training (OTT) training programs and to support the Mission and Vision of OTT.

3. Period of Performance

The period of performance TBD.

4. Technical Requirements

4. 1 General Program Management and Integration

4.1.1 The contractor shall maintain a Program Management System that shall include, but not be limited to, the following areas:

o Program Planning and Control;

o Oversight and Integration;

o Quality Assurance;

o Configuration Management;

o Risk Management;

o Security;

o Contract and Subcontract Management;

o Proposal Support Services;

o Supplier Control;

o Financial Management;

o Program Management Support;

o IT and Data Management;

o Facility and GFE Management; and o Transition Support.

4.1.2. The contractor shall maintain and update existing training program plans (at both the contract and individual requirement levels) as necessary, throughout the performance period of the contract and include reports to address requirements by higher authorities.

These plans shall include, but not be limited to:

o Program Management Plan o Quality Assurance Plan o Staffing Plan (i.e., detailed Technical Basis of Estimates, BOE, provided on an individual Task Order basis) o Data Management Plan o Resources/Facilities Plan (i.e., Crisis Management Plan) o Risk Management Plan o Cost Management Plan (i.e., Cost Performance Reports CPR)

4.1.3 The contractor shall assist in meeting TSA’s goals and objectives (i.e., to develop and deliver technical training that helps enable the TSA workforce and others involved in transportation security, to perform their duties in protecting the nation’s transportation systems”).

4.1.4 TSA Training Support

4.1.4.1 The contractor shall engage in a partnership with TSA in an open, collaborative and customer-oriented professional relationship. In addition to meeting program objectives, the contractor(s) is encouraged to:

o Consistently take steps to understand OTT’s priority business issues and promote OTT training opportunities within TSA and to external customers.

o Share the risks and responsibilities of joint implementations and initiatives.

o Ensure its products and services deliver tangible and meaningful business benefits.

o Work collaboratively with other contractors, government agencies, and business partners to ensure project success.

4.2 Curriculum Development

4.2.1. The contractor shall provide the necessary subject matter expertise and curriculum development support to ensure the successful implementation and maintenance of the TSA’s OTT training programs.

4.2.2. Course content may include Security Sensitive Information (SSI) and, as such, will follow the SSI guidelines established by TSA. (ATTACHMENT A)

4.2.3. All curriculum development efforts will use, but not be limited to, the following training strategies

4.2.3.1. Instructor-led

4.2.3.2. Web Based Training (WBT)

4.2.3.3. Computer Based Training (CBT)

4.2.3.4. Video/DVD

4.2.3.5. Blended Approach

4.2.3.6. Facilitation/Coaching

4.2.3.7. Practical Skills Demonstrations

4.2.3.8. On-the-Job Training (OJT)

4.2.3.9. Computer Off-the-Shelf (COTS)

4.2.3.10. Shadow/Co-Teach

4.2.3.11. Job Aids/Kits

4.2.3.12. Simulation

4.2.4. Training is based on Standard Operating Procedures (SOPs), security requirements and policy changes as well as new hardware and software equipment

4.2.4.1. SOPs will continue to evolve/increase during the life cycle of this contract

4.2.4.2. TSA expects SOPs will undergo four (4) significant changes per annum

4.2.5. Pilots and/or Operational Tryouts are required

4.2.5.1. Pilots and/or operational tryouts may require travel and lodging

4.2.5.2. The contractor shall provide a trip report after attending a pilot/operational tryout (TSA must agree upon data to be provided prior to first travel)

4.2.6. Contractor shall follow TSA Training Standards for curriculum development

(ATTACHMENT Jxx NOT ATTACHED TO DRAFT)

4.2.7. Image Library Review

4.2.7.1.The contractor shall host a searchable digital image library

4.2.7.1.1. Initial migration shall include 5,000 images

4.2.7.1.2. Search functions to enable images to be located efficiently based on

TSA established parameters

4.2.7.1.3. Images (e.g., digital photographs) shall be cataloged, indexed and uploaded into the library

4.2.8. Impact Analysis may be required, but not be limited to, Engineering Change

Process (ECP), Requests for Deviation (RFDs) and SOPs. The Impact Analysis provides an overview of the effects of the change on the curriculum.

4.2.9. Training will be developed for delivery using, but not limited to, the following two methods

4.2.9.1.Instructor-Led Training

4.2.9.1.1. The contractor shall use an Instructional Systems Design process that includes analysis, design, development, implementation and evaluation for the planning, developing, delivering, evaluating and revising of instructor-led training.

4.2.9.1.2. The contractor shall provide, but not be limited to, the following:

4.2.9.1.2.1.Create Course Descriptions 4.2.9.1.2.2.Create Course Maps

4.2.9.1.2.3.Create Test Maps

4.2.9.1.2.4. Create On-the-Job Training (OJT) Guidance and Checklists

4.2.9.1.2.5. Create Practical Lab Demonstrations Guidance

4.2.9.1.2.6. Create Training Curriculum Updates (TCU)

4.2.9.1.2.7. Manage Content Change Log

4.2.9.1.2.8. Review Level 1 evaluations for curriculum upgrades

4.2.9.1.2.9. Analyze Threat Image Projection (TIP) data and it’s implication on training

4.2.9.1.2.10. Maintain current and historical information on ECP/RFD

Process in TSA Library

4.2.9.1.2.11. Evaluate results from Transportation Security Officer’s performance testing/certifications

4.2.9.1.2.12. Analyze findings from, but not be limited to, the following

TSA data

4.2.9.1.2.12.1. Kirkpatrick Level 1, 2, 3 performance data

4.2.9.1.2.12.2. TIP data

4.2.9.1.3. The contractor shall provide, but not be limited to, the following:

4.2.9.1.3.1.The contractor shall provide Subject Matter Experts

(SMEs)/Curriculum Developers

4.2.9.1.3.1.1. The contractor shall be required to provide six (6) on-site

(at TSA headquarters in Arlington, VA) curriculum developers per annum to evaluate, analyze, design, develop, implement and manage training products and services in support of the security training.

4.2.9.1.3.1.1.1.SMEs/Curriculum Developers shall possess the skill sets similar to those defined below. This list is an example of the types of skills which the curriculum developers should possess and should not be interpreted to mean that each developer possesses all skills or that the level of expertise is sufficient for all tasks.

4.2.9.1.3.1.2. Curriculum developers shall create and revise existing lesson plans to meet emergent and new training requirements and keep technical information current.

4.2.9.1.3.1.3. The contractor shall design and carry out methodologies aligned with specific, predetermined training objectives, incorporate training content, and plan training delivery yielding a cost effective product for the government.

4.2.9.1.3.1.4. The contractor shall utilize media that is compatible with the TSA’s Learning Management System (LMS) as required by the curriculum development efforts

4.2.9.1.3.1.5. The contractor may be required to attend Original Equipment Manufacturer (OEM) training

4.2.9.1.3.1.5.1.It is estimated all OEM training will require travel and lodging.

4.2.9.1.3.1.6. Prior experience in developing and delivering instructor led and self–paced training

4.2.9.1.3.1.7. Proven Instructional Systems Design, knowledge, with experience in developing and validating test assessments

4.2.9.1.3.1.8. Knowledge of Web, CBT and WBT design and multimedia and rapid prototype design experience

4.2.9.1.3.1.9. Ability to compose job aids and lesson plans with minimal support in short timeframes

4.2.9.1.3.1.10. Experience with gaming and simulations as training solutions

4.2.9.1.3.1.11. Ability to work independently with minimal supervision

4.2.9.1.3.1.12. Excellent communication skills, oral and written

4.2.9.1.3.1.13. Understanding of adult learning principles and ability to apply adult learning theory in product development

4.2.9.1.3.1.14. SME expertise in the various areas of development (e.g.

TSA Standard Operating Procedures, Checkpoint/Checked Baggage)

4.2.9.1.3.1.15. Travel may be required within CONUS.

4.2.9.1.3.1.15.1. For pricing purposes, the contractor shall propose six (6) trips (5 days each) per month

4.2.9.1.3.1.15.2. All travel must be pre-approved by the TSA.

4.2.9.1.3.2.The contractor shall update, enhance and maintain existing curricula and related classroom material for the following existing training programs:

4.2.9.1.3.2.1. New Hire Transportation Security Officer (TSO) 4.2.9.1.3.2.1.1.The contractor may be required to provide curriculum development efforts for up to eight (8) new training projects per annum

4.2.9.1.3.2.2. Screening Passengers by Observation (SPOT)

4.2.9.1.3.2.3. Behavior Detection Officer (BDO)

4.2.9.1.3.2.4. Bomb Appraisal Officer (BAO)

4.2.9.1.3.2.5. Travel Document Checker (TDC)

4.2.9.1.3.2.6. Checkpoint for the Future (PAX 2.0)

4.2.9.1.3.2.7. On Screen Alarm Resolution Protocol (OSARP)

4.2.9.1.3.2.7.1.The contractor shall provide new equipment training as equipment is refreshed

4.2.9.1.3.2.7.2.The contractor may be required to provide curriculum development efforts for up to six (6) software and up to eight (8) hardware upgrades associated with TSA approved emerging technologies per annum

4.2.9.1.3.3.The contractor shall update, enhance and maintain existing curricula and related classroom material for the following existing Train-The-Trainer Programs

4.2.9.1.3.3.1. New Hire Transportation Security Officer (TSO)

4.2.9.1.3.3.2. Screening Passengers by Observation (SPOT)

4.2.9.1.3.3.3. Behavior Detection Officer (BDO)

4.2.9.1.3.3.4. On Screen Alarm Resolution Protocol (OSARP)

4.2.9.1.3.3.5. Bomb Appraisal Officer (BAO)

4.2.9.1.3.3.6. Travel Document Checker (TDC)

4.2.9.1.3.4.The contractor shall provide for up to ten (10) new curriculum development efforts associated with transportation security efforts

4.2.9.2. WBT/CBT

4.2.9.2.1. The contractor shall update, enhance and maintain the following existing curricula and related classroom materials, as directed by the TSA Program Manager.

4.2.9.2.1.1. Hand Held Metal Detector

4.2.9.2.1.2. Full Body Pat Down

4.2.9.2.1.3. Prohibited Items

4.2.9.2.1.4. X-Ray Operator

4.2.9.2.1.5. Hazardous Materials

4.2.9.2.1.6. ETD Operations

4.2.9.2.1.7. EDS Operations

4.2.9.2.1.8. OSARP

4.2.9.2.1.9. Radiation Safety

4.2.9.2.1.10. Checkpoint and Checked Baggage Operations

4.2.9.2.1.11. IED Web Base Training

4.2.9.2.1.12. Regulatory

4.2.9.2.1.13. Supervisory Technical Training

4.2.9.2.2. The contractor shall complete the following steps to produce each WBT course. The same steps shall be conducted for each of the courses developed, however delivery schedule may vary.

4.2.9.2.2.1. Step 1: Develop Course Content Outline

4.2.9.2.2.2. Step 2: Develop Course Design Guide

4.2.9.2.2.3. Step 3: Develop Storyboards/Rapid Prototypes/Media Assets

4.2.9.2.2.4. Step 4: Develop two (2) Beta Versions

4.2.9.2.2.5. Step 5: Deliver Final Course

4.2.9.2.2.6. Step 6: Maintenance of Course

4.2.9.2.3. TSA historically develops 45 hours of WBT per annum. The contractor shall provide WBT in 15 to 30 minute increments

4.2.9.2.4. Initially model new development work like existing WBT with the plan to adapt new and innovative strategies in the future.

4.2.9.2.5. Ensure design uniformity across multiple vendors of design and operation.

4.2.9.2.6. Provide Quality Control Checklist and audit trail/logs of test

4.2.9.2.7. Content will comply with TSA branding and style guide standards

4.2.9.2.8. The contractor shall use TSA employees as often as possible to demonstrate proper screening techniques; however actors may also be used.

4.2.9.2.9. The contractor shall provide SME support where appropriate to maintain

WBT/CBTs.

4.2.9.2.10. The contractor shall develop Level III Interactive WBT/CBT training courses that involves the student as an active participant making a variety of responses using varied techniques (ATTACHMENT JXX NOT ATTACHED WITH

DRAFT)

4.2.9.2.11. Travel may be required for development of new training media assets.

4.2.9.2.12. All WBT/CBT courses must be SCORM conformant

4.2.9.2.13. A Shareable Content Object (SCO) will be defined as one lesson for which the government defines as a module. Two or more modules will comprise a component.

4.2.9.2.13.1. The length of a SCO should be no longer than 10 to 30 minutes depending upon course content

4.2.9.2.14. .Narration on the WBTs should be done by a professional service

4.2.9.2.15. All courseware must successfully run on TSA’s Online Learning

Center which presently uses Plateau’s Learning Management System, version 5.5.

4.2.9.2.16. The contractor shall create a standalone CD version of all WBT courseware for offline delivery to accommodate those locations that do not have high-speed access to the OLC

4.2.9.2.17. User interfaces and screens will incorporate TSA provided Graphical User Interface (GUI) Template (ATTACHMENT JXX NOT INCLUDED WITH DRAFT) and comply with the TSA developed OLC Content Developer Integration Guide (ATTACHMENT JXX NOT INCLUDED WITH DRAFT)

4.3 Curriculum Delivery/Instruction/Training

4.3.1. The contractor shall provide training delivery and subject matter expertise support to specialized security training programs. `TSA currently requires contractor delivery and SME support for the following programs, but expects that additional programs will be added over the life cycle of this contract.

4.3.1.1. Basic Screener Training (BST) - The Aviation Transportation and Security Act (ATSA Public Law 107-71) requires the Transportation Security Administration (TSA) ensure all new hire screeners complete a minimum of 40-hours of classroom training (or equivalent), 60 hours of OJT, and successfully complete On-the-Job (OJT) training. In addition, ATSA requires that an individual who is employed as a Transportation Security Officer complete equipment specific training or successfully complete a test on the use of the device or equipment, prior to use. The TSA has developed training curriculum, which meets all ATSA requirements.

4.3.1.2. On Screen Alarm Resolution Protocol (OSARP) - Separate OSARP procedures and training has been developed for each Original Equipment Manufacturer (OEM) EDS model to make optimal use of each device’s particular capabilities and available functions. Resolving EDS alarms utilizing each machine’s inherent tools, and a comprehensive OSARP has proven to be an effective, sound and safe process. A well-trained operator can quickly determine if the object or objects that caused a machine alarm are threatening or non-threatening, often without performing invasive and time-consuming Explosive Trace detection (ETD) sampling or physical searches. Because of this, baggage can be processed through the baggage handling system much quicker.

Realizing the benefits of OSARP, the TSA has determined that all airports with EDS machines will have their screeners trained to use the alarm resolution protocol tools.

4.3.1.3. Train-the-Trainer (T3) - Recognizing the critical role an instructor plays in the delivery of training and the need to provide flexibility to local airports, the TSA Approved Instructor (TAI) Program was created.

4.3.2. The contractor shall provide Quality Assurance on-site audits on approximately 20% of all scheduled classes.

4.3.3. Usually, the contractor shall be required to deliver training at or near TSA airports.

(ATTACHMENT JXX AIRPORT MAPS NOT INCLUDED WITH DRAFT).

4.3.4. Initially, the contractor shall provide the training listed in ATTACHMENT JXX NOT INCLUDED IN DRAFT. Additional courses will be incrementally added for delivery as TSA approves and implements new security policies, technologies, and operational strategies.

4.3.5. The contractor shall be expected to train, on a bi-weekly basis, between 9,000 – 12,000 new Transportation Security Officers on an annual basis.

4.3.6. The contractor shall be expected to conduct OSARP training for an estimated 50 to 100 airports.

4.3.7. The contractor shall be expected to conduct an estimated ten (10) Train-the-Trainer course on a monthly basis to include shadow and co-teach as appropriate. The contractor should assume all TAIs in any T3 class meet the acceptable standard of qualifications and should be considered SMEs.

4.3.8. TSA will provide guidance as to the percentage of classroom time a student must attend in order to receive course completion credit

4.3.9. The contractor instructors may be required to provide OSARP On-the-Job Training (OJT) support at airports (airports requiring the support are usually airports that have newly installed EDS or other Emerging Technologies for which they have no qualified TSA OJT monitors).

Prior to deployment in support of providing OJT support the contractor instructors must complete OJT requirements for the equipment.

4.3.10. There may be occasions where the contractor shall deliver a BST course in conjunction with a TSA-Approved Instructor (TAI). This is referred to as a “co-teach” situation. When a TAI is part of the instructional team for a class, the TAI is the primary authority over the class including course content, curriculum discrepancies, and student issues/situations that occur during that class. In a co-teach situation, the TSA representative (TAI or TC) is responsible for all the administrative duties and OLC inputs outlined in this section.

4.3.11. All contract instructors must have previous teaching experience, meeting at least one of the following criteria:

4.3.11.1. Minimum of 2 years adult-learning classroom instruction experience;

4.3.11.2. Instructor certification from a recognized instructor-training program (e.g.

ASTD, CTTI);

4.3.11.3. Formal instructor training from a recognized source (military, Federal training program, college/university or trade school, private corporation);

4.3.11.4. Teaching Certificate.

4.3.12. Instructors must maintain an average QA Audit Score of “Meets Expectations” or greater under the standard TSA scoring system.

4.3.13. Instructors must attend the course of instruction for which they are to be qualified

4.3.14. All Instructors must attend Train-the-Trainer/Test Administrator (T3/TA) Training.

Instructors must receive a T3 training module which provides the “how to” for delivering the courses they will teach.

4.3.15. All Instructors must “Shadow” (observe) a class taught by qualified and experienced instructors before they can independently teach the course.

4.3.16. All Instructors will Co-Teach with a qualified and experienced instructor before they can independently teach the course.

4.3.17. To maintain certification on a particular course or machine, the contractor will be expected to:

4.3.17.1. Teach course(s) at least once every three months; or

4.3.17.2. Demonstrate currency on material/equipment (if course delivery is not possible)

4.3.17.3. Pass all related tests and practical demonstrations of skills on an annual basis

4.3.18. The contractor shall be expected to provide recertification training for all instructors.

4.3.19. The number of instructors available for deployment during any training cycle shall be made available to the TSA Master Scheduler.

4.3.20. When an instructor is not deployed to teach a course; he/she may be required to perform other duties including, but not limited to:

4.3.20.1. Serve in a Subject Matter Expert (SME) capacity;

4.3.20.2. Provide assistance in curriculum development;

4.3.20.3. Evaluate Standard Operating Procedures (SOP) changes or new technologies;

4.3.20.4. Provide ETD Maintenance Training/Upgrades (including calibration);

4.3.20.5. Provide briefings to satisfy airport operational needs (e.g. 30 minute practical demonstrations of officer skill sets.); and

4.3.20.6. Provide cross-training based on program needs.

4.3.21. The contractor shall provide technical Subject Matter Expertise (SME) to Headquarters, field personnel, and instructors (both contract and TSA). Current contractor SME efforts are primarily focused on New Hire / Basic Screener Training, EDS/OSARP operations, recurrent security officer training, Return-to-Duty training, Web/Computer Based Training /Video (WBT/CBT/Video), On the Job Training (OJT) and emerging technologies. TSA expects that additional programs will be added over the life cycle of this contract.

4.3.22. All courses shall be presented using the material approved and provided by TSA and shall adhere to the timelines, schedules, and testing standards set by the TSA.

4.3.23. The contractor shall modify or reorganize the course schedule, but not the course content, within the guidance criteria provided by TSA.

4.3.24. TSA will provide the contractor with any updated testing and administrative guidance released.

4.3.25. For a contractor-led class, the instructor shall be responsible for updating the training results for the class and all associated tests and practical assessments using the Learning Event Recorder function within the TSA On-line Learning Center (OLC). Course completion information will be entered into the OLC within five (5) days of class completion.

4.3.26. The contract instructors shall comply with all requirements as set forth in the Test Administrator Guide(s) (ATTACHMENT JXX NOT INCLUDED IN DRAFT).

4.3.27. In the event that circumstances occur that require the submission of a Serious Incident Report (SIR), the Contractor will be required to provide written documentation of the events in question.

4.3.28. When responsible for delivering a course, the contractor shall ensure that all privacy and SSI is protected according to TSA regulations.

4.3.29. ATTACHMENTS TRAINING STANDARDS- CHECKSHEETS (ATTACHMENT

NOT INCLUDED IN DRAFT)

4.4 Support to Curriculum Development and Delivery

4.4.1. The Contractor shall provide an integrated approach for a global Customer

Service Support Center (CSSC) to effectively support the TSA’s Training Programs in the areas of Planning Scheduling, Deployment, Logistics and

Data Management, as applicable, historical process and/or coordination information for CSSC operations is provided in Attachment J. Customer Service Support Center (CSSC) provides training support with regard to scheduling course instances; planning and securing training locations;

deploying students and/or instructors; providing travel call center support;

direct on-site support to the TSA Training Resource Center (TRC); data management and reporting; web-form maintenance and operation, and various levels of logistics support as required by these training programs. The baseline level of effort defined as the Global Customer Service Support Center is designed to provide management coordination and flexibility within these functional areas while maximizing program support options, ensuring ensures baseline functionality for maintaining and updating the capabilities, tools, and processes in these functional areas while allowing resource flexibility across supported TSA training programs.

4.4.2. Specific Requirements:

4.4.2.1. Program Management:

4.4.2.1.1. The Contractor shall provide financial, technical, and schedule status reports for all CSSC functions described below.

4.4.2.1.2. Contractor shall implement a continuous improvement activity to identify opportunities improved efficiencies or performance.

4.4.2.1.3. Contractor shall ensure that all requirements are properly tracked and visible at all times, while providing activity-based costing and performance reports, monthly or for greater periodicities, when requested.

4.4.2.2 CSSC Planning/Scheduling:

4.4.2.2.1 Contractor shall maintain the capability to provide training schedules and rosters for classes conducted by CONTRACTOR, or in the field by TSA and/or other training vendors, as requested to the OLC.

4.4.2.2.2 Contractor shall continue to provide and maintain the capability to evaluate TSA-provided rosters, forecast training schedules, and create training plans (as requested).

4.4.2.2.3 Contractor shall maintain the capability to identify and deliver the most cost effective training solutions, while maintaining the integrity of each training program’s objectives / requirements.

4.4.2.2.4 Contractor shall provide the capability to enroll students in appropriate training classes/courses and transition the Training Master Schedule on the On-line Learning Center (OLC), which is the TSA training system of record for all accomplishment and the delivery platform for web-based training.

4.4.2.2.5 Contractor shall create and provide routine reports generated from the student data/information captured throughout the specific training processes.

4.4.2.2.6 Contractor shall support the capability to support data entry and verification of student ID and rosters, attendance records, and test results to the OLC.

4.4.2.2.7 Contractor shall (on an as needed basis) create and provide routine reports to TSA and others concerning course instances and student data as directed.

4.4.2.2.8 Global CSSC planning and scheduling will:

4.4.2.2.8.1 Utilize TSA provided student information to create training rosters for classes conducted by Contractor Instructors or by TSA Approved Instructors

(TAIs) or other TSA approved government instructors such as Federal Air Marshalls (FAMs).

4.4.2.2.8.2 Evaluate and update TSA provided student rosters as necessary to accurately develop tentative training plans and/or tentative class rosters.

4.4.2.2.8.3 Identify the most cost-effective training locations available for requested training events. Training program specific guidelines will be followed when selecting training locations and CSSC planner schedulers will coordinate rapid response actions with the TSA Master Scheduler in the event third party facility suppliers, airport learning centers, or airport Training Coordinators over-book physical or staffing resources interrupting or preventing a scheduled training event.

4.4.2.2.8.4 Enroll students from TSA approved training plans, master schedules, and finalized rosters into the appropriate training class/course on the OLC. The OLC is the official TSA record for all student training data.

4.4.2.2.8.5 Ensure the accuracy of final student rosters input into the OLC to facilitate accurate creation of student data/information reports by the CSSC data management team and/or TSA.

4.4.2.2.8.6 Verify proper recordation of student roster information against OLC course codes to facilitate input of student data by instructors and/or TCs. The OLC is the official TSA record for all student training data.

4.4.2.2.8.7 Provide training plans and, as directed, ad hoc reports on CSSC Planning & Scheduling activities including statistical data of classes scheduled by CLIN; students scheduled; students attended; students completed, and other quantifiable course data. Scope, complexity, and frequency of ad-hoc reports not specifically defined in this proposal may require additional resources and funding.

4.4.2.2.8.8 Coordinate information regarding training location(s) and date of class, the class schedule, the class size, beginning three weeks in advance of the commencement of class.

4.4.2.2.8.9 Coordinate with TSA Human Resources and Airport Training Coordinators for the status of screeners reporting to class.

4.4.2.2.8.10 Provide program specific report requirements such as the DFS ‘no-show’ report, and the OSARP ‘weekly’ report.

4.4.2.2.8.11 Coordinate with the local airport regarding the training schedule and availability of airport learning centers and equipment.

4.4.2.2.8.12 Ensure that the Screener Forecast Report is completed and submitted for TSA approval.

4.4.2.2.8.13 Secure off-site training locations for training events.

4.4.2.2.8.14 Assist, as needed, in the creation of routine reports generated from the student data/information captured throughout the specific training processes.

4.4.2.2.8.15 Work closely with the Contractor Information Technology team to utilize and maintain the web based Training Support Request Form (Webform) as it is currently configured.

4.4.2.2.8.16 Process, track, and report on Webform requests for training support, coordinating approvals and direction for Webform requests through the appropriate TSA OTT PMs and the OTT Master Scheduler.

4.4.2.2.8.17 When directed by the TSA, the CSSC will support operational tryouts, logistical tryouts, training program pilots and feasibility studies associated with OTT field training programs. TSA directed training locations; tryouts, pilots and studies; and established temporary or permanent fixed sites, may result in increased support levels requiring additional funding.

4.4.2.3 Travel Coordination

4.4.2.3.1.1 Contractor shall provide capability to book travel and generate and issue travel itineraries for students and instructors, to include airline and hotel travel services, using an electronic travel provider/agency.

4.4.2.3.1.2 Contractor shall process travel authorizations for students remotely, using TSA’s Travel Expense Management Service (TEServ).

4.4.2.3.1.3 Contractor shall ensure proper conformance to Federal Travel Regulations and provide means to reconcile student travel.

4.4.2.3.1.4 Contractor may on an as-needed basis, transportation services between lodging accommodations and training facilities.

4.4.2.4 CSSC Call Center

4.4.2.4.1 Contractor Deployment under global CSSC shall provide support for Call

Center operations. The Global CSSC Call Center shall:

4.4.2.4.2 Maintain the capability to support inbound and outbound calls for student travel, instructor travel, field questions, and training issues.

4.4.2.4.3 Log all calls into a database for tracking purposes to ensure closed-loop resolution of field issues.

4.4.2.4.4 Utilize an Automated Call Distributor (ACD) to process inbound and outbound calls and provide logging, tracking, and reporting capabilities.

4.4.2.4.5 The CSSC Call Center provides detailed data collection and reporting concerning both inbound and outbound activity levels.

4.4.2.4.6 Hours of operational support shall be 24 hours a day 7 days a week.

4.4.2.5 Web Based Training Request Form

4.4.2.5.1 Contractor shall host and maintain a web based Training Support Request

Form for Screener Training. The form shall accept input from the requestor which defines the type of support, if any, is required from the Contractor for all field based screener training. The data input shall be monitored and collected by contractor to determine their roll in supporting each requestor for their desired training session, the type of support to be provided includes instructors and well as all CSSC support items available under the contract, i.e. planning/scheduling and deployment. Additionally, this data shall also provide summary reports that enable the TSA Master Scheduler to monitor all requests. The request form shall automatically generate auto e-mail informing the Master Scheduler, a request for support form has been generated.

Contractor is also required to provide a summary report to the proper Point of contact located in the TSA Office of Human Capital.

4.4.2.5.2 The Web-form shall be maintained to accept input from the requestor which defines the type of support, if any, required from the contractor for all field based screener training. The hyperlinks that direct requestors to this site will be provided via TSA’s intranet.

4.4.2.5.3 The system must be capable of operating and shall continue to operate within security measures presently in place to protect Sensitive Security Information (SSI) displayed on the Customer Service Support Center (CSSC) web sites.

4.4.2.6 Logistics

4.4.2.6.1 Logistics will maintain the operational requirements associated with baseline operation of a Training Support Center (TSC) to include, staffing for GFE maintenance, shipping & receiving operations, and inventory control elements in support of all OTT field training programs. The Training Support Center shall provide skilled, program oriented technicians to address logistics, equipment maintenance and configuration management, software maintenance and configuration management, simulator support (hardware and software),training aids, props, training manual and publications production, re-production, and reconstitution, and/or kit reconstitution and inventory, 24/7 technical customer support, storage and inventory controls and quality assurance. Beyond the baseline, future training events or modifications to training hardware and software requirements that may require additional support and/or purchases.

4.4.2.6.2 Contractor shall provide both physical and financial accountability of TSA owned or leased training assets from initial receipt through final disposition.

Lifecycle management of personal property encompasses the establishment the need, acquisition of the property, receipt and recording of the item(s), maintaining on-going control and accountability of the property, optimization, and the transfer, retirement, or disposal (final disposition) of the property, in accordance with TSA Property Management policies. Contractor shall utilize GSA approved Commercial Off The Shelf (COTS) and proprietary databases to ensure accurate tracking and management of all GFE.

4.4.2.6.3 Contractor shall plan for and perform property status reports, trade-off studies, and decision analysis reporting to aid in ensuring maintainability, mission reliability, system reliability, and overall training supportability.

4.4.2.6.4 Contractor shall coordinate training classroom set-up requirements with instructors/instructional support to ensure that student, instructor, and property deployment orders and requirement materials and equipment are seamlessly in place at class start-up times.

4.4.2.6.5 Contractor shall provide oversight and operation of the Dry Transfer Strip program meeting the need for DTS strips for airports with ETD equipment and provide a monthly DTS utilization and inventory report.

4.4.2.7 Data Management

4.4.2.7.1 Data Management under global CSSC will provide support across TSA approved training programs. Global CSSC data management will:

4.4.2.7.1.1 Integrate CSSC information/data, as required, into appropriate approved database(s).

4.4.2.7.1.2 Contractor shall manage the input, verification, and dissemination of data and reports related to student and class information through various reports and OLC to designated government and contractor points of contacts.

4.4.2.7.1.3 Maintain related class information as entered into the OLC by instructors.

4.4.2.7.1.4 Utilize TSA’s OLC tool for data management wherever applicable with regard to student and class instance information. The OLC is the official source for documenting student training data.

4.4.2.7.1.5 Utilize the OLC to create and provide routine reports to the Branch Manager, and others concerning course instances and student data as directed.

4.4.2.7.1.6 Maintain capability to coordinate system and data migration between CSSC application and the OLC (Online Learning Center), Plateau Learning Management System (LMS) software in the TSA intranet environment.

4.4.2.8 TRC Support.

4.4.2.8.1 Contractor shall provide support for the Training Resource Center (TRC) by providing staff with the proper qualifications to ensure information related to training activities will be captured, tracked, and maintained for effective communication and coordination of essential information in support of TSA TSOs and their training needs through a TRC Call Center. Collaboration with OTT components as guidance,, scripts, training components, or correspondence pertaining to training information are finalized and distributed to the field to ensure that the Call Center and knowledge base is updated, informed, and capable of responding to potential inquiries relating to newly issued materials within the timelines established.

4.4.2.8.2 On-site Call Center support to respond to phone calls and email requests for information regarding the full range of OTT training programs within 24 hours. NOTE:: Check grammar throughout 4.4.2.10

4.4.2.8.3 Coordination with OTT staff in correspondence and document control areas, policy development areas, and weekly newsletter updates to ensure that the most accurate and timely information is available to the TRC in sync with these other information management components.

4.4.2.8.4 Provide basic help desk support to answer questions on the Online Learning Center (OLC).

4.4.2.8.5 When necessary, Contractor shall provide training aid tools (CD’s, videos, other medium) from a TSA repository of materials needed and requested by training coordinators for prompt dissemination to field locations.

4.4.2.8.6 Administer and coordinate special requests of the Assistant Administrator or other approved OTT staff to obtain information in support of training programs by performing email or telephone surveys, “polling” staff at designated locations, compiling reports on data collected, and/or keeping OTT staff informed of information received on designated areas of inquiry within established timeframes or parameters (i.e. written reports, email updates) as required.

4.4.2.8.7 All “calls” and emails or requests for information (as well as information disseminated) shall be logged electronically for tracking purpose and to ensure closed-loop resolution.

4.4.2.8.8 Prior to working on-site at the TSA/TRC, support staff will successfully complete a TSA basic screener-training course. Complete the reading of pertinent historical and recent OTT training documents (i.e. OJT guidance;

online learning center documentation and password setting material, ASAP administrative guidelines) presented in checklist format upon completion.

Certification that materials have been read, shall be provided to the TSA for concurrence and recommendation for TRC authorization

4.4.2.8.9 Contractor shall provide personnel support to the TSA Training Resource Center (TRC) for inbound calls concerning training issues from the TSA training coordinators and FSD staff. Hours of operation are 7am to 7pm, M-F, 52 weeks per year. Historically, coverage for this requirement has been approximately 4160 hours per year.

4.4.2.9 Training Aids and Materials

4.4.2.9.1 The Contractor shall be responsible for scheduling, packaging, shipping, inventory management, and maintaining GFE Training Aids and Materials in support of screener training requirements. GFE list will be provided under separate attachment.

4.5 Image Development and Security Training Aids (Kits and Boards)

4.5.1 Training and Testing Image Development

4.5.1.1 Current screening operations rely upon Threat Image Projection (TIP) Ready

X-ray (TRX), Explosive Detection System (EDS) including On Screen Alarm Resolution Protocol (OSARP) equipment to detect security threat in luggage.

TSA measures officer screening proficiency in an operational and test environment and reports results at both the national and airport level; and also provides specific program and equipment related training. The contractor shall provide support by performing tasks in support of image development for technical security training, testing, and performance measurement requirements. This includes, but is not limited to, developing threat devices, procuring threat items, developing threat and non-threat images, developing Simulator/training sessions, and developing detection proficiency tests.

4.5.1.2 The contractor shall establish and maintain an image development facility.

The facility shall include space for threat development, image production, and storage of threats, bags, and image based transportation security equipment.

4.5.1.3 The contractor shall provide any additional hardware, software, materials and services required to establish, manage, operate, and maintain an Image Development Center (IDC) to support TSA requirements for image development, storage, library management & update, and distribution to field locations used to train and test security officers for passenger and/or cargo/ baggage screening. The contractor shall use, wherever possible, existing GFE to initially support image developments requirements.

4.5.1.4 The contractor shall maintain secure and classified storage containers/cabinets to securely house materials rating a minimum classification of Sensitive Security Information (SSI) up to SECRET and firearms. The contractor shall obtain and maintain proper licensing to store a variety of legal and illegal firearms on-site at the IDC In addition, the contractor shall meet ATF, DHS, Federal, State, and local requirements for the storage of firearms.

4.5.1.5 The contractor shall produce Monthly Progress Reports, and ensure OEM maintenance agreements are in place and that the GFE provided is properly maintained.

4.5.1.6 The contractor shall be capable of and shall be expected to provide rapid response to emerging threats. In these instances, the contractor shall be capable of producing threat items and images within two calendar days.

Rapid response deliverables may be various formats (e.g., Fictional Threat Images (FTIs), Combined Threat Images, Microsoft PowerPoint presentations, TRX Simulator Images, TRX Simulator Sessions).

4.5.1.7 The contractor shall create ad-hoc TRX Simulator sessions and OSARP practice sessions as required.

4.5.1.8 The contractor shall provide technical competency and liaison support for interaction with the IDC security equipment suppliers, and develop and maintain required documentation, studies, and processes as necessary to support the activities of the IDC.

4.5.1.9 The contractor shall generate and maintain a specific IDC project plan , and a.

database migration plan that presents the approach being implemented to establish and maintain the IDC to support requirements for image development, storage, and distribution.

4.5.1.10 The contractor shall provide program support; and may be required to develop draft program documents, (plans, procedures, reports, studies, and analyses.

4.5.1.11 The contractor shall produce a minimum 50 Fictional Threat Images (FTIs) per model per month (to be defined as a TIP Library Volume). The Volume will contain the FTIs captured on each OEM model of the Transportation Security Equipment (TSE) fielded by TSA. Current TSA field TSE models are described in the table below, but additional TSE will be added and current models upgraded or replaced over the life cycle of this contract. Current plans are to add EDS and Auto EDS during 2008, but they are subject to change.

4.5.1.12 For each threat item acquired or manufactured, the contractor shall create a jpeg image of the item in its conical view.

4.5.1.13 For each threat image produced, the contractor shall create a jpeg image of the threat item in the viewpoint being captured, an x-ray image on each of the supported TRX machines in native format, and a human readable x-ray image for each of the machines being supported (color and/or black and white) per month.

4.5.1.14 TSA will provide specific distribution of threat categories (e.g., IED, Guns, Knives) for the FTIs. TSA will also provide the target distribution for image difficulty (e.g., Difficult (50%), Moderate (30%), and Easy (20%)). NOTE:

The target difficulty ratios may be changed over time based upon actual TIP performance results, with the goal of seeking as normal a distribution as possible within the specific threat category. IDC personnel shall analyze performance of past TIP image/threat types as guidance in pursuing the target difficulty ratios. The distribution across the threat types may also be modified based upon emerging intelligence and/or TSA priorities.

4.5.1.15 The contractor shall acquire, develop (build) and maintain threat and non-threat items. The contractor shall provide all required items (e.g., explosive and detonator simulants, IED device components, guns, knives, other threat and prohibitive articles, luggage, normal passenger clutter for the luggage), additional equipment/software and facility/support services that are required to meet TSA IDC requirements. If a simulant is not available for a particular explosive, the contractor shall exert its best effort to produce or acquire a substance that will faithfully appear in the x-ray as that item. These substitute items will be x-rayed and human readable images provided to TSA for approval.