PWS ILD Maintenance and Logistics Support Services - Draft.docx

ILD

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Performance Work Statement (PWS) EIOD ILD Maintenance and Logistics Support Services

1 BACKGROUND

As a component of the United States (U.S.) Department of Homeland Security (DHS), Customs and Border Protection (CBP) is responsible for protecting our Nation’s borders in order to prevent terrorists and terrorist weapons from entering the U.S. while facilitating the flow of legitimate trade and travel. CBP is also responsible for apprehending individuals attempting to enter the U.S. illegally; stemming the flow of drugs and other contraband; protecting our agricultural and economic interests from harmful pests and diseases; protecting American business from theft of their intellectual property; and regulating and facilitating international trade, collecting import duties, and enforcing U.S. trade laws.

In support of this responsibility CBP has implemented and deployed numerous technology systems across the U.S. and internationally that require systems administration and maintenance services.

The purpose of this Performance Work Statement (PWS) is to ensure CBP’s Integrated Logistics Division (ILD) continues to receive required system administration and maintenance services for fielded Non-Intrusive Inspection (NII) Imaging Systems, Radiation Detection Equipment (RDE), NII-Integration Platforms, and NII-Common Viewer Systems.

ILD manages a 24/7 Maintenance Dispatch Center for maintenance activities. The Maintenance Dispatch Center (MDC) initially responds to service calls from the numerous CBP sites. The Maintenance Dispatch Center staff record the calls for service in the CBP databases ServiceNow and Integrated Logistics Support System, i.e., MAXIMO). Maintenance Dispatch Center staff issue requests for repair or maintenance services to the Contractor in the form of a Work Order (WO) that initiates the maintenance request. The Contractor responds to the CBP sites, effects repair or completes maintenance actions, and provides periodic status updates and Work Completion Forms (WCF) to the Maintenance Dispatch Center based on the provided requirements contained in this document.

2. SCOPE

The Contractor shall provide labor, services, equipment, parts, consumables, supplies, packaging, transport, shipment, and materials required to maintain NII and RDE Technologies (mobile, fixed, and portable) identified in this contract. This equipment includes accessories, peripherals, information technologies, and vehicle chassis, and control booth equipment and accommodations where applicable, that was identified during CBP site acceptance. This support is required at CONUS and OCONUS CBP locations and includes configuration management, warranty transitions, preventive maintenance, corrosion control, customer support/trouble call handling, corrective maintenance, system administration services, and failure trend/root cause analysis. Other requested on-demand maintenance and support services may include engineering, site surveys, parts provisioning, retrofits, relocations, source change outs, disposal, maintenance and operator refresher training, special event support, and emergency services on an occasional and emergent need basis.

3. APPLICABLE DOCUMENTS

· The Federal Acquisition Regulation FAR | Acquisition.GOV

· Title 48 Code of Federal Regulations eCFR :: 48 CFR Part 31 -- Contract Cost Principles and Procedures (FAR Part 31)

· Section 508 of the Rehabilitation Act (P.L. 93-112) Home | Section508.gov

· Homeland Security Acquisition Regulation (HSAR) HSAR | Acquisition.GOV

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· Homeland Security Acquisition Manual (HSAM) Homeland Security Acquisition Manual | Homeland Security (dhs.gov)

· CBP Information Security Policies and Procedures Handbook Directives and Handbooks | U.S. Customs and Border Protection (cbp.gov)

· DHS Sensitive System Policy Directive 4300A DHS 4300A Sensitive Systems Attachments | Homeland Security

· DHS IT Security Policies (NIST800-47) and (CBP 1400-05C) DHS 4300A Sensitive Systems Attachments | Homeland Security

· Configuration Management II (CMII)-100E, CMII Standard for Enterprise Configuration Management, guidance only

· CFR 21 Part 1020.40 of U.S. Food and Drug Administration: Performance Standards for Ionizing Radiation Emitting Products - Cabinet X-ray Systems eCFR :: 21 CFR Part 1020 -- Performance Standards for Ionizing Radiation Emitting Products

· 41 CFR Part 300 Federal Travel Regulation (FTR)

4. PERFORMANCE REQUIREMENTS

The Contractor shall be responsible for the accuracy, timeliness, and completion of services associated with the following requirements for the equipment identified in individual task orders. Specific performance standards are outlined in the Performance Requirements Summary (Appendix B).

4.1 Preventive Maintenance

Preventive Maintenance (PM) is defined as any scheduled and planned maintenance actions performed to maintain the target Operational Availability (Ao) and maintenance metrics as defined herein. Preventive Maintenance includes periodic inspections, calibration, condition monitoring, critical item replacement, and servicing requirements. Necessary repair actions discovered during the performance of a preventive maintenance action require separate corrective Work Orders (WO) from the Maintenance Dispatch Center. To the widest extent possible, all preventive maintenance shall be scheduled around port operational activities to prevent disruption to daily operations. The Preventive Maintenance Schedule which entails the number of PMs to perform during that period may also have to be adjusted based on Operational tempo. These decisions will be communicated to the Contractor based on the direction of the Government, to include ILD staff and the COR. Preventive Maintenance activities shall be considered fluid and maybe adjusted throughout the life of the contract based on evidence from corrective actions. In such case the proposed action shall be proposed and agreed upon bilaterally.

4.1.1 Sustainment Services

The Contractor shall schedule and perform preventive maintenance for NII and RDE Technology listed in this contract, see Attachment A in accordance with recommended preventive maintenance for each equipment make, model, and type. The Contractor shall perform scheduled and planned equipment services to maintain equipment functionality and identify necessary repair actions. The Contractor shall provide all services, travel, supplies, packaging, transportation, and shipment of items necessary to check the operation and complete the preventive maintenance schedule tasks for each piece of equipment. The Contractor shall complete scheduled maintenance within 30 calendar days of WO issuance and/or up to 30 calendar days in advance of the scheduled maintenance to combine the preventive maintenance visit with a corrective maintenance visit to reduce overall customer downtime.

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The Contractor shall ensure that all materials that are necessary to accomplish preventive maintenance are accessible and readily available to the technician. This includes any parts such as specialty components necessary to complete the action.

The usage of consumable items or materials needed to rectify issues found to be inconsistent in the PM findings shall be covered by the Firm Fixed Price of the PM. The details of the steps taken to rectify the inconsistencies shall be fully documented in the notes in the PM form.

4.1.2 Desktop Management Support on Proprietary Software

The Contractor shall provide Desktop Management Support to include Tier 1 Trouble call Handling that can be resolved via Help Desk support to include Corrective actions which will require onsite technical assistance. This support shall also include any password reset activities or access permissions granted to OEM specific related software. The Contractor shall diagnose the cause of the malady and when applicable turn the effort over to the CBP OIT Representatives responsible for the network components where applicable. This effort shall be accomplished as part of routine Preventive and Corrective Maintenance activities.

4.1.3 Radiation Surveys

The Contractor shall perform Radiation Surveys on the systems that contain radiation emitting technologies, annually and as required, in accordance with CFR 21 Part 1020.40 of U.S. Food and Drug Administration: Performance Standards for Ionizing Radiation Emitting Products - Cabinet X-ray Systems.

The findings shall be documented and recorded for historical information to track equipment radiological status and degradation. The documents recording the outcome of the radiation survey shall be submitted with the PM documents to the Maintenance Dispatch Center (MDC). These documents are maintained by ILD staff and provided to the Radiation Safety Officer (RSO) at radiationsafetyofficer@cbp.dhs.gov. It is advised that the contractor shall also maintain an inventory of surveys and reports of the equipment in their fleet for historical purposes and in keeping with industry standards.

4.1.4 Leak Tests

The Contractor shall perform Leak Tests on the systems utilizing gamma radiation sources, semiannually and as required, as stated in the Sealed Source Device Registry (SSDR) for applicable gamma systems.

The findings shall be documented and recorded for historical information to track equipment radiological status and degradation. The documents recording the outcome of the leak test shall be submitted with the PM documents to the MDC. These records shall be made available to the COR upon request.

4.1.5 Corrosion Control

The Contractor shall apply corrosion control techniques and measures to mitigate and correct corrosion of Non-Intrusive Inspection (NII) Imaging Systems, Radiation Detection Equipment (RDE), NII-Integration Platforms, and NII-Common Viewer Systems. The Contractor shall visually inspect the equipment for signs of corrosion. The Contractor shall apply best practices to remove corrosion or replace parent material, properly treat and prepare surfaces for painting, and apply a color-matched finish.

This action is paramount. The contractor shall include in PM findings pictures of the state of the devices for comparison purposes so that the Government may establish a historical baseline of the systems physical attributes.

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In cases where corrosion control actions were necessary, the Contractor shall include a before and after photo to demonstrate the work performed.

When required by the Government the Contractor shall assess PM intervals or the need for preventive measures and include them in their routine actions.

The Contractor shall agree to the baseline status of the Corrosion status of the equipment fleet upon the beginning of this period of performance. Any degradation within the life of this POP shall be rectified during the POP prior to contract expiration. Shall be established by pictures that are taken during the first round of PMs in the first six (6) months. The pictorial documents shall be submitted to the MDC as part of the PM documentation.

4.2 Corrective Maintenance

Corrective Maintenance is defined as any maintenance activity, which is required to diagnose, correct equipment malfunctions or failures that has occurred or is in the process of occurring. This may consist of repair, restoration, or replacement of components, Desktop/Workstation support that includes password resets, application support, staff access support, and all other Desktop support that might be needed.

Corrective maintenance is an unscheduled maintenance activity caused by a unit or component failure and includes tests, measurements, and adjustments.

The Contractor shall contact site and attempt to troubleshoot each problem telephonically in a 1-hour period of time from notification of Work Order. If the problem cannot be resolved by telephone as a Tier I Support call, the Contractor shall respond on-site as a Tier II call within a 24-hour period of time and restore down systems to a satisfactory Equipment Operational Status. If unable to meet the Customer Wait Time (CWT) as established in the metrics listed below in the table below corresponding with the target Ao, the Contractor shall provide the justification and a time estimate for effecting repairs to the ILD Maintenance Dispatch Center. The Contractor shall notify the ILD Maintenance Dispatch Center and provide the date and time of System Operational Status changes, Estimated Time of Arrival (ETA) for parts, and Contractor Technician scheduled arrival at site. These updates to the ILD MDC are integral to successful operations and must be maintained. The contractor must ensure that a minimum update must be made every 48 hours to the MDC even if the status is stagnant in order to maintain an adequate work history. Deficiencies in updates will result in contractual actions. Habitual deficiencies in the same area will be addressed with the Contractor PM for reconciliation and result in contractual actions. The Contractor shall coordinate site visits with the CBP ports, as required.

Corrective services may also include assessments on how system components operate in conjunction with other CBP systems. CBP has deployed integrated systems and common viewer systems, providing data to other CBP applications. This means that individual systems are connected to software (SW) and hardware (HW) components of other original equipment manufacturers (OEMs). The communication link and compatibility of systems needs to be evaluated in a coordinated effort with other OEMs to meet CBPs operational requirements. Failure to work with other OEMs to meet the success of the mission results in failure to meet the contractual requirements of this contract.

4.2.1 Corrective Maintenance Services

The Contractor shall provide labor, services, parts, equipment, supplies, packaging, transport, shipment, and materials necessary to diagnose and correct malfunctions or failures of equipment.

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The Contractor shall provide the labor, services, parts, equipment, supplies, packaging, transport, shipment, Desktop/Workstation support that includes password resets, and materials necessary to diagnose and correct malfunctions or failures and functionality tests of equipment when requested. This includes performing minor site restoration or infrastructure construction as required to restore systems reported in a non-operational PRIORITY 1 status to a satisfactory Equipment Operational Status (Priority 2 or 3) within the required Customer Wait Time (CWT) listed in section 5.2 of this document. The Contractor shall restore systems in a PRIORITY 2 Equipment Operational Status to PRIORITY 3 within 5 business days. See operational status definitions in Appendix A.

The Contractor shall make contact with a site requiring assistance within one (1) hour of the receipt of a WO. The Contractor shall respond to the WO by contacting the site POC provided by the ILD Maintenance Dispatch Center. The Contractor shall report the date/time of the contact to the ILD Maintenance Dispatch Center immediately after contacting the site POC.

4.2.2 Contractor Work Completion Form

The Contractor’s Work Completion Form (WCF) or Service Ticket is a form unique to a specific maintenance event. The WCF is typically the standard Contractor’s commercial Work Order or Job Ticket. The completed WCF shall include the WO number assigned by the Government; a description of the maintenance action performed; identification of the failure cause/part or symptom; a list of replaced parts; usage data, scan count; and generator hour since last corrective maintenance activity; any additional work performed not covered under the initial Work Order; time and date of arrival and start of work; time and date of completion of work; and name of the CBP representative that verified completion. The Contractor shall forward the completed WCF and maintenance documentation to the MDC via email at the completion of the maintenance action. If requested, the Contractor shall also provide one (1) copy of the completed WCF to the site CBP representative Officer or Agent for their local records.

The Contractor shall e-mail a copy of the WCF to the MDC within 24-hours of completion of each required site visit.

4.2.3 Maintenance Management Quarterly Review

The Contractor shall conduct a review with all stakeholders and coordinate through the COR and ILD Maintenance Management each quarter, by the 5th business day for the previous quarter, to be mutually agreeable location and/or via video teleconference. This review will enable open conversation to present findings discovered from maintenance activities to include:

· Failure and Trending Report,

· Root Cause Analysis for Repeat Failures

· Engineering Changes,

· Any impending obsolescence,

· Customer Satisfaction Surveys,

· Other on-going maintenance activities.

· Effective demonstration of geographic dispersion of human resources to affect meeting required Operational Availability and response time of repairs or cost-effective manner to effect repairs.

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· A sufficient supply of consumables and common “break-fix” items on hand to effect meeting required Operational Availability and response time of repairs without significant supply chain repairs.

· An effective demonstration of supply chain management that includes an efficient way to procure, ship, and supply the end user with equipment and services needed. This Supply Chain Management should be represented in an Ad-Hoc report that can be requested by the COR showing “on the shelf” products (relative to equipment in the fleet).

· An effective demonstration of quality, properly trained individuals in the field servicing equipment to affect meeting required Operational Availability and response time of repairs.

4.2.4 Root Cause Analysis for Repeat Failures

The Contractor shall specifically remedy equipment demonstrating repeated failures that occur in a family of systems or in an individualized serialized system. Repeated failure for a family of systems is defined as a failure that occurs within a model of systems causing a similar failure mode or component repair/replacement within a 3-month trending. Repeated failure for an individual serialized system is defined as a failure related to the same cause or component occurring within 90 days of the last failure.

This repeated failure should also be accompanied with a Root Cause Analysis (RCA) that demonstrated what caused the repeated failure, what repaired the problem, and what part of the repair ensures that the true source of the problem was actually corrected.

If the RCA demonstrates that a Fleet wide service bulletin should be sent out to begin a Fleet wide repair, the RCA should be accompanied by a White Paper that details the findings of the RCA, how the issue affects the system, why the issue affects the whole system, and how the implementation of the repair would affect the systems both positively and negatively if applicable.

4.2.5 Failure and Trending Report

The Contractor shall prepare and present a Failure and Trending Report for all systems, sorted by serial number and model, for each quarter.

The Contractor shall develop, maintain, and provide a Failure and Trending Report in a format approved by the Government. This report will include trend analysis, identification of any problematic units, identification of issues, and mitigation plans for underperforming units. The Contractor shall provide the following for NII and RDE Technologies as described below:

a. Ao for each piece of deployed NII system by serial number.

b. Identification of impending obsolescence product lines that will be reaching their end-of-life supportability by the Original Equipment Manufacturers (OEM).

c. Any applicable scan count data on systems/equipment/instruments.

d. Highlighting of location changes of systems/equipment/instrument documented from last reporting period.

e. Reporting of analysis on system/equipment failure trends observed impacting system performance.

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4.2.6 Obsolescence Management

The Contractor shall monitor the components and sub-components of the various system families to monitor when certain components or system assemblies become obsolete. When this occurs, the Contractor shall alert the COR and ILD Service Management.

The Contractor shall provide obsolescence notifications to ILD Service Management as soon as possible, but no later than one (1) year in advance of a component, software, firmware, hardware, part, or peripheral associated with the system becoming obsolete and which would cause the device to be unserviceable, unrepairable, or otherwise unsupportable.

a. Identification of impending obsolescence product lines that will be reaching their end-of-life supportability by the Original Equipment Manufacturers (OEM).

b. Identification of correction to obsolescence.

c. Submission of ECP to rectify the obsolescence.

4.2.7 Parts Management

The Contractor shall maintain critical spares of various high failure items, high used items, or items with long manufacturing lead-times that create longer than expected maintenance delays. These items shall be determined through evidence from the various systems maintenance history down to the individual system as some unit’s function differently than the whole. These Critical Spares may be identified as components of certain systems obsolescence data and may need to be identified or may be part of components that are unique, vendor specific, or individually manufactured. The Contractors Parts Management plan shall be briefed in conjunction with Root Cause Analysis and Trend Analysis Reporting, but specific questions may be requested on an as needed basis.

4.3 On-Demand (Other Maintenance and Support Services)

The Government anticipates requiring other requested services, separate from those outlined above, as needs arise during the course of this contract. The Government reserves the right to set and escalate priorities for these services to allow for expediting as urgent needs arise. This work is priced as Firm Fixed Price (FFP) based on product incident/accident repairs, reconditioning, technical refresh services, severe corrosion restoration, refurbishment services, engineering services, installation, relocation services, disposal, site services/surveys, maintenance and operator refresher training, source change out, retrofit, emergency services, and special event services. On demand services may be requested for any CBP accepted equipment regardless of warranty status or prior inclusion in individual task order equipment lists.

4.3.1 Engineering Services

Upon written request, the Contractor shall provide engineering services to the equipment identified in individual task orders. Engineering services includes failure analysis outside of the quarterly deliverable, root cause analysis, system operation anomaly analysis, and evaluation of potential or perceived safety hazards to personnel. Services may also include assessments on how system components operate in conjunction with other CBP systems.

Upon written request, the Contractor shall provide preventive maintenance services for newly deployed equipment still under warranty, and preventive and corrective maintenance services thereafter. Once

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4.3.2 Ad Hoc Reports

Upon written request, the Contractor shall provide data that would enable Government performance analysis, economic trade-off studies, budget impact analysis, etc.

4.3.3 Site Surveys

Upon written request, the Contractor shall conduct site surveys based upon CBP priorities as designated by the COR to support the equipment identified in individual task orders. The Contractor shall coordinate survey activities prior to and during the site surveys with the COR.

Upon completion of the Site Survey the Contractor shall send an email to the appropriate associated ILD Department (Maintenance/ Engineering for maintenance actions and engineering actions etc.) with a CC to the COR with a brief assessment of findings.

4.3.4 Provisioning Support

Upon written request, the Contractor shall provide provisioning technical data for the equipment listed in individual task orders. The Contractor shall provide provisioning technical data traceable to the Original Equipment Manufacturer (OEM) supportability analysis, tailored to satisfy the level of repair and sustainment period identified in the request. The provisioning technical data shall identify major repairable parts, smaller non-repairable components used to effect repairs, consumable lubricants, piece parts used in assembly, criticality of items, acquisition lead times, and vendor identification information.

This Support is separate from Obsolescence management as Provisioning Support would be a Supply Chain Management overview, and an Obsolescence report would be based on a specific assembly.

4.3.5 Retrofit Support

Upon written request, the Contractor shall perform retrofit functions to address approved Engineering Change Proposals (ECPs), enhancements, Service Life Extension Programs (SLEPs), and technical refresh activities for the equipment listed in individual task orders.

CBP relies more on integrated systems and common viewer systems, providing data to other CBP applications. The Contractor shall execute the connectivity of hardware and software components when required. This means that individual systems are connected to software (SW) and hardware (HW) components of other original equipment manufacturers (OEMs). The communication link and compatibility of systems needs to be coordinated with the appropriate OEMs to meet CBPs operational requirements.

4.3.5.1 LSX Compliance Integration

LSX Technical Requirement CBP requires that the Multi-Energy Portals (MEPs) and Low-Energy Portals (LEPs) systems to be upgraded to transmit x-ray images and associated metadata in compliance with the CBP Large Scale X-ray Interface Control Document (LSX ICD).

4.3.5.1.1 Data Transmission and Format

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· The solution shall support the transmission of x-ray images and metadata in compliance with the LSX ICD, and any future updates to the LSX ICD.

· Data shall be transmitted in accordance with the LSX ICD, including:

· Metadata XML files as defined in the LSX ICD specification.

· Version files as defined in the LSX ICD specification.

· Event-specific data folders, if applicable.

4.3.5.1.3 System Integration

· The solution shall integrate with a designated endpoint of CBP’s choosing.

· The vendor shall ensure the solution is applicable to all deployed MEP and LEP systems.

· The solution shall support real-time data transmission to the CBP endpoint.

4.3.5.1.4 Interface and Protocols

· The solution shall utilize a file-system-based interface for data transmission.

· The vendor shall ensure compliance with all message structures and protocols defined in the LSX ICD.

· The solution shall prioritize data transfer based on scan events, adjudication events, and target events, as outlined in the LSX ICD.

4.3.5.1.5 Deployment and Testing

· The solution shall be implemented with minimal hardware or network components.

· If additional hardware or network components are being proposed, architectural diagrams and justification for these components shall be provided.

· The vendor shall provide software installation, configuration, and testing services to ensure successful deployment at designated CBP sites.

· The solution shall undergo site acceptance testing (SAT) conducted in cooperation with CBP OIT to verify compliance with CBP requirements.

· The vendor shall provide documentation, including release notes, configuration guides, and test results.

4.3.5.1.6 Compliance with LSX ICD Updates

· The LSX ICD will be kept current with the WCO UFF standard and, if necessary, additional CBP data requirements.

· The vendor shall ensure their solution remains compliant with these updates as they are implemented by CBP.

· Compliance with LSX ICD updates shall follow CBP’s software change management and configuration management processes (e.g. OIT Change Control Board).

4.3.5.1.7 Additional Requirements

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· The solution shall include provisions for handling anomalies and exceptions during the migration of live scanning operations and a rollback plan if a site is unable to be migrated successfully.

· The vendor shall ensure that the system clock is synchronized at least every 24 hours to support accurate timestamping of scan events.

· When available, health and status data transmission will be required as part of this scope.

· CBP IT security compliance is required for all components of the solution.

· The vendor shall demonstrate progress through incremental capability demonstrations.

4.3.6 Relocation Services

Upon written request, the Contractor shall provide emergent need relocation services for the equipment listed in individual task orders. The Contractor shall disassemble, transport, and reassemble the components of the system at the new location. The Contractor shall perform post-assembly functional testing of the relocated system and familiarize operators with configuration and operational changes brought about by the relocation. The Contractor shall coordinate re-commissioning and/or recalibration activities to include an updated radiation survey, as required.

Relocation services shall be coordinated and executed closely in coordination with the ILD PM. Any deviations from the Service Request shall be directed through the ILD PM. Upon concurrence between the Contractor, ILD PM, and Program Office the COR will seek concurrence from the Contracting Officer.

4.3.7 Site Work

Upon written request, the Contractor shall provide minor repair or electrical work external to the equipment unit in the performance of a relocation or corrective maintenance action resulting from an accident or incident not to exceed $2,500.00. This work may also include minor alterations and work to the facilities or site. This work may include conduit and trenching activities but as it is supplemental to the purpose of the tasking shall not be considered Architectural and Engineering (A&E).

4.3.8 Source Change Out

Upon written request, the Contractor shall provide radioactive source change out services for the equipment listed in individual task orders. The Contractor shall transport, replace, and dispose of radioactive sources. The Contractor shall follow applicable laws, regulations, and policies governing safe shipping, handling, and disposal of radioactive materials.

4.3.9 Disposal

Upon written request, the Contractor shall provide disposal services for the equipment listed in individual task orders. The Contractor shall disassemble, transport, and properly dispose of designated systems and/or components after decommissioning.

Upon request the Contractor shall offer certain components from systems to the Government that may be of need.

4.3.10 Emergency Services

Upon written request, the Contractor shall provide emergency services in response to various emergency situations and natural disasters. The Contractor shall provide the labor, services, parts, equipment, Maintenance

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These requests for Emergency services shall be presented in urgent fashion. The Contractor shall be prepared to deliver quotes and services in an expedited fashion.

4.3.11 Special Events

Upon written request, the Contractor shall provide services to special events (i.e., major sporting events and conventions). The Contractor shall provide the labor, services, parts, equipment, supplies, packaging, transport, shipment, and materials necessary to support special event service requirements.

4.3.12 Training Activities

The Contractor shall provide training courses as prescribed by the COR from the direction of the ILD staff and NIID Program Management Office. These training sessions shall vary in size and duration dependent on the related tasking and may consist of Train the Trainer (T3), Classroom courses, or in the Field Descriptions/ Demonstrations/ Operational Checks.

The classroom sessions shall consist of a Contractor led session with a no-minimum based attendance for the recommended duration. The Contractor shall come prepared with handouts and any training materials that may be necessary but shall utilize CBP A/V equipment when applicable. Use of Site tools shall be coordinated via an ILD staff member.

Field Descriptions/ Demonstrations/ Operational Checks shall be planned with the location in mind. The Contractor should be aware of the elements to include heat, cold, rain, snow, and any other extremity as well as high traffic, and other environmental concerns.

FFP price quotes including travel for the following services may be requested as periodic needs arise

4.4 Transition In/Out Planning

The Contractor shall be responsible for providing Transition In and/or Out functions upon request of the COR. When requested the Contractor shall provide these services and documentation based on iterations outlined in the Deliverable Table.

The Transition Period shall be defined as a six (6) month period wherein the Incumbent shall transition duties of the Service contract over to the responsible party if applicable and begin transition their services out while the new vendor incorporates their team in.

Field Descriptions/ Demonstrations/ Operational Checks shall be planned with the location in mind. The Contractor should be aware of the elements to include heat, cold, rain, snow, and any other extremity as well as high traffic, and other environmental concerns.

FFP price quotes including travel for the following services may be requested as periodic needs arise.

4.4.1 Transition In Plan

Not Applicable.

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4.4.2 Transition Out Plan

The Contractor shall provide and implement Transition Out Plan. The Draft Transition Out Plan is due 30 days after being requested by CBP. The Transition Out Plan may require revision, as needed based upon the successor contractor’s Transition In Plan to ensure a smooth transition. CBP will have rights to the contractor’s Transition Out Plan, which could potentially be provided to the successor contractor to ensure a smooth transition.

The Transition Out period shall begin at least 90 days prior to the end of the period of performance for this task order. This requirement is subject to change due to incoming contractor’s start of performance or factors outside of the contractor’s control.

During the transition period, the Contractor shall implement the initiatives described in the Transition Out Plan to complete the transition from the existing contract to the new contract. The Contractor shall complete the transition within 90 days to ensure all services, functions, and operations are available to CBP on or before the final day of the last open order, and the incoming contractor has assumed the new responsibilities.

The Transition Out Plan shall include the following tasks at a minimum:

· Review, evaluation and transition of current support services

· Transition of historical data to successor Contractor

· Transfer of all necessary business documentation to include but not limited to:

· Equipment inventory w/ warranty status

· Drawings

· Technical documentation (O&M Manuals and system unique procedures)

· Software licenses

· Government-approved training and certification process

· Orientation phase and program to introduce Government personnel, programs, and users to the Contractor's team, tools, methodologies, and business processes, equipment, furniture, phone lines, computer equipment, etc.

· Transfer of GFE and Government Furnished Information (GFI), and GFE inventory management assistance.

A Draft version of the Transition Out plan shall be due 15 Days after request from the COR and shall be followed by bi-weekly coordination meetings to ensure that progression is occurring, and issues are being resolved in a swift manner. Final Version of the Transition Plan shall be due 45 Days from COR Request.

5 PERFORMANCE STANDARDS The Contractor shall adhere to these standards in the performance of this PWS. The following will be used to evaluate the Contractor’s performance concerning Ao.

5.1 Operational Availability (Ao)

An average Ao by unit shall be calculated using data for WOs completed during the reporting period: AO = Total Hours by Unit – Down Time Hours by Unit Total Hours by Unit

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Operational Availability is defined as the percentage of time during the reporting period (monthly) that a specific unit serialized device listed in individual task orders is available to support the operations for which it was designed. Downtime associated with preventive maintenance, accidents, incidents, or delays at the Government request are not included in the Ao calculation. The following lists the standard Ao targets for equipment types, as defined in the definition section of this document, by location category:

96% - Large Scale Equipment (to include rail inspection) and RDE in CONUS Pre-Primary Ports of Entry locations.

95% - NII Systems (excluding handheld technologies) in CONUS locations 90% - NII Systems (excluding handheld technologies) in OCONUS locations The Ao shall be calculated at the system level (per serialized system). The Contractor shall also consider the pre-primary NII or RDE at CBP locations when assessing the urgency and nature of the request.

5.2 Customer Wait Time (CWT)

The Contractor shall restore systems reported in a non-operational status to a satisfactory operational status within the CWT corresponding to the Ao’s above, based on a 720-hour month.

WOs for work performed under on-demand (other maintenance support services) and WOs with customer delays are excluded from all the formulas above.

The Contractor shall meet or exceed these performance standards while complying with all applicable State and Federal regulations. In addition to the quality of deliverables, operational availability levels achieved, coordination, and reporting requirements represent the measurements considered appropriate to the performance of this work statement.

5.3 CBP Cost-Wise Readiness (CWR)

The U.S. Customs and Border Protection (CBP) has instituted a Cost-Wise Readiness (CWR) policy that focuses on optimizing system and support services performance and establishing efficiency initiatives to minimize investment and sustainment costs while achieving capability and availability (readiness) outcomes. The top priority of CWR is “readiness” and achieving the minimum required CWR materiel availability.

The Contractor shall manage the sustainment life cycle and leverage all aspects of sustainment to maintain and repair systems and subsystems to meet the minimum required materiel availability threshold while optimizing reliability and downtime to achieve readiness at the lowest Operations and Support Cost (best cost). The Contactor shall support mission required materiel (systems, subsystems, assets, and technologies) readiness to meet the tenets of CWR imposed to achieve mission success during the specified warranty period and post-warranty sustainment contract periods of performance CWR minimum requirements for materiel availability, mean time between failure, and mean down time shall be met for the systems procured with CWR requirements. For all other systems, the contractor is encouraged to meet the minimum CWR requirements and implement the CWR best practices outlined below.

The Contractor shall support and sustain individual systems and/or key sub-systems to achieve established outcomes by applying CWR metrics to include a CWR Key Performance Measurement (KPM) for

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Page of readiness (materiel availability) and CWR Key Performance Attributes (KPA) for materiel reliability and mean downtime. Accordingly, the Contractor shall support and sustain the system and/or key subsystems in a manner that meets the minimum CWR readiness requirements for materiel availability, reliability, and mean downtime. The Contractor is encouraged to conduct an analytical assessment to determine the right balance of reliability and downtime/repair time to achieve readiness at the lowest Operations and Support Cost (best cost). When assessing trends and contemplating actions, it is always important to consider the impact the action/activity will have on “readiness.” Any proposed action that drives materiel availability below the minimum threshold requirement should be reevaluated. Aspects of supportability and sustainment actions/activities that should be implemented as “best practices” and evaluated to achieve desired outcomes include, but are not limited to: supply-chain management to ensure adequate sparing and stock levels of repair parts are maintained to meet minimum required materiel availability (mitigate bottlenecks in supply-chain); establishment and management of a robust failure reporting analysis and corrective action system (FRACAS) process (identify which equipment/parts are most often replaced) that follows defined guidelines and structured approaches to improve reliability and promote product improvement (upgrade quality/reliability of equipment and/or parts) through failure recording, corrective action, and lessons learned; review of maintenance technician response times once notified a work ticket has been opened; study of quality/effectiveness of maintenance and repair actions performed to minimize “call-backs”; onsite Time-to-Repair (TTR); Repair-Turn-Around-Time (RTAT) for parts/components sent to OEM for Intermediate-level or Depot-level repair; end-to-end review of how maintenance and repair is being done in the spirit of process improvement (how much labor is required to maintain equipment); improved/enhanced maintenance technician training to expedite repairs (tailor workforce skillsets to align with program needs); perform routine software/firmware updates to fix bugs and improve functionality; installation of security patches to reduce security risks and vulnerabilities; proactive identification and scheduling of preventative maintenance activities (perform while system is still operational) to minimize the chance of failure, more extensive and costly repairs, and unplanned downtime (involves performing routine inspections, cleaning, lubrication, calibration, and replacement of worn or damaged parts).

CWR is an Agency-wide strategic discipline applicable to all programs affecting operational readiness. CBP Directive 5225-03 Rev A outlines CWR policy mandating all applicable programs conduct Materiel Readiness Reviews (MMRs). If advantageous, MRRs may be combined with other established program reviews.

Review of system performance against CWR metrics is an open agenda item when meeting with contractors to obtain maintenance status updates and reconcile work tickets during their respective weekly, bi-weekly, and monthly intervals. The Contractor shall also be prepared to submit and/or present CWR metrics, analysis, readiness degraders, “get well” plans, and recommended courses of action at MRRs, Integrated Logistics Support Management Team (ILSMT), Program Management Reviews (PMR) or, at a minimum, during semi-annual CWR Reviews with the CWR Council and CWR advisory groups.

For NII systems not meeting minimum requirements for materiel availability, mean time between failure and mean downtime, upon the request of the Government, the Contractor shall conduct their own analysis and/or review government analysis of performance data and findings, and, in response, resolve any disparities, develop and deliver a CWR Readiness Improvement Report with CWR metrics, readiness

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5.3.1 Cost-Wise Readiness Requirements

The following are minimum requirements for system and/or key subsystem(s) and software/Information Technology (IT) systems, services, and functions readiness drivers:

CWR METRIC

ACRONYM

MINIMUM CWR REQUIREMENT

5.3.2 Key Performance Measurements (KPMs)

5.3.2.1 Materiel Availability (MA) Am

The system shall be supported and maintained to sustain CWR Materiel Availability (MA) to achieve an operational materiel readiness measure to perform assigned missions over a given time. For both hardware and software technology, CWR MA can be expressed as uptime (time *operational) divided by minimum mission required uptime plus downtime. MA is calculated on each individual serialized asset.

Note: CWR MA is different from Operational Availability (AO). CWR MA applies to all items that have been delivered at any point in time, i.e., entire inventory and includes all downtime accrued for both corrective and preventative maintenance actions. AO applies only to the active inventory; usually a subset of CWR MA, and only includes downtime associated with corrective maintenance actions.

To calculate MA, use the following equation:

The CWR Materiel Availability KPM as defined for the inventory of systems, key subsystems, software/Information Technology (IT) systems, services, and functions shall be greater than or equal to:

A. Hardware = 94.00% MA B. Software = 99.95% MA

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C.

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𝑀𝐴 = (100𝑥)

𝑈𝑝𝑡𝑖𝑚𝑒 (𝑢)

𝑈𝑝𝑡𝑖𝑚𝑒 (𝑢) + 𝐷𝑜𝑤𝑛𝑡𝑖𝑚𝑒 (𝑑)

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*Operational means in a materiel condition such that the system, key subsystems, software/Information Technology (IT) systems, services, and functions are capable of performing an identified mission for which they were designed and deployed.

5.3.3 Key Performance Attributes (KPAs)

5.3.3.1 Materiel Reliability (MR) = MTBF

The system shall be supported and maintained to sustain and optimize the CWR Materiel Reliability failure rate defined as the probability that a product, system, or service will perform its intended function adequately for a specified period or will operate in a defined environment without failure to meet mission requirements. CWR MR is equivalent to Mean Time Between Failure (MTBF) and once operational can be measured by dividing actual operating hours by the number of failures experienced during a specific interval.

The CWR Materiel Reliability KPA as defined for the system, key subsystems, software/Information Technology (IT) systems, services, and functions shall be greater than or equal to:

A. Hardware = 3000 hours MTBF B. Software = 1000 hours MTBF

To calculate MTBF, use the following equation:

𝑇𝑜𝑡𝑎𝑙 𝑂𝑝𝑒𝑟𝑎𝑡𝑖𝑛𝑔 𝑇𝑖𝑚𝑒 (ℎ)

𝑀𝑇𝐵𝐹 =

𝑇𝑜𝑡𝑎𝑙 𝑁𝑢𝑚𝑏𝑒𝑟 𝑜𝑓 𝐹𝑎𝑖𝑙𝑢𝑟𝑒𝑠 (𝑓)

5.3.4 Mean Downtime (MDT)

The system shall be supported and maintained to sustain and optimize CWR Mean Downtime (MDT) required to achieve CWR materiel availability. MDT is the average total time required to restore an asset to its full operational capabilities. CWR MDT includes the time from reporting of materiel being down to the time materiel is returned to operations for use. CWR MDT can be measured by dividing the total downtime (includes planned and unplanned) for all downtime events by total number of downtime events (including planned events such as preventative maintenance) during the specified reporting period.

CWR MDT includes ALL time from reporting an asset down to returning the asset to operations for use. This includes time (as applicable) to:

· Transport the asset to the repair environment

· Replace the asset with a spare

· Repair the asset (including wait time, if any, for parts or labor to be available to make the repair)

· Return the asset to the operational environment.

· Restore the asset/system to operational status.

Downtime is calculated from the moment an end-item or software is non-mission capable until the time it is returned (or brought back up, in the case of a software outage) to the operators in a mission capable status. MDT equals the total downtime for all downtime events (d) divided by the total number of downtime events (e) for a given time period. MDT includes planned and unplanned downtime.

The CWR Materiel Mean Downtime KPA as defined for the system, key subsystems, software/Information Technology (IT) systems, services, and functions shall be less than or equal to:

A. Hardware = 110 hours MDT B. Software = 0:30 minutes MDT

To calculate MDT, use the following equation:

𝑇𝑜𝑡𝑎𝑙 𝐷𝑜𝑤𝑛𝑡𝑖𝑚𝑒 𝑓𝑜𝑟 𝐴𝑙𝑙 𝐷𝑜𝑤𝑛𝑡𝑖𝑚𝑒 𝐸𝑣𝑒𝑛𝑡𝑠 (𝑑)

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𝑀𝐷𝑇 =

𝑇𝑜𝑡𝑎𝑙 𝑁𝑢𝑚𝑏𝑒𝑟 𝑜𝑓 𝐷𝑜𝑤𝑛𝑡𝑖𝑚𝑒 𝐸𝑣𝑒𝑛𝑡𝑠 (𝑒)

6 INCENTIVES/ DISINCENTIVES

6.1 Incentives:

Means that CBP receives the required services listed in the contracts Performance Work Statement (PWS) at the contracts established Firm Fixed Price (FFP).

· Ao Incentive – When the Operational Availability Service Level Agreement (SLA) is met the Contractor shall receive the total amount of the Firm Fixed Price contract thereby annotating the Contractor has met the agreed upon agreement.

· Project Incentive – The Contractor shall submit quotes to accomplish tasks that are under the description of On-Demand activities. These quotes will be evaluated for technical viability and an Authority to Proceed will be issued by the CO. If the Task is completed within the prescribed cost and schedule as described in the On-Demand proposal the Contractor shall receive the full amount of the price awarded. Concessions will be made for events and circumstances that are out of the Contractors control such as Facility project slippage.