RFI_Universal_Enrollment_Services.pdf

Department of Homeland Security Transportation Security Administration

Enrollment Services and Vetting Programs Universal Enrollment Services

Request for Information

Subject:

Request for Information (RFI) for the Department of Homeland Security (DHS) Transportation Security Administration (TSA) Enrollment Services and Vetting Programs (ESVP) Office regarding enrollment services capabilities for DHS programs and initiatives. DHS programs requiring enrollment services include, but are not limited to, the Hazardous Materials Endorsement (HME) Threat Assessment Program (HTAP), the Transportation Worker Identification Credential (TWIC®) program, the TSA PreCheck® Application Program, and several aviation sector threat assessment programs, which may include Flight Training Student Program (FTSP), Aviation Workers, General Aviation, and Air Cargo.

1. DESCRIPTION

Background:

The TSA ESVP Office is requesting information and conducting market research to understand current enrollment services capabilities, both in the government and commercial spheres. TSA conducts security threat assessments (STAs) to determine whether an applicant seeking access to critical segments of the nation’s transportation system poses or is suspected of posing a threat to transportation or national security. An STA may differ depending on the population or program required to undergo a background check. Additionally, statutory and policy requirements may impact how a program is implemented. STAs typically include any combination of the following background checks: name-based checks for ties to terrorism, immigration/lawful presence checks, and/or a fingerprint-based criminal history records check (CHRC). To conduct STAs, TSA must collect and protect applicant biographic and biometric data and identity/immigration documentation. A collection of payment is also required as most TSA programs are required to be fee-funded and self-sustaining.

Objectives:

The TSA is requesting information on technical and operational capabilities that provide for a full suite of enrollment services. Enrollment services include, but are not limited to, the full technical and operational infrastructure to support biographic and biometric data collection, protecting and safeguarding applicant data/confidentiality, identity/immigration document collection and authentication, identity assurance capabilities, fraudulent document identification, fee collection, credential management/accountability/distribution, online capabilities (e.g. website for pre-enrollment data collection, appointment scheduling, enrollment site location information, program and customer service information, and online transactions such as renewals, card replacements, etc.), in-person enrollment facilities and staff, as well as a full suite of customer service and technical support capabilities. In-person enrollment facilities and staff are required throughout the United States and its territories. At time of this RFI issuance, it should be noted that the Federal Bureau of Investigation (FBI) requires both identity verification and fingerprint capture to be completed in-person.

TSA is interested in learning more about capabilities that allow for accurate data collection, identity assurance (to include fraudulent document detection, verifying identity documents back to the source, etc.), adherence to privacy and technical security requirements, innovative approaches to enrollment technology and operations, and a robust customer service solution, all while minimizing applicant burden (costs, overall time to enroll, etc.)

Enrollment services providers will be required to submit applicant data to TSA systems to perform the STAs. For programs that require a fingerprint based Criminal History Record Checks (CHRCs), the enrollment services provider will conduct a CHRC through the FBI and submit any resulting criminal history information (CHRI) to TSA. Enrollment service providers must be an authorized FBI direct channeler or partnered with a subcontractor that is an authorized FBI direct channeler with previous experience submitting fingerprints to the FBI. Potential solutions may consist of innovative methods for reaching the broader population base for enrollment services and capabilities that help prevent document fraud, provide identity assurance, and allow for easy collection of usable biometrics that meet current National Institute of Standards and Technology (NIST) and/or International Civil Aviation Organization (ICAO) standards (as applicable to the type of biometrics collected), biographic data, identity/immigration documentation and fees. Biometrics collection is currently focused on fingerprint and photo capture, but may evolve to include iris and other biometrics. (Note: Fees must be remitted to pay.gov daily on a per transaction basis.) TSA is also interested in understanding how solutions will comply with current government mandated IT Security, privacy and Section 508/504 compliance requirements.

Please note that all vendor personnel who require access to TSA physical resources or privileged access to TSA logical resources shall be required to obtain a TSA Personal Identification Verification (PIV) Card. To obtain a TSA PIV card, vendor personnel will have a background investigation performed by TSA Personnel Security and must successfully complete the investigation process. The TSA PIV Card requirement also applies to all general users accessing the system for enrollment and customer service purposes such as enrollment agents at the enrollment workstations and customer service representatives. All vendor personnel identified in the preceding sentences shall access TSA physical and logical resources using their TSA PIV Card.

2. RESPONSES TO THIS RFI

The following sections provide a recommended outline for a response to this RFI. This outline is intended to minimize the effort of the respondent and structure the responses for ease of analysis by the Government.

Section 1 – Corporate Expertise (2 Pages Maximum)

Briefly describe the company, products and services, history, ownership, financial information, and other information deemed relevant.

Section 2- Capabilities and Conceptual Alternatives (12 Pages Maximum)

The Government is interested in understanding current enrollment services capabilities, including conceptual alternatives or innovations, to address the topics listed below. TSA encourages creativity, efficiencies, innovation, and alternate approaches to meet TSA requirements.

Key Topics:

Vendor’s whitepapers shall include the vendor’s approach to following, key topics:

I. Innovative solutions to ensure enrollment process is easy and flexible.

II. Approach to collecting applicant enrollment data accurately, privately, and with a focus on high quality customer service and minimizing applicant burden (time, costs, etc.).

III. Ability to provide services for multiple programs and geographically dispersed populations as well as agility to quickly onboard new programs and populations and implement enrollment process and policy changes.

Operational Infrastructure Topics:

Vendors shall provide a whitepaper which includes their approach to the following, ten (10) operational infrastructure topics:

I. Providing an expansive, convenient and professional enrollment center footprint across the United States (U.S.), U.S. territories, and some additional locations, with consideration for specific program requirements (TWIC applicants are centered largely around maritime ports, HTAP applicants are spread across all 50 states, Aviation program applicants may be located near or at airports, TSA PreCheck® Application Program applicants will look for convenient locations in urban/suburban areas with flexible hours of operation to include weekends, evenings, etc.). Unless otherwise approved by TSA, enrollment centers shall service all populations requiring a TSA STA.

II. Staffing fixed enrollment centers and providing TSA-cleared highly trained resources, with a focus on data accuracy, privacy, and customer service, including details on how to minimize applicant wait times, manage appointments and walk-ins, etc.

III. Sustaining enrollment operations when staffing or equipment becomes temporarily unavailable as well as dynamically responding to times of decreased and increased volume at in-person locations while continuing to meet contract requirements.

IV. Providing credential (i.e., TWIC cards) management and distribution support for applicants to include tracking local credential inventory, credential delivery, managing credential activation and status, updating electronic card data to include PIN management and processing obsolete credentials for destruction.

V. Supporting temporary (i.e., mobile) enrollment events upon Government request. Support includes temporary enrollment services at locations for a defined period of time to drive enrollment volume, improve customer convenience, and provide services for stakeholders and the Government.

VI. Promoting and marketing enrollment and renewal activity, particularly to help grow and maintain the TSA PreCheck® Application Program.

VII. Approach to providing robust customer service support for applicants to include a call center, public web portal, and approach for managing applicant issues/tickets and escalating issues to TSA.

VIII. Providing support for contract and financial management, personnel security and credentialing (noting the TSA PIV card requirement for both general and privileged users), deploying and managing enrollment center locations, training, signage, supplies, overall program management, quality assurance, etc.

IX. Adherence of the Department of Labor (DOL) and Service Contract Act (SCA) minimum wages for enrollment agent services (i.e. monitoring Wage Determinations, SCA applicability etc.)

X. Conducting quality assurance for enrollment centers, including in-person visits to verify compliance of the operations and facility with contract requirements.

Information Technology Infrastructure Topics:

Vendors shall provide a whitepaper which includes their approach to the following, eight (8) information technology infrastructure topics:

I. Delivering enrollment technology, including software, hardware, data storage, applicant facing websites, customer service ticketing tool, reporting tools, etc.

II. Interface development, connectivity, end-to-end system testing, and external partner integration.

III. Approach and experience in completing federal security authorization processes given new and emerging cybersecurity requirements, directives, and polices. This includes all DHS and TSA cyber requirements as well as the ability to protect system and customer data appropriately.

IV. Ongoing operations and maintenance of systems, resources, data centers, and equipment including ongoing IT Security Authorization requirements.

V. Identity assurance to include a discussion of processes and technology to:

a. Validate an individual’s identity document, ensuring that it is certified, authentic, and unexpired.

b. Verify the biometric data presented at enrollment matches the provided identity document (e.g., physical comparison or biometric comparison using technology).

c. Detect and identify fraudulent documents.

d. Protect the PII of applicants during online or in-person enrollment.

VI. Document validation and identity verification for online renewals.

VII. Agile technology development to implement new functional requirements effectively.

VIII. Fee collection (e.g., credit cards, checks, etc.), submission, and reconciliation.

Other Topics:

I. Discuss the full technology required (hardware and software) to deliver the functionality defined.

II. Address IT security-related issues, privacy, and experience with obtaining government authority to operate (ATO).

III. Describe escribe current operational capabilities and discuss the feasibility and tradeoffs for various capabilities, including cost tradeoffs as well as maintenance and/or recurring costs.

IV. An estimate of the time required to design, develop and implement a full enrollment services capability (technology and operations) modifying current enrollment services capabilities.

Section 3– Pricing and Contractual Information (3 Pages Maximum with Optional MS Excel Pricing Structure)

I. Approach to pricing structure (vendors may include example pricing in MS Excel Spreadsheet), to include suggestions on structuring Contract Line-Item Numbers (CLINs) given the TSA is looking for contractor-owned and contractor-operated enrollment service capabilities both in person and online options.

• Note: The TSA is considering use of an Indefinite Delivery-Indefinite Quantity (IDIQ) contract vehicle, to include Firm-Fixed Price (FFP) CLINs. Vendors should consider economic variability when contemplating CLIN structure.

II. Approach to identifying positions as key personnel and proposed experience levels for each key personnel positioned.

III. A list of vendor’s current, federal contract vehicles (if any) available for use and within scope of the topics outlined in this RFI.

Section 4– Experience (2 Pages Maximum per Experience/6 Pages Total)

Describe three (3) key projects the company has participated in that are similar in size, scope, and complexity to the TSA environment. Briefly describe the customer environment, application solution designed/implemented, project management methodology, security requirements, best practices implemented, and relevant lessons learned.

Include a description of the dollar value of each contract/project and the total cost to implement a given solution as well as the size of the contract (e.g., number of enrollment sites, transaction volumes, scope, and complexity of the efforts cited).

While not required, past performance within the Federal Government arena should be provided if applicable, including experience with Federal requirements/standards as well as certification and accreditation (C&A) processes for system to achieve authority to operate (ATO).

3. REVIEW OF VENDOR RESPONSES

The Government will review vendor responses for market research purposes only. The Government does not intend to provide a response to white papers submitted for this RFI;

however, based on vendor submissions, the Government may potentially arrange a technical information exchange, demonstration and/or pilot of proposed solutions to further future requirements definition. Responses to the RFI will not be returned.

4. DISCLAIMER

This RFI does not represent an official Acquisition Plan, nor does it commit the U.S. Government to any course of action in the future. In accordance with FAR 15.202(e), this RFI is issued solely for market research, planning, and information purposes and is not to be construed as a commitment by the Government to enter into a contractual agreement, nor will the Government pay for information solicited hereunder. The Government will protect the information shared in the RFI response from disclosure to other parties.

Each respondent, by submitting a response to this RFI, agrees that any cost incurred by it in responding to this request or in support of activities associated with this RFI shall be the sole responsibility of respondent. The Government shall incur no obligations or liabilities whatsoever, to anyone, for any costs or expenses incurred by the respondent in responding to this RFI.

5. VENDOR SUBMISSION OF RESPONSES AND CONTACT INFORMATION

Written Responses shall be prepared using Times New Roman, 10 pt. font, 1-inch margins, and 8.5” by 11” paper.

Written responses (capability statements) shall be submitted no later than 1700hrs ET on Wednesday November 6, 2024. If a submission is received after this due date, it may or may not be included in the market research process.

Respondents must submit their information in electronic versions to Janelle Dunlap (janelle.dunlap@tsa.dhs.gov) and Gloria Uria (gloria.uria@tsa.dhs.gov) in either read-only Word or PDF format. Please contact Janelle Dunlap or Gloria Uria via e-mail should you have any questions related to this RFI ----- (No telephone calls please).