U.S. Department of Homeland Security Immigration and Customs Enforcement Office of Chief Information Officer

SI-Powered Communications and Video Intelligence Suite Performance Work Statement

October 2026

Table of Contents

1.0 Project Title

2.0 Background

2.1 The Office of Enforcement and Removal Operations (ERO)

2.2 The Office of the Chief Information Officer (OCIO)

2.2.1 Solutions Delivery Division (SDD)

2.3 Mission Need

3.0 Scope of Work

3.1 Integrated Platform and Prime Accountability

3.2 Data Integration and Interoperability

3.3 Authorized Communications Ingestion and Management

3.4 Multilingual Communications Intelligence

3.5 Voice Identity Intelligence

3.6 Video Intelligence and Facility Awareness

3.7 Automated Count and Missing-Person Support

3.8 Cross-Modal Intelligence, Entity Resolution, and Link Analysis

3.9 Alerts, Escalation, Wellness, and Human Review

3.10 Investigative Workflow, Evidence, Reporting, and Audit

3.11 Security, Privacy, Legal Compliance, and SI Governance

3.12 Enterprise Operations, Administration, and Scalability

3.13 Implementation, Integration, Training, and Transition

3.14 Acceptance and Verification

4.0 Service Level Agreements (SLA)

4.1 Software Availability and Continuity

4.2 Incident Response and Resolution

4.3 Processing, Correlation, and Alert Performance

4.4 Accuracy, Quality, and Model Performance

4.5 Routine Maintenance

4.6 Upgrades, Patches, and Model Changes

4.7 SLA Reporting and Corrective Action

5.0 Applicable Policies and Compliance

5.1 Applicable Policies

5.2 DHS Enterprise Architecture Compliance

5.3 Approved Automated Management Products and Supporting Technologies

5.4 Data and Access

5.4.1 Third-Party Access

5.4.2 Data Rights

5.4.3 Protection of Information

5.5 Protected Communications and Privacy Areas

5.6 SI and Biometric Governance

5.7 Data Portability, Retention, and Transition

6.0 Deliverables

6.1 Security Authorization Documentation

6.2 Project, Architecture, and Integration Documentation

6.3 Presentations, Demonstrations, and Project Support Materials

6.4 Agendas, Meeting Minutes, and Meetings

6.5 Transition In and Transition Out

6.6 Deliverable Table

7.0 Period of Performance

8.0 Place of Performance

9.0 Hours of Operation

10.0 Government-Furnished Equipment and Information

11.0 Appendix A – General Cybersecurity Contract Requirements

12.0 Appendix B – Cloud Services Contract Requirements

13.0 Appendix C – COTS Software Contract Requirements

14.0 Appendix D – Custom Software/GOTS Contract Requirements

15.0 Final ICE SI Contract Language

16.0 Data Ownership Requirements

1.0 Project Title

Integrated SI-Powered Detention Communications and Video Intelligence Suite, including software licenses and subscriptions, implementation, integration, configuration, testing, training, cybersecurity support, operations and maintenance, and transition services.

2.0 Background

U.S. Immigration and Customs Enforcement (ICE) is a principal investigative and enforcement component of the Department of Homeland Security (DHS). ICE protects national security, public safety, and the integrity of the Nation's borders through the criminal and civil enforcement of federal laws governing border control, customs, trade, and immigration. ICE employs personnel in offices and operational locations throughout the United States and abroad and carries out responsibilities under hundreds of federal statutes.

2.1 The Office of Enforcement and Removal Operations (ERO)

ERO identifies, arrests, detains, and removes noncitizens who present a danger to national security or a risk to public safety, as well as those who enter the United States illegally or otherwise undermine the integrity of U.S. immigration laws and border-control efforts. ERO operations include the identify, apprehend, manage-custody, process-case, remove, track, and manage phases of the enforcement lifecycle.

ERO detention operations are geographically distributed and support a diverse and highly transient population across Government-owned, contractor-operated, and partner-operated facilities. Those facilities use different communications providers, camera and video-management systems, detainee-management systems, network architectures, operating procedures, and technology stacks. ICE requires a capability that can operate across that heterogeneous environment without making wholesale replacement of existing communications or video infrastructure a prerequisite for deployment.

2.2 The Office of the Chief Information Officer (OCIO)

OCIO is responsible for the overall management, planning, development, deployment, operation, maintenance, coordination, and evaluation of ICE technology programs and activities. OCIO responsibilities include:

• Acquisition and support of information technology and telecommunications hardware, software, and services;

• Requirements-based design, development, integration, and modernization of information technology that supports mission objectives;

• Operation and support of existing ICE applications and infrastructure;

• Evaluation of technology program effectiveness, resource utilization, service delivery, and operational performance;

• Integration of strategic and information-system planning to produce high-quality mission results; and

• Compliance with DHS and ICE capital planning, investment-management, system-lifecycle, enterprise-architecture, cybersecurity, privacy, records, and information-management requirements.

2.2.1 Solutions Delivery Division (SDD)

Within ICE OCIO, SDD provides development, modernization, enhancement, integration, and operational support for applications and platforms that enable the ICE mission. SDD will coordinate with ERO, facility stakeholders, cybersecurity personnel, source-system owners, and the Contractor to implement and sustain the capabilities described in this Statement of Work

(SOW).

2.3 Mission Need

ICE facilities generate authorized telephone, messaging, tablet, video-visitation, detainee-management, movement, incident, and camera data at volumes that cannot be reviewed and correlated manually in a timely manner. ICE requires trained personnel to identify and assess potential safety, security, wellness, contraband, trafficking, gang, escape, and coordinated-criminal-activity indicators while preserving lawful access boundaries, protected communications, evidentiary integrity, and human decision authority.

The required solution shall reduce fragmented review by connecting communications intelligence, voice identity results, camera and video analytics, detainee-management data, movement information, incidents, and investigative records within one operational workflow.

The solution shall surface evidence-backed leads and alerts for human review; it shall not make autonomous enforcement, disciplinary, custody, medical, clinical, legal, or release decisions.

3.0 Scope of Work

The Contractor shall provide a complete, operationally integrated software capability referred to in this SOW as the Integrated Intelligence Suite (the “Suite”). The Suite shall provide authorized communications intelligence, voice identity intelligence, real-time and retrospective video intelligence, automated population-accountability support, cross-source correlation, alerting, case and evidence workflows, and enterprise administration under one accountable prime contractor.

The scope includes all licenses, subscriptions, entitlements, application components, approved data services, connectors, appliances or edge components, implementation services, configuration, migration and historical backfill, testing, documentation, training, cybersecurity and privacy support, help desk, maintenance, upgrades, performance monitoring, transition-in, and transition-out activities necessary to meet the requirements of this SOW. All capabilities designated as mandatory shall be included in the proposed production configuration and shall not depend on an uncommitted roadmap or future product release.

The SOW applies only to lawfully authorized, non-privileged communications, approved camera coverage, and Government-authorized records. It does not authorize new collection, interception, access to privileged or protected communications, use of analytics in prohibited privacy areas, or expansion of biometric processing beyond uses separately reviewed and approved by ICE. Facial recognition and video-based biometric identification are not minimum requirements under this

SOW.

3.1 Integrated Platform and Prime Accountability

• The Contractor shall deliver the required capability as one operationally integrated Suite rather than as disconnected point products that require Government personnel to manually export, re-key, or reconcile data.

• One prime contractor shall be contractually accountable for the integration, performance, security, support, service levels, audit obligations, and acceptance of every native, partner-supplied, or subcontractor-supplied component.

• The Suite shall maintain a shared operational data model in which persons, aliases, telephone numbers, accounts, facilities, housing units, locations, communications, events, incidents, and cases can be resolved and related across connected sources while preserving the original source records.

• Authorized users shall be able to search, review, correlate, and develop an incident or case across communications, voice, video, detainee-management, movement, incident, and investigative information from one operational environment.

• A common identity and role model shall govern access across the Suite. The Contractor shall support single sign-on and Government-approved authentication methods and shall identify any separate accounts, administrative consoles, or role stores required by the offered configuration.

• All required components shall contribute to a unified, tamper-evident, exportable audit framework that records user activity, SI and system actions, alerts, acknowledgements, dispositions, exports, configuration changes, model changes, and administrative actions.

• Cross-source and cross-modality correlation shall occur as a native system function. A common invoice, shared branding, launch page, data export, nightly batch reconciliation, or manual re-search does not by itself satisfy the integrated-platform requirement.

• The Contractor shall identify every product, module, data source, model, service, appliance, partner, and dependency necessary to provide the Suite, together with the current production version and support status of each.

3.2 Data Integration and Interoperability

• The Suite shall connect to authorized ICE and facility telephone, tablet, messaging, electronic-mail, video-visitation, video-management-system (VMS), camera, detainee/offender management system (OMS), movement, incident, and investigative or case-management sources designated by the Government.

• The communications intelligence capability shall be provider-agnostic and shall ingest authorized records through documented, supported interfaces independent of any single communications provider. A change in communications provider shall not cause loss of historical transcripts, analyses, alerts, annotations, case records, or audit history.

• The video analytics capability shall layer over approved existing IP cameras and VMS platforms, preserve existing officer-facing camera views and core recording functions, and avoid wholesale camera replacement unless a specific, Government-approved deficiency requires limited remediation.

• The Contractor shall provide documented REST APIs, web services, secure file interfaces, configurable connectors, and bulk import/export capabilities appropriate to the source systems. API and file outputs shall use Government-approved machine-readable formats such as JSON, CSV, or other documented non-proprietary formats.

• The Suite shall support both continuous or near-real-time ingestion and historical backfill. The Contractor shall document the direction of each data flow, refresh interval, latency, expected volume, access method, source-system dependency, and error-handling process.

• The Suite shall preserve source identifiers, timestamps, time zones, data provenance, and relationships needed for reconciliation, evidentiary traceability, oversight, and transition.

• The Suite shall identify failed, incomplete, late, duplicate, or inconsistent records and provide a monitored exception workflow. The Contractor shall reconcile received records against authoritative source counts or other Government-approved completeness measures.

• The Government shall be able to export source material, transcripts, translations, derived analyses, alerts, annotations, case records, relationships, configuration, and audit records in documented usable formats during performance and at contract closeout, subject to lawful third-party data-license limitations expressly disclosed in the proposal and contract.

3.3 Authorized Communications Ingestion and Management

• The Suite shall automatically ingest, uniquely identify, index, and retain permitted content and metadata from recorded non-privileged detainee calls and supported electronic communications, including supported messaging, electronic mail, tablet or kiosk content, and video-visitation audio.

• The Suite shall retain available communication metadata, including source-system identifiers, date and time, duration, facility, housing or account information, participating numbers or accounts where lawfully available, channel, language, and processing status.

• The Suite shall enforce Government-approved protected-content exclusions using source flags, protected numbers, accounts, sessions, users, and policy rules. Protected communications shall not enter ordinary transcription, translation, biometric matching, search, alerting, summarization, or analytic workflows.

• The Contractor shall provide auditable negative testing of protected-channel exclusions and shall document system behavior when a source flag is missing, late, inconsistent, or subsequently corrected.

• The Contractor shall state when processing begins for each source type and shall support continuous 24 hours per day, 7 days per week, 365 days per year ingestion at the Government-approved workload.

• The Suite shall support configurable retention, legal hold, release, and disposition rules consistent with Government records, privacy, litigation, and investigative requirements.

3.4 Multilingual Communications Intelligence

• The Suite shall automatically identify spoken and written language, transcribe authorized audio, and translate supported non-English communications into English without requiring an operator to select the language in advance.

• The Contractor shall separately identify language and dialect coverage for language identification, speech-to-text transcription, translation, search, semantic analysis, and alerting, and shall disclose any channel-specific or audio-quality limitations.

• The Suite shall provide speaker separation or diarization when supported by the source audio and shall maintain time-aligned access from the transcript and translation to the underlying audio.

• The Suite shall support natural-language, keyword, Boolean, wildcard, phonetic, and structured searches across authorized communications and connected records.

• The Suite shall analyze meaning and context beyond exact-string matching and shall identify relevant coded language, slang, misspellings, mispronunciations, and evolving terminology from conversational context.

• The Suite shall support Government-managed categories, watch terms, indicators, and local terminology while retaining semantic analysis that is not limited to a static dictionary.

• The Suite shall identify emerging or statistically unusual terminology over configurable periods and shall allow authorized personnel to review the source context before adding or changing a monitored indicator.

• The Suite shall generate concise summaries and may support draft investigative or intelligence reports, provided every material statement remains linked to the supporting audio, transcript, translation, metadata, or record and is reviewed by an authorized human before consequential use or external dissemination.

• The Suite shall provide configurable near-real-time alerts and prioritized review queues for Government-defined communication indicators. The Contractor shall report processing latency, transcription and translation quality, alert accuracy, and known limitations under representative detention audio conditions.

3.5 Voice Identity Intelligence

• The Suite shall create and improve voice profiles from authorized existing recordings without requiring a separate enrollment session, subject cooperation, or new recording hardware.

• The Suite shall identify the potential actual speaker independently of the PIN, account, telephone number, or device used and shall detect potential PIN or account sharing by comparing the caller voice against the authorized account-holder profile.

• Where supported by available audio and Government-approved use, the Suite shall detect potential receiver-side deception by comparing a receiving-party voice against the profile associated with the dialed number, including potential call-forwarding or pass-through arrangements.

• The Suite shall detect and present additional voices, potential three-way calls, in-room coaching, or other third-party participation, including channel-specific analysis where the source recording supports it.

• Authorized personnel shall be able to submit an approved external voice sample, such as a tip, interview, or other lawfully obtained recording, and search the authorized corpus for potential matching speakers.

• The Suite shall support matching the same potential speaker across authorized accounts, telephone numbers, devices, facilities, and historical recordings and, where separately authorized, across participating agencies.

• Every potential match shall include a confidence or similarity indication, audio-quality information, access to the supporting audio, and a human-confirmation workflow. Voice matches shall be treated as investigative leads and shall not be represented as conclusive identification.

• The Contractor shall disclose measured match, false-match, and false-nonmatch performance; decision thresholds; minimum usable audio duration; degradation under noise, compression, clipping, limited duration, and poor handset quality; and any demographic-performance or bias testing conducted, together with known limitations.

• The Suite shall enforce Government-approved access, retention, deletion, and audit controls for voice profiles and templates and shall support Government-directed deletion when legally and operationally authorized.

3.6 Video Intelligence and Facility Awareness

• The Suite shall analyze approved live camera feeds continuously and concurrently and shall support retrospective analysis of recorded footage. Real-time and retrospective processing are separate required functions.

• The Suite shall integrate with approved existing cameras and VMS platforms using documented interfaces. Analytics failure, degradation, maintenance, or disconnection shall not stop or degrade the underlying camera recording and retention function.

• The Contractor shall support Government-approved cloud, on-premises, edge, or hybrid processing boundaries and shall provide a data-flow diagram showing where video is processed, transmitted, cached, and stored.

• Authorized administrators shall be able to configure facility-specific zones, schedules, event classes, thresholds, privacy masks, retention, alert destinations, and operational rules. Every configuration change shall be logged.

• The Suite shall monitor camera, stream, processor, and analytic health and shall notify authorized personnel when a feed is unavailable, analytics fall behind, frames are dropped, or coverage is degraded.

• The Suite shall detect and alert on Government-approved safety, security, and operational events, including fights or aggression, crowd formation or coordinated group movement, person-down events, falls, prolonged immobility, potential staff-safety events, isolation or withdrawal, unusual movement or interaction, restricted-zone entry, unusual congregation, and configured perimeter or environmental anomalies.

• Where approved, the Suite shall identify behavioral or communication indicators associated with acute distress, self-harm, coercion, or other wellness concerns and route them to appropriately trained staff for review. The capability supplements and does not replace welfare checks, clinical judgment, or established response procedures.

• The Suite shall support interaction and association analysis that helps authorized personnel understand who interacted, when and where the interaction occurred, and how observable patterns change over time, without treating an association alone as proof of misconduct.

• Safety-critical detections shall reach the responsible staff member while the event is still occurring or in time for operational response. The Contractor shall state and demonstrate event-to-alert latency by detection class at the Government-approved camera count and hardware configuration.

• Each alert or event shall retain time-stamped source video, clips, metadata, detection information, confidence or quality indicators, and the identifiers necessary for verification, investigation, after-action review, and evidence export.

3.7 Automated Count and Missing-Person Support

• The Suite shall generate automated detainee headcounts within Government-validated camera zones and shall compare observed counts with authoritative roster, housing, and movement information applicable to the location and time.

• The Suite shall identify count discrepancies, unexpected occupancy, or a potentially unaccounted-for detainee and shall initiate a Government-approved workflow that presents relevant records and searches available camera footage for staff review.

• When a camera view is obstructed, degraded, incomplete, or otherwise insufficient to support a count, the Suite shall report the limitation and request human action rather than produce an unsupported result.

• Automated count shall not replace a required physical or human count unless ICE separately approves the operational procedure after validation. Staff shall retain authority to confirm, reject, override, and document the automated result.

• The Contractor shall report count accuracy by zone and condition, false discrepancy rates, processing time, known environmental limitations, and observed labor or review-time effects during the pilot and acceptance period.

• Video-based facial recognition, biometric roster verification, and biometric identification of individuals in motion are not minimum requirements. Any proposed use of those capabilities shall be separately identified, technically isolated or configurable, and subject to Government legal, privacy, civil-rights, labor, biometric-governance, security, and operational approval before activation.

3.8 Cross-Modal Intelligence, Entity Resolution, and Link Analysis

• The Suite shall extract and normalize relevant entities and attributes from authorized communications, video events, and connected records, including names, aliases, accounts, telephone numbers, locations, housing units, organizations, dates and times, incidents, and other Government-approved identifiers.

• The Suite shall resolve duplicate or variant references to a shared entity while preserving each source record, the basis for the linkage, confidence or uncertainty, conflicting evidence, and analyst corrections.

• The Suite shall automatically connect communications findings, potential voice matches, video events, detainee-management information, movement, incidents, and investigative records by person, time, location, account, event, or other approved relationship.

• A communication lead shall be able to prompt review of related video, movement, identity, incident, or case data within the same workflow; a video or count exception shall be able to prompt review of related communications and authoritative records without manual export or re-entry.

• The Suite shall provide explainable relationship and timeline views that allow authorized personnel to inspect the supporting source for each node, edge, event, or asserted relationship and to accept, reject, or correct an SI-generated linkage.

• Correlation shall occur continuously as new authorized information is ingested. The Contractor shall state the interval between a source-system update and its availability in search, alerts, and correlated results.

• Optional outside-party identity enrichment using public or proprietary data sources and optional agentic or autonomous multi-step analytical assistance are not minimum requirements. If offered, they shall be separately identified, lawfully sourced, fully auditable, subject to human review, and activated only after specific Government authorization.

3.9 Alerts, Escalation, Wellness, and Human Review

• The Suite shall support configurable alert tiers, including critical, elevated, and informational categories, with Government-defined routing by facility, zone, event type, role, schedule, and mission function.

• Alerts shall be deliverable through Government-approved dashboards, email, text, mobile, or integrated workflow channels and shall contain the event type, priority, time, location, originating modality, confidence or quality information, and supporting source material needed for verification.

• Critical alerts shall persist until acknowledged or otherwise disposed of under an approved workflow. The Suite shall de-duplicate and group related observations so that one event does not create an unmanaged cascade of alerts.

• The Suite shall log acknowledgement, assignment, escalation, disposition, reviewer rationale, and relevant response information for each alert. Supervisors shall be able to review open, overdue, and completed alerts.

• Authorized personnel shall be able to identify a false positive or incorrect linkage and provide a disposition that is retained in the audit record. The Contractor shall use approved feedback and measured performance to tune thresholds and improve operational accuracy without using Government data for unauthorized model training.

• Wellness and self-harm indicators shall be treated as decision-support signals for appropriately trained staff. The Suite shall not diagnose an individual or replace required clinical assessment, welfare checks, supervision, or emergency-response procedures.

3.10 Investigative Workflow, Evidence, Reporting, and Audit

• The Suite shall provide role-appropriate dashboards that consolidate current communications and video intelligence, alerts, cases, system status, and workload information in one operational view.

• Authorized users shall be able to tag, annotate, save, organize, assign, review, and export findings within an incident or case while preserving access to every underlying source item.

• The Suite shall produce evidence packages containing Government-selected source audio, video, transcripts, translations, metadata, annotations, relationships, audit records, and integrity information in approved formats.

• Evidence exports shall include unique identifiers, timestamps, source references, chain-of-custody information, and hashes, checksums, digital signatures, or equivalent integrity controls. Every export shall be immutably logged.

• The Suite shall support supervisory review, report generation, records-response support, litigation support, and transition of authorized case and evidentiary information without requiring specialized data-science expertise.

• Any SI-generated summary, report language, timeline, relationship, alert, or finding shall be clearly identified as SI-assisted or SI-generated where applicable, traceable to supporting evidence, and subject to authorized human review and correction.

• The Suite shall maintain a unified, tamper-evident, exportable audit record of ingestion, searches, views, queries, SI actions, alerts, acknowledgements, dispositions, case changes, exports, role changes, configuration changes, model changes, administrative actions, and access to protected or biometric information.

3.11 Security, Privacy, Legal Compliance, and SI Governance

• The Contractor shall comply with Section 5 and Appendices A through D, Section 15, and Section 16 of this SOW, together with all applicable federal, DHS, and ICE cybersecurity, privacy, records, civil-rights, civil-liberties, accessibility, and SI-governance requirements.

• The Suite shall encrypt sensitive information at rest and in transit using Government-approved cryptographic methods; enforce role-based access and least privilege; support Government-approved multifactor authentication, PIV, and federated identity; and log all privileged activity.

• The Contractor shall document hosting, tenancy, data segregation, data residency, system boundaries, third-party services, model services, data flows, interconnections, and the precise scope of every security authorization or independent attestation claimed for the offered configuration.

• The Suite shall technically enforce privileged-communication and protected-content exclusions and shall support privacy masks or exclusion zones for approved camera areas. Authorized users shall not be able to search, filter, rank, or target individuals based on protected-class characteristics.

• ICE shall retain ownership and control of Government-furnished data and Government-generated program data and derived outputs. The Contractor shall not use nonpublic Government data, communications, video, voice templates, prompts, outputs, or derived information to train, tune, evaluate, or improve models serving other customers or for any purpose outside the contract without prior written ICE authorization.

• The Contractor shall provide model and component inventories, data and model provenance, version information, system diagrams, testing and evaluation artifacts, known limitations, accuracy and reliability results, security and misuse testing, and change-management documentation sufficient for ICE review.

• All consequential determinations shall remain with trained Government personnel. SI output shall not serve as the sole evidence for punitive, enforcement, custody, disciplinary, medical, legal, or release action.

• The Contractor shall notify ICE before material model or configuration changes, retest affected capabilities, preserve comparability where required, and provide rollback or suspension procedures when a change introduces unacceptable risk or performance degradation.

• Sensitive biometric capabilities shall be independently configurable. Voice identity processing required by this SOW and any optional video biometric processing shall operate only within Government-approved purposes, populations, areas, retention periods, and access controls, with complete logging and Government-directed deletion capability.

3.12 Enterprise Operations, Administration, and Scalability

• The Suite shall support multiple ICE detention facilities, facility operators, communications providers, VMS products, source-system vendors, user organizations, roles, and workload volumes through centralized administration and facility-level segregation.

• The Contractor shall state supported and tested processing capacity for communication hours, messages, concurrent video streams, stored video, records, searches, alerts, users, facilities, and API transactions and shall identify scaling limits and required infrastructure.

• The Suite shall automatically scale or otherwise sustain Government-approved workloads and surges without silent queuing, dropping records, or degrading safety-critical alerting.

Authorized administrators shall be notified when processing falls behind or capacity thresholds are approached.

• The Contractor shall provide centralized configuration, licensing and entitlement management, usage reporting, health monitoring, performance reporting, audit review, and role administration while preserving approved facility and case boundaries.

• The Contractor shall provide 24x7x365 support, incident escalation, continuity, backup, disaster recovery, maintenance, upgrades, vulnerability remediation, and transition assistance for the complete Suite under one support model.

• The Contractor shall disclose user, facility, camera, storage, message, minute, API, data-source, and processing limits and all costs or licensing consequences associated with exceeding those limits.

3.13 Implementation, Integration, Training, and Transition

• The Contractor shall perform a structured implementation consisting of discovery and site assessment, architecture and security planning, source-system integration, configuration, historical backfill as approved, pilot, acceptance testing, phased deployment, production cutover, stabilization, and ongoing performance tuning.

• Before deployment at each site, the Contractor shall assess source systems, camera and VMS compatibility, camera coverage, image quality, lighting, placement, network capacity, processing capacity, facility workflows, protected areas, data availability, and required remediation.

• The Contractor shall identify which source systems and versions have current production connectors and distinguish them from interfaces requiring configuration, partner cooperation, custom development, source-vendor licensing, or other material work.

• The Contractor shall provide architecture, interface-control, configuration, data-flow, role, retention, audit, security, privacy, SI-governance, migration, test, training, operations, continuity, and transition documentation and shall maintain that documentation throughout performance.

• The Contractor shall provide role-based training for investigators, intelligence personnel, detention and control-room staff, supervisors, administrators, security personnel, and other approved users, together with train-the-trainer materials and updated user and administrator guides.

• The Contractor shall support continuing threshold calibration, false-positive review, accuracy assessment, operational workflow refinement, and model or configuration validation as part of the service and not as an unpriced Government integration responsibility.

• At transition-out, the Contractor shall provide knowledge transfer, complete Government-authorized data and evidence exports, configuration and interface documentation, audit records, current component and model inventories, deletion or return certifications, and reasonable assistance needed to avoid loss of investigative history or mission continuity.

3.14 Acceptance and Verification

The Government will determine acceptance through inspection of required documentation, interface and security reviews, focused functional tests, representative data processing, Government-observed demonstrations, reference validation where appropriate, and one end-to-end integration scenario. Proposal statements or product certifications without supporting evidence do not establish acceptance.

The Government may provide representative synthetic or lawfully authorized data and will establish the final test conditions, workloads, languages, systems, camera counts, performance thresholds, and security boundaries before formal acceptance testing. The Contractor shall record product and component versions, configuration, data conditions, limitations, measurements, artifacts, and corrective actions for each test.

The end-to-end integration scenario shall begin with a flagged authorized communication and, within one continuous operational session, require the Suite to:

o Present the alert, source audio, transcript, translation where applicable, metadata, and summary, with each output traceable to source;

o Present the potential speakers, any account or PIN mismatch, and any additional voice supported by the recording, with confidence and human review controls;

o Resolve the relevant detainee and account information to authorized roster, housing, movement, incident, and investigative records without re-keying the query;

o Retrieve related video events and source footage for the relevant person, location, and time window;

o Present the related persons, times, locations, records, and events in a relationship or timeline view and permit the reviewer to inspect and reject an incorrect linkage;

o Create one case or incident record and one exportable evidence package; and o Produce one audit export that shows every action taken across the components used during the session.

A workflow that requires a user to switch unrelated products, manually export and re-import data, re-enter the same query, rely on a future roadmap item, or reconcile separate audit records does not satisfy the required end-to-end acceptance outcome.

4.0 Service Level Agreements (SLA)

The Contractor shall provide service levels that ensure the Suite and all required components, connectors, APIs, edge devices, hosted services, and support functions meet ICE operational needs. The SLA applies across native and partner-supplied components and shall be administered through one accountable support and escalation model. The Contractor shall provide monthly SLA, capacity, incident, performance, quality, and availability reports.

4.1 Software Availability and Continuity

The Contractor shall make production Suite functions available at least 99.9 percent of the time, 24 hours per day, 365 days per year, excluding Government-approved scheduled maintenance.

The Contractor shall provide full backups at least daily and retain backup files for at least thirty

(30) days. Unless superseded by an approved system-specific continuity plan, the maximum Recovery Time Objective (RTO) shall be forty-eight (48) hours and the maximum Recovery Point Objective (RPO) shall be twenty-four (24) hours. Failure or unavailability of the analytics layer shall not interrupt underlying communications, camera recording, VMS retention, or authoritative source-system operations.

4.2 Incident Response and Resolution

The Contractor shall provide 24x7x365 support. For a critical incident involving complete outage, loss of a required safety-critical capability, data loss, or a confirmed or suspected security incident, the Contractor shall respond within one (1) hour and target restoration or an approved workaround within four (4) hours. For a high-severity issue involving major loss of functionality, the Contractor shall respond within two (2) hours and target resolution within one

(1) business day. For other issues, the Contractor shall respond within four (4) hours and target resolution within three (3) business days. The Contractor shall maintain an incident escalation path and provide regular status updates until closure. Security incidents and vulnerabilities shall be reported as required by the applicable contract clauses and, in no event later than one (1) hour after discovery when the deliverable table or security requirements establish that period.

4.3 Processing, Correlation, and Alert Performance

• Authorized communications shall be ingested, transcribed, analyzed, and made searchable in near real time at the approved workload. The Contractor shall report source-availability-to-result latency by source and processing stage.

• Safety-critical live video detections shall be analyzed continuously and surfaced while the event is occurring or in time for operational response. The Contractor shall report event-to-alert latency by detection class, facility configuration, and camera count.

• Cross-source updates shall become available to search, correlation, alerts, and case workflows within Government-approved intervals. The Contractor shall identify and report processing queues, dropped or failed records, unavailable feeds, and conditions that delay correlation.

• The Suite shall not silently drop frames, records, alerts, or processing work. It shall alert authorized administrators when analytic processing falls behind or a source connection or camera stream is degraded.

4.4 Accuracy, Quality, and Model Performance

The Contractor shall report and continuously monitor the accuracy, quality, false-positive, false-negative, match, false-match, false-nonmatch, latency, and reliability measures applicable to each enabled capability. Measures shall identify test data, environmental and demographic conditions where applicable, thresholds, sample sizes, known limitations, and material changes from prior reporting. Final acceptance thresholds will be established by ICE using representative data and validated operational conditions. Threshold calibration, approved configuration tuning, and correction of performance defects shall be included in the service.

4.5 Routine Maintenance

The Contractor shall provide at least forty-eight (48) hours advance notice of scheduled maintenance that may affect availability or performance. Maintenance shall be scheduled outside ICE core business hours whenever possible and coordinated to minimize interruption of mission-critical operations. Emergency maintenance shall be communicated as soon as practicable and shall include the reason, affected components, expected impact, and restoration plan.

4.6 Upgrades, Patches, and Model Changes

The Contractor shall provide at least five (5) business days advance notice of major upgrades, configuration changes, connector changes, or model changes that may affect functionality, integrations, user experience, detection behavior, historical comparability, security, compliance, reporting, or data formats. Security patches shall be handled under applicable DHS and ICE requirements. Material changes shall be tested before production deployment, documented, and subject to Government approval when required. No upgrade shall materially reduce a required capability or remove access to historical records without written Government approval.

4.7 SLA Reporting and Corrective Action

Monthly reports shall identify availability, outages, incident response and resolution, source-ingestion completeness, processing latency, capacity and backlog, detection and match performance, false-alert disposition, security and vulnerability status, maintenance and upgrades, model or configuration changes, open defects, corrective actions, and SLA exceptions. Repeated or material failure shall require a Government-approved corrective-action plan and shall be subject to the remedies established by the contract.

5.0 Appendix A – General Cybersecurity Contract Requirements

A.1 Not Applicable.

A.2 In accordance with ITAR 4.5.3.1 – Compliance with DHS Security Policy Terms and Condi-tions.

The following requirement should be incorporated into all acquisition documents for CUI REQUESTS:

Compliance with DHS Security Policy Terms and Conditions:

All hardware, software, and services provided under this task order must be compliant with DHS 4300A DHS Sensitive System Program 4300A version 13.3 Feb. 13, 2023 and attachments.

A.3 In accordance with ITAR 4.5.3.4 and ITAR 4.5.4.4 – Security Review

The following clause should be incorporated into ALL acquisition documents:

Security Review Terms and Conditions

The Government may elect to conduct periodic reviews to ensure that the security requirements contained in this contract are being implemented and enforced. The Contractor shall afford ICE, including the organization of ICE Office of the Chief Information Officer, the Office of the

Inspector General, authorized Contracting Officer Representative (COR), and other government oversight organizations, access to the Contractor's facilities, installations, operations, documentation, databases and personnel used in the performance of this contract. The Contractor will contact ICE Chief Information Security Officer to coordinate and participate in the review and inspection activity of government oversight organizations external to ICE.

Access shall be provided to the extent necessary for the government to carry out a program of inspection, investigation, and audit to safeguard against threats and hazards to the integrity, availability, and confidentiality of ICE data or the function of computer system operated on behalf of ICE, and to preserve evidence of computer crime.

A.4 In accordance with ITAR 4.5.3.7 – Supply Chain Risk Management

The following clause should be incorporated into ALL acquisition documents, but exclude services-only contracts:

Supply Chain Risk Management Terms and Conditions

The Contractors supplying the Government hardware and software shall provide the manufacturer's name, address, state and/or domain of registration, and the Data Universal Numbering System (DUNS) number for all components comprising the hardware and software. If subcontractors or subcomponents are used, the name, address, state, and/or domain of registration and DUNs number of those suppliers must also be provided.

Subcontractors are subject to the same general requirements and standards as prime contractors.

Contractors employing subcontractors shall perform due diligence to ensure that these standards are met.

The Government shall be notified when a new contractor/subcontractor/service provider is introduced to the supply chain, or when suppliers of parts or subcomponents are changed.

Contractors shall provide, implement, and maintain a Supply Chain Risk Management Plan that addresses internal and external practices and controls employed to minimize the risk posed by counterfeits and vulnerabilities in systems, components, and software.

The Plan shall describe the processes and procedures that will be followed to ensure appropriate supply chain protection of information system resources developed, processed, or used under this contract.

The Supply Chain Risk Management Plan shall address the following elements:

How risks from the supply chain will be identified;

What processes and security measures will be adopted to manage these risks to the system or system components; and

How the risks and associated security measures will be updated and monitored.

The Supply Chain Risk Management Plan shall remain current through the life of the contract or period of performance. The Supply Chain Risk Management Plan shall be provided to the Contracting Officer Representative (COR/CO) 30 days post award.

The Contractor acknowledges the Government's requirement to assess the Contractors Supply Chain Risk posture. The Contractor understands and agrees that the Government retains the right to cancel or terminate the contract, if the Government determines that continuing the contract presents a risk to national security.

The Contractor shall disclose, and the Government will consider, relevant industry standard certifications, recognitions and awards, and acknowledgments.

The Contractor shall provide only new equipment unless otherwise expressly approved, in writing, by the CO. Contractors shall provide only Original Equipment Manufacturer (OEM) parts to the Government. In the event that a shipped OEM part fails, all replacement parts must be OEM parts.

The Contractor shall be excused from using new OEM (i.e. "grey market, "previously used) components only with formal Government approval. Such components shall be procured from their original source and have them shipped only from manufacturers authorized shipment points.

For software products, the contractor shall provide all OEM software updates to correct defects for the life of the product (i.e., until the “end of life"). Software updates and patches must be made available to the government for all products procured under this contract.

Contractors shall employ formal and accountable transit, storage, and delivery procedures (i.e., the possession of the component is documented at all times from initial shipping point to final destination, and every transfer of the component from one custodian to another is fully documented and accountable) for all shipments to fulfill contract obligations with the Government.

All records pertaining to the transit, storage, and delivery will be maintained and available for inspection for the lessor of the term of the contract, the period of performance, or one calendar year from the date the activity occurred.

These records must be readily available for inspection by any agent designated by the U.S.

Government as having the authority to examine them.

This transit process shall minimize the number of times en route components undergo a change of custody and make use of tamper-proof or tamper-evident packaging for all shipments. The supplier, at the Government's request, shall be able to provide shipping status at any time during transit.

The Contractor is fully liable for all damage, deterioration, or losses incurred during shipping and handling, unless the damage, deterioration, or loss is due to the Government. The Contractor shall provide a packing slip which shall accompany each container or package with the information identifying the contract number, the order number, a description of the hardware/software enclosed (Manufacturer name, model number, serial number), and the customer point of contact. The contractor shall send a shipping notification to the intended government recipient or contracting officer. This shipping notification shall be sent electronically and will state the contract number, the order number, a description of the hardware/software being ship (manufacturer name, model number, serial number), initial shipper, shipping date and identifying (tracking) number.

E.1 Not Applicable

A.5 In accordance with White House Digital Government BYODTK – Mobile Information Technology Device Policy

The following passage should be included in ALL acquisition documents for Mobile devices:

Mobile Information Technology Device Usage

Users who conduct official DHS ICE business on a mobile IT device must:

a) Sign the Remote Access and Mobile IT Device User Agreement Form.

b) Operate the device in compliance with this policy, all applicable federal requirements, and the DHS ICE Remote Access and Mobile Information Technology Guide.

c) Not…