Solicitation Number_70CDCR23R00000005_FINAL 01-30-2023.pdf

PDF 2 MB Posted Jan 30, 2023

Attached to: Noncitizen Communication Services Federal contract opportunity
Solicitation number: 70CDCR23R00000005
Issued by: Immigration and Customs Enforcement

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Written by GovTribe AI · Dec 30, 2023

This document outlines a solicitation for noncitizen communication services issued by U.S. Immigration and Customs Enforcement. ICE seeks to award a single contract for commercial items on a small business set-aside basis under NAICS code 517121 with a small business size standard of 1,500 employees. The contractor shall provide communication services to noncitizens and maintain an approved accounting system to support cost data reporting under a fixed firm unit price contract awarded using FAR Part 15 procedures. The solicitation number is 70CDCR23R00000005 with responses due by the date specified in Solicitation Number_70CDCR23R00000005_FINAL 01-30-2023.pdf. ICE intends for the awarded contract to establish a fixed unit price for required noncitizen communication services.

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Other files for this federal contract opportunity

Other files attached to Noncitizen Communication Services, newest first.
File	Type	Posted
Solicitation Number_70CDCR23R00000005_FINAL 01-30-2023.pdf	PDF	Feb 13, 2023
Attachment A - Rate Sheet.xlsx	XLSX spreadsheet	Jan 30, 2023
Attachment B - Authorized List of Facilities.xlsx	XLSX spreadsheet	Jan 30, 2023
Service Level Agreement TABLE_2022.pdf	PDF	Jan 30, 2023

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RFP NUMBER: 70CDCR23R00000005

SECTION B:

SUPPLIES OR SERVICES AND

PRICES/COSTS

B.1 GENERAL

The U.S. Department of Homeland Security, U.S. Immigration and Customs Enforcement (DHS/ICE) is issuing a competitive RFP as a small business set aside. The North American Industry Classification System (NAICS) code is 517121 Telecommunication Resellers, and the small business standard in number of employees is 1,500. DHS/ICE intends to award a single contract from this solicitation for commercial items under Federal Acquisition Regulations (FAR) Part 12 (Acquisition of Commercial Products and Commercial Services) using the source selection procedures of FAR Part 15 (Contracting by Negotiation).

B.2 CONTRACT PRICING

The SF 33 represents the Contract Line-Item Number (CLIN) structure expected upon award.

However, Offerors are instructed to fill in Attachment A – Rate Sheet. All base and option period pricing shall be incorporated into this contract upon award. The rates provided by the Contractor will be utilized to bill against the applicable CLIN.

B.3 CONTRACT TYPE

This solicitation intends to establish a Fixed Firm Unit Price. The contractor shall maintain an approved accounting system to permit timely and accurate development of all necessary cost data in the format required by the proposed contract type.

B.4 OTHER DIRECT COSTS (ODCs)

All ODCs require prior approval from the COR.

[END OF SECTION B]

SECTION C:

DESCRIPTION/SPECIFICATIONS/

PERFORMANCE WORK STATEMENT

U. S. Department of Homeland Security Immigration and Customs Enforcement

Performance Work Statement (PWS)

Noncitizen Communications Service (NCS)

Table of Contents

C.1 Background……………………………………………….……..…….

C.2 NCS PWS…………………………..…………………………………..

C.3 NCS History…………………………………………………………

C.4 Purpose/Scope…………….……………………………….…………...

C.4.1 Noncitizen Communications Service, Hardware & Security Features

C.4.2 Pro Bono System…………….……………………………….…....…

C.4.3 Language Requirements for NCS (Including Pro Bono)………....….

C.4.4 Debit and Collect Calling System at Primary Detention Facilities…..

C.4.5 Transition………….……………………………………...…………..

C.4.6 Refund/Rebate Requirements………………..………………...……...

C.4.7 Training Requirements……………….……..……………………...…

C.4.8 Quality Assurance Surveillance Plan (QASP)……….….………...…..

C.4.9 Reporting Requirements……………………………..…………...…

C.5 Performance Incentive………………………………………………

C.6 Cybersecurity Requirements…………………………………………

C.7 Records Management Requirements…………………………………

C.8 ITAR Requirements……………………………………………………...

C.9 Security Requirements……………………………………………….…..

C.10 Constraints……………………………………………………………...

C.11 Litigation, Litigation Support and Special Conditions………………

PERFORMANCE WORK STATEMENT

U. S. Immigration and Customs Enforcement

ICE Noncitizen Communications Service (NCS)

C.1 Background The United States Department of Homeland Security (DHS), United States Immigration and Customs Enforcement (ICE) is responsible for the detention, health, welfare, transportation and deportation of illegal aliens in removal proceedings and aliens subject to final order of removal from the United States in accordance of the immigration laws of the United States. ICE Detention Standards guarantee all noncitizens free telephone access through a pro bono network. Free access is granted to: Embassies, Consulates, the Department of Homeland Security (DHS) Office of Inspector General (OIG) hotline, the ICE Office of Professional Responsibility (OPR) Joint Intake Center (JIC), the ICE Detention Reporting and Information Line (DRIL), Office for Civil Rights and Civil Liberties (CRCL), Department of Justice (DOJ), Executive Office for Immigration Review (EOIR), and approved pro bono and community based free immigration legal services providers.

The ICE Noncitizen Communications Service (NCS) provides communications services (described below) for Contract Detention Facilities (CDF), ICE-owned Service Processing Centers (SPC), Dedicated Intergovernmental Service Agreements (DIGSA), and state and local facilities operating under intergovernmental service agreements (IGSA), and temporary holding facilities. Primary detention facility locations include CDFs, SPCs, and DIGSAs. Secondary detention facility locations include IGSAs.

Tertiary facilities include temporary holding cells and other facilities as directed by ICE.

C.2 NCS PWS

This PWS describes DHS/ICE NCS objectives and requirements for the NCS. The scope of the PWS should comply with ICE Detention Standards, American Correctional Association (ACA) Standards and meet the requirements described in this solicitation and outlined below.

C.3 NCS History Currently NCS is provided at 39 ICE Primary detention facilities, approximately 300 Secondary detention facilities and approximately 64 Tertiary facilities. The Government reserves the right to change, either increase or decrease, the number of Primary, Secondary and Tertiary sites at any time during the term of the contract. When the Government requests an increase with a facility, the offeror should propose the time frame to get the facility operational with NCS.

A pro bono telephone network is required at all Primary, Secondary, and Tertiary facilities. The pro bono network transmits calls made by noncitizens free of charge to ICE identified entities (e.g., embassies, consulates, pro bono attorneys, immigration court etc.) by utilizing access numbers associated to the corresponding authorized numbers.

There are currently approximately 2,000 pro bono speed dial numbers and an additional approximately 800 numbers related to litigation Settlements. The number of pro bono speed dial numbers can be expected to fluctuate through the life of the contract. The contractor is responsible for ensuring the pro bono service is provided at all times.

Contractor shall ensure calling service at Primary facilities for all intrastate and interstate debit, collect, and prepaid collect and international debit calls. The contractor will also provide tablet services at the Primary facilities which includes, but not limited to the features listed in this PWS. At Tertiary facilities, the contractor shall provide for all intrastate and interstate collect phone calls and prepaid debit calls. Only free (pro bono) calls are provided at Secondary detention facilities; intrastate and interstate debit, collect, and prepaid collect calling services are not provided at Secondary facilities.

At Primary and Tertiary facilities, the contractor is responsible for installing system hardware; as well as maintaining and repairing the Communications system and ensuring required service is provided at all times. The contractor has the exclusive right to sell debit calling service to noncitizens, and to charge fees for collect calls, as well as the exclusive right to all revenue generated at ICE Primary and Tertiary Facility locations.

Calls made from Primary sites will be recorded and monitored unless directed by ICE, Pro bono calls are NOT monitored or recorded at any facility.

C.4 Purpose/Scope This contract is for the NCS which provides a pro bono telephone network for noncitizens housed at all Primary, Secondary, and Tertiary Facilities. At Primary facilities, NCS will also provide intrastate and interstate debit, collect and prepaid collect calls and debit international calls via traditional stainless-steel phones as well as tablet service. ICE reserves the right to add or delete facilities as needed. This contract is a set-aside for small businesses under NAICS 517911, Telecommunications Resellers (less than 1,500 employees).

This contract will provide NCS service for noncitizens housed at 39 Primary facilities, approximately 300 Secondary facilities, and approximately 64 Tertiary facilities located throughout the United States as provided under Attachment B - Authorized List of Facilities. Revenue generated from debit, collect, and prepaid collect calls, and tablet usage at Primary facilities and Tertiary facilities will be the sole source of revenue to the contractor. The facilities do not allow incoming calls and no call volume is guaranteed.

Third party revenue sharing agreements to aid in the sale of debit cards are prohibited.

It is the contractor’s responsibility to ensure compliance with all Federal, State and local Regulatory requirements (e.g., FCC regulations, State PUC requirements), and ICE/ERO Detention Standards for Telephone Access (Performance Based National Detention Standards PBNDS 2011 with 2016 Revisions if applicable) provided under https://www.ice.gov/detain/detention-management/2011, and the American Correctional Association (ACA) Standards provided under https://www.aca.org/.

All proposed fees for domestic calls at Primary facilities shall not exceed the “safe harbor rates” outlined in the FCC order on Rates for Interstate Inmate Calling Services, 78 Fed.

Reg. 67956 (November 13, 2013), FCC 21-60, or any future updates to these Orders. If http://www.ice.gov/detain/detention-management/2011 http://www.aca.org/ there are no laws, regulations, or guidelines, the contractor shall follow generally accepted telecommunication practices in this service industry and practices within the inmate/prisoner/noncitizen calling service industry specifically. For unusual actions that are not covered by any of the above, the contractor shall consult with the Contracting Officer. Teaming arrangements and joint ventures are allowed but must be fully defined in the contract. Subcontractor roles and responsibilities must also be described in sufficient detail so that it is clear how requirements of this contract will be achieved.

The contractor shall work closely with the Contracting Officer, Contracting Officer’s Representative (COR) and other ICE headquarters and field staff.

NCS at Primary Detention Facilities The contractor shall provide full NCS at the Primary detention facilities, including a pro bono network, hardware, and a network to place intrastate and interstate debit, collect and prepaid collect, and international debit calls, tablet technology, as described in this PWS.

It will be the contractor’s responsibility to ensure all telephone rates are in compliance with FCC rulings and any subsequent orders and abide by the most current rates for the duration of the contract. Service shall be provided for the current 39 Primary detention facilities listed under Attachment B - Authorized List of Facilities. ICE determines whether facilities are considered Primary or Secondary and may update the list at any time. The 39 Primary facilities currently have approximately 5,200 noncitizen telephones and 7,700 noncitizen tablets. The contractor should anticipate this is a minimal amount of telephones and tablets required and can expect increases/decreases in the number of noncitizens during the contract period. The ratio of phones to noncitizens should be, at a minimum, provided in accordance with PBNDS 2011 with 2016 revisions. The hours of access and time limits are determined by the individual Primary facilities but are normally 7am to 9pm daily. Complete communications services at the Primary facilities are defined as all normal NCS including the requirement to provide physical assets and privacy enclosures. The contractor shall notify the COR of any changes or problems at Primary facilities.

NCS for Secondary Detention Facilities The contractor shall provide a pro bono telephone system at approximately 300 Secondary facilities under Attachment B - Authorized List of Facilities. The pro bono service will allow the noncitizens to access ICE- identified entities, to include Embassies, Consulates, Immigration Courts, the DHS Office of Inspector General (OIG) hotline, the ICE Detention Reporting and Information Line (DRIL), and Executive Office for Immigration Review (EOIR) approved pro bono and community based free immigration legal services providers. Secondary facilities can change at any time and ICE predicts the list to fluctuate monthly by approximately five facilities (additions and deletions). No equipment is required to be provided at these sites. Pro bono calls are accomplished by the noncitizen dialing an access number to a centralized platform.

There are a multitude of inmate telephone service providers currently providing telephone services at Secondary facilities. The contractor shall work with the local calling system provider to connect to the NCS pro bono platform. The contractor is advised that Per Call Compensation, or other access charges, imposed by the local calling system provider at Secondary detention facilities, if any, shall be paid by the contractor and no charges will be assessed to ICE or ICE noncitizens. Approximately 1,917,000 pro bono calls were made, and 1,795,000 minutes in the year 2020 and the duration of each pro bono call completed on average was two minutes. In 2019 pro bono calls were 18% of the total call volume and 2% of the total minutes. In 2020, pro bono calls were 12% of the total call volume and 1% of the total minutes.

The contractor is responsible to verify, on a quarterly basis, the destination probono telephone numbers in the probono system. The contractor will provide updated probono lists to Secondary facilities, or the ICE field office upon request. The contractor will work with the Secondary Facilities and their phone provider to ensure the pro bono platform is continually operating at all facilities. The contractor shall notify the COR of any changes or problems at Secondary facilities. Pro bono telephone numbers will be provided at the time of contract award.

NCS for Tertiary Facilities The contractor shall provide all hardware and telephone lines at the Tertiary facilities at the request and direction of ICE. A Tertiary facility is typically a temporary holding cell (under 72 hours). The level of service is limited to intrastate, interstate, and international destination prepaid, or collect calls, and pro bono service. Currently there are approximately 64 Tertiary facilities under Attachment B - Authorized List of Facilities.

The contractor shall notify the COR of any changes or problems at Tertiary facilities.

C.4.1 Noncitizen Communications Service, Hardware, & Security Features The provision of NCS shall be a comprehensive noncitizen communications service that will allow for intrastate and interstate collect and prepaid collect, debit, and international debit calls. The proposal shall include the installation of new telephone instruments, tablets, including all hardware including privacy enclosures, and software at ICE Primary and Tertiary facilities including the required number of instruments (ratio of at least 1 telephone per every 25 noncitizens, with an optimal goal of 1 telephone to 10 noncitizens at Primary facilities) and any required station cabling to support the NCS. Offerors should include pictures and specifications for the station equipment, privacy enclosures, and tablets including charging stations.

Universal Access: During the course of this contract, it may be required to provide normal calling access for all noncitizens located in Secondary facilities. Provide a solution whereby these noncitizens would have access to the NCS service, assuming the telephone rates remain the same. Please identify any additional cost component, if any, that would be charged to the noncitizen or ICE in order to provide this service.

I. General Station Equipment Requirements The communication station equipment in the NCS shall consist of the following four types of communications devices:

1. PERMANENT TELEPHONES - Permanently mounted wall telephones meeting the specifications outlined in this section.

2. PORTABLE TELEPHONES - Portable or “movable” noncitizen telephones that are used mainly in segregation and medical units and must be manufactured to withstand abuse; must meet correctional grade standards and must not have any loose or removable parts.

3. KIOSK – Offering Quick Connect services or similar with credit card on file.

4. WIRELESS TABLET SYSTEM – Shared Use Model utilizing the tablet inside the facilities, whereby any noncitizen has access to tablets inside the space they are located.

PERMANENT AND PORTABLE TELEPHONES:

The telephone station equipment for both permanent and portable telephones in this NCS shall also satisfy the following minimal components and requirements:

1. Be of newly manufactured, installed, and provide all required materials, hardware, software and

a. Station cabling (where re-use is unavailable or new locations are required) to install it.

b. Contractors are responsible for installing privacy enclosures identical to the enclosures currently installed at all ICE Primary facilities. Upon installation of the privacy enclosures, they become property of ICE. Any repairs or replacements are the responsibility of the contractor.

2. Be powered by the telephone line and require no additional power source.

3. Have physical and design components and attributes that include all of the following:

a. A correctional telephone industry standard design

b. A chrome plated DTMF tone dial that is water, flame and shock resistant

c. A stainless-steel housing that protects the electronic components of the telephone and tamper proof

d. A finish that is mar and scratch resistant

e. An armored handset cord that is resistant to stretching and breaking

f. An installation reinforced by security studs to prevent easy removal of telephone

g. Be compact in design (include diagrams, brochures, and/or photographs of the equipment that will be used)

h. Be true dual-tone multi-frequency (DTMF) compatible

i. Not be capable of being used to program any feature other than the NCS and not be otherwise programmable for any purpose, without the Primary Detention facility written authorization

j. Not include coin entry slots or coin return slots regardless of whether these functions are disabled on the station equipment

k. Be capable of reducing background noise using industry ‘confidencers’ or directional microphones in the handset

l. Be volume controlled by the noncitizen. Include instructions on proper use by noncitizens

m. Provide written dialing instructions in English and Spanish on each telephone station set in a manner which reduces the possibility of being destroyed (Decals and printed labels, stickers other accessible surface instructions are not acceptable for this purpose, unless a specific phone location within a facility is required by the facility)

n. Contain a “warning” statement in both English and Spanish on each telephone station set saying “This call is being recorded” in a manner that reduces or eliminates the possibility of being destroyed (labels or other accessible surface instructions are not acceptable for this purpose)

4. KIOSKS: Contractors are required to place payment kiosks that accept cash or credit cards in the lobby or dorm areas of any facility that requests this service.

Currently, there are 46 kiosks deployed with all the Primary facilities

a. Any deposit made at a kiosk will be credited to the noncitizen account in real-time and will generate a voice message to the noncitizen of the deposited funds.

b. No fees can be charged for cash deposits, and only the retail credit card fee associated with credit card transactions is allowed.

5. WIRELESS TABLET SYSTEM

NCS requires a secure wireless system that allows noncitizens to use a tablet device, analogous to commercial tablets, but with security and survivability features specialized for a corrections environment. The wireless tablets must access a secure, private Wi-Fi network within facilities and make use of applications including:

• Phone calling

• Noncitizen phone logs available on the wireless device

• Educational and self-improvement programs

• Noncitizen electronic messaging

• Facility information distribution and document sharing

• Noncitizen recreation (music, games, e-books)

• Crime tip and PREA reporting

• Photo gallery for friends and family to share photos

• E-cards

• Video messages

• Commissary ordering online

• Electronic submission and tracking of requests and grievances

• Video Visitation On-Demand

• Lexis Nexis Law Library

• Software to provide for the needs of hard-of-hearing and deaf

• Religious materials

• Free content as determined by ICE and contractor

The contractor shall own the product solutions as an integrated package. The phone and table operating platform must be the same platform. Third party interfaces are not acceptable and will be cause for disqualification. The contractor shall confirm the product solution is part of an integrated solution.

Video visitation solutions shall be integrated within the wireless tablet units therefore saving wall space in the cell areas.

Wireless Tablets System Specifications The contractor shall provide a hardened operating system (OS) that removes or restricts administrative OS features such as safe boot, factory reset, wireless tethering, etc. Tablets must be designed for correctional facility use. Tablets shall:

a. Offer noncitizen telephone calling on the tablet and use the same prepaid fund account as the telephone, including the ability for the noncitizen to review their call records on the tablet.

b. Ability to enable communication by allowing friends and family members to use the contractor’s website or mobile applications for friends and family to submit a call request to a noncitizen using a tablet. Status indicators must inform a friend or family member of a noncitizen’s availability, ensuring a timely response.

c. Provide educational and self-improvement programs

d. Provide noncitizen email/messaging. Messaging must provide the ability to attach a photo or video.

e. A blurred background during the video is required.

f. Provide facility information distribution capabilities.

g. Provide noncitizen recreation (music, games, e-books, movies).

h. Provide commissary ordering online.

i. Provide the ability to provide two-way video visitation on demand.

System must be able to provide NCS business rules (time of operation, max duration, etc.) to all two-way video visitation on demand visits.

j. Provide electronic submission and tracking of requests and grievances.

k. Provide the ability to create custom forms through a form builder.

l. Ability to offer specific forms to noncitizens within a specific institution, housing unit and/or based on the noncitizen security level.

m. Provide workflow capability within electronic forms. Workflow capability shall enable electronic routing of forms which can be approved, reviewed, or denied by multiple users or groups within the facility.

n. Provide the ability to broadcast voicemails to one or more noncitizens

o. Provide streaming music to offer more value to noncitizens. Buying MP3 music ala-carte is not acceptable.

p. Provide Crime tip and PREA reporting.

q. Be deployed as a wireless network.

r. Be a hardened, corrections-grade device and not an off-the-shelf product.

s. Provide Access to ICE/Gov’t websites, webapps, native apps, and services as deemed appropriate by government

t. Provide auditing capabilities

u. Provide printing capabilities for tablets

Tablet hardware and accessory capabilities shall include the following:

• Data only enabled USB port (cannot be used to charge other electronics)

• Flame resistant

• Military drop tested

• 8” Screen size at a minimum

• Non-removable Lithium Battery (specify hours it will run with a charge)

• Multiple tablet charging systems available are UL/EL Certified

• The use of earbud headphones is required.

Wireless Tablet Security Requirements Tablet hardware security capabilities shall include the following:

• Exoskeleton with a clear view of tablet components (so facility staff can visually inspect devices for physical intrusion and/or hardware modification)

• USB port should not recognize human interface devices (i.e., keyboards)

• USB port should not recognize Ethernet connections

Tablet operating system security must include the following:

• Locked bootloader (Only Operating Systems digitally signed by contractor can be installed)

• Custom OS that removes risky OS features such as safe boot, factory reset, wireless tethering, etc.

• OS should be capable of remote management that is inaccessible to noncitizens

• Monitor tablet inventory

Network Security

• Contractor shall install their own network and control internet access.

• Contractor network appliance shall have access control lists that are capable of a 1) deny all or 2) whitelist approach.

• Contractor network appliance shall have stateless inspection with 1) attack checking and 2) automatically discard traffic initiated from the internet.

• Contractor network appliance shall deploy only with contractor’s circuit so that only vendor engineers have access to firewall.

Application Security – The contractor shall provide a mobile device management tool capable of the following

• Be a custom solution to meet the needs of corrections environment

• Built into the Operating System layer to prevent removal

• Critical tablet settings must be controlled remotely

• Ability to disable any tablet setting

• Ability to shut down any tablet or group of tablets remotely

• Updated applications can be installed remotely

• Tablet applications can be removed remotely

6. Commissary integration: The NCS at each Primary facility shall have the capability to integrate with the commissary system at each facility. The use of debit cards is unallowable. The contractor is responsible for any fees related to integrating with the commissary company either one time, or on an ongoing basis.

ICE is not responsible for any charges related to commissary integration. The contractor will not be charged by the commissary company for any transaction fees between the noncitizen and transfer of any dollars for phone calls. For those facilities, where integration of commissary is not being used, the contractor shall provide a written explanation to ICE.

7. Validation of Noncitizen Data: During this contract, ICE may require the offeror to use noncitizen identity data for real-time validation of outgoing calls.

Station set dialing instructions and warning statements shall be maintained by contractor for legibility and accuracy during the entire term of the contract.

II. General Noncitizen Communications Service (NCS) Requirements NCS shall include the following general attributes and components at a minimum:

1. NCS at all Primary facilities. ICE will determine which facility is to be considered a Primary facility..

2. A Centralized System Database located outside of the Primary facilities, complete with full database redundancy.

3. All NCS hardware, software and support systems shall be the same at each

Primary detention facility.

4. Be provided at no cost to DHS/ICE, which includes but is not limited to, full design, installation and on-going maintenance and all network services.

5. Provide for noncitizen access to collect call services and the capability of operating in direct dial (debit/prepaid/collect) mode. Any other calling is prohibited, (i.e., text to collect and or similar services).

6. A collect call automated announcement function capable of processing calls on a selective multi-lingual basis (English and Spanish at a minimum) with noncitizen users able to select the preferred language using no more than a two-digit code.

7. The ability to be shut down quickly and selectively by the facility, allowing for global shutdown with all noncitizen access restricted, shutdown within an entire facility and shutdown within a unit/wing of a facility by authorized Primary detention facility designated personnel.

8. Contain manual dial tone cut-off switches to shut off telephones within an entire Primary detention facility and/or within a facility unit/wing, these switches will be located, at the facility’s discretion, in a central (all telephones), or…

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File details come from the government source that posted it. Updated Jan 30, 2023.