SOW_Appendix D_DHS SS_(USCBP) Service Requirements_ NII X-Ray systems_27OCT2021.docx

Appendix D: CBP SERVICE REQUIREMENTS

*Additional Service: Removal and disposal of existing X-Ray System (TBD)

AFTER WARRANTY - MAINTENANCE, REPAIR, & LOGISTIC SUPPORT

1. Cost-Wise Readiness (CWR) U.S. Customs and Border Protection (CBP) Cost-Wise Readiness (CWR) Directive 5225-03 focuses on optimizing the performance of system and support services and establishing efficiency initiatives to minimize investment and sustainment costs while achieving capability and availability (readiness) outcomes. Mandatory CWR metrics to report include a CWR Key Performance Measurement (KPM) for readiness (materiel availability), a CWR KPM for materiel ownership costs, a CWR Key Performance Attribute (KPA) for materiel reliability, and a CWR KPA for supply chain materiel mean downtime, along with an assessment of resource-to-outcome sensitivities (best application of resources to achieve/sustain CWR outcomes). Representative KPM and KPA definitions are in Section 5 of CWR Directive 5225-03. Accordingly, the Contractor shall deliver and sustain the system and key subsystems that meet the readiness requirements for materiel availability, the reliability requirement, and the mean downtime requirement that provides the best Total Ownership Cost (TOC). The Contractor is encouraged to conduct and report an analytical assessment that offers, for government consideration, an alternative balanced solution of optimum reliability and sustainment cycle time KPAs that result in minimal life cycle costs.

CWR Requirements

The following are minimum requirements for system and key subsystem(s) readiness drivers:

Materiel Availability (systems/key subsystems)

Materiel Availability (software/Information Technology (IT) systems, services, and functions)

Analytical Assessment

Key Performance Measurements (KPMs) Materiel Availability (MA) Am

Materiel Availability (MA) is a measure of the percentage of the total inventory of the system and key subsystems operational (ready for tasking) and capable of performing an assigned mission over a given time. This can be expressed as the number of operationally available systems and key subsystems divided by the total population. MA also indicates the percentage of time that systems and key subsystems are operationally capable of performing an assigned mission and can be expressed as uptime divided by uptime plus downtime. Determining the optimum value for MA requires a comprehensive analysis of the system and key subsystems and their planned use, including the planned operating environment, operating tempo, reliability alternatives, maintenance approaches, and supply chain solutions. MA is largely influenced by system and key subsystem downtime, both planned and unplanned, requiring the early examination and determination of critical factors such as the total number of systems and key subsystems to be fielded and the major categories and drivers of system and key subsystem downtime. MA must address the total population of systems and key subsystems planned for operational use, including those temporarily in a non-operational status once placed into service. The total lifecycle timeframe, from placement into operational service through the planned end of service life, must be included.

The CWR Materiel Availability KPM as defined for the inventory of systems and key subsystems shall be no less than 95%.

Materiel Availability (MA) = Am = Number of Systems and Key Subsystems Operational* (includes spares) Total Population of Systems and Key Subsystems (includes spares)

OR

The CWR Materiel Availability KPM as defined for software/Information Technology (IT) systems, services, and functions shall be no less than 98%.

MA is a number between 0 and 100 that provides the average percentage of time that software/IT systems, services, and functions are capable of operational use during a specified period.

A MA shall be calculated during the designated normal operating period by using the following:

*Operational means in a materiel condition such that the system and key subsystems are capable of performing an identified mission for which they were designed.

Total Ownership Cost (TOC)

TOC provides balance to the sustainment solution by ensuring Operations and Support (O&S) costs associated with materiel readiness are considered in making decisions. Cost elements can include maintenance, sustaining support, and continuing system improvements as necessary. This KPM value should cover the planned lifecycle timeframe for the entire population of systems and key subsystems’ readiness drivers, consistent with the timeframe used in the MA KPM. Sources of reference data, cost models, parametric cost estimating relationship and other estimating techniques, or tools must be identified in supporting analysis. Programs must plan for maintaining the traceability of costs incurred to estimates and must plan for testing and evaluation. The planned approach to monitoring, collecting, and validating operating and support cost data to supporting the KPM must be provided.

The aforementioned analytical assessment can serve as the basis for deriving the TOC KPM.

Key Performance Attributes (KPAs) Materiel Reliability (MR) = MTBF

Materiel Reliability (MR) is a measure of the probability that systems and key subsystems will perform without failure over a specific interval. MR must be sufficient to support the capability needed for the mission. MR is generally expressed in terms of a Mean Time Between Failure (MTBF), and once operational can be measured by dividing actual operating hours by the number of failures experienced during a specific interval. MR may initially be expressed as a desired failure-free interval that can be converted to MTBF for use as a KPA. Specific criteria for defining operating hours and failure criteria must be provided together with the KPA.

The CWR Materiel Reliability KPA as defined for the system and key subsystems shall be no less than 1000 hours mean time between failures.

Materiel Reliability (MR) = MTBF = Total Operating Hours Total Number of Failures

Mean Downtime (MDT)

Mean Downtime (MDT) is the average total downtime required to restore a system and key subsystems to their full operational capabilities. MDT includes the time from reporting of a system and key subsystems being down to the system and key subsystems being given back to operations for use. MDT includes administrative time of reporting, logistics and materiel’s procurement, and lockout/tag out of equipment, etc. for repair.

The CWR Materiel Mean Downtime KPA as defined for the system and key subsystems shall be no worse than 24 hours.

Mean Downtime = MDT = Total Downtime for All Failures Total Number of Failures

CWR Reporting

The contractor shall submit data monthly for the system and each key subsystem group by location in contractor format containing performance outcomes for the following CWR Metrics:

A. Material Availability B. Mean Time Between Failures C. Mean Downtime D. Total Ownership Cost

The Contractor shall deliver the report in a government approved electronic format as agreed to by the Government.

2. Life Cycle Sustainment: Maintenance, Repair, and Logistics Support

Government Management Organization CBP management of this procurement will be accomplished through the CBP OFO/CCS/NII PMO for system acquisition, delivery, and acceptance. CBP Enterprise Networks and Technology Support (ENTS) Integrated Logistics Division (ILD) will manage the system(s) during the warranty period to include any corrective service actions, and, if needed, on-demand services. CBP Office of Training Development (OTD) will approve training development and will coordinate operator training presentations.

2.1. Sustainment and Maintenance Services

The Contractor shall provide the services to satisfy the Reliability, Availability, and Maintainability (RAM) requirements to achieve the performance metrics of Operational Availability (Ao), Customer Wait Time (CWT), and Mean Time Between Failures (MTBF). The following are minimum service support requirements for the NII Systems.

2.2. Operational Availability (Ao)

The Contractor shall provide all the required support services, repair parts, hardware, software, firmware, test equipment, and supplies to maintain the NII Systems to meet the target performance metrics for the operational needs of CBP. Operational Availability (Ao) includes logistics time, diagnostic time, fault isolation, waiting or administrative downtime, and corrective maintenance downtime. This measure extends the definition of availability to elements controlled by the logisticians and mission planners such as quantity and proximity of spares, tools, and manpower. Operational availability is defined as the percentage of time during the reporting period that the NII Systems are available to support the operations for which they were designed. The average operational availability for service support excludes preventive maintenance, accidents, or incidents produced by abnormal manufacturer defects. The operational availability will be derived by calculating the total uptime hours (total hours in the period minus the down time hours), divided by the total hours in the period. The Contractor shall meet or exceed these performance standards while complying with all applicable State and Federal regulations.

An average Ao for service support by each serialized NII System shall be calculated using data from Work Orders (WOs) completed during the monthly 720-hour reporting period by using the following:

Monthly AO = 100 (x) 720 Hours – Downtime Hours of Failures 720 Hours The minimum Ao requirement for the NII Systems is: 95%.

2.3. Customer Wait Time (CWT)

The Contractor shall travel to the affected site if the problem cannot be resolved over the phone or via other remote means. The Contractor will respond on-site and restore down NII Systems to a satisfactory Equipment Operational Status within the required Customer Wait Time (CWT). If unable to meet the CWT, the Contractor will provide the justification and a time estimate for effecting repairs to the NII Maintenance Dispatch Center (MDC). The Contractor shall notify the Maintenance Dispatch Center and provide the date and time of NII System operational status changes, Estimated Time of Arrival (ETA) for parts, and technical support scheduled arrival at site. The Contractor shall coordinate site visits with the CBP ports, as required.

Customer Wait Time (CWT) is defined as the time from when the initial trouble call is reported to the Contractor to the time that the affected individual serialized NII System is fully or conditionally operational.

The minimum CWT requirement for the service is: 24 Hours.

2.4. Mean Time Between Failures (MTBF)

The Contractor shall provide all the required support services, repair parts, hardware, software, firmware, test equipment, and supplies to achieve the Mean Time Between Failure (MTBF). The time between failures is the time duration from the start of when the NII System is placed into an ‘operational’ status (Priority level 3) until suffering a failure (Priority level 1). A failure is defined as a malfunction that degrades performance or operational capability, which cannot be tolerated for even a brief period before correction (Priority level 1 work order). The total time between failures (TTBF) is the sum of all time between failures for the reporting period. The mean time between failures (MTBF) is calculated as the TTBF divided by the total number of failures for that reporting period. The Government will calculate the MTBF on an annual basis.

The MTBF for each serialized NII System shall be calculated annually using a 365-day (8760 hours) reporting period by using the following:

Annual MTBF = Total Time Between Failures (TTBF) Total Number of Failures The minimum MTBF requirement for the NII Systems is: 1,000 Hours.

2.5. Service Calls and Work Orders

All service calls and work orders apply to warranty, corrective maintenance, and preventive maintenance. The Integrated Logistics Division (ILD) manages an NII Maintenance Dispatch Center (MDC) for maintenance, repair call activities, and incident management that operates 24/7/365. The NII Maintenance Dispatch Center responds to service calls from the numerous CBP locations to intake and track the calls for service in the CBP databases. The NII Maintenance Dispatch Center staff issues requests for repair or maintenance services to the Contractor in the form of a work order (WO) that initiates the maintenance request.

2.6. Work Completion Form (WCF)

The Work Completion Form (WCF) is a form unique to a specific maintenance/warranty repair event. The WCF is typically the standard Contractor’s Work Form, but shall include the WO number assigned by the Government, a description of the maintenance action performed, identification of the failure cause/part or symptom, a list of replaced parts, any additional work performed not covered under the initial work order, and the name and email address of the CBP representative who verified completion and completion date/time. The Contractor shall forward the completed WCF and maintenance documentation (if applicable) to the NII Maintenance Center via email upon completion of the maintenance/warranty repair action. If requested, the Contractor shall also provide one (1) copy of the completed WCF to the site CBP representative for their local records.

The Contractor shall e-mail a copy of the WCF to the site supervisor and the NII Maintenance Dispatch Center (MDC) within 24 hours of completion of each required site visit.

2.7. Work Site Cleanliness

The Contractor shall properly dispose of all damaged parts, components, assemblies, subassemblies, consumables, and petroleum, oil, and lubricants unless otherwise directed to retain for failure item analysis or other reasons. The Contractor shall remove all work-related used parts, waste, and debris from the CBP site upon WO completion, unless directed otherwise. The exception to this is hardware that is classified as CBP accountable identified by the affixed CBP barcode sticker. This accountable property, when no longer usable, will be handed to the CBP Local Property Officer (LPO) at the site for retirement and disposal.

2.8. Conditional but Operational Status

There may be circumstances that allow the NII Systems to be restored to a ‘conditional but operational’ status prior to reaching full ‘operational’ status. ‘Conditional but operational’ status applies when a deficiency exists, but the NII System is available to support the operations for which it was designed to include safety considerations. The Contractor may restore the NII System reported in a ‘non-operational’ status to a classification of a ‘conditional but operational’ status as determined by CBP, coordinated by the NII Maintenance Dispatch Center or by a Government maintenance manager.

The Contractor shall restore NII Systems in a ‘conditional but operational’ status to ‘operational’ within 10 business days of the first notification of the outage.

2.9. Corrective Service

Corrective service actions include those required to diagnose and correct NII Systems malfunctions or failures that have occurred or are in the process of occurring. This may consist of repair, restoration, or replacement of components and necessary software upgrades or fixes to improve a NII System’s performance. Corrective service is an unscheduled maintenance activity caused by a unit or component failure and includes tests, measurements, and adjustments.

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

If the problem cannot be resolved by telephone or remote maintenance, the Contractor shall respond on-site and restore down NII Systems to a satisfactory equipment operational status. If unable to meet the CWT, the Contractor shall provide the justification and a time estimate for effecting repairs to the NII Maintenance Dispatch Center. The Contractor shall notify the NII Maintenance Dispatch Center and provide the date and time of NII System operational status changes, estimated time of arrival (ETA) for parts, and Contractor support personnel scheduled arrival at site. The Contractor shall coordinate site visits with the CBP port representative.

The Contractor shall provide labor, services, parts, equipment, software, firmware, hardware, supplies, packaging, transportation, shipment, and materials necessary to diagnose and correct malfunctions or failures of equipment to return the NII System to an ‘operational’ equipment operational status to achieve the (Ao) in accordance with the target standards.

2.10. Corrosion Control Maintenance

The Contractor shall inspect, address, and monitor corrosion of the NII Systems. The Contractor shall apply best industry standards and practices to remove corrosion or replace parent material, properly treat and prepare surfaces for painting, and apply a color-matched finish, and prevent future corrosion.

2.11. Device Obsolescence Report

The Contractor shall provide obsolescence notifications to ILD as soon as possible, but no later than one (1) year in advance of a component, software, firmware, hardware, part, or any product associated with the NII System becoming obsolete, and which would cause the device to be unserviceable, unrepairable, or otherwise unsupportable. The Contractor shall provide notification of obsolescence situations, post deployment engineering service to correct obsolescence situation, corrective ECP to address obsolescence situation, and shall fund obsolescence correction during the required lifecycle of the assets.

3. On-Demand Services: Technology Refresh, Other Maintenance, and Other Support Services

Additional services may be required during the period of contract performance. The Government will determine the need and priority for these additional services to meet urgent requirements when they occur and provide a written request to the Contractor for these On-Demand Services. The Contractor shall provide a proposal with a detailed firm fixed price estimate or quote for each On-Demand task. These estimates will be valid for at least 90 days. These services will be executed using firm-fixed priced orders for technology refresh of software or hardware, supporting NII networking activities, product reconditioning, corrective and replacement services, integrated logistics services, refurbishment services, engineering services, installation, relocation services, disposal, site services and surveys, computer-based training, operator training, operator refresher training, secondary operator training, operator train-the-trainer (T-3) training and secondary operator T-3 training, retrofit, emergency services, and support for special event services.

3.1. Engineering Services

The Contractor shall provide engineering services to systems procured under this SOW. Engineering services include failure analysis, root cause analysis, system operation anomaly analysis, retrofits, mechanical changes, electrical changes, and evaluation of potential or perceived safety hazards.

3.2. Ad Hoc Reports

The Contractor shall provide data and ad hoc reports not elsewhere identified that would enable Government performance analysis, economic trade-off studies, budget impact analysis, etc.

3.3. Site Surveys

The Contractor shall conduct site surveys in addition to the site surveys required for initial delivery and installation of systems procured under this contract.

3.4. Provisioning Support

The Contractor shall provide provisioning technical data for systems procured under this SOW. The provisioning technical data should be traceable to the Original Equipment Manufacturer (OEM) supportability analysis, tailored to satisfy the level of repair and sustainment period identified in the request. The provisioning technical data shall identify major repairable parts, smaller non-repairable components used to effect repairs, consumable lubricants, piece parts used in assembly, criticality of items, acquisition lead times, and Contractor identification information.

3.5. Retrofit Support

The Contractor shall conduct system upgrades or enhancements, and/or perform work to support the service life extension for identified systems and technical refresh activities in accordance with Government approved Engineering Change Proposals (ECPs) for systems procured under this Contract.

3.6. Relocation Services

The Contractor shall provide emergent need relocation services for systems procured under this SOW. The Contractor shall disassemble, transport, reassemble, and install the components of the system at a new location. The Contractor shall perform post-assembly functional testing of the relocated system and familiarize operators with configuration and operational changes brought about by the relocation of the system.

3.7. Site Work

The Contractor shall provide minor mechanical and/or electrical work external to the system in the performance of any relocation efforts, corrective maintenance action resulting from an accident or incident, engineering change proposals, or system retrofits. The Contractor shall provide as-built drawings for all site work.

3.8. Disposal Services

The Contractor shall provide disposal services for the systems procured under this SOW. The Contractor shall disassemble, transport, and properly dispose of designated equipment and/or components after decommissioning.

3.9. Emergency Services

The Contractor shall provide emergency services in support of CBP’s response to various emergency situations and natural disasters. The Contractor shall provide the labor, services, parts, equipment, supplies, packaging, transport, shipment, and materials necessary to support emergency service requirements.

3.10. Corrective and Replacement Services

The Contractor shall provide corrective services on the system, sub-systems, and peripheral equipment as required due to loss, accidents, or natural weather events.

3.11. On-Demand Training

The Contractor shall provide additional, on-demand training services such as: training development, operator training, secondary operator training, train-the-trainer training, computer/web-based training, training laptops, and training materials.

The OPERATORS TRAINING MATERIALS shall be provided in accordance with DIDA007 - Standard Duration at the Section 5 of the Statement of Work.