SOW_maintenance_updated.pdf

Department of Homeland Security

U.S. Customs and Border Protection

Air and Marine Operations

Statement of Work

For

Coolsign Digital Signage Player and Software Maintenance

June 16, 2020

A. OBJECTIVE/PURPOSE

The Statement of Work (SOW) describes the work required to support the U.S. Customs and Border Protection, Air and Marine Operations (AMO) Strategy, Policy, and

Communications Division. There is a continued need to provide field agents and officers with timely and accurate information.

The ability to provide instantaneous messaging to all field locations will greatly enhance communication efforts as we work to promote transparency in our organization.

Additionally, this type of capability encourages feedback and participation at all levels and reinforces AMO’s identity and image. Due to the complexity of the system and its components and to assure all Haivision equipment is appropriately support from an installation, configuration and end user maintenance package for the display engines and software, this is necessary to perform all software updates and additional services.

B. SCOPE

Provide AMO access to Haivision software updates and system diagnostics and support professionals to address issues with digital signage engines and software issues. AMO does not have a current maintenance agreement for the digital signage engines or the software.

To maintain the software and digital signage engines aimed at providing timely information to field personnel, the Strategy, Policy, and Communications Division believes the following step must be taken in order to fill this need:

Purchase a maintenance agreement for the Coolsign software and all digital signage engines.

Haivision Premium Maintenance & Support o Access to telephone, email (24hr response) o Online chat based support and Haivision’s web portal ticket system o Access to support portal, training videos o Critical software updates o Annual system diagnostic o Advanced replacement of defective hardware or on-site repair

C. PERIOD OF PERFORMANCE

Base Year – June 19, 2020 to June 18, 2021

Option Year 1 – June 19, 2021 to June 18, 2022

Option Year 2 – June 19, 2022 to June 18, 2023

D. POINTS OF CONTACT

The authorized points of contact are:

Katrina Skinner

Management and Program Analyst katrina.skinner@cbp.dhs.gov

Office: 202-344-1593

1300 Pennsylvania Avenue, NW

Washington, DC 20229

Contracting Officer –

Michael Hall

Michael.a.hall@cbp.dhs.gov

202-344-3529 mailto:katrina.skinner@cbp.dhs.gov mailto:Michael.a.hall@cbp.dhs.gov