SOW Summary.pdf

U.S. Department of Homeland Security

U.S. Customs and Border Protection

Performance Work Statement

For:

U.S. Customs and Border Protection

Enterprise Services

Office of Information and Technology

Software Applications and Service

Border Enforcement Management Systems Directorate

Border Enforcement & Management Systems & Applications Integration &

Lifecycle Support

February 2026

Table of Contents

1 BACKGROUND

2 PURPOSE

3 INFORMATION TECHNOLOGY NETWORK ENVIRONMENT

4 SCOPE

1 Background

U.S. Customs and Border Protection (CBP) is a component of the Department of Homeland Security

(DHS). The mission of CBP is to protect the American people, safeguard the borders of the United

States (U.S.) and to enhance the nation’s economic prosperity through innovation, intelligence, and collaboration. CBP focuses its efforts on Countering Terrorism, Combating Transnational Crime, Securing the Border, Facilitating Lawful Trade, Travel and Protecting Revenue. These important mission objectives call for improved security at America’s borders and ports of entry as well as for extending the zone of security beyond physical borders so that American borders are the last line of defense, not the first. CBP is also responsible for apprehending individuals attempting to enter the

U.S. illegally; stemming the flow of illegal drugs and other contraband; protecting the U.S.

agricultural and economic interests from harmful pests and diseases; protecting American businesses from theft of intellectual property; regulating and facilitating international trade; collecting import duties; and enforcing U.S. trade laws.

2 Purpose

Under the U.S. Customs and Border Protection Border requirement, the contractor will ensure

Border Enforcement Management Systems Directorate (BEMSD) achieves greater integration, automation, innovation, cost savings, and efficiencies within its portfolio of applications using agile-based methodologies, integrated testing, and transformative processes to support current and future requirements. This will include standard architectures, advanced analytics, and business intelligence as well as a Development, Security and Operations (DevSecOps) path to production and instantiation of mature, industry- and performance-based best practices. Legacy applications must continue to be operated and maintained with high levels of application availability while enhancements to and/or modernization of existing applications or the development of new solutions are addressed.

3 Information Technology Network Environment

BEMSD has a diverse technology portfolio spanning several generations of programming languages and encompassing a range of applications that are diverse and complex that require ongoing enhancement or modernization, investment and management. To include the below or any platforms, applications, or solutions identified by the government in the future:

• Program Language Diversity: BEMSD relies on a wide range of programming languages that include established systems along with agile development practices, from legacy systems built with COBOL and JCL, to modern languages and frameworks such as .Net/.Net Core, Java, JavaScript, Python, and C++/.

• Data and Business Intelligence (BI) Complexity: BEMSD has a complex data analysis environment to include multiple tools. This requires the ability to manage and maintain multiple platforms and consolidated reporting. Additionally, Extract, Transform, Load (ETL) tools are present within the BEMSD portfolio which supports ongoing integration efforts from a wide array of data sources. CBP strives to ensure that the Business Intelligence platforms and tools focus on consolidated reporting, harmonized data and support data governance process.

• Enterprise Applications: BEMSD utilizes SAP Business Objects for Enterprise Resource

Planning (ERP) functionalities and utilizes Salesforce for Customer Relationship

Management (CRM). This requires the ability for systems to manage business operations while maintaining relationships.

• IT Service Management (ITSM) & Workflow Focus: BEMSD leverages Service Now, or like solutions, for ITSM and workflow automation which supports a focus on streamlining IT operations and digitalizing processes currently and into the future.

4 Scope

The contractor shall ensure the efficient and effective delivery of IT-related program management services and technical solutions to support the CBP OIT BEMSD mission. This includes achieving and maintaining performance standards in application administration, property accountability, asset management, human resources support, operations, configuration management, change management, incident management, cloud migration, capability backlog remediation, knowledge management, training, project management, problem management, release management, security and audit management, testing, quality assurance, and sustainment.

Specifically, the contractor's performance shall result in:

• Reduced Incident Resolution Time

• Improved System Availability

• Effective Backlog Management

• Artificial Intelligence/Machine Learning (AI/ML) Implementation: Successful implementation of AI/ML solutions that automate routine tasks and demonstrably improve decision-making in incident management, as measured by a Quantifiable metric, e.g., 10% increase in efficiency. BEMSD will own product selection and sign off on implementation.

The contractor shall maintain operational excellence by adhering to industry standardized best practices (e.g., ITSM-based procedures). All requirements added to application product backlogs must align with priorities approved by BEMSD Program Manager. The contractor shall proactively identify and propose opportunities to leverage next-generation technologies, including AI and ML, to achieve measurable improvements in software development processes and application functionality.

The successful AI/ML implementations must show an improvement of quantifiable metric within the system to ensure that the AI/ML implementations are valid, successful, and worth maintaining. All of these implementations must also comply with CBP policy and federal law.

The Contractor shall ensure the provision of skilled and experienced personnel to satisfy the performance and quality standards identified in the following sections.

• Application Development: New application development using multiple proven modern architectures and technologies.

• Operations & Maintenance (O&M): 24x7x365 support, monitoring, incident management, problem resolution, corrective, preventive, and adaptive maintenance of existing applications.

• Modernization and Emerging Technologies: Modernization of legacy applications using appropriate strategies (e.g., refactoring, re-platforming, re-architecting) to include AI-driven solutions to enhance operational efficiency and effectiveness such as code analysis, automated defect detection, and optimization of application performance.

• Security: Security audits, security assessments, and implementation of security best practices. Expertise, management, and support across all aspects of both external auditors and internal assessors from annual, periodic, to ‘ad hoc’ audits or assessments.

• Integration: Integration with other CBP and DHS systems.

• Project Intake: Standardize processes to capture, assess, and delegate project requests.

• Customer Expectation Management: Manage customer relationships to include strategies and practices to understand, set and meet or exceed the expectations of stakeholders.

• Data Analytics: Enhance data-driven decision-making, standardizing data management, improving accountability, streamlining workflows, and preparing strategic analyses.

• Program Management Support:

o Operational support to include contract and financial management.

o Technical support to include technical management support, platform efficiencies and optimizations, and evaluation of existing and proposed technologies.