Transportation Worker Identification Credential (TWIC) Handheld Biometric Reader Software and Maintenance Services

The Contractor shall provide comprehensive support services for the Government's existing inventory of Hand-Held Multi-Mode Biometric Readers. The Contractor must configure and maintain the Hand-Held Readers and their software in full compliance with the TSA TWIC Reader Hardware and Card Application Specifications. The Contractor shall continually improve and update the reader software to align with evolving security requirements. This includes routine patches and functional upgrades to ensure compatibility with federal standards, enhancing both security and usability over time. The Contractor shall coordinate and schedule the delivery of all software updates with the USCG. The Contractor shall be responsible for meeting and maintaining all regulatory certifications required for the readers to ensure they remain aligned with federal guidance, including USCG TWIC requirements and CFATS RBPS 12 standards. The Contractor shall stay abreast of revisions to the TSA Reader Spec and recommend software patches to incorporate and applicable changes. The Contractor shall provide 24-hour technical support and respond within two (2) hours of request. A log of all technical support requests shall be maintained and included in the monthly progress report. The Contractor shall support the same software configuration for a period of five years to minimize ongoing training. In case of a hardware issue that cannot be resolved remotely, the USCG will ship the defective device to the Contractor. Upon receipt, the Contractor must immediately ship a functioning replacement device to the designated USCG unit. This support shall not be performed by any connected 3rd party mobile device management (MDM) system. The Contractor shall ensure the reader logs capture the FASC-N, time stamp, transaction result, and a transaction summary. Logs shall be exportable via a Wi-Fi connection to USCG-designated addresses only, using an encrypted connection. Logs shall be purged from the reader after a secure and acknowledged upload is complete. The Contractor shall ensure the readers can update the locally stored Cancelled Card List (CCL) via a Wi-Fi connection, utilizing encrypted communication paths. The reader shall notify the user if the CCL is older than 24 hours. The Contractor shall maintain dedicated encrypted servers for secure data storage, reader management, and reporting. This infrastructure must ensure data integrity, support compliance tracking, meet all SOC2 standards, and enable comprehensive reporting. The Contractor shall provide computer-based/on-line training for the proper operation of the readers, available throughout the contract period. Training shall cover the use of the reader with TWIC, SID, CAC, and other credentials, as well as basic troubleshooting. The Contractor shall also provide training materials (PowerPoint, web-based content, user manuals, and quick reference guides) which the USCG has the license to use, reproduce, and distribute within DHS. It is expected that the USCG personnel who complete the training will be able to train other USCG personnel on how to properly use the Hand-Held Readers. Support Documents, training videos, operation manuals shall be readily available from each portal location. The Contractor shall provide and maintain a secure, web-based reports portal designed specifically for the U.S. Coast Guard.