Information Technology Refresh Program (ITRP) Support

Performance Work Statement (PWS)

This Performance Work Statement (PWS) outlines the requirements for Information Technology Refresh Program (ITRP) Support Services for the U.S. Customs and Border Protection (CBP), Office of Information and Technology (OIT). The goal is to support the implementation of a comprehensive lifecycle management and modernization of Enterprise technology assets.

The contractor shall provide support services for the Information Technology Refresh Program (ITRP), which includes:

• Program Management: Overall support for effective technology refresh implementation.
• Storefront Capability: Development and maintenance of an internal ordering mechanism for CBP.
• Planning / Lifecycle Management: Identifying aging technology, recommending replacements, moderating specifications, and tracking device data.
• Hardware Procurement Assistance: Supporting the government in placing hardware procurements and collecting post-ordering data.
• Asset Management Assistance: Tracking devices, maintaining data records in SAP, and optimizing utilization.
• Hardware Preparation for Deployment: Installing software, packaging devices, and preparing them for shipment.
• Evaluation / Process Improvement: Conducting evaluations to ensure seamless implementation and recommending product improvements.
• Optional Support: Infrastructure and Endpoint Management, and support for Peripherals, Network Devices, and Mobile Devices.

The scope covers desktops, laptops, and non-cellular tablets, with options for peripherals, network devices, and mobile devices.

Specific performance standards are defined for various tasks, including:

• Onboarding Key Personnel within 5 days.

• Onboarding qualified staff and submitting BI packages within 30 days.

• Storefront Capability uptime of 95%.

• 99% accuracy in order entry into the CBP storefront.

• 98% accuracy in processing device receipts and excessing in SAP within specified timeframes.

• 95% of devices shipped within 5 business days of shell record completion.

• 99% of devices being Intune-ready at time of shipping.

• Optional Task 8 has standards for image development, patching compliance, and cybersecurity remediation.

• Period of Performance: Base Period (12 months) for desktops, laptops, and tablets, with multiple option periods for extended support and additional device categories.

• Place of Performance: Administrative tasks performed remotely. Hardware handling tasks performed at designated CBP warehouse facilities in Spring, TX; Walled Lake, MI; and Lorton, VA.

• Security: A CBP background investigation (BI) is required for all personnel. Work is unclassified.

• Compliance: Adherence to Executive Orders, FAR, DHS policies, Section 508 of the Rehabilitation Act, and OMB Circulars is required.

• Key Personnel: Specific roles such as Program Manager, E-Commerce Lead, and Operations Manager are designated as key personnel.

• Deliverables: Numerous deliverables are required, including operational protocols, status reports, transition plans, and various system/process documentation.

• Transition: Both incoming and outgoing transition plans and reports are required.

Form / Attachment / Pricing Sheet

This document is a Quality Assurance Surveillance Plan (QASP) developed by the government to ensure systematic quality assurance methods are applied to a performance-based service contract. It outlines how the government will monitor contractor performance to ensure services meet contract requirements and performance metrics.

• Contract Requirement: Support services for the Office of Information & Technology (OIT) Field Support Directorate (FSD) for the Information Technology Refresh Program (ITRP).
• Contract Type: Single hybrid (FFP and T&M) contract with one base year and four (4) 12-month option periods.
• Surveillance Oversight: The Contracting Officer’s Representative (COR) and Alternate Contracting Officer’s Representative (ACOR) will monitor contractor performance.
• Performance Standards: Detailed performance standards, acceptable quality levels (AQLs), and surveillance methods are provided for various tasks, including:
  • Program Management (Key Personnel Onboarding, Staff Onboarding)
  • Storefront Capability (Uptime, Accessibility)
  • Hardware Procurement Assistance (Order Entry, Post-Procurement Data)
  • Asset Management (Order Receipt Processing, Shell Record Processing, Excessing)
  • Hardware Preparation for Deployment (Device Deployment, Intune-Ready verification)
  • Optional Task: End User Device IT Management (Image Development, Compliance, Patching, Cybersecurity, Infrastructure Availability)
• Deliverables: Various reports and documentation are required, including status reports, transition plans, lessons learned, and technical documentation.
• Evaluation Areas: Performance will be assessed on Quality of Product/Service, Schedule, Cost Control, Business Relations, Management, and Other Areas.
• Ratings: Performance ratings range from Exceptional to Unsatisfactory.

This QASP details the specific performance standards, metrics, and evaluation criteria the government will use to assess contractor performance. Bidders should review these requirements carefully to understand the expected quality of service, reporting obligations, and how their performance will be measured and rated throughout the contract lifecycle. This document is critical for developing a compliant and competitive proposal and for understanding ongoing contract management expectations.

Form / Attachment / Pricing Sheet

This document is a template for bidders to submit past performance references for the Information Technology Refresh Program (ITRP) Request for Information (RFI). It is designed to gather structured information about a company's experience relevant to the ITRP.

• Company Name: To be inserted by the respondent.
• Reference Number: Indicates which reference this submission represents.
• Summary Table of Administrative Information: Requires details on:
  • Customer type (government or commercial)
  • Customer Point of Contact (Name, Email, Phone)
  • Period of Performance
  • Total Dollar Value (including options)
  • Contract Type
  • Number of Staff
  • Number of devices per year (by type)
  • Summary of scope (services performed)
  • Whether experience is Offeror's or subcontractor's
  • Role on contract (prime or subcontractor)
  • If subcontractor, scope and dollar value of subcontracted work.
• Description of Relevance: Bidders must describe how previous contracts involved similar ITRP support services, quantifying scope, complexity, and technical challenges (e.g., number of devices supported annually).
• Demonstration of Management Ability: Provide examples of managing similar projects and overcoming technical hurdles.
• Demonstration of Contractual Compliance: Detail adherence to contract terms, conditions, and delivery schedules, and how customer feedback was used for improvement.

This template is crucial for bidders responding to the ITRP RFI. It guides them on the specific information required to demonstrate their past performance capabilities, which is a key aspect of market research for this program. Completing this template accurately and thoroughly will help the government assess a vendor's suitability for potential future ITRP efforts.

Form / Attachment / Pricing Sheet

This document is a sample price template provided for potential bidders to use when preparing their proposals. It outlines the structure for detailing pricing across different contract line item numbers (CLINs) and option periods, including labor categories, hours, rates, and amounts.

• CLINs: The template includes CLINs for Base (End User Devices), Optional Task 8 (End User Devices), Optional CLIN 1 (Peripherals), Optional CLIN 2 (Network Devices), and Optional CLIN 3 (Mobile Devices).
• Option Periods: Pricing is structured across a base year and four option periods, each 12 months long.
• Labor Categories: Details specific labor roles (e.g., Program Manager II, Analyst, IT Specialist) with associated FTEs, Labor Rates, Hours, and Amounts.
• Other Direct Costs (ODC): Includes a section for Travel costs.
• Fee: A separate section for fee calculation.
• Totals: Provides subtotals for Base CLINs, Optional CLINs, Labor, and a Grand Total.

Bidders must use this template to structure and submit their pricing. The template indicates that all values are currently set to zero, suggesting that bidders need to populate it with their proposed costs for each CLIN, labor category, and option period. This will be a critical component of the proposal for evaluation.

Form / Attachment / Pricing Sheet

This document is a template for responding to a Request for Information (RFI) regarding the Information Technology Refresh Program (ITRP). It guides potential bidders on the specific information required by the government to conduct market research.

• General Business Information: Requires company name, POC details, UEI#, CAGE code, GSA contract number, and website.
• Business Size & Socio-Economic Categories: Asks for selection of business size and applicable socio-economic categories (e.g., Woman-Owned, HUBZone, 8(a)).
• Capability & Experience: Inquires about the capability to perform draft requirements, sufficiency of information in the draft requirements document, experience with recruiting personnel for clearances, and scale of experience with end-user devices.
• Subcontracting & Timeline: Asks about the percentage of work to be subcontracted and the required time from award notification to contract start.
• Service/Product Identification: Seeks input on services not common in the private sector, applicable business practices/standards, important performance/SLAs, and recommended government resources.
• Contractual Information: Requests identification of applicable GSA or relevant contracts, recommended SINs/Pools/Constellations, and appropriate NAICS and PSC codes.
• Past Performance: Requires submission of past performance references (up to three) in a single file, with a maximum of three pages per reference.
• Optional Feedback: Allows for additional feedback or questions.

This RFI template is crucial for vendors interested in the ITRP opportunity. It outlines the specific data points the government needs to understand market capabilities, potential challenges, and vendor experience. Completing this template accurately will help bidders demonstrate their qualifications and inform the government's acquisition strategy. It also prompts bidders to consider their ability to meet requirements, their contract vehicles, and their past performance, which are all critical for future proposal development.