The Department of Homeland Security, Immigration and Customs Enforcement, Solutions Delivery Division (SDD) has a requirement for Information Technology Training and Communications Support Services.

ICE is the largest investigative agency within DHS. ICE’s primary mission is to protect national security, public safety and the integrity of the U.S. borders through the criminal and civil enforcement of federal laws governing border control, customs, trade, and immigration.

Homeland Security Investigations (HSI), a critical asset in the ICE mission, is responsible for investigating a wide range of domestic and international activities arising from the illegal movement of people and goods into, within, and out of the United States. HSI uses its legal authority to investigate issues such as immigration crime, human rights violations and human smuggling; smuggling of narcotics, weapons and other types of contraband; and financial crimes, cybercrime and export enforcement issues. ICE special agents also conduct investigations aimed at protecting critical infrastructure industries that are vulnerable to sabotage, attack or exploitation.

HSI’s Cyber and Operational Technology (COT) supports ICE and the Department of Homeland Security by improving methods for managing different types of information and operational technology and directing how these tools are shared with other agencies and organizations. Programs and projects under the COT focus on merging methods and technology that result in better law enforcement operations. COT ensures that HSI complies with current information technology standards and security requirements. It also supports information sharing and intelligence reporting. Additionally, it gathers reports based on statistics collected during investigative casework.

COT manages information technology programs and initiatives, working with ICE’s Office of the Chief Information Officer (OCIO) to ensure the best use of methods and technology throughout ICE and the Department of Homeland Security. It directly supports HSI’s law enforcement and mission support programs and helps develop major advancements in technology used to combat crime.

The Office of the Chief Information Officer (OCIO) provides information technology services and products that enable ICE and DHS to meet their respective missions. In order to meet these goals, the OCIO has developed a number of critical IT initiatives that will help ICE modernize its IT systems,
adapt and conform to modern IT management disciplines, and provide IT solutions throughout ICE.

The Solutions Delivery Division (SDD) provides development, modernization, and enhancement of all IT applications and infrastructure in support of the ICE mission. The SDD HSI Branch is responsible for oversight, support and delivery of information technology solutions and services that support the HSI operational mission. The SDD HSI Branch works closely with HSI leadership, in conjunction with the HSI Executive Steering Committee (HSI ESC), to align HSI IT priorities with current and future HSI IT investments, oversees and manages the implementation of new HSI IT investments and measures the performance of those investments relative to the missions they support.

• The Department of Homeland Security (DHS), Immigration and Customs Enforcement (ICE), Solutions Delivery Division (SDD) branch requires Information Technology Training and Communications Support Services (ITaCS). The intent is to issue a single award Blanket Purchase Agreement (BPA) to meet the mission and business needs of DHS ICE. All ICE divisions, departments and offices are authorized to utilize the services provided under this BPA, so long as the requirements are within the scope identified in the scope of this Performance Work Statement (PWS). The scope of this contract will be to provide training and communications support services for all IT investments support by the HSI IT Portfolio, and the OCIO, SDD, HSI Branch. Training services include assessment of current program training documentation and plans to validate training needs, design and development of appropriate training materials and delivery of training for COT systems.
• To obtain Training and Communications support for the Department of Homeland Security (DHS), Immigration and Customs Enforcement (ICE), Office of the Chief Information Officer (OCIO), Solutions Delivery Division (SDD) Branch supporting HSI COT.
• The scope of this work is for training and communications support services for COT, to include all IT investments supported by the HSI IT Portfolio, the HSI OTC Division, and the OCIO SDD HSI Branch. The Contractor shall follow Training and Communications best practices to assist the Government in Training services to include the assessment, design, and delivery of training for COT systems.
• Communications services shall include the assessment, design, and delivery of communications related to the programs and key stakeholders impacted by the COT systems, such as Investigative Case Management (ICM) and HSI Innovation Lab products. Training services include assessment of current program training documentation and plans to validate training needs, design and development of appropriate training materials and delivery of training for COT systems. Communications services include the assessment of current program communications plans to validate communication needs, as well as the design and development of HSI COT program related communications including organizational change management associated with new policies and systems. Industry standards and best practices are expected to be adhered to while assisting the Government with their training and communications requirements.
• The training and communications support services will assist OCIO and HSI management in the design and delivery of an effective approach to managing users of COT systems. Together training and communications activities are intended to build change readiness by ensuring impacted stakeholders are ready, willing, and able to use the information technology systems in their daily operations according to all applicable policies. This approach will:
  • Build organizational awareness, understanding, alignment, and support for change
  • Identify and mitigate key change barriers and reinforce organizational change enablers
  • Facilitate user understanding of new tasks and revised operational processes for continuity of the day- to-day mission.
  • Guide recommended strategies and actions to ensure successful deployment and end-user implementation.
• The Contractor shall perform in a dynamic Agile (development) environment, working seamlessly with other project teams across DHS/ICE/OCIO and DHS/ICE/HSI while interfacing and collaborating with other contractors tasked with executing the agency mission. It is acknowledged that these evolving, and sometimes complex environmental factors may play a role in the integration and day-to-day workflow.
• However, the Contractor shall participate fully, and with best intent, to ensure transparency and information sharing with the members of government and other contractor project teams.
• TASKS
  • Training
  • Communications
  • Organizational Change Management
  • IT Instructional Systems Design
  • ICE Content Management Portal
  • Optional Surge Support
  • RAVEN Training and Communications Support
  • Law Enforcement Information Sharing Initiative (LEISI) Training and Communications Support
  • Office of Professional Responsibility (OPR) Training and Communications Support
  • Human Resources Information Technology Resources (HRIT) Training and Communications Support