The BPA will cover IT support services across TSA’s enterprise, including approximately 85,000 Federal employees, contractors, and support personnel at various sites. Services will be provided at TSA Headquarters, field sites (airports, Federal Security Director offices, Federal Air Marshal Service offices), training sites, international support sites, Freedom Center, TSA Systems Integration Facility (TSIF), Continuity of Operations (COOP) sites, data centers, cloud environments, and other TSA locations.
The scope will include specialized functional areas to support TSA’s IT infrastructure, operations, and cybersecurity needs. The BPA will allow for the integration of emerging technologies, such as artificial intelligence (AI), machine learning (ML), and automation, to enhance TSA’s IT capabilities.
The scope covers all Operations, Maintenance, and Support for all technologies in the TSA IT environment and end user support. TSA IT is constantly deploying new technologies and decommissioning old technologies to address the ever-changing threats to transportation security.
The BPA will encompass four core functional areas. All task orders issued under this Blanket Purchase Agreement (BPA) shall adhere to industry-standard program and project management practices, including but not limited to ITIL (Information Technology Infrastructure Library) frameworks and ISO/IEC 20000 standards for IT service management. Additionally, all task orders must align with the established enterprise architecture guidelines and incorporate robust data handling and protection measures to ensure compliance with applicable federal regulations and security requirements.
Functional Area Objectives:
- Operations and Engineering Support Services: The Operations and Engineering Division (OED) manages and operates TSA’s IT enterprise, providing operations and maintenance (O&M) and engineering support for infrastructure across TSA’s worldwide enterprise. Key services include data management, fault resolution, patch management, disaster recovery, systems performance monitoring, change management, and IT infrastructure remediation. OED supports computing environments in DHS data centers, TSA sites, and smaller server collections, along with LAN/WAN networks and desktop devices.
- Data Center Services: Provide enterprise systems management, migration, and restoration of services across TSA environments.
- Email and Messaging Services: Ensure reliable email, messaging, and mobile device services while mitigating malicious software and spam.
- Network Services: Manage and secure TSA’s LAN/WAN networks, ensuring seamless connectivity and incident management.
- Testing Services: Provide operational support for testing environments to sustain development and release schedules.
- Voice Services: Manage TSA’s VOIP, mobile infrastructure, and unified communications for mission-critical availability.
- Critical Incident Management: Operate a 24/7 command center to manage incidents, execute COOP plans, and improve response communications.
- Configuration, Change, and Release Management: Ensure lifecycle integrity of TSA systems through standardized processes.
- Disaster Recovery: Restore IT services to planned levels within specified recovery objectives after disruptions.
- Identity Credential and Access Management (ICAM): Support secure user authentication, access management, and compliance with HSPD-12.
- Cloud Services: Manage TSA’s cloud environments, including IaaS, PaaS, and SaaS, ensuring secure and efficient operations.
- Incident Response and Cybersecurity: Mitigate security threats and maintain IT security devices and logs.
- Risk Management and Compliance: Remediate vulnerabilities, ensure FISMA compliance, and ensure proactive security and compliance of TSA systems.
- Patch and Upgrade Management: Monitor, test, and apply patches/upgrades to maintain secure and functional systems.
- On-Premise Services: Manage TSA’s on-premise environments, ensuring operational monitoring, migration, and service restoration.
- Communications and Collaboration Services: Maintain and support enterprise communication tools like Microsoft 365, Teams, WebEx, and SharePoint.
- Security Technology Integration Program (STIP): Provide O&M engineering support for STIP, including troubleshooting, data verification, user management, incident resolution, and performance monitoring to ensure optimal Transportation Security Equipment (TSE) functionality and connectivity.
- These objectives collectively ensure TSA’s IT infrastructure operates securely, efficiently, and in compliance with DHS and TSA policies.
- Site Support Services: Site Support Services provide on-site technical support for TSA users, infrastructure, and equipment across various locations, including airports, Federal Air Marshal Service (FAMS) offices, international sites, training centers, data centers, mission support centers, headquarters, and other TSA facilities. Support includes end-user assistance, infrastructure maintenance, lifecycle equipment refresh, and compliance with TSA and DHS policies.
- Site Support objectives ensure TSA’s IT infrastructure remains operational, secure, and responsive to mission-critical needs across diverse locations.
- Key Objectives:
- Resident On-Site Support: Deploy personnel to specified locations for infrastructure activation, troubleshooting, IT requirements gathering, lifecycle equipment refresh activities, and deskside user support.
- Travel and Dispatch Support: Provide dispatch support outside normal hours and site without resident on-site support for incident resolution as well as facilitate TSA-directed travel for site projects.
- Technology Maintenance: Perform installation, moves, adds, changes (IMAC), preventive maintenance, and break-fix repairs for IT and communication equipment such as servers, networks, workstations, printers, phones, and duress alarms.
- Network and Cabinet Management: Maintain accurate physical and logical diagrams for racks/cabinets, perform audits, and ensure proper cable management.
- Asset Management: Conduct inventories of IT assets, update TSA’s asset management system, and comply with TSA/DHS policies for equipment disposal.
- Specialized Support: Provide tailored services for unique environments such as Freedom Center (24×7 operations), Site W, TSA Headquarters, TSA Warehouse, and TSA Systems Integration Facility (TSIF).
- Communication and Collaboration Services: Support video teleconferencing (VTC), audio-visual (AV) systems, and web conferencing tools like Microsoft Teams, WebEx, and SharePoint.
- Software Asset Management (SAM): Manage software licenses, compliance, and cost optimization while ensuring accurate tracking and reporting.
- Continuity of Operations (COOP): Develop and execute plans to ensure uninterrupted operations during disasters or exercises, including personnel realignment and alternate-site relocation.
- Information Assurance and Cybersecurity Support Services: The Information Assurance and Cybersecurity Division (IAD) manages TSA’s enterprise-wide cybersecurity program to protect personnel, systems, and data, adhering to federal laws, NIST standards, and DHS policies. Key areas of focus include Incident Response, and Risk Management.
- Incident Response and Cybersecurity:
- These services mitigate threats and vulnerabilities identified by TSA SOC or authorized personnel, implement remediation actions, and conduct annual reviews to strengthen security infrastructure across networks, firewalls, cloud systems, and airport networks.
- Risk Management and Compliance:
- Risk management supports FISMA compliance through regular vulnerability management, applying necessary patches and configurations, remediating POA&Ms, and assessments of TSA IT systems to identify and mitigate risks. Ensure compliance with DHS and TSA directives through comprehensive analysis, accurate reporting, and timely remediation of identified security concerns.
