“The purpose of this procurement is to provide Operations and Maintenance (O&M) Support Services for the Department of Homeland Security (DHS)/Immigration & Customs Enforcement (ICE)/Homeland Security Investigations (HSI)/Counterterrorism and Criminal Exploitation Unit (CTCEU). CTCEU requires Information Technology (IT) support to maintain the LeadTrac application and business processes in support of the HSI/CTCEU mission.”
“ICE requires all applications to be maintained in an operational and efficient manner to ensure the highest level of support for the user community. O&M support includes adaptive maintenance, perfective maintenance, corrective maintenance, and preventative maintenance to include enhancements to the system and any requisite updates to the system documentation as requested by the Government. O&M support includes modifications to the application due to changes in the larger DHS Overstay Mission, LeadTrac system configuration changes, security changes, infrastructure changes, and minor regulatory or agency changes. The Contractor shall provide personnel to support the O&M requirements of CTCEU’s LeadTrac system as well as support of the LeadTrac hosting environments which are located in AWS Gov Cloud. Additional detail on the level of System Administration support required for the LeadTrac hosting environment is documented in Section 5.0 – Team Resources.
- Adaptive – modifying the system to cope with changes in the application platform;
- Perfective – implementing new or changed user requirements which concern functional enhancements to the application platform;
- Corrective – diagnosing and fixing errors, possibly ones found by users;
- Preventive – increasing software maintainability or reliability to prevent problems in the future
Key to the support of the LeadTrac system is an understanding of the interfaces that the application relies on for data and those that rely on LeadTrac to provide it with reciprocal data. LeadTrac is a central partner to the DHS overstay mission and…”