Border Patrol Technical Operations Center (BPTOC)

Background
The Department of Homeland Security (DHS) has initiated a comprehensive multi-year plan to secure America’s borders through the establishment of a Border Patrol Technical Operations Center (BPTOC). This center will consolidate persistent surveillance capabilities for the United States Border Patrol (USBP), which is currently managed through four separate legacy programs. The goal of this contract is to provide continuous support for Integrated Surveillance Tower (IST) systems and operator workstations at Border Patrol Stations, ensuring effective command and control operations.

Work Details
The contractor will provide support services through a fully managed BPTOC solution that includes:

1. **Network Operations Center (NOC)**: Responsible for system monitoring, health and status reporting, and security services for all CBP deployed IST program systems.

2. **Security Operations Center (SOC)**: Offers 24/7 security management capabilities, including monitoring compliance with DHS security policies, analyzing network traffic, intrusion detection, incident response logging, and conducting security event tracking.

3. **Call Center (CC)**: Provides Tier 1 and Tier 2 support, coordinating with NOC/SOC and CBP Field Service Representatives to resolve incidents. The CC acts as a single point of contact for users to report issues, manage system change requests, and track trouble tickets using a designated system. Additional responsibilities include logging trouble tickets, dispatching resources for issue resolution, configuration management on CBP systems, and delivering various Contract Data Line Item (CDRL) outputs such as Transition Planning and Standard Operating Procedures.

Place of Performance
The services will be performed at Border Patrol Stations along the southern and northern borders of the United States.