Internet Protocol/Interactive Voice Response (VoIP/IVR) solution
Added: May 04, 2015 4:13 pm COMBINED SYNOPSIS/SOLICITATION (I) This is a combined synopsis/solicitation for commercial services prepared in accordance with the format in FAR Subpart 12.6, as supplemented with additional information included in this notice. This announcement constitutes the only solicitation; proposals are being requested and a written solicitation will not be issued.(II) This solicitation document is issued as a request for proposal (RFP). Submit written proposals for RFP number DOL-OPS-15-R-00026.(III) The solicitation document and incorporated provisions and clauses are those in effect tough Federal Acquisition Circular, FAC 2005-81/04-10-2015.(IV) This acquisition is set aside 100% for small businesses. The associated NAICS code is 541519. The small business size standard is $25.7 million.(V) This combined solicitation/synopsis is for purchase of the following commercial services:Base Period - Period of Performance: Twelve (12) Months from date of awardCLIN Description Estimated QTY Unit of Issue0001 Software Engineer II 8000 HR0002 Engineer III 10000 HR0003 Systems Administrator 3000 HR0004 Documentation Specialist II 2000 HR0005 Project Manager 8000 HR0006 Project Coordinator 2000 HR0007 Engineer II 2000 HR0008 Subject Matter Expert III 6000 HR0009 Consultant 6000 HR0010 Help Desk Specialist II 7000 HR0011 LAN/WAN Support Tech 6000 HR0012 Other Direct Costs (ODCs) $90,000 JA0013 Travel $40,000 JAOPTIONSOption Period One (1) - Period of Performance: Twelve (12) Months CLIN Description Estimated QTY Unit of Issue1001 Software Engineer II 4000 HR1002 Engineer III 8500 HR1003 Systems Administrator 500 HR1004 Documentation Specialist II 750 HR1005 Project Manager 8000 HR1006 Project Coordinator 1000 HR1007 Engineer II 1000 HR1008 Subject Matter Expert III 1000 HR1009 Consultant 500 HR1010 Help Desk Specialist II 750 HR1011 LAN/WAN Support Tech 1250 HR1012 Other Direct Costs (ODCs) $15,000 JA1013 Travel $7,000 JAOption Period Two (2) - Period of Performance: Twelve (12) MonthsCLIN Description Estimated QTY Unit of Issue2001 Software Engineer II 4000 HR2002 Engineer III 8500 HR2003 Systems Administrator 500 HR2004 Documentation Specialist II 750 HR2005 Project Manager 8000 HR2006 Project Coordinator 1000 HR2007 Engineer II 1000 HR2008 Subject Matter Expert III 1000 HR2009 Consultant 500 HR2010 Help Desk Specialist II 750 HR2011 LAN/WAN Support Tech 1250 HR2012 Other Direct Costs (ODCs) $10,000 JA2013 Travel $7,000 JAOption Period Tee (3) - Period of Performance: Twelve (12) MonthsCLIN Description Estimated QTY Unit of Issue3001 Software Engineer II 4000 HR3002 Engineer III 8500 HR3003 Systems Administrator 500 HR3004 Documentation Specialist II 750 HR3005 Project Manager 8000 HR3006 Project Coordinator 1000 HR3007 Engineer II 1000 HR3008 Subject Matter Expert III 1000 HR3009 Consultant 500 HR3010 Help Desk Specialist II 750 HR3011 LAN/WAN Support Tech 1250 HR3012 Other Direct Costs (ODCs) $10,000 JA3013 Travel $7,000 JAOption Period Four (4) - Period of Performance: Twelve (12) MonthsCLIN Description Estimated QTY Unit of Issue4001 Software Engineer II 4000 HR4002 Engineer III 8500 HR4003 Systems Administrator 500 HR4004 Documentation Specialist II 750 HR4005 Project Manager 8000 HR4006 Project Coordinator 1000 HR4007 Engineer II 1000 HR4008 Subject Matter Expert III 1000 HR4009 Consultant 500 HR4010 Help Desk Specialist II 750 HR4011 LAN/WAN Support Tech 1250 HR4012 Other Direct Costs (ODCs) $10,000 JA4013 Travel $7,000 JAOptional CLINCLIN Description Estimated QTY Unit of Issue5000 Transition Out 1 JA(VI) Description of requirements is as follows:General InformationC.1 IntroductionThe United States Department of Labor (DOL) has a requirement for the ongoing support of the currently implemented Interactive Intelligence Voice over Internet Protocol/Interactive Voice Response (VoIP/IVR) solution. The DOL Office of the Chief Information Officer (OCIO) requires contractor support in order to maintain VoIP/IVR services for approximately 4,000 users in over 150 sites across the United States. This support includes but is not limited to:• Tier 2 and 3 VoIP and IVR incident/problem management service desk support• System-wide management, maintenance, and improvements• Management of user accounts, work groups, call queues, primary rate interfaces (PRI), fax lines, and office mailboxes;• Device management including Internet Protocol (IP) phones, fax machines, TTY devices, and Pitney Bowes postage machines• IVR call flow scripting and management , automatic call distribution (ACD) management, and business application integration• Network traffic monitoring and testing • DOL OCIO Service Catalog reporting and cost management.In additional to the described VoIP and IVR services, DOL OCIO is in need of continued support of various projects that integrate and modernize current client systems and makes the technology base compliant with Federal, DOL, and OCIO target enterprise architecture standards. The OCIO is continuing to extend, expand, enhance, integrate, and update the existing IT infrastructure and architecture. Software and Services Development and Testing Support are required to support standard development processes, tools, and environments for the entire lifecycle of application development as well as Customer Agency application testing, certification, and release management. C.1.1 Background InformationThe DOL's implementation of the Interactive Intelligence IVR and VoIP solution set is an integral part of a larger Unified Communication (UC) suite operated by the DOL in support of operations of its various Agencies. Although a common platform, there is a fair amount of customization of the Agency-specific applications, due to Agency specific functional needs and differences in the IT systems supporting individual Agencies. The Agency overall IT environment is known as the General Support Systems (GSS).Integration with GSS:The VoIP solution is fully integrated with the DOL OCIO GSS, including bi-directional communication with Outlook.com and Office365. This includes the implementation of Unified Communications for email and fax delivery, to both individual users and also to offices and specialty lines.Integration with Agency Applications:The VoIP solution is integrated with a variety of agency applications. This includes caller self-service, screen pops, customer satisfaction surveys, and custom reporting.• The Office of Workers Compensation Program (OWCP) Division of Federal Employment Compensation (DFEC) call flow takes information input by the caller, which is sent to the Integrated Federal Employment Compensation (iFECS) application via web services to validate a case number and determine where to connect the call (office, claims examiner, or customer service representative). As the connection is made, the iFECS application does an application screen pop that tells the receiver of the call who is calling and provides other basic information. If the call isn't answered, the IVR solution allows the caller to leave a message which is then forwarded to the correct claims examiner. • A custom built connector uses the Interactive Intelligence Application Programming Interface (API) to receive notification from the CIC server, and uses iFECS application libraries to send notifications to the iFECS application.• Custom reporting has been developed from the VoIP system for Wage and Hour Division (WHD) applications and business processes. This includes reporting on call volumes, performance statistics, workload analysis, etc.• All OWCP call flows include the ability to take customer satisfaction surveys at the request of the caller. This functionality utilizes an external survey service and seamlessly connects the caller to the survey at the completion of their service call.C.1.2 Hours of OperationsTotal hours worked per day (Monday-Friday), per full time employee, shall not exceed eight (8) hours without written approval from the Contracting Officer. All Key Personnel must be available during the Core Hours. Core Hours of Operation are 9:30am to 3:30 pm Eastern Time, Monday tough Friday, with the exception of Federal Government holidays. Government Holidays: The contractor is not required to perform services on the following holidays: New Year's Day Labor DayMartin Luther King Jr.'s Birthday Columbus DayPresident's Day Veteran's DayMemorial Day Thanksgiving DayIndependence Day Cistmas DayAll scheduled (and to the extent possible, all unscheduled) maintenance activities shall be performed during agreed upon and reserved Authorized Service Outage Windows (ASOW). C.1.3 Place of PerformanceWork under this contract will be performed on-site at the U.S Department of Labor in the Francis Perkins Building located at 200 Constitution Ave., N.W. in Washington, D.C.C.1.3.1 TeleworkWith the preapproval of the Contracting Officer and the COR, the contractor employees may be allowed to telework, at the discretion of the Government. In the event that telework is granted, the following guidelines shall be in effect:1. Contractor employee must have an adequate internet connection, workstation or laptop, active security token, and phone to be able to perform all duties normally performed in the office.2. Contractor employee must send an e-mail to the Contractor Program Manager, the COR, and the Program Office representative when logging on to begin work. A follow-up email must be sent each time the employee is going offline (e.g. lunch) and back online toughout the day. The employee is expected to work 8 hours unless otherwise noted/approved in advance by the Contracting Officer. 3. Contractor employee must include a list of planned tasks with the first login email. The final logout email must include a status report of accomplishments and activities performed toughout the day.4. Contractor employee timesheets must correspond to the login/logout email times.5. Contractor employee must adhere to all DOL policies and procedures for securing data, records, privacy, etc, including locking of the workstation if unattended.C.1.3.2 TravelLimited travel may be required to other DOL regions at the COR's discretion and with the approval of the CO. If travel is deemed necessary by the CO/COR, any such approved travel and per diem shall be reimbursed in accordance with the Federal Travel Regulations and FAR 31.205-46. All contractor travel shall be approved in advance by the CO/COR. Advanced notice must be provided for any travel required by the Federal Program Manager. C.1.4 Operational ModelThe Contractor will be using DOL-owned operational, development, testing and management tools to maintain and enhance systems that are owned, leased, or otherwise supplied by DOL. The Contractor is expected to provide innovative solutions that bring technical, operational, and cost efficiencies to DOL and its users. DOL will include Contractor's efforts in decisions related to execution of optional task periods.The contractor staff will be working under direct supervision of the contractor's project manager(s) and the Federal Project Manager. It will be the contractor's responsibility to manage to the agreed to timelines and priorities.Part 2Definitions & AcronymsCO - Contracting OfficerCOR - Contracting Officer's Representative: A representative from the requiring activity assigned by the Contracting Officer to perform surveillance and to act as liaison to the contractorDefective Service - A service output that does not meet the standard of performance associated with it in the Statement of Work.DFEC - Division of Federal Employees' CompensationDITMS - Division of Information Technology Management and ServicesDOL - Department of Labor EA - Enterprise ArchitectureFAR - Federal Acquisition RegulationGSS - General Support SystemsIT - Information TechnologyIVR - Integrated Voice Response system for managing phone calls, customer service, etc.OASAM - Office of the Assistant Secretary for Administration and ManagementOCIO - Office of the Chief Information OfficerOMB - Office of Management and BudgetPIV - Personal Identity VerificationPOP - Period of Performance Quality Control - Those actions taken by a contractor to control the performance of services so that they meet the requirements of the SOW.Quality Assurance - Those actions taken by the government to assure services meet the requirements of the Statement of Work.SF - Standard FormSOW - Statement of WorkPart 3Government Furnished Property, Equipment, and ServicesC.2 Government Furnished Items and ServicesC.2.1 Facilities, Supplies, and ServicesDOL will provide working space including furniture, computers, network connections, and telephone access for official work-related calls only. DOL will provide appropriate software (operational and development) on-site at its headquarters building in Washington, DC for use in task completionC.2.2 Information SourcesKnowledgeable DOL personnel will be made available to assist contractor personnel in obtaining information pertinent to this SOW. Extensive information regarding DOL's business and processes are available via the OCIO homepage on the DOL Intranet and will be made available to the contractor personnel. The contractor will be provided all necessary documentation pertinent to the performance of the specified tasks.Part 4Contractor Furnished Property, Equipment, and ServicesC.3 Contractor Furnished Items and ServicesC.3.1 Contractor Furnished EquipmentThe Contractor shall provide any equipment and supplies it feels are required to meet the contract requirements beyond that provided by the DOL. All hardware and software purchases require prior DOL Contracting Officer (CO) approval if DOL is to pay for the purchase.The Contractor will not be allowed to operate any hardware or software device on the DOL network without getting an approval to operate from DOL. Once such approval is granted, any changes to the Contractor furnished equipment using DOL's network must be presented by the Contractor for certification and approval by the DOL CO.C.3.2 Government-Reimbursement of Certain CostsC.3.2.1 Hardware, Software and EquipmentThe Government may ask the Contractor to purchase or lease certain equipment (e.g., Blackberries) for use under this contract with the intent of reimbursing the Contractor for the purchase price or monthly expenses. The Government will make this request (in advance) in writing, providing approval of the cost or a budget limitation for the item(s) requested. Any lease entered into by the Contractor as a result of this request must not exceed the costs approved by the Government nor the amount of time remaining in the contract. The lease may be renewed by the Contractor as long as the Government renews the contract and determines that the equipment is still needed. If the contract is terminated before the end of the contract term because the Contractor is determined by the Government to be in default of the contract, the Government is not responsible for completing the lease agreement beyond the termination date of the contract or for paying any penalties or fees due to early cancellation of the lease.The Contractor shall request and receive in advance written approval from the Government before purchasing or leasing any such equipment for use under this contract. If this advance written approval is not obtained, any request for reimbursement for the costs may be denied by the Government. The Contractor's request must include cost information and a justification for the action. The Government reserves the right to deny the request based upon the expense of the purchase or lease or a determination that the purchase/lease is not justified. C.3.2.2 Other Direct Costs:Contracting Officer shall approve before incurring other direct costs, (incidental services for which there is not a labor category specified in the contract, computer usage charges, and emergency procurements under the micro purchase teshold). In terms of this contract, other direct costs shall cover replacement telecommunications hardware and accessories for the IVR systems, such as handsets, head sets and power cords. If advance approval is not obtained by the CO in writing, any request for reimbursement of costs may be denied by the CO. The Contractor's request must include cost estimates information and a justification for the purchase. The Government reserves the right to deny the request based upon the expense of the purchase, lease, or a determination that the purchase/lease is not justified.Part 5Management Team and Key PersonnelC.4 Management Team and Key PersonnelC.4.1 Management Team and Key FunctionsThe Contractor shall provide Key Personnel who are exclusively dedicated to the execution of the activities called forth in the requirement. The Project Manager is a key position. The Project Manager shall be responsible for all aspects for Contractor's personnel, and for communications between DOL and Contractor/vendor.The Contractor shall ensure that Key Personnel are available either in person, or by other approved collaboration tools. DOL designated the following as Key Personnel: Project Manager, IVR/VoIP Project Manager, VoIP/IVR Engineer II, VoIP/IVR Engineer III, Subject Matter Expert III (Middle-Tier, Business Intelligence Reporting, and Rational Collaborative Lifecycle Platform).Key Personnel Minimum Experience and Education must meet the following requirements:Project Manager (Project Manager Labor category)Minimum/General Experience: Seven to fifteen years of applicable experience, including five years of specialized experience in supervision of projects of similar size and complexity.Minimum Education: A Bachelor's degree in Business, Engineering, Management, Social/Physical Science, Mathematics, or other discipline functionally related to the work assignment.• Provides competent leadership and responsible program direction tough successful performance of a variety of detailed and diverse elements of a project's lifecycle. • Plans, organizes, and controls the overall activities of the project -- i.e., project management, staffing, requirements definition, technical work, quality of products, and costs associated with the project. • Ensures that all activities conform to the terms and conditions of the contract. • Provides administrative oversight, handles contractual matters, and serves as liaison between the Contracting Officer's Representative (COR), the Contracting Officer (CO), and corporate management. Consults with COR and users to reduce costs and maximize efficiency in achieving the stated requirements. • Schedules and assigns duties to subordinates and subcontractors, and ensures that assignments are completed as directed. Coordinates activities and seeks resolution of contractual and technical problems while working with the CO, the COR, and the Government project manager.• Is intimately familiar with customer organization and goals. Understands CIO relationship with agency customers and develops solutions to satisfy customer requirements and fit into CIO priorities and target architecture• Provides input and value analysis on solutions and required. Manages vendor relationships where required; recommends updates and changes to enhance overall services and reduce costs• Liaison with DOL agencies concerning agency projects: defining business requirements, budgeting as pertains to system modification and updates, and setting and managing project prioritiesIVR/VoIP Project Manager (Project Manager Labor category)Minimum/General Experience: Seven to fifteen years of applicable experience, including five years of specialized experience in supervision of projects of similar size and complexity.Minimum Education: A Bachelor's degree in Business, Engineering, Management, Social/Physical Science, Mathematics, or other discipline functionally related to the work assignment • Liaison with all DOL agencies concerning agency projects: defining business requirements, budgeting as pertains to system modification and updates, and setting and managing project priorities• Liaison with all DOL agencies concerning trouble tickets: methods of ticket resolution, setting and managing ticket priorities, providing periodic status updates to agencies and OCIO, and insuring resolutions are documented and tickets are closed according to procedures• Managing implementation of major / minor vendor releases, including periodic service updates• Consultant to various DOL groups in long range system planning regarding voice services including VoIP, ACD, IVR, unified messaging• Manages Tier 1 to Tier 4 teams to provide support for overall system operations• Provides system accounting reports including agency program utilization, investment, and breakdown of offices for service catalog • Intimately familiar with agency business processes and applications including all integration points with IVR/VoIP solution• Provides guidance for overall architecture of IVR/VoIP services and integration with overall General Support Services and agency applications• Manages vendor relationships where required; recommends updates and changes to enhance overall services and reduce costsVoIP/IVR Engineer IIIMinimum/General Experience: Seven years of experience in Performing complex engineering development and design work including (but not limited to) logic design, circuit design, I/O design, instrumentation design, firmware development, model formulation, manufacturing and development cost projections, computer architecture analysis and design, network structure design, mechanical design, and optical design.Minimum Education: Bachelor's degree general engineering.• Lead Architect for call flow design, modification, and implementation.• Ensures that system and services are compatible with overall technical and business needs. • Codes handlers, flows, and provides overall system administration expertise. • Responsible for designing, implementing, managing and supporting call routing configurations on Interactive Intelligence (i3) platform (Attendant, Handlers, Dialer, Admin and recording).• Works with application developers and system administrators for telephony related applications and integrations• Designs, develops, codes, debugs, tests, implements and provides daily technical support and maintenance program applications and sites including but not limited to, I3 multi-media call routing, IVR, and reporting• Troubleshoots system issues, determines root cause, repairs, coordinates with vendors when necessary, escalates and tests solutions• Daily monitoring and frequent modifications of agency specific call flows including screen pops, database lookups, skill-based routing• Constant monitoring / modification / publishing of a library of 1,200+ multi-language voice prompts• Creation, modification, and monitoring of 50+ specialty public phone lines across multiple DOL agencies• Troubleshooting and resolving voice and fax issues on 250+ public phone lines across the country• Monitoring and deciphering system logs and identifying anomies for investigation• Constant monitoring / troubleshooting / resolving VoIP and IVR equipment located at 150+ DOL sites across the country• Constant monitoring / troubleshooting / resolving 250+ PRI circuits across the country• Constant monitoring / troubleshooting / resolving 1,250+ SIP proxy DID numbers on local circuits across the country• Constant monitoring / troubleshooting / resolving issues with CIC system core services in primary, secondary, and DR data centers• Interactive Intelligence Core Certification (Interaction Center 4.0)VoIP/IVR Engineer IIMinimum/General Experience: Four to Five years of experience in Performing complex engineering development and design work including (but not limited to) logic design, circuit design, I/O design, instrumentation design, firmware development, model formulation, manufacturing and development cost projections, computer architecture analysis and design, network structure design, mechanical design, and optical design.Minimum Education: Bachelor's degree general engineering.• Codes handlers, flows, and provides overall system administration expertise. • Daily monitoring and frequent modifications of agency specific call flows including screen pops, database lookups, skill-based routing• Works with Lead Architect and Business Analyst to ensure that system and services are compatible with overall technical and business needs. • Develops, codes, debugs, tests, implements and provides daily technical support and maintenance program applications and sites including but not limited to, I3 multi-media call routing, IVR, and reporting• Troubleshoots system issues, determines root cause, repairs, coordinates with vendors when necessary, escalates and tests solutions• Constant monitoring / modification / publishing of a library of 1,200+ multi-language voice prompts• Creation, modification, and monitoring of 50+ specialty public phone lines across multiple DOL agencies• Troubleshooting and resolving voice and fax issues on 250+ public phone lines across the country• Monitoring and deciphering system logs and identifying anomies for investigation• Constant monitoring / troubleshooting / resolving VoIP and IVR equipment located at 150+ DOL sites across the country• Constant monitoring / troubleshooting / resolving 1,250+ SIP proxy DID numbers on local circuits across the country• Constant monitoring / troubleshooting / resolving issues with CIC system core services in primary, secondary, and DR data centers• Interactive Intelligence Core Certification (Interaction Center 4.0)Subject Matter Expert (SME III labor categories)Minimum/General Experience: Ten to fifteen years of experience providing expert consulting, design, implementation, and/or facilitation assistance in a specific technical discipline or technology, in situations that require specialized expertise.Minimum Education: Master's degree in a computer-related/1T field or in Business, Engineering, Management, Social/Physical Science, Mathematics, or other discipline functionally related to the work assignment. A Bachelor's degree and with 10 years of general experience of which 7 years is specialized may be substituted.Middle-Tier SME III• Develops design and implementation architecture of overall J2E and BPM middleware platform • Standardize middleware application development efforts across multiple teams with best practices and procedures • Provides expertise, supports, troubleshoots, and executes migration path for platform and application migration• Identifies application performance issue across multiple platforms, works with appropriate development team and MT vendor to identify issues and provide solutions• Designs and implements middleware performance load test platform, designs testing scenarios, records and implements load to perform load test and identify various application issue• Integrates applications and middleware with various authentication repositories• Ensures that system and services are compatible with overall technical and business needs. • Supports multiple agency development efforts and platforms including IBM Rational, Eclipse, Rational Software Architecture, Business Modeler, WebSphere Integration Designer and IBM Integration Bus• Design, architecture, and implement middleware runtime platform integrations for multiple services and solutions including agency applications• Provides daily production support of agency mission critical applicationsBusiness Intelligence Reporting SME III• Constantly monitors, troubleshoots, and resolves issues with Business Objects core services in clustered primary and secondary environments• Supports agency report development and migration efforts from multiple platforms including Business Objects XIR2, XIR3, and BI4• Configures, maintains, and administers an enterprise-wide Business Objects BI multi-platform environments (e.g., multiple repositories/universes, WEBI, application servers, enterprise databases)• Works with application developers and system administrators for BI related applications and integrations• Maintains end-user accounts, groups, and the security and authentication repository integration; works with account managers to structure Active Directory groups• Works with DOL agencies customers concerning agency projects; defines business requirements, designs solutions, recommends best practices for data management, and implementation architectures to meet business needsRational Collaborative Lifecycle Platform SME III• Develops software development tools related processes and provides best practice standards for the selected tools.• Organizes data to assist in troubleshooting application issues and sub-optimal system performance• Configures, maintains, and administers integrated and clustered Rational Collaborative Lifecycle platform environment • Provide support for legacy tools as required including RequisitePro, ClearQuest, TestManager, and Rational ClearCase.• Supports the integrated development lifecycle including source code repositories, build scheduling and automation, and delivery to Operations• Supports agency development teams and projects; mentors when needed, identifies process gaps, recommends best practices, and ensures project traceability• Provides support for Rational Application Developer, Rational Software Architect, and Eclipse IDE. • Supports an integrated platform including J2E platform and enterprise databases1. Designation of Key Personnel. Before placing an individual as a Key Personnel, after contract award, Contractor shall provide DOL with the resume and other information regarding the individual so that DOL can verify that the individual meets the qualifications of the position. Contractor's appointment of Key Personnel shall be subject to the Contracting Officer's written consent. 2. Replacement or Reassignment of Key Personnel. Except as otherwise mutually agreed or absent extenuating circumstances beyond the control of the Contractor, Contractor shall not reassign or replace any Key Personnel for twenty-four (24) months after his or her designation as Key Personnel.3. Extenuating circumstances include: a. Key Personnel's voluntary resignation from Contractor; b. Dismissal of Key Personnel by Contractor; c. Inability of Key Personnel to work due to medical leave (illness, sickness), leave covered under the Family Medical Leave Act.Contractor shall be responsible for replacing Key Personnel within fifteen (15) business days. Training for Key Personnel shall not be an additional charge to DOL.4. Personnel. The Contracting Officer, in consultation with the COR, may require Contractor to remove any individual immediately, for any reason.. Part 6Management RequirementsC.5 Management RequirementsC.5.1 Program Management and ExecutionThe Contractor shall be responsible for satisfying all requirements contained in this SOW. The Contractor shall:• Formulate and enforce work and quality standards• Review work in progress• Manage timely delivery of information and products requested by DOL, both scheduled and ad-hoc• Deliver progress and status reports• Interface with other Contractors• Ensure that the IT operations adheres to applicable DOL IT security policies and procedures • Take responsibility for and coordinate issue resolution• Coordinate on-site operational services.The Contractor's management team shall provide technical and functional support to cross-organizational working groups addressing large-scale changes to DOL's IT infrastructure. For example, projects, such as the deployment of new hardware or new software across the DOL or its agencies, could benefit from Contractor's experience in performing similar work.C.5.2 Technical Management Support ExecutionThe Contractor shall assume responsibility for ensuring that the systems under its control are configured to meet the current and foreseeable capacity, functionality and policy and regulatory needs. This support includes, but is not limited to the activities outlined below:• Manage operations and maintenance of all equipment and systems under its control• Coordinate issue resolution• Provide technical leadership in system selection and technology refresh activities• Provide leadership in providing input concerning better use of existing resources• Provide timely updates to Standard Operating Procedures (SOP) and other documentation used in execution of tasksC.5.3 Performance ReportingThe Contractor shall be responsible for gathering, processing and presenting the system performance data at the regularly scheduled review sessions. C.5.4 Deliverables ManagementThe staff provided under this task order will work under the direction of a Project Manager and a Federal Project Manager. Tasks will include enhancements, updates and additions to the existing infrastructure. The staff will perform tasks including but not limited to infrastructure additions and extensions; technical advice and consulting on infrastructure; database reporting and analysis; server and service virtualization; web services; thin/zero-footprint clients; software developments tools and their supporting environment; integration with existing environment. Staff will produce, as appropriate, issue papers, system concept & design, standard operating procedures, developer guides, presentation, guidelines, proposed standards and similar documentation.Deliverable Frequency/ No of Copies Medium/Format Submit ToStatus Reports -Weekly (Every Friday)/ 1/ Email /CORInvoice - per month /1 /Copy/ Email /CORInvoice - per month /1 /Copy /Hard Copy /Block 18aStaffing report Monthly- (First of each month)/ 1 /Copy /Email /CORHours report- As required/ 1 /Copy /Email /CORC.5.5 Standard Operating ProceduresThe Contractor shall establish (or update existing) and maintain formalized SOPs and operational plans for each function. C.5.5.1 Communication ManagementThe Contractor is responsible for notifying the COR in writing of all issues that may impact (positively and negatively) its ability to deliver services and/or deliverables in a timely manner at the levels specified by the applicable performance, content and quality levels. The COR will assist the Contractor, but only after being notified in writing of the issue and required support. The Contractor shall be responsible for communicating to the Users, information about scheduled and unscheduled events that may impact Users' access to the IT resources using current standards. In all cases, innovations in communication will be considered by DOL and enacted upon approval by the COR.C.5.6 Working with Other DOL Support ContractorsDOL employs services of multiple Contractors and vendors in support of its operations. The Contractor shall work with these entities and establish working agreements that enable it to meet DOL-mandated performance agreements. The Contractor shall be responsible for coordinating its efforts with any other Contractors and organizations operating within DOL, or external organizations supporting DOL. Examples of such coordination may include, but not be limited to:• Incident and Problem resolution escalation paths between the Enterprise Service Desk (ESD) and other organizations within DOL• Working with other Contractors to develop troubleshooting guides that enable the ESD to limit the number of escalated issues• Service desk scripts that support common approach to issues classification, description, routing and resolutionC.5.7 GFE ManagementThe Contractor's management staff shall be responsible for keeping track of Government Furnished Equipment (GFE) assigned to its staff in accordance with DOL property management and mobile computing device policies (DOL Manual Series (DLMS) 2-100 and OASAM/ECN Portable Systems Equipment Policy, or subsequent revisions/replacements of these policies). DOL will use financial and legal penalties for missing GFE regardless of the circumstance (e.g., theft, fire, and flood).C.5.8 Use of Industry Best PracticesThe Contractor shall utilize commercial best business practices such as:• The Information Technology Infrastructure Library (ITIL) version 3 (ITIL v3) • Information Technology Service Management (ITSM) and• Project Management Body of Knowledge (PMBOK) guideDOL is a process-oriented organizations and places value on personal and organization certifications, which show adherence to standardized and repeatable processes, such as described above. C.6.9 Contractor's Roles and ResponsibilitiesThe Contractor shall be responsible for coordinating its efforts with any other Contractors and organizations operating within DOL, or external organizations supporting DOL. If the Contractor requires an agreement with another organization(s), the Contractor shall develop and negotiate the appropriate agreements. DOL may assist the Contractor with such negotiations. The Contractor shall be fully responsible for developing and providing all deliverables called for in this SOW at or above performance levels specified in this solicitation.The Contractor shall participate in various governing bodies that perform functions including, but not limited to, future planning, standards setting, and configuration control. The Contractor shall comply with all current DOL security policies and procedures for handling IT equipment and data. The Contractor shall follow current DOL approved standard operating procedures (SOPs) until revised SOPs are coordinated and approved.C.6.9.1 Quality Assurance PlanA Quality Assurance Plan is to be completed 30 days from date of award. The contractor shall establish, document, implement, and maintain a quality monitoring system. The contractor's quality control plan must be updated yearly and include detailed instructions that accomplish the following:• Identify the contractor's plan for ensuring that services delivered comply with the performance standards specified by OCIO• Identify the criteria and method needed to ensure both the operation and control of call monitoring process is effective.• Identify and ensure that all support staff is properly skilled and knowledgeable in each area of customer support in order to provide quality customer service.• Explain the effectiveness of the quality management system tough the use of quality policy, quality objectives, corrective actions, preventive actions, and management reviews. (i.e., Quarterly Management Meeting)The plan should discuss the Contractor's overall approach to quality improvement, as well as specified processes, procedures, and/or methodologies the Contractor intends to use to meet and/or perform the services and activities required.C.6.10 DOL's Rights, Roles and ResponsibilitiesIn order to accommodate unforeseen situations and sudden changes in the underlying directives, DOL reserves the right to change priorities and redirect activities within the scope of the contract. DOL Contracting Officer will request the contractual changes via bi-lateral modification in order to accommodate the changing requirements before direction is given, if needed.• DOL Contracting Officer reserves the right to remove any Contractor personnel or its sub-Contractors not qualified to perform the tasks of this solicitation, or individuals that DOL feels are a potential teat to the health, safety, security, general well-being, or operational mission of the installation or its population.• DOL COR is the only entity authorized to provide access to DOL's network and its elements.• All intellectual properties, including but not limited to, databases, documents, creative notions, software code, or custom configuration of Commercial Off The Shelf (COTS) software, or any other collateral developed under this contract will be the property of DOL, not that of the Contractor or his subcontractors.• DOL reserves the right to, and will, verify any and all report and summary data provided by the Contractor with the source data that the Contractor used to generate said reports and summaries. The Contractor shall maintain summary project and performance data for the duration of the contract.• DOL reserves the right to approve Contractor-provided hardware and software based on security requirements and mitigations. Hardware, COTS software, custom-developed software, Government Off The Shelf (GOTS) software, licenses and data provided, generated and procured during the execution of this contract shall remain the property of the Government and shall be returned to the Government at the end of the contract or when requested to do so by DOL.• DOL reserves the right to review resumes of all staff proposed by the Contractor and make recommendations as to suitability of the proposed personnel.Part 7Task Area 1C.6 Task Area 1 - Agency-Specific ApplicationsThe contractor shall provide ongoing technical and engineering support to the Agency-specific implementation of the IVR system. This support includes a full system lifecycle support from requirements gathering and analysis, though development of technical solution tough implementation of changes. Of specific importance is careful IVR and application integration with agency business processes and applications including DFEC's iFECS application and case claimant self-service.The scope of work includes the IVR call flows as well as changes to the associated systems, including but not limited to hosting environment, IVR call flows, ACD, calls routing, databases, the telephony infrastructure, messaging and case management.There are approximately 14 distinct call flows are implemented on the IVR/VoIP solution. The call flows are updated approximately every month. The system must be fully tested for all changes including:• Call Flow updates• Network configuration changes. This includes site connection changes which require before/after testing ensuring proper communication and Quality of Service (QoS).• GSS integration changes (server patching and upgrades, Office360 communication, etc.)• Office moves and site relocations• Carrier service and contract changesThe call flows additionally include multi-language capabilities, dial-by-name capabilities, and the ability for office managers to close/open offices remotely due to inclement weather, power outages, training schedules, etc.Part 8Task Area 2C.7 Task Area 2 - System Operations and MaintenanceTask Area 2 includes activities required to maintain and enhance the current infrastructure and systems making up the IVR and VoIP solution.C.7.1 Operations and Maintenance SupportThe Contractor shall provide real time system monitoring and issue/problem resolution for all systems under its management, including technical and engineering (configuration, moves, changes, updates, etc.) support of:• 174 equipment based offices (Mediant Gateways and HP Media servers) and 132 auxiliary offices (analog Polycom phones)• 4,000 users and over 5,000 IP devices including Polycom IP desktop phones, Polycom IP conference phones, and Audiocodes MP Gateways for fax machines, postage machines, and TTY devices.• Approximately 150 PRI circuits across the country incorporating over 10,000 individual DID (phone) numbers• Continuous network and PRI circuit monitoring and alerts working with AppNet monitoring devices, PathSolutions switch monitors, and Interactive Intelligence media server iMonitor of the VoIP and IVR systems, including but not limited to:o Interactive Intelligence IVR serverso Interactive Intelligence fax serviceo Audiocodes' Mediant Gatewayso HP Media serverso IP Phones (desk and Polycom)o Underlying server infrastructure and Unified Communication elements (MS Windows XP, Windows 7, MS Office360 Cloud, MS Lync Messaging)o PRI gatewayso Interactive Intelligence Fax servers• TTY devices, and Pitney Bowes postage machines• Continuous changes in agency call flows, workgroup structures (236 separate workgroups / office queues), specialty phone lines (54 lines), and application integration• The VoIP solution over DOL wide environments (i.e. MS Windows XP, Windows 7, MS Office360 Cloud, MS Lync Messaging, etc.)• Testing and implementation of all applicable vendor updates (OS and application)In addition, the Contractor shall provide the following services:• Installation and replacement of IP phones, including the headsets• Support of office closures, stand-up and moves• Hardware installation and upgrades• Hands-on support as neededC.7.2 Service Desk SupportThe contractor shall provide the following services:• Management (add/move/delete) of user accounts, workgroups, and call queues• Password resets• Support and troubleshooting of PRI lines, fax lines, and office mailboxes• Troubleshooting system issues associated with the VoIP and IVR systems• Troubleshooting of Caller ID issues• Rerouting of incoming/outgoing calls based on line or service outages• Support of emergency office closures• Recording and implementation of inclement weather broadcasts• Maintenance of call routing business rules (office business hours maintained/changes)• Setting up conference calls• Transmitting and receiving faxes and voicemailsThe Contractor shall use DOL's standard implementation of ITSMv8 for handling tickets. This system will be furnished by DOL. The Contractor will be provided access to the system tough a Web interface.In 2014, the IVR/VoIP support Contractor handled 4.372 incident, problem and service request tickets.C.7.2.1 Enterprise Service Desk Escalations SupportThe Contractor shall establish a small help desk, which will accept escalations form the Enterprise Service Desk in real time. The Contractor shall ensure that the appropriate ITSM ticket queues are monitored in real time. To ensure that the Enterprise Service Desk (ESD) is capable of reaching the IVR support personnel, the Contractor shall establish means for the ESD to reach assigned personnel via a monitored phone number during the NWH.The Contractor shall address all tickets and calls received after NWH during the first 30 minutes of the next business day.C.7.2.2 Ticket ManagementTo properly manage tickets created by or assigned to the Contractor, the Contractor shall:• Update trouble tickets with resolution information• Maintain status of all open trouble tickets and escalate as required.• Coordinate resolution with other internal and external teams, as appropriate.C.7.2.3 Problem Resolution and AnalysisThe Incident and Problem resolution processes involves both immediate assistance to the users and analysis of the encountered issues. To increase efficiency of employed systems and to minimize disruption to on-going operations, DOL is moving toward a more proactive approach of Problem management. The goal of this approach is to identify potential problems before they start affecting users, effectively improving customer service, while at the same time lowering support costs.To support this goal, the Contractor shall perform analysis that leads to identification of root causes of problems and means of resolving them. Once such analysis is complete, the results along with recommendations shall be submitted in writing to DOL. The recommendations shall not be limited to technical solutions, but shall also incorporate suggestions for improving internal processes, as appropriate.C.7.2.4 Root Cause AnalysisThe Contractor shall perform root cause analysis for all problem tickets, working with other Teams as required. This analysis shall identify the underlying cause of the problem, its overall impact, and suggestions for eliminating this cause in the future. The Contractor shall deliver results of its analysis in writing to DOL.The Contractor shall ensure that every problem ticket is updated with information about the root cause of the problem.C.7.2.5 Knowledge BaseThe Contractor shall be responsible for creating new and updating existing knowledge base entries. This effort shall be done in a manner that allows the ESD to improve its ability to resolve user issues and increase the ESD's first call resolution rates.C.7.3 Capacity ManagementThe Contractor shall continuously monitor capacity of the deployed systems. The Contractor shall proactively identify elements, which may require adjustments (up and down) and develop recommendations for changes. The Contractor must incorporate the DOL procurement and change management processes into timing of its recommendations.C.7.4 Configuration and Asset Management SupportThe Contractor shall ensure that all equipment and systems under its management have accurate and up-to-date configuration information. To support this requirement, the Contractor shall develop and maintain configuration information about all Configuration Items (CI) under its management, including:• Physical assets• Software• Business logic• DocumentationIn addition, the Contractor shall maintain site-specific information, including:• "As-built" diagrams and schematics• Rack space layouts• Equipment interconnectivityC.7.5 Integration and Change Management ServicesThe IVR/VoIP systems are closely integrated with the other DOL IT operational elements. As such, a close coordination with the change management process is critical to any and all modifications done to the systems under the Contractor's direct control, or systems, which impact the elements under the Contractor's direct control.The Contractor shall support the procedures and proceeding of the DOL's IT Change and Configuration Management (CMM) process by participating, as an SME, in the CMM proceedings and developing technical and process change requests.C.7.6 Certification ServicesAll hardware and software deployed on the DOL's network needs to pass a rigorous certification process. The Contractor shall support this certification process by following the OCIO defined standard operating procedures for testing and certifying new or updated system elements.C.7.7 Development EnvironmentThe Contractor shall maintain the development environment (i.e. deploy any necessary patches) at the DOL. The Contractor shall ensure that the system elements at the development lab are at the same release and configuration level as the production environment.C.7.8 Training Support/Ongoing ProjectsThe contractor shall provide a continuous webex and classroom training sessions in general use and supervisory functions of the ivr/voip system ongoing projects.The contractor shall assume responsibility and execute the following ongoing projects. The following projects are currently in progress and will continue during the transition period:• Business Objects Upgrade• Middle-Tier/WebSphere Upgrade• Rational Upgrade (including StarTeam migration)• Network and Access Engineering, Architecture, and Implementation (PM and SME support only)C.7.9 Business Objects UpgradeThis project will migrate Agency customers to and continue to support the GSS enterprise wide development, test and production environments for BusinessObjects tool set (Web intelligence, Crystal and X Celsius) XIR4. This project implements a highly available and scalable environment for BusinessObjects with clustering at the application and also application server level. This project also migrates all reports and universes (users, content and configuration level security) to the new BO XIR4 platform and restructures the users, categories, and groups for improved manageability. The solution will update the baseline for all Programs currently running on the GSS-BOCOE environment.C.7.10 Middle-Tier/WebSphere UpgradeThis project will:• Implement GSS enterprise wide development, test and production environments for all tee tier applications which are currently running on current on the GSS-SSI environment. • Address current issue of installation and implementation of WebSphere Virtual Enterprise (WVE). This project creates a new runtime environment for development, test and production (WebSphere suite of product 8.x that includes WebSphere application client and IBM HTTP server). In addition, the project will implement a highly availability and load balancing solution for IBM HTTP server and upgrade IFECS development clients to RAD v8. This solution is the baseline for all other Customer Agency WebSphere applications that are currently running on the OCIO Subnet D-GSS environment. • Migrate WAS 6.1 and 7.x program projects to WAS 8.x Dev, Test, and Production environments and will identify and develop system and application deployment patterns for IBM Workload Deployer.• Provide an integration platform for Rational/WebSphere application development with the Rational Collaborative Application Lifecycle Management platform.C.7.11 Rational Upgrade (including StarTeam migration)This project will:• Upgrade the IBM Rational Lifecycle Package from version 7.0.5.1 and version 7.1 to the Rational Jazz platform. This is an upgrade and migration to the new Rational software lifecycle support toolset, and is a technical requirement as the current IBM Rational Lifecycle Package version 7.0.5.1 platform is out of support, all versions of Rational Test Manager are out of support, and the current DB2 8.2 version supporting version 7.0.5.1 is out of support.• Migrate remaining IBM Rational Lifecycle Package projects from version 7.1 to the Rational Jazz platform - Rational Team Concert, Rational Quality Manager, and Rational Requirements Composer. Migrate customized program workflows and ClearQuest schemas to Rational Jazz Platform; map functionality and customize Jazz workflows to match program processes. Enable program administration of lifecycle projects and install RRDI (Rational Development Reports) tools for custom reporting.C.7.12 Network and Access Engineering, Architecture, and ImplementationThe required support is limited to providing project management and subject matter expert for efforts associated with design and implementation of a new generation of enterprise-wide remote access solution, as it relates to the DOL VoIP solution.Part 9Incoming TransitionC.8 Incoming Transition RequirementsC.8.1 Required TasksThe Contractor shall manage and perform all tasks required to:1) Hire and obtain network access accounts for all staff2) Train staff on DOL-specific procedures and policies3) Transition support services from the current contractor4) Assume responsibility for in-flight projectsThe Contractor shall develop an approach that minimizes impact on the ongoing operations. DOL will evaluate the Contractor's approach as one of the source selection inputs.C.8.2 TimelineThe Contractor shall complete all transition activities within 60 days of the kick off meeting. Prior to formally taking over operational responsibilities, the Contractor shall demonstrate readiness to proceed. DOL will review the level to which the Contractor was able to accomplish the transitional tasks. To successfully demonstrate ability to take over responsibility of operational management of the tasks outlined in this solicitation, the Contractor shall (at a minimum):• Hire and obtain network access for all staff (DOL reserves the right to verify staff members' qualifications)• Demonstrate understanding of established DOL policies and procedures• Demonstrate ability to perform operational, troubleshooting and system monitoring functions• Demonstrate familiarity with DOL operational tools• Demonstrate approach an procedures required to interface with the ESDDOL will negotiate the details of the required tests and checks with the Contractor post award. Successful completion of these tests will be the basis for awarding any and all further tasking.C.8.3 Plans and SOPsThe Contractor shall deliver the Plans and SOPs for review and approval by DOL within 30 days of the contract award. A list of required Plans and SOPs is presented in the Deliverables document (see Section F). The Contractor shall update the SOPs and Operational Plans as required by changes in the environment.Part 10Outgoing TransitionC.9 Outgoing TransitionThe Contractor shall support outgoing transition activities at the end of this contract. To support these activities, the Contractor shall:• Ensure that all information assets and related configuration information is up-to-date and available for DOL's review at least ninety (90) calendar days prior to the end of the contract.• Turn over all administrative access information, i.e., user-name and password to DOL at least ninety (90) calendar days prior to the end of the contract.• Work with the incoming Contractor in transitioning the operational support.• Provide documentation and information as requested by DOL.• Provide phase out plans based on 60 days of transition period. This plans shall address the following at a minimum:o Project management processeso Points of contacto Location of technical and project management documentationo Status of ongoing technical initiativeso Appropriate Contractor to Contractor coordination to ensure a seamless transition.o Identify schedules and milestoneso Identify actions required of DOL.In the case where the transition to the new Contractor is not complete by the end of the contract date, the current Contractor shall continue the support. However, the level, type, penalties, and other pertinent details of this transition support will be negotiated with the Contractor in advance.Part 11Vendor Compliance508 ComplianceThe Contractor shall ensure that all documents and Web updates delivered to DOL are compliant with the applicable Section 508 of the Rehabilitation Act of 1973 (29 U.S.C. 794d) regulations. Information about the Section 508 Electronic and Information Technology (EIT) Accessibility Standards may be obtained via the Web at the following URL: www.Section508.gov.Part 12Security RequirementsC.10 SECURITY REQUIREMENTSFISMA and Office of Management and Budget (OMB) policy require external providers handling federal information or operating information systems on behalf of the federal government to meet the same security requirements as federal agencies. DOL reserves the right to levy additional security requirements, if new or unforeseen risks are discovered at a future time up to, but not limited to using a DOL provided computer configuration.C.10.1 Security and Privacy RequirementsContractor staff is required to conform to all applicable sections of the U.S. Code and the Code of Federal Regulations and DOL's security and privacy policies to include, but not be limited to:• Title III of the E-Government Act of 2002 - Federal Information Security Management Act (FISMA), as amended• The Privacy Act of 1974, 5 U.S.C. § 552a , as amended• The Freedom of Information Act, PL 93-502• OMB Circulars and Memorandums (i.e. A-130, Appendix III, Security of Federal Automated Information Resources)• Homeland Security Presidential Directive 12, Policies for a Common Identification Standard for Federal Employees and Contractors• National Institute of Standards and Technology (NIST) Special Publications (SP) Series• NIST SP 800-53 R3• And other DOL-specific security regulations and policies, such as:o Department of Labor (DOL), Computer Security Handbook (CSH)o DOL Manual Series (DLMS) 9 - 400, IT Security o DLMS 9 - 1200, DOL Safeguarding Sensitive data Including Personally Identifiable Informationo Portable Systems Equipment PolicyThe sections below highlight key areas of compliance required by the contractor staff and its subcontractors. This overview however does not restrict any of said staff from adhering to all required regulations or policies identified above.C.10.2 Compliance with the Federal Regulations and LawsThe Contractor shall comply with the security and privacy requirements outlined above. All products, deliverables and services developed or provided under the IVR support contract shall comply with DOL Computer Security guidelines and guidelines contained in OMB Circular A-130. All contract staff working in DOL office space, using DOL Local and Wide Area Networks (LAN/WAN) and/or accessing DOL computer resources to perform duties under the OCIO IVR support contract shall agree and sign DOL Rules of Behaviors for Computer User and DOL Non-Disclosure Agreements (forms will be provided at the contract award). The Contractor shall submit a copy of each signed and witnessed Non-Disclosure Agreement to the DOL COR prior to the employee performing any work.Program systems shall be subject to security reviews, as required by the Government, before and toughout the period of performance. In the event the program/system is identified for a review the contractor shall assist DOL in providing support upon request during the DOL Inspector General (IG) or other federally supported IG audit processes (i.e., providing supporting evidence, ad-hoc reports, interviews, documentation, etc.).Where the Contractor is required custody of sensitive information under this contract, it must be protected under the Privacy Act of 1974, 5 U.S.C. § 552a -- as Amended. The Offeror shall be responsible for safeguarding Personally Identifiable Information (PII) against unauthorized disclosure, dissemination or modification in accordance with contract requirements, law, and DOL PII policy and regulations. This shall include, but is not limited to Privacy and PII data located in IT systems, software, research data/information, documentation, personnel (institutional knowledge) and facilities.The Contractor shall immediately notify the DOL COR and the DOL Information Security Officer when a security incident(s) is suspected or verifiably detected, so the other party may take steps to determine whether there has been a compromise and to take appropriate security precautions. Contractor staff will provide reasonable support in analysis and/or investigation into any security incidents.In the event of a disruption, the Contractor shall immediately (within 15 minutes of discovery) notify the COR that a disruption has occurred and describe the contingency operations undertaken or to be undertaken to avoid a disruption of the services.The Contractor shall not release, publish, or disclose sensitive information to unauthorized personnel, and shall protect such information in accordance with provisions of 18 US Code Section (USC) 641 (Criminal Code: Public Money, Property or Records).C.10.3 Compliance with Physical SecurityThe Contractor shall be responsible for ensuring compliance by its and subcontractor's employees with physical security requirements of DOL and other Government installations or Contractor facilities where work is performed under this support contract. This includes the safekeeping and display of a DOL-issued photo ID badge for Contractor personnel and any subcontractors while these employees are in federally owned or leased property. The Contractor shall ensure the security of all physical DOL property, building ID badges, key cards and standard keys issued to the Contractor staff. The Contractor shall ensure that employees leaving this support contract permanently or for an extended period of time return badges, property, key cards, parking place cards, and key the same day the employee leaves.The Contractor shall control access to its facilities, equipment, material and documents by employees and visitors via electronic and/or physical methods corresponding to the sensitive nature of the work being performed, and information being handled. Electronic and physical methods of security include, but are not limited to, guards, intrusion detection devices, surveillance cameras, lighting and fencing. For a complete reference of recommended physical security controls, please refer to NIST Special Publication 800-53.C.10.4 Personnel SecurityDOL's work environment is considered sensitive but unclassified. DOL is required under the Homeland Security Presidential Directive 12 (HSPD-12) "Policy for Common Identification Standard for Federal Employees and Contractors" to perform a Minimum Background Investigation (MBI) for Contractors. The MBI is a background investigation that is conducted tough the Office of Personnel Management is initiated by completing the Standard Government Forms and includes written inquiries to current and past employers, schools, references, and local law enforcement agencies covering the past five years. This investigation will be conducted for the Contractor and Subcontractor staff assigned to perform under this support contract and must have acceptable results. The use of any form that is equivalent to the Standard Government Forms is not desired and must have an explanation to show how the form is equivalent to the Standard Government Form.In order to determine initial personnel suitability, the Contractor/Offeror shall perform, at no cost to the Government, a National Agency Check and Inquiries (NACI) for all personnel proposed to perform any work under this contract. The results of each NACI shall be provided to the CO and/or COR for review. The CO and/or COR will make a determination whether to proceed or not with the proposed staff.Contractor staff shall be required to provide two forms of acceptable identification as described in the Form I-9 Employment Eligibility Verification, provide a current photograph, and be finder-printed. Successful clearance is required for an employee to continue working under this Contract per Personal Identity Verification of Contractor Personnel clause of the Federal Acquisition Regulation (FAR).C.10.5 Personal Identity VerificationThe Contractor shall comply with DOL personal identity verification procedures as described in the HSPD-12, OMB guidance M-05-4, and Federal Information Processing Standards Publication (FIBS PUB) Number 201.C.10.6 Required Security TrainingAll DOL employees and contractors must receive security awareness training prior to being given access to DOL systems and periodically thereafter as required by DOL security policies. The contractor shall ensure that all required training for staff is completed within the designated time frames that are promulgated for the course/topic. Topics include, but are not limited to:• General Security Awareness Training,• Safeguarding Personally Identifiable Information, and • Continuity Awareness• Role based training for staff with security responsibilities and elevated privilegesC.10.7 DOL-Specific Security and Privacy RequirementsContractor staff is required to conform to DOL's security and privacy requirements as described below.C.10.7.1 Compliance with the Computer Security ActThe Contractor shall comply with the Computer Security Act of 1987. All products and deliverables and serviced developed or provided under the this contract shall comply with DOL Computer Security guidelines and guidelines contained in Office of Management and Budget (OMB) Circular A-130. All contract staff working in DOL office space, using DOL LAN/WAN and/or accessing DOL computer resources to perform duties under the this contract shall agree and sign DOL Rules of Behaviors for Computer User and Non-Disclosure Agreements (please see Section J for the appropriate forms). The Contractor shall submit a copy of each signed and witnessed Non-Disclosure Agreement to DOL COR prior to the employee performing any work.C.10.7.2 Compliance with Security RegulationsThe Contractor shall be responsible for ensuring compliance by its and subcontractor's employees with the security regulations of DOL and other Government installations or Contractor facilities where work is performed under the this contract. This includes the safekeeping and display of a DOL-issued photo ID badge for Contractor personnel and any subcontractors while these employees are in federally owned or leased property. The Contractor shall ensure the security of all DOL property, building ID badges, key cards and standard keys issued to the Contractor staff. The Contractor shall ensure that employees leaving the project permanently or for an extended period of time return badges, property, key cards, parking place cards, and key the same day the employee leaves.C.10.7.3 Personal Identity VerificationThe Contractor shall comply with DOL personal identity verification procedures as described in the HSPD-12, OMB guidance M-05-4, and Federal Information Processing Standards Publication (FIBS PUB) Number 201.C.10.7.4 Required Security TrainingAll DOL employees and contractors must receive security awareness training prior to being given access to DOL systems and periodically thereafter as required by DOL security policies.C.10.8 Additional Requirements and ProvisionsThe Contractor shall assume all responsibility for creating and submitting the documentation required prior to obtaining access to DOL computer and communication networks for its staff and its subcontractor personnel. DOL will not pay for Contractor's time spent filling out, submitting, and fixing security clearance applications. DOL will not reimburse the Contractor for time spent submitting, updating, and managing rejected clearance requests.The Contractor shall be fully responsible for obtaining and maintain security accreditation of its facilities and tools, if applicable. Contractor shall have enough qualified and cleared personnel to start execution of transition activities on the day of the kick-off meeting.(VII) Date(s) and place(s) of delivery and acceptance and FOB point: N/A(VIII) The provision at FAR 52.212-1, Instructions to Offerors - Commercial Items (APR 2014), applies to this acquisition. Addenda as follows:Proposal Submission: The proposal shall be submitted via email as set forth below. The Proposal shall consist of Five (5) separate volumes (PDF-Files).The Volumes are: I - Technical Capability, II - Past Performance, III - Price, IV - Interactive Intelligence Elite Partnership Certificate and V - Separate redacted copy of Volume I-Technical Capability as set forth below. Redacted files shall not contain classified data. *The redacted proposal shall not contain ANY identifiable information which would allow the technical evaluation team to deduce the offeror's identity. For example, the redacted (sanitized) copies of the quotation must be free of identifiers such as: the offeror's name, any logo or marking and or color associated with the offeror, the company's location and/or address, the company's DUNS number, the company's Cage code, the names of any individuals that the offeror intends to propose as well as the names of officers or employees that the offeror employs, has employed, or intends to employ. Failure to submit redacted copy of Volume I-Technical Capability will result in finding that the proposal is not acceptable.In order to obtain your alpha numeric code (offeror code); send your request by email to Heather Brick Saunders at Brick.Heather.A@DOL.GOV and Lesa Austin at Austin.Lesa.L@DOL.GOV no later than May 11, 2015 at 05:00pm EST to obtain your offeror code. Names on redacted resumes should be replaced with "Candidate #1, Candidate #2, Candidate #3, etc.A. Format. The submission shall be logically assembled. Each section shall be appropriately numbered and clearly identified with the date and solicitation number in the file name along with header and/or footer and shall begin at the top of each page. A Table of Contents should be created using the Table of Contents feature in MS Word. MS Word (.doc) converted to PDF files shall use the following page setup parameters. The intent of this standardized format is not to limit creativity. Creativity is permitted within the parameters below:Margins - Top, Bottom, Left, Right - 1"Gutter - 0" From Edge - Header, Footer - 0.5"Page Size, Width - 8.5"Page Size, Height - 11"The following additional restrictions apply: Each paragraph shall be separated by at least one blank line. A standard, 12-point minimum font size applies. Times New Roman fonts are required. Tables and illustrations may use a reduced font size not less than 8-point and may be landscape.Questions regarding this solicitation must be submitted in writing only to Heather Brick Saunders and Lesa Austin via email at: Brick.Heather.A@dol.gov / Austin.Lesa.L@dol.gov. Questions must be submitted no later than May 11, 2015 at 05:00pm EST. Responses to questions submitted, if/as appropriate, will be responded to via amendment only, which shall be posted to FBO.B. Files. Electronic proposals shall be submitted in tee separate volumes (separate PDF files) and attachments, as outlined above in Proposal Submission. Offerors shall have title page to each volume, which clearly identifies each volume-by-volume number, volume name, and copy number (i.e., Volume I, Technical), Request for Proposal (RFP) number, and date of submission.C. Page Count. The page count is as follows:Proposal Part and Page CountVolume I - Technical: Not to Exceed (NTE) - 30 pages (excluding the cover page, TOC, Executive Summary and resumes)Volume II - Past Performance: Questionnaire - NTE 8 pages (excluding POC list)Volume III - Price: No Page Limitation (Fill in Attachment 1 and provide a formal price quote in word and/or excel)Volume IV- Copy of Elite Partnership Certificate: 1 PageVolume V - Redacted Volume I Not to Exceed (NTE): 30 pages (excluding the cover page, TOC, Executive Summary and resumes)Pages that exceed the page counts for each volume or attachment will not be reviewed and/or evaluated. If there are more than forty-five (45) lines of text on any page, the sum of the additional lines will be removed from back to front of the particular volume or attachment and will not be reviewed and/or evaluated.D. Number of Contract Awards. The Government anticipates a single contract. The Offeror's proposal must contain a statement to the effect that the proposal is firm for a period of at least ninety (90) days from the date of receipt by the Government.E. Content Requirements. All information shall be confined to the appropriate volume. The offeror shall confine submissions to essential matters, sufficient to define the proposal details, in a concise manner, to permit a complete and accurate evaluation of each proposal. Each volume of the proposal shall consist of a Title Page, Table of Contents, Executive Summary (Volumes I &V), and the Narrative discussion. The Summary Section shall contain a brief abstract of the volume. Proprietary information shall be clearly marked. The following shall be included in the Narrative discussion:VOLUME I - Technical Capability The Technical Volume shall contain all information necessary for the Government to perform a complete technical evaluation. In evaluating the technical volume, the Government will only consider information contained in the technical volume itself. Activities or tasks not specified in the SOW shall be identified as optional by the contractor. Information contained in any other part of the proposal submitted under this solicitation or in other documents will not be considered, list corresponding deliverable date(s) and other pertinent information for easier identification. No pricing information is to be provided in the Technical Volume.VOLUME II- Offeror's Past Performance Past Performance Questionnaire. The offeror shall complete Part I of the Past Performance Questionnaire and e-mail the questionnaire to the Government and private sector technical representative responsible for the past/current contract. The POC's shall be instructed to electronically complete Part II of the questionnaire and e-mail the entire questionnaire to the Contract Specialist, Brick.Heather.A@dol.gov and Contracting Officer, Austin.Lesa.L@dol.gov no later than May 18, 2015 at 3:00 pm, EST. The offeror shall also submit an e-mail to the Contract Specialist, a list of all the POC's who were sent a questionnaire. The Government must receive this list no later than May 18, 2015 at 3:00 pm, EST. The POC List shall be submitted in Word/PDF for Windows Table Format to include the following fields: Solicitation Number; Company Name; Contract Number; Government Agency; POC Last Name, First Name; POC Title; POC Telephone Number; POC E-Mail Address; Date E-Mailed to POC (month/day). Please note, that the Past Performance Questionnaire will not be a part of the resultant contract.VOLUME III- PriceThe offeror shall complete the Supplies or Services/Prices page(s) in in MS Word and or Excel ONLY, of the solicitation with pricing for the base and each option period. The price proposal shall contain corresponding pricing line items for all additional activities/tasks in the technical proposal; offerors have the ability to propose alternative hours and categories with their proposals. DOL requires the following major topics to be addressed in the contractor's price proposal:• For each labor category, identify the labor categories, rates, unit of issue, and quantities for the base year and each option period.Any Proposals received after the due date will not be evaluated and therefore, will be ineligible for award.ELECTRONIC COPIES OF OFFERS WILL BE ACCEPTED VIA EMAIL ONLY.NOTE: Hand carried and or mailed proposals will not be accepted(IX) The provision at FAR 52.212-2, Evaluation - Commercial Items (OCT 2014), applies to this acquisition. Addendum as follows- The following evaluation criteria shall be used to evaluate offers: Pre-requisite The Government will only consider proposals from prime contractors who ONLY have active "ELITE" Level partnership status with Interactive Intelligence at the time of proposal submission. Evaluation Factors for Award The Government will award a contract resulting from this solicitation to the responsible offeror whose offer conforming to the solicitation will be most advantageous to the Government, Technical and other factors considered. The following factors shall be used to evaluate offers: (1) Technical (2) Past Performance(3) PriceBasis of AwardBest Value The non-price evaluation factors, when combined, are significantly more important than price. Technical is more important than Past Performance and, Past Performance is more important than Price. Obtaining superior technical features is most important to the Government; however, the Government will not make an award at a significantly higher overall price to achieve slightly superior technical features. In accordance with FAR 52.215-1(f) the Government anticipates awarding the Interactive Voice Response (IVR) Support contract to a single offeror whose proposal represents the best value to the Government and whose offer conforming to the solicitation is most advantageous to the Government, based on the best overall offer and that is determined to be the most beneficial to the Government with appropriate consideration given to all the evaluation factors. All Subfactors under Volume I, Technical are of equal importance. Quality and AdherenceOfferors are responsible for ensuring that information they provide is thorough, accurate, and complete. All information shall be confined to the appropriate volume and in the specified location. Failure to submit information in the appropriate volume and specified location may result in finding that the proposal is NOT acceptable.Rejection of Unrealistic ProposalsOfferors are placed on notice that any proposals that are unrealistic in terms of technical commitment, or unrealistically low in price, will be deemed reflective of an inherent lack of competence, or indicative of failure to comprehend the complexity associated with the DOL IVR support requirements. This may be grounds for rejection of the proposal.OptionsThe Government will evaluate offers for award purposes by adding the total price for all options to the total price for the base requirement. The Government may determine that an offer is unacceptable if the option prices are significantly unbalanced. Evaluation of options shall not obligate the Government to exercise the option(s). The total price offered (base year, option period(s), will be used as the overall evaluated price.DiscussionsThe Government intends to evaluate offers and award a contract without discussions with offerors. Therefore, the offeror's initial offer should contain the offeror's best terms from a price and technical standpoint. However, the Government reserves the right to conduct discussions if it is later determined by the Contracting Officer to be necessary. The Government may reject any or all offers if such action is in the public interest and/or waive informalities and minor irregularities in offers received. Competitive RangePursuant to FAR 15.306(c) the Contracting Officer may establish a competitive range comprised of all of the most highly rated proposals, unless the range is further reduced for reasons of efficiency. Pursuant to FAR 52.215-1(f) (4), the Contracting Officer may limit the number of proposals in the competitive range to the number that will permit an efficient competition among the most highly rated proposals. Those proposals not included in the competitive range will receive no further consideration.EvaluationFactor 1: TechnicalSubfactor 1: Understanding the Requirement The Government will evaluate the offeror's understanding of the work to be performed, described in the SOW, demonstrated understanding of the work described in this solicitation and the extent to which potential risks are identified and mitigated. Subfactor 2: Staffing and Recruiting ApproachThe Government will evaluate the offeror's overall management approach and staffing plan, including the proposed management structure for personnel with responsibilities for this contract by task area, and their explanation of how that structure will work in ensuring successful task performance, and compliance with all requirements of the SOW. The contractor shall include discussion of the use of and management of any subcontractors, as applicable. The Government will evaluate the extent to which the offeror's approach includes an effective management structure, responsibility descriptions, successful task performance/requirements completion checks, and the experience of management personnel in conducting similar operations with relevant backgrounds, training, and education as well as the appropriate level of experience in all aspects required by the Government IVR support contract. Subfactor 3: Key PersonnelThe Government will evaluate the offeror's proposal regarding the experience and qualifications of all key personnel. The offeror's TECHNICAL Volume V shall include REDACTED resumes for key personnel.Accuracy of Resumes: • The offeror shall provide resumes of key personnel and certify the accuracy of all resumes proposed for assignment on the Task Order award, and/or for future assignment of personnel to the award.• Failure to provide detailed documents outlining qualifications, education, board certifications, hours of practice, place of practice, copy of license, to include a copy of the proposed candidates valid certifications (for applicable candidates) will result in a finding that the offer is not acceptable.Subfactor 4 - Corporate Experience and QualificationsThe Government will assess the offerors description of its qualifications and detail of its specific experience conducting work of the same and/or similar nature of that described in Section C of the RFP. The Government will assess the extent of the offerors experience in providing creative, innovative solutions for the customer's benefit. The Government will evaluate the offeror's corporate capability to provide effectively the required services. The attributes comprising such capability include, among others, corporate and financial stability, corporate processes, corporate organization, quality assurance processes, and employee attrition and retention rates. These capabilities also include experience with similar projects and access to staff with the knowledge, education and experience required to successfully meet the IVR requirements.The prime contractor must be appraised at CMMI Maturity Level 3 within 12 months of the contract effective date.Subfactor 5: Transition-In /Transition-OutThe Government will evaluate the Transition-In Plan to determine if it offers a reasonable, effective and realistic approach to quality control for assuming full contractual responsibility without disruption or degradation of performance. The plan will be evaluated on whether it identifies risk, proposes appropriate mitigation strategies, and proposes a realistic, achievable and affordable start-up schedule and staffing plan. The plan will be evaluated on whether it ensures sufficient resources are on hand and available to begin work under this requirement. It shall include a statement that the personnel proposed are available, trained, and qualified to perform the work under this effort. In addition the government will evaluate the Transition-Out Plan on whether it provides a smooth transition to replacement services when the contract period of performance ends. Technical Volume(s) will be evaluated using the following scale:Rating and Adjective StandardExceeds: Proposal demonstrates excellent understanding of requirements and an approach that exceeds performance or capability standards. It has strengths that will significantly benefit the Government. The offeror's proposed approach is likely to cause minimal or no disruption of schedule or degradation of performance, and will require a low level of offeror emphasis and Government monitoring to overcome difficulties.Acceptable: Proposal demonstrates acceptable understanding of requirements and an approach that meets performance or capability standards. It has few or no strengths and may have some minor weaknesses. The offeror's proposed approach is likely to cause a moderate disruption of schedule or degradation of performance, and will require a medium level of offeror emphasis and Government monitoring to overcome difficulties.Unacceptable: Fails to meet performance or capability standards. Requirements can only be met with major changes to the proposal. The offeror's proposed approach is likely to cause significant disruption of schedule or degradation of performance, and will require a high level of offeror emphasis and Government monitoring to overcome difficulties.Factor 2: Past PerformanceThe Offeror's proposal will be evaluated to determine the extent to which their past performance demonstrates the likelihood of successful performance as the IVR support contract holder in delivering high quality service and solutions within scope of Section C of the RFP. The Government will evaluate the Past Performance Elements specified in the Past Performance Questionnaire, Attachment 2 Offeror's shall distribute the questionnaire included in the solicitation as an attachment to their references so the form can be completed and submitted directly to the Government. The Government will evaluate past performance of tee (3) previous contracts for current relevancy (3 years), provided via the attached questionnaire, each with at least one (1) previous or current contract with relevancy within the past 12 months based on how well the offeror performed on projects of similar dollar value, scope, and complexity.As provided in FAR 15.608(a) (2), past performance information may also be obtained from other sources known to the Government.Past Performance will be evaluated using the following scale:Adjectival and DescriptionLow Risk: Little doubt exists on the Offeror's performance record, that the Offeror can perform the proposed effort.Moderate Risk: Some doubt exists, based on the Offeror's performance record, that the Offeror can perform the proposed effort.High Risk: Significant doubt exists, based on the Offeror's performance record that the Offeror can perform the proposed effort.Unknown Risk: Little or no relevant performance record identifiable; equates to an unknown risk rating having no favorable or unfavorable evaluation significance.• Past performance references for offerors that performed work as a subcontractor to a prime contractor will be accepted provided that the work is relevant and distinguishable from the work performed by the prime. • Offerors may be asked to clarify certain aspects of their proposal (for example, the relevance of past performance information) or respond to adverse past performance information to which the offeror has not previously had an opportunity to respond. Communication conducted to resolve minor or clerical errors would not constitute discussions and the CO reserves the right to award a contract without the opportunity for proposal revision. The Government intends to evaluate the proposals and award a contract, without discussions with the offerors, unless discussions are determined to be necessary.• Subcontractor Consent: Past performance information pertaining to a subcontractor cannot be disclosed to the prime offeror without the subcontractor's consent. Provide with the proposal a letter from all subcontractors that will perform major or critical aspects of the requirement, consenting to the release of their past performance information to the prime contractor.Factor 4: PricePrice will be evaluated in terms of completeness. Offerors shall complete the Supplies or Services/Prices page(s) in Attachment 1, of the solicitation with pricing for the base and each option period. DOL requires that a Labor rate is quoted for each labor category identified and or proposed, for the base and each option period. Evaluation of Options: Except when it is determined not to be in the Government's best interests, the Government will evaluate offers for award purposes by adding the total price for all options to the total price for the base requirement. Evaluation of options will not obligate the Government to exercise option periods.No adjectival ratings will be used to evaluate Price.(X) The offeror must submit a completed copy of the provision at FAR 52.212-3, Offeror Representations and Certifications - Commercial Items (MAR 2015), with its proposal.(XI) The clause at FAR 52.212-4, Contract Terms and Conditions - Commercial Items (DEC 2014), applies to this acquisition.(XII) The clause at FAR 52.212-5, Contract Terms and Conditions Required to Implement Statutes or Executive Orders - Commercial Items (MAR 2015) applies to this acquisition. The following additional FAR clauses cited in the clause are applicable to this acquisition:52.203-6, Restrictions on Subcontractor Sales to the Government (SEP 2006), with Alternate I (OCT 1995) (41 U.S.C. 253g and 10 U.S.C. 2402).52.203-13, Contractor Code of Business Ethics and Conduct (APR 2010)(Pub. L. 110-252, Title VI, Chapter 1 (41 U.S.C. 251 note)).52.203-15, Whistleblower Protections under the American Recovery and Reinvestment Act of 2009 (MAR 2009) (Section 1553 of Pub. L. 111-5). (Applies to contracts funded by the American Recovery and Reinvestment Act of 2009.)52.219-6, Notice of Total Small Business Set-Aside (June 2003) (15 U.S.C. 644).52.219-8, Utilization of Small Business Concerns (May 2004) (15 U.S.C. 637(d)(2) and (3)).52.219-14, Limitations on Subcontracting (Dec 1996) (15 U.S.C. 637(a)(14)).52.219-28, Post Award Small Business Program Rerepresentation (APR 2009) (15 U.S.C 632(a)(2)).52.222-3, Convict Labor (June 2003) (E.O. 11755).52.222-19, Child Labor-Cooperation with Authorities and Remedies (Jan 2014) (E.O. 13126).52.222-21, Prohibition of Segregated Facilities (Feb 1999).52.222-26, Equal Opportunity (Mar 2007) (E.O. 11246).52.222-35, Equal Opportunity for Special Disabled Veterans, Veterans of the Vietnam Era, and Other Eligible Veterans (Sept 2006) (38 U.S.C. 4212).52.222-36, Affirmative Action for Workers with Disabilities (Jun 1998) (29 U.S.C. 793).52.222-37, Employment Reports on Special Disabled Veterans, Veterans of the Vietnam Era, and Other Eligible Veterans (Sept 2006) (38 U.S.C. 4212).52.222-40 Notification of Employee Rights Under the National Labor Relations Act (Dec 2010)52.222-50, Combating Trafficking in Persons (Mar 2015) (22 U.S.C. chapter 78 and E.O. 13627).52.222-54, Employment Eligibility Verification (Jan 2009). (Executive Order 12989). (Not applicable to the acquisition of commercially available off-the-shelf items or certain other types of commercial items as prescribed in 22.1803.)52.223-18, Encouraging Contractor Policies to Ban Text Messaging while Driving (Aug 2011) (E.O. 13513).52.225-1, Buy American--Supplies (May 2014) (41 U.S.C. chapter 83).52.225-3, Buy American--Free Trade Agreements--Israeli Trade Act (May 2014) (41 U.S.C. chapter 83, 19 U.S.C. 3301 note, 19 U.S.C. 2112 note, 19 U.S.C. 3805 note, 19 U.S.C. 4001 note, Pub. L. 103-182, 108-77, 108-78, 108-286, 108-302, 109-53, 109-169, 109-283, 110-138, 112-41, 112-42, and 112-43).52.225-13, Restrictions on Certain Foreign Purchases (JUN 2008) (E.O.'s, proclamations, and statutes administered by the Office of Foreign Assets Control of the Department of the Treasury).52.232-33, Payment by Electronic Funds Transfer- System for Award Management (Jul 2013) (31 U.S.C. 3332).52.239-1, Privacy or Security Safeguards (Aug 1996) (5 U.S.C. 552a).52.222-17, Nondisplacement of Qualified Workers (May 2014) (E.O. 13495)52.222-41, Service Contract Labor Standards (May 2014) (41 U.S.C. chapter 67.).52.222-42, Statement of Equivalent Rates for Federal Hires (May 2014) (29 U.S.C. 206 and 41 U.S.C. chapter 67).52.222-43, Fair Labor Standards Act and Service Contract Labor Standards -- Price Adjustment (Multiple Year and Option Contracts) (May 2014) (29 U.S.C.206 and 41 U.S.C. chapter 67).52.222-53, Exemption from Application of the Service Contract Labor Standards to Contracts for Certain Services--Requirements (May 2014) (41 U.S.C. chapter 67).52.222-50, Combating Trafficking in Persons (Mar 2015) (22 U.S.C. chapter 78 and E.O. 13627).The following additional FAR clauses/provisions are applicable to this acquisition:52.202-1 Definitions (Nov 2013)52.203-3 Gratuities (Apr 1984)52.203-5 Covenant Against Contingent Fees (May 2014)52.203-7 Anti-Kickback Procedures (May 2014)52.203-8 Cancellation, Rescission, and Recovery of Funds for Illegal or Improper Activity (May 2014)52.203-10 Price or Fee Adjustment for Illegal or Improper Activity (May 2014)52.203-11Certification and Disclosure regarding Payments to Influence Certain Federal Transactions (SEP 2007)52.203-12 Limitation on Payments to Influence Certain Federal Transactions (Oct 2010)52.203-16 Preventing Personal Conflicts Of Interest (Dec 2011)52.203-17 Contractor Employee Whistleblower Rights and Requirement to Inform Employees of Whistleblower Rights (Apr 2014) 52.204-2 Security Requirements (Aug 1996)52.204-4 Printed or Copied Double-Sided On Recycled Paper (May 2011)52.204-7 System for Award Management (Jul 2013)52.204-9 Personal Identity Verification of Contractor Personnel (Jan 2011)52.204-13 System for Award Management Maintenance (Jul 2013)52.204-19 Incorporation by Reference of Representations and Certifications (Dec 2014)52.207-3 Right Of First Refusal of Employment (May 2006)52.208-9 Contractor Use of Mandatory Source of Supply or Services (May 2014)52.209-9 Updates Of Publicly Available Information Regarding Responsibility Matters (Jul 2013)52.215-2 Audit and Records-Negotiation (Oct 2010)52.216-7 Allowable Cost and Payment (Jun 2013)52.216-31 Time-And-Materials/Labor-Hour Proposal Requirements-Commercial Item Acquisition (Feb 2007)52.217-3 Evaluation Exclusive of Options (Apr 1984)52.217-4 Evaluation of Options Exercised at Time of Contract Award (JUN 1988)52.217-5 Evaluation of Options (Jul 1990)52.217-8 Option to Extend Services (Nov 1999)52.217-9 Option to Extend the Term of the Contract (Mar 2000)52.219-9 Small Business Subcontracting Plan (Jul 2013)52.222-37 Employment Reports On Veterans (Sep 2010)52.222-40 Notification of Employee Rights Under the National Labor Relations Act (Dec 2010)52.223-5 Pollution Prevention and Right-To-Know Information (May 2011)52.223-6 Drug-Free Workplace (May 2001)52.224-1 Privacy Act Notification (Apr 1984)52.225-25 Prohibition on Contracting with Entities in Certain Activities or Transactions Relating to Iran- Representations and Certifications (Dec 2012)52.227-1 Authorization and Consent (Dec 2007)52.227-2 Notice and Assistance Regarding Patent and Copyright Infringement (Dec 2007)52.227-10 Filing of Patent Applications - Classified Subject Matter (Dec 2007)52.227-14 Rights In Data-General (May 2014)52.232-7 Payments under Time-and-Materials and Labor-Hour Contracts (Aug 2012)52.232-18 Availability of Funds (Apr 1984)52.232-19 Availability of Funds for the Next Fiscal Year (Apr 1984)52.232-22 Limitation of Funds (Apr 1984)52.232-23 Assignment of Claims (May 2014)52.232-25 Prompt Payment (Jul 2013)52.232-37 Multiple Payment Arrangements (May 1999)52.232-39 Unenforceability of Unauthorized Obligations (Jun 2013)52.233-1 Disputes (May 2014), Alternate I (Dec 1991)52.233-3 Protest after Award (Aug 1996)52.233-4 Applicable Law for Breach of Contract Claim (Oct 2004)52.237-2 Protection of Government Buildings, Equipment, and Vegetation (Apr 1984)52.237-3 Continuity of Services (Jan 1991)52.242-3 Penalties for Unallowable Costs (May 2001)52.242-13 Bankruptcy (Jul 1995)52.242-15 Stop Work Order (Aug 1989)52.242-17 Government Delay of Work (Apr 1984)52.243-3 Changes--Time-And-Materials or Labor-Hours (Sep 2000)52.244-2 Subcontracts (Oct 2010)52.244-6 Subcontracts for Commercial Items (Dec 2010)52.246-20 Warranty Of Services (May 2001)52.245-1 Government Property (Apr 2012)52.245-9 Use and Charges (Apr 2012)52.246-6 Inspection - Time-and-Material and Labor-Hour (May 2001)52.246-23 Limitation of Liability (Feb 1997)52.248-1 Value Engineering (Oct 2010)52.249-4 Termination (Services) (Apr 1984)52.249-14 Excusable Delays (Apr 1984)52.253-1 Computer Generated Forms (Jan 1991)(XIII) Additional contract requirements:52.216-1 Type of Contract (APR 1984)The Government contemplates award of a Time and Material Contract with Fixed Labor Rates resulting from this solicitation.(End of provision)52.233-2 Service of Protest (Sep 2006)(a) Protests, as defined in section 33.101 of the Federal Acquisition Regulation, that are filed directly with an agency, and copies of any protests that are filed with the Government Accountability Office (GAO), shall be served on the Contracting Officer (addressed as follows) by obtaining written and dated acknowledgment of receipt from Lesa Austin Austin.Lesa.L@dol.gov Department of Labor, 200 Constitution Ave, NW, Washington DC, 20210 Rm S-4307.(b) The copy of any protest shall be received in the office designated above within one day of filing a protest with the GAO.(End of Provision)Contract Administration DataDOLAR 2952.201-70 Contracting Officer's Representative (COR) (May 2004)(a) TBD is hereby designated to act as contracting officer's representative (COR) under this contract.(b) The COR is responsible, as applicable, for: receiving all deliverables; inspecting and accepting the supplies or services provided hereunder in accordance with the terms and conditions of this contract; providing direction to the contractor which clarifies the contract effort, fills in details or otherwise serves to accomplish the contractual scope of work; evaluating performance; and certifying all invoices/vouchers for acceptance of the supplies or services furnished for payment.(c) The COR does not have the authority to alter the contractor's obligations under the contract, and/or modify any of the expressed terms, conditions, specifications, or cost of the agreement. If, as a result of technical discussions, it is desirable to alter/change contractual obligations or the scope of work, the contracting officer must issue such changes.Invoicing Procedures An original invoice shall be prepared and submitted to the Department of Labor (DOL) by email to:DOL-NO-DM-OASAM@quickpay.dol.gov1). Electronic PDF/TIFF Invoice Submittal In an effort to support the eCommerce initiative and expedite vendor payment processing, the DOL requires invoices to be submitted electronically. The contractor shall:Address the invoice to the appropriate e-mail address specified above.1. Submit the invoice via attachment in PDF or TIFF format.2. Submit only one invoice per electronic submittal. 3. Enter specific information in the subject line of the e-mail in the following format:<Contractor Name>, DOL Agency, <Contract Number, BPA Call or Order Number>, Invoice Number, <Invoice Amount>Example: ABC Co, OASAM, DOL00-00-X0000/X0000, Invoice Number AB-1298433, $15,000.00.4. Submit a copy of the email with the attached invoice to the contracting officer's representative (COR) at the COR email address specified in the contract.5. Wait for either a success or failure e-mail response, regarding the invoice e-mail, before sending in another e-mail with the same invoice attachment.The contractor MUST NOT:6. Submit an invoice that exceeds the size limit of 16 megabytes (approximately 400-500 pages). However, if the invoice exceeds this limit, a summary invoice attachment of less than 16 megabytes should be e-mailed to the payment e-mail address above; while the detailed invoice, including any supplemental information, shall be sent to the COR or other representative at the address (specified in paragraph 2 below).7. Submit an invoice that is heavy in shading or color.1. An e-mailed PDF image cannot have any text that has a background with any color other than white. If the image has a shaded background, it will be converted to black, and the text will be illegible.2. An emailed TIFF image must be black and white. 8. Submit more than one attachment as subsequent attachments will not be recognized.9. Submit more than one invoice in a single attachment.General InformationPayment due dates will be calculated only from the date that invoices are received in the electronic invoicing e-mail box and determined to be proper invoices. Inquiries regarding invoices should be e-mailed to InvoiceInquiriesXXX@dol.gov. The relevant invoice must be attached to the inquiry e-mail and the subject line of the e-mail must state "INQUIRY," followed by the information described in paragraph 1).d. above.Example: INQUIRY: <Contractor Name>, DOL Agency, <Contract Number, BPA Call or Order Number>, Invoice Number, <Invoice Amount>Do NOT use the electronic invoicing e-mail address for inquiries about the invoice.2). Paper Invoices submitted via fax or U.S. mailPaper invoices should only be faxed or mailed when electronic email cannot be accomplished due to size limitations described above. When invoices must be faxed due to e-mail size limitations, fax them to: 202-693-4228When paper invoices must be mailed due to e-mail size limitations, mail them to the following address: U.S. Department of LaborOffice of Financial Management OperationsRoom S-5526 200 Constitution Avenue, N.WWashington, DC 20210Special Contract RequirementsContractor's Obligation to Notify the Contracting Officer of a Request to Change the Contract Scope (MAR 2012)(a) Except for changes identified in writing and signed by the Contracting Officer, the Contractor is required to notify, within five working days of receipt or knowledge, any request for changes to this contract (including actions, inactions, and written or oral communications) that the Contractor regards as exceeding the scope of the contract. On the basis of the most accurate information available to the Contractor, the notice shall state:(1) The date, nature, and circumstances of the conduct regarded as a change in scope;(2) The name, function, and activity of each Government individual and Contractor official or employee involved in, or knowledgeable about, such conduct;(3) The identification of any documents and substance of any oral communication involved in such conduct;(b) Following submission of this notice, the Contractor shall continue performance in accordance with the contract terms and conditions, unless notified otherwise by the Contracting Officer.(c) The Contracting Officer shall promptly, within 5 business days after receipt of notice from the Contractor, respond to the notice in writing. In responding, the Contracting Officer shall either:(1) Confirm that the Contractor's notice identifies a change in the scope of the contract and directs the Contractor to stop work, completely or in part, in accordance with the Stop Work provisions of the contract;(2) Deny that the Contractor's notice identifies a change in scope and instruct the Contractor to continue performance under the contract.Waiver of Delivery ScheduleNone of the following shall be regarded as an extension, waiver, or abandonment of the delivery schedule or a waiver of the Government's right to terminate for default: (i) Delay by the Government in terminating for default; (ii) Acceptance of delinquent deliveries; and (iii) Acceptance or approval of samples submitted either after default in delivery or in sufficient time for the contractor to meet the delivery schedule.Any assistance rendered to the contractor on this contract or acceptance by the Government of delinquent goods or services hereunder will be solely for the purpose of mitigating damages and is not to be construed as an intention on the part of the Government to condone any delinquency, or as a waiver of any rights the Government may have under subject contract.Modifications and RevisionsThe Contractor shall furnish full documentation of all Contractor changes and/or modifications to the applications and/or operating system software provided to meet Government requirements. In the case of new software releases, the Government may elect to accept the later versions of software. If accepted, software support will be provided at no additional cost during the period of this contract.Interruption of ServiceThe Contractor recognizes that the services under this contract are critical to the Government and must continue without interruption. Contractor also recognizes that when the contract expires, a successor, either the Government or another contractor, may continue the services. The Contractor agrees to furnish phase-in-training, apply its best efforts and cooperation to carry out an orderly and efficient transition to a successor.Contract Phase-Out PlanThe offeror shall address those actions, plans, procedures and resources (less) necessary to complete the contract term without impacting service or response in functional areas. Describe in detail how responsibility and accountability will be relinquished for all Government furnished property and documentation of the system. Discuss procedures for identifying accrued personnel benefits such as personal and sick leave, the scheduling of such absences, and their effect on contract performance during phase out.Computer Programmers and System Analystsa. The Department of Labor has determined that computer programmers and system analysts are not in the learned professions for purposes of an exemption from the Service Contract Labor Standards Act, 41 U.S.C. Sections 351-358, as amended. This determination is published at 29 C.F.R Section 541.302(h).b. Therefore, the Service Contract Act must be included in this contract unless the contractor can provide signed certifications and supporting evidence acceptable to the Contracting Officer that ALL computer programmers and systems analysts (including trainees) whose services will be acquired under this contract are either:(1) Engaged in managerial and administrative duties which qualify then for exemption under 29 C.F.R 541.1 or 541.2, or(2) High salaried professional employees as defined in 29 C.F.R. 541.315.(a) Compensated on a salary or fee basis at a rate of at least $250 per week exclusive of board, lodging, or other facilities. (b) Whose primary duty consists of the performance of work requiring knowledge of an advance type in a field of science or learning which includes work requiring the constant exercise of discretion and judgement.Submittal Data on PersonnelThe Contractor shall provide a list of personnel including their area of expertise, who will be available for assignment to support the contract. A resume shall be submitted for all key personnel identified in Section H, Personnel Qualifications. Resumes shall clearly show how and where individuals possess the required experience for the position.Dissemination of InformationThere shall be no dissemination or publication, except within and between the Contractor and any subcontractors, of information developed under this contract or contained in the reports to be furnished pursuant to this contract without prior written approval from the Contracting Officer.Release of ReportsThe Contractor is prohibited from releasing to any source, other than the sponsoring activity, any interim, draft and final reports or information pertaining to services performed under this contract until report approval or official review has been obtained. Furthermore, the contractor shall insure that the cover of all interim, draft and final reports contain the following statement: "The view, opinions, and/or findings contained in this report are those of the author(s) and should not be construed as an official Government position, policy or decision, unless so designated by other documentation."Release of News InformationNo news release (including photographs and films, public announcements, denial or confirmation of same) on any part of the subject matter of this contract or any phase of any program hereunder shall b made without the prior written approval of the Contracting Officer.Software Rightsa. All software to provide under this contract shall be delivered with unlimited rights in accordance with the provisions of FAR 52.227-14.b. If at any time during the term of the contract, the Contractor determines that it is more advantageous to the Government to incorporate a package, subroutine or module that cannot be provided to the government with unlimited rights into the system, the Contractor shall notify the Contracting Officer in writing. Such notification shall include as a minimum,, the name of the item to be furnished with Restricted Rights and cost saving or other benefits accruing to the Government.c. If the Contractor and the Government mutually agree to incorporate such software package, subroutine or module into the system, the Government requires that it be given as a minimum the following rights:(1) Use computer software with the computer for which or with which it was acquired, including use at any Government installation to which the computer may be transferred by the Government:(2) Use computer software with a backup computer if the computer for which or with which it was acquired is inoperative;(3) Copy computer programs for safekeeping (archives) or backup purposes;(4) Modify computer software, or combine it with other software, subject to the provisions that those portions of the derivative software incorporating restricted rights software are subject to the same restricted rights.The contract shall be modified to set forth the software restrictions and rights of the Government. The contractor shall not incorporate such software without a written modification to the contract.d. If the Contractor includes any software packages, routines or modules developed at the Contractor's expense in the system without identifying it to the Contracting Officer, all such software shall be considered delivered with "unlimited rights". If the program maintenance of the system is dependent on the source code of any such software, the contractor shall provide the source code and rights to the source code for the life of the system at the time the software and documentation is delivered to the Government.Royalty Free LicenseIn consideration of the sum to be paid to the contractor under this contract, the contractor hereby agrees and does grant, convey, and reserves to the United States of America a nonexclusive, irrevocable, worldwide, royalty free license in all written material, published, printed, presented or used in connection with the contract, in which the contractor presently holds a copyright or in the future shall obtain a copyright therein or in which he has the right to issue royalty-free licenses thereto.Type of Servicea. The Government and the Contractor understand and agree that the services delivered by the Contractor to the Government are non-personal services. The parties also recognize and agree that no employer-employee or master-servant relationship exists or will exist between the Government and the Contractor. The Contractor and the Contractor's employees are not employees of the Federal Government and are not eligible for entitlement and benefits given federal employees.b. Contractor personnel under this contract shall not:(1) Be placed in a position where there is an appearance that they are employed by a Federal Officer, or are under the supervision, direction, or evaluation of a Federal Officer.(2) Be placed in a position of command, supervision, administration or control over personnel or personnel of other Government Contractors, or become a part of the Government organization.(3) Be used in administration or supervision of procurement activities.CitizenshipAll contract employees shall be U.S. citizens or legal immigrant aliens.Employee Relationshipa. The services to be performed under this contract do not require the Contractor or his employees to exercise personal judgment and discretion on behalf of the Government, but rather, the Contractor's employees will act and exercise personal judgment and discretion on behalf of the Contractor.b. Rules, regulations, directives and requirements which are issued by Government Authorities under their responsibility for good order, administration and security are applicable to all personnel who enter a Government installation or who travel on Government transportation. This is not to be construed or interpreted to establish any degree of Government control which is inconsistent with a non-personal services contract.Organizational Conflict of Interest PolicyOrganizational Conflicts of Interest (OCI): The policy of DOL is to avoid contracting with contractors who have unacceptable organizational conflicts of interest. An organizational conflict of interest means that because of existing or planned activities, an offeror or Contractor is unable, or potentially unable, to render impartial assistance to the agency, or has an unfair competitive advantage, or the offeror or Contractor's objectivity is, or might be, impaired. If the offeror does not have any OCI issues, it must positively affirm so in writing.The following provides the contractor with examples of situations where mitigation plans may or may not be required by DOL. These examples are not intended to be inclusive.Disclosure by offerors or contractors participating in a DOL acquisition. Offerors or contractors should provide information which concisely describes all relevant facts concerning any past, present or currently planned interest, (financial, contractual, organizational, or otherwise) relating to the work to be performed and bearing on whether the offeror or contractor has a possible OCI.If the offeror or Contractor does not disclose any relevant facts concerning an OCI, the offeror or Contractor, by submitting an offer or signing the contract, warrants that to its best knowledge and belief, no such facts exist relevant to possible OCI.It is not the intention of DOL to exclude a Contractor from a competitive acquisition due to a perceived OCI. DOL Contracting Officers are fully empowered to evaluate each potential OCI scenario based upon the applicable facts and circumstances. The final determination of such action may be negotiated between the impaired Contractor and the DOL Contracting Officer. The Contracting Officer's business judgment and sound discretion in identifying, negotiating, and eliminating OCI scenarios should not adversely affect DOL's policy for competition. DOL is committed to working with potential vendors to eliminate or mitigate actual and perceived OCI situations, without detriment to the integrity of the competitive process, the mission of DOL, or the legitimate business interests of the vendor community.Mitigation plans: The successful Contractor will be required to permit a Government audit of internal OCI mitigation procedures for verification purposes. DOL reserves the right to reject a mitigation plan, if in the opinion of the Contracting Officer, such a plan is not in the best interest of DOL. After award, DOL will review and audit OCI mitigation plans as needed (in the event of any changes due to mergers, consolidations, or any unanticipated circumstances that may create an unacceptable organizational conflict of interest).Inapplicability of Employee BenefitsThis contract does not create an employer-employee relationship. Accordingly, entitlement and benefits applicable to such relationships do not apply.a. Payments under this contract are not subject to Federal income tax withholding.b. Payments under this contract are not subject to Federal Insurance Contributions Act.c. The Contractor is not entitled to unemployment compensation benefits under the Social Security Act, as amended, by virtue of performance under this contract.d. The Contractor is not entitled to any workmen's compensation benefits by virtue of this contract.e. The entire consideration and benefits to the Contractor for performance of this contract is contained in the provisions for payment under this contract.Contractor SupervisionThe Government will not supervise, direct, or evaluate the contractor's employees. Similarly, the contractor's employees shall not supervise, direct, or evaluate Government employees or employees employed by other contractors. The contractor's employees shall not become an integrated part of any Government organization, nor shall they administer or control any Government procurement activities.Government Furnished Property and Servicesa. The Government may furnish the contractor property, service, or information when so doing would be in the Best interest of the Government. Government furnished property and/or services will be specified on the delivery order.b. Minimum supplies such as desks, chairs, file cabinets, and expendable supplies may be provided to the contractor. Request for Government property will be approved by the Contracting Officer or the Contracting Officers Representative.c. Computer hardware and software used to develop, design, validate, and maintain a supported systems. Functional requirements will normally be provided to the contractor by the Government. When such hardware or software is not available from the Government, the contractor may be tasked as specified in the Delivery Order to rent or purchase the item(s) and charge the cost to the Government. Purchase in excess of $1,000.00 per item or $2,500.00 per order requires prior approval by the Contracting Officer. Any hardware or software purchased by the Contractor becomes the property of the Government.d. The Government will supply the Contractor with the necessary documents to perform the tasks in the Statement of Work.e. The Government will not provide typewriters, reproduction equipment, word processing equipment and software, or their attendant supplies.f. The Government Property Administrator will be assigned on individual delivery orders, as applicable.All Items to Become Property of the GovernmentTitle to all sources data and materials furnished by the government, together with all plans, system analysis and design specifications and drawings, completed programs except priority programs and documentation thereof, reports and listings, and all other items pertaining to the work and services to be performed under orders pursuant to this contract, including any copyright shall become and remain with the government upon completion. The government shall have the full right to use each of these for its purposes without compensation or approval on the part of the contractor. The government shall have access to and the right to make copies of the above mentioned items. All proprietary programs shall be indicated as such in individual proposals.Reports on Government PropertyThe following is applicable to the "Government Property" clause if included in the contract.a. The Contractor shall annually prepare the report required by the Defense Acquisition Regulation Supplement (DFARS) 245.505-14.b. The report shall be prepared on DD Form 1662, DoD Property in the Custody of Contractors, (October 1986 or later version) or an approved substituted.c. The report shall b as of September 30 each year and be submitted to the property administrator (Contracting Officer if no property administrator has been designated) no later than October 31 of each year.Use of General Services Administration (GSA) Contractsa. The use of GSA contracts are allowable for purchase of equipment under this contract. Purchases in excess of $1,000.00 per item or $2,500.00 per order require prior approval by the Contracting Officer or his duly authorized representative. The Contractor shall submit data to the Administering Contracting Officer for approval to include tee quotes, either GSA or open market, or a combination of both for equipment meeting the Governments' minimum requirements prior to purchasing any equipment.b. The Government will provide the Contractor with documentation based on the specific requirements on a delivery order basis, as required for contractor action. The quantity, time and place of delivery, and condition of the individual item will be stated in the delivery order.c. The Contractor shall furnish all supplies and materials required in support of this contract that cannot be furnished by the Government. Contractor furnished supplies and material shall be acquired by the Contractor on a cost reimbursable basis and, therefore, shall become Government furnished supplies and materials. Word-processing software will not be added/used with Government furnished computers purchased for the contractor's use in design, development, testing, validation, and training of the system.Telephone ServiceOffice of Assistant Secretary for Administration & Mgmt. telephone service may be provided to local office locations to carry on official business.Contractor Employee Suitability and Security Requirements1. Background Investigationsa. Background Investigation Requirements. The investigation requirements for contractor employees are based on the risk or sensitivity level designation of the position. The Contracting Officer, Contracting Officer's Technical Representative, or other DOL Agency's designated official informs the Contractor of the risk or sensitivity level for each contractor employee position. The minimum level of investigation for each risk or sensitivity level is indicated below.Position Risk/Sensitivity Level: Minimum Investigation Requirement:Low Risk/Non-sensitive National Agency Check & Inquiries (NACI)Moderate Risk Minimum Background Investigation (MBI)High Risk Background Investigation (BI)Noncritical-Sensitive Minimum Background Investigation (MBI)*Critical-Sensitive Single Scope Background Investigation (SSBI)** Individuals occupying Critical-Sensitive positions (i.e., require Top Secret security clearances) are subject to reinvestigation every 5 years. Individuals occupying Noncritical-Sensitive positions are subject to reinvestigation every 10 years for Secret security clearances and every 15 years for confidential security clearances.b. Conducting Background Investigations. All contract employees require a background investigation. The Office of Personnel Management (OPM) will conduct background investigations for DOL employees and contractor employees. Since OPM only accepts requests from Federal agencies to conduct background investigations, the DOL Agency will make arrangements with the Contractor to send the contractor employee's completed papers to the DOL Agency for submission to OPM.c. Payment for Background Investigation. If the DOL Agency bears the cost for background investigations on contractor employees, the designated DOL Agency official will forward the required documents to OPM. If the Contractor bears the cost of the investigations,2. The Investigation ProcessThe Contractor shall submit written procedures to the designated DOL Agency official describing the method by which the following investigation requirements will be satisfied.a. Pre-employment Checks. Before a contractor employee can begin work for DOL, he or she must provide the Contractor with a properly completed OF-306, Declaration for Federal Employment, on which the employee has completed items 1 tough 7c, questions 9 tough 13, and item 16 as necessary, and has signed item 17. (Attachment is a copy of the OF-306. This form can also be found at the following website: http://www.opm.gov/forms.) If the Contractor has not received a completed OF-306 from the contractor employee within 5 days after requesting the form, the Contractor shall notify the COR.If the person answers "Yes" to one or more of questions 9 tough 13, the Contractor shall notify the COR immediately. The designated DOL Agency official will inform the Contractor whether or not the contractor employee may work on the contract. Before making this decision the designated DOL Agency official may also require a pre-employment FBI fingerprint check on contract employees. This procedure is described in Chapter 2, Section 6.b. Submission of Investigation Documents. The Contractor shall submit the required documents below to the designated DOL Agency official within 14 calendar days of each contractor employee's placement on the contract in a High Risk, Moderate Risk, Low Risk, or Noncritical-Sensitive position. However, the Single Scope Background Investigation must be completed before the contractor employee is placed in a Critical-Sensitive position, unless the Department approves the placement of the contractor employee's placement in the position before the investigation is completed. The specific form that he or she completes depends on the risk or sensitivity level of the work that he or she will perform. These forms can be found on the following website: http://www.opm.gov/forms.• The SF-85, Questionnaire for Nonsensitive Positions, is used with positions or work that is designated at the Low Risk level. The minimum investigation required is a National Agency Check and Inquiries.• The SF-85P, Questionnaire for Public Trust Positions, is used with positions or work that are designated at the Moderate or High Risk level. The minimum investigation required for the Moderate Risk level is a Minimum Background Investigation. The minimum investigation required for the High Risk level is a Background Investigation.• The SF-86, Questionnaire for National Security Positions, is used with positions or work that is designated at the Noncritical-Sensitive or Critical-Sensitive level. The minimum investigation for Noncritical-Sensitive work is a Minimum Background Investigation. The minimum investigation for Critical-Sensitive work is a Single Scope Background Investigation.The Contractor shall also ensure that each contractor employee is fingerprinted using Form FD-258. The Contractor can get copies of this form from the COR.The Contractor shall submit the following completed forms and documents to the for each contractor employee based on the risk or sensitivity level of work that such employee is performing:Low Risk: High/Moderate Risk: Critical/Noncritical Sensitive:SF-85 SF-85P SF-86FD-258 FD-258 FD-258OF-306 OF-306 OF-306Application/Resume Application/resume Application/resumec. Temporary Contractor Employees. If the contractor employee is assigned to Low Risk work and is employed on a seasonal, daily, or intermittent basis, or for no more than 180 days, the NACI is not required. However, the Contractor shall submit the fingerprints of the contractor employee to the COR on a Form FD-258.3. Adjudicationa. Referral of Suitability Issues. When OPM has completed the contractor employee's background investigation, it shall send the report of investigation to the Department's Office of Executive Resources and Personnel Security (OERPS). If the report contains suitability issues, the OERPS will forward the report to the designated DOL Agency official for review and adjudication.b. Suitability Standard and Criteria. The suitability standard and criteria are described in Chapter 3, Section 3.c. Unfavorable Suitability Determination. If the designated DOL Agency official determines that the contractor employee is unsuitable, the Contracting Officer will inform the Contractor in writing that the contractor employee is denied access to DOL facilities and/or information and information systems. If revoking access to DOL facilities and/or information and information systems negatively impacts the contractor employee's ability to perform, he or she shall be removed from the contract. Any removal of a contractor employee shall not be considered grounds for a delay or adjustment claim from the Contractor.4. Non-disclosure AgreementThe Contractor shall require each contractor employee to review and sign the attached non-disclosure agreement (Attachment) when he or she begins work on the DOL contract. The Contractor must send the signed copy to the COR.(XIV) Defense Priorities and Allocations System (DPAS): N/A(XV) Offers are due no later than 2:00 P.M. ET on May 18, 2015. All offers must be e-mailed to the attention of Heather Brick Saunders, Email: Brick.Heather.A@dol.gov and Lesa L. Austin, Email: Austin.Lesa.L@dol.gov(XVI) Any questions regarding this solicitation should be directed to Heather Brick Saunders, Email: Brick.Heather.A@dol.gov and Lesa L. Austin, Email: Austin.Lesa.L@dol.gov no later than 5:00 P.M. ET on May 11, 2015.
DOL-OPS-15-R-00026 Department of Labor Office of the Assistant Secretary for Administration and Management
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