1 SOW.pdf

Statement of Work for Outreach Systems NeoSerra software license renewal.

Small Business Administration

Office of Veterans Business Development

6/6/2025

1. Background

The mission of the Small Business Administration (SBA) is to help small business owners and entrepreneurs pursue the American dream. SBA is the only cabinet-level federal agency fully dedicated to small business and provides counseling, capital, and contracting expertise as the nation’s only go-to resource and voice for small businesses. The mission of the Office of Veterans Business Development (OVBD) is to provide veterans, service members, National Guard and Reserve members, military spouses, and family members with programs and services to start, grow and expand their small business. This acquisition is to renew Outreach Systems NeoSerra software licenses to be used by our nationwide network of 31 Veterans Business Outreach Centers (VBOCs) to provide business counseling services to veteran owned small businesses. Neoserra is a customer relationship manager (CRM) system developed by Outreach Systems designed specifically for non-profit economic development organizations-the system is the choice for the OVBD VBOC program because of its unique market features in better serving veteran entrepreneurs.

2. Objectives

Objective is to award a multi-year contract base + 4 option years as the previous contract was structured.

3. Scope

The contractor shall provide all resources necessary to accomplish the tasks and deliverables described in this work statement. The contractor shall provide a Customer Relationship Management (CRM) platform capable of providing detailed demographic and economic information about clients.

A critical need for the VBOCs is to have access to the most current and comprehensive business planning software to help the centers in their work with veteran clients to begin and grow their business.

Neoserra is a customer relationship manager (CRM) system developed by Outreach Systems designed specifically for non-profit economic development organizations-the system is the choice for the OVBD VBOC program because of its unique market features in better serving veteran entrepreneurs.

4. Specific Tasks

a. Task 1 – Capable of providing demographic and economic information about clients.

b. Task 2 – Capable of providing built in and custom reports.

5. Deliverables/Delivery Schedule

Table 1: Deliverables

Deliverable Title Task Reference

Frequency Medium/Format Recipient

Deliver Outreach Systems NeoSerra software

001 Annual basis Digital software packages and licenses

31 designated VBOCs in the SBA OVBD network.

6. Inspection and Acceptance

The government will review, for completeness, preliminary or draft deliverables submitted by the Contractor, and may return them to the Contractor for correction. Absence of comments by the government will not relieve the Contractor of the responsibility for complying with the requirements of this work statement. Final approval and acceptance of deliverables required herein shall be provided to the contractor in writing by the designated government official. The Contractor shall not construe any letter of acknowledgment of receipt as a waiver of review, or as an acknowledgment that a deliverable is in conformance with this work statement. Any approval given during preparation of a deliverable, or approval for shipment shall not guarantee the final acceptance of the completed deliverable.

7. Security

a. Physical Security The Contractor shall establish and comply with appropriate administrative, technical, and physical safeguards to protect all Government data, property, facilities, and personnel.

i. Data All electronic data and documentation provided or made accessible by the Government, and all electronic data and documentation produced during performance of the services associated with this award are the property of, and are owned by, the Government.

The Contractor shall not disclose and must safeguard all data and personnel work products that are obtained or generated in the performance of this contract. The Contractor shall not access data or documentation that is not required in the performance of services awarded via this contract/task order, even if the data or documentation is available to contractor personnel. The Contractor shall immediately report any instance of non-compliance with this requirement to the Contracting Officer.

The government may authorize contractor access to controlled, sensitive, classified, or other government information for use in performance of this contract. The term “government information” includes information furnished by the government and information acquired or developed by the contractor in performance of the contract. The contractor shall provide immediate written notification the Contracting Officer if a breach of any of the requirements in this section occurs.

The contractor shall not publish or otherwise divulge government information, in whole or in part, in any manner or form, or authorize or permit others to do so, taking such measures as are necessary to restrict access to such information to only those employees needing the information to perform work required by the contract, i.e., on a “need to know” basis. The contractor is cautioned that its employees and subcontractors have no blanket authorization for access to government information based on their employment status.

Government data, including electronic data, shall not be removed from the Government facility without the express permission of the Contracting Officer or the Contracting Officer’s Representative.

Government data including documentation shall be surrendered to the Government upon contract completion and upon request. Government personnel, including government security personnel, have the express right to inspect documentation for any reason and at any time during the term of this award. The contractor shall ensure that direct and subcontract employees:

Only access information required to perform their tasks as specified in this contract, and do not access information that is not required to perform these tasks.

Ensure continuous government access to their work product in support of this contract.

Do not email government information to non-government email accounts.

Do not discuss government information with non-government personnel (including the contractor employee’s management).

Do not remove, or conspire to remove, government information out of a government facility or system, either physical and electronic, without written Contracting Officer or Contracting Officer Representative authorization.

Comply with non-disclosure agreements.

Protect the confidentiality of government information, and do not disclose government information to any unauthorized person.

ii. Facilities The contractor and all associated subcontractors’ employees shall comply with all facility access and use policies and procedures, including security policies and procedures. Questions shall be referred to the Contracting Officer’s Representative. The contractor shall provide all information required for background checks to meet facility access requirements. The contractor shall comply with all personal identity verification requirements associated with facility access. Should the security procedures at any individual facility change, the Government may require changes in contractor security matters or processes.

iii. Property and Personnel The Contractor shall report threats to government property and personnel employed by or supporting the Government.

To help ensure the protection of the life and health of all persons, and to help prevent damage to property, the Contractor shall comply with all Federal, State, and local laws and regulations applicable to the work being performed under this contract. These laws are implemented or enforced by the Environmental Protection Agency, Occupational Safety and Health Administration (OSHA) and other regulatory/enforcement agencies at the Federal, State, and local levels.

The Contractor agrees to use only qualified, responsible, ethical, and capable people to perform the work. Contractor employees shall perform services at all times in a professional, ethical manner.

Unprofessional, unethical, or threatening conduct will not be tolerated. Contractor employees with knowledge of unprofessional, unethical, or threatening behavior or conduct by any person shall immediately report such behavior or conduct to the Contractor. The Contractor shall immediately report receipt of a report concerning such behavior or conduct to the Contracting Officer.

The contractor and its employees shall only conduct business covered by this contract during periods paid for by the government and shall not conduct any other business on government premises or government time. The contractor shall not use government time, equipment, materials except for the express purpose of providing government support.

Contract personnel attending meetings, answering Government telephones, and working in other situations where their contractor status is not obvious to third parties shall identify themselves as Contractors to avoid creating an impression that they are Government officials. The Contractor shall also ensure that all documents or reports produced by the Contractor are suitably marked as Contractor products or that Contractor participation is appropriately disclosed.

The Contractor shall, at its own expense, immediately remove employees who have displayed or are displaying or engaging in unprofessional, unethical, or threatening behavior or conduct. The Contracting Officer may require that the Contractor remove from the job at its own expense, employees who jeopardize or interfere with mission accomplishment, or endanger or threaten to endanger persons or property, or whose continued employment under this contract is inconsistent with the interest of agency security.

b. Information Technology (IT) Security Requirements Secure login in with username and password.

c. Personnel Security Requirements None.

8. Packaging, Packing, and Shipping

The contractor shall ensure that all items are preserved, packaged, packed, and marked in accordance with best commercial practices to meet the packing requirements of the carrier and to ensure safe and timely delivery at the intended destination. All data and correspondence submitted shall reference:

Contract/order number Small Business Administration Program office name Contracting Officer Representative Name Description of the items contained therein

9. Government Furnished Property/Equipment/Information

None.

10. Type of Contract

The Government anticipates award of a multi-year type contract to a small business. Only Palo Alto Live Plan can satisfy the needs of the Program Office.

11. Period of Performance

The period of performance consists of a base and four (4) option periods.

Table 2 – Period of Performance

Period Start Date End Date Base 09/14/2025 09/13/2026 Option 1 09/14/2026 09/13/2027 Option 2 09/14/2027 09/13/2028

Option 3 09/14/2028 09/13/2029 Option 4 09/14/2029 09/13/2030

12. Place of Performance

The primary place of performance and delivery will be at the Government facility located at the 31 designated Veteran Business Outreach Centers (VBOCs) in the SBA/OVBD network.

13. Hours of Operation

The Outreach Systems NeoSerra CRM software platform and its data shall be accessible, available, and functional on a continual demand basis particularly between the hours of 0730 and 1800 Monday through Friday, except Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government-directed facility closings. The Contractor must maintain an adequate support and help desk work force for the uninterrupted performance of all tasks defined within this work statement when the Government facility is not closed for the above reasons. When hiring personnel, the Contractor shall keep in mind the stability and continuity of the work force are essential.

14. Travel and Other Direct Costs (ODC)

Travel is not required in support of the requirements in this work statement.

Table 3 – Required Travel

Travel Destination Duration (including travel days)

Number of Trips

N/A N/A N/A

15. Key Personnel

Key personnel are those personnel considered essential to successful contractor performance. The following are considered key personnel –

Not Applicable

16. Conflicts of Interest

No potential organizational conflicts of interest have been identified by the government. The contractor shall ensure that neither the contractor or any subcontractor is biased because of financial, contractual, organizational, or other interests which relate to the work under this contract. The contractor agrees it will make an immediate and full disclosure, in writing, to the Contracting Officer of any potential or actual organizational conflict of interest or the existence of any facts that may cause a reasonably prudent person to question the contractor's impartiality because of the appearance or existence of bias or an unfair competitive advantage. Such disclosure shall include a description of the actions the contractor has taken or proposes to take to avoid, neutralize, or mitigate any resulting conflict of interest.

17. Transition Plan

Not applicable as only Outreach Systems NeoSerra CRM platform is currently deployed throughout the SBA OVBD VBOC network. Only Outreach Systems NeoSerra can satisfy the needs of the Program Office.