11-233-SOL-00328.pdf

11-233-SOL-00328

SOLICITATION, OFFER AND AWARD

4. TYPE OF SOLICITATION2. CONTRACT NUMBER 3. SOLICITATION NUMBER

7. ISSUED BY CODE 8. ADDRESS OFFER TO (If other than Item 7)

ORDER UNDER DPAS (15 CFR 700)

6. REQUISITION/PURCHASE NUMBER

NOTE: In sealed bid solicitations "offer" and "offeror" mean "bid" and "bidder".

NEGOTIATED (RFP)

SEALED BID (IFB)

5. DATE ISSUED

1. THIS CONTRACT IS A RATED RATING PAGE OF PAGES

1 75

C. E-MAIL ADDRESS

EXT.NUMBERAREA CODE

B. TELEPHONE (NO COLLECT CALLS)A. NAME

10. FOR

INFORMATION

CALL:

CAUTION: LATE Submissions, Modifications, and Withdrawals: See Section L, Provision No. 52.214-7 or 52.215-1. All offers are subject to all terms and conditions contained in this solicitation.

(Date)(Hour) local timeuntildepository located in copies for furnishing the supplies or services in the Schedule will be received at the place specified in Item 8, or if hand carried, in the

SOLICITATION

9. Sealed offers in original and

PART IV - REPRESENTATIONS AND INSTRUCTIONS

OTHER STATEMENTS OF OFFERORS

EVALUATION FACTORS FOR AWARD

INSTRS., CONDS., AND NOTICES TO OFFERORS

REPRESENTATIONS, CERTIFICATIONS AND

LIST OF ATTACHMENTS

CONTRACT CLAUSES

PART III - LIST OF DOCUMENTS, EXHIBITS AND OTHER ATTACH.

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L

M SPECIAL CONTRACT REQUIREMENTS

CONTRACT ADMINISTRATION DATA

DELIVERIES OR PERFORMANCE

INSPECTION AND ACCEPTANCE

PACKAGING AND MARKING

DESCRIPTION/SPECS./WORK STATEMENT

SUPPLIES OR SERVICES AND PRICES/COSTS

SOLICITATION/CONTRACT FORM

PART II - CONTRACT CLAUSESPART I - THE SCHEDULE

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SEC. DESCRIPTION PAGE(S) (X) DESCRIPTION SEC. (X)

11. TABLE OF CONTENTS

18. OFFER DATE17. SIGNATURE

SUCH ADDRESS IN SCHEDULE.

IS DIFFERENT FROM ABOVE - ENTER

15C. CHECK IF REMITTANCE ADDRESS

EXT.NUMBERAREA CODE

15B. TELEPHONE NUMBER

(Type or print)AND

ADDRESS

OF

OFFEROR

CODE FACILITY

16. NAME AND TITLE OF PERSON AUTHORIZED TO SIGN OFFER15A. NAME

DATEAMENDMENT NO.DATEAMENDMENT NO.

and related documents numbered and dated):

amendments to the SOLICITATION for offerors

(The offeror acknowledges receipt of

14. ACKNOWLEDGEMENT OF AMENDMENTS

CALENDAR DAYS (%)30 CALENDAR DAYS (%)20 CALENDAR DAYS (%)10 CALENDAR DAYS (%)

(See Section I, Clause No. 52.232.8)

13. DISCOUNT FOR PROMPT PAYMENT

designated point(s), within the time specified in the schedule.

by the offeror) from the date for receipt of offers specified above, to furnish any or all items upon which prices are offered at the price set opposite each item, delivered at the

12. In compliance with the above, the undersigned agrees, if this offer is accepted within ______________ calendar days (60 calendar days unless a different period is inserted

NOTE: Item 12 does not apply if the solicitation includes the provisions at 52.214-16, Minimum Bid Acceptance Period.

OFFER (Must be fully completed by offeror)

IMPORTANT - Award will be made on this Form, or on Standard Form 26, or by other authorized official written notice.

28. AWARD DATE

(Signature of Contracting Officer)

27. UNITED STATES OF AMERICA

25. PAYMENT WILL BE MADE BY

26. NAME OF CONTRACTING OFFICER (Type or print)

CODE 24. ADMINISTERED BY (If other than Item 7)

ITEM

(4 copies unless otherwise specified)

23. SUBMIT INVOICES TO ADDRESS SHOWN IN

41 U.S.C. 253 (c) ( 10 U.S.C. 2304 (c) (

22. AUTHORITY FOR USING OTHER THAN FULL AND OPEN COMPETITION:

21. ACCOUNTING AND APPROPRIATION20. AMOUNT19. ACCEPTED AS TO ITEMS NUMBERED

AWARD (To be completed by government)

CODE

ACF6214207/27/2011

X

DAM

DHHS/PSC/SAS/DAM

Parklawn Building, Room 5C-18 5600 Fishers Lane Rockville MD 20857

SEE BLOCK #7 1300 ET 08/29/2011

JAMES J HORKAN 301

james.horkan@psc.hhs.gov

443-1658

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PAGE(S)

CLINT DRUK

AUTHORIZED FOR LOCAL REPRODUCTION

Previous edition is unusable

STANDARD FORM 33 (Rev. 9-97)

Prescribed by GSA - FAR (48 CFR) 53.214(c)

1-2

4-26 29-32 33-37 38-42

43-47

49-55

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71-75

ITEM NO. SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT

NAME OF OFFEROR OR CONTRACTOR

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CONTINUATION SHEET

REFERENCE NO. OF DOCUMENT BEING CONTINUED PAGE OF

11-233-SOL-00328

(A) (B) (C) (D) (E) (F)

CWIG New Clearinghouse Services Contract

FOB: Destination

1 CWIG New Clearinghouse Services Contract CAN 1 EA

G994150

OPTIONAL FORM 336 (4-86)

Sponsored by GSA

FAR (48 CFR) 53.110

NSN 7540-01-152-8067

Children’s Bureau Clearinghouse Services Page 3 of 75 Request for Proposal: 11‐233‐SOL‐00328 Due Date: August 29, 2011 (1:00 PM EST)

SECTION B: SUPPLIES OR SERVICES AND PRICES/COSTS

B.1. CONSIDERATION AND PAYMENT

The contract will be divided into five contract line items (CLINs) as indicated below. Each contract line item is for a separate period. Each CLIN is independent and represents a severable piece of this contract. Funds obligated for each CLIN shall only be used for that CLIN and may not be used for funding work under other CLINs. This is a cost plus fixed fee, term type contract. In consideration for the satisfactory performance of the work that is described in detail in Section C, the Contractor shall be paid in accordance with the following schedule:

B.1.1 CLIN 1 – Base Period – Twelve months from date of award

Estimated Cost: $ Fixed Fee: $

Total Estimated Amount: $

B.1.2 CLIN 2 – Option Period 1 (estimated 9/30/12 – 9/29/13)

Estimated Cost: $ Fixed Fee: $

Total Estimated Amount: $

B.1.3 CLIN 3 – Option Period 2 (estimated 9/30/13 – 9/29/14)

Estimated Cost: $ Fixed Fee: $

Total Estimated Amount: $

B.1.4 CLIN 4 – Option Period 3 (estimated 9/30/14 – 9/29/15)

Estimated Cost: $ Fixed Fee: $

Total Estimated Amount: $

B.1.5 CLIN 5 – Option Period 4 (estimated 9/30/15 – 9/29/16)

Estimated Cost: $ Fixed Fee: $

Total Estimated Amount: $

TOTAL ESTIMATED CONTRACT AMOUNT INCLUSIVE OF FEE: $

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Due Date: August 29, 2011 (1:00 PM EST)

SECTION C: DESCRIPTION/SPECIFICATIONS/STATEMENT OF WORK

TITLE: Children’s Bureau Clearinghouse Services

C.1 PURPOSE OF CONTRACT

The purpose of this contract is to provide for the ongoing operation of the Children’s Bureau’s (CB) clearinghouse, Child Welfare Information Gateway (CWIG), which serves as a national central repository for child abuse and neglect, child welfare, adoption, and other related information. The services required include collection, analysis, and maintenance of materials; planning, researching, and writing new and revised resource materials and related products; website, database, and information technology development and management, including the CB and CWIG websites; knowledge management; storing, packaging, developing and distributing publications; outreach and marketing; and information dissemination and distribution. This contract represents the characteristics of a traditional clearinghouse with a toll‐free telephone line(s), website, and publications development and distribution.

It is an operation that requires comprehensive expertise in child welfare, intricate web and database development, communications, technology and information systems, and logistical planning and execution. This contract also requires significant support to CB staff and its Training & Technical Assistance Network, grantees, and other CB/ACF Networks. All tasks, unless otherwise specified, will be conducted at the Contractor’s central location.

C.2 BACKGROUND

The Department of Health and Human Services (HHS) is the United States government’s principal agency for protecting the health of all Americans and providing essential human services, especially for those who are least able to help themselves. The Administration for Children and Families (ACF) is the agency within HHS that is responsible for Federal programs that promote the economic and social well‐being of families, children, individuals, and communities. The Administration on Children, Youth and Families (ACYF) administers the major Federal programs that support social services that promote the positive growth and development of children, youth and their families; protective services and shelter for children and youth in at‐risk situations; and adoption for children with special needs. These programs provide financial assistance to States, Tribes, community‐based organizations, and academic institutions to provide services, carry out research and demonstration activities and undertake training, technical assistance, and information dissemination. ACYF works directly with States and Tribes and through grants and contracts to assist with improving services to families and children.

ACYF is comprised of two bureaus, the Family & Youth Services Bureau (FYSB) and the Children’s Bureau (CB). It also consists of 10 geographic regions across the United States, where offices are responsible for administering ACYF’s programs. The Children’s Bureau is the oldest child‐serving agency in the Federal government. With the primary responsibility of administering Federal child welfare programs, the Bureau provides for the safety, permanency and well‐being of children, including those in foster care, available for adoption, recently adopted, abused, neglected, dependent, disabled, or homeless, and to prevent the neglect, abuse, and exploitation of children. The CB plans, manages, coordinates, and supports child abuse and neglect prevention and child welfare services programs. It accomplishes these tasks through leadership, support, and partnerships with States, Tribes, and local agencies. The Children's Bureau works with these entities to develop programs that focus on preventing the abuse of children in troubled families, protecting children from abuse, and finding permanent placements for those who cannot safely return to their homes. The CB also:

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Due Date: August 29, 2011 (1:00 PM EST)

‐ Awards discretionary grants for research and program development to States, Tribes and local agencies, faith‐based and community‐based organizations, and other nonprofit and for profit groups.

‐ Monitors State child welfare services through the Child and Family Services Reviews (CFSRs);

Title IV‐E Foster Care Eligibility Reviews; the Adoption and Foster Care Analysis and Reporting System (AFCARS); and the Statewide Automated Child Welfare Information System (SACWIS) Assessment Reviews.

‐ Provides support to build the capacity of State, local, Tribal, and other publicly administered or publicly supported child welfare agencies and family and juvenile courts through the provision of training, technical assistance, research, and consultation.

‐ Issues policy guidance to States on the administration of State grant programs and provides interpretations of Federal statutes and program regulations.

‐ Funds research and provides State and national data on adoption and foster care, child abuse and neglect, and child welfare.

‐ Administers Federal and State reporting systems that provide data to monitor and improve child welfare outcomes.

‐ Engages in other initiatives and events that highlight current issues in child welfare.

For more information about Children’s Bureau programs, visit http://www.acf.hhs.gov/programs/cb/.

The Children’s Bureau has provided funding for its Training and Technical Assistance Network (T&TA Network) for over a decade. The T&TA Network includes National Resource Centers, Implementation Centers, Clearinghouses, and other child welfare technical assistance providers. T&TA Network members serve a variety of agencies, organizations, systems, and institutions and perform a diverse range of services that promote systems change that will ultimately improve outcomes for children, youth, and families. T&TA Network members hold expertise in multiple aspects of child welfare systems and across the continuum of child welfare practice and they are expected to provide States and Tribes with the necessary information, training, and consultation to build capacity within their child welfare systems. Knowledge development and transfer, leadership development, information management, and dissemination of effective and promising practices have all been key objectives of the T&TA Network. Members of the T&TA Network are expected to facilitate positive change in service delivery, and in some cases comprehensive cross‐system reforms that will result in more effective and promising practice. For more information about the Children’s Bureau’s T&TA Network, visit http://www.acf.hhs.gov/programs/cb/tta/.

The Children’s Bureau’s clearinghouse, Child Welfare Information Gateway (“Information Gateway” and “CWIG”), plays an integral role in the T&TA Network. Unlike other T&TA Network members, CWIG does not provide direct training to States and Tribes. Instead, it connects child welfare and related professionals to information and resources covering a wide range of topics related to child welfare and the well‐being of children and families.

For over 20 years, the CB has supported clearinghouse operations that address a broad continuum of child welfare topics. The function of the clearinghouse started with two areas that were legislatively mandated, including the National Clearinghouse on Child Abuse and Neglect Information (CAN) and the National Adoption Information Clearinghouse (NAIC). The CAN, which provided leadership to the child welfare field by coordinating activities across disciplines and Federal agencies was established under the Child Abuse Prevention and Treatment Act (CAPTA) of 1974 (42 USC 5104). In 1986, the NAIC was http://www.acf.hhs.gov/programs/cb/ http://www.acf.hhs.gov/programs/cb/tta/

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Due Date: August 29, 2011 (1:00 PM EST) established under 42 USC 679a with the purpose of providing easily accessible information to the general public on all aspects of infant adoption and the adoption of children with special needs.

In 1993, the Children’s Bureau had begun expanding the child welfare‐related information it collected beyond that of the CAN and NAIC. By the mid‐90s, the ACYF made significant administrative and organizational changes and with the re‐authorization of CAPTA, all child abuse and neglect related programs were consolidated into the Children’s Bureau. These changes prompted the CB to consolidate the internal operations of its two clearinghouses. In FY 2006, the clearinghouses were renamed Child Welfare Information Gateway and the services and resources provided were re‐branded in a way that gives greater visibility to the continuum of child welfare. Child Welfare Information Gateway continues to serve as a national informational source for the field, covering a wide range of topics related to child welfare, child abuse and neglect, and adoption.

C.3 STATEMENT OF WORK

The purpose of this contract is to provide for the ongoing operation of the Children’s Bureau’s clearinghouse, Child Welfare Information Gateway.

C.3.1 OBJECTIVES

The major objectives of the Children’s Bureau’s clearinghouse are to:

1. Manage the contract and operate Child Welfare Information Gateway, in‐house.

2. Provide the technical expertise in clearinghouse management necessary to accomplish the tasks of the contract.

3. Interface with CB program staff to gather and share information.

4. Provide online and toll‐free inquiry response systems.

5. Provide information dissemination support including related writing, editing, and other support services as needed.

6. Provide publications and multimedia storage, inventory and distribution services;

7. Disseminate print and audiovisual materials.

8. Provide CB programs, grantees, and affiliated networks with information, dissemination, and fulfillment services, on an as‐needed basis.

9. Identify, screen and obtain related organization information and resources related to CB programs, on an as‐needed basis.

10. Maintain and develop new functionalities for CB and CWIG, as appropriate.

11. Assess services, resources, processes, and methods used to operate a national clearinghouse.

C.3.2 GENERAL REQUIREMENTS

The Contracting Officer’s Technical Representative (COTR) and/or Federal Project Officer (FPO) shall be the initial and main point of contact for all matters related to the Contractor’s function and performance under this Statement of Work (SOW). This will require significant interaction between the COTR and the Contractor. The Contractor shall work with, obtain direction, and frequently receive formal approval from the COTR for all work performed under this contract. All major and agreed upon products and deliverables created under this contract shall be submitted to the COTR for review and formal approval.

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Due Date: August 29, 2011 (1:00 PM EST)

The Contractor shall obtain COTR approval prior to undertaking any special projects and tasks described in this SOW.

C.3.2.1 The Contractor’s staff shall have substantive knowledge in the broad areas covered by Child Welfare Information Gateway, as well as in‐depth expertise in the associated sub‐fields, including, but not limited to, child maltreatment, prevention, treatment/intervention, workforce, systems change, child welfare, adoption, foster care, program management, research, and statistics.

C.3.2.2 Given the specialized content knowledge and expertise required, as well as the complexity of clearinghouse operations described in the SOW, the Contractor shall employ at least one Project Director with a minimum of 10 years child welfare experience and/or 10 years project management experience in a similar position to that described in the SOW. All key personnel will be subject to COTR approval.

C.3.2.3 The Contractor shall provide all on and off‐site personnel, facilities, equipment, supplies, and materials to operate all services and activities described within this SOW. Unless otherwise indicated, meetings, training, briefings, and other gatherings will be conducted at the Contractor’s facilities.

Therefore, the Contractor’s work space shall have the capacity to accommodate no less than 30 people in at least one meeting room.

C.3.2.4 The Contractor shall use comprehensive and current software that is accessible to and compatible with the CB/ACF computer network, and/or available to ACF staff. All internet web pages will be prominently marked with the CB and/or HHS logos and identify Child Welfare Information Gateway as a service of the Children’s Bureau, Administration on Children and Families, U.S. Department of Health and Human Services, and include other identifying marks, as directed.

C.3.2.5 The Contractor shall be knowledgeable and adhere to Section 508 of the Rehabilitation Act of 1973 (29 U.S.C. 749d). All Web content or communications materials produced for publication on or through HHS Web sites must conform to applicable Section 508 standards.

C.3.2.6 Despite this project’s close affiliation to the Children’s Bureau, the Contractor’s staff shall not identify themselves as CB staff; instead, staff shall identify themselves as Child Welfare Information Gateway personnel and all materials developed by the Contractor shall clearly identify HHS/CB as the author.

C.3.2.7 For contractors and subcontractors who have access to sensitive HHS/ACF/CB information shall complete a Contractor‐employee confidentiality and/or non‐disclosure agreement, provided by the Contractor and approved by the COTR. A copy of the signed agreements shall be made available to the

COTR.

C.3.2.8 The contractor shall obtain clearance through the ACF Public Affairs Office prior to releasing or disseminating any printed materials to the public.

C.3.3 SPECIFIC TASKS

TASK 1: INFORMATION MANAGEMENT

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Due Date: August 29, 2011 (1:00 PM EST)

Child Welfare Information Gateway is the Children’s Bureau’s central repository for child welfare and related information. It serves as a public service that provides current and national information on child welfare, child abuse and neglect, adoption and other related sub‐fields. It is, therefore, expected that the Contractor shall create, collect, maintain, and provide access to a wide scope of resources on child welfare and related programs, practice, research, statistics, and laws and policies.

The Contractor shall:

1. Create and update products that fulfill an informational need to the target audience(s).

2. Maintain a system that will retain and promote the three main areas of focus: child abuse and neglect, child welfare, and adoption.

3. Retain Information Gateway’s current depth of information on child abuse and neglect, child welfare, adoption, and related sub‐fields, while strategically broadening the scope of the child welfare focus.

4. Integrate new technologies used to support Information Gateway activities in order to maintain and improve its knowledge and information capacity.

5. Seek and implement innovative and effective ways to collect and distribute information in coordination with the Children’s Bureau’s Training & Technical Assistance Network, grantees, and other affiliated organizations and networks.

6. Identify methods of collecting information and resources that are not commonly known and demonstrate successful and innovative child welfare practices.

A. Collection & Maintenance

1. The Contractor shall identify, research, create, and collect materials and resources related to child abuse and neglect, child welfare, adoption, and related sub‐fields for its target audience, the Children’s Bureau, and other identified entities.

2. The Contractor shall make recommendations and plans for resource development based on priorities identified by the Children’s Bureau.

3. The Contractor shall maintain a physical and electronic library of information and related resources.

i. The Contractor shall maintain a diverse collection of library resources, including, but not limited to, books, journals, reports, surveys, articles, bibliographies, videos, and other electronic media.

ii. Emphasis will be placed on increasing the level of acquisitions in accordance with prevailing initiatives and priorities.

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Due Date: August 29, 2011 (1:00 PM EST)

iii. Periodicals acquired by the Contractor from outside sources must show relevance to the collection and are subject to COTR approval.

iv. Acquired resources should be written primarily in English.

v. The Contractor shall have a significant collection of non‐English publications, with the ability to translate when necessary.

vi. The Contractor shall have a significant collection of ethnic and culturally diverse resources, particularly with regard to African‐Americans, Native Americans, and Hispanics.

vii. The majority of the resources will be provided online with the ability for downloading.

4. The Contractor shall provide the COTR with a maintenance schedule for the collection which addresses the inclusion of new materials, discontinuance of materials, and archiving.

5. The Contractor shall be knowledgeable and adhere to copyright violations and other legal publishing issues.

6. The Contractor shall maintain an inventory system for the storage and retrieval of information and materials in the collection.

B. Product Development

1. The Contractor shall assess and identify informational needs of the target audience(s).

i. Conduct needs assessments and surveys to collect user feedback for product development plan, to be reviewed and approved by the COTR.

ii. Identify information gaps in library collection.

iii. Identify new product needs based on emerging issues and priorities identified by the CB and other partners.

2. The Contractor shall make recommendations and plans for resource development.

i. Provide new child welfare and related content.

ii. Partner with organizations in the field to develop relevant products.

3. The Contractor shall review and update products, including but not limited to:

i. Child Welfare Information Gateway brochure and video – outlines services and resources; the brochure will be made available in Spanish; the brochure and

Children’s Bureau Clearinghouse Services Page 10 of 75 video will be updated every 2 years, at a minimum; the brochure and video will be reviewed and approved by the COTR.

ii. Children’s Bureau brochure and video – outlines programs and services; the brochure will be made available in Spanish; the brochure and video will be updated every 2 years, at a minimum; the brochure and video will be reviewed and approved by the COTR.

iii. Children’s Bureau Express (CBX) – child welfare electronic monthly digest, produced and distributed by Information Gateway.

iv. Specialized brochures, bulletins, factsheets, displays, and bulletins, as needed and directed by the COTR.

C. Systems & Database Management

1. The Contractor shall create and maintain all components of its private and public databases, while maintaining them with the highest regard for security, quality, usability, cost, and compliance with HHS and other Federal rules and regulations.

i. The Contractor shall routinely review, edit, and update all databases.

ii. The creation of new databases will be similar in size and scope to current Information Gateway databases and approved by the COTR. Newly created and maintained databases (over 20) include, but are not limited to:

1. Online Library – database of over 64,000 publications (nearly 19,000 are electronic).

2. Child Welfare Policy Manual – contains all relevant child abuse and neglect/child welfare policy.

3. National Foster Care and Adoption Directory – provides foster care and adoption resources by State.

4. Child Welfare Outcomes Data Site – features detailed Child Welfare Outcomes data in a variety of user‐specific ways.

5. Discretionary Grants Library – provides CB program announcements and information related to CB grants.

6. User Requests – tracks over 8,000 yearly customer requests and inquiries.

7. Mailing Lists – stores contact information for over 6,000 stakeholders to support outreach.

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8. PART Performance Measurement Online Tool – supports mandated performance measurement collection for CB discretionary grants.

2. The Contractor shall seek opportunities to integrate and consolidate systems when appropriate.

3. The Contractor shall seek opportunities to create new and innovative databases that are cost‐effective, enhance project goals such as product dissemination and service delivery, and enhance the overall function of the CB and/or the field.

4. The Contractor shall maintain an abstracted listing of all databases and its contents for presentation to COTR.

5. The Contractor shall provide for a significant percentage of its services and resources via electronic tools, systems, and databases.

6. The Contractor shall be proactive and responsive to changing its operating procedures to adopt new technologies when required.

i. Maintain strategies for quickly and effectively receiving and transmitting information, communications, and data.

D. Websites

1. The Child Welfare Information Gateway website has over 18,000 static and dynamic pages. The Contractor shall design, enhance, and maintain the CWIG website, www.childwelfare.gov, so that it adequately reflects the scope of its operations.

i. Comply with all industry and Federal guidelines in maintaining a Federal .gov website, including HHS, ACF, and all other applicable laws, regulations, policies, guidelines, and best practices.

ii. HHS/ACF/CB should be properly identified on the website, as directed by the

COTR.

iii. Properly format materials posted to the website.

iv. With over 4 million website visits per year, it is expected that the website will remain highly visible with current and accurate information on child abuse and neglect, child welfare, adoption, and related sub‐fields.

v. Creatively adopt new designs, features, formats, and technologies as they emerge and are appropriate and approved by the COTR.

vi. The website should be easily accessible and logically navigable by its target audiences.

http://www.childwelfare.gov/

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vii. The Contractor shall have the capacity to design, maintain, and operate complex websites that are accurate and current.

1. The website should be operated and maintained by qualified and experienced staff.

viii. The Contractor shall include links to the Children’s Bureau and other relevant government and non‐government websites.

ix. All material posted to the website is subject to review and approval of the COTR and/or designated Federal staff.

x. The website will be available 24 hours a day, seven (7) days a week, and 365 days a year, unless the COTR is notified about scheduled downtime for routine maintenance.

1. The Contractor shall report problems to the COTR immediately.

2. The Contractor shall propose solutions to the COTR to ensure timely resolution.

2. The Children’s Bureau’s website has over 7,000 pages. The Contractor shall design, enhance, and maintain the CB website, http://www.acf.hhs.gov/programs/cb, so that it adequately reflects the scope of the CB/ACF/HHS.

i. Work with CB and ACF staff to design and manage all content on the website.

ii. Comply with all Federal and industry guidelines in maintaining and designing a Federal .gov website, including HHS, ACF, and all other applicable laws, regulations, policies, guidelines, and best practices.

iii. Properly format materials posted to the website.

iv. The Contractor shall have the capacity to design, maintain, and operate complex websites that are accurate and current.

1. The website should be operated and maintained by qualified and experienced staff.

v. All material posted to the website is subject to review and approval of the COTR and/or designated Federal staff.

3. The Contractor shall work with the COTR and/or designated Federal staff to create related websites.

i. On occasions when it is deemed necessary and appropriate, the Contractor shall create microsites, with agreed upon (sub) domain names, to fulfill special http://www.acf.hhs.gov/programs/cb

Children’s Bureau Clearinghouse Services Page 13 of 75 initiatives or requests, such as the Child Welfare Outcomes Data Site at http://cwoutcomes.acf.hhs.gov/data/.

4. The Contractor shall provide all technology hardware and software that is required to operate Information Gateway and Children’s Bureau databases and websites. The Children’s Bureau/Federal government will maintain ownership of any computer applications and software purchased or developed under this contract.

TASK 2: INFORMATION REQUESTS

Child Welfare Information Gateway received and responded to over 8,000 information requests in Fiscal Year 2010 from child welfare professionals, media, the public, and Federal staff. Customer requests are made in a number of different ways but the majority of the inquiries are made through direct contact, such as telephone, email, RightNow Web and Live Chat. Other methods include letters, fax, website orders of publications, and contact through social media.

1. Respond to information requests from a variety of sources, including child welfare professionals, Congress, media, Federal staff, and the general public.

2. Satisfy all requests for information within 1‐3 business days, or as agreed upon by the COTR.

3. Train Information Specialists to deliver information directly from Information Gateway’s collection or analyze and evaluate information gathered to generate a response to meet unique customer needs.

a. Provide Specialists who have child welfare knowledge and expertise to respond to customer inquiries.

b. Provide at least one Information Specialist who is bilingual in Spanish and English.

4. Have the capacity to receive and respond to user requests through a variety of channels, including but not limited to, email, telephone, Live Chat, and social media.

a. Ability to respond to inquiries regarding child welfare and related issues submitted through the following:

i. RightNow Web on ACF’s website (in FY2010, estimated 650 inquiries).

ii. White House and Congressional letters (in FY2010, estimated 750 inquiries).

iii. Media requests for information (in FY2010, estimated 30 inquiries)

1. Work with the COTR to establish procedures for responding to media inquiries and coordinate with the ACF Office of Public Affairs.

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iv. Information requests from LiveChat (22% of all inquiries after December 2009 launch).

v. Publication orders via the website (40% of all inquiries).

5. Create innovative ways for responding to customer requests and inquiries.

6. Maintain a toll‐free telephone line for information requests that is available during regular weekday business hours, excluding Federal holidays.

7. Provide an area, in Washington D.C., that is identifiable as a media/reading room that is easily accessible to the public and provides sufficient space for storage of materials routinely requested.

8. Work with the Children’s Bureau and HHS staff on information requests that warrant a higher level of authorization and approval.

9. Have a method for tracking all information requests.

a. Develop a system that tracks various types of customer requests and methods of response.

b. Provide user information, statistics and related data to COTR for reporting purposes.

TASK 3: OUTREACH

Child Welfare Information Gateway is a national clearinghouse service, responsible for providing access to numerous publications, websites, databases, and other tools and resources. It is charged with ensuring that all individuals, groups, and organizations are aware of and have access to information regarding children and families that are involved with, or in some way affected by the United States child welfare system. Effective outreach is crucial to ensuring that its target audience, child welfare and related professionals, and the general public are aware of the programs, services, and resources that are available.

1. Have a thorough understanding of its target audience(s).

2. Use communication and dissemination techniques that are most effective for its target audience(s).

3. Establish partnerships with appropriate organizations and related networks.

4. Enhance Information Gateway’s exposure among its target audience(s) by creatively implementing new outreach strategies, such as new media and other effective tools.

5. Identify strategies for reaching audiences with historically fewer customer inquiries, such as rural areas and audiences in regions I, VIII, and X.

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A. Marketing

1. Anticipated design needs may include: materials for the website(s), social media sites, promotional materials, brochures, reference and fact sheets, and other CB and Information Gateway publications.

2. The Contractor shall assist the CB with the development, design and maintenance of a logo(s).

3. The Contractor shall provide qualified and skilled personnel who have experience in marketing, design, and outreach.

4. All promotional materials developed for Information Gateway and the CB, including stationary, factsheets, and brochures will identify the Contractor as a service of the CB and utilize the CB and/or HHS logos, as directed by the COTR.

i. Neither the name of the Contractor’s firm, its logo, nor any other identification related to the Contractor, will appear on any Information Gateway materials.

B. Conferences, Presentations and Exhibits

1. The Contractor shall design and maintain a permanent exhibit, to be displayed at meetings, conferences, and other similar activities attended by Information Gateway and CB staff.

i. Exhibit may include promotional videos and other electronic tools.

2. The Contractor shall update and/or upgrade the permanent exhibit, as it is financially appropriate and approved by the COTR.

3. The Contractor shall identify major meetings and conferences where an exhibit and/or presentation would be appropriate.

i. Information Gateway exhibits at approximately 40 conferences across the country each year.

ii. Information Gateway provides materials‐only support to approximately 50 conferences each year.

iii. Provide skilled personnel who are able to represent Information Gateway with specific knowledge in child welfare and related sub‐fields and able to connect with and establish relationships with the target audience(s).

iv. Information Gateway presents and provides briefings to increase awareness and visibility of its products and resources.

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v. Information Gateway supports the CB with internal meetings with Federal staff, foreign delegations, grantee meetings, and the Office of Public Affairs.

vi. The Contractor shall have the capacity to support conference exhibit activities, despite variance in the total number of conferences and meetings that may occur each year.

4. The Contractor shall be responsible for all logistical arrangements of exhibit conference support, including packaging, shipping, assembling, staffing, setup, and fulfillment.

5. The Contractor shall seek opportunities to support smaller conferences to enhance outreach efforts.

6. The Contractor shall work with regional offices, T&TA Network, and grantees for information on exhibit support opportunities across the country.

7. The Contractor shall present all travel to exhibit and/or present at meetings and conferences to COTR for review and approval.

C. Collaboration

1. The Contractor shall establish and maintain productive relationships with a broad range of local, regional, national, and private organizations; government agencies; institutions of higher learning; and non‐affiliated experts to support the work of the CB and Information Gateway.

2. Collaboration with external entities should be mutually beneficial and purposeful to include activities such as:

i. Exchange of informational and/or technical support for assistance with websites, technology tools, and creation and revision of articles and publications.

ii. Knowledge management and dissemination efforts.

iii. Implement special projects and events, such as National Foster Care Month.

iv. Provide support, create new opportunities and participate on related committees and workgroups, such as the Federal Interagency Workgroup on Child Abuse and Neglect (FEDIAWG).

3. The Contractor shall identify meaningful ways it will partner with other members of the T&TA Network to develop products, share resources, and provide other means of achieving the goals of the CB.

4. The Contractor shall work closely with the Children’s Bureau Regional Offices (RO).

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i. Ensure the ROs are familiar with the services provided by Information Gateway.

ii. Identify a liaison to work with each RO.

iii. Identify strategies for targeted outreach to Federal regions and the associated States and Tribes.

TASK 4: DISSEMINATION

For several years, the Children’s Bureau clearinghouse(s) disseminated information solely in physical format. Over time, the importance of electronic tools has increased as the Children’s Bureau has made an effort to provide most of its information online, where possible. With all of the electronic and digital advances, the web, email, and social networking have helped the CB and Information Gateway disseminate information and products to the field. The Contractor shall develop a strategy for disseminating CB and Information Gateway resources and information to the target audience. It is crucial that Information Gateway remain connected with the field, the CB and its networks, and other related entities.

A. Product Dissemination

1. The Contractor shall identify and implement a product dissemination plan.

2. The Contractor shall distribute over 100,000 print publications each year.

i. Assist the CB with printer‐direct shipping of materials such as the Prevention Resource Guide (over 117,000 in FY2010), User Manual Series, and Child Welfare Outcomes.

ii. As needed, work with the CB, T&TA Network, grantees, and other Federal agencies to distribute targeted mailings such as National Adoption Month resources.

iii. Work closely with the COTR, OPA, and the U.S. Government Printing Office

(GPO), when necessary, to print products.

3. The Contractor shall seek alternatives to print product mailings.

i. Implement innovative means of distributing information, including use of flash drives, CDs, and other electronic methods.

B. Subscription Services

1. The Contractor shall establish a plan for providing free web‐based subscription services available to the target population(s) with access to child welfare and related information and resources.

i. Newly created and maintained subscription services include, but are not limited to:

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1. Children’s Bureau Express (CBX) – electronic digest for child welfare and related professionals (nearly 20,000 subscribers with approximately 142,000 visits to the website per year).

2. Child Welfare in the News – daily electronic listing of child welfare news articles from across the country.

3. E‐lert! – monthly electronic list of new publications and resources distributed by Information Gateway (over 12,000 subscribers).

ii. The Contractor shall have the capacity and expertise to maintain, enhance, and properly monitor all subscription services.

iii. Identify new subscription services as appropriate and present them to the COTR for approval.

C. Electronic & New Media

1. The Contractor shall be responsive to the changing environment and be creative in dissemination efforts through electronic and digital formats.

2. The Contractor shall provide staff that is skilled in working with electronic and social media in a way that benefits the field, CB and Information Gateway.

3. The Contractor shall establish a plan to monitor, facilitate, and enhance electronic and digital tools used to communicate and disseminate information.

i. Newly created and maintained electronic tools for dissemination include but are not limited to:

1. Facebook – social media tool used to quickly and broadly disseminate information and announcements (more than 2,000 fans).

2. RSS (Really Simple Syndication) Feeds – efficient way for distributing content and updates that are constantly changing.

3. YouTube – video sharing website.

4. The Contractor shall identify in the dissemination plan new and enhanced opportunities for implementing electronic and new media.

i. Consider technology and tools available that are cost effective and will benefit the communication and informational needs of the target audience(s), including enhanced use of Web 2.0, mobile applications, video‐conferencing, webinars, online learning centers, and communities of practice.

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E. Listservs & Mailing Lists

1. Information Gateway maintains and facilitates over 40 listservs, which are a key method for disseminating information to the CB, grantees, and child welfare professionals.

i. The Contractor shall support a wide range of electronic listservs to cover a variety of topics and initiatives to facilitate knowledge sharing around areas including evaluation, Tribal issues, and technical assistance.

ii. The Contractor shall establish a procedure for creating, facilitating, and maintaining all CB and Information Gateway listservs.

iii. The Contractor shall identify various types of listservs that will benefit different audiences, such as discussion, announcement‐only, and open and closed listservs.

iv. An updated list of listservs will be shared with the COTR regularly and listserv procedures will be approved by the COTR.

2. The Contractor shall develop and maintain an updated mailing list that broadly represents child welfare, child abuse and neglect, and adoption professionals and organizations for the purpose of disseminating accurate information.

i. The mailing list will contain current contact information, including mail, email, and phone numbers.

ii. The Contractor shall work with other identified organizations and individuals to collect and share mailing lists and contact information.

iii. The Contractor shall establish a procedure for routinely updating mailing lists, which may contain over 10,000 contacts.

TASK 5: STORAGE, INVENTORY, AND DISTRIBUTION

The Contractor shall provide facilities, equipment, and other office items necessary and sufficient to store materials, maintain inventory, and distribute resources as required.

A. Storage

Information Gateway’s physical inventory of publications has decreased because of the move toward electronic dissemination. However, the Contractor shall have the capacity to store any print publications, including those used for targeted distribution (such as User Manuals) in a secure and centrally located location. This inventory, at a minimum, will include the most frequently requested documents to facilitate response to customer inquiries.

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B. Inventory

The Contractor shall maintain an inventory system for tracking the storage, retrieval, quantity and shipment of products. This system will also maintain accurate information on the restocking needs for the most requested publications, which will be presented to the COTR for review.

C. Distribution

The Contractor shall distribute documents singly and in bulk mailings. The Contractor shall coordinate the shipment of a minimum of 100,000 products every year, or as adjusted by the COTR.

The availability of print stock will affect distribution efforts, which may change based on levels of electronic dissemination.

The Contractor shall be responsible for all associated mailing costs, as well as recovering postage and handling costs from requestors, as appropriate.

D. Courier Service

The Contractor shall provide courier service for mail, packages, and other contract deliverables between the Contractor’s facility and the CB central office in Washington, DC on a daily basis, or as requested by the COTR.

TASK 6: PROGRAM SUPPORT SERVICES

Child Welfare Information Gateway provides a range of supportive, specialized services to the Children’s Bureau central and regional offices, T&TA Network, grantees, and others in the child welfare and related sub‐fields. These services include routine and in‐depth information, briefing, and research and analysis requests and other services that require specific expertise. Information requests include special initiatives and projects, which are a high priority. There are some tasks that require contract staff to provide direct support to Children’s Bureau divisions, either onsite at the CB central or regional offices or remotely from their own homes.

A. Information Support

2. The Contractor shall provide resources, briefs, analyses, reports and related materials related to child welfare topics, upon request, to the CB, T&TA Network, grantees, and related partners.

i. Special requests include those from the CB, HHS, Congress, and the T&TA Network and include reports to Congress, briefs on changes in legislation, State statutes comparisons, and summaries of discretionary grant activities.

ii. Requests may include the development of special information packets, reports, briefings, presentations, and bibliographies.

3. The Contractor shall have the subject expertise and capacity to respond to special requests with little notice, short deadlines, and high priority.

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4. The Contractor shall notify the COTR of special requests that require a substantial amount of staff time and resources.

B. Special Initiatives

1. The Contractor shall provide consultation and support to CB and related internal and external partners in the development and implementation of special projects designed to impact and improve outcomes for the field.

2. The Contractor shall seek opportunities to lead and partner with related organizations around special initiatives and projects in the child welfare field.

i. Inform the COTR of involvement with all special initiatives and projects, which are subject to approval.

ii. Special initiatives include, but are not limited to:

1. National Child Abuse Prevention Month – Each year in April, the Contractor shall work with the CB to develop a public awareness and implementation plan that CB will carry out in partnership with other Federal agencies and national organizations.

2. National Foster Care Month – Each year, in May the Contractor shall work with the CB to support Foster Care Month activities, in coordination with other Federal agencies and national organizations.

3. National Adoption Month – Each year in November, the Contractor shall work with the CB to support Adoption Month activities, in coordination with other Federal agencies and national organizations. Activities include dissemination support for the HHS Adoption Excellence Awards.

4. Children’s Bureau Centennial – Celebrated in April 2012, the Contractor shall provide special, enhanced support for product development, information dissemination, marketing and outreach, and coordination with contractors, internal partners, other Federal agencies and national organizations.

5. Child Welfare Monitoring Reviews – The CB monitors State and Tribal child welfare services through a number of reviews, including CFSR, AFCARS, and SACWIS. The Contractor shall prepare and edit reports and analyses of identified issues and trends, such as those produced in the CFSR Final Reports and Child Welfare Outcomes; and develop review and quality assurance procedures for ensuring accurate reporting.

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C. Direct Support to CB Divisions

1. The Contractor shall provide not more than 10 staff to work either onsite at CB central and regional offices or remotely from their homes.

2. Direct support staff shall be given access to program and shared drive electronic files.

1. Direct support staff who work remotely from their homes will be provided with access to the ACF network in order to complete their work.

3. The Contractor shall provide direct support staff to the CB in the following divisions:

1. Policy Division – Provide support in researching, analyzing, and interpreting child welfare policy issues and implications for policy development and program implementation; develop drafts of policy, regulations, and other written summaries and briefing materials;

provide technical…