Statement of Work IP Emergency Support Services.docx

US Department of Agriculture (USDA)

Statement of Work

Contents

Project Comprehensive Information, Medical & Security Assistance Support Services for International Travelers and Assignees

General Information

1.0 Scope of Work

The U.S. Forest Service seeks support services for all its international travelers on assignment outside the United States. Those to be supported include short-term TDY travelers and a limited number of long-term assignees who are employees, volunteers or invitational travelers or interagency partners carrying out the mission of the U.S. Forest Service on international assignments around the world. In addition to comprehensive medical and security emergency assistance, including medical and political evacuation services to supplement what may be provided by the U.S. Department of State or other US Government agencies, services should include consolidated and up-to-the-minute information resources and alerts available prior to and during a trip to support and promote sound choices leading to the greatest levels of health and safety for Agency travelers and assignees while traveling internationally.

The objective of this acquisition is to obtain superior, comprehensive and integrated information, medical and security services that are provided to all employees, volunteers or invitational travelers, at any time, for any international trip. We seek services that require very little maintenance on behalf of USFS staff, and which are managed such that there are few administrative barriers related to enrollment, verification of eligibility for services, and action initiated and followed through on emergency mitigation, response and resolution.

2.0 Background

The U.S. Forest Service (USFS), through all divisions, sends Temporary Duty (TDY) travelers and assignees on special assignment to all regions of the world. After a lengthy review of what services may or may not be required by or provided to these travelers under Department of State TDY policies, the requirements of USG travelers under Department of State and USDA TDY international travel policies, and after reviewing recent incidents, it has been determined that acquiring outside expertise and comprehensive information, medical and security assistance support services to supplement those services provided by partner agencies is necessary to ensure the Agency is providing the best possible information and on-the-ground support for its personnel and affiliates on assignment outside the United States.

Contractor Requirements

3.0 Technical Requirements / Tasks

The USFS has a need for comprehensive medical and security support, information, and evacuation services for approximately 900 international trips each year made by USFS TDY travelers. Additionally, Forest Service employees who are stationed abroad on long-term assignments and who may or may not be accompanied by dependents would also be covered. It is estimated that it would be no more than 5 individuals stationed abroad per year.

Enrollment - Emergency Contact Cards: Mandatory

· Automatic issuance of information cards and/or other information pamphlets that can be carried by travelers. The cards shall list all relevant emergency contact numbers and procedures in the event of an emergency to facilitate and expedite communication for either the traveler, or someone else providing assistance in the event the traveler is unable to communicate.

· Travelers shall not be excluded from enrollment for any purpose (age, pre-existing health conditions, etc.)

Information Services: Mandatory

· Communication systems and facilitation, as well as information collection and dissemination. Includes compilation and distribution of multiple sources of information relevant to safety, security and health while traveling internationally. Multiple media approaches to exchanging and disseminating information.

· Website and mobile application site that include up-to-the-minute information, updates and alerts on security and medical concerns for travelers that can be accessed by travelers, USFS staff, and family members prior to the departure and during the trip so travelers may make the most well-informed decisions possible and take all appropriate precautions and actions to ensure they safety and health.

· Customized web pages and links that allow for the consolidation of information and increased efficiency. Customized pages and links with information specific to USFS procedures shall be readily available alongside the information provided by the vendor on their services webpage. Email alert notification systems to serve travelers, personnel in International Programs and supervisors of TDY travelers.

· Telephone, mobile application and Web-based Resources at the touch of a button to gain access to further support (contact information for Embassies, USFS Key Personnel, hospitals, health care facilities, emergency numbers, etc.) Forest Service will provide the vendor with the USFS Key Personnel information.

· Command Centers and staff available 24/7 around the globe to manage inquiries and manage responses.

· Annual training for users and administrators on how to maximize use of websites, mobile applications and support personnel at call centers. Annual training will also describe and distinguish services that are automatically covered and available, services that may be activated, and services that require modification to cover additional costs.

Medical Support and Evacuation Services: Mandatory

· Identification of reliable health care providers in foreign countries which meet U.S. standards and advisory services.

· Access to its own (owned or contracted) medical clinics or medical providers that meet the standards for U.S. health care providers and its own fleet of air ambulances for locations where these standards cannot be met by local providers.

· Assistance with transport, intake, admissions and monitoring during a medical emergency.

· Logistical and operational management and support for medical evacuations and repatriation – includes payments to providers in remote locations that the U.S. Government may not be able to make in an expeditious manner. Note: If the vendor provides payments for specific medical costs to providers in remote locations, when requested by the Forest Service, a modification to the contract will be required to be executed to cover those costs.

· Translation and interpretation services, as necessary

· Dispatch of medications and supplies, as necessary (lost/stolen/unavailable meds)

· Escort services as required for the sustained care of a patient during transit.

· Repatriation of mortal remains in the event of a death abroad.

Security Services and Evacuations: Mandatory

· Communication assistance – 24/7 access to a crisis center or incident command center and case manager in the event of a security related concern – disasters (natural, political, etc.)

· Coordination of information and logistics for support and evacuations with all U.S. Government agencies involved.

· Security evacuation assistance

· Case management documentation system to track and report out on all support activities in after action reviews.

· Detailed after-action reports provided to Agency on complex cases. General annual summary of type or general description, complexity, regional, and country location of all activated cases.

Enrollment: Mandatory

· The issuance of coverage must be automated, and the contractor must have a system that is compatible with the Government’s travel system (ETS2) and SalesForce. Trips will be entered by travelers and approved by supervisors in Government’s travel system (ETS2), once approved the trip information should automatically feed into the contractor’s system and enrollment will be complete. For travel booked outside for the Government’s travel system, trip details will be entered into SalesForce and then pushed to the contractor’s system for enrollment to be complete.

Desirable

· Additional travel and accommodation for escorts/family members

Inspection Procedures Performance Criteria – Deliverables/Reporting

· Up-to-date information available 24/7 via specified media (web, mobile applications, telephone)

· Monitoring & Reporting: Traveler Feedback + USFS periodic spot reviews

· Alert Emails sent out related to various health or security concerns.

· Monitoring & Reporting: Traveler Feedback + USFS periodic spot reviews

· Timely issuance of emergency cards to all travelers

· Monitoring & Reporting: Traveler Feedback + USFS periodic spot reviews

· Effective management of crises for all USFS Travelers

· Monitoring & Reporting: Traveler Feedback + Vender/PM After action reports

Option Item 05 The Forest Service is exploring ways to effectively and efficiently communicate with travelers when an incident occurs. Currently the Forest Service utilizes multiple databases and manually communicates with travelers. The Government would like to see what options exist for this communication to be done automatically at the time of the incident. Impacted travelers would be automatically contacted by the vendor to confirm their well-being and then the vendor would send a report to the Forest Service. If the Government chooses to exercise this option, the item will be negotiated based on the type of tools or access available for this feature, and define the specific period of performance as mutually agreed upon between the Government and Contractor.

Option to Increase the Overall Maximum

The Government reserves the right to increase the Overall Maximum under this contract by an amount not to exceed 20% of the current Overall Maximum by written notice to the Contractor within 30 calendar days; provided that the Government gives the Contractor a preliminary written notice of its intent to extend at least 60 days before the contract expires. The preliminary notice does not commit the Government to the increase.

4.0 Government Furnished

Government will provide access to any technology and information necessary to perform the services. This will be provided upon award of the contract.

5.0 Deliverables / Schedule

Place of Performance

Work shall be performed at the Contractor’s location, except when escort/assistance is needed overseas.

Period of Performance The period of performance for this contract will be from 07/22/2025 to 07/21/2030 with the base years and option years as follow:

5.01 Tasks and Associated Deliverables:

Timely submission of deliverables is essential to successful completing this requirement. Schedules for deliverables are specified in Exhibit B. All deliverables shall be prepared and submitted according to format, content, and schedule described in the SOW. Monthly submissions of the invoices in due time is essential for successful completion of this requirement and to ensure timely payments.

5.02 Reporting Requirements:

The contractor is required to provide written status reports of International SOS Portal and Concur Travel System auto feeds functionality and to ensure travelers are getting automatically registered in the SOS portal on a monthly basis for the period 07/22/2025 to 07/21/2030. The status report shall confirm that the auto feeds work and that all travelers are getting automatically registered into the SOS portal. This report shall also identify any problems that arose and a statement explaining how the problem was resolved or should be resolved. This report shall also identify any problems that have arisen but have not been completely resolved and provide an explanation. For any technical issues preventing the auto feed, COR will coordinate between international SOS and Concur Travel system to find timely solutions.

Key Deliverables

6.0 Travel

N/A

7.0 Contractor’s Key Personnel

The contractor shall assign to this contract a program manager serving as key personnel that meets the following requirements:

· Must have at least five years of experience working or providing international SOS medical and evacuation services and have experience working with federal government international travelers.

· Must submit a resume.

8.0 Security Requirements

N/A

9.0 Data Rights

N/A

10.0 Section 508 – Electronic and Information Technology Standards N/A

Attachment Evaluation Factors and significant Subfactors representing the key areas of importance and emphasis to be considered in the source selection decision have been attached.

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