B09_SA_Attachment_1_PWS_WFLMS_UserTraining___Support_Amd_0002_0002.pdf

RFQ 140D0425Q0306 Amendment 0002 Attachment 1: Performance Work Statement (PWS)

PERFORMANCE WORK STATEMENT

WFLMS User Training and Support Services

1 INTRODUCTION

On behalf of the Secretary of the Interior, the Office of Wildland Fire (OWF), U.S. Department of the Interior (DOI) oversees a Wildland Fire Management Program spanning multiple bureaus that manage over 535 million acres of public and Tribal lands, including: the Bureau of Indian Affairs, the Bureau of Land Management, the National Park Service, and the U.S. Fish and Wildlife Service. Within the OWF, the Wildland Fire Information Technology (WFIT) program office is responsible for the Wildland Fire Learning Management System (WFLMS) project. The WFLMS is an enterprise learning management system (LMS) that supports the national inter-agency wildland fire education and training community.

2 BACKGROUND

On August 28, 2024, OWF awarded a contract to Moodle US for the hosting of the WFLMS. The WFLMS is a managed services contract. The Government currently uses an instance of Moodle Workplace Version 4.4 that is hosted and maintained by an external provider. Compared to the previous fractionated approach to wildland fire education and training, the WFLMS reduces inefficiencies, decreases costs, and enhances availability of key training analytics.

3 SCOPE

The scope of this procurement is to develop and deliver user support and training services required to provide users with the knowledge to access and fully utilize the capabilities of the WFLMS.

4 GENERAL REQUIREMENTS

Work is to be performed on an as-needed basis when users require support or training in accessing or using the WFLMS and its capabilities. The user training may be developed and delivered via a variety of methods including, but not limited to: approving new user account requests, one-on-one phone calls, email, response to help request form submissions, webinar tutoring sessions, pre-recorded screen animation videos, job aid documents, group webinar sessions, ZenDesk Help Center Articles or traditional classroom instruction.

The Government anticipates the level of effort to be approximately 90 hours per week. This is not a guarantee of minimum hours per week, but an estimate based on projected requests for user training to be received during this time. The current learning management system is based on the Moodle Workplace Version 4.4 application platform.

The Contractor shall have at least one employee attend team meetings (via phone and web conferencing) once per week, for up to one (1) hour, to review user training requirements, provide input on accomplishing the development or delivery of training, review trends in user support requests, and to report on status of user training efforts.

The Contractor may be asked to record training delivered via webinar or using screen recording software provided by the Government.

Contractor personnel providing support shall have completed all courses within the Moodle Academy Administrator Pathway to include as a minimum “Moodle Admin Basics” and the “Moodle Admin Skills.”

5 DELIVERABLES

5.1 The Contractor shall provide all work products and original files created in order to provide the user training services. This includes, but is not limited to, original MS Word or MS PowerPoint files used to create job aids or webinar training sessions. All work products shall be delivered to the COR as work requests are completed. All work products become the property of the Government.

5.2 The Contractor shall submit a weekly report to the COR that summarizes the support requests and work performed during that week, along with the number of hours/level of effort required. This report will be used for training management and to support contractor’s invoices. The Government will provide an example spreadsheet for report format. The Government shall have 3 business days to review the weekly report and confirm the services rendered met the training support requested.

5.3 The Contractor shall use existing documentation for Moodle Workplace Version 4.4. to provide user training on how to access or use the software application. When appropriate, the Contractor shall create job aids, recorded screencasts, training presentations, or other documents to train users on how to use the WFLMS. Upon approval by the COR, the Contractor shall post training job aids and documents to the WFLMS or ZenDesk Help Center articles, in accordance with Government furnished guidance on where to post the files.

5.4 The contractor shall approve or respond to user account requests within 4 business hours of a user submitting an account request. If additional information is needed from a user before approving an account request, the contractor shall email the user within 4 business hours of the user submitting an account request.

5.5 The contractor shall respond to ZenDesk help requests the same business day if user submits the request prior to 12:00 p.m. Mountain Time. If the request is submitted after 12:00 p.m. Mountain Time, the contractor must respond prior to 12:00 p.m. the next business day.

5.6 The contractor shall provide no later than the second business day of each month graphs showing the usage support statistics for the previous month and year to date statistics in a format provided by the government. The government format will be a series of graphs, each on a separate slide, within a PowerPoint presentation.

5.7 The contractor shall submit an initial draft of ZenDesk Help articles within 5 business days of the government submitting an article request. The government will review the draft within 5 business days.

The contractor shall have 5 days to incorporate government feedback and publish it within ZenDesk so users can access.

6 CONTRACT TYPE

The Government intends to award a Time and Materials based contract for weekly on-call work as identified by user WFLMS training support requests.

7 PLACE OF PERFORMANCE

The work shall be performed at a location provided by the Contractor within the Continental United States (CONUS). The Contractor may choose to attend team meetings in person, but it is not required.

Team meetings are at OWF Boise Office, 1387 S Vinnell Way, Suite 223, Boise, ID 83709.

8 PERIOD OF PERFORMANCE

The period of performance will be approximately two (2) years and six (6) months, to include a base period six months duration, plus two (2) option periods of one year duration each as detailed below:

• Base Period: 05/01/2025 – 10/31/2025

• Option Period One: 11/01/2025 – 10/31/2026

• Option Period Two: 11/01/2026 – 10/31/2027