2_ELD-PWS-v5.docx

PERFORMANCE WORK STATEMENT

Department of Defense Education Activity 4800 Mark Center Drive Alexandria, VA 22350

Grades 6-12 English Language Development (ELD) Instructional Resources

1. General Information and Scope of Work

1.1 Agency

1.1.1 For school year (SY) 2024-25, the Department of Defense Education Activity (DoDEA) will provide PK-12 instruction in 161 schools to over 67,000 dependents of military and civilian employees. Student enrollment is based primarily on deployment of military troops worldwide. In the Americas, DoDEA operates 50 schools located in seven states, Puerto Rico, and Cuba. In Europe and the Middle East, DoDEA operates 64 schools located in Germany, England, Netherlands, Belgium, Spain, Turkey, Bahrain, and Italy. In the Pacific, DoDEA operates 46 schools located in Korea, Japan (mainland and Okinawa), and Guam. DoDEA also operates a fully accredited virtual high school with teaching hubs in the Americas, Europe, and Pacific. DoDEA's curriculum, resources and student achievement scores on standardized assessments compare favorably to those of high-performing US public school systems.

1.1.2 DoDEA schools have many grade configurations. Forty of our 160 brick-and-mortar schools have grades 9-12; 58 of our brick-and-mortar schools have at least one of the grades 6-8; and 100 of our brick-and-mortar schools have at least three of grades PK-5.

Table 1: School Year 2024-25 Projected Enrollment (November 2023) - Rounded to the nearest 25

Total 26,400

1.1.4 DoDEA has adopted College and Career Ready Standards (CCRS) in mathematics, literacy, the arts, social studies, and science, which are rigorous, research-based, and reflect the knowledge, skills and dispositions students need for success in college and/or careers and are aligned with the Common Core State Standards (CCSS), National Core Art Standards (NCAS), Next Generation Science Standards (NGSS), College, Career, and Civic Life (C3) Framework for Social Studies State Standards, and Society for Health and Physical Education Standards (SHAPE AMERICA). DoDEA has also adopted both the International Society for Technology in Education (ISTE) Standards for Students, Collaborative for Academic, Social, and Emotional Learning (CASEL) framework, and for preschool the GOLD(R) Objectives for Development and Learning, Birth through Third Grade.

1.2 Background

1.2.1 DoDEA joined the WIDA Consortium in 2019 and adopted the WIDA English Language Development (ELD) Framework. The WIDA ELD Standards highlight the English language development goals for multilingual learners (English learners) as they expand their linguistic repertoire in listening, speaking, reading, and writing. The standards guide all teachers in their instruction of multilingual learners and to provide a bridge to DoDEA's academic standards. DoDEA’s standards may be found at https://www.dodea.edu/education/student-services/multilingual-learner-program/standards.

1.2.2 DoDEA’s English Language Proficiency assessments are used to assess the English language development of English learners. The initial English Language Proficiency Screener and Annual English Language Proficiency Assessment provide detailed information on student growth in listening, reading, speaking, and writing. For more information, see DoDEA's Comprehensive Assessment System website, which may be found at https://www.dodea.edu/education/assessment.

1.2.3 DoDEA has not awarded a contract for ELD instructional resources in over a decade.

1.3 Scope of Work

DoDEA requires print and/or digital Grade 6-12 English Language Development instructional resources that meet DoDEA standards and address program levels 1 through 5 as shown in the table below. DoDEA also requires related product training and technical support. DoDEA prefers to award one contract but reserves the right to award multiple contracts. Each contract will have a 5-year base period and one a 1-year option period.

Table 2: Student Enrollment Projections SY2024-2025 (rounded to the nearest 50)

Table 3: Classroom Teachers and SMEs*, SY24-25 (rounded to the nearest 5)

Above-School-Level Staff

* SMEs: Subject matter experts.

2 Requirements

ELD Instructional Resources and Related Support: The Contractor shall provide the required instructional resources and related product training and technical support.

Supporting Tasks: The tasks below are to help the Contractor gain a better understanding of the requirements to successfully meet the objective. They are not all inclusive, so the Contractor is expected to develop the total solution to meet all the requirements in accordance with a performance-based approach.

2.1 Task 1, Student Instructional Resources—The Contractor shall:

2.1.1 Provide print and/or digital English Language Development resources that possess the following features for all grade clusters and program levels:

2.1.1.1 Include instructional resources and activities designed to support language development through a functional approach to language development that integrates language and content. These resources shall include such things as blackline masters and lesson plans that teachers can print, if desired. Note: Although DoDEA will consider solutions that include consumable resources like workbooks, our expectation is that there will not be any such consumables.

2.1.1.2 Demonstrate alignment to the DoDEA ELD Standards and the DoDEA College and Career Ready Standards.

2.1.1.3 Support students in developing English across multiple modalities, including Interpretive (Listening, Reading, Viewing) and Expressive (Speaking, Writing, Representing).

2.1.1.4 Support students in developing their English proficiency across all dimensions of language, including the Word/Phrase level, Sentence level and Discourse level.

2.1.1.5 Include high-interest, thematic, and culturally authentic text and media to reflect a diverse, international student population.

2.1.1.6 Promote an asset-based approach to multilingualism and language development, including opportunities to establish connections with languages other than English.

2.1.1.7 Include formative and summative assessment materials and multiple criterion-referenced assessment components that measure how students are making progress in achieving DoDEA ELD Standards across all domains (Listening, Speaking, Reading & Writing).

2.1.1.8 Include developmentally appropriate resources to support phonemic awareness and phonics appropriate to the grade and level being addressed.

2.1.1.9 Establish home/school connections that communicate to parents/sponsors such things as current learning units, student progress, and suggestions to support and continue at home the learning in the classroom. Note: The expectation is that these “connections” would be established digitally.

2.1.2 Provide resources for grades 6-12 that include the following components:

2.1.2.1 Level 1 and 2: ELD curriculum that is sequenced to support students at Entering and Emerging levels of language proficiency and paced with sufficient lessons and instructional resources for up to two full school years.

2.1.2.2 Level 3: ELD curriculum that is sequenced to support students at a Developing (Intermediate) level of language proficiency and paced with sufficient lessons and instructional resources for a full school year.

2.1.2.3 Level 4 and 5: Supplemental instructional texts, resources and/or strategies that can be used as an overlay for existing grade-level curriculum across multiple subject areas in order to support content-embedded language learning.

2.2 Task 2, Teacher Resources—The Contractor shall:

2.2.1 Provide a standards alignment document that aligns instructional resources to DoDEA’s ELD Standards and College and Career Ready Standards

2.2.2 Provide sample teacher lesson plans with developmentally appropriate language development practices for all learners.

2.2.3 Provide a teacher toolkit of resources to support effective curriculum implementation.

2.2.4 Embed adaptive technology within the digital products to allow teachers to generate individualized pathways for student language development, including a read-aloud option for students and/or an option for recorded speaking practice.

2.3 Task 3, Product Training—The Contractor shall:

2.3.1 Provide asynchronous webinars and/or digital modules that provide an overview of the instructional resources, assessments, and navigation of the website, including a FAQ document with essential functions and features. Note: The expectation is that the product training will be provided in the first year of the contract and be available to DoDEA throughout the life of the contract.

2.3.2 Provide a minimum of six product training hours, in the form of asynchronous webinars and/or digital modules:

1) Offer specific product training topics that will be finalized by DoDEA in consultation with the Contractor, post-award.

2) Offer product training may be delivered in an asynchronous (“self-paced, online modules”) format.

3) If the product training includes digital modules, they shall be Sharable Content Object Reference Model® (SCORM®)-compliant. For additional SCORM®information, see PWS 3.10.

4) Draft digital modules shall be finalized after written feedback and approval from the Contracting Officer’s Representative (COR).

5) Final digital modules shall be posted on DoDEA’s internal program training webpages and learning management system (LMS) for the life of the contract.

6) Professional learning shall be compliant with Section 508, per PWS 3.8.

2.3.3 Provide a demo account with view-only permissions that can be used by Education Technologists and other instructional coaches for training purposes.

2.4 General Requirements—The Contractor shall:

2.4.1 Technical Support: Provide industry-standard technical support for its digital resources for the life of the contract via telephone or email within one business day from the initial contact to include but not limited to assisting with service problems, product setup, upgrades, and troubleshooting.

2.4.2 Technical Requirements for Digital Resources—The Contractor shall:

2.4.2.1 Provide digital resources designed to run in DoDEA’s learning management system (LMS, Schoology), which operates within our virtual learning environment (VLE).

2.4.2.2 Deliver digital instructional resources in one of the following formats:

1) Integrated via DoDEA’s LMS to the digital resources hosted by the Contractor.

2) Hosted externally by the Contractor but accessible via DoDEA’s LMS to the digital assignments and assessments imported, hosted, and maintained in the LMS.

2.4.2.3 Ensure the course content meets the following specifications:

1) Conforms to IMS Learning Global Consortium (IMS) content packaging specifications.

2) Uses imported content, if required, conforming to IMS content packaging specifications.

3) Uses code that does not disable LMS features when digital resources are accessed.

4) Requires single—not multiple—authentications to access content via DoDEA’s LMS.

5) Incorporates, where applicable, assessments that are IMS Test and Question Interoperability (QTI)-conformant.

6) Uses content-hosted externally that conforms to any of the existing versions of IMS Learning Tools Interoperability (LTI), per www.imsglobal.org.

2.4.2.4 Provide teacher and student access to the Contractor’s digital resources through a single sign-on platform that uses one username and password to access what is needed, specifically, via DoDEA’s identity, rostering, and management platform (currently, ClassLink).

2.4.3 Third-Party Programs, Software, and Applications: Ensure its own and its subcontractors’ (third-party) programs, software, and applications meet—at a minimum—the same technical requirements as the Contractor must meet, such as single sign on (SSO) and Federal Risk and Authorization Management Program (FedRAMP) Level 2, etc. For more information, see Technical Exhibit #1, 1.1.7.

2.4.4 Delivery of Print and Digital Resources—The Contractor shall:

2.4.4.1 Deliver digital materials with instructions detailing how the resources can be accessed by teachers, students, and above-school-level educators.

2.4.4.2 Ship all print/physical materials to the Americas by commercial carrier or USPS and to Europe and the Pacific only by commercial carrier. Delivery orders use door-to-door addresses. Provide, upon shipment of materials, a digital shipment notification that includes the following:

· Contract number and delivery order number.

· Contract line item number (CLIN) indicating materials and quantities being shipped.

· Destination and date of shipment.

· Shipping carrier name and the tracking number of each shipment.

· Estimated date of arrival of shipment and, if applicable, shipping slip.

2.4.5 Meetings: Attend virtual meetings at no additional cost to the Government and provide the medium through which each meeting occurs, record each meeting’s minutes. Submit the draft minutes to the COR within two business days of the event and finalize the minutes two business days after receipt of written feedback from the COR. Note: Costs associated with attending any face-to-face meetings shall be handled/paid for as stated in the contract.

2.4.5.1 Post-Award Conference: Participate in a video- or teleconference with the COR five business days after award IAW FAR Subpart 42.5.

2.4.5.2 IT Meeting: Convene a video- or teleconference with DoDEA Information Technology staff ten business days after award, per Technical Exhibit #1.

2.4.5.3 Other Post-Award Meetings: Meet with the Contracting Officer (KO), COR, and/or other Agency personnel, as appropriate, to review Contractor performance, as required by DoDEA. The KO may discuss the Agency’s view of Contractor performance, and the Contractor shall apprise the Agency of any problems being experienced. The Contractor shall take appropriate action to resolve any outstanding issues the Agency raises.

2.5 Performance Standards and Acceptable Quality Levels

2.5.1 Performance Standard: Tasks shall be completed by the required completion date.

2.5.2 Acceptable Quality Level: See PWS 7, Performance Requirement Summary (PRS).

3 Constraints

3.1 Place of Performance: Work shall be performed at the Contractor’s facilities.

3.2 Privacy—The Contractor shall:

3.2.1 User Accounts: Require, wherever applicable, that individual accounts possess unique usernames and passwords that do not require personally identifiable information (PII) to access online content, i.e., first & last name and any other unique personal information.

3.2.2 Contractor Personnel:

· Ensure personnel assigned to this contract take proper precautions to protect information from disclosure. Collect and/or store all agency-owned or agency-controlled PII in accordance with the relevant requirements of the Privacy Act, 5 U.S.C, which may be found at the following URL: http://www.archives.gov/about/laws/privacy-act-1974.html.

· All Contractor personnel that have access or may potentially have access to DoDEA data in any form shall be US citizens, including any third-party penetration (PEN)/security testers.

3.2.3 Privacy Training: Ensure Contractor staff who have access to DoDEA’s student, teacher and/or staff personally identifiable information successfully complete the DoD Privacy Act/Personally Identifiable Information (PA/PII) training before gaining access to the data and yearly thereafter. Provide copies of the certificates of completion to the COR which can be audited at any time by the Chief Information Security Officer (CISO) or his/her designee.

3.2.4 Privacy Verification: Provide the COR written verification of compliance to the Privacy requirements (listed above) 120 calendar days prior to the expiration of each year’s contract option period or annually, as required. Note: After reviewing the Contractor’s verification, DoDEA reserves the right to ask for further verification data in order for DoDEA to comply with DoD’s evolving privacy mandates.

3.3 Liaison and Alternate Liaison—The Contractor shall:

3.3.1 Provide a liaison and alternate liaison to be responsible for the performance of work. Their names shall be designated in writing to the Contracting Officer. They shall have full authority to act for the Contractor on all contract matters relating to the daily operation of this contract. Each shall have at least one year of experience working in a similar role.

3.3.2 Notify the COR in writing regarding any change in either the liaison’s role ten business days in advance of the change If the liaison or liaison alternate is changed post-award, the replacement shall meet or exceed the qualifications and experience of the person assigned upon contract award.

3.3.3 Changes: Personnel provided as replacements to key functions after contract award shall meet or exceed the qualifications and experience of those provided upon award of the contract. Notify the COR in writing regarding all personnel changes ten business days in advance of the change.

3.4 Holidays and Hours of Operation

3.4.1 The liaison or alternate liaison shall be available during the hours of 9AM to 3PM Eastern Standard Time (EST), except for Federal holidays and Federal government closures/shutdowns. The following list shows recognized Federal holidays: New Year’s Day, Martin Luther King Jr.’s Birthday, Presidents Day, Memorial Day, Juneteenth National Independence Day, Independence Day, Labor Day, Columbus Day, Veterans Day, Thanksgiving Day, and Christmas Day.

3.4.2 Although there are different time zones within Europe and the Pacific and different hours for specific schools throughout DoDEA, the normal business hours for the regions roughly correspond to the following: Americas, 0700-1500 EST; Europe, 1300-2100 EST; and Pacific, 1900-0300 EST. there are different time zones within Europe and the Pacific and different hours for specific schools throughout DoDEA, the normal business hours for the regions roughly correspond to the following: Americas, 0700-1500 EST; Europe, 0200-1000 EST; and Pacific, 2000-0400 EST.

3.5 Availability: The Contractor shall make all resources available for the life of the contract.

3.6 Copyright Dates:

3.6.1 The Contractor shall provide the most recent copyright dated materials, but not earlier than 2022. The copyright preference applies only to student and teacher materials (e.g., the student textbook, teacher’s editions, etc.). The copyright preference does not apply to material included as part of the Contractor’s collection (that is, articles, leveled readers, big books, assessments, pictures, problems included in a textbook or supplemental to the teacher or student text) but which was created by others prior to 2022.

3.6.2 The Contractor shall keep content/courseware current and updated regularly throughout the period of performance, as demonstrated by maintenance of an updated content copyright not to exceed one school year from its current date. For example, an eBook published in January 2023 would be acceptable for the 2022-23 school year and also the 2023-24 school year. It would not, however, be considered current for the 2024-25 school year.

3.7 Anti-Bias, Diversity, and Inclusion—The Contractor shall provide resources free of age, racial, color, national origin, disabling conditions, sexual, gender, religious, and ethnic bias and present balanced coverage of multi-cultural contributions and representation, where appropriate.

3.8 Section 508 Compliance—The Contractor shall:

3.8.1 Background: Section 508 of the Rehabilitation Act, as amended by the Workforce Investment Act of 1998 (P.L. 105-220) requires Federal agencies that develop, procure, maintain, or use information and communication technology (ICT) to endure they are accessible to people with disabilities. Federal employees and members of the public who have disabilities must have access to and use of information/data that is comparable to people without disabilities.

3.8.2 Requirement: Ensure that products, platforms, and services delivered as part of this work statement that are ICT or contain ICT conform to the Revised 508 Standards, 36 C.F.R. § 1194.1 & Apps. A, C & D which are located at the following URL: https://www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-ict-refresh/final-rule/text-of-the-standards-and-guidelines.

3.8.3 ARS: See the attached ICT Accessibility Requirements Statement (ARS). All functional performance criteria apply when using an alternative design or technology that achieves substantially equivalent or greater accessibility and usability by individuals with disabilities, than would be provided by conformance to one or more of the requirements in Chapters 4-6 of the Revised 508 Standards or when Chapters 4-6 do not address one or more functions of ICT. Note the guidance in the table below:

3.9 Optical Character Resolution (OCR): The Contractor shall provide, upon request, two digital OCR copies of print materials in one or more of the following five formats: Digital Accessible Information System/National Instructional Materials; Accessibility Standard (NIMAS) with cascading style sheet; HyperText Markup Language (HTML); Portable Document Format (PDF, unlocked, embedded fonts, single page); and Rich Text Format (RTF)/Word document.

3.10 Sharable Content Object Reference Model® (SCORM®) Compliance: Provide digital modules, if included among the proposed/required resources, that are SCORM®-compliant. Note: The Department of Defense Instruction (DoDI) 1322.26 mandates that modules comply with the latest possible version of SCORM®, per https://www.esd.whs.mil/Portals/54/Documents/DD/issuances/dodi/132226_dodi_2017.pdf?ver=2017-10-05-073235-400.

3.11 Data & Data Rights: All data developed from any work awarded under this contract is and shall remain the property of the Government. The Contractor shall ensure that digital rights to all visual materials embedded in the resources will be given so that DoDEA for DoDEA’s internal use only may use resources without incurring copyright costs or infringing on copyright laws. All data developed from any work awarded under this contract is and shall remain the property of the Government.

3.12 Organizational Conflict of Interest (OCI): The Contractor (including any subcontractor) personnel performing work under this contract may receive, have access to, or participate in the development of, proprietary or Privacy Act information (e.g., personal information, education, etc.) may create a current or subsequent OCI as defined in FAR Subpart 9.5. Whenever the Contractor becomes aware that such access or participation may result in actual or potential OCI, the Contractor shall (1) immediately notify the Contracting Officer (KO) in writing and (2) promptly submit a plan to the KO to avoid or mitigate any such OCI. Note: The KO will unilaterally determine if the Contractor’s plan is acceptable. If the KO determines the plan cannot satisfactorily avoid or mitigate an OCI, s/he may implement other remedies to include prohibiting the Contractor’s further participation in contracted requirements.

4 Government-Furnished Information / Resources None

5 Contract Deliverables

Print/Physical: Delivered after receipt of a delivery order to US sites in 30 business days and to overseas sites in 45 business days.

6 Acronyms and Definitions

Contract Line Item Number (CLIN): Basic structural element in a procurement instrument describing and organizing the required product or service for pricing, delivery, inspection, acceptance, invoicing, and payment. The use of the term “line item” includes “subcontract line number”, (SLIN), as applicable.

Contracting Officer (KO) : Only individual with expressed authority to obligate (bind) the Government by means of entering, administering, and terminating contracts within the limits of the authority delegated via a KO’s warrant.

Contracting Officer’s Representative (COR): Qualified and trained Government employee, nominated by the requiring activity (RA) and appointed in writing by a KO primarily to perform specific technical or administrative functions on a specific contract(s); serves as the ‘eyes and ears’ of a KO to assure the Government’s best interests are protected via the terms and conditions of the contract(s) appointed. COR’s do not have authority to obligate (i.e., bind) the Government.

Contractor: Supplier or vendor contracted to provide specific supplies or services to the Government. The term herein refers to the prime.

Deliverable: Usually physically delivered items but may include such items as digital documents/reports.

Performance Requirements Summary (PRS): Tabular listing of performance objectives and standards that provides the basis for a meaningful QASP.

Performance Work Statement (PWS): Statement of work for performance-based acquisitions describing the required results in clear, specific, and objective terms with measurable outcomes.

7 Performance Requirement Summary

Print/Physical: No more than 5% of shipments of resources shall be delivered late or need to be returned because of damage during shipment.

COR inspection and stakeholder feedback

COR inspection and stakeholder feedback

Technical Support

PWS 2.5.1

Privacy Training

PWS 3.2.3

Privacy Verification

PWS 3.2.4

Technical Exhibit #1 - TECHNICAL REQUIREMENTS

The Contractor shall comply with the applicable technical requirements detailed below.

· Per DoD policy for cloud-based services, DoDEA conducts a supplemental series of validations, which closely mirror the FedRAMP Internet Cloud vetting processes. Contractor participation/ cooperation is normally required to complete this process.

· On a case-by-case basis, DoDEA may waive the FedRAMP Level 2 requirement.

1.4 DoDEA Software License Keys: The Contractor shall provide (1) license keys and electronic downloads for software required under this Contract to the COR and (2) software directly to DoDEA schools, districts, or regions only if explicitly required to do so in the contract or in writing by the COR.

· DoD Directive (DoDD) 8500.01E, Information Assurance, be found at the following URL: https://www.esd.whs.mil/Portals/54/Documents/DD/issuances/dodi/850001_2014.pdf.

· DoD Security Technical Implementation Guidance (STIG), which may be found at the following URL: https://public.cyber.mil/stigs/downloads/.

· DoD Risk Management Framework (DODRMF) per DoD Instruction 8510.01, which may be found at https://www.esd.whs.mil/Portals/54/Documents/DD/issuances/dodi/851001p.pdf?ver=2019-02-26-101520-3004.5.2.

1) Maintaining system security IAW the latest versions of the (1) DoD Cloud Computing Security Requirements Guide, (2) Family Educational Rights and Privacy Act (FERPA), and (3) Protection of Pupil Rights Amendment (PPRA).

2) Providing a solution robust enough to serve the needs of a large community of learners dispersed across the world using a variety of bandwidths and scalable to meet future growth, both in terms of instruction and the number of users. In addition, provided solutions shall be applicable to the digital learning environment of the DoDEA Virtual School.

3) Ensuring Contractor staff who have access to DoDEA’s student, teacher and/or staff personally identifiable information take the DoD Privacy Act/Personally Identifiable Information (PA and PPI/PII) training before gaining access to the data and yearly thereafter. Provide copies of the certificates to the COR which can be audited at any time by the CISO or his/her designee.

1.6.2. Support industry-standard data rostering standards via ClassLink and standard data formats such as OneRoster.

1.6.3. Ensure that data storage, handling, and security meet the following minimum standards:

1) DoDEA’s information and data shall be secured in data center located in the United States.

2) The system, including its server(s) and network devices, shall be in an environmentally controlled and secure facility under controlled circumstances (e.g., using authorized personnel access lists, ID cards, entry logs, etc.).

3) All Contractor personnel that have access or may potentially have access to DoDEA data in any form shall be US citizens, including any third-party penetration (PEN)/security testers.

4) All data transit shall be secured with Transport Layer Security (TLS) encryption.

5) All data at rest shall be secured with Advanced Encryption Standard (AES)-256 encryption.

1.6.4 Ensure that data integration includes the following:

1) Automated industry standard form of data integration using Representational State Transfer Application Program Interface (RESTful API), Learning Tools Interoperability (LTI), or Secure File Transfer Protocol (SFTP) data sets (ClassLink, OneRoster, etc.).

2) Encryption of DoDEA’s data at rest to include unique encryption keys for each customer on systems hosting multiple customers.

3) Notification of DoDEA in writing within 72 hours of any changes made to corporate policies for data protection.

4) Use of only masked student data in a non-production environment.

5) Integration scheduling that meets DoDEA’s required timeframes.

6) Provision of fully automated data uploads per Agency schedule(s) and Agency requirements.

7) Support of SFTP capabilities using a single set of login credentials.

8) Provision of a single data set of DoDEA information. Note: The Contractor’s solution shall support DoDEA at all levels: school, community, district, region, and HQ.

9) Maintenance of a backup and restore plan for DoDEA data in the event of a disaster.

10) Provision of detailed feedback of what caused errors if an integration transmission results in errors.

1.6.5 System Features—The system shall:

1) Allow user accounts to be created automatically based on a file provided by DoDEA either nightly or on another pre-determined scheduled feed.

2) Allow DoDEA to be able to choose the format of user login identification, e.g., an email address, and be able to create manual accounts, if needed.

3) Require the user—for manually created accounts—to reset the password on the user’s initial login or, upon request, a password reset.