20230104_Operations_PWS_GSA Review 3-051823.docx

General Services Administration (GSA) Federal Acquisition Service (FAS) Assisted Acquisition Services (AAS) Region 9

PERFORMANCE WORK STATEMENT (PWS)

Operations Support

In Support of:

Defense Human Resources Activity (DHRA) Office of People Analytics (OPA)

GSA R9 FAS AAS Acquisition ID: 47QFPA23K0020

Version dated 09 March 2023 Performance Work Statement (PWS) Operational Support for Office of People Analytics

1.0 INTRODUCTION

The Defense Personnel Analytics Center (DPAC) requires operational support for the Health & Resilience and Retention & Readiness Centers’ (H&R and R&R) surveys to assess attitudes and opinions on a wide range of personnel issues across the entire Department of Defense (DoD) community, i.e., active duty members, Reserve Component members, civilian employees, veterans, family members, and retirees. These surveys involve assembly/distribution activities as well as receiving/processing survey returns.

1.1 The purpose of this effort is to collect and tabulate data, to create documented databases that are ready for analysis, to analyze and evaluate data collection methods for recommendations on best practices and improvements for DPAC H&R and R&R surveys, and to provide e-mail communications with the DoD community on topics related to DPAC H&R and R&R surveys.

2.0 BACKGROUND

2.1 DPAC H&R and R&R staff designs and implements plans for survey methodologies, samples, instruments, datasets, and result tabulations, briefings, analyses, and reporting. DPAC H&R and R&R rely heavily on the DPAC Survey Reporting Tool (SRT) that is used for questionnaire design, for the specification of data coding and cleaning in the production of Statistical Analysis System (SAS) datasets, for specification of variables and their treatment for automation used in analysis, and for producing tabulation volumes and briefing charts. Upon initial entry of survey questions in the SRT there is never again a need to retype (risking errors) for creation of the survey on the Web, for creating datasets with labels and formatted values, and for including the wording of the items in the automated production of tabulation volumes and briefing charts. DPAC H&R and R&R currently use SAS in database creation, but may also use SUDAAN, M-Plus and/or STATA and/or other software packages to handle the correct estimation of variances. Contractor should have personnel proficient in the ‘R’ language.

2.2 Surveys vary greatly in topic, size, operational complexity, and timing. Surveys are generally mailed to samples ranging from 5,000 to 1,000,000. Completed surveys (typically 12%-24% of the sample, but as high as 80%) are processed into documented datasets. A tentative schedule of DPAC H&R and R&R surveys is provided as Technical Exhibit 1 within this PWS. Persons sampled for surveys are typically contacted multiple times and surveys are administered primarily on the web with some paper surveys. Some DPAC H&R and R&R surveys may require Computer Assisted Telephone Interviewing (CATI) either as the primary data collection method or as an ancillary methodology for multi-method surveys including screening and studies of response and nonresponse. Broadly speaking, there are four primary types of surveys administered under DPAC H&R and R&R. Standard features of the four types are presented at Technical Exhibit 2 within this PWS.

2.2.1 Status of Forces Surveys (SOFS) are administered by web administration to cross-sectional samples of active duty members, Reserve Component members, and DoD civilian employees.

2.2.2 QuickCompass Surveys are also web administered but have more limited administration time and sample contacts and/or are special, single topic surveys.

2.2.3 Health and Resilience Surveys are in-depth studies of sensitive topics (e.g., sexual harassment) and/or are comprised of populations who have limited Internet access (e.g., spouses of active duty and reserve component members) or sensitive populations such as survivors of sexual assault. Administration of Health and Resilience surveys are primarily on the web but paper is used for some surveys.

2.2.4 The Defense Organizational Climate Survey (DEOCS) and Defense Organizational Climate Pulse are web administered unit-level climate surveys. These continuously fielded surveys collect information on unit climate from over 1 million people annually, including military members serving on active duty or in the Reserve/National Guard, Service Academy students, and DoD civilians. Within a week, results of the survey are reported directly to each commander and their supervisor, providing leaders with real-time unit-specific survey data.

3.0 SCOPE

The contractor shall provide all personnel, management, equipment, and materials necessary to perform DPAC’s H&R and R&R survey services described herein. Contract support for the H&R and R&R program can be broken down into the following 7 key areas:

1. Program Management Support

2. Survey Operations Support

3. Project Plan Development/Maintenance

4. Implement Computerized Survey Control System

5. Develop and Test Web Surveys

6. Assemble/Maintain/Store Materials

7. Maintain Standard Administrative Specifications.

3.1 PLACE OF PERFORMANCE

Place of performance shall be at contractor site or remote.

3.2 GOVERNMENT HOLIDAYS

The following Government holidays are normally observed by Government personnel:

· New Year’s Day

· Martin Luther King’s Birthday

· Presidential Inauguration Day (metropolitan DC area only)

· President’s Day

· Memorial Day

· Juneteenth

· Independence Day

· Labor Day

· Columbus Day

· Veteran’s Day

· Thanksgiving Day

· Christmas Day

Note: Any day designated by Federal Statute, Executive Order, and/or Presidential Proclamation, or any other kind of administrative leave such as acts of God (i.e. hurricanes, snow storms, tornadoes, etc.), Presidential funerals or any other unexpected Government closures.

3.3 PERIOD OF PERFORMANCE

The period of performance for this effort is the date of award, as stated in the solicitation/contract, for a period of sixty (60) months thereafter, hereto referred to as the Ordering Period.

3.4 PAYMENT FOR AUTHORIZED WORK

No payments will be made for any unauthorized supplies and/or services or for any unauthorized changes to the work specified herein. This includes any services performed by the Contractor of their own volition or at the request of an individual other than a duly appointed Contracting Officer. Only a duly appointed Contracting Officer is authorized to change the specifications, terms, and conditions under this effort.

4.0 REQUIREMENTS

4.1 PROGRAM MANAGEMENT SUPPORT

4.1.1 PREPARE AN ID/IQ PROJECT MANAGEMENT PLAN (PMP)

The Contractor shall document all support requirements in a PMP. The PMP shall:

1. Describe the proposed management report

2. Contain detailed Standard Operating Procedures (SOPs) for all tasks/projects

3. Include milestones, tasks, subtasks, and projects required by this Contractor

4. Provide for an overall Work Breakdown Structure (WBS) and associated responsibilities and partnerships between Government organizations

4.1.1.1 Draft PMP

The Contractor shall provide the Government with a draft PMP at the time of proposal, upon which the Government will accept the PMP by virtue of contract award and provide comments at the kick-off meeting.

4.1.1.2 Final PMP

The Final PMP shall incorporate the Government’s comments within the timeframe specified in Section 5.0, Deliverables. The PMP is a living document that describes the plan for providing complete program management support that will fully integrate, manage, control, and document all phases of the contract requirements and should be updated annually at a minimum. The Contractor shall work from the latest Government accepted version of the PMP throughout the life of the contract.

4.1.2 TASK ORDER TASK MANAGEMENT PLAN

Prepare and submit a project plan for each task order with milestones and timelines for deliverables for government approval. Revise the plan as necessary and report any issues to the Contracting Officer’s Representative (COR) in a timely manner.

4.1.3 APPOINT A PROJECT MANAGER

The Project Manager (PM) shall be the Contractor's primary point of contact for the government on all areas of performance under this requirement. The PM will be responsible for providing project management capabilities, including scheduling and attending meetings (e.g., Inter-Service Survey Coordinating Committee-ISSCC), developing agendas, documenting meeting minutes, and coordinating survey review packages.

4.1.4 PARTICIPATE IN A POST-AWARD CONFERENCE

This meeting provides an introduction between the Contractor personnel and Government personnel who will be involved with the contract and will aid both parties in achieving a clear and mutual understanding of all requirements and identify and resolve any potential issues. However, this meeting is not a substitute for the contractor fully understanding the work requirements at the time offers are submitted, nor is it to be used to alter the final agreement arrived at in any negotiations leading to contract award. The Contractor shall be prepared to discuss any items requiring clarification and gather information as necessary to support each deliverable and shall submit a written summary of the Post-Award Conference to the COR.

4.1.5 MONTHLY PROGRESS MEETING

Monthly Progress Meetings shall be held with the COR and should address the extent to which any problems or circumstances will cause conflicts with program schedules. This meeting should discuss the Monthly Status Reports (MSRs).

4.1.6 MONTHLY STATUS REPORTS

The Contractor PM shall develop and provide an MSR using Microsoft (MS) Office Suite applications, by the 10th of each month via electronic mail to the GSA PM, Contracting Officer’s Representative (COR) and the CO.

The MSR shall include the following at a minimum:

1. Activities and accomplishments during reporting period, by task order/project (include: on-going activities, new activities, activities completed; progress to date on all above mentioned activities). Start each section with a brief description of the task

2. Problems and corrective actions taken. Also include issues or concerns and proposed resolutions to address them

3. Utilization of personnel

4. Personnel gains, losses, and status (security clearance, etc)

5. Government actions required

6. Schedule (show major tasks, milestones, and deliverables; planned and actual start and completion dates for each)

7. Summary of trips taken, conferences attended, etc. (attach trip reports to the MSR for the relevant reporting period.

8. Financial review/expenses, including accumulated invoiced cost for each CLIN up to the previous months and projected cost of each CLIN for the current month

9. Activities anticipated during the next reporting period

4.1.7 PREPARE A STAFFING PLAN

Prepare a staffing plan that describes the approach for meeting personnel requirements in this PWS and provides corporate resources necessary to ensure and maintain service quality levels, staffing levels, training, and risk management. Initial staffing plan is due with proposal and final project management and staffing plan is due after receipt of contract award within 10 workdays of Government comments.

The Staffing plan must provide at a minimum:

1. A detailed discussion of the methods and approach that will be taken to acquire and/or retain a skilled staff that will meet or exceed the contract requirements.

2. A discussion of the offeror’s approach to effectively communicate and coordinate with the Government.

4.1.8 QUALITY CONTROL PLAN

The contractor shall implement and maintain a Quality Control Plan (QCP) to ensure work performed conforms to the scope of work and meets the requirements under this PWS. The QCP shall, at a minimum, provide a method for performing inspections; identifying, correcting, and preventing problems and defective services; addressing customer complaints; and improving the quality of services over the life of the contract. The Quality Control Plan shall be submitted with the proposal submission and will be evaluated. Updates shall be submitted, as necessary, during the life of the contract.

4.1.9 CONVENE SENIOR MANAGEMENT REVIEW (SMR) MEETINGS

The Contractor PM shall convene a quarterly Senior Management Review (SMR) and contract activity meeting with the COR, and other vital Government stakeholders. The purpose of this meeting is to ensure all stakeholders are informed of the monthly activities and MSR, provide opportunities to identify other activities and establish priorities, and coordinate resolution of identified problems or opportunities. The Contractor PM shall provide minutes of these meetings, including attendance, issues discussed, decisions made, and action items assigned, to the COR within 5 business days following each meeting.

4.1.10 TRANSITION OF CONTRACTED SERVICES

The contractor shall provide a plan for transition in and out services to ensure minimum disruption to vital Government business. This plan shall address how the Contractor will work with the incumbent and Government personnel to ensure that there will be no service degradation during and after the transition-in changeover (initial thirty (30) day period after date of contract award) and during the transition-out changeover (ninety (90) day period prior to date of contract expiration). During transition-out (1) demonstrate DPAC software tools or similar contractor-provided tools and provide instruction on maintenance, operation, and training for the Survey Reporting Tool (SRT), Sampling Tool, and Statistical Analysis Macros (SAM) or similar contractor provided tools.

The Contractor must begin the process of transitioning personnel in coordination with the Contracting Officer’s Representative (COR) and user organizations immediately following completion of all security requirements. The Contractor shall be required to adhere to DPAC Analytics Contractor in/out processing requirements. Full Contractor performance begins upon completion of all transition activities with incumbent for up to one hundred eighty (180) days of contract award, or sooner as directed by the Government. Task Orders may specify a more specific transition period. The Contractor must complete the transition of its workforce within one hundred eighty (180) days of contract award.

4.1.10.1 – TRANSITION PLAN

The Contractor must provide a detailed transition plan with associated timelines for tasks that addresses both phase-in and phase-out for the contract. This plan must be submitted with the Contractor’s proposal and should be updated as required.

4.1.10.2 - PHASE IN ACTIVITIES

The Contractor must include in its transition plan and perform, at a minimum, the following activities during the phase-in period (30-days after contract award):

1. Submit requests for physical and network access at performance locations

2. The Contractor must provide DPAC Analytics with information on all transition tasks

3. Establish procedures with the predecessor to ensure transition of provided services without any degradation of service

4. The Contractor shall identify how it will coordinate with the incoming contractor and/or

Government personnel to transfer knowledge regarding the following:

A. Project management processes B. Points of contact C. Location of technical and project management documentation D. Status of ongoing technical initiatives E. Appropriate contractor-to-contractor coordination to ensure a seamless transition.

F. Schedules and milestones G. Actions required of the government H. The Contractor shall also establish and maintain effective communication with the incoming contractor/Government personnel for the period of the transition via weekly status meetings.

4.1.10.3 – PHASE OUT ACTIVITIES

The Contractor must include in its transition plan and perform, at a minimum, the following activities during the phase-out period (90-days prior to contract POP end):

1. Ensure all services and performance objectives required by the PWS and contract are met throughout the phase-out period.

2. The Contractor must provide DPAC Analytics with information on all transition tasks

3. The Contractor must establish procedures with the successor to ensure transition of provided services without a degradation of service.

4. The Contractor must provide copies of all instructions, records, databases, contract performance metric data, vendor points of contact, and all other procedures developed by the Contractor or in the performance of this contract successor.

4.2 Survey Operations Support: Provide operational support utilizing established scientific methodologies to conduct a variety of surveys, which are consistent with previous administration required for trend analysis. (See https://www.opa.mil for examples of survey reports.)

4.2.1 Obtain and assemble DPAC-approved survey materials (e.g., survey communications letters, email, text messages, and paper surveys) and distribute them using the government provided sample files and contact instructions.

4.2.2 Follow DPAC coding scheme to ensure valid data are clearly labeled and specified, and comparable to other DPAC surveys. (See http://www.dtic.mil/docs/citations/ADA514130 for example.)

4.2.3 Prepare datasets in government approved formats as column-delimited (ASCII) files, Statistical Analysis Software (SAS) files, or other formats as directed by the government, with all variable and value labels and document survey administration and datasets with text, tabulations, and codebooks.

4.2.4 Develop all programs used in processing the data (e.g., collecting data on websites, scanning Intelligent Character Read (ICR) paper surveys, assembling data files from all surveys, and creating SAS datasets and format catalogs).

4.2.5 Ability to use digital signatures when requested on mass emails using the government furnished appliance (suite of hardware and software) within the DoD firewall.

4.2.6 Manage email notifications directly on the DHRADPAC Campaign Management Tool. Provide a plan that will optimize response rates for government approval while balancing the timing of emails to avoid overloading servers.

4.2.7 Securely send and receive files electronically (e.g., via web, encrypted email, File Transfer Protocol Secure (FTPS)) that are compatible with DPAC capabilities and all Federal and DoD security requirements.

4.2.8 Employ advances in communication technology to improve survey outreach, such as sending communications to survey sample members via text message (i.e., bulk SMS messaging) and employing QR codes.

4.2.9 Apply all applicable professional, Offices of the Secretary of Defense and USD (P&R), and DPAC H&R and R&R standards (http://www.apastyle.org/) to technical documentation produced for evaluations, studies, and analyses, as well as memos, information papers, and briefings related to DoD personnel policies and programs.

4.3 Project Plan Development/Maintenance: Implement and maintain individual project plans for each survey that provides a comprehensive plan for controlling and monitoring progress in accomplishing the tasks for the specific survey. A detailed draft of the project plan shall be presented at the initial planning meeting for each survey. Project plans shall:

4.3.1 Address all specifics of survey distribution and processing which includes all instruction sheets and auxiliary forms used by the contractor to manage the project.

4.3.2 Include explicit discussion of internal quality control measures and instructions the contractor shall use for assembling packages and handling all administration details (e.g., postal letters, telephone calls, e-mails, faxes).

4.3.3 Incorporate all Government comments on the draft plan into the final project plan.

4.3.4 Provide written specifications in the codebook introduction for all survey administration procedures required that are not specified as being government furnished or to be done differently for a specific survey. Contractor specifications shall include survey procedures (in text, spreadsheets, and tables), methodology for mailing the survey, the start and completion dates of the mail outs, and details regarding data coding and dataset preparation.

4.4 Implement a Computerized Survey Control System (SCS) (i.e. an electronic system to keep track of sample member dispositions [complete, postal non-deliverable, etc.] through the survey administration) that meets all the following requirements:

4.4.1 Keeps track of all members of the sample as they move through operations processing (from generation of addresses for the initial mailing through final storage of returns and production of datasets) by the assignment of case or ID number(s) that match identification codes on the survey instrument;

4.4.2 Ensures that returns are not lost, destroyed, left unidentified, or left unprocessed;

4.4.3 Tracks (a) address changes and eligibility notifications from persons in the sample and from DPAC, (b) postal non-deliverables (PNDs) and address corrections that are returned by the US Postal Service (USPS), and (c) Email bounce backs, so that appropriate actions (e.g., re-mailings, or further search[es] for addresses) are triggered;

4.4.4 Identifies nonrespondents for the follow-up contact(s) and keep track for each member of the sample which mailings were done on what date to what address and the source of the address (e.g., which government-furnished address, a USPS-supplied address, or an address obtained by the web or a call to a toll-free number);

4.4.5 Generates daily statistics on survey progress (e.g., number of PNDs received, number of completed surveys received, number of completed surveys processed, number of nonrespondents, PND rates, and response rates);

4.4.6 Generates daily statistics for web surveys (e.g., number of accesses, number of submitted surveys, and response rates) both overall and by sample characteristics (e.g., service, activation status);

4.4.7 Handles linked cases (e.g., those that involve linked spouse and member samples and/or require group mailings to unit/installation points of contact [POCs]);

4.4.8 Contains data elements from the initial sample file provided by DPAC to include code for each of the sampling strata (units or elements), respondent identification number, name, DPAC-provided addresses, updated addresses, source of each address change, date of each mailing and re-mailing, identification number for each survey mailed (separate fields for first-wave, second-wave, and each re- mailing), batch/serial number from scanning for each identification, date scanned for each identification, and final disposition (non-locatable, locatable non respondent, respondent, refusal, etc.);

4.4.9 Monitors and manages web, paper, and other types of data collection modes simultaneously—e.g., integrating input from both paper and web, stop sending reminders when a sample member either submits a web survey or returns a paper form;

4.4.10 Supports all types of data collection modes (e.g., mixed modes, telephone screening, telephone surveys), including current and emerging capabilities such as Personal Digital Assistants (PDAs), smart phones, tablet computers, not just Internet, phone, or mailed surveys, by the collection of applicable data elements required in industry standard definitions: Final Dispositions of Case Codes and Outcome Rates for Surveys, Revised 2016, The American Association for Public Opinion Research, https://aapor.org/Standards-and-Ethics/Standard-Definitions/).

4.5 Develop and Test Web Surveys: Develop surveys (web/paper survey creation, testing, editing), survey database development (variable name, format and value creation), and documentation (dataset and codebook creation). Store survey information (variable names, formats, etc.), to test the web survey during quality control procedures, to store analysis records as well as maintain and to produce survey documentation, and create basic-use (public) and confidential datasets.

4.5.1 Update user’s manuals and training materials and provide training as changes are made to this capability.

4.5.2 Develop web surveys in no more than 14 business days. Develop short, QuickCompass surveys in no more than 5 business days. The table below shows the major activities in fielding a web survey with relative timing for standard preparation prior to government approval to go live.

Activity

Timing

Contractor imports and creates a survey in a format such as Rich Text Format (RTF) or Hypertext Markup Language (HTML).

Day 1 – 4

Government reviews the survey file then passes it back to the contractor for corrections/clarifications. Survey file needs to contain variable names, response sets definitions, and skip patterns.

Day 5 – 7

Contractor completes programming and puts the survey into the testing environment.

Day 8 - 10

Contractor is responsible to continue quality control while the government reviews the survey prior to giving approval to go live.

Day 11 – 14

4.5.2.1 – The contractor shall provide documentation and specifications for all survey procedures, reports, and datasets. Contractor specifications must include survey procedures (in text, spreadsheets, and tables), methodology for emailing the survey, the start and completion dates of any Service-specific or research block questions, and details regarding data coding and dataset preparation. For example, provide full documentation/code/mapping to show how factors are calculated, how other variables (such as demographic groups) are created, and how any additional variables are transformed for reporting. Provide specifications, codebooks, or data dictionaries for all data files provided to DPAC.

4.5.2.2 – Demonstrate that scanning (paper 20-record check) and editing of data from paper surveys (paper 50-record check) correctly implements the coding scheme based on test surveys completed by both the contractor and government staffs to test coding and all skip logics. This process usually requires at least 20 completed paper surveys to test that scanning software accurately captures data. The test of the data editing should include enough records to test all cleanings and skips.

4.5.2.3 – Modify active web surveys in no more than 48 hours after notice, when question wordings and/or skip patterns have to be changed. Historically, this is an extremely rare event.

4.6 Administer and report unit-level DEOCS and DOCP surveys continuously throughout the period of performance meeting the following requirements:

4.6.1 Generate on-line surveys representing a combination of survey items pre-selected by DPAC to appear on all requested surveys, pre-selected Service-specific survey items, and survey items selected during the survey request process by survey administrators from a bank of customizable questions.

4.6.2 Receive survey requests through an online request system. Send emails to survey system users as necessary for user and survey management using the government-provided mass email system.

4.6.3 Enable the DEOCS and DOCP to be fielded either confidentially or completely anonymously in the registration system, survey administration, reporting, and data.

4.6.4 Send survey invites to samples identified by survey requester using the government-provided mass email system. Send automated reminder and extension notice emails according to the current email schedule.

4.6.5 Generate unit-level reports automatically. Unit-level results will be displayed in a dashboard in the survey system and be made available for download in PDF and other formats. Close-ended and open ended unit-level results must be available within 72 hours after closing the survey.

4.6.6 Clean data and apply special missing codes according to government-provided coding schemes.

4.6.7 Send automated email notifications that survey results and survey comment files are available to the survey administrator, commander, and commander’s supervisor using the government-provided mass email system.

4.6.8 Maintain a repository of historical DEOCS and DOCP data and reports that shall be accessible through the survey system dashboard and download tools to users with appropriate government-defined permissions.

4.6.9 Provide DPAC with user metrics (i.e., number of requests, number of Commander denials, number of survey window extensions, response rates, and number of completed surveys). Reports are delivered within timeframes established in each task order.

4.6.10 Deliver monthly analytic datasets to DPAC at the specified timeframes provided. Deliver quantitative results and comments in separate files.

4.6.11 Deliver monthly calc files (i.e, unit-level files) to DPAC at the specified timeframes provided.

4.6.12 Deliver quarterly roster datasets (which include administrative) to DPAC at the specified timeframes provided.

4.6.13 Routinely update the registration, survey administration, and reporting systems online to improve usability, functionality, or reporting capabilities. Enhancements and updates are specified in each task order.

4.6.14 Deliver quarterly analytic datasets from the customer satisfaction survey to DPAC within 10 business days after the last day of each quarter with a data dictionary (to be updated with each iteration of survey updates).

4.6.15 Clean data and apply special missing codes according to government-provided coding schemes.

4.6.16 Provide the functionality to aggregate DEOCS and DOCP data across registrations (e.g., to higher-echelon units) and within registrations (e.g., aggregate subgroup data). Produce PDF and excel reports of survey results and comments for the aggregated data. Include the ability for users to create self-service ad hoc aggregations.

4.6.17 Maintain and provide routine updates to a bank of customizable questions of which survey administrators may choose 10 multiple-choice and 5 short-answer questions. Custom questions are added to the end of the survey. Custom questions appear in a separate tab in the reporting dashboard.

4.6.18 Maintain the ability to field a research block or modules in conjunction with a DEOCS or DOCP survey.

4.6.19 Receive, store, and track the submission of actions plans that are linked to one or more DEOCS and DOCP.

4.6.20 Include an action plan development page that will summarize how to create, submit, review, and revise action plans.

4.6.21 Provide a DEOCS, DOCP, and action plan compliance tracking page for Senior Commanders and Service leaders that summarizes compliance for all units under their purview and allows export capabilities in various formats (e.g., excel, PDF).

4.6.22 Operate a help desk to field DEOCS questions from survey system users (survey administrators, commanders, commander’s supervisors, and survey respondents). Call center must be staffed from 8am to 4:30pm CT at minimum. A messaging service must be provided for calls received after hours and messages must be responded to within one business day. Process survey dispositions according to government-defined business rules. Relay identified issues or pertinent feedback received from system users to DPAC via periodic status meetings and a monthly customer service report

4.7 Maintain and update in the DEOCS dashboard a list of resources and toolkits aimed at helping commanders act on their DEOCS and DOCP results or to develop their actions plans. The resources and toolkits will be identified by the government on an on-going basis. All materials must be stored in a centralized location in the dashboard that is easily accessible and user friendly. The materials must also be linked to from relevant locations in other parts of the results (e.g., from a callout for a score below the specified threshold). When applicable, users shall have the option to download or export each material individually.

4.8 Provide Ad hoc changes, improvements, and enhancements to the DEOCS web interface, including action plans, survey registration, administration, reporting, or instrument in response to user-provided feedback and reported issues. Track items and coordinate with DPAC to determine priority, scope, and feasibility.

4.8.1 Update help information and quick links as changes are made to the DEOCS and DOCP process, web interface, or anything else that would necessitate an update.

4.8.2 Send announcement emails to all web interface users to notify them of changes to the DEOCS or major service interruptions. Email text will be provided by DPAC.

4.8.3 Accommodate User Acceptance Testing for major updates to the registration system, survey instrument, emails, or reporting

4.9 Assemble/Obtain/Store Materials. The contractor shall:

4.9.1 Be responsible for receipt, inventory, and quality assurance of all materials (paper surveys, letterhead, envelopes, etc.) whether supplied by the government, produced by the Contractor, or obtained by the Contractor from other suppliers.

4.9.2 Supply and use materials of substantially similar professional quality to those currently in use for DPAC H&R and R&R surveys. (See https://www.opa.mil/about-opa for example.)

4.9.3 Provide sequentially numbered 8.5” x 11” questionnaire booklets. Intelligent Character Recognition (ICR) forms shall have a barcode as well as a serial number on the outside cover.

4.9.4 Provide individualized pre-notification cover letters and follow-up reminder letters.

4.9.5 Provide personalized inside address for each letter with a unique serial number matching the ID on the survey, mailing number code, name, address, city, state, zip+4, and address bar-coding. Provide storage for unmailed survey materials during the mailing period.

4.9.6 Store the processed paper questionnaires for six months after delivery of the final dataset. Provide pdf’s of completed paper surveys to DPAC. Provide surveys to DPAC within two business days.

4.9.7 Purchase and use e-mail addresses from a commercial source for sub-groups with approximately 50% having e-mail addresses.

4.9.8 Implement records retention and disposition schedule for all DEOCS and DOCP data and documentation collected as part of the registration, administration, and reporting of the DEOCS or DOCP as specified by the government.

4.10 Maintain Standard Administration Specifications for actions pre-survey, survey, and post survey.

survey.

Written specifications shall include survey procedures (in text, spreadsheets, and tables), methodology for mailing the survey, the start and completion dates of the mail outs, and details regarding data coding and dataset preparation.

specified by each survey.

spouse. If spouse name is unavailable then address to the service member using “Dear Spouse of (service member name).”

mailing.

of a DPAC survey; submit the draft and edits for government review and implement government approved coding.

each forms mail out or activation of data collection on the web.

information is applied to all relevant mail outs.

obtaining new/home addresses.

requesting or requiring a return contact.

in accordance with the coding scheme specifications.

questions in which responses are to be handwritten on the questionnaire or captured on web widget into the database.

field.

Apply government supplied rule to determine which return is pulled into the dataset.

revisions to the coding scheme during data editing

after the close of the fielding period.

weeks after the government approval of all edits to the interim datasets.

5.0 DELIVERABLES

The specific deliverables will vary given the specific task order. Following is a listing of the types of work products/deliverables that the Contractor may be required to provide in performance of the PWS under resulting task orders:

· Task Order Project Plan,

· develop and maintain a system for the tracking of both internal and external H&R/R&R milestones,

· monthly progress reports,

· quarterly Senior Management Review (SMR) report,

· SMR minutes,

· Post-Award Conference,

· Post-Award Conference Written summary,

· Contractor Manpower Reporting,

· Demonstration of survey development, and

· Variable and dataset creation capability.

All deliverables and reports shall be submitted for approval to the Contracting Officer’s Representative (COR), Contracting Officer (CO), and Project Manager (PM) by uploading them into the official GSA ASSIST contract file through ‘Collaborations’; however, the exceptions are listed below.

a. Classified Deliverables;

b. Deliverables over 50MB;

c. Deliverables in an unsupported format like websites (GSA ASSIST accepts BMP, DOCM, DOCX, DOT, DWG, GIF, HTM, HTML, BMP, JPG, MDI, MHT, MPP, MP4, MSG, PDF, PNG, PPTX, RTF, SNP, TIF, TXT, VSD, WDP, XLSM, XLSX, XML, XPS, XPX, ZIP and ZIPX); and

d. Deliverables that are uploaded to a contractor developed portal

Deliverables are due the next Government workday if the due date falls on a holiday or weekend. The contractor shall submit the following unclassified deliverables listed in the table belowdeliverables listed in the following table:

Reference Delivery Date

tabulations, and codebooks

Task Order Deliverables Modified or developed web surveys

Task Order Deliverables

Task Order Deliverables

Task Order Deliverables

Task Order Deliverables

previous quarter. Written SMR data is due 5 business days in advance of the meeting.

Contract/ Task Order Deliverable Post-Award Kickoff Meeting Written Summary

Contract Deliverable

revision within 30 days if ordered post award

6.0 QUALITY CONTROL (See 4.1.8)

The Contractor shall implement and maintain a Quality Control Plan (QCP) to ensure work performed conforms to the scope of work and meets the requirements under this PWS. The QCP shall, at a minimum, provide a method for performing inspections; identifying, correcting and preventing problems/defective service; addressing customer complaints, and improving the quality of services over the life of the contract. The QCP is due at time of proposal submission and revision within 30 days if ordered post award.

7.0 QUALITY ASSURANCE

7.1 The Government will use a Quality Assurance Surveillance Plan (QASP) to monitor the quality of the Contractor’s performance. The oversight provided for in order and in the QASP will help to ensure that the service levels reach and maintain the required levels throughout the contract term. Further, the QASP provides the COR with a proactive way to avoid unacceptable or deficient performance and provides verifiable input for the required Past Performance Information Assessments. A draft QASP will be provided by the Government and will be revised following contract award. The QASP will be a living document and may be updated by the Government as necessary. By monitoring the Contractor, the COR will determine whether the performance levels set forth in the order have been attained. Performance standards are specified in the following Performance Requirements Summary Matrix found below in the Standard and Acceptable Quality Level columns.

7.1.1 Periodic Surveillance. This action occurs when the COR or other Government official observes a deficiency. Examples include evidence from accidents, incidents, or delays. Regardless of where in the line-of-duty the COR observes contractual procedures not being followed, he/she has an obligation to document and report the deficiency to the Contracting Officer.

7.1.2 Customer Complaint Surveillance. This action is instituted when the COR receives a complaint from a stakeholder (stakeholder organizations include survey sponsors such as: Office of the Under Secretary of Defense, Personnel and Readiness; Disability Evaluation System Surveys (Wounded Warriors); United States Coast Guard; Federal Voting Assistance Program; Sexual Assault Prevention and Response Office) regarding Contractor service. The COR will obtain the complaint in writing and then conduct an investigation to determine its validity. If the complaint is deemed valid, the COR will immediately notify the Contracting Officer for action. The COR will notify both the Contract Manager and the complainant of the Government’s response to their complaint.

7.2 Contract Discrepancy Report (CDR). In the event of unsatisfactory Contractor performance, the COR will issue a CDR that will explain the circumstances and findings concerning the incomplete or unsatisfactory service. The Contractor shall acknowledge receipt of the CDR and respond in writing as to how he/she shall correct the unacceptable performance and avoid a recurrence. The Government will review the Contractor's corrective action response to determine acceptability and will use any completed CDR as part of an overall evaluation of Contractor performance when determining present or future contractual actions.

7.3 Performance Requirement Summary. The table below identifies the Critical Performance Elements (PE) and the respective Performance Standards and Acceptable Quality Levels (AQLs) which the Government will use to determine Contractor performance.