26QE004_Attachment1_PWS.pdf

Performance Work Statement

Substitute Caller Automation Software Acquisition

1. General Information and Scope of Work.

1.1. The Department of Defense Education Activity (DoDEA) serves the dependents of military and civilian employees by providing PK-12 instruction to approximately 72,000 students. The number of students varies based on the deployment of military troops worldwide. DoDEA’s curriculum, resources, and student achievement scores on standardized assessments compare favorably to high-performing US public schools.

DoDEA is divided into eight districts that administer 167 brick-and-mortar schools. The Americas’ Southeast and Mid-Atlantic districts have 54 schools in seven states and Puerto Rico, and for administrative purposes, Cuba. Europe’s South, East, and West districts have 65 schools in England, Germany, Italy, Belgium, Netherlands, Spain, Turkey, and Bahrain.

The Pacific’s West, East, and South districts have 48 schools in Korea, Japan (mainland and Okinawa), and for administrative purposes, Guam. DoDEA also operates a Virtual High School with its main office in Virginia and teaching hubs in Germany and Okinawa.

1.2. Background. Background: Teacher absences can disrupt the learning environment, leaving schools scrambling to fill gaps. Traditional methods of finding substitutes—such as manual calls or reliance on outdated systems—are time-consuming and inefficient. An automated substitute software simplifies this process through intelligent automation, ensuring that classrooms remain staffed and functional. DoDEA piloted a program at two schools, Fort Campbell, Kentucky and Camp Lejune, North Carolina, with success. The program passed through numerous processes to be accepted into DoDEA’s network, including Advanced Acquisition Review Board (AARB). During the AARB, the program captured the interest of several other DoDEA organizations, which recognized its potential to address existing needs.

1.3. Purpose. The Department of Defense Education Activity (DoDEA) seeks a substitute caller automation software solution to streamline the process of assigning substitute or temporary personnel. The goal is to increase operational efficiency, reduce administrative workload, align substitute placements with scheduled lesson plans, and ensure timely communication with substitutes.

1.4. Scope. DoDEA requires an Automated Substitute Software type to include licenses and technical support to implement and maintain at two different DoDEA regions, Southeast District with 10,310 students and the Mid-Atlantic District with 9,509 students. This is a base year plus 3 additional option years.

2. Requirements (Objectives).

The Contractor shall provide DoDEA with all services and support to integrate an automative substitute vacancy system. The contractor shall achieve the following objectives:

2.1. Deliver a secure, reliable, and user-friendly platform to automate substitute outreach and placement.

2.2. Automated Outreach: Use predefined rules to contact qualified substitutes via phone, text, email, or app notifications in real time.

2.3. Dynamic Matching: Match substitutes assignments using criteria such as certification, availability, and location.

2.4. Dashboard Interface: Provide an intuitive interface for managing substitute pools, tracking assignment statuses, and setting communication preferences.

2.5. Mobile Access: Support mobile functionality for administrators and substitute personnel.

2.6. Analytics & Reporting: Offer real-time insights into substitute activity, fill rates, and system usage.

2.7. Security Compliance: Ensure the system meets federal information security standards and passes the DoDEA IT Cyber Cloud Questionnaire.

2.8. Multi-Channel Communication: Enable outreach through multiple channels (voice, SMS, email).

2.9. High Availability: Maintain minimal downtime with reliable performance and timely technical support.

2.10. Training & Support: Provide comprehensive training materials and conduct user training sessions.

2.11. Long-Term Support: Offer technical support and software updates

2.12. Training shall be provided twice a year for additional support requirements that arise outside of normal help desk tickets.

2.12.1. The training will be biannually focused on any rostering support and or semi annual training. User level support should have a helpdesk to support regular tickets

3. Performance Measurements.

3.1. All requirements and objectives identified above must be fulfilled 100% of the time to meet the needs of a safe and efficient student transportation program.

3.2. In the event of non-performance or failure to meet an objective a Contract Discrepancy Report (CDR) will be issued by the KO with instructions on further steps necessary for corrective action.

3.2.1. Contractor performance of all objective and task standards in accordance with these PWS requirements are subject to the COR’s inspection and final acceptance.

3.3. For unsatisfactory or incomplete services, a Contract Discrepancy Report (CDR) will be issued.

3.3.1. The CDR will explain the circumstances and findings concerning the incomplete or unsatisfactory service. The CDR will cite each discrepancy by PWS task/objective, requirement, or performance measure/requirement. The Contracting Officer or COR will issue the Contractor a CDR within a reasonable amount of time of the discrepant event - reasonable amount of time considered to be approximately two (2) business days – and the contractor shall provide a written position response to the CDR and return the document to Contracting Officer within two (2) business days after receipt.

The Contracting Officer will then render a final decision after receipt of the CDR from the Contractor and issue the completed CDR to the Contractor. CDR procedures may change as directed by the Contracting Officer.

Note: Contracting Officer Final Determinations (COFD) may result in additional monetary or other considerations for non-conforming services not otherwise acceptable to the terms and conditions of the contract.

3.4. Performance will be measured by the following criteria:

3.4.1. Substitute Fill Rates: Improvement in the percentage of filled requests after implementation.

3.4.2. Response Times: Reduction in time taken to assign substitutes.

3.4.3. Cost Savings: Decrease in administrative labor costs due to automation.

3.4.4. User Adoption: Level of engagement by both substitutes and administrators.

3.4.5. Feedback Quality: Teacher and student input on classroom continuity and disruption.

3.4.6. Reduced Administrative Workload: Fewer hours spent on manual coordination.

3.4.7. Minimized Classroom Downtime: Faster placement of substitutes to maintain learning continuity.

3.4.8. Resource Optimization: Use of historical data to forecast substitute needs and reduce last-minute hires.

3.4.9. Scalability: Ability to support both small schools and large districts.

4. Constraints.

4.1. Software must be approved for use by relevant labor unions.

4.2. Full implementation at all Camp Lejeune and Fort Campbell community schools must be completed by March 15, 2026, allowing time for staff training.

4.3. Full implementation at all schools must be completed prior to school start for the 2026/2027 school year, allowing time for staff training.

4.4. Software must pass the DoDEA IT Cyber Cloud Questionnaire.

4.5. No budget constraints.

5. Acronyms and Definitions

Contract Discrepancy Report (CDR) - A formal, written documentation used to document unsatisfactory Contractor performance. The CDR requires the Contractor to explain, in writing, why performance is unsatisfactory; how performance shall be returned to satisfactory levels, and how recurrence of the problem shall be prevented in the future. Final determination shall be made by the Contracting Officer.

Contract Specialist (CS) – A Government employee working with the CO to perform a broad range of administrative duties, including preparation and processing of contractual documents, tracking funding, liaison between Contractor and Government personnel, and provision of accurate and appropriate information to the CO and other contractual parties.

Contracting Officer (KO) – A Government official assigned to the Contracting Office authorized by written warrant to enter, administer, terminate, and issue delivery orders under contracts. The KO is the only Government official authorized to obligate funding. The KO provides written appointments of Performance Assessment personnel and has the final responsibility for Performance Assessment. The KO is the final decision authority for any performance-based deductions or other adjustments levied on the Contractor for failure to perform.

Contracting Officer’s Representative (COR) - An individual designated and authorized in writing by the Contracting Officer to perform specific technical or administrative functions.

Contractor - A commercial activity that provides school transportation services IAW this Performance Work Statement (PWS).