Attachment_9_List_of_Mandatory_Items_to_be_Addressed_in_Proposal.xlsx
XLSX spreadsheet 14 KB Posted
- Solicitation number
- 28321318R00000055
- Issued by
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Social Security Administration
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attachment 9
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Other files
| File | Type | Posted |
|---|---|---|
| FedConnect File | — | |
| SF_1449_(2_2012).pdf | ||
| Body.docx | DOCX document | |
| Attachment_4_SOW.docx | DOCX document | |
| Attachment_3_Labor_Categories.xlsx | XLSX spreadsheet | |
| Attachment_6-_Offeror_Reps_and_Certs.docx | DOCX document | |
| Attachment_8_IPv6_Suppliers_Declaration_of_Conformity.xlsx | XLSX spreadsheet | |
| Attachment_5_-Small_Business_Subcontracting_Plan_(Model_Plan_Outline).doc | DOC document | |
| Copy_of_Attachment_2_Pricing_Tables_1_and_2.xlsx | XLSX spreadsheet |
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Sheet1
| Requirement from ATTACHMENT 4 SOW | Response Page Number | How Requirement is Met |
| B-2.6.1 SSA does not want to create a new instrument, and does not want to sponsor any “developmental” tool. The proposed solution shall already be successfully deployed as outlined below (B-4.1.1). | ||
| B-2.6.2 SSA will make every effort to use the system without customization. However, SSA may need some customizations of scripts, but not of product, in order to successfully use the VACSS. | ||
| B-2.6.3 Extensive services are not anticipated beyond Phase II. If and when services are needed, the Government will provide the necessary work location, hardware/software, and other facilities to accommodate the contractor while on-site. | ||
| B-2.6.4 The contractor will not have access to any programmatic data nor to any automated systems. | ||
| B-2.6.5 VACSS may be piloted in certain organizations of the agency prior to agency-wide implementation. | ||
| B-2.6.6 SSA plans for national implementation to occur within two years after initial award. | ||
| B-3.1 Technology solutions need to be able to run within SSA AWS or Azure Virtual Private Cloud instances that are part of SSA’s Agency Cloud Infrastructure (ACI). All solutions that will run within SSA ACI infrastructure should adhere to industry CIS Benchmarks for the given cloud platform, be it Amazon Web Services (AWS) or Azure. | ||
| B-3.2 Contractors shall provide all or any trial licenses to SSA for Phase 1 and Phase II, of this contract. | ||
| B-3.3 For Phase 1 all solutions will interface with backend Agency systems to pull relevant data. SSA will provide Representational State Transfer (REST) services that will allow for access to these systems and their data. | ||
| B-3.4 Selected Contractors will provide consultation services on a remote basis; if Contractor support is needed on-site the Contractor will travel to SSA headquarters but will not have access to PII. | ||
| B-3.5 The Contractor shall provide all required software, maintenance, informal Systems Administrator level training, services and administrative support to deliver and maintain the solution. | ||
| B-4.1.1.1 Size: Demonstrated experience working with corporations or government entities for an enterprise solution that has 30,000 concurrent users or more. | ||
| B-4.1.1.2 Scope: Demonstrated experience in integrating virtual assistant into an on or offsite customer cloud infrastructure. | ||
| B-4.1.1.3 Complexity: Integrating into multiple systems, and legacy systems where the private cloud environment accesses existing legacy systems, serving both public and internal employees. | ||
| B-4.1.2 Demonstrated experience in providing informal Systems Administrator level training. | ||
| B-4.1.4 Ensure that SSA retains ownership of all data, templates, clones, and scripts/applications created with this Statement of Work as well as maintaining the right to request full copies at any time. | ||
| B-4.1.5 Provide JSON, or XML format as the mechanism for SSA to retrieve all data, scripts, software, and so forth such as mirroring or copying to SSA. | ||
| B-5.1.3 Capable of supervised and unsupervised learning. | ||
| B-5.1.4 Ability to remember user and human agent actions and contextual information provided during conversations, also known as state management, to allow for multiple and complex conversation flows. |
| B-5.1.5 Ability to leverage captured information to refine future responses to other users. |
| B-5.1.6 Provides a User Interface (UI) to allow business experts to define and refine business rules, responses and response patterns. |
| B-5.1.7 Supports testing of user inputs and intent as well as conversation flow. |
| B-5.1.8 Solution requires minimal informal Systems Administrator level training for use by SSA or SSA contractor personnel to enable technology to provide responses and outcomes. |
| B-5.1.9 Ability to capture, maintain and utilize conversation information across channels and sessions. |
| B-5.1.10 Solution should provide analytics capability. |
| B-5.1.11 Ability to deliver a customer service experience that includes the ability to refine inquiries through interactive conversations and the ability to aid users in completion of tasks which will be defined by SSA. |
| B-5.1.12 Ability to provide capabilities across multiple channels that include Text (Web/Chat), Voice, Video, and Mobile. |
| B-5.1.13 Ability to support multiple goals during a single customer interaction from request through completion. |
| B-5.1.15 Ability monitor and analyze word usage in order to detect incidences of potential user frustration, and, if advisable, to respond by routing to live agent. |
| B-5.1.16 Contractor solution shall have the ability to provide monthly reporting of the quality control data demonstrating virtual assistant accuracy against existing Agency standards (see B-5.8 Quality Control Requirements). |
| B-5.1.17 Compliance with Internet Protocol version (IPv) 6 When Acquiring Information Technology |
| B-5.1.17.1 The contractor shall ensure that products and services that use the Internet Protocol provide full feature functionality in both dual stack (IPv4 and IPv6) and IPv6-only environments comply with National Institute of Standards and Technology United States Government version 6 Testing Program, see Special Publication 500-267, A Profile for IPv6 in the U.S. Government – Version 1.0. |
| B-5.1.18 Solution provides access control capabilities to provide unique user ID’s and integration into enterprise authentication services |
| B-5.1.19 Solution must contain the ability to divide sensitive actions to multiple employees |
| B-5.1.20 Multitenant controls for separation of users and data within the service. |
| B-5.1.21 Application layer vulnerability scans need to be permitted/conducted/ and a report generated |
| B-5.1.22 Ability for data to be encrypted in transit and at rest FIPS 140-2. |
| B-5.1.23 Solution has the capability to auto generate status and problem reports on a scheduled and on demand basis |
| B-5.1.24 Must be able to communicate effectively in English. |
| B-5.3.1 Governance Process - |
Contractor shall provide a formally documented governance process used for deployment and configuration/change management.
| B-5.8 Quality Control Requirements - The contractor shall provide with their proposal a QUALITY CONTROL PLAN addressing quality control. This plan shall include a system for verifying and maintaining a desired standards of quality for the interactions with the VACSS, 5.8.2 System for verifying the extent of actions (% of units to be tested from a pre-defined “bucket” of interactions over a pre-defined period of time), System for reporting to the government on a predetermined timeline, The minimum acceptable performance level (no more than 15% of units processed failed), Proposed Types of Corrective Action (defective code corrected, end user who received poor service contacted and advised, additional service provided at no additional cost to government) and the time frame for implementation once the need for corrective action is discovered, and a plan to improve services if a pre-agreed level of failure is detected over a predetermined length of time. |
| B-6.2.1 Work Plan In the proposal, the contractor shall provide a Draft Initial Work plan which details their understanding of the requirements for Phase 1, including delivery of software licenses, installation instructions, and best practices from other government or commercial clients including lessons learned, if applicable. The plan will also propose consultation services that will enable SSA to implement the software in our environment. See below |
Each Work Plan will address the following:
o the technical approach for this portion of the work (what is your process to install, what is plan for configuration, how to teach the software, etc.). The technical approach shall, at a minimum, address the Milestones as identified in the Schedule of Deliverables below.
o contractor’s organizational resources allocated for this effort, including The Contractor’s contract management structure and its relationship within/to the company.
o contractor’s governance process, which shall enable the contractor to meet schedule requirements for completion of project deliverables throughout the period of performance.
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