36C10B19R0016-000.docx

36C10B19R0019 FedBizOpps Combined Synopsis/Solicitation Notice

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* = Required Field FedBizOpps Combined Synopsis/Solicitation Notice Rev. March 2010 R TAC-19-54402 Customer Service Improvement Program 07724 36C10B19R0016 04-16-2019 N 541611 Department of Veterans Affairs Technology Acquisition Center 23 Christopher Way Eatontown NJ 07724 Susan Banasiak, Contract Specialist Susan.Banasiak@va.gov susan.banasiak@va.gov susan.banasiak@va.gov This is a combined synopsis/solicitation for commercial services prepared in accordance with the format in Federal Acquisition Regulation Subpart 12.6, as supplemented with additional information included in this notice and a written solicitation will not be issued. This announcement constitutes the only solicitation; proposals are being requested. This solicitation, 36C10B19R0016, is being issued as a Request for Proposal (RFP) from the Department of Veterans Affairs (VA), Office of Procurement, Acquisition and Logistics, Technology Acquisition Center. The solicitation document and incorporated provisions and clauses are those in effect through the Federal Acquisition Circular 2019-01 effective January 22, 2019 and the latest version of the VA Acquisition Regulation supplement. This RFP is issued as a total service-disabled Veteran-owned small business set-aside, for the procurement of management and consulting services for the measurement of Customer Satisfaction Metrics. The required services include functions such as measurement of customer satisfaction, customer site visits and engagement, customer service improvement activities, analysis of quantitative and qualitative data, communication, data analytics, research, and reporting. The brand name portion of this requirement is the use of the American Customer Satisfaction Index (ACSI) Structural Equation Modeling software. ACSI Structural Equation Modeling software is required for completion of the Annual Customer Satisfaction Survey and the Net Promoter Score measurement surveys. The data from these surveys are utilized for the overall measurement of Customer Satisfaction Metrics. The ACSI measures customer satisfaction with over 100 services, programs and websites of federal government agencies. ACSI is used for government entities to track user satisfaction with the quality of their services over time and compare these results to other organizations in both the private and public spheres. Net Promoter Score measurement surveys are sent to randomly selected VA employees each month. The surveys are a measurement of customer experience and they also predict business growth. The North American Industry Classification System Code applicable to this action is 541611.

Questions and responses regarding this combined synopsis/solicitation shall be directed to Susan Banasiak, Contract Specialist at Susan.Banasiak@va.gov and Peter Lewandowski, Contracting Officer, at Peter.Lewandowski@va.gov with the subject line as the solicitation number, 36C10B19R0016.

Please see attached solicitation.

PAGE 1 OF

1. REQUISITION NO.

2. CONTRACT NO.

3.

AWARD/EFFECTIVE DATE

4. ORDER NO.

5. SOLICITATION NUMBER

6. SOLICITATION ISSUE DATE

a. NAME

b. TELEPHONE NO. (No Collect Calls)

8. OFFER DUE DATE/LOCAL

TIME

9. ISSUED BY

CODE

10. THIS ACQUISITION IS

UNRESTRICTED OR

SET ASIDE:

% FOR:

SMALL BUSINESS

HUBZONE SMALL

BUSINESS

SERVICE-DISABLED

VETERAN-OWNED

SMALL BUSINESS

WOMEN-OWNED SMALL BUSINESS

(WOSB) ELIGIBLE UNDER THE WOMEN-OWNED

SMALL BUSINESS PROGRAM

EDWOSB

8(A)

NAICS:

SIZE

STANDARD:

11. DELIVERY FOR FOB DESTINA-

TION UNLESS BLOCK IS

MARKED

SEE SCHEDULE

12. DISCOUNT TERMS

13a. THIS CONTRACT IS A

RATED ORDER UNDER

DPAS (15 CFR 700)

13b. RATING

14. METHOD OF SOLICITATION

RFQ

IFB

RFP

15. DELIVER TO

CODE

16. ADMINISTERED BY

CODE

17a. CONTRACTOR/OFFEROR

CODE

FACILITY CODE

18a. PAYMENT WILL BE MADE BY

CODE

TELEPHONE NO.

DUNS:

DUNS+4:

PHONE:

FAX:

17b. CHECK IF REMITTANCE IS DIFFERENT AND PUT SUCH

ADDRESS IN OFFER

18b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18a UNLESS BLOCK BELOW IS CHECKED

SEE ADDENDUM

19.

20.

21.

22.

23.

24.

ITEM NO.

SCHEDULE OF SUPPLIES/SERVICES

QUANTITY

UNIT

UNIT PRICE

AMOUNT

(Use Reverse and/or Attach Additional Sheets as Necessary)

25. ACCOUNTING AND APPROPRIATION DATA

26. TOTAL AWARD AMOUNT (For Govt. Use Only) 27a. SOLICITATION INCORPORATES BY REFERENCE FAR 52.212-1, 52.212-4. FAR 52.212-3 AND 52.212-5 ARE ATTACHED. A

DDENDA

ARE

ARE NOT ATTACHED.

27b. CONTRACT/PURCHASE ORDER INCORPORATES BY REFERENCE FAR 52.212-4. FAR 52.212-5 IS ATTACHED. ADDENDA

ARE

ARE NOT ATTACHED

28. CONTRACTOR IS REQUIRED TO SIGN THIS DOCUMENT AND RETURN _______________

29.

AWARD OF CONTRACT: REF. ___________________________________ OFFER

COPIES TO ISSUING OFFICE. CONTRACTOR AGREES TO FURNISH AND

DATED ________________________________. YOUR OFFER ON SOLICITATION

DELIVER ALL ITEMS SET FORTH OR OTHERWISE IDENTIFIED ABOVE AND ON ANY

(BLOCK 5), INCLUDING ANY ADDITIONS OR CHANGES WHICH ARE

ADDITIONAL SHEETS SUBJECT TO THE TERMS AND CONDITIONS SPECIFIED

SET FORTH HEREIN IS ACCEPTED AS TO ITEMS:

30a. SIGNAT

URE OF OFFEROR/CONTRACTOR

31a. UNITED STATES OF AMERICA (SIGNATURE OF CONTRACTING OFFICER) 30b. NAME AND TITLE OF SIGNER (TYPE OR PRINT) 30c. DATE SIGNED 31b. NAME OF CONTRACTING OFFICER (TYPE OR PRINT) 31c. DATE SIGNED

AUTHORIZED FOR

LOCAL REPRODUCTION

(REV. 2/2012)

PREVIOUS EDITION IS NOT USABLE

Prescribed by GSA - FAR (48 CFR) 53.212

7. FOR SOLICITATION

INFORMATION CALL:

STANDARD FORM 1449

OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, & 30

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS

36C10B19R0016 -2019 Susan Banasiak, Contract Specialist 732-440-9694 04-1 -2019

1:00 PM EST

Department of Veterans Affairs Technology Acquisition Center 23 Christopher Way Eatontown NJ 07724 X X 541611 $15 Million X N/A X See Delivery Schedule

Department of Veterans Affairs Technology Acquisition Center 23 Christopher Way Eatontown NJ 07724

Department of Veterans Affairs Technology Acquisition Center Financial Services Center PO Box 149971 Austin TX 78714-8971 Title: Customer Service Improvement Program Eligibility for contract award is limited to Service-Disable Veteran-Owned Small Businesses which are registered and verified in the Vendor Information Pages database.

(http://www.vip.vetbiz.va.gov) at the time of submission of Proposal POCs:

Contract Specialist: Susan Banasiak, Susan.Banasiak@va.gov Contracting Officer: Peter Lewandowski, Peter.Lewandowski@va X X Table of Contents

36C10B19R0016

SECTION B - CONTINUATION OF SF 1449 BLOCKS

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B.1 GOVERNING LAW

Federal law and regulations, including the Federal Acquisition Regulations (FAR), shall govern this Order/Contract. Commercial license agreements may be made a part of this Order/Contract but only if both parties expressly make them an addendum hereto. If the commercial license agreement is not made an addendum, it shall not apply, govern, be a part of or have any effect whatsoever on the Order/Contract; this includes, but is not limited to, any agreement embedded in the computer software (clickwrap), any agreement that is otherwise delivered with or provided to the Government with the commercial computer software or documentation (shrinkwrap), or any other license agreement otherwise referred to in any document. If a commercial license agreement is made an addendum, only those provisions addressing data rights regarding the Government’s use, duplication and disclosure of data (e.g., restricted computer software) are included and made a part of this Order/Contract, and only to the extent that those provisions are not duplicative or inconsistent with Federal law, Federal regulation, the incorporated FAR clauses and the provisions of this Order/Contract; those provisions in the commercial license agreement that do not address data rights regarding the Government’s use, duplication and disclosure of data shall not be included or made a part of the Order/Contract. Federal law and regulation including, without limitation, the Contract Disputes Act (41 U.S.C. § 7101 et seq.), the Anti-Deficiency Act (31 U.S.C. § 1341 et seq.), the Competition in Contracting Act (41 U.S.C. § 3301 et seq.), the Prompt Payment Act (31 U.S.C. §3901 et seq.), Contracts for Data Processing or Maintenance (38 U.S.C § 5725), and FAR clauses 52.212-4, 52.227-14, 52.227-19 shall supersede, control, and render ineffective any inconsistent, conflicting, or duplicative provision in any commercial license agreement. In the event of conflict between this Clause and any provision in the Order/Contract or the commercial license agreement or elsewhere, the terms of this Clause shall prevail. Claims of patent or copyright infringement brought against the Government as a party shall be defended by the U.S. Department of Justice (DOJ). 28 U.S.C. § 516. At the discretion of DOJ, the Contractor may be allowed reasonable participation in the defense of the litigation. Any additional changes to the Order/Contract must be made by Order/Contract modification (Standard Form 30) and shall only be effected by a warranted Contracting Officer. Nothing in this Order/Contract or any commercial license agreement shall be construed as a waiver of sovereign immunity.

36C10B19R0016

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B.2 CONTRACT ADMINISTRATION DATA

1. Contract Administration: All contract administration matters will be handled by the following individuals:

a. CONTRACTOR: TBD

b. GOVERNMENT: Contracting Officer 36C10B Department of Veterans Affairs Technology Acquisition Center 23 Christopher Way Eatontown NJ 07724

2. CONTRACTOR REMITTANCE ADDRESS: All payments by the Government to the contractor will be made in accordance with:

3. INVOICES: Invoices shall be submitted in arrears:

4. GOVERNMENT INVOICE ADDRESS: All Invoices from the contractor shall be submitted electronically in accordance with VAAR Clause 852.232-72 Electronic Submission of Payment Requests. Invoices that cannot be accepted by VA through electronic invoices may be mailed to the following address:

Department of Veterans Affairs Technology Acquisition Center Financial Services Center PO Box 149971 Austin TX 78714-8971

ACKNOWLEDGMENT OF AMENDMENTS: The offeror acknowledges receipt of amendments to the Solicitation numbered and dated as follows:

36C10B19R0016

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B.3 SCHEDULE OF DELIVERABLES

All deliverables will be destination inspection, acceptance and F.O.B.

Days used below refer to calendar days unless otherwise stated. Deliverables with due dates falling on a weekend or holiday shall be submitted the following Government work day after the weekend or holiday.

All deliverables will be electronically submitted to: VA Program Manager (PM), Contracting Officer’s Representative (COR), and Contract Specialist (CS).

Document Review Cycle: Contractor revisions due five business days after receipt of Government comments unless otherwise documented.

BASE PERIOD

PERIOD OF PERFORMANCE (POP): 12 MONTHS FROM DATE OF AWARD

POP: TBD

The cost of Firm Fixed Price (FFP) Contract Line Item Number (CLIN) 0001 and Subcontract Line Item Numbers (SLIN) 0001AA through 0001AC shall be included and allocated to all priced CLINs.

Due 30 days after receipt of order (ARO) and updated monthly thereafter during the POP.

Due the 5th day of the month and updated monthly thereafter during the POP.

Due three days ARO and updated as required for staffing adjustments thereafter during the POP.

POP: TBD.

This FFP CLIN includes all labor, material, travel, program management, and deliverables required for the successful completion of the services detailed in paragraph 5.2 and all applicable subparagraphs of the PWS.

Due August 30, 2019.

Due 45 days after the closing of the survey.

Due 45 days after the closing of the survey.

Due the 5th day of the month and updated monthly thereafter during the POP.

Due five days after the completion of the site survey

Due 10 days after the completion of the site engagement.

Due 90 days ARO and updated quarterly thereafter throughout the POP.

Due 90 days ARO and updated quarterly thereafter throughout the POP.

Due 90 days ARO and updated quarterly thereafter throughout the POP.

POP: TBD.

This FFP CLIN includes all labor, material, travel, program management, and deliverables required for the successful completion of the services detailed in paragraph 5.3 and all applicable subparagraphs of the PWS.

Due the 10th day of the month throughout the POP.

Due 180 days ARO and updated 360 days ARO.

Due 45 days ARO and updated biweekly thereafter throughout the POP.

Due 120 days ARO and updated quarterly thereafter throughout the POP.

Due 180 days ARO and updated 360 days ARO.

POP: TBD.

This FFP CLIN includes all labor, material, travel, program management, and deliverables required for the successful completion of the services detailed in paragraph 5.4 and all applicable subparagraphs of the PWS.

Due the 10th day of each monthly throughout the POP.

Due the 15th day of each month throughout the POP.

Due quarterly throughout the POP.

Due the 15th day of each month throughout the POP.

Due 180 days ARO and 360 days ARO.

Due the 10th day of each month throughout the POP.

Due 30 days after the announcement of the awards

Due 30 days after the announcement of the awards.

Due 10 days after the announcement of the awards.

POP: TBD

This FFP CLIN includes all labor, material, travel, program management, and deliverables required for the successful completion of the services detailed in paragraph 5.5 of the PWS.

Due the last day of each month throughout the POP.

Due the last day of each month throughout the POP.

Due the 5th day of each month throughout the POP.

POP: TBD.

This FFP CLIN includes all labor, material, travel, program management, and deliverables required for the successful completion of the services detailed in paragraph 5.6 and all applicable subparagraphs of the PWS.

Due 90 days ARO and updated quarterly thereafter throughout the POP.

Due the last day of each month throughout the POP.

Due the 1st and 15th of each month throughout the POP.

Due 180 days ARO.

Due 90 days ARO and updated quarterly thereafter throughout the POP.

Due 90 days ARO and updated quarterly thereafter throughout the POP.

Due 120 days ARO and updated quarterly thereafter throughout the POP.

Due Tuesday of each week throughout the POP.

OPTION PERIOD ONE

POP: 12 MONTHS FROM DATE OF EXERCISE

OPTION PERIOD 1 - This 12-month option period may be exercised in accordance with FAR 52.217-9, Option to Extend the Term of the Contract (MAR 2000). Work shall not commence until, and unless, a formal modification is issued by the Contracting Officer. If exercised, this option shall commence immediately after expiration of the base period.

POP: TBD

If this FFP CLIN is exercised all Deliverables identified under base year SLINS 0001AA through 0001AC shall be required.

POP: TBD.

If this FFP CLIN is exercised all Deliverables identified under base year SLINS 0002AA through 0002AJ shall be required.

POP: TBD.

If this FFP CLIN is exercised all Deliverables identified under base year SLINS 0003AA through 0003AE shall be required.

POP: TBD.

If this FFP CLIN is exercised all Deliverables identified under base year SLINS 0004AA through 0004AJ shall be required.

POP: TBD.

If this FFP CLIN is exercised all Deliverables identified under base year SLINS 0005AA through 0005AC shall be required.

POP: TBD.

If this FFP CLIN is exercised all Deliverables identified under base year SLINS 0006AA through 0006AH shall be required.

OPTION PERIOD TWO

POP: 12 MONTHS FROM DATE OF EXERCISE

OPTION PERIOD 2 - This 12-month option period may be exercised in accordance with FAR 52.217-9, Option to Extend the Term of the Contract (MAR 2000). Work shall not commence until, and unless, a formal modification is issued by the Contracting Officer. If exercised, this option shall commence immediately after expiration of option period one.

POP: TBD

If this FFP CLIN is exercised all Deliverables identified under base year SLINS 0001AA through 0001AC shall be required.

POP: TBD.

If this FFP CLIN is exercised all Deliverables identified under base year SLINS 0002AA through 0002AJ shall be required.

POP: TBD.

If this FFP CLIN is exercised all Deliverables identified under base year SLINS 0003AA through 0003AE shall be required.

POP: TBD.

If this FFP CLIN is exercised all Deliverables identified under base year SLINS 0004AA through 0004AJ shall be required.

POP: TBD.

If this FFP CLIN is exercised all Deliverables identified under base year SLINS 0005AA through 0005AC shall be required.

POP: TBD.

If this FFP CLIN is exercised all Deliverables identified under base year SLINS 0006AA through 0006AH shall be required.

OPTION PERIOD THREE

POP: 12 MONTHS FROM DATE OF EXERCISE

OPTION PERIOD 3 - This 12-month option period may be exercised in accordance with FAR 52.217-9, Option to Extend the Term of the Contract (MAR 2000). Work shall not commence until, and unless, a formal modification is issued by the Contracting Officer. If exercised, this option shall commence immediately after expiration of option period two.

POP: TBD

If this FFP CLIN is exercised all Deliverables identified under base year SLINS 0001AA through 0001AC shall be required.

POP: TBD.

If this FFP CLIN is exercised all Deliverables identified under base year SLINS 0002AA through 0002AJ shall be required.

POP: TBD.

If this FFP CLIN is exercised all Deliverables identified under base year SLINS 0003AA through 0003AE shall be required.

POP: TBD.

If this FFP CLIN is exercised all Deliverables identified under base year SLINS 0004AA through 0004AJ shall be required.

POP: TBD.

If this FFP CLIN is exercised all Deliverables identified under base year SLINS 0005AA through 0005AC shall be required.

POP: TBD.

If this FFP CLIN is exercised all Deliverables identified under base year SLINS 0006AA through 0006AH shall be required.

OPTION PERIOD FOUR

POP: 12 MONTHS FROM DATE OF EXERCISE

OPTION PERIOD 4 - This 12-month option period may be exercised in accordance with FAR 52.217-9, Option to Extend the Term of the Contract (MAR 2000). Work shall not commence until, and unless, a formal modification is issued by the Contracting Officer. If exercised, this option shall commence immediately after expiration of option period three.

POP: TBD

If this FFP CLIN is exercised all Deliverables identified under base year SLINS 0001AA through 0001AC shall be required.

POP: TBD.

If this FFP CLIN is exercised all Deliverables identified under base year SLINS 0002AA through 0002AJ shall be required.

POP: TBD.

If this FFP CLIN is exercised all Deliverables identified under base year SLINS 0003AA through 0003AE shall be required.

POP: TBD.

If this FFP CLIN is exercised all Deliverables identified under base year SLINS 0004AA through 0004AJ shall be required.

POP: TBD.

If this FFP CLIN is exercised all Deliverables identified under base year SLINS 0005AA through 0005AC shall be required.

POP: TBD.

If this FFP CLIN is exercised all Deliverables identified under base year SLINS 0006AA through 0006AH shall be required.

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B.4 PERFORMANCE WORK STATEMENT

DEPARTMENT OF VETERANS AFFAIRS

Office of Information & Technology Talent Management Office

Customer Service Improvement (CSI) Program

Date: 3/5/2019

TAC-19-54402

PWS Version Number: 1.6

1.0 BACKGROUND

Talent Management Office (TMO), which is within the Information and Technology (IT) Resource Management (ITRM) division of the Office of Information and Technology (OI&T) focuses on recruiting the right people, building their capabilities, and improving the effectiveness of OI&T organization to serve our internal customers in Veterans Health Administration (VHA), Veterans Benefits Administration (VBA), National Cemetery Administration (NCA), and the corporate staff offices. To research and improve IT products and services that affect our customers’ effectiveness and efficiency in serving Veterans, TMO operates a Customer Service Improvement (CSI) Program, which includes functions such as measurement of customer satisfaction, customer site visits and engagement, customer service improvement activities, analysis of quantitative and qualitative data, communication, and data analytics, research, and reporting. The CSI program consists of the following program areas:

1. Customer Satisfaction Measurement and Reporting

a. Annual Customer Satisfaction Survey

b. Customer Segment Surveys

c. Site Visits and Customer Interviews

2. Customer Service Improvement

a. Customer Issue Management

b. Identify and Promulgate Best Practices

3. Customer and OI&T Communication

a. Develop, Design, and Publish Materials

b. Manage Customer Service Awards

4. Net Promoter Score Measurement

5. Data Analytics and Research

a. Website and SharePoint Management

b. Dashboards

c. Customer Service Data Analytics and Research

d. TMO Data Analytics and Research

e. ServiceNow Data Analytics and Research

The CSI Program applies a holistic approach to collecting and analyzing customer feedback, recommending and implementing new service improvements based on that feedback, and communicating the findings and best practices to OI&T leadership and employees. The CSI Program does this by providing a structured process for measuring, analyzing, identifying, and prioritizing customer services opportunities in order to better plan, fund, and implement informed improvements in OI&T customer service.

Customer Satisfaction Metrics contribute to CSI’s effort to drive IT customer satisfaction improvement throughout VA. The American Customer Satisfaction Index (ACSI) Structural Equation Modeling platform is the standard used by the Government since 2010 to calculate OI&T customer satisfaction. ACSI is the national indicator of customer evaluations of the quality of goods and services available to U.S. residents. ACSI has measured more than 100 programs of Federal Government agencies since 1999. This allows benchmarking between the public and private sectors and provides information unique to each agency on how its activities affect the satisfaction of customers. Since 2010, OI&T has been using ACSI methodology to measure VA’s IT customer satisfaction at the enterprise level as well as at the facility level and compare it against other Government and non-Government organizations. VA has chosen ACSI as its model to gauge VA customer satisfaction.

2.0 APPLICABLE DOCUMENTS

In the performance of the tasks associated with this PWS, the Contractor shall comply with the following:

1. 44 U.S.C. § 3541-3549, “Federal Information Security Management Act (FISMA) of 2002”

2. “Federal Information Security Modernization Act of 2014”

3. Federal Information Processing Standards (FIPS) Publication 140-2, “Security Requirements For Cryptographic Modules”

4. FIPS Pub 199. Standards for Security Categorization of Federal Information and Information Systems, February 2004

5. FIPS Pub 200, Minimum Security Requirements for Federal Information and Information Systems, March 2016

6. FIPS Pub 201-2, “Personal Identity Verification of Federal Employees and Contractors,” August 2013

7. 10 U.S.C. § 2224, "Defense Information Assurance Program"

8. Carnegie Mellon Software Engineering Institute, Capability Maturity Model® Integration for Development (CMMI-DEV), Version 1.3 November 2010; and Carnegie Mellon Software Engineering Institute, Capability Maturity Model® Integration for Acquisition (CMMI-ACQ), Version 1.3 November 2010

9. 5 U.S.C. § 552a, as amended, “The Privacy Act of 1974”

10. Public Law 109-461, Veterans Benefits, Health Care, and Information Technology Act of 2006, Title IX, Information Security Matters

11. 42 U.S.C. § 2000d “Title VI of the Civil Rights Act of 1964”

12. VA Directive 0710, “Personnel Security and Suitability Program,” June 4, 2010, http://www.va.gov/vapubs/

13. VA Handbook 0710, Personnel Security and Suitability Security Program, May 2, 2016, http://www.va.gov/vapubs

14. VA Directive and Handbook 6102, “Internet/Intranet Services,” July 15, 2008

15. 36 C.F.R. Part 1194 “Electronic and Information Technology Accessibility Standards,” July 1, 2003

16. Office of Management and Budget (OMB) Circular A-130, “Managing Federal Information as a Strategic Resource,” July 28, 2016

17. 32 C.F.R. Part 199, “Civilian Health and Medical Program of the Uniformed Services (CHAMPUS)”

18. An Introductory Resource Guide for Implementing the Health Insurance Portability and Accountability Act (HIPAA) Security Rule, October 2008

19. Sections 504 and 508 of the Rehabilitation Act (29 U.S.C. § 794d), as amended, January 18, 2017

20. Homeland Security Presidential Directive (12) (HSPD-12), August 27, 2004

21. VA Directive 6500, “Managing Information Security Risk: VA Information Security Program,” September 20, 2012

22. VA Handbook 6500, “Risk Management Framework for VA Information Systems – Tier 3: VA Information Security Program,” March 10, 2015

23. VA Handbook 6500.1, “Electronic Media Sanitization,” November 03, 2008

24. VA Handbook 6500.2, “Management of Breaches Involving Sensitive Personal Information (SPI)”, July 28, 2016

25. VA Handbook 6500.3, “Assessment, Authorization, And Continuous Monitoring Of VA Information Systems,” February 3, 2014

26. VA Handbook 6500.5, “Incorporating Security and Privacy in System Development Lifecycle”, March 22, 2010

27. VA Handbook 6500.6, “Contract Security,” March 12, 2010

28. VA Handbook 6500.8, “Information System Contingency Planning”, April 6, 2011

29. OI&T Process Asset Library (PAL), https://www.va.gov/process/ . Reference Process Maps at https://www.va.gov/process/maps.asp and Artifact templates at https://www.va.gov/process/artifacts.asp

30. One-VA Technical Reference Model (TRM) (reference at https://www.va.gov/trm/TRMHomePage.aspx)

31. VA Directive 6508, “Implementation of Privacy Threshold Analysis and Privacy Impact Assessment,” October 15, 2014

32. VA Handbook 6508.1, “Procedures for Privacy Threshold Analysis and Privacy Impact Assessment,” July 30, 2015

33. VA Handbook 6510, “VA Identity and Access Management”, January 15, 2016

34. VA Directive 6300, Records and Information Management, February 26, 2009

35. VA Handbook, 6300.1, Records Management Procedures, March 24, 2010

36. NIST SP 800-37 Rev 1, Guide for Applying the Risk Management Framework to Federal Information Systems: a Security Life Cycle Approach, June 5, 2014

37. NIST SP 800-53 Rev. 4, Security and Privacy Controls for Federal Information Systems and Organizations, January 22, 2015

38. OMB Memorandum, “Transition to IPv6”, September 28, 2010

39. VA Directive 0735, Homeland Security Presidential Directive 12 (HSPD-12) Program, October 26, 2015

40. VA Handbook 0735, Homeland Security Presidential Directive 12 (HSPD-12) Program, March 24, 2014

41. OMB Memorandum M-06-18, Acquisition of Products and Services for Implementation of HSPD-12, June 30, 2006

42. OMB Memorandum 04-04, E-Authentication Guidance for Federal Agencies, December 16, 2003

43. OMB Memorandum 05-24, Implementation of Homeland Security Presidential Directive (HSPD) 12 – Policy for a Common Identification Standard for Federal Employees and Contractors, August 5, 2005

44. OMB memorandum M-11-11, “Continued Implementation of Homeland Security Presidential Directive (HSPD) 12 – Policy for a Common Identification Standard for Federal Employees and Contractors, February 3, 2011

45. OMB Memorandum, Guidance for Homeland Security Presidential Directive (HSPD) 12 Implementation, May 23, 2008

46. Federal Identity, Credential, and Access Management (FICAM) Roadmap and Implementation Guidance, December 2, 2011

47. NIST SP 800-116 Rev 1, Guidelines for the Use of Personal Identity Verification (PIV) Credentials in Facility Access, June 2018

48. OMB Memorandum M-07-16, Safeguarding Against and Responding to the Breach of Personally Identifiable Information, May 22, 2007

49. NIST SP 800-63-3, 800-63A, 800-63B, 800-63C, Digital Identity Guidelines, June 2017

50. NIST SP 800-157, Guidelines for Derived PIV Credentials, December 2014

51. NIST SP 800-164, Guidelines on Hardware-Rooted Security in Mobile Devices (Draft), October 2012

52. Draft National Institute of Standards and Technology Interagency Report (NISTIR) 7981 Mobile, PIV, and Authentication, March 2014

53. VA Memorandum, VAIQ #7100147, Continued Implementation of Homeland Security Presidential Directive 12 (HSPD-12), April 29, 2011 (reference https://www.voa.va.gov/documentlistpublic.aspx?NodeID=514)

54. IAM Identity Management Business Requirements Guidance document, May 2013, (reference Enterprise Architecture Section, PIV/IAM (reference https://www.voa.va.gov/documentlistpublic.aspx?NodeID=514)

55. VA Memorandum “Mandate to meet PIV Requirements for New and Existing Systems” (VAIQ# 7712300), June 30, 2015, https://www.voa.va.gov/DocumentView.aspx?DocumentID=4846

56. Trusted Internet Connections (TIC) Reference Architecture Document, Version 2.2, Federal Interagency Technical Reference Architectures, Department of Homeland Security, June 19, 2017, https://www.dhs.gov/sites/default/files/publications/TIC_Ref_Arch_v2.2_2017.pdf

57. OMB Memorandum M-08-05, “Implementation of Trusted Internet Connections (TIC), November 20, 2007

58. OMB Memorandum M-08-23, Securing the Federal Government’s Domain Name System Infrastructure, August 22, 2008

59. VA Memorandum, VAIQ #7497987, Compliance – Electronic Product Environmental Assessment Tool (EPEAT) – IT Electronic Equipment, August 11, 2014 (reference Document Libraries, EPEAT/Green Purchasing Section, https://www.voa.va.gov/documentlistpublic.aspx?NodeID=552)

60. Sections 524 and 525 of the Energy Independence and Security Act of 2007, (Public Law 110–140), December 19, 2007

61. Section 104 of the Energy Policy Act of 2005, (Public Law 109–58), August 8, 2005

62. Executive Order 13834, “Efficient Federal Operations”, dated May 17, 2018

63. Executive Order 13221, “Energy-Efficient Standby Power Devices,” August 2, 2001

64. VA Directive 0058, “VA Green Purchasing Program”, July 19, 2013

65. VA Handbook 0058, “VA Green Purchasing Program”, July 19, 2013

66. Office of Information Security (OIS) VAIQ #7424808 Memorandum, “Remote Access”, January 15, 2014, https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28

67. Clinger-Cohen Act of 1996, 40 U.S.C. §11101 and §11103

68. VA Memorandum, “Implementation of Federal Personal Identity Verification (PIV) Credentials for Federal and Contractor Access to VA IT Systems”, (VAIQ# 7614373) July 9, 2015, https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28

69. VA Memorandum “Mandatory Use of PIV Multifactor Authentication to VA Information System” (VAIQ# 7613595), June 30, 2015, https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28

70. VA Memorandum “Mandatory Use of PIV Multifactor Authentication for Users with Elevated Privileges” (VAIQ# 7613597), June 30, 2015; https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28

71. “Veteran Focused Integration Process (VIP) Guide 3.1”, April 2018, https://www.voa.va.gov/DocumentView.aspx?DocumentID=4371

72. “VIP Release Process Guide”, Version 1.4, May 2016, https://www.voa.va.gov/DocumentView.aspx?DocumentID=4411

73. “POLARIS User Guide”, Version 1.9, March 2017, https://www.voa.va.gov/DocumentView.aspx?DocumentID=4412

74. VA Memorandum “Use of Personal Email (VAIQ #7581492)”, April 24, 2015, https://www.voa.va.gov/DocumentListPublic.aspx?NodeId=28

3.0 SCOPE OF WORK

The Contractor shall provide the resources necessary to accomplish the deliverables described in this PWS for professional, administrative, and programmatic services to support CSI initiatives, mission, and goals. The Contractor shall utilize ACSI Structural Equation Modeling platform for the completion PWS Section 5.2.1 and 5.5.

The Contractor shall provide management and consulting services that support the programmatic and administrative efforts of the CSI and its associated program areas. At a high level, the Contractor shall provide the CSI Program with the expertise and knowledge base to support the CSI activities necessary to accomplish OI&T customer satisfaction objectives. Expertise shall include data analysis experience using SAS, SPSS, R, and Tableau; qualitative research experience performing focus groups and customer interviews; communication experience in writing and designing newsletters, infographics, and training programs; and research experience in the area of customer relationship management. Expertise shall include data analysis experience using SAS, SPSS, R, and Tableau; qualitative research experience performing focus groups and customer interviews; communication experience in writing and designing newsletters, infographics, and training programs; and research experience in the area of customer relationship management.

4.0 PERFORMANCE DETAILS

4.1 PERFORMANCE PERIOD

The period of performance shall be 12 months from date of award, with four, 12-month option periods.

Any work at the Government site shall not take place on Federal holidays or weekends unless directed by the Contracting Officer (CO).

There are 10 Federal holidays set by law (USC Title 5 Section 6103) that VA follows:

Under current definitions, four are set by date:

If any of the above falls on a Saturday, then Friday shall be observed as a holiday. Similarly, if one falls on a Sunday, then Monday shall be observed as a holiday.

The other six are set by a day of the week and month:

4.2 PLACE OF PERFORMANCE

Tasks under this PWS shall be performed in VA facilities located at 810 and 811 Vermont Avenue NW, Washington, DC. Work may be performed at Contractor facilities and remote locations with prior concurrence from the Contracting Officer’s Representative (COR).

4.3 TRAVEL

The Government anticipates travel under this effort to perform the tasks associated with the effort, as well as to attend program-related meetings or conferences throughout the period of performance. Include all estimated travel costs in your firm-fixed price line items. These costs will not be directly reimbursed by the Government.

The total estimated number of trips in support of the program related meetings for this effort is eight for each performance period. Anticipated locations include the following, estimated at two days in duration for two travelers:

1. Miami, FL

2. Dallas, TX

3. San Diego, CA

4. Denver, CO

5. Boston, MA

6. Chicago, IL

7. Wichita, KS

8. Cheyenne, WY

Please note that this site list is projected and may require modification to alternate VA sites in the continental United States.

5.0 SPECIFIC TASKS AND DELIVERABLES

5.1 PROJECT MANAGEMENT

5.1.1 CONTRACTOR PROJECT MANAGEMENT PLAN

The Contractor shall deliver a Contractor Project Management Plan (CPMP) that lays out the Contractor’s approach, timeline and tools to be used in execution of the contract. The CPMP should take the form of both a narrative and graphic format that displays the schedule, milestones, risks and resource support. The CPMP shall also include how the Contractor shall coordinate and execute planned, routine, and ad hoc data collection reporting requests as identified within the PWS. The initial baseline CPMP shall be concurred upon and updated in accordance with Section B of the contract. The Contractor shall update and maintain the VA PM approved CPMP throughout the period of performance.

Deliverable:

A. Contractor Project Management Plan

5.1.2 REPORTING REQUIREMENTS

The Contractor shall provide the COR with Monthly Progress Reports in electronic form in Microsoft Word and Project formats. The report shall include detailed instructions/explanations for each required data element, to ensure that data is accurate and consistent. These reports shall reflect data as of the last day of the preceding month.

The Monthly Progress Reports shall cover all work completed during the reporting period and work planned for the subsequent reporting period. The report shall also identify any problems that arose and a description of how the problems were resolved. If problems have not been completely resolved, the Contractor shall provide an explanation including their plan and timeframe for resolving the issue. The report shall also include an itemized list of all Information and Communication Technology (ICT) deliverables and their current Section 508 conformance status. The Contractor shall monitor performance against the CPMP and report any deviations. It is expected that the Contractor will keep in communication with VA accordingly so that issues that arise are transparent to both parties to prevent escalation of outstanding issues.

A Progress Meeting shall be held monthly between the Contractor and the COR. This meeting shall review the latest Monthly Progress Report, discuss past discrepancies or deviations, and address the work planned for the next 30 days.

Deliverable:

A. Monthly Progress Report

5.2 CUSTOMER SATISFACTION MEASUREMENT AND REPORTING

The Contractor shall support the work of customer surveys, site visits and customer interviews, data analysis, and reporting related to customer service improvement in IT products and services.

5.2.1 ANNUAL CUSTOMER SATISFACTION SURVEY

CSI conducts the Annual Customer Satisfaction Survey during October and November of each year. The Contractor shall be responsible for developing the survey project plan, survey design, survey administration, data analysis, and reporting.

The annual survey shall cover customer satisfaction in all areas of products and services OI&T provides to VA employees and Contractors. The Contractor shall provide an Annual Survey Project Plan which includes:

1. Project Charter

1. Scope Statement

1. Project Schedule

1. Work Breakdown Structure

1. Change Control Plan

1. Risk Management Plan

1. Communications Plan

1. Resource Management Plan

1. Project Status Reports

1. Lessons Learned

The Contractor shall design and deliver the annual survey to approximately 500,000 VA employees and contractors with oversight and approval from the Government. Each email address in VA shall be provided a unique link to take the survey.

The Contractor shall provide a daily summary of email invitation data and response counts for the annual survey execution. Based on this information, the Contractor shall plan survey marketing efforts to increase responses at the site level to make it statistically significant by having a minimum of 30 responses for all sites with 100 or more employees.

Upon completion of the survey, the Contractor shall perform survey analysis, report the findings, and draft the Annual Customer Satisfaction Survey Report. The Government has identified an affinity group, which consists of similar organizations as OI&T, both public and private, that use ACSI for their customer satisfaction measurement. The Contractor shall research the ACSI of the affinity group companies and compare the VA trend against the affinity group. The Annual Customer Satisfaction Survey Report shall include:

1. Executive Summary

1. Introduction and Methodology

1. Response Frequency by VA administration and site

1. Modeled variable analysis

1. ACSI Results – enterprise level, administration level, and facility level

1. Driver and impact analysis

1. Non-modeled areas analysis

1. Comparisons of score among different demographics

1. Job Role Level Results

1. Appendices

9. Daily email invites and response rate

9. Affinity Group score

9. Other Appendix as requested

To evaluate and institutionalize repeatable processes to improve efficiency and reduce costs, the Contractor shall develop and update Standard Operating Procedures (SOPs) for the annual Customer Satisfaction Surveys.

Deliverables:

A. Annual Survey Project Plan B. Annual Customer Satisfaction Survey Report C. Customer Satisfaction Surveys SOP

5.2.2 CUSTOMER SEGMENT SURVEYS

The CSI Program supports customer organizations and OI&T leadership to collect and analyze customer feedback data. To this end, the Contractor shall develop, administer, and analyze small targeted customer segment surveys to collect data on specific products and services. The Government expects to conduct one such survey per month, each survey targeting 1,000 respondents. The Contractor shall develop the survey using SurveyMonkey or a similar online platform licensed by VA, create survey links, administer the survey, and extract the data and generate reports. The Contractor shall develop Monthly Customer Segment Survey Reports summarizing Customer Segment Surveys administered including objectives and findings.

Deliverable:

A. Monthly Customer Segment Survey Report

5.2.3 SITE VISITS AND CUSTOMER INTERVIEWS

The Contractor shall provide support for CSI Program site visits and customer interviews/engagements. The Government will identify eight sites for travel per year based on survey results and other factors. For each site visit, the Contractor shall supply two qualitative researchers who will travel to the site and conduct focus groups, structured interviews, group interviews, and customer shadowing. At each site, there will be multiple interviews and shadowing with the leadership team and staff members. Each site visit shall span up to two days depending on the number of interviews scheduled. Some of the site visits may involve visiting multiple facilities within the same locality.

The Contractor shall be responsible for the logistics planning and administrative support for the site engagements. The Contractor shall coordinate with the Government to draft, evaluate, validate, and periodically update interview questions and methodology.

After each site visit the Contractor shall draft a Site Engagement Report which shall include the following:

1. Facility Overview

1. Summary of Interviews

1. Positive…