36C10D21Q0010_2.docx

36C10D21Q0010

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. ADDENDA

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. SIGNATURE 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

VA

101-21-1-5814-0003 36C10D21Q0010 12-21-2020 Paul Luetke 267-760-3322 12-28-2020 15:00

EST

00101 Department of Veterans Affairs Veterans Benefits Administration Office of Acquisition 1800 G. Street N.W.

Washington DC 20006 X X 541820 $16.5 Million Net 30 Days N/A X 00101 Department of Veterans Affairs Veterans Benefits Administration Office of Field Operations 1800 G. Street N.W.

Washington DC 20006 00101 Department of Veterans Affairs Veterans Benefits Administration Office of Acquisition 1800 G. Street N.W.

Washington DC 20006

Reference PWS:

15.0 PAYMENT PROCEDURES

202-632-8974 See CONTINUATION Page Contractor shall provide Virtual Teletown Hall Support servives for the Veterans Benefits Administration in accordance with the Performance Work Statement.

Quoter’s must submit required documents, Part 1 thru 4 Listed in Section E.5 Para. “Quote Preparation Instructions” To be considered responsive.

Only verified SDVOSBs in the VIP database when a quote is submitted and at the time of contract award will be considered for award and unverified firms will be considered non-responsive and ineligible for award.

The NAICS for this Procurenment is 541820.

See CONTINUATION Page 101-3690151-5894-304000-2580 020010000 X Table of Contents

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.1 CONTRACT ADMINISTRATION DATA

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

a. CONTRACTOR:

b. GOVERNMENT: Contracting Officer 36C10D Department of Veterans Affairs Veterans Benefits Administration Office of Acquisition 1800 G. Street N.W.

Washington DC 20006

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.

Reference PWS:

15.0 PAYMENT PROCEDURES

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

36C10D21Q0010

Page 1 of Page 1 of

B.2 PERFORMANCE WORK STATEMENT

VIRTUAL TELETOWN HALL (TTH) TELECONFERENCE OUTREACH

1.0 INTRODUCTION

The Department of Veterans Affairs (VA) Veterans Benefits Administration (VBA) is seeking Contractor services to support VBA's teleconference outreach strategy to support VBA’s three priorities: 1) Provide Veterans (and survivors, family members and service members where applicable) with the benefits they have earned in a manner that honors their service, 2) Ensure we are strong fiscal stewards of the money entrusted to us, and 3) Foster a culture of collaboration.

Key communications, outreach, and areas of focus may include any of VBA’s programs and services, including but not limited to those administered under the Office of Transition and Economic Development, Education Service, Compensation Service, Pension and Fiduciary Service, Loan Guaranty Service, Insurance Service, Appeals Management Office, Vocational Rehabilitation and Employment, and the Office of the Under Secretary for Benefits. VBA's outreach programs and activities are designed to ensure that important benefit information is provided to the right person at the right time and in the right way to improve ease of access and put Service members, Veterans, and their family members in control of how, when, and where they wish to be served.

VA requires an outreach contract to meet statutory requirements under Title 38 U.S.C. §6301, which requires VA to proactively provide information to eligible Veterans and dependents and providing them with timely and appropriate assistance to assist them in understanding benefits and services so that they may achieve a rapid social and economic transition to civilian life and obtain a higher standard of living for themselves and their dependents.

In its communications and outreach to various targeted populations, VBA strives to maximize the integration and efficient coordination of outreach activities, messaging, and materials to improve information flow, service delivery, and ultimately improve the experience of Veterans interacting with VA.

2.0 BACKGROUND

VBA’s outreach mission is operating in a period of rapid change. VA is serving a shrinking, but increasingly diverse population of Veterans. Public expectations about VA access and customer service is at the forefront of public dialogue. Furthermore, technological advances in all VBA benefit disciplines are changing the way VA communicates, learns, and interacts internally as an organization and externally with its partners and its customers. Current and future services must respond to these dynamic realities.

To enhance the Veteran experience, VA requires an accessible approach to reach more Veterans where they live. Many Veterans live in areas with limited access to the Internet or with a limited skill set in terms of emerging technologies. Many refer to the relative inequality between those who have more and less access to bandwidth as the “digital divide.” The VA will attempt to overcome the hurdles associated with the digital divide by entering into a contract that provides virtual teletown hall teleconference (TTHs) services that respond to the concerns of Veterans. The TTHs will be hosted by senior leadership from the Department of Veterans Affairs with program management, technical support, in-call staffing, text message push notification services, media engagement support, analysis, and reporting provided by the Contractor.

3.0 SCOPE

The Contractor shall provide all resources necessary to accomplish the work and produce the deliverables in the Performance Work Statement (PWS). The Contractor shall support the delivery of TTHs for unique Veteran target markets by state or as nation-wide events. The Contractor shall provide specific deliverables to include call lists of Veterans that are scrubbed through the National “Do Not Call” registry. The Contractor will engage with local and national news outlets for each event to include scheduling and coordinating radio, TV, newspaper, magazine or virtual online interviews. The Contractor shall also provide TTH scripts to support the TTHs in addition to talking points to support senior leaders for media engagements. Actual teleconference events require back end support to include technical support staff with the ability to immediately respond and resolve issues before and during each event. The Contractor shall provide a designated crisis support staffer with expertise in all technical aspects of the platform used to run the events. To maximize the sharing of information to the public, the Contractor shall provide services to send text message notifications to mobile phone teleconference event participants following select TTHs identified by the Government. Additionally, the Contractor shall provide audio recordings of each event as well as detailed analytics reports for each call to include the names and phone numbers of everyone who asked a question, how many people attended each event, how many questions were recorded, audio recordings of each question recorded, and the cumulative and overall numbers for each category listed here. The Government requires recordings and analytics reports for each event.

4.0 PERFORMANCE DETAILS

4.1. Period of Performance: The period of performance shall be a 3-month base period and (4) 3-month option periods.

4.2. Place of Performance: All work shall take place at the Contractor's facility(ies) with the exception of mandatory in-person meetings located at 1800 G Street NW in Washington, D.C. Travel to mandatory in-person meetings is reimbursable in accordance with Section 5.0 of the PWS assuming that the Government preapproves the travel.

No documents may be transferred or communicated outside of the United States, and all work must be performed in the United States.

5.0 TRAVEL

Travel may be required in support of some of the deliverables in this contract. The government will reimburse travel up to but not to exceed $10,000 per contract period in accordance with Federal Travel Regulations. Each Contractor invoice claiming travel expenses should include copies of all receipts that support the travel costs claimed. Travel must be approved in advance by the Contracting Officer (CO) or the Contracting Officer Representative (COR) prior to the date of travel. Travel should be priced separately in the price schedule. Local travel within a 50-mile radius of VBA Headquarters in Washington, DC is considered the cost of doing business and will not be reimbursed. This includes travel, subsistence and associated labor charges for travel time. Travel performed for personal convenience and daily travel to and from work at VBA Headquarters or the Contractor’s facility will not be reimbursed. Travel, subsistence, and associated labor charges for travel time for travel beyond the 50-mile radius of VBA Headquarters will be authorized on a case-by-case basis for mission requirements and must be approved by the CO or COR. All reimbursable travel must be preapproved by the CO or COR.

6.0 SPECIFIC TASKS AND DELIVERABLES

6.1. General Requirements

The following general requirements apply:

1) All written deliverables will be in plain language. Statistical and other technical terminology will not be used without providing a glossary of terms.

2) Where a written milestone deliverable is required in draft form, the Contractor will deliver the product within five business days, or otherwise mutually determined by the parties without sacrificing quality. VBA will complete their review of the draft deliverable no later than five business days from the date of receipt. The Contractor shall have three business days to deliver the final deliverable from date of receipt of the government's comments.

3) A Work Breakdown Structure, Project Schedule, and Risk and Issue Management Plan will be supplied to the Government within 10 days of contract award. This effort and referred to as the Project Management Plan under Task One.

6.2. Specific Mandatory Task and Associated Deliverables

Description of Task and Associated Deliverables: The Contractor shall provide the specific deliverables described below within the performance period stated in Section 4.1 of this PWS.

6.2.1. Task One: Project Management Plan: The Project Management Plan is a detailed calendar of events that lists the dates and times of each planned engagement to include a list of the staff that will be on hand, identified by role. The plan shall explain how the system utilized for these events will work, who the team working on the events will be (identified by role), and a calendar of events concurrent with the agreed upon pricing for each item. The plan submitted shall satisfy the points of the contract as well as stay within the limits of expenditure as defined by the contract. The level of outreach in terms of the number of Veterans the VA attempts to reach is at the discretion of the VA within the parameters of the contract.

6.2.1.1. Task One Deliverables - CLIN 0001:

Deliverable: Project Management Plan

6.2.2. Task Two: Project Management Services: The Contractor shall host weekly meetings regarding the quality and performance of each engagement and generally stay on task with all deliverables as defined in this work statement. The Contractor shall provide dedicated support and availability to address items and concerns as they arise. Weekly meetings to be coordinated by the Contractor with staff from VBA.

6.2.2.1 Task Two Deliverables - CLIN 0002:

Deliverable: Project management via non-personal services to include weekly meetings and deliverable coordination.

6.2.3. Task Three: Media Engagement Support: The Contractor will engage with local and national news outlets for each event to include scheduling and coordinating radio, TV, newspaper, magazine or virtual online interviews. The Contractor shall secure and ensure completion of 5 to 15-minute interviews to support content ranging from publicizing TTH Topics to highlighting how VBA is proactively engaging with Veterans to improve their overall customer experience.

As part of the Media Engagement Support, the Contractor shall:

· Provide Media Pitch Support: The Contractor shall develop media pitch materials that outline VBA’s good news story to send to media outlets across a variety of media platforms that include, but are not limited to, radio, TV, newspaper, magazine, or virtual online interviews.

· Provide Media Stakeholder Engagement Support: The Contractor shall be responsible for coordinating all end-to-end logistics, communications, and booking of interviews with all media points of contact throughout the media tour lifecycle from the initial submission of the media pitch through the day-of coordination, to any follow up action items as necessary to close out the media engagement.

· Provide Media Talking Point Development Support: The Contractor shall be responsible for talking point development for each secured interview and shall provide these talking points to the Government ahead of time for approval.

6.2.3.1. Task Three Deliverables - CLIN 0003:

Deliverable: Project management via non-personal services to include interview logistics support and media engagement talking points.

6.2.4. Task Four: Bulk Order of Automated Call Invitations: The Contractor’s system will call out to the Veteran lists created in Task Three. The platform must allow the caller’s host to make a message to be heard by each Veteran. The system must provide a defined functionality to make a recording for each Veteran who receives a dial out to hear a message from the VBA that welcomes the Veteran to opt into the call. The message will play prior to opting into the call. A standing call-in number shall also be provided to designated VBA staff. The VBA will preapprove the number of calls that are attempted and the Contractor shall invoice the VA for the actual number of calls attempted as priced in this task.

6.2.4.1. Task Four Deliverable – CLIN 0004:

Deliverable: Attempted calls to Veterans to be allocated at the Government’s discretion for each event.

6.2.5. Task Five: Individual Event Technical, Coordination, Staffing, and Execution: A list of technical staff with their roles clearly defined shall be provided. Each individual event will be coordinated by the 15th of each month for the following month and each event will be executed from beginning to end for the duration of 1 hour. The Contractor shall provide all necessary back end support to include technical support staff with the ability to immediately respond and resolve issues before and during each event. A platform manager shall be on the call to handle errors with the system when needed. A communications advisor will be present to advise on messaging and generate reports after each call. The Contractor shall provide a designated crisis support staffer with expertise in all technical aspects of the platform used to run the events. Each event should be executed to its planned completion and provide full system functionality for the duration of each call. A successful event is defined as full system functionality for the duration of each individual event.

6.2.5.1 Task Five Deliverable – CLIN 0005:

Deliverable: Successfully completed event in the agreed upon time frame

6.2.6. Task Six: Individual Event Audio Recording: A full audio recording will be made available for each event and delivered with the Analytics report, no later than 6 hours after each event.

6.2.6.1. Task Six Deliverables – CLIN 0006: Audio Recording

Deliverable: Individual audio recording provided in an acceptable format on per event basis

6.2.7. Task Seven: Analytics Reporting: A full report including the name, phone number and recording of each question shall be delivered to include a spreadsheet and back end access to the system’s recording tools that create reports on metrics in the following categories:

· Overall number of attendees

· How many voicemails left

· How many call outs were performed

· How many people stayed on the call for at least 1 minute

6.2.7.1. Task Seven Deliverable – CLIN 0007: Analytics Reporting Deliverable: Individual event analytics report on a per event basis

6.2.8 Task Eight: Text-Out Support: The Contractor shall provide text message notifications to mobile phone teleconference event participants and include relevant, follow-up information about more resources from VA and other Federal entities as appropriate. For example, if the Government hosts a teleconference event about vaccines and VA healthcare during the pandemic, the Contractor shall be responsible for sending text message notifications to mobile phone teleconference event participants within 24 hours after the event with pertinent information to increase awareness of available resources. The Contractor shall obtain approval from the Government regarding the text message content and the volume allocation of the text messages will be distributed according the Government’s desired timing.

As part of the Text-Out Support, the Contractor shall:

· Provide Text-Out Message Development Support: The Contractor shall provide a draft of the text-out notification message content for the Government’s review and approval at least 24 hours in advance of the teleconference event.

· Provide Text-Out Screening Support: The Contractor shall conduct text-out screening and ensure that the TTH participant list is scrubbed for known landlines, duplicate, or bad numbers that are deemed incompatible with receiving text message notifications.

· Provide the Text-Out Volume Assessment: The Contractor shall provide a short, written statement identifying the total text-out volume and summarize the results of the text-out screening support analysis. The Contractor shall obtain the Government’s approval prior to sending out the text-out notifications.

6.2.8.1. Task Eight Deliverable – CLIN 0008: Text-Out Support Deliverable: Text message notifications to eligible TTH participants with messaging content and volumes to be allocated at the Government’s discretion over the life of the contract.

7.0 REPORTING REQUIREMENTS

7.1 Deliverable Format/Acceptability

Unless otherwise directed by the CO or the COR in writing, all deliverables shall be submitted to the Office of the Under Secretary COR. For each TTH, the Contractor shall obtain written approval from the Government in advance of execution for, but not limited to, the following:

· Volume of Media Engagement Interviews (CLIN 0003)

· Volume of Bulk Order of Automated Call Invitations (CLIN 0004)

· Volume of Text-Outs (CLIN 0008)

· Text Message Notification Content (CLIN 0008)

If requested, the Contractor shall be responsible for providing the number of hardcopy deliverables to the COR for each submittal. The Contractor shall be paid for completed deliverables submitted in accordance with agreed-upon delivery dates and accepted by the COR. Acceptability criteria are provided in section 8.0. All deliverables must be compliant with Section 508 of the Rehabilitation Act of 1973 (1998 Amendments) according to the requirements for each such deliverable.

7.2 File Formats

Graphics must be in an acceptable format accessible through the VA network and firewall. The COR will provide guidance (upon request) on acceptable formats at the time of the project, as IT systems frequently change. Graphic standards dictating certain artistic choices may arise during the course of this contract, imposed by policy at the VA Department level. These standards may apply to logos, colors, and other design elements. The Contractor must be prepared to adapt for new projects at that point forward to accommodate these Departmental policies. If not implemented by the time of the award of this contract, the VA Graphics Standards policy in draft form being considered for adoption can be provided by the COR at the commencement of work as informal guidance.

7.3 Electronic Delivery of Materials

Due to limitations of VA's mail gateway and mailbox size restrictions, files more than 2 MB shall be delivered via a file-sharing service such as box.net and remain available for the Government to download for no less than 14 days after the first working day on which notice of the file's location is emailed to the COR and Government Project Manager. This requirement shall apply to all materials identified anywhere in this Performance Work Statement.

Files submitted for review shall be delivered in pdf format sized for printing on 8.5 x 11-inch paper. Narrative text documents may be provided in Word or pdf format. When production of materials has been completed as evidenced by Government final approval, regardless of whether or not an attendant campaign is under way, within a week after approval, Contractor shall furnish the Government copies as follows:

Any files identified above shall also be provided in their original, modifiable native file format (e.g., InDesign, Photoshop, Adobe Illustrator, etc.). Other files shall be provided as follows: for straight text, Word; for video, dv versions; and for audio, .mp3 or .aiff versions. All pieces shall be provided at highest resolution or quality available. Nothing in this section shall supersede format requirements identified in a Work Order and shall be additive to said requirements.

For any material not covered above, Contractor shall furnish all such material in progress under the same conditions at least two weeks before the expiration of the contract.

7.4 Deliverable Schedule

The Contractor shall complete each deliverable by the delivery date specified by the official notification of task in meeting or email by authorized VA personnel (includes COR, CO, project manager, senior VA leaders), task order (if available), or the date assigned by the government after notification provided for services outlined in the PWS. VBA will provide as much notice as possible to achieve the task, and the Contractor will respond within a business day regarding their ability to meet the timeline. Imposed deadlines will meet generally accepted industry standards.

If for any reason the schedule time for a deliverable cannot be met, the Contractor is required to explain why (include the original deliverable due date) in writing to the COR, including a firm commitment of when the work shall be completed. This notice to the COR shall cite the reasons for the delay and the impact on the overall project. The COR will then work with Contractor and parties involved, or notify the CO. If the CO is notified, the CO will then review the facts and issue a response in accordance with applicable regulations.

8.0 EXPECTED OUTCOMES OF DELIVERABLES

The Government’s goal is to ensure that the teleconference outreach efforts result in specific outcomes. The Government shall use generally accepted industry standards to determine whether the performance standards/service levels have been met. If the Contractor has not met the minimum requirements, it may be asked to develop a corrective action plan to show how and by what date it intends to bring performance up to the required levels. The Contractor is responsible for management and quality control actions to meet the terms of the contract. The role of the government is quality assurance to ensure contract standards are achieved. The table below provides a framework for how the Government will ensure that the deliverables align with the desired outcomes:

Project Management Plan

CLIN 0001

Project Management Services

CLIN 0002

Media Engagement Support

CLIN 0003

Bulk order of automated call invitations allocated at the Government’s discretion to each event

CLIN 0004

Individual event technical, coordination, staffing, and execution on a per event basis

CLIN 0005

Individual event question audio recording on a per event basis

CLIN 0006

Individual event analytics report and recording on a per event basis

CLIN 0007

Text-Out Support

CLIN 0008

Travel

Optional CLIN 0009

The contracting officer’s representative (COR) is designated in writing by the CO to act as his or her authorized representative to assist in administering a contract. COR limitations are contained in the written appointment letter. The COR is responsible for technical administration of the project and ensures proper government surveillance of the Contractor’s performance. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the government’s behalf. Any changes that the Contractor deems may affect contract price, terms, or conditions shall be referred to the CO for action. The COR will have the responsibility for completing documentation used to record the inspection and evaluation of the Contractor’s work performance. Government surveillance may occur under the inspection of services clause for any service relating to the contract.

9.0 ADMINISTRATIVE REQUIREMENTS

The Contractor shall complete standard administrative tasks (e.g. background investigation forms, staff roster, mandatory training) as outlined in the base contract and task order. For every task, the Contractor shall identify in writing all necessary subtasks (if any), associated costs by task, together with associated sub milestone dates. The Contractor's subtask structure shall be reflected in the proposal and detailed project management plan (PMP).

The Contractor shall meet with designated VBA staff upon request and for the allocated time determined by the COR at a location determined by VBA staff to determine the scope of the project and the specific needs of the agency. Meeting minutes will be required to the Government POC within two weeks. The Contractor shall follow VBA procedures for requesting access to VBA subject matter experts (SME) and any other required VBA personnel, so that VBA can provide these resources. The Contractor shall coordinate closely with the COR for VBA personnel requirements. Contractor meeting requests shall be submitted at least two weeks before any proposed dates. For all planned actions in the request, the following shall be submitted:

o Number and type of VBA personnel required o Hours required o Dates required o Activity supported o Location of activity

10.0 GENERAL INFORMATION

The Contractor shall demonstrate a quality assurance program to ensure all deliverables meet quality requirements. The Contractor shall take corrective action when any task associated with the order is found deficient or substandard. The cost of correction is to be borne by the Contractor.

11.0 PERSONNEL

11.1 Key Personnel

Certain skilled, experienced professional and/or technical personnel are essential for accomplishing the work to be performed. These individuals are defined as "Key Personnel" and are those persons whose resumes were submitted and marked by the Contractor as "Key Personnel" under the technical Capability Management Approach factor. Substitutions shall only be accepted if in compliance with the "Substitution of Key Personnel" provision identified below.

Key Personnel for this requirement are noted below:

- Program Manager: Must possess at least seven years of Project/Program Management experience with complex communications programs. A Project Management Institute Project Management Professional certification or relevant bachelor’s degree is required. Contractor may work from Contractor site.

- Platform Manager: The technical expert that will serve as the liaison between support staff and VBA staff. The platform manager must possess working knowledge of the sensitivities regarding Veterans, PTSD and the potential for self-harm.

- Crisis Manager: Must possess full working knowledge of the entire system used for the events and be able to overcome problems with the system’s functionality before and during each event. This individual does not have to be specifically designated to each event but the Contractor must provide, on-demand access as issues with the system arise before or during each event.

- Communications Advisor: On hand during each call to provide support and to complete messaging analysis after each event.

The Contractor is encouraged to outline extra technical staff that will be available for each call. The Contractor must possess the ability to call on extra technical staff should there be a problem with the system before or during each event. The support staff should be outlined in the Contractor’s response via a basis of effort/mix of labor matrix that includes the proposed labor categories and the number of labor hours/personnel proposed to meet the intent of the PWS. Unlike key personnel, resumes for supporting staff are not required. The mix of labor and proposed level of effort will be evaluated as part of the technical evaluation.

11.2 Substitution of Key Personnel

All Contractor requests for approval of substitutions hereunder shall be submitted in writing to the COR, or Authorized Designee, and the CO at least fifteen calendar days in advance of the effective date, whenever possible, and shall provide a detailed explanation of the circumstances necessitating the proposed substitution, a complete resume for the proposed substitute, and any other information requested by the CO necessary to approve or disapprove the proposed substitution. New personnel shall not commence work until all necessary security requirements have been fulfilled and resumes provided and accepted. The COR and the CO will evaluate such requests and promptly notify the Contractor of approval or disapproval in writing. Any substituted personnel shall have the equivalent or better qualifications as stated in the PWS than the personnel they may replace, subject to VA review and approval.

12.0 PAST PERFORMANCE

Interim and final Contractor performance reports will be prepared on this contract in accordance with FAR46. The final performance report will be prepared at the time of completion of work.

Interim and final reports will be provided to the Contractor as soon as practicable after completion. The Contractor will be permitted thirty days to review the document and to submit additional information or a rebutting statement. Any disagreement between the parties regarding a report will be referred to the CO, whose decision will be final. Copies of the reports, Contractor responses, and review comments, if any, will be retained as part of the contract file, and it may be used to support future award decisions.

13.0 CONTRACTING OFFICER REPRESENTATIVE (COR)

Performance of work under this contract is subject to the technical direction of the COR. The term “technical direction” includes, without limitation, direction to the Contractor that directs or redirects the labor effort, shifts the work between work areas or locations, and/or fills in details and otherwise serves to ensure that tasks outlined in the contract are accomplished satisfactorily.

Technical direction must be within the scope of the contract specification(s)/work statement. The COR does not have authority to issue technical direction that:

(1) Constitutes additional work outside the contract specification(s)/work statement;

(2) Constitutes a change as defined in the “Changes” clause of this contract;

(3) Causes an increase or decrease in the contract price, or the time required for contract performance;

(4) Changes any of the terms, conditions, or specification(s)/work statement of the contract;

(5) Interferes with the Contractor's right to perform under the terms and conditions of the contract; or

(6) Directs, supervises or otherwise controls the actions of the Contractor's employees.

Technical direction may be oral or in writing. The Contractor shall proceed promptly with performance resulting from the technical direction issued by the COR. If, in the opinion of the Contractor, any direction of the COR or the designated representative falls within the limitations of above, the Contractor shall immediately notify the Contracting Officer no later than the beginning of the next Government workday.

14.0 CONFIDELITY AND NONDISCLOSURE

The preliminary and final deliverables and all associated working papers and other material deemed relevant by the VA which has been generated by the Contractor in the performance of this task order are the exclusive property of the U.S. Government and shall be submitted to the COR at the conclusion of the task order.

The CO will be the sole authorized official to release verbally or in writing, any data, the draft deliverables, the final deliverables, or any other written or printed materials pertaining to this task order.

No information shall be released by the Contractor. Any request for information relating to this task order presented to the Contractor shall be submitted to the CO for response.

Press releases, marketing material or any other printed or electronic documentation related to this project, shall not be publicized without the written approval of the CO.

15.0 PAYMENT PROCEDURES

Contractor instructions for OB10/Tungsten Network electronic invoice submission instructions regarding mandatory electronic submission for Austin payments.

Vendor Electronic Invoice Submission Methods:

Fax, Email and scanned documents are not acceptable forms of submission for payment requests.

Electronic form means an automated system transmitting information electronically according to the accepted data transmission below.

--VA’s Electronic invoice presentment and payment system – The Financial Service Center (FSC) uses a third-party Contractor, OB10 (Tungsten), to transition vendors from paper to electronic invoice submission. Please see OB10 contact information below to begin submitting electronic invoices, free of charge.

--A system that conforms to the X12 electronic data interchange (EDI) formats established by the Accredited Standards Center (ASC) chartered by American National Standards Institute (ANSI).

--The X12 EDI Web site (http://www.x12.org)

Vendor e-invoice Set-up information:

Please go to Website address listed below to create account and begin submitting your electronic invoices to the VA Financial Services Center in Austin, TX for payment processing.

http://www.tungsten-network.com/uk/en/veterans-affairs/

If you have questions about the e-invoicing program or OB10, please contact the OB10/TUNGSTEN TEAM for the FSC at the phone number(s) and/or website address listed below:

Tungsten Client Services Phone: 1-877-752-0900, Option 2 Email: VA.Registration@tungsten-network.com Tungsten Support Phone: 1/877-489-6135

B.3 PRICE/COST SCHEDULE

ITEM INFORMATION

Project Management plan IAW PWS 6.2.1 delivered within 10 days of date of award

Contract Period: Base POP Begin: 01-01-2021 POP End: 03-31-2021

Project management in accordance with (IAW) Performance Work Statement (PWS) 6.2.2

Media Engagement Support IAW PWS 6.2.3 - Not to Exceed (NTE) Value (Estimated Quantity)

Bulk order of automated call invitations allocated at the Government’s discretion to each event IAW PWS 6.2.4 - Not to Exceed (NTE) Value (Estimated Quantity)

Individual event technical, coordination, staffing, and execution on a per event basis IAW PWS 6.2.5 - - Not to Exceed (NTE) Value (Estimated Quantity)

Individual event question audio recording on a per event basis IAW PWS 6.2.6 - Not to Exceed (NTE) Value (Estimated Quantity)

Individual event analytics report and recording on a per event basis IAW PWS 6.2.7 - Not to Exceed (NTE) Value (Estimated Quantity)

Text-Out Support IAW PWS 6.2.8 - Not to Exceed (NTE) Value (Estimated Quantity)

Optional Travel CLIN IAW PWS 5.0 - NTE $10,000

Optional Media Engagement Support IAW PWS 6.2.3 - Not to Exceed (NTE) Value (Estimated Quantity) - Reference Option for Increased Quantity of Services listed below.

Optional Bulk order of automated call invitations allocated at the Government’s discretion to each event IAW PWS 6.2.4 - Not to Exceed (NTE) Value (Estimated Quantity) - Reference Option for Increased Quantity of Services listed below.

Optional Individual event technical, coordination, staffing, and execution on a per event basis IAW PWS 6.2.5 - Not to Exceed (NTE) Value (Estimated Quantity) - Reference Option for Increased Quantity of Services listed below.

Optional Individual event question audio recording on a per event basis IAW PWS 6.2.6 - Not to Exceed (NTE) Value (Estimated Quantity) - Reference Option for Increased Quantity of Services listed below.

Optional Individual event analytics report and recording on a per event basis IAW PWS 6.2.7- Not to Exceed (NTE) Value (Estimated Quantity) - Reference Option for Increased Quantity of Services listed below.

Optional Text-Out Support IAW PWS 6.2.8 - Not to Exceed (NTE) Value (Estimated Quantity) - Reference Option for Increased Quantity of Services listed below.

Project management in accordance with (IAW) Performance Work Statement (PWS) 6.2.2

POP Begin: 04-01-2021 POP End: 06-30-2021

Media Engagement Support IAW PWS 6.2.3 - Not to Exceed (NTE) Value (Estimated Quantity)

Bulk order of automated call invitations allocated at the Government’s discretion to each event IAW PWS 6.2.4 - Not to Exceed (NTE) Value (Estimated Quantity)

Individual event technical, coordination, staffing, and execution on a per event basis IAW PWS 6.2.5 - Not to Exceed (NTE) Value (Estimated Quantity)

Individual event question audio recording on a per event basis IAW PWS 6.2.6 - Not to Exceed (NTE) Value (Estimated Quantity)

Individual event analytics report and recording on a per event basis IAW PWS 6.2.7 - Not to Exceed (NTE) Value (Estimated Quantity)

Text-Out Support IAW PWS 6.2.8 - Not to Exceed (NTE) Value (Estimated Quantity)

Optional Travel CLIN IAW PWS 5.0 - NTE $10,000

Optional Media Engagement Support IAW PWS 6.2.3 - Not to Exceed (NTE) Value (Estimated Quantity) - Reference Option for Increased Quantity of Services listed below.

Optional Bulk order of automated call invitations allocated at the Government’s discretion to each event IAW PWS 6.2.4 - Not to Exceed (NTE) Value (Estimated Quantity) - Reference Option for Increased Quantity of Services listed below.

Optional Individual event technical, coordination, staffing, and execution on a per event basis IAW PWS 6.2.5 - Not to Exceed (NTE) Value (Estimated Quantity) - Reference Option for Increased Quantity of Services listed below.

Optional Individual event question audio recording on a per event basis IAW PWS 6.2.6 - Not to Exceed (NTE) Value (Estimated Quantity) - Reference Option for Increased Quantity of Services listed below.

Optional Individual event analytics report and recording on a per event basis IAW PWS 6.2.7 - Not to Exceed (NTE) Value (Estimated Quantity) - Reference Option for Increased Quantity of Services listed below.

Optional Text-Out Support IAW PWS 6.2.8 - Not to Exceed (NTE) Value (Estimated Quantity) - Reference Option for Increased Quantity of Services listed below.

Project management in accordance with (IAW) Performance Work Statement (PWS) 6.2.2

POP Begin: 07-01-2021 POP End: 09-30-2021

Media Engagement Support IAW PWS 6.2.3 - Not to Exceed (NTE) Value (Estimated Quantity)

Bulk order of automated call invitations allocated at the Government’s discretion to each event IAW PWS 6.2.4 - Not to Exceed (NTE) Value (Estimated Quantity)

Individual event technical, coordination, staffing, and execution on a per event basis IAW PWS 6.2.5 - Not to Exceed (NTE) Value (Estimated Quantity)

Individual event question audio recording on a per event basis IAW PWS 6.2.6 - Not to Exceed (NTE) Value (Estimated Quantity)

Individual event analytics report and recording on a per event basis IAW PWS 6.2.7 - Not to Exceed (NTE) Value (Estimated Quantity)

Text-Out Support IAW PWS 6.2.8 - Not to Exceed (NTE) Value (Estimated Quantity)

Optional Travel CLIN IAW PWS 5.0 - NTE $10,000

Optional Media Engagement Support IAW PWS 6.2.3 - Not to Exceed (NTE) Value (Estimated Quantity) - Reference Option for Increased Quantity of Services listed below.

Optional Bulk order of automated call invitations allocated at the Government’s discretion to each event IAW PWS 6.2.4 - Not to Exceed (NTE) Value (Estimated Quantity) - Reference Option for Increased Quantity of Services listed below.

Optional Individual event technical, coordination, staffing, and execution on a per event basis IAW PWS 6.2.5 - Not to Exceed (NTE) Value (Estimated Quantity) - Reference Option for Increased Quantity of Services listed below.

Optional Individual event question audio recording on a per event basis IAW PWS 6.2.6 - Not to Exceed (NTE) Value (Estimated Quantity) - Reference Option for Increased Quantity of Services listed below.

Optional Individual event analytics report and recording on a per event basis IAW PWS 6.2.7 - Not to Exceed (NTE) Value (Estimated Quantity) - Reference Option for Increased Quantity of Services listed below.

Optional Text-Out Support IAW PWS 6.2.8 - Not to Exceed (NTE) Value (Estimated Quantity) - Reference Option for Increased Quantity of Services listed below.

Project management in accordance with (IAW) Performance Work Statement (PWS) 6.2.2

POP Begin: 10-01-2021 POP End: 12-31-2021

Media Engagement Support IAW PWS 6.2.3…