Attachment G - PSI Sample TO - HOPAT_PWS_V1_Amendment 0001.pdf

PERFORMANCE WORK STATEMENT (PWS)

DEPARTMENT OF VETERANS AFFAIRS

Veterans Health Administration Office of Connected Care

Health Outreach, Public Awareness, Content Management, & Training (HOPAT) Support

Date: September 30, 2022 PWS Version Number: 1

HOPAT

Contents

1.0 BACKGROUND

2.0 INHERENTLY GOVERNMENTAL FUNCTIONS AND ORGANIZATIONAL

CONFLICTS OF INTEREST

3.0 SCOPE OF WORK

4.0 PERFORMANCE DETAILS

4.1 PERFORMANCE PERIOD

4.2 PLACE OF PERFORMANCE

4.3 TRAVEL

5.0 SPECIFIC TASKS AND DELIVERABLES

5.1 PROJECT MANAGEMENT

5.1.1 CONTRACTOR PROJECT MANAGEMENT PLAN

5.1.2 REPORTING REQUIREMENTS

5.2 OCC COMMUNICATIONS PROGRAM STRATEGIC SUPPORT

5.2.1 OCC COMMUNICATIONS AND TRAINING STRATEGY

5.2.2 OCC COMMUNICATIONS AND TRAINING CALENDAR

5.2.3 OCC COMMUNICATIONS PROGRAM SUPPORT SERVICES

5.3 TRAINING AND TRAINING MATERIAL DEVELOPMENT

5.3.1 TRAINING PLANS

5.3.2 TRAINING MATERIALS

5.3.3 ADDITIONAL TRAINING AND TRAINING MATERIAL DEVELOPMENT

SUPPORT (OPTIONAL TASK)

5.4 TRAINING MATERIAL CONTENT LIFECYCLE MANAGEMENT

5.5 OCC OUTREACH CAMPAIGNS

5.5.1 ADDITIONAL OUTREACH CAMPAIGN SUPPORT (OPTIONAL TASK) 16

5.6 STAKEHOLDER EDUCATION, TRAINING, AND OUTREACH PROGRAM .. 17

5.6.1 ON-SITE EDUCATION, TRAINING, AND OUTREACH EVENT SUPPORT

5.6.2 ON-SITE EDUCATION, TRAINING, AND OUTREACH EVENT

CREATION

5.6.3 ADDITIONAL ON-SITE EDUCATION, TRAINING, AND OUTREACH

EVENT SUPPORT (OPTIONAL TASK)

ADDITIONAL ON-SITE EDUCATION, TRAINING, AND OUTREACH

PROGRAM EVENT CREATION (OPTIONAL TASK)

5.6.4 19

5.7 OCC COMMUNICATIONS AND TRAINING WEBSITE SUPPORT

5.7.1 WEBSITE CONTENT DEVELOPMENT & DESIGN

5.7.2 WEBSITE DEVELOPMENT AND MAINTENANCE SUPPORT

5.7.3 WEBSITE CONTENT REVIEWS, WEBSITE ADMINISTRATION, AND

OCC WEBSITE TRAINING

5.7.4 MS SHAREPOINT SITE COLLECTION & ADMINISTRATION

5.8 SUPPORT SERVICES

5.8.1 EDITORIAL & COPY WRITING PRODUCTS

5.8.1.1 EDITORIAL AND COPY WRITING (OPTIONAL TASK)

5.8.2 GRAPHIC DESIGN PRODUCTS

5.8.2.1 ADDITIONAL GRAPHIC DESIGN SUPPORT (OPTIONAL TASK) .. 26

5.8.3 WEBINARS

5.8.3.1 ADDITIONAL WEBINAR SUPPORT (OPTIONAL TASK)

5.8.4 VIDEO SUPPORT

5.8.4.1 ADDITIONAL VIDEO SUPPORT (OPTIONAL TASK)

5.8.5 CONNECTED CARE NEWSLETTER

5.8.6 FOCUS GROUPS

ADDITIONAL FOCUS GROUP SUPPORT (OPTIONAL TASK)

5.8.6.1

6.0 GENERAL REQUIREMENTS

6.1 SECURITY AND PRIVACY REQUIREMENTS

6.1.1 POSITION/TASK RISK DESIGNATION LEVEL(S)

6.1.2 CONTRACTOR PERSONNEL SECURITY REQUIREMENTS

6.2 PERFORMANCE METRICS

6.3 GOVERNMENT FURNISHED PROPERTY

1.0 BACKGROUND

OCC is invested in providing education, training, and raising awareness of VHA existing and emerging connected care technologies among internal and external stakeholders, including Veterans, their caregivers, and VA providers and staff. In support of this goal, OCC has developed a broad education, training, and outreach platform through outreach campaigns; educational and training products; engagement events; and internal and external websites. The OCC Communications Program leverages this platform to implement targeted strategies designed to encourage user engagement, promote the value of VHA connected care technologies, and track a technology’s impact.

OCC is seeking Contractor support for outreach campaigns and events to promote VHA connected care technologies, print and digital communications and training services;

educational and training products; and internal and external website content development, maintenance, and content management.

2.0 INHERENTLY GOVERNMENTAL FUNCTIONS AND ORGANIZATIONAL

CONFLICTS OF INTEREST

The Contractor shall ensure that all work performed in support of the requirements of this task order (TO) shall comply with the following parts of the Federal Acquisition Regulation (FAR):

a) In accordance with (IAW) FAR Subpart 7.5, the Contractor shall not perform any inherently governmental function in its performance of this Task Order.

b) IAW FAR Subpart 9.5, the Contractor shall identify and report to VA any actual or potential conflict of interest that arises or may arise during its performance of this Task Order as that term is defined in FAR Subpart 9.5.

3.0 SCOPE OF WORK

The Contractor shall provide support for outreach, training, and web content management services, including the development of training, educational, and outreach products for VHA connected care technologies. Contractor-developed products shall include print and electronic materials and contain a combination of text and close-captioned multimedia products that are intended to raise awareness, train, and educate users on specific technologies. The Contractor shall provide integrated website and web content development services for five existing, and up to one new, internal and/or external Office of Connected Care website, and one Microsoft (MS) SharePoint site, supporting VHA connected care technologies. These services include website and MS SharePoint design, development, testing, and maintenance services, using the VA-owned content management systems (CMS) Drupal 8/9 and MS SharePoint.

If the mandated content management systems change throughout the Period of Performance (PoP) of this contract, then the Contractor shall be required to support the new CMS and the Government will provide access to the new CMS.

Additionally, the Contractor shall provide the following services in support of the OCC communications and training platform:

a) Editorial and copy writing

b) Graphic design

c) Webinar material development and logistical support

d) Professional video production

e) On-site and virtual outreach support for Veteran-facing events

f) Newsletter content development

g) Award program support

h) Focus groups

All materials shall conform to Section 508 of the Rehabilitation Act (29 U.S.C. ‘704 d), as amended by the Workforce Investment Act of 1998 (P.L.105-220) August 7, 1998.

The following attachment is supplemental to, and made a part of, this PWS:

a) Attachment 1, Contract Deliverables, summarizes the set of deliverables that will be provided under this TO.

4.0 PERFORMANCE DETAILS

4.1 PERFORMANCE PERIOD

The period of performance (PoP) shall be one year from date of Task Order award.

4.2 PLACE OF PERFORMANCE

Tasks under this PWS shall be performed at Contractor facilities. The Contractor shall identify the Contractor’s place of performance in their Task Execution Plan submission.

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 PoP. 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 program-related meetings and tasks for this effort is 22. Anticipated trip durations, locations, and number of personnel required are included in the Table One below:

Table 1, Base Task Travel Estimates

Location Estimated Trips in each Contract

Period

Estimated Duration at Destination

Number of Personnel Purpose

Washington, D.C. 2 2 days 3

Program-relegated meetings and conferences

Continental United States

(CONUS)

10 2 days 2

PWS

Section

5.6.1

CONUS 10 3 days 2

PWS

Section 5.6.2

The total estimated trips in support of optional tasks for this effort is 20. Anticipated trip durations, locations, and number of personnel required are included in Table Two below:

Table 2, Optional Task Travel Estimates

Location Estimated Trips in each Contract

Period

Estimated Duration at Destination

Number of Personnel Purpose

CONUS 10 2 days 2

PWS

Section

5.5.3 (Optional

Task)

CONUS 10 3 days 2

PWS

Section

5.6.4 (Optional

Task)

5.0 SPECIFIC TASKS AND DELIVERABLES

The Contractor shall perform the following:

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 Contractor shall update and maintain the VA Project Manager (PM) / Contracting Officer’s Representative (COR) approved CPMP throughout the PoP.

Deliverable:

A. Plan - 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.

Deliverable:

A. Report – Monthly Progress Report

5.2 OCC COMMUNICATIONS PROGRAM STRATEGIC SUPPORT

5.2.1 OCC COMMUNICATIONS AND TRAINING STRATEGY

The Contractor shall assist the Government in developing an overarching outreach, print, and digital OCC Communications and Training Strategy, based in Government and health care industry best practices, that focuses on VHA connected care technologies. The strategy shall detail methodologies for promoting and improving the education, training, and outreach of all major lines of OCC business to Veterans, caregivers, VA staff, and all additional stakeholders.

The OCC Communications and Training Strategy shall address, at a minimum, the following:

a) Encouraging Veteran and VA-provider adoption of VHA connected care technologies.

b) Consistent messaging and communications coordination across a multichannel outreach platform targeted towards diverse stakeholders.

c) Improving Veteran satisfaction and access to care.

d) Outreach campaign optimization and the use of predictive analytics in campaign planning.

e) Capitalizing on branding VA connected care technologies.

f) Social media strategy, planning, and key digital outreach techniques.

g) Creating an evolving VA-style for OCC web services and online platforms that ensures a consistent look and feel and a user-friendly experience.

h) Performing web site design, content management, web page updates, and search engine optimization.

i) Improving the training development process and increasing the efficacy and value of all connected care technology training.

j) Identifying, defining, and outlining key outreach channels and partners.

k) Defining and tracking key web analytics.

l) Complying with VA enterprise 508 and web services requirements.

Deliverable:

A. Presentation - OCC Communications and Training Strategy Presentation

5.2.2 OCC COMMUNICATIONS AND TRAINING CALENDAR

The Contractor shall create an OCC-wide Communications and Training Calendar that provides the development timeline, release/implementation dates, key milestones, and events for the OCC Communications Program. The calendar shall include, at a minimum, the following activities:

a) Outreach campaign development and implementation;

b) VHA connected care technology rollout plans for the ensuing year;

c) Training development and release;

d) On-site and virtual education, training, and outreach program events;

e) Website content creation and release, and;

f) Support services product development and release.

Once each communication and training project is planned, the Contractor shall enter details of each plan into the calendar. The Contractor shall update the Calendar on a weekly basis and deliver to the VA PM/COR for review and approval.

Deliverable:

A. Calendar - OCC Communications and Training Calendar

5.2.3 OCC COMMUNICATIONS PROGRAM SUPPORT SERVICES

Using Federal and industry best practices, the Contractor shall provide integrated support services for the OCC Communications Program. The Contractor shall:

a) Facilitate meetings, create agendas, and record minutes. These meetings are approximately one-hour in length, occur approximately two to three times a week, and may be specific to projects, campaigns, or websites; milestone reviews;

technical reviews; and/or routine/status discussions. Attendees include VA PMs and other VA Subject Matter Experts (SMEs). The Contractor shall provide Meeting Minutes after each meeting that includes a summary of the discussion as well as all action items resulting from the meeting and the party responsible for completing the action.

b) Monitor and track the completion of action items and assignments.

c) Coordinate and facilitate communication with other VA organizations, i.e. OI&T, as well as other VA contractors.

d) Review information requests received from senior leadership or OCC staff and draft technical and/or strategic responses. Responses may include formal or informal presentations to leadership and stakeholders. The Contractor shall gather materials and conduct research in support of drafting the response/presentation. Approximately two requests for information are conducted each week.

e) Coordinate, track, and document incoming OCC communications leadership requests, inquiries, including media requests and messages collected through the Connected Care email group. The Contractor shall also facilitate all responses.

Deliverables:

A. Meeting Agendas B. Meeting Minutes C. Reports – OCC Leadership Information Requests

5.3 TRAINING AND TRAINING MATERIAL DEVELOPMENT

The Contractor shall develop training plans and materials for VA connected care technologies and technology programs and deliver training to Veterans, their caregivers, and VA staff, as well as provide supplementary training resources and reference materials (e.g., podcasts, multimedia presentations, social media, news articles, scripts, and frequently asked questions (FAQs) for use during training and after the training is completed. VHA connected care technologies include VHA digital products developed, maintained, or operated by OCC.

Training plans shall include, at minimum, the following topics: Introduction; Target Audience; Contractor’s Resources, Goals, and Objectives; List of Training Materials, Training Strategies, and Tactics for Users at both the Independent and Support levels;

and Instructional Training Methods, including Expected Outcomes. An Appendix shall list all acronyms with definitions, and any other key terms. Training products shall comply with VA, VHA, and OCC branding and style; privacy guidelines and Section 508 requirements; and adhere to the Veterans Health Education Health Literacy standards for education material.

Complexity will vary among VHA connected care technologies and technology programs and fall into three anticipated categories: low, moderate, and high complexity, defined in Table 3 below.

Table 3, Training Complexity

Metric Complexity Level Comments High Moderate Low

System Connections

The technology has two or more system connections.

The technology has one system connection.

The technology has zero system connections.

Assessment of connections to external systems or data sources.

Generally, the more systems the technology connects with the higher the complexity.

User Familiarity (Concepts, Material, Content)

User needs training to understand new concepts, material, or content; more robust training material needed;

user has not used this system/ functional area as part of them everyday activities.

User needs training to refresh knowledge of the material, content, or concepts;

minor new conceptual functions may exist in a moderate complexity application.

Material is simple in nature or self-evident

Assessment of user familiarity.

Generally, if the technology contains simple or self-evident information then the complexity is significantly lower.

If the user needs training to understand new and/or difficult concepts the complexity is higher.

Target Demographic

A provider facing technology that has connections to multiple VA data sources or requires data entry into VA systems using difficult medical concepts or sub-specialties.

A provider facing technology that has a connection to a single VA data source, e.g., view only of patient information, using typical medical concepts.

- or – A Veteran facing

A stand-alone Veteran facing technology that is only informational with no connectivity or data entry into VA systems, using only basic medical concepts.

Assessment of the target demographic for the technology.

Generally, if the app is Veteran facing and informational in nature the complexity is significantly lower.

The complexity raises with provider facing technologies, the10ommunicatio

Metric Complexity Level Comments High Moderate Low technology that has a connection to a single VA data source, e.g.

view only of patient information, no data entry into VA systems, and potential data entry into a patient generated database.

n of difficult medical concepts, and/or connections to VA systems and data sources.

Patient Risk The technology enables data entry into VA systems and/or suggests a medical intervention.

The technology enables viewing of patient data extracted from VA systems, including Personal Health Information (PHI) – or – Personally Identifiable Information (PII) and/or the technology could potentially be used to make health care decisions.

The technology is informational in nature and does not enable data entry into VA systems.

Assessment of patient risk and patient safety.

Generally, if the technology does not lead to a medical decision, then the risk is significantly lower.

If the app’s purpose is to suggest an actual intervention, then the risk to the patient and the complexity of the technology is higher.

The Contractor shall develop training plans and materials for 2 high complexity, 20 moderate complexity, and 10 low complexity technologies and/or technology programs.

All training plans and materials shall be provided to the VA PM/COR for review and approval.

The Contractor shall develop the following for each technology and/or technology program:

5.3.1 TRAINING PLANS

The Contractor shall develop individual training plans for each VA connected care technology and/or technology program, at the complexity levels defined in PWS Section

5.3 above. The Contractor shall use a content development strategy that promotes user awareness and adoption of VA’s technologies. Each training plan shall address the technology’s intuitiveness, strategies, coach marks, visuals, training modality, and e-learning materials. Since technologies will be used by either the Veteran or the VA provider, both are considered “active users” who must learn how to effectively use the technology and its features. Training shall focus on single interactions experienced by the user as well as primary user tasks and atypical interactions.

Deliverable:

A. Training Plans

5.3.2 TRAINING MATERIALS

The development of training materials will depend on the complexity of the technology and/or technology program as identified in PWS Section 5.3 above.

For low complexity technologies/technology programs: The Contractor shall develop two training materials. Training materials will include:

a) At-a-Glance Document (1 -2 page summary of how to use the technology)

b) FAQs

For moderate complexity technologies/technology programs: The Contractor shall develop a set of six training materials. The training materials will include:

a) Quick Start Guide or At-a-Glance Document

b) FAQs

c) Help Desk Script

d) Training Announcement

e) PowerPoint Presentation

f) Instructional or How-To Video – OR -- Training video, i.e. recorded presentation and/or screen capture with voice over narration

For high complexity technologies/technology programs: The Contractor shall develop a set of eight training materials. The training materials shall include:

a) User Manual or Quick Start Guide

b) At-a-Glance Document

c) FAQs

d) Help Desk Script

e) Training Announcement

f) PowerPoint Presentation

g) Instructional or How-To Video – OR – Training video, i.e. recorded presentation and/or screen capture with voice over narration

h) Promotional video

These materials shall be developed in plain English and targeted for the user’s understanding. The Contractor shall update the appropriate VA training portal as new training products are produced. The Contractor shall utilize VA-owned Drupal, Blackboard, MS SharePoint, and/or VA Talent Management System (TMS) templates, as appropriate, to post and launch newly developed training materials to the appropriate training portal. All training materials, including source files, shall be provided to the VA PM/COR for review and approval, prior to updating the appropriate training portal.

Deliverable:

A. Training Materials

5.3.3 ADDITIONAL TRAINING AND TRAINING MATERIAL DEVELOPMENT

SUPPORT (OPTIONAL TASK)

Under this optional task, if exercised, the Government will require additional training and training material development support as described in PWS Paragraph 5.3 and all subparagraphs. The Contractor shall provide support for 15 additional VHA connected care technologies and/or technology programs (3 high complexity, 2 moderate complexity, and 10 low complexity) throughout the PoP.

5.4 TRAINING MATERIAL CONTENT LIFECYCLE MANAGEMENT

The Contractor shall provide content lifecycle management support for VHA connected care technology training materials, including training materials developed prior to and during this contract. The Contractor shall review and update training materials based on user, stakeholder, and OCC staff feedback as well as to highlight technology content updates, new content, or new workflow/process changes. All updated training materials shall be provided to the VA PM/COR for review and approval. The Government estimates that approximately two to three sets of training materials will be updated per month.

A. Updated Training Materials

5.5 OCC OUTREACH CAMPAIGNS

The Contractor shall develop and implement 24 outreach campaigns that are targeted for the end user (i.e., What is the VHA connected care technology? What is the benefit for the user or stakeholder? How does the customer take action?) to promote user education on VA connected care technologies and encourage/stimulate user adoption of VA connected care technologies, VA’s training portal, and training products/materials, including the training developed under PWS Section 5.3 above.

Contractor developed outreach campaign plans shall:

a) Identify what OCC wants from its customers.

b) Develop focused pre-launch (release) outreach tips and engage social media tools, e.g., Twitter, Facebook, etc.

c) Develop early customer education and engagement activities.

d) Promote technology content - highlight what information will create value for

Veterans and VA staff.

e) Identify, promote, and educate OCC customers on how stakeholders will use the technology in their daily life or work.

f) Show-off the technology’s engaging features.

g) Identify outreach opportunities that address the technology’s usage peaks, i.e., 6-

9 pm daily.

h) Identify approaches and techniques that capitalize on social media forums and customer engagement.

i) Consider age, gender, location, device choice, and data plans of technology’s users.

j) Identify outreach channels and partner organizations.

k) Assist the Government in defining campaign benchmarks, key performance indicators (KPIs), and the evaluation processes that will be used to track the effectiveness of the outreach campaign.

l) Track the technology’s impact and use.

m) Obtain signed consent forms for Veterans and their family members who participate in interviews for articles and blogs.

Complexity will vary among outreach campaigns, as defined below:

Campaign Complexity

Description Products

Low Complexity Outreach campaigns consist of campaigns primarily focused on generating internal VA education and awareness of new VHA technologies and training products. Low complexity campaigns involve little to no national focus or emphasis on external coordination with Veteran Service Organizations (VSOs), targeted health care organizations, and/or health IT organizations.

The Contractor shall develop an Outreach Campaign Toolkit will consist of 4 products.

These products shall include:

a) Web Banner

b) News Article, blog, or

Call Script

c) Print materials (1 of the following: flyer, wallet card, brochure, poster, etc.)

d) Web Slide Show

Moderate

Outreach campaigns consist of campaigns primarily focused on generating education and awareness of new VHA technologies and training products throughout VA and the Veteran community. While the focus of

The Contractor shall develop an Outreach Campaign Toolkit for moderate complexity campaigns consist of 10 moderate complexity campaigns is national in scope, they will rely on a grassroots approach through coordination with VA staff, including My HealtheVet / Telehealth coordinators, field leadership, and Public Affairs Officers (PAOs).

Moderate complexity campaigns may involve coordination with VSOs, targeted health care organizations, and/or health IT organizations.

products. These products will include a selection from the following:

a) Web Banners

b) News Article, Blog, or

Press Release

c) Call Script

d) Multimedia presentation, including promotional videos

e) Print materials (2 – 3 of the following: flyer, wallet card, brochure, posters, electronic bulletin board, etc.)

f) Social Media

g) Web Slide Shows

High

High complexity outreach campaigns consist of major national campaigns and often require coordination with senior VA, OCC, White House, Congressional leadership in the education and promotion of a major OCC initiative or significant VA-wide product or service. High complexity campaigns shall require grassroots coordination through VA staff, including My HealtheVet / Telehealth coordinators, field leadership, and PAOs, as well as coordination with VSOs, targeted health care organizations, and health IT organizations. High complexity outreach campaigns will also require coordination with external healthcare and technology industry partners.

The Contractor shall develop an Outreach Campaign Toolkit for high complexity campaigns consisting of 15 of the following products. These products may include:

a) Web Banners

b) News Article, Blog and/or Press Release

c) Call Script

d) Multimedia presentation, including promotional videos

e) Print materials (3 – 4 of the following: flyer, wallet card, brochure, poster, electronic bulletin board, etc.)

f) Social Media

g) Interactive Media

h) Web Slide Shows

i) Brief (one minute or less) campaign video

j) Technology or program branding development

(i.e. logo development, technology or program copy, taglines, mockups, etc.)

k) Promotional item design (i.e. folders, stress balls, etc.)

The Contractor shall conduct photo research of VA/VHA/OCC images and commercial stock, and purchase commercial stock photography for graphic designs, as needed.

Once the Outreach Plan and Toolkit has been reviewed and approved by the VA PM/COR, the Contractor shall assist OCC staff to implement and execute the campaign, including, but not limited to, working with OCC SMEs to publish promotional articles and meeting with and training VA Public Affairs Officers as well as MHV and Telehealth Coordinators on the campaign roll-out and toolkit. As a part of the implementation support, the Contractor shall be required to provide printing services for up 10 outreach campaigns. The Contractor shall provide these services for print materials, including fliers (approximately 500K items throughout the PoP), posters (approximately 5 items throughout the PoP), wallet cards (approximately 250K throughout the PoP), and promotional items (approximately 250K throughout the PoP), that will be used in campaigns.

The Contractor shall develop 4 high complexity, 10 moderate complexity, and 10 low complexity outreach campaigns. All outreach campaign materials shall be provided to the VA PM/COR for review and approval. Upon approval, the Contractor shall implement the Outreach Campaign Plan.

Deliverables:

A. Outreach Campaign Plan B. Outreach Campaign Toolkit

5.5.1 ADDITIONAL OUTREACH CAMPAIGN SUPPORT (OPTIONAL TASK)

Under this optional task, if exercised, the Government will require additional outreach campaign support as described in PWS paragraph 5.4 above. The Contractor shall provide support for 20 additional VA connected care technologies (4 high complexity, 10 moderate complexity, and 6 low complexity) throughout the PoP.

5.6 STAKEHOLDER EDUCATION, TRAINING, AND OUTREACH PROGRAM

The Contractor shall attend and provide logistics and production support to the Education, Training, and Outreach Event program for both existing VA and partner organization events as well events that the Contractor shall create and plan.

The Contractor shall identify key stakeholders and develop a calendar for On-Site Education, Training, and Outreach Program Educational presentations. Existing events shall include national and regional events sponsored by VA stakeholders and partners, such as VA, OCC Connected Health Centers of Excellence, VSOs, Vet Centers, Health IT Organizations, OGAs, vendors, and community groups.

Deliverables:

A. Calendar - On-Site Education, Training, and Outreach Program Calendar

5.6.1 ON-SITE EDUCATION, TRAINING, AND OUTREACH EVENT SUPPORT

The Contractor shall provide event support for existing national, regional, and local education, training, and outreach events (i.e. National Veteran Wheelchair Games, National Disabled American Veterans Conference, AMVETS Conference, etc.) located in the continental United States of America and sponsored by VA stakeholders, including, VA, OCC Connected Health Centers of Excellence, VSOs, Vet Centers, Health IT Organizations, Other Government Agencies (OGAs), vendors, and community groups. For each event, the Contractor shall:

a) Prepare and deliver an email invitation to the local Veteran Integrated Service Network (VISN) My HealtheVet Coordinator, Virtual Health Resource Center representative, Connected Care/Connected Health Coordinators, and appropriate Telehealth Coordinator.

b) Develop and deliver a follow-up email to the local VISN My HealtheVet Coordinator/Telehealth Coordinator that includes all required education, training, and outreach event logistical information.

c) Coordinate two pre-event meetings and one post-event meeting, create agendas, and record meeting minutes.

d) Coordinate the shipping of education, training, and outreach materials to the event location.

e) Travel to and attend each event, including providing production and logistics support throughout.

f) Develop and deliver a thank-you letter and a certificate of appreciation to the local My HealtheVet Coordinator.

The Contractor shall support and attend 10 existing On-Site Education, Training, and Outreach Events per PoP. The Contractor shall provide all event education, training, and outreach support materials to the VA PM/COR for review and approval.

A. Agendas

B. Meeting Minutes C. Presentations/Outreach Materials – Meeting Materials D. Documentation - Thank-You Letters and Certificate of Appreciation

5.6.2 ON-SITE EDUCATION, TRAINING, AND OUTREACH EVENT CREATION

The Contractor shall create, plan, and attend On-Site OCC Education, Training, and Outreach Events to inform, educate, and train key stakeholders on OCC products and services. Each On-Site Education, Training, and Outreach Event shall consist of an educational presentation to showcase VHA connected care technologies as well as OCC products and services and encourage training on and adoption of VHA connected care technologies.

The Contractor shall:

a) Coordinate all logistics to schedule and set-up On-Site Education, Training, and Outreach Program Events. This includes arranging and bringing event materials.

b) Prepare the On-Site Education, Training, and Outreach Program Educational presentation. The On-Site Education, Training, and Outreach program educational presentation shall be updated monthly with current OCC information and statistics.

c) Travel to and attend each event.

d) Provide event educational presentation, training, and seminar support.

e) Brief, engage, and train stakeholders, including Veterans, their caregivers, and

VA providers, to educate and promote program-wide VHA connected care technology releases as well as OCC products and services.

f) Track attendee data throughout the event. The Contractor shall input this data in the After-Action Report hosted in the OCC SharePoint.

g) Solicit Veteran attendee testimonials about VHA connected care technologies and major OCC initiatives; photograph the attendees; and obtain a signed consent form. The Contractor shall provide a roll-up of Veteran testimonials, photographs, and consent forms in a Veteran Testimonial Report.

h) Develop and deliver a follow-up note thanking each Veteran that provided a testimonial.

The Contractor shall create, plan, and attend 10 On-Site Education, Training, and Outreach Program Events per PoP. All OCC On-Site Education, Training, and Outreach Program Materials shall be delivered to the VA PM/COR for review and approval.

Deliverables:

A. Agendas B. Presentations/Outreach Materials - On-Site Education, Training, and

Outreach Program Educational Presentation and Meeting Materials C. Reports - Data in After-Action Report (to include Veteran testimonials) D. Documentation - Veteran Follow-Up Notes

5.6.3 ADDITIONAL ON-SITE EDUCATION, TRAINING, AND OUTREACH EVENT

SUPPORT (OPTIONAL TASK)

Under this optional task, if exercised, the Government will require additional on-site education, training, and outreach event support as described in PWS Paragraph 5.6.1.

The Contractor shall provide support for 10 additional events throughout the PoP.

5.6.4 ADDITIONAL ON-SITE EDUCATION, TRAINING, AND OUTREACH

PROGRAM EVENT CREATION (OPTIONAL TASK)

Under this optional task, if exercised, the Government will require additional on-site education, training, and outreach event creation as described in PWS Paragraph 5.6.2.

The Contractor shall create 10 additional events throughout the PoP.

5.7 OCC COMMUNICATIONS AND TRAINING WEBSITE SUPPORT

The Contractor shall provide integrated web support for five existing, and up to one new, internal and/or external OCC communications and training websites, and one Microsoft (MS) SharePoint site, that support the dissemination of education, outreach, and training products throughout the VA. OCC websites currently utilize a VA-owned instance of the Drupal 9 CMS. If the CMS requires an upgraded version or if the mandated CMS changes throughout the period of performance, the Contractor shall be required to support the updated or new CMS.

The Contractor shall provide services for the following websites:

a) Connected Care Website: https://connectedcare.va.gov

b) VA App Store: https://mobile.va.gov/appstore

c) VA Beta App Store: https://mobile.va.gov/appstore/beta-apps-tester

d) Telehealth Program Website: https://www.telehealth.va.gov

e) Connected Care SharePoint Site (behind VA’s firewall):

https://vaww.connectedcare.va.gov/

OCC websites are hosted in the Mobile Application Platform (MAP) in the VA Enterprise Cloud (VAEC) environment procured from Amazon Web Services (AWS). The MAP includes a new shared services library, a deep integration of patient generated data (PGD), and patient-centered design principals. The Contractor shall utilize VA-owned development tools, such as the Atlassian Tool Suite (JIRA, Confluence, and Bitbucket ) as well as VA-owned development tools.

The Contractor shall design and develop new communications and training web pages, or modify existing web pages, for each website listed above. Web page development shall comply with VA requirements identified in PWS Section 2.0 Applicable Documents and Section 6.0 below, follow standard naming conventions established by VA and OCC protocols, and conform to current internal and external search engine activity.

Internal and external webpages shall be compatible with the latest version, the two (2) previous versions, as well as the currently installed version on VA systems of approved https://connectedcare.va.gov/ https://mobile.va.gov/appstore https://mobile.va.gov/appstore/beta-apps-tester https://www.telehealth.va.gov/ https://vaww.connectedcare.va.gov/

Internet browsers, including Google Chrome, Safari, Edge, and Internet Explorer. All websites must be responsive and work on a desktop and a mobile platform. All materials shall conform to Section 508 of the Rehabilitation Act (29 U.S.C. ‘704 d), as amended by the Workforce Investment Act of 1998 (P.L.105-220) August 7, 1998, United States Web Design System.

The Contractor shall use a Scaled Agile Framework (SAFe), or the current VA-approved development framework, when developing and delivering new or updated web pages, websites, web apps, and maintenance products.

Across all websites, the Government anticipates that the Contractor shall be responsible for the development of 8 - 10 web pages per month as well as 15 – 20 minor web page changes, i.e. small content, placement, or information changes.

5.7.1 WEBSITE CONTENT DEVELOPMENT & DESIGN

The Contractor shall coordinate with stakeholders regarding requirements for new content features and/or modifications to existing content. Additionally, the Contractor shall facilitate a weekly Website Content Meeting to collaborate with OCC staff and VHA content providers on web page content and design and identify content that needs to be updated or replaced. The Contractor shall roll-up the outcome of each Website Content Meeting in a Website Content Editorial Calendar that tracks the development, review, and deployment timeline for each new or modified web page. The Contractor shall update the Website Content Editorial Calendar on a weekly basis and deliver to the VA PM/COR for review and approval. The Contractor shall also participate in ad hoc meetings to review and modify web page content and design.

For each new or modified web page assigned, the Contractor shall:

a) Perform the technical writing, copywriting, editing, and graphic design necessary for new or modified web page content, including the providing professional quality and high-resolution photographs, graphics, videos, i.e., stock footage and existing links, trademarks, images or other works. In accordance with (IAW) the approved Website Content Editorial Calendar, the Contractor shall submit web page content for review by the VA PM/COR.

b) Develop and design detailed mockups of each web page that achieves OCC’s requirements. Representations shall adopt web page templates and forms and include scripts, wireframes (screen display models), prototypes and flow charts indicating web page layout, content, progression, and interactivity. Web page mockups will be completed once Web Page content has been approved, IAW the Website Content Editorial Calendar.

The Contractor shall obtain third-party consents, waivers, and releases that are necessary to use all material incorporated into the web pages that is not provided by VA, e.g., waivers for all persons and other entities connected with the production of the web pages, persons whose names, voices, performances, photographs, likenesses, works, services, and materials that will be used in the web pages. All waivers shall be delivered with each Web Page Mockup.

Deliverables:

A. Calendar - Website Editorial Calendar B. Web Pages - Web Page Content C. Web Pages - Web Page Mockups

5.7.2 WEBSITE DEVELOPMENT AND MAINTENANCE SUPPORT

The Contractor shall provide communications and training website development and maintenance support for all websites listed in PWS Section 5.6 above and all web pages designed in PWS Section 5.6.1. For all web pages, website features, website maintenance, and web applications requiring custom code, the Contractor shall follow the Scaled Agile Framework (SAFe) development process as defined in PWS Appendix A, Scaled Agile Framework (SAFe) for Web Page / Website Development. For all web pages designed to utilize established OCC Drupal templates, the Contractor shall build the web page, based on the VA PM/COR approved web page mockup, in the appropriate Drupal template and publish the web page to the OCC website IAW the approved Website Content Editorial Calendar. As necessary, for all web page and website publishing and development, the Contractor shall:

a) Utilize Drupal CMS modules to improve site security, usability, content management, and functionality.

b) Integrate 508-compliant social and collaboration tools such as comments page ratings, video, and other interactive content.

c) Integrate web pages with third-party social networks and tools, e.g., Twitter, YouTube, Facebook, etc.

d) Update and utilize OCC Drupal taxonomy and content types.

The Contractor shall provide regular, ad hoc, and emergency website, web page, and PostgreSQL database maintenance, including adaptive, perfective, preventive, and corrective maintenance activities, for the websites listed in PWS Section 5.6 above. For all emergency website, web page, or database fixes the Contractor shall perform the initial triage, response coordination, and remediation of each issue. The Contractor shall also conduct monthly maintenance sessions that cover testing and installation of updates to the Drupal CMS, security patches, PostgreSQL database, and any application, software, and/or plug-in updates required to ensure each site’s stability and performance for all programs in use on OCC websites. The Contractor shall ensure that existing webpage content is not negatively impacted by any Drupal, application, database, software, and/or plug-in updates.

A. Web Pages - Published Web Pages

5.7.3 WEBSITE CONTENT REVIEWS, WEBSITE ADMINISTRATION, AND OCC

WEBSITE TRAINING

The Contractor shall conduct ad-hoc and regularly scheduled web page compliance reviews to ensure web pages continuously follow and conform to Federal, VA, VHA, and OCC regulations, directives, handbooks, protocols, and standard operating procedures, as well as OCC’s communications and training strategy, goals, and objectives for VHA connected care technologies. At least once each quarter throughout the PoP, The Contractor shall perform a review of each supported website.

Upon VA PM/COR approval, the Contractor shall perform corrective action to bring the web pages into compliance with all regulations and directives and OCC’s online strategies. The Contractor shall provide the results of all content reviews, and corrective actions required in a monthly Website Content Review Report.

Additionally, the Contractor shall provide website administration and analytics support, including the following tasks:

a) Secure websites and pages by monitoring system access and control processes.

b) Activate/deactivate website permissions for VA system administrators, users, and developers who require or no longer need access.

c) Archive retired web pages and content and conduct removal and reconfiguration tasks to ensure no residual content or features remain on the production, staging, testing, or development servers and that there are no performance problems related to removal of the page.

d) Verify link functionality and content accuracy.

e) Create and maintain a Website Analysis Report for each website utilizing a web trending usage tool, such as Google Analytics. The website reporting data shall include web traffic statistics, KPIs, search engine optimization, and individual statistics for each web page. The Web Analysis Report shall be distributed for review during status teleconference meetings.

The Contractor shall conduct quarterly training for OCC staff (approximately 1-2 members). Training shall transfer the working knowledge that is required to manage web page content and websites as well as the understanding of code development for new or modified web pages. Training may be delivered in a virtual setting and shall cover all web page elements for new or modified web pages.

Additionally, the Contractor shall hold weekly meetings with the OCC webmaster to brief and inform the webmaster of any new website content, development, maintenance, and administration activities, including the development of any new website initiatives, content types, site redesign, or CMS upgrades.

A. Reports - Website Content Review Report B. Reports - Web Analysis Report

5.7.4 MS SHAREPOINT SITE COLLECTION & ADMINISTRATION

The Contractor shall provide day-to-day administration support services for one OCC SharePoint (MS Office 365 or later version) site. The OCC SharePoint site acts a hub for the storage and dissemination of communications and training products, including those developed as a part of this contract. Support activities include compliance to architecture standards, permissions management (activate/deactivate users), navigation, document management, content management, and SharePoint development. The majority of work for this task will take place during normal business hours, however, some site maintenance/upgrades may take place after hours to minimize impact on the workday. The Contractor shall schedule maintenance activities with the VA PM/COR to prevent any disruption to Government operations.

Approximately 100 to 150 VHA Program and Field staff and approximately 50 contractors have access to the SharePoint repositories. Currently, there are approximately 25 Sub Sites within the OCC SharePoint Structure. The Contractor shall perform the following services:

a) Management:

1. Setup and manage alerts to monitor activity on business-critical information.

2. Establish SharePoint governance rules and monitor user compliance.

3. Establish and facilitate monthly SharePoint User Group meetings

4. Compile monthly reports on usage and progress of site collection.

5. Establish and maintain a Community of Practice for site owners and users in the site collection.

b) Business Analysis:

1. Analyze current business requirements quarterly and map to SharePoint.

2. Identify new areas on an ongoing basis where SharePoint can be leveraged.

3. Assist users in leveraging SharePoint enterprise features,

4. Consult with other SharePoint stakeholders on cross-domain integration.

5. Ongoing research to determine what SharePoint options can increase effectiveness.

c) Information Architecture:

1. Manage SharePoint permissions and OCC staff access. This activity is estimated to occur approximately 3 - 5 times per month.

2. Create, leverage, and manage content types, site columns, lookups, and templates for re-use in sites.

3. Determine and create scalable structure for top level business units’ sites.

4. Ensure uniform navigation throughout sites.

5. Provide guidance to OCC and stakeholders on structure of their sites.

6. Manage search scopes and best bets with input from OCC and stakeholders.

7. Create and manage out-of-the-box workflows to automate processes. This activity is estimated to occur approximately 2 - 3 times per month.

8. Create project/document dashboards. This activity is estimated to occur approximately 1 - 3 times per month.

d) Maintenance:

1. Consistently revisit and review content to ensure relevance to OCC.

2. Customize and maintain landing pages to encourage traffic and user adoption.

3. Monitor site usage and follow up on dormancy on a monthly basis.

4. Monitor for excessive complexity and recommend streamlined alternatives.

5. Monitor to ensure workflow and tasks are working correctly

6. Review, identify, and investigate errors. Provide an analysis of errors for

OCC and OI&T and implement corrective action upon receipt of VA approval.

e) Other support and services:

1. Encourage user adoption of OCC SharePoint among OCC staff and stakeholders.

2. Perform day-to-day support functions for users and other OCC site owners below the top-level site, e.g., update bibliographies.

3. Train end users in basic functionality, using VA’s Teams platform. This activity is estimated to occur approximately 8 - 10 times per month.

4. Create and direct users to SharePoint training materials and/or available resources.

5. Identify training gaps and escalate to the OCC SharePoint Governance team.

6. Edit and customize pages using SharePoint Designer.

The Contractor shall document all activities in a Monthly SharePoint Support Report delivered to the VA PM/COR.

A. Reports - Monthly SharePoint Support Report

5.8 SUPPORT SERVICES

The Contractor shall provide the following support services. All materials shall be provided to the VA PM/COR for review and approval. The Contractor shall ensure that final versions of all products, including editable source files, are stored on the OCC SharePoint site using a consistent file structure and naming convention.

5.8.1 EDITORIAL & COPY WRITING PRODUCTS

The Contractor shall provide copy writing, editing, and review support for OCC communications and training products. The Contractor shall work closely with the OCC Communications Program team, attend weekly and ad hoc meetings, and develop communications and training products, including briefings, educational presentations, reports, facts sheets, brochures, etc. The Contractor shall facilitate timely, consistent, and coordinated writing and editing as well as convey complex and/or technical information in a concise and straightforward format.

The Contractor shall:

a) Use plain English.

b) Follow VA, VHA, and OCC communication style guides.

c) Communicate the intended message convincingly, clearly, and concisely.

d) Deliver written material that is free of typographical errors, spelling errors, grammatical errors, and errors of logic.

e) Create or edit in a manner that avoids excessive printing costs or unnecessarily large electronic files.

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