Initial Statement of Work.docx

STATEMENT OF WORK FOR

CUSTOMER SERVICE TRAINING CONTENT

U.S. Department of Veterans Affairs (VA) Veterans Health Administration (VHA) Member Service Training and Quality Department

August 19, 2026

1. Introduction and Scope The Department of Veterans Affairs (VA), Member Service Training and Quality Department is seeking comprehensive, scalable customer service and professional skills training solution to strengthen employee communication, customer engagement, service delivery, teamwork, and leadership capabilities.

The Training and Quality Department requires a flexible online learning solution that provides Trainers with access to learning solutions that are practical, relevant, and engaging training that can be applied directly to day-to-day customer and workplace interactions. The solutions shall provide interactive, video-based learning content focused on customer service, professional communication, interpersonal effectiveness, and workplace soft skills.

Training shall incorporate concise instruction, realistic workplace scenarios, knowledge reinforcement, and demonstrations of both effective and ineffective approaches to common customer and employee interactions.

The Contractor shall provide, at a minimum, the following technical capabilities and deliverables:

· Content Licensing Rights: The Contractor shall provide licensing that permits the Department of Veterans Member Service Training and Quality Department to utilize approved training content, concepts, methodologies, scenarios, exercises, and supporting materials into instructor-led training delivered to the authorized personnel.

· Instructor-Led Training Use: Licensed content shall be authorized for use in live classroom, virtual instructor-led, facilitated group, and blended learning environments, as applicable under the resulting licenses agreement.

· Digital Training Content: The Contractor shall provide training materials in digital formats suitable for incorporation into instructor-led instruction. Materials may include instructional videos, scenario-based content, microlearning content, facilitator resources, participant materials, exercises, knowledge checks, job aids, and other supporting instructional assets available for licensing.

· Video and Scenario Integration: The Contractor shall provide authorized access to applicable video-based customer service scenarios, including demonstration of effective and ineffective customer interactions, for presentation, discussion within instructor-led training.

· Interactive and Scenario-Based Content: Where available for licensing, the Contractor shall provide scenario-based learning materials that allow instructors to present realistic customer situations, facilitate discussion of potential responses, demonstrate consequences, and reinforce preferred customer service behaviors.

· Content Adaptation and Customization Rights: The Contractor shall clearly identify the extent to which the Department of Veterans may adapt, excerpt, sequence, combine, or otherwise incorporate licensed materials into internally developed instructor-led courses, presentations, facilitator guides, participant materials, and related learning products.

· Facilitator Resources: The Contractor shall provide available facilitator guides, discussion questions, instructional notes, recommended activities, key learning points, exercises and other resources necessary to support effective instructor delivery of the licensed content.

· Content File Specifications: The Contractor shall identify the file types, technical specifications, system requirements, and delivery methods associated with all licensed digital assets. Content should be provided in commonly supported formats, appropriate for presentation, playbacks, distribution, or integration into the organization’s training environment.

· Content Hosting and Access: The Contractor shall identify whether licensed materials will be provided through downloadable files, secure online access, hosting links, or another delivery methods. Access methods shall support reliable during instructor-led and virtual instructor-led training.

· Offline or Classroom Playback: Training media intended for instructor led-delivery should support reliable classroom presentation without requiring individual learner accounts for each participants viewing the content as part of the facilitated session.

· Content Updates: The contractor shall provide access to updates, revisions, replacements, or enhancements to licensed training materials during the period of performance, as provided under the applicable license. The Contractor shall communicate material changes that could affect existing instructor-led courses developed using the licensed content.

· Version Management: The Contractor shall maintain appropriate version control for licensed content and will notify Training and Quality when substantive changes are made to the materials that have been incorporated into the organizational training.

· Accessibility: Digital training materials shall support applicable accessibility requirements, including closed captioning and/or transcripts for video based content and accessible supporting materials where available.

· Instructor and Administrator Access: The Contractor shall provide appropriate access for designated license holders who require the content to develop, prepare, deliver, or maintain instructor-led training.

· Implementation and support: The Contractor shall provide initial orientation and implementation to the Training and Quality Department personnel regarding the available content library, permitted uses, technical delivery options, content selection, and methods for incorporating licensed materials into instructor-led training.

The Contractor shall ensure that all licensing terms, technical restrictions, authorized uses, and content-delivery requirements are clearly documented prior to implementation. The licensing arrangement shall provide the training and quality department sufficient access and usage rights to effectively incorporate the selected training materials into its instructor-led training program throughout the period of performance.

Base Period: 10/01/2026 – 09/30/2027: 20 Licensees

1. Definitions and Acronyms

2.1 Definitions

The following definitions shall be used in the interpretation of this document:

Shall denotes the imperative.

Authorized User An employee, instructor, facilitator, administrator, or other individual authorized by the Department of Veteran Affairs Member Service Training and Quality Department to access or use the Contractor’s licensed training materials in accordance with the resulting agreement.

Contractor The entity responsible for providing the licensed training content, materials, services, technical support, and associated deliverables required under this Statement of Work Instructor Led Training Training facilitated by an instructor in a live classroom or other in person learning environment using Contractor-provided licensed content, as authorized under the resulting agreement.

Virtual Instructor-Led Training Live, instructor-facilitated training delivered through an approved virtual meeting or learning environment using the Contractor-provided licensed content, as authorized under the resulting agreement.

Licensed Materials The digital, audiovisual, written or other instructional assets that Training and Quality Department is authorized to access and use under the terms of the resulting agreement.

Content Adaptation Any authorized modification, excerpting, sequencing, incorporation, or combination of Licensed Content with Training and Quality’s internally developed instructional materials for use in instructor-led or blended training.

Training Materials Materials used to support the development or delivery of training, including facilitator guides, participant materials, presentations, videos scenarios, exercises, assessments, discussion questions, job aids, reference materials, and related instructional resources.

Period of Performance The period during which the Contractor is required to provide the licenses, content, services, support and other deliverables specified in the resulting agreement.

2.2 Acronyms

The acronyms used in this document shall be interpreted as follows:

3.0 Requirements

Contractor shall comply with all applicable records management laws and regulations, as well as National Archives and Records Administration (NARA) records policies, including but not limited to the Federal Records Act (44 U.S.C. chs. 21, 29, 31, 33), NARA regulations at 36 CFR Chapter XII Subchapter B, and those policies associated with the safeguarding of records covered by the Privacy Act of 1974 (5 U.S.C. 552a). These policies include the preservation of all records, regardless of form or characteristics, mode of transmission, or state of completion.

In accordance with 36 CFR 1222.32, all data created for Government use and delivered to, or falling under the legal control of, the Government are Federal records subject to the provisions of 44 U.S.C. chapters 21, 29, 31, and 33, the Freedom of Information Act (FOIA) (5 U.S.C. 552), as amended, and the Privacy Act of 1974 (5 U.S.C. 552a), as amended and must be managed and scheduled for disposition only as permitted by statute or regulation.

In accordance with 36 CFR 1222.32, Contractor shall maintain all records created for Government use or created in the course of performing the contract and/or delivered to, or under the legal control of the Government and must be managed in accordance with Federal law. Electronic records and associated metadata must be accompanied by sufficient technical documentation to permit understanding and use of the records and data.

Training and Quality and its contractors are responsible for preventing the alienation or unauthorized destruction of records, including all forms of mutilation. Records may not be removed from the legal custody of Training and Quality Department or destroyed except for in accordance with the provisions of the agency records schedules and with the written concurrence of the Head of the Contracting Activity. Willful and unlawful destruction, damage or alienation of Federal records is subject to the fines and penalties imposed by 18 U.S.C. 2701. In the event of any unlawful or accidental removal, defacing, alteration, or destruction of records, Contractor must report to IVC. The agency must report promptly to NARA in accordance with 36 CFR 1230.

The Contractor shall immediately notify the appropriate Contracting Officer upon discovery of any inadvertent or unauthorized disclosures of information, data, documentary materials, records or equipment. Disclosure of non-public information is limited to authorized personnel with a need-to-know as described in the [contract vehicle TBD]. The Contractor shall ensure that the appropriate personnel, administrative, technical, and physical safeguards are established to ensure the security and confidentiality of this information, data, documentary material, records and/or equipment is properly protected. The Contractor shall not remove material from Government facilities or systems, or facilities or systems operated or maintained on the Government’s behalf, without the express written permission of the Head of the Contracting Activity. When information, data, documentary material, records and/or equipment is no longer required, it shall be returned to Training and Quality or the Contractor must hold it until otherwise directed. Items returned to the Government shall be hand carried, mailed, emailed, or securely electronically transmitted to the Contracting Officer or address prescribed in the Scope. Destruction of records is EXPRESSLY PROHIBITED unless in accordance with Paragraph (4).

The Contractor is required to obtain the Contracting Officer's approval prior to engaging in any contractual relationship (sub-contractor) in support of this contract requiring the disclosure of information, documentary material and/or records generated under, or relating to, contracts. The Contractor (and any sub-contractor) is required to abide by Government and Training and Quality guidance for protecting sensitive, proprietary information, classified, and controlled unclassified information.

The Contractor shall not create or maintain any records containing any non-public Training and Quality information that are not specifically tied to or authorized by the contract.

The Contractor shall not retain, use, sell, or disseminate copies of any deliverable that contains information covered by the Privacy Act of 1974 or that which is generally protected from public disclosure by an exemption to the Freedom of Information Act.

The Department of Veteran Affairs and Member Service owns the rights to all data and records produced as part of this contract. All deliverables under the contract are the property of the U.S. Government for which Training and Quality shall have unlimited rights to use, dispose of, or disclose such data contained therein as it determines to be in the public interest. Any Contractor rights in the data or deliverables must be identified as required by FAR 52.227-11 through FAR 52.227-20.