36E77618R0042-00003001.docx

VHA National Center for Organization Development (NCOD) VA Engagement Survey Support Performance Work Statement (PWS)

DEPARTMENT OF VETERANS AFFAIRS

National Center for Organization Development (NCOD)

Date: 010/20/2017 CONTRACT Version Number: 1

VA Employee Engagement Survey Performance Work Statement (PWS)

Table of Contents

1.0 PURPOSE

The Veteran’s Health Administration’s (VHA) National Center for Organization Development (NCOD) requires assistance to support the administration of an Employee Engagement Survey (name of survey subject to change). The Employee Engagement Survey is a critical initiative as it is a feedback tool from employees to management about the VA workplace.

2.0 BACKGROUND

The Department of Veterans Affairs (VA) is the second largest of the 15 Cabinet Departments and operates nationwide veterans’ service programs for health care, financial assistance and burial benefits. VA has approximately 370,000 employees located in all 48 contiguous states, Alaska, Hawaii, Puerto Rico, St. Thomas, Virgin Islands, and Manila, Philippines.

The Employee Engagement survey is the new name being given to the previous VA Pulse Survey. In addition to changing the name, the content and the scope of the survey will also change as outlined this in proposal. The VA Pulse Survey was first administered in Fiscal Year 16 and again in Fiscal Year17. It was a quarterly survey administered for a three (3) week time period each quarter to random, stratified sample of 33% of VA employees in Quarter 1, Quarter 2, and Quarter 3 with each employee only eligible to be selected to participate during one of those quarters. Executives could be selected to participate across multiple quarters. In Q4 the VA Pulse Survey was included in the VA All Employee Survey (AES) as a supplemental module available for all staff to complete. Participation for all administrations of the VA Pulse Survey was voluntary and individual responses were anonymous and confidential.

During the FY16 and FY17 administrations of the survey, NCOD assisted with the creation of the survey link and reports, but the VA Office of Human Resources and Administration (HRA) owned the survey. During this contract, NCOD will be the owner of the VA Employee Engagement Survey. It will again be administered for a three (3 )week period each quarter. For FY18 the contractor will need to assist in the administration for Q2 and Q4. In subsequent option years the contractor will need to assist in the administration for three quarters; however, during the quarter in which the AES is administered contractor assistance will not be required.

VA Pulse Survey reports are accessible through the VA Workforce Surveys Portal: http://aes.vssc.med.va.gov/Pages/PulseSurvey.aspx

VA plans to award one (1) twelve (12) month contract, with four (4) twelve (12) month option years to be exercised at the discretion of the Government.

3.0 Applicable Documents

In the performance of the tasks associated with this Performance Work Statement, the Contractor shall comply with the following:

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

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

3. FIPS Pub 201, “Personal Identity Verification of Federal Employees and Contractors,” March 2006

4. 10 U.S.C. § 2224, "Defense Information Assurance Program"

5. Software Engineering Institute, Software Acquisition Capability Maturity Modeling (SA CMM) Level 2 procedures and processes

6. 5 U.S.C. § 552a, as amended, “The Privacy Act of 1974”

7. 42 U.S.C. § 2000d “Title VI of the Civil Rights Act of 1964”

8. Department of Veterans Affairs (VA) Directive 0710, “Personnel Suitability and Security Program,” May 18, 2007

9. VA Directive 6102, “Internet/Intranet Services,” July 15, 2008

10. 36 C.F.R. Part 1194 “Electronic and Information Technology Accessibility Standards,” July 1, 2003

11. OMB Circular A-130, “Management of Federal Information Resources,” November 28, 2000

12. 32 C.F.R. Part 199, “Civilian Health and Medical Program of the Uniformed Services (CHAMPUS)”

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

14. Sections 504 and 508 of the Rehabilitation Act (29 U.S.C. § 794d), as amended by the Workforce Investment Act of 1998 (P.L. 105-220), August 7, 1998

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

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

17. VA Handbook 6500, “Risk Management Framework for VA Information Systems – Tier 3: VA Information Security Program,” September 20, 2012

18. VA Handbook 6500.1, “Electronic Media Sanitization,” March 22, 2010

19. VA Handbook 6500.2, “Management of Data Breaches Involving Sensitive Personal Information (SPI)”, January 6, 2012

20. VA Handbook 6500.3, “Certification and Accreditation of VA Information Systems,” November 24, 2008

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

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

23. Project Management Accountability System (PMAS) portal (reference PWS References -Technical Library at https://www.voa.va.gov/)

24. OIT ProPath Process Methodology (reference PWS References -Technical Library and ProPath Library links at https://www.voa.va.gov/) NOTE: In the event of a conflict, OIT ProPath takes precedence over other processes or methodologies.

25. Technical Reference Model (TRM) (reference at https://www.voa.va.gov/)

26. National Institute Standards and Technology (NIST) Special Publications

27. VA Directive 6508, VA Privacy Impact Assessment, October 3, 2008

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

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

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

4.0 Scope

The contractor shall provide all services necessary for supporting a successful VA Employee Engagement Survey Administration:

· Creation of the survey instrument via web.

· Data collection for the web modality should be able to be captured at various levels (organizational hierarchy and demographic questions).

· Development of a quick counts links that can capture response rates (in real time) down to the facility/office level and potentially the work group level.

A more granular breakout of contractor requirements and scope can be found detailed in the deliverable section below.

5.0 PERFORMANCE DETAILS

The Contractor shall perform the tasks and complete the associated deliverables under this contract by the scheduled due dates within the overall period of performance. If the Contractor cannot deliver those deliverables specified by this task order by the required due date, then the Contractor shall provide a written explanation to the Contracting Officer (CO). This written transmittal shall include the reasons for the delay; when the Contractor knew or should have known a delay would incur; due diligence taken to mitigate the problems, the impact on the overall project; and a firm commitment of when the work is to be completed. The Contracting Officer (CO) will then review the facts and issue a response in accordance with applicable regulations.

5.1 PERFORMANCE PERIOD

The period of performance shall be twelve (12) months from date of award with four (4) twelve (12) month option periods, to be exercised at the discretion of the Government.

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

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

Under current definitions, four are set by date:

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

The other six (6) are set by a day of the week and month:

5.2 CONTRACT KICKOFF MEETING

The contractor shall hold a Project Kick-Off Meeting with a project advisory group comprised of key stakeholders and subject matter experts (SMEs) to be identified by the VA PM. The contractor shall schedule the Kick-Off Meeting to be held no later than (30) business days after contract award or as agreed upon between the VA PM and contractor. At the Kick-Off Meeting, the contractor shall review the details of their intended approach, work plan and project schedule.

5.3 PLACE OF PERFORMANCE

Tasks under this contract shall be performed at the contractor’s site. All work can be completed by the contractor virtually.

Contractor shall typically provide service during normal business hours from 8:00 a.m. to 4:30 p.m., Eastern Local Time, Monday through Friday with the understanding that all VA employees, across various time zones, will be participating in the AES. Contractor is expected to respond to all participant questions/concerns (or direct them to appropriate VA points of contacts who can answer the questions/concerns) within 24 hours.

5.4 TRAVEL

All work on this contract will be performed by the contractor at the contractor’s respective office. There will be no instances where contractor travel to NCOD is necessary.

6.0 SPECIFIC TASKS AND DELIVERABLES

The Contractor shall perform the tasks and complete the associated deliverables as follows by the scheduled dates within the overall period of performance.

Task 6.1 –DEVELOPMENT of Survey Links & administration OF SURVEY: The Contractor shall develop the VA Employee Engagement Survey in web modality for VA employees to respond. The survey will be in the English language and in a layout and format approved by VA. The survey may have separate sections designating each survey component. Once a respondent begins the survey, they will be asked to complete the survey in its entirety, i.e. respondents who exit the survey will not be able to resume their partially completed survey.

Contractor may be required to support the administration of the survey with common organization and occupation codes and demographic questions (codes and questions would be provided VA). The VA Employee Engagement Survey may be supplemented with additional survey modules targeting specific topics and/or sub-populations of employees. The number of survey modules and questions is subject to change quarterly.

Deliverable 6.1.1 –Development of Common Survey Administration Elements:

The contractor shall develop the various features of the VA Employee Engagement Survey.

Common Survey Design and Planning Elements: The following demographic elements may be used as a part of the survey administration:

Deliverable 6.1.1a - Work Group Organization Code: If workgroup codes are utilized, a 7 digit code that identifies each valid VA organizational entity and work unit. These identification codes will identify work units rather than specific individuals. VA would provide a table of approximately 20,000 valid work group organization codes prior to survey administration. Work group codes will require branching capabilities. Branching logic will be determined by VA and provided to the Vendor.

Deliverable - 6.1.1b - Occupation Code: A 1 to 3 digit code that identifies valid employee occupation groups. VA may provide a table of approximately 100 to 300 valid occupation codes prior to survey administration.

Occupation codes would require branching capabilities as there will be separate occupation code groupings for the following VA agencies/departments: VHA, VBA, NCA, VACO, and OI&T. Branching logic will be determined by VA and provided to the Vendor.

Deliverable 6.1.1.c - Demographics: Demographic questions with multiple choice responses defining additional employee characteristics may be included. Demographic questions may require branching capabilities.

Branching logic will be determined by VA and provided to the Vendor.

Deliverable 6.1.1.d - Organization Structure: A table of organizations and their locations will be provided. This hierarchy will also be used by the Vendor to create a response rate web-accessible secure site. The Vendor will provide two response rate count web sites; one site which can be utilized by all employees and another which will only be accessible by the VA administrators of the survey. The response rate sites will be updated by the Vendor for any edits requested by the VA administrators (e.g., changes in the number of employees assigned to a particular facility, work group, etc.) These response rate sites will be separate from the survey instrument website.

Deliverable 6.1.1.d - Instructions and Definitions: VA will provide additional survey documents, such as welcome letter, survey instructions, survey definitions, variable names, response values (including missing values), the structure of the final raw data file, etc. to the Vendor in various formats e.g., Microsoft Word document, an Adobe Acrobat .pdf file, Excel, etc. The survey welcome letter will serve as the opening page of the survey instrument web site.

Deliverable 6.1.1.f - Free Text Question(s): VA may provide the Vendor with free text question(s) to be asked within the survey instrument. If included in the survey, free text questions should be limited to a defined number of characters as determined by VA. The free text question should include running spell check capability which the respondent should not be able to turn off. The free text question(s) should disallow tabs (i.e. treat respondent-inserted tabs as blanks) so that the final file can be provided as tab-delimited.

Deliverable 6.1.2 –Contractor services common to VA Employee Engagement Survey Administrations:

VA will be responsible for all employee marketing and communications regarding the various survey administrations as well as for subsequent analysis, communication and presentation of survey results.

The Contractor will be asked to provide the following services for each survey administration:

Deliverable 6.1.2.1 - Consultation and advice on the effective use of survey systems and services offered. Daily conference calls may be required at the onset of survey administration. Prior to survey administration conference calls may be weekly. Circumstances may require more frequent calls.

Deliverable 6.1.2.2 - Help desk support with various options and prices. Vendor will be responsible for notifying VA of questions/concerns/issues received and be responsive to help desk issues to minimize confusion. Vendor will provide help desk scripting for VA approval.

Vendor will provide one modality of survey data collection: secure Internet web-based.

Deliverable 6.1.2.3 - Secure Internet web-based survey; must be compatible with multiple types of client browsers. VA Office of Information Technology (OI&T) internet and web policies will be communicated and followed by the Vendor. The back button on the browser will be disabled; once the participant has clicked the submit button it will be disabled to prevent multiple submission of the participants’ responses during 1 survey session. Vendor will take additional steps to ensure multiple submissions to the survey are not possible while still ensuring respondent anonymity. These additional steps will be communicated to VA, (e.g. Javascript must be enabled by the respondent in order to take the survey). Responses must be captured in real time as selected. Web based instrument must allow for branching capability, ensure certain questions are required as determined by VA, allow for multiple response modalities (e.g. select one response only, select all that apply, etc.) and allow free text submissions. Vendor will collect and process all web based survey submissions.

Deliverable 6.1.2.4 - VA requires acceptance testing before each survey administration. VA will review sample test data from web modality prior to administrations to ensure the outcome are as desired. Vendor will provide the VA with all raw data and participation/response rate data.

Deliverable 6.1.2.5 - VA requests that services include real time response rate updates for web-based submissions. The survey participants, survey coordinators, and the oversight committees will each have access to response rate information via the response rate websites created and provided by the Vendor. This service will be a secure internet web-based site capturing response rates. The response rate sites must be compatible with multiple types of client browsers. Navigation will begin with the response rate home page. The home page will be the introduction page for the site; the next page will represent the first level in the VA organization hierarchy, and subsequent pages will drill-down from the parent organization to its children until the lowest level work unit page. Each response rate web page will have navigation to and from the previous page. The response rate may be required to display the work unit at the lowest level (work group code) hierarchically rolled upward in summary totals to the next level within the organization. The hierarchy will be based on the organization structure (facility and parents) and potentially the 7 digit work group code defined in the VA provided tables. Work group codes will not be published on the response rate site but work group names will be published.

To further protect respondent anonymity, the response rate at the work group level will not be available until there are at least a certain number of responses as determined by VA. When this minimum number of responses is received the number of responses, potential respondents, and response rate percentage will be made available. For work groups that have less than the determined number of potential respondents, work group response rates will only be published after a work group attains a predetermined response rate set by VA.

Deliverable 6.1.2.5a: Automatic e-mails may be required to be sent from the Vendor to a specified VA point of contact notifying VA every time a work group reaches a determined number of responses (set by VA) over the number of employees assigned to that particular work group. The automatic e-mail will include work group name, work group code, the number of responses received, and the number of employees assigned to the work group.

Deliverable 6.1.2.6 - Final data file(s) with all data collected during the survey administration will be provided electronically in the prescribed format within 3 business days after the conclusion of the survey. File format will be at a minimum in an ASCII tab delimited file and distribution media will be on encrypted DVDs mailed directly to VA. VA will submit specific data file format instructions and a specific address to receive the DVDs prior to a survey administration. VA owns all survey data collected.

Deliverable 6.1.2.7 - Live data test file with the results of the first 3 days of the survey administration will be provided to VA in the prescribed format within 6 business days after the start of the survey administration. Free text data may be required to be provided to VA on a weekly basis throughout the course of the administration.

Deliverable 6.1.2.8 - Vendor will provide a toll free help desk service to assist participants having problems using the Vendor’s systems or services during the survey administration period.

Deliverable 6.1.3 –Full Administration of the VA Employee Engagement Survey:

The FY18 VA Employee Engagement Survey will be conducted in Q2 (January – March), and Q4 (July – September). Subsequent option years would include an administration during three quarters, with VA not needing contractor assistance during the quarter that the AES would be administered as the Employee Engagement Survey questions will be included in the AES that quarter. Each quarter the survey will involve all VA organizations nation-wide (as of the writing of this contract that is approximately 370,000 potential participants). The full administration will be composed of instructions, survey entrance potentially controlled by validating the organization work group code entered by the participant, potential selection of an occupation from an occupation listing based on branching, the survey instrument (plus any additional survey modules), and demographic questions.

The survey will be administered over a 3 week period, though an extension of the survey administration may be requested during the course of the administration. Administration extensions are typically one additional week. In solicitation, Vendor should provide costs for a 3 week administration period as well as cost per week for survey extensions. Marketing for the survey will be announced by the VA several weeks prior to the survey administration. The Vendor will provide the survey web-based link and provide help desk service phone number 3 weeks prior to the launch date.

VA approves the design of the web layout provided by the Vendor.

VA approves the help desk scripts and the response rate web sites. Also, VA will design rules for dealing with raw data and a data file format for submission to VA at the conclusion of the survey.

Vendor will set up the survey and the two response rate web site for preview by VA. VA will review each and test to ensure that all processes are as requested. All test data will be removed prior to the live survey administration.

Vendor should provide price quote for what the cost would be without the use of workgroup codes and occupations codes, as well as what the cost would be should workgroup and occupation codes be utilized.

Deliverable 6.1.4 – IT and Support:

As part of the requirements specified above in this document, the Vendor will also provide the following specific items.

Deliverable 6.1.4.1a - Survey URL

Deliverable 6.1.4.1b - Name, phone number, and e-mail address of a main Vendor contact, help desk line, and technical support for difficulties while completing the survey

Deliverable 6.1.4.c - Privacy statement

Deliverable 6.1.4.d – Survey link and response rate websites will be compliant with all VA IT regulations

Deliverable 6.1.4.e - Vendor will design an administrative secure Internet web site for the VA survey participants, survey coordinators, and the oversight committees to monitor and obtain real time response rate tallies reported at the work group, organization, network, program office, and national levels.

Deliverable 6.1.4.f - If workgroup codes are utilized, VA will provide a Microsoft Excel spreadsheet with workgroup codes (currently over 18,500 but will likely increase each year). Each code will have associated with it the name of the work unit and the number of employees in that work unit. VA will provide a list of special contingency 7 digit work group codes. The number of contingency codes will be based on the number of participating organizations and program offices. Contingency work group codes will be closely held and made available for respondent use by the Vendor only when VA has instructed the Vendor to make contingency work group codes available. Contingency work group codes will not be published on the response rate site unless activated by VA request.

Deliverable 6.1.4.g- All secure Internet web-based setup (survey web site and daily response rate web site) shall be compatible with multiple types of client browsers, such as Chrome, Mozilla, Internet Explorer, etc. JavaScript software must be enabled to take the survey should it be determined it is necessary to prevent multiple survey submissions.

Deliverable 6.1.4.5 The Vendor will have reputable experience with providing services of this size including examples of past performance and references. References will demonstrate the Vendors’ capacity for handling this volume, ease and clarity of web systems particularly with federal agencies.

Deliverable 6.1.4.6 The Vendor warrants that each hardware, software, and firmware product licensed to or developed for the Department of Veterans Affairs, Veterans Health Administration, shall be able to accurately process date data including, calculating, comparing, and sequencing from, into, and between leap year and day light savings time calculations, when used in accordance with the product documentation provided by the Vendor, provided that all listed or unlisted products (e.g., hardware, software, firmware) used in combination with such listed product properly exchange date data.

Deliverable 6.1.4.7 Deliverable 6.1.5 – Contractor Service Requirements:

VA is seeking a Vendor to provide web survey and response rate services for the full administration and subsequent scheduled limited survey administrations as described above.

Vendor shall note what is fully included in the following service contract requirements.

1. Full Administration of Survey Set Up

Deliverable 6.5.1a - Secured web setup for survey instrument

Deliverable 6.5.1.b - Response rate update web sites set up for all modalities

Deliverable 6.5.1.c - VA review and test run of all processes and data reports

2. Full Survey Data Collection/Reporting

Deliverable 6.1.5.2.a - Web data collection where variables correspond to the standard dictionary of response values provided by the VA.

Raw data output shall be submitted at a minimum in an ASCII tab delimited file on encrypted DVD(s)

Data will be provided electronically in the prescribed format within 3 business days after the conclusion of the survey.

Deliverable 6.1.5.2.b - Secured web-based status reporting of response rates at work group, organization, network, central office, and national levels representing real time/daily tallies. The response rates will not be available until there are at least a predetermined number of responses (set by VA). When the predetermined number of responses are received the number of responses, potential respondents, and response rate percentage will be made available. For groups that have less than the predetermined number of potential respondents, group response rates will be published after a work group attains a predetermined response rate.

Deliverable 6.1.5.2.c - Automatic e-mails may be requested to be sent from the Vendor to identified VA points of contact notifying VA every time group has exceeded a predetermined number of responses over the number of employees assigned to that particular group. The automatic e-mail will include group name, group code, the number of responses received, and the number of employees assigned to the group.

Deliverable 6.1.5.2.d – All data to be provided in one file

Deliverable 6.1.5.2.e – All raw data provided to VA will be properly encrypted in transmittal of data

Deliverable 6.1.5.2.f – Final data file to be provided to VA no later than 3 business days after survey’s conclusion

Deliverable 6.1.5.2.g - Vendor will provide data validation (e.g., flag blank and duplicate responses).

Future Administration of Surveys

Deliverable 6.1.5.3.a - Secured web setup for survey instrument

Deliverable 6.1.5.3.b - Response rate update web sites set up for survey

Deliverable 6.1.5.3.c - VA review and test run of all processes and data reports

3. Itemized Optional Service

Deliverable 6.1.5.4.a - Set up cost for survey module and response rate websites.

Deliverable 6.1.5.4.b - Web set up and data collection

Deliverable 6.1.5.4 c – Provide web raw data into 1 consistent file.

Raw data output shall be submitted at a minimum in an ASCII tab delimited file.

Deliverable 6.1.5.4.d - Secured web-based status reporting of response rates for organization, network, central office, and national levels representing daily real time tallies Response rates may be requested down to work group level if workgroup codes are utilized. The response rates will not be available until there are at least a predetermined number of responses. When the predetermined number of responses is received the number of responses, potential respondents, and response rate percentage will be made available. For groups that have less than the predetermined number of respondents, group response rates will be published after a work group attains a predetermined response rate.

Deliverable 6.1.5.4.e - Automatic e-mails will be sent from the Vendor to identified VA points of contact notifying VA every time a group has exceeded a predetermined number of responses over the number of employees assigned to that particular group.

The automatic e-mail will include group name, group code, the number of responses received, and the number of employees assigned to the group.

Deliverable 6.1.5.4.f - Vendor will provide data validation (e.g., flag blank and duplicate responses).

Deliverable 6.1.5.4.g – Vendor will provide raw data in ASCII tab delimited file

Deliverable 6.1.5.5a – Satisfactory execution will result in no bonus or penalty Deliverable 6.1.5.5.b – Non-satisfactory execution will result in 10% discounted total invoice penalty

Task 6.2 - Monthly report: Contractor will provide confirmation of completed tasks. This may take the form of weekly and/or monthly reports and/or email/phone confirmations as tasks are completed. This will be up to VA’s discretion.

Deliverable 6.2.1 – Monthly Report: The Monthly report shall be broken out by Task and include, at a minimum, the following elements: a description of the service/support provided and the results of that service / support

6.3 SCHEDULE FOR DELIVERABLES

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

BASE PERIOD

Weekly calls will be scheduled about a month prior to each administration and will take place through the administration timeframe. Other calls will be scheduled on an as needed basis.

6.1.2.7

6.1.4.1b

6.1.4.1c

6.1.4.1d

At least 30 days prior to survey administration

Flag blank and duplicate responses

OPTION YEAR 1

Weekly calls will be scheduled about a month prior to each administration and will take place through the administration timeframe. Other calls will be scheduled on an as needed basis.

6.1.2.7

6.1.4.1b

6.1.4.1c

6.1.4.1d

At least 30 days prior to survey administration

Flag blank and duplicate responses

OPTION YEAR 2

Weekly calls will be scheduled about a month prior to each administration and will take place through the administration timeframe. Other calls will be scheduled on an as needed basis.

6.1.2.7

6.1.4.1b

6.1.4.1c

6.1.4.1d

At least 30 days prior to survey administration

Flag blank and duplicate responses