70FA3124I00000002 SSN RFI FY25 Pivot OM.pdf

SEE ADDENDUMIS CHECKED

CODE 18a. PAYMENT WILL BE MADE BY

CODE

FACILITYCODE

17b. CHECK IF REMITTANCE IS DIFFERENT AND PUT SUCH ADDRESS IN OFFER

OFFEROR

CODE 16. ADMINISTERED BYCODE

X

541511

SIZE STANDARD:

% FOR:SET ASIDE:UNRESTRICTED OR70FA31

RFPIFB

10. THIS ACQUISITION ISCODE

RFQ

14. METHOD OF SOLICITATION

13b. RATING

NAICS:

SMALL BUSINESS

11/27/2023 1600 ES

11/02/2023

202-714-5281Judith Hicklin (No collect calls)

INFORMATION CALL:

FOR SOLICITATION 8. OFFER DUE DATE/LOCAL TIMEb. TELEPHONE NUMBER a. NAME

4. ORDER NUMBER3. AWARD/ 6. SOLICITATION

70FA3124I00000002

5. SOLICITATION NUMBER

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS 1. REQUISITION NUMBER PAGE OF

1 6 OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, & 30

TELEPHONE NO.

17a. CONTRACTOR/

15. DELIVER TO

WASHINGTON DC 20472

500 C STREET SW 3RD FLOOR

DEVELOPMENT AND SUSTAINMENT

INFORMATION TECHNOLOGY

FEDERAL EMERGENCY MANAGEMENT AGENCY

9. ISSUED BY

7.

2. CONTRACT NO.

EFFECTIVE DATE

$34

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

ISSUE DATE

DELIVERY FOR FOB DESTINA-

TION UNLESS BLOCK IS

MARKED

11.

SEE SCHEDULE

12. DISCOUNT TERMS

THIS CONTRACT IS A

RATED ORDER UNDER

DPAS (15 CFR 700)

13a.

SERVICE-DISABLED

VETERAN-OWNED

SMALL BUSINESS

HUBZONE SMALL

BUSINESS

8(A)

70FA31

WOMEN-OWNED SMALL BUSINESS

(WOSB) ELIGIBLE UNDER THE WOMEN-OWNED

SMALL BUSINESS PROGRAM

EDWOSB

24.

AMOUNT

23.

UNIT PRICE

22.

UNIT

21.

QUANTITY

20.

SCHEDULE OF SUPPLIES/SERVICES

19.

ITEM NO.

Federal Emergency Management Agency (FEMA) Sources Sought Notice (SSN)/Request for Information (RFI)

Project Title: FY-25 Federal Insurance Directorate/National Flood Insurance Program – Pivot

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

HEREIN, IS ACCEPTED AS TO ITEMS:

XX

DATED

Cornell E. House

. YOUR OFFER ON SOLICITATION (BLOCK 5),

INCLUDING ANY ADDITIONS OR CHANGES WHICH ARE SET FORTH

COPIES TO ISSUING OFFICE. CONTRACTOR AGREES TO FURNISH AND DELIVER

ARE

ARE

31c. DATE SIGNED

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

31a. UNITED STATES OF AMERICA (SIGNATURE OF CONTRACTING OFFICER)

30c. DATE SIGNED 31b. NAME OF CONTRACTING OFFICER (Type or print)

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

SHEETS SUBJECT TO THE TERMS AND CONDITIONS SPECIFIED.

27a. SOLICITATION INCORPORATES BY REFERENCE FAR 52.212-1, 52.212-4. FAR 52.212-3 AND 52.212-5 ARE ATTACHED. ADDENDA

26. TOTAL AWARD AMOUNT (For Govt. Use Only)

OFFER

STANDARD FORM 1449 (REV. 2/2012)

Prescribed by GSA - FAR (48 CFR) 53.212

ARE NOT ATTACHED.

ARE NOT ATTACHED.

AUTHORIZED FOR LOCAL REPRODUCTION

PREVIOUS EDITION IS NOT USABLE

30b. NAME AND TITLE OF SIGNER (Type or print)

30a. SIGNATURE OF OFFEROR/CONTRACTOR

28. CONTRACTOR IS REQUIRED TO SIGN THIS DOCUMENT AND RETURN

25. ACCOUNTING AND APPROPRIATION DATA

29. AWARD OF CONTRACT:

REF.

32e. MAILING ADDRESS OF AUTHORIZED GOVERNMENT REPRESENTATIVE

32c. DATE 32b. SIGNATURE OF AUTHORIZED GOVERNMENT REPRESENTATIVE

ACCEPTED, AND CONFORMS TO THE CONTRACT, EXCEPT AS NOTED:

32a. QUANTITY IN COLUMN 21 HAS BEEN

RECEIVED INSPECTED

40. PAID BY39. S/R VOUCHER NUMBER38. S/R ACCOUNT NUMBER

37. CHECK NUMBER

FINALPARTIAL

36. PAYMENT

FINALPARTIAL

35. AMOUNT VERIFIED

CORRECT FOR

34. VOUCHER NUMBER33. SHIP NUMBER

COMPLETE

32g. E-MAIL OF AUTHORIZED GOVERNMENT REPRESENTATIVE

42d. TOTAL CONTAINERS42c. DATE REC'D (YY/MM/DD)

42b. RECEIVED AT (Location)

42a. RECEIVED BY (Print)

41c. DATE41b. SIGNATURE AND TITLE OF CERTIFYING OFFICER

41a. I CERTIFY THIS ACCOUNT IS CORRECT AND PROPER FOR PAYMENT

STANDARD FORM 1449 (REV. 2/2012) BACK

24.

AMOUNT

23.

UNIT PRICE

22.

UNIT

21.

QUANTITY

20.

SCHEDULE OF SUPPLIES/SERVICES

19.

ITEM NO.

32f. TELEPHONE NUMBER OF AUTHORIZED GOVERNMENT REPRESENTATIVE

32d. PRINTED NAME AND TITLE OF AUTHORIZED GOVERNMENT REPRESENTATIVE

6 2 of

Federal Emergency Management Agency

Federal Insurance Directorate/National Flood Insurance Program – Pivot

Sources Sought Notice (SSN)/Request for Information (RFI)

#70FA3124I00000002

November 2, 2023

SOURCES SOUGHT NOTICE (SSN)/RFI SUMMARY: The Department of Homeland Security (DHS), FEMA, Federal Insurance Directorate (FID) National Flood Insurance Program (NFIP) Pivot (referred to hereafter as “Pivot” or “NFIP Pivot”) serves as the NFIP’s System of Record for all flood insurance claims and policies and is considered a mixed-financial system. Currently in its Operations and Maintenance (O&M) phase, Pivot requires a wide array of IT services including SecDevOps in FEMA’s Enterprise Google Cloud Platform utilizing the Scaled Agile Framework (SAFe) methodology, holistic software quality assurance, systems security, data reporting and analytics, program/project management, and various support services.

The Contractor will provide subject matter expertise to FEMA staff as they support the NFIP’s execution of flood insurance business operations via Pivot and related NFIP applications. The Contractor will support activities such as tracking, collecting, disseminating, maintaining, and updating information on the Pivot System and applications.

While the work performed by the Contractor is UNCLASSIFIED, it should be noted that a substantial amount of data is Personally Identifiable Information (PII) or Sensitive Personally Identifiable Information (SPII) and shall be handled as required by FEMA, DHS, Office of Management and Budget, and applicable federal statutes.

THIS SOURCES SOUGHT NOTICE IS NOT A REQUEST FOR PROPOSAL: This is a market research tool being used for information only to determine the availability and adequacy of eligible business sources in order to meet FEMA NFIP Pivot Program- and system-related needs. No reimbursement will be made for any costs associated with providing information in response to this SSN or any follow up information requests. The Government is not obligated to and will not pay for any information received from industry sources as a result of this SSN. Respondents will not be notified of the results of the SSN or resulting market research.

PROPRIETARY INFORMATION AND DISCLAIMERS: Respondents shall identify any proprietary information in their SSN responses. Information submitted in response to this SSN will be used at the discretion of the Government. Further, the information submitted will remain confidential insofar as permitted by law, including the Freedom of Information and Privacy Acts. FEMA reserves the right to utilize any non-proprietary technical information in the anticipated NFIP Pivot Program Performance Work Statement or solicitation.

Although it is not necessary to address in their response, respondents shall be aware of any potential, actual, or perceived organizational conflicts of interests. Any real or potential conflicts must be sufficiently mitigated prior to a contract award. For further guidance, refer to the Federal Acquisition Regulation, Part 9.5.

NAICS CODE: 541511 - Custom Computer Programming Services

PRODUCT SERVICE CODE (PSC): DH01 IT and Telecom – Platform Support Services: Database, Mainframe, Middleware (Labor)

ANTICIPATED PERIOD OF PERFORMANCE START DATE: June 16, 2025

PLACE OF PERFORMANCE: The primary place of performance shall be at the Contractor’s Work Site or Contractor-approved telework/remote locations. FEMA’s facilities located within 400/500 C St SW, Washington, D.C. may be used if approved by the Contracting Officer’s Representative. The location of FEMA offices may shift during the period of performance based on HQ realignment.

The Contractor shall have at least one site within the National Capital Region and some Key Personnel must be located at that site. FEMA may require that some Contractor personnel are able to be at the Government’s site in the metropolitan Washington, D.C. area within a two-hour notice. Not all personnel are required to be in the National Capital Region.

ATTACHMENT: Requirements Document (Statement of Objectives)

SUBMISSION OF CAPABILITY PACKAGES: Interested parties shall submit their SSN responses electronically to Eric Robertson, Contracting Officer, at Erik.Robertson@fema.dhs.gov, and Contract Specialist, Judith Hicklin at Judith.hicklin@fema.dhs.gov no later than 10:00AM Eastern Time (ET), November 21, 2023. Questions regarding this RFI/SSN are due no later than 10:00PAM ET, November 14, 2023.

“SSN Response for Pivot Operations and Maintenance Support” shall be in the subject line of your e-mail. All responses shall be unclassified, with any proprietary information clearly marked. The document format shall be either Microsoft Word (.doc or .docx), or Adobe Acrobat (.pdf) formats. Pages shall be 8.5 by 11 inches and shall use a type-pitch that is no smaller than a standard 11-point font, with the exception of charts, graphs, or tables, which shall use a pitch no smaller than 10-point font. Responses shall not exceed ten (10) pages in length including images, data displays, charts, graphs, and tables. Page limitation does not include: one (1) cover page. Do not include promotional materials.

SSN Capability Packages shall include a Cover Page with the following information:

1. Company Name

2. Company Address

3. UEI Number

4. Company Point of Contact - Name, Title, Phone, and Email address

5. Statement of current business size status (i.e., HUBZone small business concern, service-disabled veteran-owned small business firm, 8(a) contractor, woman-owned small business, small business, or large business concern). Also, business size in relation to the NAICS code size standards assigned to this acquisition.

6. GSA Schedule Number, Contract Number, and Period of Performance and/or DHS Strategic Sourcing Vehicle Category Name and Contract Number, if applicable

The remaining pages of the SSN Capability Package submission should describe demonstrated experience in, at minimum, the identified objective areas and whether your firm was the prime contractor. Additionally, descriptions of past performance should:

• Involve contracts of comparable size and complexity with government agencies and private industry;

• Address the key program and project management parameters of technical and management capability, quality of work within an agile environment, and managing multiple development pipelines; and

• Provide references (including name, affiliation, phone number, and email address).

1. IT Operations, Maintenance and Development: Utilize SecDevOps (including low-code/no-code) to sustain current capabilities and maintain the current existing applications hosted in the FEMA Enterprise Cloud Google Cloud Platform. Continuously, iteratively improve or enhance Pivot’s system architecture and capabilities, existing or new applications or products, and other related tools or resources, ensuring existing or improved customer/user experience and security practices/posture while complying with all DHS and FEMA regulations, requirements, policies, and practices for a FEMA technology system. This objective includes integrating components of Pivot and/or other FEMA FID systems, as required.

2. Software Quality Assurance: Implement and utilize a test automation framework to deliver high quality, production-ready functionality with minimal disruption to users, continuous releases, and rapid resolution when issues arise. Track escaped defects into production environment and demonstrate a trend of reduced escaped defects as evidenced by User Acceptance Testing, Independent Verification and Validation, and/or Helpdesk defect reporting. Rigorously execute performance and stress testing in a designated environment.

mailto:Erik.Robertson@fema.dhs.gov mailto:Judith.hicklin@fema.dhs.gov

3. System Security: Perform a wide range of SecDevOps and Security focused work including: Security Engineering, Incident Response, Audit/Vulnerability tracking, and third-party audit assessment support. Security engineering work includes (but not limited to) install, setup, manage, and utilize security scanning tools; limited penetration testing; managing firewall rules; certificate installation; and container security. Security Operations Center staff monitor network traffic, application performance monitoring tools, audit logs, respond to incidents, and support external auditing.

4. Reporting and Data Analytics Capabilities: Provide data science, data management, data analytics, and data reporting services to develop and support NFIP data and analytics capabilities to meet FID’s mission and business needs. Provide the ability to report and share the results of data analytics in multiple visual and/or digital formats to appropriate stakeholders and customers in a timely manner, including but not limited to: dashboards or on-demand reports for Pivot users, quick-turn major disaster or flood event support reporting, monthly reporting and support, quarterly reporting and support, biennial or biannual or other audit related reporting and support, and/or other data or reporting related support as required by request to meet mission and business needs.

5. User Support: Provide tiered Contact Center and/or Helpdesk operational services support (possibly 24/7/365), which includes managing a high volume of incoming user/customer requests, including but not limited to: emails, calls, and messages. Enter customer/user requests into a ticket tracking and management system. Support responsibilities responding to production emergencies (outages) and/or critical issues. Support user requests, triaging and assessing the urgency and criticality of the request, as well as the appropriate level of service required to address and resolve the issue (e.g., Tier 1, Tier 2, etc.). Apply proactive SAFe principles and strategies to production systems and customer support of enterprise applications to provide world-class customer experience and effective outcomes. Track and report on user support using Contact Center/Helpdesk Key Performance Indicators/Parameters or other metrics as requested.

ADDITIONAL QUESTIONS:

1. Describe how your company has managed providing O&M while concurrently updating and enhancing the system and business operations.

2. What is your experience with Federal clients implementing technology capabilities using an agile framework such as SAFe?

3. Provide specific examples of how your company has achieved or exceeded customer expectations in the following areas:

o Utilized data visualization tools and best practices (including use of cutting-edge business intelligence tools or other technology capabilities) to provide effective reporting/visualization functionality or capabilities.

o Utilized data analytics, data management, and/or data quality tools and best practices (including the use of cutting-edge data analytics tools or other technology capabilities) to provide effective modeling or analytics information functionality or capabilities.

4. Quality Assurance (QA) and Quality Control (QC) enables system stability and instills confidence in customers and leadership. Discuss your company’s approach and success in executing a QA/QC program.

How would you ensure effective QC on a technology system in the Federal sector?

5. Please provide any feedback you have regarding the attached draft requirements document, including how best to balance broad objectives with specific requirements to enable innovative solutions while meeting NFIP needs and expectations.

SEE ADDENDUMIS CHECKED

CODE 18a. PAYMENT WILL BE MADE BY

CODE

FACILITYCODE

17b. CHECK IF REMITTANCE IS DIFFERENT AND PUT SUCH ADDRESS IN OFFER

OFFEROR

CODE 16. ADMINISTERED BYCODE

X

541511

SIZE STANDARD:

% FOR:SET ASIDE:UNRESTRICTED OR70FA31

RFPIFB

10. THIS ACQUISITION ISCODE

RFQ

14. METHOD OF SOLICITATION

13b. RATING

NAICS:

SMALL BUSINESS

11/27/2023 1600 ES

11/02/2023

202-714-5281Judith Hicklin (No collect calls)

INFORMATION CALL:

FOR SOLICITATION 8. OFFER DUE DATE/LOCAL TIMEb. TELEPHONE NUMBER a. NAME

4. ORDER NUMBER3. AWARD/ 6. SOLICITATION

70FA3124I00000002

5. SOLICITATION NUMBER

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS 1. REQUISITION NUMBER PAGE OF

1 6 OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, & 30

TELEPHONE NO.

17a. CONTRACTOR/

15. DELIVER TO

WASHINGTON DC 20472

500 C STREET SW 3RD FLOOR

DEVELOPMENT AND SUSTAINMENT

INFORMATION TECHNOLOGY

FEDERAL EMERGENCY MANAGEMENT AGENCY

9. ISSUED BY

7.

2. CONTRACT NO.

EFFECTIVE DATE

$34

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

ISSUE DATE

DELIVERY FOR FOB DESTINA-

TION UNLESS BLOCK IS

MARKED

11.

SEE SCHEDULE

12. DISCOUNT TERMS

THIS CONTRACT IS A

RATED ORDER UNDER

DPAS (15 CFR 700)

13a.

SERVICE-DISABLED

VETERAN-OWNED

SMALL BUSINESS

HUBZONE SMALL

BUSINESS

8(A)

70FA31

WOMEN-OWNED SMALL BUSINESS

(WOSB) ELIGIBLE UNDER THE WOMEN-OWNED

SMALL BUSINESS PROGRAM

EDWOSB

24.

AMOUNT

23.

UNIT PRICE

22.

UNIT

21.

QUANTITY

20.

SCHEDULE OF SUPPLIES/SERVICES

19.

ITEM NO.

Federal Emergency Management Agency (FEMA) Sources Sought Notice (SSN)/Request for Information (RFI)

Project Title: FY-25 Federal Insurance Directorate/National Flood Insurance Program – Pivot

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

HEREIN, IS ACCEPTED AS TO ITEMS:

XX

DATED

Cornell E. House

. YOUR OFFER ON SOLICITATION (BLOCK 5),

INCLUDING ANY ADDITIONS OR CHANGES WHICH ARE SET FORTH

COPIES TO ISSUING OFFICE. CONTRACTOR AGREES TO FURNISH AND DELIVER

ARE

ARE

31c. DATE SIGNED

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

31a. UNITED STATES OF AMERICA (SIGNATURE OF CONTRACTING OFFICER)

30c. DATE SIGNED 31b. NAME OF CONTRACTING OFFICER (Type or print)

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

SHEETS SUBJECT TO THE TERMS AND CONDITIONS SPECIFIED.

27a. SOLICITATION INCORPORATES BY REFERENCE FAR 52.212-1, 52.212-4. FAR 52.212-3 AND 52.212-5 ARE ATTACHED. ADDENDA

26. TOTAL AWARD AMOUNT (For Govt. Use Only)

OFFER

STANDARD FORM 1449 (REV. 2/2012)

Prescribed by GSA - FAR (48 CFR) 53.212

ARE NOT ATTACHED.

ARE NOT ATTACHED.

AUTHORIZED FOR LOCAL REPRODUCTION

PREVIOUS EDITION IS NOT USABLE

30b. NAME AND TITLE OF SIGNER (Type or print)

30a. SIGNATURE OF OFFEROR/CONTRACTOR

28. CONTRACTOR IS REQUIRED TO SIGN THIS DOCUMENT AND RETURN

25. ACCOUNTING AND APPROPRIATION DATA

29. AWARD OF CONTRACT:

REF.

32e. MAILING ADDRESS OF AUTHORIZED GOVERNMENT REPRESENTATIVE

32c. DATE 32b. SIGNATURE OF AUTHORIZED GOVERNMENT REPRESENTATIVE

ACCEPTED, AND CONFORMS TO THE CONTRACT, EXCEPT AS NOTED:

32a. QUANTITY IN COLUMN 21 HAS BEEN

RECEIVED INSPECTED

40. PAID BY39. S/R VOUCHER NUMBER38. S/R ACCOUNT NUMBER

37. CHECK NUMBER

FINALPARTIAL

36. PAYMENT

FINALPARTIAL

35. AMOUNT VERIFIED

CORRECT FOR

34. VOUCHER NUMBER33. SHIP NUMBER

COMPLETE

32g. E-MAIL OF AUTHORIZED GOVERNMENT REPRESENTATIVE

42d. TOTAL CONTAINERS42c. DATE REC'D (YY/MM/DD)

42b. RECEIVED AT (Location)

42a. RECEIVED BY (Print)

41c. DATE41b. SIGNATURE AND TITLE OF CERTIFYING OFFICER

41a. I CERTIFY THIS ACCOUNT IS CORRECT AND PROPER FOR PAYMENT

STANDARD FORM 1449 (REV. 2/2012) BACK

24.

AMOUNT

23.

UNIT PRICE

22.

UNIT

21.

QUANTITY

20.

SCHEDULE OF SUPPLIES/SERVICES

19.

ITEM NO.

32f. TELEPHONE NUMBER OF AUTHORIZED GOVERNMENT REPRESENTATIVE

32d. PRINTED NAME AND TITLE OF AUTHORIZED GOVERNMENT REPRESENTATIVE

6 2 of

Federal Emergency Management Agency

Federal Insurance Directorate/National Flood Insurance Program – Pivot

Sources Sought Notice (SSN)/Request for Information (RFI)

#70FA3124I00000002

November 2, 2023

SOURCES SOUGHT NOTICE (SSN)/RFI SUMMARY: The Department of Homeland Security (DHS), FEMA, Federal Insurance Directorate (FID) National Flood Insurance Program (NFIP) Pivot (referred to hereafter as “Pivot” or “NFIP Pivot”) serves as the NFIP’s System of Record for all flood insurance claims and policies and is considered a mixed-financial system. Currently in its Operations and Maintenance (O&M) phase, Pivot requires a wide array of IT services including SecDevOps in FEMA’s Enterprise Google Cloud Platform utilizing the Scaled Agile Framework (SAFe) methodology, holistic software quality assurance, systems security, data reporting and analytics, program/project management, and various support services.

The Contractor will provide subject matter expertise to FEMA staff as they support the NFIP’s execution of flood insurance business operations via Pivot and related NFIP applications. The Contractor will support activities such as tracking, collecting, disseminating, maintaining, and updating information on the Pivot System and applications.

While the work performed by the Contractor is UNCLASSIFIED, it should be noted that a substantial amount of data is Personally Identifiable Information (PII) or Sensitive Personally Identifiable Information (SPII) and shall be handled as required by FEMA, DHS, Office of Management and Budget, and applicable federal statutes.

THIS SOURCES SOUGHT NOTICE IS NOT A REQUEST FOR PROPOSAL: This is a market research tool being used for information only to determine the availability and adequacy of eligible business sources in order to meet FEMA NFIP Pivot Program- and system-related needs. No reimbursement will be made for any costs associated with providing information in response to this SSN or any follow up information requests. The Government is not obligated to and will not pay for any information received from industry sources as a result of this SSN. Respondents will not be notified of the results of the SSN or resulting market research.

PROPRIETARY INFORMATION AND DISCLAIMERS: Respondents shall identify any proprietary information in their SSN responses. Information submitted in response to this SSN will be used at the discretion of the Government. Further, the information submitted will remain confidential insofar as permitted by law, including the Freedom of Information and Privacy Acts. FEMA reserves the right to utilize any non-proprietary technical information in the anticipated NFIP Pivot Program Performance Work Statement or solicitation.

Although it is not necessary to address in their response, respondents shall be aware of any potential, actual, or perceived organizational conflicts of interests. Any real or potential conflicts must be sufficiently mitigated prior to a contract award. For further guidance, refer to the Federal Acquisition Regulation, Part 9.5.

NAICS CODE: 541511 - Custom Computer Programming Services

PRODUCT SERVICE CODE (PSC): DH01 IT and Telecom – Platform Support Services: Database, Mainframe, Middleware (Labor)

ANTICIPATED PERIOD OF PERFORMANCE START DATE: June 16, 2025

PLACE OF PERFORMANCE: The primary place of performance shall be at the Contractor’s Work Site or Contractor-approved telework/remote locations. FEMA’s facilities located within 400/500 C St SW, Washington, D.C. may be used if approved by the Contracting Officer’s Representative. The location of FEMA offices may shift during the period of performance based on HQ realignment.

The Contractor shall have at least one site within the National Capital Region and some Key Personnel must be located at that site. FEMA may require that some Contractor personnel are able to be at the Government’s site in the metropolitan Washington, D.C. area within a two-hour notice. Not all personnel are required to be in the National Capital Region.

ATTACHMENT: Requirements Document (Statement of Objectives)

SUBMISSION OF CAPABILITY PACKAGES: Interested parties shall submit their SSN responses electronically to Eric Robertson, Contracting Officer, at Erik.Robertson@fema.dhs.gov, and Contract Specialist, Judith Hicklin at Judith.hicklin@fema.dhs.gov no later than 5:00PM Eastern Time (ET), November 20, 2023.

Questions regarding this RFI/SSN are due no later than 5:00PM ET, November 13, 2023.

“SSN Response for Pivot Operations and Maintenance Support” shall be in the subject line of your e-mail. All responses shall be unclassified, with any proprietary information clearly marked. The document format shall be either Microsoft Word (.doc or .docx), or Adobe Acrobat (.pdf) formats. Pages shall be 8.5 by 11 inches and shall use a type-pitch that is no smaller than a standard 11-point font, with the exception of charts, graphs, or tables, which shall use a pitch no smaller than 10-point font. Responses shall not exceed ten (10) pages in length including images, data displays, charts, graphs, and tables. Page limitation does not include: one (1) cover page. Do not include promotional materials.

SSN Capability Packages shall include a Cover Page with the following information:

1. Company Name

2. Company Address

3. UEI Number

4. Company Point of Contact - Name, Title, Phone, and Email address

5. Statement of current business size status (i.e., HUBZone small business concern, service-disabled veteran-owned small business firm, 8(a) contractor, woman-owned small business, small business, or large business concern). Also, business size in relation to the NAICS code size standards assigned to this acquisition.

6. GSA Schedule Number, Contract Number, and Period of Performance and/or DHS Strategic Sourcing Vehicle Category Name and Contract Number, if applicable

The remaining pages of the SSN Capability Package submission should describe demonstrated experience in, at minimum, the identified objective areas and whether your firm was the prime contractor. Additionally, descriptions of past performance should:

• Involve contracts of comparable size and complexity with government agencies and private industry;

• Address the key program and project management parameters of technical and management capability, quality of work within an agile environment, and managing multiple development pipelines; and

• Provide references (including name, affiliation, phone number, and email address).

1. IT Operations, Maintenance and Development: Utilize SecDevOps (including low-code/no-code) to sustain current capabilities and maintain the current existing applications hosted in the FEMA Enterprise Cloud Google Cloud Platform. Continuously, iteratively improve or enhance Pivot’s system architecture and capabilities, existing or new applications or products, and other related tools or resources, ensuring existing or improved customer/user experience and security practices/posture while complying with all DHS and FEMA regulations, requirements, policies, and practices for a FEMA technology system. This objective includes integrating components of Pivot and/or other FEMA FID systems, as required.

2. Software Quality Assurance: Implement and utilize a test automation framework to deliver high quality, production-ready functionality with minimal disruption to users, continuous releases, and rapid resolution when issues arise. Track escaped defects into production environment and demonstrate a trend of reduced escaped defects as evidenced by User Acceptance Testing, Independent Verification and Validation, and/or Helpdesk defect reporting. Rigorously execute performance and stress testing in a designated environment.

mailto:Erik.Robertson@fema.dhs.gov mailto:Judith.hicklin@fema.dhs.gov

3. System Security: Perform a wide range of SecDevOps and Security focused work including: Security Engineering, Incident Response, Audit/Vulnerability tracking, and third-party audit assessment support. Security engineering work includes (but not limited to) install, setup, manage, and utilize security scanning tools; limited penetration testing; managing firewall rules; certificate installation; and container security. Security Operations Center staff monitor network traffic, application performance monitoring tools, audit logs, respond to incidents, and support external auditing.

4. Reporting and Data Analytics Capabilities: Provide data science, data management, data analytics, and data reporting services to develop and support NFIP data and analytics capabilities to meet FID’s mission and business needs. Provide the ability to report and share the results of data analytics in multiple visual and/or digital formats to appropriate stakeholders and customers in a timely manner, including but not limited to: dashboards or on-demand reports for Pivot users, quick-turn major disaster or flood event support reporting, monthly reporting and support, quarterly reporting and support, biennial or biannual or other audit related reporting and support, and/or other data or reporting related support as required by request to meet mission and business needs.

5. User Support: Provide tiered Contact Center and/or Helpdesk operational services support (possibly 24/7/365), which includes managing a high volume of incoming user/customer requests, including but not limited to: emails, calls, and messages. Enter customer/user requests into a ticket tracking and management system. Support responsibilities responding to production emergencies (outages) and/or critical issues. Support user requests, triaging and assessing the urgency and criticality of the request, as well as the appropriate level of service required to address and resolve the issue (e.g., Tier 1, Tier 2, etc.). Apply proactive SAFe principles and strategies to production systems and customer support of enterprise applications to provide world-class customer experience and effective outcomes. Track and report on user support using Contact Center/Helpdesk Key Performance Indicators/Parameters or other metrics as requested.

ADDITIONAL QUESTIONS:

1. Describe how your company has managed providing O&M while concurrently updating and enhancing the system and business operations.

2. What is your experience with Federal clients implementing technology capabilities using an agile framework such as SAFe?

3. Provide specific examples of how your company has achieved or exceeded customer expectations in the following areas:

o Utilized data visualization tools and best practices (including use of cutting-edge business intelligence tools or other technology capabilities) to provide effective reporting/visualization functionality or capabilities.

o Utilized data analytics, data management, and/or data quality tools and best practices (including the use of cutting-edge data analytics tools or other technology capabilities) to provide effective modeling or analytics information functionality or capabilities.

4. Quality Assurance (QA) and Quality Control (QC) enables system stability and instills confidence in customers and leadership. Discuss your company’s approach and success in executing a QA/QC program.

How would you ensure effective QC on a technology system in the Federal sector?

5. Please provide any feedback you have regarding the attached draft requirements document, including how best to balance broad objectives with specific requirements to enable innovative solutions while meeting NFIP needs and expectations.

70FA3124I00000002

RFI - SSN Pivot OM - FY25 Recompete - Final Review 11.2.23 SC Edit

Sheet1

70FA3124I00000002 FY25 Pivot OM Q&A

Document Name Page # Section Reference Question Answer tc={3E690D75-C208-4A44-A976-B0D6A197C531}: [Threaded comment]

Your version of Excel allows you to read this threaded comment; however, any edits to it will get removed if the file is opened in a newer version of Excel. Learn more: https://go.microsoft.com/fwlink/?linkid=870924

Comment:

But should licenses still be priced on the BPA? Along with the training credits?But should licenses still be priced on the BPA? Along with the training credits?