Att_2_Sample_TO_PWS.pdf

SECTION 1 – SUPPLIES OR SERVICES AND PRICE COSTS

1.1. TASK ORDER TYPE

This is a Labor Hour Order.

1.2. SERVICES AND SUPPLIES

The required services of the Performance Work Statement (PWS) shall be provided in accordance with the requirements specified in Section 2 of the IDIQ contract and this Task Order. The Contractor shall not begin performance prior to the issuance of a Task Order.

1.3. PRICE/COSTS

The labor mix and level of effort specified in the Contractor’s quote and incorporated into this Order are for estimation purposes. The Contractor may re-allocate, with prior written approval from the Contracting Officer’s Representative (COR), the number of hours, by labor category, to effectively manage the project, provided the total funded labor cost and total Contracting Officer (CO) approved labor hours are not exceeded. Any additional labor categories or increases to the total approved labor hours or ceiling prices shall be approved by the CO and added to the Order by modification.

The labor categories, rates, total number of hours, and ceiling price under this Order are stated below [TBD at time of award].

CLIN 0001: Labor

Period of Performance: 12-months from date of award

CLIN Labor Category Hours Rate Total

TBD TBD TBD TBD TBD

TBD TBD TBD TBD TBD

TBD TBD TBD TBD TBD

TBD TBD TBD TBD TBD

TBD TBD TBD TBD TBD

TBD TBD TBD TBD TBD

TBD TBD TBD TBD TBD

TBD TBD TBD TBD TBD

Grand Total

SECTION 2 – DESCRIPTION/SPECIFICATIONS/PERFORMANCE WORK

STATEMENT

2.1 GENERAL / BACKGROUND

The United States (U.S.) Small Business Administration (SBA) is looking to comply with the Office of Management and Budget (OMB) guidance set under OMB’s Circular A-11 Section 280 to help federal agencies manage the customer experience (CX) and improve service delivery to organizations identified as a High Impact Service Provider (HISP). While only the SBA’s Office of Field Operations (OFO) was identified as a HISP, the SBA would like to enhance the overall Agency’s CX and capabilities and establish itself as a more CX-mindful culture.

CX refers to a combination of factors that result from touchpoints between an individual, business, or organization and the Federal Government over the duration of an interaction and relationship. These factors include ease/simplicity, efficiency/speed, and equity/transparency of the process, quality of the service itself, and the helpfulness of service delivery employees.

Similar to their application in the private sector, these factors can drive the overall satisfaction and confidence/trust with the program, agency, and the government at large.

This is a non-personal services contract to provide general management consulting services to help manage the customer experience and improve service delivery. The Government shall not exercise any supervision or control over the individuals performing the services herein.

Such individuals shall be accountable solely to the Contractor, who in turn is responsible to the Government.

2.2 SCOPE

The intent of this acquisition is to examine as many of the SBA’s contracting assistance programs that time permits and develop and implement processes to improve CXs. The contracting assistance programs include:

• The 8(a) Business Development Program

• The HUBZone Program

• The Women-Owned Small Business Federal Contracting Program

• The Service-Disabled Veteran-Owned Small Business Program

• The All Small Mentor-Protégé Program

The customer journey map exercise will help the SBA understand and improve the customer experience for both internal (employee) and external (public) customers and see how customers move through its Government Contracts and Business Development (GCBD) funnel. The map should tell a story by giving an overview of the entire customer experience-- Therefore, the Contractor will be examining internal processes, regulations, Information Technology (IT) systems, and other items to help the SBA identify gaps and points in the customer experience that are disjointed or painful. The end results will then be used as a road https://www.sba.gov/federal-contracting/contracting-assistance-programs/8a-business-development-program https://www.sba.gov/federal-contracting/contracting-assistance-programs/hubzone-program https://www.sba.gov/federal-contracting/contracting-assistance-programs/women-owned-small-business-federal-contracting-program https://www.sba.gov/federal-contracting/contracting-assistance-programs/service-disabled-veteran-owned-small-businesses-program https://www.sba.gov/federal-contracting/contracting-assistance-programs/all-small-mentor-protege-program map for improvement which may take the form of new processes, training tools, better communication and marketing, and enhanced IT systems.

2.3 DESCRIPTION OF SERVICES / OBJECTIVES

Generate current and future journey maps. Journey maps are necessary to document and examine the current and future end state of the CX journey. They should represent the experiences of key stakeholders and distinguish both the front and backstage actors (participants), the emotional state, and “moments of truth” through the end to end process, including pain points and technical issues.

2.3.1 Project Planning and Problem Framing

Developing and documenting an approach that will lead to a common understanding of root problems, scope, and the context for change is instrumental to the success of the CX project. This includes defining and determining the most feasible and impactful areas of the customer journey map project and developing project plans and insights from customers.

Deliverables Project Plan Gantt Chart Stakeholder Analysis/Map Data Audit Insights Report

2.3.2 Internal Communications

Key stakeholders should be updated throughout the project and upon completion of select milestones/deliverables.

Deliverables Internal Communication Plan Audience Profiles/Personas

2.3.3 Research and Synthesizing

Research will be necessary to better understand the needs, insights, and experiences of key stakeholders. This includes performing a root cause analysis and examining stakeholder journeys based on framing workshop results.

Deliverables Research Plan

Monthly/Final Research Report (to include updated/recommended performance metrics) Interviewee Recruitment Plan Current and Future Journey Maps Raw Data CX Surveys (separate from research surveys included in the research plan and may include ACSI/NPS metrics) Recommendations/Updates to SOPs and Desk Guides

2.3.4 Prioritization and Planning

Prioritizing identified recommendations using an impact-effort matrix are necessary to explain potential next phases of work and frame proposed interventions within context.

Deliverables Prioritization Report

2.3.5 Implementation

Throughout the project, recommendations will be made and implemented to help improve the customer experience.

Deliverables Updated SOP Updated Desk Guides

2.4 MEETINGS AND CONFERENCES

The Contractor agrees to attend any post award conference convened by the contracting activity or contract administration office in accordance with Federal Acquisition Regulation Subpart 42.5. The Contracting Officer, Contracting Officers Representative (COR), and other Government personnel, as appropriate, may meet periodically with the Contractor to review the contractor's performance. At these meetings the Contracting Officer will apprise the Contractor of how the Government views the Contractor's performance and the Contractor will apprise the Government of problems, if any, that are being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the government.

2.5 RECOGNIZED HOLIDAYS

New Year’s Day Labor Day Martin Luther King Jr’s Birthday Columbus Day President’s Day Veteran’s Day Memorial Day Thanksgiving Day

Independence Day Christmas Day

2.6 HOURS OF OPERATION

The Contractor is responsible for conducting business, between the hours of 9 a.m. through 6 p.m. EST Monday thru Friday except Federal holidays or when Government facilities are closed due to local or national emergencies, administrative closings, or similar Government directed facility closings. The Contractor must, at all times, maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS when the Government facility is not closed for the aforementioned reasons. When hiring personnel, the Contractor shall keep in mind that the stability and continuity of the workforce are essential.

2.7 PERIOD OF PERFORMANCE

The Order’s period of performance is 12-months but includes the option to extend the period of performance up to six (6) months, in accordance with FAR 52.217-8.

Performance is anticipated to commence upon award.

SECTION 6 – CONTRACT ADMINISTRATION DATA

6.1 CONTRACTING OFFICER’S REPRESENTATIVE (COR)

The Contracting Officer’s Representative (COR) for this requirement will be [to be completed at time of award]:

POC Name, Title Company Name Address 1 Address 2 City, State Zip Code Phone: (xxx) xxx-xxxx Email: email address

6.2 CONTRACTOR’S PROGRAM MANAGER

The Contractor’s Program Manager will be [to be completed at time of award]:

POC Name, Title Company Name Address 1 Address 2 City, State Zip Code Phone: (xxx) xxx-xxxx Email: email address