74330226R0016 Attachment 1 PWS.pdf

AMERICAN BATTLE MONUMENTS COMMISSION

PERFORMANCE WORK STATEMENT

FOR

FLOWER PROGRAM

74330226R0016

Attachment 1

29 December 2025

ABOUT ABMC

The American Battle Monuments Commission (ABMC) is an independent agency of the U.S.

Government that administers, operates, and maintains 26 permanent American military cemeteries and 31 federal memorials, monuments, and markers, located in 17 countries including the U.S. ABMC personnel are located in administrative offices in Arlington, Virginia, and Paris, France, and at the 26 overseas cemeteries.

ABMC cemeteries contain almost 125,000 burials from World War I and II and inscribed on Walls of the Missing are the names of almost 95,000 missing in action from the World Wars, Korea, and Vietnam.

Currently, ABMC has an online-searchable database that contains entries for all of these memorializations.

BACKGROUND & BUSINESS GOALS

ABMC seeks a Contractor to provide online and phone flower ordering and fulfillment service for cemetery grave placement at the 26 overseas ABMC cemeteries as well as the Honolulu, East and West Coast Memorials. This project aims to ensure that global customers can efficiently order flowers online or by phone and have them delivered to the cemetery where staff will place them at the specified gravesite.

ABMC projects around 2,000 orders annually.

The Contractor shall utilize the ABMC public facing website at www.abmc.gov to provide a link to their proprietary website as a gateway (i.e., an entry point) to operate a secure and modern floral arrangement ordering program.

The ABMC public facing website is running on the latest major version of WordPress Content Management System (CMS) connected to Azure Database for MySQL and hosted on Microsoft Azure App Service.

OBJECTIVES

This contract will implement a modern, secure, and Section 508 compliant floral arrangement ordering platform that will assist the public in ordering and placing floral selections for delivery to ABMC locations worldwide.

The Contractor shall provide a comprehensive online platform for flower ordering and management of the fulfillment process for delivering flowers to ABMC cemeteries. The Contractor shall be responsible for the following:

1. CLIN 0001 - Online Platform Development and Maintenance: a turnkey, user-friendly online and traditional phone-based ordering system.

CLIN 0001 should be a one-time Firm-Fixed-Price (FFP) Contract Line-Item Number for the design, development, security, and deployment of the ABMC-branded Floral Ordering Platform and its initial technical integrations.

http://www.abmc.gov/

Under CLIN 0001, the Contractor shall design, develop, secure, and deploy a modern, secure, and Section 508-compliant ABMC-branded online and phone-based ordering capability that enables the public to purchase floral arrangements for delivery to ABMC cemeteries worldwide. CLIN 0001 includes all one-time build activities, including but not limited to:

a. Platform architecture, user interface / user experience (UI/UX), and full-stack development or off the shelf based platform.

b. Utilization of ABMC’s Burial and Memorialization Database (BMeD) / WeRemember REST API for authoritative validation of cemetery, plot, row, and grave information prior to order acceptance. Either through gateway or integrated API.

c. Implementation of a secure, PCI-DSS–compliant payment gateway.

d. Implementation of Section 508 / WCAG 2.1 AA accessibility features.

e. Integration of ABMC branding and content, with no advertisements or promotional material for the Contractor or third parties.

f. Development of administrative dashboards, reporting views, audit logs, and system monitoring.

g. Implementation of full testing, including unit, integration, penetration, user acceptance testing

(UAT), and production hardening.

h. Deployment of staging and production environments.

i. Order management capabilities to receive and process flower orders in a timely manner, manage order status, handle cancellations and refunds, and handle customer inquiries and issues related to orders.

j. Ensuring the platform is updated, accessible, and easy to use, with both web-based and traditional phone-based ordering options.

k. Protecting customers’ Personally Identifiable Information (PII) and payment data in accordance with applicable federal privacy laws and guidance.

l. Providing clear information to customers regarding ABMC’s role, how to contact ABMC, and where to direct issues with flower orders (e.g., to info@abmc.gov).

m. Ensuring that the platform does not refer customers to non-ABMC pages or sites and does not include third-party advertisements or unauthorized tracking tools.

n. Measuring site performance and providing technical troubleshooting data to ABMC.

Deliverables (CLIN 0001)

a. Initial Project Plan (schedule, milestones, risks).

b. Fully functional ABMC-branded Floral Ordering Platform (staging + production).

c. BMeD API integration.

d. Security and privacy documentation.

e. Launch Readiness Report.

Acceptance Criteria (CLIN 0001)

a. 100% BMeD validation enforcement prior to order submission.

b. Passed ABMC UAT with no critical defects.

c. Platform uptime test ≥ 99.5% during evaluation window.

d. Security assessment completed with no high-severity findings.

Invoicing and Payment (CLIN 0001)

The Contractor shall propose an invoicing schedule on a Firm-Fixed-Price milestone basis, subject to ABMC acceptance of each milestone deliverable. Unless otherwise specified in Section B of the contract, invoicing under CLIN 0001 should generally be structured around completion and acceptance of major milestones (e.g., Project Plan, staging platform readiness, production deployment, and Launch Readiness Report).

2. CLIN 0002-4002 - Fulfillment and Delivery:

CLIN 0002 (base year) and CLINs 1002, 2002, 3002, and 4002 (option years) are Firm-Fixed-Price CLINs covering ongoing global floral fulfillment operations associated with the ABMC Flower Program.

Under these CLINs, the Contractor shall operate a global network of florists and logistics partners to fulfill customer orders by providing floral arrangements for delivery to all ABMC cemeteries. The Contractor shall deliver completed floral arrangements to the designated ABMC cemetery points of receipt. ABMC cemetery staff will be responsible for individually placing each floral arrangement at the appropriate grave site. Note that the arrangements themselves are paid for by the customers, and are not included in the pricing of these CLINs.

The Contractor’s responsibilities under CLIN 0002–4002 include, but are not limited to:

a. Receiving validated orders from the ABMC floral arrangement ordering platform.

b. Routing orders to regional florists or fulfillment partners.

c. Sourcing and preparing floral arrangements that meet ABMC standards and any cemetery-specific requirements.

d. Offering at least two floral arrangement options per cemetery, which may vary based on types of flowers available in the cemetery region.

e. Sourcing flowers from reliable florists near the cemetery to help ensure that only fresh, quality flowers are used for customer orders.

f. Delivering completed floral arrangements to the designated ABMC cemetery locations in accordance with agreed delivery windows with minimal and documented exceptions made for normal cemetery closure (Dec 25, Jan 1) and including key commemorative dates (such as Memorial Day and 6 June), subject to weather and/or supply chain disruptions.

g. Providing ABMC cemetery staff with recipient information denoting upcoming delivery from ABMC Flower Program (including, at a minimum, the customer’s name and the deceased’s cemetery, plot, row, and grave number) together with each floral arrangement to support accurate placement on the appropriate grave site by ABMC staff.

h. Ensuring that floral arrangements conform to ABMC’s environmental and sustainability requirements, including floral arrangements will include only organic material; no plastics or packaging are permitted; and bouquets will be placed in the cemetery-provided vase or an eco-friendly floral foam base.

i. Coordinating procedures with ABMC staff for uploading photographic confirmation (when option selected), so that a digital photo (to be taken by ABMC staff) clearly showing the headstone and floral arrangement at the grave site can be provided to the customer. NOTE: If possible, please include optional pricing for photography by ABMC staff versus delivery personnel.

j. Implementing quality control and quality assurance measures to monitor florist performance, ensure timeliness and accuracy of deliveries, and address customer feedback to continually improve service quality.

k. Maintaining an up-to-date roster of participating florists and fulfillment partners, and documenting exceptions (such as site closures, weather events, and supply chain disruptions).

Deliverables (CLIN 0002–4002)

a. Ongoing global order fulfillment and delivery of floral arrangements to ABMC cemeteries in accordance with customer orders.

b. Delivery of photographic confirmations to customers for orders where the customer has selected this option.

c. Monthly fulfillment and performance reports, including order volumes, on-time delivery performance, and exception reporting by cemetery.

d. An updated florist network roster updated quarterly.

e. Documentation of exceptions, such as site closures, weather events, or supply chain disruptions.

Invoicing and Payment (CLIN 0002–4002)

The Contractor shall invoice on a Firm-Fixed-Price basis for CLIN 0002 (and CLINs 1002–4002), typically in arrears on a monthly basis. Invoices shall identify the period of performance covered, reference the applicable CLIN(s), and summarize key fulfillment metrics (e.g., number and type of arrangements fulfilled, exceptions) consistent with the reporting requirements.

3. CLIN 0003-4003 - Hosting, Maintenance, and Support:

CLIN 0003 (base year) and CLINs 1003, 2003, 3003, and 4003 (option years) are Firm-Fixed-Price CLINs for hosting, operating, securing, and maintaining the ABMC Floral Ordering Platform and its associated services.

Under these CLINs, the Contractor shall:

a. Provide, monitoring, uptime management, and incident response for the production platform.

b. Perform continuous security patching, vulnerability management, and log review.

c. Maintain a customer-service support capability to assist users and ABMC staff.

d. Maintain analytics dashboards and reporting views that support ABMC program management.

e. Perform routine enhancements, bug fixes, and minor functionality improvements necessary to maintain stable operations.

f. Monitor the BMeD / WeRemember API integration, troubleshoot connectivity or performance issues, and coordinate with ABMC on any required changes.

g. Ensure ongoing data privacy compliance and storage management in accordance with federal requirements and ABMC policies.

h. Provide regular reporting and communication to ABMC, including timely notification of issues, outages, or material changes affecting system performance or availability.

Deliverables (CLIN 0003–4003)

a. Monthly platform maintenance reports (including incidents, and resolutions).

b. Monthly analytics reports (orders, errors, BMeD API activity).

c. Annual vulnerability assessment and remediation report.

d. Customer service performance reports (e.g., order details, order volume, delivery performance, customer reviews and customer satisfaction contact volumes, response and resolution times, and any trends in customer feedback).

Invoicing and Payment (CLIN 0003–4003)

The Contractor shall invoice on a Firm-Fixed-Price basis for CLIN 0003 (and CLINs 1003–4003), typically in arrears on a monthly or quarterly basis. Unless otherwise specified in Section B of the contract, invoices shall generally represent a pro-rated share of the annual CLIN price (for example, one-twelfth of the annual price per month), contingent upon the Contractor meeting the required service levels and providing the required reports.

4. CLIN 0004 – 4004 -- Optional Enhancements:

CLIN 0004 (base year) and CLINs 1004, 2004, 3004, and 4004 (option years) are Time & Material (T&M), Not-To-Exceed (NTE) CLINs for optional ABMC-directed enhancements or expanded functionality that are not included in CLINs 0001–0003.

Under these CLINs, the Contractor shall provide time and materials, as authorized in writing by the Contracting Officer (CO), for additional or expanded functionality. Work under these CLINs may include, but is not limited to:

• Additional payment providers or international payment gateways.

• Advanced analytics and reporting tools.

• Contingency enhancements driven by legislation, policy, or operational need.

• New user-interface features or workflow enhancements.

• Seasonal or commemorative program modifications.

• Additional payment platform integrations.

• Adjustments required by policy, legislation, or operational change.

• Technical redesigns or optimizations to support increased order volume or new florist-network models.

All work under CLIN 0004–4004 requires prior written approval from the Contracting Officer through a Work Order or Task Authorization. Proposal pricing should be based on a provided list of fully-burdened labor rates for the most commonly anticipated labor categories; a bottom-line price based on a number of anticipated labor hours is not necessary.

Deliverables (CLIN 0004–4004)

• Work Orders / Task Authorizations describing the scope, schedule, and not-to-exceed funding.

• Technical specifications for each enhancement or change.

• Updated documentation and training materials, as applicable.

• Feature deployment packages and implementation notes.

Performance Requirements (CLIN 0004–4004)

• Tasks are delivered on schedule as negotiated and documented in each Work Order or Task Authorization.

• All features pass ABMC testing and acceptance prior to deployment into the production environment.

Invoicing and Payment (CLIN 0004–4004)

The Contractor shall invoice monthly in arrears for work performed under CLIN 0004–4004, based on actual hours expended by approved labor categories, plus any authorized Other Direct Costs (ODCs), in accordance with each CO-approved Work Order or Task Authorization. Invoices shall clearly identify the applicable Work Order, labor categories, hours, and rates, and shall not exceed the NTE amount authorized by the CO.

VENDOR REQUIREMENTS

The Contractor shall meet the following requirements:

1. Quality Assurance: Established quality control measures to ensure the freshness and quality of flowers, and ability to provide proof of delivery to cemetery office buildings. Locations will be provided.

2. Customer Service: Strong customer service capabilities, including handling inquiries, complaints, and special requests, and availability of multiple communication channels (e.g. phone, email), for customer support.

3. Technology and Platform: Capability to develop and maintain a user-friendly online ordering platform, with secure payment processing and data protection measures in place. Off the Shelf E- Commerce solution with internal controls.

4. Delivery and Logistics: Efficient and reliable delivery of flowers to each ABMC cemetery in accordance with customer orders and agreed delivery windows. The Contractor shall ensure that all floral arrangements are delivered to the designated ABMC cemetery points of receipt. ABMC cemetery staff will be responsible for individually placing each floral arrangement at the appropriate grave site.

5. Staffing: Adequate and trained staffing levels to manage peak times and special events.

6. Sustainability and Ethics: Commitment to sustainable practices, including sourcing flowers from environmentally responsible suppliers, and ethical business practices, including fair labor practices and community involvement.

7. Insurance and Liability: Appropriate insurance coverage for business operations, including liability insurance and policies in place to handle damage, losses, or other issues related to flower deliveries.

ABMC will not provide insurance or bear any direct or indirect costs as a result of Contractor’s failure to perform.

8. Reporting and Communication: Capability to provide regular reports on order volumes, delivery performance, and customer satisfaction, and open communication lines with clients for updates, feedback, and issue resolution.

DELIVERABLES

The Contractor shall provide, at a minimum, the following deliverables associated with the CLINs described above. Additional detail on content and format may be provided by ABMC during contract administration.

Deliverable CLIN Frequency / Due Notes

Kickoff Meeting 0001 Within 5 business days

Program initiation

Project Plan 0001 14 days after kickoff Baseline schedule, risks

Platform + BMeD Integration

0001 60 days after award Fully functional release

Security & Privacy Documentation

0001 At deployment Required for go-live

Global Order Fulfillment

0002-4002 Ongoing

Photo Confirmations 0002-4002 Within 48 hours If requested by customer

Monthly Fulfillment Report

0002-4002 Monthly Per cemetery + global roll-up

Platform Maintenance Report

0003-4002 Monthly Uptime, defects, patches

Customer Support Report

0003-4003 Monthly Metrics & SLAs

Annual Vulnerability Report

0003-4003 Annually Security assessment

Enhancement Packages

0004-4004 As authorized Based on Work Orders

GENERAL INFORMATION

1. CONTRACT TYPE:

This award will be a Firm Fixed Price contract, with exception for any items exercised under CLIN0004.

2. PERIOD OF PERFORMANCE

Contractors shall propose an implementation schedule. The period of performance for the platform is twelve (12) months following go-live, with four (4) option years.

3. INVOICING INFORMATION

Method of Payment.

Pursuant to FAR Clause 52.232-33, Payment by Electronic Funds Transfer- System for Award Management (OCT 2018), the Government’s method of payment shall be made by Electronic Funds Transfer using information provided in the System for Award Management (SAM) database. Contractor registration in the Federal Government's SAM database is required at the time the quotation is submitted.

Contractors may register on-line at the SAM website: http://www.sam.gov.

Invoices must be submitted electronically to the following addresses:

ABMC Contracting Officer Email: Nerenga@abmc.gov

ABMC COR

Email: knappm@abmc.gov mailto:knappm@abmc.gov

Invoice Instructions

In accordance with FAR Subpart 32.2 and 52.232-30, the Contractor may request customary contract financing in the form of a proposed invoicing schedule.

The invoice receipt date will be considered to be the date that a proper invoice is received by the payment office. A proper invoice is received by ABMC when the invoice is emailed to correct email addresses, all required contract information is accurately included in the invoice and amount due is correctly calculated.

The Contractor shall submit a duplicate invoice to the COR at the following address:

American Battle Monuments Commission 2300 Clarendon Blvd., Suite 500, Arlington, VA 22201 Attn: Anna Nereng Telephone: (703) 584-1558 Email: Nerenga@abmc.gov and knappm@abmc.gov

4. PLACE OF PERFORMANCE

Delivery and placement of floral arrangements shall be performed at 26 ABMC sites around the world according to each customer’s order.

5. KICK OFF MEETING

The kickoff meeting is required to take place within five (5) business days of award.

6. HOLIDAYS AND HOURS

The Contractor shall provide service during holidays and business hours as determined and agreed to with

ABMC.

7. CEMETERIES HOURS

Cemeteries are open daily from 9 a.m. to 5 p.m., except December 25 and January 1st. Cemeteries are open on host country holidays. Deliveries can only take place between 9-4 daily except for the above holidays and on Memorial Day and June 6.

8. CONTRACT MANAGEMENT

The Government Contracting Officer’s Representative (COR) shall be identified to the Contractor prior to start of work and shall monitor Contractor compliance with terms and conditions of the contract and notify the Contracting Officer (CO) in writing of any deficiencies with recommendations as to corrective action. The COR is not authorized to take any action which may result in a change to the provisions, specifications, or the price of the contract. Communications pertaining to contractual matters shall be addressed to the CO. No changes in or deviation from the scope of service shall be affected without a modification executed by the CO authorizing such changes. The Contractor shall identify a Contractor Project Manager (CPM) and provide contact information and alternate(s) to the COR and CO as appropriate and as needed. The CPM and alternates shall be available to meet with the COR and CO as needed for a pre-performance meeting and to provide coordination and oversight during the time the work is being done. The CPM shall coordinate with the COR for access to the building(s) specified in this performance work statement as necessary.

mailto:knappm@abmc.gov

9. GOVERNMENT FURNISHED EQUIPMENT (GFE)

ABMC does not anticipate issuing any GFE for this project.

10. QUALITY ASSURANCE

The COR is required to perform the duties specified in the designation letter provided by the Contracting Officer (CO). Additionally, the COR is required to review all deliverables submitted by the contractor and provide a copy of any reports to the Alternate COR (ACOR) and Project Manager (PM) as necessary.

Lastly, the COR is required to assess the contractor’s performance against the performance standards identified in the Performance Requirements Summary (PRS) Matrix. The CO is the only government official empowered to make any contractual commitments or authorize any contractual changes on the Government’s behalf.

The ACOR is required to perform the duties specified in the designation letter provided by the CO. None of the duties designated to the Alternate COR will be re-designated to the Project Manager.

The PM is required to provide technical administration and expertise to the COR, ACOR and the CO to ensure proper government surveillance of the contract.

The Contractor shall maintain satisfactory standards of employee competency, conduct, appearance, and integrity and shall be responsible for taking such disciplinary action with respect to its employees as may be necessary. Contractor shall have established procedures for ensuring controls over quality and timeliness of deliverables, including a freshness guarantee for high-quality floral arrangements.

11. TECHNICAL PROPOSAL DETAILS

ABMC will evaluate all proposals for “Best Value” based on the criteria in the RFP Instructions. The following information is intended to provide additional details regarding the desired qualities of the technical proposal:

1) Project Management Approach & Past Performance

a. A detailed Contractor profile.

b. A detailed narrative explaining the project management methodologies and frameworks to be used.

c. Description of the roles and responsibilities of the project team.

d. An outline of how project progress will be monitored and controlled.

2) Relevant Tasks and Activities

a. Identification and description of all key tasks and activities necessary to complete the project.

b. Detailed task breakdowns, including dependencies and timelines.

3) Resources

a. List of required resources, including personnel, equipment, and materials.

b. Resource allocation plan to ensure optimal utilization throughout the project lifecycle.

4) Milestones, Deliverables, and Risk/Contingency Plan

a. Clear identification of project milestones and deliverables.

b. Risk management plan, including potential risks and mitigation strategies.

c. Contingency plans to manage unforeseen issues affecting milestones.

5) Communication, Change Management, and User Adoption Plans

a. Comprehensive communication plan to keep all stakeholders informed and engaged.

b. Change management plan to handle project changes and ensure smooth transitions.

c. User adoption plan to facilitate the adoption and use of the new system or process by end-users.

6) User-Friendly Interface

a. Ease of Navigation: The website should be intuitive and easy to navigate, allowing customers to find and order products quickly.

b. Functionality: The order form should be simple to understand and fill out, allowing entry of the name of the individual the flowers will honor, the cemetery to which the flowers will be delivered, the Plot, Row, Grave number where the flowers will be placed, and an option to request a floral arrangement photo at the grave site.

7) Product Variety

a. Range of Offerings: 2 standard floral arrangements will be offered for purchase.

b. Customization Options: Ability to add personalized message cards.

8) Quality Assurance

a. Freshness Guarantee: Commitment to delivering fresh and high-quality flowers.

9) Pricing and Fees

a. Competitive Pricing: Fair and transparent pricing without hidden fees, to include but not limited to “surge pricing” practices.

b. Service Fees: Clear disclosure of any additional service or delivery fees.

10) Customer Service

a. Support Availability: Access to customer support through various channels (phone, email, with prompt response times.

b. Refund Policy: Clear and fair policies for refunds, or replacements in case of issues with the order.

11) Payment Options

a. Variety of Payment Methods: Acceptance of multiple payment options, such as credit/debit cards.

b. Security: Secure payment processing to protect customer information.

12) Technology and Integration

a. Order Management System: Efficient backend system for managing orders and inventory.

13) Data and privacy protection approach, including existing policies, processes, practices for prime and potential known sub-contractors.