B01 25R00030 v3.pdf

INDIAN HEALTH SERVICE

DIVISION OF ENGINEERING SERVICES

SEATTLE

SOLICITATION 75H70125R00030

OFFICE OF ENVIRONMENTAL HEALTH AND ENGINEERING (OEHE) GEOGRAPHIC

INFORMATION SYSTEM (GIS) SUPPORT SERVICES

PROJECT TABLE OF CONTENTS:

Section Taxonomy Section A Standard Form 1449 Section B Schedule of Items Section C Description and Specification (Statement of Work) Section D Packaging and Markings Section E Inspection and Acceptance Section F Deliveries or Performance Section G Contract Administration Data Section H Special Contract Requirements Section I Contract Clauses Section J List of Documents, Exhibits Section K Representations and Certifications Section L Instruction, Conditions and Notices Section M Evaluation Factors for Award

Proposals must set forth full, accurate, and complete information as required by this request for proposal (including attachments). The penalty for making false statements in proposals is prescribed in 18 U.S.C.

1001.

WOMEN-OWNED SMALL

BUSINESS (WOSB)

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL PRODUCTS AND COMMERCIAL SERVICES

1. REQUISITION NUMBER PAGE 1 OF

2. CONTRACT NUMBER 3. AWARD/EFFECTIVE

DATE

4. ORDER NUMBER 5. SOLICITATION NUMBER 6. SOLICITATION ISSUE

DATE

7. FOR SOLICITATION

INFORMATION CALL:

a. NAME b. TELEPHONE NUMBER (No collect calls)

8. OFFER DUE DATE/

9. ISSUED BY

13b. RATING

14. METHOD OF SOLICITATION

CODE

15. DELIVER TO 16. ADMINISTERED BY CODE

18a. PAYMENT WILL BE MADE BY CODE17a. CONTRACTOR/

OFFEROR

CODE

FACILITY

CODE

CODE

TELEPHONE NUMBER

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

OFFER

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

BELOW IS CHECKED

REQUEST

FOR QUOTE

(RFQ)

INVITATION

FOR BID

(IFB)

REQUEST

FOR

PROPOSAL

(RFP)

SEE ADDENDUM

19.

ITEM NUMBER

20.

SCHEDULE OF SUPPLIES/SERVICES

21.

QUANTITY

22.

UNIT

23.

UNIT PRICE

24.

AMOUNT

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

25. ACCOUNTING AND APPROPRIATION DATA 26. TOTAL AWARD AMOUNT (For Government Use Only)

28. CONTRACTOR IS REQUIRED TO SIGN THIS DOCUMENT AND RETURN

COPIES TO ISSUING OFFICE. CONTRACTOR AGREES TO FURNISH

AND DELIVER ALL ITEMS SET FORTH OR OTHERWISE IDENTIFIED ABOVE AND

ON ANY ADDITIONAL SHEETS SUBJECT TO THE TERMS AND CONDITIONS

SPECIFIED

29. AWARD OF CONTRACT: REFERENCE OFFER

DATED . . YOUR OFFER ON SOLICITATION

(BLOCK 5), INCLUDING ANY ADDITIONS OR CHANGES WHICH ARE

SET FORTH HEREIN, IS ACCEPTED AS TO ITEMS:

30a. SIGNATURE OF OFFEROR/CONTRACTOR

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

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

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

AUTHORIZED FOR LOCAL REPRODUCTION

PREVIOUS EDITION IS NOT USABLE

STANDARD FORM 1449 (REV. 11/2021)

Prescribed by GSA - FAR (48 CFR) 53.212

10. THIS ACQUISITION IS UNRESTRICTED OR

NORTH AMERICAN

INDUSTRY CLASSIFICATION

STANDARD (NAICS):

SIZE STANDARD:

13a. THIS CONTRACT IS A

RATED ORDER UNDER

THE DEFENSE PRIORITIES

AND ALLOCATIONS

SYSTEM - DPAS (15 CFR 700)

SET ASIDE: % FOR:

11. DELIVERY FOR FREE ON

BOARD (FOB) DESTINATION

UNLESS BLOCK IS MARKED

SEE SCHEDULE

12. DISCOUNT TERMS

ARE ARE NOT ATTACHED

ARE ARE NOT ATTACHED

27a. SOLICITATION INCORPORATES BY REFERENCE (FEDERAL ACQUISITION REGULATION) FAR 52.212-1, 52.212-4. FAR 52.212-3

AND 52.212-5 ARE ATTACHED. ADDENDA

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

8(A)

ECONOMICALLY

DISADVANTAGED

WOMEN-OWNED SMALL

BUSINESS (EDWOSB)

SERVICE-DISABLED

VETERAN-OWNED

SMALL BUSINESS

(SDVOSB)

HUBZONE SMALL

BUSINESS

SMALL BUSINESS

NOTE: OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, AND 30. 94

75H70125R00030

Thupten Tsering 240-504-0934

See Block 9

Reference individual task orders

See Section B.1

Andrew Hart, Contracting Officer

541330

$47 million

5/06/2025

LOCAL TIME

6/13/2025 2:00pm

Indian Health Service - DES Seattle 701 5th Avenue, Suite 1600 Seattle, WA 98104

STOCK RECORD (S/R)

STANDARD FORM 1449 (REV. 11/2021) BACK

19.

ITEM NUMBER

20.

SCHEDULE OF SUPPLIES/SERVICES

21.

QUANTITY

22.

UNIT

23.

UNIT PRICE

24.

AMOUNT

32a. QUANTITY IN COLUMN 21 HAS BEEN

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

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

32b. SIGNATURE OF AUTHORIZED GOVERNMENT

REPRESENTATIVE

32c. DATE

41b. SIGNATURE AND TITLE OF CERTIFYING OFFICER 41c. DATE

42a. RECEIVED BY (Print)

42b. RECEIVED AT (Location)

42c. DATE RECEIVED (MM/DD/YYYY) 42d. TOTAL CONTAINERS

40. PAID BY

32d. PRINTED NAME AND TITLE OF AUTHORIZED GOVERNMENT

REPRESENTATIVE

32e. MAILING ADDRESS OF AUTHORIZED GOVERNMENT REPRESENTATIVE 32f. TELPHONE NUMBER OF AUTHORZED GOVERNMENT REPRESENTATIVE

32g. EMAIL OF AUTHORIZED GOVERNMENT REPRESENTATIVE

33. SHIP NUMBER 34. VOUCHER NUMBER 35. AMOUNT VERIFIED

CORRECT FOR

PARTIAL FINAL

37. CHECK NUMBER

38. S/R ACCOUNT NUMBER 39. S/R VOUCHER NUMBER

36. PAYMENT

COMPLETE PARTIAL FINAL

75H70125R00030 OEHE GIS Support Services

SECTION B

SERVICES AND PRICE/COST

B.1 Schedule of Items The contractor shall perform task orders issued under this contract in accordance with all terms and conditions of the contract utilizing the most cost efficient labor categories. The following labor categories and firm fixed hourly rates are applicable to this contract. See Section J, Rate Schedule, for rates related to specific tasks to be applied to all orders issued under this IDIQ for the base period and all options. Rates are fully loaded (burdened) and include overhead, General/Administration (G&A), Labor Burden Fringes, Profit and other costs and/or fees. The total award of all tasks orders combined within a specific period shall not exceed the “not to exceed” or “NTE” amount(s) identified below.

BASE YEAR

CLIN Description NTE 0001 GIS Support Services

SOW Items 1-4 $2,332,500.00

OPTION YEAR 1

1001 GIS Support Services

$2,384,500.00

OPTION YEAR 2

2001 GIS Support Services

$2,501,100.00

OPTION YEAR 3

3001 GIS Support Services

$1,371,600.00

OPTION YEAR 4

4001 GIS Support Services

$1,406,400.00

This base contract is being awarded for $0.00. Task orders will be awarded independent of the base contract as the need arises. All Task Orders under this contract will be issued as Firm Fixed Price. Task Orders will fall within the general scope as outlined in Section C of this contract. All Task Orders to be performed under this Statement of Work is related to existing data systems owned by one or more OEHE Divisions.

B.2 Minimum and Ceiling Contract Amounts During the period specified in FAR 52.216-18 in Section I, the Government shall place orders totaling a minimum of $2,500.00 for the complete life of the project, including option years and all task orders. This minimum amount will be awarded in the first task order shortly after award of parent IDIQ. The total amount of the capacity under this contract shall not exceed $9,996,100.00 million for the awarded Indefinite Delivery-Indefinite Quantity (IDIQ) contract. There is no limit of the number of task orders that may be executed against the awarded contract; however, the cumulative total of all task orders issued under the IDIQ contract shall not exceed the total capacity amount of $9,996,100.00 million.

B.3. Supplies or Services to be Furnished All work to be performed under this firm fixed priced IDIQ contract is related to existing Indian Health Service (IHS) Office of Environmental Health and Engineering (OEHE) data systems that are fully functional and in full time use to conduct the day-to-day operations of existing public health programs. The Contractor shall provide all necessary personnel, facilities, equipment, and materials necessary to perform the services described in the Statement of Work for various OEHE data systems. All software and hardware costs required by the Contractor to conduct the work will be included as overhead and will not be compensated separately.

Services, including emergency and unplanned maintenance services, shall be performed on a task order basis. The base level of effort for each task is found in the Statement of Work located in Section C. All categories of service provided and corresponding rates shall be fully identified in this contract. Mark up on materials provided, if any, will be negotiated in individual task orders.

Enhancements, error resolution, and general maintenance and support are routinely required to ensure currency with evolving program and statutory requirements and increased user demands. Therefore, the contractor may be required to propose an emergency/unplanned maintenance lump sum priced CLIN on each task order (with an estimated number of hours and labor categories being utilized for such work identified in the task order Scope of Work), in each individual task order. This CLIN will be fully funded at time of award. Unplanned maintenance and emergency tasks may include implementing software upgrades, patches, developing code, upgrading existing code, troubleshooting and resolving errors that may develop, testing newly designed functionality in a test environment, migrating tested functionality to a production environment, quality analysis and quality control of existing data tables and workflows and other tasks normally associated and inherit with supporting active data systems, databases and web-service applications.

During the performance of the task order, the COR will identify such unplanned tasks, utilizing the CLIN for emergency maintenance work. The contractor shall perform the requested work in accordance to the task requirements and invoice a lump sum amount against that CLIN with each monthly invoice, providing the number of hours and labor categories used in the emergency work as backup to the invoiced amount.

Travel, per diem, and incidental costs associated with travel required by the Government under the contract resulting from this solicitation will be paid at established GSA rates and identified in each subsequent task order.

This will be a firm fixed price, performance based IDIQ. Performance based contracting means structuring all aspects of the acquisition around the purpose of the work to be performed as opposed to the manner in which the work is performed. The Statement of Work in Section C is, and all task orders issued pursuant to this contract, will be designed to ensure the Contractor is given the freedom to determine how to meet the Government’s objectives. Task orders issued pursuant to this contract will define the work in measureable task related terms and will identify performance standards in terms of quality, quantity, and timeliness as well as define how the Contractor’s performance will be measured against the standards.

Work under this contract shall be conducted using Contractor provided hardware and software, compliant with IHS IT security requirements and compatible with existing IHS data systems. Government furnished equipment (GFE) may provide more efficient access to network resources and, in some instances, it may be required to ensure accurate testing and deployment of requested design tasks. GFE will be issued, as necessary, at the discretion of the IHS.

All Contractor employees, subcontractors, developers, analysts, managers, and other personnel must agree to a Statement of Confidentiality. Work performed under the contract resulting from this solicitation will be on existing data systems covered by the Privacy Act of 1974, Public Law 93-579 as amended, Health Insurance Portability and Accountability Act (HIPAA) of 1996, Public Law 104-191, HHS Standard 2009-0001.001S, other security and confidentiality requirements, and all applicable laws, policies, and regulations governing federal and Health and Human Services data systems.

All deliverables produced under the contract and resultant task orders shall be compliant with the Section 508 Amendment to the Rehabilitation Act of 1973 as amended, unless exceptions are made in writing by the Contracting Officer. Such exceptions shall be made in the form of a written modification to the contract and/or specific task order. All services performed by the Contractor shall comply with HHS-OCIO Standard for Security Configurations, HHS Standard 2009-0001.001S, January 30, 2009. All deliverables shall be tested and compliant with the software and platform versions indicated in the Background section of each task.

Access to the IHS data systems will be gained through VPN protocols. Unless a Contractor has existing VPN access to IHS Data systems, a successful background check and issuance of a PIV card will be required for each Contractor provided user in order to gain VPN access. Security and access requirements will be determined by the appropriate IHS division(s) as required. All code, procedures, updates, and other data system functionality must be documented and made readily available to IHS data system managers, Contracting Officer’s Representative (COR), and Contracting Officer (CO).

B.4. Phase-in and Phase-out Requirements A Phase-In period is not required. At the end of this contract, the Contractor may be required to provide a Phase-out period which will be defined in a specific task order and compensated at the prevailing labor rates at the time the Phase-out Period begins.

B.5. Task Orders Performance of work and expenditure of funds under this contract will be accomplished through issuance of individual task orders. Task orders will be issued by the Contracting Officer as requirements arise. The task order will indicate the objectives or results desired by the Government, including time lines. Negotiations may be conducted with the Contractor with respect to personnel hours and/or total time and/or total cost involved to complete a task order, if applicable. Once agreement is reached between the Contractor and Contracting Officer, the Contractor shall commence with completing the task order using only direct productive labor hours in categories and at labor rates incorporated into the contract. No work shall be performed or expenditures authorized without the express written consent of the Contracting Officer. The contractor shall invoice for actual hours used.

B.6. Funding Funding will not be included on the base IDIQ contract and will instead be incorporated into each individual task order.

END OF SECTION

SECTION C

DESCRIPTION/SPECIFICATIONS/WORK STATEMENT

Background

The Indian Health Service (IHS) is comprised of a headquarters office and 12 IHS Areas covering Alaska and the continental United States. Each IHS Area serves a unique geographic region and provide healthcare services along including preventative health services through the Office of Environmental Health & Engineering (OEHE).

OEHE, led by the Division of Sanitation Facilities Construction (DSFC), established a semi-formalized GIS program in 2019 with the establishment of enterprise portal infrastructure and a baseline water and wastewater feature service to be used nationally as an infrastructure inventory of utility systems that the IHS supports. Since 2019, the program has expanded to include additional resources for the DSFC (e.g., imagery services, additional enterprise feature services) and to support other divisions within OEHE including Environmental Health and Healthcare Facilities.

The program also provides limited access to GIS resources (including licenses and support contracts) to the IHS Office of Public Health and other medical divisions.

DSFC is advised by an IHS National GIS Management Team (referred to as Management Team) comprised of IHS employees representing DSFC headquarters and IHS Area Offices. This committee provides DSFC with recommendations regarding software inventory, training (topics and quantity), national templates, license server operation, and all other issues related to GIS.

The current IHS portfolio (September 25,2025) includes the following ESRI products (all workstation-based software utilizes concurrent use licenses):

- Basic – 8 seats (concurrent use) and 511 seats (named users on portal)

- Standard – 10 seats

- Advanced – 9 seats

- Spatial Analyst – 6 seats

- 3D Analyst – 6 seats

- Enterprise portal—512 editors accounts and 1,000 viewer accounts

The typical OEHE project consists of healthcare facilities design and construction, water and wastewater utility design and construction, environmental health services including, but not limited to, disease outbreak and public health incident tracking. Feature and mapping services often share the same geodatabase and are published based on IHS Area boundaries in most cases.

The majority of existing GIS products serve the Division of Sanitation Facility Construction (water, wastewater, and solid waste.) There are currently

- Thirteen GIS Enterprise Utility Service & thirteen CAD Service (sharing the same geodatabase).

- Thirteen Enterprise Planning Services (sharing the same geodatabase)

- Thirteen Enterprise Open Dump Services (sharing the same geodatabase)

- Three training services that mirror GIS Utility and Open Dump Enterprise Services

- In development Thirteen Enterprise Scattered Site Services (sharing the same geodatabase)

- One DSFC Sites Page

- Numerous national apps and maps

Scope

This IDIQ contract provides support for the implementation of GIS within the OEHE Program through tasks including, but not limited to, development and maintenance of feature service schemas, quality assurance/quality control, policy and guideline development support, apps and tool development, maintenance of the portal sites page, technical support, resource development, and training. The IHS has a separate technical support contract to operate and maintain the GIS infrastructure and provide limited support services including publishing enterprise services, development of field map applications as requested, and other technical assistance (including coordination with other support vendors) as needed.

Unless otherwise specified, all directive statements indicate Vendor responsibility for task completion.

Vendor Qualifications

The Vendor personnel team should have:

- Minimum of three years’ experience supporting the application of GIS to water, wastewater, and solid waste utility design and operations

- Demonstrated expertise in geospatial data collection and management programs.

- Subject Matter Expertise in the use of the following software products and/or:

GIS software (specifically AutoCAD Civil 3D, AutoCAD, and Revit) ArcGIS for AutoCAD ESRI products including, but not limited to, Enterprise portal administration, ArcPro, Survey123, Field Maps, Dashboards, Experience Builder Database: SQL, Oracle, Access Programming languages including, but not limited to: Arcade, Python

- Program Manager: A minimum of three years of project management and coordination experience documented in their resumes.

- The ability to provide qualified instructors or instruction teams for all classroom and virtual based trainings.

Additional Qualifications for instructors (as demonstrated through resumes) shall include:

- At least one person on the instruction team (for the ordered class session) shall have a minimum of five years of professional experience in the topic areas of the class. All others shall have at least two years of professional experience in the topic area that they will be presenting on. Any deviation to this requirement must be approved by the COR.

- At least one person on the instruction team (for the ordered class session) shall have a minimum of five years of experience as an instructor for the training topics they are teaching.

- At least one person the instruction team (for the ordered class session) shall have a minimum of two years of experience with adult education competencies (e.g., adult education training courses attended, experience teaching adults, demonstration of understanding of ATLAS learning styles and knowledge transfer approaches for the navigator, engager, and problem solver learning styles)

Submit qualified resumes for key personnel to be used to support this contract. At a minimum, each resume should contain the following:

- Full name

- Listing of relevant certifications and licenses

- A detailed description of the previous three (3) years of employment history.

- A detailed description of work experience relevant to the scope of this contract

- The name(s) and address(es) of the company(ies) for whom he or she worked for the past three

(3) years, along with the name(s) and telephone number(s) of his or her immediate supervisor(s).

Personnel shall be prepared to begin support on day one of the task order without additional training. No changes to proposed personnel will be accepted without prior coordination of the COR. Submit detailed resumes prior to the assignment of any new or replacement personnel to the contract for approval by the Contracting Officer and Contracting Officer Representative (COR).

In addition to the above requirements, the Vendor shall meet one of the following ESRI requirements:

- Minimum Silver Tier (thru 2025),

- ESRI Service Provider for: data conversion, GIS strategy and planning, and/or training

- ESRI Area of Interest - Infrastructure

- ESRI Capability - network management and/or arcGIS pipeline referencing

Additional consideration for

- Solution Provider

- Area of Interest - ArcGIS Analytics

- Service Provider for: training service, implementation, application development, system architecture and design, data conversion, GIS strategy and planning, data model and database design

Vendor Coordination and Communication Protocols

Provide a Program Manager to serve as the contact person between the Vendor and the IHS. The contract/project manager shall be available for coordination calls with the primary and/or alternate Contracting Officer’s Representative (COR) to discuss upcoming events, successes, and challenges with the items identified in the contract.

The Vendor shall acknowledge receipt of e-mail or phone requests from the COR or designee within two working days and provide timeframe for official response if request cannot be addressed immediately. The Vendor Shall provide responses to all requests within five working days unless otherwise approved by COR.

If the Program Manager is not available for a time period exceeding five business days, designate an alternate contact and provide contact information to the COR a minimum of five calendar days in advance.

Performance Standards

Performance Objective

Performance Standard & Acceptable Quality Level (AQL)*

Monitoring Method Incentive positive/negative

Vendor Coordination and Communication Protocols.

o Acknowledge all communications within two working days and provide responses within five working days to requests unless otherwise approved by the COR* o Timeliness of responses to support needs

Positive: Document past performance report card, paying particular attention to performance that exceeded the standard Negative: Document past performance report card, paying particular attention to performance that is below the standard.

Alternate Contact o Designate an alternate contact and provide contact information to the COR a minimum of five calendar days in advance of program Manager being unavailable for a period greater than five days.

o Timeliness of receiving alternate contact information

Positive: Document past performance report card, paying particular attention to performance that exceeded the standard Negative: Document past performance report card, paying particular attention to

*Unless otherwise stated or agreed upon with the COR, this communication response time refers to any request(s) made under all sections of this Statement of Work.

ITEM 1: GIS PROGRAM MANAGER

1.1 General

The GIS Program Manager, or their designee, shall serve as a technical expert on the Management Team that meets monthly to discuss implementation, support issues, versioning strategies, hardware challenges, software portfolio recommendations, trainings, templates, user manuals, and all other issues related to GIS products within IHS. Work under this line item shall be completed only at the request of the COR or the IHS Project Manager. Additional detail will be provided as part of each request.

1.2 Mandatory Meetings

GIS Program Manager tasks will include at a minimum:

1.2.1 Contract Coordination Calls: Monthly Meetings

A. Attendance: Attend and participate in monthly 90-minute contract check-in meeting with IHS COR and project manager(s)

B. Participation: Provide updates on task status including projected completion dates and provide input as requested to help guide the direction of the IHS GIS program. The Vendor may not participate in discussions related to future contract decisions nor shall they develop any IHS work plans.

1.2.2 Management Group Support: Monthly Meetings

A. Attendance: Attend and participate in monthly two-hour Management Group meeting (teleconference using and IHS provided platform).

B. Participation: Provide feedback and guidance as appropriate on all meeting topics. Provide feedback and guidance as appropriate on all meeting topics.

The Vendor may not participate in discussions related to future contract decisions nor shall they develop any IHS work plans.

1.3 Discretionary Tasks.

Work under this line item shall be completed only at the request of the COR or the IHS Project Manager. Additional detail will be provided as part of each request. Support items not otherwise defined within this scope fall under this item and can include, but are not limited to:

1.3.1 Workflow Support

Review draft workflows and propose recommended changes as needed to improve efficiency and clarity. The workflows should consider the different types of use cases associated with data collection, review and reporting within one or more IHS OEHE divisions or programs. The recommendations should be in-line with best management practices when working with water, wastewater, and solid waste utility data for DSFC, or in-line with best management practices for other fields such as environmental health or facilities. Work requested may include, but is not limited to: feature service revisions, feature service documentation. Revise as requested throughout the duration of the contract.

1.3.2 Policy and/or Guideline Development and Review

Draft, review, and/or revise IHS GIS guidelines and policy documents to support a sustainable GIS program based on IHS needs, consideration of industry best practices, and to ensure compliance with the Geospatial Data Act of 2018

1.3.3 Analysis of the condition of the IHS GIS program (either as a whole or by

Division)

Draft, review, and/or revise IHS GIS guidelines and policy documents to support a sustainable GIS program based on IHS needs, consideration of industry best practices, and to ensure compliance with the Geospatial Data Act of 2018

1.3.4 In Person meeting(s)

Support one or more IHS OEHE Divisions or programs with coordinating meetings, developing agendas, developing and providing presentations, meeting facilitation, meeting records, and other tasks as requested.

1.3.5 Job Aides

The Vendor shall develop written job aides that will supplement and reinforce IHS workflows. These job aides should improve the understanding and skills of the SFC Program staff with utilization of GIS. Topics shall be assigned by the COR or EHSC Project Manager. The Vendor will be responsible for making the final versions of these document 508 compliant. Refer to http://www.hhs.gov/web/section-508/making-files-accessible/index.html# for document and video requirements.

1.3.6 App/Tool Creation and/or Maintenance

The Vendor shall develop and/or maintain GIS applications and tools that support IHS workflows as requested by the COR. This can include, but is not limited to, SITES page maintenance, National Map Apps, DEM/DTM extraction tools, print borders, etc.

1.4 Performance Standards

Performance Standard & Acceptable Quality Level (AQL)*

Monitoring Method Incentive positive/negative

GIS Program Manager- Mandatory Meetings o Actively participate in monthly IHS GIS Management Team Meetings and provide input where appropriate o Actively participate in monthly IHS GIS Contract coordination call o Monthly reporting summary o Feedback from GIS Management Team o Timeliness of responses to support needs

Positive: Document past performance report card, paying particular attention to performance that exceeded the standard Negative: Document past performance report card, paying particular attention to

GIS Program Manager- Discretionary Tasks o Acknowledge all communications within two working days and provide responses within five working days to requests unless otherwise approved by the COR o Provide deliverables by negotiated timeframes (task-by-task basis) o Delivery within negotiated timeframes o Adherence to requested scope o Number of times revisions are requested.

Positive: Document past performance report card, paying particular attention to performance that exceeded the standard Negative: Document past performance report card, paying particular attention to

*all timeframes subject to reasonable variation with written approval from the COR

1.5 Method and Measurement of Payment

1.5.1 Payment for Mandatory Meetings will be as follows:

http://www.hhs.gov/web/section-508/making-files-accessible/index.html

Measurement: Per Year.

Basis of Payment: Includes all labor, materials, supplies, and incidentals required for one or more staff to prepare for meeting discussions, participate in monthly contract coordination calls and GIS workgroup meetings, and prepare feedback as requested based on questions that could not be answered during the meetings.

1.5.2 Payment for Discretionary Tasks will be as follows:

Measurement: Per Hour measured to the nearest 0.5 hour.

Basis of Payment: Includes all labor, materials, supplies, and incidentals required to complete the work described in item #1 (excluding the monthly meetings) and the general requirements. All work assigned under this CLIN shall be billed at a single hourly rate regardless of who performs the work.

This line item does not include travel and per diem nor does it include any work associated with items included in specific CLINS identified elsewhere in this work scope.

Item 2: Help Desk The intent of the help desk to provide timely support to IHS GIS users experiencing technical problems or that have hit a roadblock to designing or using IHS GIS products.

The Vendor shall server as the primary help desk contact and gatekeeper. Vendor shall route any technical problems with the portal or feature services that need to be addressed by IHS OEHE portal admins or IHS personnel to the correct contacts and shall follow-up with the alternate support provider and ticket requester to ensure that the ticket has been resolved. Contacts to be provided after award of contract.

The help desk shall be staff with subject matter experts in GIS workflows and software within the IHS ESRI software portfolio.

2.1 Web Based Support Ticket Tracking System

Provide an electronic ticket tracking system meeting the following requirements (at a minimum) within 21 days of contract award:

- Admin access. Provide IHS with up to five admin level accounts to access ticket status and resolution

- Accessible by IHS staff (approximately 400- 600 potential users.)

- Allows users to enter in new tickets and review open/closed tickets

- Integrates with the phone support system to capture all ticket requests

- Documents

• Date of ticket request(s)

• Name of requestor

• Issue description and related software

• Name of support provider

• Resolution

- Prints/downloads individual support ticket documentation to a word, excel, or pdf format via a button on screen

- Generates summary and detailed reports

- Designed to be user friendly such that account holders can clearly find where to submit and review support tickets and read documentation with minimal clicks, picks, and scrolling.

Typical number of support tickets (received via email and phone combined) currently ranges from zero to ten per month.

2.2 Phone Support

Provide direct telephone technical support for IHS users that are encountering a problem or posing a question, generally other than program or system failures, has access to available live expert assistance in resolving their issues in real time or have initiated a systematic resolution procedure for issues or problems not resolved in real time.

Support to include software/hardware malfunctions, installation support, and “How To” support that can be resolved within 30 minutes or less for all software products in the IHS portfolio. This item is not meant to address user training deficiencies. The goal is to resolve quick issues to allow the IHS user to continue progress on their task. “How To” questions typically range from feature service questions related to data visibility to questions to how to append data or upload files from Google Earth.

Calls may be recorded utilizing the customary and usual practices of the industry.

2.3 Access and Availability

Live help desk support shall be available Monday through Friday (exception of Federal Holidays) to all IHS users from 8:30am Eastern Time to 3:30pm Pacific Time.

Provide a toll-free number(s) available to approximately 500 IHS users to call for assistance with all products within the IHS portfolio within twenty-one days of award.

Based on the previous 5-year contract, the anticipated call volume is less than 25 calls per month. Update phone number as needed during the duration of the contract. Notify all IHS users of toll-free number changes.

If a live person is not immediately available, callers shall be clearly prompted to either stay on the line or leave a message.

Support requests received outside of business hours will be greeted with automatic email response, notification, or recorded message identifying the IHS GIS Help Desk, the normal operating hours of the help desk and the option to leave a voice mail if request is via telephone.

Provide a user job aide describing support options in a .docx (Word) or alternate format approved by the COR. At a minimum, include the support telephone number and website address (including screen shots). Once approved by the COR, final document to be posted on the user support website and provided to the COR within 21 days of contract award.

2.4 Problem Response Time

2.4.1 Calls Answered by Live Assistor

The assistor will identify him/herself by name, document the caller’s name, position, location, and their call-back number before resolving any questions or issues the caller may have. Should further research of the issue be required, appraise the caller of the situation and arrange a call back time within one hour or at practicable agreed upon time.

2.4.2 Calls Answered Voice Mail

The answering message shall request the same caller information as in 3.3.1. If a voicemail message is received within the business hours of the operation, respond within one hour of the voice mail. For voice mails received after business hours respond the morning of the next business day.

2.4.3 Calls Related to Program Failures

Technical issues related to program failures or license issues, the Contractor shall notify Management Group within 24 hours to report the problem and provide a resolution. The Management Group will forward the issue and the resolution to the entire IHS GIS user group to reduce the call volume to the help line. A main contact name and number for the IHS person with this responsibility and an alternate will be provided by the Government.

2.4.4 Issue/Problem Tracking System and Reporting

Integrate phone support into the web tracking system to document activities from initial call through resolution. Refer to web-based support for ticket tracking site requirements.

Provide a monthly summary report to the Management Group of all support calls including name of caller, date, time of call, product, issue, and time of issue resolution by the 15th of each month. In addition to the monthly summary report, this information shall be submitted to IHS, within a reasonable timeframe, anytime upon request.

2.5 Monthly Reporting

Provide table itemizing each call/web ticket by subject, product, submitter, month, submission date, and resolution status.

Provide graphs documenting number of trouble tickets/support calls created by month, ticket breakdown by product, number of tickets created by user, number of tickets per year, and a ticket per month comparison that includes each contract year awarded.

Each monthly report shall build on the previous report(s) to create a running annual report for the duration of the contract.

Provide reports to the COR by the 15th of each month for use in the monthly meetings.

2.6 Performance Standards

Performance Standard & Acceptable Quality Level (AQL)*

Monitoring Method

Incentive positive/negative

Phone Support o Provide toll free telephone line for IHS users within 21 days of contract award o Create web-based ticket in the tracking system during call and update ticket to describe the resolution o Provide final version of a user support job aid to the COR within 21 days of contract award o Follow-up response to caller within one hour (or otherwise agreed upon time) if unable to resolve issue immediately at least 90% of the time o Respond to calls left on voice mail within one hour or at the beginning of the next business day if message arrives after business hours at least 90% of the time o Provide monthly ticket tracking report to the COR by the 15th of each month unless otherwise approved in writing by the COR.

o Monthly reporting summary o User feedback o Random checks of support system

Positive: Document past performance report card, paying particular attention to performance that exceeded the standard

Negative: Document past performance report card, paying particular attention to performance that is below the standard.

Negative: Possible reduction in payment ranging from 5-100% for not meeting contract requirements for response timelines, not providing reporting, and/or not maintaining an accessible and functioning ticket tracking system during the invoice period.

Potential Deductions o 5-25%: Missing response timeframes 10-25% of the time, not providing data

Web-Based Ticket Tracking System o Access to ticket tracking system within 21 days of contract award o Up to five admin accounts provided to COR designated IHS staff o User interface with minimal clicks, picks, and scrolling to access and print tickets o Acknowledge of receipt of electronic ticket within 2 hours (average) o Ticket resolution average duration <4 hours o Submission of ticket report by the 15th of each month for the previous month.

o Review Ticket Reporting reporting within allowable timeframes, ticket tracking system not accessible/functioning 0-25% of the time o 26-50%: Missing response timeframes 26-50% of the time, ticket tracking system not accessible/functioning 26- 50% of the time o 51-75%: Missing response timeframes 51-75% of the time, ticket tracking system not accessible/functioning 51- 75% of the time o 75-100%: Missing response timeframes 75-100% of the time, ticket tracking system not accessible/functioning 75- 100% of the time

Exception to payment reductions are cases outside of the control of the Vendor (e.g., issues forwarded to the IHS OEHE portal admins or IHS personnel)

2.7 Method and Measurement of Payment

2.7.1 Payment for Help Desk will be as follows:

Measurement: Lump Sum for each contract year to be billed in equal monthly, quarterly, or annual installments unless an alternate payment schedule is approved by the CO and/or COR in writing.

Basis of Payment: Includes all equipment, labor, materials, phone line, web-based ticket tracking system, supplies, and incidentals required to complete the work described in Item 2 Help Desk.

Item 3: Training Resources

3.0 General

Training resources includes the creation and/or execution of competency development opportunities including, but not limited to two-hour virtual training workshops, four-hour periodic advanced virtual workshops, multi-day trainings, and YouTube style short videos.

3.1 Live Virtual Trainings

3.1.1 Training Platform

Provide all IHS users under this solicitation access to a web-based training platform such as Go to Training, Adobe Connect, Zoom, or other equivalent platform that allows access for up to 100 users to connect concurrently over the internet. The Contractor shall be able to share their desktop for viewing as well as change presenters to allow others to share their desktop. The Contractor shall provide a toll-free conference phone number for the session audio. Audio via microphone only will not be accepted as many IHS users do not have access to microphones at their workstation.

3.1.2 Quantity, Topics, Delivery and Frequency & Scheduling

A. Two Hour Virtual Training

Provide two-hour live sessions at the quantity identified in the task order covering various topics relevant to IHS. Where possible live trainings shall be scheduled on the same day and time of each month with exception of Federal holidays. Should a training fall on a Federal Holiday, the training shall be scheduled for the first working day after the holiday unless mutually agreed upon by both the Contractor and IHS.

B. Periodic Advanced Topic Virtual Training

Provide four-hour live sessions as requested in the Task Order. Trainings to be scheduled on mutually agreed upon dates, typically between October and February.

C. Topics

Topics of web-based courses will vary based on the needs of the IHS.

Coordinate topics with the Management Group during the monthly committee meeting conference calls. Examples of training topics: Navigating Enterprise Portal, Field Maps, App Creation, ArcPro - appending data, ArcPro – editing data, ArcPro – Data QA/QC

D. Synopsis and Weblinks

Provide the training link and a brief synopsis of the training topic to the EHSC DSFC Consultant (or designee) a minimum of 30 calendar days in advance of each training to allow time for the EHSC to review and post the training to the EHSC website and open it for registration

E. Recordings for Two-Hour and Periodic Advanced Training Topics

Record each web-based training and provide a mp4 file of the training to the EHSC within 10 working days of each training. The EHSC will process each video through YouTube and add close captioning as part of that conversion.

F. Attendance and Poll Records for Two-Hour and Periodic Advanced Topics

Provide attendance and poll records for each web-based training to the COR or their designee within 10 working days of the completion of each training.

G. Evaluations for Two-Hour and Periodic Advanced Topics

Develop a standardized set of questions in consultation with the EHSC. Collect evaluations electronically upon the completion of each webinar before students drop off the training. Provide evaluations to the EHSC within 15 days of each training.

H. Handouts for Two-Hour and Periodic Advanced Topics

Provide handouts/training materials for each advanced topic web-based training.

Handouts shall be in a docx, pptx, or pdf format and e-mailed to the EHSC for distribution to attendees a minimum of seven calendar days before the training.

The handouts shall also be made available for download or e-mail during the training session.

I. Attendance Summary Reports

Provide graphs documenting the number of webinars attended per attendee, number of attendees per individual webinar topic, number of attendees per general webinar topic (e.g., water, wastewater, tips and tricks) and a comparison of attendees per month. Graphs shall be cumulative for each awarded contract year. Provide electronic graphs to the COR by the 15th of each month for use in the monthly meetings.

J. Pre-qualification – Skills Assessment Quiz for Advanced Topics Only

If requested by IHS develop and execute an electronic pre-qualification quiz to potential training attendees for training courses a minimum 40 calendar days prior to the training. Provide quiz results and recommendations for proposed students a minimum of four days prior to the scheduled training.

3.2 Multiday Training Development

If indicated in the task order, the Vendor shall work with the EHSC to develop customized 3-day (~22-24 hours of content) training courses (in-person or virtual) to meet emerging IHS operational needs relative to GIS workflows. The EHSC shall provide general topic guidance and initial course objectives. Topics may include one or more of the following and shall be based on IHS workflows and data sets.

- ArcGIS Pro – Beginner. E.g., ArcPro user interface, loading portal data, converting CAD drawings, bulk editing, basic QA/QC, filtering, changing symbology, creating maps and borders

- ArcGIS Pro – Intermediate. E.g., Appending data, advanced QA/QC, spatial analysis tools (creating surfaces)

- Field Workflows – E.g., Using existing field map tools, creating customized field maps, taking maps offline

- Using ArcGIS for AutoCAD and ArcPro for bulk data uploads

Work under this section includes developing training courses including course objectives, agenda, instruction methods, teaching and learning strategies, knowledge transfer assessment (e.g., how learning strategies will be assessed), learning materials including slide decks and instructional manuals, learning environment (e.g., instructor to student environment, student to student environment, and student to material environment), and instructor guide for course delivery including course setup, list of manuals/handouts, and exercise instructions. Vendor may use the IHS enterprise training feature services as part of the training.

All training content shall comply with adult education best practices with a minimum of 50% of the course comprised of hands-on exercises unless otherwise approved by the COR. Slide content, when used, should be large enough to easily read (>18 pt.) and include graphs or images in addition to text.

- the Vendor shall submit draft training course documentation and materials to the

COR within 90 days of receiving the training development request unless otherwise approved by the COR in writing

- the COR shall review and provide comments on the draft materials within 10-20 business days of receipt

- the Vendor shall review and revise the materials within 10 business days of comment receipt until accepted by the COR.

- The Vendor shall revise materials within 30 business days of comment receipt from the BETA class offering. The BETA class shall be ordered under the class execution CLIN. Refer to Section 3.3

Draft materials shall be in PowerPoint format, pdf, or other mutually acceptable format for review.

Final and revised training materials shall be provided to the EHSC as follows:

- Presentation Modules – PowerPoint (editable)

- Handouts/Manuals – Original editable document file format (e.g., Word, Excel) and

PDF

- Reference Books – electronic or hard copy

The Vendor shall develop the course for Indian Health Service ownership. The IHS will maintain all ownership rights to reproduce or use the training material provided with this contract without restriction and the right to authorize others to use the materials for any purpose. The Vendor shall only provide these training courses to the government during the contract performance periods. Upon completion of the contract, the Vendor shall turn over all training course materials (content, equipment, and other resources) and may not offer these trainings without the express written permission of the government thru the IHS EHSC office.

3.3 Multiday Trainings: Execution

3.3.1 Pre-qualification or skills assessment test

If requested by the IHS, develop and execute an electronically administered pre-qualification or skills assessment test to potential attendees at least 40 days prior to planned training inclusive of the start date. Provide test results and recommendations for proposed students within 30 days prior to the planned training inclusive of the start date. This test shall be executed electronically and may use the website under Item 2 as its point of entry or platform.

3.3.2 Daily Schedule

Classroom sessions shall start in whole at 8:00am and end at 5:00pm with up to one-hour break for lunch plus break not exceeding a total of 30 minutes in the morning (typically 3 10-minute breaks or two 15-minute breaks) and 30 minutes in the afternoon in the afternoon. The instructor shall be available for questions a minimum of 30 minutes after the end of each class day. Variations beyond incidental occurrences to this are subject to approval by the COR.

Web classroom offering schedule may include multiple four-eight hour sessions spread over a period of up to eight weeks. Any session greater than two hours shall include at least one 15-minute break. Any session over four hours shall include an extra 30 minutes in the schedule to account for one 30-minute break in addition to one or two short 10-minute breaks as needed. Alternate schedules may be approved by the COR in writing.

3.3.3 Equipment

Provide all necessary equipment including, but not limited to, appropriate software version, software licenses, computers with appurtenances for each trainee and the instructor (if mobile computer lab included in task order and requested), and projector. If Vendor wishes to use a microphone they must provide it and all other necessary appurtenances.

Should some equipment be available through the IHS provided venue/facility, its use will be agreed to by both the contractor and IHS and the price reduced accordingly by mutual agreement. The contractor shall be responsible for any of its provided equipment failures or malfunctions. The contractor shall be responsible for any theft, damage or loss of its provided equipment while in transit and for the duration of any classroom session. Additionally, the Vendor shall be responsible for any theft, damage or loss of IHS provided equipment while under their guardianship.

3.3.4 Reference Manuals

Provide spiral bound reference manuals for each attendee of a classroom session to include exercises completed during the course and reference material for future use. The reference manual shall be provided to attendees at the start of each session.