POSTED RFP NOV 2018, 2019 v1.pdf

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SOLICITATION

SECTION A - SOLICITATION/CONTRACT FORM

1. Requisition or other Purchase Authority: Public Law 92.218 as amended

2. Request for Proposal (RFP) Number:

75N91019R00008

3. Issue Date:

November 18, 2019

4. Set Aside:

[X] No

[ ] Yes See Part IV Section L

5. Title : National Cancer Institute's Contact Center

6. ISSUED BY:

Office of Acquisitions National Cancer Institute National Institutes of Health 9609 Medical Center Drive Bethesda, MD 20892-9705

7. SUBMIT OFFERS TO:

See Part III, Section J, "Packaging and Delivery of the Proposal," ATTACHMENT 1 of this Solicitation.

8. Proposals for furnishing the supplies and/or services in THE SCHEDULE will be received at the place specified in, and in the number of copies specified in Attachment 1, "Packaging and Delivery of the Proposal," until 11:30 AM local time on December 18, 2019. Offers will be valid for 120 days unless a different period is specified by the offeror on the Attachment entitled, "Proposal Summary and Data Record, NIH 2043.

9. This solicitation requires delivery of proposals as stated in ATTACHMENT 1, "PACKAGING AND DELIVERY OF THE PROPOSAL." If proposals are required to be delivered to two different locations, the OFFICIAL POINT OF RECEIPT for determining TIMELY DELIVERY is the address provided for the OFFICE OF ACQUISITIONS.

IF YOUR PROPOSAL IS NOT RECEIVED BY THE CONTRACTING OFFICER OR HIS DESIGNEE AT THE PLACE AND TIME SPECIFIED FOR THE OFFICE OF ACQUISITIONS, THEN IT WILL BE CONSIDERED LATE AND HANDLED IN ACCORDANCE WITH subparagraph (c)(3) of FAR Clause 52.215-1, Instructions to Offerors--Competitive Acquisition," LOCATED IN SECTION L.1. OF THIS SOLICITATION.

10. Offeror must be registered in the System for Award Management (SAM) prior to award of a contract. Offerors must access the CCR through The System for Award Management (SAM) at http://www.sam.gov

11. FOR INFORMATION CALL: Kari Peterson

PHONE: 240-276-7480

e-MAIL: kari.peterson@nih.gov

COLLECT CALLS WILL NOT BE ACCEPTED.

Questions related to this RFP shall be submitted no later than 3 PM on November 29, 2019. Secondary Point of Contact

Jill Johnson, Contracting Officer Office of Acquisitions National Cancer Institute http://www.sam.gov

RFP Number : 75N91019R00008

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RFP TABLE OF CONTENTS

PART I - THE SCHEDULE

SECTION A - SOLICITATION/CONTRACT FORM

SECTION B - SUPPLIES OR SERVICES AND PRICES/COSTS

SECTION C - DESCRIPTION/SPECIFICATIONS/WORK STATEMENT

SECTION D - PACKAGING, MARKING AND SHIPPING

SECTION E - INSPECTION AND ACCEPTANCE

SECTION F - DELIVERIES OR PERFORMANCE

SECTION G - CONTRACT ADMINISTRATION DATA

SECTION H - SPECIAL CONTRACT REQUIREMENTS

PART II - CONTRACT CLAUSES

PART III - LIST OF DOCUMENTS, EXHIBITS AND OTHER ATTACHMENTS

SECTION J - LIST OF ATTACHMENTS

SOLICITATION ATTACHMENTS

TECHNICAL PROPOSAL ATTACHMENTS

BUSINESS PROPOSAL ATTACHMENTS

INFORMATIONAL ATTACHMENTS

PART IV - REPRESENTATIONS AND INSTRUCTIONS

SECTION K - REPRESENTATIONS, CERTIFICATIONS AND OTHER STATEMENTS OF OFFERORS

SECTION L - INSTRUCTIONS, CONDITIONS, AND NOTICES TO OFFERORS

1. GENERAL INFORMATION

a. INSTRUCTIONS TO OFFERORS--COMPETITIVE ACQUISITION

b. NAICS CODE AND SIZE STANDARD

c. TYPE OF CONTRACT AND NUMBER OF AWARDS

d. LEVEL OF EFFORT

e. COMMITMENT OF PUBLIC FUNDS

f. COMMUNICATIONS PRIOR TO CONTRACT AWARD

g. RELEASE OF INFORMATION

h. REFERENCE MATERIALS

i. PREPARATION COSTS

j. SERVICE OF PROTEST

2. INSTRUCTIONS TO OFFERORS

a. GENERAL INSTRUCTIONS

1. Contract Type and General Clauses

2. Authorized Official and Submission of Proposal

3. Proposal Summary and Data Record (NIH-2043)

4. Separation of Technical and Business Proposals

5. Alternate Proposals

6. Evaluation of Proposals

7. Potential Award Without Discussions

8. Use of the Metric System of Measurement

9. Privacy Act - Treatment of Proposal Information

10. Selection of Offerors

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11. ROTC Access and Federal Military Recruiting on Campus

12. Certification of Filing and Payment of Taxes

13. Past Performance Information

14. HHS SECURITY AND PRIVACY LANGUGAGE FOR INFORMATION AND IT

PROCUREMENTS

15. Electronic Information Technology Accessibility Notice, HHSAR 352.239-73 (December 2015)

16. Solicitation Provisions Incorporated by Reference

b. TECHNICAL PROPOSAL INSTRUCTIONS

1. Technical Discussions

2. Other Considerations

3. Technical Evaluation

c. BUSINESS PROPOSAL INSTRUCTIONS

1. Basic Cost/Price Information

2. Proposal Cover Sheet

3. Information Other than Cost or Pricing Data

4. Requirements for Cost or Pricing Data or Information Other than Cost and Pricing Data

5. Salary Rate Limitation

6. Small Business Subcontracting Plan

7. Mentor Protege Program, HHSAR 352.219-70

8. HUBZone Small Business Concerns

9. Total Compensation Plan

10. Other Administrative Data

11. Qualifications of the Offeror

12. Subcontractors

13. Proposer's Annual Financial Report

14. Travel Costs/Travel Policy

SECTION M - EVALUATION FACTORS FOR AWARD

1. GENERAL

2. COST/PRICE EVALUATION

3. MANDATORY QUALIFICATION CRITERIA

4. EVALUATION OF OPTIONS

5. TECHNICAL EVALUATION FACTORS

6. EVALUATION OF ELECTRONIC AND INFORMATION TECHNOLOGY ACCESSIBILITY- SECTION

7. PAST PERFORMANCE FACTOR

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PART I - THE SCHEDULE

THE INFORMATION SET FORTH IN SECTION A - SOLICITATION/CONTRACT FORM, HEREIN CONTAINS IMPORTANT INFORMATION FOR ANY OFFEROR INTERESTED IN RESPONDING TO THIS SOLICITATION.

ANY CONTRACT RESULTING FROM THIS SOLICITATION WILL INCLUDE IN ITS SECTION A - SOLICITATION/ CONTRACT FORM, ACCOUNTING, APPROPRIATION AND GENERAL INFORMATION APPLICABLE TO THE

CONTRACT AWARD.

THE CONTRACT SCHEDULE SET FORTH IN SECTIONS B THROUGH H, HEREIN, CONTAINS CONTRACTUAL INFORMATION PERTINENT TO THIS SOLICITATION. IT IS NOT AN EXACT REPRESENTATION OF THE CONTRACT DOCUMENT THAT WILL BE AWARDED AS A RESULT OF THIS SOLICITATION. THE CONTRACT COST OR PRICE AND OTHER CONTRACTUAL PROVISIONS PERTINENT TO THE OFFEROR (i.e., those relating to the organizational structure [e.g., Non-Profit, Commercial] and specific cost authorizations unique to the Offeror's proposal and requiring Contracting Officer Prior Approval) WILL BE DISCUSSED IN THE NEGOTIATION PROCESS AND WILL BE INCLUDED IN THE RESULTANT CONTRACT. THE ENCLOSED CONTRACT SCHEDULE IS

INTENDED TO PROVIDE THE OFFEROR WITH THE NECESSARY INFORMATION TO UNDERSTAND THE

TERMS AND CONDITIONS OF THE RESULTANT CONTRACT.

SECTION B - SUPPLIES OR SERVICES AND PRICES/COSTS

ARTICLE B.1. BRIEF DESCRIPTION OF SUPPLIES OR SERVICES

The Contractor shall operate the National Cancer Institute's Contact Center to handle inquiries on behalf of NCI. The Contractor shall provide scientifically based, unbiased information to patients, their families and friends, physicians and other health professionals, and the general public about all aspects of cancer including: cancer research and clinical trials; cancer prevention; risk factors; symptoms; early detection; diagnosis; treatment; living with cancer; and tobacco and cessation counseling and information. The Contractor shall provide and manage a bilingual (English and Spanish) contact center.

ARTICLE B.2. ESTIMATED COST - OPTION

a. The estimated cost of the Base Period of this contract is TBD.

b. The fixed fee for the Base Period of this contract is TBD. For level of effort contracts: The fixed fee shall be paid in direct ratio to the level of effort expended; that is, the percent of fee paid shall be equal to the percent of total effort expended. Payment shall be subject to the withholding provisions of the clauses ALLOWABLE COST AND PAYMENT and FIXED FEE referenced in the General Clause Listing in Part II, ARTICLE I.1. of this contract.

c. The total estimated amount of the contract, represented by the sum of the estimated cost plus the fixed fee for the Base Period is TBD.

d. If the Government exercises its option pursuant to the OPTION PROVISION Article in SECTION H of this contract, the Government's total estimated contract amount represented by the sum of the estimated cost plus the fixed fee will be increased as follows:

Base and Option Periods Estimated Cost ($) Fixed Fee($) Estimated Cost Plus Fixed Fee ($)

Base Period (12 months) TBD TBD TBD

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Base and Option Periods Estimated Cost ($) Fixed Fee($) Estimated Cost Plus Fixed Fee ($)

Option A for VA Increased Services

TBD TBD TBD

Option Period 1 (12 months)

TBD TBD TBD

Option B for VA Increased Services

TBD TBD TBD

Option Period 2 (12 months)

TBD TBD TBD

Option C for VA Increased Services

TBD TBD TBD

Option Period 3 (12 months)

TBD TBD TBD

Option D for VA Increased Services

TBD TBD TBD

Option Period 4 (12 months)

TBD TBD TBD

Option E for VA Increased Service

TBD TBD TBD

Total (Base Period and Option Periods)

TBD TBD TBD

ARTICLE B.3. ESTIMATED COST - INCREMENTALLY FUNDED CONTRACT

a. The total estimated cost to the Government for full performance of this contract, including all allowable direct and indirect costs, is TBD .

b. The following represents the schedule* by which the Government expects to allot funds to this contract:

CLIN, Task, Number of Description

Start Date of Period or Increment of Performance

End Date of Period or

Increment of Perfromance

Estaimated Cost ($)

Fee ($) (as appropriate

Estimated Cost Plus Fee ($) (as appropriate)

[Total] [Total] [Total]

*To be inserted after negotiation

c. Total funds currently obligated and available for payment under this contract are TBD.

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d. The Contracting Officer may issue unilateral modifications to obligate additional funds to the contract and make related changes to paragraphs b. and/or c., above.

e. Until this contract is fully funded, the requirements of the clause at FAR 52.232-22, Limitation of Funds, shall govern. Once the contract is fully funded, the requirements of the clause at FAR 52.232-20, Limitation of Cost, shall govern.

ARTICLE B.4. PROVISIONS APPLICABLE TO DIRECT COSTS

This article will prohibit or restrict the use of contract funds, unless otherwise approved by the Contracting Officer. The following is a list of items that may be included in the resultant contract as applicable. 1) Conferences & Meetings, 2) Food for Meals, Light Refreshments & Beverages, 3) Promotional Items, 4) Acquisition, by purchase or lease, of any interest in real property; 5) Special rearrangement or alteration of facilities; 6) Purchase or lease of any item of general purpose office furniture or office equipment regardless of dollar value; 7) Travel Costs including Foreign Travel; 8) Consultant Costs; 9) Subcontract Costs; 10) Patient Care Costs; 11) Accountable Government Property; 12) Printing costs; and 13) Research Funding.

ARTICLE B.5. ADVANCE UNDERSTANDINGS

Specific elements of cost, which normally require prior written approval of the Contracting Officer before incurrence of the cost (e.g., foreign travel, consultant fees, subcontracts) will be included in this Article if the Contracting Officer has granted his/her approval prior to contract award.

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SECTION C - DESCRIPTION/SPECIFICATIONS/WORK STATEMENT

ARTICLE C.1. STATEMENT OF WORK

a. Independently and not as an agent of the Government, the Contractor shall be required to furnish all the necessary services, qualified personnel, material, equipment, and facilities, not otherwise provided by the Government, as needed to perform the Statement of Work, dated August 15, 2019, attached hereto and made a part of this Solicitation (See SECTION J - List of Attachments).

b. The applicable Privacy Act System of Records Number will be specified and shall be used in any design, development, or operation work to be performed under the resultant contract. Disposition of records shall be in accordance with SECTION C of the contract, and by direction of the Contracting Officer's Representative (COR).

ARTICLE C.2. REPORTING REQUIREMENTS

All reports required herein shall be submitted in electronic format via email as attachments to the following designated NCI Branch Distribution Mailbox: ncibrancheinvoices@mail.nih.gov.

Each email submission shall contain only one deliverable. If the attached files for the deliverable exceed 50 MB, the contractor shall divide the deliverable into files of 50 MB each. All deliverables should be limited to five file attachments or less. We understand that in some cases more than five attachments will be necessary.

The subject line of the email should read as follows:

Deliverable_Contract Number_Vendor's Name_ Deliverable Description_Due Date

All electronic reports submitted shall be compliant with Section 508 of the Rehabilitation Act of 1973. Additional information about testing documents for Section 508 compliance, including guidance and specific checklists, by application, can be found at: http://www.hhs.gov/web/508/index.html under "Making Files Accessible."

Data transfer of PII or sensitive information to NCI shall be encrypted.

a. Technical Progress Reports

1. Technical Reports

In addition to those reports required by the General Provisions and other terms of this contract, the Contractor shall prepare and submit the following reports.

Formats for all designated reports will be provided by NCI.

(1) Monthly Progress Report

Within fifteen (15) calendar days of the first of each month, a monthly report shall be provided. This report shall include a description of the activities during the reporting period, and the activities planned for the next month. The first reporting period consists of the first full month of performance on the contract plus any fraction of the initial month of the contract. Thereafter, the reporting period shall consist of each calendar month. A Monthly Progress Report will not be required for the period when the Final Progress Report is due.

(2) Final Progress Report

This report shall include a summary of the results of the work performed over the entire contract.

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(3) Annual Management Plan

The contractor shall provide an Annual Management Plan within fifteen (15) days following each reporting period that details how the contractor manages each task of the contract. The Annual Management Plan shall discuss the current status of contract tasks, and future plans and priorities for the following contract year.

(4) Budget Analysis

The Quarterly Budget Analysis shall address the following:

• Costs per contact for each access channel

• Cost of staff recruitment

• Costs of initial training, continuing education, and remediation training for staff that require performance improvement with analysis of return on investment

• Costs of supervision, e.g. level of effort and costs associated with performing supervisory functions on the contract

b. Other Reports/Deliverables

(1) Training Materials Development and Other Contact Center Operations Support Materials

In accordance with Task 4 of the Statement of Work, the contractor will review and revise Initial Training modules annually. New modules and other Contact Center Operations Support Materials will be developed in accordance with the Ad Hoc deliverable referenced in this schedule. Continuing Education (CE) modules will be developed in accordance with the Annual Training Plan and submitted to the NCI COR in the quarter prior to the contractor implementing the CE in the Contact Center. For the development of Continuing Education modules, the NCI COR must review the concept for the CE module and final document prior to the contractor implementing the CE in the Contact Center.

(2) Annual Training Plan

The Annual Training Plan will describe how the contractor will identify and meet the learning needs of Contact Center staff for the year. The plan must include training to address content knowledge, skill development, specific performance improvement goals, and continual quality improvement for all points of contact and for services in English and Spanish. The Annual Training Plan will describe how the contractor will address training over the course of the year. The Annual Training Plan shall address specific performance improvement goals, continual quality improvement and content knowledge, any skills-specific development, and Spanish language content training.

(3) Pilot Projects and/or Health Communication Projects Implementation Plan

The contractor shall present an implementation plan for training and implementation of pilot projects and/or NCI-approved health communication projects prior to their implementation date.

(4) Staff Census Report

The Contractor shall provide a census of Contact Center staff including, but not limited to: date of hire, date of departure, and total Full Time Equivalent employees. This report will also include the access channels in which each Information Specialist is skilled.

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(5) Data: Contact Quality and Call Recording Databases

Contractors use a Contact Quality Database (CQD) and an NCI furnished call recording database to enter scores from quality monitoring. Entry of monitoring data permits management to track performance of each Information Specialist, run performance reports, and identify performance trends, training needs, quality issues, and areas for continuous quality improvement.

(6) Performance Improvement Plan

Upon request, the contractor shall submit a Performance Improvement Plan that highlights priorities for continuous improvement, specific targets the contractor plans to meet, and strategies the contractor shall implement as part of the plan.

(7) Quality Assurance Staff Acknowledgement Form

All contract staff responding to NCI contacts must sign the NCI Contact Center Quality Assurance Staff Acknowledgement Form. This form outlines contractor expectations for quality assurance and NCI's role in quality assurance of contractors.

(8) Quality Assurance Confidentiality Statement

The Contact Center Quality Assurance Confidentiality Statement outlines NCI's expectations for Contact Center contractors in respect to confidentiality in the use of audio files. All contract staff designated on the Contact Center shall sign the Contact Center Quality Assurance Confidentiality Statement and return it within 15 days of employment on the contract.

(9) Quality Performance Report

The Contractor shall provide a monthly consolidated performance report in an executive summary style for the overall Contact Center program. The report shall provide consolidated performance reports on a monthly basis (as defined by program and channel) summarizing the operational statistics for individual programs and provide a rollup total of all supported programs; provide performance reports showing trends in chart or graph format; show comparisons month to month; contract year to contract year and; same period previous year.

(10) Quality Remediation Plan

Upon request, the Contractor shall provide a Quality Remediation Plan when a quality assurance score of 90% or greater (quarterly) is not met on all access channels. The plan should outline the issue, tools needed to address the identified areas of deficiency, and the corrective action taken to for resolution.

(11) Telephone Performance Report

The Contractor shall provide monthly reports for telephone response service. The report is due within fifteen days of the completion of the Month. Reports shall contain the following:

a. Total calls offered during report period;

b. Total voicemail messages received and transcribed;

c. Total calls handled by agents; and

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d. Number of calls requiring callback.

(12) Email Performance Report

The Contractor shall provide monthly reports for email response service. The monthly report is due within fifteen days of the completion of the month. Reports for email inquiries must contain the following:

a. Total emails received, handled and requiring response during report period;

b. Total spam/nuisance email; and

c. Average email response time (in hours and minutes).

(13) LiveHelp Performance Report

The Contractor shall provide monthly reports for web chat service. The monthly report is due within fifteen days of the completion of the month. Reports for chat inquiries must contain the following:

a. Total chat requests submitted during report period;

b. Total chats handled, cancelled and abandoned; and

c. Percentage of chats abandoned.

(14) Postal Mail Report

The Contractor shall provide monthly reports for postal mail service. The monthly report is due within fifteen days of the completion of the month. Reports must contain the following:

a. Total postal mail inquiries received; and

b. Disposition of each response (responded by letter, email, phone call).

(15) Social Media Report

The Contractor shall provide monthly reports for social media responses. The monthly report is due within fifteen days of the completion of the month. Reports must contain the following:

a. Total social media comments/inquiries received;

b. Total number of social media posts monitored; and,

c. Topics of social media comments/inquiries received.

(16) Quality Monitoring Report

The Contractor shall provide monthly reports on the quality of service achieved for each service type supported (e.g., phone, email, LiveHelp). The reports must contain monthly and fiscal year rollup for each of the reported elements identified below, as well as average percentage obtained by quality indicator trended monthly. Report must include:

a. Number of monitoring sessions conducted for each channel (by language);

b. Average total score by channel and language;

c. Average total score of the evaluated elements for each service type (e.g., phone, email, web chat);

d. Overall average percentage obtained by quality indicator; and,

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e. Quality improvement actions and results.

(17) Optimal Customer Experience Strategy Plan

The Contractor shall provide a customer experience strategy plan that highlights strategies for engagement and collaboration, listening and learning, and alignment to NCI customer needs.

(18) Continuity of Operations/Disaster Recovery Plan

In order to ensure optimal service to the public, the Contractor shall develop a Continuity of Operations/Disaster Recovery Plan to be delivered to the Government for review, 30 days following contract award. The plan shall identify risks as well as steps necessary to prevent reoccurrence of the disruption. The plan shall include an alternate set of steps to minimize the impact should prevention fail. The plan must define the precise steps the contractor will take to recover as quickly as possible, including recovery procedures for the physical facility, internet connectivity, contact center systems and applications, telecommunication infrastructure at the contractor's facility, and customer access channels. The plan shall include the contractor's plan for sufficient redundancy to allow for modified business operations depending on the severity of the disaster.

(19) Contact Center Innovation and Strategy Plan

Over the life of the contract, it is important to demonstrate innovative communication technologies and strategies to advance Contact Center operations and efficiency. The contractor shall submit a Contact Center Innovation and Strategy Plan that suggests program enhancements and the use of innovative technology solutions that serve to advance Contact Center operations and efficiency. The plan shall provide clear explanations of impact to current operations, the expected additional investment in scope/schedule/cost, if any, and the greater overall value achieved by implementing proposed.

(20) Transition Plan/Deliverables

Develop and submit a final transition-in plan within 7 days of contract award. The plan shall include a technical and management approach that is clear and complete including the timeline and resources required to commence contact center operations. The transition-in plan shall detail the planned transition methodology in logical sequence to ensure a smooth transition of all tasks and/or subtasks of the NCI Contact Center without interruption or degradation of service levels from the current Contractor.

At the completion of the contract, contractor shall deliver a transition-out plan, materials, data, documentation, and software developed or used to support contract activities. A delivery schedule for these transition items will be set by the Government prior to the completion date of the contract. The draft transition plan is due 90 days prior to contract expiration and will become final upon approval of the COR.

Formats for the Monthly Progress Report, Final Progress Report, Annual Management Plan, Budget Analysis, Annual Training Plan, Staff Census Report, Performance Improvement Plan, Quality Assurance Staff Acknowledgment Form, Quality Assurance Confidentiality Statement, Continuity of Operations/Disaster Recovery Plan, and additional data, program information requests, and ad hoc reports will be provided by the Government.

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HHS SECURITY AND PRIVACY LANGUAGE FOR INFORMATION AND IT PROCUREMENTS

INFORMATION AND/OR PHYSICAL SECURITY DELIVERABLES

A. Security Assessment and Authorization (SA&A)- A valid authority to operate (ATO) certifies that the Contractor's information system meets the contract's requirements to protect the agency data. If the system under this contract does not have a valid ATO, the Contractor (and/or any subcontractor) shall work with the agency and supply the deliverables required to complete the ATO within the specified timeline(s) within three (3) months after contract award. The Contractor shall conduct the SA&A requirements in accordance with HHS IS2P, NIST SP 800-37, Guide for Applying the Risk Management Framework to Federal Information Systems: A Security Life Cycle Approach (latest revision). For an existing ATO, Contracting Officer Representative must make a determination if the existing ATO provides appropriate safeguards or if an additional ATO is required for the performance of the contract and state as such. NIH acceptance of the ATO does not alleviate the Contractor's responsibility to ensure the system security and privacy controls are implemented and operating effectively.

B. SA&A Package Deliverables - The Contractor (and/or any subcontractor) shall provide an SA&A package within 30 days of contract award to the CO and/or COR. The following SA&A deliverables are required to complete the SA&A package.

• System Security Plan (SSP) - due within 30 days after contract award. The SSP shall comply with the NIST SP 800-18, Guide for Developing Security Plans for Federal Information Systems, the Federal Information Processing Standard (FIPS) 200, Recommended Security Controls for Federal Information Systems, and NIST SP 800-53, Security and Privacy Controls for Federal Information Systems and Organizations applicable baseline requirements, and other applicable NIST guidance as well as HHS and NIH policies and other guidance. The SSP shall be consistent with and detail the approach to IT security contained in the Contractor's bid or proposal that resulted in the award of this contract. The SSP shall provide an overview of the system environment and security requirements to protect the information system as well as describe all applicable security controls in place or planned for meeting those requirements. It should provide a structured process for planning adequate, cost-effective security protection for a system.

The Contractor shall update the SSP at least annually thereafter.

• Security Assessment Plan/Report (SAP/SAR) - due 30 days after the contract award. The security assessment shall be conducted by the assessor and be consistent with NIST SP 800-53A, NIST SP 800-30, and HHS and NIH policies. The assessor will document the assessment results in the SAR. The NIH should determine which security control baseline applies and then make a determination on the appropriateness/ necessity of obtaining an independent assessment. Assessments of controls can be performed by contractor, government, or third parties, with third party verification considered the strongest. If independent assessment is required, include statement below. Thereafter, the Contractor, in coordination with the NIH shall conduct/ assist in the assessment of the security controls and update the SAR at least annually.

• Independent Assessment - due 90 days after the contract award. The Contractor (and/or subcontractor) shall have an independent third-party validate the security and privacy controls in place for the system(s).

The independent third party shall review and analyze the Security Authorization package, and report on technical, operational, and management level deficiencies as outlined in NIST SP 800-53. The Contractor shall address all "high" deficiencies before submitting the package to the Government for acceptance. All remaining deficiencies must be documented in a system Plan of Actions and Milestones (POA&M).

• POA&M - due 30 days after contract award. The POA&M shall be documented consistent with the HHS Standard for Plan of Action and Milestones and NIH policies. All high-risk weaknesses must be mitigated within 30 days and all medium weaknesses must be mitigated within 60 days from the date the weaknesses are formally identified and documented. The NIH will determine the risk rating of vulnerabilities. Identified risks stemming from deficiencies related to the security control baseline implementation, assessment, continuous monitoring, vulnerability scanning, and other security reviews and sources, as documented in the SAR, shall be documented and tracked by the Contractor for mitigation in the POA&M document. Depending on the severity of the risks, NIH may require designated POAM weaknesses to be remediated before an ATO is issued. Thereafter, the POA&M shall be updated at least quarterly.

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C. Contingency Plan and Contingency Plan Test - due 60 days after contract award. The Contingency Plan must be developed in accordance with NIST SP 800- 34, Contingency Planning Guide for Federal Information Systems, and be consistent with HHS and NIH policies. Upon acceptance by the System Owner, the Contractor, in coordination with the System Owner, shall test the Contingency Plan and prepare a Contingency Plan Test Report that includes the test results, lessons learned and any action items that need to be addressed. Thereafter, the Contractor shall update and test the Contingency Plan at least annually.

• E- Authentication Questionnaire - The contractor ( and/ or any subcontractor) shall collaborate with government personnel to ensure that an E- Authentication Threshold Analysis ( E- auth TA) is completed to determine if a full E- Authentication Risk Assessment ( E- auth RA) is necessary. System documentation developed for a system using E- auth TA/ E- auth RA methods shall follow OMB 04- 04 and NIST SP 800- 63, Rev. 2, Electronic Authentication Guidelines. Based on the level of assurance determined by the E- Auth, the Contractor ( and/ or subcontractor) must ensure appropriate authentication to the system, including remote authentication, is in- place in accordance with the assurance level determined by the E- Auth ( when required) in accordance with HHS policies.

D. POSITION SENSITIVITY DESIGNATIONS All Contractor ( and/ or any subcontractor) employees must obtain a background investigation commensurate with their position sensitivity designation that complies with Parts 1400 and 731 of Title 5, Code of Federal Regulations ( CFR). The following position sensitivity designation levels apply to this solicitation/ contract:

[ ] Level 6: Public Trust - High Risk. Contractor/ subcontractor employees assigned to Level 6 positions shall undergo a Suitability Determination and Background Investigation ( MBI).

[X] Level 5: Public Trust - Moderate Risk. Contractor/ subcontractor employees assigned to Level 5 positions with no previous investigation and approval shall undergo a Suitability Determination and a Minimum Background Investigation ( MBI), or a Limited Background Investigation ( LBI).

[X] Level 1: Non- Sensitive. Contractor/ subcontractor employees assigned to Level 1 positions shall undergo a Suitability Determination and National Check and Inquiry Investigation ( NACI).

1. HOMELAND SECURITY PRESIDENTIAL DIRECTIVE (HSPD)-12

Roster-

a. The Contractor (and/or any subcontractor) shall submit a roster by name, position, e-mail address, phone number and responsibility, of all staff working under this acquisition where the Contractor will develop, have the ability to access, or host and/or maintain a government information system(s). The roster shall be submitted to the COR and/or CO within fourteen (14) calendar days after the effective date of this contract.

Any revisions to the roster as a result of staffing changes shall be submitted within seven (7) calendar days of the change. The COR will notify the Contractor of the appropriate level of investigation required for each staff member. An electronic template, "Roster of Employees Requiring Suitability Investigations," is available for contractor use at: https://ocio.nih.gov/aboutus/publicinfosecurity/acquisition/Documents/ SuitabilityRoster_10-15-12.xlsx .

b. If the Contractor is filling a new position, the Contractor shall provide a position description and the Government will determine the appropriate suitability level. Upon receipt of the Government's notification of applicable Suitability Investigations required, the Contractor shall complete and submit the required forms within 30 days of the notification.

c. Upon receipt of the Government's notification of applicable Suitability Investigations required, the Contractor shall complete and submit the required forms within 30 days of the notification.

d. The Contractor shall notify the Contracting Officer in advance when any new personnel, who are subject to a background check/investigation, will work under the contract and if they have previously been the subject of national agency checks or background investigations.

e. All contractor and subcontractor employees shall comply with the conditions established for their designated position sensitivity level prior to performing any work under this contract. Contractors may begin work after the fingerprint check has been completed.

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f. Investigations are expensive and may delay performance, regardless of the outcome of the investigation.

Delays associated with rejections and consequent re-investigations may not be excusable in accordance with the FAR clause, Excusable Delays - see FAR 52.249-14. Accordingly, the Contractor shall ensure that any additional employees whose names it submits for work under this contract have a reasonable chance for approval.

g. Typically, the Government investigates personnel at no cost to the Contractor. However, multiple investigations for the same position may, at the Contracting Officer's discretion, justify reduction(s) in the contract price of no more that the cost of the additional investigation(s).

h. The Contractor shall include language similar to this "HHS Controlled Facilities and Information Systems Security" language in all subcontracts that require subcontractor personnel to have the same frequency and duration of (1) physical access to an HHS-controlled facility; (2) logical access to an HHS-controlled information system; (3) access to sensitive HHS data/information, whether in an HHS-controlled information system or in hard copy; or (4) any combination of circumstances (1) through (3).

i. The Contractor shall direct inquiries, including requests for forms and assistance, to the Contracting Officer or designee.

j. Within 7 calendar days after the Government's final acceptance of the work under this contract, or upon termination of the contract, the Contractor shall return all identification badges to the Contracting Officer or designee.

E. CONTRACT INITIATION AND EXPIRATION

1. General Security Requirements- The Contractor (and/or any subcontractor) shall comply with information security and privacy requirements, Enterprise Performance Life Cycle (EPLC) processes, HHS Enterprise Architecture requirements to ensure information is appropriately protected from initiation to expiration of the contract. All information systems development or enhancement tasks supported by the contractor shall follow the HHS EPLC framework and methodology or and in accordance with the HHS Contract Closeout Guide (2012). HHS EA requirements may be located here: https://www.hhs.gov/ocio/ea/ documents/proplans.html

2. System Documentation- Contractors (and/or any subcontractors) must follow and adhere to NIST SP 800-64, Security Considerations in the System Development Life Cycle, at a minimum, for system development and provide system documentation at designated intervals (specifically, at the expiration of the contract) within the EPLC that require artifact review and approval.

3. Sanitization of Government Files and Information- As part of contract closeout and at expiration of the contract, the Contractor (and/or any subcontractor) shall provide all required documentation in accordance with the NIH Media Sanitization and Disposal Policy to the CO and/or COR to certify that, at the government's direction, all electronic and paper records are appropriately disposed of and all devices and media are sanitized in accordance with NIST SP 800-88, Guidelines for Media Sanitization.

4. Notification- The Contractor (and/or any subcontractor) shall notify the CO and/or COR and system ISSO within fifteen days before an employee stops working under this contract.

5. Contractor Responsibilities Upon Physical Completion of the Contract- The contractor (and/or any subcontractors) shall return all government information and IT resources (i.e., government information in non-government-owned systems, media, and backup systems) acquired during the term of this contract to the CO and/or COR. Additionally, the Contractor shall provide a certification that all government information has been properly sanitized and purged from Contractor-owned systems, including backup systems and media used during contract performance, in accordance with HHS and/or NIH policies.

6. The Contractor (and/or any subcontractor) shall perform and document the actions identified in the NIH Contractor Employee Separation Checklist https://ocio.nih.gov/aboutus/publicinfosecurity/acquisition/ Documents/Emp-sep-checklist.pdf when an employee terminates work under this contract within 2 days of the employee's exit from the contract. All documentation shall be made available to the CO and/or COR upon request.

F. Contractor Non- Disclosure Agreement ( NDA)- Each Contractor ( and/ or any subcontractor) employee having access to non- public government information under this contract shall complete the NIH non- disclosure agreement https:// ocio.nih.gov/ aboutus/ publicinfosecurity/ acquisition/ Documents/ Nondisclosure.pdf, as applicable. A copy

- 15 -of each signed and witnessed NDA shall be submitted to the Contracting Officer ( CO) and/ or CO Representative ( COR) prior to performing any work under this acquisition.

G. Vulnerability Scanning Reports The Contractor shall report the results of the required monthly special vulnerability scans no later than 10 days following the end of each reporting period. If required monthly, this report may be included as part of the Technical Progress Report. Otherwise, this report shall be submitted under a separate cover on monthly basis.

H. Government Access for Security Assessment. In addition to the Inspection Clause in the contract, the Contractor ( and/ or any subcontractor) shall afford the Government access to the Contractor's facilities, installations, operations, documentation, information systems, and personnel used in performance of this contract to the extent required to carry out a program of security assessment ( to include vulnerability testing), investigation, and audit to safeguard against threats and hazards to the confidentiality, integrity, and availability of federal data or to the protection of information systems operated on behalf of HHS, including but are not limited to:

a. At any tier handling or accessing information, consent to and allow the Government, or an independent third party working at the Government's direction, without notice at any time during a weekday during regular business hours contractor local time, to access contractor and subcontractor installations, facilities, infrastructure, data centers, equipment ( including but not limited to all servers, computing devices, and portable media), operations, documentation ( whether in electronic, paper, or other forms), databases, and personnel which are used in performance of the contract. The Government includes but is not limited to the U.S. Department of Justice, U.S. Government Accountability Office, and the HHS Office of the Inspector General ( OIG). The purpose of the access is to facilitate performance inspections and reviews, security and compliance audits, and law enforcement investigations. For security audits, the audit may include but not be limited to such items as buffer overflows, open ports, unnecessary services, lack of user input filtering, cross site scripting vulnerabilities, SQL injection vulnerabilities, and any other known vulnerabilities.

b. At any tier handling or accessing protected information, fully cooperate with all audits, inspections, investigations, forensic analysis, or other reviews or requirements needed to carry out requirements presented in applicable law or policy. Beyond providing access, full cooperation also includes, but is not limited to, disclosure to investigators of information sufficient to identify the nature and extent of any criminal or fraudulent activity and the individuals responsible for that activity. It includes timely and complete production of requested data, metadata, information, and records relevant to any inspection, audit, investigation, or review, and making employees of the contractor available for interview by inspectors, auditors, and investigators upon request. Full cooperation also includes allowing the Government to make reproductions or copies of information and equipment, including, if necessary, collecting a machine or system image capture.

c. Segregate Government protected information and metadata on the handling of Government protected information from other information. Commingling of information is prohibited. Inspectors, auditors, and investigators will not be precluded from having access to the sought information if sought information is commingled with other information.

d. Cooperate with inspections, audits, investigations, and reviews.

1. Section 508 Annual Report

The contractor shall submit an annual Section 508 report in accordance with the schedule set forth by the Contracting Officer (CO)/Contracting Officer's Representative (COR). The Section 508 Report Template and Instructions for completing the report are available at: http://www.hhs.gov/web/508/ contracting/technology/vendors.html under "Vendor Information and Documents."

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SECTION D - PACKAGING, MARKING AND SHIPPING

All deliverables required under this contract shall be packaged, marked and shipped in accordance with Government specifications. At a minimum, all deliverables shall be marked with the contract number and Contractor name. The Contractor shall guarantee that all required materials shall be delivered in immediate usable and acceptable condition.

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SECTION E - INSPECTION AND ACCEPTANCE

a. The Contracting Officer or the duly authorized representative will perform inspection and acceptance of materials and services to be provided.

b. For the purpose of this SECTION, the Contracting Officer's Representative is the authorized representative of the Contracting Officer.

c. Inspection and acceptance will be performed at:

National Cancer Institute 9609 Medical Center Drive, Room TBD Rockville, MD 20850

Acceptance may be presumed unless otherwise indicated in writing by the Contracting Officer or the duly authorized representative within 30 days of receipt.

d. This contract incorporates the following clause by reference, with the same force and effect as if it were given in full text. Upon request, the Contracting Officer will make its full text available.

FAR Clause 52.246-5, Inspection of Services - Cost-Reimbursement (April 1984).

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SECTION F - DELIVERIES OR PERFORMANCE

ARTICLE F.1. PERIOD OF PERFORMANCE

1. The period of performance of this contract shall be on or about May 1, 2020 through April 30, 2021.

2. If the Government exercises its option(s) pursuant to the OPTION PROVISION Article in Section H of this contract, the estimated period of performance will be increased as listed below:

Option Option Period

Option Period 1

May 1, 2021 - April 30, 2022 Option Period 2 May 1, 2022 - April 30, 2023 Option Period 3 May 1, 2023 - April 30, 2024 Option Period 4 May 1, 2024 - April 30, 2025

ARTICLE F.2. DELIVERIES

Satisfactory performance of the final contract shall be deemed to occur upon performance of the work described in the Statement of Work Article in SECTION C of this contract and upon delivery and acceptance by the Contracting Officer, or the duly authorized representative, of the following items in accordance with the stated delivery schedule:

1. The items specified below as described in the REPORTING REQUIREMENTS Article in SECTION C of this contract will be required to be delivered F.o.b. Destination as set forth in FAR 52.247-35, F.o.b. DESTINATION, WITHIN CONSIGNEES PREMISES (APRIL 1984), and in accordance with and by the date(s) specified below:

Item Deliverable Delivery Schedule

Technical Reports

(1) Monthly Progress Reports Within fifteen (15) calendar days following each reporting period

(2) Final Progress Report On or before contract completion date

(3) Annual Management Plan Within fifteen (15) calendar days following each reporting period

(4) Budget Analysis Within fifteen (15) calendar days following each reporting period

Other Reports/Deliverables

(1) Training Materials Development and Other Contact Center Operations Support Materials

As requested by COR

(2) Annual Training Plan Due within forty-five (45) calendar days following each reporting period

(3) Pilot Projects and/or Health Communication Projects Implementation Plan

As requested by COR.

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Item Deliverable Delivery Schedule

(4) Staff Census Report Due on a quarterly basis. Within fifteen (15) calendar days following each reporting period.

(5) Data: Contract Quality and Call Recording Databases

Due on a weekly basis. As requested by COR.

(6) Performance Improvement Plan Due on a quarterly basis. Within fifteen (15) calendar days following each reporting period.

(7) Quality Assurance Staff Acknowledgement Form

Prior to performing any work under this contract

(8) Quality Assurance Confidentiality Statement

Prior to performing any work under this contract

(9) Quality Performance Report Within fifteen (15) calendar days of the first of each month

(10) Quality Remediation Plan As requested by COR.

(11) Telephone Performance Report Within fifteen (15) calendar days of the first of each month

(12) Email Performance Report Within fifteen (15) calendar days of the first of each month

(13) LiveHelp Performance Report Within fifteen (15) calendar days of the first of each month

(14) Postal Mail Report Within fifteen (15) calendar days of the first of each month

(15) Social Media Report Within fifteen (15) calendar days of the first of each month

(16) Quality Monitoring Report Within fifteen (15) calendar days of the first of each month

(17) Optimal Customer Experience Strategy Plan

As requested by COR.

(18) Continuity of Operations / Disaster Recovery Plan

Within thirty (30) calendar days of contract award

(19) Contact Center Innovation and Strategy Plan

Within ninety (90) calendar days following contract award.

Thereafter, this plan shall be submitted on ad hoc basis as requested by COR.

(20) Transition Plan and Deliverables Within 7 days of contract award for transition-in plan and within ninety (90) calendar days prior to contract completion date for transition-out plan.

Information and Physical Security Deliverables

(1) Security Assessment & Authorization Within ninety (90) calendar days after contract award

(2) SA&A Package Deliverables: Due within thirty (30) calendar days after contract award

System Security Plan (SS) Due within thirty (30) calendar days after contract award

Security Assessment Plan/Report (SAP/

SAR)

Due within thirty (30) calendar days after contract award

Independent Assessment Due within ninety (90) calendar days after contract award

POA&M Due within thirty (30) calendar days after contract award

(3) Contingency Plan and Contingency Plan Test

Due within sixty (60) calendar days after contract award

(4) Positions Sensitivity Designations:

Roster

Prior to performing any work under this contract. Roster due within fourteen (14) calendar days after the award.

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Item Deliverable Delivery Schedule

(5) Contract Initiation and Expiration At the beginning and end of the contract

(6) Contractor Non-Disclosure Agreements Prior to performing any work under this contract

(7) Vulnerability Scanning Reports Within ten (10) calendar days following the end of each reporting period.

(8) Section 508 Annual Report Within twenty-one (21) calendar days following each reporting period

2. The above items shall be addressed and delivered to:

Addressee Deliver To Deliverable Item No.

Contracting Officer's Representative (COR) ncibrancheinvoices@mail.nih.gov Technical Reports 1-4

Other Reports 1 -20

IT Reports 1-8

Contracting Officer ncibrancheinvoices@mail.nih.gov Technical Reports 1-4

IT Reports 1-8

ARTICLE F.3. LEVEL OF EFFORT

a. During the base period of performance of this contract, the Contractor shall provide direct labor Hours .

The labor Hours Include vacation, holiday, and sick leave. These labor Hours Exclude subcontractor labor Hours . It is estimated that the labor Hours are constituted as specified below and will be expended approximately as follows:

Labor Category

Base Year

OP 1 OP 2 OP 3 OP 4 Option A

Option B

Option C

Option D

Option E

Professional

Other Professional

Support

Totals

b. The Contractor shall have satisfied the requirement herein if not less than 90% nor more than 110% of the total direct labor Hours specified herein are furnished. These terms and conditions do not supersede the requirements of either the "Limitation of Cost" or "Limitation of Funds" clause.

c. In the event fewer Hours than the minimum specified number of…