Sol_75N91024R00007.pdf

75N91024R00007

SOLICITATION, OFFER AND AWARD

4. TYPE OF SOLICITATION2. CONTRACT NUMBER 3. SOLICITATION NUMBER

7. ISSUED BY CODE 8. ADDRESS OFFER TO (If other than Item 7)

ORDER UNDER DPAS (15 CFR 700)

6. REQUISITION/PURCHASE NUMBER

NOTE: In sealed bid solicitations "offer" and "offeror" mean "bid" and "bidder".

NEGOTIATED (RFP)

SEALED BID (IFB)

5. DATE ISSUED

1. THIS CONTRACT IS A RATED RATING PAGE OF PAGES

1 230

C. E-MAIL ADDRESS

EXT.NUMBERAREA CODE

B. TELEPHONE (NO COLLECT CALLS)A. NAME

10. FOR

INFORMATION

CALL:

CAUTION: LATE Submissions, Modifications, and Withdrawals: See Section L, Provision No. 52.214-7 or 52.215-1. All offers are subject to all terms and conditions contained in this solicitation.

(Date)(Hour) local timeuntildepository located in copies for furnishing the supplies or services in the Schedule will be received at the place specified in Item 8, or if hand carried, in the

SOLICITATION

9. Sealed offers in original and

PART IV - REPRESENTATIONS AND INSTRUCTIONS

OTHER STATEMENTS OF OFFERORS

EVALUATION FACTORS FOR AWARD

INSTRS., CONDS., AND NOTICES TO OFFERORS

REPRESENTATIONS, CERTIFICATIONS AND

LIST OF ATTACHMENTS

CONTRACT CLAUSES

PART III - LIST OF DOCUMENTS, EXHIBITS AND OTHER ATTACH.

I

J

K

L

M SPECIAL CONTRACT REQUIREMENTS

CONTRACT ADMINISTRATION DATA

DELIVERIES OR PERFORMANCE

INSPECTION AND ACCEPTANCE

PACKAGING AND MARKING

DESCRIPTION/SPECS./WORK STATEMENT

SUPPLIES OR SERVICES AND PRICES/COSTS

SOLICITATION/CONTRACT FORM

PART II - CONTRACT CLAUSESPART I - THE SCHEDULE

H

G

F

E

D

C

B

A

SEC. DESCRIPTION PAGE(S) (X) DESCRIPTION SEC. (X)

11. TABLE OF CONTENTS

18. OFFER DATE17. SIGNATURE

SUCH ADDRESS IN SCHEDULE.

IS DIFFERENT FROM ABOVE - ENTER

15C. CHECK IF REMITTANCE ADDRESS

EXT.NUMBERAREA CODE

15B. TELEPHONE NUMBER

(Type or print)AND

ADDRESS

OF

OFFEROR

CODE FACILITY

16. NAME AND TITLE OF PERSON AUTHORIZED TO SIGN OFFER15A. NAME

DATEAMENDMENT NO.DATEAMENDMENT NO.

and related documents numbered and dated):

amendments to the SOLICITATION for offerors

(The offeror acknowledges receipt of

14. ACKNOWLEDGEMENT OF AMENDMENTS

CALENDAR DAYS (%)30 CALENDAR DAYS (%)20 CALENDAR DAYS (%)10 CALENDAR DAYS (%)

(See Section I, Clause No. 52.232.8)

13. DISCOUNT FOR PROMPT PAYMENT

designated point(s), within the time specified in the schedule.

by the offeror) from the date for receipt of offers specified above, to furnish any or all items upon which prices are offered at the price set opposite each item, delivered at the

NOTE: Item 12 does not apply if the solicitation includes the provisions at 52.214-16, Minimum Bid Acceptance Period.

OFFER (Must be fully completed by offeror)

IMPORTANT - Award will be made on this Form, or on Standard Form 26, or by other authorized official written notice.

28. AWARD DATE

(Signature of Contracting Officer)

27. UNITED STATES OF AMERICA

25. PAYMENT WILL BE MADE BY

26. NAME OF CONTRACTING OFFICER (Type or print)

CODE 24. ADMINISTERED BY (If other than Item 7)

ITEM

(4 copies unless otherwise specified)

23. SUBMIT INVOICES TO ADDRESS SHOWN IN

41 U.S.C. 3304 (a) ( 10 U.S.C. 2304 (c) (

22. AUTHORITY FOR USING OTHER THAN FULL AND OPEN COMPETITION:

21. ACCOUNTING AND APPROPRIATION20. AMOUNT19. ACCEPTED AS TO ITEMS NUMBERED

AWARD (To be completed by government)

CODE

05/22/2024 X

NCI-EXEC

National Institutes of Health National Cancer Institute Bethesda, MD 20892-7511

1400 ED 06/21/2024

NIEN-TZU G WANG +12 73

nien-tzu.wang@nih.gov

402-7674

X

X

X

X

X

X

X

X

X

X

X

X

X

PAGE(S)

KARINA A. PETERSON

AUTHORIZED FOR LOCAL REPRODUCTION

Previous edition is unusable

STANDARD FORM 33 (REV. 6/2014)

Prescribed by GSA - FAR (48 CFR) 53.214(c)

4-7

8-16 19-21 22-25 26-59

60-73

76-109

110-114

12. In compliance with the above, the undersigned agrees, if this offer is accepted within _____0_________ calendar days (60 calendar days unless a different period is inserted

ITEM NO. SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT

NAME OF OFFEROR OR CONTRACTOR

2 230

CONTINUATION SHEET

REFERENCE NO. OF DOCUMENT BEING CONTINUED PAGE OF

75N91024R00007

(A) (B) (C) (D) (E) (F)

Period of Performance: 05/01/2025 to 04/30/2030

OPTIONAL FORM 336 (4-86)

Sponsored by GSA

FAR (48 CFR) 53.110

NSN 7540-01-152-8067

RFP 75N91024R00007

Page 1 of 114 May 22, 2024

SOLICITATION

SECTION A – SOLICITATION/CONTRACT FORM

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

2. Request for Proposal (RFP) Number:

75N91024R00007

3. Issue Date:

May 22, 2024

4. Set Aside:

[X] No [ ] Yes See Part IV Section L

5. Title: National Cancer Institute’s Cancer Information Service

6. ISSUED BY:

Office of Acquisitions National Cancer Institute National Institutes of Health 9609 Medical Center Drive Rockville, MD 20850

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 Proposals (eCPS)," until 2:00PM local time on June 21, 2024. 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 PROPOSALS (eCPS)." 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 https://www.sam.gov/SAM/ .

11. FOR INFORMATION CALL: Grace Wang

PHONE: 240-276-7473

e-MAIL: nien-tzu.wang@nih.gov

COLLECT CALLS WILL NOT BE ACCEPTED.

Questions related to this RFP shall be made in writing and submitted to the Contract Specialist, Grace Wang, at nien-tzu.wang@nih.gov no later than 2:00PM EST on May 29, 2024, with the subject line RFP 75N91024R00007.

Secondary Point of Contact Kari Peterson, Contracting Officer Office of Acquisitions, National Cancer Institute Kari.peterson@nih.gov https://www.sam.gov/SAM/ mailto:nien-tzu.wang@nih.gov mailto:nien-tzu.wang@nih.gov

Page 2 of 114 May 22, 2024

Table of Contents

SOLICITATION

SECTION A – SOLICITATION/CONTRACT FORM

PART I – THE SCHEDULE

SECTION B – SUPPLIES OR SERVICES AND PRICES/COSTS

ARTICLE B.1. BRIEF DESCRIPTION OF SUPPLIES OR SERVICES

ARTICLE B.2. ESTIMATED COST – OPTION

ARTICLE B.3. ESTIMATED COST - INCREMENTALLY FUNDED CONTRACT

ARTICLE B.4. PROVISIONS APPLICABLE TO DIRECT COSTS

ARTICLE B.5. ADVANCE UNDERSTANDINGS

SECTION C – DESCRIPTIONS/SPECIFICATIONS/WORK STATEMENT

ARTICLE C.1. DESCRIPTION-SPECIFICATION-WORKSTATEMENT-STATEMENT OF WORK

ARTICLE C.1.1 STATEMENT OF WORK

ARTICLE C.1.2 STATEMENT OF WORK PRIVACY ACT

ARTICLE C.2. REPORTING REQUIREMENTS

SECTION D - PACKAGING, MARKING, AND SHIPPING

SECTION E – INSPECTION AND ACCEPTANCE

SECTION F – DELIVERIES OR PERFORMANCE

ARTICLE F.1. PERIOD OF PERFORMANCE

ARTICLE F.2. DELIVERIES

ARTICLE F.3. LEVEL OF EFFORT

ARTICLE F.4. CLAUSES INCORPORATED BY REFERENCE, FAR 52.252-2 (FEBRUARY 1998)

SECTION G – CONTRACT ADMINISTRATION DATA

ARTICLE G.1. CONTRACTING OFFICER’S REPRESENTATIVE (COR)

ARTICLE G.2. KEY PERSONNEL, HHSAR 352.237-75 (DECEMBER 2015)

ARTICLE G.3. INVOICE SUBMISSION

ARTICLE G.4. PROVIDING ACCELERATED PAYMENT TO SMALL BUSINESS SUBCONTRACTORS, FAR

52.232-40 (DECEMBER 2013)

ARTICLE G.5. INDIRECT COST RATES

ARTICLE G.6. GOVERNMENT PROPERTY

ARTICLE G.7. POST AWARD EVALUATION OF CONTRACTOR PERFORMANCE

SECTION H – SPECIAL CONTRACT REQUIREMENTS

ARTICLE H.1. HUMAN SUBJECTS

ARTICLE H.2. ACKNOWLEDGEMENT OF FEDERAL FUNDING

ARTICLE H.3. DISSEMINATION OF FALSE OR DELIBERATELY MISLEADING INFORMATION

ARTICLE H.4. PRIVACY ACT, HHSAR 352.224-70 (DECEMBER 2015)

ARTICLE H.5. RESTRICTION ON PORNOGRAPHY ON COMPUTER NETWORKS

ARTICLE H.6. OMB CLEARANCE

ARTICLE H.7. GUN CONTROL

Page 3 of 114 May 22, 2024

ARTICLE H.8. OPTION PROVISION

ARTICLE H.9. SUBCONTRACTING PROVISIONS

ARTICLE H.10. HHS SECURITY AND PRIVACY LANGUAGE FOR INFORMATION AND IT

PROCUREMENTS

ARTICLE H.10.1. INFORMATION SECURITY AND/OR PHYSICAL ACCESS SECURITY

ARTICLE H.10.3. GOVERNMENT INFORMATION PROCESSED ON GOCO OR COCO SYSTEMS

ARTICLE H.11. INFORMATION AND COMMUNICATION TECHNOLOGY ACCESSIBILITY, HHSAR 352.239- 79 (Deviation)

ARTICLE H.12. COMMUNICATIONS MATERIALS AND SERVICES

ARTICLE H.13. ACCESS TO NATIONAL INSTITUTES OF HEALTH (NIH) ELECTRONIC MAIL

ARTICLE H.14. CONFIDENTIALITY OF INFORMATION

ARTICLE H.15. PUBLICATION AND PUBLICITY

ARTICLE H.16. REPORTING MATTERS INVOLVING FRAUD, WASTE AND ABUSE

ARTICLE H.17. INFORMATION AND INFORMATION SYSTEMS SECURITY HHSAR 352.204-71

(DEVIATION)

ARTICLE H.18. CONFIDENTIAL INFORMATION HHSAR 352.224-71 (DEVIATION)

PART II – CONTRACT CLAUSES

SECTION I – CONTRACT CLAUSES

ARTICLE I.1. GENERAL CLAUSES FOR A COST-REIMBURSEMENT SERVICE CONTRACT

ARTICLE I.2 AUTHORIZED SUBSTITUTION OF CLAUSES

ARTICLE I.3. SUBSTITUTION OF CLAUSES

ARTICLE I.4. ADDITIONAL FAR CONTRACT CLAUSES INCLUDED IN FULL TEXT

ARTICLE I.5. SERVICE CONTRACT LABOR STANDARDS

PART III - LIST OF DOCUMENTS, EXHIBITS AND OTHER ATTACHMENTS

SECTION J – LIST OF DOCUMENTS, EXHIBITS AND OTHER ATTACHMENTS

PART IV – REPRESENTATIONS AND INSTRUCTIONS

SECTION K - RESPRESENTATIONS, CERTIFICATIONS, AND OTHER STATEMENTS OF BIDDERS

SECTION L – INSTRUCTIONS, CONDITIONS, AND NOTICES TO OFFERORS

SECTION M – EVALUATION METHOD AND FACTORS

Page 4 of 114 May 22, 2024

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.

Page 5 of 114 May 22, 2024

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 (NCI) Contact Center, also known as NCI’s Cancer Information Service (CIS), by responding to inquiries on behalf of NCI, an essential part of NCI’s cancer education and information efforts. The Contractor shall provide scientifically based, unbiased information to patients, their families and friends, physicians, and other health professionals and the public about all aspects of cancer. The type of information includes cancer research and clinical trials, cancer prevention, risk factors, symptoms, early detection, diagnosis, treatment, living with cancer, survivorship, and tobacco and cessation counseling. The Contractor shall also provide information about NCI programs/grants to researchers/investigators and specialists to address first tier questions of the research community. The Contractor shall provide and manage a bilingual (English and Spanish) omni-channel 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

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.

Page 6 of 114 May 22, 2024

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

CLIN, Task, Start Date End Date of Estimated Fee ($) (as Estimated Cost Number of of Period or Period or Cost ($) appropriate Plus Fee ($) (as Description Increment of Increment of appropriate)

Performance Performance

[Total] [Total] [Total]

*To be inserted after negotiation

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

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.

f. Payment of fee shall be subject to the withholding provisions of the clauses ALLOWABALE COST AND PAYMENT and FIXED FEE referenced in the General Clause Listing in Part II, Article I.1 of this contract. The 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.

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. The Government will have unlimited rights to data produced or maintained under this Contract. If the contractor wants to use the data produced

Page 7 of 114 May 22, 2024 under the contract or provided to them (Government furnished information), the contractor shall request written permission by the Contracting Officer.

Page 8 of 114 May 22, 2024

SECTION C – DESCRIPTIONS/SPECIFICATIONS/WORK STATEMENT

ARTICLE C.1. DESCRIPTION-SPECIFICATION-WORKSTATEMENT-STATEMENT OF WORK

ARTICLE C.1.1 STATEMENT OF WORK

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 May 2, 2024, attached hereto, and made a part of this Solicitation (See SECTION J - List of Attachments).

ARTICLE C.1.2 STATEMENT OF WORK PRIVACY ACT

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 an electronic format via email to the NCI COR and as an attachment to the following email address: ncibrancheinvoices@mail.nih.gov

All Information and Communication Technology (ICT) products and services, including but not limited to electronic reports (i.e., Electronic Documents), submitted shall be conformant with Section 508 of the Rehabilitation Act of 1973. Additional information about testing documents for Section 508 conformance, including guidance and specific checklists, by application can be found at the US Access Board (Revised 508 Standards and 255 Guidelines (access-board.gov), US General Services Administration (Section508.gov), and US Health & Human Services (HHS Accessibility & Section 508).

In addition, we refer the Contractor to the following GSA Section 508 page for guidance on developing electronic documents for accessibility and Section 508-conformance: GSA Section508.gov. Create Accessible Digital Products | Section508.gov (https://www.section508.gov/create/). The Contractor may use the respective GSA Section508 checklist (in Microsoft Word format) as a Section 508 report for each document it submits per file type (e.g., Microsoft Word, Microsoft Excel, PDF, etc.) in lieu of HHS’s Checklists in Microsoft Office Excel format.

Checklists for Section 508-Conformance reporting for electronic documents, files, videos, etc., based on Section 508, are available at HHS’s Accessibility Compliance Checklists. Should the deliverable type not have an applicable checklist, please notify the CO. These HHS checklists shall be submitted for all reports, files, or other documents submitted as part of this contract. Note that one representative Section 508 Conformance Report per file type per deliverable shall suffice – that is, one Microsoft Word checklist shall represent all Word files submitted, one Microsoft PowerPoint checklist shall represent all PowerPoint files submitted, one Adobe PDF checklist shall represent all PDF files submitted, etc. per deliverable.

A. 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:

mailto:ncibrancheinvoices@mail.nih.gov https://www.access-board.gov/ict/ https://www.access-board.gov/ict/ https://www.section508.gov/ https://www.hhs.gov/web/section-508/index.html https://www.hhs.gov/web/section-508/index.html https://www.section508.gov/create/ https://www.section508.gov/create/ https://www.section508.gov/create/ https://www.hhs.gov/web/section-508/accessibility-checklists/index.html https://www.hhs.gov/sites/default/files/hhs-508-word-checklist.xlsx https://www.hhs.gov/sites/default/files/hhs-508-powerpoint-checklist.xlsx https://www.hhs.gov/sites/default/files/hhs-508-pdf-checklist.xlsx

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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.

(3) Annual Management Plan

Within fifteen (15) calendar days following the first reporting period then each reporting period thereafter, the Contractor shall provide an Annual Management Plan that details how the Contractor manages each task in the contract. The Annual Management Plan shall discuss the status of contract tasks, and future and priorities for the following contract year.

(4) Quarterly Budget Analysis

The Quarterly Budget Analysis shall address the following:

a) Costs per contact for each access channel

b) Cost of staff recruitment

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

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

B. Other Reports/Deliverables

These deliverables are submitted electronically, unless otherwise specified, to the NCI COR only.

(5) 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.

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Continuing Education (CE) modules will be developed in accordance with the Annual Training Plan and submitted to the NCI Project Officer in the quarter prior to the Contractor implementing the CE in the Contact Center.

For the development of Continuing Education modules, the NCI Project Officer must review the concept for the CE module and final document prior to the Contractor implementing the CE in the Contact Center.

(6) 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.

(7) 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.

(8) Staff Census Report

The Contractor shall provide a quarterly 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.

(9) Data: Contact Quality and Call Recording Databases

Contractors shall use a Contact Quality Database (CQD) and the NCI furnished call recording database to enter scores from quality monitoring on a weekly basis. 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.

(10) Performance Improvement Plan

The Contractor shall submit a quarterly Performance Improvement Plan that highlights priorities for continuous improvement, specific targets the Contractor plans to meet, and strategies the Contractor will implement as part of the plan.

(11) Quality Assurance Staff Acknowledgement Form

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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.

(12) 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 prior to performing any work under this contract.

(13) Quality Monitoring and Performance Report

The Contractor will provide a monthly consolidated performance report in an executive summary style for the overall Contact Center program. The report should provide consolidated performance reports monthly (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.

(14) 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 Contractor does not meet service level; or the customer satisfaction survey does not meet or exceed 86. The plan should outline the issue, tools needed to address the identified areas of deficiency, and the corrective action taken to for resolution.

(15) Combined Channel Performance Report

I. 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

d. Number of calls requiring callback.

II. 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 required response during report period.

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b. Total spam/nuisance email; and

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

III. 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.

IV. 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).

V. 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,

e. Quality improvement actions and results.

(17) Optimal Customer Experience Strategy Plan

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As requested by the COR, 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 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 within 90 days of award and as requested that suggests program enhancements and the use of innovative technology solutions that serve to advance Contact Center operations and efficiency. The plan should provide clear explanations of the 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 Plans and 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, the 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 120 days prior to contract expiration and draft final transition plan is due 90 days prior to contract expiration and will become final upon approval of the COR.

C. Information and Physical Security

(21) Roster

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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, can 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 because 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: Suitability Roster 2021 Revised.xlsx (live.com)

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.

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 than 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 https://view.officeapps.live.com/op/view.aspx?src=https%3A%2F%2Foamp.od.nih.gov%2Fsites%2Fdefault%2Ffiles%2FDGS%2Fcontracting-forms%2FSuitability%2520Roster%25202021%2520Revised.xlsx&wdOrigin=BROWSELINK

Page 15 of 114 May 22, 2024 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.

(22) Encryption Validation

Verify that the encryption solutions in use have been validated under the Cryptographic Module Validation Program to confirm compliance with current FIPS 140 validation certificates from the NIST CMVP. The Contractor must provide a written copy of the validation documentation to the COR within 15 days of the validation.

(23) Contractor Non-Disclosure Agreements

Each Contractor (and/or any subcontractor) employee having access to non-public government information under this contract shall complete the NIH non-disclosure agreement at: Microsoft Word - Non-Disclosure_Agreement Downloadable Version.doc (nih.gov), as applicable. A copy 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.

(24) Incident Reporting

Report any discovered or unanticipated threats or hazards by either the agency or contractor, or if existing safeguards have ceased to function immediately after discovery, within one (1) hour or less, to the government representative(s).

(25) Configuration Management

Use available SCAP- compliant automated tools, per NIST IR 7511, for authenticated scans to provide visibility into the security configuration compliance status of all IT assets, (computers, servers, routers, databases, operating systems, application, etc.) that store and process government information. Compliance will be measured using IT assets and standard HHS and government configuration baselines at least within 60 days. The Contractor shall maintain a capability to provide security configuration compliance information for 100% of its IT assets using SCAP- compliant automated tools.

(26) Vulnerability Management Plan and Scanning Reports

Use SCAP-compliant automated tools for authenticated scans to scan information system(s) and detect any security vulnerabilities in all assets (computers, servers, routers, Web applications, databases, operating systems, etc.) that store and process government information. Contractors https://irtsectraining.nih.gov/nih_non-disclosure_agreement.pdf https://irtsectraining.nih.gov/nih_non-disclosure_agreement.pdf

Page 16 of 114 May 22, 2024 shall actively manage system vulnerabilities using automated tools and technologies where practicable and in accordance with HHS policy. Automated tools shall be compliant with NIST-specified SCAP standards for vulnerability identification and management. The Contractor shall maintain a capability to provide security vulnerability scanning information for 100% of IT assets using SCAP- compliant automated tools and provide a Vulnerability Management Plan to the agency within 30 days of the contract award.

Vulnerability Scanning Reports - The Contractor must 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 must be submitted under a separate cover on monthly basis.

(27) Training Records

The Contractor (and/or any subcontractor) shall maintain training records for all its employees working under this contract in accordance with HHS policy. A copy of the training records shall be provided to the CO and/or COR within 5 days after contract award and annually thereafter or upon request.

(28) Rules of Behavior

All Contractor employees performing on the contract must read and adhere to the Rules of Behavior before accessing Department data or other information, systems, and/or networks that store/process government information, initially at the beginning of the contract and at least annually thereafter, which may be done as part of annual NIH Information Security Awareness Training. If the training is provided by the Contractor, the signed ROB must be provided as a separate deliverable to the CO and/or COR per defined timelines above.

(29) NIH Contractor Employee Separation

The Contractor (and/or any subcontractor) must perform and document the actions identified in the NIH Contractor Employee Separation Checklist https://ocio.nih.gov/sites/external/files/2024-01/Emp-sep-checklist.pdf when an employee terminates work under this contract within 4 hours of the employee's exit from the contract. All documentation must be made available to the CO and/ or COR upon request.

Deliverables

Satisfactory performance of the final contract shall be deemed to occur upon performance of the work described in the Statement of Work 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:

The items specified in Section F.2.b as described will be required to be delivered electronically (unless otherwise stated) and in accordance with and by the dates specified and any specifications stated Section F.2. b of the contract.

https://ocio.nih.gov/sites/external/files/2024-01/Emp-sep-checklist.pdf

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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 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

(a) The period of performance of this contract shall be on or about May 1, 2025, through April 30, 2026.

(b) 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, 2026 - April 30, 2027 Option Period 2 May 1, 2027 - April 30, 2028 Option Period 3 May 1, 2028 - April 30, 2029 Option Period 4 May 1, 2029 - April 30, 2030

ARTICLE F.2. DELIVERIES

a. Satisfactory performance of this 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 specified in the Delivery Schedule which are described in SECTION C of this contract.

b. The items specified below as described in the REPORTING REQUIREMENTS in SECTION C of this contract shall be made F.o.b. destination as set forth in FAR Clause 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 of the first of each month

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

(3) Annual Management Plan Within fifteen (15) calendar days following the first reporting period then each reporting period thereafter.

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

Other Reports/Deliverables

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

Annually on a schedule determined by the COR.

(6) Annual Training Plan Annually, within forty-five (45) calendar days following each reporting period

(7) Pilot Projects and/or Health Communication Projects Implementation Plan As requested by COR.

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

(9) Data: Contract Quality and Call Recording Databases Due on a weekly basis. As requested by COR.

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Item Deliverable Delivery Schedule

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

(11) Quality Assurance Staff Acknowledgement Form Prior to performing any work under this contract

(12) Quality Assurance Confidentiality Statement Prior to performing any work under this contract

(13) Quality Monitoring and Performance Report Monthly within fifteen (15) calendar days of the first of each month

(14) Quality Remediation Plan As requested by COR.

(15) Combined Channel (Telephone/E-mail/Live help/Postal and Social media) Performance Report

Within fifteen (15) calendar days following each reporting period

(16) Quality Monitoring Report Monthly

(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 and no later than 30 days after an annual review when changes are needed as the result of an annual test. In the event of a breach in systems, the contractor will need to notify the COR asap.

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

Information and Physical Security Deliverables

(21) Roster Roster due within fourteen (14) calendar days after the award and within seven (7) days of any changes.

(22) Encryption Validation Within fifteen (15) calendar days of the validation.

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

(24) Incident Reporting Within one (1) hour or less after discovery of incident.

(25) Configuration Management Within sixty (60) calendar days of baseline and as necessary.

(26) Vulnerability Management Plan & Scanning Reports

Management Plan due within thirty (30) calendar days of contract award. Scanning reports due 10 days after the end of each reporting period.

(27) Training Records Within 5 days after contract award and annually thereafter or upon request.

(28) Rules of Behavior Prior to performing any work under this contract and annually thereafter or upon request.

(29) NIH Contractor Employee Separation Within four hours of the employee's exit from the contract

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

Addressee Deliver To Courtesy Copy to:

Contracting Officer's Representative (COR) ncibrancheinvoices@mail.nih.gov TBD Contracting Officer ncibrancheinvoices@mail.nih.gov TBD mailto:ncibrancheinvoices@mail.nih.gov mailto:ncibrancheinvoices@mail.nih.gov

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ARTICLE F.3. LEVEL OF EFFORT

a. During the period of performance of this contract, the Contractor shall provide TBD direct labor hours.

The labor hours exclude 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 80% nor more than 120% 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 direct labor Hours in the total categories are used by the Contractor in accomplishing the prescribed work and the Government has not invoked its rights under FAR Clause 52.249-6, TERMINATION (Cost-Reimbursement) incorporated in this contract, these parties agree that the fee will be adjusted based solely upon the quantity of Hours by which the number of direct labor Hours furnished is less than the number of direct labor Hours specified in this ARTICLE. The resulting adjustment shall be evidenced by a contract modification.

ARTICLE F.4. CLAUSES INCORPORATED BY REFERENCE, FAR 52.252-2 (FEBRUARY 1998)

This contract incorporates the following clause(s) 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. Also, the full text of a clause may be accessed electronically at this address: https://www.acquisition.gov/?q=browsefar.

FEDERAL ACQUISITION REGULATION (48 CFR CHAPTER 1) CLAUSE:

52.242-15, Stop Work Order (August 1989)

Alternate I (April 1984) is applicable to this contract.

https://www.acquisition.gov/?q=browsefar

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SECTION G – CONTRACT ADMINISTRATION DATA

ARTICLE G.1. CONTRACTING OFFICER’S REPRESENTATIVE (COR)

The following Contracting Officer's Representative (COR) will represent the Government for the purpose of this contract:

TBD

The COR is responsible for: (1) monitoring the Contractor's technical progress, including the surveillance and assessment of performance and recommending to the Contracting Officer changes in requirements; (2) interpreting the statement of work and any other technical performance requirements; (3) performing technical evaluation as required; (4) performing technical inspections and acceptances required by this contract; and (5) assisting in the resolution of technical problems encountered during performance.

The Contracting Officer…