2018_Digital_Engagement_RFI_FINAL.docx

U.S. Department of Education Federal Student Aid (FSA) Digital Engagement Strategy and Support

1. General Information:

This REQUEST FOR INFORMATION (RFI) is for market research and planning purposes only. The purpose of this Notice is to determine the availability of potential sources that can support FSA’s digital engagement efforts, receive feedback on how best to structure a contract and obtain recommendations on how FSA can potentially set up the pricing structure that will help minimize cost but maintain flexibility.

Pursuant to 48 C.F.R. Part 10, the Government is conducting market research to:

· Determine what sources exist that are capable of satisfying the Government’s requirements listed below,

· Determine the capabilities of potential contractors,

· Receive feedback on the summary requirements ,

· Receive feedback on how FSA can potentially set up a pricing structure for a contract, and

· Determine the size and status of potential sources

Based on the results of the market research a solicitation may be issued July 2018 with an anticipated contract award in fiscal year 2018.

2. Background of Requirement

In 2012, Federal Student Aid (FSA) launched its social media presence (Facebook, YouTube, Twitter and a blog) to create greater awareness of federal student aid programs and provide information to students and families to make informed decisions about the college going process; and provide resources and education for student loan borrowers.

FSA will be undertaking an effort to evaluate the effectiveness of its current digital strategy and develop both a strategy and approach for its digital engagement going forward. This effort will enable Federal Student Aid to realize its objectives to increase all students’ access to postsecondary education by clearly articulating the benefits of college; to raise awareness of the availability of federal financial aid; to inform and effectively communicate with borrowers (individuals who receive federal student loans); to encourage use of FSA’s and the Department’s tools and resources.

3. Summary Requirements – (Capabilities)

FSA intends to acquire digital engagement support in the following areas:

a. Strategic Planning and Project Management Service Area includes support in the creation of a digital engagement strategy, comprehensive implementation plan, project management and tracking as the plan is implemented. It includes the development and implementation of the vision, strategy, and approach/tactics for digital engagement, creating the plan for implementing the strategy and tactics, and tracking the progress of implementation efforts.

b. Social Media Content Service Area supports the development and delivery of content for FSA’s social media platforms along with social content FSA provides to partner organizations. It includes holding editorial meetings, creating and maintaining a content calendar that can be used to organize and plan FSA’s social media publishing efforts, developing creative and copy, updating existing creative and copy, scheduling and posting social media content, creating blogs, and developing a report to track performance with monthly reporting. Current social platforms/content:

www.facebook.com/federalstudentaid www.twitter.com/fafsa www.youtube.com./federalstudentaid https://blog.ed.gov/topic/federal-student-aid/

c. Social Customer Care Service Area supports the management and delivery of responses to customer questions on multiple social media platforms via an FSA approved social media management tool. This includes staffing support to answer common questions about federal student aid. Additional support may also be required to build out or support items such as AI Assistant and/or Chatbot integration (updating responses and logic).

d. Look-and-Feel/Brand Identity Service Area includes support services to create designs for new social media platforms and recommend design updates to current social media/digital platforms using FSA’s brand communications guide to ensure compliance with FSA style and branding.

e. Paid Media Service Area supports the planning and execution of digital paid media campaigns and promotions. It includes developing a digital paid media plan and schedule, designing and developing creative content, placing the paid media with vendors, and measuring, reporting, and optimizing campaign results.

f. Multimedia Service Area supports the development of new videos, infographics (including interactive) and the updating of existing videos and infographics. FSA currently has animated and live action videos and infographics (multimedia) that are used to engage and educate current and potential federal student aid recipients. This area includes reviewing existing videos and infographics with consideration for customer feedback and engagement, recommending improvements to multimedia, updating multimedia, and supporting the creation of new multimedia products. Current videos and infographics can be seen at StudentAid.gov/resources. The full set of videos can also be seen on YouTube.com/federalstudentaid.

4. Response to Sources Sought Notice:

Interested parties are invited to submit a response. Responses shall not exceed 10 pages and additional pages may not be considered. Responses to this RFI will be accepted via e-mail to the address listed below. No marketing materials are allowed as part of this RFI. This is not a solicitation announcement for proposals. Proprietary information, if any must be clearly marked on all submissions. At a minimum, responses shall include:

a. Request for Capabilities:

Interested parties are invited to submit a capability statement, demonstrating their ability to fulfill all or portions of the requirement. The capability statement shall identify all or portions of the service areas listed in Section 3 – Requirements.

b. Request for Business Information: Please complete the attached Microsoft Word Spreadsheet as follows:

1. Company Name

2. Company Address

3. Company Point of Contact, phone number and email address

4. Duns Number

5. Type of company under NAICS, as validated via the System for Award Management (sam.gov). Additional information on NAICS codes can be found at www.sba.gov. Any potential government contractor must be registered on the CCR located at http://www.ccr.gov/index.asp

6. Identify all applicable socioeconomic categories for your organization, such as: Large Business, Small Business (Small Disadvantaged Business program, 8(a) program, Women-Owned Small Business program, Service–Disabled Veteran-Owned Small Business program, HUBZone program).

7. Contract vehicles that would be available to procure the required services, such as Federal Supply Schedules, if appropriate.

8. Point of Contact, phone number and email address of individuals who can verify the demonstrated capabilities identified in the responses.

9. Teaming Arrangements: All teaming arrangements or Joint Ventures shall include the above-cited information and for each entity on the proposed team. Teaming arrangements are encouraged.

10. Mark the service areas your company is capable of fulfilling.

c. Feedback on Summary Requirements FSA would like to receive feedback on the summary of requirements in particular areas that are unclear or where additional information is needed to fully understand the requirements. Feedback can be provided in a Word document.

d. Recommendations for Pricing FSA is seeking information/recommendations on the pricing structure to ensure effective cost management and transparency while also providing for flexibility and high quality customer service. We are particularly interested in gathering information on creative approaches that will maximize cost effectiveness and suggestions for options that may include a mix of fixed and variable cost items and would like to see recommended approaches for the contract as a whole.

5. Due Date for Questions: Interested parties may submit questions regarding this Notice via email only, to hyunsue.kim@ed.gov and carbon copy pennie.summers@ed.gov. Questions must be submitted no later than 3:00 PM, Eastern Time Thursday, May 17, 2018. Questions received after this time may not be answered.

6. Due Date for RFI Response: Interested parties having the capabilities necessary to perform the stated requirements may submit the required response via email to hyunsue.kim@ed.gov and carbon copy pennie.summers@ed.gov. Responses must be submitted no later than 3:00 P.M., Eastern Time on Thursday, May 31, 2018. Responses will not be accepted after the due date.

DISCLAIMER:

PARTICIPATION IN THE MARKET RESEARCH IN NO WAY INFLUENCES THE SOURCE SELECTION FOR THESE SERVICES. This is not an invitation for bid, request for proposal or other solicitation. The sole purpose of this Notice is to obtain capabilities for procurement planning purposes. Respondents will not be notified of the results of the evaluation. Capability Statements and Business Information will not be returned.

This Notice is not to be construed as a commitment on the part of the Government to award a contract nor does the Government intend to directly pay for any information or responses submitted as the result of this Notice. Any contract that might be awarded based on information received or derived from this Notice will be the outcome of the competitive process.

Attachment A – Request for Business Information

Strategic Planning and Project Management Service Area

Social Media Content Service Area

Social Customer Care Service Area

Look-and-Feel/Brand Identity Service Area

Paid Media Service Area

Multimedia Service Area