REVISED DRAFT RPA Services PWS 07.12.24.pdf

AmeriCorps Office of Information Technology

(OIT)

Performance Work Statement (PWS)

Robotic Process Automation (RPA) Services

12 July 2024

PART 1: GENERAL INFORMATION

1.1 STATEMENT OF NEED

The purpose of this request is to procure Robotic Process Automation (RPA) software (also known as “bots”) and software automation development services for automating Agency tasks.

1.2 BACKGROUND

For nearly three decades, The Corporation for National and Community Service (AmeriCorps) has tapped the ingenuity and courage of the American people to meet our nation’s toughest challenges.

Working with nonprofit and community organizations, state and local agencies, Tribal nations, and other partners, AmeriCorps programs improve lives, strengthen communities, and foster civic engagement through service and volunteering. Each year, AmeriCorps engages Americans of all ages and backgrounds in sustained, results-driven service at thousands of locations across the country, meeting a wide range of community needs in education, health, economic opportunity, disaster services, environmental stewardship, and supporting veterans and military families.

The Government will have sole responsibility to interpret, approve, and implement any deficiency improvement suggestions identified during task execution.

1.3 SCOPE

The Contractor shall provide RPA software (bots) to automate Agency tasks on a cost-reimbursement basis.

The Contractor shall provide RPA services including the planning, designing, developing, testing, deploying, security, and training for RPA services. The Contractor shall provide the associated support services as defined in each BPA Call. The following broad level tasks are summarized below:

Task 1: Project Management

Provide Project Management services for the installation of RPA services on Government furnished equipment, which adheres to AmeriCorps technical lifecycle processes that function in a FedRAMP environment.

Task 2: Develop and Modify RPA bots

Plan, design, develop, test (including security), deploy, and support new process automations, using the UiPath software. As defined in each BPA Call, modify bots as needed to provide continuous process improvements and efficiencies.

Task 3: Support services

Provide Operation and Maintenance (O&M) for all bots created and deployed on AmeriCorps systems.

Task 4: Training

Provide AmeriCorps staff training for each bot. The training shall include providing materials and operational manuals; and conducting Business and IT Training for users, creators, and support for each automation.

1.4 TERM/TYPE OF CONTRACT

The Government will award a single award Blanket Purchase Agreement (BPA). The Government anticipates issuing Labor Hour, Time & Material, Firm-Fixed-Price, or a hybrid type contracts at the BPA Call level.

1.5 PERIOD OF PERFORMANCE

The period of performance for this BPA will be a 12-month base period with four (4) 12-month option periods.

1.6 QUALITY CONTROL

At the BPA Call level, the Contractor shall develop and maintain an effective quality control program to ensure services are performed in accordance with this BPA. The Contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The Contractor’s quality control program is the means by which the Contractor assures that the work complies with the requirement of the contract.

The Contractor shall deliver the quality control plan PDF via e-mail within 30 calendar days after contract award of the first BPA Call to the COR and CO. After acceptance of the quality control plan, any proposed changes to Contractor Quality Control (QC) system shall require Contracting

Officer’s acceptance.

1.7 RECOGNIZED HOLIDAYS

The federal Government observes public Holidays that have been established under 5 U.S.C. Sect.

6103. The actual date of observance for each of the holidays, for a specific calendar year, may be obtained from the OPM website at OPM.GOV or by using the following direct link:

https://www.opm.gov/policy-data-oversight/pay-leave/federal-holidays/. Business may not be conducted on such Holidays, unless mutually agreeable at the standard rate.

The Contractor is not required to perform services during the Federal Holidays. An all-inclusive list of Federal Holidays can be found at OPM at Federal Holidays (opm.gov).

1.8 HOURS OF OPERATION

The Contractor is responsible for conducting business, between the hours of 8:00 am and 5:00 pm

(Eastern Time Zone) Monday thru Friday except Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed facility closings.

When Federal employees are excused from work due to a holiday or a special event (that is unrelated to severe weather, a security threat, or a facility related problem), Contractors shall continue working established work hours or take leave in accordance with parent company policy.

Those contractor employees who take leave shall not direct charge the non-working hours to the contract. Contractors are responsible for predetermining and disclosing their charging practices for early dismissal, delayed openings, or closings in accordance with the FAR, applicable cost accounting standards, and the company’s established policy and procedures. Contractors shall https://www.opm.gov/policy-data-oversight/pay-leave/federal-holidays/ https://www.opm.gov/policy-data-oversight/pay-leave/federal-holidays/ follow their disclosed charging practices during the contract period of performance and shall not follow any verbal directions to the contrary.

AmeriCorps does not intend for backup personnel to work during Contract personnel’s short periods of Paid Time Off. The Contractor shall provide backup personnel when lengthy or extended periods of leave are anticipated or occur. The Contractor shall immediately notify the

COR if this situation occurs and readjust timelines to ensure that all required tasks and deliverables are completed in a timely manner.

The Contractor must at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS. When hiring personnel, the Contractor shall keep in mind that stability and continuity of the workforce are essential. All Federal Holidays are observed by AmeriCorps and business may not be conducted on such Holidays, unless mutually agreeable at the standard rate.

1.9 PLACE OF PERFORMANCE

The Contractor shall perform all services remotely or at Contractor facilities.

At present, Microsoft Teams and Zoom are the approved collaborative VTC/Desktop/Application sharing tools. Contractors must agree to and comply with the AmeriCorps Rules of Behavior.

The Contractor shall perform all work within the Continental United States plus Hawaii, Alaska, and U.S. territories.

1.10 TRAVEL

Travel is not required to perform the work, so no payment of travel expenses will be paid to the

Contractor for routine travel to and from the Agency’s location. If mission needs require travel, travel must be pre-approved by the COR, at the individual Call level. All travel will be reimbursed in accordance with the Federal Travel Regulations (FTR), but travel shall be approved by the

Government COR prior to being used.

1.11 SECURITY REQUIREMENTS

All personnel shall be vetted by AmeriCorps Personnel Security Office prior to beginning work on awarded task orders.

The Government provides authorization to be on the AmeriCorps network. All Contractor personnel accessing the AmeriCorps network shall accomplish the following before being given access:

• Be cleared by AmeriCorps Personnel Security Office prior to onboarding. Sign, agree and adhere to the AmeriCorps Rules of Behavior. For privileged accounts, sign and acknowledge the Privileged User Rules of Behavior. The Rules of Behavior contain consent to user monitoring.

• Obtain a U.S. Government-issued Personal Identifiable Verification (PIV) card

• Use approved, phishing resistant, multifactor authentication for system access when PIV card authentication is not available.

• Attend and certify all necessary Cybersecurity training.

1.11.1 PHYSICAL SECURITY

The Contractor shall be responsible for safeguarding all Government equipment, information and property provided for Contractor use. At the close of each work period, Government facilities, equipment, and materials shall be secured.

1.11.2 AUTHORITY TO OPERATE (ATO) FOR SOFTWARE

The Government will request a Service Level Agreement and warranty for the software. The

Government will also request service personnel to assist with the ATO process by furnishing security documentation (access agreements, configuration management, data encryption, and other required documents) and time needed to assist with the effort.

As a Deliverable at the BPA Call level, ATO documentation supporting the ATO process will include:

• Security and privacy functional requirements;

• System Security Plan (SSP);

• Strength of mechanism requirements;

• Security and privacy assurance requirements;

• Controls per NIST 800-53 Rev.5, needed to satisfy the security and privacy requirements;

• Security and privacy documentation requirements;

• Requirements for protecting security and privacy documentation;

• Description of the system development environment and environment in which the system is intended to operate;

• Allocation of responsibility or identification of parties responsible for information security, privacy, and supply chain risk management; and

• Acceptance criteria.

1.12 POST AWARD CONFERENCE/PERIODIC PROGRESS MEETINGS

The Contractor shall attend a post award conference convened by the contracting activity or contract administration office in accordance with Federal Acquisition Regulation Subpart 42.5.

The Contracting Officer (CO), Contracting Officers Representative (COR), and other Government personnel, as appropriate, may meet periodically with the Contractor to review the Contractor's performance. At these meetings, the Contracting Officer may apprise the Contractor of how the

Government views the Contractor's performance and the Contractor will apprise the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues.

1.13 CONTRACTING OFFICER REPRESENTIATIVE (COR)

The Government will appoint a COR to monitor all technical aspects of the contract and assist in contract administration. The CO will identify the COR by separate designation letter. The letter of designation states the responsibilities and limitations of the COR, especially regarding changes in cost or price, estimates or changes in delivery dates. The COR is authorized to perform the following functions:

• Assure that the Contractor performs the technical requirements of the contract;

• Perform inspections necessary in connection with contract performance;

• Maintain written and oral communications with the Contractor concerning technical aspects of the contract;

• Issue written interpretations of technical requirements, including Government drawings, designs, specifications;

• Monitor Contractor's performance and notifies both the Contracting Officer and Contractor of any deficiencies;

• Coordinate availability of Government furnished property; and provide site entry of Contractor personnel.

The COR is not authorized to change any of the terms and conditions of the resulting order.

1.14 IDENTIFICATION OF CONTRACTOR EMPLOYEES

To avoid creating an impression in the minds of members of the public that they are Government officials, all Contractor and subcontractor personnel are required to identify themselves when attending meetings, answering Government telephones, corresponding in formal and informal written and oral communications, and working in other situations where their contractor status is not obvious to third parties.

They must also ensure that all documents or reports produced by contractor personnel are suitably marked as contractor products or that contractor participation is appropriately disclosed.

1.15 DATA RIGHTS

The Government has unlimited rights to all documents/material produced under this contract including but not limited to reports, native files, data, media, photography, and video, etc. For intellectual property developed under contract to AmeriCorps, the Government retains a non-exclusive, paid-up, royalty-free, irrevocable license throughout the world, allowing the

Government to (a) use, disclose and reproduce the work in any medium of expression now known or subsequently developed, or (b) use the invention for Government purposes. The definition of

“unlimited rights” is contained in Federal Acquisition Regulation (FAR) 27.401, “Definitions.”

FAR clause 52.227-14, “Rights in Data-General” is hereby incorporated by reference and made a part of this BPA call. All documentation and electronic data and information collected by the

Contractor and generated in support of this contract shall be returned to the Government at the end of the performance period or when specified in this contract.

1.16 ORGANIZATIONAL CONFLICT OF INTEREST

Contractor and subcontractor personnel performing work under this contract may receive, have access to or participate in the development of proprietary or source selection information (e.g., cost or pricing information, budget information or analyses, specifications or work statements, etc.) or perform evaluation services which may create a current or subsequent Organizational https://www.acquisition.gov/far/27.401

Conflict of Interests (OCI) as defined in FAR Subpart 9.5. The Contractor shall notify the

Contracting Officer immediately whenever it becomes aware that such access or participation may result in any actual or potential OCI and shall promptly submit a plan to the Contracting Officer to avoid or mitigate any such OCI. The Contractor’s mitigation plan will be determined to be acceptable solely at the discretion of the Contracting Officer and in the event the Contracting

Officer unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the Contracting Officer may affect other remedies as he or she deems necessary, including prohibiting the Contractor from participation in subsequent contracted requirements which may be affected by the OCI.

1.17 FEDERAL INFORMATION SECURITY PROTOCOLS

Services must be in compliance with applicable federal information security protocols, as due to

US national security interests and the need to protect personally identifiable information (PII) that may be gathered about US citizens, US based companies, Government partners or others, the

Contractor must be able to attest to the design of the electronic security protocols as well as the organizational protocols backing up the offering ensuring that data cannot be stolen, hacked, removed, or released by unauthorized parties. These protocols include:

• NIST 800-37 Rev. 2 Risk Management Framework for Information Systems and

Organizations: A System Life Cycle Approach for Security and Privacy

• NIST SP 800-53 Rev 4, Security and Privacy Controls for Federal Information System and

Organizations

• NIST SP 800-171 Rev 1 Protecting Controlled Unclassified Information in Nonfederal

Systems and Organizations

• FIPS Publication 200, Minimum Security Requirements for Federal Information and

Information Systems

• FIPS Publication 199, Standards for Security Categorization of Federal Information and

Information Systems and as specified in Federal Information Security Management Act

(FISMA) of 2014 and others

• Section 508 Compliance – adhere to or in compliance with the Electronic and Information

Technology (EIT) protocols.

• Federal Records and Retention Acts and Regulations, and Freedom of Information Act

(FOIA) Laws and Regulations.

1.18 KEY PERSONNEL:

1.18.1 Key personnel are those individuals essential to the successful performance of the contract. The following requirements related to personnel must be met:

• The Contractor shall assign those persons whose résumés are submitted with its proposal and who are identified in the Contractor’s proposal as Key Personnel. Not all Contractor employees assigned to the contract will be Key Personnel.

• The personnel set forth below as proposed by the Contractor for this contract, or identified in the Contractor’s proposals as Key Personnel, shall comprise the minimum list of Key Personnel required to perform under this contract.

1.18.2 Required qualifications for Key Personnel are listed below:

Labor Category Years of

Experience

Functional Responsibility Educational Requirements

Project

Manager/ Subject

Matter Expert

Minimum 10 years

Management and implementation of system applications including planning requirements analysis, design, development, testing, training, installation, and evaluation. Ability to provide technical expertise and guidance in creating software automations.

BA/BS degree or higher in

Computer Science, Information

Systems, Business, or related field

Senior

Development

Specialist/IT

Subject Matter

Specialist

Minimum 10 years

UiPath software, application development experience including technical design, programing and testing of customized online or batch functionality. Able to troubleshoot delivered processes, apply fixes or upgrades.

BA/BS degree or higher in

Information Systems, Computer

Science, Engineering, Business, or related field

Business Subject

Matter

Specialist/Senior

Functional

Specialist

Minimum of

10 years

Business Analysis\Business Process automation, Information Technology systems background, thorough understanding of the applications and experience in implementing application systems. Ability to advise, guide and support the project team on the use, implementation, and maintenance of UiPath software applications, completing tasks and deliverables assigned by the project manager, and keeping the project manager informed of progress and issues in a timely manner.

BA/BS degree or higher in

Information Systems, Computer

Science, Engineering, Business, or related field

Senior Subject

Matter

Expert/Business

Process

Consultant

Minimum 15 years

Proficient in process mapping, process improvement, and process automation. Responsible for overseeing the design and development of the enterprise-wide system to meet relevant requirements. Demonstrated ability to analyze complex business problems. Knowledge of process improvement methodologies such as Lean and

Six Sigma. Make recommendations regarding development, maintenance, and system standards and prepare system and programming documentation.

Participate in and hold daily scrum meetings to perform iterative and incremental agile software development framework when managing product development.

Apply ITIL standards throughout future state business processes. Define & design tailor ITIL processes & process flow diagrams. Provide product and implementation expertise to successfully implement and utilize automated software bot systems.

BA/BS in business, information systems, or related field

1.18.3 Key Personnel Replacement Process

Key personnel may, with the consent of the contracting parties, be amended from time to time during the course of the Master BPA and subsequent Calls to add or remove key personnel. A formal modification is only required when the key personnel are specifically named in the contract.

This process only applies to the extent that the contract does not otherwise specify notice or personnel replacement obligations.

The Contractor agrees that no Key Personnel substitutions will be made unless necessitated by an individual’s sudden illness, death, or termination of employment. In any of these events, the

Contractor shall promptly notify the Contracting Officer and provide the information required below on the proposed replacement for Government approval. No substitutions of Key Personnel shall be made except in accordance with this provision.

1.18.3.1 Government Request:

The Government may require replacement of key personnel in the instance of non-performance, misconduct, or alleged misconduct whose continued use under a BPA is contrary to the best interests of the Government. Circumstances that support a request for replacement include but are not limited to performance that is inconsistent with the BPA performance standards, terms and conditions, or violations of Federal laws, regulations, or agency conduct standards. The

Contracting Officer’s Representative (COR) will give written notice to the Contractor of the need for substitution, including the circumstances surrounding the request for replacement. In accordance with FAR Part 1.602-2(b), the CO will ensure the Contractor receives impartial, fair, and equitable treatment; however, the CO is not required to investigate or validate allegations or wait until a final resolution of the circumstances surrounding the request for replacement before requiring substitution of key personnel.

Within twenty-four (24) hours of receiving notice, the Contractor shall respond to the

Government’s request to replace key personnel and provide a plan for key personnel replacement.

The Contractor shall provide key personnel replacement resume(s) to the COR(s) within Ten (10) business-days from receiving the Government’s request to replace key personnel. The resume(s) shall demonstrate that the qualifications of proposed replacement key personnel meet the qualifications stated in the SOO. The COR will notify the Contractor, in writing, within forty-eight

(48) hours of receiving key personnel replacement resume(s) if the Contractor provided replacement personnel is acceptable. The Government reserves the right to disapprove the proposed substitute(s) and negotiate with the Contractor for other key personnel replacement(s).

Any Contractor replacement of key personnel must be done in consultation with the COR. The process for replacing key personnel as described above does not suspend the Contractor’s obligation to continue performance under the BPA.

1.18.3.2 Contractor Request:

If the Contractor must substitute key personnel, the Contractor shall provide written notice to the

COR and the CO two (2) calendar weeks before the proposed replacement date, whenever possible.

At a minimum, the Contractor shall provide the Government with notice forty-eight (48) hours before replacement. If the deadline for providing notice falls on Friday after 5:00 pm, a weekend, or on a Federal Holiday, the Contractor shall provide notice the next business day if more than forty-eight (48) hours. The notice shall state the circumstances necessitating the proposed substitution of the key personnel and shall provide resume(s) of proposed replacement key personnel for review and consultation. The Contractor shall demonstrate that the qualifications of the proposed substitute(s) meet the qualifications stated in the SOW/PWS. The Government reserves the right to disapprove the proposed substitute(s) and negotiate with the Contractor for other key personnel replacement(s). Assignment of key personnel must be done in consultation with the COR.

PART 2: GOVERNMENT FURNISHED MATERIALS, EQUIPMENT, AND SERVICES

2.1 GOVERNMENT FURNISHED ITEMS

The Government will provide the Contractor with access to the systems and information, as required to accomplish the requirements listed herein. The Government will provide Microsoft

Windows-based laptops and accessories necessary to perform work. Laptops may use wired or

Wi-Fi (802.11 b, g, n, ac) connections. The Contractor shall provide a reliable wired Ethernet or wireless internet connection with sufficient bandwidth to perform work (10Mbps minimum recommended). While the Contractor is executing such work, it is in the Government’s interest to furnish the Contractor with, or provide access to, operational components and component software that can be used specifically to accomplish the task herein. AmeriCorps policy prohibits use of non-AmeriCorps supplied accessories or peripherals. Printing from AmeriCorps headquarters is available through AmeriCorps copiers. Printing from telework locations is not supported. The

Government may provide personnel to assist with computer equipment set-up.

In addition, the Government may provide reference material and documents relating to the tasks accomplished under existing contracts and such other information as may be required to successfully complete the task.

The Contractor must notify the COR and the Office of Information Technology within 24 hours if they do not have system access due to equipment issues or concerns. The Contractor should keep the COR informed if the system access or technical issues persist and create a work stoppage or delay in deliverables.

The Contractor shall safeguard all Government property provided for contractor use. At the close of each work period, government equipment and materials shall be secured. The Contractor may be held liable (financially or otherwise) for lost, damaged or compromised equipment, materials or documentation that has been lost, damaged, or compromised while in the care of the Contractor.

Liability will be based on the value of the equipment at the time of loss, impairment, or destruction.

Liability for other assets to include materials and documentation shall be assessed by Government legal counsel and Subject Matter Experts (SMEs).

The Contractor must comply with applicable federal laws that include, but are not limited to, the

Federal Information Security Modernization Act (FISMA), Title III of the E-Government Act of

2002, Public Law 107-347, and standards, and the Office of management and Budget (OMB)

Circular A-130, and AmeriCorps Cybersecurity and Privacy policies.

2.2 MATERIALS

The Government will not provide any materials to the Contractor.

PART 3: CONTRACTOR FURNISHED ITEMS AND SERVICES

3.1 MATERIALS

The Contractor shall furnish all supplies, equipment, facilities, materials and services required to perform work under this contract that are not listed under Section 2 of this PWS.

The Contractor shall provide all necessary personnel, administrative, financial, managerial, and non-personal services necessary to meet the service requirements as defined in the PWS, except for items specified as Government furnished property, systems, and/or services. Contractors shall execute all requirements as defined by the Government.

All contract personnel shall possess proficiency in computer usage and expertise in the Microsoft

Office Suite of tools. Personnel should possess strong verbal and written communication skills.

Personnel not possessing these minimum requirements are deemed ineligible for nomination on this contract.

The Contractor shall use proven methodologies that assure all activities and deliverables are identified, documented, and tracked so that the Contractor’s performance can be continuously evaluated and monitored for timeliness and quality service.

3.2 MATERIALS

The Contractor shall furnish the approved RPA bot development software licenses for ownership by AmeriCorps. The Government seeks to reimburse the Contractor for provision of the licenses.

PART 4: Specific Tasks

Task 1:

As defined in each BPA Call, the Contractor shall provide a product or service that:

• Provides an implementation plan to develop and deploy RPA bots.

• Provides general and project management support for the overall execution of all aspects of the BPA and BPA Call tasks.

Task 2:

As defined in each BPA call, the Contractor shall plan, design, develop, test, deploy, and support new bots. Bots will at times need to be modified or enhanced to provide continuous process improvements and efficiencies. The Contractor shall:

• Develop required software bots in the AmeriCorps server environments as identified by the Implementation plan to include Functional Support Design, Development, Testing, Deployment and Maintenance. RPA bots shall:

o Function on a Windows 10 Enterprise version 1709 or 1803 or later version as appropriate o Operate within the cyber security protocols required by AmeriCorps.

o Adhere to AmeriCorps Systems Development Lifecycle process: (e.g., Define &

Planning, Development, Deployment, and Closeout.)

o Function within the FedRAMP Microsoft Azure cloud environment

• Support software automation testing and resolve all issues discovered during testing.

• Validate security requirements.

• Perform a formal software automation handoff process with Agency personnel. The handoff shall enable Agency personnel to understand and operate each bot in the production environment.

• Document RPA bots to include how the processes are automated (i.e., how the bots function) as well as how the bots operate within the AmeriCorps environment.

• Install the RPA software solution on individual laptops and AmeriCorps servers per hardware and software requirements as needed.

Task 3:

As defined in each BPA call, the Contractor shall maintain bots created and deployed on

AmeriCorps systems. As additional automations are developed and deployed on AmeriCorps systems, the Contractor shall ensure operation and maintenance (O&M) of automations are standardized within AmeriCorps. This support includes monitoring automation performance, troubleshooting and addressing any automation-specific issues (not process related issues), reporting on automation output, and any other patches/breaks/fixes needed. O&M does not include enhancements to existing automations (e.g., a process or technology change) that may require an update to the automation.

Task 4:

As defined in each BPA call, the Contractor shall provide AmeriCorps staff training for each automation. Training shall include:

• Providing training materials and operational manuals;

• Conducting knowledge transfers to Agency personnel;

• Providing technical training or Tier 1 and Tier 2 support technicians to support new bots within the AmeriCorps environment once deployed and provide post-production stabilization support.

The Contractor shall conduct lessons learned meetings after each automation deployment to identify what went well and what needs to be adjusted in the automation development process, implement the adjustments for smoother future automation deployments.

The Contractor shall facilitate, meetings to indicate how each automation deployment provided the Agency value as it relates strategically, financially, how it boosts operations and positively impacted the workforce.

PART 5: DELIVERABLES

The Government will have five (5) working days to complete the review of each deliverable and accept or reject the deliverable by giving written notice to the contractor, which notice will include an actionable explanation of the specific deficiency(ies) causing the rejection. When the

Government fails to complete the review within the review period, the deliverable will be deemed acceptable, unless an extension of the review period is requested. The Contractor shall have five

(5) working days to correct the rejected deliverable and return it to the Government COR. An extension of this correction period may be approved by the COR only under special circumstances.

The contractor shall be allowed one re-submission of deliverables.

Written documents (including the response to this proposal) delivered to the Government in draft and final form will be evaluated against the following acceptance criteria:

Standards: The document conforms to the prescribed standard, where applicable. Completeness:

The document covers all aspects of the subject matter.

Clarity: The document is understandable by the intended user/recipient of the document.

Consistency: The document is logically coherent both internally and in conjunction with other related documentation.

Accuracy: The document is functionally and technically accurate.

Editorial Accuracy: The document is free of typographical and grammatical errors, logically organized, and follows consistent formatting styles.

The absence of comments by the COR will not relieve the Contractor of the responsibility for complying with the requirements of this work statement. Final approval and acceptance of documentation required herein shall be by letter of approval and acceptance by the COR. The

Contractor shall not construe any letter of acknowledgment of receipt of material as a waiver of review or as an acknowledgment that the material is in conformance with this work statement. Any approval given during preparation of the documentation or approval for shipment shall not guarantee the final acceptance of the completed documentation.

The contractor shall monitor the quality of all work performed as part of this task. This includes both the content of the products produced (e.g., test cases) and the Deliverables of this SOW.

The contractor shall ensure the quality, completeness, and timeliness of all deliverables and the work performed. The contractor shall ensure that all deliverables comply with all applicable

AmeriCorps standards, policies, and procedures as provided by AmeriCorps.

Deliverables Table Defined at the BPA Call Level.

PERFORMANCE STANDARDS

The section of the PWS describes the performance standards and systematic methods used to monitor performance and to identify the required documentation and the resources to be employed as associated with each BPA Call.

The Contractor is responsible for the quality of all work performed. The Contractor measures that quality through the Contractor’s own quality control (QC) program. QC is work output, not workers, and therefore includes all work performed under this contract regardless of whether the

Contractor performs the work with employees or by subcontractors. The Contractor’s QCP will set forth the staffing and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the PWS. The Contractor shall develop and implement a performance management system with processes to assess and report its performance to the designated government representative.

PO # Performance Objective (PO) Standard Performance

Threshold

Method of

Surveillance

1 Scope, objective definition, and

Process Design Phase

Document business case requirements including processes, resources, implementation plan, Quality Control

Plan, training plan, timeline, and documentation of software automation(s).

Work will be completed accurately and on time, with no more than one late work product per month.

Random Sampling will be conducted to assure accuracy & timeliness of work products.

2 Development Phase Develop required software automations in the AmeriCorps server environments, including testing and resolution of issues identified during testing and any other development activities specified by the

Implementation plan.

Work will be completed accurately and on time, with no more than one late work product per month.

Random Sampling will be conducted to assure accuracy & timeliness of work products.

3 Deployment Phase Conduct all-inclusive deployment activities not limited to releases, installations, updates, and other deployment activities.

Work will be completed accurately and on time, with no more than one late work product per month.

Periodic Surveillance

4 Transition In/Out Phase

Perform a formal software automation handoff process with the Agency personnel to include any other closeout activities that enable Agency personnel to implement and support each automation in the production environment.

Work will be completed accurately and on time as requested by staff

Periodic review with

SME

5 Business Analysis\Business

Process Support

The contractor provided work should be free of error, using AmeriCorps templates and follow verbal and written instructions

Work will be completed accurately and on time as requested by staff

Periodic review with

SME