Attach_2_DRAFT_PWS.pdf

PERFORMANCE WORK STATEMENT (PWS)

Requirement Title: Customer Relationship Management (CRM) Support Services

Customer: First Responder Network Authority (FirstNet Authority), Public Safety Advocacy Office (PSA)

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Post-Award Document Revision History

Mod.

No. Description of Changes Requested

By Approved

By Date

None Award Document N/A N/A TDB

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TABLE OF CONTENTS

1.0 General

2.0 Specific Requirements/Tasks

3.0 Delivery of Deliverables

4.0 Required Travel and Other Direct Costs (ODCs)

5.0 Government Furnished Property (GFP)/ Equipment (GFE)/ Information (GFI)

6.0 Special Instructions

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1.0 General

1.1 Background

The mission of the FirstNet Authority is to oversee FirstNet, the nation’s communications network dedicated to emergency responders and the public safety community. The mission of the FirstNet Authority program is to deliver a robust, reliable, and advanced communications network that meets the unique needs of public safety personnel in all 56 states and territories. Specifically, the FirstNet Authority oversees the buildout, deployment, and operation of FirstNet, making sure it delivers what public safety needs from a network. FirstNet fulfills a fundamental need of the public safety community and evolved from a key recommendation of the 9/11 Commission report and is built through a private-public partnership with AT&T.

The network’s initial five-year buildout was launched in 2018.

The purpose of this contract is to provide technical design, configuration, automated workflow, and analytic support to the shared knowledge platform, the Microsoft Dynamics 365 CRM Tool, used to document FirstNet Authority’s engagement with public safety stakeholders. The FirstNet Authority requires a centralized and efficient CRM tool to track engagements, manage data, and analyze feedback from public safety stakeholders across the country. The FirstNet Authority currently uses Microsoft’s Dynamics 365 CRM, which provides one central, organized, easy-to-access place to store data about its stakeholders.

1.2 Objective

The objective of this contract is to enhance the functionality and usability of the FirstNet Authority’s CRM tool to support its mission of supporting emergency responders. The contractor will design, configure, and integrate tools to ensure a more efficient, responsive, and user-friendly CRM system. The initiative aims to streamline workflows, automate processes, and provide real-time analytics, enabling the FirstNet Authority to better manage and analyze data on stakeholder engagement and operational activities. These improvements will support decision-making and align with the broader mission of providing cutting-edge communications capabilities to the public safety community.

1.3 Scope of Work

The contractor must provide all resources necessary to accomplish the tasks and deliverables outlined in this PWS. The contractor must 1) Enhance and maintain the FirstNet Authority’s Microsoft Dynamics 365 CRM tool to improve stakeholder data management and reporting; 2) Design and implement automated workflows, integrations with other systems (e.g., ArcGIS, Qualtrics), and analytics dashboards; 3) Provide technical expertise to ensure seamless CRM platform functionality, including ongoing support, user training, and data migration; 4) Deliver solutions that enhance system performance, streamline data collection, and support FirstNet Authority’s operational and strategic goals.

1.4 Period of Performance

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The period of performance of this contract is one base period from the date of award, with four option periods anticipated as follows:

Base Period: 8/1/2025 – 7/31/2026 Option Period One: 8/1/2026 – 7/31/2027 Option Period Two: 8/1/2027 – 7/31/2028 Option Period Three: 8/1/2028 – 7/31/2029 Option Period Four: 8/1/2029 – 7/31/2030

1.5 Place of Performance

The work will be performed at the following locations:

Work will be performed at the contractor’s site, including training which will be provided remotely.

A “work week” is defined as Monday through Friday, 40 hours, excluding federal holidays. FirstNet Authority’s core hours are 9:30 AM – 2:00 PM, during which time the Contractor is expected to be available, at a minimum.

1.6 Applicable Documents

PWS Attachment 1: Performance Requirements Summary PWS Attachment 2: Quality Assurance Surveillance Plan

2.0 Specific Requirements/Tasks

The contractor shall execute all task objectives and related performance objectives listed below.

2.1 TASK 1: CRM Task Tracking and Management

Task objective: To establish a centralized and user-friendly system for tracking CRM modification and development requests, enabling effective prioritization, progress monitoring, and reporting to meet agency needs. The Contractor shall prioritize and complete requests according to agency needs.

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• Provide weekly reports and attend check-in meetings on development progress and utilization metrics.

• Submit a monthly technical progress report summarizing efforts for all PWS activities, including accomplishments, meetings, performance indicators, and planned corrective actions.

• Create a task tracker displaying upcoming tasks, priorities, completion dates, and status updates for all completed and in-progress tasks.

• Manage 8-12 tasks monthly and more if required, varying in complexity and priority, ensuring alignment with agency objectives.

2.2 TASK 2: CRM Workflow Automation and Analytics Integration

Task objective: To enhance the CRM platform through automation, integration with external systems, and comprehensive analytics, improving operational efficiency and supporting continuous improvement.

• Respond to inquiries through multiple channels.

• Respond to data calls and integrate CRM with external platforms, including ArcGIS and Qualtrics.

• Design automated workflows and analytics solutions to improve the quality and accessibility of CRM data.

• Automate the upload of contact list data, workflow notifications, and alerts

• Leverage Office 365 and Power BI to support solution design.

2.3 TASK 3: Application Configuration and System Testing

Task objective: To configure and test the CRM and BI applications to ensure optimal performance, functionality, and alignment with the agency's requirements including configuring interfaces for writing and editing scripted responses.

• Coordinate with the Office of the Chief Information Officer to enable integration with single sign-on providers and mobile platforms, including configuring Microsoft Power Apps for mobile access to Dynamics 365 records.

• Configure the CRM platform to provide a comprehensive view of stakeholder activity history, enabling queries and reports on correspondence, tasks, calls, notes, and engagements across multiple communication channels.

• Export report data into analytical formats (e.g., MS Excel), perform trending analysis, and implement predictive analytics capabilities. The Contractor shall integrate these analytics with communication platforms such as email, chat, and telephone.

• Configure dashboards, user group-specific queries, and views per CRM entity to meet prioritized requirements. The Contractor shall create custom and ad-hoc reports and dashboards tailored to user needs.

• Perform unit testing to validate the system configuration, ensuring functionality aligns with the prioritized solution design and meets performance objectives.

• Configure interfaces for writing and editing scripted responses.

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• Provide ongoing technical support, knowledge base assistance, and data migration support.

• Conduct entity and data model configuration, process management, and platform performance tuning.

• Implement custom security roles, field-level security, and provide post-implementation support.

• Develop training materials, conduct workshops, and participate in train-the-trainer sessions.

3.0 Delivery of Deliverables

Submission of Deliverables

All project deliverables shall be submitted to the Contracting Officer’s Representative (COR) for formal delivery. The COR will review each deliverable and provide written comments regarding any necessary changes. The Contractor shall incorporate these changes into the final version. If extensive changes require a revised due date, the Contractor must negotiate this with the COR. The COR, acting under authority delegated by the Contracting Officer (CO), is responsible for reviewing and accepting all task order deliverables.

Review Times

Deliverables shall be reviewed and approved by the Government Task Manager (GTM) or COR within five (5) business days of receipt. The GTM/COR will discuss specific tasks with the Contractor to ensure objectives are clear and corrections are addressed within three (3) business days of notification.

Final drafts of deliverables shall be submitted electronically to the COR in the format specified upon award.

Deliverables

Deliverable PWS Reference Format Submit to Due Date Weekly CRM Report 2.0 MS Word or Excel COR Weekly/Every Monday morning

Weekly CRM check-in meeting 2.0 MS Teams COR Weekly/As scheduled by FirstNet Authority

Monthly Power BI/CRM integration meeting

2.2 MS Teams COR Monthly/As scheduled

by FirstNet Authority

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Monthly Technical Report 2.1 MS Word, Excel, or Adobe PDF

COR Monthly/By 5th business day of month

Comprehensive Task Tracker 2.1 MS Excel COR Monthly/By 5th business day of month

Design and develop dashboard designs/views to present/support CRM trends and analysis

2.3 MS

Dynamics

365 (CRM)

COR Recurring/Within 2 business days of specified deadline

Ongoing enhancements, updates, and system maintenance to CRM

2.2, 2.3 MS

Dynamics

365 (CRM)

COR Recurring/As requested by FirstNet Authority

Develop communications to FirstNet Authority staff to provide updates and address user questions

2.3 Email text COR Recurring/As requested

by FirstNet Authority

Develop training materials and conduct user training on the tool

2.3 MS Word

or PPT; MS Teams

COR Quarterly/As requested by FirstNet Authority

Support upload of data (contact lists, engagement lists, etc.) from Government databases or commercial sources

2.3 MS Excel;

MS

Dynamics

365 (CRM)

COR Recurring/As requested by FirstNet Authority

4.0 Required Travel and Other Direct Costs (ODCs)

5.0 Government Furnished Property (GFP)/ Equipment (GFE)/ Information (GFI)

The Government will furnish Dell laptops to the Contractor for use in the performance of this contract. These laptops are provided to facilitate the execution of contract requirements and shall be used exclusively for contract-related activities. The Contractor is responsible for maintaining the laptops in good working condition, safeguarding them against loss or damage, and returning them to the Government upon contract completion or as otherwise directed by the CO. Specific details regarding the number of laptops, configuration, and any applicable policies for use and security will be

PWS for CRM Support Services Page 9 of 10 provided after contract award. The Contractor shall comply with all applicable Government policies for handling and using GFP, including those related to cybersecurity and data protection and or training.

6.0 Special Instructions

Working requirements

The Contractor shall ensure that all contractor personnel supporting this contract are United States citizens or have lawful permanent resident status.

The contractor shall not employ persons for work under this contract if such employees are considered by the Contracting Officer to be a potential threat to the health, safety, security, general wellbeing or operational mission of the FirstNet Authority.

Cooperation Between Successor and Incumbent Contractors

The Contractor acknowledges that this is a follow-on contract and if applicable, agrees to cooperate fully with the incumbent contractor during the transition of services. Such cooperation includes, but is not limited to, the transfer of records, data, and materials necessary to ensure a seamless transition of services. The Contractor shall provide transition support as directed by the CO, including but not limited to participating in meetings and coordinating with the incumbent contractor to minimize disruptions to performance. All activities related to the transition shall be completed within the timeframes specified by the Government under FAR Clause 52.237-3.

The Contractor shall ensure uninterrupted performance of all contract requirements throughout the contract period(s), including in the event of staff turnover, equipment failure, or unforeseen circumstances. The Contractor shall implement a contingency plan to address potential disruptions and shall notify the Contracting Officer of any issue that may impact performance within 24 hours of identifying the issue.

Section 508 Compliance

All electronic and information technology (EIT) products and services provided under this contract shall comply with Section 508 of the Rehabilitation Act of 1973, as amended (29 U.S.C. § 794d), and the applicable accessibility standards set forth in 36 CFR Part 1194. The Contractor is responsible for ensuring that deliverables are fully compliant with Section 508 standards at the time of delivery. The Contractor shall provide supporting documentation, testing results, or certifications demonstrating compliance with Section 508 requirements upon request by the Government. Any deficiencies in compliance identified by the Government shall be corrected by the Contractor at no additional cost to the Government.

Payment Terms

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Payment shall be made on a monthly basis for the duration of the contract's period of performance. The Government reserves the right to withhold payment for any of the deliverables or services that fail to meet the quality or timeliness standards outlined in the PRS and QASP. Withheld payments will not be released until deficiencies are corrected to the satisfaction of the Contracting Officer. Additionally, the Government shall retain 10% of each invoice as a holdback until all deliverables are accepted. Retained amounts will be released upon final acceptance. Acceptance criteria for the deliverables and services are defined in the PRS and Quality Assurance Surveillance Plan QASP.