Attachment 0001-PWS.pdf

Department of Commerce Enterprise Services Performance Work Statement – ITA Learning Management Systems Support

Learning Management Systems Support Performance Work Statement for the

U.S. Department of Commerce

International Trade Administration Global Markets and the U.S. Foreign Commercial Service

Office of the Deputy Assistant Secretary for Global Operations Office of Global Talent Management

Training and Development

1.0 Contract Overview

The intent of this contract is to acquire support services from a private sector contractor (Contractor) to provide functional guidance, administrative programming, content development, and program management on the United States Department of Commerce (DOC), International Trade Administration’s (ITA) existing Cornerstone OnDemand (CSOD) Learning Management System (LMS), also known internally as the Commerce Learning Center (CLC).

A 12-month contract with four (4), 12-month option periods is warranted by the Government’s continuing need. Information on Cornerstone OnDemand can be found at:

https://www.cornerstoneondemand.com/solutions/learning-and-development-lms/

2.0 Background

ITA is a bureau in the U.S. Department of Commerce that promotes exports of nonagricultural American services and goods, and it manages foreign direct investment into the United States.

ITA is organized into three distinct but complementary business units: Global Markets (GM), Industry and Analysis (I&A), and Enforcement and Compliance (E&C). The GM unit combines ITA’s country and regional experts, overseas and domestic field staff, and specific trade promotion programs to provide U.S. firms with the full suite of country-specific export promotion services and market access advocacy.

The U.S. & Foreign Commercial Service (US&FCS) is the international arm of Global Markets and is one of four official U.S. Foreign Affairs Agencies under the Foreign Service Act of 1980.

GM has nearly 1,600 employees which include five employee personnel groups including:

Foreign Service Officers (FSOs), General Schedule (GS) employees, Senior Executive Service (SES), Locally Employed Staff (LES), and Schedule-C political appointees. The organization’s FSOs are largely assigned to foreign posts, such as U.S. embassies and consulates, to promote the export of U.S. goods and services, defend U.S. commercial interests abroad and attract foreign investment into the U.S. The remainder of GM’s employees is assigned as management in Washington, DC-based headquarters, and as international trade specialists the U.S. domestic field.

All training programs and services are overseen by GM’s Chief Learning Officer (CLO) and its training team which is located within the Training and Development (T&D) Branch, in the Office of Global Talent Management (OGTM) under the Office of the Deputy Assistant Secretary for Global Operations (DASGO).

2.1 Objective

Global Markets is seeking a Contractor to provide in-house technical and functional expertise and proficiency to support the current CSOD Learning Management System (LMS) platform, and its overall program training objectives. The Contractor shall provide full-time certified CSOD administrative and technical resources. Offerors must demonstrate a successful past performance legacy on CSOD systems to U.S. Government employees and support contractors.

Contract staff must be able to support an array of synchronous and asynchronous training https://www.cornerstoneondemand.com/solutions/learning-and-development-lms/ programs, as well as provide robust level of services to support GM’s video and eLearning training initiatives.

2.2 Description of Services

The Contractor shall identify, and address training and professional development resources needed to fulfill Global Market’s (GM) mission, improve productivity, and enable its employees to provide high quality products and services through their usages of the LMS on the CSOD platform. The Contractor shall deliver support services to GM and its internal staff population of approximately 1,600 through the successful delivery of Contractor Support Agreement (SA) services and Virtual Event Management (VEM).

The Contractor shall deliver the following:

• CSOD functional, technical, and operational services necessary to operate and maintain GM’s LMS;

• CSOD administrator programming services necessary to design, develop, and deploy an agreed upon number of e-learning courses and webinars;

• CSOD program management to spearhead the production of products to meet GM’s unique training goals;

• Technical support to design, develop, and deploy e-Learning courses and webinars.

• Cost affordable and timely administrative and technical support for the development of additional e-learning courses via optional supplemental task support;

• Uninterrupted customer support to GM internal full-time employees who work in 19-time zones;

• Help desk support to maintain responsive communication with LMS end-users and ensure timely responses to complex inquiries and provide satisfactory solutions and/or workarounds;

• Provide technical oversights for all Human Recourses (HR) applications that interface with the LMS; and,

• Sufficient SA service hours for functional administrators to fulfill the day-to-day requirements of the LMS platform. (See Technical Exhibit- 2 Delivery Schedule

3.0 Requirements

3.1 Quality Control Plan

The Contractor shall deliver to the CO and the COR a Quality Assurance Plan which shall be implemented throughout the period of performance of the contract to meet or exceed the requirements described in this PWS. Upon request by GM, the Contractor shall provide examples of its successful application. The Contractor will be responsible for creating a separate plan to determine overall Systems Administration in their performance of the contract and the return on investment for GM.

3.2 Program Management

The Contractor must provide one (1) senior level Program Manager (PM), dedicated to support this contract, who will be responsible for augmenting the Systems Administrative Team supporting the LMS, and directing the fulfillment of GM’s evolving training objectives. The PM will manage the Contractor’s resources for the development and execution of all projects. The PM will determine the project timelines required to meet GM’s objectives and ensure the successful delivery of each GM program goal. The Program Manager shall:

Develop and maintain project schedules (delivered in Gantt chart format if requested);

• Mobilize resources to execute the work represented in the project;

• Monitor progress against the schedule (project start date, tasks completed, hours used and estimate of hours remaining);

• Provide briefings and reports of activities;

• Review deliverables to ensure consistent quality;

• Resolve support issues within the Contractor’s responsibility;

• Keep Global Markets continually informed, both verbally and in writing, of any project concerns or problems that arise which could result in a deviation from the schedule; and,

• Create and conduct employee Training Needs Assessments (TNA) using Survey-

Monkey© or other survey instruments.

3.3 Functional System Administration

The Contractor shall provide one (1) Functional Systems Administrator (SA), dedicated to this contract, to support the day-to-day functional operations of GM’s LMS. The Contractor’s System Administrator shall:

• Manage GM leadership training initiatives as identified by the GM Chief Learning Officer (CLO);

• Manage GM mandatory training initiatives as directed and assist with the testing of the training and confirmation of LMS tracking and availability settings prior to roll-out;

• Provide best practices guidance during the implementation of new features and product upgrades associated with the LMS and assist in resolving LMS system issues;

• Recommend improvements and upgrades to the LMS based on ongoing ITA GM requirements;

• Assist GM bureau course developers and third-party courseware developers integrate and post e-learning courses to the LMS;

• Ensure all e-learning products, including custom courseware, are compliant with Section 508 standards and Sharable Content Reference Model (SCORM)/ Aviation Industry Computer-Based Training Committee (AICC) standards;

• Ensure all LML courses successfully operate within the CLC, course presentation positioning, creating ITA specific course learning plans mapped to GM specific targeted audiences and course refreshing and re-development;

• Act as a liaison between the LMS platform owner (Cornerstone) and other external training resources to ensure proper management and operation of GM learning management system;

• Provide LMS website design and maintenance on the existing CSOD platform;

• Enter GM SF-182 training completion forms into the LMS for data record retention; and,

• Assign training, create training groups, and manage assignments and groups in LMS

CSOD platform.

• Re-develop and/or create eLearning course content from existing Industry and Analysis courses;

• Uploading and management of new course content into the LMS;

• Liaise with external learning management professionals as required to meet project goals.

3.4 Virtual Event Production

The contractor shall provide four (4) Senior Virtual Event Producers (SVEP). The SVEP will bring expertise and best practices in learning and development to support GM’s T&D activities to ensure virtual training optimization. The SVEP will work closely with the Contractor’s VEM team to support the day-to-day training operations of T&D and provide virtual webinar support.

The SVEPs shall have technical knowledge of SharePoint, Calendly, Microsoft Office Suite, WebEx (as well as other web-conferencing platforms), MS Teams, video editing software (DaVinci Resolve, Vegas Pro or Camtasia preferred), video compression software (Handbrake preferred), and Teamwork. The Contractor’s Senior Virtual Event Producer shall:

• Create Teamwork Projects task list to assign due dates and track milestones;

• Create contractor repositories for project files and replicate on GM’s SharePoint site;

• Host kick-off and scoping calls with GM organizers to determine project specifications and milestones and dates;

• Create and update virtual eLearning training platform (WebEx) job aids or training videos for use of GM clients;

• Execution of specialty enhancement features like music, videos, polls, avatars, breakout rooms for the virtual training events;

• Configure Calendly event and send URL link to webinar presenters;

• Send virtual training platform (WebEx) Demo/Tech Check session(s) invites to all participants and presenters and host virtual rehearsals before go-live launch dates;

• Setup virtual training rooms (WebEx) - Procure polls, handouts, and information about breakout sessions from presenters, and load agenda into notes panels;

• Manage WebEx stage to spotlight emcees, presenters, or participants, and monitor virtual session chat and Q&A panels for any technical questions and work to address in real-time;

• Email the organizers/presenters chat logs, if requested by GM.;

• Download live session recordings from virtual training platform and transfer to internal and client repositories; edit recordings using video editing software and use compression software to output smaller file sizes;

• Develop virtual training platform navigation user aids and demonstrations; and,

• Develop all virtual training events that can be supported on multi-platform distance learning platforms including Microsoft Teams, WebEx, GoToMeeting, Zoom, and Adobe Connect.

3.5 Content Production

One (1) Senior Content Producer (SCP) is required. The is a contractor dedicated Instructional Systems Designer (ISD) who will bring expertise and best practices in LMS compatible online courses including subject matter expertise around 508 compliancy and SCORM/AICC protocols. The SCP shall fulfill T&D’s evolving training objectives through:

• Direct engagement and execution of virtual course development initiatives including converting existing in person classroom courses into new virtual programs;

• Building new custom virtual courses to meet GM’s evolving mission and service delivery methods;

• Management of T&D’s training event evaluation process by applying the Kirkpatrick

Level Survey methodology to all virtual courses; and,

• Managing T&D’s bi-annual GM-wide training needs assessments.

3.5.1 Functional Support

The SCP will also support T&D’s day-to-day functional support operations requirements by:

• Maintaining an inventory of all GM targeted e-Learning initiatives;

• Testing of GM courses to ensure LMS compatibility and tracking completion;

• Designing, developing, and completing GM virtual course edits and enhancements;

• Testing all end-product virtual courses to ensure browser compatibility, LMS and completion tracking compatibility, and 508 compliancy;

• Loading into the LMS pilot and production virtual courses for full testing and validation;

• Editing and enhancing GM built training, new custom builds, as well as coordinating and testing of other 3rd party content and all over GM training needs; and, Management of a complex project plan by coordinating with project manager and GM Subject Matter Experts (SMEs).

3.6 Human Resources Information Technology

Contractor shall provide one (1) Human Resources Information Technology (HRIT) Specialist. The Specialist is a computer professional who will provide technical oversights for all HR applications that interface with the LMS. The HRIT shall work with senior Government IT developers to manage HR platform enhancements and provide routine support of all HR computer systems and applications. The Contractor’s Human Resources Information Technology Specialist shall:

• Troubleshoot and resolve integration issues between diverse software applications including the Commerce Learning Center, HR Connect, National Finance Center (NFC) personal system, ITA SharePoint, Salesforce, LinkedIn Learning, and the i-Bid database for Government personnel duty station movements;

• Produce and support internal web-based tools using HTML and JavaScript;

• Create and program custom business rules and modules to meet unique client specifications;

• Act as a liaison between internal business partners such as the ITA Office of Technical

Systems Information (TSI) and the U.S. Department of Commerce’s Office of HR Operations to resolve customer inquiries;

• Develop new case-handling workflow which reduced average case age and increased SLA compliance;

• Modify HTML web templates and maintain internal SharePoint site pages;

• Design, develop and maintain OGTM’s ITA SharePoint site and supporting pages; and,

• Coordinate HR technology application patches, maintenance packs, and software upgrades, and managed user licenses and privilege levels.

3.7 Help Desk – Live Support

The Contractor shall provide Live Support Services. Technicians shall be on-demand and accessible in real-time. They must be certified, trained learning management systems Subject Matter Experts (SMEs) and be able to assist and resolve end-user questions and problems concerning their LMS experience. They must have experience working with CSOD. With Live Support, GM shall receive the benefits of staffing from both LMS SAs and Help Desk technicians. The Contractor shall designate a Live Support Team Lead as the regular point of contact for GM. Live Support must provide the following services 24 hours a day, 7-days a week, 365 days per year. The Live Support Services Technicians shall:

• Monitor and support the CLC chat rooms for all GM staff;

• Supply a dedicated email account directed to the Contractor’s support specialists;

• Provide a toll-free number and dedicated international telephone number routed to the

Contractor’s support specialists;

• Provide a dedicated support team lead who shall act as primary point of contact responsible for GM’s LMS account maintenance;

• Provide weekly reports detailing all interactions with LMS users, including nature of interaction, and, if applicable, timeline of resolution of issue;

• Provide access, via Survey-Monkey©, to customers to provide feedback on Help Desk performance; and, annually evaluate GM’s CLC

3.7.1 Tickets

The Contractor’s Program Manager, SAs, HRIT, Live Support and the Support Agreement teams shall work together to answer all GM related service desk tickets to ensure that they are resolved quickly and thoroughly. All tickets shall be acknowledged by the Contractor within one (1) business day from when it was received.

• Simple tickets shall be defined as: Issues that can be resolved by internal Help Desk personnel (such as password reset or access to LMS courses). Simple tickets shall be resolved within one (1) business day from when they are received.

• Complex tickets shall be defined as: Issues that require research or assistance from external resources. For complex tickets, the Contractor shall provide to the LMS end-user, within one (1) business day, an estimated timeframe for resolution.

If the Contractor’s Live Support team is unable to resolve any ticket within the estimated time provided to the end-user, the Contractor shall provide updated estimated resolution times to the user no later than the day after the resolution was to have occurred. The end-user must be kept adequately informed until the ticket’s resolution is complete.

3.8 O&M Support

The SA, SCP, HRIT, and SVEP shall provide O&M support to ensure the LMS meets ALL agency and end-user needs. This includes working with the Live Support teams to:

• Keep abreast of, and provide guidance during, the implementation of new products and product upgrades associated with the LMS;

• Assist in resolving LMS integration issues;

• Recommend improvements and upgrades to the LMS based on ongoing requirements supported by best practices (e.g., expanded use of the LMS’ capabilities);

• Assist the SCP, agency course developers and third-party courseware developers integrate and post e-learning courses to GM’s LMS;

• Assist the SVEP in the production of VEM for intended webinars and recorded ILTs that will be hosted on the LMS for instructional purposes; and,

• Access, via Survey Monkey and/or via surveys in the LMS, the level of LMS end-user satisfaction.

3.9 CLC Efficiency and Reliability

The Contractor shall work with GM to increase the usability of the LMS course catalogue.

This includes, but is not limited to, ensuring all courses successfully operate within the LMS;

course presentation positioning; and the creation of GM specific course learning plans mapped to GM specific job roles and course refreshing and re-development. The SAs shall also provide technical support to agency systems administrators and training coordinators in using features of the LMS. Additionally, Contractor’s SA Services and VEM teams shall provide GM users with training to promote greater usability and understanding of the courses available on the LMS.

3.10 Information Sharing and Customer Service

The PM, SAs, SCPs, HTIS, and SVEP shall promote the use the GM’s LMS by marketing and awareness initiatives tied to agency training needs and ensure that customers and GM leadership receive sufficient information to effectively use and manage the LMS. The PM, SAs, SCPs, HRIT, SVEP and Live Support shall provide the following:

• Serve as GM’s technical liaison to learning management system users, user groups, IT personnel, third- party Contractors, and other government personnel on technical matters related to GM’s LMS;

• Marketing and customer awareness support to support and expand the visibility of the GM LMS (e.g., developing marketing flyers and program showcases within the LMS, updating articles, etc.);

• Input to periodic and ad hoc agency reports as requested by the CLO or T&D staff;

• Develop and deliver specific user statistical reports to GM as requested;

• Develop reports for GM training activities (course completions, trends, analysis of training data, etc.);

• Participate in meetings via teleconferences with agency users, organizational training resources, and other Federal agency liaisons as requested

3.11 E-Learning Course Development and Training

The PM, SAs, HRIT, and SCPs shall work with and assist GM with the development of new e-learning courses, as well as updating existing courses. The Contractor shall assign, per project, an ISD to ensure GM’s needs/requirements are met. GM estimates that approximately six to twelve (6-12) new courses will be required per year. The CLC has nine

(15) existing courses which will require review and updating per an annual rotating schedule of five (5) per year. GM estimates that twenty-four (24) to sixty (60) recorded webinars will be produced and stored for instructional use on the LMS.

The PM shall identify an SME that will be dedicated to each project prior to the commencement of any work. The Government will provide completely vetted technical and business requirements (including source materials such as policy, Standard Operating Procedures (SOP’s), etc.) prior to the commencement of any work.

A Defined Requirements Document (DRD), cost estimate, and milestone plan shall be developed by the Contractor, and approved by GM, before the development of each course.

The DRD shall also include a trade-off analysis if the requirements exceed GM’s technical and/or financial limitations. The Contractor shall oversee and participate with SME’s and other stakeholders to test and evaluate the course prior to the expected release date.

A configuration management process shall be used to allow GM to identify priority revisions/changes (based on input from testing) that are critical to the impending release, and ones that can be delayed for future versions based on limitations (e.g., funding). A cyclical review process shall occur to ensure timely review, update, and release of future versions as part of a post-implementation evaluation.

GM’s training unit, T&D, uses the U.S. Office of Personal Management (OPM) ADDIE model for all of it ISD development projects. The Contractor will be required to use this model. The model consists of Analysis, Design, Development, Implementation and Evaluation. More information can be found at: https://www.opm.gov/policy-data-oversight/training-and-development/reference-materials/training_evaluation.pdf https://www.opm.gov/policy-data-oversight/training-and-development/reference-materials/training_evaluation.pdf https://www.opm.gov/policy-data-oversight/training-and-development/reference-materials/training_evaluation.pdf

4.0 Place of Performance

Contractor support shall perform all services from a location designated by the Contractor. There is no requirement for Contractor personnel to be co-located with GM personnel located in the U.S. Department of Commerce's facilities in Washington, DC. Remote/telework may be authorized by the CO or COR on a case-by-case basis.

5.0 Period of Performance

The total period of performance includes one (1) 12-month Base Period and four (4), 12-month Option Periods.

6.0 Hours of Operations

The Contractor shall be available 24 hours a day, seven (7) days a week to support GM’s full 19-time zone service delivery area by providing staff that may need to work outside of the normal business hours to support scheduled international programs. The COR and CLO will give a 14-day advance notice to the Contractor when this need may arise.

7.0 Government Furnished Resources

The Contractor will not be required to work in U.S. Department of Commerce’s facilities. No Government furnished property will be provided. The Contractor will not be required to work in U.S. Department of Commerce’s facilities.

7.1 Contractor Furnished Items

The Contractor will be responsible for the logistics of all equipment for Contractor personnel working from an off-site location. The Contractor will be responsible for the provision of any Contractor-proprietary equipment or supplies to their employees.

8.0 Key Personnel and Required Qualifications

8.1 Program Manager Qualifications

The Contractor’s Program Manager, at a minimum, shall possess the following qualifications:

• 5-10 years of experience in project management;

• Minimum of 5 years of experience in the international training efforts;

• Ability to work with different types of data and apply data visualization methods; and,

• Ability to plan and work flexibly to ensure deadlines are met and any unexpected interruptions are dealt with in a timely manner.

8.2 System Administrator Qualifications

The Contractor’s System Administrator, at a minimum, shall possess the following qualifications:

• Cornerstone (CSOD) platform certification in Core and Learning;

• Maintain Cornerstone platform re-certification quarterly;

• CSOD functional, technical, and operational services necessary to operate and maintain the platform; and,

• CSOD administrator programming services necessary to design, develop, and deploy an agreed upon number of e-learning courses and webinars; CSOD program unique training goals.

8.3 Senior Virtual Event Producer Qualifications

The Contract’s SVEPs, at a minimum, shall possess the following qualifications:

Cornerstone (CSOD) platform certification in Core;

• Intermediate level of understanding web-conferencing platforms WebEx, MS Teams, Adobe Connect and Zoom and GoTo Suite;

• Proficient in video editing software DaVinci Resolve, Camtasia, and Vegas Pro;

• Ability to review and edit video files according to a video matrix depending on the decided-upon video editing package;

Able to accurately determine the degree to which videos can be edited, including trimming ends, adding animations, custom intros, slides, or fades; and, Know how to compress videos to 500MBs or lower for uploading onto an LMS.

8.4 Senior Content Producer Qualifications:

The Contract’s Senior Content Producers, at a minimum, shall possess the following qualifications:

• Minimum of 8 years of instructional design experience designing online education and training for adult learners;

• Minimum of 8 years of experience developing synchronous and asynchronous distance learning programs;

• Minimum 8 years expert knowledge of ADDIE model, rapid prototyping, and OPM instructional design process;

• Minimum 1year Experience in process improvement, instructional design, technical training, and customer service;

• Experience with eLearning authoring tools including Articulate Storyline and Adobe

Captivate; and,

• Minimum 1-year administrative experience working with Cornerstone on Demand’s

LMS including course uploads, pilot testing, course cataloging, and curriculum assignment.

8.5 Human Resources Information Technology Specialist Qualifications

The Contractor’s HRIT, at a minimum, shall possess the following qualifications:

• Knowledge and competence in how to produce web-based site using HTML and JavaScript; and,

• Certification capabilities in SharePoint and Salesforce

9.0 Identification of Contractor Employees

All Contractor personnel attending meetings, answering Government telephones, and working in other situations where their contractor status is not obvious to third parties are required to identify themselves as such to avoid creating an impression in the minds of members of the public that they are Government officials. They must also ensure that all documents or reports produced by Contractors are suitably marked as Contractor products or that Contractor participation is appropriately disclosed.

10.0 Travel

All costs anticipated for travel by the Contractor’s off-site personnel to attend meetings or conduct research in conjunction with this contract must be included in the Contractor’s proposal.

The Contractor will be required to send the Program Manager, one Systems Administrator, one Senior Content Producer and one Senior Virtual Event Producer to an annual meeting at OGTM/T&D’ office in the DOC headquarters in Washington, DC. The duration of the stay will not exceed five (5) business days.

Limited Travel is required to the Department of Commerce Headquarters in Washington, DC.

If required, the Contractor shall travel as approved by the designated COR during the performance of this contract to attend meetings, conferences or conduct other official business covered under this contract. Authorized travel is reimbursable in accordance with the contract.

The Contractor shall ensure adequate funding is available for costs of travel prior to incurring costs. Local travel to meetings, conferences or other official business covered under this contract is not reimbursable as a direct charge.

11.0 Conflicts of Interest

Contractor and subcontract 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 Conflict of Interests (OCI) as defined in FAR Subpart 9.5.

The Contractor shall notify the CO immediately whenever he/she becomes aware that such access or participation may result in any actual or potential OCI and may merit the submittal of a plan to the CO to avoid or mitigate any such OCI. This mitigation plan would be determined to be acceptable solely at the discretion of the CO.

In the event the CO unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the Contracting Officer may employ 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.

12.0 Data Rights

The Government has unlimited rights to all documents/material produced under this contract.

All documents and materials, to include the source code of any software produced under this contract, shall be Government owned and the property of the Government with all rights and privileges of ownership/copyright belonging exclusively to the Government. These documents and materials may not be used or sold by the Contractor without written permission from the CO.

All materials supplied to the Government shall be the sole property of the Government and may not be used for any other purpose. This right does not abrogate any other Government rights.

13.0 Security

Deliverables under this contract shall be Unclassified, but due to the need to develop materials in advance of formal announcements, the COR and the Chief Learning Office (CLO) shall identify any contract deliverables the Contractor shall not discuss with any entities outside GM.

The contractor’s personnel shall be provided with U.S. Government email accounts and will have limited access to ITA online training files and programs. Select contractors may be provided with a basic U.S. Government secret level security clearance, upon passing the ITA Office of Security’s contractor background employment investigation.

All contractor employees shall pass a U.S. Department of Commerce security background investigation as a condition of employment. Contractors will be required to sign a non-disclosure agreement to protect the government’s sensitive records.

To the extent that the work under this contract requires that the Contractor have access to personal identifiable information (PII) (i.e., social security numbers, confidential or proprietary business, technical, or financial information belonging to other private parties of the Government), the Contractor shall, after receipt thereof, treat such information as confidential and agree not to obtain such information for its own use or to disclose such information to third parties unless specifically authorized by the Contracting Officer’s Representative (COR) in writing.

14.0 Reports and Deliverables

14.1 Monthly Progress Report (MPR)

The contractor shall submit the Monthly Status Report (MSR) to the COR in Microsoft Word format no later than the 5th of each month. At a minimum, the report shall track the submission of deliverables and detail the status of each. The report should detail major accomplishments during the month, problems/resolutions, issues/mitigation plan, recommendations and tracking of cumulative Travel amounts against the Travel CLIN. The report shall cover all work completed during the reporting period and reflect data as of the last day of the preceding month.

If a problem or issue has not been completely resolved, contractor shall provide an explanation including its plan and timeframe for resolving the issue.

The report shall detail work planned for the subsequent reporting period. The COR and GM Chief Learning Officer (CLO) will certify the report.

14.2 Weekly Status Reports

All weekly status reports will be submitted in a format to be agreed upon by the Contractor, COR and the CLO by Monday each week. The Contractor will submit a report template to the CLO within ten working days after contract award. At a minimum the following reports will be required:

• Weekly status reports detailing the progress of all projects,;

• Weekly reports detailing requests for technical assistance from users, the way issues were resolved, and the timeliness that the issues were resolved;

• Minutes from all meetings, to be delivered within two working days of the meeting; and,

• Survey results on user satisfaction assessments.

14.3. Billing/Invoicing The contractor shall submit monthly invoices to the COR for the CLO to review.

Approved invoices will be sent to the U.S. Department’s invoice payment office within the National Institute of Science and Technology (NIST) to pay within 15 days of receipt. Any discrepancies noted and verified will be adjusted on subsequent billing cycles and accounted for in subsequent reports.

15.0 Meetings

The Contractor shall attend progress meetings requested by the contracting activity or contract administration. The Contracting Officer, Contracting Officer’s Representative (COR), and other Government personnel, as appropriate, may meet periodically with the Contractor to review the Contractor's performance. At these meetings the CO will 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. These meetings shall be at no additional cost to the government.

15.1 Kick-Off Meeting: The Contractor must attend a Kick-Off Meeting within ten working days of the date of award. The meeting must include, at a minimum, the Contractor’s Senior Program Manager (SPM), the Contracting Officer’s Technical Representative or COR, and the GM Chief Learning Officer (CLO). The purpose of the meeting is to establish GM’s priorities with respect to the learning objectives, clarify the roles and responsibilities of all stakeholders, discuss reporting requirements, establish a draft course development timeline and identify potential risks to the successful completion of the tcontract. The Kick-Off Meeting shall be held at OGTM/T&D’ office in the DOC headquarters in Washington, DC.

15.2 Project Status Meetings: The PM, HRIT, SA team members, and the Live Support Team Lead shall attend weekly project status meetings, via teleconferencing, to discuss Help Desk activity/concerns; prior months’ work; status of current projects; scheduled projects for the following month; and review project completion estimates in order to ensure all projects are on-schedule and within budget. The PM shall lead the meetings and bring to light any potential problems or conflicts that may impact the schedule, scope or cost defined as the triple constraint, change management impacts, and project status. The Government will be represented by the CLO, the T&D liaison, and the COR.

15.3 Weekly Staff Meetings: The PM, HRIT, SA team members, and the Live Support Team Lead shall participate, via teleconferencing, in the Training and Development Branch weekly staff meetings. The meeting will be led, and each week’s agenda will be prepared by the CLO.

The Contractor shall send any information they wish to be included in the agenda no later than 12:00 pm Eastern Standard Time each Friday.

15.4 Reporting of Problems: In addition to reporting on problems, or potential problems, during the weekly status meeting, the Contractor shall inform the COR and the CLO in writing of any issues affecting performance as soon as possible. All reports must be kept in the files of both GM and the Contractor until the end of the final period of performance.

16.0 Applicable Publications (Current Editions)

16.1 Work on this project may require that the Contactor’s personnel have access to Privacy Information. Personnel shall adhere to the Privacy Act of 1974, U.S. Code, Title 5, and Section 552a – Records maintained on individuals and applicable agency rules and regulations.

Reference: https://www.law.cornell.edu/uscode/text/5/552a

16.2 In accordance with 5 CFR 410.201 - Responsibilities of the Head of an Agency, (Section 4;

amended 2009); Executive Order 11348 -Providing for the Further Training of Government Employees, (Section 303; amended 1978); and 22 USC 4028 -Training for Foreign Service Officers; “All Contractor provided services to provide functional guidance, administrative programming and program management on the CSOD managed Commerce Learning Center (CLC) must be in compliance with the above regulations.”

https://www.law.cornell.edu/uscode/text/5/552a

17.0 Attachment/Technical Exhibit List

17.1 Attachment 1/Technical Exhibit 1 – Performance Requirements Summary

17.2 Attachment 2/Technical Exhibit 2 – Deliverables.

17.3 Attachment 3/ Technical Exhibit 3 – Terms of Reference

TECHNICAL EXHIBIT 1

Performance Requirements Summary

The Contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success.

Desired Outcome

Required Service

Performance Standards/

Acceptable Quality Levels (AQL)

Monitoring Method

Simple Help Desk tickets resolved within 1 business day

Simple Help Desk tickets resolved within 1 business day

95% Spot checks to ensure compliance

Complex Help Desk tickets resolved within time committed to by technician

Complex Help Desk tickets resolved within time committed to by technician

95% Spot checks to ensure compliance

Help Desk Tickets resolved without escalation

Help Desk Tickets resolved without escalation

95% Spot checks to ensure compliance

Resolve integration issues between HR software applications

Resolve simple integration issues between HR software applications in less than 1 business day

95% Spot checks to ensure compliance

Chat Rooms available for GM staff 24/7

Chat Rooms available for GM staff 19/7

99% Review by CLO with contractor’s project manager

No negative survey results re:

Help Desk from GM users

Less than 10% negative survey results re: Help Desk from GM users

99% Review by CLO with contractor’s project manager

Analysis of proposed course completed on schedule

Analysis of proposed course completed less than 1 business day behind schedule

95% Spot checks to ensure compliance

Design of proposed course completed on schedule

Design of proposed course completed less than 1 business day behind schedule

95% Review by CLO with contractor’s project manager

Design of proposed virtual course or webinar completed on schedule

Design of proposed course completed less than 1 business day behind schedule

95% Review by CLO with contractor’s project manager

Modified web and internal SharePoint sites

Modified web and internal SharePoint sites within 2 business days behind schedule

95% Review by CLO with contractor’s project manager

Development of proposed course completed on schedule

Development of proposed course completed less than 1 business day behind schedule

95% Review by CLO with contractor’s project manager

Test Phase of developed course completed revealing no weaknesses or impediments to release

Test Phase of developed course completed revealing no more than two impediments to release

90% Review by CLO with contractor’s project manager

100% Section 508 Compliance in all products

100% Section 508 Compliance in all products

99% Review by CLO with contractor’s project manager

100% CLC participant satisfaction

90% CLC participant satisfaction

90% Review participant user survey results

100% CLC course effectiveness 90% CLC course effectiveness

90% Review participant user survey results

TECHNICAL EXHIBIT 2

DELIVERABLES SCHEDULE

This technical exhibit lists any reports or documentation that is required as a deliverable to include the frequency, number of copies, medium/format and who/where it is to be submitted. A deliverable is anything that can be physically delivered but may include non-physical things such as meeting minutes.

Deliverable Timeframe Reference Quality Assurance Plan

30 days after award 3.1

Program Management Mon-Fri during 9:00am- 5:00pm EST

3.2

Functional System Administration Mon-Fri during 9:00am- 5:00pm EST

3.3

Virtual Event Production 24 hours/day – 7 days/week 3.4 Content Production Mon-Fri during 9:00am-

5:00pm EST 3.5

Human Resources Information Technology (HRIT)

Mon-Fri during 9:00am- 5:00pm EST

3.6

Help Desk (Live Support) 24 hours/day – 7 days/week 3.7 Course/Video/Webinar Creation

Monthly 3.11

Project Status Meetings

Weekly 15.2

Staff Meetings

Weekly 15.3

Billing /Invoicing

Monthly 14.3

Survey Results

Quarterly 14.2

TECHNICAL EXHIBIT 3

Terms of Reference

ADDIE: Analysis, Design, Development, Implementation and Evaluation Model DOC: U.S. Department of Commerce CLC: Commerce Learning Center CLO: Chief Learning Officer CO: Contracting Officer COR: Contracting Officer’s Representative CSOD: Cornerstone OnDemand DASGO: Office of the Deputy Assistant Secretary for Global Operations DRD: Defined Requirements Document FAR: Federal Acquisition Regulation FSO: Foreign Service Officer GM: Global Markets GS: General Schedule HCM: Human Capital Management HR: Human Recourses HRIT: Human Resources Information Technology ISD: Instructional Systems Designer ITA: International Trade Administration ILT: Instructor Lead Training or classroom courses LES: Locally Employed Staff LMS: Learning Management System O&M: Operations & Management OGTM: Office of Global Talent Management OPM: U.S. Office of Personal Management PII: Personal Identifiable Information PM: Program Manager SA: Systems Administration SCP: Senior Content Producer SCORM: Sharable Content Reference Model SES: Senior Executive Service SME: Subject Matter Expert SOP: Standard Operating Procedure SVEP: Senior Virtual Event Producer T&D: Training and Development Branch of OGTM U.S.: United States of America US&FCS: United States Foreign & Commercial Service VEM: Virtual Event Management