Attachment 1 - HUD Exchange Draft Tasks.pdf

HUD Exchange Draft Tasks

5. Specific Tasks

5.1 Website Hosting & Administration

5.1.1 Website hosting requirements

The Contractor shall host the site on a cloud-based server with the following minimum technical requirements:

a) 99% availability, or higher, in SLA with a financially backed penalty schedule;

b) a secure platform that prevents loss of, or tampering with, HUD data, service degradation, and/or service disruption to all users;

c) 24 hours per day, seven days a week, 365 days per year proactive monitoring and support for resolution of any and all outages that affect the availability of the cloud services;

d) flexibility to rapidly scale up and down to meet the business needs;

e) provide troubleshooting services and support during core duty hours; and

f) compliance with federally mandated IPv6 requirements for public facing services

(see https://www.whitehouse.gov/wp-content/uploads/2020/11/M-21-07.pdf)

Performance Standards

a) Standard: The Contractor shall ensure HUD Exchange has 99% availability, or higher, in SLA with a financially backed penalty schedule;

AQL: Zero deviation, unless additional time is approved by the government in writing 7 calendar days in advance.

b) Standard: The Contractor shall ensure that HUD Exchange is a secure platform that prevents loss of, or tampering with, HUD data, service degradation, and/or service disruption to all users.

AQL: Zero Deviation

c) Standard: The Contractor shall provide proactive monitoring and support for resolution of any and all outages that affect the availability of the cloud services, 24 hours per day, seven days a week, 365 days per year.

AQL: Zero Deviation

d) Standard: The Contractor shall have the flexibility to rapidly scale up and down to meet the business needs.

AQL: Zero Deviation

e) Standard: The Contractor shall provide troubleshooting services and support during core duty hours, 9:30 a.m. to 5:30 p.m. Eastern time.

AQL: Zero Deviation

f) Standard: The Contractor shall ensure compliance with federally mandated IPv6 requirements for public facing services.

AQL: Zero Deviation

g) Standard: The Contractor shall provide hosting of cloud services within 14 calendar days of the contract start date.

5.1.2 Cloud services

The Contractor shall utilize a FedRAMP-authorized cloud infrastructure for HUDx. The Contractor shall provide cloud services that meet the requirements below:

a) Allow for controlled, real-time, on-demand and automated provisioning of storage and bandwidth capacity to support content delivery;

b) Provide HUD service level managers a web-based dashboard that enables 24x7x365 near real-time monitoring and visibility of:

i. Cloud services performance, service status, and key performance indicators of the system against the proposed SLAs and operational parameters;

ii. Reporting analytics that provides HUD with up-to-date and comprehensive information regarding technical and management performance (summarizing projected vs. actual measures), and other related issues; and

iii. Security logs as required within the documentation identified in Section 5.1.5 Security.

Performance Standards

a) Standard: The Contractor shall utilize a FedRAMP authorized cloud infrastructure.

AQL: Zero Deviation

b) Standard: The Contractor shall ensure the cloud services allow for controlled, real-time, on-demand and automated provisioning of storage and bandwidth capacity to support content delivery.

AQL: Zero Deviation

c) Standard: The Contractor shall provide a web-based dashboard near real time monitoring and visibility of Cloud services performance, service status, and key performance indicators of the system against the proposed SLAs and operational parameters.

AQL: Zero Deviation

d) Standard: The Contractor shall provide reporting analytics to HUD with up-to-date and comprehensive information regarding technical and management performance (summarizing projected vs. actual measures), and other related issues; and

e) Standard: The Contractor shall provide security logs as required within the documentation identified in Section 5.1.5 Security.

AQL: Zero Deviation

f) Standard: The Contractor shall ensure Cloud Services are available within 14 days from the contract start date.

AQL: Zero Deviation

Deliverables

A001 FedRAMP authorized Cloud system

A002 Web-based Dashboard

5.1.3 Test environment for HUDx

The Contractor shall establish a beta testing environment and provide HUD POCs, including the CO, COR, and other persons designated by HUD with view/test access to the test environment.

The test environment should be fully-tested and functional and ready for publication to a live site within 90 days of the contract start date.

Performance Standards

a) Standard: Testing environment shall be live within 90 days of the contract start date.

AQL: Zero Deviation

Deliverables

A003 Test Environment

5.1.4 Authentication and access control

The Contractor shall ensure system access control seamlessly integrates with HUD’s enterprise Identity, Credential, and Access Management (eICAM) solution, which consists of:

a) HUD SiteMinder architecture,

b) HUD WASS,

c) HUD Active Directory (AD), and

d) HUD HSPD-12 PIV Card based credentials and enable logical authentication.

a) Standard: The Contractor shall ensure system access control seamlessly integrates with HUD’s enterprise Identity, Credential, and Access Management

5.1.5 Security

5.1.5.1 Security requirements

The Contractor shall provide cloud services with the requisite security, confidentiality, integrity, availability, and privacy levels and controls that are compliant with regulations, to include the following:

a) Federal government regulatory compliance requirements (i.e. Privacy Act, FISMA, CIPSEA, Federal Records Act, Freedom of Information Act (FOIA), Trade Secrets Act, Health Insurance Portability and Accountability Act (HIPAA), Privacy Rules, etc.);

b) Security standards and security control requirements for a Moderate Impact system as described in NIST Special Publications (SP) for cloud computing (SP 800-144, SP 800-

145, and SP 800-146) as well as NIST SP 800-53 with an accepted Certification and

Accreditation (C&A) or Security Authorization;

c) Privacy Act, Title 5 of the United States Code (U.S.C.) 552a and applicable agency rules and regulations; and

d) The hosting environment provisioned by the Contractor must demonstrate an appropriate level of security for FISMA impact level Moderate system by meeting the requirements of Section 5.3.1, comply with HUD Information Security and Privacy Requirements and be FedRAMP JAB authorized. The continuous monitoring provided must comply with the NIST Special Publication 800-137 framework and Department of Homeland Security (DHS) guidance.

a) Standard: The Contractor shall provide cloud services with the requisite security, confidentiality, integrity, availability, and privacy levels and controls that are compliant with A-D of this section.

AQL: Zero Deviation5.1.5.2 Authority to Operate

Within the 9 months following the contract start date, the Contractor shall provide the documentation required for HUDx to achieve an Authority to Operate (ATO), in compliance with HUD Handbook 2400.25 Rev. 5.0. The Contractor shall develop the required security documentation and supporting evidence requests as part of the security assessment conducted by HUD’s Office of IT Security (OITS) and provide evidence of control implementation. The Contractor shall create and upload the security & privacy documentation listed in Attachment 1 - RMF Checklist v1.3, February 2022. This documentation includes:

Contingency Plan

Business Impact Analysis (BIA)

Security Controls: Implementation Status, Implementation Statement, Applicability (e.g., inheritance)

Disaster Recovery Plan

Vulnerability Scan Request

Memorandum of Understanding/Agreement (MOU/As)/ Interconnection Security

Agreement (ISA) / Service Level Agreements (SLA) / Interface Control Documents (ICD)

Risk Assessment documentation

System Security Plan (SSP)

Designation Letter

HUD Form 67 Records Series Inventory Worksheet after identifying unscheduled record series

FIPS-199 Workbook in the case of data categorization changes

Privacy Impact Assessment (PIA)

System of Records Notice (SORN)

Configuration Management Plan (CMP)

Standard Operating Procedures (SOP)

Minor Application Form

User and Administrative Manuals

Narratives

User Accounts and Rules of Behavior

Plan of Action and Milestones (POA&Ms) in CSAM

Risk Based Decisions

Information System Component Inventory per Systems Component Inventory

Management Procedures and CM-8 requirements

The RMF Checklist, v1.3, February 2022 is included as Appendix 1 in this PWS.

Once an ATO is achieved, the Contractor shall comply with HUD continuous monitoring requirements.

a) Standard: The Contractor shall develop the required security documentation and supporting evidence requests as part of the security assessment conducted by HUD’s Office of IT Security (OITS) and provide evidence of control implementation, within the 9 months of the contract start date.

AQL: Zero deviation, unless additional time is approved by the government in writing in advance.

b) Standard: The Contractor shall create and upload the security & privacy documentation listed in the RMF Checklist v1.3, February 2022.

AQL: Zero Deviation

c) Standard: The Contractor shall comply with HUD continuous monitoring requirements on an ongoing basis, but not less often than annually.

A004 RMF Checklist v1.3 documentation

5.1.5.3 Security review

Prior to HUD’s operational readiness testing, the Contractor shall provide (for Government review and acceptance) the complete set of Security Assessment and Authorization artifacts, as required by FISMA for the information system having a Moderate security categorization. These deliverables are required to support system certification and HUD authority to operate.

a) Standard: The Contractor shall provide the complete set of Security Assessment and Authorization artifacts as required by FISMA for the information system having a moderate security categorization, prior to HUD’s operational readiness testing, within nine months of contract start date.

AQL: Zero deviation, unless additional time is approved by the government in writing in advance.

b) Standard: The Contractor shall deliver the Security Assessment and Authorization artifacts no less frequently than annually.

AQL: Zero deviation

A005 Security Assessment and Authorization Artifacts

5.1.6 Incident response

The Contractor shall have, and deliver annually, an incident response plan to address security or privacy breaches, data loss, and unauthorized access to data. Such plan shall comply with FISMA, the Trusted Internet Connection (TIC) initiative, ISO 27001, and NIST standards. The Contractor shall adhere to the U.S. Computer Emergency Readiness Team (US-CERT) guidance on incident response and threat notifications.

Performance Standards

a) Standard: The Contractor shall deliver an incident response plan annually

AQL: Zero Deviation

A006 Incident Response Plan

5.1.7 Systems improvement and maintenance

The Contractor shall ensure website, systems, and tools remain operational by updating systems and software releases on an ongoing basis. HUD may also request that the Contractor perform systems maintenance on an ad hoc basis.

The Contractor shall scan for and resolve bugs, system glitches, and other functionality issues that impact HUD Exchange and its components on a routine basis, no less frequently than monthly. The Contractor shall deliver a log resulting from systems scans monthly. The Contractor shall resolve known issues within a mutually agreeable time approved by the government.

Performance Standards

a) Standard: The Contractor shall deliver a log resulting from systems scans monthly.

AQL: Zero Deviation

A007 System Maintenance Log

5.1.8 Technical support

The Contractor shall provide technical support to HUD Exchange users. Technical support includes, but is not limited to:

a) Assisting users with access (e.g., password resets for restricted areas of the website)

b) Troubleshooting tools, resources, e-learning modules that are not working for users

c) Providing web support during live online training

d) Assisting users with registration for courses or setting up an e-learning account

e) Other technical and system related issues

The Contractor shall acknowledge requests for technical support within thirty minutes, address requests within two hours, and resolve any outstanding requests within 48 hours, unless the

COR approves a longer timeframe.

a) Standard: The Contractor shall acknowledge requests for technical support within 30 minutes, address requests for technical support within two hours, and resolve any outstanding requests within a mutually agreeable timeframe approved by the government.

5.1.9 Domains

The Contractor shall secure domains at www.hudexchange.gov.

http://www.hudexchange.gov/

For a twelve-month period, the Contractor shall provide for specific addresses at the legacy domain, www.hudexchange.info, to redirect to the appropriate destination at the new domain, www.hudexchange.gov.

The Contractor shall secure the license and authority for control of www.hudexchange.info for the entirety of the contract period.

Performance Standards

a) Standard: The Contractor shall secure the domain www.hudexchange.gov within14 calendar days from contract start date.

AQL: Zero deviation unless otherwise approved by the Government.

b. Standard: For a twelve-month period, the Contractor shall provide for specific addresses at the legacy domain, www.hudexchange.info, to redirect to the appropriate destination at the new domain, www.hudexchange.gov.

AQL: Zero deviation

c. Standard: The Contractor shall secure the license and authority for control of www.hudexchange.info for the entirety of the contract period to redirect to the appropriate destination at the new domain, www.hudexchange.gov.

A008 Evidence of ownership of www.hudexchange.info

A009 Evidence of address redirect from old domain to new/current domain

5.1.10 Documentation of procedures

The Contractor shall develop a draft administrative policies and procedures manual for HUD Exchange within 5 months of the contract start date, a final manual within 6 months of the contract start date, and update it annually.

Performance Standards

a) Standard: The Contractor shall provide HUD with a draft administrative policies and procedures manual for HUD Exchange within 5months from the contract start date

b. Standard: The Contractor shall provide HUD with an administrative policies and procedures manual for HUD Exchange within 6 months from the contract start date.

http://www.hudexchange.info/ http://www.hudexchange.info/ http://www.hudexchange.gov/ http://www.hudexchange.info/ http://www.hudexchange.gov/ http://www.hudexchange.info/

c. Standard: The Contractor shall provide HUD with an updated administrative policies and procedures manual for HUD Exchange within 30 days after the exercise of each option period.

A010 Administrative policies and procedures manual for HUD Exchange

5.2 Website operations

The Contractor shall be responsible for managing all HUD Exchange website operations.

5.2.1 Content management

The Contractor shall be responsible for managing all website content, including content updates and revisions, and ensuring published content meets established guidelines.

5.2.1.1 Content management software

The Contractor shall use federally-tested, open-source content management software with flexible templates which allow HUD offices to initiate content and design updates, while preserving a cohesive and consistent aesthetic across HUDx.

Performance Standards

a) Standard: The Contractor shall use federally tested, open-source content management software with flexible templates which allow HUD offices to initiate content and design updates, while preserving a cohesive and consistent aesthetic across HUDx.

AQL: Zero Deviation

A011 Content management software and all log-in information

5.2.1.2 Content migration

In coordination with the Incumbent Service Provider and HUD, the Contractor shall develop a plan for migrating the current website content from the Incumbent Service Provider’s environment to the Contractor’s environment.

The Contractor shall submit the plan to HUD within 14 calendar days of the contract start date.

The plan shall include a process to ensure a secure and successful migration of content, timelines for viewing the content in the Contractor’s test environment, and a process for archiving outdated or discontinued content as determined by the government.

HUD will determine which content shall be archived to the Contractor’s server. The archive shall not become part of the published website and shall not be included in site searches. Archived content shall only be accessible by specific request of the government.

Performance Standards

a) Standard: The Contractor shall provide a detailed content migration plan within 14 calendar days from contract award.

AQL: Zero deviation

b) Standard: Government approval of archived content.

AQL: Zero Deviation

c) Standard: The Contractor shall not allow archived data to become part of the published website and ensure it is not included in site searches.

AQL: Zero Deviation

d) Standard: The Contractor shall allow archived content to be accessible to the government.

A012 Transition Plan

A013 Archived content

5.2.1.3 Content design style guide

The Contractor shall create a HUDx web design style guide. The objective of the web design style guide is to preserve a cohesive aesthetic across HUDx while allowing for multiple content design templates and options.

The Contractor shall utilize the web design style guide when adding or updating web content, web templates and web pages. Any requests for deviation from the style guide must be approved in writing by HUD.

a) Standard: The Contractor shall provide a web design style guide for government approval within 90 calendar days of the contract start date.

AQL: Zero deviation unless approved by the Government in writing.

b) Standard: The Contractor shall utilize the design style guide when updating existing or new webpages.

AQL: Zero Deviation unless approved by the Government in writing.

A014 Design style guide

5.2.1.4 Content management plan

The Contractor shall create a plan for managing the receipt, review, publication and organization of web content.

The plan shall include, at a minimum, the following items:

1) A process and protocols for HUD and TA providers to submit content updates electronically and revise webpage templates independently;

2) A mechanism for restricting user access to specific content;

3) A framework for categorizing content; and

4) A process for archiving content.

a) Standard: Government approval of a content management plan within 90 calendar days from the contract start date.

AQL: Zero deviation unless otherwise approved by the Government.

b) Standard: The Contractor shall implement the content management plan within 10 calendar days of government approval of the plan.

AQL: Zero deviation unless otherwise approved by the Government.

c) Standard: Government approval of the content management plan upon any revisions.

A015 Content management plan

5.2.1.5 Content publication procedures

The Contractor shall ensure all content updates include necessary changes to website system maps, menus, links, and breadcrumbs.

The Contractor shall develop webpages for new or updated content.

Prior to publishing new and updated content, the Contractor shall ensure content complies with

Section 508 of the Americans With Disabilities Act as amended (see www.508.gov).

Prior to publishing new and updated content, the Contractor shall ensure that:

a) All content summaries or synopses are free of grammatical and spelling errors;

b) All graphics and images are displayed accurately and in the appropriate resolution;

c) Any content developed with HUD technical assistance funding includes the appropriate disclaimer as provided by HUD; and http://www.508.gov/

d) The source of any embedded or linked external content is clearly identifiable.

a) Standard: The Contractor shall ensure all content updates include necessary changes to website system maps, menus, links, and breadcrumbs.

AQL: Zero Deviation unless approved by the Government in writing.

b) Standard: The Contractor shall develop webpages for new or updated content as directed by

HUD.

AQL: Zero Deviation unless approved by the Government in writing.

c) Standard: Prior to publishing new and updated content the Contractor shall ensure content complies with Section 508 of the Americans With Disabilities Act as amended (see www.508.gov).

d) Standard: Prior to publishing new and updated content the Contractor shall ensure that:

a) All content summaries or synopses are free of grammatical and spelling errors;

b) All graphics and images are displayed accurately and in the appropriate resolution;

c) Any content developed with HUD technical assistance funding includes the appropriate disclaimer as provided by HUD; and

d) The source of any embedded or linked external content is clearly identifiable.

AQL: Zero Deviation

Deliverables

A016 New Webpage Content

A017 Updated Webpage Content

5.2.1.6 Content publication timelines

The Contractor shall publish content on a routine basis, not to exceed 7 calendar days from the receipt of request from HUD. Content updates that require the Contractor to create a new webpage shall be published within 14 calendar days of receipt of request from HUD. In time-sensitive circumstances, the Contractor shall implement content updates within one business day of the request from HUD. Time-sensitive updates will be approved by the COR. Time sensitive updates are not expected to exceed one request per week.

Performance Standards

a) Standard: Content updates to existing webpages shall not exceed 7 calendar days from receipt of request from the government.

AQL: Zero deviation unless otherwise approved in writing by the government. Requests for additional time must be submitted in writing 3 business days before the deliverable due date http://www.508.gov/

b) Standard: Content updates to new webpages shall not exceed 14 calendar days from receipt of request from the government.

AQL: Zero deviation unless otherwise approved in writing by the government. Requests for additional time must be submitted in writing 3 business days before the deliverable due date

c) Standard: Time sensitive updates are posted within one business day.

5.2.1.7 Content maintenance

The Contractor shall notify HUD of malfunctioning content, such as broken links. If a content issue does not require government direction to resolve, the Contractor shall resolve known issues within 2 business days of identification. The Contractor shall resolve all other issues within a mutually agreeable timeframe that is approved by the government.

Performance Standards

a) Standard: Resolution of issues that do not require government direction within 3 business days of identification.

AQL: Zero deviation unless otherwise approved by the government.

b) Standard: Resolution of all issues by a mutually agreed timeframe.

5.2.1.8 Content utilization

The Contractor shall provide HUD with content utilization analytics monthly, consistent with the key performance indicators described in Section 5.5, The Contractor shall recommend changes to content layout and organization that could increase content utilization.

Analytics should include assessments of utilization by user location (e.g., state or region), content type, program area, keyword tags, and any other indicators that could help inform

HUD’s ability to effectively deliver technical assistance.

Performance Standards

a) Standard: The Contractor shall provide utilization analytics described above once per month beginning with the first month following the transition in period.

AQL: Zero deviation unless otherwise approved by the Government in writing

A018 Utilization analytics

5.2.2 Integrated web applications

The Contractor shall manage the operations and performance of all HUDx integrated website applications and tools, including the Learning Management System, Ask A Question helpdesk, TA Request tool, and Income Calculator. The Contractor shall include all HUDx integrated web applications in the scope of the Security Assessment and Authorization (SA&A) effort as described in Section 5.1.

Performance Standards

a) Standard: The Contractor shall include all integrated web applications and in the scope of the Security Assessment and Authorization (SA&A) effort as described in Section 5.1.

5.2.2.1 Learning Management System

The LMS is a centralized vehicle for delivering multiple types of training, with the objective of improving users’ programmatic and operational expertise. HUD is currently developing a new LMS for HUDx. The Contractor shall maintain the LMS as delivered at transition and secure approval from HUD prior to making any changes to software or functionality. At a minimum, the Contractor shall maintain the functionality of the LMS as delivered at transition.

Performance Standards

a) Standard: The Contractor shall maintain the LMS as delivered at transition and secure approval from HUD prior to making any changes to software or functionality. At a minimum, the Contractor shall maintain the functionality of the LMS as delivered at transition

5.2.2.1.1 LMS training content and delivery

The Contractor shall ensure that the LMS facilitates training delivery across a variety of modes, including:

o remote live training delivery to large and small groups, o on-demand self-paced training, o Sharable Content Object Reference Model (SCORM) integrations, and o structured self-paced learning pathways that guide consumption of a full curriculum and track status throughout.

The Contractor shall ensure that live training events allow users to participate in live chat.

The Contractor shall ensure live training events can be recorded for future viewing and shall retain such recordings on the website or in the website archive until directed otherwise by the government.

The Contractor shall ensure that the LMS supports content creation and training delivery by TA providers and allows HUD program areas to customize the design and branding for training content associated with their programs.

a) Standard: The Contractor shall ensure that the LMS facilitates training delivery across a variety of modes, including:

o remote live training delivery to large and small groups, o on-demand self-paced training, o Sharable Content Object Reference Model (SCORM) integrations, and o structured self-paced learning pathways that guide consumption of a full curriculum and track status throughout.

b) The Contractor shall ensure that live training events allow users to participate in live chat.

c) The Contractor shall ensure live training events can be recorded for future viewing and shall retain such recordings on the website or in the website archive until directed otherwise by the government.

d) The Contractor shall ensure that the LMS supports content creation and training delivery by

TA providers and allows HUD program areas to customize the design and branding for training content associated with their programs.

AQL: Zero deviation

5.2.2.1.2 Training Calendar and Registration

The Contractor shall manage a comprehensive calendar, registration, and waitlist system for the learning management system. HUD or third-party TA providers will establish events and provide event details to the Contractor. Users also must be able to find training opportunities via the HUDx search function.

The Contractor shall ensure users can register for events in accordance with event details using the LMS. The Contractor shall provide registration reports to event organizers within one business day of the request.

Training organizers must be able to complete real-time assessments of registration and schedule automated notifications to groups of users, such as users who have not registered for assigned training, users who have registered for training, and users who have completed assigned training.

Performance Standards

a) Standard: The Contractor shall update the training calendar within two business days of receiving the event details.

b) Standard: The Contractor shall provide registration reports to event organizers on request within two business days.

AQL: Zero deviation

Deliverables

A019 Training Calendar

A020 Registration and notification functionality

5.2.2.1.3 Personalized learning accounts

The Contractor shall ensure that LMS users can track their individual training registrations and completions. Users must be able to customize their homepage view, subscribe to content feeds of their choosing, and control the privacy of their profile information.

Performance Standards

Standard: The Contractor shall ensure that users can track their individual training registrations and completions, customize homepage view, subscribe to content feeds of their choosing, and control the privacy of their profile information.

AQL: Zero Deviation, unless otherwise approved by the Government

5.2.2.1.4 Peer cohorts

The Contractor shall ensure that the LMS facilitates peer discussion and allow formation of peer cohorts, which allow for assignment of customized training opportunities and closed discussion forums that encourage peer exchange, including both discussion and content-sharing.

The Contractor shall work with HUD to enforce the community guidelines for peer exchange discussion boards, and ensure users acknowledge the guidelines prior to participating. HUD will task TA providers with facilitating peer cohorts and moderating peer discussion through LMS.

Performance Standards

Standard: The Contractor shall ensure that the LMS facilitates peer discussion and allow formation of peer cohorts, which allow for assignment of customized training opportunities and closed discussion forums that encourage peer exchange, including both discussion and content-sharing.

AQL: Zero Deviation, unless otherwise approved by the Government

Standard: The Contractor shall work with HUD to enforce the community guidelines for peer exchange discussion boards, and ensure users acknowledge the guidelines prior to participating.

AQL: Zero Deviation, unless otherwise approved by the Government

5.2.2.1.5 Training surveys and assessments

The Contractor shall ensure that the LMS has the functionality for training organizers to assess knowledge gain, such as integrated pre-tests and post-tests, and for assessing the quality of training, such as participant surveys.

The LMS must provide for HUD to review summaries of training progress and knowledge gain across defined user groups and to customize downloadable reports from a real-time dashboard.

a) Standard: The Contractor shall ensure that:

training organizers can provide pre-tests and post-tests;

users can complete post-training surveys; and the LMS has a dashboard for training organizers and HUD POCs to review the results of tests and surveys among defined user groups and to download data and reports.

AQL: Zero deviation, unless otherwise approved by the Government

5.2.2.1.6 Training completion and certification

The Contractor shall provide for users who complete live training events, self-paced training, or view recorded live-training events to be credited for completion of the training. The Contractor shall ensure user profiles present accurate records of training completion

The LMS must provide for users to earn badges and certifications and generate transcripts of their training completion. The LMS must provide for users or groups of users to compete for recognition on a leaderboard.

a) Standard: The Contractor shall ensure that users are credited for completed trainings and can view them in their profiles.

AQL: Zero deviation

b) Standard: The Contractor shall ensure that:

o LMS users can generate transcripts of completed training.

o LMS training organizers or HUD POCs can establish requirements for virtual badges or certifications.

o the LMS allows HUD to establish and remove leaderboards to measure user activity and competency.

AQL: Zero deviation, unless otherwise approved by the Government

A021 Monthly report on training starts and completion by training type, for the report period and

YTD

5.2.2.1.7 Training Dashboard

The LMS must provide a dashboard for training organizers and HUD POCs to review the results of tests and surveys among defined user groups and download data and reports. The LMS must allow HUD to review summaries of training progress and knowledge gain across defined user groups and to customize downloadable reports from a real-time dashboard.

Performance Standards

a) Standard: The Contractor shall ensure that the LMS training dashboard allows training organizers and HUD POCs to review the results of tests and surveys among defined user groups and to download data and reports.

AQL: Zero deviation

b) Standard: The Contractor shall ensure that the LMS training dashboard allows HUD to review summaries of training progress and knowledge gain across defined user groups and to customize downloadable reports from a real-time dashboard.

AQL: Zero deviation

A022 Training Dashboard

5.2.2.2 Ask A Question Helpdesks

HUDx includes a tool called the Ask A Question Helpdesk for users to submit questions about HUD programs and systems and receive a timely response. The Contractor shall ensure that users receive an immediate automated response acknowledging receipt of their question. The Contractor shall ensure that designated HUD staff and TA providers have access to the Ask A Question tool to respond to users questions. The Contractor shall not be responsible for answering questions other than providing acknowledgment that the question was received. The Contractor shall remove or add question pools from the Helpdesk as requested by the Government.

Performance Standards

a) Standard: The Contractor shall facilitate access to Helpdesk question pools for designated TA provider staff.

AQL: Zero deviation

b) Standard: The Contractor shall ensure the system automated acknowledgment to the question within a minute and the response is emailed directly to the submitting user.

AQL: Zero deviation unless otherwise approved by the Government.

c) Standard: The Contractor shall remove or add Helpdesk question pools within 10 calendar days following the request by the Government.

AQL: Zero deviation unless otherwise approved by the Government.

A023 Log-in credentials for Ask A Question Helpdesk

5.2.2.3 Technical Assistance Request tool

Users can submit requests for technical assistance via a tool on HUDx. The Contractor shall ensure users receive an automated response acknowledging receipt of their TA request after it has been submitted. The Contractor shall ensure that HUD staff can view direct technical assistance requests once they are entered into the tool.

Currently, data that is entered in the TA request tool is manually synced with HUD’s Disaster Recovery Grant Reporting (DRGR) database.

Performance Standards

a) Standard: The Contractor shall ensure that users receive an automated response within 2 hours acknowledging receipt of their request for technical assistance.

AQL: Zero deviation

b) Standard: The Contractor shall ensure that credentialed HUD users can view direct TA requests once they are entered into the tool.

AQL: Zero deviation

c. Standard: The Contractor shall ensure that the TA request tool delivers TA requests to HUD’s Disaster Recovery Grant Reporting system within one business day.

AQL: Zero deviation

5.2.2.4 Income Calculator

The Contractor shall maintain the functionality of the income calculator app and update it annually.

Performance Standards

a) Standard: The Contractor shall update the income calculator annually

AQL: Zero deviation

A024 Income Calculator

5.2.2.5 Third-party applications

The Contractor will ensure that HUDx can host third-party web applications. The Contractor shall not be responsible for non-security related updates to embedded or linked applications or applications developed by third parties hosted on HUD Exchange. In the event an application fails due to technical deficiency or deferred maintenance or poses a security risk as a result thereof, the Contractor shall notify HUD and temporarily remove the application from HUD Exchange within two business days.

Performance Standards

a) Standard: The Contractor shall notify HUD and temporarily remove the application from HUD Exchange within 2 business days when third party apps fail to work or pose a security risk.

5.2.2.6 User accounts

The Contractor shall manage the creation and maintenance of user accounts and permissions.

The Contractor shall ensure users are able to access all authorized site areas and site functionality and that all user activity and engagement with the site is logged.

Performance Standards

a) Standard: The Contractor shall manage the creation and maintenance of user accounts and permissions.

AQL: Zero deviation

b) Standard: The Contractor shall ensure users are able to access all authorized site areas, site functionality, and should be able to create an account.

AQL: Zero deviation

c) Standard: User accounts should be immediately activated upon user verification.

AQL: Zero deviation

d) Standard: The Contractor shall log all user activity and engagement with the site.

AQL: Zero deviation unless otherwise approved by the Government.

A025 User Accounts

5.3 Website improvements

One of HUD’s goals is to increase HUDx user engagement and satisfaction through website improvements. Website improvements will be informed by user feedback and industry research, thoroughly vetted and tested via wireframes and prototypes, and follow standards established in coordination with HUD. HUD has outlined objectives to guide the site improvement process.

5.3.1 Website improvement plan

The Contractor shall create a plan for website improvements that is based on user feedback and industry research and includes a schedule for making improvements. The Contractor shall gather user experience feedback from HUD staff, technical assistance providers, and TA customers quarterly. The Contractor shall routinely monitor industry trends for best practices that could improve the HUDx user experience.

To ensure compliance with the federal Paperwork Reduction Act, the Contractor shall work through HUD to gather user experience feedback from non-federal parties.

The Contractor shall summarize user input and industry trends and provide a written plan for site improvements, such as changes to style, layout, flow, functionality, and information architecture.

The Contractor shall update the plan quarterly with the status of ongoing improvements and recommendations for new improvements, including a proposed schedule for implementation and wireframe representations of the changes.

a) Standard: On a quarterly basis, the Contractor shall gather user experience feedback from HUD staff, technical assistance providers, and TA customers and monitor industry trends for best practices that could improve the HUDx user experience.

AQL: Zero deviation, unless approved by the government

b) Standard: The Contractor shall submit for Government approval a written website improvement plan within 120 calendar days of the contract start date, and quarterly thereafter.

AQL: Zero Deviation, unless approved by the government

d) Standard: The Contractor shall begin to implement the site improvement plan within 5 business days of government approval of the plan.

AQL: Zero deviation

A026 Written website improvement plan delivered quarterly

5.3.2 Website improvement process

5.3.2.1 Clickable prototype

The Contractor shall use approved wireframes to construct clickable prototypes for website improvements.

a) Standard: Government approval of prototypes prior to proceeding with website improvements.

AQL: Zero Deviation

A027 Clickable prototype of design changes.

5.3.2.2 Test environment & production release

The Contractor shall test approved prototypes in the test environment. The Contractor shall provide designated HUD staff access to the test environment at least seven calendar days prior to a production release.

Performance Standards

a) Standard: The Contractor shall ensure the development changes in the test environment are free from error prior to release.

AQL: Zero deviation

b) Standard: The Contractor shall provide access to the test environment for HUD staff at least seven calendar days prior to a production release.

AQL: Zero deviation

c) Standard: The Contractor shall secure Government approval of test environment prior to production release.

AQL: Zero deviation

d) Standard: The Contractor shall implement quarterly production releases according to the schedule in the written plan.

AQL: Two weeks. Requests for additional time must be submitted in writing 3 business days before the deliverable due date and are subject to government approval.

A028 Login credentials to a view-only version of the test environment.

5.3.3 Website improvement priorities

The Contractor shall improve the HUDx information architecture, the Learning Management System, and the HUDx search tool.

The Contractor shall redesign the HUDx information architecture based on user feedback.

HUD’s goal is for users to easily navigate the site to find resources. A primary metric for the improved information architecture will be the bounce rate, or the rate at which users leave the site without taking any action.

The Contractor shall enhance the functionality of the Learning Management System based on user feedback. A primary metric for improving the LMS will be training participation and peer cohort participation.

The Contractor shall improve the HUDx search tool so that it generates relevant and well-organized results. HUD will track search efficacy using a KPI dashboard (see Section C5.5). A primary metric for search efficacy will be search exit, or the share of searches that are abandoned without any selection of a search result.

a) Standard: The Contractor shall include the site improvement priorities in the written site improvement plan.

AQL: Zero deviation

b) Standard: The Contractor shall be responsible for a reduction in the bounce rate year over year. The baseline year is the base year of the contract.

AQL: The bounce rate does not exceed 60 percent in a quarterly measurement.

c) Standard: The Contractor shall be responsible for increase in training participation and peer cohort participation year after year. The baseline year is the base year of the contract.

AQL: No decrease in training participation and peer cohort participation in a quarterly measurement.

d) Standard: The Contractor shall be responsible for a reduction in search-exit year after year.

The baseline year is the base year of the contract.

AQL: The search exit rate does not exceed 25 percent in a quarterly measurement.

5.3.4 Standards for third-party development

The Contractor shall ensure that HUDx can accommodate development of webpages, learning pathways, mini-sites, web applications, and other types of web-based resources by third parties.

The Contractor shall create standards for third-party development.

Performance Standards

a) Standard: The Contractor shall submit standards for third party development for Government approval within 120 calendar days of the contract start date.

AQL: Zero deviation unless otherwise approved by the Government.

b) Standard: The Contractor shall submit standards for third party development for Government approval at least annually and upon any revisions.

A029 Written standards for third party development.

5.3.5 New technologies and products

On a routine basis, but no less frequently than quarterly, the Contractor shall recommend to HUD new technologies and products that may improve HUD Exchange operations, especially with regard to the user experience. The CO will approve or disapprove implementing such changes, including any associated costs.

Performance Standards

a) Standard: The Contractor shall recommend to HUD new technologies and products on a quarterly basis.

AQL: Zero Deviation unless approved by the government.

5.3.6 Enhanced accessibility

The Contractor shall ensure HUDx meets or exceeds the most recently published version of the Web Content Accessibility Guidelines (WCAG) 2.2 Level AA.

Performance Standards

a) Standard: The Contractor shall ensure HUDx meets or exceeds the most recently published version of the Web Content Accessibility Guidelines (WCAG) 2.2 Level AA within 18 months of the contract start date.

AQL: Zero deviation, unless otherwise approved by the Government in writing.

5.3.7 Mobile compatibility

The Contractor shall ensure that HUDx site improvements are compatible with all typical mobile devices, including smartphones and tablets running standard operating systems, such as Android and Apple iOs, etc.

Performance Standards

a) Standard: The Contractor shall ensure that HUDx site improvements are compatible with all typical mobile devices such as Android and Apple iOs, etc.

5.4 Marketing

5.4.1 Marketing plan

The Contractor shall create and execute a comprehensive marketing plan for HUD Exchange. In developing the marketing plan, the Contractor shall consider how other organizations advertise technical assistance resource and input from TA providers, HUD staff involved in TA, and HUD’s Office of Public Affairs.

The marketing plan shall include, at a minimum, listserv messages, blog posts, LinkedIn posts, and YouTube videos that promote HUD TA resources.

The plan will include a schedule for publishing routine listserv messages, blog posts, and LinkedIn posts.

a) Standard: The Contractor shall submit for Government approval a marketing plan within 90 calendar days from the contract start date.

AQL: Zero deviation unless otherwise approved by the Government in writing.

b) Standard: The Contractor shall implement the marketing plan within 10 calendar days of Government approval of the plan.

AQL: Zero deviation unless otherwise approved by the Government in writing.

c) Standard: The Contractor shall submit a revised marketing plan annually for Government approval. .

AQL: Zero deviation

A030 Marketing plan

5.4.2 Marketing strategies

5.4.2.1 Listserv messages

The Contractor shall create and send weekly listserv messages that advertise resources, tools, trainings, or other content on the website. The emails may describe new, updated, under-utilized or otherwise timely and relevant content.

The Contractor shall also send ad-hoc listserv messages at HUD’s request. The Contractor shall edit or assist with writing the listserv messages. HUD anticipates approximately 30 ad hoc listserv messages each month.

The Contractor shall maintain the listserv accounts by removing inactive or "bounce back” email addresses routinely, but not less frequently than biweekly.

The Contractor shall implement an efficient method for users to subscribe to relevant listservs and to remove their email addresses from listservs.

The Contractor shall create custom listservs based on user profiles or site engagement.

a) Standard: Government approval of listserv messages prior to sending.

b) Standard: The Contractor shall send listserv messages weekly.

AQL: Zero deviation unless approved in writing by the government.

c) Standard: Government approval of ad-hoc listserv messages prior to sending.

AQL: Zero deviation

d) Standard: The Contractor shall create and send ad-hoc messages within 1 business day of HUD’s requested send date.

AQL: Zero deviation, unless additional time is approved by the government.

e) Standard: The Contractor shall remove email addresses of inactive emails or bounce backs emails routinely but not less than biweekly..

AQL: Zero deviation, unless otherwise approved by the Government

f) Standard: The Contractor shall add or remove users from listservs within one business day of a request.

AQL: Zero deviation

g) Standard: Government approval of an efficient method for users to subscribe to relevant listservs and to remove their email addresses from listservs within 120 calendar days of the contract start date.

AQL: Zero deviation unless otherwise approved by the Government.

Deliverables

A031 Listserv messages

A032 Listserv subscriber email addresses

5.4.2.2 Blog and LinkedIn

The Contractor shall establish a blog at HUD Exchange to promote TA resources, opportunities, or achievements, and additional content created by HUD. The Contractor shall post at least one blog post weekly.

The Contractor shall publish time-sensitive blog posts on the same day as the request. Time-sensitive requests will be approved by the government. Time sensitive blog posts are not expected to exceed one per calendar month.

The Contractor shall establish a HUD Exchange LinkedIn account and cross-post HUDx blog content to Linked-In on a weekly basis.

a) Standard: The Contractor shall create a blog at HUD Exchange within 30 calendar days of

HUD approval of the marketing strategy.

AQL: Zero deviation unless otherwise approved by the Government.

b) Standard: Publication of one government-approved blog post weekly

AQL: Zero Deviation, unless otherwise approved by the Government in writing

c) Standard: Time sensitive blog posts are posted within one business day.

AQL: Zero deviation unless otherwise approved by the Government.

d) Standard: The Contractor shall establish a LinkedIn account and cross-post HUDx blog content to Linked-In on a weekly basis.

AQL: Zero Deviation, unless otherwise approved by the Government in writing

Deliverables

A033 Weekly blog posts

A034 Linked-In account credentials

5.4.2.3 YouTube channel

The Contractor shall maintain the HUD Exchange YouTube channel by uploading and removing videos at HUD’s request, and no less often than weekly.

The Contractor shall upload time sensitive videos on the same day as the request. Time-sensitive requests will be approved by the government. Time sensitive videos are not expected to exceed one per calendar week.

a) Standard: The Contractor shall upload and remove videos from the HUD Exchange YouTube channel on a weekly basis.

AQL: Zero deviation unless otherwise approved by the Government.

b) Standard: Time sensitive videos are posted within one business day.

AQL: Zero deviation unless otherwise approved by the Government.

5.4.3 Marketing analytics

The Contractor shall provide analytics of email listserv data and social…