Attachment 1 -Performance Work Statement.pdf

Federal Trade Commission

Attachment 1 –Performance Work Statement

Website Satisfaction Surveys

July 5, 2023

1 BACKGROUND

The Federal Trade Commission is the nation’s consumer protection agency. We stop unfair, deceptive, and fraudulent business practices by collecting consumer reports and conducting investigations, suing companies and people that break the law, developing rules to maintain a fair marketplace, and educating consumers and businesses about their rights and responsibilities.

As described in the FTC Strategic Plan, one of the agency’s objectives is to inform consumers about their rights and guide businesses to understand their responsibilities and comply with the law. A key performance measure for that objective is the rate of consumer satisfaction with FTC consumer education and transactional websites. We measure website customer satisfaction through an optional website survey visitors can submit after visiting certain FTC websites. We compare our customer satisfaction against other federal government websites and report those customer satisfaction scores as required by the Government Performance and Results Act (GPRA).

2 REQUIREMENTS

2.1 FEDRAMP CERTIFICATION

The Contractor must submit evidence that they have received Federal Risk and Authorization Management Program (FedRAMP) Authorization of Moderate that covers website customer satisfaction surveys.

2.2 CUSTOMER SATISFACTION AND FEEDBACK

2.2.1 Predictive Website Surveys

The Contractor shall give the FTC access to a system to field an online survey to get feedback from website visitors and evaluate their level of satisfaction with FTC websites.

The survey shall ask visitors a series of questions about their expectations and perceptions of quality and value. The survey shall be optimized as needed to ensure ease of use for mobile and desktop visitors.

Based on the survey data collected, the system shall generate customer satisfaction scores and identify potential areas of website enhancements that could impact customer satisfaction.

The system shall generate a benchmark customer satisfaction score for various industry segments, including government desktop and mobile websites. Within the FedRamp system, the FTC shall be able to compare its customer satisfaction scores against that of other segments.

The Contractor shall work with the FTC to design and deploy the surveys on three FTC websites:

consumer.ftc.gov, ftc.gov, and reportfraud.ftc.gov. The front end of the survey will be customizable so FTC staff can add design elements like logos and seals and customize the color.

The Contractor shall develop survey questions in collaboration with the FTC and coordinate with the FTC to submit the questions for OMB clearance.

2.2.2 Non-Predictive Feedback Tool

The system shall provide a feedback tool for the FTC to create short, opt-in, non-predictive feedback surveys. For example, the FTC might use a short feedback survey to ask visitors if they thought the content on a page was helpful. (See screenshot example below.)

2.3 ANALYTICS AND REPORTING

2.3.1 Online Analytics Platform

The system shall include a comprehensive online analytics platform that allows the FTC to analyze the data collected through survey responses. The analytics platform shall allow FTC stakeholders to

• access scores and user comments in an intuitive and graphical format

• view replies and segment and filter them by numerous stock parameters like question, response, date, device (mobile or desktop), and create custom tracking parameters based on certain conditions to be determined as needed

• View a combined customer satisfaction score for desktop and mobile responses, if necessary

• create and save custom reports

• export data to standard file formats (e.g., PDF, PowerPoint, Excel, CSV)

• identify website elements that give the most excellent opportunity to improve customer satisfaction.

The analytics dashboard shall be available online 24/7 and have a user interface that is easy to use.

2.3.2 Comment Clustering Tool

The system shall provide a tool that collects users’ open-ended comments and enables FTC staff to analyze those comments. The tool shall be available online 24/7 and have a user interface that is easy to use.

2.3.3 Monthly Data Analyst Reports

Every month, the Contractor shall present to FTC staff a summary of customer satisfaction scores, trends, and insights for each survey. As appropriate, the analysis shall be segmented by desktop and mobile users. FTC staff shall work with the Contractor to determine the specific scope.

2.3.4 Quarterly Data Analyst Reports

Every quarter, the Contractor shall present to FTC staff a summary of customer satisfaction scores, trends, and insights for each survey. As appropriate, the analysis shall be segmented by desktop and mobile users. FTC staff shall work with the Contractor to determine the specific scope.

2.4 IMPLEMENTATION TIMELINE AND TRANSITION PLAN

2.4.1 Implementation Timeline

The Contractor's proposal shall include an implementation timeline to set up the system and go live on FTC websites on October 19, 2023. The timeline must address critical milestones, including

• getting OMB approval for survey questions

• working with the FTC's Office of the Chief Information Officer (OCIO) to implement the FedRamp-certified system

• giving FTC staff access to the system and training them on its use

2.4.2 Transition Plan

The Contractor's proposal shall include a transition plan to import survey responses and associated data from the incumbent's system to their system. The information shall include

• questions for all active and inactive surveys and feedback tools

• respondents’ answers and all data associated with responses for fiscal years 2018, 2019, 2020, 2021, and 2022 and for the partial fiscal year 2023 (October 1, 2023, through August 18, 2023)

• settings and parameters for all custom dashboards/reports

• a list of FTC usernames and roles/permissions

The imported data must remain segmented for each survey (consumer.ftc.gov, ftc.gov, and reportfraud.ftc.gov) and cannot be combined.

FTC staff shall facilitate cooperation between the incumbent and the Contractor as needed.

2.5 TECHNICAL SPECIFICATION

1. Technical Specifications:

• The system should be web-based and accessible across different devices with an optimized user experience.

• The surveys and feedback tools should be designed using modern web technologies and compatible with major browsers.

• The system should be scalable to handle a large volume of survey responses and provide efficient data processing and storage capabilities.

• If necessary, the surveys should support multimedia elements, such as images and videos.

• The system should have robust APIs or integration options to connect with other FTC systems or databases for data exchange if required.

• Compatibility with standard data formats (e.g., CSV, XML) should be ensured for easy integration with other tools or reporting systems.

2. Integration Requirements:

• The system should integrate seamlessly with the FTC's websites (consumer.ftc.gov, ftc.gov, and reportfraud.ftc.gov) to deploy the surveys and collect user feedback.

• If applicable, integration with existing authentication and authorization systems should be considered to ensure secure access to the system for FTC staff.

• If there are any other existing FTC systems or tools (e.g., CRM systems, content management systems) that need to interact with the survey system, integration requirements, and protocols should be defined.

3. Data Security Measures:

• In line with Moderate FedRamp Certification

• The system should adhere to industry-standard security practices and protocols to ensure data confidentiality, integrity, and availability.

• Strong encryption methods should be used to protect sensitive user data both in transit and at rest.

• Access controls and user roles should be implemented to restrict system access based on the principle of least privilege.

• Regular security audits, vulnerability assessments, and penetration testing should be conducted to identify and address any security vulnerabilities.

• Compliance with relevant data protection regulations, such as GDPR (General Data

Protection Regulation) and CCPA (California Consumer Privacy Act), should be ensured.

4. Customization or Implementation Details:

• The system should provide options for FTC staff to customize the front end of the surveys, allowing them to add design elements, logos, and seals and customize colors to align with FTC branding guidelines.

• Customizable survey question templates or survey logic should be available to cater to the specific needs and requirements of different FTC websites or campaigns.

• The implementation should include a user-friendly administration interface for FTC staff to manage and configure surveys, feedback tools, and analytics parameters.

• The system should provide user-friendly interfaces for non-technical staff to easily create, deploy, and manage non-predictive feedback surveys without requiring extensive technical expertise.

3 TASK

3.1 Task One: Predictive Website Surveys:

The Contractor is required to implement a system that enables the FTC to conduct predictive website surveys to collect feedback from visitors to certain FTC websites. The surveys should include a series of questions aimed at gauging visitor satisfaction, expectations, and perceptions of quality and value.

The system should generate customer satisfaction scores and identify areas of improvement based on the collected survey data.

Desired Outcome:

• Implementation of a user-friendly predictive website survey system on consumer.ftc.gov, ftc.gov, and reportfraud.ftc.gov.

• Customizable front-end design elements to align with FTC branding.

• User-friendly mobile and desktop optimization for ease of use.

• Collection of feedback to generate customer satisfaction scores.

• Identification of potential areas for website enhancements to improve customer satisfaction.

• Benchmarking of customer satisfaction scores against federal government websites.

3.2 Task Two: Non-Predictive Feedback Tool:

The Contractor must provide the FTC with a non-predictive feedback tool that allows FTC staff to create short, optional, and non-predictive surveys. These surveys can be used to gather feedback on specific content or user experiences on FTC web pages. The tool should be flexible and customizable, allowing the FTC to easily create and manage feedback surveys.

Desired Outcome:

• Provision of a user-friendly non-predictive feedback tool.

• Creation of short and opt-in surveys to gather targeted feedback.

• Customizability to align with FTC requirements.

• Ease of use for FTC staff to create and manage surveys.

• Effective collection of feedback on specific content or user experiences.

• Integration of the feedback tool into the FTC websites.

3.3 Task Three: Online Analytics Platform:

The Contractor is required to develop and provide an online analytics platform for the FTC. The platform should allow FTC stakeholders to access survey responses and user comments in an intuitive and graphical format. It should provide various features such as segmenting and filtering responses, creating custom reports, generating combined customer satisfaction scores, and exporting data in standard file formats.

Desired Outcome:

• Provision of an online analytics platform with an intuitive user interface.

• Access to survey scores, user comments, and graphical representations of data.

• Ability to segment and filter responses based on various parameters.

• Generation of combined customer satisfaction scores for desktop and mobile.

• Creation and saving of custom reports based on FTC requirements.

• Exporting data in common file formats for further analysis.

3.4 Task Four: Comment Clustering Tool:

The Contractor must provide a comment clustering tool that collects open-ended comments from users and enables FTC staff to analyze those comments. The tool should be user-friendly and accessible 24/7, allowing FTC staff to gain insights from user feedback.

Desired Outcome:

• Provision of a user-friendly comment clustering tool.

• Collection of open-ended user comments for analysis.

• Accessibility of the tool 24/7 for FTC staff.

• Ease of use in analyzing and clustering user comments.

• Availability of insights to enhance website satisfaction.

3.5 Task Five: Monthly Data Analyst Reports:

The Contractor is required to deliver monthly data analyst reports to the FTC staff. These reports should summarize customer satisfaction scores, trends, and insights for each survey. The reports should be timely, require minimal corrections, and can be segmented by desktop and mobile users.

Desired Outcome:

• Timely delivery of monthly data analyst reports.

• Summarization of customer satisfaction scores, trends, and insights.

• Segmentation of reports by desktop and mobile users.

• Accurate and concise presentation of data.

• Identification of actionable insights for improving customer satisfaction.

• Minimal need for corrections or revisions.

3.6 Task Six: Quarterly Data Analyst Reports:

The Contractor is required to deliver quarterly data analyst reports to the FTC staff. Similar to the monthly reports, these reports should summarize customer satisfaction scores, trends, and insights for each survey. The reports should be on time, require minimal corrections, and can be segmented by desktop and mobile users.

Desired Outcome:

• Timely delivery of quarterly data analyst reports.

• Summarization of customer satisfaction scores, trends, and insights.

• Segmentation of reports by desktop and mobile users.

• Accurate and concise presentation of data.

• Identification of long-term trends and patterns.

• Provision of strategic insights for improving customer satisfaction.

• Minimal need for corrections or revisions.

4 PERIOD OF PERFORMANCE

The award will have a base year with four option years. The system is web-based. The place of performance shall be at the Contractor's site.

Year Start End Base Year September 19, 2023 September 18, 2024 Option Year 1 September 19, 2024 September 18, 2025 Option Year 2 September 19, 2025 September 18, 2026 Option Year 3 September 19, 2026 September 18, 2027 Option Year 4 September 19, 2027 September 18, 2028

5 CONTRACT DELIVERABLES AND PERFORMANCE REQUIREMENTS

5.1 DELIVERABLES SCHEDULE

Item Due

2.2.1 Predictive Website Surveys Live on FTC sites by October 19, 2023

2.2.2 Non-Predictive Feedback Tool Available to FTC by October 19, 2023

2.3.1 Online Analytics Platform Available to FTC by October 19, 2023

2.3.2 Comment Clustering Tool Available to FTC by October 19, 2023

2.3.3 Monthly Data Analyst Reports No, later than the 10th of each month

2.3.4 Quarterly Data Analyst Reports No, later than the 20th of each month

2.4.2 Transition Plan Client-approved transition plan: July 15, 2023

Transition plan complete: July 31, 2023

5.2 PERFORMANCE REQUIREMENTS SUMMARY

Item Standard Performance Threshold Method of Surveillance

2.2.1 Predictive Website

Surveys

Surveys will be live on FTC sites.

Surveys must be live and collecting data.

We will use the analytics platform to see if we are collecting responses through the surveys.

2.2.2 Non-Predictive

Feedback Tool

The tool will be available to FTC staff.

The tool must be available to FTC staff and fully functional.

We will access the tool to ensure that it’s working.

2.3.1 Online Analytics

Platform

The Analytics platform will be available to FTC staff.

The Analytics platform must be available to FTC staff and fully functional.

We will access the analytics platform to ensure that it’s working.

2.3.2 Comment

Clustering Tool

The tool will be available to FTC staff.

The tool must be available to FTC staff and fully functional.

We will access the tool to ensure that it’s working.

2.3.3 Monthly Data

Analyst Reports

The Contractor shall deliver a summary of customer satisfaction scores, trends, and insights for each survey.

The report will be on time and require minimal corrections.

We will review the deliverable.

2.3.4 Quarterly Data

Analyst Reports

The Contractor shall deliver a summary of customer satisfaction scores, trends, and insights for each survey.

The report will be on time and require minimal corrections.

We will review the deliverable.

2.4.2 Transition Plan The Contractor will

transition data from the incumbent’s system to

Data transferred as described in the scope.

FTC staff and the awardee's client support staff will test the data the new provider, as described in the scope.

transfer in the analytics portal of the awardee.

5.0 CONTRACT TYPE

The contract type is a firm fixed price.

6.0 PLACE OF PERFORMANCE

The Contractor's service will be made available to FTC staff online. The Contractor's support staff shall operate from their facilities. The Contractor must ensure that the online service is accessible to FTC staff from any location and meets all of the performance and security requirements outlined in this PWS. The Contractor's support staff must have suitable facilities and resources to perform their duties effectively and to meet the contract's requirements.

7.0 GOVERNMENT FURNISHED EQUIPMENT AND MATERIALS

If required, at the Government’s discretion, will provide only that property which is required to configure a suitable workstation, telephone, and office environment for assigned personnel. The telephones shall be used for work purposes only or for emergency calls. The Contractor’s employees shall keep workstations neat and tidy.

8.0 DEMONSTRATION OBJECTIVES

Prior to final selection and contract award, the prospective Contractor will be required to provide a demonstration of their proposed solution. The purpose of the demonstration is to assess the Contractor's capability to meet the requirements of the PWS, specifically focusing on the core elements such as the predictive website surveys, non-predictive feedback tool, online analytics platform, comment clustering tool, monthly and quarterly data analyst reports, and transition plan.

8.1.1 Demonstration Objectives

The Contractor should demonstrate the following:

• The functionality of the proposed system includes predictive website surveys, a non-predictive feedback tool, an online analytics platform, and a comment clustering tool.

• Ability to customize the front end of the survey as per FTC requirements.

• Capability to generate customer satisfaction scores and identify potential areas for website enhancement.

• How the system handles user comments and analyzes them for improving website satisfaction.

• Evidence of the analytics platform being intuitive and graphical, with capabilities to filter and segment responses, view combined customer satisfaction scores, create custom reports, and export data.

• Procedures for obtaining OMB approval of survey questions and working with FTC's Office of the Chief Information Officer (OCIO) to implement the FedRAMP-certified system.

8.1.2 Demonstration Scheduling

The Contractor must be prepared to schedule and conduct a demonstration within 30 days of the request. The FTC will provide the specific time and date of the demonstration.

8.1.3 Demonstration Setup and Execution

The Contractor is responsible for providing all necessary equipment and materials for the demonstration. The Contractor should provide FTC with a list of any required setup or resources necessary for the demonstration at least one week in advance. Depending on circumstances and FTC's preference, the demonstration may be held virtually or at an FTC location.

8.1.4 Demonstration Evaluation

The FTC will evaluate the demonstration to determine if the proposed solution meets the requirements of the PWS. The evaluation will include the Contractor's demonstrated understanding of the requirements, the functionality and adaptability of the proposed system, and the Contractor's ability to implement the solution within the specified timeline.

8.1.5 Post-Demonstration Follow-up

After the demonstration, the Contractor should be prepared to answer any follow-up questions from the FTC and to make any necessary revisions or improvements to their proposed solution.

9.0 CUSTOMER SUPPORT REQUIREMENTS

9.1 SUPPORT AVAILABILITY

The Contractor must provide customer support services on a 24/7/365 basis to address any technical or functional issues that arise with the system. This includes weekends, holidays, and non-business hours.

9.2 SUPPORT SCOPE

Customer support services shall include:

• Immediate response to system-related emergencies that impact the availability or operation of the surveys or the analytics platform.

• Response within a reasonable timeframe for non-emergency technical issues, inquiries, or problems.

• Proactive notification and resolution of system or software updates or changes that could impact the FTC's use of the system.

• Assistance with routine system usage questions or configuration issues.

9.3 SUPPORT ACCESSIBILITY

The FTC must have multiple means to access customer support, including but not limited to a dedicated support hotline, email, and a web-based ticketing system. It is required that these channels are manned by knowledgeable staff who can provide timely and effective help.

9.4 SUPPORT QUALITY

The Contractor must maintain a high level of customer service quality. This includes:

• Courteous and professional interactions.

• Clear and effective communication.

• Prompt resolution of issues.

• Adequate follow-up to ensure issues have been resolved to FTC's satisfaction.

9.5 SUPPORT EVALUATION

The FTC will periodically evaluate the quality of customer support the Contractor provides. Factors for evaluation will include response time, resolution time, quality of communication, and overall satisfaction with the support received.

The above section outlines the FTC's expectations for customer support from the Contractor. It establishes requirements for availability, scope, accessibility, and quality of support and sets the stage for regular evaluation of the Contractor's performance in this area.