ATTACHMENT_DRAFT 70B06C23R00000121_SOO_WCD Mobile App_CBP Wellness Program_20140073.docx

U.S. Customs and Border Protection

Statement of Objectives (SOO)

Workforce Care (WFC) Technology Mobile Application Immediate Office of the Executive Assistance Commissioner (EAC), Enterprise Services (ES), Workforce Care Directorate (WRD)

June 12, 2023

Department of Homeland Security U.S. Customs and Border Protection

Statement of Objectives (SOO) CBP Workforce Care Technology Mobile Application

1. BACKGROUND

CBP employees struggle to access mental health resources that are compatible and adapted for the operational nature of their jobs. CBP is committed to workforce health, wellness, and resilience. The agency has established the Workforce Care Directorate (WCD) as a new organization in the Enterprise Services (ES) office to establish and oversee an enterprise-wide wellness and resiliency program for over 62,000 employees and their families. CBP currently manages many programs and initiatives with varying levels of support to employees. CBP has a WCD requirement to address a growing demand for easy workforce/family access to mental health, wellness, and resiliency resources via a mobile application (i.e., via mobile phone, tablet, etc.).

Some of CBP’s current offerings and resources include Employee Assistance Program (EAP), Health and Wellness, Veteran Support, Financial Wellness, Domestic Violence Prevention, Substance Misuse and Abuse Prevention, and Wellness & Resilience Training. Selecting, configuring, and implementing a wellness mobile application allows workforce care to permeate the organization and CBP families and provide on-demand access to mental health resources, wellness offerings, and resiliency resources.

2. SCOPE

The workforce care (WFC) mobile application will provide easy access on both CBP work phones and personal phones to mental health content, as well as an enterprise resiliency dashboard for management’s awareness (e.g., trends, services used, etc.). The WFC mobile application will be available to CBP employees, their families, and in the future possibly CBP retirees. The mobile application technical requirements include the capability to provide 24/7/365 on-demand meditation, mental health and wellness content NS SMS-text-based tools providing regular check in with users. Links to mental health resources and CBP resources will also be available from the application in appropriate logical places via CBP.GOV web addresses (e.g., URLs) provided by the government to specific resources. The mobile application will also provide push check-in notifications (or similar functionality) to users based on past use of mobile content or decrease in application utilization and provide multiple application configuration options based on user preferences.

The mobile application must provide users with a private user experience that protects Personal Identity Information (PII) and limited user location/geographic data. The mobile application will collect anonymized employee sentiment data to provide dynamic insight into the changing state of resiliency and workforce needs.

The WFC application data at a non-user identifiable level will be exportable in an agreed upon format for unrestricted CBP use so that it may be integrated into CBP’s WCD leadership dashboard displaying the application’s collected performance and user data, including the collected employee sentiment data.

The WFC application will be available for download through the Apple Store and Google Play.

3. APPLICABLE DOCUMENTS/AUTHORITIES

The following laws and authorities established Federal agency responsibility for developing and maintaining prevention, intervention, and rehabilitation programs and services for Federal employees who have alcohol and/or other problems, and their family members. The Contractor shall comply with all Federal laws, regulations and policies governing Federal Employee Assistance Programs (EAPs).

i. PL 79-658 authorizes the establishment of health programs to promote and maintain the physical and mental fitness of federal employees.

1. Comptroller General of the U. S. Decision, B-270446, dated February 11, 1997, authorizes the use of operating appropriations to cover the cost of extending its psychological assessment and referral services to its employee’s family members in limited situations, expressly work-related incidents that arise from law enforcement activities or traumatic incidents involving death or serious injury to its employees in the line of duty.

6. Department of Homeland Security Appropriations Act, 2023

7. The Federal Acquisitions Regulations (FAR): http://www.acquisition.gov/FAR/

8. Federal Acquisition Regulations (FAR) Part 24, Protection of Privacy and Freedom of Information: https://www.acquisition.gov/dars/dars-part-24-protection-privacy-and-freedom-information

9. Homeland Security Acquisition Regulation (HSAR): http://www.dhs.gov/xlibrary/assets/opnbiz/cpo-acquistion-regulation-0606.pdf

10. Code of Federal Regulations (CFR): https://www.ecfr.gov/

11. Section 508 of the Rehabilitation Act of 1973

4. CORE OBJECTIVES

Describe, in detail, how your organization will deliver the following, to meet the unique needs of CBP’s workforce:

Objective 1 – Procurement of a Workforce Care Wellness and Resilience Mobile Application

The workforce care (WFC) mobile application will provide easy access to mental health content as well as an enterprise resiliency dashboard. The mobile application technical requirements include the capability to provide 24/7/365 on-demand meditation, mental health and wellness content NS SMS-text-based tools providing regular check ins with users. Links to mental health resources will also be available from the application. The mobile application will also provide push check-in notifications to users based on past use of mobile content or decrease in application utilization and provide multiple application configurations based on user preferences. The application must be focused on proactive and preventative resources/strategies. The application must be compatible across both iOS and Android platforms in phone, tablet, and web-based formats.

The mobile application must provide users with a private user experience that protects Personal Identity Information (PII) and limited user location/geographic data. Anonymity and HIPAA protection at the highest level are necessary to gain employee trust and Union approval. Reporting may be segmented (location (at least the state), uniformed/non-uniformed, management/staff, etc.) while ensuring privacy. The mobile application will also collect employee sentiment data to provide dynamic insight into changing state of resiliency and workforce needs.

WFC application will be available for download through the Apple Store and Google Play. The application must provide diagnostics or assessments and measures to evaluate the holistic well-being of the user in real-time.

The WFC application must be General Data Protection Regulation compliant, with reporting segmented by region, department, role (location, uniform/non-management staff).

The application should easily provide anonymous access to current CBP web-based wellness offerings, mental health resources, and resiliency resources.

Enabling location services should not be a requirement for use of the application.

All vendor use application codes for employee use must be non-attributional to CBP employees.

Other preferred features include:

· Data housed within the US, meeting necessary data security standards.

· Multi-lingual options (English required, and Spanish desired).

· No restrictions for age of use. Easy to use, intuitive user interface / experience.

· One-click link access to CBP’s EAP, the suicide prevention hotline phone number, and Veteran hotlines phone numbers.

· Ability to upload/refresh current agency/component resources, for example, Peer Support/Chaplain contacts.

· Prefer it not be survey-based.

· Layered self-care support.

· Enable self-assessments which guide employees to resources based on their answers.

· Provide an option to set up a peer/friend network for support.

· Sleep, nutrition, and physical fitness resource capability.

In addition to the work requirements specified in this SOO, the Contractor shall ensure that all Information and Communication Technology (ICT) deliverables meet the requirements of Section 508 of the Rehabilitation Act and the ICT Final Standards and Guidelines (508 Refresh) at 36 CFR Part 1194. As defined in the 508 Refresh, at 36 CFR Part 1194, Appendix A, E103.4, ICT is “Information technology and other equipment, systems, technologies, or processes, for which the principal function is the creation, manipulation, storage, display, receipt, or transmission of electronic data and information, as well as any associated content. Examples of ICT include, but are not limited to: computers and peripheral equipment; information kiosks and transaction machines; telecommunications equipment; customer premises equipment; multifunction office machines; software; applications; Web sites; videos; and, electronic documents.” Section 508 requires that all electronic products prepared for the Federal Government be accessible to persons with disabilities, including those with vision, hearing, cognitive, and mobility impairments.

Objective 2 – Data Collection

The WFC application data will be integrated into a leadership dashboard displaying application’s collected performance and user data.

Preferred data collection and display features include, but are not limited to:

· Ability to filter resources based on geographic area and organization (e.g., U.S. Border Patrol (USBP) Sectors, Office of Field Operations (OFO) Field Office, etc.).

· Given CBP has multiple ways to define its offices differently geographically, the App should have the capability to customize location reporting and dashboarding to each component. USBP = Sectors, OFO = Field Office, AMO - Air and Marine Branches, etc.

· Facilitate the Leadership/Resiliency Team dashboarding capability.

· Must be able to collect and aggregate data for usage and subject matter to assess what types of events/topics are fueling employee engagement and to identify trends.

· Provide an algorithmic gauge to assess resiliency of team members and to assist with burnout.

· Possibly based on incident response where the algorithm would score team members based on their workload and provide the individual with an alert/advisory to advise them to take a break. In the dashboard, this would be tracked at an aggregate level to enable management to assess for trends and/or spikes of these types of incidents.

5. DELIVERABLES AND DELIVERY SCHEDULE

All deliverables are to be delivered to the COR.

6. SPECIAL REQUIREMENTS

6.1 Kickoff Meeting

A kickoff meeting shall be held within five (5) days of contract award using MS Teams with key members of the contractor’s staff who will be assigned major responsibility for carrying out the tasks of the contract meeting with the Contracting Officer, Contracting Officer Representative (COR) and other interested government personnel within CBP. The kickoff meeting will introduce the project management team and review the project plan with CBP COR and other designated CBP personnel. This meeting will ensure the Contractor and the Government have a common understanding; in addition, they will discuss the project’s objective’s, plan course of action, milestones and deliverables, and resolve any differences between the CBP requirements and the Contractor’s approach.

6.2 Deployment and Accessibility of the Wellness Mobile Application

Deployment and accessibility of the Wellness Mobile Application shall take place within 15 days of contract award and on a recurring basis thereafter per the POP.

6.3 Monthly Reports on Subscriptions and User Metrics

Subscriptions data and User Metrics will be provided to the Government on a monthly basis.

6.4 WCF Dashboard Inputs

6.5 Instructions for User Sign-up/Subscription

Vendor shall provide the Government with instructions for the mobile application sign-up and subscriptions within 15 days of contract award.

7. GOVERNMENT-FURNISHED EQUIPMENT AND INFORMATION

7.1 Government Furnished Equipment (GFE)

The Government does not anticipate providing any Government Furnished Equipment (GFE) under this award.

7.2 Government Furnished Information (GFI)

The Government does not anticipate providing any Government Furnished Information (GFI) under this award.

8. PLACE OF PERFORMANCE

TBD

9. GENERAL INFORMATION

10.1 Disclosure of Information

10..1.1 Any information made available to the Contractor by the Government, or its customers shall be used only for the purpose of carrying out the provisions of this contract. This information shall not be divulged or made known in any manner to any persons except as may be necessary in the performance of the contract. All contractor personnel working on this contract will be required to sign Non-Disclosure Agreements (NDAs).

10.1.2 The Contractor shall adhere to the requirements found in Part 24 of the Federal Acquisition Regulation. Protection of Privacy and Freedom of Information.

10.2. Points of Contact (POC)

All contract questions and concerns shall be directed to the COR as designated below. All changes must be submitted to the COR and then authorized by the Contracting Officer.

Name: Shaun Saad Contracting Officer (CO) Phone: 202-689-7214 Email: Shaungalen.saad@cbp.dhs.gov

10. SPECIAL CONSIDERATIONS

11.1 Inspection and Acceptance

Contractors Wellness and Resilience mobile application shall be subject to inspection by the Government prior to acceptance. The inspection by the Government shall be made by the Contracting Officer Representative (COR). All inspections by the Government shall be made in such a manner as not to unnecessarily delay the Contractor’s work. The COR will be responsible for inspection of the Contractor’s performance. The Government reserves the right to reject any deliverable based on defects with respect to completeness, correctness, clarity, and consistencies. In the event of a rejection of any deliverable, the Contracting Officer will notify the contractor in writing after receipt of the deliverable of any deficiencies to be corrected. The contractor shall have five (5) business days to correct the deficiencies.

· Accuracy - all deliverables shall be accurate in presentation, content, and shall adhere to the guidelines set forth in this document. All documentation presented to the Government shall be complete, correct, clear, and consistent.

· Clarity - deliverables shall be clear and concise.

· Compliance – with all technical requirements in this solicitation

· Timeliness - deliverables shall be submitted on or before the due date specified in the SOW or submitted in accordance with a later scheduled date mutually agreed upon by the Government and contractor. A deliverable is considered timely if submitted on or before the date specified in the SOW and, if the Government provides any written notification of deficiencies, the contractor corrects the deficiencies within five (5) business days.

11.2 Changes to the SOW

No changes to the resulting SOW or price increases shall be incurred without written prior approval of the Contracting Officer as coordinated by the COR. Any changes or price increases will not take effect until the Contracting Officer executes a written modification.

11.3 Privacy

Records collected and maintained by the contractor are not collected to accomplish an agency function. The vendor is not considered a “government contractor” pursuant to the Privacy Act of 1974, 5 U.S.C. § 552a(m) as the vendor is not operating a system of records to accomplish an agency function.

The contractor shall ensure that all policies and procedures are in compliance with both Federal and State laws and regulations and assure the confidentiality of client contact with the contractor. Any and all information obtained from any employee, family member, or retiree shall be kept in a confidential manner. The contractor shall follow federal records management standards and timeframes based on record type.

The confidentiality of all CBP clients shall be maintained. Information may not be disclosed to any person or organization without the written consent of the client or court order requiring the disclosure.

11.4 Professional Liability Insurance

The contractor must carry and maintain malpractice/liability insurance of at least five (5) million dollars.

11.5 Non-Disclosure Agreements (NDA)

All Contractor personnel performing work under the terms of this contract shall complete and sign DHS Form 1100-6, Non-Disclosure Agreement. The Contractor shall provide the completed form to the COR via email before a Contract employee has access to any information, materials, or documents pertaining to the Contract.

12. UNIQUE STANDARDS

Personal Identifiable Information (PII)

CBP understands that sensitive PII data will be stored in the contractor’s system(s) with the consent of clients and not in a federal information system. The contractor, when handling, storing, and/or transmitting Sensitive PII data, must ensure information security measures (including any encryption requirements) in place are at the same level or greater than federal information system standards.

PII collected and stored as part of this contract is not done on behalf of CBP. The vendor is not considered a “government contractor” pursuant to the Privacy Act of 1974, 5 U.S.C. § 552a(m) as the vendor is not operating a system of records to accomplish an agency function.

Deliverables for Government Mobile Phone Application:

Communication Materials:

The contractor shall provide communication materials (such as sample emails, posters, postcards, flyers, and other items), to facilitate the government agency’s staff in becoming aware of and engage in the use of the mobile phone application.

Training Materials:

The contractor shall provide training materials, such as user guides or videos, to facilitate the government agency's staff in effectively signing up/registering, using, and managing the mobile phone application.

Deployment Support:

The contractor shall provide assistance during the deployment of the mobile phone application, ensuring successful installation, configuration, and integration with the government agency's work phones.

Monthly Reporting Requirements:

Financial Report:

The contractor shall submit a monthly financial report that details the project expenditures, including costs incurred, billing breakdown, and any adjustments to the project budget.

Issue and Risk Report:

The contractor shall report monthly any identified issues, risks, or challenges that may impact the project's timeline, quality, or deliverables. This report should include mitigation strategies or proposed solutions.

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