CLIN 006 PWS.docx

INTEGRATED SERVICE CENTER CONTRACT

IT CUSTOMER TRAINING SUPPORT TASK ORDER

PERFORMANCE WORK STATEMENT

in support of

FEDERAL AVIATION ADMINISTRATION

OFFICE OF INFORMATION AND TECHNOLOGY

January 23, 2026

ISC Contract # 692M15-20-D-00004 Task Order # 692M15-25-F-00047

CLIN 006

U.S. DOT Federal Aviation Administration

U.S. DOT Federal Aviation Administration Table of Contents

692M15-20-D-00004- IT Customer Training Support Task Order PWS Page 12 Introduction The Federal Aviation Administration (FAA) Mission Focus Product Excellence (MFPE) Branch provides dynamic training solutions to meet the information technology (IT) learning needs of FAA employees. To this end, training support must be learner-centric, able to provide the right training content via the most appropriate delivery medium and ensure continuous training improvement through self-evaluation and self-analysis.

Background The total number of potential students within the FAA is approximately 45,000 employees utilizing a computer. MFPE provides training on the FAA’s IT-related software and services to employees located throughout the world. MFPE determines training products through training requests in the IT Service Management (ITSM) tool, training needs assessments, user surveys, and call-for-training programs. MFPE uses a variety of training tools such as Web conferencing (e.g., Microsoft (MS) Teams, Zoom), authorware development programs (e.g., Articulate Storyline 360 & Synthesia), job aids, training one-sheets, user manuals, online guides, live instructor-led training (ILT) classes, Informational Sessions (e.g. “Power Hour”), and video/multimedia components. Training is captured and tracked using an electronic Learning Management System (eLMS), which is a software application for the administration, documentation, tracking, reporting, and delivery of electronic educational technology (also called eLearning) courses or training programs.

Depending on the scope of students and requirements for a given training project, the type of training produced is governed by the training needs assessment and based on a logistics matrix (see below for a typical logistics matrix that is commonly used within the course development industry). Training specialists use the logistics matrix provided below to evaluate optimal delivery methods/products against the logistics information identified for a given project, then make recommendations of the appropriate solutions for the training needs. As an example, if Live Classes training is deemed the appropriate method to communicate a significant change to an IT application, but an assessment is required to confirm student understanding of the change, then Web-based training (WBT) Level 1 (L1) would be selected as the most appropriate solution.

on-site

X

0-100 remote

*Web-based Training Levels To effectively match training methods with learner needs, it's essential to understand the varying levels of Web-based Training (WBT). Each level offers different degrees of interactivity and complexity, tailored to engage learners and meet specific educational objectives. Below is a description of the various WBT levels:

L1 typically involves simple, linear content with minimal interactivity. Learners might encounter straightforward text, images, and possibly some audio or video components by clicking NEXT. While simple, this is a quick way to cover simple rules or procedures.

L2 introduces basic interactive elements such as quizzes, basic animations, or limited multimedia elements. The goal is to engage learners more effectively and encourage them to apply the information through basic interactions.

If WBT Levels 3 and 4 are required, the Contractor must assist in executing the associated tasks.

L3 often includes complex interactions, such as simulations, branching scenarios, and decision-making exercises. Learners may engage with content through interactive branching, scenario-based questions that encourage learners to explore multiple paths with critical thinking and problem-solving skills.

L4 features highly immersive and interactive experiences, often leveraging technology such as virtual reality (VR) or augmented reality (AR) to create realistic simulations. Level 4 might also include extensive gamification elements, allowing learners to engage deeply with the content in a dynamic and interactive environment.

Current Technology As of 2024, the FAA uses, but is not limited to, the following technologies to support its IT Training Program:

Online eLMS;

Snagit, Adobe Captivate, Articulate Storyline 360, Synthesia, and Adobe Premiere Pro to produce instructional videos; and Zoom, MS Teams, and other applicable M365 technologies to provide Web-based platforms where instructors and students can communicate and share content.

The training services to be provided under this IT Customer Training Task Order (herein referred to as the “Task Order”) focus on training users in the effective and efficient use of IT equipment, commercial-off-the-shelf (COTS), and Non-COTS products. The software products and technologies included in the scope of this Task Order will evolve during the period of performance as existing products are upgraded or replaced, and as new COTS and Non-COTS products are introduced into the FAA’s computing environment. As such upgrades and/or replacements occur, the Contractor must adapt training products, methodologies, and services accordingly.

Current Training Assets The FAA currently provides a variety of instructional materials to support job-related activities with step-by-step guidance. These materials are organized by topic and cover commonly used software applications and mobile device usage. They are accessible through an online portal and can be saved, shared, or printed in various formats, including digital and paper. Additionally, video tutorials are available through online learning management systems and other digital platforms. These video demonstrations can be stored and accessed in designated online workspaces or video-sharing services. The FAA also has a collection of instructional materials based on the FAA’s ever-changing technology; MFPE uses these materials to conduct live instructional classes (face-to-face or virtual IT training) throughout the FAA. The FAA maintains a list of current training offerings on the My.FAA.gov portal, and students register and receive credit for the training through the eLMS.

Current Classroom Environments Live ILT classes (face-to-face), when available, are held in nine regional offices, as shown in the figure to the right. Each of these offices has a training classroom or conference room that can accommodate up to 10 students and is equipped with a large display monitor or projection system + screen, and seating. Students typically bring their own laptops to set up within the classroom so they can participate in class exercises.

For online classes, MFPE teaches up to 25 students or more at a time. Online training is fully immersive, with a Student Handbook that includes exercises and coaching.

ILT classes (both online and classroom-based) may overlap; therefore, multiple instructors may be required to meet ILT requirements. The duration of ILT classes will vary based on the type of classes being delivered. MFPE IT Training Course Catalog describes the frequency and location of ILT courses for one quarter; however, this information may not be representative of future training needs under the ISC Contract.

Scope of Work The scope of this PWS is defined in the following sections of the ISC 2.0 Contract PWS:

a. Section C.2 Scope

b. Section C.3.6 Task 6 – IT Customer Training Support The scope of this Task Order includes planning, designing, developing, implementing, updating, and maintaining IT training products and delivering IT training to FAA employees on the hardware and COTS and Non-COTS office productivity and collaboration tools that are widely used across the FAA. The work typically requires the Contractor to apply knowledge of COTS and Non-COTS software and hardware to produce the training products and to train users on the features and functions of a specific IT tool, thus helping individuals use the hardware and software effectively and efficiently. The scope of work also includes:

a. Identifying IT customer training priorities, leveraging corporate resources, and standardizing training products, services, and guidelines;

b. Developing instructional materials and training aids;

c. Facilitating employee access to IT training resources; and

d. Collaborating with the FAA PL1 Training Community and the FAA IT Training Council.

References The Contractor must adhere to the FAA Orders, standards, guidance, and reference materials specified herein, as applicable to this PWS, under the guidance of the Contracting Officer’s Representative (COR). These references may be updated or revised during the Task Order period of performance; the Contractor must adhere to the most current versions provided by the FAA.

a. Orders and Notices, Laws, Regulations, Policies, or Guidance:

(1) The FAA Orders and Notices applicable to performance of this Task Order are listed in ISC Contract Exhibit C-012: Reference Information – Applicable Directives.

(2) IT Training Services Standard Operating Procedure for Training Video Standards (to be provided upon Task Order award)

(3) IT Training Services Standard Operating Procedure for Creating Written Documents

(4) Worldwide Web Consortium, Web Content Accessibility Guidelines (WCAG): https://www.w3.org/WAI/intro/wcag.php

(5) FAA Information Security and Privacy Program & Policy (FAA Order 1370.121B: https://www.faa.gov/regulations_policies/orders_notices/index.cfm/go/document.information/documentID/1038496

b. ID Badge Online Application: https://www.faa.gov/about/office_org/headquarters_offices/ash/ash_programs/piv

c. Forms: https://employees.faa.gov/tools_resources/forms/

d. IT Training Course Catalog: The IT Training Course Catalog is provided on the following page: (https://elms.faa.gov). It is located under the “IT Training” tab on the initial welcome page.

e. MyIT Service Catalog: The training services offered are located at the following page: (https://myit.faa.gov). It is located under the “Self-Help & Self-Service” category.

f. ISC IDIQ 2.0 Contract Exhibits in Section C.6 are included by reference for additional information.

Task Requirements The Contractor must provide a qualified workforce to perform the tasks described in the following sections. All references to “days” throughout this PWS are business days unless otherwise specified.

Task Order Management Support The Contractor must administer and manage the work performed under this Task Order to ensure timely and effective performance. The Contractor must organize, plan, schedule, implement, control, analyze, and report on all elements of the Task Order. The Contractor must participate as a member of a Government-led team as requested by the COR/Technical Point of Contact (TPOC).

Project Tracking The contractor must use the existing Task Management MS Planner tab under the Learning Development Teams site and ServiceNow Service Operations Workspace to track project tasks progression. The Project Tracking must include the following at a minimum:

a. Description of the planned work and the schedule, including all deliverables and milestones for task requirements and transition-in activities.

b. Identification of each process step required for completing the work.

c. Descriptions of the activities to be performed and the amount of time needed to accomplish each step, expressed in calendar dates.

d. Description of the staffing resources allocated to each task.

e. Identification for the project organization, staff utilization, and other resource allocations.

The Contractor must keep Project Tracking Tools current and managed in a location accessible by the FAA.

Meetings The Contractor must attend and participate in meetings as necessary or required by the COR to ensure the success of this Task Order. In addition, the Contractor must:

a. Participate in weekly Task Order Management Meetings with and scheduled by the FAA to:

(1) Review performance, identify and make recommendations on courses of action for issues, and plan for future changes.

(2) Provide actionable recommendations for improvements or changes.

(3) Report on class attendance, post-class student survey results, current risks, and upcoming training to be developed The current Project Tracking Tools (described in 3.1.1 above) must be available for these meetings to support the status review of ongoing activities.

For meetings in which the government states (in advance of the meeting) that minutes be provided, the Contractor must provide meeting minutes for COR review within 5 days after the meeting.

Quality Control Plan The Contractor must provide deliverables which meet the quality control standards as described in Section 5.1. Quality Assurance must initially be performed internally by the contractor. Following this internal review, the contractor will submit the materials to the FAA for feedback and formal approval.

Deliver Training Remotely The Contractor must coordinate, schedule, set up, and deliver customer-focused remote training using various training mediums. The training typically centers on, but is not limited to, helping students gain the knowledge and skills needed to effectively use COTS and Non-COTS IT hardware and software. The Contractor must establish and maintain a professional and courteous decorum that promotes virtual learning, and leverage technology to deliver training remotely in a manner that meets course objectives.

The training platform currently used by the FAA to host and deliver training include, but are not limited to, eLMS (electronic Learning Management System), MS Teams, and Zoom. Under the scope of this task, it is anticipated that other technologies will be used in the future. The FAA requires an industry partner that can adapt its training delivery approach to accommodate the adoption of new training platforms to deliver training solutions for new COTS and Non-COTS products, as well as adapt to the upgrade or improvement of current platforms and COTS and Non-COTS products.

In coordination with the COR and TPOC, the Contractor must:

a. Prepare the virtual class schedule 65 calendar days in advance.

b. Provide and/or prepare course syllabus and curriculum, including lesson plans, instructional materials, and student materials.

c. Development of content, setup of courses, and resetting classes.

d. Coordinate and schedule virtual classrooms.

e. Prepare and disseminate emails containing instructions (based on MFPE policy and procedures) for students on how to sign up for and attend virtual classes.

f. Create attendance rosters and take attendance.

g. Deliver course training in a customer-focused manner which accommodates student needs and meets the course objectives. This includes, but is not limited to, using online delivery platforms and discussion forums to provide an interactive or participatory environment, as well as administering exercises, self-checks, quizzes, and similar knowledge checks as defined by FAA-approved lesson plans.

(1) The instructor may cancel the course one working day in advance if four or fewer students have registered for the course.

(2) The instructor will coordinate another class date for the student(s) to attend.

h. Collect student feedback surveys and provide weekly results to the COR and TPOC.

i. Validate course credit for each student within eLMS and close out the course offering.

j. Prepare weekly status reports based on course enrollment and cancellations.

k. Coordinate recommended updates through the COR and TPOC.

l. Support MyIT Service Catalog offerings accordingly through coordination with the FAA.

Provide One-on-One Mentoring Sessions Remotely The Contractor must provide customer-focused, one-on-one mentoring (via remote methods) on enterprise COTS and Non-COTS software applications and hardware. One-on-one mentoring is a new service that has never been offered previously. The expected format will be via a screen sharing session on a specific product. Users can schedule an IT Mentoring/Training session by clicking on the eLMS IT Training tab or within the MyIT Service Catalog Self-Help & Self-Service section using the MS Bookings platform.

In coordination with the COR and TPOC, the Contractor must:

a. Provide scheduled mentoring sessions lasting up to 30 minutes (with the option to increase to 60 minutes) for which students can register at least 24 hours in advance to obtain one-on-one training. This includes:

(1) Coordinate mentoring sign-up sessions within a scheduling system which allows students to register for one-on-one mentoring sessions.

(2) Publishing availability 60 calendar days in advance in MS Bookings scheduling system to allow registration.

(3) Contact the student promptly at the reserved time. The student is identified as unavailable after three attempts in five-minute increments.

b. Publish the mentoring schedule 60 calendar days in advance within the MS Bookings scheduling system.

c. Collect student feedback surveys and provide weekly results to the COR and TPOC.

d. Deliver mentoring session and answer any questions the student asks in a professional, courteous, and customer-focused manner.

Develop Training Materials for COTS and Non-COTS Products The Contractor must support the FAA’s training needs and prepare, design, develop, implement, update, and maintain training materials for COTS and Non-COTS products to satisfy the FAA’s IT training requirements. The training materials developed and delivered by the Contractor must be customer-focused with a human-centered design model and conform to FAA standards and guidelines. The potential deliverables are outlined in paragraph 1.1 within the product matrix. If a product is requested, and is not outlined within the product matrix, then a level of effort (LOE) discussion will need to take place to determine if the requested training product can be delivered.

This subtask requires the Contractor to apply knowledge of adult learning principles and use the agile Successive Approximation Model (SAM) instructional design framework, or a comparable industry-standard methodology, to produce professional-quality training products. The development of these training materials should prioritize collaboration, rapid prototyping, and continuous feedback to ensure the successful execution of the training projects.

Utilizing a Human-Centered Design model, the Contractor must update, develop, and maintain the training products through collaboration with the COR and TPOC and Service/Product Owner for FAA review and approval, as applicable to the specific development projects:

a. Course syllabus and curriculum inclusive of lesson plans, instructor training materials, and student training materials. (e.g., Remote ILT classes, Training Videos)

b. Scripts and storyboards for video tutorials, and courseware. (e.g., Remote ILT classes, Training Videos)

c. Learning Guides, Job aids, one-sheets, and placards.

Unless an exception is authorized in writing by the COR or TPOC, the training materials produced by the Contractor must:

a. Coordinate the Intake process for receiving new assignments and the assignment of work for new training projects.

b. Adhere to applicable Section 508 standards and Web Content Accessibility Guidelines.

c. Meet web standards for FAA approved web browsers.

b. Meet current FAA and industry standards for video and web posting.

c. Ensure PII and other sensitive FAA information (as identified in FAA Order 1370.121A) is appropriately removed.

d. Receive approval from the Service/Product Owner on the delivery of the training deliverables. Upload and remove (as applicable) training materials to the appropriate media location as identified by FAA.

e. Support content for website(s) of the listing of all current job aids, available training classes, and instructional videos.

The FAA anticipates that each project will differ based on the requirements of the products and the knowledge level of the target audience.

Deliver live face-to-face training The Contractor must coordinate, schedule, set up, and deliver customer-focused live face-to-face (in-person) training using various training mediums. The training typically centers on, but is not limited to, helping students gain the knowledge and skills needed to effectively use COTS and Non-COTS IT hardware and software. The Contractor must establish and maintain a professional and courteous decorum that promotes live face-to-face learning, and leverage technology to deliver training in a manner that meets course objectives.

In coordination with the COR and TPOC, the Contractor must:

a. Submit travel authorizations (as applicable) 30 calendar days in advance.

b. Submit travel vouchers within 15 calendar days after returning to Home of Residence.

c. Provide and/or prepare course syllabus and curriculum, including lesson plans and training material (e.g. Instructor guide and student activity handbook) as defined by FAA. Training material needs to include, but not limited to, lecture-based material, courses exercises, and external resource listing.

d. Coordinate and schedule physical classrooms.

e. Prepare and disseminate emails containing instructions (based on MFPE policies and procedures) for students on how to sign up for and attend classes. Create attendance rosters and take attendance.

f. Deliver course training in a customer-focused manner which accommodates student needs and meets the course objectives. This includes, but is not limited to, using on-site display units, as well as administering exercises, self-checks, quizzes, and similar knowledge checks as defined by FAA-approved lesson plans.

(1) The instructor may cancel the course five working days in advance if four or fewer students have registered for the course.

(2) The instructor will coordinate another class date for the student(s) to attend.

g. Collect student feedback surveys and provide weekly results to the COR and TPOCs.

h. Validate course credit for each student within eLMS and close out the course offering.

i. Prepare weekly status reports based on course enrollment and cancellations.

j. Support recommended updates through the COR and TPOC.

k. Support MyIT Service Catalog offerings accordingly through coordination with FAA.

Transition The incoming and outgoing contractors must work together, in collaboration with the Government, to rationalize plans for transitioning in and transitioning out, and to provide for a seamless operational turnover which minimizes impact to end users and supported organizations.

Transition Out The Contractor must provide a Transition-Out Plan in accordance with the requirements described in the Program Management Support (PM) PWS section 4.3.

Deliverables Schedule The table below describes the deliverables required for performance of this Task Order. Unless otherwise specified, all deliverables in the following Deliverables Schedule must be submitted with a transmittal letter to the attention of the Contracting Officer and COR, and in accordance with Section F of the ISC 2.0 Contract.

The following abbreviations are used in this schedule:

· NLT = Not Later Than

· TOA = Task Order Award

· IAW = In Accordance With All days are business days unless otherwise specified. If a deliverable submittal falls on a Federal holiday or weekend, the deliverable will be due on the next Government workday.

Deliverables must not contain proprietary markings inconsistent with the Government’s data rights set forth in the ISC 2.0 Contract or as specified in this Task Order.

General Acceptance Criteria Deliverables will be checked for quality for content (e.g., spelling, formatting, grammar), completeness, accuracy, and conformance to applicable standards and guidelines to confirm that they meet the FAA’s needs and requirements. Inspection may include validation using automated tools or testing. The general criteria for acceptance are that deliverables must:

a. Utilize plain language and non-technical jargon

b. Be complete and accurate in presentation

c. Be legible and free of spelling, grammar, and typographical errors

d. Adhere to applicable formats, templates, style guides, and standards

e. Satisfy the applicable course requirements

f. Adhere to Section 508 requirements

g. Adhere to all security and privacy guidelines If the Government finds that a deliverable contains excessive typographical errors or otherwise does not conform to the required format, templates, or standards, the deliverable may be immediately rejected without further review and returned to the Contractor for correction and resubmission.

Final acceptance will occur when all discrepancies, errors, or other deficiencies identified in writing by the Government have been resolved, either through correction, document updates, or other mutually agreeable methods.

Performance Standards and Evaluation The performance standards and methods of surveillance that will be used to monitor and evaluate the Contractor’s performance are defined in IT Customer Training PWS Attachment A: Performance Requirements Summary.

Period of Performance The period of performance for this Task Order begins on April 15, 2025, and extends through April 14, 2026.

Places of Performance The place of performance is at the Contractor’s facilities.

Travel and Other Direct Costs The Contractor may be required to travel during the performance of this Task Order. All travel must be in accordance with the conditions described in the ISC 2.0 Contract.

Attachment A: Performance Requirements Summary IT Customer Training Task Order The Government will use the table below to monitor the Contractor’s performance on this Task Order. The Contactor must report on the performance standards pertaining to each measurement area within the Monthly Status Report (as required by the ISC Program Management PWS).

3.3, & 3.5

3.5

Instructor (1) delivers a minimum of five remote classes per week. (Updates to the minimum number of classes delivered per week must be coordinated with the TPOC in cases of shortened work week due to holidays, leave or other identified instances)

Mentor (1) provides a minimum of 15 scheduled mentoring sessions per week.

Developer meets all identified target dates with no more than one exception.

3.2, 3.4, & 3.5

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