CMCS-2025-0003 SOW Website Mgmt Support.docx

Centers for Medicaid and CHIP Services (CMCS) "Operating Plan Title: Medicaid/CHIP/BHP Website Management and Development." (Section 1115 Demonstrations)

STATEMENT OF WORK (SOW)

08/30/2024 Task Order Title Centers for Medicaid and CHIP Services (CMCS) Medicaid Web Site Management & Support. This task order has a 12-month base period with two 12-month optional periods beginning December 12 2021. award.

2. Background

This procurement supports the Medicaid.gov website owned and managed by CMCS:

Medicaid.gov was launched in December 2011 as a one-stop-shop for federal program and policy information about Medicaid, the Children’s Health Insurance Program (CHIP) and the Basic Health Program (BHP.) In CY 2018, Medicaid.gov had approximately 8 million site visits and nearly 6 million users. There were over 15.3 million page views, 1.2 million files downloaded, and 667,000 unique searches in the internal site search tool. Over one third of visitors are coming from mobile devices (33% mobile, 5% tablet.)

Medicaid.gov is our primary communication vehicle with the public about federal policy, and it fulfills our legal obligations for transparency in section 1115 demonstration projects (42 CFR 431.400-431.428). Target audiences include: state and federal policy makers; health associations and advocacy organizations; health care provider groups; researchers; tribes; and others interested in federal Medicaid, CHIP, and BHP policy.

CMS has a need, by the end of 2021 calendar year, to continue to use the Qualtrics software as the web application for the 1115 demonstration projects and public comments. CMS made initial investments in customizing the software to receive public comments and renewing the software license will provide a continued Return of Investment on those up-front costs. CMS has recognized that this type of support is highly specialized and must meet certain requirements. Moreover, The Affordable Care Act of 2010 introduced the new legal requirements to ensure transparency of CMS approval of section 1115 demonstration programs. Among other provisions, the law requires that CMS post a state’s 1115 waiver application for public comment for a 30-day period, to make those comments publicly available, and to use the comments in the adjudication of the 1115 demonstration proposals. Therefore, CMS will use a Sole Source offering to acquire a vendor (Carasoft Technology, INC) who is the vendor for the Qualitrics software programs.

1. Objectives

The objective of this procurement is to obtain web management that includes application and support services for Medicaid.gov by CMCS, including but not limited to other associated initiatives. This website application management support, in coordination and collaboration with other relevant contractor support, will assist CMCS in realizing its goals and priorities for creating, managing, and maintaining a web presence that supports the mission of our Center and Agency. Key goals and priorities include but are not limited to:

· Compliance with U.S Web Design/DigitalGov standards, OMB Federal Web Standards, CMS and HHS policies, W3C and Web Accessibility Initiative (WAI) standards including quality control standards

· Compliance with Section 508 of the Rehabilitation Act, 29 U.S.C. § 794d, as amended

· To the degree possible within CMS-provided web management systems and other tools, modern functionality that supports the Agency business needs such as automated testing, continuous integration, interactive data, platform-based, shareable content and functionality, and Agile development Scope

The scope of websites involved with this procurement is www.Medicaid.gov. The Contractor shall ensure that the Qualtrics software and licenses are procured, managed, migrated, modified, and terminated as directed by CMS/DCO. These Qualtrics tools may include recurring costs and renewals. The Contractor shall coordinate with other contractors and vendors as necessary to support this acquisition. The required software/licenses under this task order are subject to change at the discretion/needs of the Government. Due to nature of the requirements, and in accordance with the task order terms and conditions, the Government will allow for flexibilities/movement of software and licenses provided that the total cost obligated per period of performance/CLIN is not exceeded. Please see the task order terms and conditions for more details This helps ensure that CMS successfully continues with its website management services and is able to implement new tools or other enhancements to include maintenance activities necessary to support the Medicaid.gov website. The Contractor shall manage the procurement, as well as maintenance of any supporting applications and analytical tools. The primary goal is to ensure that CMS projects are a success and tools continue to support the Agencies mission.

The objectives are to:

1. Ensure that projects are delivered successfully through effective project management support.

2. Ensure that the software licenses are procured, managed, modified, and terminated as required to support a lean, agile operating environment.

3. Provide security support.

4. Independently administer tools.

5. Provide Help Desk support for the posting of the 1115 demonstrations posted on the CMS websites.

6. Document all efforts and results clearly, concisely and comprehensively.

7. Actively participate in continuous improvements of processes, methods, and tools Core Tasks Participation in Project Meetings

· As determined by the COR, the Contractor shall participate in regular project meetings to discuss current status, specifications, work plans, schedules, and related topics. The meetings will be virtual using CMS's WebEx software.

· Within 5 business days of award, the Contractor shall have a post award conference with CMS to discuss the contractor’s project management plan.

· The Contractor will be prepared to fully staff all labor categories and required skill sets and begin full operational responsibilities within 7 business days of the contract award.

Project Management Support

The Contractor will provide project management expertise to track and monitor specific aspects of the application management. The contractor will collaborate with CMS, and the Contractor will also collaborate with other contractors and federal staff responsible for CMCS web properties using Jira or other specified tools.

General Website Management Tasks Maintain technical expertise in relevant tools, systems, and software Based upon existing and forecasted needs, the Contractor must provide and maintain expertise in the web management tools. As new technologies emerge, CMS will collaborate with the Contractor for additional needs, changes or revisions.

5.5 Continuous coverage

Provide continuous coverage to execute website postings of the 1115 demonstrations and updates in accordance transparency rule, during routine business hours as well as including occasional evenings or weekends to support time sensitive critical releases.

5.6 Transparency and related communication support

In coordination with certain section 1115 demonstration-related postings and other time sensitive rollouts, use the vendor’s software tools to establish a forum for receiving public comments and to send subscribed parties a notice that a new demonstration is open for public comment

0. Documentation and training The Contractor will be required to provide robust documentation related to the deliverables produced under this contract, and related training on deliverables as requested to ensure continuous operations. Documentation listed below may be provided via Confluence or other CMS-designated systems.

a) Create user guides and/or instruction pamphlet for use by CMCS staff.

b) System documentation (and potentially training for as needed)

c) Determine and gather Business requirements as determined by CMCS led by the Contractor.

0. Website Management and Support Services within existing CMCS platforms

a) Section 1115 demonstration public comments

· Provide ongoing support for posting of Medicaid.gov 1115 demonstration for public comment in real time.

· Demonstration list with the public commenting system

b) Site analytics tools, including but not limited to Tealium, Foresee, Google Analytics, A/B Testing, and others as identified

0. Testing Support

· The Contractor shall provide professional testing and quality assurance support for CMCS for the application. The contractor will determine and gather requirements and will make recommendations to CMCS relating to the maintenance of the application as well as enhancements to the overall user experience including, but not limited to: new templates, data surfacing, user interface changes, implementation of web best practices.

0. Reporting and Analysis

When an incident occurs, the Contractor shall establish control of all issues, determine the impacts, identify resolutions, execute resolutions, and investigate the root cause. Upon recovery, the Contractor shall provide a Root Cause Analysis to CMS. The Contractor shall track and identify root causes and prepare the appropriate incident reporting document communication as soon as discovered and whenever and incident occurs. The contractor shall provide meaningful recommendations to CMS for improvement. Provide on-call support, if necessary, and escalation of issues to the COR. The support shall cover business requests and incident responses. The reporting timeframe of the analysis will be established collaboratively on a case-by-case basis by the COR depending upon the complexity of the outage. However, identification of root causes and related recommendations is an extremely high priority and generally will be completed as soon as possible without further compromising continuous operations.

0. Web Accessibility & 508 Compliance

The Contractor shall validate that all work has been tested and delivered as 508 and WAI compliant.

Contract Type

The Government anticipates a Firm Fixed Price contract for the fulfillment of all Core tasks outlined in Section 5 Core Tasks.

Place of Performance

The work shall be performed at the Contractor’s facilities. Interaction between CMS and the Contractor shall be virtual.

Period of Performance

The period of performance is twelve months, plus two (2) 12-month option period.

Deliverables/Delivery Schedule

Government Furnished Equipment (GFE)/ Government Furnished Information (GFI)

The Contractor will provide its own equipment and software tools necessary for full performance of this contract as well as the work environment for required staff. The Government may require and allow access to specific tools used on its websites as described further in Section 5 Core Tasks. CMS will provide access to equipment and its office as needed or required to meet the objectives of the SOW.

Packaging, Packing, and Shipping Instructions

The contractor shall transmit deliverables in an electronic format agreed upon by the contractor and the COR.

Inspection and Acceptance Criteria

All work under this contract is subject to inspection and final acceptance by the Contracting Officer or the duly authorized representative of the Government.

The Government’s Contracting Officer’s Representative (COR) is a duly authorized representative of the Government and is responsible for inspection and acceptance of all items to be delivered under this contract.

Accounting and Appropriation Data

The Government anticipates that funds are available or will be available prior to contract award for completion of the Base Year Core Tasks outlined in Section 5. The Government retains full control and discretion over the exercise of any and all options associated with this contract.

Other Pertinent Information or Special Considerations

Unless otherwise specified by the COR, the general quality measures, as set forth below, will be applied to each work product received from the Contractor under this task order.

· Quality: Work products shall be accurate and a system of quality control established that results in finished products that need little to no revision

· Design/Visual Value: Work products shall be accepted that meet standards and add to the value of the message through visual representation (as appropriate)

· Consistency to Requirements: All work products must satisfy the requirements of this statement of work.

· Timeliness: Work products shall be performed on a schedule commensurate with complexity and established need

· Technical Acumen: Techniques are used that produce good products; ways to improve are consistently sought through new methods of work and emerging technologies.

Post-Award Administration

Performance of work under this contract must be subject to the technical direction of the Contracting Officer’s Technical Representative, or a representative designated in writing. The term “Technical Direction” includes, without limitation, direction to the contractor that directs or redirects the labor effort, shifts the work between work areas or locations, fills in details and otherwise serves to ensure that tasks outlined in the work statement are accomplished satisfactorily.

Technical direction must be within the scope of the specification(s)/work statement. The Contracting Officers’ Technical Representative does not have authority to issue technical direction that:

· Constitutes a change of assignment or additional work outside the specification(s)/statement of work.

· Constitutes a change as defined in the clause entitled “Changes”.

· In any manner causes an increase or decrease in the contract price, or the time required for contract performance.

· Changes any of the terms, conditions, or specification(s)/work statement of the contract.

· Interferes with the contractor's right to perform under the terms and conditions of the contract; or

· Directs, supervises or otherwise controls the actions of the contractor's employees.

Technical direction may be oral or in writing. The Contracting Officers’ Technical Representative shall confirm oral direction in writing within five workdays, with a copy to the Contracting Officer. The contractor shall proceed promptly with performance resulting from the technical direction issued by the Contracting Officers’ Technical Representative. If, in the opinion of the contractor, any direction of the Contracting Officers’ Technical Representative, or his/her designee, falls within the limitations above, the contractor shall immediately notify the Contracting Officer no later than the beginning of the next Government workday. Failure of the contractor and the Contracting Officer to agree that technical direction is within the scope of the contract shall be subject to the terms of the clause entitled “Disputes.”

Key Personnel

1) Certain skilled experienced program management and/or technical personnel are essential for accomplishing the work to be performed. Key personnel shall be identified by name and title/job classification in offeror proposals.

2) The Contractor agrees that the above key personnel shall not be removed from the contract effort, replaced or added to the contract without a compelling reason and without compliance with paragraphs (3) and (4) hereof. The Government will not approve substitutions for the sole convenience of the contractor.

3) If any change to the key personnel position becomes necessary (substitutions or additions), the Contractor shall immediately notify the Contracting Officer and COR in writing, accompanied by the resume of the proposed replacement personnel who shall be of at least substantially equal ability and qualifications as the individuals currently approved for that category.

4) No substitution or replacement of the key personnel shall be approved within the first thirty (30) days after contract award.

5) All requests for approval of changes hereunder must be in writing, via email, and provide a detailed explanation of circumstances necessitating the proposed change. Request for changes should be made whenever the need is identified. Beside the resume, the request must also provide:

a) A comparison of skills and qualifications to those set forth in the accepted resume proposed for substitution.

b) A signed employee procurement integrity agreement.

c) Any other information requested by the Contracting Officer to reach a decision.

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