CMCS-393-2022-0094 SOW.docx

Centers for Medicaid and CHIP Services (CMCS) Medicaid.gov Customer Satisfaction Assessment and Improvement Services

STATEMENT OF WORK (SOW)

05/25/2022 Task Order Title Centers for Medicaid and CHIP Services (CMCS Medicaid.gov Customer Satisfaction Assessment and Improvement Services. This task order has a 12 month base period with one 12 month optional period.

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, to continue to use the Verint Foresee Survey software to conduct survey and customer satisfaction analytics for CMCS web sites. CMS made initial investments in customizing the survey questions and begin to develop a baseline customer satisfaction level, based on Foresee’s customer satisfaction algorithms. Additionally, CMS has recently implemented custom replay behavior analytics available through Verint, in order to see users experience with the website. CMS has recognized that this type of support is highly specialized and must meet certain requirements. Moreover, CMS has undergone a new initiative for the Modernization and Enhancement of its websites. This work directly aligns with the Foresee surveys, replay behavior and analysis of customer satisfaction. The survey work is also being used to be in compliance with OMB Circular A-11 Section 280 guidance requiring the identified High Impact Service Providers (HISPs) to create an annual customer experience (CX) Action Plan. OMB’s baseline of Medicaid.gov relies on the Foresee survey and customer satisfaction scores and any change to the way that customer satisfaction is measured would put both projects at risk. Therefore, CMS will use a Sole Source offering to acquire a vendor (Verint) who is the vendor for the Foresee software programs.

1. Objectives

The objective of this procurement is to continue to support the agencies programmatic need to provide website survey and satisfaction work for InsureKidsNow.gov and Medicaid.gov.

This contract will collaborate with the web team in performing website assessment and improvement services. These services shall include continued use of an econometric model customized for the designated website. This model shall include relevant elements that drive customer satisfaction, satisfaction itself, and desirable customer behaviors. This website survey and satisfaction 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 and InsureKidsNow.gov The Foresee Contractor team will collaborate with the web team in performing website assessment and improvement services. These services shall include continued use of an econometric model customized for the designated website. This model shall include relevant elements that drive customer satisfaction, satisfaction itself, and desirable customer behaviors.

To obtain data for processing by the model, the Foresee Contractor team shall continue collaboration in conducting an on-line survey with multiple, model-related questions for the selected website elements, satisfaction, and future behaviors. In addition, the survey shall include customized questions that are not related to the model but desirable for informational purposes and general analysis. These questions may be deleted, modified, or replaced at appropriate intervals during the subscription period.

In collecting, analyzing and reporting the data, this project shall be executed in full compliance with the Privacy Act of 1974. Furthermore, Foresee Contractor shall obtain clearance from the Office of Management and Budget for this survey under the Paperwork Reduction Act.

Customers using the website shall be selected to take the on-line survey based on sampling parameters that are implemented by parameter files provided by the Foresee Contractor team. The Foresee Contractor team shall process the survey data in the model and provide on-line access to the data, scores, reports, and analysis. The Foresee Contractor team shall periodically discuss survey results, make necessary changes in sampling or non-model questions, provide additional analysis, and make recommendations regarding changes in the website.

Core Tasks Unless otherwise noted, all deliverables in this section will be available throughout the period of performance. Customer Support and Help Desk services will begin on the first day of the period of performance and expire on the last day.

Continuous online reporting is provided with 24/7 access to data that is continuously updated. This portal continuously monitors customer satisfaction, stays on top of performance trends and easily shares voice of the customer data throughout the organization. The data can be viewed by day, month or a custom date range. In addition, data can be exported to Excel and PowerPoint to assist with data socialization. Through this online portal, access to:

· Satisfaction Summary – shows current scores for each element and respective impacts in an intuitive and graphical format for data in a range

· Priority Map – shows the elements of the website that need the most attention in a “bubble chart” for data. This Priority Map provides an “at-a-glance” view of where to invest resources for site improvement which are based on elements with lower scores and higher impacts.

· Model Question Scores –view responses on a 10-point scale for every model question in the survey

· Custom Question Details –view pie and bar charts question response distributions

· Open-ended Data –see actual verbatim responses to open-ended survey questions

· Activity Reports – a graphical and text format showing the surveys presented and completed by customers over time for a specific date range

· “What If” Calculator – shows the expected impact from increasing satisfaction with a specific element

· Dashboard creation for custom reporting and to assist with data socialization

· Recent research commentaries and white papers, including E-Government Satisfaction Index

Full-Service Subscription –Within seven (7) calendar days of the period of performance, Foresee Contractor will provide one custom survey capable of utilizing a predictive analytics methodology that includes:

· Unlimited survey responses

· Self-directed Analytics and Self-directed Comment Cluster tool

· Survey design with skip Logic functionality

· Online access to data, insights, and automated reporting, such as:

· Satisfaction Summary – shows element, overall satisfaction and future behaviors scores and impacts.

· Priority Map – shows a quadrant chart that categorizes elements by priority for improvement based on scores and impacts.

· Satisfaction and Element Trend Lines – provides monthly trend lines for satisfaction and high-priority elements.

· Model Question Averages – provides average scores on a 10-point scale for model questions.

· Question Distributions – provides distributions by answer choice for both custom and model questions shown as pie or bar charts.

· Open-ended Questions – provides text answers to open-ended questions.

· Benchmarking Enterprise Measurement (additional unit) – Foresee Contractor will provide one additional survey to support base unit enterprise experience.

· Unlimited survey responses

· Self-directed Analytics and Self-directed Comment Cluster tool

· Survey design with skip Logic functionality

· Online access to data, insights, and automated reporting, such as:

· Satisfaction Summary – shows element, overall satisfaction and future behaviors scores and impacts.

· Priority Map – shows a quadrant chart that categorizes elements by priority for improvement based on scores and impacts.

· Satisfaction and Element Trend Lines – provides monthly trend lines for satisfaction and high-priority elements.

· Model Question Averages – provides average scores on a 10-point scale for model questions.

· Question Distributions – provides distributions by answer choice for both custom and model questions shown as pie or bar charts.

· Open-ended Questions – provides text answers to open-ended questions.

· Benchmarking

Satisfaction Insight Review (SIR) – Foresee Contractor to assign a Survey Reasearch Analyst (SRA) to provide in-depth analysis on request by CMS, up to four (4) times during the Period of Performance (PoP). Analysis includes:

· Collaborative presentation which walks through a comprehensive presentation containing facts, analysis and interpretation of the customer satisfaction analytics. The continuous process of analysis helps understand site visitors better and to reveal actionable insights.

· Scope of analysis to be determined by client and analyst, capable of supporting:

· Element impact of customer satisfaction and Customer Satisfaction Score (CSAT )impact on future behaviors/outcomes/Key Performance Indicators (KPI)

· Trending data analysis

· Segmentation analysis

· Benchmarking, such as:

· E-Commerce and E-Business Benchmarks

· Federal Government Benchmark

· Element-level Benchmarks

· Functionality Benchmarks

· Department Benchmarks (for departments with five or more measured sites)

· Private Sector Benchmarks

· Custom Benchmarks (includes five or more sites)

· cxReplay – Each Replay application includes visualization of the visitor experience specific to a singular experience and survey. Remote capture of the visitor experience includes time on the site, pages viewed, navigation path, data entry activity, scrolling, mouse movement and clicks (for web) and touch (for mobile), and device orientation (for mobile devices). Full Replay for all other site traffic, heat maps, click trails, etc for 10% of annual traffic up to 1 million captures.

· 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 one (1) 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 work days, 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 work day. 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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