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Department of Homeland Security (DHS) DHS Statement of Work (SOW)
Federal Emergency Management Agency
STATEMENT OF WORK (SOW) FOR:
Emergency Notification System and Conference Bridge Software Package
Tara Shirley, Contracting Officer
PROCUREMENT SENSITIVE INFORMATION
This document contains non-public information intended for use on a need-to-know basis within FEMA only.
Please protect this document as procurement sensitive and handle accordingly.
DEPARTMENT OF HOMELAND SECURITY (DHS)
Statement of Work (SOW) For Emergency Notification System and Conference Bridge Software Package
1.0 GENERAL
1.1 BACKGROUND
The mission of the FEMA Operations Center (FOC) and FEMA Alternate Operations Center (FAOC) is to receive, analyze, and disseminate a wide variety of all-hazards information in support of the Department of Homeland Security National Operations Center, FEMA Senior Leadership, National Response Coordination Center (NRCC), and Executive Branch Departments and Agencies. FOC functions include maintaining 24/7 situational awareness, issuing notifications and warnings, and coordinating operational support. The FOC and FAOC require an Emergency Notification System (ENS) and Conference Bridge (CB) ENS/CB software package to fulfill its mission requirement to notify mission partners of critical information readily and effectively for decision making purposes. The FOC and FAOC also would like to explore incorporation of a situational awareness tool within the software package.
1.2 SCOPE
The scope of this project is to acquire a commercial off-the-shelf (COTS) ENS and CB software package to meet FOC and FAOC Functional and Operational Requirements listed below. The FOC will also like to explore a situational awareness solution. The FOC will serve as the customer for this project.
1.3 Compliance Documents
The following documents provide specifications, standards, or guidelines that must be complied with in order to meet the requirements of this contract:
Authorities:
· Robert T. Stafford Disaster Relief and Emergency Assistance Act, as amended (42 U.S.C 5121, et seq.)
· The National Security Act of 1947, as amended (50 U.S.C. 401).
· The Homeland Security Act of 2002 (PL 107-296).
· Post-Katrina Emergency Management Reform Act of 2006 (PL 109-295)
References:
· Department of Homeland Security (DHS), Cybersecurity and Infrastructure Security Agency (CISA), Cybersecurity Framework Implementation Guidance, (May 2020)
· DHS Sensitive Systems Policy Directive 4300A, v.13.1, (July 2017)
· Executive Order (E.0.) 12148, as amended, Federal Emergency Management. E.O. 12656, Assignment of Emergency Preparedness Responsibilities.
· E.O. 13618, Assignment of National Security and Emergency Preparedness Communications Functions.
· Federal Executive Branch National Continuity Program and Requirements (October 2012).
· Federal Continuity Directive 1, Federal Executive Branch National Continuity Program and Requirements (January 2017).
· FEMA FP-104-008-4, FEMA Watch Guide (July 2019)
· National Institute of Standards and Technology (NIST), United States (U.S.) Department of Commerce, Cybersecurity Framework (CSJ) 2.0, (February 2024)
· National Security Presidential Directive (NSPD) 51/Homeland Security Presidential Directive (HSPD) 20, National Continuity Policy.
1.4 Constraints
The FOC faces certain constraints that come with being a government agency. The workings of the Federal budgetary process means the FOC regularly faces difficult choices between protecting funding for current projects and putting them at risk in support of FEMA Office of Response and Recovery programs. Moreover, the FOC, as with all agencies, is constrained by a myriad of acquisition laws, regulations, policies and procedures.
2.0 SPECIFIC REQUIREMENTS/TASKS
The FOC has identified the following Security, Functional and Operational requirements that the ENS/CB software package must meet.
| Rqmnt # |
| Requirements – Emergency Notification System / Conference Bridge Software Package |
Security
| S 1.0 |
| System shall meet security requirements in accordance with FEMA established security standards (e.g., CISA Cybersecurity Implementation Guidance, DHS Sensitive Systems Policy, NIST CSF 2.0) |
| S 1.1 |
| System must comply with all sensitive and data privacy requirements in accordance with DHS Sensitive Systems Policy 4300A. |
| S 1.2 |
| System shall be hosted on a Fed Ramped approved cloud service. |
| S 1.3 |
| System shall support PIV access. |
| S 1.4 |
| System shall support Username and Password. |
| S 1.5 |
| System shall support solution for forgotten login. |
| S 1.6 |
| System shall support solution for forgotten password. |
| S 1.7 |
| System shall support Administrator rights. |
| S 1.7 |
| System shall allow for multiple Administrators. |
| S 1.9 |
| System shall allow Administrators ability to assign User permissions. |
| S 2.0 |
| System shall support unlimited Users. |
Functional / Operational
| F 1.0 |
| System shall provide an Emergency Notification System. |
| F 1.1 |
| System shall provide a Conference Bridge solution. |
| F 1.2 |
| System shall provide the option for a real-time Situational Awareness tool. |
| F 1.3 |
| System shall be accessible 24/7. |
| F 1.4 |
| System shall have a reliability rate of 99.9%. |
| F 1.5 |
| System shall support multiple entities that are separated so that entities only access their own data. |
| F 1.6 |
| System shall provide a Graphical User Interface (GUI) Dashboard that auto-updates with status. |
| F 1.7 |
| System shall provide a GUI Dashboard that can be customized by the User. |
| F 1.8 |
| System shall provide a GUI Dashboard that provides quick access features. |
| F 1.9 |
| System shall display active/history of notification(s) and conference bridge(s). |
| F 2.0 |
| System shall allow Administrator to assign User roles. |
| F 2.1 |
| System shall provide Administrator ability to create custom roles. |
| F 2.2 |
| System shall support unlimited number of Contacts. |
| F 2.3 |
| System shall allow for multiple communication methods (e.g., phone numbers, fax, emails, and SMS numbers) per contact. |
| F 2.4 |
| System shall support edits to saved contact entries. |
| F 2.5 |
| System shall support single edit to Contact that populates throughout system. |
| F 2.6 |
| System shall allow Administrator to assign Contact rules. |
| F 2.7 |
| System shall allow Administrator to create customized rules. |
| F 2.8 |
| System shall support search features for contacts. |
| F 2.9 |
| System shall support unlimited number of Groups. |
| F 3.0 |
| System shall allow unlimited contact entries within group(s). |
| F 3.1 |
| System shall support edits to saved Groups. |
| F 3.2 |
| System shall allow User to see all Contacts within Group(s). |
| F 3.3 |
| System shall support customized rules for Groups. |
| F 3.4 |
| System shall support search features for groups. |
| F 3.5 |
| System shall support Templates. |
| F 3.6 |
| System shall provide detailed Reports of system usage (e.g., contact, notification method, success/unsuccessful, reason, number of attempts, etc.). |
| F 3.7 |
| System shall provide extraction of Reports via .csv and .pdf. |
| F 3.8 |
| System shall support customization of Reports by the User. |
| F 3.9 |
| System shall provide search feature for Reports. |
| F 4.0 |
| System Reports shall be presented in a simple and understandable manner (e.g., simple explanation of unsuccessful attempts to notify contact(s)). |
| F. 4.1 |
| System shall provide auditing logs in report format. |
| Rqmnt # |
| Requirements – Emergency Notification System (ENS) |
Functional / Operational
| ENS 1.0 |
| System Dashboard shall provide one-click access to new notification. |
| ENS 1.1 |
| System Dashboard shall provide simple access to Templates. |
| ENS 1.2 |
| System shall support search method for Contacts by Last Name, First Name, Login Name and email. |
| ENS 1.3 |
| System shall support search method for Groups by name, Contact Last or First Name. |
| ENS 1.4 |
| System shall support search method for saved Templates. |
| ENS 1.5 |
| System shall support ability to save searches. |
| ENS 1.6 |
| System shall support templates that include multiple Groups. |
| ENS 1.7 |
| System shall provide separate fields for message content so User can send different information dependent on delivery method (e.g., email, phone, fax, SMS, etc.). |
| ENS 1.8 |
| System shall support ability for User to choose multiple groups/contacts to send a notification “on the fly.” |
| ENS 1.9 |
| System shall allow User to schedule notification(s). |
| ENS 2.0 |
| System shall support template variables. |
| ENS 2.1 |
| System shall support customizable variables. |
| ENS 2.2 |
| System shall support text-to-speech. |
| ENS 2.3 |
| System shall support recorded audio. |
| ENS 2.4 |
| System shall support preview of audio. |
| ENS 2.5 |
| System shall support edits to contacts that auto update across the software (e.g., individual contacts and groups). |
| ENS 2.6 |
| System shall support removal of Contact(s) from a Group(s) without permanently deleting that Contact(s) from the Group(s). |
| ENS 2.7 |
| System shall provide validation of notification receipt. |
| ENS 2.8 |
| System shall cease other methods of notification when recipient validates receipt. |
| Rqmnt # |
| Requirements – Conference Bridge (CB) |
Functional / Operational
| CB 1.0 |
| System shall provide restriction rules for conferences (e.g., controlling the conference). |
| CB 1.1 |
| System shall provide a toll-free conference bridge number solely for FOC and FAOC use (i.e., not shared with other customers). |
| CB 1.2 |
| System shall validate caller by contract information (e.g., phone number, email, or SMS number). |
| CB 1.3 |
| System shall display a saved Contact’s first and last name as present in the conference instead of phone number. |
| CB 1.4 |
| System shall allow for multiple simultaneous conference bridges (different Users). |
| CB 1.5 |
| System shall support up to 250 participants per conference bridge. |
| CB 1.6 |
| System shall support blast style calls to participants of a conference bridge. |
| CB 1.7 |
| System shall support conference bridge templates. |
| CB 1.8 |
| System shall fully support conference bridge and not transfer a conference to an outsourced vendor or system. |
| CB 1.9 |
| System shall allow User to schedule a conference bridge. |
| CB 2.0 |
| System shall support a solution for User to mute all participants upon conference call startup. |
| CB 2.1 |
| System shall support capability for User to mute all participants with single click. |
| CB 2.2 |
| System shall provide capability for User to mute and unmute individual participants in the conference bridge. |
| CB 2.3 |
| System shall provide indicators of (e.g., icon) participants with background noise or audio. |
| CB 2.4 |
| System shall support ability to manually add additional contacts to the conference bridge at will. |
| CB 2.5 |
| System shall allow User to manually remove contact(s) from conference bridge. |
| CB 2.6 |
| System shall allow User to merge conference bridges up to 250 total participants. |
| CB 2.7 |
| System shall provide ability to record conference bridge. |
| CB 2.8 |
| System shall provide ability to save recorded conference. |
| CB 2.9 |
| System shall allow User to join conference bridge before a blast call is sent out (or as early as possible). |
| CB 3.0 |
| System shall allow User to drop all lines at once (single hang up). |
| CB 3.1 |
| System shall provide time conference was initiated. |
| CB 3.2 |
| System shall provide time conference was terminated. |
| CB 3.3 |
| System shall provide total conference length. |
| CB 3.4 |
| System shall provide total calls attempted. |
| CB 3.5 |
| System shall display total calls validated. |
| CB 3.6 |
| System shall provide unsuccessful call attempts. |
| CB 3.7 |
| System shall provide total emails attempted. |
| CB 3.8 |
| System shall display total emails validated. |
| CB 3.9 |
| System shall provide unsuccessful email attempts. |
| CB 4.0 |
| System shall provide total SMS attempts. |
| CB 4.1 |
| System shall provide total SMS validated. |
| CB 4.2 |
| System shall provide unsuccessful SMS attempts. |
| CB 4.3 |
| System shall provide historical data. |
| CB 4.4 |
| System shall support extraction of Reports. |
| CB 4.5 |
| System shall support customized Reports. |
| CB 4.6 |
| System shall support ability to initialize a conference and begin another notification to bring more individuals into the same conference. |
| Rqmnt # |
| Requirements – Situational Awareness (SA) |
Functional / Operational
| SA 1.0 |
| Situational awareness tool shall allow unlimited data sets. |
| SA 1.1 |
| Situational awareness tool shall allow unlimited contacts. |
| SA 1.2 |
| Situational awareness tool shall allow interoperability with internal data sets. |
3.4 Project Manager
The Vendor shall provide a Project Manager who shall be responsible for all vendor work performed under this SOW. The Project Manager shall be a single point of contact for the Contracting Officer and the COR. The name of the Project Manager, and the name(s) of any alternate(s) who shall act for the Vendor in the absence of the Project Manager, shall be provided to the Government as part of the Vendor’s proposal. The Project Manager is further designated as Key by the Government. During any absence of the Project Manager, only one alternate shall have full authority to act for the Vendor on all matters relating to work performed under this contract. The Project Manager and all designated alternates shall be able to read, write, speak and understand English. Additionally, the Vendor shall not replace the Project Manager without prior approval from the Contracting Officer.
The Project Manager shall be available to the COR via telephone between the hours of 8:30 am and 5:00 pm EST, Monday through Friday, and shall respond to a request for discussion or resolution of technical problems within 4 hours of notification.
4.1 Security
Contractor access to unclassified, but Security Sensitive Information may be required under this SOW. Contractor employees shall safeguard this information against unauthorized disclosure or dissemination.
4.2 Period of Performance
The period of performance for this contract is 72 months from the date of award.
· Base Year
· Option Year 1
· Option Year 2
· Option Year 3
· Option Year 4
4.3 Place of Performance
The primary place of performance will be the Vendor’s facilities.
4.5 Travel
Vendor travel shall not be required for this requirement.
4.6 Post Award Conference
The Vendor shall attend a Post Award Conference with the Contracting Officer and the COR no later than 21 business days after the date of award. The purpose of the Post Award Conference, which will be chaired by the Contracting Officer, is to discuss technical and contracting objectives of this contract. The Post Award Conference may be held virtually.
4.11 General Report Requirements
The Vendor shall provide all written reports in electronic format with read/write capability using applications that are compatible with DHS workstations (Window11 and Microsoft Office Applications).
4.14 Section 508 Compliance
Pursuant to Section 508 of the Rehabilitation Act of 1973 (29 U.S.C. 794d) as amended by P.L. 105-220 under Title IV (Rehabilitation Act Amendments of 1998) all Electronic and Information Technology (EIT) developed, procured, maintained and/or used under this contract shall be in compliance with the “Electronic and Information Technology Accessibility Standards” set forth by the Architectural and Transportation Barriers Compliance Board (also referred to as the “Access Board”) in 36 CFR Part 1194. The complete text of Section 508 Standards can be accessed at http://www.access-board.gov/ or at http://www.section508.gov.
| 5.0 | Government Terms & Definitions |
| CB | Conference Bridge |
| CISA | Cybersecurity and Infrastructure Security Agency |
| CO | Contracting Officer |
| COR | Contracting Officer Representative |
| COTS | Commercial-off-the-Shelf |
| CSF | Cybersecurity Framework |
| DHS | Department of Homeland Security |
| E.O. | Executive Order |
| ENS | Emergency Notification System |
| FEMA | Federal Emergency Management Agency |
| FAOC | FEMA Alternate Operations Center |
| FOC | FEMA Operations Center |
| NIST | National Institute of Standards and Technology |
| RFP | Request for Proposal |
| SOW | Statement of Work |
| 6.0 | Government Furnished Resources |
The Government will not furnish any resources to the Vendor in support of this contract.
7.0 Contractor Furnished Property
The Vendor shall furnish all facilities, materials, equipment and services necessary to fulfill the requirements of this contract.
8.0 Government Acceptance Period
The COR will review deliverables prior to acceptance and provide the Vendor with an e-mail that provides documented reasons for non-acceptance. If the deliverable is acceptable, the COR will send an e-mail to the Vendor notifying it that the deliverable has been accepted.
8.1 The COR will have the right to reject or require correction of any deficiencies found in the deliverables that are contrary to the information contained in the Vendor’s accepted proposal.
In the event of a rejected deliverable, the Vendor will be notified in writing by the COR of the specific reasons for rejection. The Vendor may have an opportunity to correct the rejected deliverable and return it per delivery instructions.
The COR will have 10 business days to review deliverables and make comments. The vendor shall have 10 business days to make corrections and redeliver.
8.3 All other review times and schedules for deliverables shall be agreed upon by the parties based on the final approved Project Plan.
The Vendor shall be responsible for timely delivery to Government personnel in the agreed upon review chain, at each stage of the review. The Vendor shall work with personnel reviewing the deliverables to assure that the established schedule is maintained.
9.0 Deliverables
The Vendor shall support the following meetings/requests and deliverables.
| ITEM |
| DELIVERABLE/EVENT |
| DUE BY |
| ATTENDEES |
| 1 |
| Post Award Conference |
| Within 21 days post-award |
Vendor, COR, Government
| 2 |
| Demonstrations |
| As-needed |
| Vendor, COR, Government |
| 3 |
| Government Acceptance Testing |
| TBD |
| Government, COR |
| April 2024 2 |
| Learn more at fema.gov | April 2024 1 |
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