DRAFT 2030 CQA Requirements Document.pdf

2030 Census Questionnaire Assistance (2030 CQA)

2030 CENSUS QUESTIONNAIRE ASSISTANCE (CQA) 1

REQUIREMENTS DOCUMENT 2

Contents 3

2030 Census Questionnaire Assistance (CQA) Requirements Document ............................. 1 4

1. Introduction ....................................................................................................... 4 5

1.1. Census Questionnaire Assistance (CQA) Program Background................................... 4 6

1.2. 2030 CQA Program Objectives ............................................................................... 5 7

2. 2030 CQA Scope................................................................................................. 6 8

3. 2030 CQA Solution Assumptions ......................................................................... 7 9

3.1. Program Execution ............................................................................................... 7 10

3.2. 2028 Dress Rehearsal and 2030 Census Operating Parameters .................................. 8 11

3.3. Facilities ............................................................................................................. 8 12

3.4. Advanced Technology Integration ........................................................................... 8 13

4. Task Areas ......................................................................................................... 9 14

4.1. Task Area 1 – Procurement and Program Management ........................................... 9 15

4.1.1. Procurement Management .................................................................................... 9 16

4.1.1.1. Procurement Governance .............................................................................. 9 17

4.1.1.2. Staffing and Subcontractor Management ....................................................... 9 18

4.1.1.3. Procurement Risk Management ................................................................... 10 19

4.1.1.4. Communication Management ..................................................................... 11 20

4.1.2. Program Management ......................................................................................... 11 21

4.1.2.1. Program Governance ................................................................................... 11 22

4.1.2.2. Schedule Management ................................................................................ 12 23

4.1.2.3. Program Quality Management & QASP Performance ..................................... 12 24

4.1.2.4. Program Risk & Issue Management .............................................................. 13 25

4.1.3. Data Call and Audit Support ................................................................................ 13 26

4.1.4. Operational Readiness Reviews .......................................................................... 14 27

4.1.5. Soft Launch and Production Validation ................................................................ 14 28

4.1.6. Lessons Learned Management ............................................................................ 14 29

4.1.7. Transition Management ...................................................................................... 15 30

4.1.7.1. Transition-In ................................................................................................ 15 31

4.1.7.2. Transition-Out ............................................................................................. 15 32

4.1.8. Meetings and Reporting ....................................................................................... 16 33

4.1.8.1. Kick-Off Meeting.......................................................................................... 16 34

4.1.8.2. Weekly Status Report and Meeting ............................................................... 16 35

4.1.8.3. Monthly Cost and Schedule Report and Meeting ........................................... 17 36

4.1.8.4. Program Management Review (PMR) ............................................................ 17 37

4.1.8.5. Monthly Risk and Issue Reporting................................................................. 17 38

4.2. Task Area 2 - Technology Execution ..................................................................... 17 39

4.2.1. Contact Center Technology Suite ........................................................................ 17 40

4.2.1.1. Contact Center as a Service (CCaaS) ........................................................... 18 41

4.2.1.2. Omni-Channel Inbound Contact Routing ..................................................... 18 42

4.2.1.3. Callback System ......................................................................................... 19 43

4.2.1.4. Interactive Voice Response .......................................................................... 19 44

4.2.1.5. Chatbot and Live Chat Operations ............................................................... 20 45

4.2.1.6. Conversational AI ........................................................................................ 20 46

4.2.1.7. AI Enabled Agent Assist ............................................................................... 21 47

4.2.1.8. CSR Desktop Application ............................................................................. 21 48

4.2.1.9. Contact Recording ...................................................................................... 22 49

4.2.2. Testing, Integration, and Deployment Environments ............................................. 22 50

4.2.3. Data Interfaces .................................................................................................. 24 51

4.3. Task Area 3 - IT Infrastructure ............................................................................. 24 52

4.3.1. General Infrastructure & Scalability ..................................................................... 25 53

4.3.2. IT Contingency and Disaster Recovery ................................................................. 25 54

4.3.3. IT Security ........................................................................................................... 25 55

4.3.4. Large-Scale Events Preparedness and Response ................................................. 26 56

4.3.5. Monitoring, Logging & Reporting .......................................................................... 26 57

4.4. Task Area 4 - Facilities ........................................................................................ 27 58

4.4.1. Facility Planning and Configuration ..................................................................... 27 59

4.4.2. Physical Security ................................................................................................ 28 60

4.5. Task Area 5 - Asset Management ......................................................................... 29 61

4.6. Task Area 6 - Operations and Service Delivery ...................................................... 29 62

4.6.1. Contact Center Operations ................................................................................. 29 63

4.6.2. Respondent Services .......................................................................................... 30 64

4.6.3. Workforce Management & Command Center ....................................................... 31 65

4.6.4. Contact Center Staff ........................................................................................... 31 66

4.6.5. Contact Center Staff Training .............................................................................. 33 67

4.6.6. Operational Performance Management ............................................................... 34 68

4.6.7. Operations Analytics and Reporting ..................................................................... 34 69

4.6.8. Quality Monitoring and Program-Level Quality Assurance (QA) ............................. 35 70

4.6.8.1. Omni-Channel Contact Quality Monitoring ................................................... 35 71

4.6.8.2. Standard Operating Procedures (SOPs) ........................................................ 36 72

4.6.8.3. Knowledge Management ............................................................................. 36 73

4.6.9. Technical Close-Out ........................................................................................... 37 74

End of Section .......................................................................................................... 38 75

1. Introduction 78

The United States Census Bureau (USCB) is a principal federal agency within the Department of 79 Commerce (DOC) and serves as the Nation’s primary source of statistics on the U.S. population, 80 housing, and economy. 81

The USCB’s major programs include periodic censuses, current surveys, and a wide range of 82 reimbursable work performed on behalf of other agencies. 83

The reliable collection, preparation, tabulation, and dissemination of demographic and economic 84 statistics are vital to USCB’s overall mission and strategic objectives. To fulfill this critical mission 85 and address the evolving data needs of its users, USCB increasingly relies on information 86 technology (IT) to improve the timeliness and quality of its statistical products. USCB develops, 87 processes, and maintains extensive collections of basic data about the nation’s people and 88 economy (e.g., over 100 million survey responses and administrative records collected across 89 multiple years and regions). Additionally, the USCB relies on the ability to continuously update and 90 maintain a national repository of geospatial data which serves as the foundation for all statistical 91 data produced by the USCB. 92

Article I, Section 2 of the United States Constitution and 13 U.S.C. § 141, mandates that a 93 nationwide census be conducted every ten (10) years to determine the appointment of 94 representatives among the states. The Decennial Census is the nation’s oldest and most 95 comprehensive source of population data. Its primary objective is to count everyone once, only 96 once, and in the right place. 97

In support of the 2030 Census, the USCB is seeking a Contractor to perform the requirements 98 described in this document. Under the direction of the Government, the selected Contractor will be 99 responsible for designing, testing, and operating an omni-channel contact center in support of the 100 2030 Census Questionnaire Assistance (2030 CQA) program, which also includes the 2028 Dress 101 Rehearsal and 2030 Census operation, detailed in the 2030 Census Operational Plan (Attachment 102 J-1). 103

1.1. Census Questionnaire Assistance (CQA) Program Background 107

The 2030 CQA Program is a functional group within the USCB responsible for providing support to 108 respondents through voice and chat channels. The program’s purpose is to assist individuals in 109 understanding and completing the Census questionnaire, addressing specific questions related to 110 the form itself as well as Census policies and procedures. 111

The CQA Program supports both the 2030 Census and the 2028 Dress Rehearsal, which serves as a 112 comprehensive test of operational readiness and system integration ahead of the Decennial 113 Census. The USCB is currently preparing for the 2030 Census, which will be the 25th population 114

Please note that the attachments referenced in this document are not currently included but will be attached in a future version release.

count in U.S. history and will include residents of all 50 states, the District of Columbia, and five 115 U.S. territories. 116

1.2. 2030 CQA Program Objectives 117

The 2030 CQA Program will facilitate respondent participation during the 2030 Census by providing 118 support across multiple communication channels (e.g., voice, voicebots, chat, chatbots). CQA will 119 assist individuals in understanding and completing the Census questionnaire, including fielding 120 questions and, in some cases, guiding respondents through the interview process. 121

The 2030 Census will follow a web-first operational model, encouraging respondents to complete 122 the questionnaire online via the Census Web interface. To support this approach, the CQA program 123 will provide assistance to respondents who experience difficulties with the online form, require 124 clarification, or need alternative methods of response, such as requesting questionnaire status or 125 paper questionnaire fulfillment. 126

The CQA Program will utilize both automated and live support across voice and chat channels. 127 Automated services, such as Interactive Voice Response (IVR) systems and chatbots, will handle 128 routine interactions such as frequently asked questions, providing questionnaire status updates, 129 and paper questionnaire fulfillment. Customer Service Representatives (CSRs) will be available to 130 handle both routine and more complex inquiries. 131

To enhance service delivery, the USCB is anticipating the integration of artificial intelligence (AI) 132 technologies for both voice and chat assistance. These tools will be incorporated into the CQA 133 technical solution to improve CSR efficiency by proactively assisting during phone and chat 134 interactions and to enhance user experience while being monitored by CSRs. 135

The primary goals and objectives for the 2030 CQA Program are to: 136

• Handle more than 13.5 million inbound contacts (via voice and chat combined) over an 137 operational period of approximately 4.5 months while meeting quality and service level 138 expectations. For reference, over 50 percent of the 13.5 million inbound contacts (voice 139 only) during 2020 CQA were received within the first four weeks of operations as detailed in 140 the 2020 Census Questionnaire Assistance Operational Assessment Report (Attachment J-141 2). 142

• Leverage advanced technologies (e.g., AI) to proactively assist CSRs during live calls, chats 143 and employ voicebots and chatbots wherever feasible to enhance service quality and 144 operational efficiency, while also ensuring all solutions are cost-effective or deliver 145 measurable cost savings. 146

• Provide assistance to respondents completing the 2030 Census questionnaire, including 147 support for answering all required questions. 148

• Provide respondents with the option to submit their data over the phone utilizing a Census-149 developed data collection instrument. 150

• Provide questionnaire completion status to help respondents confirm whether their 151 submission has been received and processed. 152

• Fulfill requests for paper questionnaire forms for respondents who prefer a non-digital 153 response method. 154

• Address questions related to Census processes and operations, ensuring respondents 155 receive accurate and timely information. 156

• Capture respondent interaction metadata and analytics to evaluate the performance and 157 effectiveness of CQA operations. 158

• Develop and implement data-driven quality assurance methods to assess the accuracy 159 and completeness of data captured during respondent interactions, ensuring CSRs, 160 voicebots, and chatbots consistently deliver USCB-approved information. 161

• Provide specialized CQA-related operations support: 162 o Group Quarters (GQ) operations – Voice-only assistance using an IVR system and 163 live CSR support tailored to GQ needs. Group quarters are defined as places where 164 people live or stay in a group living arrangement that is owned or managed by an 165 organization providing housing and/or services for the residents. 166 o Field Infrastructure operations – Voice-only assistance using an IVR system for Pre-167 employment (recruiting, application status, onboarding information) and Employee 168 Support (IT support, payroll information, security incident) with the ability to route 169 calls to other Census Bureau areas. 170

2. 2030 CQA Scope 171

The USCB is seeking to acquire a comprehensive contact center solution to support the 2030 CQA 172 Program. The solution must encompass all necessary technology, infrastructure, personnel, and 173 processes required to design, implement, test, refine, operate, and decommission the CQA 174 contact center systems and facilities. The solution must be capable of supporting omni-channel 175 respondent interactions, including voice and chat, and align with the USCB’s operational and 176 technical requirements. Additionally, the solution must align with industry best practices, and 177 comply with all applicable USCB policies and regulations, and relevant federal laws. 178

The 2030 CQA procurement scope of work covers both the 2028 Dress Rehearsal (Attachment J-4) 179 and 2030 Census (Attachment J-5). The 2028 Dress Rehearsal is a major field test by the USCB, 180 acting as a simulation and operational dry run to ensure readiness for the 2030 Census. For the 181 CQA Program, the following aspects are expected to be supported for the Dress Rehearsal and the 182 2030 Census: 183

• Preparations for the 2028 Dress Rehearsal – This encompasses all CQA aspects leading 184 up to 2028 Dress Rehearsal live operations, including detailed planning, system 185 development, obtaining an Authorization to Operate (ATO) and integration activities. It 186 includes system testing aspects as well as recruiting and staffing to support operations 187 during the Dress Rehearsal. 188

• 2028 Dress Rehearsal Live Operations – The 2028 Dress Rehearsal will serve as a full-189 scale test of the CQA solution and will support respondent interactions from approximately 190 mid-March 2028 to the end of July 2028. This effort will test the CQA operational model, 191 contact center systems, and procedures. It includes live testing of contact center 192 operations, system performance, and respondent support workflows. The Dress Rehearsal 193 provides an opportunity to validate CQA readiness for the 2030 Census while offering 194 critical insights to refine the solution. 195

• Preparations for the 2030 Census – Following the Dress Rehearsal, lessons learned will be 196 analyzed to refine and finalize the CQA systems design, integration, and operational 197 planning for the 2030 Census. These preparations include scaling infrastructure, refining 198 processes, performance testing, maintaining ATO, and preparing facilities and personnel 199 for the CQA solution to support full 2030 Census operations. 200

• 2030 Census Live Operations – The CQA solution will be fully deployed to support 201 respondent interactions from approximately mid-March 2030 to the end of July 2030. After 202 CQA operations are concluded, the contact center systems and facilities will be 203 decommissioned and a comprehensive analysis of the CQA program will be conducted to 204 support procurement closeout. 205

Also included in 2030 CQA procurement scope is specialized support (voice only) for non-CQA 206 operations including GQ and Field Infrastructure, detailed in Respondent Services (Attachment J-207 7). 208

All work performed under this procurement shall be conducted within the Contiguous United 209 States (CONUS). 210

3. 2030 CQA Solution Assumptions 211

This section outlines the Government’s assumptions and plans for managing the 2030 CQA 212 contact center operations. These assumptions inform the design, implementation, and oversight of 213 the contact center solution and reflect the Government’s intent to leverage cost-effective modern 214 technologies and best practices to enhance operational efficiency and service quality. 215

3.1. Program Execution 216

The Government will maintain oversight of all aspects of procurement execution. Performance will 217 be monitored and evaluated using the methods defined in the Quality Assurance and Surveillance 218 Plan (QASP) (Attachment J-10), including formal deliverables, site visits, and Government 219 feedback. The Government will issue requests for changes as needed and reserve the right to 220 inspect and monitor all components of the contact center solution. 221

The Government retains the authority to review and approve all applications, system processes, 222 designs and configuration changes prior to implementation. Additionally, the Government will 223 review systems for compliance with applicable security policies, procedures, and audit 224 requirements throughout the procurement. 225

To accommodate evolving operational needs or policy changes, the Government reserves the right 226 to adjust priorities and redirect activities within the scope of the procurement. Only the 227 Government is authorized to approve access to its networks and associated systems. 228

3.2. 2028 Dress Rehearsal and 2030 Census Operating Parameters 229

The Government plans to incorporate AI technologies to automate contact handling (voice and 230 chat), streamline manual processes, and improve overall service quality and operational 231 efficiency. This includes, but is not limited to, AI-enabled tools for quality management, workforce 232 management, and agent assist. 233

The Government will require approval of any solutions and materials that may be presented to 234 respondents during live operations. 235

The Government will provide approved FAQs, CSR scripts, and messaging in all required 236 languages. Internal-facing requirements (e.g., help desk operations or Standard Operating 237 Procedures (SOPs) for internal workflows) should be recommended by the Contractor. 238

Detailed operational parameters for both the 2028 Dress Rehearsal and 2030 Census, including 239 duration, hours of operations, estimated contact volumes, and expected contact characteristics 240 such as Average Handle Time (AHT) and distribution between contact type are provided in the 241 following documents: 2028 CQA Dress Rehearsal (Attachment J-4), 2030 CQA Operations 242 (Attachment J-5) and 2028 Dress Rehearsal and 2030 Expected Workload (Attachment J-6). 243

3.3. Facilities 244

The Government will not dictate location or number of contact centers and auxiliary facilities if they 245 are located within CONUS locations. The Government will provide security requirements for the 246 CQA facilities. 247

2030 CQA services may be performed at remote locations not directly managed by the Census 248 Bureau, subject to any other approvals as required by Census Bureau policy. The COR may 249 temporarily authorize performance of CQA services under this procurement at the Contractor’s 250 individual place of residence. 251

3.4. Advanced Technology Integration 252

The Government assumes the Contractor will incorporate advanced technologies, including AI, 253 into the CQA solution where it is feasible to enhance productivity, improve service quality, and 254 deliver measurable cost benefits. This includes leveraging AI-enabled tools for quality 255 management, workforce optimization, and agent assist capabilities, as well as integrating AI 256 solutions or voice and chat interactions to streamline manual processes and improve user 257 experience. The Contractor is expected to propose and implement AI-driven enhancements that 258 align with operational requirements and demonstrate efficiency gains and cost-effectiveness 259 throughout the procurement lifecycle. 260

4. Task Areas 261

4.1. Task Area 1 – Procurement and Program Management 262

All procurement deliverables and work products shall be developed, produced, maintained, and 263 submitted in full accordance with the requirements, formats, acceptance criteria, and 264 performance standards established in Section XX – Deliverables and Performance and the 265 Performance Matrix. 266

4.1.1. Procurement Management 267

The Contractor shall provide procurement management activities to support the establishment 268 and execution of procurement governance, management processes, administrative controls, and 269 operations necessary to manage and coordinate all procurement-administrative tasks as 270 described below. 271

4.1.1.1. Procurement Governance 272

The Contractor shall support establishment and operation of the organizational structure, 273 management processes, controls, and documentation practices required to oversee procurement 274 execution and ensure compliance with applicable standards, policies, and Government 275 procedures. 276

The Contractor shall: 277

1. Provide the overall management framework, governance, structure, and controls to 278 effectively manage the requirements of this procurement. 279

2. Provide a Contractor Program Management Office (CPMO) dedicated exclusively to this 280 procurement, including a Program Manager and a designated back-up, responsible for 281 executing all management aspects; providing centralized oversight and communication; 282 and ensuring contractor compliance with the requirements. 283

3. Develop, document, implement, maintain, and adhere to a Contract Management Plan 284

(CMP). 285

4. Manage all technical and administrative requirements in alignment with recognized project 286 management standards, including the latest publication of the Project Management 287 Institute’s (PMI) The Guide to the Project Management Body of Knowledge (PMBOK®), and 288 implement processes that incorporate governance and decision-making protocols; 289 schedule, cost, and quality controls; issue and risk management; deliverable tracking; 290 change management; and compliance verification. 291

5. Obtain formal CO approval before implementing any change to scope, cost, or schedule, 292 and maintaining a detailed Change Log. 293

4.1.1.2. Staffing and Subcontractor Management 294

The Contractor shall support the recruiting, onboarding, supervision, retention and oversight of all 295 personnel and subcontractor resources required for performance under this procurement. 296

The Contractor shall: 297

1. Develop, deliver, and maintain a Staffing Plan and Subcontractor Management Plan that is 298 to be submitted as a part of the CMP. 299

2. Develop, deliver, and maintain a comprehensive Staffing Matrix that is to be submitted as a 300 part of the Monthly Contract Administration Status Report (MCASR). 301

3. Maintain an up-to-date Internal Use Software (IUS) report that is to be submitted as a part 302 of the MCASR. 303

4. Recruit, vet, assign, manage, and supervise all personnel working under this procurement. 304

5. Provide only U.S. Citizens who are capable of obtaining a favorable USCB suitability 305 assessment. 306

6. Establish and execute onboarding processes for all personnel, including required 307 documentation, suitability submissions, and access requirements. 308

7. Initiate and monitor the Census Investigative Services (CIS) suitability assessment, 309 including conducting quality assurance reviews of all suitability documentation prior to 310 submission to CIS to ensure accuracy, completeness, and timeliness. 311

8. Obtain COR notification of a favorable suitability assessment for each staff member prior to 312 commencing work, accessing Government facilities or systems, or charging labor to the 313 procurement. 314

9. Provide notification, in writing, to the Contracting Officer’s Representative (COR) of 315 personnel being offboarded as soon as possible but no later than twenty-four (24) hours 316 after the exit. 317

10. Retain personnel-related documentation and provide such records to the Government 318 upon request. 319

11. Maintain the required level of expertise and competency of all personnel by ensuring 320 individuals remain current with evolving technologies and by assuming full responsibility for 321 role-appropriate training and requiring personnel to maintain required professional 322 certifications, accreditations, and proficiencies, at no additional cost to the Government. 323

12. Provide oversight and tracking for all mandatory USCB and Decennial Program training, 324 ensuring all personnel complete required training prior to deadlines specified by the COR. 325

13. Provide the ability to meet surge requirements by rapidly augmenting staff and responding 326 to unforeseen, ad hoc, or shifting priorities. 327

14. Assist the Government with the timely tracking and receipt of Government Furnished 328 Equipment/Government Furnished Information (GFE/GFI), Government system accesses, 329 passwords, etc. 330

15. Comply with USCB physical and personnel security guidelines. 331

4.1.1.3. Procurement Risk Management 332

The Contractor shall support the proactive identification, assessment, mitigation, monitoring, and 333 escalation of risks and issues that could impact contractual performance, cost, schedule, quality, 334 or compliance. Procurement risks reported under this subsection shall be included in the Monthly 335 Issue Risk & Issue Report. 336

The Contractor shall: 337

1. Maintain an active, documented risk management process, including identification, 338 assessment, prioritization, mitigation, and monitoring of all procurement-execution risks. 339

2. Develop and maintain a Risk Register. 340

3. Develop and execute risk mitigation and/or avoidance plans in coordination with the COR 341 and/or Contracting Officer (CO). 342

4. Report risks, issues, and mitigation plans in all required weekly and monthly reports. 343

5. Provide immediate notification to the COR and/or CO of any urgent or high-impact risks 344 affecting cost, schedule, performance, compliance, or continuity. 345

4.1.1.4. Communication Management 346

The Contractor shall support the establishment of clear, timely, and collaborative communication 347 channels, coordination mechanisms, and meeting cadences between the Contractor and 348 Government to support effective procurement administration, decision-making, coordination, and 349 documentation. 350

The Contractor shall: 351

1. Establish and maintain a Communication Plan. 352

2. Provide timely notifications of all scheduled and unscheduled events or issues impacting 353 performance. 354

3. Establish escalation and crisis-handling procedures for root cause analysis and resolution, 355 to the Government’s satisfaction, of major issues. 356

4. Utilize Government-approved communication tools and file formats for all reporting and 357 information exchange. 358

5. Maintain a Communications and Decision Log to track key communications and decisions. 359

4.1.2. Program Management 360

The Contractor shall provide program management activities to support integrated planning, 361 monitoring, control, and coordination of program execution across schedule, quality, risk, 362 readiness, and cross-team collaboration as described below. 363

4.1.2.1. Program Governance 364

The Contractor shall support the Contractor’s use of Government-issued program governance 365 artifacts, standards, and processes to ensure that all program execution activities conform to 366 Decennial requirements, operational frameworks and oversight expectations. 367

The Contractor shall: 368

1. Leverage and align with USCB and Decennial governing artifacts, including the: 2030 369 Census Integration & Implementation Plan (IIP) (Attachment J-24); 2030 Census 370 Operational Delivery Management Plan (ODMP) (Attachment J-25); the 2030 Census Test & 371 Evaluation Master Plan (TEMP) (Attachment J-22); 2030 Census IT Defect Management Plan 372 (Attachment J-26); Decennial Systems Engineering Management Plan (SEMP) (Attachment 373 J-21); 2030 Census Program Requirements Management Plan (REMP) (Attachment J-23); 374 and all other applicable Decennial program documents, plans, standards and governance 375 requirements. 376

2. Implement and execute program change management processes. 377

3. Store all deliverables, work products, artifacts, and supporting documentation in the 378 Government-specified document repository accessible to both the CPMO and the 379 Government Program Management Office (GPMO). 380

4. Adhere to the USCB Rules of Behavior for Privileged Users policy which governs the 381 conduct of all personnel with elevated privileges to Department of Commerce and USCB 382 networks, data, information technology systems and resources. 383

4.1.2.2. Schedule Management 384

The Contractor shall support the development, integration, and maintenance of schedule artifacts 385 and planning inputs required to coordinate work across the procurement, including the alignment 386 of the Contractor Work Breakdown Structure (CWBS), Decennial Work Breakdown Structure 387 (DWBS) (Attachment J-27), and the Decennial Integrated Master Schedule (IMS). 388

4.1.2.2.1. Contractor Work Breakdown Structure (CWBS) 389

The Contractor shall: 390

1. Develop, deliver, and maintain a detailed CWBS. 391

2. Provide and maintain a CWBS Dictionary. 392

4.1.2.2.2. Decennial IMS Inputs and Schedule Integration 393

The Contractor shall: 394

1. Provide all required schedule inputs to the Government for incorporation into the Decennial 395 IMS, ensuring completeness, accuracy, and traceability to the CWBS and associated 396 deliverables. 397

2. Assign unique CWBS identifiers to each schedule activity and milestone to maintain one-398 to-one traceability between the schedule, CWBS, deliverables, risks, and reporting. 399

4.1.2.3. Program Quality Management & QASP Performance 400

The Contractor shall support the monitoring, control, and continuous improvement of program 401 execution and compliance with Government quality surveillance requirements, including 402 development and maintenance of the Quality Control Plan (QCP), participation in QASP 403 (Attachment J-10) activities and program-level defect prevention and resolution. 404

The Contractor shall: 405

1. Develop, deliver, maintain, and adhere to a QCP. 406

2. Assess and document quality assurance/quality control lessons learned throughout the 407 lifecycle of the procurement. 408

3. Identify and report risks or issues that may impact QASP performance metrics, including 409 staffing risks, workload changes, system constraints, and process challenges, along with 410 mitigation strategies. 411

4. Provide advanced notice of any anticipated performance deviations from QASP standards, 412 including justifications, impact assessment, and proposed mitigations. 413

5. Participate in a Monthly QASP Performance Meeting, as well as any other ad-hoc reviews 414 that may arise during the monthly cycle, to review the Government’s assessment of the 415 Contractor’s performance. 416

6. Prevent rework and ability to extend existing functionalities and features by planning and 417 prioritizing appropriately. 418

7. Ensure key work products, deliverables and ad-hoc tasks are completed on time and in 419 accordance with established requirements, schedules, and quality standards. 420

8. Work with Government stakeholders and GPMO to track and mitigate urgent defects as 421 they occur. 422

9. Ensure that all defects are managed and tracked in a timely manner, that is accepted by the 423 stakeholders and GPMO. 424

4.1.2.4. Program Risk & Issue Management 425

The Contractor shall support the identification, documentation, communication, and mitigation of 426 risks and issues that may affect program-level performance or outcomes. Program-level risks 427 reported under this subsection shall be included in the Monthly Risk & Issue Report. 428

The Contractor shall: 429

1. Identify, document, and communicate to the GPMO project risks, mitigations, 430 contingencies, and issues. 431

2. Support/participate in and respond to USCB risk management activities. This includes 432 responding to information requests, supporting processes or procedures, maintaining 433 and/or updating documentation, and attending both scheduled and ad-hoc meetings. 434

3. Capture meeting notes and action items for program-level risk meetings that are jointly 435 attended by federal and contractor staff and storing them in a centralized location that is 436 accessible to all appropriate Government and Contractor management personnel. 437

4.1.3. Data Call and Audit Support 438

The Contractor shall facilitate the collection, analysis, and reporting of relevant data and 439 information required for procurement audits or data calls. 440

The Contractor shall: 441

1. Support internal and external procurement audits on work performed under this 442 procurement. 443

2. Support internal and external (e.g., Department of Commerce (DOC) & Government 444 Accountability Office (GAO) inquiries) data calls related to work performed under this 445 procurement. 446

3. Support the timely production and presentation of materials in support of Decennial 447 Census Programs’ data calls and oversight requests (e.g., GAO, Office of the Inspector 448 General (OIG)). 449

4.1.4. Operational Readiness Reviews 450

The Contractor shall support Operational Readiness Reviews (ORR), which provides the 451 Government confirmation that required capabilities, processes, and resources are prepared for 452 upcoming operational phases or deployments. 453

The Contractor shall: 454

1. Schedule and conduct an ORR with Government stakeholders to present readiness 455 evidence and obtain phase-gate approval. 456

2. Participate in business and technical interchange meetings and support data to ensure 457 agenda items are fully covered. 458

4.1.5. Soft Launch and Production Validation 459

The Contractor shall provide soft launch and production validation services to confirm production 460 readiness and ensure that the solution performs as intended under real-world operation conditions 461 prior to full go-live. 462

The Contractor shall: 463

1. Schedule and conduct a soft launch in the production environment with Government 464 stakeholders to demonstrate production readiness in a manner that is alignment with real-465 world production operations, that validates all aspects of the solution in production, in 466 alignment with the Decennial Program’s existing soft launch milestone dates, as directed. 467

2. Replan and conduct new soft launch, if necessary, once any defects have been resolved, as 468 directed. 469

4.1.6. Lessons Learned Management 470

The Contractor shall support the collection, analysis, documentation, and application of insights to 471 improve processes, coordination, and performance throughout the life of the procurement. 472

The Contractor shall: 473

1. Execute a Lessons Learned Management process that captures insights, findings, and 474 improvement opportunities derived from all procurement-administrative activities (e.g., 475 onboarding, reporting, compliance, invoicing). 476

2. Capture lessons learned throughout procurement execution. 477

3. Conduct periodic reviews, including at major program checkpoints, to analyze what worked 478 well, what did not, and what changes are required to improve performance, processes, and 479 coordination across Contractor and Government teams. 480

4. Incorporate lessons learned into updates of management artifacts, including the CMP, 481 QCP, Staffing Plan, Subcontractor Management Plan, Communications Plan, Transition 482 Plans, and relevant execution-level plans. 483

5. Maintain a Lessons Learned Log that is version-controlled, and accessible to the 484 Government. 485

6. Report lessons learned to the Government during regular meetings (weekly, monthly, 486 quarterly), or as otherwise directed. 487

7. Support Government-led lessons learned activities, workshops, or after-action reviews by 488 providing data, documentation, and personnel participation. 489

4.1.7. Transition Management 490

The Contractor shall support a smooth and efficient onboarding process at the start of the 491 procurement and an orderly transition at its conclusion. 492

4.1.7.1. Transition-In 493

The Contractor shall support a smooth and efficient start of performance by establishing the 494 personnel, processes, documentation, access, and resources necessary to initiate work under this 495 procurement and to achieve full operational capability without disruption. 496

The Contractor shall: 497

1. Establish, document, maintain, and submit a Transition-In Plan (TIP) for review and 498 acceptance. 499

2. Execute the TIP, with continual tracking of transition activities, including but not limited to 500 status of staff onboarding activities. 501

3. Participate in the transfer of all applicable knowledge, documentation, artifacts, and 502 operational context from both the Government and, when applicable, from the outgoing 503 Contractor, ensuring continuity of operations and retention of institutional knowledge. 504

4. Conduct ongoing Transition-In meetings with COR to report progress, address issues, and 505 mitigate risks. Meeting frequency shall be coordinated with the COR based on transition 506 needs. 507

4.1.7.2. Transition-Out 508

The Contractor shall support the orderly completion of work at the end of this procurement by 509 ensuring the transfer of knowledge, data, artifacts, documentation, and responsibilities back to the 510 Government, and when applicable, to an incoming Contractor, while maintaining continuity of 511 operations, safeguarding Government information and assets, and closing out all procurement-512 related activities. 513

The Contractor shall: 514

1. Develop, document, implement, maintain, and adhere to a Transition Out Plan (TOP), that 515 ensures an orderly conclusion to the procurement and supports transfer of responsibilities 516 to the Government and, when applicable, the incoming Contractor. 517

2. Coordinate and work in good faith with the Government and/or the incoming Contractor for 518 an orderly and efficient transition of activities performed under this procurement. 519

3. Transfer all applicable knowledge, documentation, artifacts, and operational context to the 520 Government and/or the incoming Contractor, ensuring continuity of operations and 521 retention of institutional knowledge. 522

4. Provide all required close-out documentation, administrative records, and configuration 523 items, including final deliverables, reports, and any other materials requested by the 524 Government. 525

5. Return all Government-Furnished Equipment (GFE) and Government-Furnished 526 Information (GFI) and ensure removal or secure disposition of Government data from 527 Contractor systems. 528

6. Coordinate and implement the TOP with the Government and/or incoming Contractor, 529 providing timely and accurate information, data, and support for close-out reviews and 530 audits. 531

7. Participate in a coordinated close-out effort to address any final Government concerns and 532 confirm completion of all transition and close-out requirements. 533

4.1.8. Meetings and Reporting 534

The Contractor shall support consistent, transparent, and actionable communication of 535 procurement status, risks, costs, schedule, staffing, and performance through structured meeting 536 cadences and standardized reporting. 537

4.1.8.1. Kick-Off Meeting 538

The Contractor shall: 539

1. Coordinate and conduct a Kick-Off meeting with the Government at a mutually agreed time 540 and location. 541

2. Provide meeting materials and status reports to allow for Government review and 542 preparation. 543

3. Provide the Government with kick-off meeting minutes and an action items list from the 544 meeting. 545

4.1.8.2. Weekly Status Report and Meeting 546

The Contractor shall: 547

1. Submit a written weekly status report (WSR). 548

2. Conduct a status meeting to present the WSR. 549

4.1.8.3. Monthly Cost and Schedule Report and Meeting 550

The Contractor shall: 551

1. Develop, document, and maintain a Monthly Cost and Schedule Report. 552

2. Conduct a cost and schedule meeting to present the cost and schedule report. 553

4.1.8.4. Program Management Review (PMR) 554

The Contractor shall: 555

1. Conduct Program Management Reviews (PMR). 556

2. Ensure appropriate technical, operational, and management personnel from the 557 Contractor’s team attend PMRs to support discussion, answer questions, and resolve 558 issues. 559

3. Produce a list of issues, decisions and action items identified during each PMR and submit 560 the meeting minutes and action item tracking list to the GPMO. 561

4.1.8.5. Monthly Risk and Issue Reporting 562

The Contractor shall: 563

1. Develop, document, and maintain a Monthly Risk and Issue Report. 564

4.2. Task Area 2 - Technology Execution 565

The Contractor shall focus on delivering a secure, scalable, and fully integrated technology 566 solution that enables all operational aspects of the 2030 CQA Program. This includes designing, 567 implementing, and maintaining a Census Bureau-authorized Contact Center as a Service (CCaaS) 568 platform, ensuring seamless omni-channel inbound contact routing and handling, and supporting 569 advanced capabilities such as AI-enabled automation. Technology Execution also encompasses 570 rigorous testing and integration processes to validate system performance, security, and 571 compliance, as well as establishing secure data interfaces for accurate and timely information 572 exchange with Government systems. Together, these components form the foundation for reliable, 573 efficient, and high-quality respondent interactions across all supported channels. 574

Task Area 2 also includes specialized support for non-CQA operations such as Group Quarters, 575 and IVR support for the Recruiting Jobs Line and Field Help Desk. 576

4.2.1. Contact Center Technology Suite 577

The Contractor shall implement a comprehensive, secure, scalable, FedRAMP-certified, and 578 Census Bureau-authorized Contact as a Service (CCaaS) solution that enables seamless routing 579 and handling of voice and digital interactions across all supported channels. This includes 580 delivering advanced capabilities such as AI-enabled automation, callback functionality, IVR and 581 chatbot operations, CSR desktop tools, contact recording, analytics, and reporting to meet 582 Government-defined performance standards and SLAs (Attachment J-3). 583

The Census Bureau anticipates the use of transformative AI tools to support the 2030 CQA 584 program. As these AI tools are adopted and integrated, there must be a commitment to provide 585 timely, accurate, and relevant information using transparent methods while protecting 586 confidentiality. With this focus in mind, the contractor shall: 587

1. Comply with all applicable federal AI governance requirements, including but not limited to 588 EO 13960, EO 14179, OMB M-25-21, OMB M-25-22, OMB M-26-04, and any superseding or 589 future Executive Orders and OMB guidance, as well as Census Bureau and Department of 590 Commerce AI policies (Attachment J-35 and Attachment J-36). 591

2. Deliver evidence of compliance with AI governance requirements. 592

4.2.1.1. Contact Center as a Service (CCaaS) 593

The Contractor shall: 594

1. Design, develop, implement and maintain a cloud-native, virtualized FedRAMP-authorized 595 and Census Bureau-authorized CCaaS platform that supports all required voice and digital 596 channels for the 2030 CQA Program. 597

2. Obtain and maintain ATO for all CCaaS components prior to and through the 2028 Dress 598 Rehearsal and 2030 Census operations in accordance with ATO Requirements for Vendors 599 (Attachment J-29). 600

3. Ensure the CCaaS solution integrates seamlessly with Government-provided systems (e.g., 601 data collection instrument, questionnaire status, paper fulfillment), including system 602 specifications and protocols. 603

4. Provide a cloud-based, scalable architecture capable of handling peak volumes without 604 degradation in performance. 605

5. Implement robust change management and configuration control processes for all CCaaS 606 components. 607

4.2.1.2. Omni-Channel Inbound Contact Routing 608

The Contractor shall: 609

1. Implement an inbound contact acceptance and handling system that: 610

• Accepts and processes voice and chat contacts; 611

• Routes contacts based on the time of day, day of week, CSR skill groups (language, 612 channel, etc.), and availability; and 613

• Provides after-hours, (outside of operational hours) holiday, and emergency messaging. 614

2. Configure routing logic to prioritize contacts based on Dialed Number Identification Service 615 (DNIS) and apply special treatment (e.g., bypass IVR, priority queue) for designed phone 616 numbers provided by the Government. 617

3. Enable skills-based routing and dynamic queue management to optimize CSR utilization 618 and meet SLAs. 619

4. Provide Expected Wait Time (EWT) announcements with configurable thresholds. 620

5. Provide the ability to integrate voice and chat routing with the CSR Desktop Application to 621 support: 622

• Functions for calls and chats as necessary (e.g., answer, hold, terminate, transfer, 623 etc.); 624

• Real-time CSR status updates (e.g., available/not available); and 625

• Supervisor monitoring of CSR real-time contact performance and state 626 (available/unavailable). 627

6. Support Computer Telephony Integration (CTI) for synchronized data transfer during 628 all/chat transfers. 629

7. Capture and transmit para-data for all contacts to the Management Reporting System 630

(MRS). 631

4.2.1.3. Callback System 632

The Contractor shall: 633

1. Implement a callback solution that: 634

• Offers callers the option to receive a callback instead of waiting in the queue; 635

• Supports immediate callbacks when a CSR becomes available and schedule call backs 636 at a specified time; and 637

• Allows respondents to select callback to the originating number or an alternate 638 number. 639

2. Provide real-time configuration of callback thresholds. 640

3. Ensure callback functionality for English and Spanish language queues, at a minimum. 641

4.2.1.4. Interactive Voice Response 642

The Contractor shall: 643

1. Deploy an AI-enabled IVR voice-bot solution that: 644

• Handles FAQs using natural language understanding (NLU) in English and Spanish 645 languages; 646

• Collects and verifies alphanumeric inputs. 647

• Supports speech recognition, Dual-Tone Multi-Frequency (DTMF) input, and text-to-648 speech output; 649

• Transfers calls to CSRs upon request or when errors/inactivity occur; and 650

• Plays standard and special announcements (e.g., after hours, holiday, emergency, 651 etc.). 652

2. Ensure consistent voice experience across all automated voice interactions (single voice 653 per language). 654

3. Integrate IVR with other CCaaS components and…