Draft Performance Work Statement.docx

Performance Work Statement (PWS)

Integration Platform General Information

1. General: This is a non-personal services contract to provide a comprehensive platform for admissions and enrollment management. The current applications on AMS have several key gaps in the Directorate’s ability to communicate with prospects and applicants, manage admissions events, query, and report on admissions data, and evaluate applications. The gaps include limited communication methods, limited query ability for end users, ability to manage admissions events, and maintain audit logs as directed in AR 25-2 paragraph 4-10. The online platform will close this gap and resolve identified limitations in current services in one convenient platform that is now maintained in 21 separate AMS apps. The platform also provides an enhanced user experience that candidates expect from a top-tier university with a modern interface and functionality. The Government shall not exercise any supervision or control over the contract service providers performing the services herein. Such contract service providers shall be accountable solely to the Contractor who, in turn is responsible to the Government. The Contractor, in turn, shall be accountable to the Government for Contractor or subcontractor personnel.

1.1 Description of Services/Introduction: The Contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, subject-matter-expertise, and all other items or non-personal services necessary to provide an online engagement platform for USMA as defined in this Performance Work Statement (PWS), except for those items specified as government furnished property and services. The Contractor shall perform in accordance with (IAW) the terms and conditions of the contract and consistently within the established standards in this PWS and contract.

1.2 Background: Each year approximately 12,000 applications are submitted to the United States Military Academy (USMA) at West Point. Currently there are 21 applications in AMS that are used to track prospects, receive applications, communicate, maintain, and review files, schedule visits, receive nominations, and offer appointments. These apps have been added and updated over the years to meet the needs of DAD but lack key features, integration, and modern design. West Point Admissions will leverage the capabilities of Contractor, using it to perform end-to-end functions of admissions. It will also allow for tracking of applicant interest which will tie to larger-scale marketing efforts.

1.3 Goals and Objectives: Utilize one comprehensive platform for admissions and enrollment management. Having a single, unified CRM, outreach and communications, travel management, online applications, application review and slating workflows, congressional nominations portal, Field Force portal, and Summer Leaders Experience portal. Gain time efficiency through a single platform that can be accessed anywhere without VPN to the WREN. Consolidate several purchases including Salesforce (SLE portal), Textedly (text communications), and Zip Code database (match addresses to congressional districts) into one platform.

1.3.1 Empower end users with the ability to query data and make updates without programming or SQL knowledge. The current AMS platform has limited searching ability based on selecting predesignated criteria. Any advanced querying of the applicant pool requires Admission’s Database Manager to write a custom SQL query. Contractor’s platform retains the ability for custom SQL but also provides a robust query feature designed to enable end users obtain the data required for their duties. The platforms on AMS have many hard-coded features that require programmers from the Software Engineering Branch to change. Any change to the application or a workflow is a significant reprogramming effort. Contractor is a no-code or low-code environment that allows admins to manipulate the platform without coding.

1.3.2 Records management: consolidated records management to track when a candidate first shows interest, applies, and submits documents. When a candidate shows interest by requesting information, attending an event, or visiting we will have a profile for them. Currently, Admissions only has profiles for candidates with open applications. Contractor allows DAD to document every interaction and view what emails candidates open and links they click. When adjustments are made to candidates’ profiles or documents there are complete audit logs to view the user and time/date stamp of the modification. That is a key shortcoming in AMS that violates AR 25-2.

1.3.3 Events management: consolidated events calendar allows DAD to manage campus visits and Admission Officer travel in one place. Detailed trip planning allows for Admission Officers to plot candidates on a map to aid in venue planning, invite those candidates, and send customizable instructions. Campus visit functionality includes communication ability, check-in function, and instructions for visiting West Point. Virtual events can be held with screen sharing, interactive polls, and chat features.

1.3.4 Alumni interaction: separate portal page for alumni engagement that would replace the existing Field Force portal. The same modern design and functionality but with only the candidate data DAD wants alumni have access to. Virtual events can be utilized to hold training, so alumni are up to date on Admissions information.

1.3.5 Global SMS: Our current communications method relies on email and phones. Messaging must be timely, and some responses are time sensitive, which removes physical mailing as an option. Candidates receive a large volume of emails, and many are left unread or go to spam/junk folders, so the intended viewer never sees the message. SMS can ensure more reliable delivery and is read at a significantly higher rate than email. Candidates are more likely to read and respond to a text than an email. Global SMS from Contractor will allow Admissions to build campaigns, send texts to candidates with an open application, and respond to texts using an integrated dashboard. SMS can also be used to notify candidates of released publications, important surveys, and of scheduled events.

1.3.6 Mass emails: Current mass emails require use of HTML code to build the message. Contractor provides mass emailing capabilities without requiring knowledge of HTML. While mass SMS is preferred, not all messages and/or resources can be provided over text.

1.3.7 Summer Leaders Experience: Contractor allows for a separate portal for summer programs that can replace the current Salesforce contract. This would save on cost and also integrate the regular admissions process with the summer program. Currently, candidates are evaluated on AMS and then manually exported to Salesforce. While candidates are working through the registration process their status is not updated in AMS unless I.T. staff do a manual update. This leaves Admissions officers unable to view the status of their candidates and advise them as necessary. Contractor integrates all admissions functions so there is not a need for two systems that don’t communicate.

1.4 Scope: Vendor/Contractor will provide the customer relationship management (CRM) for USMA Admissions enrollment management.

1.5 Period of Performance (POP): Base 12 months.

Base Year: One (1) sixteen (12) month period Option Years: Two (4), twelve (12) month option periods

1.6 Quality Control: Quality Control is entirely the responsibility of the Contractor. The Contractor is responsible for the delivery of quality services/supplies to the Government (see FAR 52.246-1 Contractor Inspection Requirements).

1.7 Quality Control Program: The Government is committed to a highly interactive relationship between quality control by the Contractor and quality assurance by the government recipient of services. This relationship shall be achieved through an effective Prevention Based Quality Control Program dedicated to ensuring the best possible products and services to end users. The Contractor shall provide the Contracting Officer’s Representative (COR) and the Contracting Officer (KO) with a final written Quality Control Plan (QCP) no later than (NLT) ten (10) days after contract award, and within five (5) days of any proposed changed.

1.7.1 The Contractor’s quality program shall demonstrate its prevention-based outlook by meeting the objectives stated in the PWS throughout all areas of performance. The QCP shall be developed to specify the Contractor’s responsibility for management and quality control actions to meet the terms of the contract. The QCP at a minimum shall address continuous process improvement; procedures for scheduling, conducting and documentation of inspection; discrepancy identification and correction; corrective action procedures to include procedures for addressing Government discovered non- conformances; procedures for root cause analysis to identify the root cause and root cause corrective action to prevent re-occurrence of discrepancies; procedures for trend analysis; procedures for collecting and addressing customer feedback/complaints.

1.7.2 The Contractor shall provide, within 24 hours, all reports generated as a result of the Contractor’s quality control efforts. This shall include any summary information used to track quality control, including any charts/graphs.

1.7.3 The Contractor’s QCP shall be incorporated into and become part of this contract after the plan has been accepted by the KO. Proposed changes made after KO acceptance shall be submitted in writing through the COR to the KO for review and acceptance prior to implementing any revision. The Contractor’s QCP shall be maintained throughout the life of the contract and shall include the Contractor’s procedures to routinely evaluate the effectiveness of the plan to ensure the Contractor is meeting the performance standards and requirements of the contract.

1.8 Contractor Discrepancy Report (CDR): When the Contractor's performance is unsatisfactory, a CDR will be issued. The Contractor shall reply in writing within five (5) business days from the date of receipt of the CDR, giving the reasons for the unsatisfactory performance, corrective action taken, and procedures to preclude recurrence.

1.9 Quality Assurance: The COR will evaluate the Contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan (QASP). This plan is primarily focused on what the COR must do to ensure that the Contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable defect rate(s). When an observation indicates defective performance, the COR will require the Contractor or designated on-site representative to initial the observation to acknowledge the defective performance. The acknowledgement of the observation does not necessarily constitute Contractor concurrence with the observation, only that the Contractor has been made aware of the defective performance.

1.10 Place of Performance: The work to be performed under this contract shall be accomplished at the Contractor’s place of work. Conference calls to discuss results and recommended strategy modifications will facilitate communication; Contractor will provide means to conduct conference calls and conduct primary research at their discretion.

1.11 Minimum Qualifications: The Contractor shall meet or exceed the minimum qualifications:

1.11.1 The Contractor shall be responsible for ensuring all personnel performing work under this contract possess and maintain current certifications as indicated in this PWS.

1.11.2 Contractor personnel performing work under this contract shall be able to read, write, speak, and understand the English language to effectively carry out all contract requirements. They shall have a command of both the written and spoken English language to communicate in person properly, clearly, and effectively or via electronic devices (telephone or Email) with co-workers, customers, and the public.

1.11.3 Contractor will maintain an inventory of physical devices, software, and logical communication and data flow mapping.

1.11.4 Contractor will have cybersecurity roles and responsibilities established for the entire workforce and 3rd party associates/stakeholders.

1.11.5 Contractor will have internal and external threats identified and documented with business impacts and risk responses identified.

1.12 Contractor Manpower Reporting: The contractor will report ALL contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for the United States Military Academy (USMA) via a secure data collection site. The contractor is required to completely fill in all required data fields using the following web address: http://www.sam.gov.

1.12.1 Reporting inputs will be for the labor executed during the period of performance during each Government FY, which runs from October 1 through September 30. While inputs may be reported any time during the FY, all data shall be reported no later than October of each calendar year, beginning with 2022.

1.13 Post Award Conference/Periodic Progress Meetings: The Contractor shall attend any post award conference convened by the contracting activity or contract administration office in accordance with Federal Acquisition Regulation (FAR) Subpart 42.5. The post award conference will also be utilized to ensure contractor understands all HSPD-12 requirements, if applicable. The KO, COR (and other government personal) will hold a quarterly progress meeting with the Contractor to review the Contractor's performance. At these meetings, the KO and COR will apprise the Contractor of how the Government views the Contractor's performance and the Contractor will apprise the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the Government.

1.14 Contracting Officer Representative (COR): The COR will be identified by separate letter of appointment. The COR monitors all technical aspects of the contract and assists in contract administration. The COR is authorized to perform the following functions: Assures that the Contractor performs the technical requirements of the contract; performs inspections necessary in connection with contract performance; maintains written and oral communications with the Contractor concerning technical aspects of the contract; issues written interpretations of technical requirements, including government drawings, designs, specifications; monitors Contractor's performance and notifies both the KO and Contractor of any deficiencies; coordinates availability of government furnished property, and provides site entry of Contractor personnel. A letter of designation issued to the COR, a copy of which is sent to the Contractor, states the responsibilities and limitations of the COR, especially with regard to changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting contract.

1.15 Key Personnel: Key personnel shall not be added to or removed from the contract without express acknowledgement of the COR. Any changes to the working status of these key personnel shall be transmitted (in writing) to the KO/COR within five (5) working days of the proposed change. If, for any reason, any of the key personnel becomes, or is expected to become, unavailable for work under this contract for a continuous period exceeding 30 workdays the contractor shall promptly replace personnel with personnel who possess qualifications equal to or greater than that of the original employee. The Contractor shall ensure that all key personnel terminated or released from employment under this contract are replaced within five (5) workdays of the termination. The Government considers key personnel for this contract to be the Contractor’s Project Manager (PM) and Alternate Project Manager (APM).

1.15.1 Project Manager (PM): The Contractor shall provide a PM who shall be responsible for the performance of the work under this contract. The name of this person, and an Alternate PM (APM), who shall act for the Contractor when the PM is absent, shall be designated in writing to the KO at the post award conference. The PM or APM shall have full authority to act for the Contractor on all contract matters relating to daily operation of this contract. The PM or APM shall be available between the hours of 8:00 AM to 5:30 PM, Monday through Friday (Contractor’s time-zone), except federal holidays or when the government facility is closed for administrative reasons.

1.16 Data Rights: The government has unlimited rights to all documents/material produced under this contract to the extent permitted by the data rights clauses. The parties mutually acknowledge their understanding that this is the government’s intent. All documents and materials, to include the source codes of any software, produced under this task order shall be government owned and are the property of the government with all rights and privileges of ownership/copyright belonging exclusively to the government. These documents and materials may not be used or sold by the contractor without written permission from the contracting officer. All materials supplied to the government shall be the sole property of the government and may not be used for any other purpose. This right does not abrogate any other government rights.

1.17 Copyrights: The Government owns all copyrights and retains the right to independently reproduce all communications assets or materials that the Contractor produces for the Government in the fulfillment of this contract.

1.18 Organizational Conflict of Interest: In the consideration of Contractor(s) or bids from Contractor(s) to perform the services outlined in this contract or in the award of this contract to a Contractor, the Government is to ensure: (1) The Contractor does not obtain an unfair competitive advantage by establishing the ground rules for a future competition; (2) The Contractor's objectivity and judgment are not biased because of its present or future interests (financial, contractual, organizational, or otherwise) which relate to work performed under this contract; (3) The Contractor does not obtain an unfair competitive advantage by virtue of its access to non-public or proprietary information belonging to others.

1.19 General Constraints. The provisions of FAR Subpart 9.5, Organizational and Consultant Conflicts of Interest, concerning organizational conflicts of interest govern this contract. Potential conflicts may exist in accordance with FAR 9.505-1, Providing Systems Engineering and Technical Direction, through 9.505-4, Obtaining Access to Proprietary Information. In this regard, the Contractor is responsible for identifying any actual or potential organizational conflicts of interest to the KO that arise as the result of performance under this contract. To avoid or mitigate a potential conflict related to performance under this contract, the KO will impose appropriate constraints such as the constraints discussed below. Since it is impossible to foresee all of the circumstances that might give rise to organizational conflicts of interest, the constraints discussed below are not all inclusive and the KO may impose constraints other than, or in addition to, the constraints listed below.

1.19.1 The Contractor agrees that if it provides, under a contract or task order or delivery order, systems engineering and technical guidance for systems and programs, but does not have overall contractual responsibility, it will not be allowed to be awarded a contract or task or delivery order to supply the system or any of its major components or be a subcontractor or consultant to a supplier of the system or any of its major components (FAR 9.505-1).

1.19.2 The Contractor agrees that if it prepares complete specifications for non- developmental items or assists in the preparation of work statements for a system or services under a contract or task order or delivery order, it will not be allowed to furnish these items, either as a prime Contractor, a subcontractor or as a consultant (FAR 9.505- 2).

1.19.3 The Contractor agrees that it will neither evaluate nor advise the Government with regard to its own products or activities. The Contractor will objectively evaluate or advise the Government concerning products or activities of any prospective competitors (FAR 9.505-3).

1.19.4 The Contractor agrees that if it gains access to proprietary information of other companies, it will exercise diligent effort to protect such proprietary information from unauthorized use or disclosure (FAR 9.505-4). In addition, the Contractor agrees to protect the proprietary information of other organizations disclosed to the Contractor during performance of this contract with the same caution that a reasonably prudent Contractor would use to safeguard highly valuable property. The Contractor shall provide copies of such agreements to the Government.

If the Contractor, in the performance of this contract, obtains access to plans, policies, reports, studies, financial plans, data or other information of any nature which has not been released or otherwise made available to the public, the Contractor agrees that without prior written approval of the KO, it shall not: (a) use such information for any private purpose unless the information has been released or otherwise made available to the public, or (b) release such information unless release is otherwise authorized under the contract or such information has previously been released or otherwise made available to the public by the Government.

1.20 Non-Disclosure Agreement(s). The Contractor shall provide the Government with a written and signed Non-Disclosure Agreement (NDA) which shall, in substance, provide that all direct employees and sub-contracted employee for this contact shall not, during his/her employment by the Contractor or thereafter, disclose to others or use for their benefit, information received in connection with the work under this contract, that is controlled, secure, or proprietary to the Government. The Contractor will educate its employees regarding the restrictions imposed by FAR 9.505-4, so that they will not use or disclose proprietary information or data generated or acquired in the performance of this contract, except as provided herein.

1.21 Training. The Contractor shall effectively educate its employees, through formal training, company policy, information directives and procedures, in an awareness of the legal provisions of FAR Subpart 9.5 and its underlying policy and principles, so that each employee will know and understand the provisions of that Subpart and the absolute necessity of safeguarding information from anyone other than the Contractor's employees who have a need to know, and the U.S. Government.

1.22 Conflicts Involving Future Procurements. The award of this contract to the Contractor for the Contractor’s performance of services hereunder shall not constitute or be interpreted as a determination that the Contractor is eligible to participate in future procurements, developmental efforts, implementation efforts, or related activities. Only the KOs for such efforts, applying the rules, principles, and procedures of FAR Subpart 9.5, have the authority to determine whether a conflict exists, in connection with such procurements.

1.23 Representations and Disclosures. The Contractor represents that it has disclosed to the KO, prior to award of this contract, all facts relevant to the existence or potential existence of organizational conflict of interest as that term is used in FAR Subpart 9.5.

1.23.1 The Contractor further represents that if it discovers an organizational conflict of interest or potential conflict of interest after award of this contract, a prompt and full disclosure shall be made in writing to the KO. This disclosure shall include a description of the action the Contractor has taken or proposes to take to avoid or mitigate such conflict.

1.24 Remedies and Waiver. For breach of any of the above restrictions or for non-disclosure or misrepresentation of any relevant facts required to be disclosed concerning this contract, the Government may terminate this contract for default, disqualify the contractor for subsequent related contractual efforts, and pursue such other remedies as may be permitted by law or this contract. If, however, in compliance with section 1.19, the Contractor discovers and promptly reports an organizational conflict of interest (or the potential thereof) subsequent to contract award, the KO may terminate this contract for convenience, if such termination is deemed to be in the best interest of the Government. All parties recognize that this clause has potential effects, which will survive the performance of this contract, and that it is impossible to foresee each circumstance to which it might be applied in the future. Accordingly, the Contractor may at any time seek a waiver from the cognizant KO by submitting a full written description of the requested waiver and the reasons in support thereof (FAR 9.503).

Part 2 Specific Tasks

2.1 Project Management: The Contractor shall be responsible for the overall project management of this contract and for providing the Government with a service solution that is, in itself, complete and ready for use e.g., “turnkey.”

2.2 Evaluation and Support: The Contractor shall, throughout the entire contract, conduct a rigorous evaluation of the various stages of development to include but not exclusively limited to the processes for project management, creative design, and application launch. This is essential for the accurate assessment of the performance and measurement of ROI for this contract as it directly impacts enrollment for the U.S. Military Academy. The measure of applicant quality, as determined by the Government, will be provided to the Contractor by the Government only after a contract is in place.

2.2.1 List Service:

2.2.1.1 Contractor shall provide hosting on Vendor/Contractor platform and login information for an unlimited amount of staff and up to 15,000 applicants to allow access to the platform.

2.2.1.2 Contractor shall provide 99% availability with downtime allowed for maintenance.

2.2.1.3 Contractor shall provide a platform for a customizable student portal with a pre-built structure to communicate with applicants. Applicants can manage application checklists, change mailing, or email addresses; upload materials; register for events; complete additional forms; view decision and financial aid letters and correspondence; and receive additional information about programs.

2.2.1.4 Contractor shall provide a built-in query tool to batch exports in a variety of flat files (fixed-width, delimited, XML) on a scheduled frequency. Ability to receive batch imports in the same manner for mass updates to candidate files.

2.2.1.5 Contractor shall provide query builder that utilizes natural language AI and drag and drop functionality so end users can build queries without the need for IT assistance. User-built queries create custom layers on a map, so users can see where people live, organizations are located, and events have been held.

2.2.1.6 Contractor shall provide full document hosting and management services. Ability to store and organize an unlimited number of documents and videos required for applicants. This ability is for both applicants to self-service upload or for admission staff to do it on their behalf. IT Staff will have the ability to upload documents en masse.

2.2.1.7 Contractor shall provide on-demand technical support to quickly identify and resolve any technical issues encountered by the Government or candidates accessing the online platform.

2.2.1.8 Contractor shall provide the ability to create, schedule, and invite attendees to events. Event templates to create recurring events en masse without the need for additional configurations. Automated messages associated with an event can be triggered upon registration, waitlist registration, and hours before and after an event. Use any of the multi-channel methods allowed within Contractor such as SMS, print, or email.

2.2.1.9 Contractor shall provide automated chatbots are supported through the Inbox Live feature. An artificially intelligent bot uses natural language processing to converse and return appropriate answers. Staff users can provide the opportunity to connect to a live agent to answer questions in real time.

Part 3 Government Furnished Property, Equipment, and Services

3.1 Approvals: The government will provide final approval of all content and materials produced for this contract and will provide operational support to the Contractor to ensure accurate representation of Government’s interests.

3.2 Material: The government will provide the Contractor with all pertinent West Point graphics, images to enable the Contractor to properly brand the West Point page when developing and deploying the platform.

Part 4 Contractor Furnished Items and Services

4.1 General: The Contractor shall provide to the Government all personnel, management, equipment and any other items or services necessary to perform work under this contract that are not listed under Part 3 of this PWS.

4.2 Labor: Contractor shall provide the labor and manpower for services outlined in 4.3.

4.3 Services: Contractor shall provide the Contractor admissions and enrollment CRM platform.

4.4 Knowledge base with comprehensive documentation training videos, and webinars on Contractor’s features and functionalities.

4.5 Access to the online Contractor learning lab with interactive, specialized, and comprehensive courses for all user levels.

4.6 Reporting of accessed content and statistics

4.7 On-demand technical support

Part 5 Definitions and Acronyms

5.1 Definitions.

CONTRACTOR. A supplier or contractor awarded a contract to provide specific supplies or service to the Government. The term used in this contract refers to the prime.

CONTRACTING OFFICER (KO). A person with authority to enter into, administer, and/or terminate contracts, and to make related determinations and findings on behalf of the Government. Note: The only individual who can legally bind the Government.

CONTRACTING OFFICER'S REPRESENTATIVE (COR). An employee of the U.S.

Government appointed by the contracting officer to administer the contract. Such appointment shall be in writing and shall state the scope of authority and limitations. This individual has authority to provide technical direction to the Contractor, as long as that direction is within the scope of the contract, does not constitute a change, and has no funding implications. This individual does NOT have authority to change the terms and conditions of the contract.

CONTRACTOR PERSONNEL. Contractor and subcontractor employees performing working under this contract.

DEFECTIVE SERVICE. A service output that does not meet the standard of performance associated with the Performance Work Statement (PWS).

DELIVERABLE. Anything that can be physically delivered, but may include non-physical things, such as meeting minutes or reports.

GOVERNMENT-FURNISHED PROPERTY (GFP) OR GOVERNMENT PROPERTY (GP).

Property in the possession of or directly acquired by the Government and subsequently made available to the Contractor.

KEY PERSONNEL. Contractor employees who are critical for achieving PWS objectives. Key personnel shall meet position qualification and experience requirements indicated in the PWS. When key personnel qualifications are used as an evaluation factor in “Best Value” procurement, the Contracting Officer is the only one authorized to concur with key personnel replacement after award of the contract. When proposed key personnel resumes are used as an evaluation factor in best value procurement, a letter of commitment may be required from the individual whose resume is provided.

PERFORMANCE PRE-REQUIREMENT SUMMARY (PRS). A listing of the service outputs under the contract that are to be evaluated by the COR on a regular basis, the surveillance methods to be used for these outputs, and the performance requirement of the listed outputs.

PROPRIETARY INFORMATION. The term "proprietary information" for purposes of section 1.19, Organizational Conflict of Interest, means any information considered so valuable by its owners that it is held secret by them and their licensees. Information furnished voluntarily by the owner without limitations on its use, or which is available without restrictions from other sources, is not considered proprietary.

QUALITY ASSURANCE. A planned and systematic pattern of all actions necessary to provide confidence that adequate technical requirements are established; products and services conform to established technical requirements; and satisfactory performance is achieved. For the purposes of this document, quality assurance refers to actions by the Government.

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP). The Government’s organized written document specifying the surveillance methodology to be used for surveillance of Contractor performance.

QUALITY CONTROL. All necessary measures taken by the Contractor to assure that the quality of the end product or service meets contract requirements.

SUBCONTRACTOR. One that enters into a contract with a prime Contractor. The Government does not have privity of contract with the subcontractor.

5.2 Acronyms: