DRAFT PWS - KMS Services.pdf

Performance Work Statement (PWS)

PD&R

Knowledge Management System and Services

(KMSS)

March 10, 2026

Table of Contents Table of Contents

Vision Statement

1 General Information

1.1 Scope of Work

1.2 Background

1.2.1 HUD User System and Research Dissemination

1.2.2 HUD Exchange System and Program Implementation Support

1.2.3 Target Audience for PD&R KMSS

1.3 Constraints

1.3.1 Section 508 Compliance

1.3.2 Information Security Protocols

1.3.3 Access to HUD Information Systems

1.3.4 Continuity of Operations

1.3.5 Project Planning and Management

1.4 Non-Personal Services

1.5 Performance period

1.6 Place of Performance

1.7 Hours of Operation

1.8 Special Qualifications

1.9 Post Award/Kickoff Conference

1.10 Status Meetings

1.11 Contractor Travel

1.12 Transition-In

1.13 Transition-Out

2 Definitions and Acronyms

2.1 Definitions

2.2 Acronyms

3 Government-Furnished Property and Services

3.1 Government Services

3.2 Facilities

3.3 Equipment

3.4 Materials and Information

3.5 Quality Assurance (QA)

4 Contractor-Furnished Items and Services

4.1 Facilities

4.2 Equipment

4.3 Materials

4.4 Contractor Responsibilities

4.4.1 Delivery Compliance Standards

4.4.2 Security Access

4.5 Contractor Personnel

4.6 Identification of Contractor Employees

5 Specific Tasks

5.1 Transition In

5.1.1 Transition Start

5.1.2 Mail Communication

5.1.3 Warehouse Facility

5.1.4 Websites Transition

5.2 Research-Oriented Content Development

5.2.1 Evidence Matters

5.2.1.1 Evidence Matters Content

5.2.1.2 Evidence Matters Distribution

5.2.2 PD&R Edge Online Magazine

5.2.3 Case Studies

5.2.4 Research Content eList Messages

5.2.5 Web Content for HUD Data and Research

5.3 Information, Dissemination, and Communication Services

5.3.1 Research Webstore

5.3.2 Research Dissemination Services

5.3.2.1 Outreach and Engagement Plan

5.3.2.2 Research Conferences and Exhibitions

5.3.2.3 Conference Promotion and Registration

5.3.2.4 Electronic Distribution Lists

5.3.2.5 Direct Mail

5.4 Contractor Cloud Hosting (Temporary)

5.4.1 Hosting Requirements

5.4.2 Data Location

5.4.3 Cloud Service Provision

5.5 Operations and Maintenance

5.5.1 Security and Privacy

5.5.1.1 Incident Response

5.5.1.2 Privacy

5.5.1.3 Security and Compliance

5.5.1.4 Authentication and Access Control

5.5.2 Website Maintenance

5.5.2.1 Documentation of Procedures

5.5.2.2 Existing PD&R Websites

5.5.2.3 PD&R’s Product Inventory System

5.5.2.4 Password Protected Data Collection Web Page

5.5.2.5 System Certification of Section 508 Compliance

5.5.2.6 System Scans and Updates

5.5.3 Digital Content Maintenance

5.5.3.1 Content Management and Validation

5.5.3.2 Content Updates

5.5.3.3 Style Guide

5.5.3.4 Section 508 Remediation

5.5.3.5 Research Databases

5.5.3.6 Hosted Mobile Data Applications

5.5.3.7 Hosted Mapping Applications

5.5.3.8 Hosted Technical Assistance Applications

5.5.3.9 Ask A Question (AAQ) Helpdesks

5.5.3.10 Frequently Asked Questions (FAQ) Database

5.5.3.11 Technical Assistance Request Portal

5.5.3.12 Income Eligibility Calculator

5.5.3.13 Grantees Database

5.5.3.14 Learning Management System

5.5.4 System Enhancements

5.5.4.1 User Experience Research

5.5.4.2 Technological Advancement

5.5.5 Technical Support

5.5.6 User Account Management

5.5.7 Mobile Compatibility

5.6 Project Management

5.6.1 Management Work Plan

5.6.2 Monthly Progress Reports

5.6.3 Ad hoc reports

5.6.4 Engagement Analytics Dashboard

5.7 System Transformation

5.7.1 Product Roadmap

5.7.2 Migration to HUD Cloud Infrastructure

5.7.3 System Consolidation and Redesign

5.7.3.1 Decommission Legacy System

5.7.4 Domain Migration

5.7.5 Platform Extensibility (PE) and Integrated Applications

5.7.6 Authority to Operate

5.8 Transition Out

5.8.1 Transitioning-Out Briefing

5.8.2 Transfer of Physical and Electronic Property

6 Deliverables

6.1 Quality Control Plan

6.2 Acceptance Criteria

7 Related Documents

8 Performance Requirements Summary

Performance Requirement Summary (PRS)

Performance Work Statement (PWS)

PD&R

Knowledge Management System and Services

(KMSS)

Vision Statement Operate, improve, and transform HUD’s virtual system for delivering research, data, and program implementation support to recipient organizations and industry stakeholders. Provide communication services that advance HUD’s mission by connecting research and policy to practice.

1 General Information

1.1 Scope of Work

The U.S Department of Housing and Urban Development (HUD) Office of Policy Development &

Research (PD&R) is seeking a Contractor with experience delivering website transformation and operations for knowledge management services related to housing and community development research and program implementation support.

The Contractor shall:

• Assume responsibility for operations and maintenance of the existing www.huduser.gov (HUD

User) and www.hudexchange.info (HUD Exchange or HUDx) systems,

• Migrate the systems to HUD’s cloud infrastructure,

• Modernize and merge the PD&R systems into a single knowledge management system,

• Adopt an information architecture and design system consistent with www.HUD.gov,

• Migrate the system to a www.HUD.gov subdomain/s,

• Extend the existing HUD User authority to operate (ATO) to cover the PD&R KMSS boundary,

• Operate and maintain the single PD&R KMSS,

• Develop content for publications, outreach, and communications (print and electronic),

• Manage warehousing and order fulfillment, and

• Expand distribution channels and deepen stakeholder engagement.

PD&R uses research and data to identify emerging issues and support policy solutions based on evidence-based research and best practices. This contract will further a culture of knowledge sharing through a modern and agile web system, innovative tools, relevant content, and proven outreach and engagement http://www.huduser.gov/ http://www.hudexchange.info/ http://www.hud.gov/ http://www.hud.gov/ techniques. The Contractor shall demonstrate command of website technology, content and knowledge management services, and housing and community development industry policy and practice.

HUD seeks rapid performance of the requirements, specifically transition to the successor Contractor and transformation of the knowledge management system.

Specific tasks are provided in Section 5 – Specific Tasks.

1.2 Background

The PD&R KMSS contract is for comprehensive systems development and operations for HUD User and

HUD Exchange. The Contractor shall perform tasks and provide deliverables in the following areas:

• Content Development: Develop content (text and accompanying graphics) for publications, outreach, and communication efforts (print and electronic); support PD&R’s information and dissemination efforts; and manage clearinghouse components (warehousing and order fulfillment)

• Information Dissemination: It includes managing information services that support public access to research, providing dissemination services that ensure timely distribution of materials across print and digital channels, and executing communication and marketing efforts that promote

PD&R products, initiatives, and outreach objectives.

• Hosting, Operations, and Maintenance: It includes administering and securing PD&R KMSS, performing routine and long-term maintenance, and ensuring continuous digital content updates to keep information accurate, accessible, and user focused. The Contractor shall implement web enhancements, integrate new web technologies, and advance capabilities across PD&R data systems, mapping applications, and mobile data applications. Responsibilities also include updating and optimizing associated databases, supporting systems development, and delivering innovative improvements that strengthen functionality, usability, performance, and security.

• System Transformation: It includes content management system migration, rebuilding web applications, migrating to a government-owned cloud environment, migrating the system to a subdomain of HUD.gov, adopting new information architecture and visual design system, and expanding an existing ATO boundary to include new system components.

• Project Management: It includes developing and maintaining a comprehensive Management

Work Plan that outlines workflows, schedules, quality controls, and resource allocation. The

Contractor shall also prepare Monthly Progress Reports that provide updates on accomplishments, challenges, performance metrics, and upcoming tasks.

The PD&R KMSS contract shall not be used to perform work of a policy, decision-making, or management nature, which are inherently Governmental functions.

1.2.1 HUD User System and Research Dissemination

The mission of HUD’s Office of Policy Development and Research is to improve life in American communities by building evidence to inform and strengthen housing and community development policy and practice and accelerate progress on HUD's priorities. To support that mission, PD&R produces different publications and products and runs huduser.gov.

PD&R publishes multiple publications and products through different dissemination vehicles, including

Evidence Matters, with data-driven analyses to support HUD’s evidence-based policy making; PD&R

Edge, an online magazine that highlights research, leadership messages, and current developments and trends in housing and community development; and case studies that feature award-winning development projects and other related content. Other PD&R products include housing market reports and publications, datasets, databases, e-Books, GIS maps, mobile applications, and other housing and community development materials which provide current information on housing needs, housing market conditions, and existing housing programs. Interest in PD&R’s products continues to grow.

The key tool for publishing these products and making them available to the public is the PD&R website, huduser.gov. The outgoing PD&R KMSS contract provides users free online access through huduser.gov to housing and community development information via PD&R’s various products. The HUD User website maintains current information on housing needs, market conditions, and existing housing programs. The website also provides data and analysis to help inform policy decisions. The HUD User website provides online and print-based access to over 40,000 housing research publications, datasets, and related media, as well as multiple mobile applications such as the Income Limits mobile app. The outgoing PD&R KMSS contract is vital to PD&R’s mission to continue developing, implementing, and disseminating housing and community development information to policymakers and researchers.

To ensure that the publications and products reach HUD’s customers, PD&R also provides extensive information, communication, and dissemination services. Such services include, but are not limited to, eLists; a warehouse with PD&R products and collateral, and related dissemination of those products and collateral; marketing and communications plans; and internal and external meetings and conferences.

1.2.2 HUD Exchange System and Program Implementation Support

Congress provides funding for HUD to support program implementation through training and technical assistance (TA) activities. HUD competitively awards cooperative agreements to non-Federal organizations, typically nonprofit organizations and for-profit entities, to deliver training and technical assistance activities.

These organizations provide technical assistance to HUD recipient and stakeholder organizations, including cities, states, public housing agencies, tribes, and fair housing organizations, to strengthen implementation of HUD-funded programs. TA provider (TAP) deliverables include static products, web-based content, live and self-paced modular trainings, group convenings, cohort-based support, and one-to-one assistance for recipient and stakeholder organizations.

As HUD identifies gaps in knowledge, skills, systems or networks that prevent or inhibit delivery of compliant effective, and transformational housing and community development programs, HUD assigns

TA provider (TAP) organizations to respond to those gaps through training and technical assistance activities.

In response to an assignment from HUD, TAPs develop and deploy these products, as well as systems and process solutions, to support HUD’s approximately 37,000 recipient and stakeholder organizations, with delivering HUD programs.

The purpose of HUD Exchange is to centralize and curate those program implementation supports for the use of HUD’s recipient and stakeholder organizations. User research suggests HUD’s recipient and stakeholder organizations engage HUD Exchange to resolve four types of program implementation challenges:

• to resolve a specific question or barrier to program delivery,

• to learn about a topic or discipline related to HUD programs,

• to identify new and better ways of delivering HUD programs, and

• to leverage a tool or application that reduces the administrative burden of program delivery.

1.2.3 Target Audience for PD&R KMSS

HUD seeks to expand and deepen engagement with its PD&R KMSS service offerings. The target audience for the PD&R KMSS is composed of researchers, housing and community development industry partners, HUD-funded organizations, and organizations that partner with HUD-funded organizations to deliver affordable housing and community development programs. Though the audience is varied in areas of levels of expertise, the PD&R KMSS audience is distinctly grounded in performing a professional function in the housing and community development field.

In performing the requirement, the Contractor shall work with a range of HUD stakeholders:

• The system owner, project manager, and contracting officer’s representative work from HUD’S

Office of Policy Development and Research and will serve as the primary points of contact for the

Contractor.

• HUD subject matter experts (SMEs), government technical monitors (GTMs), and government technical representatives (GTRs) work across all HUD program areas and offices. SMEs and

GTMs assign, oversee, and approve the delivery of training and technical assistance activities by

TAPs. In some cases, HUD program office SMEs deliver training and technical assistance activities independently. The Contractor shall expect to engage with between 50 and 100 program office staff in delivering the requirement.

• Technical assistance providers or TAPs produce guidance, deliver training and consulting, and build systems and process solutions that will be hosted or integrated with PD&R KMSS. The

Contractor shall anticipate engaging with staff from 40 or more TAP organizations in delivering the requirement.

• HUD administrative teams from the Office of the Chief Information Officer (including privacy, security, enterprise architecture, customer experience, among others), Office of Public Affairs, and

Office of the Chief Procurement Officer provide direction and oversight of various aspects of the project. The Contractor shall anticipate engaging with 20 to 40 HUD administrative staff in delivering the requirement.

1.3 Constraints

1.3.1 Section 508 Compliance

The services identified in this PWS will adhere to the rules, regulations, laws, standards, and conventions identified by HUD as well as within the Federal Government. Constraints include the following:

Section 508: The Contractor shall ensure all deliverables and services comply with Section 508 accessibility requirements. Example includes:

• Logo Graphics - an assistive technology program will inform the user that a graphic is on a page, but the systems cannot read the graphic itself, thus a caption, such as "Department of Housing and Urban Development logo," needs to be provided.

• Flow Charts and Graphs, an assistive technology program, will read information in each of the

"boxes" but it will not read arrows or lines, thus an unsighted person would not be able to determine relationships between the "boxes" and would not know a relationship even exists. To make these items compliant with Section 508 of the Rehabilitation Act Amendment of 1998, a description of the graphics would have to be provided.

• Color and Tables Section 508 of the Rehabilitation Act Amendment of 1998 does not permit the use of either color or tables; thus, the Contractor shall have to ensure that all information conveyed with color is also available without color and that row and column headers are identified for tables.

1.3.2 Information Security Protocols

Services must be in compliance with applicable federal information security protocols, as due to US national security interests and the need to protect personally identifiable information (PII) that may be gathered about US citizens, US based companies, government partners or others, The Contractor shall be able to attest to the design of the electronic security protocols as well as the organizational protocols backing up the offering ensuring that data cannot be stolen, hacked, removed, or released by unauthorized parties. These protocols include:

• NIST 800-37 Rev. 2 Risk Management Framework for Information Systems and Organizations: A

System Life Cycle Approach for Security and Privacy.

https://csrc.nist.gov/pubs/sp/800/37/r2/final

• NIST SP 800-53 Rev 4, Security and Privacy Controls for Federal Information Systems and

Organizations. https://csrc.nist.gov/pubs/sp/800/53/r5/upd1/final

• NIST SP 800-171 Rev 1 Protecting Controlled Unclassified Information in Nonfederal Systems and Organizations. https://nvlpubs.nist.gov/nistpubs/specialpublications/nist.sp.800-171.pdf

• FIPS Publication 200, Minimum Security Requirements for Federal Information and Information

Systems. https://csrc.nist.gov/pubs/fips/200/final

• FIPS Publication 199, Standards for Security Categorization of Federal Information and

Information Systems. https://nvlpubs.nist.gov/nistpubs/fips/nist.fips.199.pdf

• Federal Information Security Management Act (FISMA) of 2014.

• Compliance with federally mandated IPv6 requirements for public facing services (see M-21-07)

• AS-2315 Cybersecurity and Privacy Requirements

• The Contractor shall comply with all current and future Federal Information Technology (IT) security requirements.

• The Contractor shall maintain compliance with all terms and conditions of the contract throughout the term of the contract with respect to all IT security and privacy requirements.

• The Contractor shall use, maintain, enhance, develop, and upgrade all information technology software and system documentation under this contract in accordance with Federal Laws, Regulations, NIST guidance (https://csrc.nist.gov/publications/sp) and HUD Policies.

• Each mixed or financial system that the Contractor manages, develops, modifies, enhances, releases and/or upgrades must comply with Office of Management and Budget (OMB) A123, including Appendix A, Internal Control over Financial Reporting, as well as Federal Information https://csrc.nist.gov/pubs/sp/800/37/r2/final https://csrc.nist.gov/pubs/sp/800/53/r5/upd1/final https://nvlpubs.nist.gov/nistpubs/specialpublications/nist.sp.800-171.pdf https://csrc.nist.gov/pubs/fips/200/final https://nvlpubs.nist.gov/nistpubs/fips/nist.fips.199.pdf https://www.whitehouse.gov/wp-content/uploads/2020/11/M-21-07.pdf https://csrc.nist.gov/publications/sp

Security Modernization Act (FISMA) of 2014, and must be assessed under the Federal

Information System Controls Audit Manual (FISCAM) methodology that include control families for both General Computer and Business Process Application controls.

• The Contractor shall use only HUD email system to conduct HUD government business. To the extent that a non-HUD email system use occurs for HUD government business, the individual must copy their HUD email account during the initial creation of transmission or forward the email record to their HUD email account within 20 calendar days of creation or transmission of the record. Once the message is sent or forwarded to HUD email, the user must save the record

(do not delete). Further, the record should be removed from non-HUD email systems unless there is a specific obligation, such as a litigation hold, to maintain the files on all non-HUD systems on which they appear.

• The Contractor shall maintain compliance, as per the National Institute of Standards and

Technology (NIST) Special Publication (SP) 800-161, Supply Chain Risk Management Practices for Federal Information Systems and Organizations.

• The Contractor shall follow HUD’s Project Planning and Management (PPM) Life Cycle in the analysis, design, development, testing and implementation of proposed new systems and/or the enhancement to existing systems. No live data must be used in any environment other than

Production and Disaster Recovery (DR) environments. Specifically, no live data must be used in development, testing or staging environments.

• The Contractor shall ensure each of its employees working on the HUD contract completes the mandatory HUD Security Awareness Training annually.

• The Contractor shall ensure each of its employees working on the HUD contract acknowledges the HUD Rules of Behavior (RoB) annually.

• The Contractor shall ensure each of its employees working on the HUD contract completes the mandatory HUD role-based/specialized cybersecurity and privacy training annually.

• The Contractor shall review and update system documentation to ensure accuracy, compliance, and completeness. Reviews and revisions must be completed and delivered to HUD quarterly or within one day of a major system release.

• The Contractor shall provide Security Assessment and Authorization (SA&A) support, including potential off cycle or unanticipated SA&A support, over the life of the contract.

• The Contractor shall complete and maintain SA&A documentation in accordance with the guidance contained within NIST publications, after the award of the contract and again at the expiration of the SA&A to include any revisions or updates.

• The Contractor shall complete and maintain security and privacy related documents, in accordance with all Federal Laws, Regulations, NIST guidance

(https://csrc.nist.gov/publications/sp) and HUD policies.

• The Contractor shall present IT security and privacy related documents to HUD’s Chief

Information Security Officer (CISO) for review and approval.

• The Contractor shall designate an Information System Security Officer (ISSO) or a Security Point of Contact (POC) within the contractor staff to interface with HUD Office of IT Security (OITS) and to respond to cybersecurity related requests.

• The Contractor shall support and provide system security to ensure availability, confidentiality, and integrity of the HUD data applications (e.g. maintaining access control, user identification, password protection and authentication, confidentiality of customer profiles and traffic, physical and personnel security required under this PWS).

• The Contractor shall maintain compliance with OMB Memorandum 17-12, Preparing for and

Responding to a Breach of Personally Identifiable Information.

• The Contractor shall review and update the Plan of Action and Milestones (POA&Ms) on a timeframe that is consistent with contract terms, e.g. quarterly, annual, bi-monthly, etc. and present them to HUD’s CISO for review and approval.

• Each contractor employee working on the HUD contract must not provide contract support until clearance is received from the HUD security background check. Failure to adhere to the above requirements could result in penalties, including a contract performance stop-work order until compliance can be demonstrated. Disregard of these requirements could also lead to other criminal, civil, administrative, and/or contract penalties.

Federal Records and Retention Acts and Regulations

Freedom of Information Act (FOIA) Laws and Regulations

1.3.3 Access to HUD Information Systems

Contractor employees (including subcontractors) who will need to have access to HUD information systems and/or business service providers (e.g., NW or FHAC) must undergo a background investigation as referenced in Section 5.1.1. See HUDAR Clause 2452.239-70 Access to HUD Systems (Deviation).

1.3.4 Continuity of Operations

The Contractor shall comply with HUD’s Continuity of Operations’ policies, practices and testing.

Continuity of Operations is defined in Presidential Policy Directive (PPD 40) National Continuity Policy and Federal Continuity Directive-1 (FCD-1), Federal Executive Branch National Continuity Program and

Requirements, January 2017.

1.3.5 Project Planning and Management

All HUD IT projects—including all information systems acquired, developed, enhanced, or maintained— must follow the policy, procedures, standards, and guidelines set forth within the IT Management

Framework using the Project Planning and Management (PPM) Life Cycle located at HUD’s PPM Life

Cycle Website:

https://www.hud.gov/stat/cio/ppmv20

PPM was designed based on the best practices from Capability Maturity Model Integration (CMMI) for systems development and PMBok for project management. While at the foundation, PPM is designed as a

Waterfall methodology, HUD encourages tailoring the PPM to use the many modern solution development methodologies available to enable the planning, development and delivery of useable functionality within 6–9-month increments.

Contractors are encouraged to propose a preferred methodology whether their solution(s) are for custom development, includes prototypes or pilots, Commercial Off the Shelf (COTS)/ Government Off the Shelf

(GOTS) configuration, or Software as a Services. Working with the HUD Project Manager(s), the

Contractor shall tailor PPM to take advantage of contractor proposed expertise in using other methodologies in a manner that will provide HUD with the best value and address all the work necessary for successful project completion, on time, within budget, and delivering intended functionality.

The decisions of PPM tailoring are captured in the Project Tailoring Agreement (PTA), which documents the specific agreement for creating, combining, referring, or omitting specific artifacts applicable to the project, as well as adjust project control gate reviews to be consistent with the tailoring. All tailoring of

PPM must be approved by HUD’s Deputy Chief Information Officer (DCIO) for Business & IT

Modernization. As a default, any project without an approved project tailoring agreement is required to follow all PPM phases and artifacts as presented.

1.4 Non-Personal Services

The Government will neither supervise Contractor employees nor control the method by which the

Contractor performs the required tasks. Under no circumstances must the Government assign tasks to, or prepare work schedules for, individual Contractor employees. It must be the responsibility of the

Contractor to manage its employees and to guard against any actions that are of the nature of personal services or give the perception of personal services.

If the Contractor believes that any actions constitute, or are perceived to constitute personal services, it must be the Contractor's responsibility to notify the Contracting Officer (CO) immediately. These services must not be used to perform work of a policy, decision making or management nature, i.e., inherently

Government functions. All decisions relative to programs supported by the Contactor must be the sole responsibility of the Government.

1.5 Performance period

The performance period must be for one base period of 12 months and four (4) 12-month option periods.

1.6 Place of Performance

The services to be performed under this contract must be performed at the Contractor's facility.

1.7 Hours of Operation

The Contractor is responsible for providing core services to the Government between the hours of 8:00 am and 4:30 pm Eastern Time, Monday through Friday, except for Federal holidays or when the

Government facility is closed due to local or national emergencies, administrative closing, or similar

Government directed facility closings. The Government reserves the right to change hours of operation or restrict contractor access. Government agencies will not be available during scheduled holidays, inclement weather, weekends, and after duty hours.

The Contractor shall maintain an adequate workforce for the uninterrupted performance of all tasks, including management of responses to technical issues, system outages, or security incidents that occur outside core service hours.

When hiring personnel, The Contractor shall keep in mind that the stability and continuity of the workforce is essential.

1.8 Special Qualifications

N/A

1.9 Post Award/Kickoff Conference

The Contractor shall attend any post award conference convened by the contracting activity or contract administration office in accordance with FAR Subpart 42.5 and HUD Acquisition Regulation (HUDAR) clause 2452.237-79 - Post Award Conference.

1.10 Status Meetings

The Contracting Officer, Contracting Officer’s Representative (COR), and other Government personnel, as appropriate, may meet periodically with the Contractor to also review Contractor performance, requirement status, etc. At these meetings, the Contracting Officer will apprise the Contractor of how the

Government views the Contractor's performance or progress of the requirement. The Contractor shall apprise the Government of problems, if any, being experienced. Appropriate action must be taken to resolve outstanding issues. These meetings must be at no additional cost to the Government. Post Award

Conference and subsequent meetings may be held via teleconference at the Contracting Officer's discretion.

1.11 Contractor Travel

Prior to travel, The Contractor shall coordinate with and receive Government authorization from the COR for all travel. Reimbursement of travel costs will be in accordance with the Federal Travel Regulation and in accordance with FAR 31.205-46.

1.12 Transition-In

The Contractor shall, upon the Contracting Officer's written notice, furnish Transition-In services as required. As a successor, The Contractor shall have sufficient personnel on board during the 45-day

Transition-In period to ensure a smooth transition with the incumbent Contractor. The Contractor shall provide an orderly transition of work acceptance and accomplishment such that any impact to the program is minimized. During the Transition-In period, The Contractor shall become familiar with the requirements to commence full performance of services by the end of the contract Transition-In period.

Transition-In is not required if the successor Contractor is the incumbent Contractor.

Detailed descriptions of specific tasks are provided in Section 5 – Specific Tasks.

1.13 Transition-Out

To minimize any decrease in productivity and to prevent possible negative impacts on additional services, The Contractor shall have sufficient personnel on board during the 45-day Transition-Out period. The incumbent Contractor must ensure a smooth transition with the successor Contractor during the

Transition-Out period, prior to completion of contractual performance. The incumbent Contractor must aid the successor in the development of plans, procedures, and methods for the assumption of all on going work. The Contractor shall provide an orderly transition of work acceptance and accomplishment, such that full control by the successor Contractor is achieved by the end of the new contract Transition-In period.

Detailed descriptions of specific tasks are provided in Section 5 – Specific Tasks.

2 Definitions and Acronyms

2.1 Definitions

Archived Content - Webpages and files that are not available for public view but are hosted at HUD

Exchange. Archived content is not accessible via a HUD Exchange webpage or a HUD Exchange search query. Distinct from warehoused content.

Business/Workdays - Every official workday of the week which are days between and including Monday to Friday. This does not include public holidays and weekends.

Calendar Day - Any day of the week.

Content - Information that includes, but is not limited to, program pages, training and webinars, frequently asked questions, downloadable materials such as guidebooks, case studies, interactive tools, helpdesks, and information about HUD grantees.

Content management -The systematic organization, governance, and delivery of digital information.

Contractor - A supplier or vendor awarded a contract to provide specific supplies or service to the

Government. The term used in this contract refers to the prime.

Contracting Officer (CO) - A person with authority to enter, administer, and/or terminate contracts and 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 perform contract administration activities regarding technical issues. This individual has authority to provide technical direction to the Contractor as long as 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.

Defective Service - A service output that does not meet the standard of performance associated with the

Performance Work Statement.

Deliverable - Anything that can be physically and electronically delivered but may include non-manufactured things such as meeting minutes, electronic documents, and reports.

Government Furnished Information-Any Government information, such as manuals, drawings, administrative data, and test data, to be provided to prospective offerors and contractors.

Government Furnished Property (GFP) - Government-furnished property means property in the possession of, or directly acquired by, the Government and subsequently furnished to the Contractor for performance of a contract. Government-furnished property includes, but is not limited to, spares and property furnished for repair, maintenance, overhaul, or modification. Government-furnished property also encompasses contractor-acquired property when it is deliverable under a cost contract and has been accepted by the Government for continued use under the contract.

HUD Recipient and Stakeholder Organizations - Recipients and subrecipients of HUD funding, residents, and participants in HUD-funded programs or initiatives. Examples include, but are not limited to, state and local grantees, public housing agencies, owners and managers of HUD-assisted housing, Continuums of Care, non-profit organizations, HMIS Leads, HUD-approved housing counseling agencies and counselors, tribal organizations, Indian tribes, tribally-designated housing entities (TDHEs), FHA-approved multifamily lenders, and stakeholders of inter-government agency partnerships or other designated HUD initiatives.

Incumbent Service Provider - The current organizations hosting and administering HUD User and HUD

Exchange.

Performance Requirements Summary (PRS) - A listing of the performance requirements under the contract that are to be evaluated by the Government on a regular basis, performance indicators for these requirements, performance standards for these requirements and surveillance methods to be used to determine if performance standards are met.

Performance Standard - The Contractor's performance level required by the Government.

Performance Work Statement (PWS) - A statement of work for performance-based acquisitions that describe the required results in clear, specific and objective terms with measurable outcomes.

Physical Security - Actions that prevent the loss or damage of Government property.

Quality Assurance (QA) - Policies and procedures adopted by the Government to ensure that supplies and services acquired under Government contracts conform to the contracts’ quality requirements.

Quality Assurance Surveillance Plan (QASP) - A plan describing how the agency will survey, observe, test, sample, evaluate and document the Contractor's performance in meeting critical performance standards identified in the contract.

Quality Control (QC) - All necessary measures taken by the Contractor to ensure that the quality of an end product of service must meet contract requirements.

Service Contract - A contract that directly engages the time and effort of a Contractor whose primary purpose is to perform an identifiable task rather than to furnish an end item of supply.

Service Level Agreement (SLA) - The expectations established by this PWS between the Contractor and the Government regarding the products and services to be delivered.

Shareable Content Object Reference Model - A collection of standards and specifications for web-based electronic educational technology.

Subcontractor - Any person, other than the prime Contractor, who offers to furnish or furnishes any supplies, material, equipment, or services of any kind under a prime contract or a subcontract entered into in connection with such prime contract, and any person who offers to furnish or furnishes general supplies to the prime contractor or a higher tier subcontractor. The Government does not have a contract with a subcontractor.

Technical Assistance (TA) – Guidance, training, consulting, systems or process development, or other activities that support implementation of programs or delivery of projects.

Warehoused Content - Technical assistance resources that are accessible through a HUD Exchange search query but not published on a public-facing webpage.

Website Content - Any text, tools, images, or aural content published on a website.

Website Operations - The processes, maintenance and security of a website and its tools, applications and services.

Wireframe - is a visual guide that represents the skeletal framework of a website.

Work Week - Monday through Friday, unless specified otherwise.

2.2 Acronyms

AQL - Acceptable Quality Level

CFR - Code of Federal Regulations

CIO or OCIO - Office of the Chief Information Officer of HUD

CO - Contracting Officer

COR - Contracting Officer's Representative

EST - Eastern Standard Time (U.S.)

HUD - U.S. Department of Housing and Urban Development

HUDAR - HUD Acquisition Regulation

IT - Information Technology

PM - Project Manager

POC - Point of Contact

QA - Quality Assurance

QASP - Quality Assurance Surveillance Plan

QCP - Quality Control Plan

SF - Standard Form

TA Technical Assistance

TBD - To be determined

U.S.C - United States Code

3 Government-Furnished Property and Services The Contractor shall ensure accurate control and accountability of all Government-Furnished Property in accordance with the terms and conditions of this contract. The Government will furnish, at no cost to the

Contractor, the GFP shown below. See HUDAR 2452.227-70 Government Information.

3.1 Government Services

N/A

3.2 Facilities

N/A

3.3 Equipment

N/A

3.4 Materials and Information

See HUDAR 2452.227-70, Government Information

The Government will provide the following materials and information:

Copies of Government Furnished Information (GFI) such as data, where applicable, that may be required to be provided to the Contractor in hard copy or soft copy. All materials will remain the property of the

Government and will be returned to the COR upon request or at the end of the contract period.

3.5 Quality Assurance (QA)

The Government will evaluate the Contractor's performance under this contract in accordance with the

Quality Assurance Surveillance Plan. This plan is primarily focused on what the Government will 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 quality level.

4 Contractor-Furnished Items and Services The Contractor shall furnish, all facilities, equipment, and supplies required to perform the work under this contract that are not listed under Government-Furnished Property and Services.

4.1 Facilities

The Contractor shall furnish a warehouse/storage facility capable of housing 186 48 inch by 40 inch pallets of publications.

4.2 Equipment

The Contractor shall furnish all equipment required to perform the services identified within the PWS, including a fax machine and number, Post Office Box, servers and computers.

4.3 Materials

The Contractor shall furnish all materials required to perform the services identified within the PWS, including all software codes developed while executing the contract, and all electronic and print files.

4.4 Contractor Responsibilities

The Contractor shall only conduct business with designated Government personnel listed as points of contact (POCs). Names of authorized personnel must be provided to the Contractor by the Government, in writing, and updated as necessary throughout the contract period.

U.S. Government records, copies of original results and reports, verified original data, corrected data, and corrected supporting final reports which are maintained by the Contractor remain the property of the U.S.

Government. These files/results must be surrendered to the COR.

4.4.1 Delivery Compliance Standards

Unless otherwise specified, all deliverables under this contract must comply with 36 CFR 1194.21

Software Applications and Operating Systems, 36 CFR 1194.22 Web-based Intranet and Internet

Information and Applications, 36 CFR 1194.23 Telecommunications Products, 36 CFR 1194.31

Functional Performance Criteria, and 36 CFR 1194.41 Information, Documentation and Support under the authority of Section 508 of the Rehabilitation Act Amendment of 1998, 29 USC 794d. To comply with these standards, The Contractor shall submit all copies in a format readable by the assistive technology program, JAWS (HUD's standard screen reader). To view the entire text of 36 CFR Part I 194, go to

Section 508 - Accessibility of Electronic and Information Technology, and Federal Acquisition Regulation

Subpart 39.2, eCFR :: 36 CFR Part 1194 -- Information and Communication Technology Standards and

Guidelines

4.4.2 Security Access

As a condition of obtaining access to HUD systems, Contractor employees requiring access to HUD systems must follow the procedures as set forth in Section I, HUDAR 2452.239-70. HUD may grant, deny, or revoke an individual's access rights to a HUD system based upon the results of the security background check of the individual. The Contractor shall provide written notification to the COR not later than one (1) business day of termination or resignation of any employee granted HUD systems access or when there is no longer a need for access to HUD systems by any Contractor employee. The Contractor https://www.ecfr.gov/current/title-36/chapter-XI/part-1194 https://www.ecfr.gov/current/title-36/chapter-XI/part-1194 shall maintain an up-to-date list that identifies contract employees with access to each of the information systems described in this section and the justification for each employee's level of access.

4.5 Contractor Personnel

The Contractor shall provide a Contract/Project Manager who must be responsible for the performance of work. An alternate must also be designated to act in the absence of the Contract/Project Manager. These

Contractor personnel (main point of contact and alternate point of contact) are considered Key Personnel by the Government and must be listed as such in accordance with HUDAR 2452.237-70, "Key

Personnel”.

The Contract/Project Manager and alternate must have full authority to act on all contact matters relating to the daily operations of this contract. Accordingly, at a minimum, the points of contact must have technical knowledge of the requirement and be in the position to receive assignment, guidance, and direction from the COR, PM, and CO per HUDAR 2452.237-73, "Conduct of Work and Technical

Guidance" and must be allocated enough hours to the requirement to ensure successful performance.

These points of points of contact must each be an employee of the Contractor. An employee of a subcontractor is not acceptable for either of these positions. The Contract/Project Manager or alternate must be available between the hours of 8:00am to 4:30pm Monday through Friday EST, except Federal

Holidays or when the Government facility is closed for administrative reasons.

The Contractor shall provide a Product Lead or equivalent who shall be responsible for the tasks and deliverables outlined in the performance work statement relating to administration, security, design, transformation, and development of the PD&R KMSS. An alternate Product Lead shall also be designated, to act in the absence of the Product Lead.

The Contractor shall provide an Operations Lead or equivalent who shall be responsible for the tasks and deliverables outlined in the performance work statement related to content development, information dissemination, and user engagement. An alternate Operations Lead shall also be designated, to act in the absence of the Operations Lead.

The Product Lead and Operations Lead are considered Key Personnel by the Government and shall be listed as such in accordance with HUDAR 2452.237-70, "Key Personnel.”

4.6 Identification of Contractor Employees

All Contractor/subcontractor personnel must wear company picture identification badges so as to distinguish themselves from Government employees. When conversing with Government personnel during business meetings, over the telephone, or via electronic mail, Contractor/subcontractor personnel must identify themselves as such to avoid situations arising where sensitive topics might be better discussed solely between Government employees.

Contractors/subcontractors must identify themselves on any attendance sheet or any coordination documents they may review. Electronic mail signature blocks must identify their company affiliation.

Where practicable, Contractor/subcontractors occupying collocated space with their Government program customer must identify their workspace area with their name and company affiliation, or at a minimum, "Contractor" after name.

5 Specific Tasks

5.1 Transition In

This section defines the requirements for the orderly and efficient transition of operations from the incumbent contractors to the successor Contractor.

Transition-in activities ensure continuity of services while operational knowledge, access, and responsibilities are transferred. This section supports uninterrupted system availability and prepares the

Contractor to begin full performance by the end of the transition period.

At a minimum, successful performance under this section includes:

• Completion of all transition activities within the defined transition period

• No disruption to system availability or core functionality

• Contractor readiness to assume full performance by the end of the transition-in period

• Delivery of all required transition documentation, including certification of readiness

5.1.1 Transition Start

Upon receiving written notice from Contracting Officer, the Contractor shall furnish transition-in services as required to assume the requirement. As a successor, the Contractor shall have sufficient personnel available during the 45-day transition-in period to facilitate an effective transition from the incumbent service provider. During the transition-in period, the Contractor shall become familiar with the system and requirements to successfully commence full performance of services by the end of the transition-in period.

The Government will organize a Kickoff Meeting with five calendar days of Contact start. The Contractor shall provide the Government with a detailed Transition Plan at the Kickoff Meeting. At a minimum, the

Transition Plan shall outline detailed requests of the incumbent service providers, a meeting schedule for the Transition-In period, a detailed plan for implementing transition activities, and a staffing plan for the

Transition-In period.

The Contractor shall recruit and maintain personnel with the qualifications necessary to fulfill all requirements of the contract. The Contractor shall establish all IT infrastructure essential for successful performance.

Performance Standards

a) Standard: The Contractor shall provide the Government with a detailed Transition Plan within seven (7) calendar days following the Kickoff Meeting.

AQL: An additional three (3) calendar days.

Deliverables

A001 Transition plan

5.1.2 Mail Communication

As part of the transitioning-in process, the Contractor shall retain a dedicated post office box for contract-related correspondence; recruit and maintain personnel with the qualifications necessary to fulfill all requirements of the contract; and establish all IT infrastructure essential for successful performance. Upon contract expiration or termination, The Contractor shall transfer control of the post office box and all associated documentation to HUD.

A002 Post office box

5.1.3 Warehouse Facility

The Contractor shall provide a warehouse or storage facility capable of storing 186 pallets (48 inches by

40 inches) of publications and collateral within 15 calendar days of Contract start.

The Contractor shall move all relevant HUD materials from the incumbent’s warehouse to its own warehouse within 45 calendar days of Contract start. The Contactor is responsible for packing, transporting, unpacking, and storing the materials.

The Contractor shall move all relevant materials from the incumbent’s warehouse to its own warehouse without any loss or destruction to Government materials, as calculated by replacement cost.

a) Standard: The Contractor shall provide a warehouse or storage facility for 186 pallets (48 inches by 40 inches) of publications and collateral within 15 calendar days of Contract start.

AQL: An additional five (5) calendar days.

b) Standard: The Contractor shall move all relevant materials from the incumbent’s warehouse to its own warehouse without any loss or destruction to Government materials.

AQL: Up to 2% loss or destruction to Government materials during move.

5.1.4 Websites Transition

Upon delivery of website assets from the incumbents, the Contractor shall establish a beta testing environment within ten (10) calendar days.

The Contractor shall retain the inherited directory structure to facilitate the testing for accuracy and usability.

Upon completion of testing and approval of HUD, the Contractor shall deploy the websites to a…