e-Appeal Help Desk Performance Work Statement FY24.pdf

U.S. Merit Systems Protection Board

PERFORMANCE WORK STATEMENT (PWS)

e-Appeal Help Desk Support

Part 1

General Information

1. General: This is a non-personal services contract to provide e-Appeal Help Desk Analyst III Support from Tyler Application Platform (TAP) trained staff. The MSPB 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 MSPB.

1.1 Description of Services/Introduction: The contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items and non-personal services necessary to perform e-Appeal Help Desk support as defined in this Performance Work Statement except for those items specified as government furnished property and services. The contractor shall perform to the standards in this contract.

1.2 Background: The Merit Systems Protection Board (MSPB) is a small, independent, quasi-judicial agency in the executive branch that serves as the guardian of the Federal merit systems. MSPB has approximately 220 internal users, and interfaces with the public and other Federal Agency employees. The

MSPB’s Information Resources Management (IRM) is responsible for the deployment, maintenance, and end user support of all Information Technology (IT) infrastructure, network operations, cybersecurity, as well as enterprise and desktop business applications and systems. IRM manages and provides end user support (help desk) for all internal Agency users, external users, including Appellants, Appellant

Representatives, Agency Representatives, and other stakeholders.

In October 2023, MSPB launched Phase I of its modernized cloud-based case management solution, utilizing Tyler Technologies’ Application Platform (TAP) case management system, a commercial off-the-shelf, low-code platform. Phase II of this system is planned to be developed and released in the 4th quarter of fiscal year 2024.

1.3 Objectives: The goal of this procurement is to supply two full-time Tyler Technologies Partner e-

Appeal Help Desk Analyst III support staff to augment gaps in resources, technical expertise, and experience specific to the Tyler Application Platform (TAP) system, which is needed to meet the support needs of Agency staff and users of the e-Appeal system, to help the Agency meet performance measures reach critical Agency goals.

1.4 Scope: The contractor shall provide two Analyst III staff who have relevant expertise and experience with the Tyler Application Platform (TAP) system, to troubleshoot and resolve support requests from

Agency Users, Appellants, Appellant Representatives, Agency Representatives, and other stakeholders.

The Contractor shall provide qualified personnel to accomplish the requirements specified in the PWS. The

Contractor shall efficiently and effectively manage the performance under this contract to ensure all the necessary experience, training, and expertise required to accomplish all tasks is employed.

1.5 Period of Performance: The period of performance shall be for one (1) Base Year of 12 months and two (2) 12-month option years. The Period of Performance reads as follows:

Base Year: June 5, 2024, to June 4, 2025

Option Year I: June 5, 2025, to June 4,.2026

Option Year II: June 5, 2026, to June 4, 2027

1.6 General Information

1.6.1 Quality Control: The contractor shall develop and maintain an effective quality control program to ensure services are performed in accordance with this PWS. The contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The contractor’s quality control (QCP) program is the way he assures himself that his work complies with the contract’s requirements. The QCP may be submitted with the proposal or within 5 days of award.

1.6.2 Quality Assurance: The MSPB shall evaluate the contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan. This plan is primarily focused on what the

MSPB 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).

1.6.3 Recognized Holidays: The contractor is not required to work on these Federal holidays:

New Year’s Day Labor Day

Martin Luther King Jr.’s Birthday Columbus Day

President’s Day Veteran’s Day

Juneteenth Memorial Day

Independence Day Thanksgiving Day

Christmas Day

1.6.4 Hours of Operation: The contractor is responsible for conducting business, between the hours of 8:00 a.m. to 4:30 p.m. (1/2 hour for lunch) Monday thru Friday except Federal holidays or when the MSPB facility is closed due to local or national emergencies, administrative closings, or similar MSPB directed facility closings. For other than firm fixed price contracts, the contractor will not be reimbursed when the

MSPB facility is closed for the above reasons. The Contractor must always maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS when the MSPB facility is not closed for the above reasons. When hiring personnel, the Contractor shall keep in mind that the stability and continuity of the workforce are essential.

1.6.5 Place of Performance: The work to be performed shall be remote, utilizing Zoom for Government and

Microsoft Teams. A Zoom room will be utilized, and the contractor staff should attend that room during business hours.

1.6.6 Type of Contract: The MSPB anticipates an award for a firm fixed price contract.

1.6.7 Security Requirements: Contractor personnel performing work under this contract must have a background check at the time of the proposal submission and must maintain the level of security required for the life of the contract. The security requirements are in accordance with the MSPB policies.

1.6.7.1 PHYSICAL Security: The contractor shall be responsible for safeguarding all MSPB equipment, information and property provided for contractor use. At the close of each work period, MSPB facilities, equipment, and materials shall be secured.

1.6.7.2 Key Control Not applicable.

1.6.7.2.1. Not applicable.

1.6.7.2.2. Not applicable.

1.6.7.3 Not applicable.

1.6.8 Special Qualifications: The Agency’s implementation of e-Appeal is highly customized and requires high level knowledge of the platform and direct experience providing customer support for system administrators and users. The Tyler Technologies partner contractor ensures that the Analyst III employees possess and maintain expertise and training specific to the Tyler Application Platform (TAP) system during this contract's execution. The Analyst III position staff should have one or more years of experience using the Tyler Application Platform (TAP) and level III help desk support experience.

1.6.9 Post Award Conference/Periodic Progress Meetings: THE Contractor agrees to attend any post award conference convened by the contracting activity or contract administration office in accordance with

Federal Acquisition Regulation Subpart 42.5. The contracting officer, Contracting Officers Representative

(COR), and other MSPB personnel, as appropriate, may meet periodically with the contractor to review the contractor's performance. At these meetings the contracting officer will inform the contractor of how the

MSPB views the contractor's performance and the contractor will apprise the MSPB 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 MSPB.

1.6.10 Contracting Officer Representative (COR): The (COR) will be identified by separate letter. The

COR monitors all technical aspects of the contract and assists in contract administration The COR is authorized to perform the following functions: assure that the Contractor performs the technical requirements of the contract: perform inspections necessary in connection with contract performance:

maintain written and oral communications with the Contractor concerning technical aspects of the contract:

issue written interpretations of technical requirements, including MSPB drawings, designs, specifications:

monitor Contractor's performance and notifies both the Contracting Officer and Contractor of any deficiencies; coordinate availability of MSPB furnished property, and provide site entry of Contractor personnel. A letter of designation issued to the COR, a copy of which will be sent to the Contractor, states the COR's responsibilities and limitations, especially regarding changes in cost or price, estimates or delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting order.

1.6.11 Key Personnel: The following personnel are considered key personnel by the MSPB: System

Analyst III. The contractor shall provide a contract manager responsible for the work's performance. The name of this person and an alternate who shall act for the contractor when the manager is absent shall be designated in writing to the contracting officer. The contract manager or alternate shall have full authority to act for the contractor on all contract matters relating to the daily operation of this contract. The contract manager or alternate shall be available between normal hours of operation (see 1.6.4), Monday through

Friday except Federal holidays or when the MSPB facility is closed for administrative reasons.

Qualifications for all key personnel are listed below: The System Analyst III staff must have a high degree of expertise with the Tyler Application Platform (TAP) system, have a minimum of one year TAP experience, and be capable of providing professional and appropriate communication and support for system users.

1.6.12 Identification of Contractor Employees: All contract personnel attending meetings, answering

MSPB telephones, and working in other situations where their contractor status is not obvious to third parties are required to identify themselves as such to avoid creating an impression in the minds of members of the public that they are Government officials. They must also ensure that all documents or reports produced by contractors are suitably marked as contractor products or that contractor participation is appropriately disclosed.

1.6.13 Contractor Travel No travel will be required.

1.6.14 Other Direct Costs Not applicable.

1.6.15 Data Rights: The MSPB has unlimited rights to all documents/material produced under this contract.

All documents and materials, including the source code of any software, produced under this contract shall be MSPB owned and are the property of the MSPB with all rights and privileges of ownership/copyright belonging exclusively to the MSPB. 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 MSPB shall be the sole property of the MSPB and may not be used for any other purpose. This right does not abrogate any other MSPB rights.

1.6.16 Organizational Conflict of Interest: Contractor and subcontractor personnel performing work under this contract may receive, have access to or participate in the development of proprietary or source selection information (e.g., cost or pricing information, budget information or analyses, specifications, or work statements, etc.) or perform evaluation services which may create a current or subsequent

Organizational Conflict of Interests (OCI) as defined in FAR Subpart 9.5. The Contractor shall notify the

Contracting Officer immediately whenever it becomes aware that such access or participation may result in any actual or potential OCI and shall promptly submit a plan to the Contracting Officer to avoid or mitigate any such OCI. The Contractor’s mitigation plan will be determined to be acceptable solely at the discretion of the Contracting Officer and in the event the Contracting Officer unilaterally determines that any such

OCI cannot be satisfactorily avoided or mitigated, the Contracting Officer may affect other remedies as he or she deems necessary, including prohibiting the Contractor from participation in subsequent contracted requirements which may be affected by the OCI.

1.6.17 PHASE IN /PHASE OUT PERIOD: To minimize any decreases in productivity and to prevent possible negative impacts on additional services, the Contractor shall have experienced personnel on board, at the start of the contract. The phase-in period will be for two weeks, when the Contractor shall become familiar with performance requirements to commence full performance of services on the contract start date.

PART 2

DEFINITIONS & ACRONYMS

2. DEFINITIONS AND ACRONYMS:

2.1. DEFINITIONS:

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

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

2.1.3. 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 the authority to change the terms and conditions of the contract.

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

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

2.1.6. KEY PERSONNEL. Contractor personnel that are evaluated in a source selection process and that may be required to be used in the performance of a contract by the Key Personnel listed in the PWS. When key personnel are used as an evaluation factor in best value procurement, an offer can be rejected if it does not have a firm commitment from the people listed in the proposal.

2.1.7. PHYSICAL SECURITY. Actions that prevent the loss or damage of Government property.

2.1.8. QUALITY ASSURANCE. The government procedures to verify that services being performed by the Contractor are performed according to acceptable standards.

2.1.9. QUALITY ASSURANCE Surveillance Plan (QASP). An organized written document specifying the surveillance methodology to be used for surveillance of contractor performance.

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

2.1.11. SUBCONTRACTOR. One that enters into a contract with a prime contractor. The Government does not have a contract with the subcontractor.

2.1.12. WORKDAY. The number of hours per day the Contractor provides services in accordance with the contract.

2.1.12. WORK WEEK. Monday through Friday, unless specified otherwise.

2.2. ACRONYMS:

ACOR Alternate Contracting Officer's Representative

CFR Code of Federal Regulations

CIO Chief Information Officer

CISO Chief Information Security Officer

COR Contracting Officer Representative

COTS Commercial-Off-the-Shelf

CS Contract Specialist

FAR Federal Acquisition Regulation

CO Contracting Officer

MSPB Merit Systems Protection Board

OCI Organizational Conflict of Interest

ODC Other Direct Costs

PIPO Phase In/Phase Out

POC Point of Contact

PRS Performance Requirements Summary

PWS Performance Work Statement

QA Quality Assurance

QAP Quality Assurance Program

QASP Quality Assurance Surveillance Plan

QC Quality Control

QCP Quality Control Program

TE Technical Exhibit

PART 3

GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, AND SERVICES

3. GOVERNMENT FURNISHED ITEMS AND SERVICES:

3.1. Services The Government will provide an MSPB o365 account to be used for email and file sharing, a

Zoom for Government account and an e-Appeal account. The contractor will be responsible for reading and signing the rules of behavior prior to access of any MSPB IT services.

3.2 Facilities Not applicable

3.3 Utilities Not applicable

3.4 Equipment Not applicable

3.5 Materials Not applicable

PART 4

CONTRACTOR FURNISHED ITEMS AND SERVICES

4. CONTRACTOR FURNISHED ITEMS AND RESPONSIBILITIES:

4.1 General: The Contractor shall furnish all supplies, equipment, facilities and services required to perform work under this contract, that are not listed under Section 3 of this PWS.

4.2 Secret Facility Clearance Not applicable

4.3. Materials Not applicable

4.4. Equipment The Contractor shall supply computer/laptop and internet connection.

PART 5

SPECIFIC TASKS

5. Specific Tasks:

5.1. Basic Services. The contractor shall provide services for e-Appeal help desk and shall troubleshoot and resolve support requests from Agency Users, Appellants, Appellant Representatives, Agency

Representatives, and other stakeholders. The Contractor shall provide qualified personnel to accomplish the requirements specified in the PWS. The Contractor shall efficiently and effectively manage the performance under this contract to ensure all the necessary experience, training, and expertise required to accomplish all tasks is employed.

5.2. Task Heading. Not applicable.

PART 6

APPLICABLE PUBLICATIONS

6. APPLICABLE PUBLICATIONS (CURRENT EDITIONS)

6.1. The Contractor must abide by all applicable MSPB regulations, publications, manuals, and local policies and procedures, including Rules of Behavior; Privacy Training; Records Training; FOIA training;

No FEAR Act training; Non-Disclosure Agreement.

PART 7

ATTACHMENT/TECHNICAL EXHIBIT LISTING

7. Attachment/Technical Exhibit List:

7.1. Attachment 1/Technical Exhibit 1 – Performance Requirements Summary

7.2. Attachment 2/Technical Exhibit 2 – Deliverables Schedule)

7.3 Attachment 3/Technical Exhibit 3 – Estimated Workload Data – Not applicable.

TECHNICAL EXHIBIT 1

Performance Requirements Summary

The contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success.

Performance Objective

(The Service required—usually a shall statement)

Standard Performance Threshold

(This is the maximum error rate. It could possibly be

“Zero deviation from standard”)

Method of

Surveillance

PRS # 1.

The contractor shall provide two fully qualified Tyler Technologies Partner

Analyst III experienced with the Tyler

Application Platform (TAP) and help desk support.

The contractor provided two Tyler

Technologies Partner Analyst III staff experienced with the Tyler Application

Platform (TAP).

Zero Deviation 100 PERCENT

INSPECTION

PRS # 2

The contractor shall provide Analyst III staff skilled in troubleshooting and resolving help desk support ticket in

MSPB’s e-Appeal system.

The Analysts provided successfully troubleshoots and resolves help desk tickets, ranging from easy solutions such as password resets to more complex issues that require in-depth research and analysis.

98% resolution rate. Random

Sampling.

The contractor shall provide Analyst III staff who shall use MSPB’s SharePoint ticketing system to read, analyze and resolve/close customer tickets according to protocol provided.

The Analysts successfully reads, resolves and closes customer support tickets using

MSPB’s SharePoint Ticketing system.

Zero Deviation 100 PERCENT

INSPECTION

PRS # 3

The contractor shall provide Analyst III staff who is professional and courteous to all employees and system users and follows all rules of behavior and policies provided.

The provided Analyst III were professional and courteous to all employees and system users and follows all rules of behavior and policies provided.

Zero Deviation. RANDOM

SAMPLING;

VALIDATED

CUSTOMER

COMPLAINT

TECHNICAL EXHIBIT 2

DELIVERABLES SCHEDULE

Deliverable Frequency Medium/Format Submit To

System Analysts shall complete Rules of Behavior, Privacy

Training, FOIA

Training, Records

Training, No FEAR

Act training

Once upon contract commencement.

Digital copy online.

COR

Tech Support

Tickets shall be documented and resolved (closed)

Daily Digital copy online.

COR

TECHNICAL EXHIBIT 3

ESTIMATED WORKLOAD DATA

Not applicable.

ITEM

NAME

ESTIMATED QUANTITY