ESM_Appendix A 1 Functional and Business Requirements Final.docx

Appendix A-1 Enterprise Sales & Marketing Solution Functional and Business Requirements

1 Functional Needs

1.1 Order Management Capability

1.1.1 Customers will be able to place orders through all sales channels including but not limited to direct mail, phone, web, and point-of-sale (POS).

1.1.2 Customers will be able to receive updates on orders through all sales channels.

1.1.3 Manage returns and exchanges, including product receipt, evaluation of claims, and shipments or refunds.

1.1.4 Manage backorders and preorders, including the capability to accept orders for out of stock products and to provide customers an available-to-ship date based on multiple inventory replenishment cycles.

1.1.5 Process exception orders (orders placed on hold because of failure to meet automated business rules) including ongoing strategy for minimizing held orders.

1.1.6 Establish logic and automated process for enforcing Household Order Limits on a per product basis.

1.1.7 Establish real time and continually tuned fraud detection system and processes for manual review and resolution when automated decisions cannot be made.

1.1.8 Establish system for accepting, managing, and billing subscription orders so that customers receive each new product in their subscribed coin/medal program and are billed as each product ships. Allow customers to update subscription preferences (including billing) online and through other contact channels.

1.1.9 Allow customers to select from various shipping and handling options and preferences including signature-required delivery. Note that free shipping is a frequent marketing promotion.

1.1.10 Maintain first-in first-served processing and release to fulfillment.

1.1.11 Maintain and control quality of customer data (e.g., merge, purge, de-dupe, NCOA, address verification, validation and standardization of address during customer order).

1.1.12 Import/cleanse/normalize all customer data from legacy system.

1.1.13 Allow customers to purchase gift electronic certificates and to have them sent electronically to recipients.

1.2 Financial Management Capability

1.2.1 Maintain Subledger(s) of Financial Transactions

1.2.1.1 Provide comprehensive accounting for all order management system transactions to include but not limited to – Cash, Accounts Receivable, Monies Due Customer, Inventory, Revenue, and Refunds. The detail and backup documentation for the General Ledger accounts should be maintained by vendor and accessible to the Mint when required.

1.2.1.2 Ability to capture accounting transactions to the appropriate account and product for the following:

· When shipping the product – Inventory, Revenue, Cost of Goods Sold, Accounts Receivable

· When payment is received – Cash, Accounts Receivable

· When products are returned

· When breaking products down to their component parts for disposal (Detrash)

· All POS transactions – real time accounting for inventory, sales and returns – daily printout showing type and amounts of payments

· Receipt of inventory – ability to capture different costs for a product – standard cost and selling price

· Ability to capture all costs in an order separately – each product, shipping charge, etc.

· Ability to run a refund check file and interface with a Secure File Transfer Protocol (SFTP) to issue US Treasury refund checks

· Interface with Mint’s ERP system (Oracle at this time)

· Return products to Vendor/Mint

· Cancelled Returns

· Inventory Adjustments

· Physical Inventory Adjustments

· Real time accounting

· Shipments of replacement parts to customer

1.2.1.3 Frequency of Reporting

· Daily accounting transactions are interfaced to Oracle which includes account, product ID, and amount.

· As needed, product table is sent from Oracle which will include but is not limited to product ID, description, standard cost.

· As needed purchase orders for products will be sent to Oracle

· Monthly several reports and reconciliations will be required for the general ledger accounts

· Other required reports

1.2.2 Manage Financial Transaction to GL Posting Translation Rules

1.2.2.1 Provide interface to General Ledger

1.2.2.2 Provide discount code capability

1.2.3 Financial Audits

1.2.3.1 Shipment Details - when/how shipped to customer, shipping documentation, etc

1.2.3.2 Reports listing details of data in each of the GL accounts

1.2.4 Credit Card Payment Processing

1.2.4.1 Provide a customer service management system to review all customer transactions

1.2.4.2 Streamlined and automated process to review collection holds for debt and fraud (reduce impact to call center).

1.2.4.3 Must be compliant with the Payment Card Industry (PCI) Data Security Standards (DSS)

1.2.4.4 Ability to preorder

1.2.4.5 Ability to capture authorizations

1.2.4.6 Ability to settle credit card payments

1.2.4.7 Ability to integrate with Pay.gov for customer payments and refunds

1.2.4.8 Chargebacks Processing – access the mint’s system to retrieve chargebacks and process them timely and accurate, dispute chargebacks showing proof of delivery

1.2.4.9 Fraud Detection – Ability to detect fraudulent orders and high risk transactions before products are shipped. Keep the Mint informed of fraudulent trends and options to increase detection.

1.2.4.10 Keeping fraud score aligned with credit card companies guidelines

1.2.5 Debt Collection Processing

1.2.5.1 Provide a system to record debt collection for set up/management/payment (potential chargebacks, returned checks, processing errors and write-offs).

1.2.5.2 Provide debt collections letters to customers, 1st and initial letter, 2nd letter on the 31st day if debt remains outstanding and final letter on the 61st day if the debt remains outstanding. Any debt outstanding after 120 days, a report needs to be referred to Accounting for Cross-servicing.

1.2.5.3 Provide month-end reports for debt collection (outstanding, paid and written-off).

1.2.6 Ability to Have Hands on Financial Queries in the System

1.2.6.1 Ability to query/research the financials in a customer’s order.

1.2.6.2 Ability to query the various payment types.

1.2.6.3 Ability to query returns/refunds/credit cards refunds (credits).

1.3 Customer Relationship Management (CRM)

1.3.1 Track and manage inbound and outbound customer contacts and orders across all channels (includes phone, email, mail, chat).

1.3.2 Allow customers to establish and self-service user accounts. Provide customer support as necessary. Segment these accounts between consumers and bulk customers.

1.3.3 Utilize marketing analytics software to segment customers into behavioral and/or demographic groups for marketing purposes.

1.3.4 Ability to identify customers whose purchases qualify them for the loyalty program and segment them so they receive loyalty program perks (currently free budget shipping).

1.3.5 Utilize marketing analytics platform to identify customers and track customer behavior.

1.3.6 Create and manage email marketing campaigns which are broad-release or segmented based on customer segments identified in the marketing analytics platform.

1.3.7 Use data and customer segments identified in the marketing analytics platform to influence social media ad purchases.

1.4 Inventory/Warehouse Management Capability

1.4.1 Establish process for receiving, inspecting and tracking products from Mint and other manufacturers.

1.4.2 Establish processes and provide equipment necessary to validate and document product shipments (e.g. x-ray, imaging, weight verification)

1.4.3 Establish multiple logical warehouse management system so that products can be assigned to and tracked within various sales channels.

1.4.4 Establish process for returns management and tracking - USM will not require customers to have an RMA to return products, however, this functionality is desired for those who opt to use it and for better USM tracking management.

1.4.5 Ability to track the breakdown of products into their component parts for disposal (Detrash).

1.4.5.1 Establish process to disassemble all parent item products approved by the US Mint for Detrashing and separate coins/medals by type and denomination.

1.4.5.2 Establish process to transfer detrash products to detrash warehouse and complete a full reconcile of detrash inventory on-hand.

1.4.5.3 Establish secure floor location for detrash products awaiting US Mint approval to transfer out of warehouse.

1.4.6 Track the standard costs associated with each product to support inventory valuation.

1.4.7 Establish process for tracking inventory loss arising from theft and contractor error in customer shipment (ie., wrong product shipped or wrong quantity shipped).

1.4.8 Establish process for tracking inventory damage occurring while the product is in the contractor’s distribution facility.

1.4.9 Establish process for receiving, tracking and reporting issues related to customers not receiving their shipments (certificates of non-receipt – CNR)

1.5 Point of Sale (POS) System (Excluding Staffing at Sales Locations)

1.5.1 Provide hardware and software to support sales at Mint Coin Store and at temporary POS locations such as trade shows and conventions.

1.5.2 Sales at POS locations must be integrated into the overall order management system in real time.

1.5.3 Inventory at POS locations must be integrated into the logical warehouse management system

1.5.4 Sales at POS locations must be integrated into the Customer Relationship Management (CRM) system. This integration should ensure that customers receive loyalty program credit regardless of where they purchase Mint products.

1.6 Data Asset Management & Reporting

1.6.1 Standard/Adhoc/Custom/Management Reports & Executive Dashboards

1.6.1.1 Reporting requirements need to be determined by Management to ensure continuity of operations during transition and going forward.

1.6.1.2 Reports submitted will include all query parameters used to build and run report, date of data queried, pertinent metadata imbedded in the transmitted report.

1.6.1.3 Provide reports at a sufficient level of detail to allow the Mint to monitor and manage day-to-day activity at the call center, warehouse, and in marketing services. Such reports will be updated no less than daily for the call center and warehouse, and weekly for marketing activities.

1.6.1.4 Provide a reports showing inventory status by SKU for Mint products held at contractor’s warehouse. This report should at a minimum show total units on hand, saleable units, protected units, and defective/damaged/unsaleable units. This report should be updated no less than daily.

1.6.1.5 Provide a report showing product shipped and returned by SKU, including revenue and standard cost. This report should be updated no less than monthly.

1.6.1.6 Provide a report showing unit sales and revenue in hourly increments for the first day of sales for new products. This report should be updated no less than hourly.

1.6.1.7 Upon request, provide or give access to Mint management any dashboard or report used by the contractor to manage the Mint’s business.

1.6.1.8 Contractor shall be prepared to create and distribute reports based on ad-hoc requests from the Mint.

1.6.1.9 Contractor will use a business intelligence platform to analyze and share end-to-end metrics with the Mint.

1.6.1.10 Contractor will make all data sources available to the Mint to allow for additional ad-hoc business intelligence analyses to be performed.

1.6.2 Data Asset Architecture

1.6.2.1 Contractor will segregate government data such that the government will have access to raw data and data assets in native systems for SLA monitoring, audit compliance, and analytics services.

1.6.2.2 Documentation for data assets shall include:

· Data schemas which are flexible and extensible with entities to be collected, types of data for each identified entity, relationships of entities in systems, and versioning.

· Data Asset systems diagrams with granular detail for each system proposed.

· Data security for encryption during data travel, restricted and tiered data asset access, and authentication services.

· Storage components that comply with US Mint data retention policies (7 years), catastrophic recovery, and all other storage components utilized or proposed.

· APIs, streaming services, and all available access points for connections to analytics services utilized by the Government and contractors.

· AI and ML models: both available and proposed.

1.6.2.3 Data streaming and real-time analytics capabilities.

1.6.2.4 Propose potential capability to utilize FedRamp High certified cloud computing capabilities.

1.6.2.5 Propose expansion methods to 10 times current capability (i.e. sharding topology)

1.6.2.6 Propose transition and movement of current data assets to all new systems proposed.

1.6.3 Data Feed and Data Access

1.6.3.1 Data feeds must integrate all data for inventory, manufacturing, transactions, marketing, and any other data within the prevue of this contract.

1.6.3.2 Provide access to data systems through data connectors, APIs, or other required access to enable government dynamic dash boarding and analytics capabilities.

1.6.3.3 Maintain a tiered access control to data assets for users and administrators where job essential data is provided to users.

1.6.3.4 Provide transactional and operational data no less than daily or real-time by transmitting a file and by providing access to contractor’s system.

1.6.3.5 Data feeds must be able to be integrated with US Mint data assets that are not within the scope of this contract.

1.6.3.6 At the Mint’s discretion, the contractor will obfuscate or eliminate personally-identifiable information from customer and transaction records (such as by hashing, censoring data elements, or serializing records)

1.6.3.7 Identify a point of contact to serve as an expert resource on the contractor’s data. This POC should be available to answer questions from the Mint about the data, explain data elements and their use, assist in developing reports or analyses of the data, and audits/internal controls testing of data assets.

1.6.4 Metadata

1.6.4.1 Provide and maintain metadata on all US Mint data assets maintained by the contractor, including:

1.6.4.2 Data dictionary

1.6.4.3 Storage location and format

1.6.4.4 Frequency of updates

1.6.4.5 Purpose and use of data asset

1.6.5 Advanced Analytics

1.6.5.1 Provide a plan to implement AI and ML for dynamic analytics, predictive analysis, and forecasting capabilities.

1.6.5.2 Provide access to training for all custom built and “out of the box” data analytics systems and services to government and contractor data asset users.

1.6.6 Federal Data Management

1.6.6.1 Contractor shall manage and transmit all Mint data in accordance with applicable laws, regulations, and Federal standards, including for the protection of PII and customer financial information.

1.6.6.2 Contractor shall be prepared to adjust as needed to changes in Federal data management requirements, including privacy and security requirements

1.7 Information Technology

1.7.1 Backup and Disaster Recovery

1.7.1.1 Develop, document and disseminate a backup and disaster recovery plan.

1.7.2 FedRAMP and Executive Order (EO) 14028 Compliance

1.7.2.1 The vendor must not enable or provide ubiquitous, convenient, on-demand network access to a shared pool of configurable computing resources (e.g., networks, servers, storage, applications, and services) that can be rapidly provisioned and released with minimal management effort or service provider interaction if the vendor is not FEDRAMP certified.

1.7.2.2 If the vendor does enable, provide or utilize a system/application that provides ubiquitous, convenient, on-demand network access to a shared pool of configurable computing resources (e.g., networks, servers, storage, applications, and services) that can be rapidly provisioned and released with minimal management effort or service provider interaction the vendor or their solution must be FEDRAMP certified.

1.7.2.3 Vendor must support requirement in EO 14028 on improving the Nation’s Cybersecurity.

1.7.2.4 Vendor must develop, communicate and integrate OMS III Zero Trust Strategy into the Mint’s Zero Trust strategy. Vendor must implement Zero Trust into OMS as required by the EO

1.7.3 Continuous Monitoring Access for the Mint

1.7.3.1 Provide USM access to review Contractor and subcontractor/vendor system logs. When required, establish agreements or Memorandum of Understandings (MOUs) between the Contractor and subcontractor(s) and provide copies to the Mint.

1.7.3.2 Provide documented account management policies

1.7.4 System Authentication

1.7.4.1 Utilize multi-factor authentication for users and administrator accounts

1.7.4.2 Follow Mint policy for access management for service accounts

1.7.4.3 Comply with single-sign on requirements where mandated

1.7.5 Change Management/Configuration Management

1.7.5.1 Change Management Plan, Policies, Procedures and Ongoing Review/Update

· Develop, document and implement a configuration management plan for the end to end solution that accounts for government-owned, contractor-owned, and subcontractor-owned systems/third party integrations.

· Develop, document and disseminate a configuration management policy for the end-to-end solution that addresses purpose, scope, roles, responsibilities, management commitment, and coordination among organizational entities and compliance. The policy must define the normal process for communicating additions or changes to system controls before controls are implemented as well as the circumstances under which changes may or should be made in advance of communications. These addition/changes are subject to audit and assessment.

· Develop, document, and disseminate procedures to facilitate the implementation of the configuration management policy and associated configuration management controls.

· Establish a process to review and update change management/ configuration management policies and procedures.

1.7.5.2 Review and update the baseline configuration of the end-to-end system when required as an integral part of system component installations and upgrades.

1.7.5.3 Establish a central means of communicating configuration or software changes impacting systems or environment of operations. Communicate standard changes to USM. Standard changes are pre-authorized changes that are low risk, relatively common, and follow a documented and approved process.

1.7.5.4 Define, document, approve, and enforce physical and logical access restrictions associated with changes to the end-to-end solution.

1.7.5.5 Use automated mechanisms to support the management of system accounts to centrally manage, apply and verify configuration settings for all system components.

1.7.5.6 Develop and document an inventory of all system components.

1.7.5.7 Use automated mechanisms to detect the presence of unauthorized hardware, software, and firmware components within the system and take action when unauthorized components are detected.

1.7.5.8 Develop monthly patch management program with patches implemented within 15 days for external facing systems and applications for critical / high risk vulnerabilities and 30 days for all others as part of monthly patch management program).

1.7.5.9 Ensure change management process is aligned with existing Mint procedures based on guidance provided post award by the Mint.

1.7.6 Account Management

1.7.6.1 Access Control Policy, Procedures and Ongoing Review/Update

· Develop, document, and disseminate an access control policy that addresses purpose, scope, roles, responsibilities, management commitment, coordination among organizational entities, and compliance.

· Develop, document, and disseminate procedures to facilitate the implementation of the access control policy and associated access controls.

· Establish and share a process to review and update access control policies and procedures.

1.7.6.2 Create, enable, modify, disable and remove systems accounts in accordance with access control policies and procedures.

1.7.6.3 Use automated mechanisms to support the management of system accounts to audit account creation, modification, enabling, disabling and removal actions.

1.7.6.4 Use automated mechanisms to monitor system accounts for irregular or out of character use and provide documentation to the Mint as required.

1.7.6.5 Develop, implement and document zero-trust architecture. The system must restrict access to users and/or systems which are necessary to accomplish actions when needed.

1.7.7 Internal & External Security Audits

1.7.7.1 Provide the government full access to conduct independent audits (Mint and third-party performed audits) on all contractor and subcontractor(s) security boundaries, controls, data systems, resources, and facilities.

1.7.7.2 Provide the government full access to run performance tests as needed.

1.7.7.3 Send vulnerability scans for all systems that support US Mint on a bi-weekkly basis.

1.7.7.4 Retain records in accordance with the Mint’s records retention policy, which will be discussed post-award. Currently most data in the OMS is retained for a period of 7 years.

1.7.7.5 Develop process for proactive identification of security gaps to avoid being reactive to audit findings

1.7.8 System Security Authorization (SSA)

1.7.8.1 The entire end to end solution, including third-party integrations, must comply with all federal security requirements, Mint and Treasury policies, NIST, and FISMA requirements. Ensure compliance with all current and future Federal security requirements, Mint and Treasury policies, NIST, FISMA, and all applicable regulations and laws to ensure all systems within the FISMA boundaries are successfully authorized to operate by prescribed deadlines.

1.7.8.2 Contractor and subcontractor(s) must keep pace with changes in technology, system controls and applicable changes to security requirements, regulations, and policies. Contractor will recommend necessary system changes and adjustments to the Mint on at least a quarterly basis.

1.7.8.3 Provide information and access as requested by the Mint to support the SSA process.

1.7.8.4 Develop, document, and disseminate procedures to facilitate the implementation of the security assessment and authorization policy and associated security assessment and authorization controls. Establish a process to review and update SSA policies and procedures during annual assessment along with continuous monitoring.

1.7.8.5 Develop a security assessment plan that describes the scope of the assessment including security controls and control enhancements, assessment procedures to be used to determine security control effectiveness, assessment environment, assessment team and assessment roles and responsibilities.

1.7.8.6 Document results of security assessment and provide results.

1.7.8.7 Develop, document, and disseminate policy for allowing connections to external systems.

1.7.8.8 Develop, document, and disseminate a plan of action and milestones (PoA&M) for the end-to-end system to document the planned remedial actions to correct weaknesses or deficiencies noted during the assessment of the security controls and to reduce or eliminate known vulnerabilities in the system and update existing PoA&Ms on a monthly basis.

1.7.8.9 Develop, document, and disseminate a process for annual security assessments as part of continuous monitoring and authorization with re-authorization occurring every 3 years.

1.7.9 Audit Assessment and Review Support

1.7.9.1 Contractor must provide sufficient audit evidence to support all applicable Mint assessments, audits, and reviews conducted by the Office of Inspector General (OIG), Government Accountability Office (GAO), and any other Federal Government regulatory authority.

1.7.9.2 Documentation must be accurate and submitted timely upon request.

1.7.10 Integration

1.7.10.1 Integrate applicable systems with USM, USM partners, sub-contractors, and third-party providers. Maintain the interfaces among all systems and support ongoing integration tests and troubleshooting to ensure continued and seamless integration.

1.7.10.2 Integrate fully with Pay.gov. Utilize current and future payment mechanisms offered through Pay.gov. Keep pace with changes to Pay.gov’s platform and technology.

1.7.11 Physical Security Compliance

1.7.11.1 Develop, document, and disseminate a Physical Security Plan that includes but is not limited to how requirements are pushed and managed at data centers, how site surveys are conducted, and how physical compliance is ensured.

1.7.11.2 Provide necessary resources to assist USM or third party audits of Physical Security Plan both onsite and through documentation as applicable.

1.7.11.3 Address and resolve gaps in Physical Security Plan identified by the USM and/or a third party auditor as applicable.

2 Business Operations Needs

2.1 Management Approach

2.1.1 Staffing Plan

2.1.1.1 Staffing plan, supported by resumes and past performance, Outlining Personnel with Primary responsibility for oversight and performance including but not limited to the following key areas. Offeror must indicate the allocation (%) of these positions. If not 100% dedicated, must be available to respond to Mint business needs within 1 hour and be able to remain engaged for as long as needed.

· Call Center

· Fulfillment/Warehouse

· Marketing Services

· IT/Web Development

· Cybersecurity

· Quality Control

· Incident/Change Management

· Integration Management

2.1.2 Personnel Needs

2.1.2.1 Personnel with primary responsibility for oversight and performance must have strong knowledge and excellent past performance developing, refining, and optimizing eCommerce platforms to manage and execute sales and marketing programs.

2.1.2.2 Personnel with primary responsibility for oversight and performance must possess previous experience in a fast-paced eCommerce environment. Expertise and background in government retail operations is desired.

2.1.2.3 In the event of staff turnover, personnel with primary responsibility for oversight and performance must be replaced with equally qualified personnel and the transition must have minimal impact on operations. Replacement personnel must be proposed to the Mint within two weeks of notification

2.1.2.4 Program staff related to Fulfillment and Customer Service must have supervisory staff available during USM headquarters hours of operation (8:00AM – 6:00PM Mon-Fri). All program areas must be able to engage with the Mint during critical incidents or activities, within 60 minutes of request by the Mint.

2.1.2.5 Call Center must have training personnel who can develop and provide new and refresher training to contractor customer service agents on a regular basis using multiple formats as appropriate (in-person and virtual). Occasionally, Mint personnel may participate in these trainings as students or instructors.

2.1.2.6 Key personnel or program staff, upon request by the Mint, will participate in brief (30 minute) daily standup meetings (videoconference through MS Teams) to align on current and planned work and priorities and to identify and resolve issues

2.1.3 Personnel Security

2.1.3.1 All personnel assigned must successfully complete a background investigation prior to performing work on the contract.

2.1.3.2 Must comply with current federal requirements related to COVID-19 including vaccination/testing requirements.

2.1.3.3 Security documentation must be complete upon its initial submission.

2.2 Risk Management

2.2.1 Risk Management Plan that describes the offeror’s risk management planning, identification, analysis, response planning, and risk control activities with the objective of increasing the likelihood and impact of positive events and decreasing the likelihood and impact of negative events on the project.

2.2.2 Incident Management Action and Communication Plan that is put into effect within 1 hour of recognition of any external- or internal-facing process or system event that negatively impacts any program area and remains in place until the event has been resolved, root cause identified, and mitigation plan determined.

2.2.3 Stakeholder Management & Communication Plan that defines the processes, procedures, tools, and techniques to effectively engage stakeholders in project decisions and execution based on their analysis of their needs, interests, and potential impact.

2.2.4 Project Integration Management Plan that ensures strong integration of process, technology, and project management across all stakeholders and technological integrations. The plan should describe how the offeror will coordinate tasks, resources, stakeholders, and other project elements, and how they will manage conflicts between different aspects of the project, make trade-offs between competing requests, and evaluate resources.

2.2.5 Audit Compliance

2.2.5.1 Contractor will comply with applicable laws, regulations, and Federal standards for data asset risk management and audit compliance.

2.2.5.2 Conduct annual risk management assessments, and internal controls testing of all data assets controlled by the contractor on behalf of the US Mint.

2.2.5.3 Provide documentation of all planned risk management assessments, and internal controls testing conducted on an annual basis.

2.2.5.4 Provide results and attestation statements of risk management assessments and internal controls testing conducted on all data assets annually.

2.2.5.5 In the event of a data asset audit from governing entities, the contractor will make available all requested information in an accurate fashion and within established timeframes.

2.3 Customer Contact Center

2.3.1 Customer Service Representatives

2.3.1.1 Ability to fully service customers via phone, email, written correspondence and chat, accompanied by the ability to evaluate and onboard additional channels.

2.3.1.2 Ability to fully service customers through all channels while in office or from a remote location.

2.3.1.3 Provide a solution for handling and tracking written correspondence from customer

2.3.1.4 Automated claims process that integrates with Mint systems

2.3.1.5 Track controlled correspondence including congressional inquiries

2.3.1.6 Ordering catalog capability supporting educational materials/literature requests

2.3.1.7 Provide service to USM customers seven days per week from 8:00AM – Midnight Eastern Time

2.3.1.8 Plan to utilize artificial intelligence (AI) driven chatbots to address common customer care issues

2.3.1.9 Ability to tie outbound calls and all customer communications and actions to the customer record so agents and Mint team can see the full customer experience.

2.3.1.10 Provide recorded outbound calling capabilities for outgoing customer contact and document the call in CRM tool

2.3.2 Product Issue Support

2.3.2.1 Manage customer product inquiries and issues using multiple channels (e.g. email, chat, written correspondence, telephone, or other channels)

2.3.2.2 Manage customer support issues from external marketplaces (e.g. Amazon)

2.3.2.3 Process product exchange and return requests

2.3.2.4 Provide ability to process exchanges without creating a new order

2.3.2.5 Manage customer service inquiries utilizing a CRM tool that allows visibility to Mint personnel

2.3.3 Interactive Voice Response (IVR)

2.3.3.1 Provide the ability for customers to use IVR for customer self-service options or features to include but not limited to order status inquiries, placing orders and obtaining published materials

2.3.3.2 Flexibility to update IVR messaging within 24 hours

2.3.3.3 Ability to update IVR phone tree upon request

2.3.4 Call Recording

2.3.4.1 Ability to record all incoming and outgoing calls

2.3.4.2 Record 100% of all calls with customers, incoming and outgoing

2.3.4.3 Ability to retrieve and share phone calls within one hour of request

2.3.5 Warm Transfer

2.3.5.1 Warm transfer of customer to any other department (internal or external) along with customer information to include order history and contact history.

2.3.6 Capacity and Contingency Planning

2.3.6.1 Call Center should allow for the maximum capacity of simultaneous calls and have the ability to flex based on need.

2.3.6.2 Vendor shall have the ability to seamlessly and proactively scale up to support large volumes of calls during major coin drops.

2.3.6.3 Ability to change trunk link capacity for telecommunications networks within one hour of request

2.3.6.4 Provide an in queue call back option

2.3.6.5 Provide take back and transfer capabilities between call center and the USM

2.3.6.6 Provide telecommunications redundancy at the call center and automatic failover to alternate lines or data carriers

2.3.7 Training

2.3.7.1 Provide a knowledge management system to support training

2.3.7.2 Provide a training and knowledge management program to include developing new and refresher training on a regular basis

2.3.7.3 Ability to provide training virtually

2.3.7.4 Ability to record training sessions

2.3.8 Customer Relationship Management Tool (CRM)

2.3.8.1 Provide a CRM tool to manage all customer data and customer interaction

2.3.8.2 Provide access to the CRM tool and its data

2.3.8.3 Provide training on the CRM tool

2.3.9 Quality Testing & Monitoring

2.3.9.1 Provide a quality testing and monitoring program.

2.3.9.2 Provide pre-order enrollment opportunity for bulk customers to purchase bulk pack items using credit card.

2.3.9.3 Provide a tool to automatically place orders on hold when customer’s method of payment defaults.

2.3.9.4 Provide a tool to automatically cancel an order if held order limitations have been exceeded.

2.3.9.5 Provide a tool to automatically cancel future enrollment orders when customer has exceeded specified limitations as determined by the Mint

2.3.9.6 Provide a tool to capture violators of household order limits and cancel orders

2.4 Warehouse and Fulfillment

2.4.1 Inventory Management

2.4.1.1 Provide system access and transparency on all inventory and business operations data/reporting

2.4.1.2 Accurately receives, processes, tracks and documents incoming material, assets and inventory shipped to the warehouse

2.4.1.3 Perform and monitor all inventory transactions and reconciliations.

2.4.1.4 Generate and distribute reports summarizing inventory accuracy through the use of cycle counts

2.4.1.5 Provide a quality control process to designate different inventory SKU’s within the order management system and distribution center footprint to prevent similar/like items from being misidentified during the pick, pack and ship process.

2.4.1.6 Provide a barcode scanner system that supports rapid strike down rate capability for each SKU prior to being picked.

2.4.1.7 Ability to inventory and monitor all product shipments, POS equipment and marketing collateral and provide pipeline reporting.

2.4.1.8 Ability to accept, integrate and track inbound shipment notifications

2.4.1.9 Ability to prepare, receive, track and coordinate unacceptable quality returns (UQRs) monthly to be sent to USM field sites

2.4.1.10 Ability to receive and process all defective products returned for replacement or credit.

2.4.1.11 Ability to physically segregate high value products in a secured location

2.4.1.12 Perform quarterly physical counts of all inventory located at vendor sites and provide accounting reports

2.4.1.13 Perform weekly spot checks of all inventory to include detrash inventory by SKU & weight.

2.4.1.14 Perform regular inventory/detrash reconciliations to ensure physical quantity on-hand matches inventory in the system.

2.4.2 Fulfillment Order Processing

2.4.2.1 Provide a process and an automated tool to conduct semi-annual analysis of shipping costs and methods to ensure the best rate possible.

2.4.2.2 Robust rate shop component/system across all couriers and all orders to optimize savings/cost with every shipment.

2.4.2.3 Provide a dynamic process to use authorized carriers to include weight verification.

2.4.2.4 Ability to establish freight shipping or process third-party shipping.

2.4.2.5 Ability to coordinate with freight carriers to arrange for pick-up and transit of parcels.

2.4.2.6 Ability to track and troubleshoot lost or delayed shipments

2.4.2.7 Ability to troubleshoot problem invoices and provide resolution.

2.4.2.8 Provide several qualified (primary/secondary) carrier accounts to make available for all outbound shipment needs.

2.4.2.9 Full access to shipping rate shopping for all channel of operations.

2.4.2.10 Ability to provide detailed reporting and summary narratives on status of all orders needed to respond to controlled correspondence, including but not limited to relevant dates, specific timeline events, order numbers, items numbers and customers issues.

2.4.2.11 Ability to break down products to individual component levels for purposes of disposal

2.4.2.12 Integrate the WMS with external marketplaces such as Amazon. Receive and fulfill these orders as required to meet SLAs with these marketplaces. Explore ability to provide Amazon Prime shipping.

2.4.2.13 Ability to continue the Mint’s offering of personalized packages which are custom-printed prior to shipment.

2.4.2.14 Ability to provide gift wrapping.

2.4.2.15 Ability to insert marketing materials into outbound packages.

2.4.2.16 Ability to manage bulk customer pickups when fulfilling orders

2.4.2.17 Ability to recognize multiple UPC codes for a single product.

2.4.3 Packing and Shipping Management

2.4.3.1 Ship packages with appropriate sized packaging and sufficient dunnage to prevent movement and product damages.

2.4.3.2 Ability to offer packaging alternatives to accommodate various product dimensions.

2.4.3.3 Ability to resize packages to fit within carrier standards.

2.4.3.4 Ability to use most effective package size during fulfillment.

2.4.3.5 Conduct preliminary inspection of a sample of products when there has been customer reported concerns with product quality. Communicate and report inspection findings to the USM for further evaluation and decision.

2.4.3.6 Trigger a track and trace communication to customer on shipment and order status changes using customer’s preferred channel.

2.4.3.7 Track and maintain detailed shipping events in customer record.

2.4.3.8 Actively manage process to reduce undeliverable products including management and update of customer contact information and integration with fraud prevention processes.

2.4.3.9 Provide an address management process to ensure valid addresses are used.

2.4.3.10 Provide outbound x-ray image capability to capture images for all orders containing high-value precious metals and index these images for future reference in an automated file for government review.

2.4.3.11 Automated process for claims filing and administering any freight loss and damage claims for shipments.

2.4.3.12 Automate exchange process to allow shipment for product to be triggered by processing of undeliverable return.

2.4.3.13 Ability to generate return labels off the original order.

2.4.3.14 Ability to fulfill split shipments due to availability of products.

2.4.3.15 Ability to fulfill priority channel and enrollment orders ahead of other orders

2.4.3.16 Ability to fulfill orders containing high-value precious metals and currency in a secured location

2.4.3.17 Shipping management contracts will include armored carrier for bulk order fulfillment in excess of $250K.

2.4.4 Authorized Bulk Purchase Program (ABPP)

2.4.4.1 Ability to execute an end to end truck fulfillment process for ABPP orders within 3 days of notification/receipt of order

2.4.4.2 Ability to prepare and stage shipments in advance for scheduled bulk pickups

2.4.4.3 Monitor truck order shipments from pickup to delivery

2.4.4.4 Ensure LTL, FTL and FCL ABPP pickups are executed within 3 days of notification/receipt of order

2.4.4.5 Ability to develop and design a blueprint to fully and successfully execute ABPP truck orders and fulfillment to reduce cycle time for pickups

2.4.5 Manage USPS Trust Account

2.4.5.1 Regularly manage and monitor prefunded USPS trust account activity

2.4.5.2 Track account balances to ensure funding levels are maintained

2.4.5.3 Notify Mint of fees, advance deficiencies and irregularities

2.4.5.4 Notify Mint when replenishment is needed

2.4.6 Manage USPS Volume Requirements

2.4.6.1 Ability to provide ongoing, comprehensive evaluation of the WMS logic and override capabilities to ensure shipments <1lb are shipped first class via USPS

2.4.6.2 Maintain complete and accurate records of all USPS transactions

2.5 Point of Sale (POS) System

2.5.1 Functionality

2.5.1.1 POS system to support the multiple point of sale locations.

2.5.1.2 POS will follow household order limits in real time.

2.5.1.3 POS system allows managers to have overrides for sales and/or returns on credit cards exceeding $49,999 total.

2.5.1.4 POS should to have the ability to set up primary/secondary IDs for each store location.

2.5.1.5 POS to have the ability to recognize multiple UPC codes for a single product.

2.5.1.6 POS software should be able to scan a product.

2.5.1.7 POS replenishment orders should be set up to auto cancel when product is not available

2.5.1.8 POS software should calculate sales tax.

2.5.1.9 POS software should support discounts (i.e. promotion support)

2.5.1.10 POS should calculate change.

2.5.1.11 POS should support exchanges.

2.5.1.12 POS should support multi-currency.

2.5.1.13 POS should support inventory tracking.

2.5.1.14 POS should support purchasing and receiving.

2.5.1.15 POS software should support cash drawer.

2.5.1.16 POS software should generate a receipt that has customizable messaging.

2.5.1.17 POS software should generate an e-mail receipt.

2.5.1.18 POS software should support/be compatible for use on mobile devices, laptops, and tablets

2.5.1.19 POS software should allow users to generate reports based on specific product criteria.

2.5.1.20 POS software functions can be segregated based on user roles.

2.5.1.21 POS should allow touchless transactions and future integration with digital wallet providers

2.5.1.22 After the success of reading the bar code from the scanner, the product should display on the POS screen and a customer facing screen or payment device showing totals.

2.5.1.23 Capture credit purchases at POS allowing customers to receive loyalty program credits for the sale.

2.5.2 Integration

2.5.2.1 POS to use API from WMS to collect cost data for validation.

2.5.2.2 POS software should accept feeds for Item master, transfers, product images, price changes.

2.5.2.3 POS software should accept feeds for inventory transfers from DC.

2.5.2.4 POS software should support multiple registers.

2.5.2.5 POS software should support multiple simultaneous register usage.

2.5.2.6 POS software should support multiple simultaneous register users.

2.5.2.7 POS can be integrated into an ERP system (i.e. Inventory Management).

2.5.2.8 POS software should have a Mobile Sales Dashboard.

2.5.2.9 POS software can be integrated with Mint e-Gift card program.

2.5.2.10 POS software should have extended features (mobile, back-office support).

2.5.2.11 POS software should have an open architecture.

2.5.2.12 POS software should integrate with credit card validation company.

2.5.2.13 POS software should support chip and PIN payment terminals

2.5.2.14 POS software should have ability to integrate with fraud scoring service.

2.5.2.15 POS software should capture customer information (i.e. name, e-mail address, address) and provide to CRM

2.5.2.16 POS software should update existing customer profile or create new profile with sales information.

2.5.2.17 POS software should allow for customer opt in for email messaging on customer facing side of transactions.

2.5.2.18 POS software should not allow end users to modify screens.

2.5.2.19 POS software should provide continuity of operations when system fails.

2.5.3 Returns

2.5.3.1 POS should allow customer returns for in-store and online purchases

2.5.3.2 POS should allow for customer to make returns when they buy in store and return online.

2.5.3.3 POS should allow for customer to make returns when they buy online and return in store.

2.5.3.4 POS should allow for customer to make returns online when they buy via mobile POS.

2.5.3.5 POS system should have the capability to flag items/products that are specifically for POS only to the item master.

2.5.3.6 POS system should allow for refunds to be issued via cash, refund check or credit card.

2.5.4 Compliance

2.5.4.1 POS system must be compliant with PCI and Federal Security standards.

2.5.4.2 POS system should be able to integrate with OTCnet.

2.6 Integrated Performance Marketing Services

2.6.1 Management and Performance Approach

2.6.1.1 Establish and drive a culture of experimentation for all digital marketing components, where test – measure - learn - optimize is the norm. Ability to A/B test all website pages, emails and advertisements is a critical and ongoing need. Mint drives annual marketing strategy with input, participation, and collaboration of all vendors including Agency of Record (AOR). ESM participant needs ability to create, implement, and execute in collaboration with AOR.

2.6.1.2 Technical project management/workflow tools. Expectation is that successful vendor will provide a project management tool (e.g. Trello, ClickUp, etc) that provides access to Mint and vendor staff to assign, track and manage workflow.

2.6.2 eCommerce Website Development & Administration

2.6.2.1 Propose and redevelop/redesign a scalable state of art mobile-first eCommerce platform - https://catalog.usmint.gov/.

2.6.2.2 Provide a strategic web solution that ensures optimal performance for customers – especially during high volume sales events during which we have seen well over 230,000 simultaneous sessions (15 minute average) and over 200 transactions per second.

2.6.2.3 Preferred solution should include a content delivery network (CDN) and a specific set of tools that directly address and modulates extreme high volume web traffic (caused by both legitimate customers and bots). This tool set must ensure optimal site performance at all times, especially during high-volume sales events. The bot blocking component must be capable of differentiating between human and automated purchasing (script/bot) behavior and accurately blocking the bots without adversely interfering with human purchasers. A “waiting room” may be necessary in order to throttle traffic velocity to a level that guarantees issue-free site performance. The anti-bot and waiting room solutions will work together to prevent the site from becoming overwhelmed due to high velocity purchases.

2.6.2.4 The proposed solution will be customer centric, follow industry standards for web usability, and must conform to federal web accessibility guidelines.

2.6.2.5 Website must support current version and two most recent versions of all common web browsers including Edge, Chrome, Safari, and Firefox across all platforms (desktop, tablet, phone).

2.6.2.6 Maintain and optimize all performance of all pages. Quantify performance improvements using Google Core Web Vitals and other relevant and industry standard measures.

2.6.2.7 Maintain and develop content and functionality. System must allow for a variety of content types meeting various needs including both e-commerce and content-only pages.

2.6.2.8 The ability to rapidly deploy of new content/page types with minimal development and coding is desirable.

2.6.2.9 Use of a content management system with efficient and optimized workflow for the Mint to review and approve content changes is desired. Workflows should not be email driven.

2.6.2.10 Development environment must allow multiple projects to be worked at the same time to minimize the need for content/code freezes.

2.6.3 eCommerce Web Front

2.6.3.1 Represent the entire Mint/BEP catalog of products in eCommerce solution. Provide option to integrate US Mint “information” website (www.usmint.gov) and catalog site content into a unified and optimized website while allowing multiple US Mint offices the ability to maintain stewardship and control of their content.

2.6.3.2 Establish and maintain robust search capability for products and informational content.

2.6.3.3 Provide shopping cart functionality that supports order intake, household order limit validation, address validation, payment processing, and fraud detection for current, pre-order, and backordered products.

2.6.3.4 eCommerce platform will support user segmentation and behavioral marketing (Marketing (e.g., Predictive Offers/Cross-sell/Up-sell) to include the opportunity for customized content.

2.6.3.5 eCommerce platform will support periodic, ongoing, per-customer, and behavior-based promotions (Free S&H, discounts, coupons, buy one get one, etc.)

2.6.3.6 Implement and maintain 3rd party survey capability

2.6.3.7 Implement and maintain web analytics capabilities to include the Mint and GSA Google Analytics accounts

2.6.4 Technology Stack Integration and Maintenance

2.6.4.1 Provide, configure and fully integrate a tech-stack that enables comprehensive entrance to purchase, monitoring of the customer journey and detailed performance analyses of all marketing and communication channels (paid, owned, and shared).

2.6.4.2 Manage the technical currency of all software and systems (including 3rd party) to avoid technical debt. Proactive patch and vulnerability management of proposed IT solutions. We expect contractor to keep all systems up to date so project work is not hindered by functionality or incompatibility of systems.

2.6.5 Search Engine Optimization (SEO)

2.6.5.1 Ensure comprehensive SEO strategy across all pages, including keyword strategy, content optimization, page elements (URL, Title Tag, Meta Description, Header Tags, and Image and other non-text content tags).

2.6.5.2 Ensure compliance with schema.org for all relevant Schema.

2.6.5.3 Recommend new content pages that will contribute to Customer Acquisition, Retention and Revenue goals and objectives.

2.6.5.4 Quantify performance improvements using Google Core Web Vitals and other relevant and industry standard measures.

2.6.6 Digital Creative Services

2.6.6.1 Develop and implement creative assets (creative, copywriting, content development, video and photography support) for all digital advertising channels (paid, owned, and shared) and for all product launch, thematic, and seasonal campaigns.

2.6.6.2 When available, extend…