ESM_Attachment 9 Management and Technical Section L and M Final.pptx

Management and Technical Section L&M

ATTACHMENT 9 - MANAGEMENT AND TECHNICAL SECTION L & M

Offerors shall describe how the full end-to-end solution is currently being provided and is in operation for other customer(s). (Offerors shall provide a minimum of one reference).

For each customer reference, provide the following:

Name/Identification of current customer Narrative description of customer’s needs and operating solution Current role of any subcontractor(s) Narrative description of the size, scope, and complexity of customer environment and how the customer reference relates to the size, scope, and complexity of this effort Relevant Experience (SFT1):

USM will evaluate:

Demonstrated ability to fulfill a minimum of 150K orders within 72 hours or less for peak events Ability to handle large spikes during product drops.

The full end-to-end solution must be in operation today for a minimum of one customer.

The Government will highly rate Offerors that propose subcontractors that have a current role in the proposed end-to-end solution.

How well the size, scope, and complexity of the customer(s) environment relate to the size, scope, and complexity of this effort.

Offerors that can demonstrate more than one instance of successfully implementing and operating the full end-to-end solution will be rated higher.

Technical Factor (F1) Relevant Experience Subfactor (SFT1)

Offeror shall propose an implementation approach for logical and physical design that addresses all of the evaluation areas in Section M, and addresses all the logical and physical design needs of the USM described in SOO Task 6.2 and 6.3.

Implementation Approach for Logical and Physical Design (SFT2):

USM will evaluate:

Approach to execute logical and physical design is comprehensive, feasible, and rational.

Strategy to achieve Go Live on or before 1 October 2023 is comprehensive, feasible, and rational.

Offerors that can demonstrate how they will maximize the use of their existing processes, systems, features, facilities, and capabilities will be highly rated.

Approach to integrate with USM internal/external systems is comprehensive, feasible, and rational.

Testing approach is comprehensive, feasible, and rational, and testing results will demonstrate readiness to achieve Go-Live.

Transition/cut-over approach to transition from current legacy systems and business operations, to the Offeror’s end-to-end solution, is comprehensive, feasible, and rational.

Transition from legacy systems to Offeror’s approach would not result in any downtime or customer’s need to recreate accounts.

Technical Factor (F1) Implementation Approach for Logical and Physical Design Subfactor (SFT2)

Offeror shall propose an end-to-end solution that addresses all of the evaluation areas described in Section M.

Offeror shall describe all the hardware, software and network components that comprise the end-to-end solution.

Offeror shall provide a completed Functional/Business Needs Matrix Spreadsheet (Appendix A-2). End-to-End Solution (SFT3):

USM will evaluate:

The proposed end-to-end solution is comprehensive, feasible, and meets the objectives defined in the SOO and Appendix A-1.

Offeror demonstrates how the proposed IT systems to support the USM are reliable, extensible, fast, stable, and secure and will support USM’S full end-to-end operations.

Offeror demonstrates how systems and processes are responsive and scalable to meet demand during peak sales periods and varying activity levels.

Offeror demonstrates how integration with USM’s internal and external systems will maximize interoperability and compatibility.

Offeror demonstrates that the Offeror’s solution is fully integrated to provide a seamless user experience.

Proposed end-to-end solution effectively improves the USM customer user experience for web, point of sale and call centers.

Proposed solution improves overall capabilities to the USM to include order processing and fulfillment cycle times.

Offeror demonstrates how additional proposed services and functional capabilities will better achieve USM objectives.

Offeror demonstrates how it will provide a state-of-the-art user experience over the life of the contract.

Offeror demonstrates how it will provide a continuous improvement process as it relates to both cost and customer experience over the life of the contract.

Plan that includes efforts to support continued growth in customer and sales volume.

Functional/Business Needs Matrix:

Offerors shall provide all needs prioritized as “1” in Sections 1.0 and 2.0.

All narrative descriptions provide USM with a clear understanding of how functions, features, and processes operate.

Narrative descriptions under Section 3.0 and 4.0 provide USM with a clear understanding of how additional features will benefit the USM.

Offerors that can provide a higher number of functions, features, and processes from Functional Requirements Sections 1.0, 2.0, and 3.0 standard/out-of-the-box will be rated higher.

Technical Factor (F1) End-to-End Solution Subfactor (SFT3)

Offeror shall propose a Draft Performance Work Statement (PWS) that details tasks and deliverables required to implement and maintain the objectives of the Statement of Objectives (SOO). (Please Note: Minimum PWS tasks are identified in Section 6.0 of the SOO; minimum deliverables content requirements are identified in Appendix B of the SOO).

Offeror shall propose a Quality Assurance Surveillance Plan (QASP) that details the proposed performance incentives and disincentives on the contract. The QASP will be incorporated into the resultant contract. PWS (SFT4):

USM will evaluate:

PWS is comprehensive and feasible, and clearly addresses all of the SOO tasks, deliverables content requirements, and delivers an end-to-end solution to the USM.

PWS clearly aligns with the plans and strategies proposed throughout the Technical and Management sections.

QASP includes industry standards and incentives designed to reward superior performance (e.g. customer satisfaction, as measured by third parties, timely submission of deliverables) and disincentives to penalize poor performance are appropriate.

Technical Factor (F1) Performance Work Statement (PWS) Subfactor (SFT4)

Offeror shall provide a program management plan that addresses all of the evaluation areas described in Section M, and addresses all the program management needs of the USM described in SOO Task 6.1.

Offeror shall propose Service Level Agreements (SLAs)/Business Performance Standards. SLAs/Business Performance Standards will be incorporated into the resultant contract. Program Management (SFM1):

USM will evaluate:

The proposed program management structure adequately addresses accountability and reporting throughout the life of the contract.

The proposed organizational structure provides a clear delineation of responsibilities for the successful accomplishment of each phase of the contract.

The program management approach provides effective lines of authority and communication.

Processes exist to manage quality, change, risks, schedule and cost, maintain consistency, identify and resolve problems, encourage productivity, and efficiency. Processes are effective and appropriate for the proposed end-to-end solution.

Processes exist to stay current with industry standards, best practices, and keep pace with emerging technologies and capabilities. They are embedded in program management processes and will result in a benefit to the USM.

Business analytics information proposed will provide added value to the USM business operations and provide line of sight and support to all aspects of USM business .

Offeror proposes an effective management strategy to reduce USM cost of operations over the life of the contract.

Proposed SLAs/Business Performance Standards are in line with industry standards and are appropriate for the size, scope, and complexity of this effort.

Management Factor (F2) Program Management Subfactor (SFM1)

Offeror shall provide an operations and maintenance plan that addresses all of the evaluation areas described in Section M and addresses all of the operations and maintenance needs of the USM described in SOO Task 6.4.

Offerors shall provide specifications of the proposed warehouse to include:

Location(s) to include address(es) Throughput capacity Storage capacity Square footage Climate control Automation Accuracy rates Box and dunnage solutions

Operations and Maintenance Management (SFM2):

USM will evaluate:

Strategy to meet high level of customer satisfaction is comprehensive and demonstrates how it will meet USM customer satisfaction objectives.

Incident management and resolution strategy is structured, efficient and effective to support accurate and efficient discovery of root cause and solutions that drive customer satisfaction.

Capacity is scalable and strategy to handle USM sales peaks is feasible across the entire solution.

Strategy to continually evolve the operational solution to meet emerging industry standards, capability, and customer expectations is innovative and demonstrates how it will provide a benefit to the USM.

Contact center operations strategy and proposed services are comprehensive and demonstrate how the offeror will provide effective, efficient, and high quality operations, and provide knowledgeable staff that have a USM customer focus.

Fulfillment center operations strategy and proposed services are comprehensive and demonstrate how offeror will provide effective, efficient, and high-quality operations.

E-commerce operations strategy and proposed services are comprehensive and demonstrate how offeror will provide effective, efficient, and high-quality operations and maximizes systems benefits for the USM.

Marketing services are comprehensive and demonstrate how Offeror will provide effective, efficient, and high-quality operations and maximizes systems benefits for the USM.

Overall project integration is comprehensive and demonstrates how Offeror will provide effective, efficient, and high-quality operations and maximizes systems benefits for the USM.

Management Factor (F2) Operations and Maintenance Management Subfactor (SFM2)

Offeror shall provide a sub-contracting plan that addresses all of the evaluation areas in Section M. The proposal shall identify the name of the prime contractor and provide a narrative description of the role of the prime contractor.

For each proposed subcontract provide the following information:

Name/Identification of each subcontracting firm Copy of contract and/or agreement between prime and subcontractor Narrative description of subcontractor’s roles and responsibilities Narrative description of past and current business relationships between prime contractor and subcontractor Subcontractor/Vendor Management (SFM3):

USM will evaluate:

The effectiveness of processes and methods to assure the production of quality deliverables from each subcontractor/vendor.

Channels of communication and lines of authority are clearly delineated.

The assignment of subcontractor/vendor responsibilities is appropriate for the effort, and processes to resolve issues is clear and effective.

The Government will highly rate offerors that currently operate with proposed subcontractors/vendors in their proposed roles.

The Government will highly rate offerors that minimize the number of subcontractors/vendors on this effort.

The Government will highly rate proposals for which the prime is directly providing the O&M services.

The Government will highly rate Offerors where the prime has demonstrated experience integrating all aspects of large scale and complex O&M systems across all subcontractors/vendors, including the technology stack and performance and operational reporting.

Management Factor (F2) Subcontractor/Vendor Management Subfactor (SFM3)

Offeror shall provide a Staffing and Personnel Plan that addresses all of the evaluation areas described in Section M.

Offeror shall identify key personnel and provide description of qualifications. At a minimum, the Offeror’s Program Manager, Call Center Manager, Fulfillment Center Manager, e-Commerce Solutions Manager, and Security Manager must be identified as Key Personnel. The Offeror shall provide a statement of commitment for a minimum of one-year for each of the Key Personnel proposed. Resumes should include at a minimum, education, certifications, past employers, and years of relevant experience.

Offeror shall propose a staffing matrix that includes position/job descriptions for all positions that will be delivering services to USM over the life of the contract. Position/job descriptions shall include the following: Position Title, Primary Duty Responsibilities, Experience, and Education. (Please note: Position/job descriptions shall be identical to what is provided in the Pricing Proposal). Staffing and Personnel (SFM4):

USM will evaluate:

The strategy to hire, retain, and motivate staff is comprehensive, feasible, and takes into consideration the time required to obtain public trust clearances. The plan will likely result in the hiring and retention of qualified professionals in a timely manner.

Proposed key personnel positions are appropriate for the proposed end-to-end solution.

Proposed key personnel resumes demonstrate the technical expertise and experience necessary to successfully perform a contract of this size, scope, and complexity.

Proposed staffing matrix is comprehensive and appropriate to implement and maintain the contractors proposed end-to-end solution. Position/job descriptions provide sufficient detail and provide suitable levels of experience and education for the responsibilities identified.

Management Factor (F2) Staffing and Personnel Subfactor (SFM4)