fy24 Jodel performance work statement (PWS).docx

27 September 2023

PERFORMANCE WORK STATEMENT (PWS)

FOR

SOCIAL MEDIA MONITORING

AT

USAFA, CO

27 Sep 23

BACKGROUND: The United States Air Force Academy (USAFA) needs to combat social media malicious intent (i.e. cyberbullying, spreading hate speech, mis/disinformation for targeted harassment, etc.). Identified & heightened occurrences of misconduct among the cadets have the potential to negatively impact culture, climate, good order, and discipline of all personnel on USAFA. Additionally, unethical, unprofessional, and illegal actions online can lead to damage organizational reputations, challenge confidence in leadership, and undermine USAFA and Air Force initiatives. USAFA seeks to combat these challenges through contracted support to monitor social media platforms (i.e. Jodel, Snapchat, TikTok, Youtube, etc.), as well as directly correspond with leadership of the social media platforms, to address violations of law and company policies. The primary social media platform that USAFA needs immediate support for monitoring is "Jodel". USAFA needs a contractor to actively monitor posts, report violations, and construct Courses of Action for various USAFA entities regarding Social Media cultural and climatic influence.

1. DESCRIPTION OF SERVICES. The Contractor shall provide advisory and assistance services for social media monitoring services of the application “Jodel” and other popular social media platforms used by United States Air Force Academy (USAFA) cadets. The contractor shall quickly and effectively coordinate with Jodel to actively address posts by USAFA Cadets or Permanent Party that violate company policies and/or United States laws, or those identified to negatively impact the culture & climate of USAFA. The contractor shall be responsible for generating timely, detailed reports to allow USAFA leadership to act quickly and address violations. The contractor shall work with Jodel to identify USAFA affiliated Jodel users that violate United States laws. The contractor is encouraged and expected to use innovative approaches to efficiently and effectively accomplish PWS requirements in a timely manner, at reduced costs, and in a way which provides USAFA leadership and Mission Elements (MEs) the flexibility to address inappropriate uses of social media that are counter to good order and discipline.

1.1 REQUIREMENTS.

1.1.1. SCOPE THE CHALLENGE. The contractor shall identify areas of online misconduct, themes/patterns, USAFA cadet user behavior, etc., specifically on the application Jodel. The contractor shall conduct an in-depth assessment of online conduct (may be remote or in-person). The contractor may develop a cadet survey issued by USAFA to identify attitudes, usage patterns, skill level, etc., related to social media. See Service Delivery Summary (SDS), PWS paragraph 2.1 for specific delivery requirements and timelines.

1.1.1.1. The contractor shall prepare an initial, detailed report that provides USAFA leadership with an assessment of USAFA cadet social media user behavior. The report shall include recommendations on how to best address the issues to promote cultural induction.

1.1.1.2. The contractor shall draft a social media policy, in coordination with USAFA leadership, for approval by the Superintendent. The policy shall incorporate applicable DoD and Air Force-level guidance and policies and address expectations, inappropriate behavior, and consequences. The contractor shall coordinate with the appropriate USAFA entities to properly staff and route the social media policy for approval.

1.1.1.3. The contractor shall develop a written response process and corresponding guide for Permanent Party Staff and Officer of the Day to follow when harassing or illegal violations are found.

1.1.1.4. The contractor shall coordinate with USAFA entities to effectively develop a written guide for Cadet Reporting, that USAFA can distribute digitally (PDF file).

1.1.1.5. The contractor shall provide in-person or virtual (live or on-demand) training on how USAFA permanent party and cadets should address violations. Training should focus on the USAFA process for reporting violations, how cadets and/or permanent party should confront posts (online) that violate community standards, DoD Social Media Policies, and/or US law.

1.1.2. SOCIAL MEDIA MONITORING: The Contractor shall actively monitor Jodel and other popular social media platforms used by USAFA cadets for posts that violate USAFA’s social media policy when exercised by the government. (PWS para 1.1.1.2.) The primary application for monitoring is Jodel. The government shall notify the contractor The contractor should provide monitoring during peak usage hours daily. Active monitoring should provide time for USAFA leadership to address violating posts within 1 day of discovering the post. If a post is found to contain suicidal, homicidal, harassment or threats of violence or self-harm, the contractor shall immediately notify base authorities.

1.1.2.1. The contractor shall work with USAFA/JA, Center for Character and Leadership Development (CCLD), develop and establish criteria for violating posts/online misconduct based on findings from Phase 1 Assessment (PWS, para. 1.1.1.1.) and Policy Review (PWS, para. 1.1.1.2.). This criteria should be outlined in both the permanent party and cadet response guides (PWS, para. 1.1.1.2., 1.1.1.3., & 1.1.1.4.), as well as the Social Media Policy.

1.1.2.2. The contractor shall develop an internal (i.e. Superintendent/Commandant/CCLD/Permanent Party) response strategy for USAFA that outlines the process for collecting and responding to online misconduct on Jodel. The contractor shall update the internal response strategy with MEs for online misconduct at USAFA to reflect changes in social media app migration (e.g. cadets stop posting on Jodel and finding another app).

1.1.2.3. The contractor shall provide a monthly report outlining the violations found on Jodel and actions taken. The format of this report is determined by the contractor. This report should include an After Action Report (AAR) for any engagements with Jodel (or other Social Media entity) that provides a record of any discussions or actions taken by USAFA and/or Social Media corporation. The contractor shall provide a running analysis capturing and categorizing reported comments over time. In an attempt to derive correlation between type/frequency/volume of reported comments, the government shall provide a cadet wing and Dean of Faculty (DF) schedule of events will be provided.

1.1.3. EXTERNAL COMMUNICATION. The contractor shall establish communication between Jodel (or other Social Media entity) corporate representatives and USAFA leadership regarding the Jodel community geographically affiliated with USAFA.

1.1.3.1. The contractor shall engage in and coordinate conversation with Jodel corporate leadership and USAFA leadership to present requests/recommendations such as increased moderation, strengthen community guidelines, limit community access (i.e. Jodel-imposed geo-fence), etc. Note: While there are no guarantees that can be made regarding Jodel’s responsiveness to our requests, the contractor must work to establish relationships between USAFA and Jodel, or other popular Social Media platform corporate entities, to reduce violations of DoD social media policies. One potential option is to explore geo-fencing options for Jodel/USAFA to prevent users from posting on Jodel when they are not located on campus.

1.1.3.2. When appropriate, the contractor shall work with Jodel to provide attribution of offending posters to appropriately and legally address violations.

1.1.4. ANNUAL SOCIAL MEDIA AND ONLINE CONDUCT UPDATES: The contractor shall review the effectiveness of response strategies and social media policies, annually, and provide recommendations for improvements.

1.1.4.1. The contractor shall provide a detailed annual report at the end of the contract period (See Service Deliverable Summary) that reviews the progress made, how effective were USAFA’s social media policy and response strategies in changing the culture at USAFA, an analysis of the type/frequency/volume of reported comments to help USAFA take preventative measures, areas for improvement, and areas USAFA should continue beyond the contract.

2. SERVICE DELIVERY SUMMARY.

PERFORMANCE OBJECTIVE

PWS Paragraph

PERFORMANCE THRESHOLD

Scope the Challenge: Provide detailed, initial report of the current USAFA cadet social media usage challenges/issues

1.1.1.1.

Within 30 days of contract award, 100%

Draft USAFA social media policy for Superintendent signature

1.1.1.2.

Within 10-15 working days of submitting Initial Report, 100%

3. GOVERNMENT-FURNISHED PROPERTY AND SERVICES. Access to USAFA public Wifi. Office Space can be provided if needed.

4. GENERAL INFORMATION.

4.1. DELIVERY. The Contractor shall perform the above services, excluding Federal holidays.

4.1.1. If a scheduled report due falls on an observed Federal holiday, the report shall be due on the next workday, (i.e., if a holiday falls on Thursday, service will be performed on Friday). The only exception is Thanksgiving, in which case the report shall be due on the preceding Wednesday. The following Federal Legal holidays and Calendar Year 2024 Family Days are observed by this base:

5. APPENDICES. None