SaaS SOW.doc

SECTION B. SUPPLIES OR SERVICES AND PRICES AND COSTS

SECTION B – SERVICES PRICES/COSTS

B.1 Labor Hour Items

The Contractor shall provide Software as a Service on a firm fixed price basis.

B.2 Cost Reimbursable Items

Other Direct Costs shall be non-fee bearing, cost reimbursable items.

B.3 Mandatory Items

Event Registration Interactive Surveys, Voting & Quizzes

B.4 Funding

The contractor agrees to perform, or have performed, work on the contract up to the point at which the total amount paid and payable by the Government under the Task Order approximates but does not exceed the total amount actually allotted by the Government to the Task Order.

SECTION C- STATEMENT OF WORK

C.1.0 INTRODUCTION

C.1.1 Identification

General Services Administration (GSA), Office of Citizen Services (OCS), Federal Citizen Information Center, Federal Solutions Division, 1800 F Street, NW, Room G-142, Washington, DC 20405.

C.1.2 Mission

OCS’s mission is to leverage government customer service networks and partnerships government-wide to improve government customer service to citizens.

Currently, OCS works with a variety of federal networks across government that include web content, contact center, and publication managers, as well as senior information technology officials. OCS also maintains partnerships with local, state, and national governments around the world.

Given that all of these groups are gate-keepers of service delivery to the public, OCS intends to take an aggressive leadership role to get these networks to incorporate into their agendas the goal of improved government customer service.

OCS will:

· Bring these networks together and build relationships among them by providing safe forums for the exchange of knowledge, ideas, insights, information, and best practices.

· Manage these forums, which may include face-to-face meetings, teleconferences, videoconferences, online publications, and wiki-supported communities of practice.

· Identify cutting-edge customer-service delivery issues that government leaders will need to deal with in the near future and initiating steps to help governments address these issues.

· Compile and disseminate crucial information on best practices and lessons learned in the application of advanced technology to improving service delivery.

The over-arching goal for all these activities is to transform the delivery of government services to citizens through the power of collaboration, which leverages relationships among significant areas of government and affiliated academic, non-profit and industry groups to ensure that service is transparent and seamless. Research shows–and experience confirms–that citizens do

SECTION C- STATEMENT OF WORK

not care to know which bureaucracy provides the services they need, as long as they get what they want when they want it. Keeping the end user in focus, it is critical for all levels of government to work together to breakdown any barriers that impede this objective. OCS is committed to facilitating this process through information, interaction, and innovation.

C.1.3 Mission of Other Offices

Other Central Office organizations have a similar mission and may be able to use the same kind of facility. Therefore we plan to establish a Blanket Purchase Agreement (BPA) that would allow other organizations in GSA Central Office to make use of this contract vehicle and acquire the same software services using their own justification and funding.

C.1.4 Background

OCS was the executive sponsor for the USA Services e-Government initiative launched in July 2003 with 12 agency partners. The USA Services mission was to improve service to citizens. We now have 39 agency partners, including all cabinet level departments that work with OCS to improve the federal government’s responsiveness to citizens. Working with these partner agencies over the past six years, the OCS has developed and implemented a variety of successful programs.

OCS has now fully integrated the USA Services e-Government Initiative into its infrastructure and has established itself as the government customer service leader in helping agencies serve citizens. OCS provides executive leadership to help other agencies improve the federal government’s overall responsiveness to citizen inquiries. In 2009 OCS will reach out to state, local and international government partners to join us in this effort The Federal Solutions Division--the program office for this initial requirement--supports federal agencies in improving their service to the public by providing standards for service; the USA Contact contract vehicle to assist agencies in establishing and/or enhancing their contact center services; and communities of interest to provide agencies a means to communicate and share customer service best practices. We also sponsor and share the results of research to gain a better understanding of citizen expectations and the latest techniques for measuring customer service in government.

C.1.5 Current Activities In January 2008, OCS established a council dedicated to government contact center leaders. The Government Contact Center Council is an interagency group of contact center directors and managers who have responsibility for center operations and strategy. We are building a close knit community of contact center leaders from across the government who learn from each other about best practices, problems and solutions, research, trends and other issues important to the group.

SECTION C- STATEMENT OF WORK

Also in January 2008, OCS initiated a Government Customer Service Community of Interest. This community of interest is an interagency group of customer service professionals.

The goals of both communities of interest are for its members to:

1. Share information about their best practices, their research, operations and plans for dealing with trends and challenges

2. Identify and develop recommended solutions for critical customer service-related issues

3. Network with other communities of interest to help increase professionalism of customer service in government A community management software tool would enable us to:

· Create an online forum to facilitate communication within and among the various government customer service community channels to share ideas, best practices, and solutions.

· Share best practices in a membership- only wiki environment that would encourage participation from government customer service professionals government-wide.

· Help government customer service professionals stay current on the latest trends in technology, government initiatives, best practices, performance metrics and governance.

· Provide specific resources, training, and tools that members need to strengthen government customer service in such areas as improving the ability for customer service professionals to do their jobs by gaining knowledge of best practices and solutions to problems they face; improving overall government customer service; and creating a dynamic community of government customer service professionals government-wide.

SECTION C- STATEMENT OF WORK

C.2.0 SCOPE OF WORK

The objective of this procurement is to establish a Blanket Purchase Agreement (BPA) from which Central Office organizations can acquire software as a service (SaaS) that integrates modules for a contact directory, public event calendar, email marketing, discussion forum, wiki, and event (training) registration for presentation.

OCS’s Federal Solutions Division plans to use this facility for support of a government citizen service network website.

*[SaaS is a software application delivery model where a software vendor develops a web-native software application and hosts and operates (either independently or through a third party) the application for use by its customers over the Internet. This service is provided on a subscription basis.]

C.2.1 Contact Directory The citizen services community requires a contact directory so registered members can easily search for each other online. The directory would allow members to create their own online profile and search by specific fields.

Members would be able to indicate their areas of expertise in their contact profile to serve as subject matter experts to the community. Members should also have the ability to hide contact information from the general membership. A contact directory is essential to fostering collaboration on customer service best practices across agencies. Membership is not expected to exceed 5000.

C.2.2 Events Calendar An event calendar would provide a resource for the customer service community to share information about training, meetings, and other event opportunities of interest to the community.

C.2.3 Discussion Forum & Blog As members strive to improve service across all channels, they will need the ability to communicate to the larger citizen services community about their issues and new challenges. A discussion forum that can be searched by discussion topic and archived will allow this kind of productive exchange. We will want the capability of creating community blogs and forums for task groups within the larger community. We wish to have the capability to lock specific blogs to member-only access and to lock others to read-only access.

C.2.4 Wiki and Collaboration

SECTION C- STATEMENT OF WORK

Wiki capability will allow members to edit pages and content; view previous versions of, and notes on, wiki-enabled content; upload and embed rich media file types including audio, video, presentations, etc.; collaborate on group or community files posted within the file library, and upload documents to a group or community file library. We also would like to capture comments to posted files.

C.2.5 Event Registration Event registration will allow members to register online for events such as in-person conferences, telecons, and webinars.

C.2.6 Interactive Surveys, Voting & Quizzes Occasionally we need to reach a consensus on an issue by voting or collecting input from users via a survey. We want to be able to create customized surveys, quizzes and voting ballots and export all respondent data.

C.3.0 REQUIREMENTS FOR SOFTWARE SERVICE

C.3.1 Software Requirements Checklist

Software Requirements Checklist

Infrastructure (1-10) and Administrative (Back-End) Features (11-55)

All electronic and information technology (EIT) procured through this contract must meet the applicable accessibility standards at 36 CFR 1194, unless an agency exception to this requirement exists. The 36 CFR 1194 implements Section 508 of the Rehabilitation Act of 1973, as amended and is viewable at http://www/access-board.gov.

All deliverables must be Section 508 compliant. Complete technical descriptions are provided on the following website at http://www.section508.gov.

Where appropriate, the contractor shall indicate for each line item in the schedule whether each product or service is compliant or non-compliant with the accessibility standards at 36 CFR 1194. Further, the proposal must indicate where full details of compliance can be found (e.g., vendor's website or other exact location).

The offeror shall generally and substantially meet Section 508 accessibility provisions, when applicable, as stated in Federal government sources such as http://www.section508.gov. The offeror shall execute good faith efforts and due diligence to generally and substantially comply with Section 508 accessibility provisions. Significant exceptions based on time, schedule or function shall be coordinated with the Government.

The vendor must state in their offer that they satisfy the requirements for Secure Sockets Layer (SSL) connections and follow generally accepted IT security practices in the commercial arena. The vendor's facilities must have management, operation and technical controls in place that generally and substantially protect access to the data collected for this application. The vendor will generally and substantially comply with principles, practices and recommendations identified in the Open Web Application Security Project. SSL Certificates must be able to be applied to the domains we specify in each task order.

Workflows (56-59) Front-End Features for All Modules (60-66)

Front-End Features: Contact Directory (67-71)

Front-End Features: Public Event Calendar (72-75)

Front-End Features: Discussion Forum (76-85)

Front-End Features: Events Registration (86-92)

C.3.2 SECTION 508 REQUIREMENTS

All electronic and information technology (EIT) procured through Task Orders must meet the applicable accessibility standards at 36 CFR 1194, unless an agency exception to this requirement exists. 36 CFR 1194 implements Section 508 of the Rehabilitation Act of 1973, as amended, and is viewable at http://www.accessboard.gov/sec508/508standards.htm.

The Contractor shall indicate for each line item in the schedule whether each product or service is compliant or non-compliant with the accessibility standards at 36 CFR 1194. Further, the proposal must indicate where full details of compliance can be found (e.g., vendor’s website or other exact location).

C.3.3 Business Requirements

The offeror is asked to demonstrate the stability of their firm and reputation of the firm and its ability to provide quality personnel and services on demand. The offeror shall describe their expertise and the experience of their staff. They shall describe the firm so that evaluators can determine their status in this field. Resumes of staff members, such as might be brought to tasks

SECTION C- STATEMENT OF WORK

on this contract, will be provided for evaluation. The offeror is asked to describe times when it has been able to respond in a timely manner to customer needs with the kinds of personnel and services when required.

SECTION D –PACKAGING AND MARKING

Intentionally left blank.

SECTION E – INSPECTION AND ACCEPTANCE

E. 1 Inspection and Acceptance The COTR will inspect deliverables and the contractor will be notified of the government’s findings within 10 workdays after the receipt of the deliverable.

SECTION F- DELIVERIES OR PERFORMANCE

F.1 Period of Performance

The period of performance of this contract is one year from the date of award. The Government reserves the right to exercise any or all of four one-year options thereafter.

F.2 DELIVERABLES

F.1.1 Section 508

All electronic and information technology (EIT) procured through this contract must meet the applicable accessibility standards at 36 CFR 1194, unless an agency exception to this requirement exists. The 36 CFR 1194 implements Section 508 of the Rehabilitation Act of 1973, as amended, and is viewable at http://www.access-board.gov. All deliverables will be Section 508 compliant. Complete technical descriptions are provided on the following website at http://www.section508.gov.

Where appropriate, the contractor shall indicate for each line item in the schedule whether each product or service is compliant or non-compliant with the accessibility standards at 36 CFR 1994. Further, the proposal must indicate where full details of compliance can be found (e.g., vendor’s website or other exact location).

To help GSA assess an electronic product or information technology’s conformity to Section 508 guidelines, offerors are requested to complete the following as part of their technical bid proposal:

1. Completion of the Voluntary Product Accessibility Template (VPAT):

http://www.itic.org/archives/ITI%20Voluntary%20Product%20Accessibility%20Template.htm

2. Completion of Priorities 2 and 3 of the checklist of Checkpoints for Web Content Accessibility guidelines (WCAG) 1.0: http://www.w3.org/TR/WAI-WEBCONTENT/full-checklist.htm.

3. Provide contact information (email and telephone number) for a technical representative (developer) who can respond to questions regarding accessibility and compliance. USA Services Technical Solutions will determine what constitutes compliant and accessible as driven by guidelines provided by the U.S. Access Board (http://www.access-board.gov) and the experience of our users.

SECTION F- DELIVERIES OR PERFORMANCE

F.1.2 Deliverables and Schedule

F.1.3 Delivery Instructions

The Contractor shall provide all necessary instructions, access, accounts, and or passwords to allow for full use of their service. The Contract shall protect and not distribute to unauthorized parties any contact information, data, or information while the Government develops or collects as a result of the use of this service.

All deliverables shall be submitted to the COTR, unless otherwise agreed upon. Deliverables are to be transmitted with a cover letter, on the prime Contractor’s letterhead, describing the contents.

SECTION G – CONTRACT ADMINISTRATION DATA

G.1 CONTACT INFORMATION

Contracting Officer’s Technical Representative (COTR)

(Unless otherwise instructed in the individual task order against the BPA)

Contact:

Carole Dobbs

Email:

carole.dobbs@gsa.gov

Phone:

202-219-1680

Address:

GSA/OCS

Federal Solutions Division

1800 F Street, NW

Room G-142

Washington, DC 20405

Contracting Officer’s Point of Contact:

Contact:

Emil P. Loczko, Jr.

Email:

emil.loczko@gsa.gov

Phone:

202-219-3476

Address:

GSA/ACMD

1800 F Street, NW

Room G-241

Washington, DC 20405

G.1.1 The offeror shall include the payment address in the proposal if it is different from that shown for the offeror.

G.2 PROCEDURES FOR PAYMENT

Billing and payment shall be accomplished in accordance with the BPA, or the individual task orders. The contractor may invoice only for services ordered by GSA and actually used in direct support of the program office.

· The Contractor shall submit an original invoice for payment to GSA Financial Operations and Disbursement Division.

SECTION G – CONTRACT ADMINISTRATION DATA

· A duplicate invoice with supporting documentation is sent to the Contracting Officer’s Technical Representative (COTR) who will confirm deliveries or performance made against the invoiced line items to ensure that the correct amounts have been billed and documents any price deductions. The COTR will certify (using the COTR stamp) and provide signature indicating that the invoice is valid for payment. A Receiving Report must be completed authorizing the GSA’s payment office to process payment of the invoice. The Receiving Report must be accompanied by a copy of the Government’s document/documents accepting the covered services. Invoices are authorized for payment upon the Government’s receipt and acceptance of deliverables specified in the task order and the receipt of a valid invoice.

Invoices will be rendered no later than the 10th calendar day of the month following performance and must be accompanied by all status reports submitted during that period. The COTR must receive a copy of the invoice and all supporting documentation before or at the same time as the GSA Finance Office.

Invoices are authorized for payment upon the Government’s receipt and acceptance of deliverables specified in the contract and the receipt of a valid invoice. Invoices must include the following:

1. Name and address of the Contractor;

2. Invoice date and number;

3. Contract Number, Order Number and Pegasys Document Number (Block 4 on GSA Form 300) and any contract line item numbers;

4. Description of the services provided including quantity, unit of measure, unit price and extended price of the item(s) delivered; period of service and/or dates that services were provided, etc.;

5. Name and address of official to whom payment is to be sent;

6. Name, title, and phone number of person to be notified in event of defective invoice; and

7. Taxpayer Identification Number (TIN). The Contractor will include its TIN on the invoice only if required elsewhere in this contract.

Please note: Failure to send both copies could delay your payment.

1. The Contractor will submit an original invoice for payment to GSA Financial Operations & Disbursement Division.

GSA Financial Operations & Disbursement Division (Payment Office)

PO Box 419279

1500 E. Bannister Road

SECTION G – CONTRACT ADMINISTRATION DATA

Room 1011

Kansas City, MO 64141

Telephone Number: (816) 926-7287

FAX Number: (816) 926-5189

2. A duplicate invoice with supporting documentation is sent to the contracting Officer’s Technical Representative (COTR) who will confirm deliveries or performance made against the invoiced line items to ensure that the correct amounts have been billed and documents any price deductions. The COTR will then sign the invoice and complete the Receiving Report to authorize the GSA’s payment office to process payment of the invoices.

SECTION H – SPECIAL CONTRACT REQUIREMENTS

H.1 General Provisions

H.1.1 Term of Contract

The term of this Contract is for support for one (1) calendar year from the date of signed BPA with four (4) single, renewal optional calendar years.

H.1.2.

Option To Renew

This Contract is renewable for up to four additional years at the discretion and at the option of the Government, by written notice to the Contractor, provided that the Government shall give the Contractor a preliminary written notice to renew at least thirty (30) days before the Contract expires. This preliminary notice does not constitute a commitment by the Government to renew.

H.1.3 Issuance of Task Orders

The government will issue written Task Orders as requirements occur.

H.2 Contractor Responsibilities

H.2.1 Contractor Provision of Equipment and Supplies

The Contractor shall provide all office equipment and consumable supplies required in the performance of all task orders or in support of all task orders awarded under this BPA.

H.3 SECURITY

UNCLASSIFIED. The Federal Acquisition Regulation (FAR) council requires that all agencies ensure contractors have received background investigations equivalent to investigations performed on federal employees. As outlined in GSA CIO P 2100.1C – GSA Information Technology Security Policy, SOP, GSA Homeland Security presidential Directive-12 and Internal GSA contractor investigation procedures, the following is required. GSA will perform Background Investigations. For this purpose a National Agency Check with Credit (NACIC) will be conducted on all personnel who require access to each selected government site and any

SECTION H – SPECIAL CONTRACT REQUIREMENTS

information system. GSA will provide necessary forms in advance so they can be completed and turned into the COTR prior to reporting for duty. Contractor personnel shall also be required to submit a Request for User ID when access is required to a Government computer. The contractor may be required to have access to live data and/or sensitive information and resources during performance this order. The contract shall not divulge any information to anyone who is not authorized access to such information. The contractor will observe and comply with the security provisions in effect at each selected site. Any required identification badges will be worn and displayed at all times. Contractor personnel shall submit a Request for Deletion of User ID when access is no longer required.

H.4 Limitations

Issuance of this BPA shall not in any manner provide for, or imply, any agreement on the part of-the Government to issue Task Orders. Appropriation data will be cited on each Task Order.

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