Draft PWS Family Porgrams App as of 21 July 2025.pdf

PERFORMANCE WORK STATEMENT

(Family Programs Communication Online Platform Subscription)

1. GENERAL. This is a non-personal services contract to provide Vendor Due Diligence support to the United States Army Special Operations Command (USASOC) enterprise. The Government shall not exercise any supervision or control over the contract service providers performing the services herein. Such contract service providers shall be accountable solely to the Contractor who, in turn is responsible to the Government. The Contractor, in turn, shall be accountable to the Government for Contractor or subcontractor personnel.

1.1. Description of Services/Introduction: The Contractor shall provide access to a commercial off the shelf (COTS) Family Programs Communication Online Platform built to optimize family and soldier communication, as defined in this Performance Work Statement (PWS), except for those items specified as government furnished property and services. The Contractor shall perform in accordance with (IAW) the terms and conditions of the contract and consistently with the established standards in this PWS and contract.

1.2. BACKGROUND. The 1st Special Forces Command (Airborne) Family Programs seeks to enhance communication and optimize the delivery of family programs for Community Resource Coordinators, Soldiers, and Families. To achieve this, an online platform with a connected mobile application is required. This platform will serve as a comprehensive solution for communication, survey data collection, local resource information, event planning, event sign-up, and interface with Community Resource Coordinators. Additionally, it should seamlessly integrate with electronic athlete management systems and other data integration tools through an open API. The platform will facilitate enhanced communication between Community Resource Coordinators, Soldiers, and Families, ensuring timely and relevant information exchange. The platform will enable efficient development, distribution, and management of large-scale events, resulting in increased effectiveness and reduced administrative burden. By providing robust features and functionalities, the platform will enable Community Resource Coordinators to optimize their resources and focus on delivering high-quality services. The platform will support data analysis at both command and program levels, facilitating informed discussions and decision-making within the multidisciplinary Human Performance domain. The solution should include a user-friendly online platform accessible on various devices and a connected mobile application for convenient access in the field. The platform should offer seamless integration via an open API with electronic athlete management systems and other data integration tools. Robust security measures should be implemented to protect user data and ensure compliance with applicable regulations and policies. The platform should be designed to handle a growing user base and provide reliable performance under varying workloads.

1.3. OBJECTIVE The basic objective includes the following:

1.3.1. Customize an online platform and mobile application that facilitate effective communication between Community Resource Coordinators, Soldiers, and Families. This includes timely dissemination of information, updates, and announcements related to family programs.

1.3.2. Implement features within the platform to streamline event planning and management processes. This includes functionalities such as event development, distribution, sign-up, and management, ensuring efficient coordination and execution of large-scale events.

1.3.3. Provide Community Resource Coordinators with a comprehensive platform that enables them to optimize their resources and manpower. This includes features that automate administrative tasks, allowing coordinators to focus on delivering high-quality services to Soldiers and their Families.

1.3.4. Customize the platform to support data analysis at both command and program levels. This includes providing tools and functionalities that allow for the collection, organization, and analysis of survey data, enabling informed discussions and decision-making within the multidisciplinary Human Performance domain.

1.3.5. Implement robust security measures to protect user data and ensure compliance with applicable regulations and policies. This includes encryption, access controls, and adherence to privacy best practices to safeguard sensitive information.

1.3.6. Customize the platform with open API integration capabilities, allowing seamless integration with electronic athlete management systems and other data integration tools. This ensures data interoperability and enhances the overall functionality and usability of the platform.

1.4. SCOPE. Customize a user-friendly online and mobile application that allows family members to receive updates, notifications, and important information regarding family programs.

Enable program administrators to send announcements, event invitations, and other relevant information to registered family members. Provide a secure platform for family members to communicate with each other and share resources, such as photos, documents, and event details.

Implement features that promote community engagement, such as discussion forums, polls, and feedback mechanisms. Allow family members to create accounts and authenticate their identities.

Implement appropriate security measures to protect user data. Enable program administrators to post news and announcements. Allow family members to receive notifications for new updates.

Provide a calendar feature for program administrators to schedule and manage events. Allow family members to view event details, register, receive event reminders, and complete after event surveys. Implement messaging functionality for family members to communicate with each other and program administrators. Enable file sharing and document collaboration.

1.5. PERIOD OF PERFORMANCE OR REQUIRED DELIVERY:

Base Year: 12 month Period Option Years: Four (4), 12 month Option Periods

1.6. GENERAL INFORMATION.

1.6.1. Quality Control: Quality Control is the responsibility of the Contractor. The Contractor is responsible for the delivery of quality services/supplies to the Government (see FAR 52.246-1 Contractor Inspection Requirements).

1.6.1.1. Quality Control Program: The Government is committed to a highly interactive relationship between quality control by the Contractor and quality assurance by the government recipient of services. This relationship shall be achieved through an effective Prevention Based Quality Control Program dedicated to ensuring the best possible products and services to end users. The Contractor shall provide their final written Quality Control Plan (QCP) to the Contracting Officer 30 days after contract award for approval. The Contractor shall provide one

(1) paper copy and one (1) digital copy of the QCP to the KO. Changes to the QCP, as they occur throughout the term of the contract, shall be sent to the Contracting Officer for approval. The Contractor shall notify the Contracting Officer within five (5) working days. The QCP shall be always available for review/inspection by the Government.

1.6.1.1.1. The Contractor’s QCP shall demonstrate its prevention-based outlook by meeting the objectives stated in the PWS throughout all areas of performance. The QCP shall be developed to specify the Contractor’s responsibility for management and quality control actions to meet the terms of the contract. The QCP as a minimum shall address continuous process improvement;

procedures for scheduling, conducting and documentation of inspection; discrepancy identification and correction; corrective action procedures to include procedures for addressing Government discovered non- conformances; procedures for root cause analysis to identify the root cause and root cause corrective action to prevent re-occurrence of discrepancies;

procedures for trend analysis; procedures for collecting and addressing customer feedback/complaints.

1.6.1.1.2. Inspections. The Contractor shall establish a comprehensive inspection system/process covering all the performance evaluation attributes iterated throughout this PWS. The QCP shall specify the areas to be inspected on either a scheduled or unscheduled basis, the frequency of inspections and the title of the individual(s) to perform the inspections.

1.6.1.1.3. Deficiencies. Identity the methodologies for identifying and preventing deficiencies in the quality of service performed before the level of performance and performance quality becomes unacceptable/unsatisfactory, as well as a method of correcting the deficiencies (e.g., retraining, recertification, etc.).

1.6.1.1.4. Record Keeping. On-site records of inspection techniques by the Contractor shall be utilized to initiate, record, and report corrective action procedures. The Contractor shall provide, all reports generated because of the Contractor’s quality control efforts. This shall include any summary information used to track quality control, including any charts/graphs.

1.6.1.1.5. All Contractor QCP documentation regarding contract performance metrics and performance quality shall be available at any time upon request for review by the COR or KO.

1.6.1.1.6. The Contractor’s QCP shall be incorporated into and become part of this contract after the plan has been accepted by the Government. Proposed changes made after KO acceptance shall be submitted in writing through the COR to the KO for review and acceptance prior to implementing any revision. The Contractor’s QCP shall be maintained throughout the life of the contract and shall include the Contractor’s procedures to routinely evaluate the effectiveness of the plan to ensure the Contractor is meeting the performance standards and requirements of the contract.

1.6.1.1.7. Performance Evaluation Meetings. The Contractor Representative shall be required to meet periodically with the COR and other Government representatives during contract performance. These meetings shall be conducted to ensure acceptable/satisfactory Contractor performance, performance quality, and address any performance issues. The Contractor may request a Performance Evaluation Meeting in the event a Contract Discrepancy Report (CDR) or other report of substandard performance or performance quality is issued. The COR will document the meeting in a written report within five (5) workdays. The minutes of Performance Evaluation Meetings shall be signed by the Contractor Representative, the COR, and any other meeting attendees. Should the Contractor not concur with the minutes, the Contractor shall so state and submit a formal written response regarding any areas of non- concurrence to the Contracting Officer within five (5) workdays of receipt of the signed minutes.

1.6.1.2. Contractor Discrepancy Report (CDR): When the Contractor's performance is unsatisfactory, a CDR will be issued. The Contractor shall reply in writing within five (5) workdays from the date of receipt of the CDR, giving the reasons for the unsatisfactory performance, corrective action taken, and procedures to preclude recurrence.

1.6.1.3. Quality Assurance: The COR will evaluate the product produced by the Contractor under this contract in accordance with the Quality Assurance Surveillance Plan (QASP). This plan is primarily focused on what the COR must do to ensure that the Contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable defect rate(s). When an observation indicates defective performance, the COR will require the Contractor or designated on-site representative to initial the observation to acknowledge the defective performance. The acknowledgement of the observation does not necessarily constitute Contractor concurrence with the observation, only that the Contractor has been made aware of the defective performance.

1.6.2. Recognized Federal Holidays: The Contractor shall not be required to perform services on recognized federal holidays. The recognized federal holidays include:

New Year’s Day Labor Day Martin Luther King Jr.’s Birthday Columbus Day Washington’s Day Veteran’s Day Memorial Day Thanksgiving Day Juneteenth Christmas Day Independence Day

1.6.2.1. When a holiday occurs on a Saturday, Federal employees are normally granted the previous Friday as the holiday observance. When a holiday occurs on a Sunday, Federal employees are normally granted the following Monday as the holiday. The contractor shall provide reports on the days the Government is scheduled to work.

1.6.2.2. When an unforeseen installation closure occurs on a regularly scheduled day of work, the Contractor will have the following options:

1.6.2.2.1. Reschedule the work so it is performed the following day unless the following day falls on a weekend.

1.6.2.2.2. Reschedule the work on any day that is mutually satisfactory.

1.6.3. Hours of Operation: The Contractor shall be responsible for providing services, interacting with the customer, between the hours of 7:30 AM – 4:30 PM, Eastern Standard Time Monday through Friday, except federal holidays or when the government facility is closed due to local or national emergencies, administrative closings or similar government directed facility closings.

1.6.3.1. The software shall remain fully operational 48 hours a day, 365 days a year. During nights, weekends, and holidays the contractor shall provide adequate technical support to overcome emergent issues and to ensure that the software can continue to function. Within 24-hours of any reported software issue, the Contractor shall contact via phone or email the COR or other identified Government personnel with technical solution.

1.6.4. Place of Performance: Except for occasional meetings with the COR, work will not be performed at Government facilities. The work to be performed under this contract shall be accomplished at the Contractor’s facility. Meetings with the COR will occur at the United States Special Operations Command (USASOC), 2929 Desert Storm Drive, Fort Bragg, North Carolina, 28310.

1.6.6. Post Award Conference/Periodic Progress Meetings: The Contractor agrees to attend any post award conference convened by the contracting activity or contract administration office in accordance with Federal Acquisition Regulation (FAR) Subpart 42.5. The KO and/or COR may meet periodically with the Contractor to review the Contractor's performance. At these meetings the KO and/or COR will apprise the Contractor of how the Government views the Contractor's performance and the Contractor will apprise the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the Government.

1.6.7. Contracting Officer Representative (COR): The COR will be identified by separate letter of appointment. The COR monitors all technical aspects of the contract and assists in contract administration. The COR is authorized to perform the following functions: Assures that the Contractor performs the technical requirements of the contract; performs inspections necessary in connection with contract performance; maintains written and oral communications with the Contractor concerning technical aspects of the contract; issues written interpretations of technical requirements, including government drawings, designs, specifications; monitors Contractor's performance and notifies both the KO and Contractor of any deficiencies; coordinates availability of government furnished property, and provides site entry of Contractor personnel. A letter of designation issued to the COR, a copy of which is sent to the Contractor, states the responsibilities and limitations of the COR, especially regarding changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting contract.

PART 2

DEFINITIONS & ACRONYMS

2. DEFINITIONS AND ACRONYMS:

2.1. DEFINITIONS:

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

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

2.1.3. CONTRACTING OFFICER'S REPRESENTATIVE (COR). An employee of the U.S. Government appointed by the contracting officer to administer the contract. Such appointment shall be in writing and shall state the scope of authority and limitations. This individual has authority to provide technical direction to the Contractor, if that direction is within the scope of the contract, does not constitute a change, and has no funding implications. This individual does NOT have authority to change the terms and conditions of the contract.

2.1.4. CONTRACTOR PERSONNEL. Contractor and subcontractor employees performing working under this contract.

2.1.5. DEFECTIVE SERVICE. A service output that does not meet the standard of performance associated with the Performance Work Statement (PWS).

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

2.1.7. GOVERNMENT-FURNISHED PROPERTY (GFP) OR GOVERNMENT

PROPERTY (GP). Not applicable.

2.1.8. PERFORMANCE PREQUIREMENT SUMMARY (PRS). A listing of the service outputs under the contract that are to be evaluated by the COR on a regular basis, the surveillance methods to be used for these outputs, and the performance requirement of the listed outputs.

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

2.1.10. QUALITY ASSURANCE. A planned and systematic pattern of all actions necessary to provide confidence that adequate technical requirements are established; products and services conform to established technical requirements; and satisfactory performance is achieved. For the purposes of this document, quality assurance refers to actions by the Government.

2.1.11. QUALITY ASSURANCE SURVEILLAND PLAN (QASP). The Government’s organized written document specifying the surveillance methodology to be used for surveillance of Contractor performance.

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

2.1.13. SUBCONTRACTOR. One that enters a contract with a prime Contractor. The Government does not have privity of contract with the subcontractor.

2.1.14. WORKDAY. Standard workday is 7:30 AM – 4:30 PM, Eastern Standard Time. The length of time during a day in which the Contractor provides services, in accordance with the contract. Also referred to as Business Day.

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

2.2. ACRONYMS:

ARSOF Army Special Operations Forces AR Army Regulation COR Contracting Officer Representative CPC Capabilities Protection Cell DA Department of the Army DFARS Defense Federal Acquisition Regulation Supplement DISS Defense Information Security System DMDC Defense Manpower Data Center DOD Department of Defense FAR Federal Acquisition Regulation KO Contracting Officer OCI Organizational Conflict of Interest ODC Other Direct Costs POC Point of Contact PRS Performance Requirements Summary PWS Performance Work Statement QA Quality Assurance QAP Quality Assurance Program QASP Quality Assurance Surveillance Plan QC Quality Control QCP Quality Control Plan SAM System of Award Management SCR Service Contract Reports SOFARS Special Operations Federal Acquisition Regulation Supplement TE Technical Exhibit USG United States Government

USASOC United States Army Special Operations Command

PART 3

GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, AND SERVICES

3. GOVERNMENT FURNISHED ITEMS AND SERVICES:

Not Applicable.

PART 4

CONTRACTOR FURNISHED ITEMS AND SERVICES

4. CONTRACTOR FURNISHED ITEMS AND RESPONSIBILITIES:

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

PART 5

SPECIFIC TASKS

5. SPECIFIC TASKS.

5.1 FAMILY PROGRAMS ONLINE ELECTRONIC PLATFORM.

5.1.1 The Contractor shall provide a user-friendly online and mobile application that allows family members to receive updates, notifications, and important information regarding family programs.

5.1.2. The Contractor shall provide an online electronic platform that includes the following features/capabilities:

5.1.2.1. SYSTEM INTERFACE AND INTEGRATION.

5.1.2.1.1. An open API to work with Athlete Management Systems (AMS) (i.e. Smartabase) to sync data (i.e., rosters, surveys, funding, etc.)

5.1.2.1.2. Import tools built for integrating data (i.e. uploads from other platforms)

5.1.2.2. EVENT PLANNING AND INTEGRATION.

5.1.2.2.1. Implement event planning and management features in the platform.

5.1.2.2.2. Customize functionality for event development, distribution, sign-up, survey and management.

5.1.2.2.3. Ensure efficient coordination and execution of large-scale events through the platform.

5.1.2.2.4. Streamline event planning and management processes for improved efficiency.

5.1.2.3. ADMINSTRATIVE FUNCTIONS.

5.1.2.3.1. Customize a comprehensive platform for Community Resource Coordinators.

5.1.2.3.2. Include features that optimize resource and manpower utilization.

5.1.2.3.3. Automate administrative tasks to reduce coordinator workload.

5.1.2.3.4. Ability to convert survey data into athlete management system (i.e. Smartabase, etc.)

5.1.2.3.5. Customizable exchange system for event planning.

5.1.2.3.6. Ability to search and reuse existing templates built by other Community Resource Coordinators.

5.1.2.4. DATA ANALYSIS OF PROGRAMS AND SURVEYS.

5.1.2.4.1. Customize the platform to support data analysis at command and program levels.

5.1.2.4.2. Provide tools and functionalities for the collection, organization, and analysis of survey data.

5.1.2.4.3. Enable informed discussions and decision-making within the multidisciplinary Human Performance domain.

5.1.2.4.4. Ensure the platform facilitates data-driven insights and supports evidence-based decision-making.

5.1.2.4.5. Data analysis of survey data.

5.1.2.4.6. All data is government owned and will be accessible in bulk or in specific, including all transformations and metadata, via open API access for no additional charge. No proprietary file formats will be accepted. Data will include relevant metadata that encodes all transformations so that an average user could identify data that is raw or processed. Exfiltrating data to other cloud or on prem environments will be straightforward and free to the government.

5.1.2.5. SOFTWARE PLATFORM.

5.1.2.5.1. Community Resource Coordinator-Facing cloud-based web application.

5.1.2.5.2. Soldier and Family Member-Facing mobile application.

5.1.2.5.3. Single Soldier and Family Member login/engagement tracking (i.e. how often soldier or family engages w/ the platform)

5.1.2.5.4. Unit login/engagement tracking.

5.1.2.5.5. Soldier and Family survey capability.

5.1.2.5.6. Ability to view survey data collected.

5.1.2.5.7. Bi-directional Soldier/Family and Community Resource Coordinator communication, survey data, event registration, and event participation viewing.

5.1.2.5.8. Ability to transfer Soldier/Family across organization accounts.

5.1.2.5.9. Mobile application for survey completion.

5.1.2.5.10. Mobile application for event sign in via smartphone.

5.1.2.5.11. Bi-Directional push notifications/alerts between Soldier/Family and Community Resource Coordinator.

5.1.2.6. TECHNICAL SUPPORT.

5.1.2.6.1. Provide technical support within 48 hours.

5.1.2.6.2. Assistance in bulk uploading of Soldier and Family profiles.

5.1.2.6.3. Assistance in bulk uploading of family programs resource data.

5.1.2.6.4. Community resource coordinators direct training sessions available.

5.1.2.6.5. On-site visits by platform technician to onboard newly assigned community resource coordinators and/or provide training on new product features/updates for existing community resource coordinators.

5.2. System for Award Management (SAM) Service Contract Report (SCR):.

5.2.1. ALL contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for the United States Army Special Operations Command via a secure data collection site. The contractor is required to completely fill in all required data fields using the following web address: https://www.sam.gov. Reporting inputs will be for the labor executed during the period of performance during each Government FY, which runs from October 1 through September 30. While inputs may be reported any time during the FY, all data shall be reported no later than October 31 of each calendar year. Contractors may direct questions to the help desk by clicking “View Assistance for SAM.gov” which is located at the top of the SAM.gov website. From there, you can the select “Contact Our Service Desk” which will allow you to contact SAM.gov directly. If contract period of performance ends prior to September 30, the Contractor has 30 calendar days from end date of the contract to complete the SAM SCR requirement.

PART 6

APPLICABLE PUBLICATIONS

6. REQUIRED DOCUMENTS.

6.1 The Contractor shall abide by all applicable regulations, publications, manuals, and local policies and procedures.

AR 25-2 Information Assurance AR 530-1 Operations Security (OPSEC)

PART 7

TECHNICAL EXHIBIT LISTING

7. TECHNICAL EXHIBIT LIST:

7.1. Technical Exhibits:

Technical Exhibit 1 Performance Requirements Summary Technical Exhibit 2 Deliverables Schedule

TECHNICAL EXHIBIT 1

Performance Requirements Summary

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

Performance Objective Standard Performance Threshold

Method of Surveillance

Proportion of Required Service Contract Price

PRS # 1

The Contractor shall ensure that the software application is functional 24 hours a day, 365 days a year. Within 48-hours of any reported software issue, the Contractor shall contact via phone or email the COR or other identified Government personnel.

As detailed in the PWS section 5.1.2.5.

100% Periodic and monthly Surveillance

Performance reported in SPM as less than Satisfactory & a remedy of no more than 10% may be applied against the monthly invoice

PRS # 2

The Contractor shall ensure that the Family Programs Online Electronic Platform IAW Part PWS Section 5.

As detailed in the PWS section 5.

100% Periodic and monthly Surveillance

Performance reported in SPM as less than Satisfactory & a remedy of no more than 10% may be applied against the monthly invoice

TECHNICAL EXHIBIT 2

Deliverables Schedule

Deliverable

Frequency # of Copies

Medium/Format

Submit To

PWS

Paragraph Quality Control Plan

(QCP)

Original: Within 30 days of contract award.

Modifications:

Within 5 working days of change.

One Electronic Copy

QCP delivered via email

Contracting Officer &

COR

Para. 1.6.1.1.

Performance meetings and Contractor Discrepancy Report

Within five (5) working days from receipt.

1 Electronic delivered via email

Contracting Officer

Para.

1.6.1.1.7.& 1.6.1.2.

Deliverable Frequency # of Copies Medium/Format Submit To Quality Control Plan (Enter PWS section #)

One Time – within 30 days of contract award

1 Electronic KO & COR

Family Programs Online Electronic Platform IAW Part

PWS 3.1

One Time – within 30 days of contract award

1 Electronic COR