PWS Template_03312025.docx

Defense Manpower Data Center Fiscal Year (FY) 2025 Technical Training Contract Performance Work Statement (PWS)

1.0 INTRODUCTION

The Defense Manpower Data Center (DMDC) requires an assortment of technical training for its Federal employees to enhance their professional capabilities, increase their efficiencies and enable them to apply the knowledge, skills, tools, and techniques of industry to meet mission objectives.

2.0 BACKGROUND

In accordance with Defense Human Resources Activity (DHRA) Strategic Management Plan Fiscal Year (FY) 2024-2030, dated 20230922, DMDC requires Training, Education & Professional Development activities and programs to meet identified requirements for a high-performing workforce of civilian employees and potential future supervisors, managers, and executives. The Director, DMDC has further delegated the aforementioned responsibility to the Division Director, Administration and the responsibility to ensure all mandatory and technical training requirements are met in accordance with the DoD Guidelines for Mandatory and Technical Training. Based on the guidance, the Division Director, Administration and Operations has requested technical training for DMDC Federal employees. The training requirement shall be valid one year from date of award.

3.0 SCOPE

The Contractor shall provide the personnel, management, materials and resources necessary to deliver comprehensive technical training for DMDC Federal employees via virtual environment.

4.0 REQUIREMENTS

The Contractor shall:

4.1 Provide the following virtual, technical trainings:

4.1.1 Artificial Intelligence in the Contact Center (instructor-led) Course topics shall include:

· Introduction to AI and its role in call centers

· Natural Language Processing (NLP) for call centers

· AI-Powered Chatbots and Virtual Agents

· Speech Analytics and AI-Assisted Call Monitoring

· AI-Driven Call Routing and Workforce Optimization

· Automated Case Summarization and Note-Taking

· Ethical Considerations and Bias Mitigation in AI for Call Centers

· AI for Training and Performance Enhancement

· AI and Cybersecurity in Call Centers

· Implementation Strategies and Change Management for AI Adoption

· Understanding the importance of governance, change management & hiring for an AI future

· Best practices to avoid the common pitfalls of an AI transformation in the contact center

4.1.2 CompTIA Cybersecurity Analyst (CySA+) (instructor-led)

· Access to the official CompTIA CySA+ course materials (print or eBook format), including the study guide, online labs (CertMaster Labs), and practice exams (CertMaster Practice)

· Online Lab Environment: Access to an online lab environment that provides hands-on experience covering the course content and concepts

· CSO-003 exam voucher plus one, no cost retake option for each student

4.1.3 CompTIA Cloud+ Complete Bundle (instructor-led)

· CompTIA Cloud+ Course Materials: Access to the official CompTIA Cloud+ course materials, including the study guide, online labs, and practice exams

· Online Lab Environment: Access to an online lab environment that provides hands-on experience with cloud computing platforms, such as Amazon Web Services (AWS), Microsoft Azure, Google Cloud Platform (GCP), or IBM Cloud

· CVO-004 exam voucher plus one, no cost retake option for each student

4.1.4 CompTIA Security+ (SYO-701) Complete Bundle (instructor-led)

· CompTIA Security+ Course Materials: Access to the official CompTIA Security+ course materials, including the study guide, online labs, and practice exams.

· Online Lab Environment: Access to an online lab environment that provides hands-on experience with the Security+ exam concepts and content

· SY0-701 exam voucher plus one, no cost retake option for each student

4.1.5 CompTIA SecurityX (formerly known as CompTIA Advanced Security Practitioner (CASP+)) (instructor-led)

· CompTIA Security X Course Materials: Hard copy or eBook access to the course material/study guide, access to the online labs (CertMaster Labs for Security X), access to the practice exam and study guide test question bank (CertMaster Practice for SecurityX training)

· CAS-005 exam (December 17, 2024 version) voucher plus one, no cost retake option for each student

4.1.6 Data Insights & Visualization Professional Certificate Program (Advanced) (instructor-led)

· The training must lead to a Data Visualization certification

· Teach data types, structures, and formats

· Teach how to prepare data for analysis and visualization

· Provide an understanding of data sourcing concepts and methods

· Teach how to develop narratives and business insights in a compelling manner

· Train how to make judgments using data, to understand distinctions such as that between correlation and causation

· Introduce tools for data preparation such (i.e. R, Python, Jupyter, SAS)

· Introduce common tools used for data visualization, comparing and contrasting features available in these programs (i.e. Tableau, Power BI, Excel)

4.1.7 Data Lineage Fundamentals Learning Plan (self-paced)

The course shall teach students how to:

· Identify differences between different data lineage-related concepts

· Design the metamodel of data lineage that fits an organization’s needs

· Define the scope of a data lineage initiative

· Choose an appropriate approach, method, and tools for data lineage documentation

· Analyze and validate outcomes of data lineage

· Identify various types of critical data elements along data chains

· Use data lineage for building quality checks

· Use data lineage within other Data Management disciplines

4.1.8 Data Quality Masterclass (self-paced)

The course shall:

· Provide a deep understanding of the Data Quality Management discipline by using hands-on, contextual examples.

· Showcase why Data Quality is important.

· Explain how to use Data Quality principles to manage the data in your organization.

· Teach concepts of Data Quality to include:

· Management

· Dimensions

· Rules

· Profiling

· Cleansing

· Record Linkage

· Best Practices

4.1.9 Data Visualization Fundamentals Learning Plan (Self-paced) The course shall cover the following:

· Gain a comprehensive understanding of data visualization and its importance and application in today’s world

· Identify and analyze seminal use cases in graphical representations of data

· Develop a critical eye for visualizing data

· Understand potential weaknesses of data visualization artifacts

· Learn to apply a user experience process to create effective data visuals that engage target audiences, and match their needs with the most appropriate charts

· Become aware of the features and use cases of different types of charts

· Learn about practical examples of charts and reporting

· Grasp how to move from data publishing to data storytelling

· Understand the key role of dashboards in data visualization and reporting, and prepare for the application of dashboard tools

· Learn infographic structure and features, and become familiar with relevant examples and applications of infographics

· Lay the foundation for more advanced courses on data visualization

4.1.10 ISC2 Certified Information Systems Security Professional (CISSP) Bootcamp Training (instructor-led)

· Boot camp should prepare student for passing the ISC2 CISSP exam (15 April 2024 version of exam)

· Training shall be provided by an ISC2 certified / authorized training partner

· Course materials shall be provided via hardcopy or eBook prior to course start date

· Training course shall include exam voucher and one, no-cost retake

· Boot camp shall include access to exam test bank questions

· Boot camp shall cover the 8 domains of the CISSP Common Body of Knowledge (CBK)

4.1.11 ITILv4 Foundations (instructor-led)

· A two-day course facilitated by an instructor

· The course material shall be accurate, up-to-date, and aligned with the official ITIL V4 syllabus as published by Axelos

· The course shall include a mix of lectures, group discussions, case studies, and practice exams to engage students and promote learning

· The course shall cover the following:

· The guiding principles of ITIL 4

· The four dimensions of Service Management

· Key concepts from Lean, Agile, DevOps, and why these are important to deliver business value

· A holistic approach to the facilitation of co-creation of value with

· customers and other stakeholders in the form of products and services

· How ITIL practices described in ITIL 4 will maintain the value and importance provided by the current ITIL processes, whilst at the same time expand to be integrated to different areas of service management and IT, from demand to value.

4.1.12 Microsoft PowerBI Data Analyst (self-paced)

Course topics shall include:

· Analyze data with self-service BI

· Connect to data sources

· Perform advanced data modeling and shaping

· Visualize data with Power BI

· Enhance data analysis

· Model data with calculations

· Create interactive visualizations

· Perform advanced analysis

· Publish and share reports and dashboards

· Extend access to Power BI

4.2 Ensure trainings with certification and/or examination:

4.2.1 Include the established Learning Objectives required for certification.

4.2.2 Facilitated by a certified training partner authorized by the company that owns the certification (i.e. CompTIA certified training partner).

4.2.3 Include the cost of the examination as well as one, no-cost retake.

4.3 Provide training availability 30 days after award to demonstrate how DMDC can complete the training and certification requirements within the one-year period of performance.

4.4 Provide qualified instructor(s) for virtual training locations for all training sessions that are instructor-led.

4.5 Provide all necessary materials for the student(s) to complete the course and certification, as applicable.

4.5.1 Specific to the CISSP and CompTIA trainings, provide paper hard copy of the slides/course material at least 10 days prior to class start date. If paper hard copies are unavailable, an electronic or eBook version of course material is an acceptable option

4.5.2 For all other instructor-led courses, electronic versions of the course materials are acceptable

4.6 Provide a Session Report to the COR five (5) business days after course completion for each instructor-led training, detailing activity for the training. This report will include the following:

4.6.1 The number of attendees attending the class

4.6.2 An overview of the specific questions asked during a course

4.6.3 The number of participants that successfully passed certification testing

4.6.4 End of Course Survey results

4.6.5 Feedback from the instructor on the success of the course and any recommendations for improvement if required

5.0 DELIVERABLES

The Contractor shall provide deliverable(s) in a format mutually agreed upon by the Government and the Contractor. All deliverables will be reviewed for timeliness, accuracy and format. If a deliverable due date falls on a weekend or holiday, the Contractor shall submit the deliverable on the last work day prior to the due date. In fulfillment of this effort, the Contractor shall provide the following deliverables to the COR.

6.0 CONTRACTOR TRAVEL

Travel is not anticipated for this requirement.

7.0 RECORDS MANAGEMENT

7.1 Contractor shall comply with all applicable records management laws and regulations, as well as National Archives and Records Administration (NARA) records policies, including but not limited to the Federal Records Act (44 U.S.C. chs. 21, 29, 31, 33), NARA regulations at 36 CFR Chapter XII Subchapter B, and those policies associated with the safeguarding of records covered by the Privacy Act of 1974 (5 U.S.C. 552a). These policies include the preservation of all records, regardless of form or characteristics, mode of transmission, or state of completion.

7.2 In accordance with 36 CFR 1222.32, all data created for Government use and delivered to, or falling under the legal control of, the Government are Federal records subject to the provisions of 44 U.S.C. chapters 21, 29, 31, and 33, the Freedom of Information Act (FOIA) (5 U.S.C. 552), as amended, and the Privacy Act of 1974 (5 U.S.C. 552a), as amended and must be managed and scheduled for disposition only as permitted by statute or regulation.

7.3 In accordance with 36 CFR 1222.32, Contractor shall maintain all records created for Government use or created in the course of performing the contract and/or delivered to, or under the legal control of the Government and must be managed in accordance with Federal law. Electronic records and associated metadata must be accompanied by sufficient technical documentation to permit understanding and use of the records and data.

7.4 Defense Human Resources Activity and its contractors are responsible for preventing the alienation or unauthorized destruction of records, including all forms of mutilation. Records may not be removed from the legal custody of Defense Human Resources Activity or destroyed except for in accordance with the provisions of the agency records schedules and with the written concurrence of the Contracting Officer’s Representative (COR). Willful and unlawful destruction, damage or alienation of Federal records is subject to the fines and penalties imposed by 18 U.S.C. 2701. In the event of any unlawful or accidental removal, defacing, alteration, or destruction of records, Contractor must report to the COR and the Defense Human Resources Activity Component Records Management Officer at dodhra.mc-alex.dhra-hq.mbx.records@mail.mil so DHRA may report promptly to NARA in accordance with 36 CFR 1230.

7.5 The Contractor shall immediately notify the COR upon discovery of any inadvertent or unauthorized disclosures of information, data, documentary materials, records or equipment. Disclosure of non-public information is limited to authorized personnel with a need-to-know in accordance with all applicable privacy, security, and information protection policies. The Contractor shall ensure that the appropriate personnel, administrative, technical, and physical safeguards are established to ensure the security and confidentiality of this information, data, documentary material, records and/or equipment is properly protected. The Contractor shall not remove material from Government facilities or systems, or facilities or systems operated or maintained on the Government’s behalf, without the express written permission of the COR. When information, data, documentary material, records and/or equipment is no longer required, it shall be returned to DHRA control or the Contractor must hold it until otherwise directed. Items returned to the Government shall be hand carried, mailed, emailed, or securely electronically transmitted to the COR. Destruction of records is EXPRESSLY PROHIBITED unless in accordance with Paragraph (7.4).

7.6 The Contractor is required to obtain the Contracting Officer's approval prior to engaging in any contractual relationship (sub-contractor) in support of this contract requiring the disclosure of information, documentary material and/or records generated under, or relating to, contracts. The Contractor (and any sub-contractor) is required to abide by Government and Defense Human Resources Activity guidance for protecting sensitive, proprietary information, classified, and controlled unclassified information.

7.7 The Contractor shall only use Government IT equipment for purposes specifically tied to or authorized by the contract and in accordance with Defense Human Resources Activity policy.

7.8 The Contractor shall not create or maintain any records containing any non-public Defense Human Resources Activity information that are not specifically tied to or authorized by the contract.

7.9 The Contractor shall not retain, use, sell, or disseminate copies of any deliverable that contains information covered by the Privacy Act of 1974 or that which is generally protected from public disclosure by an exemption to the Freedom of Information Act.

7.10 The Defense Human Resources Activity owns the rights to all data and records produced as part of this contract. The contractor shall not include any contractor markings on deliverables created under the contract. All deliverables under the contract are the property of the U.S. Government for which Defense Human Resources Activity shall have unlimited rights to use, dispose of, or disclose such data contained therein as it determines to be in the public interest. The contractor shall not use or disclose any data or deliverables under this contract for any purposes other than performing the contract, unless expressly approved by the Government.

8.0 SECURITY

8.1 Personnel Security. Overarching security requirements are unclassified. Contractor and subcontractor personnel will not require classified or unclassified access to DoD resources such as network(s), Information Technology (IT) systems, Government Furnished Equipment (GFE), DoD credentials, (also known as the Common Access Card (CAC)) for physical and logical access to federally controlled facilities or DoD Information Systems (IS) containing Personally Identifiable Information (PII) or Controlled Unclassified Information (CUI).

8.1.1 The Contractor shall: Establish appropriate administrative, technical, and physical safeguards to protect any and all non-public Government data to ensure the confidentiality, integrity, and availability of government data

9.0 Cybersecurity

9.1 Cyber Incident Reporting. In addition to DFARS 252.204-7012, the Contractor shall notify the DMDC Incident Response (IR) team by emailing an initial cyber incident report to dodhra.dodc-mb.dmdc.list.ir-team@mail.mil, the Contracting Officer, and the COR within one hour of discovering any cyber incident. The Contractor shall follow up with a supplemental report every 24 hours until the incident is closed.

9.2 Information System Security. The Contractor shall implement IS security protections that are appropriate for the confidentiality, integrity, and availability needs of the contract. The protections must include the administrative, technical, and physical safeguards necessary to protect all nonpublic Government data.

10.0 PLACE OF PERFORMANCE

Virtual: Online training platform.

11.0 QUALITY CONTROL

The contractor shall implement and maintain a Quality Control Plan (QCP) to ensure work performed conforms to the scope of work and meets the requirements under this PWS. The QCP shall, at a minimum provide a method for performing inspections; identifying, correcting and preventing problems/defective service; addressing customer complaints, and improving the quality of services over the life of the contract.

12.0 QUALITY ASSURANCE

13.1. The Government reserves the right to perform inspections and surveillance to evaluate the Contractor’s compliance to the contract terms and performance of the requirements in the PWS.

13.2. Contract Discrepancy Report (CDR). In the event of unsatisfactory contractor performance, the COR or CO will issue a CDR that will explain the circumstances and findings concerning the incomplete or unsatisfactory service. The contractor shall acknowledge receipt of the CDR and respond in writing as to how he/she shall correct the unacceptable performance and avoid a recurrence. The Government will review the contractor's corrective action response to determine acceptability and will use any completed CDR as part of an overall evaluation of Contractor performance when determining present or future contractual actions.

14.0 PERFORMANCE REQUIREMENT SUMMARY (PRS)

14.1 Purpose. The PRS lists performance objectives for the required services the Government will surveil. The absence of any contract requirement from the PRS shall not detract from its enforceability nor limit the rights or remedies of the Government under any other provision of the contract including the clauses entitled “Inspection of Services” or “Inspection” or “Default” in the contract.

14.2 Components. The PRS states the performance objective (required service), and threshold (performance standard, accept and reject points (if applicable)) in either a qualitative or quantitative fashion for each critical success factor.

Performance Objective

PWS paragraph

Performance Standard/Acceptable Quality Level

Provide knowledgeable and effective instructor(s) at all training sessions

6 Ver: Feb 2024