Sources Sought - Omnichannel Customer Communication System (OCCS).pdf

HQC00725QE002

THERE IS NO SOLICITATION AVAILABLE AT THIS TIME. This Sources Sought is in support of Market Research being conducted by the Defense Commissary Agency (DECA) to identify any potential business manufacturers who are capable, qualified, and interested in satisfying requirements of the Defense Commissary Agency (DECA). This is not a formal solicitation nor is this a Request for Quote/Proposal, nor an indication that a contractual commitment will exist for this requirement. The Government makes no assurance that any subsequent solicitation shall be issued and no award will be made directly in response of information received in response to this Sources Sought. Information sought is for the purposes of satisfying minimum market research requirements IAW FAR Pt 10 Market Research, in order to develop an acquisition strategy and gauge the level of interest of business manufacturers. The government does not intend to award a contract directly on the basis of this market research.

There is no solicitation available at this time. The purpose of this sources sought is to gain knowledge of, level of interest, capabilities and qualifications of business manufacturer’s that are interested in the possibility of competing in a subsequent competitive solicitation, should one follow this Sources Sought.

The Government will use this information to determine the best acquisition strategy for this procurement.

The Government is interested in all business manufactures to include but not limited to: Large, Small, 8(a), Service-Disabled Veteran-Owned, Veteran-Owned, HUBZone, and Women-Owned Small Business Manufacturers, etc. The Government requests that interested parties respond to this notice if capable and if qualifying as a business manufacturer under NAICS Code 518210 Size Standard $40.0 Million. If solicitation is released, it will be synopsized and posted on SAM.GOV, GSA, or NASA SEWP website. It is the responsibility of the potential offerors to monitor those sites for additional information pertaining to this requirement.

DESCRIPTION: The Defense Commissary Agency (DeCA) is seeking a comprehensive Omnichannel Customer Communication System (OCCS) that supports social media engagement, customer feedback management, multichannel marketing, marketing campaign project management, and digital asset management—all within a secure and FedRAMP-compliant Software-as-a-Service (SaaS) environment.

See Draft PWS for detailed breakdown of each category mentioned above.

The North American Industry Classification System (NAICS) for this effort is 518210 – Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services.

INFORMATION AND INSTRUCTIONS: Respondents must include the following information within their statement of capability packages. Capability packages shall not exceed 10 single-sided pages in length;

a. Company Information: Your Company’s name, address, point of contact with email address and telephone number, Federal Cage Code, Unique Entity ID (UEI), and business size, disclosure.

Your company must be registered in System for Award Management (SAM). To register, go to https://www.sam.gov.

b. If claiming a socio-economic status, please confirm that your company is registered in the Small Business Administration’s Dynamic Small Business Search.

c. Identification of any applicable Government Wide Acquisition Contract (GSA, SEWP, NITAAC, Army CHESS etc.). Contract Number and expiration/option renewal date.

https://www.sam.gov/

Omnichannel Customer Communication System (OCCS)

Software-as-a-Service (SaaS)

Draft Performance Work Statement (PWS)

Thursday, May 19, 2025

1.0 Background: The Defense Commissary Agency (DeCA) is committed to delivering exceptional customer service and implementing innovative solutions that enhance the patron shopping experience.

DeCA’s Marketing Directorate supports these customer-focused efforts through a suite of advanced, integrated platforms aimed at improving communication, streamlining service delivery, and optimizing marketing operations across multiple channels. These platforms form DeCA’s Omnichannel Customer Communication System (OCCS), which integrates Salesforce Service Cloud, Salesforce Marketing Cloud, Sprout Social, a Digital Asset Manager, and a Work Management Platform (Adobe Workfront).

Together, this comprehensive ecosystem enables a seamless customer feedback and engagement experience by centralizing communications, content, and workflow management into a unified digital environment.

The DeCA Marketing Directorate utilizes Salesforce Service Cloud as its primary platform for managing customer service interactions, providing a centralized solution for inquiries, service requests, and case management. This cloud-based tool offers DeCA a unified view of customer information, enabling efficient case tracking, personalized responses, and streamlined communication. With the ability to capture and manage approximately 30,000 requests annually, Service Cloud enhances DeCA’s goal of improving response times, resolving issues promptly, and delivering a superior customer service experience.

Additionally, Service Cloud facilitates customer feedback collection, allowing representatives to coordinate responses and access a Knowledge Base for standard answers. The platform’s reporting and tracking capabilities enable DeCA to manage customer comments, build detailed customer profiles, and maintain both internal and external online communities. This robust functionality supports DeCA’s continuous efforts to enhance customer satisfaction and operational efficiency.

To support DeCA's marketing initiatives, Salesforce Marketing Cloud empowers the agency to create and manage targeted marketing campaigns across various digital channels, including email, SMS, and social media. This solution enables DeCA to automate outreach, delivering tailored communications that resonate with customers and enhance brand loyalty. Marketing Cloud utilizes modernized technology through a Software as a Service (SaaS) delivery model, providing valuable insights into customer behavior and helping build richer customer profiles. This enables DeCA to deliver highly relevant, localized, and personalized messages.

Additionally, the platform includes advanced analytics and reporting tools, allowing DeCA Marketing Directorate to track the performance of marketing campaigns, adjust strategies, and ensure continuous operational effectiveness. It also supports environmental monitoring, reputation management, and cloud interfacing with social media and the internet, allowing for ongoing tool evolutions and the expansion of capabilities. These features help DeCA improve customer engagement, raise awareness of promotions and offers, and drive more impactful marketing outcomes.

In conjunction with Salesforce platforms, the DeCA Marketing Directorate utilizes Sprout Social to manage and optimize social media interactions, enabling real-time engagement across platforms such as Facebook, Twitter, and Instagram. Integrated with Salesforce Service Cloud and Salesforce Marketing Cloud, Sprout Social empowers DeCA to monitor customer sentiment, manage conversations, and respond quickly to inquiries. To support content organization and distribution, DeCA also employs a Digital Asset Manager (DAM), which centralizes digital content for streamlined access and consistent branding. Adobe Workfront complements this ecosystem by serving as the centralized platform for marketing project planning, workflow management, and collaboration—ensuring alignment and efficiency across teams.

Together, Salesforce Service Cloud, Salesforce Marketing Cloud, Sprout Social, the DAM, and Adobe Workfront form DeCA’s integrated Omnichannel Customer Communication System (OCCS). This robust system supports DeCA’s commitment to high-quality customer service by providing a unified view of customer interactions, centralized content management, and coordinated execution of campaigns. Service Cloud addresses reactive customer service needs, while Marketing Cloud, Sprout Social, and the DAM support proactive, content-driven engagement. Adobe Workfront ensures timely delivery and accountability across all initiatives. Collectively, these platforms enable DeCA to deliver personalized, efficient, and cohesive communication across all customer touchpoints.

2.0 Purpose: The purpose of this Task Order (TO) is to provide a comprehensive Omnichannel Customer Communication System (OCCS) solution that will significantly enhance the DeCA ability to manage and streamline communications with its diverse customer base, which includes military personnel, their families, and other authorized patrons. This system will support DeCA’s core mission of delivering high-quality groceries and services to its customers, while improving customer engagement, satisfaction, and operational efficiency across multiple communication channels.

2.1 Supporting the Bona-Fide Need: The implementation of the OCCS will directly support DeCA’s bona-fide need for a modern, flexible, and efficient communication platform that can seamlessly handle interactions across multiple channels, such as email, social media, phone, SMS, and live chat. By integrating these communication channels into one unified system, DeCA Marketing will be able to better manage customer inquiries, provide timely responses, and enhance customer service capabilities.

The OCCS will ensure that customer interactions are tracked, monitored, and analyzed in real time, allowing DeCA to:

a. Provide timely, personalized responses to customer inquiries.

b. Optimize service delivery across all customer communication points.

c. Ensure compliance with DeCA’s mission requirements and security standards.

d. Streamline operations through improved collaboration and data sharing among customer service representatives and other relevant personnel.

Key features of the OCCS include Customer Relationship Management (CRM), multichannel marketing, marketing campaign project management, and digital asset management, all working together to provide a unified, seamless experience for customers. Accessible through common web browsers and mobile devices, OCCS allows DeCA to interact with customers across multiple channels in real-time, improving responsiveness and satisfaction.

The system automates ticketing, routing, and tracking of customer inquiries, enabling DeCA to resolve cases faster and prioritize issues more effectively.

Data analytics and reporting capabilities will empower DeCA with valuable insights, allowing the agency to better understand customer needs, trends, and opportunities for improvement. The OCCS also ensures enhanced security and compliance, adhering to the latest cybersecurity standards to protect sensitive customer information. With its multi-channel integration, the system provides consistent and high-quality service across various platforms, enabling DeCA to meet evolving customer expectations while maintaining operational effectiveness.

3.0 Agency Mission: The Defense Commissary Agency (DeCA) provides high-quality, affordable groceries to active-duty military personnel, retirees, their families, and other authorized patrons. DeCA operates a network of commissaries worldwide, ensuring that military families have access to groceries at a significant savings compared to commercial retailers. The agency’s mission is to deliver quality food and products at cost-effective prices while enhancing the well-being of military personnel and their families.

This Omnichannel Customer Communication System (OCCS) task order directly supports DeCA’s mission by enhancing the agency's ability to manage and improve customer interactions. By integrating multiple communication channels, the OCCS will streamline operations, allowing DeCA to respond to inquiries and resolve issues in real-time, across email, social media, live chat, SMS, and phone.

The OCCS will provide a unified platform for DECA, allowing them to deliver faster, more efficient support. This, in turn, will lead to greater customer satisfaction, a key goal for DeCA as it strives to improve the shopping experience for military families and other authorized patrons.

Additionally, the system will facilitate data analytics and reporting, enabling DeCA to gain insights into customer needs and preferences, which will be used to enhance services and drive continuous improvement.

Overall, the OCCS aligns with DeCA’s mission by improving customer engagement, ensuring timely support, and maintaining high-quality service, all of which are essential to meeting the needs of military families and other authorized customers.

4.0 Order Type

The Contractor shall propose these efforts on a Firm Fixed Price (FFP).

5.0 Scope: The Omnichannel Customer Communication System (OCCS) must enable DeCA to engage in social listening across various digital channels, including web and social media platforms like Twitter, Facebook, and Instagram, track customer sentiment, and enhance customer profiles for improved reputation management and engagement. Additionally, the system will provide a centralized platform for scheduling social media posts, interacting with audiences, and analyzing social media performance, with a focus on content scheduling and analytics. Furthermore, the OCCS must include Customer Relationship Management (CRM) capabilities, allowing DeCA to manage and respond to customer inquiries from multiple channels, including web forms, mobile-optimized devices, social media, and email. The system must support Multichannel Marketing (MM), enabling DeCA to create personalized campaigns and messaging through various channels, including email, mobile, and social media, with advanced analytics to measure effectiveness. Additionally, the OCCS must include Marketing Campaign Project Management (MCPM) tools to automate, coordinate, and track the execution of marketing campaigns, ensuring seamless collaboration between DeCA’s internal teams and external partners. The Digital Asset Management (DAM) functionality must provide secure storage and management of media files, ensuring efficient access and distribution of assets in a cloud-based environment, integrated with the rest of the system’s capabilities.

This contract is for nonpersonal services, and the contractor shall provide all necessary personnel, tools, and resources required to perform the functional and technical support outlined in this PWS, except for those items specifically designated as DeCA-furnished equipment or property. All tasks identified in this PWS shall be executed by the contractor, with minimal travel required as most work will be performed remotely.

6.0 Current Information Technology (IT) System Requirement: The Omnichannel Customer Communication System (OCCS) will operate within the existing IT system environment outlined in this Task Order (TO). The system will leverage Software as a Service (SaaS) solutions provided by the contractor to ensure seamless integration, robust functionality, and strong data security, all in support of DeCA’s Marketing Directorate.

6.1 Technical Description:

6.1.1 The hardware, software, and network infrastructure required for the SaaS environment will be provided and managed by the contractor.

6.1.2 Software: The contractor’s SaaS platform will be hosted in a GovCloud environment that meets FedRAMP Moderate (IL4) or FedRAMP High (IL5) standards for security and compliance.

6.1.3 Software License: The contractor is responsible for obtaining and maintaining the necessary software licenses for any third-party software used in the execution of the work

6.1.4 Hardware: The cloud infrastructure will be maintained and owned by the contractor, with the necessary compute, storage, and networking resources provisioned to support the SaaS solution.

6.1.5 Network & Communication: The SaaS solution will rely on secure and reliable internet connectivity to integrate with DeCA's internal systems. The contractor is responsible for maintaining secure communication channels for all transactions and data exchange between the cloud environment and DeCA's on-premise systems (clients). The network interfaces between DeCA and the contractor will adhere to industry best practices for data security and integrity.

6.2 Network Design and Responsibility:

6.2.1 The contractor will be responsible for managing the entire cloud environment, including hardware, network infrastructure, and software within the SaaS platform.

6.2.2 DeCA’s role will be to manage access to the system, application-level configurations, and user interaction.

6.2.3 The contractor will also provide network troubleshooting and support services when needed to ensure smooth data flow and service uptime.

6.3 System Design, Documentation, and Specifications:

6.3.1 Customer Relationship Management (CRM): The OCCS shall provide a comprehensive CRM solution that allows DeCA to receive, assign, manage, and respond to customer comments and cases. The system must capture customer comments from multiple channels, including:

Mobile-optimized forms accessible on iOS, Android, and all common web browser (e.g., Chrome, Firefox, Safari, Internet Explorer), social media and direct messages (e.g., Twitter, Facebook, Instagram).

6.3.1.1 The CRM system shall:

6.3.1.1.1 The vendor shall provide DeCA with forty [40] software licenses at the start of the contract. These licenses will be tracked based on actual usage (e.g., by user, device, or instance). Charges will apply only to the number of licenses actively in use, as tracked by the vendor. If additional licenses are required, they will be purchased in accordance with the contract terms and added to the system. The vendor is responsible for maintaining accurate records of license usage and must report this on a monthly basis to the DeCA. The vendor is required to track license usage and submit monthly reports on the number of licenses in use during each billing cycle. Only the licenses used will be billed, and any excess licenses will not be charged unless explicitly requested and approved by the DeCA.

6.3.1.1.2 Automatically create cases from web forms, emails, and social media comments/posts/messages.

6.3.1.1.3 Allow users to manually create cases for comments received via phone, mail, or other sources.

6.3.1.1.4 Support case management for up to 30,000 customer comments/cases per year.

6.3.1.2 Key features must include:

6.3.1.2.1 Unified case management interface capturing all customer interactions (mobile, web, email, social media, etc.).

6.3.1.2.2 Tracking and coordinating cases with subject matter experts through the lifecycle, and providing email notifications of updates.

6.3.1.2.3 Reporting/analytics capabilities, including dashboards, category reports, and custom queries.

6.3.1.2.4 Search functionality for case history, standard answers, and customer profiles.

6.3.1.2.5 Cloud-based storage for case history with a retention period of at least 10 years.

6.3.1.3 The CRM shall support role-based security and include a knowledge management database that can recommend responses to customer service representatives.

6.3.1.4 AI Requirements for CRM:

6.3.1.5.1 Automatically categorizes customer comments by topic (e.g., product availability, service complaints, or general inquiries).

6.3.1.5.2 Customer Comment Sentiment Analysis: Analyzes customer feedback to identify sentiment (positive, negative, or neutral), enabling prioritization of critical issues, particularly negative ones.

6.3.1.5.3 Customer Comment Response Time Prediction: Predicts how quickly DeCA teams can respond to various comment types, improving response efficiency.

6.3.1.5.4 Customer Feedback Trends: Identifies recurring issues and trends in feedback, guiding operational improvements, reporting.

6.3.1.5.5 Customer Comments: Generates replies for common customer concerns, reducing response times and maintaining consistency.

6.3.1.5.6 Customer Comments Customized Solutions: Understanding the customer communication. Provides tailored solutions based on the nature of the issue and customer history.

6.3.1.5.7 Customer Comments Emotion Recognition: Detects emotional tone in feedback and crafts empathetic responses to strengthen customer relationships.

6.3.4.5.8 Customer Comments Language Translation.

6.3.4.5.9 Real-time alerts for trending comments: negative/positive.

6.3.2 Multichannel Marketing (MM): The OCCS must be a comprehensive solution and allow DeCA to manage marketing messages and campaigns over multiple channels, including email, mobile messaging and social media. The OCCS must offer robust analytics capabilities to gather insights on our shoppers and facilitate marketing strategies and tactics, including:

6.3.2.1 Email, mobile messaging, and social media marketing capabilities.

6.3.2.2 Audience segmentation and personalization tools (e.g., drag-and-drop, marketing automation based on DeCA’s specifications).

6.3.2.3 Robust analytics for measuring campaign success, customer behavior, and marketing metrics.

6.3.2.4 Tracking and reporting trends and metrics for email and mobile marketing, overall, for each distribution list and for each email or mobile send.

6.3.2.5 Identifying and segmenting email and mobile subscribers for targeted messaging; and reporting results based on customer marketing attributes to show how DeCA’s marketing campaign is performing with specific demographic groups.

6.3.2.6 Seamless synchronization of social media interactions and customer data with the

CRM.

6.3.2.7 Include capabilities for managing and analyzing paid social media campaigns (e.g., Facebook Ads, Instagram Ads, Twitter Ads), including audience targeting, budget management, and performance tracking.

6.3.2.8 The system must include:

6.3.2.8.1 The vendor shall provide DeCA with twenty-five [25] software licenses at the start of the contract. These licenses will be tracked based on actual usage (e.g., by user, device, or instance). Charges will apply only to the number of licenses actively in use, as tracked by the vendor. If additional licenses are required, they will be purchased in accordance with the contract terms and added to the system. The vendor is responsible for maintaining accurate records of license usage and must report this on a monthly basis to the DeCA. The vendor is required to track license usage and submit monthly reports on the number of licenses in use during each billing cycle. Only the licenses used will be billed, and any excess licenses will not be charged unless explicitly requested and approved by the DeCA.

6.3.2.8.2 A centralized social media management platform that enables content scheduling, audience engagement, social listening, and performance analytics of posts across multiple channels.>>Segmentation and reporting for email/mobile campaigns (e.g., open rates, click rates, deliverability, etc.). >>Integration with the CRM system for syncing social media interactions and customer data.

6.3.2.8.3 Marketing automation tools to personalize and localize emails across 240 stores, ensuring compliance with DMARC authentication.

6.3.2.8.4 System shall be capable of supporting up to 300,000 subscribers, ensuring efficient management and engagement of large-scale subscriber bases across multiple communication channels.

6.3.2.8.5 Shall provide marketing automation capabilities without requiring DeCA users or superusers to write or use coding; this shall include the ability to personalize and localize email content by store and/or postal code for up to 240 stores in a scalable way.

6.3.2.8.6 Shall have the capacity to distribute to all subscribers in a single send, including offering tools to manage deliverability, ensure Domain-based Message Authentication, Reporting, and Conformance (DMARC) authentication and otherwise minimize instances in which emails could be erroneously identified or marked as spam. The OCCS shall store and send at least 300,000 subscribers and send them up to a total of 10 million email messages, annually.

6.3.2.8.7 Shall contain customer information, case history, social media contacts, email/mobile subscriptions, email/mobile marketing messages sent and customer marketing attributes to show a complete view of each customer engagement.

6.3.2.8.8 Shall provide DeCA the capability to collect email subscriptions on its website and blog; it shall also allow customers to manage and update their email marketing subscriptions, email profile information and preferences, to include allowing subscribers to unsubscribe, if required, in accordance with applicable law.

6.3.2.8.9 Must allow DeCA the capability to preview email messages in a variety of email platforms and provide email templates or tools to address coding issues known to exist in certain email platforms, such as Microsoft Outlook.

6.3.2.8.10 Must provide interaction-driven marketing, including triggered messages. The final solution must provide and be configured with all resources required for the OCCS to be fully capable of SMS/MMS/mobile communications, including any mobile short codes (at least 2) and setup required.

6.3.2.8.11 Mobile messaging shall be equal in scale to email in terms of the number of contacts and messages available for sending.

6.3.2.9 The OCCS must contain social media management capabilities, to the extent that each social media platform allows third-party management of such features, to include:

6.3.2.9.1 Content planning, workflows and approvals, post scheduling and capability to publish to DeCA’s social media channels (e.g., Facebook, X, Instagram and Pinterest).

6.3.2.9.2 This shall include the ability to apply different workflow/approval rules based on content category (e.g., Health & Wellness, Commissary brands, blog posts).

6.3.2.9.3 Social media monitoring and sentiment analysis of comments/posts on DeCA’s social media channels.

6.3.2.9.4 Report results and analyze performance of individual social media posts and each of DeCA’s social media channels overall.

6.3.2.9.5 Perform advanced listening on social media and the web and generate reports for the same, for reputation management and comparative analysis purposes.

6.3.2.9.6 Support role-based security and content management capabilities.

6.3.2.10 AI Requirements for MM:

6.3.2.10.1 Social Media Social Listening: Monitors conversations about DeCA and commissaries across platforms, enabling real-time engagement.

6.3.2.10.2 Social Media Sentiment Analysis.

6.3.2.10.3 Social Media Trend Prediction.

6.3.2.10.4 Competitor Benchmarking: Analyzes social media performance against similar organizations to identify areas for improvement.

6.3.2.10.5 Campaign Impact Forecasting: Predicts performance of planned campaigns using historical and audience data.

6.3.2.10.6 Social Media Content Optimization: Recommends optimal posting times, content types, and frequency to maximize engagement.

6.3.2.10.7 Social Media Interactive Experiences: Enables engaging features like quizzes, polls, and virtual commissary tours to boost audience interaction.

6.3.2.10.8 Targeted Advertising: Leverages military-specific data (e.g., location, status) to deliver tailored campaigns for military families.

6.3.2.10.9 Generative Social Media Content Creation: Automatically creates visuals, animations, and videos for campaigns, saving resources.

6.3.2.10.10 A/B Testing: Automates testing of campaign elements (e.g., imagery, headlines) to optimize performance.

6.3.2.10.11 Social Media Predictive Performance Analytics: Forecasts campaign impact, enabling data-driven adjustments to maximize ROI.

6.3.2.10.12 Mobile Messaging - Localized Messaging: Customizes campaigns with location-specific promotions and events to enhance community engagement.

6.3.2.10.13 Email and Mobile Messaging Audience Insights: Analyzes recipient behavior (e.g., engagement rates, preferences) to refine targeted campaigns.

6.3.2.10.14 Email and Mobile Messaging Send-Time Optimization: Determines the best times to send weekly emails to maximize engagement.

6.3.2.10.15 Generating graphics with specific criteria (e.g... Specific cuts of meat;

correct uniform; specific meals.

6.3.2.10.16 Resizes one design into multiple formats for web/social/print.

6.3.2.10.17 Voice over.

6.3.2.10.18 Recipe and meal marketing using the existing promotional package.

6.3.3 Marketing Campaign Project Management (MCPM): The OCCS shall provide a Marketing Campaign Project Management (MCPM) tool to automate and streamline the administration, development, and execution of marketing campaigns.

6.3.3.1 The system must include:

6.3.3.1.1 While no software licenses are currently required for this solution, the system must provide the capability for DeCA to manage user access and permissions. This includes the ability to assign roles, control access levels, and coordinate with internal and external stakeholders to facilitate project collaboration and execution. The system must support a scalable permissions structure that aligns with DeCA’s operational and security requirements.

6.3.3.1.2 A comprehensive Marketing Campaign Project Management (MCPM) tool that shall provide a centralized digital environment for project collaboration, task coordination, and communication.

6.3.3.1.3 The MCPM tool shall support both internal DeCA users and external partners, including marketing team members, vendors, and subject matter experts.

6.3.3.1.4 The system shall include workflow and approval management features to enable the automation and streamlined execution of marketing campaigns and related tasks.

6.3.3.1.5 It shall provide visual representations of project status and information, including Kanban boards, Gantt charts, calendars, and integration with Digital Asset Management (DAM) systems.

6.3.3.1.6 The system shall also automatically save all products generated through various applications to a secure cloud environment, without requiring manual intervention.

6.3.3.2 AI Requirements for MCPM:

6.3.3.2 Automated system that interacts with GPO to quickly solicit and improve time to market.

6.3.3.2 Automated system that assists us with store orders and automatically prints store label, postage and processes for mailing.

6.3.3.2 Automated tracking system that manages signage inventory based on orders.

6.3.3.2 Review and approval of vendor bids based on criteria we define.

6.3.3.2 Review and approval of invoices based on criteria we define.

6.3.3.2 Predictive intelligence that helps us understand when would be best to promote programs, products, events based on outside the gate (XAOC) as well as our own goals and objectives.

6.3.3.2 Predictive intelligence that leverages xAOC and external store pricing to determine optimal promotion timing.

6.3.3.2 Predictive intelligence to structure a promotional period based on on-hand inventory.

6.3.3.2 Loyalty program intelligence and development that helps us interpret xAOC for a best-in-class cadence for loyalty rewards, kiosks, etc.

6.3.3.2 Ideation considers industry trend

6.3.3.2 Commissary “CLICK2GO” (CC2GO) meta data to facilitate customer searches and make recommendations based on purchasing habits, season, what’s on sale, etc.

6.3.3.2 User Experiences on CC2GO that follow a streamlined customer journey and allow the customer to return back to their original entry point once they’ve logged on.

6.3.4 Digital Asset Management (DAM): The OCCS shall provide a Digital Asset Management (DAM) system that stores, organizes, and distributes media files securely.

6.3.4.1 The system shall have:

6.3.4.1.1 The vendor shall provide DeCA with thirty [30] software licenses at the start of the contract. These licenses will be tracked based on actual usage (e.g., by user, device, or instance). Charges will apply only to the number of licenses actively in use, as tracked by the vendor. If additional licenses are required, they will be purchased in accordance with the contract terms and added to the system. The vendor is responsible for maintaining accurate records of license usage and must report this on a monthly basis to the DeCA. The vendor is required to track license usage and submit monthly reports on the number of licenses in use during each billing cycle. Only the licenses used will be billed, and any excess licenses will not be charged unless explicitly requested and approved by the DeCA.

6.3.4.1.2 A minimum of 6 TB of storage for media files.

6.3.4.1.3 Workflow/approval mechanisms to manage business processes for asset collection and usage.

6.3.4.1.4 Cloud-based integration for automatic upload and organization of assets.

6.3.4.1.5 The DAM shall provide DECA the ability to maintain assets and workflow stability in the event of user changes.

6.3.4.2 AI Requirements for DAM:

6.3.4.2.1 Automated image upload and sales flyer development based on promotional team input.

6.3.4.2.2 Automated flyer revisions incorporating pricing and content changes tailored to geographical areas (CONUS/EU/PAC).

6.3.4.2.3 Web layout automation that updates content and structure based on sales flyer and promotional data.

6.3.4.2.4 Industry trend integration into ideation and promotional planning.

6.3.4.2.5 Workflow process review to identify crossover functions and shared opportunity areas.

6.3.4.2.6 Automated meeting transcription with action items assigned by person and calendar deadlines generated

6.3.4.3 The system design will include detailed architecture and specifications that support integration with DeCA’s current systems. The contractor will adhere to technical design principles and specifications, including cloud environment standards and service-level expectations.

6.3.4.4 System architecture documentation and implementation details will be provided by the contractor, which will include integration points, security protocols, and compliance standards.

Existing Technical Challenges, Issues, or Inefficiencies:

6.3.4.5 The existing systems may have limitations in interoperability between legacy communication tools, which will be addressed during the migration to the SaaS-based OCCS.

6.3.4.6 Integration challenges may arise due to legacy systems not having cloud-native capabilities, requiring thoughtful planning for data migration and system interoperability.

6.3.4.7 Current systems may not have full-scale reporting or analytics capabilities, which will be improved with the new SaaS solution.

6.3.4.8 The contractor will provide a detailed assessment of existing inefficiencies, followed by mitigation plans and recommendations for improvement.

Operational Constraints During Migration:

6.3.4.9 Availability: The contractor must ensure minimal downtime during the migration of services, and adequate availability during both the legacy and cloud environments throughout the transition. The SaaS solution must meet 99.9% system uptime for both development and production phases.

6.3.4.10 Portability/Interoperability: The SaaS solution must be designed to ensure portability and interoperability for future migration to alternate cloud service providers if necessary. The contractor will provide justifications and trade-off analyses for alternative cloud providers, supporting decision-making for future transitions.

6.3.4.11 Data Sensitivity: The SaaS solution will handle sensitive information, including Personally Identifiable Information (PII), and will adhere to all applicable federal security standards, including FIPS 199 for security categorization. The solution must ensure compliance with FedRAMP and NIST standards regarding data encryption and access controls.

6.3.4.12 Security Compliance: The solution must meet FedRAMP Moderate (IL4) or FedRAMP High (IL5) compliance standards, ensuring that sensitive data is properly secured and encrypted both at rest and in transit.

Key Metrics and Performance Levels:

6.3.4.13 Current Number of Users: The SaaS solution will support an estimated [65] users across DeCA’s various teams.

6.3.4.14 Response Time: The system should ensure an average login time of under 5 seconds and page load times of under 3 seconds for optimal user experience.

6.3.4.15 System Uptime: The solution must maintain a minimum uptime of 99.9%, with any downtime being proactively communicated to DeCA’s technical team.

6.3.4.16 System Stability: The system must show minimal fluctuation in performance during operational hours.

6.3.4.17 Performance Dashboards: The contractor will provide real-time dashboards for monitoring system performance, providing DeCA with insights into system uptime, user activity, and performance metrics.

6.3.4.18 Incidents per Month: The system should maintain an incident rate of no more than [2] incidents per month. For each incident, the contractor is required to resolve and report on the issue within 24 hours.

6.3.4.19 The contractor is responsible for providing all personnel and resources necessary to maintain, monitor, and improve the OCCS SaaS platform in accordance with the agreed-upon metrics and SLAs outlined above. All deliverables must be met consistently to ensure the continuity and success of DeCA’s marketing and customer communication operations.

7.0 OBJECTIVE

7.1 The overall objective of this Task Order (TO) is to provide project management, planning, and implementation for the migration of workloads and applications to a Software as a Service (SaaS) solution. This includes the provision of the necessary SaaS environment, supported by comprehensive SaaS migration transition and support services. The contractor will ensure that the migration and SaaS solution meet all applicable business, technical, security, management, and administrative objectives, ensuring minimal disruption during the transition while maximizing future service sustainability and operational efficiency.

To achieve this, the following objectives must be accomplished:

7.1.1 SaaS Solution Migration and Implementation:

The contractor will manage the full migration of DeCA’s workloads and applications to the SaaS platform. This task includes assessing the current infrastructure, migrating data and applications, and configuring the SaaS environment to support the operational and security requirements of DeCA. The solution must comply with FedRAMP Moderate (IL4) or FedRAMP High (IL5) standards, ensuring sensitive data is properly protected throughout the migration process.

7.1.2 System Integration and Interoperability:

The contractor will integrate the new SaaS solution with DeCA’s existing systems, ensuring seamless interoperability and data synchronization across all platforms. This will involve working with DeCA’s internal systems and any external partners, ensuring that the SaaS solution works cohesively with other systems in place.

7.1.3 Change Management and Transition Support:

The contractor will implement a structured change management process to ensure that all changes related to the SaaS migration are planned, communicated, and executed with minimal disruption. This includes user training, documentation updates, and stakeholder communications to ensure all personnel are adequately prepared for the transition.

7.1.4 Performance, Security, and Compliance:

The contractor will ensure that the SaaS solution is fully optimized for performance, meeting all agreed-upon service levels for system uptime, response times, and reliability. Additionally, the solution must comply with Department of Defense cybersecurity standards, including NIST and FedRAMP controls. The contractor will be responsible for ongoing monitoring to ensure the system remains secure and operates within these standards.

7.1.5 Ongoing Maintenance, Support, and Continuous Improvement:

The contractor will provide ongoing maintenance and technical support for the SaaS environment.

This will include monitoring system health, ensuring regular updates and patches are applied, and offering troubleshooting support as needed. The contractor will also recommend and implement improvements based on evolving business needs, industry best practices, and future technological advancements. The SaaS solution should remain adaptable and scalable to meet DeCA’s future demands.

7.2.1 These objectives will ensure that the SaaS solution is implemented successfully, operationalized effectively, and maintained to meet DeCA's evolving needs while adhering to all compliance and performance standards. The contractor’s role will be integral to ensuring that the transition to a SaaS environment supports DeCA's long-term goals for service delivery, efficiency, and sustainability.

7.3 Tasks

7.3.1 Program Management. The contractor shall provide program management support under this TO.

This includes the management and oversight of all activities performed by contractor personnel, including subcontractors, to satisfy the requirements identified in this Performance Work Statement (PWS).

7.3.1.1 Coordinate a Project Kick-off Meeting

The contractor shall schedule, coordinate, and host a Project Kick-Off Meeting at the location approved by the DeCA (Section 5.4, Table 1, Deliverable #1). The meeting shall provide an introduction between the contractor personnel and DeCA personnel who will be involved with the TO. The meeting shall provide the opportunity to discuss technical, management, and security issues, and travel authorization and reporting procedures. At a minimum, the attendees shall include the contractor’s Key Personnel, the Defense Commissary Agency’s Technical Point of Contact (TPOC), other relevant DeCA personnel, the CO, and the COR.

At least three business days prior to the Project Kick-Off Meeting, the contractor shall provide a Project Kick-Off Meeting Agenda (Section 7.4, Table 1, Deliverable #1) for review and approval by the COR and the Defense Commissary Agency’s TPOC prior to finalizing. The agenda shall include, at a minimum, the following topics/deliverables:

a. Points of Contact (POCs) for all parties.

b. Personnel discussion (i.e., roles and responsibilities and lines of communication between contractor and DeCA).

c. Project Staffing Plan and status.

d. Transition-In Plan (Section 7.4, Table 1, Deliverable #7) (if applicable) and discussion.

e. Security discussion and requirements (i.e., Common Access Cards [CACs]).

f. Financial reporting and invoicing requirements.

g. Baseline Quality Management Plan (QMP) (Section 5.4, Table 1, Deliverable #6).

Defense Commissary Agency will provide the contractor with the number of Defense Commissary Agency participants for the Project Kick-Off Meeting, and the contractor shall provide copies of the presentation for all present.

The contractor shall draft and provide the Project Kick-Off Meeting Minutes (Section 7.4, Table 1, Deliverable #2) documenting the Project Kick-Off Meeting discussion and capturing any action items.

7.3.1.2 Prepare a Monthly Status Report (MSR)

The contractor shall develop and provide an MSR (Section 7.4, Table 1, Deliverable #3). The MSR shall include the following:

a. Activities during the reporting period, by task (including ongoing activities, new activities, activities completed, and progress to date on all above-mentioned activities).

Each section shall start with a brief description of the task.

b. Problems and corrective actions taken. Also include issues or concerns and proposed resolutions to address them.

c. DeCA actions required.

d. Schedule (show major tasks, milestones, and deliverables; planned and actual start and completion dates for each).

e. Payment Schedule.

f. Cybersecurity incidents/concerns

g. Downtime/ outages

7.3.1.3 Conduct Technical Status Meetings

The Contractor Program Manager (PM) shall convene recurring Technical Status Meetings with the DeCA PM, Contracting Officer’s Representative (COR), and other designated DeCA stakeholders. These meetings shall occur on a weekly, bi-weekly, or monthly basis, as mutually agreed upon by the DeCA and Contractor, and shall be aligned with project complexity, criticality, and pace of activities.

The purpose of the Technical Status Meetings is to:

a. Review ongoing and completed activities, as documented in the Monthly Status Report

(MSR)

b. Discuss emerging risks, issues, and opportunities

c. Align on priorities, resource requirements, and scheduling

d. Facilitate prompt resolution of technical concerns

The Contractor shall document and deliver meeting minutes to the DeCA PM and COR within three (3) business days following each meeting. The meeting minutes shall include:

a. List of attendees

b. Summary of topics discussed

c. Key decisions made

d. Action items assigned, with responsible parties and due dates

These meetings and associated deliverables shall comply with Section 7.4, Table 1, Deliverable #4 of this PWS.

7.3.1.4 Prepare and Update a Project Management Plan (PMP)

The contractor shall document all support requirements in a PMP and shall provide it to the DeCA (Section 7.4, Table 1, Deliverable #5).

The PMP shall:

a. Describe the proposed management approach.

b. Contain detailed Standard Operating Procedures (SOPs) for all tasks.

c. Include milestones, tasks, and subtasks required in this TO.

d. Provide for an overall Work Breakdown Structure (WBS) with a minimum of three levels and associated responsibilities and partnerships between DeCA organizations.

e. Describe, in detail, the contractor’s approach to risk management under this TO.

f. Describe, in detail, the contractor’s approach to communications, including processes, procedures, format, and other rules of engagement between the contractor and the DeCA.

g. Include the contractor’s QMP and EVM Plan (if applicable).

The PMP is an evolutionary document that shall be updated annually at a minimum and as project changes occur. The contractor shall work from the latest DeCA-approved version of the PMP.

7.3.1.5 Provide Quality Management Plan

The contractor shall identify and implement its approach for providing and ensuring quality throughout its solution to meet the requirements of the TO. The contractor shall provide a quality management plan (QMP), maintain, and update it as changes in the program processes are identified (Section 7.4, Table 1, Deliverable #6). The contractor’s QMP shall describe the application of the appropriate methodology (i.e., quality control and/or quality assurance) for accomplishing TO performance expectations and objectives. The QMP shall describe how the appropriate methodology integrates with the DeCA’s requirements.

7.3.1.6 Provide Transition-in Plan

The contractor shall provide a Transition-In Plan (Section 7.4, Table 1, Deliverable #7). The contractor shall ensure that there will be minimum service disruption to vital DeCA business and no service degradation during and after transition. The contractor shall implement its Transition- In Plan no later than (NLT) [10] calendar days after award, and all transition activities shall be completed [50] calendar days after program start.

7.3.1.7 Provide Transition-out Plan and Support

The Contractor shall develop and execute a Transition-Out Plan to ensure an orderly and efficient transfer of services, knowledge, and artifacts to the DeCA or a successor contractor when a transition-out is initiated by the DeCA. This includes, but is not limited to, transferring relevant documentation, configuration data, operational procedures, and access credentials.

The Contractor shall support transition-out activities as directed by DeCA, including providing staff support, conducting knowledge transfer sessions, and maintaining continuity of operations during the transition period. The Transition-Out Plan shall be submitted for DeCA review and approval no later than 90 calendar days prior to the end of the contract or as otherwise directed by the DeCA. (Section 7.4, Table 1, Deliverable #8).

All transition-out efforts shall be coordinated with the DeCA PM and COR and comply with timelines, milestones, and deliverables established by the DeCA.

7.3.2 Create a Network Architecture Diagram

The contractor shall create and/or update the network architecture diagrams for the Software as a Service (SaaS) solution, ensuring the design supports an interoperable multi-cloud, multi-contractor environment as defined by the Defense Information Systems Agency Cloud Computing Security Requirements Guide (SRG). The architecture should be scalable, secure, and capable of supporting DeCA’s existing and future SaaS-based solutions. (Section 7.4, Table 1, Deliverable #9)

7.3.2.1 Future State Recommendation

The contractor shall define and document the recommended future state of the SaaS architecture for each identified area of focus. This will include a strategy for integrating existing and new software applications, ensuring seamless operation across a multi-cloud environment.

Recommendations should consider current and anticipated business needs, security requirements, and technological advancements.

7.3.2.2 Enterprise Solution Architecture

The contractor shall develop a comprehensive implementation architecture and technical documentation for the SaaS solution. This includes designing the cloud-based infrastructure that will host the applications and services, specifying the integration points, data flow, and any dependencies. The architecture must align with DeCA’s needs and meet FedRAMP Moderate (IL4) or FedRAMP High (IL5) compliance requirements for security and data protection.

7.3.2.3 Flexible Application Platform

The contractor shall establish a Flexible SaaS Application Platform. This platform must allow end-users to efficiently build, deploy, manage, monitor, and scale applications without the need to manage underlying infrastructure. The solution should be designed for flexibility, ensuring that users can easily adapt and extend the platform to meet future business and technical needs. The platform must support the integration of external applications, ensuring a seamless experience for users.

7.3.2.4 Continuity of Operations

The contractor shall establish and configure the SaaS environment in accordance with cloud management and governance standards to ensure continuity of operations. This will include implementing disaster recovery (DR) and business continuity (BC) strategies to ensure mission-critical services remain operational in the event of system failures or…