SOW_-_8_11_15.docx

ATTACHMENT #1

Federal Highway Administration Office of Human Resources

Statement of Work

For

Solicitation# HR01-15-038

“Retirement and Length of Service Recognition Program Devices”

1.0 Blanket Purchase Agreement Overview

This is a non-personal service Blanket Purchase Agreement (BPA) to develop and maintain a website to support a one-stop shopping experience for FHWA employees to select from a variety of Retirement or Length of Service Recognition items. The Government will not exercise any supervision over the Contractor performing services in this BPA. The Contractor shall perform to the standards in this BPA.

1.1 General Information

Background

As an Agency of more than 2,900 current employees, the Federal Highway Administration (FHWA) has a program under which employees who are retiring or have served at least 30 years with the Federal government are recognized with an award item. Currently FHWA has employees located nationwide, with approximately 200 Length of Service or Retirement recognition items being required each year.

Objective

The primary objectives of this BPA are to:

1.2 Detailed Requirement

Kick-off Meeting/Teleconference

The Contractor shall participate in a kick-off meeting via teleconference with the Technical Point of Contact (TPOC) within 7 days of the BPA’s Effective Date. During this meeting, the parties shall:

· Identify and introduce key staff members;

· Review BPA, ordering requirements/process and address any questions; and

· Review timeline for the work to be performed.

The Contractor shall perform the following tasks:

A. Website Development and Maintenance:

i. The contractor shall create, maintain, and operate a customized and secure website dedicated to the FHWA Retirement and Length of Service Recognition program. The website should be easy to use and follow normal/regular commercial practices for online ordering. Websites such as Amazon.com, Drugstore.com, and LandsEnd.com are comparable websites that provide the look and feel similar to FHWA’s requirement under this BPA. The website shall also provide the necessary controls to allow for maximum user friendliness, while minimizing the opportunity for fraud through secure logon, etc.

ii. While FHWA does not require separate websites for the two different programs, the contractor shall establish a method by which a single recipient can only access either the Retirement Recognition Items and/or the Length of Service Recognition Items (see note below). FHWA will provide the vendor a list of qualifying recipients on monthly, quarterly, or as needed basis for the vendor to grant system access. The list will contain the full name of the recipient, office name, office location (city and state), and whether they are a Retirement and/or Length of Service program participant. Recipients are not required to place a Length of Service or Retirement recognition device order as it is a voluntary program.

NOTE: On occasion, a recipient may be eligible for both a Retirement and Length of Service recognition award at the same time. In that case, the vendor will be provided the recipient’s name on both the Retirement and Length of Service name list. The recipient will be provided instructions on how to access both the Retirement and Length of Service recognition award sites.

iii. The website(s) shall be accessible through a user name and a password:

a. The FHWA TPOC will provide the list of names monthly, quarterly, or as needed.

b. The user name shall be the recipient’s first name (.) then last name (e.g. John.Doe) to ensure that only approved individuals have access to order items.

c. The password will be unique to each site but will be the same for all recipients.

d. FHWA will update passwords periodically (annually).

e. FHWA will provide recipients with the necessary user name and password to access the site.

iv. The contractor shall provide a toll free number for FHWA Recipients to order the items listed on the Retirement Recognition Program (RRP) or Length of Service Recognition Program (LOSRP) website as an alternative to ordering online.

B. Customer Service:

i. The contractor shall send recipients point-of-sale experience surveys for each items delivered based upon current acceptable industry practices/timelines. The contractor shall summarize the results of the surveys shall provide the results to the FHWA Contract Specialist and TPOC on a quarterly basis as described in Section 4.0 – Deliverables Schedule of this SOW.

ii. The contractor shall provide a customer service representative for the purpose of responding to customer concerns. This response will be provided within two business days or less.

iii. Ongoing customer service problems shall be reported to the TPOC within two business days of the problem surfacing. Specific problems may include, but are not limited to: instances when any when any item is not shipped within two weeks of receipt of the order, items being discontinued and no longer available to be ordered, temporary unavailability of an item, etc.

iv. Damaged Devices: If an item is received damaged, the recipient will be instructed to call or email the contractor Customer Service as identified on the packing slip included in the mailed package. The contractor shall communicate with the recipient and expedite a replacement recognition device within 2 weeks

The recipient should also be notified what to do with the broken device.

The contractor shall negotiate with the shipper as to who is at fault as it relates to the breakage and order a replacement item. It is not the recipient’s responsibility.

v. Incomplete or Incorrect Devices: In the event that a recipient receives an incomplete or incorrect device, the contractor shall provide directions on how to remedy the situation and provide a replacement item through the contractor’s customer service process as identified on the packing slip included in the mailed package. An example of an incomplete device would be devices with missing pieces or engravement. Once the situation is identified, the contractor should take a proactive approach to getting the problem resolved.

Once the contractor has been contacted by the recipient, the contractor should expedite a replacement recognition device as soon as possible. The recipient should also be notified what to do with the incomplete or incorrect device.

NOTE: Replacement of a damaged, defective, incomplete or incorrect device shall be the responsibility of the contractor and at no additional cost to the FHWA.

C. Retirement Recognition Program (RRP):

The contractor shall provide the following retirement recognition items of a business nature for order on the FHWA website described above. RRP items should range in value between $100 to $175 retail (including etching or engraving, but not including shipping).

The contractor shall customize the items with FHWA’s logo (provided at time of the award of the BPA) and the statement, “FHWA Honors Your Retirement.” This statement may be in the format of a small stamped plaque on the item or actual engraving or etching on the item as identified at the time the item is added to the website. The contractor shall provide a mock-up or graphics of one or some of the items for the TPOC to review.

There shall be approximately 20 recognition items available for selection; examples of recognition items for the RRP category are:

· Men’s and Women’s watches

· Picture frames

· Crystal items

· Other appropriate retirement recognition items as proposed and approved by FHWA.

NOTES:

a. Recognition items may not include any items of clothing.

b. See attached sample RRP catalog. Recognition items shall duplicate those in the sample to the greatest extent possible subject to the provisions concerning adding and removing items as addressed in Section F below.

D. Length of Service Recognition Program (LOSRP):

The contractor shall provide the following Length of Service recognition items of a business nature for order on the website. The items should range in value between $75 to $150 retail (including etching or engraving, but not including shipping).

The contractor shall customize the items with FHWA’s logo (provided at time of the award of the contract) and the statement, “FHWA Honors Your Service.” This statement may be in the format of a small stamped plaque on the item or actual engraving or etching on the item as identified at the time the item is added to the website.

There shall be approximately 20 recognition items available for selection; examples of recognition items for the RRP category are:

· Men’s and Women’s watches

· Picture frames

· Crystal items

· Other appropriate retirement recognition items as proposed and approved by FHWA.

NOTES:

a. Recognition items may not include any items of clothing.

b. See attached sample LOSRP catalog. Recognition items shall duplicate those in the sample to the greatest extent possible subject to the provisions concerning adding and removing items as addressed in Section F below.

E. 50 Years of Service Recognition Program:

Approximately twice per year, FHWA will have a need to recognize an employee who has reached 50 years of service. To recognize this employee, FHWA requires a 12 inch Crystal Bowl with a wooden base with a total value of approximately $200 retail (including etching or engraving, but not including shipping).

NOTE: This item shall not be displayed on any website. Because it is a special event, the device will be ordered directly by the TPOC via phone or email and not by the recipient.

This recognition item shall be customized by the contractor with FHWA’s logo (provided at time of the award of the BPA) and the statement, “({Employee Name} FHWA Honors Your 50 Years of Service.

F. Adding/Removing Items from the Website(s):

i. Over time, new items may be added and old/discontinued items removed based on mutual agreement between the contractor and the FHWA Technical Point of Contact (TPOC). The FHWA TPOC or the contractor can initiate suggestions for removing or adding items. Final catalog selections will be approved by the FHWA TPOC in writing to the contractor.

ii. The contractor shall review the RRP and LOSRP catalogs quarterly to determine which items are no longer available and to find and suggest similar replacement items for those items. Once the new item is added to the Website, an email should be sent to the TPOC. The purpose of this review is to reduce the number of instances when recipients order an item and it is determined by the vendor to no longer be available.

G. If an Item is Delayed, Out of Stock or Unavailable:

i. If a recipient orders an item that will be delayed, within 1 business day of notification of delay, the contractor must contact the recipient and TPOC via email as to the expected availability of the item. If the recipient no longer wants the item due to the delay, the recipient shall be instructed on how to select a new item.

ii. If a recipient orders an item that is no longer in stock, within 2 business days of notification of not being in stock, the contractor must provide an alternate item that is acceptable to the recipient (with TPOC concurrence) and update their website to reflect that the item is temporarily unavailable.

iii. If the item is no longer available at all, the website should be updated within 1 business day to remove the item. Within 2 business days an alternate item should be identified and submitted to the TPOC via email. Upon concurrence of the TPOC, the item will be added to the website.

H. Ordering and Shipping:

i. The recipient is permitted to order one recognition item on the website(s) they are eligible to use. At the time the order is placed, the contractor shall notify the recipient of the estimated shipping arrival date (this date should include the time to process the order, engrave or etch the product and shipping time). If the estimated arrival date does not meet the needs of the recipient, the recipient shall be afforded another opportunity to select from the catalog.

ii. The contractor shall notify both the FHWA TPOC and the recipient upon shipment of a selected item via email; this notification shall include a tracking number.

iii. The contractor shall ship all items within 24 to 72 hours from the time of selection by the recipient, if the contractor has the item in stock. If the item must be ordered and will take greater than 2 weeks to be shipped, the contractor shall notify both the FHWA TPOC and the recipient within 2 business days of the notification of the delay.

iv. The contractor shall ship the item to the address identified by the recipient.

2.0 Period of Performance

The period of performance shall be for one base period of 12 months and four 12-month option periods for a total potential period of performance of five years. The BPA shall be reviewed at least annually and, if necessary, updated in accordance with FAR SUBPART 13.303-6.

3.0 General

3.1 Hours of Operation

Under this BPA, the Contractor is responsible for maintaining a functional and operational website 24 hours a day 7 days a week. FHWA understands that periodic maintenance or resolving emergency situations is part of the regular business function. In the event that the website suffers significant negative impact, FHWA should be notified within 8 business hours.

Customer service representatives should be available during extended business day from approximately 9:00 a.m. Eastern Time to approximately 9:00 p.m. Eastern Time Monday through Friday. In all cases, the Contractor shall take the necessary measures to ensure the uninterrupted performance of all tasks defined within this SOW.

3.2 Place of Performance

Work shall be performed at the contractor’s facility. Meetings, as required, will be held at FHWA headquarters located at 1200 New Jersey Avenue, SE Washington, DC or via teleconference.

3.3 Physical Security

The Contractor shall be responsible for safeguarding all government equipment, information and property provided for Contractor use

3.4 Disclosure of Conflicts of Interest

Offers shall provide a brief statement in the quotation that describes in a concise manner all past, present or planned organizational, contractual or other interest(s), which may affect the Offers’ ability to perform the proposed contract in an impartial and objective manner. The Contracting Officer will review the statement submitted and may require additional relevant information from the Offerors. In accordance with FAR Subpart 9.5, all such information and any other relevant information known to DOT will be used to determine whether an award to the Offerors may create an actual or potential conflict of interest. If any such conflict of interest is found to exist, the Contracting Officer may (1) disqualify the Offerors, or (2) determine that it is otherwise in the best interest of the United States to contract with the Offerors and include appropriate provisions to mitigate or avoid such conflict in the order awarded.

3.5 Technical Point of Contact (TPOC)

a. The Contracting Officer may designate a TPOC to assist in monitoring the work under this BPA and subsequent orders. The TPOC is responsible for the technical administration of the BPA and orders and technical liaison with the Contactor. The TPOC IS NOT authorized to change the scope of work or specifications as stated in the BPA, to make any commitments or otherwise obligate the Government or authorize and changes which affect the BPA pricing, delivery schedule, period of performance or other terms or conditions.

b. The TPOC is the exclusive technical point of contact between the Government and Contractor. The TPOC may designate others to correspond with the Contactor on specific issues.

c. The Government Purchase Card Holder or the Contracting Officer is the only individual who can legally commit or obligate the Government for the expenditure of public funds. The technical administration of the order shall not be construed to authorize the revision of the terms and conditions of this order. Any such revision shall be authorized in writing by the Contracting Officer.

3.6 Invoicing Instructions

a. After the recipient orders an award item, the contractor shall ship the award item and shall bill the FHWA Government Purchase Card holder for the cost of the device, engraving/etching and shipping. The invoices should be sent to awardsandrecognition@dot.gov or HAHR-60, 1200 New Jersey Ave, SE, Washington, DC 20590.

b. The contractor shall be paid on a per-item basis by billing against a specific Government Purchase Card. Each item does not have to be billed individually but may be listed separately on one invoice to facilitate the billing and payment processes.

c. Invoices should be submitted on a monthly basis, and should not exceed $3,500.

d. In advance of the monthly bill, the TPOC should receive an email notification to the mailbox awardsandrecognition@dot.gov when an item is shipped. Notification can be in the form of shipping confirmations.

4.0 Deliverables Schedule

In the performance of this agreement and subsequent orders, the contractor shall provide the following deliverables to the FHWA TPOC:

a. Within one week of award of the BPA, the contractor shall participate in a kick-off meeting with the FHWA TPOC to be held via telecommunications, or at FHWA Headquarters located at 1200 New Jersey Avenue, SE Washington, DC or. At the kickoff meeting, the contractor shall identify items for inclusion in both the RRP and LOSRP catalogs. The current catalogues are attached to this Statement of Work. FHWA will also provide the contractor with a disk containing the FHWA logo and a copy of the flyer that the FHWA provides to recipients to facilitate their ordering/receipt of the recognition item.

b. Within two weeks of the kick-off meeting, the Contractor shall provide mock-up items or graphic designs of some potential items for the FHWA TPOC to review and approve.

c. Within three weeks of the kick-off meeting, the FHWA TPOC will approve the initial items to be included in the two recognition programs.

d. Within four weeks, after the kick-off meeting, the contractor shall present, for FHWA’s approval, the proposed web design/ catalogs for each recognition program.

e. FHWA will review and provide any comments within two weeks of receipt. The contractor shall incorporate FHWA’s comments into the final product.

f. Within eight weeks after the award of the BPA, the contractor shall have the approved website and a toll-free number available for FHWA to test.

2. Ongoing deliverables Schedule

a. The contractor shall provide the FHWA TPOC with online access to the FHWA ordering activity and provide FHWA with the capability of generating customized reports by office and/or location (city and state) for the items being selected on a weekly, monthly, quarterly and/or annual basis.

b. TPOC should have the ability to identify orders by:

Prior to the annual review, the vendor will supply a list of all items ordered, and the total cost invoiced to FHWA for the preceding 12 month period to the TPOC.

DELIVERABLES TABLE:

Telecommunication

TPOC/TM

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