Ombudsman_SOW.docx

U.S. Coast Guard Ombudsman Registry Statement of Work August 2015

1. INTRODUCTION

a. The Coast Guard (CG) requires a contractor to provide services in support of the CG Ombudsman Registry. The ombudsman registry is a primary database of information on command information, ombudsman contact information and ombudsman statistical data. The ombudsman registry provides (1) the ability for CG families to locate their ombudsman and send a secure email to their command/unit ombudsman (2) generates various statistical reports and (3) disseminates information quickly from the program manager to unit ombudsmen.

b. FY12 was the development, implementation and launch. FY13 was the base hosting and maintenance year for the Ombudsman Registry and Mobile Application with FY14 being the option year.

c. A new sole source contract is being sought for a base year and two option years.

2. BACKGROUND

a. The Coast Guard Ombudsman Program is a CG-wide program established to improve mission readiness through family readiness. It is a command-operated program, intended to improve communication between command/units and CG family members. CG ombudsmen are communication links, information and referral resources, and advocates for CG family members. The ombudsman registry is a critical tool for the ombudsman program because it provides visibility into ombudsman assignments and provides an efficient mechanism to manage and communicate ombudsman program activities.

b. Accurate and immediate dissemination of information to CG family members is a priority. CG ombudsmen maintain family member contact information and are able to provide information to family members. The ombudsman registry and the work-life mobile application allow for HQ’s to provide information to ombudsmen that is subsequently passed onto CG families. The registry also provides additional resources for ombudsmen, commanding officers, officers-in-charge and headquarters HSWL staff.

3. SCOPE. The maintenance of the ombudsman registry and work-life mobile application supports of the goals of the Coast Guard ombudsman program and ensures the best value to the government. This Statement of Work is for the continuation of the ombudsman registry and HSWL Mobile App and modifications.

a. Geographic Dispersion. There are approximately 900 CG commands/units. COMDTINST 1750.4 (series) states that every CG family member will have access to an ombudsman. Some commands/units may have several ombudsmen and some ombudsmen may be responsible for several commands/units.

b. POLICY CONCEPTS. The policy concepts under which this program operates are contained in the statutes cited in this document.

4. DEFINITIONS

a. Atlantic Area Command (LantArea). From its home in Portsmouth, Va., the LantArea Command Center coordinates law enforcement and rescue missions that occur on the high seas across and outside district boundaries. Approximately 50,000 LantArea members carry out missions that span 40 states; border 29 foreign countries; and contain more than 5 million square miles of ocean, inland waterways and tributaries.

b. Contractor. The provider of CG Ombudsman Registry database contracted by the CG to deliver services to the CG.

c. Districts. Each Area is comprised of Districts. The district commander is responsible for the support of units under his command. He is specifically charged with ensuring that Coast Guard duties are performed efficiently, safely, and economically within his district. There are currently nine (9) districts.

d. Family Member. A family member is a dependent of a military member and includes cohabitating partners of civilian employees.

e. Health, Safety and Work-Life Service Center (HSWL SC). Evaluates and ensures the effectiveness of WL programs, resource management, the delivery of services, and compliance with Commandant policy and standards.

f. Ombudsman. Spouse of a member of the command who is appointed by the CO to serve as official liaison between the command and family members.

g. Ombudsman Coordinator. HSWL staff member who implement and deliver the Ombudsman Program at the WL Regional Practices (RP).

h. Ombudsman Program Manager. The lead role for policy development and oversight, resource competition and advocacy, strategic planning and direction, subject matter expertise, and overall program management.

i. Pacific Area Command (PAC). The PAC Area command is the regional CG element responsible for carrying out Coast Guard missions across the Pacific Rim. The area command itself is located in Alameda, Calif., on Coast Guard Island on the East side of San Francisco Bay. The Pacific Area region of responsibility encompasses the maritime states of California, Oregon, Washington, Alaska, and Hawaii, and extends from the North to the South Poles and across the Pacific to Asia -- a total of nearly 74 million square miles.

j. Regional Ombudsman Coordinator. Serves as the either the Atlantic or Pacific Area Commanders, assisting HSWL SC and Ombudsman Program Manager in the execution and implementation of the Ombudsman Program.

k. Work-Life Regional Practices (RP). Service delivery of Work-Life Programs is accomplished by 13 field Work-Life offices assigned to HSWL RP CG wide.

5. APPLICABLE DOCUMENTS AND REFERENCES

a. Ombudsman Program, COMDTINST 1750.4 (series)

b. http://www.uscg.mil/worklife

c. COMDTINST 5230.62 (series)

6. REQUIREMENTS FOR OMBUDSMAN REGISTRY AND HSWL MOBILE APP

Task 1. DESCRIPTION OF SUPPLIES/SERVICES. The contractor will provide hosting and database server for the Coast Guard ombudsman registry and the Work-Life Mobile Application.

(1) Coast Guard PM will identify system issues and submit work order ticket identifying issue.

(2) Contractor will acknowledge receipt of ticket within 48 hours and identify approximate response time for resolution to issue.

Task 2. Develop a web-based administrative content management system for the iOS/Android Mobile Applications. The system should:

(1) Provide the ability for PM to make web based administrative changes to the iOS and Android Mobile application.

(2) Provide the ability for PM to delegate the administrative responsibility to other approved staff.

(3) Provide the ability to limit the area to change to those delegated.

(4) Provide the ability for push notifications for iOS/Android applications immediately.

(5) Allow downloaded mobile applications to update upon opening application on personal mobile devices.

(6) Provide the ability for the iOS/Android to receive updates from the PM

(7) Provide a Badge Indicator on iOS/Android devices when notifications or changes have been made to the iOS/Android applications and indicate the number of changes if multiple changes made.

Task 3. REGISTRY DATABASE ENHANCEMENTS. Requirement should include:

(1) Change ombudsman coordinator breakdown from Work-Life offices to Regional Practices. Changes should include:

a. District 17 should change from HSWL Juneau and HSWL Kodiak to Regional Practice Kodiak.

b. District 11 should change from HSWL San Diego and HSWL Alameda to Regional Practice Alameda.

c. District 8 should change from HSWL New Orleans and HSWL St. Louis to Regional Practice St. Louis.

d. Change the Contact your ombudsman section to reflect these changes.

e. Ability for HSWL coordinators to send broadcasts to other HSWL Coordinators in their AOR and to the Area Regional Ombudsman Coordinator.

f. Copies of broadcasts sent to the sender.

(2) The system should provide an email notification to ombudsman coordinator when a change is made to an ombudsman profile or unit within their AOR.

(3) HSWL Coordinators and ROCs have the ability to unlock an account.

(4) COs/OICs/CORs having the ability to select and assign themselves to a unit prior to PM account approval.

(5) Monthly Worksheet Modifications should provide:

a. A count report for commands with ombudsmen that have not submitted a monthly worksheet.

b. A count report and date of when monthly worksheet was submitted.

c. Removal of 30, 60, and 90 day count reports.

Task 4. SYSTEM DISASTER RECOVERY. In the event of a disaster, the ombudsman registry website will serve as the primary information source. Contractor shall demonstrate capability for disaster recovery capabilities and redundancy for all ombudsman registry operations and systems to ensure continuity of services. Minimum Requirements for system disaster recovery:

(1) In the event of a disaster, either natural or man-made, the contractor shall be able to maintain normal operations with no downtime or loss of data. Contractor’s backup facility should have all the capabilities of the compromised operations and systems

(2) Contractor shall develop and implement procedures to address organizational policy for system recovery

(3) Contractor shall develop a test plan and execute it at least annually to ensure that recovery is achievable. Based on the test results, the plan should be modified if required

(4) The contractor shall provide a description of the company’s current disaster recovery approach and plan, when it was last tested, and type of testing performed

(5) The contractor’s technical processes and procedures provide for disaster recovery for the ombudsman registry

(6) The contractor’s disaster recovery procedures provide no down time and no loss of data Task 5. PROGRAM OVERSIGHT OBJECTIVE AND MINIMUM REQUIREMENTS. Minimum requirements will include but not be limited to:

(1) The team shall include, at a minimum, a program director with the authority to speak and act on behalf of the contractor with CG and a program director assigned to work directly with the Contracting Officer’s Representative (COR). This team shall be responsible for all services delivered and the management of subcontractors; team shall supervise maintenance of the Ombudsman Registry

(2) Contractor will provide an on-site visit to CG headquarters to coordinate CG specific requirements if requested

(3) The contractor shall develop and maintain management processes and procedures to ensure the website meets information and systems security requirements

(4) The contractor shall develop and maintain management processes and procedures to provide for disaster recovery for the ombudsman registry website

(5) The contractor shall develop and maintain management process to meet Section 508 of Workforce Investment Act of 1998 and all CG security requirements as applicable

9. PERIOD OF PERFORMANCE

The period of performance for this requirement consists of one base year and two options years for a total potential period of performance of 3 years.

10. DELIVERABLES

a. Timely review of the contractor’s deliverables shall be the responsibility of the government. The government shall provide either written acceptance of the deliverables submitted or provide comments and recommended changes within 10 working days of receipt of each deliverable. When comments are provided by the government, the contractor is responsible to ensure inclusion of all recommendations into next draft of product.