HSFE60-16-I-0005.pdf

HSFE60-16-I-0005

SOLICITATION, OFFER AND AWARD

4. TYPE OF SOLICITATION2. CONTRACT NUMBER 3. SOLICITATION NUMBER

7. ISSUED BY CODE 8. ADDRESS OFFER TO (If other than Item 7)

ORDER UNDER DPAS (15 CFR 700)

6. REQUISITION/PURCHASE NUMBER

NOTE: In sealed bid solicitations "offer" and "offeror" mean "bid" and "bidder".

NEGOTIATED (RFP)

SEALED BID (IFB)

5. DATE ISSUED

1. THIS CONTRACT IS A RATED RATING PAGE OF PAGES

EXT.NUMBERAREA CODE

B. TELEPHONE (NO COLLECT CALLS)A. NAME

10. FOR

INFORMATION

Email:

CAUTION: LATE Submissions, Modifications, and Withdrawals: See Section L, Provision No. 52.214-7 or 52.215-1. All offers are subject to all terms and conditions contained in this solicitation.

(Date)(Hour) local timeuntildepository located in copies for furnishing the supplies or services in the Schedule will be received at the place specified in Item 8, or if hand carried, in the

SOLICITATION

9. Sealed offers in original and

PART IV - REPRESENTATIONS AND INSTRUCTIONS

OTHER STATEMENTS OF OFFERORS

EVALUATION FACTORS FOR AWARD

INSTRS., CONDS., AND NOTICES TO OFFERORS

REPRESENTATIONS, CERTIFICATIONS AND

LIST OF ATTACHMENTS

CONTRACT CLAUSES

PART III - LIST OF DOCUMENTS, EXHIBITS AND OTHER ATTACH.

I

J

K

L

M SPECIAL CONTRACT REQUIREMENTS

CONTRACT ADMINISTRATION DATA

DELIVERIES OR PERFORMANCE

INSPECTION AND ACCEPTANCE

PACKAGING AND MARKING

DESCRIPTION/SPECS./WORK STATEMENT

SUPPLIES OR SERVICES AND PRICES/COSTS

SOLICITATION/CONTRACT FORM

PART II - CONTRACT CLAUSESPART I - THE SCHEDULE

H

G

F

E

D

C

B

A

SEC. DESCRIPTION PAGE(S) (X) DESCRIPTION SEC. (X)

11. TABLE OF CONTENTS

18. OFFER DATE17. SIGNATURE

SUCH ADDRESS IN SCHEDULE.

IS DIFFERENT FROM ABOVE - ENTER

15C. CHECK IF REMITTANCE ADDRESS

EXT.NUMBERAREA CODE

15B. TELEPHONE NUMBER

(Type or print)AND

ADDRESS

OF

OFFEROR

CODE FACILITY

16. NAME AND TITLE OF PERSON AUTHORIZED TO SIGN OFFER15A. NAME

DATEAMENDMENT NO.DATEAMENDMENT NO.

and related documents numbered and dated):

amendments to the SOLICITATION for offerors

(The offeror acknowledges receipt of

14. ACKNOWLEDGEMENT OF AMENDMENTS

CALENDAR DAYS (%)30 CALENDAR DAYS (%)20 CALENDAR DAYS (%)10 CALENDAR DAYS (%)

(See Section I, Clause No. 52.232.8)

13. DISCOUNT FOR PROMPT PAYMENT

designated point(s), within the time specified in the schedule.

by the offeror) from the date for receipt of offers specified above, to furnish any or all items upon which prices are offered at the price set opposite each item, delivered at the

12. In compliance with the above, the undersigned agrees, if this offer is accepted within ______________ calendar days (60 calendar days unless a different period is inserted

NOTE: Item 12 does not apply if the solicitation includes the provisions at 52.214-16, Minimum Bid Acceptance Period.

OFFER (Must be fully completed by offeror)

IMPORTANT - Award will be made on this Form, or on Standard Form 26, or by other authorized official written notice.

28. AWARD DATE

(Signature of Contracting Officer)

27. UNITED STATES OF AMERICA

25. PAYMENT WILL BE MADE BY

26. NAME OF CONTRACTING OFFICER (Type or print)

CODE 24. ADMINISTERED BY (If other than Item 7)

ITEM

(4 copies unless otherwise specified)

23. SUBMIT INVOICES TO ADDRESS SHOWN IN

41 U.S.C. 253 (c) ( 10 U.S.C. 2304 (c) (

22. AUTHORITY FOR USING OTHER THAN FULL AND OPEN COMPETITION:

21. ACCOUNTING AND APPROPRIATION20. AMOUNT19. ACCEPTED AS TO ITEMS NUMBERED

AWARD (To be completed by government)

CODE

06/17/2016

FEMA HQ

FEMA HQ

FEDERAL EMERGENCY MANGEMENT AGENCY

ACQUISITION MANAGEMENT

500 C STREET SW

5TH FLOOR

WASHINGTON DC 20472

1200 ES 07/06/2016

Barry Taylor

C. E-MAIL ADDRESS

barry.taylor@fema.dhs.g ov

PAGE(S)

Barry Taylor

AUTHORIZED FOR LOCAL REPRODUCTION

Previous edition is unusable

STANDARD FORM 33 (Rev. 9-97)

Prescribed by GSA - FAR (48 CFR) 53.214(c)

Solicitation Number:

HSFE60-16-I-0005

Notice Type:

Sources Sought

Synopsis:

REQUEST FOR INFORMATION (RFI)

HSFE60-16-I-0005

FIMA Risk Management – Communications and Management Division Customer & Data Services

1.0 DESCRIPTION

1.1 The Federal Insurance and Mitigation Administration – Customer and Management Division, in support of the Risk MAP program is seeking information and feedback on the attached draft

Statement of Objectives.

1.2 THIS IS A REQUEST FOR INFORMATION (RFI) ONLY. This RFI is issued solely for information and planning purposes; it does not constitute a Request for Proposal (RFP) or a promise to issue an RFP in the future. This request for information does not commit the Government to contract for any supply or service whatsoever. Further, FEMA is not at this time seeking proposals and will not accept unsolicited proposals. Responders are advised that the Government will not pay for any information or administrative costs incurred in response to this RFI; all costs associated with responding to this RFI will be solely at the interested party's expense. Not responding to this RFI does not preclude participation in any future RFP, if any is issued. If a solicitation is released, it will be synopsized on the Federal Business Opportunities website (FedBizOpps). It is the responsibility of the potential Offerors to monitor this site for additional information pertaining to this requirement.

2.0 BACKGROUND

The Federal Insurance and Mitigation Administration (FIMA) is a component of the Department of Homeland Security (DHS), Federal Emergency Management Agency (FEMA), which operates the Federal Emergency Management Agency (FEMA) Risk Management Directorate and the

National Flood Insurance Program (NFIP).

The Federal Emergency Management Agency (FEMA) Risk Management Directorate implements several programs including the Risk Mapping, Assessment, and Planning (Risk MAP)

Program, the National Dam Safety Program, the Levee Safety Program, the National Earthquake

Hazards Reduction Program, the Natural Hazards Risk Assessment Program, the Building

Sciences Program, and the National Flood Insurance Program Actuarial Sciences Program. The vision for Risk MAP is to deliver quality data that increases public awareness and leads to action that reduces risk to life and property. Risk MAP assesses flood hazards and flood risk in support of the National Flood Insurance Program and delivers flood hazard and risk products to local governments, the real estate and lending industries and other stakeholders.

FEMA’s National Flood Insurance Program has been offering flood insurance coverage to homeowners, renters and businesses as protection against flood losses for over 40 years. In return, local governments provide commitment to sound floodplain management and related flood disaster mitigation efforts. In addition to offering flood insurance, the duties of the NFIP include identifying communities’ flood risks, mapping and publishing Flood Insurance Rate

Maps of those risks, helping communities meet floodplain management requirements, and communicating the benefits of flood insurance protection so that more Americans are reimbursed for flood damage through the insurance mechanism, rather than through Federal disaster assistance funds.

FIMA has recently embarked on taking an Administration‐wide view of procurements to in an effort to identify common requirements across FIMA that can be procured through a single contract. The intent of this initiative is to realize efficiencies across FIMA by increasing co‐ ordination and reducing duplication of operations. The purpose of the attached Statement of

Objectives (SOO) is to obtain contracted support for IT systems development and operations, data management, data architecture, and data distribution, support for IT and data business requirements, and management of a contact center for Risk Management which will replace the expiring Customer and Data Services contract. In addition the SOO seeks to obtain contracted support to provide expert professional call center operations support for the NFIP

Flood Insurance Reform Act (FIRA) Inquiry Toll Free Line and the NFIP General Information Toll

Free Line. The Customer & Data Services (CDS) provider will support Risk Management operations and the changes necessary to continue to improve the FIMA Risk Management vision.

Since the political and technological environments are continuing to evolve, this initiative will require the continuous review of existing systems and operations, and potential development of new standards or approaches in meeting the objectives outlined below. FEMA’s goal with this SOO is to receive solutions that are innovative, proven, efficient, easy to implement and effective, while also not programmatically disruptive. In light of constant funding constraints, solutions should be phased or have standalone components which can be implemented without the realization of the entire, broad solution.

For additional information on FIMA and IT requirements, please visit the following websites;

https://www.fema.gov/media‐library/assets/documents/12318 and https://www.dhs.gov/topic/cybersecurity

3.0 REQUESTED INFORMATION

The contractor is being asked to provide the following information:

1. FIMA’s acquisition strategy is to streamline and achieve synergies in procurements a) by using existing procurement vehicles from GSA and DHS where there is a solid fit and, b) to procure categories of services across FIMA rather than limiting scope to individual programs. Please comment on any initiatives FIMA should consider with regard to the scope of CDS.

2. In general, please provide a) comments and/or feedback to strengthen the SOO and, b) explanations of any weaknesses and/or unattainable requirements

3. Specifically, please comment on a) the feasibility of consolidating Mapping Information

Platform (MIP) and MSC data centers and, b) any risks/issues/concerns with this and solution and a recommended approach to mitigating these (if possible).

4. Specifically, please discuss the feasibility of consolidating the NFIP General Inquiries Call

Center and the FEMA Map Information eXchange (FMIX).

5. Areas of particular interest to FEMA include:

a. Options for how effective and timely IT support could be provided for the

Regions.

b. Ideas for how Technical Mapping Advisory Committee recommendations could be implemented.

c. Ideas on how best to streamline the customer experience, with the data, products, websites, etc. that the flood program produces to better inform property owners. Ideas could include new or enhanced tools that should be deployed that help property owners better understand the impact of map changes.

4.0 RESPONSES

4.1 Interested parties are requested to respond to this RFI with a white paper.

4.2 White papers in Microsoft Word for Office 2010 compatible format are due no later than

July 6, at Noon EST. Reponses shall be in 12 point, Times New Roman font, be 1.5 spaced and limited to six single sided pages and submitted via email only to Barry.Taylor@fema.dhs.gov.

The subject line of all submittals shall start with applicable RFI number, HSFE60‐16‐I‐0005.

Proprietary information, if any, should be minimized and MUST BE CLEARLY MARKED. To aid the Government, please segregate proprietary information. Please be advised that all submissions become Government property and will not be returned.

4.3 The white paper should include administrative information, at minimum: Name, mailing address, phone number, point of contact, email of designated point of contact and business type (large business, small disadvantaged business, HUBZone small business, etc.).

5.0 INDUSTRY DISCUSSION

5.1 FEMA representatives may or may not choose to meet with potential Offerors. Such discussions would only be intended to get further clarification of potential capability to meet the requirements, especially any proprietary information concerns.

6.0 QUESTIONS

6.1 Questions regarding this announcement shall be submitted in writing, utilizing the format provided, via e‐mail to the Contracting Officer, Barry F Taylor at barry.taylor@fema.dhs.gov by

1:00 PM EST June 22, 2016. The subject line of all submittals shall start with applicable RFI number, HSFE60‐16‐I‐0005. Verbal questions will NOT be accepted, and the Contracting

Officer's Representative (COR) will NOT field questions via email or phone. Questions will be answered by posting answers to FedBizOpps (www.fbo.gov). Questions shall NOT contain proprietary or classified information.

7.0 SUMMARY

THIS IS A REQUEST FOR INFORMATION (RFI) ONLY to identify feedback on the Customer and

Data Services Statement of Objectives. The information provided in the RFI is subject to change and is not binding on the Government. FEMA has not made a commitment to procure any of the items discussed, and release of this RFI should not be construed as such a commitment or as an authorization to incur costs for which reimbursement would be required or sought. All submissions become Government property and will not be returned.

June 17, 2016

PROCUREMENT SENSITIVE

FOR OFFICIAL USE ONLY

FAR 3.104 & 2.101

I DESCRIPTION AND PURPOSE

The Federal Insurance and Mitigation Administration (FIMA) is a component of the Department of Homeland Security (DHS), Federal Emergency Management Agency (FEMA), which operates the Federal Emergency Management Agency (FEMA) Risk Management Directorate and the National Flood Insurance Program (NFIP).

The Federal Emergency Management Agency (FEMA) Risk Management Directorate implements several programs including the Risk Mapping, Assessment, and Planning (Risk MAP) Program, the National Dam Safety Program, the Levee Safety Program, the Natural Hazards Risk Assessment Program, the Building Sciences Program, National Earthquake Hazards Reduction Program (NEHRP) and the National Flood Insurance Program Actuarial Sciences Program. The vision for Risk MAP is to deliver quality data that increases public awareness and leads to action that reduces risk to life and property. Risk MAP assesses flood hazards and flood risk in support of the National Flood Insurance Program and delivers flood hazard and risk products to local governments, the real estate and lending industries and other stakeholders.

FEMA’s National Flood Insurance Program has been offering flood insurance coverage to homeowners, renters and businesses as protection against flood losses for over 40 years. In return, local governments provide commitment to sound floodplain management and related flood disaster mitigation efforts. In addition to offering flood insurance, the duties of the NFIP include identifying communities’ flood risks, mapping and publishing Flood Insurance Rate Maps of those risks, helping communities meet floodplain management requirements, and communicating the benefits of flood insurance protection so that more Americans are reimbursed for flood damage through the insurance mechanism, rather than through Federal disaster assistance funds.

FIMA has recently embarked on taking an Administration-wide view of procurements to in an effort to identify common requirements across FIMA that can be procured through a single contract. The intent of this initiative is to realize efficiencies across FIMA by increasing co-ordination and reducing duplication of operations. The purpose of this Statement of Objectives (SOO) is to obtain contracted support for IT systems development and operations, data management, data architecture, and data distribution, support for IT and data business requirements, and management of a contact center for Risk Management which will replace the expiring Customer and Data Services contract. In addition the SOO seeks to obtain contracted support to provide expert professional call center operations support for the NFIP Flood Insurance Reform Act (FIRA) Inquiry Toll Free Line and the NFIP General Information Toll Free Line. The Customer & Data Services (CDS) provider will support Risk Management operations and the changes necessary to continue to improve the FIMA Risk Management vision.

Since the political and technological environments are continuing to evolve, this initiative will require the continuous review of existing systems and operations, and potential development of new standards or approaches in meeting the objectives outlined below. FEMA’s goal with this SOO is to receive solutions that are innovative, proven, efficient, easy to implement and effective, while also not programmatically disruptive. In light of constant funding constraints, solutions should be phased or have standalone components which can be implemented without the realization of the entire, broad solution.

FAR 3.104 & 2.101

II BACKGROUND

FEMA’s flood products are one of the essential tools for flood hazard mitigation in the United States. These maps are used an estimated 20 million times annually in the private and public sectors, in the following ways:

Lending institutions and insurance companies use them to determine who needs flood insurance and to determine flood insurance rates.

Community planning officials, land developers, and engineers use them for designing and siting new buildings and infrastructure to be safe from flooding.

States and communities use them for hazard mitigation planning and emergency management.

Federal agencies use them when implementing Executive Order 11988, Floodplain Management and the Federal Flood Risk Management Standard .

FEMA’s flood insurance policies are sold through licensed insurance agents either through their affiliated Write-Your-Own (WYO) Insurance Companies or through the NFIP Direct Servicing Agent (DSA); the premium rates, coverages, and rules are determined by FEMA. By law, flood insurance is required of borrowers as a condition of making, increasing, extending, or renewing loans from federally regulated or insured lending institutions for improved real property in identified Special Flood Hazard Areas.

FEMA’s Federal Insurance and Mitigation Administration (FIMA) is undergoing shifts in how it delivers information necessary for flood hazard reduction. FIMA’s recently established the Risk Management Directorate which integrated the existing Risk MAP Program with FIMA’s Building Science work and Actuarial Risk Analysis work.

III FEMA STRATEGIC GOALS

The 2014-2018 FEMA Strategic Plan reflects objectives the Agency will accomplish to provide the best possible support to the American people before, during, and after disasters. It sets forth the strategies FEMA will employ to accomplish the objectives and also establishes measurable outcomes to achieve. This Strategic Plan was developed through the involvement of hundreds of FEMA employees and many external stakeholders who contributed to generating our objectives, strategies, and outcomes, and who are now working to execute this Plan.

The Strategic Plan provides a strategic lens to focus FEMA's efforts and guide the allocation of resources over the next four years. The FEMA Strategic Plan also supports the Department of Homeland Security's Strategic Plan for Fiscal Years (FY) 2014-2018 Mission 5 of Strengthen national preparedness and resilience.

FEMA’s Five Strategic Priorities:

Priority 1: Be survivor-centric in mission and program delivery Priority 2: Become an expeditionary organization

FAR 3.104 & 2.101

Priority 3: Posture and build capability for catastrophic disasters Priority 4: Enable disaster risk reduction nationally Priority 5: Strengthen FEMA’s organizational foundation

FEMA's Two Strategic Imperatives:

A whole community approach to emergency management Foster innovation and learning

IV FIMA MISSION

The mission of FIMA is to create safer communities by reducing loss of life and property; enable individuals to recover more rapidly from floods and other disasters; and lessen the financial impact of disasters on the Nation. This is accomplished through three primary objectives:

Analyze Risk – Determining the impact of natural hazards that lead to effective strategies for reducing risk.

Reduce Risk – Reducing or eliminating long‐term risk from hazards on the existing built environment and future construction.

Insure for Flood Risk – Reducing the impact of floods on the Nation by providing flood insurance.

V PROGRAM DESCRIPTIONS

FEMA’s FIMA operates the NFIP, which was created by an Act of Congress in 1968. The NFIP makes flood insurance available to residents and businesses of participating communities that commit to sound flood plain management practices. The primary tool for identifying the flood hazard is a flood map. The NFIP established the flood mapping program which was expanded in 2003 with the Flood Map Modernization effort. In order to leverage the successes of Map Modernization and further enhance the usability and value of flood hazard mapping, FEMA developed the Risk MAP program in 2009. Risk MAP combines flood hazard mapping, risk assessment tools and Hazard Mitigation Planning into one seamless program. The intent of this integrated Risk MAP program is to encourage beneficial partnerships and innovative uses of flood hazard and risk assessment data in order to maximize flood loss reduction.

The objectives of Risk MAP are:

Assess Nation’s flood risk and use this information to increase public awareness of risk.

This consistent, quantitative flood risk assessment will be used to track progress toward reducing flood risk and to target resources.

Increase public awareness of risk from natural hazards and establish a baseline of local knowledge and understanding of risk management concepts.

Ensure 80 percent of the Nation’s flood hazards are current – the flood hazard data are new, have been updated, or deemed still valid.

FAR 3.104 & 2.101

o Provide updated flood hazard data for 100 percent of the populated coastal areas in the Nation.

o Evaluate levee status information to ensure the appropriate flood hazards are depicted on Digital Flood Insurance Rate Maps for counties with levees, including those impacted by expiring Provisionally Accredited Levee status.

Continue to meet statutory requirements of the National Flood Insurance Program through assessing on a watershed basis, the need to revise and update all floodplain areas and flood risk zones identified, delineated, or established.

The goals of Risk MAP include:

Goal 1: Address gaps in flood hazard data to form a solid foundation for flood risk assessments, floodplain management, and actuarial soundness of the National Flood Insurance Program.

Goal 2: Ensure that a measurable increase of the public’s awareness and understanding of risk management results in a measurable reduction of current and future vulnerability to flooding.

Goal 3: Lead and support states, local and tribal communities to effectively engage in risk-based mitigation planning resulting in sustainable actions that reduce or eliminate risks to life and property from natural hazards.

Goal 4: Provide an enhanced digital platform that improves management of limited Risk MAP resources, stewards information produced by Risk MAP, and improves communication and sharing of risk data and related products to all levels of government and the public.

Goal 5: Align Risk Analysis programs and develop synergies to enhance decision-making capabilities through effective risk communication and management.

Risk MAP is designed to support communities with their implementation of another element of the NFIP-- floodplain management. If communities participate in the NFIP by actively managing their flood risk, flood insurance will be available to their citizens. Flood insurance helps communities and individuals financially recover from floods. The NFIP sells and administers Standard Flood Insurance Policies in two ways:

(1) Through an arrangement with private Write Your Own (WYO) insurance companies (under authority of 44 CFR Section 62.23); and

(2) Through a contract with an entity that directly sells and services NFIP policies, the NFIP Direct Servicing Agent (DSA).

Since 1983, the Write Your Own (WYO) Program has become the primary vehicle for delivering and servicing flood insurance with participating insurance companies, who write nearly 80% of the NFIP’s policies in their own names. The Government bears the underwriting risk for WYO issued policies, and for the policies issued by the DSA.

FAR 3.104 & 2.101

VI Acquisition Strategy

In 2008, FEMA crafted an acquisition strategy to optimize stakeholder acceptance; deliver results using an enabling vision; ensure needed flexibility and adaptability exists; facilitate smooth and seamless transition; and provide innovation with problem solving capabilities to meet the challenges facing Risk MAP program and related NFIP programs. This strategy involved a restructuring of the business model where a National Service Provider provided program management, customer service and many other services required to run the overall effort. The approach includes establishing separate contracts to provide five groupings of services:

Program Management (PM) Customer & Data Services (CDS) Production and Technical Services (PTS) Community Engagement and Risk Communication (CERC) Letter of Map Amendment (MT-1)

The current Customer & Data Services support contract is expiring and a new provider must be acquired. This acquisition is for the CDS provider only; PTS, PM, CERC and MT-1 providers are not a part of this acquisition.

VII UNIVERSAL OBJECTIVES

While each program area will have separate contract(s), the success or failure of Risk Management will hinge on the interaction and cooperation of all contractors working as a team to ensure the smooth, seamless flow of information to all stakeholders and partners, both internal and external, and a comprehensive, coordinated approach to provide information AND services to customers at all levels. A failure by a single contractor at any level may lead to Risk Management program failure. It is the responsibility of all contractors to participate as team members with all other contractors.

To this end, FEMA has established Universal Objectives for all Risk Management contractors.

Additionally, there are Overarching Assumptions and Constraints that apply to all contractors.

Universal Objectives

Universal Objective A: Leverage technology, relationships, and mutual interests across the public and private sectors to improve project delivery and effectiveness in order to increase risk awareness, leading to citizens and communities taking mitigation action to substantially reduce risk to life and property and increase the Nation’s resilience to natural hazards.

Universal Objective B: Provide a high level of cooperation and integration across all FIMA contractors, ensuring seamless and integrated program delivery. Offer subject matter expertise as required (e.g. business requirements, training development, authors, committees, etc.).

FAR 3.104 & 2.101

Universal Objective C: Implement sound program management practices to enable reliable and efficient operations, support of FIMA Governance structures, and forward-thinking innovation throughout the NFIP program.

Universal Objective D: Assist with the design, implementation, communication, and/or management of new and revised requirements, processes, and procedures resulting from the Biggert-Waters National Flood Insurance Program Reform Act of 2012 (BW-12), Homeowners Flood Insurance Affordability Act (HFIAA), Presidential Policy Directive-8 (PPD-8), the National Mitigation Framework (NMF), the National Disaster Relief Framework (NDRF), and other statutory and regulatory changes impacting the NFIP program. Promote integration with FIMA, FEMA, DHS, and Other Federal Agencies’ programs.

Overarching Assumptions and Constraints

All activities align with DHS/FEMA strategic goals and constraints.

All contractors will work together with FEMA to develop program goals and shared metrics that demonstrate the Risk Management program goals are achieved.

Outreach activities are coordinated, integrated, and consistent with Risk Management messaging throughout the Risk Management program including appropriate advisory focus groups.

Solutions leverage existing FIMA investments and resources, are cost effective, and demonstrate a sound return on investment (ROI).

Solutions meeting these goals and objectives must address important federal mandates and business drivers, including, but not limited to: the Government Paperwork Elimination Act; the Government Information Security Reform Act; the Clinger-Cohen Act; the Government Performance and Results Act; the Federal Records Act; the Computer Security Act; the Freedom of Information Act; the Disabilities Act; Section 508 of the Rehabilitation Act; the Disaster Mitigation Act of 2000; the National Flood Insurance Reform Act of 1994;the Stafford Act; the Flood Disaster Protection Act of 1973, the Housing and Urban Development Act of 1969; and other laws and regulations specific to FEMA.

Solutions must comply with all statutes and demonstrate working knowledge of applicable regulations, policies, guidelines, and specifications that affect the NFIP, the mission of the Department of Homeland Security, and related multi-hazard programs including risk assessment in a pre- and post- disaster environment.

Solution must demonstrate the flexibility to accommodate a changing environment as the roles and mission of the Risk Management Directorate evolves. In addition, the solutions may recommend changes to improve efficiency and effectiveness of Risk Management program functions and management.

Data security and privacy issues are a major focus of the federal government's information technology efforts. All activities must be compliant with the Government Information Security Reform Act, OMB policies, and FEMA and the Department of Homeland Security requirements.

Information technology (IT) systems must be coordinated with and comply with FEMA and Department of Homeland Security enterprise architecture requirements.

FAR 3.104 & 2.101

Solutions must include Disaster Recover (DR) and Continuity Of Operations (COOP) to handle special and emergency circumstances which could jeopardize program support.

The solution must include a transition-in/transition-out strategy and detailed plan describing how continuity of services will be maintained (e.g., production of flood hazard maps and related products, customer service and community outreach, program oversight, etc.) Transition should be accomplished in an efficient manner. The transition strategy should include reporting mechanisms, topic, frequencies and participants.

VIII CUSTOMER AND DATA SERVICES OBJECTIVES

Objective 1: Manage Risk MAP operations, data, and IT systems to support the achievement of the Risk MAP program

Provide program management and change management services to support the scope of

CDS.

Liaise with Production and Technical Services staff as appropriate to determine and co-ordinate the implementation of necessary program changes.

Objective 2: Operate and enhance Risk MAP non-IT solutions

Operate and enhance the Map Service Center and Engineering Library. Together these solutions manage archived legacy flood hazard mapping data, the physical maintenance of these materials and the distribution of digital and paper maps as required

Respond to any types of requests for data from internal and external customers. Manage digital and paper mapping data.

Operate the Letter Of Map Change Clearing House (LOMC Clearing House). FEMA receives more than 30,000 LOMC requests per year from communities, engineers, surveyors, and homeowners using the MT-1 and MT-2 application forms. Due to the current economic conditions, an increasing population, and FEMA’s initiative under Map Mod to conduct a large scale update of the nation’s flood maps, the volume of LOMC requests is expected to continue increasing for the foreseeable future. The LOMC Clearinghouse is a central hub that performs the administrative functions related to receiving LOMC requests, and distributing the LOMC requests to the PTS contractors for review and processing requiring significant touch labor. Both digital (eLOMA) and paper requests are supported by the LOMC Clearing House.

Objective 3: Operate and Enhance A Stakeholder-facing Contact Center

Operate a Contact Center to respond to stakeholder inquiries regarding the NFIP and Risk Management programs, as well as providing technical and system support that continues services currently provided.

Specifically, combine the Risk MAP FMIX and NFIP General Inquiries contact centers into a single contact center.

Prepare plans to accommodate surge contact volumes especially in times of disasters.

FAR 3.104 & 2.101

Present a plan for combining the two contact centers that does not threaten continuity of services but does complete the combination in an expedient manner.

Implement enhancements to the Contact Center that improve customer service, improve integration with other FIMA and FEMA contact centers, reduce operational costs and support emerging FIMA contact center strategy.

Objective 4: Manage all Risk Management Data in an Integrated, Comprehensive Manner

Minimize data duplication, identify authoritative sources, ensures data credibility, and meet the needs of internal and external program stakeholders.

Provide continuity of data management services currently provided and implement solutions that improve program data management and reduce costs.

Implement a Risk Management Data Management System: Use the latest proven technology to improve the systems that ensure Risk Management data and products are available, accessible, and updatable to effectively support the program goals and comply with records management requirements. Enhance the data management system to help meet the TMAC recommendations related to data management and digital products.

Data Management System must accept Risk Management Program data, products and deliverables from FEMA, Risk Management providers and other mapping partners.

Continue to support physical distribution of Risk Management products on a limited basis to communities. Provide professional services to fulfill external data requests for supporting documentation and support Freedom of Information Act requests.

Collect, account for and maintain records of all fees associated with the Risk Management Program.

Provide a clearinghouse for the intake and forwarding for processing of letter of map change request.

Provide technical support to monitor currency of web content and coordinate updates of content from a variety of sources for posting to FEMA.gov or other relevant websites.

Develop and implement an effective platform for data management and access that supports FEMA Regional needs.

Lead process and programmatic change management for all aspects of the CDS contract.

Implement the operational elements of Risk Management projects and enhancements once the projects are complete and enter the operations/maintenance phase Strategize, within the CDS contract, to develop programmatic enhancements and associated business requirements to improve and find efficiencies for Risk Management.

Provide data and disaster support services that support Risk Management and FEMA objectives during large disasters and times of critical need.

Objective 5: Maintain and Enhance Risk Assessment Data and Tools

Maintain the HAZUS-MH software and associated national data sets and provide a level of end user support satisfactory users.

Better integrate HAZUS and alternative risk assessment tools with Risk Management to increase the understanding of risk at the community level

Provide flexibility in advancing risk assessment tools for better FEMA decision support

FAR 3.104 & 2.101

Explore innovative solutions for future HAZUS development to achieve faster runs, better ease of use, API interface, and use of emerging datasets such as First Order Approximation data.

Objective 6: Maintain and Maximize the Current Risk Management IT Systems and Infrastructure and Support Risk Management Program Enhancements

Maintain a reliable, efficient, and interoperable IT architecture to enable Risk Management. Provide comprehensive IT solutions to support Risk Management business requirements including program coordination, planning and collaboration.

Provide an effective platform for effective internal communication and coordination for Risk Management initiatives across FEMA staff, contractors, and, on a limited basis, partners.

Translate business requirements developed by or in coordination with other Risk Management Providers into solutions and implement the solutions that support Program Management, Production and Technical Services, Community Engagement and Risk Communications, Customer Service requirements, and other programmatic needs.

Collaborate with the Government to provide recommendations that balance quality, efficiency and meeting of enterprise architecture which ultimately result in rapid, low-cost solutions, interoperable solutions with continuous user engagement.

Achieve substantial cost efficiencies in operations and maintenance to switch the program IT spending profile from primarily O&M to primarily enhancement and innovation.

Leverage existing investments in systems, programs, and data while incorporating new technologies and solutions.

Achieve smooth transition from existing systems and services.

Monitor user behavior for Risk Management systems and continuously improve systems to enhance usability and meet customer needs.

Strategize, within the CDS contract, to develop programmatic enhancements and associated business requirements to improve and find efficiencies for Risk Management.

Support the development of materials and delivery of outreach and training to stakeholders on a variety of Risk Management tools managed and developed by CDS.

Lead process and programmatic change management for all aspects of the CDS contract.

Implement the operational elements of Risk Management projects and enhancements once the projects are complete and enter the operations/maintenance phase Support expansion/enhancement of Risk Management systems to optimize the use of technology to support Risk Management goals.

Develop a refresh strategy for the Risk Management Programs’ systems as appropriate.

CDS IT systems include but are not limited to the Map Service Center; FEMA Map mitigation plan tracking systems; Coordinated Needs Management Strategy; DVT;

National Flood Hazard Layer; Map Viewer tools; Risk MAP Portal Sharepoint; RAS- PLOT, cHECk-RAS; Mapping Information Platform; Community Information System;

NextGen; Mid-term Levee Inventory; FEMA Levee Information System; HAZUS tools;

flood risk study engineering library; e-commerce, and fee collection. A functional view of IT Systems is given below:

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Functions IT System

Map Service Center

(MSC)

1. MSC Web System 2. HAZUS 3. Fee Collection System 4. Engineering Library 5. CFAS (Case File Access System) 6.CNMS (Coordinated Needs Management Strategy) 7. CDMS (Comprehensive Data Management System)

Mapping Information Platform

(MIP)

1. Workflow (Revisions, Amendments, Studies) 2. Crystal Reports and Form Letters 3. Map Viewer

4. DFIRM Verification Tool (DVT) 5. NFHL Web Map Service 6. MARS 7. Address Book 8. PALT 9.

Sequencing Tool 10. eLOMA 11. SOMA Tool 12. Compendium Panels 13. Tools & Links Data Upload 14. Search & Retrieve 15. Process Administration 16. Project Dashboard 17. EV Calculation Service 18. CIS Interface 19. NC EMA Web Service 20. MIP Web Content portal application 21. Citrix Interface

Other Applications

1. NDOP (National Digital Orthophoto Program)/NDEP (National Digital Elevation Program) 2.

Hazard Catalog System 3. Catman (Catalog Manager) System 4. Metaman (Metadata Manager) System 5. WISE Toolbox System 6. MIP Insider System 7. Status of Map Changes 8. FLIS – FEMA Levee Inventory System 9. BFEs (Base Flood Elevations) on the Web 10. CTP Database 11. State Contact 12. FileTrail – Flood Hazard Library 13. Flood Hazard Mapping (FHM) web site 14. LOMC Subscription Service and Compendium 15. eFTP 16.FIRMette Desktop

External Interfaces

1. Community Information System (CIS) 2. Geo-Spatial One Stop (GOS) 3. NC Web Service for North Carolina Floodplain Mapping Information System (NCFMIS) 4. Ramona 5. USGS

Objective 7: Provide Consolidated IT Hosting Capabilities and Support the Management of FEMA systems in DHS-approved Hosting Environments

Reduce program hosting and systems costs, and gain operational efficiencies by consolidating into a single, DHS-approved data center, the Mapping Information Platform (MIP), currently hosted by Hewlett Packard at DHS’s DC2 facility in Clarksville, Virginia with the Map Service Center (MSC), currently hosted by IBM at the Navy’s Allegany Ballistics Laboratory Federal Data Center (ABL) in Allegany, West Virginia.

The target data center must meet all FEMA and DHS IT security requirements and may be owned by either the government or a contractor and, similarly, be operated by either the government or a contractor.

Present a plan for migration that does not threaten continuity of services but does obtain Authority To Operate the systems in an expedient manner.

Manage and maintain Service Level Agreements for Risk MAP production environment(s). Provide data center hosting services as needed, consistent with DHS guidance and program needs.

Implement an efficient system backup and recovery strategy that reduces operational cost without compromising information security.

Prepare a contingency plan for system restoration in the event of sustained unavailability of primary systems.

IX DEFINITIONS

100-Year Flood: A flood that has a 1-percent or greater chance of being equaled or exceeded in any given year. Any flood zone that begins with the letter A or V is subject to the 100-year flood.

These high-risk zones are also known as Special Flood Hazard Areas (SFHA’s). Over the life of

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a 30- year loan, there is at least a 26-percent chance that a building in the SFHA will experience such a flood.

Change Management: (Two perspectives apply). From the standpoint of systems engineering, change management is instituting a change control process and release management plan for IT systems that efficiently meets stakeholder needs and business requirements. From the standpoint of meeting desired future conditions, change management means providing support and guidance to reach improved stakeholder involvement and communication, improved alignment of technology with business processes and improved understanding and implementation of policies.

Continuous Improvement is adaptation of systems and processes based on consistent solicitation of feedback and other data, and evaluation of changes to ensure they met needs.

Flood Insurance Policy: The entire written contract between the insured and the insurer. Only one dwelling, specifically described by the prospective policyholder in the application, may be insured under a policy.

High Risk Areas, Special Flood Hazard Area or SFHA: is an area within a floodplain that has a 1 percent or greater change of a flood occurring in any given year. SFHA’s are delineated on flood maps issued by FEMA for individual communities. They are shown on the flood maps as zones labeled with letters A or V. All homeowners in these areas with loans from federally regulated or insured lenders should be required to buy flood insurance.

Life cycle development methodology is the model of processes that will be used to create or refine a system and drive improvement of the system.

Mandatory Purchase of Flood Insurance: A provision of the Flood Disaster Protection Act of 1973, whereby individuals, businesses, and others buying, building, or improving property located or to be located in identified areas of special flood hazards within NFIP participating communities are required to purchase flood insurance as a prerequisite for receiving any type of direct or indirect Federal financial assistance (e.g., any loan, grant, guaranty, insurance, payment, subsidy, or disaster assistance) when the building or personal property is the subject of or security for such assistance.

“Map Service Center data distribution” includes data storage, archival repository, distribution, and inventory control of paper and digital products, with focus on transition to all-digital.

Moderate-to-low risk areas, Non-Special Flood Hazard Area or Non-SFHA: are areas with moderate-to-low risk of flooding. While the risk of being flooded is reduced, it is not completely removed. These areas are outside the 1% annual flood-risk floodplain areas, so flood insurance is not Federally mandated, but is recommended for all property owners and renters. These areas are shown on flood maps as zones labeled with the letters B, C or X (or a shaded X).

FAR 3.104 & 2.101

Partner: An entity that leverages resources with FEMA, and potentially other entities, to achieve a shared vision of hazard and risk information communication. Partners typically provide access to data that they maintain, but may also provide other types of support.

Policy in Force (PIF): PIF is a count of policies that are effective “as of” a particular date. For example, the Policies in Force as of September 30, 2010 were all policies that were in force on that day. That is, the policy effective date must be on or before September 30, 2010, and the policy expiration date must be on or after September 30, 2011.

Products developed under Risk MAP includes Flood Insurance Rate Maps (FIRM), Flood Insurance Studies (FIS), Letters of Map Change (LOMC), HAZUS-MH, Flood Risk Maps, Flood Risk Database, and Flood Risk Report. Products may change or increase as the Risk MAP Program continues to evolve.

“Projects and Improvements” refers to initiatives within Risk MAP that go through an investment review prior to funding; are projects with a definable start and end; and result in an efficiency, improvement or benefit to the Risk MAP program.

Risk Analysis Division programs: include Flood Hazard Mapping, Risk Assessment, Hazard Mitigation Planning, and Dam Safety.

Risk Insurance Division: The branches are Claims, Underwriting, Business Analysis, Operations, and Industry and Public Relations.

Stakeholder: Has vested interest in Risk MAP and NFIP programs but may not be contributing data. Stakeholders include partners and users, in addition to other entities. Current stakeholders include general public, state and local officials, lenders, insurance agents, realtors, homebuilders, environmental groups, WYO companies, engineers, surveyors, planners, flood insurance policy holders, other Federal Agencies, Congress, Office of Management and Budget and others.

User: Any technical or non-technical customers accessing, utilizing, or manipulating Risk MAP data, products, or systems.

Write-Your-Own company, WYO: refers to insurance companies who sell and service flood insurance policies through the NFIP.

X CUSTOMER & DATA SERVICES ASSUMPTIONS AND CONSTRAINTS

The CDS Contractor will support rapid issue resolution requests, such as requests and demands from Congress.

The NFIP and Risk MAP program must be agile in order to be sustainable. Funding is dependent upon the NFIP premiums and year-by-year appropriations. Currently, there is

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no guarantee that these Programs continue to be funded, or even authorized, from year to year.

Contractors must comply with all DHS information technology requirements including but not limited to:

Data center policy Enterprise Architecture IT security Enterprise Architecture target for geospatial information infrastructure requirements 508 compliance

All solutions must include a Data Quality Plan using the DHS Data Quality Planning Guidance and template.

All systems must efficiently track users and caller behavior to support analysis and continuous improvement of usability and customer experience.

All solutions must investigate the use of NIEM for data feeds and information exchanges as a means of improving the quality of information exchanged and minimizing the number of separate data feeds and information exchange developed.

The DHS Systems Engineering LifeCycle (SELC) or comparable FEMA version of the DHS SELC shall be incorporated into the solutions approach.

Enterprise Licenses may be available through DHS and FEMA, and must always be investigated as part of the solution and task orders.

The strategy and solution should address:

User and business requirements including all aspects of regional operations requirements.

Building upon the progress made during Map Modernization and other Mitigation programs.

An integrated approach to E-commerce and fee collection.

Change management Continuous improvement of systems IT Architecture for Risk MAP Solutions for making systems easy to use, (e.g. single point of entry, propagating data to avoid multiple manual entries, usability, user-centric design).

Existing FEMA solutions to be leveraged may include but are not limited to: Map Service

Center; FEMA Map Information eXchange (FMIX) call center; mitigation plan tracking systems; Coordinated Needs Management Strategy; DVT; National Flood Hazard Layer;

Map Viewer tools; Risk MAP Portal Sharepoint; RAS-PLOT, cHECk-RAS, NEMIS;

Mapping Information Platform (MIP); Community Information System; NextGen;

Floodsmart; Mid-term Levee Inventory; FEMA Levee Information System; HAZUS tools and data; flood risk study study engineering library; e-commerce, fee collection, and data and paper map delivery solutions of the Map Service Center (MSC).

The MIP is designed to support 75 users per day and up to 50 concurrent users.

The MIP should be available over 99.9% of the time outside of normal maintenance windows.

The MIP and MSC together house over 100TB of production data.

FAR 3.104 & 2.101

The FMIX offers Tier 0 self-service options, Tier 1 general inquiries services, Tier 2 technical assistance for Risk MAP IT systems in addition to handling Tier 3 technical calls that require the assistance of the IT developers.

MIP Help Desk support is provided Monday through Friday. Peak periods occur during normal mitigation planning periods.

The FMIX receives approximately 13,000 mapping inquiry and map change request calls in addition to approximately 1,000 emails and 1,300 live chats per month. The FMIX staff also performs MT1 processing to balance their workload.

DHS OneNet intranet services…