IA02 School Support Draft PWS 24R0059 ArmyIgnitED 16 July 2024.pdf

DRAFT PERFORMANCE WORK STATEMENT

ArmyIgnitED School Support

PART 1

GENERAL INFORMATION

1 GENERAL: This is a non-personal services contract to provide ArmyIgnitED School Support. The government shall not exercise any supervision or control over the contract service providers performing the services herein. Such contract service providers shall be accountable solely to the contractor who, in turn is responsible to the government.

1.1 Description of Services/Introduction: The contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items and non-personal services necessary to perform ArmyIgnitED School Support as defined in this Performance Work Statement (PWS) except for those items specified as government furnished property and services. The contractor shall perform to the standards in this contract.

1.2 Background: The Department of Defense Voluntary Education (DoD VolEd) community provides high quality and valuable educational opportunities and programs for Service members. The Office of the Under Secretary of Defense for Personnel and Readiness (OUSD P&R) provides overall policy guidance for voluntary education programs in the Department of Defense (DoD). Voluntary education policy and guidance is contained in DoD Instruction (DoDI) 1322.25, Voluntary Education Programs. The latest revision to DoDI 1322.25 includes an appendix containing the uniform DoD Voluntary Education Partnership Memorandum of Understanding (MOU) between DoD (Office of the Assistant Secretary of Defense (ASD), Readiness) and Academic Institutions (AI). The instruction governs all institutions providing high school completion and postsecondary education programs through the DoD Tuition Assistance (TA) Program. The DoD MOU governs the eligibility and conduct of AI that participate in the military TA program, which is the largest component of the DoD VolEd enterprise. For over 40 years the DoD has developed and maintained the Servicemembers Opportunity Colleges (SOC) Program; however, recently the program has undergone major transformation. The ArmyIgnitED contract support was an Army portion of the contract specifically working with schools to assist in their ArmyIgnitED activities. This portion of the former SOC contract will be administered through the Army as the ArmyIgnitED School Support Contract.

Army Credentialing and Continuing Education Support Services Army University (ACCESS ArmyU) is the proponent for an integrated system of adult education programs and services, as defined and described in Army Regulation (AR) 621- 5, ACCESS Army U, dated 11 July 2006, Rapid Action Revision issued 6 September 2009.

The ACCESS ArmyU vision is that every Soldier participates in the voluntary education program and every eligible Soldier uses TA for degree completion. ACCESS ArmyU promotes lifelong learning, readiness and resilience through flexible and relevant education programs, services, and systems in support of the Total Army.

1.3 Objectives: The contractor shall identify and inform the Army of potential and current issues encountered by or reported to school support. Contractor shall inform AI about required processes, business practices and ACCESS ArmyU policies. The contractor shall assist in providing ArmyIgnitED guidance to AI.

1.4 Scope: Contractor work and responsibility shall include all contractor planning, programming, administration, management, supervision, and execution necessary to provide specified services. The contractor shall conduct work in accordance with (IAW) this contract and all applicable federal, state, and local laws, standards, codes, regulations, and directives to include applicable publications mentioned throughout the PWS and found in Part 6 of this contract. The contractor shall acquire and maintain accurate and complete records, files, and libraries of documents. The contractor shall compile historical data, prepare required reports, and submit information as specified by the Deliverables Scheduled, Technical Exhibit 2.

1.5 General Information

1.5.1. Quality Control (QC):

1.5.1.1. QC Performance: The contractor shall be responsible for the quality of products and services provided under the terms of this contract, to include those provided by its subcontractors. The contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The contractor’s quality control program is how the contractor assures that work complies with the requirement of the contract. The Quality Control Plan (QCP) shall be delivered within 30 days after contract award and shall be submitted to the Contracting Officer (KO) and Contracting Officer Representative (COR) within 5 business days when changes are made thereafter. After acceptance of the QCP, the contractor shall receive the COR’s acceptance in writing of any proposed change to the QC system.

1.5.1.2. Government Quality Assurance: The government shall evaluate the contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan (QASP). This plan is primarily focused on what the government must do to ensure that the contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable defect rate(s).

1.5.1.3. Quality Control Files: The contractor shall maintain a file of all inspections or tests conducted by the contractor, to include any corrective actions taken in accordance with Federal Acquisition Regulation (FAR) part

46.102 and 46.105.

1.5.2. Recognized Holidays: The contractor shall observe the following as legal public holidays. Consequently, the contractor is not required to perform services on the following federal holidays:

New Year’s Day Labor Day Martin Luther King Jr.’s Birthday Columbus Day President’s Day Veteran’s Day Memorial Day Thanksgiving Day Juneteenth Christmas Day Independence Day

Note: The Department of Labor (DoL) Service Contract Act (SCA) wage determinations applicable to this procurement may require other holidays in addition to the above stated observances. The contractor shall be responsible for complying with all wage determination requirements and other appropriate/applicable DoL laws and regulations.

1.5.3. Hours of Operation: The contractor shall conduct business between the hours of 8:00 am and 4:30 pm (Eastern Time), Monday thru Friday, except Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed facility closings. For other than firm fixed price contracts, the contractor shall not be reimbursed when the government facility is closed for the above reasons. The contractor must always maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS when the government facility is not closed for the above reasons. When hiring personnel, the contractor shall keep in mind that the stability and continuity of the workforce are essential.

1.5.4. Place of Performance: The work performed under this contract will be performed at the contractor facility.

1.5.5. Type of Contract: The government will award a firm fixed price contract.

1.5.6. Security Requirements: The contractor shall anticipate working with DoD Information Technology (IT) systems that require strict adherence to the DoD security investigation policies in effect at the time an employee is assigned to work on the contract. Failure to safeguard any sensitive information which may involve the contractor or the contractor’s personnel, or to which they may have access may subject the contractor and/or the contractor’s employees to criminal liability. Provisions of the privacy act apply to all records and reports maintained by the contractor.

1.5.6.1. Information Assurance Training.

1.5.6.2. Contractor Employees Who Require Access to Government Information Systems: All contractor employees with access to a government info system must be registered in the ATCTS (Army Training Certification Tracking System), https://atc.us.army.mil/iastar/index.php, at commencement of services and must successfully complete the DOD Information Assurance Awareness prior to access to the information systems and then annually thereafter.

1.5.6.3. OPSEC Training: Per AR 530-1, Operations Security, new contractor employees must complete Level I OPSEC training within 30 calendar days of their reporting for duty. All contractor employees must complete annual

OPSEC awareness training. All contractor employees shall abide by OPSEC Policies.

1.5.6.4. AT Level I Awareness training: All contractor employees, to include subcontractor employees, requiring access to Army installations, facilities, controlled areas, and systems shall complete AT Level 1 Awareness training within 30 calendar days after contract start date. The contractor shall submit certificates of completion for each affected contractor employee and subcontractor employee to the COR or to the contracting officer within 10 calendar days after completion of training by all employees and subcontractor personnel. AT Level I Awareness training is available at the following website: http://jko.jten.mil.

1.5.6.5. iWATCH Training: The contractor and all associated sub-contractors shall brief all employees on the local iWATCH Army program. This local developed training will be used to inform employees of the types of behavior to watch for and instruct employees to report suspicious activity to the COR. This training shall be completed within 30 calendar days of contract award and within 30 calendar days of new employees commencing performance with the results reported to the COR NLT 30 calendar days after contract award.

1.5.6.6. Information assurance (IA)/ IT training: All contractor employees and associated sub-contractor employees must complete the DoD IA awareness training before issuance of network access and annually thereafter. All contractor employees working IA/IT functions must comply with DoD and Army training requirements in DoDD 8570.01, DoD 8570.01-M and AR 25-2 within 30 days of starting employment.

1.5.6.7. Annual Cyber Awareness training: All contractor employees, to include subcontractor employees, requiring access to Army installations, facilities and controlled access areas shall complete the Annual Cyber Awareness Training located at the US Army IA Training Center within 30 days of their reporting for duty and annually thereafter. DoD Cyber Awareness Challenge training is at https://jkodirect.jten.mil.

1.5.6.8. Common Access Card (CAC). Contractor employees requiring access to Government systems to perform services under this contract shall obtain a CAC. Proof of employment and favorable background check is required before a CAC shall be issued authorizing access to the Installation and Government computer systems. CACs may not be issued to contractor employees unless a data record authorizing CAC issuance is resident in the Defense Enrollment Eligibility Reporting System (DEERS). The Trusted Agent Sponsorship System (TASS), https://www.dmdc.osd.mil/tass, is a secure and authorized means of entering contractor data into DEERS in addition to automating the CAC application and approval process. Before CAC issuance, the contractor employee requires, at a minimum, a favorably adjudicated National Agency Check with Inquiries (NACI) or an equivalent or higher investigation in accordance with Army Directive 2014-05. The contractor's data shall reside in the authorized source database, the Joint Personnel Adjudication System (JPAS). The contractor's Facility Security Office (FSO) shall ensure its employee has a record in JPAS prior to its employee requesting that a CAC be issued. Before departure, the contractor shall retrieve the CAC from their employees who depart for any reason and coordinate with the COR for return of the Government-provided identification. Reference Federal Acquisition Regulation (FAR) Clause 52.204-9 – Personal Identity Verification of contractor Personnel – for specific guidance regarding this requirement.

The Contractor shall notify the CORs and KO of all lost, stolen, or damaged CACs within 24 hours of issue occurrence. The prime Contractor’s representative shall be responsible for collection and turn-in of Government CACs from terminated Contractor employees and from all Contractor employees upon completion of contract.

Government CACs will be collected and turned into the Government IA manager. Turn-in will be accomplished within five workdays of employee termination and/or contract expiration. If the card is not collected, the Contractor shall notify the Government IA manager, KO, and FSO in writing within five workdays of employee termination and/or contract expiration as to circumstance for non-collection of the card. Contractor assumes responsibility for costs associated with travel and equipment.

1.5.7. Other Contractors:

1.5.7.1. Contractor Cross Coordination: The government will have other contractor originations providing services associated with and/or in support of work linked to this contract. In this instance, the government will facilitate initial contact; thereafter, the contractor responsible for accomplishing these PWS tasks shall directly coordinate with the other contractor originations to accomplish tasks specified in this contract.

1.5.7.2. Disputes with Customers and/or other government Contractors: The contractor supporting this requirement shall verbally notify the KO and COR of unresolved disputes related to receiving and/or providing support to/from customers or other contractors no later than (NLT) two work hours from time of dispute. The contractor shall provide written notice of dispute resolution(s) to the KO NLT two workdays after resolution.

1.5.8. Staffing:

1.5.8.1 Project Manager (PM): The prime contractor shall employ the PM by March 15, 2025. The PM shall be responsible for the work performance required by this contract and have full authority to act for the contractor on all matters related to this contract’s daily operations.

1.5.8.1.1. The PM shall possess working knowledge in utilizing ArmyIgnitED and have a minimum of a master’s degree with no less than 10 year’s demonstrated higher education administration experience. Working knowledge is defined as enough knowledge of the system to be able to use it to complete a task and to assist AI in ArmyIgnitED.

This higher education administration experience shall be in at least two of the following areas, financial aid management, data analysis, counseling / degree map revisions, articulation agreements, accreditation, career technical certifications, higher education technology or organizational transformation.

1.5.8.1.2. The PM is considered essential to the performance of this contract. The qualifications of the PM shall be submitted to the KO and COR within three workdays of the start of phase-in period and within three days of any subsequent changes. Replacements shall meet or exceed qualification standards set in this PWS.

1.5.8.2 Contractor Staff: The contract shall provide personnel who are qualified and follow accepted Higher Education Industry / Academia best practices and methodologies. The nature of the work shall include elements of, integration, enterprise consulting, compliance, quality assurance, inspection, research design, statistical and evaluation skills, and knowledge of the education system. Furthermore, contractor employees must have expertise working with ArmyIgnitED, and a minimum of a bachelor’s degree with no less than 3 years of demonstrated academic experience.

1.5.8.3 Personnel: The contractor shall not employ any personnel whose employment shall violate the joint ethics requirements of DoD, DoD Reg. 5500.7-R. The contractor shall employ only persons that are legal residents of the United States of America to accomplish work specified in this contract.

1.5.8.4 Language: The contractor shall employ only persons able to fluently speak, read, write, and understand the English language in those positions tasked with interacting with government and/or other personnel during the performance of this contract; or where English is used or essential to provide the product, record, data, information, or service in support of this contract.

1.5.9. Post Award Conference/Periodic Progress Meetings: The Contractor agrees to attend any post award conference convened by the contracting activity or contract administration office in accordance with Federal Acquisition Regulation Subpart 42.5. The Contracting Officer, Contracting Officer’s Representative (COR), and other Government personnel, as appropriate, may meet periodically with the contractor to review the contractor's performance. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the government.

1.5.10. COR: The COR will be identified by separate letter. The COR monitors all technical aspects of the contract and assists in contract administration The COR is authorized to perform the following functions: assure that the contractor performs the technical requirements of the contract: perform inspections necessary in connection with contract performance: maintain written and oral communications with the contractor concerning technical aspects of the contract: issue written interpretations of technical requirements, including government drawings, designs, specifications: monitor contractor's performance and notifies both the Contracting Officer and contractor of any deficiencies; coordinate availability of government furnished property, and provide site entry of contractor personnel.

A letter of designation issued to the COR, a copy of which is sent to the contractor, states the responsibilities and limitations of the COR, especially regarding changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting order.

1.5.11. Identification of Contractor Employees: All contract personnel attending meetings and working in other situations where their contractor status is not obvious to third parties are required to identify themselves as such to avoid creating an impression in the minds of members of the public that they are government officials. They must also ensure that all documents or reports produced by contractors are suitably marked as contractor products or that contractor participation is appropriately disclosed.

1.5.12. Regulations, Manuals, and Technical Documents: The contractor shall become acquainted with and comply with all government regulations. Current regulations, manuals, and technical documents applicable to this contract are listed in Section 6.

1.5.13. Phase In: The contractor shall have a phase-in period prior to contract full performance. The phase-in period shall be approximately 30 calendar days in duration starting before the contract full performance. During the phase-in period, the contractor shall prepare to assume full responsibility for all areas of operation IAW terms and conditions of this contract. The contractor shall take all actions necessary for a smooth transition of the contracted operations upon the full performance of the contract’s base period. During the phase-in period, the contractor shall:

1.5.13.1 At a minimum, have on-board the contract PM by March 15, 2025.

1.5.13.2 Recruit, hire and train to support full performance contract requirements after phase in.

1.5.13.3 Ensure staff is ready to start full performance after end of phase in period.

1.5.13.4 Obtain all required certifications, license, permits and clearances (including personnel NACI background checks applicable to supporting this contract) on all new staff at least five days prior to staff reporting for training.

1.5.13.5 Discuss specific tasks training dates, requirements, and responsibilities with the COR.

1.5.13.6 Develop and submit any required deliverable(s).

1.5.13.7 Conduct knowledge transfer and training plans from incumbent contractor staff / management.

1.5.14 Phase-out. The contractor shall support phase-out activities necessary to transition when the contract reaches the end of its performance period. The contractor shall recognize that the services under the contract are vital to the government and shall continue without interruption or adversely affect day-to-day conduct of government business.

The contractor shall also establish and implement plans for an orderly phase-out of contracted operations to a new contractor or government provided services such that the level and quality of service (including security if applicable) are not degraded. Furthermore, the contractor shall exercise its best efforts and cooperate to effect an orderly and efficient transition to a successor. The contractor shall provide a phase-out plan to the KO for review NLT 90 calendar days after contract award, and a second revised phase-out plan submitted for review NLT 60 calendar days prior to contract completion. The plan shall describe how the contractor shall approach the following issues:

employee notification, retention of personnel with special qualifications, retention of adequate workforce, turn-over of work-in progress, develop an exit transition timeline, transfer of data and information, and any other actions required to ensure continuity of operations. During the phase-out period, the contractor shall be fully responsible for performance of all contract services. The government reserves the right to conduct site visits in conjunction with the solicitation of offers for the follow-on contract. Regarding the successor contractor’s access to incumbent employees, the contractor shall permit a recruitment notice be placed in each facility. The contractor shall cooperate to the extent required to permit an orderly change over to the successor contractor. The contractor shall:

1.5.14.1 Adopt a disciplined exit transition methodology to ensure the government receives sufficient technical and non- technical data, data and/or software rights, licenses, and other relevant information.

1.5.14.2 Ensure that the government retains and receives appropriate data rights and equipment.

1.5.14.3 Ensure knowledge transfers from incumbent staff to new follow-on contractor staff.

1.5.14.4 Facilitate transition project management.

1.5.14.5 Facilitate transition staffing plan to ensure that the successor has access to key personnel and subject matter experts during relevant periods of the transition.

PART 2

DEFINITIONS, ACRONYMS, AND ABBREVIATIONS

2 DEFINITIONS, ACRONYMS, AND ABBREVIATIONS:

2.1 DEFINITIONS

2.1.1. CONTRACTOR. A supplier or vendor awarded a contract to provide specific supplies or service to the government. The term used in this contract refers to the prime.

2.1.2. CONTRACTING OFFICER. A person with authority to establish, administer, and or terminate contracts, and make related determinations and findings on behalf of the government. Note: The only individual who can legally bind the government.

2.1.3. CONTRACTING OFFICER'S REPRESENTATIVE (COR). An employee of the U.S. government appointed by the contracting officer to assist in the administration of the contract. Such appointment shall be in writing and shall state the scope of authority and limitations. This individual has authority to provide technical direction to the contractor if that direction is within the scope of the contract, does not constitute a change, and has no funding implications. This individual does NOT have authority to change the terms and conditions of the contract.

2.1.4. DEFECTIVE SERVICE. A service output that does not meet the standard of performance associated with the Performance Work Statement.

2.1.5. DELIVERABLE. Anything that can be physically delivered but may include non-manufactured things such as meeting minutes or reports.

2.1.6. PHYSICAL SECURITY. Actions that prevent the loss or damage of government property.

2.1.7. QUALITY ASSURANCE. The government procedures to verify that services being performed by the contractor are performed according to acceptable standards.

2.1.8. QUALITY ASSURANCE SURVEILLANCE PLAN (QASP). An organized written document specifying the surveillance methodology to be used for surveillance of contractor performance.

2.1.9. QUALITY CONTROL. All necessary measures taken by the contractor to assure that the quality of a product or service shall meet contract requirements.

2.1.10. SUBCONTRACTOR. One that establishes a contract with a prime contractor. The government does not have privity of contract with the subcontractor.

2.1.11. WORKDAY. The number of hours per day the contractor provides services in accordance with the contract.

2.1.12. WORK WEEK. Monday through Friday, unless specified otherwise.

2.2 ACRONYMS AND ABBREVIATIONS

ACOR Alternate Contracting Officer's Representative AI Academic Institution AFARS Army Federal Acquisition Regulation Supplement AR Army Regulation CCE Contracting Center of Excellence CFR Code of Federal Regulations CONUS Continental United States (excludes Alaska and Hawaii) COR Contracting Officer Representative COTS Commercial-Off-the-Shelf CRM Customer Relationship Management DA Department of the Army DD250 Department of Defense Form 250 (Receiving Report) DD254 Department of Defense Contract Security Requirement List DDDP Drop Down Degree Plan DFARS Defense Federal Acquisition Regulation Supplement DMDC Defense Manpower Data Center DOD Department of Defense DOL Department of Labor

FAR Federal Acquisition Regulation HIPAA Health Insurance Portability and Accountability Act of 1996 KO Contracting Officer MOU Memorandum of Understanding OCI Organizational Conflict of Interest OCONUS Outside Continental United States (includes Alaska and Hawaii) ODC Other Direct Costs PIPO Phase In/Phase Out POC Point of Contact PRS Performance Requirements Summary PWS Performance Work Statement QA Quality Assurance QASP Quality Assurance Surveillance Plan QC Quality Control QCP Quality Control Plan TE Technical Exhibit VolEd Voluntary Education

PART 3

GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, AND SERVICES

3 GOVERNMENT FURNISHED ITEMS AND SERVICES:

3.1 Provide access to applicable systems and data within ArmyIgnitED.

PART 4

CONTRACTOR FURNISHED ITEMS AND SERVICES

4 CONTRACTOR FURNISHED ITEMS AND RESPONSIBILITIES:

4.1 General: The contractor shall furnish all supplies, equipment, facilities, and services required to perform work under this contract that are not listed under Section 3 of this PWS.

PART 5

SPECIFIC TASKS

5 The contractor shall support the AI programs in the maintenance, development, expansion, and operation of ArmyIgnitED in cooperation with the IT technical integrator and the approval of HQ ACCESS ArmyU as articulated below. Contractors will be given account and role access to ArmyIgnitED. The government will provide virtual training to the School Support team for the ArmyIgnitED system.

5.1 AI Guidance and Compliance

5.1.1 Serve as Army’s facilitator for AI understanding of the Tuition Assistance program in ArmyIgnitED. Inform potential and current ArmyIgnitED AI about required Army TA business processes, procedures, and policy.

5.1.2 Ensure AI is aware of and adhere to applicable regulatory guidelines and ACCESS ArmyU policy directives including those listed in Part 6 as well as individual MOU / MOA signed by AI.

5.1.3 Notify AI not in compliance with ACCESS ArmyU and DoD MOU directives, business processes, and regulations. Monitor compliance, provide policy guidance, and conduct outreach to AI, including but not limited to invoicing, refunds, grade reporting, graduate reporting, and other system related issues. Compliance monitoring for invoicing requires consistent outreach to schools regarding issues preventing a GFEBS payment including but not limited to missing/outdated/expiring CAGE/SAM codes and banking information.

5.2 AI Communication and Outreach

5.2.1 Manage an online, collaborative tool (Army School Support Knowledge Community) for AI to receive and share information about ACCESS announcements, updates, and changes to policies and business practices. The online community is to be monitored by Government users to ensure all collaboration information is shared among AI and the content being shared is accurate. The tool will also be a closed network available only to AI users who require access to the information.

5.2.1.1 Store policy documents that are easily accessible by AI.

5.2.1.2 Create at least four (4) posts per month for reminders or updates.

5.2.1.3 Highlights the five (5) top questions/topics/concerns on the monthly status report.

5.2.1.4 Utilize direct messaging (DM) capability to provide customer support to AI users. Answer all inquiries and requests for assistance submitted through a DM and posted messages within 24 hours of receipt.

5.2.2 Create and maintain a current point of contact (POC) list for all AI that have an active DoD MOU. Each AI will have at a minimum a primary and alternate POC. Ensure list is updated regularly (at least quarterly) to maintain accuracy. Provide a copy of the AI POC list to ACCESS quarterly.

5.2.3 Plan, schedule, and lead eight AI webinars per year to include agenda preparation. These webinars are open to all MOU / MOA signatories in ArmyIgnitED and are to provide guidance and policy / procedure updates to AI POCs. Submit a proposed agenda to ArmyIgnitED COR seven (7) business days in advance of webinars and distribute approved agenda NLT 24 hours prior to the webinar.

5.2.4 Provide a newsletter within 15 days after each AI webinar to all AI containing a summary of questions and answers on discussed topics.

5.2.5 Plan, schedule, and lead a monthly question and answer (Q&A) session for AI users. These sessions are open to current AI users in the ArmyIgnitED system and are to provide guidance on specific situations presented.

5.3 Customer Relationship Management (CRM)

5.3.1 Provide support to ACCESS ArmyU Messages on academic issues. Provide accurate resolution to CRM cases escalated from all users, to include AI representatives, within a period no longer than five (5) business days.

5.3.2 Provide guidance to ACCESS ArmyU on academic issues resulting from institutional policies.

5.4 Student Administration Issues

5.4.1 Mediate to resolution all student administrative issues (admission, registration, enrollment, invoicing, grades, refunds, graduation) with ArmyIgnitED AI and elevate those that cannot be resolved to ACCESS ArmyU.

5.4.2 Work with ArmyIgnitED AI to ensure graduation reporting to ArmyIgnitED within sixty (60) days of the degree completion.

5.4.3 Monitor AI grade submissions and notify AI not in compliance of regulatory submission requirements.

Notification will be a monthly list of Soldiers and courses sent to AI with missing grades.

5.4.4 Promote an understanding to AI of the Army’s policies and procedures for providing postsecondary education opportunities to Soldiers.

5.4.5 Facilitate AI mergers and closures to include but not limited to review of grade submissions, invoicing, graduation reporting and broadcast messaging, while working with the IT Integrator, AI POCs, and HQ ACCESS ArmyU to resolve all associated Soldier administrative issues.

5.5 Provide data analysis as required to include but not limited to the below items.

5.5.1 Conduct a monthly check to ensure that active AI in ArmyIgnitED have an active DoD MOU. If inactive in

DoD MOU, work with IT Integrator to have the AI deactivated.

5.5.2 Conduct a monthly check for missing or overdue grades. Use results to comply with the 5.4.3 measure.

5.5.3 Analyze the course and term data loaded by AI. Provide a breakdown of AI that load data and require students to select loaded data. Contact AI if a conflict exists.

5.5.4 Provide a monthly check for upcoming expiration dates of CAGE and SAM.gov codes. Send a 30/60/90-day reminder to the AI for renewal prior to the expiration.

5.5.5 Perform a monthly check on the term end dates of enrolled courses. Provide a list of courses with unusual term end dates to the Post-Secondary PM and COR by the end of the month.

5.6 Professional Collaboration

5.6.1 Serve as the higher education authority for ACCESS. Stay informed of current trends and issues in higher education. Inform ACCESS of developments that may impact Soldiers utilizing TA.

5.6.2 Plan, schedule, and lead monthly HQ ACCESS ArmyU and IT Integrator calls. Submit a proposed agenda to ArmyIgnitED COR seven (7) business days in advance of calls and distribute approved agenda NLT 24 hours prior to the call. Provide meeting notes NLT 24 hours following the conclusion of the calls.

5.6.3 Attend the monthly ACCESS ArmyU Field Call and provide updates on School Support to the Post-Secondary PM NLT seven (7) business days prior to the call.

5.7 Monthly Status Report

5.7.1 The MSR is a status report which details deliverables to include but not limited to school closures/mergers, term revision work, broadcast communications, ArmyIgnitED Newsletters, meeting and conference calls, statistics and analytics on grade resolutions, graduate reporting, CRM case resolution, and other events that occurred during the previous month. This report is due NLT the second Wednesday of the following month. The MSR shall be emailed to the COR.

5.7.2 Format. The contractor shall provide the MSR using a combination of Microsoft Word (for overall MSR data presentation) and Excel (for all spreadsheet related analysis) since they are the most prevalent software packages on government systems.

5.7.3 MSR data shall reflect tasks performed by the contractor/subcontractor and detail the prior month’s processing stats and numbers to verify contract compliance. In addition, it shall include activities of those assigned to the project, problems encountered, actual or recommended corrective action, results from quality control inspections conducted by the contractor, and workload performed during the previous month. The contractor shall report workload data identified in TE 3 (estimated workload data).

5.8 Quarterly Status Report

5.8.1 The QSR is a status report which rolls up in detail deliverables that occurred during the previous quarter and is due NLT the second Wednesday of the following quarter. The QSR shall be emailed to the COR.

5.8.2 Format. Contractor shall provide the QSR using a combination of Microsoft word (for overall QSR data presentation) and excel (for all spreadsheet related analysis) since they are the most prevalent software packages on government systems.

5.8.3 QSR data shall reflect tasks performed by the contractor/subcontractor and detail the prior quarter processing stats, numbers to verify contract compliance. In addition, it shall include activities of those assigned to the project, problems encountered, actual or recommended corrective action, results from quality control inspections conducted by the contractor, and workload performed during the previous quarter. The contractor shall report workload data identified in TE 3 (estimated workload data).

PART 6

APPLICABLE PUBLICATIONS

6 APPLICABLE PUBLICATIONS (CURRENT EDITIONS)

6.1 The contractor must abide by all applicable regulations, publications, manuals, and local policies and procedures. The contractor may request additional guidance to be provided.

6.2 Access the Army Publication Directorate (APD) website for the latest DoD and Army forms, regulations, and other documents. The website is at http://www.apd.army.mil/.

6.3 Publications incorporated in this PWS.

a. ACCESS ArmyU Resources, https://armyuniversity.edu/ACCESS/Resources

b. ALARCT 050/2009, Personally Identifiable Information (PII) Incident Reporting and Notification

Procedures

c. AR 1-20, Legislative Liaison

d. AR 190-13, The Army Physical Security Program

e. AR 190-51, Security of Army Property (Sensitive and Non-Sensitive)

f. AR 25-1, Army Knowledge Management and Information Technology Management

g. AR 25-2, Information Assurance

h. AR 25-400-2, Army Records Information Management System.

i. AR 25-50, Preparing and Managing Correspondence.

j. AR 310-50, Authorized Abbreviations, Brevity Codes, and Acronyms

k. AR 340-21, The Army Privacy Program

l. AR 380-5, Department of the Army Information Security Program

m. AR 380-53, Information Systems Security Monitoring

n. AR 525-13, Antiterrorism

o. AR 530-1, Operations Security

p. AR 621-5, Army Continuation of Education System

q. Army Federal Acquisition Regulation Supplement (AFARS)

r. Credentialing Assistance (CA) Implementation Guidance

s. Contractor Manpower Reporting (CMR) website is at http://www.ecmra.mil/.

t. DA PAM 25-1-1, Information Management IT Support and Services

u. DA PAM 25-403, Guide to Record Keeping in the Army

v. DA PAM 25-6, Configuration Management for Automated Services

w. Defense Information Processing System

x. Department of Defense Federal Acquisition Regulation Supplement (DFARS)

y. Defense Federal Acquisition Regulation Supplement (DFARS) 252.204-7012 Safeguarding Covered

Defense Information and Cyber Incident Reporting

z. DoD Directive 5015.2, Design Criteria Standard for Electronic Records Management Applications

aa. DoD Directive 5200.1-R, Information Security Program

bb. DoD Directive 5400.11-R, DoD Privacy Program.

cc. DoD Directive 8500.1, Information Assurance

dd. DoD Directive 8500.2, Information Assurance Implementation

ee. DoD Instruction 1322.8, Voluntary Education Programs for Military Personnel

ff. DoD Instruction 1322.19, Voluntary Education Programs in Overseas Areas

gg. DoD Instruction 1322.25, Voluntary Education Programs

hh. DoD Memorandum of Understanding (MOU)

ii. Federal Acquisition Regulation (FAR)

ii. Presidential Executive Orders

jj. Title 10 United States Code

kk. Title 18 section 793 and 798 of the United States Code Privacy Information

ll. Title 5 Part I, Chapter V Subchapter II, § 552 Records maintained on individuals

mm. Combating Trafficking in Persons training is at https://ctip.defense.gov/Training/General-

Awareness.aspx.

http://www.apd.army.mil/ http://www.ecmra.mil/

PART 7

ATTACHMENT/TECHNICAL EXHIBIT LISTING

7 Attachment/Technical Exhibit List:

7.1 Technical Exhibit 1 – Performance Requirements Summary

7.2 Technical Exhibit 2 – Deliverables Schedule

7.3 Technical Exhibit 3 – Estimated Workload

TECHNICAL EXHIBIT 1

The contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success.

Performance Objective Standard Acceptable Quality Level Method of Surveillance

TA Program Facilitator

PWS 5.1.1

Provide accurate information to AI about required ArmyIgnitED business processes, procedures, and policy within three (3) business days of notification.

No more than (NMT) one instance per month of late action or inaccuracy

Random Sampling by the COR

Customer Feedback

Regulation and Policy Guidance

PWS 5.1.2

Ensure AI are aware of and adhere to applicable regulatory guidelines and ACCESS ArmyU policy directives within three (3) business days of notification.

NMT one instance per month of late action or inaccuracy

Random Sampling by the COR

Compliance Enforcement

PWS 5.1.3

Notify AI not in compliance with ACCESS ArmyU directives and regulations with three (3) business days of notification.

NMT one instance per month of late action or inaccuracy

Random Sampling by the COR

AI Mergers and Closures

PWS 5.4.5

Resolve all associated student administrative issues resulting from AI mergers and closures within fifteen (15) business days of notification.

100%

Random Sampling by the COR

Army School Support Knowledge Community

PWS 5.2.1

Contractor will post a minimum of one message per week and respond to all inquiries (DM and posts) within 24 hours.

NMT one instance per month of a late/missed post/response or inaccurate information

Random Sampling by the COR

CRM message actions

PWS 5.3.1

Provide accurate resolution to CRM messages from AI representatives within five (5) business days of notification.

NMT one late requirement or inaccurate information per month

Random Sampling by the COR

Student administrative issues

PWS 5.4

Mediate to resolution all student administrative issues with ArmyIgnitED AI within ten (10) business days of notification.

100% Random Sampling by the COR

AI Webinar

PWS 5.2.3

Plan, schedule, and lead eight AI webinars per year with two per quarter. 100% 100% inspection by

COR

CAGE/SAM Code Outreach

PWS 5.5.4

Provide proactive outreach to AI with CAGE/SAM codes that nearing expiration at 30/60/90-day intervals.

100% Customer Feedback

AI Newsletter

PWS 5.2.4

Provide a newsletter within fifteen (15) business days after each AI webinar to all

AI.

100% 100% inspection by

COR

Graduation Reporting

PWS 5.4.2

Contact AI with late graduation reporting by the end of the month.

NMT one late/missed requirement per month

Random Sampling by the COR

Grade Submissions

PWS 5.4.3

Contact AI with missing grades by the end of the month.

NMT one late/missed requirement per month

Random Sampling by the COR

Q&A Sessions

PWS 5.2.4

Provide a monthly AI Q&A session by the end of the month. 100% 100% inspection by

COR

TECHNICAL EXHIBIT B

DELIVERABLES SCHEDULE

DELIVERABLE FREQUENCY MEDIUM/FORMAT SUBMIT TO

Quality Control Plan

PWS 1.5.1.1

Within 30 days after contract award, within 5 business days when changes are made

MS Word of MS Excel through email

KO and COR

Army Training Certification Tracking System (ATCTS) Registration

PWS 1.5.6.2

Prior to access to the information systems

Email confirmation of registration

COR

Operations security (OPSEC) training

PWS 1.5.6.3

Within 30 days of their reporting for duty and annually thereafter

Training certificate submitted via email

COR

AT Level I Awareness training Within 30 days of their reporting for duty and annually thereafter

Training certificate submitted via email

COR

iWATCH training Within 30 days of their reporting for duty and annually thereafter

Training certificate submitted via email

COR

Information assurance (IA) / IT training

PWS 1.5.6.4

Within 30 days of their reporting for duty and annually thereafter

Training certificate submitted via email

COR

Cyber awareness training

PWS 1.5.6.5

Within 30 days of their reporting for duty and annually thereafter

Training certificate submitted via email

COR

PM qualifications

PWS 1.5.8.1.2

Within three workdays of the start of the phase-in period and within three days of any subsequent changes

MS Word or Adobe Acrobat via email

KO and COR

Phase-in plan

PWS 1.5.13

NLT 90 days after contract award

MS Word or Adobe Acrobat via email

KO and COR

Phase-out plan

PWS 1.5.14

NLT 90 days after contract award, and a second revised phase-out plan submitted for review NLT 60 days prior to contract completion

MS Word or Adobe Acrobat via email

KO and COR

Proposed agenda for training and policy procedure calls

PWS 5.6.2

Provide proposed agenda seven business days in advance of calls and distribute approved agenda NLT 24 hours prior to the call

MS Word or Adobe Acrobat via email

COR

School call newsletter

PWS 5.2.4

Provide within 15 days after each AI call

MS Word or Adobe Acrobat via email

COR for review – Distribution to AI

HQ ACCESS ArmyU and IT Integrator calls agenda and meeting notes

PWS 5.6.2

Provide proposed agenda seven business days in advance of calls. Distribute approved agenda NLT 24 hours prior to the call and distribute meeting notes NLT 24 hours following the call’s conclusion.

MS Word or Adobe Acrobat via email

COR

Monthly status report

PWS 5.7

NLT second Wednesday of the following month

MS Word or Adobe Acrobat via email

COR and functional representative

Quarterly status report

PWS 5.8

NLT second Wednesday of the following quarter

MS Word or Adobe Acrobat via email

COR and functional representative

Army School Support Knowledge Community

PWS 5.2.1

Within 30 days after contract start

Online Social Platform COR and functional representative

POC List

PWS 5.2.2

Quarterly MS Word or Adobe Acrobat via email

COR and functional representative

Term End Date Discrepancy List

PWS 5.5.5

Monthly MS Word or Adobe Acrobat via email

COR and functional representative

AI Quarterly Webinar

PWS 5.2.3

Submit a proposed agenda seven (7) business days in advance of webinars and distribute approved agenda NLT 24 hours prior to the webinar.

MS Word or Adobe Acrobat via email

COR and functional representative

Term End Dates

PWS 5.5.5

Submit a list of courses with unusual end dates by the end of the month.

MS Excel COR and functional representative

TECHNICAL EXHIBIT C

ESTIMATED WORKLOAD DATA

This technical exhibit lists the historical workload data. Please note that the metrics are skewed due to issues encountered in the legacy system and functionality limitations in the current system.

ArmyIgnitED Workload Data 2023 Action Q1 Q2 Q3 Q4 Total

CRM Support 236 41 33 35 345

Resource Inquiries 846 658 821 641 2966

POC Management 556 76 125 86 843

DoD MOU Issues 3 3 53 43 102

Payment Issues 1040 1340 2833 2693 7906

Troubleshooting 602 2694 1339 1315 5950

Other Inquiries 317 211 175 174 877

Late Grades N/A 42071 21134 41225 104430

Total 3600 47094 26513 46212 123419