IA02 SOW No Mark ups 22JUN22.pdf

April 15 2022

STATEMENT OF WORK (SOW)

FOR

FY22 USACC G6 Call Center Software

Part 1 General Information

1. General: This is a non-personal services contract to provide hosted Call Center Software for the USACC G6 Helpdesk. 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 personal, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items and non-personal services necessary to perform call center requirements as defined in this Statement of Work (SOW) except for those items specified as government furnished property and services. The contractor shall perform to the standards in this contract.

1.2. Background: USACC G6 is expanding the Helpdesk duties and requirements and now requires a robust call center to support all USACC G6 missions. This location of the call center will be based on Fort Knox but will have the capability to shift operations as needed based on current requirements and/or events.

1.3. Objectives: The hosted call center software will provide the USACC G6 Helpdesk hosted call center software to use as the primary source of support for all USACC G6 helpdesk operations.

1.4. Scope: Provide hosted call center software to support all USACC G6 Helpdesk operations.

1.5. Period of Performance: The period of performance shall be for one (1) Base Year of 12 months plus three (3) 12-month option years. The Period of Performance reads as follows:

SEE DELIVERY SCHEDULE

1.6. General Information

1.6.1. Quality Control: The contractor shall develop and maintain an effective quality control program to ensure services are performed in accordance with this PWS. The contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The contractor’s quality control program is the means by which he assures himself that his work complies with the requirement of the contract.

After acceptance of the quality control plan the contractor shall receive the contracting officer’s acceptance in writing of any proposed change to his QC system.

1.6.2. Quality Assurance: The government shall evaluate the contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan. 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).

1.6.3. Recognized Holidays:

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

1.6.4. Hours of Operation: The contractor is responsible for providing services 24 hours a day 7 days a week. Service support is required 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 will not be reimbursed when the government facility is closed for the above reasons. The Contractor must at all times 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.

1.6.5. Place of Performance: The work to be performed under this contract will be in the cloud based environment as a software application.

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

1.6.7. Security Requirements: No contractors will be required to have access to any physical locations of the Government.

1.6.7.1. Physical Security: The contractor shall be responsible for safeguarding all government equipment, data, recorded information and property provided for contractor use. At the close of each work period, government facilities, equipment, and materials shall be secured.

1.6.8. Special Qualifications:

1.6.9. 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 Officers Representative (COR), and other Government personnel, as appropriate, may meet periodically with the contractor to review the contractor's performance. At these meetings the contracting officer will apprise the contractor of how the government views the contractor's performance and the contractor will apprise the Government of problems, if any, being experienced.

Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the government.

1.6.10. Contracting Officer Representative (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 with regard to 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.

1.6.11. Key Personnel: reserved.

1.6.12. Identification of Contractor Employees: reserved.

1.6.13. Contractor Travel: No travel will be required.

1.6.14. Other Direct Costs: No other direct cost will be associated with this support agreement.

1.6.15. Data Rights: The government will have rights to all data that is collected and stored by any contractor specific software or cloud services.

1.6.16. Organizational Conflict of Interest: Contractor and subcontractor personnel performing work under this contract may receive, have access to or participate in the development of proprietary or source selection information (e.g., cost or pricing information, budget information or analyses, specifications or work statements, etc.) or perform evaluation services which may create a current or subsequent Organizational Conflict of Interests (OCI) as defined in FAR Subpart 9.5. The Contractor shall notify the Contracting Officer immediately whenever it becomes aware that such access or participation may result in any actual or potential OCI and shall promptly submit a plan to the Contracting Officer to avoid or mitigate any such OCI. The Contractor’s mitigation plan will be determined to be acceptable solely at the discretion of the Contracting Officer and in the event the Contracting Officer unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the Contracting Officer may effect other remedies as he or she deems necessary, including prohibiting the Contractor from participation in subsequent contracted requirements which may be affected by the OCI.

1.6.17. Phase In / Phase out Period: To minimize any decreases in productivity and to prevent possible negative impacts on additional services, the Contractor shall have personnel available as directed by the government, during the first and last 30 days of the contract period that is dedicated as a phase in/phase out period. During the phase in period, the Contractor shall become familiar with performance requirements in order to commence full performance of services on the contract start date.

1.6.18 Contractor Manpower Reporting (CMR). Reserved.

Part 2

DEFINITIONS & ACRONYMS

DEFINITIONS AND ACRONYMS:

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 enter into, 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 administer 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 as long as 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. KEY PERSONNEL. Reserved.

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

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

2.1.9. QUALITY ASSURANCE Surveillance Plan (QASP). An organized written document specifying the surveillance methodology to be used for surveillance of contractor performance.

2.1.10. QUALITY CONTROL. All necessary measures taken by the Contractor to assure that the quality of an end product or service shall meet contract requirements.

2.1.11. SUBCONTRACTOR. One that enters into a contract with a prime contractor. The Government does not have privity of contract with the subcontractor.

2.1.12. WORK DAY. The number of hours per day the Contractor provides services in accordance with the contract.

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

2.2 ACRONYMS

ACOR Alternate Contracting Officer's Representative 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 COTR Contracting Officer's Technical Representative COTS Commercial-Off-the-Shelf CTI Computer Telephony Integration DA Department of the Army DD250 Department of Defense Form 250 (Receiving Report) DD254 Department of Defense Contract Security Requirement List DFARS Defense Federal Acquisition Regulation Supplement DMDC Defense Manpower Data Center DOD Department of Defense FAR Federal Acquisition Regulation HIPAA Health Insurance Portability and Accountability Act of 1996 KO Contracting Officer LA Los Angeles OCI Organizational Conflict of Interest OCONUS Outside Continental United States (includes Alaska and Hawaii) ODC Other Direct Costs ORD Officer Recruiting Detachment PIPO Phase In/Phase Out POC Point of Contact PRS Performance Requirements Summary PWS Performance Work Statement QA Quality Assurance QAP Quality Assurance Program QASP Quality Assurance Surveillance Plan QC Quality Control QCP Quality Control Program SOW Statement of Work TE Technical Exhibit USACC United States Army Cadet Command

Massengill, Kevin P Mr CIV USA TRADOC USACC Added as requested.

PART 3

Part 3

GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, AND SERVICES

3. GOVERNMENT FURNISHED ITEMS AND SERVICES:

3.1. Services. The Government will provide personnel for entrance/exit to the facility.

3.2 Facilities. There will be no special facilities designated only for contractor use.

3.3 Utilities. The Government will provide the necessary utilities needed for equipment install and service to include electricity. The Contractor shall instruct employees in utilities conservation practices. The contractor shall be responsible for operating under conditions that preclude the waste of utilities.

3.4 Equipment. There will be no government provided equipment for this contract.

3.5 Materials. There will be no special government provided materials for this contract.

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 that are not listed under Section 3 of this PWS.

4.2 Secret Facility Clearance. Reserved.

4.3. Materials. The Contractor shall provide all the equipment, parts, wires, cables connectors and any equipment needed to fulfil the service requirements listed in this

PWS.

4.4. Equipment. Cloud based, no physical equipment.

Part 5

SPECIFIC TASKS

5. Specific Tasks:

5.1. Basic Services.

5.1.1 The contractor shall provide dedicated cloud based call center software subscription for 10 users. The license will include a minimum of 3 Universal Ports (used for IVR Call monitoring), Virtual Queue, Agent Scripting, Text To Speech, Local Call Conferencing, available to Monitor, Coach and Barge.

5.1.2 The contractor shall provide a license that has 5GB of active storage per configured user, and 5GB per user for long term storage; this would include storage for recordings, prompts, scripts, messages and files. Contact Center all-inclusive reporting, IVR Programming Toolset, Capability for Computer Telephony Integration(CTI) and Connectivitiy to included (Standard, Encrypted, VPN, FTP, SFTP, Web Service and HTML Connectors). 24/7 Network Operations Center Monitoring and technical support.

5.1.3 The contractor shall provide a secure environment/architecture for federal agencies per license. This shall include: Secure, compliant multi-factor authentication for customers, restricted access and greater protections for all data types, hardened FedRAMP architecture and monitoring and security tools.

5.1.4 The contractor shall provide responses to software issues within 4 hours of known issue. The contractor has up to 48 hours to completely correct any issues.

5.1.5 The contractor shall provide configuration and set up training of user accounts and work flow.

PART 6

APPLICABLE PUBLICATIONS

6. APPLICABLE PUBLICATIONS (CURRENT EDITIONS)

6.1. APPLICABLE PUBLICATIONS: The Contractor must abide by all applicable regulations, publications, manuals, and local policies and procedures.

• Defense Joint Ethics Regulation (JER)

• Joint Travel Regulation (JTR)

• DA Memo 25‐51 RECORDS MANAGEMENT PROGRAM

• AR 25‐1 Army Knowledge Management and Information Technology

• AR 25‐2 Information Assurance

• AR 25‐13 Telecommunications and Unified Capabilities

• AR 25_30 The Army Publishing Program

• AR 25‐36 Interservicing of Technical Manuals and Related Technology

• AR 25‐50 Preparing and Managing Correspondence

• AR 25‐51 Official Mail and Distribution Management

• AR 25‐52 Authorized Abbreviations, Brevity Codes, and Acronyms

• AR 25‐59 Office Symbols

• AR 145‐1 Senior Reserve Officers’ Training Corps Program:

Organization, Administration, and Training

• AR 335‐15 Management Information Control System

• AR 340‐21 The Army Privacy Program

• AR 380‐5 Department of the Army Information Security Program

• AR 380‐53 Communications Security Monitoring

• AR 380‐13 ACQUISITION AND STORAGE OF INFORMATION

CONCERNING NON–AFFILIATED PERSONS AND ORGANIZATION

• AR 380‐67 Personnel Security Program

• AR 500‐3. Continuity of Operations Program Policy and Planning

• AR 530‐1 Operations Security (OPSEC)

• AR 710‐2 Inventory Management Supply below the National Level

• SA Memo Information Technology Management Reform (ITMR)

Implementation Plan

• SA Memo Mandatory IA Cybersecurity Awareness

• SA Memo on Mobile Computing Devices

• CIO G6 Memo Cordless Telephone Policy

• CIO G6 Memo Prohibition on Using Army Information Systems and

Websites for Partisan Political Activities

• CIO G6 Memo Use of CHESS to procure IT software and equipment

• CIO G6 Memo Rescind Obsolete Directives

• CJCSI 6510.01 INFORMATION ASSURANCE (IA) AND SUPPORT TO

COMPUTER NETWORK DEFENSE (CND)

• DoD 5220.22‐M 2006 NATIONAL INDUSTRIAL SECURITY PROGRAM

• DoD 8570.01‐M IA Workforce Improvement Program Change 3

• DoD Directive 5400.11‐R Privacy Program

• DoD IA Awareness Training Requirement

• DoD Manual 5200.01, volume 4 DoD Information Security Program:

Controlled Unclassified Information (CUI)

• DoDI 8260.2 Implementation of Data Collection, Development, and

Management for Strategic Analyses

• DoDI 8420.01 Commercial Wireless Local‐Area Network (WLAN)

Devices, Systems, and Technologies

• DoDI 8500.02 Information Assurance (IA) Implementation

• DoDI 8520.03 Identity Authentication for Information Systems

• DoDI 8523.01 Communications Security (COMSEC)

• DoDI 8550.01 DoD Internet Services and Internet‐Based Capabilities

• DoDI 8552.01 Use of Mobile Code Tech in DoD Information Systems

• DoDI 8582.01 Security of Unclassified DoD Information on Non‐DoD

Information Systems

• DoDI 8910.01 Information Collection and Reporting

• DoDI 5230.09 Clearance of DoD Info for Public Release

• DoDI 8410.03 Network Management (NM)

• DoDI 8420.01 Commercial Wireless Local‐Area Network (WLAN)

Devices, Systems, and Technologies

• DoDI 8510.01 DoD Information Assurance Certification and

Accreditation Process (DIACAP)

• DoDI 8523.01 Communications Security (COMSEC)

• DoDI 8530.2 Support to Computer Network Defense (CND)

• DoDI 8550.01 DoD Internet Services and Internet‐Based Capabilities

• DoDI 8560.01 Communications Security (COMSEC) Monitoring and

Information Assurance (IA) Readiness Testing

• DoDI 8560.01p COMSEC Monitoring

• DA PAM 25‐1‐1 Information Technology Support and Services

• DA PAM 25‐1‐2 Information Technology Contingency Planning

• DA PAM 25‐31 Forms Management, Analysis, and Design

• DA PAM 25‐33 User’s Guide for Army Publications and Forms

• DA PAM 25‐52 Mail Facility Security and Handling Suspicious Mail

• DA PAM 25‐91 Visual Information Procedures

PART 7

ATTACHMENT/TECHNICAL EXHIBIT LISTING

7.1 Attachment 1/Technical Exhibit 1 - Performance Requirements Summary

7.2. Attachment 2/Technical Exhibit 2 – Deliverables Schedule

7.3 Attachment 3/Technical Exhibit 3 – Estimated Workload Data; Reserved

TECHNICAL EXHIBIT 1

Performance Requirements Summary

PERFORMANCE

OBJECTIVE

PERFORMANCE

STANDARD

PERFORMANCE

THRESHOLD

PWS Paragraph 5.1.4 Call Back Within 4 yours Maintain Service Connection to required levels.

Onsite Within 4 hours.

TECHNICAL EXHIBIT 2

Deliverables Schedule

Deliverable Frequency # of Copies Medium/Format Submit To