Meltwater SOW.pdf

CUI//PROCURE

MEDIA MONITORING AND ANALYSIS SUBSCRIPTION SERVICES

1.0 BACKROUND.

1.1. Background: U.S. Navy Bureau of Medicine and Surgery (BUMED) N00Z1 Public Affairs and Outreach (BUMED-N00Z1 PAO) executes yearly strategic communication plans to ensure consistent messaging and continued engagement with stakeholders. The ability to measure the effectiveness of Navy Medicine Enterprise (NME) communication initiatives are limited to in-house capabilities and require a subscription to a media monitoring and analytics service to assess the impact of messaging across different digital platforms and news media coverage of the information environment.

1.2. Requirement: BUMED-N00Z1 PAO assesses and measures communication strategies and narratives towards achieving NME objectives to attain end-states. Public affairs and outreach staff use quantitative and qualitative research to better understand internal and external publics and the information landscape to better comprehend stakeholder needs and predispositions while increasing stakeholder understanding. The subscription to the media monitoring and social media management platform increases our ability to measure the effectiveness of strategics and campaign plans to expand our outreach, analyze the impact and effectiveness of messaging across different mediums, and monitor media coverage of NME-wide initiatives, activities and narratives.

1.3. Period of Performance: The services requested will cover the period of 3-years (365 days each year) from initiation of contract.

1.4. Requirement is for the contractor to provide BUMED-N00Z1 PAO access to the Meltwater Comprehensive Media Intelligence Suite (5 users), access to global news (print and broadcast) and social media content, unlimited searches and results, Mira AI Capabilities, Social Media Engagement Platform with connection to up to 10 owned social media accounts, and competitive benchmarking.

1.5. Services Location: Contractor will not be providing onsite services but will enable access to services online for support.

1.6. Objectives: The Contractor shall provide access to subscription media monitoring platforms and tools, as well as technological and logistical support.

2.0 BASIC SERVICES AND DELIVERABLES. The contractor shall provide subscription services to select Data Analytics/Media Monitoring tools.

2.1. Media Monitoring Sources shall include:

2.1.1. The platform provides access to a large database of traditional and social media sources, that includes 300,000+ editorial sources, thousands of print outlets and publications behind paywalls, broadcast coverage, podcasts, and over 300 million social media sites including X, Facebook, Reddit, YouTube, Instagram, Twitch, forums, message boards, comments, review sites, and blogs.

2.1.2. The media monitoring platform is available 24 hours a day, 7 days a week. Search critical and keywords are unlimited, and any BUMED-N00Z1 PAO user can add, edit, or delete keywords at any point during the subscription.

2.1.3. Platform provides an integrated mobile app for iOS and Android that syncs seamlessly with the web-based platform, enabling BUMED-N00Z1 PAO to take immediate action on the go.

2.1.1. Media Intelligence Dashboard shall include:

2.1.2. Meltwater Explore. Capability provides an unlimited omnichannel listening platform with real-time AI-powered research tools to guide Boolean or ad-hoc searches across a comprehensive dataset of social, news and broadcast sources. Able to save searches and has unlimited number of keywords with customized results in multi-format data visualization widgets and dashboards for public affairs management, crisis detection, audience insights and mission innovation.

2.1.2.1. Global Print and Premium Content Monitoring. Ability to monitor coverage that appears only in print and is not reproduced online from approximately 10,000 print and medium sources. The platform allows BUMED-N00Z1 PAO to receive full-text coverage, outlet name, date published, section and page information for each result. This includes unlimited results, with no per-clip charges.

2.1.2.2. Global Broadcast and Podcast Monitoring Ability to monitor broadcast (radio and TV) in all 210 DMA’s of the U.S. and various markets around the world. Platform provides unlimited ad-hoc broadcast searches with unlimited keywords and podcast monitoring, to include MP4 downloads and saved clips.

2.1.3. Meltwater Engage, Social Media Management. Integrated within Meltwater’s Media Intelligence Platform, allowing an all-in-one social media management and engagement tool. It allows for management and engagement of all inbound messages in a single inbox. This platform will also provide a system whereby BUMED N00Z1 PAO can connect its social profiles (X, Facebook, Instagram, LinkedIn, etc.) to Meltwater Engage, to schedule and publish content across multiple channels, generate metric and analysis reports, gain insight into audience behavior patterns, identify top influencers, and/or report on social media engagement performance (likes, comments, retweets, video views, top engaged posts, etc.) over time.

2.1.3.1. Mira, Artificial Intelligence Engine. Mira AI represents the platform’s intelligence engine that powers insights, workflows and deliverables, to include sentiment analysis, social and news media clustering, widgets and alerts. Aids with common tasks, such as adding articles, setting up news alerts, checking searches, and handling support and management questions. It can quickly export briefings, graphics, and charts to PDF and other formats.

2.2. Additional services shall include Customer Support Strategy.

2.2.1. Meltwater provides a dedicated account manager to work closely with BUMED-N00Z1 PAO to provide new search creation and set-up, to include multilingual configuration. They assist with building and creating dashboards, a search library, and ongoing maintenance.

2.2.2. Meltwater provides dedicated 24/7 product support via web or in-app access. They also provide local support during business hours.

2.2.3. Meltwater provides programs and training to include online live sessions, customized webinars, dedicated and custom micro-site with additional content.

3.0 HOURS OF OPERATION/PLACE OF PERFORMANCE.

3.0.1. BUMED-N00Z1 PAO will have access to data analytics platforms and tools 24/7 for seven (7) days each week and 365 days each year from the start of contract. Customer support strategy services will only be available at select times on days not recognized as holidays

Recognized Holidays: Consultants will not be available on these recognized days:

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

3.0.2. Hours of Operation/Place of Performance: BUMED-N00Z1 PAO staff will have access to platforms and tools at all times of the day and on weekends. The contractor shall provide consulting services available between 8:30 a.m. – 6 p.m. EST (unless otherwise specified), Monday-Friday excluding National Holidays by phone or by email. Additionally, the contractor shall provide Helpdesk services 24/7 through an Online Help Desk, which users can ask questions and receive responses at any time of day. This Help Desk also offers user guides, online demos and trainings, and FAQs to help support BUMED-N00Z1 PAO outside of regular business hours. Any question asked at the Help Desk is also routed to the Meltwater Consultant who can provide further customized insight if appropriate.

3.0.3. Government will be using its equipment to access platforms and tools. Helpdesk services will be available through contractor during normal working hours.

3.1. GENERAL.

3.1.1. Equipment: The Government will be responsible for providing its users with its own equipment that will be used to access contractor platforms and tools.

3.1.2. Utilities: Utility requirements do not apply to contracted services.

3.1.3. Facilities: Facility requirements do not apply to contracted services

3.1.4. General Office Supplies: General Office Supplies do not apply to contracted services.

3.2. PHYSICAL SECURITY

3.2.1. Physical security does not apply to contracted services.

3.3. COMPUTER SECURITY

3.3.1. Computer security does not apply to contracted services in that users will be responsible for ensuring that their security software is up to date according to the standards of the ITACS office.

3.4. TRAVEL.

3.4.1. Travel does not apply to contracted services.

3.5. PERSONNEL QUALIFICATIONS.

3.5.1. Personnel qualifications do not apply to contracted services.

3.6. REPORTING.

3.6.1. All contracted services and user accounts shall be supported by contractor who shall help set up all searches in the account, create customized reports and templates to send news to stakeholders and to staff, and provide ongoing consulting and unlimited training and support for the entirety of the subscription.

3.6.2. The Government will be able to utilize data collected from all searches for official products of BUMED-N00Z1 PAO. This will include both external and internal products with unlimited rights, except as pursuant to 15 U.S.C. § 3710a(c)(7)(A) & (B), the Freedom of Information Act, 5 U.S.C. § 552, et seq. Any data utilized as part of external or internal products will be properly cited by the user.

3.6.3. Data Rights: All data products resulting from this requirement shall be the property of the Government with unlimited rights, except as pursuant to 15 U.S.C. § 3710a(c)(7)(A) & (B), the Freedom of Information Act, S U.S.C. § 552, et seq.

3.7. QUALITY ASSURANCE SURVEILLANCE PLAN

3.7.1. To measure Contractor performance:

Task / Requirement Standard

Performan ce Objective

Performanc e Standard

Acceptab le Quality Level

Method of Surveillance (and who performs) {e.g. 100% inspection by

COR}

Incenti ve

Media Access to Ready 24/7 access > 100% of 100% review and N/A Monitoring database access to the time approval by Services +300,000 media PAO/DPAO global news monitoring sources, over services 8,500 through print/paywall computer media and mobile sources, app broadcast media from all 210 US DMAs. Also access to Global Print and Media Monitoring.

Media Access to Ready 24/7 access > 100% of 100% review and N/A Intelligence three (3) access to the time approval by Dashboard Media media PAO/DPAO

Intelligence monitoring Dashboards services (Monitoring, through Benchmark, computer and Analysis) and mobile app

Meltwater Access to ten Ready 24/7 access > 100% of 100% review and N/A

Explore Tool (10) Fully access to the time approval by Customizable media PAO/DPAO Dashboards, monitoring and 25 services Customizable through Searches, computer and mobile app

Meltwater Engage Social Media Platform

Access to Meltwater Engage Social Media Platform including ten

(10) owned pages.

Ready access to Media Intelligence Dashboards through computer and mobile app

24/7 access > 100% of the time

100% review and approval by

PAO/DPAO

N/A

Customer Consultation Obtain Response > 95% of 100% review and approval by

PAO/DPAO

N/A Support services to assistance in within 24 the time Strategy assist with use of hours or in setting up subscription agreed upon searches, services, schedule.

creating any training and customized setting up of reports and strategic newsfeed communicat coding to ion stream news searches.

to stakeholders and to staff.

Provide unlimited training and support for the entirety of the subscription.