MEP Client Survey PWS Final .pdf

RFQ 1333ND22QNB480069 – MEP Client Survey Support Services

Performance Statement of Work MEP Client Survey Support Services

I. BACKGROUND AND PURPOSE

The Hollings Manufacturing Extension Partnership Program (MEP), a program of the US Department of Commerce’s National Institute of Standards and Technology (NIST), is a nationwide network that provides services to assist small and medium sized manufacturers in becoming globally competitive. The network consists of manufacturing extension centers serving all 50 states and Puerto Rico. Each MEP center is an independent organization offering products and services that meet the specific needs of the region’s manufacturers.

Evaluation is a key element of all MEP programs and activities to continuously improve on current services and report successful activities or areas of needed improvement. The MEP centers cumulatively assist approximately 10,000 manufacturers in a typical year. We anticipate these numbers to increase approximately 5% each year. Customers of each MEP center are surveyed between six months and one year after receiving services. The survey asks customers to comment on the impact the Center’s assistance has had on the firm. Survey questions are developed by NIST MEP and approved by the Office of Management and Budget (OMB).

Results of this survey are used to evaluate the performance of individual centers and maybe a consideration for future funding. Results are also accumulated across all centers to provide indicators of program success at the national level.

II. SCOPE OF WORK

The Contractor shall provide various survey services for NIST MEP on a quarterly basis to capture the necessary data to evaluate the centers and the MEP program, including administration of the NIST MEP Client Impact Survey.

III. ATTACHMENTS

1.) Sample List of Questions - Survey 2.) Portal Screen Shot 3.) File sample of MEIS export 4.) File format to be imported into MEIS upon survey completion 5.) Survey Demo screen shots 6.) Sample survey email letter (English version) 7.) Sample survey email letter (Spanish version)

IV. SPECIFIC TASKS

Task 1: Pre-Survey Data Preparation The major sub-tasks involved are:

1-1. File Transfer and temporary storage of NIST MEP Client and Project Data 1-2. Continuous improvement on the data confirmation process for MEP Centers 1-3. Preparation of survey emails and activity lists 1-4. Emailing survey link to respondent 1-5. Provide a demonstration survey in the center portal

Sub-Task 1-1: File Transfer and storage of NIST MEP Client and Project Data

NIST MEP collects detailed project records from its Centers regarding their interactions with clients. This data includes contact information for the client firms and details regarding the type of services received. It is organized in a csv file format with each record representing an individual project with a particular client (See sample attachment 3).

The records also include more detailed information about the client and the projects. The Contractor shall clean data for security reasons and temporarily store current records (approximately 3,000 clients per quarter) to prepare the customized project lists and survey emails for each client. All the project records shall contain a center code field and client unique identifier field that can be concatenated to generate a unique identifier for each client. This unique identifier shall be used to identify all project records for each client. When survey fielding is complete and after contractor has confirmed that survey results are available in MEIS, NIST MEP client and project data must be deleted from the contractor site and notify NIST MEP when complete.

All client data is considered confidential and may contain Personally Identifiable Information (PII) or Business Identifiable Information (BII). The Contractor shall ensure that this data is encrypted using FIPS140-2 validated products both in transit via Internet and in storage for both database and backup media to prevent unwanted disclosure of any MEP client data. Currently, the Contractor receives/sends data using NIST’s Secure File Transfer System (Nfiles/Kiteworks website or equivalent). Accounts will be provided. The contractor is encouraged to propose alternative solutions utilizing current secure technologies.

In addition, the Contractor shall implement the following risk notification for users of the online web survey: "While NIST will take reasonable precautions to protect any personally identifiable information (PII) or business identifiable information (BII) submitted on this form, the Department of Commerce considers this PII/BII to be non-sensitive. The electronic transmission of non-sensitive PII/BII is equivalent to transmitting the same information by the U.S. mail, a private delivery service, courier, facsimile, or voice. Although each of these methods has vulnerabilities, the transmitted information can only be compromised as a result of theft, fraud, or other illegal activity. By transmitting this information on this form, the sender is indicating their acceptance of this risk.”

Sub-Task 1-2: Continuous improvement of data confirmation process for MEP Centers Experience has shown that one of the most important keys to generating successful surveys of NIST MEP clients is allowing Centers to update client record information prior to the survey.

Initial data records are submitted 1-3 months after project close. Surveys occur between six months and one year after project close. In particular, it is important for Centers to reconfirm the respondent information since turnover at client firms is often high. The current confirmation process is a web-based system. Centers are given four weeks to make corrections or confirm that no corrections are needed.

The Contractor shall conduct their own review of Center’s data, correcting any obvious typographical errors, problems with capitalization, etc. If other data elements appear problematic enough to affect the professionalism of the documents, the Center or NIST MEP Survey Administrator shall be contacted in an attempt to resolve the issue.

Sub-Task 1-3: Preparation of Survey Emails The Contractor shall develop a process that must be approved by NIST MEP for each MEP Center to submit center logos and a signature of an appropriate center official, which will be used on the survey emails with the appropriate center official title. The process must allow for ad-hoc updates from Centers initiated via MEP’s Enterprise Information System and changes transmitted to vendor application. The submission of center logos, signature block and electronic signature is to be maintained by the centers on the contractor portal. A formal plan for an annual update from every Center, regardless of whether the center has made changes, shall also be required. The formal plan shall comply with the structure and criteria of the example plan provided by MEP. The Contractor shall allow center director titles and signatures to be customized. The Contractor shall produce the survey email letters and project lists from the corrected data one week after Centers have had the opportunity to make corrections.

Careful quality control to ensure that the appropriate logo and signature is matched with each client is required. Survey email letters must be completely free of errors. The survey email letter text itself is standard across all Centers and shall be used on all survey email letters. The Contractor shall generate a customized project list for each client based on the data sent by NIST. The OMB Clearance must be included in the body of the emails sent to companies as well as on the survey. Example - The OMB Control No. is 0693-0021, exp. 10/31/2023.

Email versions of the Survey Cover Letters must also be available in Spanish for Center use, either as the primary initial contact with the client, or for Center staff to be generated to send to clients as reminders. The email versions of the cover letter must be in a text format (no attachments allowed) and shall include a live link with an embedded username and password to the individual client’s unique survey. The email system will include basic email tracking mechanisms, including a notification or status showing if an email has been bounced back or delivery of the email has failed. Emails shall be sent the day survey opens.

Sub-Task 1-4: Emailing of Pre-Survey and Mid-Survey to Respondent The Contractor shall give careful consideration to the design of a process that shall guarantee the proper emails will be matched to the proper project list. The Contractor shall email all clients the day the survey period starts. The contractor shall email reminder survey letters to all clients that have not 100% completed the survey at midpoint (14 days into the survey) of the survey.

The contractor shall work closely with MEP staff to ensure that the emails contain the correct verbiage.

The contractor shall develop a system that will minimize emails being caught in SPAM filters.

The contractor shall notify NIST MEP immediately if they are placed on a blacklist and shall immediately take action to be removed.

Survey Schedule

Sub-Task 1-5: Provide Demonstration Survey in the Center Portal The contractor shall provide a sample survey in the center portal. This sample demo survey will enable centers to use internally to educate staff and clients on the questions that are on the quarterly survey. (See sample screenshots attached)

Task 2: Data Collection The Contractor shall complete the tasks below:

The major sub-tasks involved are:

2-1. Program Survey Instrument 2-2. Prepare Alternate Survey Administration Methods 2-3. Conduct Surveys 2-4. Maintain Survey Database 2-5. Connectivity Between MEIS and Vendor Survey System

Sub-Task 2-1: Program Survey Instrument The Contractor must describe the technology proposed. The survey instrument shall be designed following the current generally accepted standards for user-friendliness (examples: no scrolling, multiple related questions on one screen, and the ability for the end-user to easily review and print a summary of what they reported). The survey instrument must be able to have multiple questions on one screen; access/availability of certain answers must be based on selected answers. For example, if a client selects “no,” then the dollar amount input field on the same screen must be “grayed out” or inaccessible for data entry. The system must be one integrated system, with no merging or manual manipulation of files. The web-based survey must be operational and easily accessed by clients 24 hours a day, 7 days a week during survey fielding. Server down time must be kept to a minimum. If server downtime will exceed one hour, the contractor must notify the Survey Administrator via email providing an explanation, expected resolution and when server will be available. The Contractor shall track server downtime and it shall be reported back to NIST MEP in Scheduled and Unscheduled downtime statistics. The Contractor must describe the process that will occur when the site is unavailable. Clients experiencing issues must be able to report these issues to the Contractor and receive responses.

The survey instrument shall be designed in such a manner as to allow for quick and easy updating of survey questions. The survey instrument must display the appropriate center logo for each individual survey, based on which center completed the projects with the client. The web-based survey must meet all NIST/DOC policies (i.e. accessibility, security, etc.).

In addition to the initial programming performed, the Contractor shall prepare the survey instrument to ensure the Center names are correct and that the appropriate logos are uploaded to the web system.

Some Centers have regional offices that operate as a center within Center. This hierarchy must be maintained within the contractor portal as the regional offices have different Center Directors, electronic signatures, logos and clients.

Upon request, the Contractor shall also provide a test or sample web-based survey to NIST MEP and MEP center reporting and evaluation staff for use and review.

Sub-Task 2-2: Prepare Alternate Survey Administration Methods When clients to be surveyed cannot or will not complete the survey via web, the Contractor shall provide an alternative method of data collection (e.g. via telephone). The Contractor shall be responsible for any data entry tasks associated with the alternative method. The Contractor shall keep and maintain a weekly log documenting all surveys completed via telephone throughout the reporting period.

Sub-Task 2-3: Conduct Survey Each quarter, the Contractor shall conduct the survey over a four-week period. The Contractor shall follow established protocols that have been successfully implemented in prior survey quarters. A key component to successful execution of the overall project is a friendly, web-based survey. Excellent customer service is essential to the execution of this contract as the contractor will have frequent interactions with center staff.

The Contractor shall be required to make outbound calls to clients as needed based on MEP direction. Some outbound calls shall be completed within one business day per MEP direction.

The Contractor must have an adequate number of interviewers ready in the event a client calls-in to complete the survey.

Contractor may be asked to extend the survey fielding due to unusual circumstances such as a global pandemic or national disaster. In the event this happens all deliverables are pushed back and due dates identified by the contractor and NIST MEP.

Sub-Task 2-4: Maintain Survey Database The Contractor shall track the completion status of each client and provide a general description of survey status (e.g. complete, in-process, not started) with date/time stamp of last access.

Client survey completion status reports shall be provided by the Contractor on a real-time basis via the Center Portals. The completion status shall be updated immediately once the survey is completed.

The Contractor shall utilize pre-established web-based data portals for all MEP centers. Within these portals, MEP centers shall have access to view but not edit client data and real-time survey completion status. The portals shall also have a function to allow center staff to generate the Survey Cover Letter emails to clients, which contain a live link to the survey. The portals shall be available 24 hours a day, seven days a week, during the survey period. The portals shall be easily customizable to allow different access rights (such as administrator, view-only, etc.) to different staff members, and each Center must only be able to view their center-specific data. The portals must meet DOC/NIST policy requirements (i.e. accessibility, security, etc.).

Sub-Task 2-5. – Connectivity Between MEIS and Vendor Survey System NIST MEP has an Enterprise Information System (MEIS) that the centers use on a regular basis to submit clients and projects for survey. MEIS is also used to display information about center program management and evaluation. Included in the system is a Center Dashboard that displays information pertinent to the center. NIST MEP plans to develop additional functionality related to the MEP Client Impact Survey Process that will be displayed on this dashboard. To do this, the survey vendor must describe the technologies available in their software system to allow this functionality to be developed. This would be summary type data for all Center users and not the detailed information that a center survey contact would use the vendor portal to determine. This information would be pulled dynamically as changes occur.

• Survey contact information (name, title, email address)

• Initiate email of survey link on demand

• Survey Response Rate by Center and Center Regional Office

• Display Number of clients in Survey, Number of clients that have started a survey, Number of clients that have completed the survey by Center and Center Regional Office, Status of survey system – Available, Unscheduled Downtime, Scheduled Downtime

Task 3: Post-Survey Reporting NIST MEP expects that survey data shall be made available no later than 7 days after each survey data collection period is completed. If the survey data cannot be transmitted to NIST MEP in that time period, the Survey Administrator must be contacted via email that provides and explanation and date for transmission.

The Contractor shall provide the data file to NIST MEP. Currently the format is in a NIST MEP-specified csv format. The contractor is encouraged to propose alternative solutions utilizing current secure technologies. As stated in Section IV, Task 1-1, the data shall be transmitted via Nfiles/Kiteworks website (NIST Files Transfer System). The data file is expected to be error-free due to tight NIST MEP deadlines. The upload to the NIST MEP system is expected to be successful on the first attempt. The output file must come directly from the database and must be ready to export without any manual intervention.

Task 4: Overall Management The major sub-tasks involved are:

4-1. Reporting to NIST Project Manager 4-2. Communicating with MEP Centers 4-3. Continuous Improvement of Methodology

Sub-Task 4-1: Reporting to NIST Project Manager The Contractor shall provide quarterly written progress updates and/or a quarterly telephone call to the NIST project manager. These shall be provided as documentation of project status regardless of the amount of contact between the NIST project manager and the Contractor. The Contractor must delete data from all systems and backups after successful import into the NIST MEP systems. NIST MEP will notify the Contractor after successful import of data. Ideas for continuous improvement can also be implemented as identified, with the written permission of the NIST project manager.

Sub-Task 4-2: Communicating with MEP Centers The Contractor must develop strong relationships with the Centers through designing training tools and methods of communication to help MEP Centers understand and use the survey process properly or by any other acceptable method. The Contractor shall provide periodic/ad-hoc email updates to the Centers, which includes online presentation materials that provide an overview of different aspects of the process, and possibly present at the MEP National Summit, which takes place sometime in the Fall of every other year. Meeting locations are determined yearly. The Contractor will be notified within 60 days if travel is required. The Contractor shall also be expected to engage in proactive identification of additional communication efforts that shall aid the survey’s success.

Sub Task 4-3: Continuous Improvement of Methodology The Contractor shall arrange for quarterly debriefing of interviewers with the goal of improving the protocol. Immediate changes shall be made to the instrument and the protocol as a result of these debriefings with the written request from NIST TPOC. Other ideas for improvement may be implemented as identified, with the written permission of the NIST TPOC.

V. DELIVERABLES AND DUE DATES

Tasks Deliverables Format Quality Due Dates Pre-Survey Data Preparation

Continuation of web-based data reconfirmation initiated in MEIS during administration of the survey in order to prepare the customized project lists and email letters for each client.

Web/Portal ~2,500 - 3,000 client surveys per quarter (fluctuates depending upon amount of clients that are served by the MEP program each quarter)

Performed throughout the period of performance

Review and troubleshooting of all Center data prior to preparation of customized pre-survey packages.

CSV File Same as above

Due 1 week prior to scheduled survey email

Final revision of project list format.

Email Same as

Due 1 week prior to scheduled survey email

Final revision of question list/questionnaire.

Due 1 week prior to scheduled survey email

Preparation of mistake-free emailing of customized pre-survey prior to data collection and mid-survey during survey.

Due day survey begins, mid-survey 14 days into survey

Programming and troubleshooting of the survey instrument prior to each round of surveys.

CSV File Same as

Due 3 weeks prior to survey start

Prepare and update survey portal before each survey quarter

Web/Portal Center Portals per quarter

Due 1 week prior to survey start

Data Collection

Administration of the survey in both English and Spanish.

Portal/Telephone ~2,500 - 3,000 client surveys per quarter (fluctuates depending upon amount of clients that are served by the MEP program each quarter)

Throughout quarterly period.

Administration of each survey round by the end of the appropriate quarter, allowing data collection to remain open for at least four weeks

Portal/Telephone center portals

Real-time completion status updates for all clients via a web

Portal center portals site accessible by the centers

Provide Weekly Call Logs that include all call ins of clients and all telephone completed surveys to MEP Administrator during the reporting process

Excel 4 logs per quarterly survey

Provide on Mondays throughout the quarterly survey period.

Post Survey Reporting

Transmission of raw survey results to NIST after each administration according to a NIST MEP designed method. Survey results file must be in a format designated by NIST MEP, and manual manipulation of the file by the survey vendor is not to occur.

CSV files ~2,500 - 3,000 client surveys per quarter (fluctuates depending upon amount of clients that are helped by the MEP program each quarter)

File must be in flat file format and error free every time.

Due 7 business days after the close of the survey

Overall Management

Training tools and ongoing communications to help MEP centers understand and use the survey process properly.

PowerPoint, Bluejeans/Team meetings

As needed Performed throughout the period of performance

Attendance at MEP center meetings, when requested

Bluejeans/Team meeting

As needed When requested

Periodic debriefings with NIST MEP staff.

Phone/email Quarterly Performed throughout the period of performance

Flexible, modern, and easily updatable survey instrument.

Portal Continue to maintain

Performed throughout the period of performance

Web-based data portal for center use.

Portal Continue to maintain

Performed throughout the period of performance

Deletion of data after delivery and import into MEP systems

Portal Completed Quarterly

Within 3 business days after notification from NIST

MEP

administrator that the data has been successfully imported into

MEP

Information system

VI. PERFORMANCE REQUIREMENT SUMMARY

Desired Outcomes Required Service Performance Standard

Monitoring Methods

Email tracking system

Design and implementation of an online based portal that lets center staff know the delivery status of emails sent to clients.

A fully functioning system that displays the status (delivered, read, bounced-back, etc.) of every email sent to a client.

The Technical Point of Contact (TPOC) will perform periodic reviews of work in progress.

Online survey with multiple related questions on one screen

Design and implement an online survey instrument that displays multiple questions on one screen and is capable of conditional access to response fields

A fully functioning online survey instrument

The Technical Information Contact (TIC) will perform periodic reviews of work in progress.

Accurate communications with center clients

Emails and/or letters that are sent to clients are mistake-free and professional looking

No more than 5 letters or emails per quarter with mistakes (poor alignment/folding, incorrectly placed

The Technical Information Contact (TIC) will perform periodic reviews of work in progress, names or titles, incorrect addresses) feedback from center staff and clients

Error free survey data export file

The data file with survey responses has no errors and is in the correct format

The data export file supplied to NIST MEP by the contractor successfully imports into the NIST MEP information system on the first attempt with no additional reformatting or changes to the data.

Technical Information Contact (TIC) will perform periodic reviews of work in progress.

VII. PERIOD OF PERFORMANCE

The period of performance will be for base plus four option periods beginning October 1, 2022 – September 30, 2023

Option Years

Option Year 1 – October 1, 2023 – September 30, 2024 Option Year 2 – October 1, 2024 – September 30, 2025 Option Year 3 – October 1, 2025 – September 30, 2026 Option Year 4 – October 1, 2026 – September 30, 2027

VIII. PLACE OF PERFORMANCE

All work shall be performed at the Contractor’s facility. However, as noted within Section X, occasional travel to NIST may be required for in-person meetings.

XI. GOVERNMENT-FURNISHED PROPERTY, DATA AND/OR INFORMATION

Center project records for the clients to be surveyed will be provided to the Contractor.

The Government does not have any property to furnish in this task order.

All deliverables and data generated under this task order remain the property of the Government.

X. RISK ASSESSMENT

The HSPD-12 Security Risk Level assigned to this requirement is low risk.

XI. TRAVEL

The Contractor may need to travel to NIST/MEP in Gaithersburg, MD to meet face to face with NIST staff once or twice per year. Some of the information technology portions of the work that require cooperation with NIST staff may require additional in-person meetings. The Contractor may need to travel to one NIST/MEP Summit per year at a place to be determined. Travel shall be reimbursed in accordance with the Federal Travel regulation. The Contractor shall not exceed funding for travel as specified in the task order.

XII. SECTION 508 COMPLIANCE

The Contractor shall ensure the solution complies with Section 508 of the US Rehabilitation Act throughout the life-cycle of this contract. At their discretion, the Contractor may use GSA’s 508 technical tools and resources located at http://www.gsa.gov/portal/content/103534. The Contractor shall annually certify that the system is compliant with Section 508 of the US Rehabilitation Act. The Contractor shall bring all applicable non-compliant aspects into compliance immediately upon discovery of the non-compliant situation at the direction of the Government.

XIII. CONTRACTOR KEY PERSONNEL MINIMUM REQUIREMENTS

The contractor shall, at a minimum assign the following key personnel:

Program Manager

• Candidate must possess a PhD in Social/Behavioral sciences

• Candidate must have at least 10 years of professional research or management experience including at least 4 years successful management or technical direction of large and complex projects

Project Leader

• Candidate must possess a Master’s Degree Social/Behavioral sciences

• Candidate must have at least 6 years of professional experience and experience including at least 3 years leading projects

Senior Associate

• Candidate must possess a Master’s Degree Social/Behavioral sciences

• Candidate must have at least 4 years of professional research experience

Associate

• Candidate must possess a Bachelor’s Degree Social/Behavioral sciences

• Candidate must have at least 3 years of professional research experience