N00189-18-R-Z077.docx

N0018918RZ077

Section SF 1449 - CONTINUATION SHEET

Family Housing Labor

FFP

Support to be provided in accordance with the PWS FOB: Destination

MILSTRIP: N0005218RC037P

PURCHASE REQUEST NUMBER: N0005218RC037P

NET AMT

Unaccompanied Housing Labor

FFP

Support to be provided in accordance with the PWS FOB: Destination

NET AMT

Each

Family House Travel

COST

NTE $8,000

ESTIMATED COST

Each

Unaccompanied Housing Travel

NTE $8,000

ESTIMATED COST

Each

Family Housing ODCs

NTE $24,200

ESTIMATED COST

Each

Unaccompanied Housing ODCs

NTE $100,200

ESTIMATED COST

FFP

Support to be provided in accordance with the PWS

NET AMT

FFP

Support to be provided in accordance with the PWS

NET AMT

Each

COST

NTE $8,000

ESTIMATED COST

Each

COST

NTE $8,000

ESTIMATED COST

Each

COST

NTE $24,200

ESTIMATED COST

Each

COST

NTE $100,200

ESTIMATED COST

FFP

Support to be provided in accordance with the PWS

NET AMT

FFP

Support to be provided in accordance with the PWS

NET AMT

Each

COST

NTE $8,000

ESTIMATED COST

Each

COST

NTE $8,000

ESTIMATED COST

Each

COST

NTE $24,200

ESTIMATED COST

Each

COST

NTE $100,200

ESTIMATED COST

FFP

Support to be provided in accordance with the PWS

NET AMT

FFP

Support to be provided in accordance with the PWS

NET AMT

Each

COST

NTE $8,000

ESTIMATED COST

Each

COST

NTE $8,000

ESTIMATED COST

Each

COST

NTE $24,200

ESTIMATED COST

Each

COST

NTE $100,200

ESTIMATED COST

FFP

Support to be provided in accordance with the PWS

NET AMT

FFP

Support to be provided in accordance with the PWS

NET AMT

Each

COST

NTE $8,000

ESTIMATED COST

Each

COST

NTE $8,000

ESTIMATED COST

Each

COST

NTE $24,200

ESTIMATED COST

Each

COST

NTE $100,200

ESTIMATED COST

PWS

PERFORMANCE WORK STATEMENT

1.0 Introduction: Commander, Navy Installations Command (CNIC) has the core responsibility to provide oversight of level of facility conditions, housing services and customer services provided to Sailors and their families. The primary tools used is the Resident Satisfaction Surveys (RSS) and Home Finding Surveys. The data generated and the resulting analysis from conducting both surveys is integral to the continuing evaluation of CNIC processes and provides performance improvement actions by transforming customer feedback into business process changes and improvements.

2.0 History: The Navy Housing Program (N93) of CNIC provides life cycle program management support for all family, unaccompanied, and privatized housing requirements worldwide. Continuing efforts are required to support the necessary planning and decision processes to make the best possible use of scarce resources and provide the best possible service to military members and their families. These support services are provided by the Housing Program, N93 at CNIC, Installation Housing Offices, Base Commanders, Regional Commanders, and other CNIC functional representatives, and public private sector service providers engaged to support the Housing Mission. In order to provide continuous evaluation and improvements, CNIC requires updated data analysis on facility conditions, housing and customer services through the RSS and Home Finding Surveys of each housing neighborhood and building/complex. CNIC HQ Housing Program N93 RSS and Referral Functional Manager(s) will be the Task Manager(s) for this contract.

3.0 Specific Task Explanation:

3.1 The First Task is to provide continuing technical and project management support for the mission-critical Navy RSS by providing contractor technical support representatives that enable the Navy Housing Program to continue managing its business processes. This objective should be accomplished by providing analysts who have Family, Unaccompanied and Public Private Venture Housing and Property management experience; capable of supporting data collection and analysis effort using a web based survey tool and process which allows the Navy to maintain the continuity of the data and analysis from previous surveys used by the Navy by allowing a direct comparison, benchmarking capabilities and trending analysis against its neighborhoods and buildings/complexes, other military services, Public Private Venture (PPV) Housing Partners, and private sector firms from current and prior year surveys for at least 5 years.

3.2 The Second Task is to identify best practices as well as deficiencies to improve the effectiveness of Navy housing management and the suitability of Navy housing facilities from the survey analysis. This objective will be accomplished by providing a data collection tool and analysis effort through a survey tool and process that allows a direct correlation of core questions and question coding/mapping (Enclosure 1) that has been historically used by the Navy for the past several years. Additionally this tool and analysis must allow correlation with data from other military services, PPV partners, and public sector to ensure a direct comparison of the questions. This data collection analysis tool will include results that fall into an overall, property, service, and Performance Indicator categories. All categories must be mapped to specific questions to maintain consistency and trending from prior years.

3.3 The Third Task is to gain a better understanding of where Sailors and their families live and why, and gain continual feedback to improve the Navy Housing Referral Services by providing the Home Finding Survey. This objective should be accomplished by providing a survey tool that is consistent with the current online survey process conducted by the Navy which gauges the customer satisfaction during the initial Housing Office visit. This objective will require the interaction with other Navy contractors involved in the current Home Finding Survey.

3.4 The Fourth Task is for the contractor to create and implement a pilot plan at selected Family and Unaccompanied Housing sites to test migration from direct and bulk mailing of RSS survey link and online instruction to electronic files and web based surveys. The process should include but not be limited to the area Housing professionals to print locally from the survey site any digital files necessary and work with current NMCI systems and distribute the RSS letters with link surveys. The contractor will develop a strategy to make all survey material digital eliminating the need to mail any RSS survey related letters by second option year of the contract. All new processes to accomplish this objective must be vetted through Task Manager with appropriate marketing for the customers to become familiar with the new process.

4.0 Requirements: Data collection and analysis using the RSS and Home Finding Surveys for Navy Housing. The contractor will survey housing’s resident satisfaction, analyze the statistical data, and provide reports summarizing survey results by comparing and contrasting housing, and benchmarking against various housing industries that will be conducted using a combination of delivery methods to distribute printed surveys, with online instructions and link using appropriate controls to ensure quality and consistency, and assure resident autonomy. The contractor will be required to provide a website for CNIC HQ, Region and Installation POCs to view status of on-going surveys, results and action plan templates.

1) Inventory Reconciliation

(1) Contractor is responsible to verify:

(a) All neighborhoods and buildings/complexes are associated with correct Installation, Region, Year Built, Active/Inactive Status.

(b) Resident populations.

(c) Mailing addresses/email addresses against historical information to ensure consistency in naming conventions and accurate reporting. Any inconsistencies would require working with Navy for resolution.

(2) The Navy housing inventory changes frequently due to neighborhoods and buildings/complexes reconfigurations, demolition, deployment and new construction or errors in initial inventory collection. These changes may be during project set-up, while a survey is open, or outside the survey cycle. Contractor must adapt to changes as needed. Tasks include but are not limited to:

(a) Adding or deleting neighborhoods and buildings/complexes.

(b) Changing neighborhoods and buildings/complexes names and/or combining neighborhoods and buildings/complexes.

(c) Changing Installation or Region names and configurations.

(d) Correlating prior scores based on previous neighborhoods and buildings/complexes names to new neighborhoods and buildings/complexes names.

(e) Creating scores using past data to be used as prior scores on reports for modified entities.

(f) Using scores from one neighborhood and building/complex as prior scores for multiple new neighborhoods and buildings/complexes.

(g) The contractor must verify housing inventory through the CNIC HQ Task Manager. Results will be generated from electronic Military Housing (eMH).

(3) The contractor shall implement a process to identify and eliminate return of duplicate online and written surveys from the same customer. Process shall be shared with Navy.

2) Survey Methodology: At the start of every survey project, the Navy will determine the preferred method(s) of surveying for each segment of the survey population. Contractor must be able to accommodate all required survey methodologies:

(1) Survey Methodologies:

(a) A printed survey letter

(b) A web-based survey tool provided via a URL link issued by a Navy system.

(c) Printed information letters with online link: letters to include link and online survey instructions.

(d) Online survey accessed via email invitations that include link and online survey instructions.

(e) Other methodologies as required by the Navy at the start of any survey project.

(2) All survey methods must include appropriate controls to ensure quality of information, consistency within and between surveys, prohibit participants from completing more than one survey and assure resident confidentiality.

(3) Contractor must describe process for identifying and quarantining suspicious survey results or patterns. Contractor must discuss with Navy any non-conforming information received and provide Navy with results from such materials as requested.

(4) All survey methods must provide for the display of a Navy approved Privacy statement and appropriate Navy Housing branding.

(5) Online/web based surveys:

(a) Must contain accurate identifying information to identify neighborhood and building/complex

(b) Must show a progress bar of user’s status while answering survey questions.

(c) Must contain images and themed backgrounds that align with the questions and groups of respondents.

(d) Must be grouped in a way that allows for data logic to reduce the total amount of survey questions asked when a respondent does not satisfy a required answer for additional questions in a group. Questions only appear if they apply to that respondent’s situation.

(e) Must be accessible from any desktop, laptop, portable devices and cell phones

(f) Must render visually on all operating systems, portable devices and cell phone operating systems.

(g) Must be accessible by a Uniform Resource Locator (URL), shortened URL, Quick Response (QR) codes and any other means that is available for respondent to utilize.

(6) Contractor must have all online surveys tested and functional by agreed upon start date.

(7) All images, themes, and grouping of questions must be reviewed and accepted by the Task Manager(s). Changes to any of these items may occur anytime throughout the survey process based on current events or any other possible conflicts.

3) Survey Population will include all of the following groups:

(1) Residents estimated numbers CONUS and OCONUS:

(2) On-site Property Manager(s) estimated CONUS and OCONUS:

(3) Any or all of these groups may be divided into smaller populations based on resident type (Family or Unaccompanied), management or any other criteria the Navy specifies at the start of the survey project.

4) Required Surveys with Comments. Surveys are required for two distinct populations, as follows:

(1) On-site Property Manager –Survey each property manager per neighborhood and building/complex through online surveys.

(2) Resident – Survey each resident per Installation, neighborhood and building/complex.

(a) Family Housing surveys:

1. CONUS FH residents will receive printed survey with letters that include link and online survey instructions as an option and return envelope.(Contractor will provide items identified by direct mail to residents at their housing units)

2. OCONUS FH residents will receive printed surveys, with letters that include link and online survey instructions as an option and return envelope. (Contractor will provide items identified by bulk mail/shipped to Installation Onsite Manager to distribute to resident.)

(b) Unaccompanied Housing survey:

1. CONUS UH residents will receive door hangers that include printed survey, with letters that include link and online survey instructions as an option and return envelope. (Contractor will provide items identified by bulk mail/shipped to Installation Onsite Manager to distribute to residents.)

2. OCONUS UH residents will receive door hangers that include printed survey, with letters that include link and online survey instructions as an option and return envelope. (Contractor will provide items identified by bulk mail/shipped to Installation Onsite Manager to distribute to residents.)

5) Survey Questions:

(1) Each survey population will have a number of survey question sets based on the makeup of that group (Resident, On-site Property Manager).

(2) The Navy will provide the questions for each survey population. The questions contain essential elements regarding Resident and On-site Property Manager satisfaction including:

(a) Service provided by management and staff

(b) Service provided by maintenance staff

(c) Satisfaction with interior housing features

(d) Satisfaction with community, including amenities

(e) Likelihood of renewal

(f) Whether resident would recommend housing

(g) Satisfaction with Navy-specific functions, amenities or processes

(h) Population demographic questions

(i) Other evaluations as required by the Navy at the start of any survey project

(3) Other information regarding survey questions:

(a) All questions other than comments have a defined set of answer choices, as defined by the Navy.

(b) Survey may contain up to 100 questions.

(c) Navy will require contractor assistance in developing additional questions. Survey questions must conform to accepted principles for reliable questions. No leading or biased questions may be used.

(d) Survey questions must be grouped to allow respondents to answer questions if they apply and allow for them to skip if questions do not apply to that respondent’s situation.

(e) Survey process must provide for the collection of resident comments.

(f) Contractor will provide new supply of materials and updated items in 1, 2 and 3 below. Those items will be supplied each annual cycle to support the Housing Installations delivery of Survey(s) and marketing of the Survey(s). These items must contain information to support the Surveys with who, what, where and when.

(g) Other Survey-Related items:

1. Digital files that are required to be included for the survey process:

a. Resident information survey and link letter or text

b. 2’x3’ poster/board for all installation Housing Offices

c. Fliers

2. Materials such as but not limited to:

a. Printed survey

b. Comment document

c. Printed mailing envelopes

d. Printed letter with survey link and instructions

e. Door hanger to hold printed information

f. Boxes for bulk mailing and, or shipping items

3. Promotional Items:

a. A commercial for both surveys to be compliant with base POAs format, duration is to be no longer than 30 seconds. To be aired on American Forces Network (AFN)/American Forces Radio and Television Service (AFRTS) and or local base television networks

b. An info segment commercial to be aired on Housing Website, must be in compliance with network requirements

c. A narrated scripted segment to be delivered on the base radio stations

d. An article to be provided for the base newspaper

e. A scripted sentence to be displayed on the Installations entrance LED reader board signs

f. A scripted and designed page for installation Bulletin Boards and at single Sailor Facilities

g. A Memo to be circulated in the Installation's central mailboxes

(4) Other items as required by the Navy at the start of any survey and will be provided by the Navy at the kick-off meeting.

6) Survey distribution methods & Implementation: Survey distribution and implementation will vary depending on the location of the residents being surveyed.

(1) Contractor must supply all materials and information required for distribution. Contractor must organize and distribute all materials and information necessary to all survey groups. Distribution dates may vary for each methodology used within a project. Contractor is responsible for assisting Navy in determining distribution timing that conforms to Navy’s desired delivery date ranges.

(2) Any or all of the following distribution methodologies may be used:

(a) Contractor will work with Navy to develop process for distribution of survey, letters that include link and online survey instructions, return mailing envelope and any other related items necessary.

(b) Send email to designated recipients with each email containing a link to the survey. Contractor is responsible for tracking returned email and determining response with Navy. Contractor must send designated number of reminders via same method for incomplete surveys.

(c) After initial email distribution, Contractor must provide methodology for Navy to request additional emails in the event of incomplete transition, returned emails, loss, incorrect counts or other circumstances requiring additional emails.

(d) Individual piece, US Mail: Assemble, address, seal and mail to each resident. First class postage required and is provided by contractor. Contractor to track undelivered mail, discuss with Navy and re-send as needed.

(e) Bulk Ship, International: Assemble, address, seal, package as required and ship in bulk via International express mail (signature required) for on-site distribution. Contractor is responsible for tracking packages and providing proof of delivery. Contractor is responsible for re-producing/re-sending missing packages.

(f) Bulk Ship, US Mail: Assemble, address, seal, package as required and ship in bulk via US Mail for on-site distribution. Contractor is responsible for tracking packages and providing proof of delivery. Contractor is responsible for re-producing/re-sending missing packages.

(g) Bulk Ship, US express mail: Assemble, address, seal, package as required and ship in bulk via overnight or second day express mail (signature required) for on-site distribution. Contractor is responsible for tracking packages and providing proof of delivery. Contractor is responsible for re-producing/re-sending missing packages.

7) Survey Reporting:

(1) Weekly Response Count Update. This report will be sent via email to the Task Manager during data collection process. The report shall be in excel format and must contain the number of survey link letters distributed, surveys received and percent received of the Neighborhoods and buildings/complexes, Installation, Regional and Overall levels.

(2) Website to access survey data and reports. Contractor shall develop and maintain a website specifically dedicated for the Navy. Contractor shall post, on this website, all data and analysis information as it occurs for the benefit of review by users designated by the Navy. Website must be secured, allow for varying levels of access and accessible during and after the survey process. Additionally, a dashboard will be created based on specific user rights to identify counts of their perspective area of responsibility.

(a) Contractor is responsible for assigning and maintaining user access levels. Approval for access must be coordinated and validated through the Task Manager Levels of access are:

1. Family or Unaccompanied Total Project

2. Region

3. Installation

4. Neighborhood/Building/Complex

(b) Users should be able to easily navigate among levels within Family or Unaccompanied as permissions allow. Data shown should correlate to level selected.

(c) Minimum requirements for data to be provided online are:

1. Response rate for selected level

2. Response rates for levels immediately below selected level

3. Comments

4. Upon completion of data collection, all finalized data and reports must remain on this website for duration of the contract.

(d) Users may have multiple levels of access, and varying levels of access for different group survey. (Resident, On-site Property Manager & Regional Manager).

(e) Users should see data for their designated level and any levels which roll up to their level of access.

(f) Authorized users and their permissions change frequently and contractor must make changes in a timely manner. These changes may occur during project set-up, during the data collection period, during the reporting phase, or outside of the survey cycle.

(g) Contractor shall accept, utilize, and document information regarding these users provided in whatever format Navy provides.

(h) Frequency and methodology for updating this information is as follows:

1. Family Housing: updated daily

2. Unaccompanied Housing: updated weekly

3. Frequency may be adjusted with Navy approval.

(3) Consolidated and Individual Survey Result report. These reports will be posted on the website for download. Each report shall be in pdf and available in excel upon request.

(a) This report is required for:

1. Overall Navy

2. Region

3. Installation

4. Neighborhood and Building/Complex

(b) Data elements required on each report include:

1. Listing of all survey questions, with a count & percent of response shown for each answer choice.

2. A score for each question using a defined and consistent methodology approved by the Navy.

3. Additional scores or performance indicators based on groups of like questions which indicate drivers of resident satisfaction (topic scores).

4. A score or performance indicator based on Service levels.

5. A score or performance indicator for Property Satisfaction.

6. A score or performance indicator for Overall Satisfaction.

7. Trending data with up to 4 years of prior score data for the Overall, Service, Topic scores.

8. Comparison with prior survey scores at the Question level.

9. Number of surveys distributed, number of surveys received and calculated response rate.

(4) Comparative Benchmark Report – Compares Navy Overall, Property, and Service and Topic scores with similarly-calculated scores of private sector multifamily housing firms.

(5) Score Spreadsheets – Excel Spreadsheets summarizing report score data. Four types are required:

(a) List of current survey distribution numbers, Overall, Property, Service and Topic scores by Neighborhoods and buildings/complexes;

(b) List of current and prior Response Rate, Overall, Property Service and Topic scores by Neighborhoods and buildings/complexes, with differences calculated;

(c) List of current survey distribution numbers, Overall, Property Service and Topic scores for Rollup reports;

(d) List of current and prior Response Rate, Overall, Property, Service and Topic scores for Rollup Reports, with differences calculated.

(6) Comment Reports by Neighborhoods and buildings/complexes: PDF reports of all comments received for each Neighborhoods and buildings/complexes.

(7) Comment Analysis FH and UH: Analysis: Contractor must review comments and assign to a category and subcategory using a list developed in conjunction with CNIC. Word-search based automated analysis does not meet this requirement. One comment can require multiple category/subcategory assignments.

(a) Reporting: Prepare spreadsheets that summarize comment category and subcategory frequency by activity and by neighborhood. Contractor must develop format , which will be approved by CNIC

(8) Action Plans: provide and populate template for creation of Action Plan documents for each neighborhood and building/complex.

(a) Template should show current & prior scores and questions results, and provide for action items to be itemized.

(9) Comments from online Optical surveys received on paper must be converted to electronic format to be displayed online and combined with comments from online optional surveys.

(10) Comments will not be written in Optical Character Recognition (OCR) capable handwriting.

(11) Exception Reports: Short, easy to read report highlighting score issues and major areas of concern. Must address Overall, Property, Service and Topic scores, as well as comment analysis. This report is designed to quickly and accurate identify areas of concern, and analyst perspective on how to address them - not provide an overall summary.

(a) Reports must be created for:

1. Overall Navy FH

2. Overall Navy UH

3. Each Navy FH Region

4. Each Navy UH Region

(12) Other reports as required by the Navy during the survey project.

8) Report Format Criteria:

(1) Contractor may use any graphic or text methodologies it deems important to illustrate areas of strengths and weakness. Reporting format must include extractable charts and graphs.

(2) Reports should be easily interpreted by on-site staff as well as senior personnel.

(3) Reporting should be geared toward performance improvement and provide summary analysis for the reporting entity.

(a) Reporting entities for survey response reporting must include all of the following:

1. Reports by Neighborhoods and buildings/complexes

2. Reports by Installation

3. Reports by Region

4. Reports for Overall Navy

5. Reports for other combinations of properties as necessary based on the survey population and summary needs of the Navy.

6. Reports at levels which combine various neighborhoods and buildings/complexes need to contain data showing information from the component neighborhoods and buildings/complexes; at a minimum, Overall, Property, Service and Topic scores.

9) Other Tasks Within the Survey Period

(1) Email management: Contractor to provide email address for residents to contact contractor for any survey with an online component challenge. Contractor to respond to resident emails in a timely manner and work to resolve issues without involving Navy.

(2) Resend link/codes: Contractor to respond to email requests from residents for information required to complete online survey.

(3) Distribution changes: Contractor to provide methodology for Navy to indicate actual number of survey distributed to be used in all report preparation.

(4) Contractor to randomly select survey respondents and provide addresses to Navy. Task Manager will provide frequency and quantity.

(5) Awards: Contractor will assist Navy in developing a recognition program which recognizes Neighborhoods and buildings/complexes and Installations that achieve Service Score and Response Rate thresholds agreed upon by the Navy. Contractor to review list of Installations with Navy for each survey project to determine eligible Installations. The contractor shall provide, and mail crystal awards for any properties that have earned an outstanding consolidated score for an entire Installation or company

10) Tasks Outside of the Survey Period: Contractor must be available to the Navy at any time during the year as needs arise. Tasks include, but are not limited to the following:

(1) Ad-Hoc Reporting. Navy may request data analysis and reporting on any topic covered by the RSS. Analysis may include current year, prior years housing data and comparisons to private sector data. Analyses may be simple data gathering or complex. Such requests typically have a short turnaround time.

(2) Training: Develop and present a training program, initially targeted at higher command representatives (Headquarters, Regions, and Installations) that will enhance their understanding of the RSS, interpreting survey results, understanding reporting, and enable the participants to successfully develop Action Plans that focus on improving resident satisfaction as requested.

(3) Create and perform performance improvement training as requested.

(4) Review prior year survey results, identify lessons learned, and recommend process improvements for the next annual survey cycle.

(5) Participate in briefings or conference calls with CNIC staff members and others as requested by Navy.

11) The contractor shall coordinate with other Government contractors who are working on related tasks, as directed by the Task Manager(s).

12) Risk Management. The Contractor shall maintain a Risk Management Program and shall notify the Task Manager(s) of any identified contract cost, performance, or schedule risks. The Contractor shall meet with the task managers to establish acceptable risk mitigation for the identified risks. All identified risks shall be identified and tracked monthly until resolution within the Progress, Status and Management Report. Technical risk shall be mitigated by including the task manager(s) in all aspects of the risk mitigation process.

4.1 Specific Tasks for the Home Finding Survey for Family Housing. Enclosure 2

1) Survey Methodology:

(1) A web-based survey tool provided via a URL link issued by a Navy system.

(2) Survey must include appropriate controls to ensure quality of information, consistency within and between surveys, prohibit participants from completing more than one survey, and assure resident confidentiality.

(3) Survey must provide for the display of a Navy approved Privacy statement and appropriate Navy Housing branding.

(4) Online/web based surveys:

(a) Must contain accurate identifying information to identify neighborhood and building/complex

(b) Must show a progress bar of user’s status while answering survey questions.

(c) Must contain images and themed backgrounds that align with the questions and groups of respondents.

(d) Must be grouped in a way that allows for data logic to reduce the total amount of survey questions asked when a respondent does not satisfy a required answer for additional questions in a group. Questions only appear if they apply to that respondent’s situation.

(e) Must be accessible from any desktop, laptop, portable devices and cell phones

(f) Must render visually on all operating systems, portable devices and cell phone operating systems.

(g) Must be accessible by a Uniform Resource Locator (URL), shortened URL, Quick Response (QR) codes and any other means that is available for respondent to utilize.

(5) Contractor must have all online surveys tested and functional by agreed upon start date.

(6) All images, themes, and grouping of questions must be reviewed and accepted by the Task Manager(s). Changes to any of these items may occur anytime throughout the survey process based on current events or any other possible conflicts.

2) Survey Population will include all of the following groups:

Survey population will include all first time visitors to the housing office including service members, spouse/family members, and civilians who visit a Navy Housing Office and provide email address.

1. Estimated surveyed during a 12 month period: 17,000

3) Inventory Reconciliation:

(1) Contractor is responsible for working with Navy to correctly identify all Navy managed or joint-based Installations. Also, review/add all Installation identifiers to indicate association with correct Unit Identification Number (UID), Region, etc. to ensure consistency in naming conventions and accurate reporting.

(2) The Navy housing inventory changes frequently due to neighborhood reconfigurations, demolition, deployment and new construction or errors in initial inventory collection. These changes may be during project set-up, while a survey is open, or outside the survey cycle. Contractor must adapt to changes as needed. Tasks include but are not limited to:

(a) Adding or deleting Installations during the survey cycle

(b) Changing Installations as needed.

(c) Changing Region names and configurations as needed.

(d) Correlating prior scores based on previous Installation names to new Installation names.

(3) Navy will provide Contractor with electronic report not less than quarterly indicating for each Installation the number of visits to the Housing Office and the number of valid emails sent. Contractor must use this information for reporting.

4) Survey Questions:

(1) Survey questions will be provided by the Navy. Contractor to review and assist Navy in creating final survey question set.

(2) Other requirements regarding survey questions:

(a) Question types include rating questions using various scales, multiple choice (one answer allowed), multiple choice (multiple answers allowed) and text response.

(b) No limit to the number of questions allowed.

(c) Survey questions must conform to accepted principles for reliable questions. No leading or biased questions may be used.

(d) Survey Questions must be grouped to allow respondents to answer questions if they apply and allow for them to skip if questions do not apply to that respondent’s situation.

(e) Survey process must provide for the collection of resident comments.

5) Survey Distribution & Implementation:

(1) Navy to capture name and email address of first time service members visiting the Housing Office at Installations.

(2) Thirty (30) days after visit, Navy system will send email survey invitation, which includes survey link and unique survey password based on the Installation UID and a sequential number.

(3) Contractor will have set up online survey controlled by passwords as issued by the Navy system. However, Contractor will only know UIDs and starting sequence number for the project. Contractor will not be informed as passwords are distributed.

(4) Contractor to provide URL to be used for the survey project. URL may not change during any year of the survey. Navy must be notified in advance of any URL change for subsequent survey years.

(5) Survey is continuous and there is overlap between survey years. Contractor must take necessary precautions to keep data separate between project years. Survey may be updated annually to reflect new or updated questions.

(6) Contractor must have all online surveys tested and functional by agreed upon start date.

6) Survey Response Reporting

(1) Reports for the Home Finding Survey are issued quarterly and annually (5 reports total each year per entity). Dates to be included are based upon date of email, which is one month later than visit to Housing Office.

(2) Website to access survey data and reports. Contractor shall provide Reporting Website during data collection process and post-process. Contractor shall develop and maintain a website specifically dedicated for each survey project. Contractor shall post, on this website, all data and analysis information as it occurs for the benefit of review by users designated by the Navy. Website must be secured and allow for varying levels of access. Approval access and changes must be vetted through the Task Manager(s).

(a) Contractor is responsible for assigning and maintaining user access levels.

Levels of access are:

1. Total project

2. Region

3. Installation

(b) Users should be able to easily navigate among levels within a survey project as permissions allow. Data shown should correlate to level selected.

Minimum requirements for data to be provided online are:

1. Number of Surveys Received for selected level

2. Number of all personnel visiting Housing Service Center

3. Number of first time personnel w/e-mail addresses responding.

4. Comments

5. As reports are issued, all reports must be posted on this website.

(c) Users may have multiple levels of access, and varying levels of access for different survey projects.

(d) Users should see data for their designated level and any levels, which roll up to their level of access.

(e) Authorized users and their permissions change frequently and contractor must make changes in a timely manner. These changes may occur during project set-up, during the data collection period, during the reporting phase, or outside of the survey cycle.

(f) Contractor shall accept and utilize information regarding these users provided in whatever format Navy provides.

(g) Frequency and methodology for updating this information is to be agreed upon by the Navy prior to the start of each project.

(3) Survey response reporting after the data collection period must include reports created to guide the recipient toward an understanding of how each reporting entity is performing. Requirements for accomplishing this task are:

(a) A listing of all survey questions, with a count & percent of response shown for each answer choice.

(b) A score for each satisfaction or importance question using a defined and consistent methodology approved by the Navy.

(c) A score or performance indicator for Overall Satisfaction based on Satisfaction questions only.

(d) Number of surveys distributed, number of surveys received and calculated response rate.

(e) Comments and contact information.

(f) Survey response data and Overall score must be shown for all quarters completed to date, along with Year-to-Date (YTD) totals.

(4) Reporting entities for survey response reporting may include any or all of the following. (Reporting entities to be determined with Navy for each project.)

(a) Reports by Installation

(b) Reports by Region

(c) Reports for Overall Navy

(d) Regional & Overall reports must include lists of Installation distribution and response count and rate calculations, and the Overall score for the Installation. Data for all quarters completed to date must be shown, as well as an YTD summary for each Installation.

(5) Score Spreadsheets – Spreadsheets summarizing report score data are run based on annual report data at the end of a project year. Two types are required:

(a) Region spreadsheet lists 4 quarterly and 1 annual Overall score for each Region.

(b) Installation spreadsheet lists 4 quarterly and 1 annual Overall score for each Installation.

(6) Analyze data, develop and provide Consolidated Region and Overall Navy and Individual Installation reports in a PDF and excel format. Reports must be exportable to Excel and PDF format to include charts and graphs.

(7) Action Plans – Develop consolidated and individual action plan templates for each Installation.

(8) Calendar for reporting is as follows (this is based on contract starting at award of contract:

(9) Contractor may use any graphic or text methodologies it deems appropriate to illustrate important findings. Reports should be easily interpreted by on-site staff as well as senior personnel.

(10) Other reports as required by the Navy during the survey project.

7) Other Tasks Within the Survey Period:

(1) Email management: Contractor to provide email address for residents to contact contractor for any survey with an online component. (PII this will cause contractor to need to remove information).

(2) Contractor to respond to resident emails in a timely manner and work to resolve issues without involving Navy.

8) Other Tasks For Home Finding Survey Project:

(1) Annually, review prior year survey results, identify lessons learned, and recommend process improvements for the next annual survey cycle.

(2) Participate in briefings or conference calls with CNIC staff members and others as requested by Navy.

4.2 Additional Tasks:

1) Contractor must Communicate daily through emails and phone with Navy as needed and interact with Navy assigned Task Manager(s) and/or Senior Navy personnel. Communication may include required changes, status reports, appropriate responses for questions from sites, and advice and guidance based on Contractor’s housing experience and expertise.

2) Contractor may be required to assist Housing Directors with action planning to achieve performance improvement by adapting multifamily private sector practices for Navy Housing as needed. The contractor must have ability to make recommendations based on limited funding, base restrictions, hierarchy, and operating practices, as well as other known limitations. Proposal should assume two consultation days per Region over a year.

3) The contractor shall analyze and evaluate questions/responses in the annual RSS that measure Navy Housing Office performance against similar question/responses in the Home Finding Survey.

4) The contractor shall meet with the Task Managers at a minimum of three occurrences per year. Initial kickoff meeting will be held at CNIC HQ after contract award. Subsequent meetings will be held at various locations identified by the Task Managers. Proposal should assume all meeting will be held at CNIC HQ for cost estimates associated with travel expenses and two contract personnel for two days per meeting. All travel is subject to FTR.

5.0 Deliverables:

Contractor shall provide outputs associated with the taskings listed below to include, but not limited to, MS PowerPoint briefings, MS Word documents and reports, MS Excel spreadsheets, emails, talking points, briefs and other tasks as identified in this SOW.

Manager(s)

6.0 Personnel Security Requirements:

Contractor personnel performing under this task order will be U.S. Citizens.

Work under this task order is classified:

7.0 Government Furnished Property, Material, and Services:

Specific locations and inventory counts for Family Housing and Unaccompanied Housing details and shipping/mailing information will be released upon award from the COR.

8.0 Place of Performance:

Work shall be performed at the contractor’s site and travel as required.

9.0 Travel:

The Contractor may be required to travel within CONUS or OCONUS. The contractor is required to travel up to 3 times during each period of performance if needed. It is estimated it may require staffing of no more than two contractors to complete this requirement. Contractor travel shall be consistent with the amounts and limitations specified in the Joint Travel Regulations (JTR), as they are amended from time to time and the limitation of funds specified in this contract. If travel is required, it shall be pre-approved by the Task manager.

10.0 Period of Performance:

The period of performance shall be for one (1) Base Year of 12 months and Four (4) 12-month option years.

11.0 Other Requirements:

No data provided to, or produced by, the contractor shall be used for any purpose other than this delivery order. All information (data files and hard copy) becomes the property of the government, Data, reports and all results will be exported each option year and provided to the COR.

REPORTING

The contractor shall report contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for vehicle monitoring devices via a secure data collection site. Contracted services excluded from reporting are based on Product Service Codes (PSCs).

The excluded PCS’s are:

(1) W, Leased/Rental of Equipment;

(2) X, Leased/Rental of Facilities;

(3) Y, Construction of Structures and Facilities;

(4) S, Utilities ONLY;

(5) V, Freight and Shipping ONLY.

The contractor is required to completely fill in all required data fields using the following web address: https://doncmra.nmci.navy.mil

Reporting units will be for the labor executed during the period of performance during each Government fiscal year (FY), which runs October 1 through September 30. While inputs may be reported at any time during the FY, all data shall be reported no later than October 31 of each calendar year. Contractors may direct questions to the help desk, linked at https://doncmra.nmci.navy.mil.

REIMBURSEMENT OF TRAVEL COST

(a) Travel

(1) Area of Travel. Performance under this contract may require travel by contractor personnel. If travel, domestic or overseas, is required, the contractor is responsible for making all needed arrangements for his personnel. This includes but is not limited to the following:

Medical Examinations Immunization Passports, visas, etc.

Security Clearances

All contractor personnel required to perform work on any U.S. Navy vessel will have to obtain boarding authorization from the Commanding Officer of the vessel prior to boarding.

(2) Travel Policy. The Government will reimburse the contractor for allowable travel costs incurred by the contractor in performance of the contract and determined to be in accordance with FAR subpart 31.2, subject to the following provisions:

Travel required for tasks assigned under this contract shall be governed in accordance with rules set forth for temporary duty travel in FAR 31.205-46.

(3) Travel. Travel, subsistence, and associated labor charges for travel time are authorized, whenever a task assignment requires work to be accomplished at a temporary alternate worksite.

Travel performed for personal convenience and daily travel to and from work at contractor’s facility will not be reimbursed.

(4) Per Diem. Per diem for travel on work assigned under this contract will be reimbursed to employees consistent with company policy, but not to exceed the amount authorized in the Department of Defense Joint Travel Regulations.

(5) Shipboard Stays. Whenever work assignments require temporary duty aboard a Government ship, the contractor will be reimbursed at the per diem rates identified in paragraphs C8101.2C or C81181.3B(6) of the DOD Joint Travel Regulations, Volume 2.

(6) Air/Rail Travel. In rendering the services, the contractor shall be reimbursed for the actual costs of transportation incurred by its personnel not to exceed the cost of tourist class rail, or plane fare, to the extent that such transportation is necessary for the performance of the services hereunder and is…