Solicitation_N02CO51028-27_consolidated.pdf

- 1 -

SOLICITATION

SECTION A - SOLICITATION/CONTRACT FORM

1. Requisition or other Purchase Authority: Public Law 92.218 as amended

2. Request for Proposal (RFP) Number:

N02CO51028-27

3. Issue Date:

September 19, 2016

4. Set Aside:

[X] No

[ ] Yes See Part IV Section L

5. Title : National Cancer Institute's Contact Center

6. ISSUED BY:

Office of Acquisitions National Cancer Institute National Institutes of Health 9609 Medical Center Drive Room MSC 9705 Bethesda, MD 20892-9705

7. SUBMIT OFFERS TO:

See Part III, Section J, "Packaging and Delivery of the Proposal," ATTACHMENT 1 of this Solicitation.

8. Proposals for furnishing the supplies and/or services in THE SCHEDULE will be received at the place specified in, and in the number of copies specified in Attachment 1, "Packaging and Delivery of the Proposal," until October 19, 2016 local time on 2:00 PM. Offers will be valid for 120 days unless a different period is specified by the offeror on the Attachment entitled, "Proposal Summary and Data Record, NIH 2043.

9. This solicitation requires delivery of proposals as stated in ATTACHMENT 1, "PACKAGING AND DELIVERY OF THE PROPOSAL." If proposals are required to be delivered to two different locations, the OFFICIAL POINT OF RECEIPT for determining TIMELY DELIVERY is the address provided for the OFFICE OF ACQUISITIONS.

IF YOUR PROPOSAL IS NOT RECEIVED BY THE CONTRACTING OFFICER OR HIS DESIGNEE AT THE PLACE AND TIME SPECIFIED FOR THE OFFICE OF ACQUISITIONS, THEN IT WILL BE CONSIDERED LATE AND HANDLED IN ACCORDANCE WITH HHSAR Clause 352.215-70, "Late Proposals and Revisions"

LOCATED IN SECTION L.1. OF THIS SOLICITATION.

10. Offeror must be registered in the System for Award Management (SAM) prior to award of a contract. Offerors must access the CCR through The System for Award Management (SAM) at http://www.sam.gov

11. FOR INFORMATION CALL: Rosa Lopez

PHONE: (240) 276-5426

e-MAIL: rosa.lopez@nih.gov

COLLECT CALLS WILL NOT BE ACCEPTED.

The cut-off date for questions is October 3, 2016.

Page limit is 150 pages. Jill Johnson

Contracting Officer Office of Acquisitions National Cancer Institute http://www.sam.gov

RFP Number : N02CO51028-27

- 2 -

RFP TABLE OF CONTENTS

PART I - THE SCHEDULE

SECTION A - SOLICITATION/CONTRACT FORM

SECTION B - SUPPLIES OR SERVICES AND PRICES/COSTS

SECTION C - DESCRIPTION/SPECIFICATIONS/WORK STATEMENT

SECTION D - PACKAGING, MARKING AND SHIPPING

SECTION E - INSPECTION AND ACCEPTANCE

SECTION F - DELIVERIES OR PERFORMANCE

SECTION G - CONTRACT ADMINISTRATION DATA

SECTION H - SPECIAL CONTRACT REQUIREMENTS

PART II - CONTRACT CLAUSES

PART III - LIST OF DOCUMENTS, EXHIBITS AND OTHER ATTACHMENTS

SECTION J - LIST OF ATTACHMENTS

SOLICITATION ATTACHMENTS

TECHNICAL PROPOSAL ATTACHMENTS

BUSINESS PROPOSAL ATTACHMENTS

INFORMATIONAL ATTACHMENTS

PART IV - REPRESENTATIONS AND INSTRUCTIONS

SECTION K - REPRESENTATIONS, CERTIFICATIONS AND OTHER STATEMENTS OF OFFERORS

SECTION L - INSTRUCTIONS, CONDITIONS, AND NOTICES TO OFFERORS

1. GENERAL INFORMATION

a. INSTRUCTIONS TO OFFERORS--COMPETITIVE ACQUISITION

b. NAICS CODE AND SIZE STANDARD

c. TYPE OF CONTRACT AND NUMBER OF AWARDS

d. LEVEL OF EFFORT

e. COMMITMENT OF PUBLIC FUNDS

f. COMMUNICATIONS PRIOR TO CONTRACT AWARD

g. RELEASE OF INFORMATION

h. REFERENCE MATERIALS

i. PREPARATION COSTS

j. SERVICE OF PROTEST

2. INSTRUCTIONS TO OFFERORS

a. GENERAL INSTRUCTIONS

1. Contract Type and General Clauses

2. Authorized Official and Submission of Proposal

3. Proposal Summary and Data Record (NIH-2043)

4. Separation of Technical and Business Proposals

5. Alternate Proposals

6. Evaluation of Proposals

7. Potential Award Without Discussions

8. Use of the Metric System of Measurement

9. Privacy Act - Treatment of Proposal Information

10. Selection of Offerors

- 3 -

11. ROTC Access and Federal Military Recruiting on Campus

12. Certification of Filing and Payment of Taxes

13. Past Performance Information

14. Information and Physical Access Security

15. Electronic Information Technology Accessibility Notice, HHSAR 352.239-73 (December 2015)

16. Solicitation Provisions Incorporated by Reference

b. TECHNICAL PROPOSAL INSTRUCTIONS

1. Technical Discussions

2. Other Considerations

3. Technical Evaluation

c. BUSINESS PROPOSAL INSTRUCTIONS

1. Basic Cost/Price Information

2. Proposal Cover Sheet

3. Information Other than Cost or Pricing Data

4. Requirements for Cost or Pricing Data or Information Other than Cost and Pricing Data

5. Salary Rate Limitation

6. Small Business Subcontracting Plan

7. Mentor Protege Program, HHSAR 352.219-70

8. HUBZone Small Business Concerns

9. Total Compensation Plan

10. Other Administrative Data

11. Qualifications of the Offeror

12. Subcontractors

13. Proposer's Annual Financial Report

14. Travel Costs/Travel Policy

SECTION M - EVALUATION FACTORS FOR AWARD

1. GENERAL

2. COST/PRICE EVALUATION

3. EVALUATION OF OPTIONS

4. TECHNICAL EVALUATION FACTORS

5. PAST PERFORMANCE FACTOR

- 4 -

PART I - THE SCHEDULE

THE INFORMATION SET FORTH IN SECTION A - SOLICITATION/CONTRACT FORM, HEREIN CONTAINS IMPORTANT INFORMATION FOR ANY OFFEROR INTERESTED IN RESPONDING TO THIS SOLICITATION.

ANY CONTRACT RESULTING FROM THIS SOLICITATION WILL INCLUDE IN ITS SECTION A - SOLICITATION/ CONTRACT FORM, ACCOUNTING, APPROPRIATION AND GENERAL INFORMATION APPLICABLE TO THE

CONTRACT AWARD.

THE CONTRACT SCHEDULE SET FORTH IN SECTIONS B THROUGH H, HEREIN, CONTAINS CONTRACTUAL INFORMATION PERTINENT TO THIS SOLICITATION. IT IS NOT AN EXACT REPRESENTATION OF THE CONTRACT DOCUMENT THAT WILL BE AWARDED AS A RESULT OF THIS SOLICITATION. THE CONTRACT COST OR PRICE AND OTHER CONTRACTUAL PROVISIONS PERTINENT TO THE OFFEROR (i.e., those relating to the organizational structure [e.g., Non-Profit, Commercial] and specific cost authorizations unique to the Offeror's proposal and requiring Contracting Officer Prior Approval) WILL BE DISCUSSED IN THE NEGOTIATION PROCESS AND WILL BE INCLUDED IN THE RESULTANT CONTRACT. THE ENCLOSED CONTRACT SCHEDULE IS

INTENDED TO PROVIDE THE OFFEROR WITH THE NECESSARY INFORMATION TO UNDERSTAND THE

TERMS AND CONDITIONS OF THE RESULTANT CONTRACT.

SECTION B - SUPPLIES OR SERVICES AND PRICES/COSTS

ARTICLE B.1. BRIEF DESCRIPTION OF SUPPLIES OR SERVICES

The Contractor will operate the NCI Contact Center.

ARTICLE B.2. PRICES/COSTS

The final contract will contain the price/cost provisions agreed upon by the Government and the Offeror.

ARTICLE B.3. ESTIMATED COST - OPTION

a. The estimated cost of the Base Period of this contract is To Be Negotiated.

b. The fixed fee for the Base Period of this contract is To Be Negotiated.The fixed fee shall be paid in installments based on the percentage of completion of work, as determined by the Contracting Officer. Payment shall be subject to the withholding provisions of the clauses ALLOWABLE COST AND PAYMENT and FIXED FEE referenced in the General Clause Listing in Part II, ARTICLE I.1. of this contract.

c. The total estimated amount of the contract, represented by the sum of the estimated cost plus the fixed fee for the Base Period is To Be Negotiated.

d. If the Government exercises its option pursuant to the OPTION PROVISION Article in SECTION H of this contract, the Government's total estimated contract amount represented by the sum of the estimated cost plus the fixed fee will be increased as follows:

Estimated Cost ($) Fixed Fee ($) Estimated Cost Plus Fixed Fee ($)

Base Period (12 months) TBD TBD TBD Option 1 (12 months) TBD TBD TBD Option 2 (12 months) TBD TBD TBD Option 3 (12 months) TBD TBD TBD Option 4 (12 months) TBD TBD TBD

Option A Increased Services TBD TBD TBD Option B Increased Services TBD TBD TBD Option C Increased Services TBD TBD TBD Option D Increased Services TBD TBD TBD Option E Increased Services TBD TBD TBD

- 5 -

Estimated Cost ($) Fixed Fee ($) Estimated Cost Plus Fixed Fee ($)

Total [Base Period and Options] TBD TBD TBD

ARTICLE B.4. PROVISIONS APPLICABLE TO DIRECT COSTS

This article will prohibit or restrict the use of contract funds, unless otherwise approved by the Contracting Officer. The following is a list of items that may be included in the resultant contract as applicable. 1) Conferences & Meetings, 2) Food for Meals, Light Refreshments & Beverages, 3) Promotional Items, 4) Acquisition, by purchase or lease, of any interest in real property; 5) Special rearrangement or alteration of facilities; 6) Purchase or lease of any item of general purpose office furniture or office equipment regardless of dollar value; 7) Travel Costs including Foreign Travel; 8) Consultant Costs; 9) Subcontract Costs; 10) Patient Care Costs; 11) Accountable Government Property; 12) Printing costs; and 13) Research Funding.

ARTICLE B.5. ADVANCE UNDERSTANDINGS

Specific elements of cost, which normally require prior written approval of the Contracting Officer before incurrence of the cost (e.g., foreign travel, consultant fees, subcontracts) will be included in this Article if the Contracting Officer has granted his/her approval prior to contract award.

- 6 -

SECTION C - DESCRIPTION/SPECIFICATIONS/WORK STATEMENT

ARTICLE C.1. STATEMENT OF WORK

a. Independently and not as an agent of the Government, the Contractor shall be required to furnish all the necessary services, qualified personnel, material, equipment, and facilities, not otherwise provided by the Government, as needed to perform the Statement of Work, dated March 1, 2017, attached hereto and made a part of this Solicitation (See SECTION J - List of Attachments).

b. The applicable Privacy Act System of Records Number will be specified and shall be used in any design, development, or operation work to be performed under the resultant contract. Disposition of records shall be in accordance with SECTION C of the contract, and by direction of the Contracting Officer's Representative (COR).

ARTICLE C.2. REPORTING REQUIREMENTS

All reports required herein shall be submitted in electronic format via email as attachments to the following designated NCI Branch Distribution Mailbox: ncibrancheinvoices@mail.nih.gov.

NOTE: Hard copies of reports are no longer required and shall no longer be mailed to NCI, OA. Each email submission shall contain only one deliverable. If the attached files for the deliverable exceed 50 MB, the contractor shall divide the deliverable into files of 50 MB each. All deliverables should be limited to five file attachments or less.

We understand that in some cases more than five attachments will be necessary.

The subject line of the email should read as follows:

Deliverable_Contract Number_Vendor's Name_ Deliverable Description_Due Date

All electronic reports submitted shall be compliant with Section 508 of the Rehabilitation Act of 1973. Additional information about testing documents for Section 508 compliance, including guidance and specific checklists, by application, can be found at: http://www.hhs.gov/web/508/index.html under "Making Files Accessible."

Data transfer of PII or sensitive information to NCI shall be encrypted.

a. Technical Progress Reports

In addition to the required reports set forth elsewhere in this Schedule, the preparation and submission of regularly recurring Technical Progress Reports will be required in any contract resulting from this solicitation. These reports will require descriptive information about the activities undertaken during the reporting period and will require information about planned activities for future reporting periods. The frequency and specific content of these reports will be determined prior to contract award. [Note: Beginning May 25, 2008, the Contractor shall include the applicable PubMed Central or NIH Manuscript Submission reference number when citing publications that arise from its NIH funded research.]

1. Monthly Progress Report

Within fifteen (15) days of the first of each month, a monthly report shall be provided. This report shall include a high level description of the activities by task during the reporting period, and the activities by task planned for the next month. The report will also include discussion of key issues, initiatives, contract challenges, and analysis of data trends. The first reporting period consists of the first full month of performance on the contract plus any http://www.hhs.gov/web/508/index.html

- 7 -fraction of the initial month of the contract. Thereafter, the reporting period shall consist of each month.

A Monthly Progress Report will not be required for the period when the Final Progress Report is due.

2. Final Progress Report

On the completion date of the contract, a final progress report shall be provided. This report shall include a summary of the results of the work performed over the entire contract.

3. Annual Management Plan

Fifteen (15) days following each reporting period, an Annual Management Plan shall be provided. The Annual Management Plan details how the Contractor manages each task of the contract. The Annual Management Plan shall discuss the current status of contract tasks, and future plans and priorities for the following contract year.

4. Budget Analysis

On a Quarterly Basis, the Budget Analysis shall be provided.

The Quarterly Budget Analysis shall address the following:

a. Costs per contact for each access channel

b. Cost of staff recruitment

c. Costs of initial training, continuing education and remediation training for staff that require performance improvement analysis of return on investment

d. Costs of supervision, e.g. level of effort and costs associated with performing the supervisory functions on the contract

b. Other Reports/Deliverables

1. Information Security and Physical Access Reporting Requirements

The Contractor shall submit the following reports as required by the INFORMATION AND PHYSICAL ACCESS SECURITY Article in SECTION H of this contract. Note: Each report listed below includes a reference to the appropriate subparagraph of this article.

a. Roster of Employees Requiring Suitability Investigations

The Contractor shall submit a roster, by name, position, e-mail address, phone number and responsibility, of all staff (including subcontractor staff) working under the contract who will develop, have the ability to access, or host and/or maintain a Federal information system(s). The roster shall be submitted to the Contracting Officer's Representative (COR), with a copy to the Contracting Officer, within 14 calendar days of the effective date of the contract. (Reference subparagraph A.e. of the INFORMATION AND PHYSICAL ACCESS SECURITY Article in SECTION H of this contract.)

- 8 -

b. IT Security Plan (IT-SP)

The contractor shall submit the IT-SP within thirty (30) days after contract award. The IT-SP shall be consistent with, and further detail the approach to, IT security contained in the Contractor's bid or proposal that resulted in the award of this contract. The IT-SP shall describe the processes and procedures that the Contractor will follow to ensure appropriate security of IT resources that are developed, processed, or used under this contract. If the IT-SP only applies to a portion of the contract, the Contractor shall specify those parts of the contract to which the IT-SP applies.

The Contractor shall review and update the IT-SP in accordance with NIST SP 800-53A, Guide for Assessing the Security Controls in Federal Information Systems and Organizations, on an annual basis.

(Reference subparagraph D.c.1. of the INFORMATION AND PHYSICAL ACCESS SECURITY Article in SECTION H of this contract.)

c. IT Risk Assessment (IT-RA)

The contractor shall submit the IT-RA within thirty (30) days after contract award. The IT-RA shall be consistent, in form and content, with NIST SP 800-30, Risk Management Guide for Information Technology Systems, and any additions or augmentations described in the HHS-OCIO Information Systems Security and Privacy Policy.

The Contractor shall update the IT-RA on an annual basis.

(Reference subparagraph D.c.2. of the INFORMATION AND PHYSICAL ACCESS SECURITY Article in SECTION H of this contract.)

d. FIPS 199 Assessment

The Contractor shall submit a FIPS 199 Assessment within thirty (30) days after contract award. The FIPS 199 Assessment shall be consistent with the cited NIST standard.

(Reference subparagraph D.c.3. of the INFORMATION AND PHYSICAL ACCESS SECURITY Article in SECITON H of this contract.

e. IT Security Certification and Accreditation (IT-SC&A)

The Contractor shall submit written proof to the Contracting Officer that an IT-SC&A was performed within three (3) months after contract award.

The Contractor shall perform an annual security control assessment and provide to the Contracting Officer verification that the IT-SC&A remains valid.

(Reference subparagraph D.c.4. of the INFORMATION AND PHYSICAL ACCESS SECURITY Article in SECTION H of this contract.)

f. Reporting of New and Departing Employees

The Contractor shall notify the Contracting Officer's Representative (COR) and Contracting Officer within five working days of staffing changes for positions that require suitability determinations as follows:

- 9 -

a. New Employees who have or will have access to HHS Information systems or data: Provide the name, position title, e-mail address, and phone number of the new employee. Provide the name, position title and suitability level held by the former incumbent. If the employee is filling a new position, provide a description of the position and the Government will determine the appropriate security level.

b. Departing Employees: 1) Provide the name, position title, and security clearance level held by or pending for the individual; and 2) Perform and document the actions identified in the "Employee Separation Checklist", attached in Section J, ATTACHMENTS of this contract, when a Contractor/Subcontractor employee terminates work under this contract. All documentation shall be made available to the COR and/or Contracting Officer upon request.

(Reference subparagraph E.2.a-c. of the INFORMATION AND PHYSICAL ACCESS SECURITY Article in SECTION H of this contract.)

g. Contractor - Employee Non-Disclosure Agreement(s) The contractor shall complete and submit a signed and witnessed "Commitment to Protect Non-Public Information

- Contractor Agreement" form for each contractor and subcontractor employee who may have access to non-public Department information under this contract. This form is located at: https://ocio.nih.gov/aboutus/publicinfosecurity/acquisition/Documents/ Nondisclosure.pdf.

(Reference subparagraph E.3.d. of the INFORMATION AND PHYSICAL ACCESS SECURITY Article in SECTION H of this contract.)

2. Training Materials Development

As needed and in accordance with Task 3 of the Statement of Work, the Contractor will review and revise Initial Training modules annually. The NCI Project Officer will determine priorities and delivery schedule for the revision of existing Initial Training modules and for the development of new Initial Training modules. The NCI Project Officer will assign due dates for revisions to Initial Training modules and completion of new modules in accordance with the Ad Hoc deliverable referenced in this schedule.

Continuing Education (CE) modules will be developed in accordance with the Annual Training Plan and submitted to the NCI Project Officer in the quarter prior to the Contractor implementing the CE in the Contact Center.

For the development of Continuing Education modules, the NCI Project Officer must review the concept for the CE module and final document prior to the Contractor implementing the CE in the Contact Center.

3. Annual Training Plan

Forty-five (45) days following each reporting period, an Annual Training plan shall be provided. The Annual Training Plan will describe how the Contractor will identify and meet the learning needs of Contact Center staff for the year. The plan must include training to address content knowledge, skill development, specific performance improvement goals, and continual quality improvement for all points of contact and for services in English and Spanish.

The Annual Training Plan will describe how the Contractor will address training over the course of the year. The Annual Training Plan shall address specific performance improvement goals, continual quality improvement and content knowledge, any skills-specific development, and Spanish language content training.

- 10 -

4. Section 508 Annual Report

Within twenty-one (21) days following each reporting period, a Section 508 Annual report shall be provided. The Contractor shall submit an annual Section 508 report in accordance with the schedule set forth in the ELECTRONIC AND INFORMATION TECHNOLOGY ACCESSIBILITY Article in SECTION H of this contract. The Section 508 Report Template and Instructions for completing the report are available at: http://www.hhs.gov/od under "Vendor Information and Documents."

5. Pilot Projects and/or Health Communication Research Implementation Plan

As needed, the Contractor shall present an implementation plan for training and implementation of pilot projects and/or NCI- approved health communication projects prior to their implementation date.

6. Staff Census Report

On a quarterly basis, a Staff Census Report shall be provided. The census of Contact Center staff shall include, but is not limited to: date of hire, date of departure, and total Full Time Equivalent employees. This report will also include the access channels in which each Information Specialist is skilled.

7. Data: Contact Quality and Call Recording Databases

Contractors use a Contact Quality Database (CQD) and an NCI furnished call recording database to enter scores from quality monitoring. Entry of monitoring data permits management to track performance of each Information Specialist, run performance reports, and identify performance trends, training needs, quality issues, and areas for continuous quality improvement.

8. Performance Improvement Plan

Quarterly, the Contractor will submit a Performance Improvement Plan that that highlights priorities for continuous improvement, specific targets the Contractor plans to meet, and strategies the Contractor will implement as part of the plan.

9. Quality Assurance Staff Acknowledgement Form

On an ad hoc basis, the Contractor shall submit an NCI Contact Center Quality Assurance Staff Acknowledgement Form. All contract staff responding to NCI contacts must sign the form. This form outlines Contractor expectations for quality assurance and NCI's role in quality assurance of Contractors.

10. Quality Assurance Confidentiality Statement

On an ad hoc basis, the Contractor shall submit an NCI Contact Center Quality Assurance Confidentiality Statement. The Contact Center Quality Assurance Confidentiality Statement outlines NCI's expectations for Contact Center Contractors in respect to confidentiality in the use of audio files.

All contract staff designated on the Contact Center shall sign the Contact Center Quality Assurance Confidentiality Statement and return it within fifteen(15) days of employment on the contract.

11. Quality Performance Report

Within fifteen (15) days of the first of each month, the Contractor will provide a monthly consolidated performance report in an executive summary style for the overall Contact Center program. The report

- 11 -should provide consolidated performance reports on a monthly basis (as defined by program and channel) summarizing the operational statistics for individual programs and provide a rollup total of all supported programs; provide performance reports showing trends in chart or graph format; show comparisons month to month; contract year to contract year and; same period previous year.

12. Telephone Performance Report

The Contractor will provide weekly and monthly reports for telephone response service. The weekly report is due the Monday of the subsequent week; the monthly report is due within five days of the completion of the Month. Reports shall contain the following:

a. Total calls offered during report period;

b. Total calls/usage (in minutes) handled by IVR;

c. Total voicemail messages received and transcribed;

d. Total calls handled by agents;

e. Service Level - percentage of calls answered within 20 seconds;

f. Average speed of answer (in seconds);

g. Longest wait before handled (in minutes and seconds);

h. Average talk, wrap-up and handle time (in minutes and seconds) ;

i. Number & percentage of calls abandoned;

j. Average and Longest time to abandon (in minutes and seconds);

k. Number of calls transferred to Customer Agencies;

l. Number of calls escalated to Supervisor;

m. Number of calls requiring callback; and,

n. Any power outages or system outages that have occurred.

13. Email Performance Report

The Contractor shall provide weekly and monthly reports for email response service.

The weekly report is due the Monday of the subsequent week; the monthly report is due within five days of the completion of the Month. Reports for email inquiries must contain the following:

a. Total emails not yet responded to at beginning and end of report period;

b. Total emails received, handled and requiring response during report period;

c. Total emails without email address;

d. Total emails not requiring a response;

e. Total emails forwarded to NCI for response;

f. Total emails forwarded to law enforcement;

g. Total spam/nuisance email;

h. Average email response time (in hours and minutes); and,

i. Total and Percent of emails responded to within one business day.

14. LiveHelp Performance Report

The Contractor shall provide weekly and monthly reports for web chat service. The weekly report is due the Monday of the subsequent week; the monthly report is due within five days of the completion of the Month. The reports must contain weekly, monthly, and fiscal year rollup for all chats, including:

a. Total chat requests submitted during report period;

b. Total chats handled, cancelled and abandoned;

c. Percentage of chats abandoned;

d. Average wait time (in seconds);

e. Longest wait time (in minutes and seconds);

f. Average handle time (in minutes and seconds); and,

g. Average speed of answer.

- 12 -

15. Postal Mail Report

The Contractor shall provide weekly, monthly reports for postal mail service. The reports must contain weekly, monthly, and fiscal year rollup for all postal mail responses. The weekly report is due the Monday of the subsequent week; the monthly report is due within five days of the completion of the Month. Reports must contain the following:

a. Total postal mail inquiries received;

b. Topics of postal mail inquiries received;

c. Disposition of each response (responded by letter, email, phone call); and,

d. Total number of postal mail inquiries responded to within three business days.

16. Social Media Report

The Contractor shall provide weekly, monthly reports for social media responses. The reports must contain weekly, monthly, and fiscal year rollup for all social media responses. The weekly report is due the Monday of the subsequent week; the monthly report is due within five days of the completion of the Month. Reports must contain the following:

a. Total social media comments/inquiries received; and,

b. Topics of social media comments/inquiries received.

17. Quality Monitoring Report

The Contractor shall provide monthly reports on the quality of service achieved for each service type supported (e.g., phone, email, LiveHelp). The reports must contain monthly and fiscal year rollup for each of the reported elements identified below, as well as average percentage obtained by quality indicator trended monthly. Report must include:

a. Number of monitoring sessions conducted for each channel (by language);

b. Average total score by channel and language;

c. Average total score of the evaluated elements for each service type (e.g., phone, email, web chat);

d. Overall average percentage obtained by quality indicator; and,

e. Quality improvement actions and results.

c. Additional Data, Program Information Requests, and Ad Hoc Deliverables

Additonal data, program information requests, and Ad Hoc reports shall be required as requested by the NCI Contracting Officer and/or the NCI Project Officer.

18. Continuity of Operations (COOP)/Disaster Recovery Plan

In order to ensure optimal service to the public, the Contractor shall develop a Continuity of Operations/Disaster Recovery Plan to be delivered to the Government for review, 30 days following contract award. In the context of Continuity of Operations, a "disruption" is defined as an unplanned event that causes the general system or major application to be inoperable for an unacceptable length of time (e.g., minor or extended power outage, extended unavailable network, or equipment or facility damage or destruction). A "disaster" is defined as a major unplanned event that may cause longer term disruption and/or complete closure of service for a longer period of time than a minor disruption. A disaster may include a hurricane, tornado, flood, or major fire destroying the Contractor's facility.

- 13 -

The Contractor shall:

a. Develop and implement a Continuity of Operations/Disaster Recovery Plan for disruptions in service and major disasters. The plan shall include procedures addressing continuity of operations in the event of a disruption of service caused by the Contractor which results in a shutdown or lapse in service for any reason. This is to minimize service disruption to the Government and the public. Outages that are not caused by a major disaster may include system failure, or local network outage at the Contractor facility. Plans and procedures shall ensure that all attended and unattended services are restored to pre-outage performance levels by the Contractor within 4 hours after report or discovery of the outage. The plan shall identify risks as well as steps necessary to prevent reoccurrence of the disruption. The plan shall include an alternate set of steps to minimize the impact should prevention fail. The plan must define the precise steps the Contractor will take to recover as quickly as possible, including recovery procedures for the physical facility, internet connectivity, contact center systems and applications, telecommunication infrastructure at the Contractor's facility, and customer access channels. The plan shall include the Contractor's plan for sufficient redundancy to allow for modified business operations depending on the severity of the disaster.

b. Develop and implement procedures to test the Continuity of Operations/Disaster Recovery plan on a regular basis.

c. The plan requires approval by the Government.

See Schedule of Deliverables for Continuity of Operations/Disaster Recovery Plan requirement.

19. Contact Center Innovation and Strategy Plan

Ninety (90) days following contract award, the Contractor shall provide the Contact Center Innovation and Strategy Plan. Over the life of the contract, it is important to demonstrate innovative communication technologies and strategies to advance Contact Center operations and efficiency.

The Contractor will submit a Contact Center Innovation and Strategy Plan that suggests program enhancements and the use of innovative technology solutions that serve to advance Contact Center operations and efficiency. The plan should provide clear explanations of impact to current operations, the expected additional investment in scope/schedule/cost, if any, and the greater overall value achieved by implementing proposed.

20. Transition Plan/Deliverables

At the completion of the contract, Contractor shall deliver a transition plan, materials, data, documentation, and software developed or used to support contract activities. A delivery schedule for these transition items will be set by the Government prior to the completion date of the contract. The draft transition plan is due 60 days prior to contract expiration and will become final upon approval of the COR.

Formats for the Monthly Progress Report, Final Progress Report, Annual Management Plan, Budget Analysis, Annual Training Plan, Staff Census Report, Performance Improvement Plan, Quality Assurance Staff Acknowledgment Form, Quality Assurance Confidentiality Statement, Continuity of Operations/Disaster Recovery Plan, and additional data, program information requests, and ad hoc reports will be provided by the Government.

- 14 -

SECTION D - PACKAGING, MARKING AND SHIPPING

All deliverables required under this contract shall be packaged, marked and shipped in accordance with Government specifications. At a minimum, all deliverables shall be marked with the contract number and Contractor name. The Contractor shall guarantee that all required materials shall be delivered in immediate usable and acceptable condition.

- 15 -

SECTION E - INSPECTION AND ACCEPTANCE

a. The Contracting Officer or the duly authorized representative will perform inspection and acceptance of materials and services to be provided.

b. For the purpose of this SECTION, Contracting Officer's Representative (COR) is the authorized representative of the Contracting Officer.

c. Inspection and acceptance will be performed at:

National Cancer Institute Office of Acquisitions 9609 Medical Center Drive Room TBD Rockville, MD 20850

Acceptance may be presumed unless otherwise indicated in writing by the Contracting Officer or the duly authorized representative within 30 days of receipt.

d. This contract incorporates the following clause by reference, with the same force and effect as if it were given in full text. Upon request, the Contracting Officer will make its full text available.

FAR Clause 52.246-5, Inspection of Services - Cost-Reimbursement (April 1984).

- 16 -

SECTION F - DELIVERIES OR PERFORMANCE

ARTICLE F.1. PERIOD OF PERFORMANCE

a. The period of performance of this contract shall be from March 1, 2017 through February 28, 2018.

b. If the Government exercises its option(s) pursuant to the OPTION PROVISION Article in Section H of this contract, the period of performance will be increased as listed below:

Option Option Period Option Period 1 12 months Option Period 2 12 months Option Period 3 12 months Option Period 4 12 months Option A Increased Capacity 12 months Option B Increased Capacity 12 months Option C Increased Capacity 12 months Option D Increased Capacity 12 months Option E Increased Capacity 12 months

ARTICLE F.2. DELIVERIES

Satisfactory performance of the final contract shall be deemed to occur upon performance of the work described in the Statement of Work Article in SECTION C of this contract and upon delivery and acceptance by the Contracting Officer, or the duly authorized representative, of the following items in accordance with the stated delivery schedule:

a. The items specified below as described in the REPORTING REQUIREMENTS Article in SECTION C of this contract will be required to be delivered F.o.b. Destination as set forth in FAR 52.247-35, F.o.b. DESTINATION, WITHIN CONSIGNEES PREMISES (APRIL 1984), and in accordance with and by the dates specified below:

Item Description Deliver to Due Date

1. Monthly Progress Report ncibrancheinvoices@mail.nih.gov and COR Within fifteen (15) days of the first of each month

2. Final Progress Report ncibrancheinvoices@mail.nih.gov and COR On the completion date

3. Annual Management Plan ncibrancheinvoices@mail.nih.gov and COR Fifteen (15) days following each reporting period

4. Budget Analysis ncibrancheinvoices@mail.nih.gov and COR Quarterly

5. Roster of Employees

Requiring Suitability Investigations ncibrancheinvoices@mail.nih.gov and COR Within fourteen (14) calendar days of the effective date of the contract

6. IT Security Plan ncibrancheinvoices@mail.nih.gov and COR Within thirty (30) days after contract award and annual thereafter

7. IT Risk Assessment ncibrancheinvoices@mail.nih.gov and COR Within thirty (30) days after contract award and annual thereafter

8. FIPS 199 Assessment ncibrancheinvoices@mail.nih.gov and COR Within thirty (30) days after contract award

9. IT Security Certification and Accreditation ncibrancheinvoices@mail.nih.gov and COR Within three (3) months after contract award and annual thereafter

10. Reporting of New and Departing Employees

COR and CO Within five (5) working days of staffing changes

- 17 -

Item Description Deliver to Due Date for positions that require suitability determinations

11. Contractor - Employee Non- Disclosure Agreements

COR Prior to performing any work under this contract

12. Training Materials Development

COR or Task Leader As needed

13. Annual Training Plan COR or Task Leader Forty-five (45) days following each reporting period

14. 508 Annual report ncibrancheinvoices@mail.nih.gov and COR Within twenty-one (21) days following each reporting period

15. Pilot Projects and Health Comm. Projects Plan

COR or Task Leader TBD

16. Staff Census Report COR or Task Leader Quarterly

17. Data: Contract Quality and

Call Recording Databases COR or Task Leader Weekly

18. Performance Improvement Plan

COR or Task Leader Quarterly

19. Quality Assurance Staff Acknowledgement Form

COR or Task Leader Ad hoc

20. Quality Assurance Confidentiality Statement

COR or Task Leader Ad hoc

21. Quality Performance Report COR or Task Leader Within fifteen (15) days of the first of each month

22. Telephone Performance Report

COR or Task Leader Weekly; Monthly

23. Email Performance Report COR or Task Leader Weekly; Monthly

24. LiveHelp Performance

Report COR or Task Leader Weekly; Monthly

25. Postal Mail Report COR or Task Leader Weekly; Monthly

26. Social Media Report COR or Task Leader Weekly; Monthly

27. Quality Monitoring Report COR or Task Leader Within fifteen (15) days of the first of each month

28. Continuity of Operations/

Disaster Recovery Plan ncibrancheinvoices@mail.nih.gov and COR Thirty (30) days following contract award

29. Contact Center Innovation and Strategy Plan ncibrancheinvoices@mail.nih.gov and COR Ninety (90) days following contract award; Ad hoc

30. Transition Plan/ Deliverables ncibrancheinvoices@mail.nih.gov and COR Sixty (60) days prior to completion of the contract

b. The above items shall be addressed and delivered to:

Addresses Deliverable Item No.

Contracting Officer's Representative (COR) [To be named]

1-23

Contracting Officer (CO) [To be named] Office of Acquisitions (OA)

National Cancer Institute

1-7 & 21-23

- 18 -

ARTICLE F.3. LEVEL OF EFFORT

a. During the period of performance of this contract, the Contractor shall provide TBD direct labor Hours . The labor Hours Include vacation, holiday, and sick leave. These labor Hours Include subcontractor labor Hours .

It is estimated that the labor Hours are constituted as specified below and will be expended approximately as follows:

Labor HOURS

Labor Category

Year 1 Year 2 Year 3 Year 4 Year 5 Year 6 Year 7

Professional Other Professional Support

Totals

ARTICLE F.4. CLAUSES INCORPORATED BY REFERENCE, FAR 52.252-2 (FEBRUARY

1998)

This contract incorporates the following clause(s) by reference, with the same force and effect as if it were given in full text. Upon request, the Contracting Officer will make its full text available. Also, the full text of a clause may be accessed electronically at this address: https://www.acquisition.gov/?q=browsefar.

FEDERAL ACQUISITION REGULATION (48 CFR CHAPTER 1) CLAUSE:

52.242-15, Stop Work Order (August 1989)

Alternate I (April 1984) is applicable to this contract.

https://www.acquisition.gov/?q=browsefar

- 19 -

SECTION G - CONTRACT ADMINISTRATION DATA

ARTICLE G.1. CONTRACTING OFFICER'S REPRESENTATIVE (COR)

The following Contracting Officer's Representative (COR) will represent the Government for the purpose of this contract:

[To be specified prior to award]

The COR is responsible for: (1) monitoring the Contractor's technical progress, including the surveillance and assessment of performance and recommending to the Contracting Officer changes in requirements; (2) interpreting the statement of work and any other technical performance requirements; (3) performing technical evaluation as required; (4) performing technical inspections and acceptances required by this contract; and (5) assisting in the resolution of technical problems encountered during performance.

The Contracting Officer is the only person with authority to act as agent of the Government under this contract. Only the Contracting Officer has authority to: (1) direct or negotiate any changes in the statement of work; (2) modify or extend the period of performance; (3) change the delivery schedule; (4) authorize reimbursement to the Contractor for any costs incurred during the performance of this contract; (5) otherwise change any terms and conditions of this contract; or (6) sign written licensing agreements. Any signed agreement shall be incorporated by reference in Section K of the contract

The Government may unilaterally change its COR designation.

ARTICLE G.2. KEY PERSONNEL, HHSAR 352.237-75 (December 2015)

The key personnel specified in this contract are considered to be essential to work performance. At least 30 days prior to the contractor voluntarily diverting any of the specified individuals to other programs or contracts the Contractor shall notify the Contracting Officer and shall submit a justification for the diversion or replacement and a request to replace the individual. The request must identify the proposed replacement and provide an explanation of how the replacement's skills, experience, and credentials meet or exceed the requirements of the contract (including, when applicable, Human Subjects Testing requirements). If the employee of the contractor is terminated for cause or separates from the contractor voluntarily with less than thirty days notice, the Contractor shall provide the maximum notice practicable under the circumstances. The Contractor shall not divert, replace, or announce any such change to key personnel without the written consent of the Contracting Officer. The contract will be modified to add or delete key personnel as necessary to reflect the agreement of the parties.

(End of Clause)

The following individual(s) is/are considered to be essential to the work being performed hereunder:

Name Title

TBD TBD

ARTICLE G.3. INVOICE SUBMISSION/CONTRACT FINANCING REQUEST AND CONTRACT

FINANCIAL REPORT

a. Invoice Submission/Contract Financing Request, NIH(RC)-1for NIH Cost-Reimbursement Type Contracts are attached and made part of this contract. The Contractor shall follow the attached instructions and submission procedures specified below to meet the requirements of a "proper invoice" pursuant to FAR Subpart 32.9, Prompt Payment.

- 20 -

1. Payment requests shall be submitted to the offices identified below. Do not submit supporting documentation (e.g., receipts, time sheets, vendor invoices, etc.) with your payment request unless specified elsewhere in the contract or requested by the Contracting Officer.

a. The original invoice shall be submitted to the following designated billing office:

National Institutes of Health Office of Financial Management Commercial Accounts 2115 East Jefferson Street, Room 4B-432, MSC 8500 Bethesda, MD 20892-8500

b. One courtesy copy of the original invoice shall be submitted electronically as follows:

1. The Contractor shall scan the original payment request (invoice) in Adobe Portable Document Format (PDF) along with the necessary supporting documentation as one single attachment.

2. Save the single attachment (scanned invoice along with any supporting documentation) in the following format: YourVendorName_Invoice number (e.g., if you are submitting Invoice 123456, save the single attachment as "Ash Stevens_Invoice 123456") [Note: Please do not use special characters such as (#, $, %,*, &, !) when saving your attachment. Only the underscore symbol (_) is permitted.]

3. Transmit the saved single attachment via e-mail to the appropriate branch's Central Point of Distribution. For the purpose of this contract, the Central Point of Distribution is NCI OA Branch E - ncibrancheinvoices@mail.nih.gov. Only one payment request shall be submitted per e-mail and the subject line of the e-mail shall include the Contract Number_ Contract Title_ Contractor's Name_ unique Invoice number

(e.g, HHSN2612XXXXXC_Clinical Genetics Support_Ash Stevens_Invoice 12345) [Note:

The original payment request must still be submitted in hard copy and mailed to the designated billing office listed in subparagraph a, above, to meet the requirements of a "proper invoice." Also, The Contractor must certify on the payment request that the electronic courtesy copy is a duplicate of the original invoice mailed to NIH's Office of Financial Management.]

2. In addition to the requirements specified in FAR 32.905 for a proper invoice, the Contractor shall include the following information on the face page of all payment requests:

a. Name of the Office of Acquisitions. The Office of Acquisitions for this contract is National Cancer Institute .

b. Federal Taxpayer Identification Number (TIN). If the Contractor does not have a valid TIN, it shall identify the Vendor Identification Number (VIN) on the payment request. The VIN is the number that appears after the Contractor's name on the face page of the contract. [Note: A VIN is assigned to new contracts awarded on or after June 4, 2007, and any existing contract modified to include the VIN number.] If the Contractor has neither a TIN, DUNS, or VIN, contact the Contracting Officer.

c. DUNS or DUNS+4 Number. The DUNS number must identify the Contractor's name and address exactly as stated in the contract and as registered in the Central Contractor Registration (CCR) database. If the Contractor does not have a valid DUNS number, it shall identify the Vendor Identification Number (VIN) on the payment request. The VIN is the number that appears after the Contractor's name on the face page of the contract. [ Note: A VIN is assigned

- 21 -to new contracts awarded on or after June 4, 2007, and any existing contract modified to include the VIN number.] If the Contractor has neither a TIN, DUNS, or VIN, contact the Contracting Officer.

d. Invoice Matching Option. This contract requires a two-way match.

e. Unique Invoice Number. Each payment request must be identified by a unique invoice number, which can only be used one time regardless of the number of contracts or orders held by an organization.

f. The Contract Title is:

The National Cancer Institute's Call Center

g. Contract Line Items as follows:

Line Item # Line Item Description

TBD TBD

b. Inquiries regarding payment of invoices shall be directed to the designated billing office, (301) 496-6088.

ARTICLE G.4. PROVIDING ACCELERATED PAYMENT TO SMALL BUSINESS

SUBCONTRACTORS, FAR 52.232-40 (December 2013)

a. Upon receipt of accelerated payments from the Government, the Contractor shall make accelerated payments to its small business subcontractors under this contract, to the maximum extent practicable and prior to when such payment is otherwise required under the applicable contract or subcontract, after receipt of a proper invoice and all other required documentation from the small business subcontractor.

b. The acceleration of payments under this clause does not provide any new rights under the prompt Payment Act.

c. Include the substance of this clause, include this paragraph c, in all subcontracts with small business concerns, including subcontracts with small business concerns for the acquisition of commercial items.

(End of Clause)

ARTICLE G.5. INDIRECT COST RATES

In accordance with Federal Acquisition Regulation (FAR) (48 CFR Chapter 1) Clause 52.216-7 (d)(2), Allowable Cost and Payment incorporated by reference in this contract in PART II, SECTION I, the cognizant Contracting Officer representative responsible for negotiating provisional and/or final indirect cost rates is identified as follows:

Director, Division of Financial Advisory Services Office of Acquisition Management and Policy National Institutes of Health

6011 EXECUTIVE BLVD, ROOM 549C, MSC-7663

BETHESDA MD 20892-7663

These rates are hereby incorporated without further action of the Contracting Officer.

- 22 -

ARTICLE G.6. GOVERNMENT PROPERTY

If this RFP will result in the acquisition or use of Government Property provided by the contracting agency or if the Contracting Officer authorizes in the preaward negotiation process, the acquisition of property (other than real property), this ARTICLE will include applicable provisions and incorporate the HHS Publication, entitled, "HHS Contracting Guide for Contract of Government Property," which can be found at: http://oamp.od.nih.gov/sites/default/ files/appendix_q_hhs_contracting_guide.pdf.

ARTICLE G.7. POST AWARD EVALUATION OF CONTRACTOR PERFORMANCE

a. Contractor Performance Evaluations

Interim and Final evaluations of Contractor performance will be prepared on this contract in accordance with FAR Subpart 42.15. The Final performance evaluation will be prepared at the time of completion of work. In addition to the Final evaluation, Interim evaluation(s) will be prepared Annually to coincide with the Anniversary date of the contract.

Interim and Final evaluations will be provided to the Contractor as soon as practicable after completion of the evaluation. The Contractor will be permitted thirty days to review the document and to submit additional information or a rebutting statement. If agreement cannot be reached between the parties, the matter will be referred to an individual one level above the Contracting Officer, whose decision will be final.

Copies of the evaluations, Contractor responses, and review comments, if any, will be retained as part of the contract file, and may be used to support future award decisions.

b. Electronic Access to Contractor Performance Evaluations

Contractors may access evaluations through a secure Web site for review and comment at the following address:

http://www.cpars.gov http://oamp.od.nih.gov/sites/default/files/appendix_q_hhs_contracting_guide.pdf http://oamp.od.nih.gov/sites/default/files/appendix_q_hhs_contracting_guide.pdf http://www.cpars.gov

- 23 -

SECTION H - SPECIAL CONTRACT REQUIREMENTS

ARTICLE H.1. HUMAN SUBJECTS

It is hereby understood and agreed that research involving human subjects shall not be conducted under this contract, and that no material developed, modified, or delivered by or to the Government under this contract, or any subsequent modification of such material, will be used by the Contractor or made available by the…