P09. Performance Work Statement PWS ChooseVA Sources Sought .pdf

B.2 PERFORMANCE WORK STATEMENT

1. BACKGROUND

Veterans Affairs (VA) Office of Public and Intergovernmental Affairs (OPIA) is responsible for advising the office of the Secretary on media and public relations, as well as providing guidance to the agency. The office consists of media, government and tribal relations professionals who develop and produce messaging and material to tell the story of the Agency both internally and externally.

OPIA helps build and maintain public confidence in VA by positively reinforcing its commitment and readiness to serve America’s Veterans of all generations. OPIA accomplishes this by developing, routinely updating and communicating the Department’s key messages to many audiences through media relations, public affairs, intergovernmental affairs, outreach, and Veteran engagement intended to reach Veterans and their families, other beneficiaries, and other stakeholders.

The Office of Internal Communications is the lead OPIA office charged with improving and spreading internal communications across the enterprise. The goal of the office is to strengthen VA’s internal communications capability and quality so that VA employees are informed about VA and are inspired and engaged to do their best to improve the experience of Veterans and their families.

We know there are great things happening at VA every single day. There is no organization with a more inspiring mission than VAs, and we want to shine a light on people whose inspiration makes a real difference to Veterans, share stories about work that embodies VA’s I CARE values (Integrity, Commitment, Advocacy, Respect, Excellence) and communicate important information to VA employees. We need to make sure VA’s employees are aware of their vital roles in the Department’s change efforts and are engaged in making VA the best it can be for Veterans

2. SCOPE OF WORK

The contractor shall provide strategic and tactical communications support to produce materials and deliverables that will inform the public and employees of the VA on the Secretary’s initiative of ChooseVA. Materials will include videos, logos, digital media products, and other internal and external communications materials (including, but not limited to, roadside billboards, pamphlets, posters, placards, or as needed within the individual task order.) for the ChooseVA campaign. Pamphlet, poster, and placards are design only and will not be printed within this contract. The contractor will provide support services to develop, produce, advertise, and direct the campaign. These advertisements will include, but are not limited to, out-of-home displays (roadside billboards & placards), traditional broadcast television and radio segments. Future optional advertisement placement shall include digital engagement, digital product advertisement placement, and visual and audio production.

The contractor shall provide support in the following areas listed below.

Leadership and Management:

• Support the development of strategic direction for ChooseVA campaign and OPIA internal communications and stakeholder engagement.

• Proactively identify communication needs and recommend support to address those needs.

• Gather inputs from VA and OPIA leaders and key stakeholders to inform products.

• Track, manage execution of ChooseVA strategic and tactical communication projects, and report results of projects.

Product Development:

• Develop, maintain, and manage VA communication products that articulate VA’s purpose, initiatives, status, and achievements in a clear and engaging way (e.g., posters, billboards, digital media, brochures, videos, etc.). This would include leadership management material, blog posts, strategic communications, etc.

Focus on Internal and External Communications: Support OPIA in communicating to internal and external publics. Efforts should be fully integrated with all internal and external communications efforts.

Develop Standardized Products: Create, maintain, and distribute approved materials that can be customized and used for various audiences.

3. CONTRACT TYPE

This is a requirements contract that will contain task orders that will contain firm fixed price and time and material hybrid.

4. PERIOD OF PERFORMANCE

The Period of Performance will be a 60-month ordering period.

5. PLACE OF PERFORMANCE

The tasks under this PWS shall be performed at the contractor’s site(s). Future production requirements may need additional sites to include other department facilities.

6. TRAVEL

The Government does anticipate travel under this effort. The travel locations will be identified and provided to the Contractor no less than 14 calendar days prior to the start of expected travel. Travel must be pre-approved by the Contracting Officer’s Representative (COR) and will be reimbursed in accordance with the Federal Travel Regulations and Federal Acquisition Regulations (FAR) 31.205-46. Each contractor invoice must include copies of all receipts that support the travel cost claimed in the invoice. Local travel within 50-mile radius from the contractor’s facility will not be reimbursed. This includes travel, subsistence, and associated labor charges for travel time. General and Administrative (G&A) expenses associated with travel will not be reimbursed. Travel performed for personal convenience and daily travel to and from work at the Contractor’s facility will not be reimbursed. The COR will document his/ her pre-approval in writing. Contractor and subcontractors deviating from this may have certain travel expenses declined.

7. TASKS STATEMENT

7.1 REPORTING REQUIREMENTS

The Contractor shall provide the Contracting Officer’s Representative (COR) with Bi-weekly Progress Reports in electronic form in Microsoft Word or Microsoft Excel. The reports shall include detailed instructions/explanations for each required data element, to ensure that data is accurate and consistent. These reports shall reflect data as of the last day of the preceding period.

The Bi-weekly Progress Reports shall cover all work completed during the reporting period and work planned for the subsequent reporting period. The report shall also identify any problems that arose and a description of how the problems were resolved. If problems have not been completely resolved, the Contractor shall provide an explanation including their plan and timeframe for resolving the issue. The vendor shall immediately notify the COR and Contracting Officer of any problems that require resolution.

It is expected that the Contractor shall maintain communication with VA accordingly so that any arising issues are transparent to both parties to prevent escalation of outstanding issues. The Bi-weekly Progress Reports shall document coordination between Task Orders that support ChooseVA Campaign. The bi-weekly progress reports shall provide the status of media and graphics deliverables for the ChooseVA Campaign, updates on the effectiveness of advertisements that were previously placed, updates on audience demographic and impression information, and weekly advertisement strategy updates which address ad placement location and duration.

Deliverables:

A. Bi-Weekly Progress Reports

7.2 DEVELOP AND PROMOTE COMMUNICATIONS CAMPAIGNS (CHOOSE VA)

The contractor shall distribute through traditional and new media markets advertisement products approved by VA.

For the advertisement campaign, the contractor shall develop and implement an Advertisement and Communications plan.

• The Advertisement and Communications Plan shall outline a strategy to purchase advertisement space in the 35 major media markets, nationally, or in local media markets as required by the VA to distribute the various products that highlight and inform Veterans and the public of the services and employment opportunities available to them within VA. Task orders will further define the media market to focus on as needed.

• The Advertisement and Communications Plan shall reflect best practices in strategic communications and include an overview of the campaign with goals and objectives, key campaign themes and messages, a description of the strategies, a list of the tactics, an action plan/timeline for implementation, a workable call to action, and a description of the measurement and evaluation tools that will be used to evaluate the campaign as it progresses.

• The Advertisement and Communications Plan shall include a strategy for placing communications products/ material and key VA personnel into outreach and advertising venues to support branding awareness. The advertisement placement shall include the use of broadcast and cable television, radio, digital media, print and out-of-home advertisements and earned media. Contractor shall prepare statements on advertising buys, placement strategies, and develop strategic placement opportunities where possible to include indirect media placements.

Upon approval and acceptance of the Advertisement and Strategic Communications Plan for the ChooseVA campaign, the contractor shall implement the plan by creating, developing, organizing, writing, editing, designing, and producing and managing the full range of communications tactics, strategies, events, and products required to fulfill the goals and objectives of the plan. All content, including video and graphics, shall be compliant with Section

508. If there is a significant change in the advertisement plan, on order, the contractor shall provide revised Advertisement and Strategic Communication Plan. The revised plan, if required, will comply with the previously stated criteria.

The contractor shall design and produce print ads for placement in various print outlets. These print outlets may include traditional print newspapers, magazines, or out-of-home. The print ad deliverable shall include developing, organizing, writing, editing, designing, and producing products for traditional and digital advertising and outreach.

The contractor shall provide advertisement placement management service throughout the performance of this task order. This shall include assessments and a dashboard type-tracking program(s) (or other analytical tools) to determine effectiveness of the advertisements and outreach placements over the duration of the contract and will be updated monthly. The contractor shall monitor the paid media and gather and present metrics to evaluate the success of each advertisement for the campaign and adjust strategies as needed to maximize the return on investment (including audience demographics, penetration, effectiveness as measured in various areas such as information from media outlets).

VA may require an optional Advertisement Placement Management for Targeted Campaigns that may be exercised under Optional Deliverable 7.2. G. In the case of targeted campaigns, the contractor shall provide the same type of advertisement placement management service as described in the paragraph above, but separately manage and track for each targeted campaign as identified when exercised. The management will cover only the period the campaign runs.

The contractor shall provide marketing templates for the six different types of advertisement and outreach products: (1) Out of Home; (2) Radio; (3) broadcast television; (4) digital (internal and external, including social media); (5) cable television; (6) traditional print. The deliverable will be due to the government not less than 30 days prior to the first advertisement purchase for the category. The contractor will provide an update template no more than 180 days from date of the initial template. The updated template will include actual advertisement placement effectiveness and performance as compared to planned (or anticipated) effectiveness and performance. The Marketing Template deliverable shall describe the execution of the COR approved Advertising and Communications Plan including management of the full range of communications tactics, strategies, events, and products outlined in the plan.

The contractor shall purchase advertisement space on all available media outlets including broadcast and cable television, radio, print, out-of-home advertisements and digital/social media. Any advertisement space purchased under this task must be a part of the Advertisement and Strategic Communications Plan.

The contractor shall negotiate and purchase paid advertising utilizing a not-to-exceed amount that has been allocated to impact targeted audiences. Paid media will be reimbursed at cost.

The task order includes an OPTIONAL deliverable (7.2 F) that will be exercised if the Government determines additional advertisement placements are required.

Deliverables:

A. Advertisement and Strategic Communications Plan B. Updated Advertisement and Strategic Communications Plan (OPTIONAL) C. Print Ads for External Use Development (print and digital media formats required) D. Advertisement Placement Management E. Advertisement Placement Management for Targeted Campaigns (OPTIONAL) F. Marketing Templates G. Advertising Placements (media buying) H. (OPTIONAL) Advertising Placements (media buying)

7.3 DESIGN, PRODUCE AND DISPLAY VIDEOS AND PHOTOGRAPHS

The Contractor shall shoot, edit, produce and deliver complete, edited, broadcast quality and distribution-ready videos to be used both internally and externally to the VA. Videos will be displayed online and in commercial broadcast television settings. Contractor shall develop, produce and distribute a series of High-Definition (HD) videos (quality shall be equal to or better than High Definition 1920 x 1080; 59.94i; 50 Mbps; 10-bit) similar in the digital cinema style to the videos on MaketheConnection.net and ChooseVA.gov. Emphasis on camera quality, camera sensor size and technology, frame rate, camera movement (use of handheld, dollies, sliders, jibs, gimbals, etc.) and camera lens choice. In order to ensure the campaign includes products of the highest quality that feature actual Veterans, when practicable; minimizes use of stock images and video; and provides optimal cohesion across all media, photographs and videos utilizing original shooting will be produced. Videos must, through powerful visuals and narrative, depict the positive impact of VA on Veterans, build awareness, and promote benefit utilization.

For the video deliverables, a “Full-Length Video” shall be 181 to 240 seconds long, a “Medium Length Video” shall be 61 to 180 seconds long, and a “Short Video” shall be no more than 60 seconds long.

The contractor and VA will collaborate on the topic and storyline for each video. These videos shall be similar in style to the testimonial videos currently hosted on the ChooseVA video gallery at choose.va.gov/outreach-portal/videos. The videos should be first-person testimonials from fellow Veterans (and in some cases family members/survivors). They will illustrate success stories of Veterans who have had their lives changed for the better after accessing/using VA benefits and services, describing in their own words the VA benefits they’ve utilized and the impact on their lives.

Full-length videos will be based on the most compelling interviews and will be shot and designed to fulfill the following goals: engage and inform Veterans using compelling stories which motivates a large number of un-enrolled Veterans to visit the ChooseVA website and www.va.gov websites and encourage them to apply for VA benefits and services. Distribution channels may include but are not limited to Facebook, X, YouTube, blogs, email, and websites including www.choose.va.gov as well as other advertising and outreach channels. These videos shall include a substantial amount of b-roll illustrating the subject’s life in multiple settings.

https://choose.va.gov/outreach-portal/videos http://www.va.gov/ http://www.choose.va.gov/

These videos should be similar in style to youtube.com/watch?v=_TgOctYRnLg, youtube.com/watch?v=rtojMzrfgRY.

All full-length videos must be documentary-style, portraying actual stories. No actors are to be utilized. Messaging shall accurately depict the benefits and services being portrayed.

Still photographs of the Veterans and family members shall be captured for use in these testimonial videos, advertisements, websites, and other products. Photos shall include multiple versions with subjects both in front of a backdrop and in natural settings.

Personal photographs of interview subjects shall be collected and scanned onto a drive on the day of the shoot for integration into products. Examples of the quality of work required are incorporated on the ChooseVA website and used in the outreach materials and videos available on that site.

Public Service Announcements (PSA)

The PSA shall be a 60 second video shot in alignment with pre-approved scripts and storyboards and may show a Veteran actor(s) as well as his or her family at a VA facility and/or in a home setting. In addition to the 60 second version, 30 and 15 second cut-downs of the video will be delivered.

A photographer will participate in the sessions to capture high-quality still shots of the scenes, headshots, and additional photos of the individuals participating in the video shoots. This will allow the campaign to reinforce video messaging by using the same images in other digital and traditional media and outreach materials. Examples of videos in this PSA style produced by VA are youtube.com/watch?v=Oe_UTAFtZk0 and youtube.com/watch?v=WPRNp3x_-yg.

Final Products

Photographs of Veterans will be specified at the task order level. The contractor shall deliver photographs of each Veteran selected for each photoshoot. The photographs shall be shot against a minimum of three different backgrounds, including against a backdrop or green/blue screen for keying.

All completed and approved videos are due at a date to be determined within the individual task orders. The Contractor must develop a plan, propose topics and locations, conduct casting, production, scripting and post-production in close collaboration with VA. Written approval is required during each stage from initial concept through post-production.

Photographs and videos must represent the diversity of the Veteran and Service Member populations to include branches of service, gender, ethnicity, etc. Veteran stories and experiences must represent a variety of VA benefits and services.

The videos shall be compliant with Section 508 of the Americans with Disability Act and must include closed captioning, both English and Spanish, which includes descriptive captioning.

Video must be broadcast quality and produced and delivered with format standards capable of being nationally broadcast. In addition to the delivery of final versions and camera originals, contractor shall deliver a “clean” or “textless” video version of all deliverables with “split” or “discrete” audio of all final versions to enable modifications of all video content. The clean version will be submitted to the government at the close of the performance period or upon https://www.youtube.com/watch?v=_TgOctYRnLg https://www.youtube.com/watch?v=rtojMzrfgRY https://www.youtube.com/watch?v=Oe_UTAFtZk0 https://www.youtube.com/watch?v=WPRNp3x_-yg request during the period of performance. In accordance with VA Data Rights Clause, consistent with FAR Clause 52.227-14, final versions shall be posted on the VA website as required, or distributed as required, by VA project manager or contracting officer’s representative. Additional duplication of videos shall be reimbursed as ODCs.

Videos shall meet or exceed in quality, technique and creative execution, the following example:

I CARE – Through Veterans’ Eyes: https://youtu.be/wJvMIb6uO4E

Deliverable:

A. Medium length non-testimonial video B. Full length non-testimonial video C. Additional media and video development D. Medium length testimonial video E. Full length testimonial video F. Medium length testimonial video with b-roll G. Full length testimonial video with b-roll H. Storyboard and script for PSA I. PSA video J. Photoshoot resulting in edited photographs of each participant K. Hard drive with raw and edited graphics, video footage and still photos

7.4 Employee focused Outreach Campaign

The contractor shall develop content and materials to support internal campaigns that inform and inspire VA employees about the critical work happening at VA and the important role each employee plays in connecting Veterans with the benefits they have earned through their service.

Content and materials will include a toolkit with items such as a poster, brochure, factsheet, newsletter article, digital graphics, templated content for customization at different facilities.

Contractor will also review a current toolkit and recommend updates and/or the creation of additional toolkit elements. Any updates recommended and agreed upon after the review, will be created and delivered, along with the creation of any additional elements recommended. All elements will be delivered to VA at a date to be determined when the task orders are issued for publishing on the ChooseVA website, the VA intranet, and/or other sites.

Deliverable:

A. Campaign plan/strategy B. Articles C. Toolkit for internal campaign D. Toolkit review, updates, and additions

8. DELIVERY SCHEDULE

Task Description of Services Quantity Unit Delivery Date

7.1 Reporting Requirements

7.1 A

Weekly Targeted Campaign Progress Reports

OP 2: 14

OP 3: 52

OP 4: 52

EA

Weekly https://youtu.be/wJvMIb6uO4E

7.1 B Bi-weekly Progress Reports 26 EA Bi-Weekly

7.1.1 Contractor Project Management

7.1.1 Contractor Project Management Plan

EA 4 Calendar days after contract award/option effective date

7.2 Develop and Promote Communication Campaigns (ChooseVA)

7.2 A

Advertisement and Strategic Communications Plan

EA 25 days after

Kickoff/option effective date

7.2 B

Updated Advertisement and Strategic Communications Plan

(OPTIONAL)

25 days after option Exercised

7.2 C

Print Ads for External Use Development

EA To be determined after contract award

7.2 D

Advertisement Placement Management

MO Ongoing

7.2 E

Advertisement Placement Management for Targeted Campaigns

(OPTIONAL)

OP 3:6

OP 4.6

Ongoing

7.2 F

Marketing Template – 6 initials, 7 updated (Option Period 2)

Market Template – 6 Initial, 6 update (Option Period 3 & 4)

Initial: No less than 30 days prior to the first ad purchase;

Updated: No more than 180 days from date of initial template.

7.2 G Advertising Placements 1 NTE Ongoing

7.2 G.1

Advertising Placements

(OPTIONAL)

NTE

Ongoing

7.2 G.2

Advertising Placements

(OPTIONAL)

NTE

Ongoing

7.2 G.3

Advertising Placements

(OPTIONAL)

NTE

Ongoing

7.3 (OPTIONAL) Design, Produce and Display Videos (Choose VA)

7.3 A YouTube Videos (OPTIONAL) 20

EA To be determined when exercised

7.3 (B) Blog/Social Media Videos

(OPTIONAL)

EA To be determined when exercised

7.3 (C) Additional Media and Video Development (OPTIONAL)

OP 3:4

OP 4:4

EA To be determined when exercised

7.3 (D) Medium Length Testimonial Video (OPTIONAL)

To be determined when exercised

7.3 (E) Full Length Testimonial Video

(OPTIONAL)

EA To be determined

7.3 (F)

Medium length testimonial video with b-roll (OPTIONAL)

To be determined

7.3 (G)

Full Length Testimonial Videos with b-roll (OPTIONAL)

EA To be determined when exercised

7.3 (H) Storyboard and script for PSA

(OPTIONAL)

EA To be determined when exercised

7.3 (I) PSA Video and cut downs

(OPTIONAL)

EA To be determined when exercised

7.3 (J)

Photoshoot resulting in a minimum of 50 edited photographs of each participant (with an average of 24 participants), shot against different backgrounds including a green/blue screen (Optional)

EA

To be determined when exercised

7.3 (K) Hard drive with raw and Edited Graphics

EA To be determined

7.4 Employee Focused Outreach Campaign

7.4 (A) Campaign plan/strategy

(OPTIONAL)

when exercised

7.4 (B) Articles (OPTIONAL) 10 EA To be determined when exercised

7.4 (C) Toolkit for Internal Campaign

(OPTIONAL)

EA To be determined when exercised

7.4 (D) Toolkit Review, Updates and Additions (OPTIONAL)

9. OTHER DIRECT COSTS

Other Direct Costs (ODCs) are costs associated with campaign material placement in media and digital outlets. These costs will be pre-approved by the CO and COR and reimbursed at cost. No General and Administrative (G & A) fees will be reimbursed in addition to these costs.

All receipts must be included with the invoices.

10. EXPERIENCE KEY PERSONNEL PROGRAM MANAGER

Offerors or their personnel shall have a minimum of 10 years of experience in strategic communication strategy development, consulting, training, and best practices; a minimum of 8 years’ experience in graphic design; and a minimum of 10 years’ experience in digital video production, producing, non-linear video editing and videography. Three samples of recent work (within the past two years) must be provided to the Government to demonstrate the offerors graphic design capabilities.

11. QUALITY ASSURANCE SURVEILLANCE PLAN

The Government shall evaluate the contractor's performance in accordance with the Quality Assurance Surveillance Plan (QASP). This plan is primarily focused on what the government must do to ensure the contractor has performed in accordance with the performance standards.

It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable defect rates.

11.1 METHODS OF SURVEILLANCE

Various methods exist to monitor performance. The COR shall use any or several of the surveillance methods listed below in the administration of this QASP.

1. 100% Inspection (evaluates all outcomes) - Each month, the COR shall review all the contractor’s performance/generated documentation and document results accordingly.

This assessment shall be placed in the COR’s QA file.

2. Random Sample - The COR shall review a random sampling of the contractor’s performance/generated documentation and document results accordingly. This assessment shall be placed in the COR’s QA file.

3. Validated Customer Complaint or Validated Below Average ALP in a Specific Area - Each month, the COR shall review the contractor’s performance/generated documentation corresponding to a validated customer complaint or validated inability to perform in accordance with the ALP in a specific area and document results accordingly.

This assessment shall be placed in the COR’s QA file.

11.2 FREQUENCY OF MEASUREMENT

During task order performance, the COR will periodically analyze whether the negotiated frequency of surveillance is appropriate for the work being performed, and at a minimum shall be twice a year.

11.3 ACCEPTABLE PERFORMANCE LEVELS (APLS)

Requirement Performance

Standard Surveillance

Method Outcome

PROJECT

MANAGEMENT,

MILESTONES,

AND

SCHEDULE

a. Notifies customer of potential problems 90% of the time.

100% Inspection of agreed upon milestones per the approved

CPMP

Notification occurs within two business days of potential issue when known in advance or within 24 hours of urgent problems, where less than two business days exist

b. Submits Deliverables in accordance with the deliverable schedule with no more than five incidents of performance slippage

100% Inspection of deliverables

No more than five incidents of performance schedule slippage

WRITTEN

COMMUNICA-

TIONS

The contractor shall use correct English grammar, punctuation, and spelling;

communicate information in a succinct

Random Sampling

Written communication is consistently error-and organized manner; and produce written information that is appropriate for and easily understood by the intended audience. The writing in communications products shall comply with the highest editorial standards for clarity, language, logical organization, and style as described by leading authorities in writing, such as the Elements of Style by William Strunk, Jr., and E.B. White; and in Purdue University’s online writing lab (OWL) Web site under Journalism and Journalistic writing:

https://owl.english.purdue.edu/owl/reso urce/735/1/.

The writing in communications products shall meet Associated Press Style (available on Amazon at:

http://www.amazon.com/s/ref=nb_sb_n oss_2?url=search-alias%3Daps&field-keywords=AP+style ) guidelines, as well as VA and HR&A style guidelines.

Communications products shall not contain more than a combined total of three grammatical, punctuation or style errors per every 1,000 words of text.

Further, sentences should be written in active voice a majority of the time.

On https://readability-score.com, complex written communications (such as letters to the Secretary, senior leaders or Congress) shall have a minimum Flesh-Kincaid Reading Ease score of 45 and a maximum 11th grade average-grade-level score (which is the average score for the five grade level scores/indexes assessed on the readability-score site);

On https://readability-score.com, written communications for a more general audience (such as blog content or newsletter articles to all VA employees) shall have a minimum Flesh-Kincaid Reading Ease score of 60 and a maximum 8th grade average-grade-level score. As excellence in free and clear and concise, so the message is easily understood by others.

https://owl.english.purdue.edu/owl/resource/735/1/ https://owl.english.purdue.edu/owl/resource/735/1/ http://www.amazon.com/s/ref=nb_sb_noss_2?url=search-alias%3Daps&field-keywords=AP+style http://www.amazon.com/s/ref=nb_sb_noss_2?url=search-alias%3Daps&field-keywords=AP+style http://www.amazon.com/s/ref=nb_sb_noss_2?url=search-alias%3Daps&field-keywords=AP+style https://readability-score.com/ https://readability-score.com/ communications is subjective, communications also must meet standards of and be approved by OPIA Director of Internal Communications and/or OPIA Executive Director.

Content shall be accurate and relevant, as verified by VA subject-matter experts.

GRAPHIC

COMMUNICA-

TIONS

Graphics should be visually interesting and designed to capture the attention of the target audiences. Graphics shall meet industry best practices for good graphic design as described in Universal Principles of Design, Revised and Updated by William Lidwell and Kristina Holden. Graphics also shall meet standards as expressed in the VA Graphics Standards Guide:

http://vaww.va.gov/6102/graphicstandar ds/VA_508_GraphicStandardsGuide_0 13113.pdf.

Random sampling

Graphics should be visually interesting and designed to capture the attention of the target audiences.

Graphics shall meet industry best practices for good graphic design.

CUSTOMER

SUPPORT

Courteous and professional interactions to receive and fill task order deliverables and in providing order status. Customer (VA) support satisfaction, having no more than 5 incidents of dissatisfaction.

Customer Feedback and Complaints based on interactions with the contractor

Customer problems are resolved within the same business day; no more than 5 incidents spent by Government personnel in providing corrective feedback on unacceptable customer service/ professionalism

SECTION 508

COMPLIANCE

90% of contractor submissions accepted by VA 508 Compliance Office the first time.

100% of compliance packages are accepted by VA Section 508 Program Office on revised submission.

Communications products shall comply with the Section 508 Amendment to the Rehabilitation Act of 1973

11.4 DOCUMENTING PERFORMANCE

The Contractor’s performance on this task order will be reported on an annual; basis to the Contractor Performance Assessment Reporting System (CPARS). Poor performance may result in issuance of a Contractor Discrepancy Report (CDR), as outlined in Section 5.2 of the IDIQ contract. The CO and COR will make use of information from CDRs, as well as any additional knowledge and information available to them with respect to the contractor’s performance, to http://vaww.va.gov/6102/graphicstandards/VA_508_GraphicStandardsGuide_013113.pdf http://vaww.va.gov/6102/graphicstandards/VA_508_GraphicStandardsGuide_013113.pdf http://vaww.va.gov/6102/graphicstandards/VA_508_GraphicStandardsGuide_013113.pdf complete the CPARS. The Government will not pay for services that do not conform or do not meet performance standards or have not been properly rendered. The contractor will be given an opportunity to correct non-conforming services at no cost to the Government if the services are non-conforming or the contract requirement is unacceptable.

Tasks performed shall be of a non-personal nature. VA organizations will not provide supervision of contractor personnel. Contractor personnel shall at no time allow an employer-employee relationship to develop with VA organizations or their staff. VA organizations will refrain from any activities that create the appearance of such a relationship.

Contractors shall not perform inherently governmental functions including decision-making, supervision of Government employees, supervision of other contractors on other contracts, and activities that create the appearance of performing such functions.

NOTE: Deliverables marked with “(optional)” shall be included in the proposal and will be considered Optional CLINs that will be executed at the Government’s discretion.