Performance Work Statement DRAFT.pdf

Performance Work Statement: DLA Public Website Redesign

1. General

1.1. This is a non-personal services contract to provide the Defense Logistics Agency

(DLA) Office of Public Affairs with contractor support to redesign the agency’s public website and portions of the agency’s intranet website.

2. Background

2.1. DLA Public Affairs intends to change focus, restructure content and improve access to the Defense Logistics Agency public and internal websites so customers outside the organization can better find the resources and information they need. With hundreds of ways in which DLA serves its customers by procuring products and services, there needs to be a relatively simple way to discover right resources to work with the agency. It should be easy for customers to find what they need on the website.

The current content, navigation and structure of the website is arranged according to how the agency is structured, and not necessarily how customers would intuitively seek the information for themselves. Some current public information needs to be rearranged, reformatted, condensed or moved to an internal website for employee use. The structure of the public website needs to closer align with industry best practices and best practices from highly rated government website like the Social Security Administration or Internal

Revenue Service websites.

3. Scope of Work

3.1. An assessment will determine whether a complete redesign and/or a realignment is required, and the extent of any potential changes. The assessment will take no longer than six months and will:

3.1.1. Provide an inventory of which pages on the public website need to move and which pages need alternate access points to provide more intuitive customer navigation. The inventory will be a written overview as well as a briefing.

3.1.1.1. The reasons for decisions will be based on DLA’s Customer

Interaction Center feedback, DLA’s Customer Engagement team feedback, Site Gauge website analytics, ForeSee survey response data, Search.gov search engine results, and industry best practices.

3.1.1.2. The inventory will detail:

3.1.1.2.1. The page location (URL)

3.1.1.2.2. The page title

3.1.1.2.3. The page owner at the office level

3.1.1.2.4. The page owner at the individual level (if available)

3.1.1.2.5. The page’s last-known review date

3.1.1.2.6. Notes flagging the page for review on the basis of:

3.1.1.2.6.1. Too little content

3.1.1.2.6.2. Too much content

3.1.1.2.6.3. Disorganized content

3.1.1.2.6.4. Content that has not been reviewed in the past

three years

3.1.1.2.6.5. Similar content/mission as other pages

3.1.1.2.6.6. Unwieldy or impractical page organization

(e.g., too many pages deep in a structure, too unintuitive to assume a layperson would navigate to it, etc.)

3.1.1.2.6.7. Content is only relevant to internal DLA

operations and not needed by the general public

3.1.1.3. The assessment of the inventory will include:

3.1.1.3.1. A summary of pages flagged for review in the inventory

3.1.1.3.1. Common themes or issues noticed in the inventory

3.1.1.3.3. Specific current areas of the website that will need more attention to improve than others

3.1.1.3.4. Recommendations and reasons behind the

recommendations for areas of the website that will require a redesign (major changes to pages and navigation/organization) or realignment (minor changes to pages and navigation/organization)

3.1.1.3.5. Recommendations for any pages that should move from the public website to the DLA Today intranet

3.1.2. Propose a new public website redesign plan with organizational structure and/or new navigation for pages in their existing organizational structure. The proposed plan will be a written plan as well as a briefing.

3.1.2.1. This will be based on DLA’s Customer Interaction Center feedback, DLA’s Customer Engagement team feedback, Site Gauge website analytics, ForeSee survey response data, Search.gov search engine results, and industry best practices.

3.1.2.2. The plan will outline:

3.1.2.2.1. Proposed organizational structures for all public website pages.

3.1.2.2.2. Proposed changes to navigation to make finding sitewide content more intuitive.

3.1.2.2.3. Proposed changes to homepages and high-level pages to improve navigation and ease of use.

3.1.2.2.4. Proposed changes to specifically requested areas of the website to standardize function, reduce overall page or content footprints, and/or make searching and sorting information easier for customers.

3.1.2.2.5. Proposed organization for pages that will be moving from the public website to the DLA Today intranet.

3.1.2.2.6. Proposed approach to alter content or navigation for existing pages in a way that will minimize customer first-time and returning customer impact.

3.1.2.2.7. Proposed timelines and milestones for accomplishing redesign goals.

3.1.3. Propose a milestone timeline by which all work associated with the inventory and the assessment will be completed.

3.2. Redesign and/or realignment of website content to align with the approved proposal and timeline developed during the previous agreed upon assessment. Redesign or realignment begins immediately after DLA Public Affairs has agreed to the proposed plan. Actions during redesign and/or redevelopment include:

3.2.1. Using the American Forces Public Information Management System

(AFPIMS) content management system for the public website, and in alignment with the DLA-provided website standards document guidelines:

3.2.1.1. Creation and deletion of pages and modules on pages to align with the approved assessment structure.

3.2.1.2. Movement of modules and content between new and/or existing

3.2.1.3. Adjustment of links across pages and navigation menus to reflect changes to the organizational structure.

3.2.1.4. Uploading, re-uploading and re-linking images and documents impacted by page creation, deletion and movement.

3.2.1.5. Layout of modules on pages.

3.2.1.6. Inclusion of any requested pages into the Search.gov “best bets” suggested results.

3.2.1.7. Applying relevant page description and keyword information to page settings for search engine optimization purposes.

3.2.1.8. Establishing alternate URLs using the AFPIMS page settings for any moved pages, such that if there are any pages moved or deleted, their

URLs will redirect to equivalent or updated pages in the new structure.

3.2.1.9. Altering the page template settings for each page using the pre-built AFPIMS page template with breadcrumbs for navigation. Pages with modules using alternate module container styles that change as a result of the page template update must have those modules’ settings restored to their original container styles.

3.2.1.10. Proposing plain language edits to any adjusted pages with content that makes layperson navigation or content comprehension difficult.

3.2.1.11. Working with existing DLA content managers to develop, redevelop and implement AFPIMS-based tools and pages.

3.2.1.11.1. Pages will with non-standard coding will be converted to function using AFPIMS-approved modules and coding, minimizing the use of custom coding. Any non-standard code must be documented and re-creatable by other AFPIMS-trained users.

3.2.1.11.2. Pages and content on pages will be condensed so as to reduce the overall number of pages in a given organizational structure, while still retaining functionality.

3.2.1.11.3. Content on related DLA websites that is meant for public use that is not currently on the AFPIMS content management system will be copied, organized and integrated into

AFPIMS.

3.2.1.11.4. Links, documents, images and other files that are impacted by changes to content, pages, modules or organization will be updated to ensure function.

3.2.1.11.5. Use of modules, processes or organization systems differing from what the content managers were previously using will be documented for DLA content managers to reproduce in the future.

3.2.1.12. Readjustment of pages, modules and content following review and feedback from the COR and the content manager of the page.

3.2.2. Working with DLA Information Operations team that manages the DLA

Today SharePoint intranet content management system to determine what areas of

DLA Today will require coordination with their team to accomplish. A designation of roles, responsibilities, scope and areas of the DLA Today intranet that the Public Affairs-contracted workforce can do work in will be required. The following work will require adherence with any DLA Today styles and standards to be outlined by DLA Information Operations:

3.2.2.1. Creation and deletion of pages and web parts on pages to align with the approved assessment structure.

3.2.2.2. Movement of web parts and content between new and/or existing

3.2.2.3. Adjustment of links across pages and navigation menus to reflect changes to the organizational structure.

3.2.2.4. Uploading, re-uploading and re-linking images and documents impacted by page creation, deletion and movement.

3.2.2.5. Layout of web parts on pages.

3.2.2.6. Addition of any created pages to the Useful Links resource list.

3.2.2.7. Documentation on any customization to web parts in such a way that DLA employees can use the documentation to recreate, add to, and edit the work performed.

3.2.2.8. Readjustment of pages, web parts and content following review and feedback from the COR/COTR and the content manager of the page.

3.3. Maintenance and outstanding actions may need to be performed after the assessment and redesign periods conclude. Actions determined at the end of a contract year that require continued support for maintaining previously performed work, or for related projects uncovered during the redesign phase include:

3.3.1. Additional pages or content created in the course of doing business during the time that work on website redesign actions described Section 3.2. was taking place.

3.3.2. Additional pages or content created in specifically addressed focus areas in the course of doing business during the time that work on website redesign actions described in Section 3.2.1.11. was taking place.

3.3.3. Regular maintenance needed to keep previously performed work functional given ongoing updates to the content management system platform.

3.3.4. Regular maintenance needed based on DLA stakeholder and customer feedback to previously performed work.

3.4. Written reports will be submitted by noon Eastern Time Friday on a weekly basis, outlining overall progress made over the previous week and planned work for the following week. Any changes in reporting topics will be discussed between the contractor and the COR at least one week before any potential changes occur. Any deviation from the weekly schedule will be discussed between the contractor and the COR at least one week before any potential changes occur. Contents of the weekly report include:

3.4.1. A list of tasks accomplished since the previous update

3.4.2. A list of tasks in progress

3.4.3. Notes highlighting specific actions or progress made to accomplish ongoing tasks

3.4.4. A list of tasks likely to be worked on in the upcoming week

3.4.5. A list of outstanding requests from the COR awaiting contractor action

3.4.6. A list of outstanding requests from the contractor requiring COR action

3.5. Written reports will be submitted by noon Eastern Time on the first business day of the month on a monthly basis, outlining overall progress made over the previous month and planned work for the following month. Any changes in reporting topics will be discussed between the contractor and the COR at least one week before any potential changes occur. Any deviation from the monthly schedule will be discussed between the contractor and the COR at least one week before any potential changes occur. Contents of the monthly report include:

3.5.1. A list of major tasks accomplished during the month. Examples, images or charts to be included as necessary to convey the information

3.5.2. A list of major tasks currently in progress

3.5.3. A list of major tasks upcoming in the next month

3.5.4. A timeline of major project milestones and the where the project stands based on current progress

3.2.4.5. Current or foreseen challenges requiring DLA leadership assistance

3.6. IT Accessibility Requirements

3.6.1. Provide an Accessibility Conformance Report (ACR) for each commercially available Information and Communication Technology (ICT) item offered through this contract. Create the ACR using the Voluntary Product

Accessibility Template Version 2.1 or later, located at https://www.itic.org/policy/accessibility/vpat.

3.6.1.1. Complete each ACR in accordance with the instructions provided in the VPAT template.

3.6.1.2. Each ACR must address the applicable Section 508 requirements referenced in the Work Statement.

3.6.1.3. Each ACR shall state exactly how the ICT meets the applicable standards in the remarks/explanations column, or through additional narrative. All "Not Applicable" (N/A) responses must be explained in the remarks/explanations column or through additional narrative. Address each standard individually and with specificity, and clarify whether conformance is achieved throughout the entire ICT Item (for example -user functionality, administrator functionality, and reporting), or only in limited areas of the ICT Item.

3.6.1.4. Provide a description of the evaluation methods used to support

Section 508 conformance claims. The agency reserves the right, prior to making an award decision, to perform testing on some or all of the

Offeror’s proposed ICT items to validate Section 508 conformance claims made in the ACR.

3.6.2. Describe your approach to incorporating universal design principles to ensure ICT products or services are designed to support disabled users.

3.6.3. Describe plans for features that do not fully conform to the Section 508

Standards.

3.6.4. Describe “typical” user scenarios and tasks, including individuals with disabilities, to ensure fair and accurate accessibility testing of the ICT product or service being offered.

4. Qualifications

The following criteria are the minimum prerequisites to work with DLA on this project. All applicants must have the experience, training or certification described.

4.1. Expertise with the American Forces Public Information Management System

(AFPIMS) content management system.

4.1.1. Prior experience with the Defense Media Activity’s (DMA) AFPIMS content management system is required.

4.1.2. Proof of AFPIMS site manager training is required before gaining access to the DLA website. AFPIMS training is obtained at https://pwtraining.dma.mil.

4.2. Proof of Operations Security (OPSEC) 1301, as well as OPSEC 1500 (or OPSEC

IBC as an alternate to OPSEC 1500) training are required before gaining access to the

DLA website. OPSEC training is obtained at www.ioss.gov.

4.3. Expertise with the Microsoft SharePoint 2013 content management system.

4.4. Expertise with reading, interpreting and implementing changes based on customer feedback from surveys, such as with the Verint ForeSee tool.

4.4. Expertise with reading, interpreting and implementing changes based on website statistics and analytics, such as with Urchin, Site Gauge, or Google Analytics tools.

4.5. Expertise with writing in the Associated Press style and/or using Plan Language as described in the Plain Writing Act of 2010: https://www.esd.whs.mil/DD/plainlanguage

5. Requirements

5.1. Information Technology (IT) accessibility requirements

5.1.1. Section 508 of the Rehabilitation Act, as amended by the Workforce

Investment Act of 1998 (P.L. 105-220) requires that when Federal agencies develop, procure, maintain, or use information and communication technology

(ICT), it shall be accessible to people with disabilities. Federal employees and members of the public who have disabilities must have access to, and use of, information and data that is comparable to people without disabilities.

5.1.1.1. Products, platforms and services delivered as part of this work statement that are ICT, or contain ICT, must conform to the Revised 508

Standards, which are located at 36 C.F.R. § 1194.1 & Apps. A, C & D, and available at https://www.access-board.gov/guidelines-and-standards/communications-and-it/about-the-ict-refresh/final-rule/text-of-the-standards-and-guidelines

5.1.2. Item that contains ICT: www.dla.mil

5.1.3. Applicable Functional Performance Criteria: All functional performance criteria apply when using an alternative design or technology that achieves substantially equivalent or greater accessibility and usability by individuals with disabilities, than would be provided by conformance to one or more of the requirements in Chapters 4-6 of the Revised 508 Standards, or when Chapters 4-6 do not address one or more functions of ICT.

5.1.4. Applicable requirements for software features and components: All Web

Content Accessibility Guidelines (WCAG) Level AA Success Criteria, 502

Interoperability with Assistive Technology, 503 Application

5.1.5. Applicable requirements for hardware features and components: All requirements apply

5.1.6. Applicable support services and documentation: All requirements apply

5.2. In collecting, analyzing and reporting the data, this project shall be executed in full compliance with the Privacy Act of 1974.

6. Period of Performance

To be determined

7. Hours of Operation and Place of Performance

7.1. The DLA Public Affairs Office is located at 8725 John J. Kingman Road, Fort

Belvoir, Virginia 22060-6221.

7.2. The public website is located at www.dla.mil and is editable at https://dla.dod.afpims.mil.

7.3. The DLA Today intranet is located at https://today.dla.mil. It requires a Department of Defense Common Access Card for access.

7.4. The Government’s regular working hours are from 6:00 a.m. to 6:00 p.m. Eastern

Time Mondays through Fridays except for federal holidays and other days specifically designated by the contracting officer.

7.4.1. Federal holidays: New Year’s Day, Inauguration Day, Martin Luther King, Jr. Day, President’s Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Veteran’s Day, Thanksgiving Day, and Christmas Day.

7.4.2. Any other work outside normal working hours requires the approval of the

COR.

7.4.3. The contractor will be reachable by to contracting officer and COR between

8 a.m. to 3 p.m. Eastern Time Monday through Friday.

7.5. The contractor may work remotely unless needed onsite.

8. Government-Furnished Property

Government-furnished property includes all property in the possession of, or directly acquired by, the government and subsequently made available to the contractor.

8.1. Upon completion or termination of the contract, all government-owned equipment shall be returned to the government in the same condition as received, except for normal wear and tear.

8.2. Equipment that becomes worn out due to normal wear and tear shall be returned to the government and its replacement shall be the responsibility of the contractor at no cost to the government. The Contractor shall be responsible for the cost of any repairs or replacement caused by negligence or abuse by the contractor or his/her employees.

8.3. The contractor and the COR shall conduct a joint inventory before commencing work under this contract to determine the exact number and serviceability of government-furnished equipment. The contractor shall then certify the findings of this inventory, assume accounting responsibility, and subsequently report inventory discrepancies to the

COR.

8.4. Government-furnished equipment shall not be removed from the facility unless approved by the COR in writing.

8.5. Government-furnished property includes:

8.5.1. Cubicle space at the McNamara Headquarters Complex at Fort Belvoir, Virginia, near the DLA Public Affairs office will be provided, to include desks, chairs and internet access.

8.5.2. Onsite contractors will have access to a DLA-furnished computer, keyboard and mouse.

8.5.3. Building access and parking for the Fort Belvoir McNamara Headquarters

Complex. See Appendix 1: Building and Parking Access.

8.5.4. Common Access Card (CAC), see Appendix 2: Common Access Card

Procedures for more details and instructions.

8.5.5. Access to DLA’s American Forces Public Information Management System

(AFPIMS) content management system.

8.5.6. Access to DLA’s DLA Today intranet.

8.5.7. Access to DLA Site Gauge website analytics data for assessment purposes.

8.5.8. Access to DLA ForeSee survey response data for assessment purposes.

8.5.9. Access to DLA Search.gov search engine results and adjustment to “best bets” suggested results.

8.5.10. A website standards document outlining the look and feel of content on the public website.

8.5.11. Access to DLA-owned websites that have content to be transferred to the

AFPIMS public website content management system or DLA Today SharePoint intranet.

9. Contractor-Furnished Property

Contractor-furnished property centers around the optional use of remote work to accomplish work associated with the contract. Remote work is work not performed at the DLA worksite.

This equipment serves the same function as equivalent government-furnished equipment when providing government-furnished equipment is impractical or when an agreement to bring home government-furnished equipment is not in place.

Remote workers will need:

9.1. Computers with Common Access Card capability. Computers may use an internal/built-in CAC reader or external CAC reader.

9.2. Secure, high-speed internet access. Work is not to be performed over public Wi-Fi internet connections.

9.3. A designated company office or home office space. Public or semi-public settings such as coffee shops, retail spaces or parks are not appropriate.

10. Acceptance

10.1. Prior to acceptance, the government reserves the right to perform testing on required information and communication technology (ICT) items to validate the offeror’s

Section 508 conformance claims. If the government determines that Section 508 conformance claims provided by the offeror represent a higher level of conformance than what is actually provided to the agency, the government shall, at its option, require the offeror to remediate the item to align with the offeror’s original Section 508 conformance claims prior to acceptance.

10.2. Project milestones must be met before acceptance. To be determined

10.3. In accordance with the FAR 52.212-4(a), “INSPECTION/ACCEPTANCE” clause, all work performed under this contract is subject to Government inspection at any time.

The Government’s Quality Assurance Surveillance Program (QASP) is not a substitute for Quality Control by the Contractor. All findings of unsatisfactory or non-performed work will be administered in accordance with the Government’s Quality Assurance

Surveillance Program (QASP) in Attachment C.18. Findings of unsatisfactory or non-performed work will be documented and issued to the contractor as Quality Deficiency

Service Orders. All costs associated with rework (including correction of Quality

Deficiency Service Orders) are the responsibility of the Contractor. The Government reserves the right to choose the inspection methods to be used in implementing its Quality

Assurance program and to vary the inspection methods utilized during the work without notice to the Contractor.

11. Payment

11.1. Contractor will invoice for services rendered monthly.

12. Point of Contact Requirement To be determined

13. Contracting Officer’s Representative (COR)

13.1. The COR monitors all technical aspects of the contract and assists in contract administration.

13.1.1. The COR is authorized to perform the following functions:

13.1.1.1. Assure that the contractor performs the technical requirements of the contract.

13.1.1.2. Perform inspections necessary in connection with contract performance.

13.1.1.3. Maintain written and oral communications with the contractor concerning technical aspects of the contract.

13.1.1.4. Issue written interpretations of technical requirements, including government drawings, designs, specifications: monitor contractor's performance and notifies both the contracting officer and contractor of any deficiencies.

13.1.1.5. Coordinate availability of government furnished property.

13.1.1.6. Provide site entry of contractor personnel.

13.1.2. A letter of designation issued to the COR, a copy of which is sent to the contractor, states the responsibilities and limitations of the COR, especially with regard to changes in cost or price, estimates or changes in delivery dates.

13.1.3. The COR is not authorized to change any of the terms and conditions of the resulting order.