PWS (TOFS) 20240214 v1.docx

PERFORMANCE WORK STATEMENT (PWS)

TRANSCRIPT ORDERING & FULFILLMENT SERVICES

AIR UNIVERSITY, MAXWELL AFB, AL

1.0. INTRODUCTION

The objective of this Performance Work Statement (PWS) is to provide a multi-year contract support for the Air University (AU) and its customers. The Contractor is to provide online academic transcript ordering and delivery and fulfillment services for transcripts on behalf of AU.

1.1. Description of the Agreement

The contractor agrees to furnish the necessary services and supplies to accomplish the work described herein for AU and its customers. The services and supplies are described in paragraph 3.0.

1.2. Background

1.2.1. AU is located at Maxwell Air Force Base (AFB), Alabama (AL). It is a major component of the Air Education and Training Command (AETC) and is the Department of the Air Force’s (DAF) center for professional military education.

1.2.2. The Community College of the Air Force (CCAF) receives 100K transcripts annually and sends 120K transcripts. It is anticipated to increase to 180K transcript requests. Currently 95% of transcripts are sent via a commercial vendor and 5% are mailed. Approximately 90% are currently received via commercial vendors and less than 10% are received directly from the sending institution.

2.0. SCOPE

The scope of this effort is to provide online academic transcript requests and delivery services for transcripts belonging to students within the AU system of records.

3.0. PERFORMANCE REQUIREMENTS

The Contractor shall provide all the necessary support, assistance, and services in accordance with (IAW) the terms and conditions set forth in this PWS. The Agreement shall begin on the effective date of contract award.

3.1. Secure Data Transmission

3.1.1. The Contractor will prevent release of information to any third parties in violation of the Family Educational Rights and Privacy Act (FERPA), applicable education regulations, or the expressed objections of any present or former student(s) of AU. The Contractor agrees that it will not sell, distribute, release, or disclose lists or other compilations consisting of information relating to AU's graduates and attendees. The Contractor will provide security for the integrity and confidentiality of the database and conduct periodic independent audits to verify security is maintained at satisfactory levels.

3.1.2. DAF employees and Contractors who provide programming support for AU/A6 and the 42nd Communications Squadron to support wing communications operations will, if needed, facilitate data file transfer of applicable student data information to and from the Contractor using secure file transport protocol or other secure electronic delivery means.

3.2. Academic Transcript Services

3.2.1. During the term of this Agreement only, AU agrees to direct to the Contractor all requestors seeking academic transcript services except when AU decides to respond to the request itself.

3.2.2. Fees for services will be charged to AU according to the schedule of fees set forth by the Contractor. AU will pay a fee per request, which includes electronic delivery of the Credential. Any shipping requests which are subject to payment of additional fees (e.g., fees for USPS, USPS International, FedEx Priority domestic or international) and will be paid by the Credential Owner (e.g., student).

3.2.3. AU will institute and maintain reasonable controls to ensure that the information it provides to the Contractor under this Agreement is complete and accurate. The Contractor will institute and maintain reasonable controls to ensure the integrity and security of its database and data transmission systems so that it releases information solely to authorized requestors IAW the terms of this Agreement and applicable laws. The Contractor agrees to indemnify and hold AU harmless from any direct loss, cost, damage, or expense suffered by AU as a direct result of the Contractor's failure to comply with its obligations under this agreement. The parties agree to comply with all applicable laws and regulations governing the activities and services provided under this Agreement, including FERPA and other laws concerning the privacy and confidentiality of information and records.

3.2.4. The Contractor agrees to maintain a detailed record of each request that is attempted or completed. If records are requested, records shall indicate the identity of the individual involved, the name of the party making the request, the nature of the response provided by the Contractor and the date(s) of the inquiry and response. Records required to be maintained by the Contractor shall be protected from disclosure to any third parties in violation of the terms of this agreement and be retained by the Contractor until termination of this agreement or any earlier date(s) to which the Contractor and AU may agree in writing. The Contractor will maintain the record for review at any time by AU.

3.2.5. The Contractor acts as agent for AU in the transcript request and release of information from education records under this Agreement. The Contractor will not retain, or release personally identifiable information provided by AU, except as specifically authorized under this Agreement. The Contractor may retain, or release information received from AU under this agreement that is in aggregate or statistical form and does not contain Social Security numbers or other personally identifiable information IAW FERPA and other laws concerning privacy and confidentiality of information and records. AU retains full ownership rights to the information in the education records it provides to the Contractor. Upon termination of this agreement, the Contractor will immediately discontinue use of any collegiate information that has been provided by AU. The Contractor will destroy all information provided under this Agreement upon receipt of a written request from AU and after all retention requirements for federal, state, and local audits have expired.

3.2.6. No Contractor's (proprietary) software can be installed on government systems or government personal computers.

3.3. AU Transcript Ordering and Fulfillment

3.3.1. The Contractor will accept online requests for official AU transcripts from their customers and allow the customers to choose the format and method of delivery. Available formats are electronic and paper transcripts. Contractor will offer express mail and tracking in addition to normal delivery. The Contractor agrees to:

3.3.1.1. Validate authorizing signatures for transcript release from their customers on behalf of AU.

3.3.1.2. Deliver the requests for academic transcripts electronically to AU on a timely and accurate basis using an agreed upon method that allows for bulk processing. AU will process these requests and return the text-only transcript files in bulk to the Contractor electronically using an agreed upon method.

3.3.1.3. Transmit AU Electronic Transcripts to the universities/colleges or other agencies as reflected on the request via an account-based transcript reception website/server that aggregates transcripts they receive from AU and other schools and to individual recipients via email notification. To reduce the number of requests made to erroneous recipient addresses, requesters must be directed primarily to search and select from recipient institutions based on a delivery routing the Contractor has pre-coordinated with the recipients for a minimum of 50% of the Colleges and Universities to which AU regularly sends transcripts. Requesters’ default option for ordering must be via these pre-coordinated delivery routings to Colleges and Universities and only if the requester opts out of the search-and-select default should the requester be able to manually enter recipient information.

3.3.1.4. Mail AU Paper Transcripts to the universities/colleges or other addresses indicated on the request.

3.3.1.5. Notify student of order receipt, processing status, and delivery information.

3.3.1.6. AU will direct customers to the Contractor for inquiries regarding transcript orders.

3.4. Receiving of transcripts by AU. The Contractor provides a suite of capabilities to receive and process credentials from Credential Owners and their Credential Issuers at no additional fee to AU. The Contractor will use commercially reasonable efforts to deliver to AU or make available through encrypted transmission, all credentials, including official transcripts, diplomas and certificates received from each Credential Issuer and/or Credential Owner in accordance with AU's preferences. The Contractor must consolidate and send credentials from Universities and Colleges, enabling a combination of electronic credential exchange, and process-analytic capabilities. This must additionally include these capabilities:

3.4.1. Analytics and history of transcripts received, to include date-delimited reports of number of transcripts received in total and by institution per time period, as well as information on status of transcripts received per time-period. Both analytics information and transcripts received must remain available to AU for a minimum of one year.

3.4.2. Third Party Ordering Third party Credential Requestors may, with authorization by the credential owner (e.g., student), Request Credentials under this Agreement.

3.4.3. Contractor Award Transcript Services Print and Mail Services If selected by student on the Order Form for implementation of print and mail services, the print and paper delivery fees are paid by the Credential Owner (e.g., student) at the time of the Request and shall be at the Contractor's prevailing rates.

3.4.5. Dashboard that alerts AU to items needing attention and provides graphical representations of metrics.

3.4.6. Web download for AU to download in bulk, transcripts, diplomas, certificates, and other documents in PDF format.

3.4.7. Secure Private Library allowing AU to view or re-download documents for 90 days; configure retention settings to extend storage beyond 90 days.

3.4.8. Electronic delivery of documents to AU in PDF format.

3.4.9. AU receipt of data in standard XML or EDI format (if available from the sending institution).

3.4.10. Automated Delivery - Credentials and data may be automatically delivered to a location of AU’s choosing using secure file transfer protocol (SFTP).

3.4.11. Index file which includes key information for each delivered credential.

3.4.12. Option to purchase subscriptions to allow AU to pay for fees for credentials delivered to AU.

3.4.13. AU Administrator-initiated requests - Issue credential requests on behalf of students from other institutions in the Contractor network.

3.4.14. Unified Inbox receives from multiple sources and locations (PDF, XML or EDI) and automatically deliver documents.

3.4.15. Document filtering and sorting by a minimum of student name, credential type, and sending institution for destination delivery.

3.4.16. Ability to automatically route documents to an unlimited number of destinations and SFTP locations.

3.4.17. Ability to provide a different student confirmation message by destination.

3.5. The Contractor Services, Orders, and Use

3.5.1. Orders and Provision of Access. Subject to this Agreement, the Contractor grants to AU a nonexclusive, non-transferable right to permit Authorized Users to access the features and functions of the applicable Contractor Services ordered pursuant to an Order Form, subject to any restrictions set forth therein. As soon as reasonably practicable after the Effective Date, the Contractor will provide to AU the necessary access protocols to allow AU and its Authorized Users to access the Contractor Services.

3.5.2. Exclusivity. The Contractor will be AU's preferred and primary method to electronically deliver and/or Award Credentials to Credential Owners or Credential Recipients, as applicable.

3.5.3. Service Level Agreement. The Contractor shall make the Contractor Services available subject to the terms of this Agreement and the Contractor Service Level Agreement, available at a location determined by the Contractor.

3.6. Inbound Electronic Transcripts from Other Institutions

3.6.1. Contractor will obtain electronic transcript from colleges and universities reflected on student transcript request. Contractor will send transcript to AU by electronic data flow in a format agreed upon by AU and the contractor. Contractor receives academic transcripts on behalf of applicants of sending institutions who claim to have student records at sending institutions represented by the contractor.

3.6.2. The Contractor represents that every electronic transcript from sending institution will have been duly authorized by the applicant in accordance with FERPA.

3.6.3. When AU students request an electronic transcript from another college or university to be sent to AU, student must contact the contractor to ensure they can provide electronic transcript in a format AU can accept.

3.6.4. The Contractor agrees to:

3.6.4.1. Deliver electronic academic transcripts to AU by electronic data flow in a format agreed upon by AU and the contractor provides secure by ensuring encrypted delivery of all transcripts.

3.6.4.2. Deliver the PDF transcript or other mutually agreed format to receiving institution at no cost to AU according to the terms of this agreement.

3.6.5. AU agrees to:

3.6.5.1. Accept and process all electronic transcripts (PDF) as "official documents" of sending institutions using the contractor's transcript network.

3.6.5.2. Acknowledge receipt of the electronic transcripts to the contractor through agreeable methods.

3.6.5.3. Do not release or transfer any electronic academic transcript as an official document to any other person, agency or third party outside of the Receiving Institution.

4.0. PERFORMANCE STANDARDS

Contractor Performance Elements

5.0. PERIOD OF PERFOMANCE

The period of performance shall be five (5) Base Year of 12 months. The period of performance provided in the delivery section of the contract, purchase order, or task orders takes precedence over the anticipated dates in this section.

6.0. CONTRACTING OFFICER REPRESENTATIVE (COR)

Mr. Christopher “Chris” Cox, CCAF/DRCC, christopher.cox.46@us.af.mil

7.0. GENERAL INFORMATION

7.1. Contractor Relationships/Supervision

The Contractor shall not provide direction nor interject into Government/System Contractor/ Subcontractor relationships. The Contractor's personnel will not be under the direct supervision of Air Force personnel.

7.2. Release of Information

The Contractor will follow FERPA guidance and the Privacy Act of 1974, and all applicable public and federal regulations.

7.3. Contractor Use of Government Equipment/Facility

There will be no government provided hardware, equipment, software, or facility. In addition, there will be no on-base performance of service.

7.4. Termination of Agreement

At any time, this contract may be cancelled by AU with a 30-day notice to the Contractor.