This document is a Request for Information (RFI) issued by Immigration and Customs Enforcement (ICE) to identify sources that can provide Social Media Management Software as a Service (SaaS) for managing their social media accounts and presence.
The key requirements include providing a comprehensive and integrated digital experience platform, the ability to track, manage, schedule, and post content to multiple social media accounts, hosting the solution in a FedRAMP-certified cloud environment, and offering all-inclusive pricing. The solution must also provide listening and analytics capabilities, reporting, storage, training, and professional services. Interested parties are advised that this is an RFI only and does not constitute a Request for Proposal (RFP) or a commitment to issue an RFP in the future. ICE will not accept unsolicited proposals, and all costs associated with responding to the RFI will not be reimbursed. Responses become government property and will not be returned.
The file's text, extracted by GovTribe without its formatting.
Cover Page
Administrative Information
1. Company
Name:
Address:
Website:
2. Point of Contact
Name:
Telephone Number:
Title:
E-mail Address:
3. Unique Identifier Number
Formerly DUNS No.:
4. Specify Business Type via other than small business, small business, small disadvantaged business, 8(a) etc. and applicable NAICs code(s) (541519, 518210, etc.)
Size Standard:
NAICS Code(s):
5. IT Contract Vehicles
Vehicle Name:
Contract Number:
Requirement Responses
SOCIAL MEDIA MANAGEMENT SOFTWARE AS A SERVICE SaaS
Can your solution meet the following requirements:
YES
NO
1
GENERAL
1.1
Provide a comprehensive and integrated set of digital experience solutions, analytics, social media and cross-channel insights resulting in faster and efficient delivery of ICE’s story to the public.
1.2
Provide a method to track, manage, schedule and post social media content to multiple network accounts in one platform while enabling collaboration among team members through a shared Enterprise Workspace.
1.3
Software must be a Commercial-off-the-Shelf (COTS) product operable via windows and Mac platforms, as well as via iOS mobile app
1.4
The COTS product must be hosted in a cloud-based environment that has been certified by the Federal Risk and Authorization Management Program (FedRAMP) for rapid deployment and implementation.
1.5
The COTS product must include all-inclusive pricing to include, but not limited to: licensing, unlimited uploads/downloads of still image/video/audio files, asset storage, backend support, and both initial and -ongoing user training.
1.6
Provide the ability to analyze what’s trending in social media platforms and respond immediately.
1.7
Is your company categorized as a small business?
1.8
Do you participate on any Government wide acquisition vehicles? (ie GSA, NITAAC, NASA SEWP, etc. )
2
PUBLISHING
2.1
Create and update content at necessary speed and scale to meet optimal end user experience.
2.2
Provide the ability for at least 100 users to independently manage approximately 100 national and field social media accounts with ability to permit/limit specific users/groups to individual accounts.
2.3
Publish content and assets to social media platforms in those platforms’ organically recommended specifications, including Twitter, Facebook, LinkedIn, Instagram, Threads and YouTube (grid, reels and stories).
2.4
Provide ability to post to multiple accounts/platforms at once or individually by social media network.
2.5
Provide the ability to access and use social media handles (@ICEgov, for example) unique to each platform.
2.6
Ability to publish a variety of file format types. Such as: rendition|renditions|css|eot|gif|ico|jpeg|jpg|js|gif|pdf|png|svg|swf|ttf|woff|woff2|html|mp4|mp3|mov|wmv|PNG|JPG|JPEG
2.7
Easy to use desktop and mobile application user interface
2.8
Licensing flexibility for use by multiple individuals as needed.
2.9
Accessible to personnel across different geographical locations
2.1
Ability to establish publish workflow to include drafting, collaborating, approving, and scheduling content.
2.11
Provide ability to schedule content at least 365 days in advance.
2.12
Provide the ability to share other social media accounts’ content from within the software.
2.13
Provide the ability to integrate and publish to multiple subaccounts from within a single subaccount.
2.14
Provide the ability to easily replicate and schedule duplicates of posts throughout the year.
3
LISTENING
3.1
Provide a listening and publish capability across varies news, RSS outlets, websites, Blogs, and Social Media Networks (Facebook, Twitter, LinkedIn, YouTube, Instagram, etc).
3.2
Manage and unlock visibility across social network channels, by providing insights on ICE published content to measure value and create real-time insights into content trends.
3.3
Real time alerting of trending ICE references to manage, address, and prevent a potential crisis.
3.4
Listen to up to 20 million mentions, up to 100 locations, and up to 100 users
3.5
Query Social Media capabilities with a focus on trending keywords and topics
4
REPORTING
4.1
Alert capability to notify OPA when activity happens around ICE brand, keywords or phrases, and hashtags.
4.2
Reports on-demand. Ability to schedule reports to be automatically delivered to designated email accounts.
4.3
Ability to measure the impact and engagement of ICE social media posts by individual network and account, as well as specific campaign performance, activity across multiple networks with intuitive data visualizations that include top 10 posts including referenced text and visual asset with regard to overall engagement, click-through rate, most shared, most commented on, most reacted to, most video views/percentage of video watched, and follower growth and demographics.
5
STORAGE
5.1
Still image/audio and/or video files are created, maintained, stored, and uploaded from a separate digital content repository system.
5.2
Professional Services
5.3
Requirement is for both temporary storage for drafting and publishing content as well as long-term, archival storage requirements.
6
TRAINING
6.1
Provide initial user training sessions, to include appropriate documenting, on software production and ICE configurations, implementation, usage, and tools.
6.2
Provide continual training to increase user product knowledge to optimize and improve performance.
6.3
Provide weekly/monthly training sessions in the form of webinars, documents, articles to focused on key insights and identify key opportunities for improvement.
6.4
Provide continual training opportunities to help drive strategy, inform, and align team and management, and ensure capabilities are aimed directly at mission objectives.
7
PROFESSIONAL SERVICES
7.1
Consultation, advise, and troubleshoot product workflow, design, configuration, features, integration, and use.
7.2
Review and provide feedback on use of the products and services.
7.3
Assist in interpretation of data generated and product output.
7.4
Provide general, ad hoc guidance and support regarding the products and services.
7.5
Assist in preparing reports and documentation to facilitate its use of the products and services
7.6
Assist design testing strategies and carrying out testing of implementation of the products and services.
7.7
Assist in developing strategies to use the products and services.
7.8
Assist in drafting and maintaining security documentations necessary to complete and fulfill security compliance requirements.
7.9
Assign a specific customer service representative to work with/assist/advise/train designated ICE personnel at no additional cost throughout the term of the contract.
8
MAINTENACE
8.1
Provide software maintenance, which includes upgrades to the latest versions of the products as they become commercially available, and basic product support for installations and technical support incidents.
8.2
Provide access to support experts during normal business days (Monday through Friday) from 7:00 A.M. – 6:00 P.M. EST via email, telephone, and a live chat capability.
8.3
Provide users access to up-to-date help resources to include published articles, backlogs of webinars, video training, FAQ’s and community services.
8.4
Provide a Service Agreement that details response times for addressing assistance requests, reported bugs and new feature requests based on specific criteria.
8.5
Provide advance notice (release notes) of upcoming changes and updates impacting users, to include user experience and interface, new and discontinued features, and changes to functionality or appearance.
8.6
Provide a weekly consolidated bug/feature status report.
9
ADDITIONAL FUNCTIONALITY
9.1
Improve efficiency within the workflow process by using pre-populated workflows and sharing outside immediate team.
9.2
Provide the ability to auto-categorize incoming messages from social media networks and filter/prioritize for response based on language/keyword/sentiment/topic for assignment to subject matter expert for response.
9.3
Provide the ability to bulk upload and schedule content created in other applications.
Additional Information
Additional Information to Provide
Question
Response
What makes your solution stand out from your competitors?
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Updated .
Immigration and Customs Enforcement