RFI_EEC45016Q0054_Online_Registration_and_Payment_System_(Draft).docx

DRAFT

RFI EEC45016Q0054

Equal Employment Opportunity Commission Office of Field Programs Revolving Fund Division

Performance Work Statement for

EEOC Training Institute:

On-line Registration and Collection System

PERFORMANCE WORK STATEMENT (PWS)

Online Registration and Collection System For EEOC Training Institute

1.0 Introduction

The U.S. Equal Employment Opportunity Commission Training Institute (the Institute) has a requirement for registration and collection processing services for training events conducted nationwide. The Institute is the fee-based education, technical assistance and training component of the U.S. Equal Employment Opportunity Commission’s (the EEOC’s) outreach program. The services provided will enable the Institute to continue to effectively register participants and organizations for all Institutes sponsored training events and efficiently track and process collections and interface with the existing EEOC financial system.

2.0 Background

The EEOC Training Institute, as part of the EEOC outreach activities, provides a variety of fee-based training events and products for sale to private, state and local government and federal government employers. The authority for the EEOC to charge fees for its training is based on the EEOC Education , Technical Assistance and Training Revolving Fund Act of 1992 [Revolving Fund Act]. The EEOC Training Institute is the function within EEOC that manages and provides EEO fee based training activities.

The Institute is responsible for event marketing, planning and management, customer support, registration management, collection processing and collection of fees for its training events and products. This organizational function is also responsible for overall financial management and coordination for the operation of the training activities.

Each year, the Institute conducts approximately 80-100 live registration-based training events including: one and two-day EEO seminars; half-day workshops; a multi-day conference entitled “EXCEL Conference”; courses of varying lengths (one-half day to week-long); and webinars. During the main training season (April through September), up to 80 events could be open for registration at any one time. The vast majority of registrations and collections are made on behalf of an attendee by their employing organization. In the last 5 years, between 7,000 and 9,000 individuals registered for Institute events each year. Total persons registered for all events in 2015 under 10,000.

Institute events are cyclical with most events occurring and most collections received between March and September.

In addition to the above event, on-site training is also sold to employers via a Training Agreement between the Institute and an individual employer. Approximately 300 such agreements are written each year and tracked and collection collected.

The Institute intends to sell a small quantity of training products such as books, CDs, and archived webinars. The EEOC uses an external mail house for fulfillment but order and collection processing is done by the registration management contractor.

Future Institute training events and products may include on-line training courses, mobile EEO training applications and downloadable books, CDs and DVDs. Additional information on current training products offered can be viewed on our website: www.eeotraining.eeoc.gov.

All Institute training events and products are fee-based. Collections to the Institute are in the form of checks and credit cards. Collection on federal purchase orders, especially those over $2,500, is often done via the Intra-Governmental Payment and Collection (IPAC) system. IPAC is a web-based interagency financial system designed and operated by the Department of Treasury that takes the place of cash or check transactions between federal agencies.

3.0 Purpose of the Project/Scope of Work

The scope of this PWS is to contract with a full service firm for training registration and processing collections to the Institute. As set forth in the Performance Requirements section of this PWS, required services include website design and maintenance, registration for all training events, receipt and processing of event collections to the Institute, management of an on-line bookstore, and electronic marketing capabilities to advertise Institute events.

Requirements outlined under this PWS to be accomplished by the contractor include: (1) Project Planning, (2) System Implementation, (3) Systems Operation, and (4) Customer Service Support operations. Project planning entails developing a project management plan, a quality assurance plan, a testing plan and a transition plan. System Implementation includes developing the system, launching the system and making it operational, and transitioning to the new system. Systems Operation includes website operation, registration operations, maintenance of customer database, financial operations, product sales, report generation and system maintenance. Other contract operations include customer service support.

Contractors are encouraged to offer concept of operations that maximizes efficiency and minimizes technology costs. Contractor must use a Commercial Off-The-Shelf (COTS) or equivalent application to propose a solution that replaces the current on-line registration system. The goal is to increase the effectiveness and efficiency of both manual and computer-based operations, incorporating best business practices.

Acquisition Strategy – Goal and Objectives

EEOC reserves the right to select a contractor that will provide the Agency with the best resources for successful deployment and services.

The goal is to increase the effectiveness and efficiency of both manual and computer-based operations, incorporating best business practices currently offered in the marketplace and those that may be offered in the marketplace during the term of the contract, to support a system for hosting, e-mail marketing, registration, collection tracking and processing, collection and reporting on training events.

The contractor is expected to provide a Commercial Off-the-Shelf (COTS) or equivalent application which is ready-made and available for sale, lease, or license to the general public which meets some or all of EEOC’s requirements with the least amount of customization required. The transition plan should describe any customization to the software that is needed to meet the requirements listed in the System Requirements.

Project Tasks [and Associated Deliverables]

The contractor must complete the following proposed tasks or equivalent steps to meet the objectives of this performance work statement and provide project management with the appropriate documentation to support the completion of the project:

Task 1—Project Planning, Quality Assurance, and Testing Plan

Participate in Project Kick-Off Meeting

As part of Project Planning, the contractor shall participate in a kickoff meeting with EEOC representatives. This initial meeting will provide a forum for all involved parties to address any potential issues and concerns that could impact future work activities or the delivery of required services. This initial meeting also will provide an opportunity to discuss and confirm project priorities, address proposed approaches and supporting rationale, and review the requirements of all deliverables and services to be provided during project performance. This meeting will provide the basis for developing the detailed Project Management Plan and Timeline that will be delivered by the Contractor. The contractor shall document all discussions, action items, and issues discussed at this meeting for EEOC’s review and approval.

Review Current Institute Operations

This task will require the contractor to familiarize themselves with the Institute’s current processes and procedures with a focus on what will be necessary to transition these tasks to the Contractor’s systems. The Institute will provide to the contractor a written description of its current Operating Procedures which detail Institute policies and procedures for the conduct of hosting, customer service, registration, collection processing, collection of fees, integration with EEOC and Treasury system, and reporting. The contractor shall be expected to review all documentation provided by EEOC as well as Treasury regulations and other pertinent federal government regulations governing the tasks detailed in this PWS. This information will be necessary to assure understanding of the Institute operations and that the contractor understands and complies with all pertinent federal government regulations.

Prepare and Submit Project Management Plan

The Project Management plan will include a description of key deliverables for implementing the solution, and a timetable for developing, testing and implementing each of the key deliverables. To include a Quality Assurance Plan (QAP) that describes how the contractor will assure, monitor, and measure compliance with the requirements of the performance work statement, and maintain documentation and produce reports to demonstrate contractor’s performance on the measures in PRS section.

Elements of the Quality Assurance Plan are:

Contractor’s performance management approach, performance management strategy, methodologies and self-assessments to be employed by the contractor to monitor performance and specific reports to be generated by contractor and provided to EEOC to evaluate contractor performance.

Documentation to be Maintained

Description of documentation which shall be maintained by the contractor so that all performance standards can be measured and reported on by the contractor.

Project Plan Due within 10 business days after award of the task order.

Transition Plan - It will be the responsibility of the contractor to demonstrate a phased approach for transitioning the proposed solution into Institute’s overall operation. This plan will specify the roles and responsibilities of both the contractor and the Institute and the project level of effort required. Transition plan must include a Migration Plan

Migration Plan for existing customer data including collection and collection processing information in the current system. The Institute will provide to the contractor within 10 business days after task order award, data in the current registration and collection processing system maintained by EEOC’s current contractor.

The contractor shall convert the information and transmit it into the web-based system being proposed. The proposed solution should provide Open Database Connectivity and comply with ODBC standards. The contractor shall identify such capability and describe how it is accomplished through the proposed software. The contractor shall test conversion of current fields/items in the database. If any fields/items cannot be converted, the contractor shall so notify EEOC and provide a backup solution. The contractor shall conduct a pilot test to demonstrate the integrity of the converted data and provide a mechanism for EEOC to review the converted database for completeness prior to final conversion. The current database contains over 75,000registration records.]

Training Plan for EEOC Personnel.

The Institute currently has seven full-time staff. In addition, staff in EEOC’s field offices and EEOC’s Office of Federal Operations sponsor, develop, provide instructors for and/or host the Institute’s programs and will need access to the contractor’s system. The contractor will prepare and execute a training plan which takes into account the level of access and user needs of Institute staff and other EEOC personnel involved in Institute events. The training shall be supplemented by full documentation of the contractor’s system in the form of User and Technical Manuals. Such manuals shall be updated on a regular basis during the course of the task order as the contractor’s system is updated or modified.

Coordinate and Facilitate Periodic Status Review Meetings

The contractor and EEOC will schedule periodic in-person Status Review Meetings during the project planning and transition/initial implementation phase. These meetings will allow EEOC the opportunity to pose questions to the contractor and interact with the information presented. The contractor shall document a summary of the meeting and any action items resulting from these meetings and distribute for EEOC review. The contractor shall prepare at least bi-weekly written status reports summarizing key project accomplishments during the initial implementation and transition phases and any issues where contingency measures may be warranted. All bi-weekly written reports shall be submitted for EEOC’s review prior to the conduct of more formalized status meetings and/or conference calls, which shall be coordinated with EEOC in advance. Interim project status updates shall be delivered via e-mail on an as needed basis to keep EEOC apprised of project status between formal, periodic status reports.

4.0 APPLICABLE DIRECTIVES:

4.1 Federal Statutes and Regulations

4.1.1. Section 508 of the Rehabilitation Act of 1973, 29 U.S.C. § 794 (d).

4.1.2. Federal Information Security Management Act of 2002 ("FISMA", 44 U.S.C. § 3541, et seq.)

4.1.3. FIPS Publication 140-2, Security Requirements for Cryptographic Modules

4.1.4. FIPS Publication 199, Standards for Security Categorization of Federal Information and Information Systems

4.1.5. NIST Special Publication 800-53 Rev 4, Security and Privacy Controls for Federal Information Systems and Organizations [including updates as of 1/15/2014]

You are correct this has been withdrawn.

4.1.6. Privacy Act of 1974 (5 U.S.C. 552a)

4.1.7. Code of Federal Regulations (CFR), Chapter 1 of Title 48, CFR, Federal Acquisition Regulation (FAR)

4.1.8. 41CFR Chapters 300 through 304 Federal Travel Regulation (FTR)

4.1.9. 31 CFR Chapter II, 285.12, Transfer of Debts to Treasury for Collection

4.1.10. OMB Circular No. A-129, Part 3, Credit Extension and Management Policy

4.2 EEOC Regulations And Policy

4.2.1 EEOC Order 240.005 (Change 4), May 26, 2011, EEOC Information Security Program

4.2.2 EEOC Order 240.005, June 2011, Appendix A Information Security Responsibilities of EEOC System Users

4.2.3 EEOC Copyrighted Software Policy (6/29/2007)

4.2.4 EEOC Order 360.001, EEOC Acquisition Policies and Procedures, April 19, 2016

5.0 PERFORMANCE REQUIREMENTS:

5.1 Performance Objective #1: Draft the Project Management, Quality Assurance, Testing, and Transition Plans

5.1.1 Performance Standards

5.1.1.1 Project Management Plan must include complete detailed planning for replacing the current system within 10 business days after award of task order.

5.1.1.2 Include Quality Assurance Plan (QAP) providing monitoring capabilities, Risk Assessment, an ADA Compliance Plan, and a Security Plan;

5.1.1.3 The contractor shall prepare an application test plan for all components of the solution including:

a) Integrated Website,

b) Registration,

c) Collection Processing System,

d) Collections Function,

e) Customer Service Quality Control and Tracking System,

f) Systems Application Testing for Data Integrity,

g) Report Generation,

h) Interface Testing Plan

i) . Integration with Mobile App Providers.

The contractor shall be required to conduct a pilot test to demonstrate the capabilities of the application and the interfaces to EEOC financial applications and Treasury systems. A formal test plan should be submitted to EEOC for approval as well as the final test results.

5.1.1.4 Transition Plan shall be due within 15 calendar days after award of the task order and shall include a Migration Plan for Data in current system and a Training Plan for Institute personnel. The Transition Plan shall also include a timetable for system implementation.

It is the responsibility of the contractor to demonstrate a phased approach for transitioning the proposed solution into Institute’s overall operation. This plan shall specify the roles and responsibilities of both the contractor and the Institute and the project level of effort required. Transition plan to include a Migration Plan.

5.1.1.5 50% of Transition Plan successfully implemented within 45 calendar days of receiving data from EEOC.

5.1.1.6 100% of Transition Plan successfully executed within 90 calendar days of receiving data from EEOC.

5.1.2 AQL

5.1.2.1 Any changes to the Project Management Plan or the QAP shall be provided to the Government for review and comments within 5 calendar days of the proposed launch date.

5.1.2.2 The Transition Plan, QAP and Test Plan should be comprehensive and set forth clear steps to be taken to achieve the timely completion of the plans.

5.1.2.3 COR to participate in Daily Operational Review Meeting/teleconference call and review the weekly Summary of issues discussed in daily meetings. After full execution of services, meetings can continue on as needed bases.

5.1.3 Measures

5.1.3.1 COR to review draft and final Transition Plan.

5.1.3.2 COR to review draft and final Project Management Plan.

5.1.3.3 COR to review draft and final Quality Assurance Plan (QAP).

5.1.3.4 COR to review draft and final Test Plan.

5.1.4 Incentives

5.1.4.1 Draft plans are acceptable to COR and provided in a timely manner.

For each day beyond scheduled delivery for each acceptable plan, 2 % of Clin #1 total collection shall be withheld.

5.2 Performance Objective #2: Implement Proposed System and Software and Provide User Interface

5.2.1 Performance Standards

5.2.1.1 System Development and Implementation to include Website Development with independent portal for on-line registration, a Customer Database with Registration and Collection applications including the location of a U.S. Treasury approved credit card processing facility, interfaces with existing EEOC Financial Systems, an On-site Training application, an On-line Bookstore application, and a Direct Product Sales application.

5.2.1.2 Maintain and update Interface with EEOC financial system and Treasury System Function. The contractor shall be responsible for the following: developing the Interface Function between the purchased software and Treasury/EEOC Financial Systems, updating and/or modifying the interface, any changed/modified EEOC financial systems/requirements, assuring that the system interface successfully/accurately transmits data to EEOC and Treasury Systems.

Differences are identified and corrected by the contractor through evaluation of supporting monthly collections report provided to the contractor from EEOC’s system and from Treasury reports/systems.

5.2.1.3 On a daily basis, contractor will transmit collections via interface with EEOC’s financial contractor, Department of Interior/Interior Business Center (DOI/IBC), and report on errors and discrepancies. All differences are documented with supporting data.

5.2.1.4 When discrepancies occur, contractor shall be able to resolve them within 2 calendar days, 95 % of the time.

5.2.1.5 System shall comply with the technical and functional performance criteria of Section 508 Compliance.

The contractor’s facilities must have management, operation and technical controls in place (SSAE 16 Type II) that generally and substantially protect access to the data collected for this system. Yearly, the contractor shall contract with auditors for an independent service report in compliance with the Statement of Auditing Standards Number 70 (Statement on Standards for Attestation Engagements Number 16 Type 11). The contractor shall provide a yearly report to the EEOC.

5.2.1.6 System, information, and reports in system shall be accessible to EEOC users using software available to EEOC employees. Execution and access to the software via web browser shall be Federal Desktop Core Configuration (FDCC) compliant.

System shall be compliant with the Federal Desktop Core Configuration (FDCC) Compliant, and compliant with versions of Windows 10, Adobe, and other software used by EEOC employees during the term of the task order. System accessible via various internet browsers and mobile devices.

5.2.1.7 System shall use “drill down” features, which allow user to click on a number, name or line in the system and the underlying data.

System shall have mechanisms for verifying accuracy of customer entered-data and for identifying collections that come from a Federal source.

Software to be Section 508 compliant.

The System shall support up to 40 EEOC users and can support 100 customer users at one time.

The System shall have a search function that allows users to locate registration by name or confirmation number for all events.

5.2.1.10 Registration application must include ability to setup Institute events to include events with workshop sessions or where participants can elect to register for a portion of the event, process on-line registration for Institute events, input and process mailed registrations, process both individual or group registrations, produce and transmit confirmations via email, facsimile, or telephone to all registrants, and send confirmations for applicable events as required. Application must also provide for event wait lists, transfers between Institute events, registrant substitutions, and registrant cancellations; incomplete registrations. Registration application must be compatible with mobile application platforms.

5.2.1.11 The contractor shall demonstrate the ability to successfully recover from a backup

5.2.1.12 Application must include ability to process collections to the Institute through check, credit card, IPAC collection and invoicing. Application must include ability to issue bills and follow-up and collect on accounts receivable. Application must also include ability to issue refunds for credit card collections and ability to track requests for convenience check refund issuances. Application must include ability to reconcile U.S. Treasury, EEOC Financial System, and Registration System records to maintain accurate collections information.

On-site Training application uses a template to generate a document that is used as a training agreement between the EEOC and potential client. The Application will track the status of the Agreement, will process collection and will generate reports.

The on-site training agreement is activated upon acceptance and/or signatures of customer and appropriate EEOC official. The on-site training application must process singular or multiple collections per agreement and accept all collection methods of other product lines. The Application must track collection receipts and issue alerts if collection is not received and processed prior to the training date. The Application must generate reports on collection activity.

5.2.1.13 Direct Product Sales application must have the ability to process product orders by mail or facsimile, enter and maintain customer information, generate and send email confirmations with date of shipping, collection processing date, generation of bills/collections activities and sending orders to fulfillment center for action. Direct Product Sales application must include an On-line Bookstore application with the ability for customers to order Institute products by credit card on-line via the Institute Website;

5.2.1.14 Customer Database function must include ability to minimize data entry errors, identify critical missing data, and detect incorrect coding entries. Periodic error scans to verify accuracy and/or consistency of data particularly the fields indicating event code, industry type, name of federal agency and collection type. Application must include ability for select EEOC users identified by the COR to access, correct and update registration data on an on-going basis. Access to financial data shall only be granted to users (contractor’s employees) designated by the contractor.

Customer Database must assign a unique identifier to each current or past customer who has registered for an Institute event or purchased an Institute product. Has ability to track information on registrations in the database for a particular customer and produce a historic customer record. Unique identifier also to be used to reduce the incidents of emailing the same individual more than once during an email campaign or when preparing customer lists for direct mail marketing.

5.2.1.15 On-Site Registration – Customer Database shall be accessible to EEOC users responsible for checking in or registering individuals on-site the day of event. System compatible with various types of check-in technology systems used by event planners such as QR codes, mobile applications. The contractor personnel may assist in on-site registration upon request of COR and in such circumstances, EEOC will cover travel expenses of the contractor’s staff. The contractor may provide equipment to assist the Institute during the on-site check in process.

5.2.1.16 Customer Database must provide ability to generate a wide range of standard and ad hoc reports. Report production may be scheduled on a monthly or quarterly basis or requested as needed. Reports must have capability to be exported to a broad range of formats including EXCEL, Printable HTML, Adobe, comma delimited (csv), and tab delimited.

Types of reports to be generated by EEOC user for online viewing and/or Exporting - The report function to be flexible to encompass generation of additional similar reports during the term of the task order as well as modification to existing reports.

5.2.1.16.1 Online Registration Information Reports: Listing of events (including name of event and event number) by time period and product line. Ability to select an event, view on screen and edit, descriptive information on the event. Fields to include: customer name, complete mailing address (street, city, state and zipcode), e-mail address, work telephone, event, private or federal sector, job title, agency/employer, Subagency with the ability to add additional fields.

5.2.1.16.1 Quarterly financial information reports including collection data, billings, collection data, and outstanding balances by customer industry type.

5.2.1.16.2 Monthly financial information reports on bills issued, follow-up actions, outstanding collections, days overdue, and items to be referred to Treasury for further actions.

5.2.1.16.3 Weekly reports on declined credit cards, follow-up actions taken, and status.

5.2.1.16.4 Reports accurate reconciliation reports on collections transferred to EEOC’s financial system from the contractor’s system, including rejected transactions.

5.2.1.16.5 Provides accurate reports on accounts receivables (define), collections (define) and outstanding balance (define) by customer type (federal agency, state and local agency and private sector.).

5.2.1.16.6 Reports by event or across events on collections received by type of collection.

5.2.1.16.7 Customer Demographic reports by event and across database geographically or by industry type.

5.2.1.16.8 Reports on previous customers and/or potential customers by geographic area.

5.2.1.16.9 Report on ADA Accommodations for events.

5.2.1.16.10 Report on participants for individual sessions within an Institute event (for EXCEL Conference and EEO seminars).

5.2.1.16.11 Report on Vendors for EXCEL conference.

5.2.1.16.12 Registration, Purchases, and Collections reports by event and product line, volume, and total amounts.

5.2.1.16.13 Reconciliation reports on collections between Registration and EEOC financial systems;

5.2.1.16.14 Generate treasury reports: Over the Counter (OTCnet) checks, Collections Information Repository (CIR) Credit cards, Pay.gov-ACH, credit card collections, ecommerce and ebilling.

5.2.1.16.15 .

5.2.1.16.16 Reports on customer service monthly email and phone inquiry volume; and follow up actions.

5.2.1.16.17 Reports on On-Site training agreements by sponsoring office, geographic area where training is provided, number of events and persons trained, hours of training provided, instructor information, and fee information.

5.2.1.16.18 Customer Database must provide the ability to generate name tags with and without puff logos and at least 2 liner of text, and training certificates either one at a time or in batches, class rosters, and emails to market Institute products to selected previous and/or potential customers.

5.2.1.16.19 Customer Database must provide the ability to register attendees on-site upon arrival and all training institute events via the system and track attendees of break- out sessions using current technologies such as Bar coding, Scanning, Mobile applications, etc.

5.2.1.16.20 Customer Database provide a link within the confirmation email to allow registrants to cancel and/or modify their registration and have the reporting history maintain all dates and times the registrant accesses the system per event.

5.2.1.16.21 Customer Database must provide the ability to generate previous customer and/or potential customer mailing lists for marketing purposes with ability to upload and store generated lists for future use.

5.2.1.16.22 Launch System and Conduct System Testing to include Report Generation testing, Data Integrity testing, System Security testing, Interface testing, and ADA Accessibility testing.

5.2.1.16.23 Implement transition plan including migration of data from old system to new system, transition testing, and training Institute staff in use of the new system.

5.2.2 AQL

5.2.2.1 Website portal to be launched within 45 calendar days after task order award.

5.2.2.2 System to be launched within 45 calendar days after task order award.

5.2.2.3 100 % of system and interface testing to be conducted and completed within 60 calendar days after task order award. System testing will ensure that all applications are operational including Data Integrity testing, System Security testing, Interface testing, ADA Accessibility Testing and Report Generation Testing. System will be tested using both “dummy” data and migrated data from current system. Institute will be provided final test results for all system and interface testing within 5 calendar days after task order award all phases of the Testing Plan have been completed.

5.2.2.4 Institute staff to be trained in new system operation within 10 business days of system launch.

5.2.2.5 100% data migration of all data fields identified by the Institute from the existing registration system to the replacement system within 30 calendar days after task order award. After data is migrated, unique identifiers must be assigned to all customer records within 60 calendar days after task order award.

5.2.2.6 50% of Transition Plan successfully implemented within 45 calendar days after task order award.

5.2.2.7 100% of Transition Plan successfully executed within 90 calendar days after task order award.

5.2.3 Measures

5.2.3.1 Weekly Review Meetings with designated Institute staff.

5.2.3.2 COR to review Website Design prior to implementation.

5.2.3.3 COR to review Test Data Weekly.

5.2.3.4 COR to review customer database records.

5.2.3.5 COR to review Final Test results.

5.2.4 Incentives

5.2.4.1 Interfaces must effectively transfer financial data from registration and collection system to EEOC financial system and U.S. Treasury as exhibited by test results within 60 calendar days after award of task order. For each day beyond the 60 calendar days that contractor is responsible for, 2% of Clin #2 total collection will be withheld.

5.2.4.2 Data migration must be completed effectively within 30 calendar days after task order award. After data has been migrated to new system, unique identifiers must be assigned to existing customer data within 60 calendar days after task order award. For each day beyond scheduled time frames for data migration, 1% of Clin #2 total collection will be withheld.

5.2.4.3 Website must be launched, tested, and operational within 45 calendar days after task order award. For each day beyond scheduled time frames for website implementation, 1% of Clin #2 total collection will be withheld.

5.2.4.4 Registration and Collection System including report generation capability must be launched, tested, and working effectively within 45 calendar days after task order award. For each day beyond scheduled time frames for Registration and Collection system implementation, 2% of Clin #2 total collection will be withheld.

5.2.4.5 On-site Training Application must be launched, tested, and operational within 45 calendar days after task order award. For each day beyond scheduled time frames for On-site Training Application, 0.5% of Clin #2 total collection will be withheld.

5.2.4.6 On-line Bookstore must be launched, tested, and operational within 45 calendar days after task order award. For each day beyond scheduled time frames for On-line Bookstore, 0.2% of Clin #2 total collection will be withheld.

5.2.4.7 All On-line Registration and Collection System operations must be fully functional within 90 calendar days after task order award. For each day beyond scheduled time frames, 2% of Clin #2 total collection will be withheld.

5.3 Performance Objective #3: Host System Operation

5.3.1 Performance Standards

5.3.1.1 Maintain website operations including Institute access to event setup and maintaining website event information.

5.3.1.2 Maintain registration operations to include the regular updating of the customer database for complete and incomplete registrations for Institute events. For completed registrations, issue confirmations to participants. For incomplete reservations (those with no collection, incorrect collection, invalid credit card information, incomplete IPAC information, etc.), notify registrants and update records as updated information is received. For registrants paying by IPAC, issue billings, process IPAC transactions, track and monitor collections, and perform follow-up collection activities. Maintain wait lists, transfer lists, manage substitutions and cancellations.

5.3.1.3 Maintain financial operations including processing collections to the training institute. Maintain data transfer between the Registration System and EEOC financial system interfaces, process refunds as required, and reconcile Registration System financial collection and collection data with Treasury and EEOC financial systems.

5.3.1.4 Maintain system security and ensure that data and information entered on-line is encrypted to prevent interception.

5.3.1.5 Maintain customer database for individuals and organizations, identify and correct on-line registrant data entry errors, update and maintain current customer contact information based on returned mail and email.

5.3.1.6 Maintain Direct Product Sales application including On-line Bookstore product sales application.

5.3.1.7 Maintain report generation capabilities for scheduled reports on systems operations, monitoring data integrity, data accuracy and maintenance, registration, and financial information. Provide accessibility to Institute users to generate ad hoc reports for these categories as well. Provide form generation capability to produce agreements for Customer Specific Trainings

5.3.1.8 Maintain registration and collection hardware and software systems so they remain in constant operation by conducting regular systems maintenance.

5.3.1.9 95% of registrations received by contractor must be entered into the registration system and collections processed within 2 business days of receipt, unless registration or registration order is not complete.

5.3.1.10 Incomplete registration/orders must be acknowledged to registrant/registrar via email, phone or fax within 1 business day of receipt 95% of the time

5.3.1.11 90% of all incomplete registrations received by Contractor must be made complete within 5 business days of receipt.

5.3.1.12 Registrations initially submitted which are incomplete are made complete within 5 business days of the event 90% of the time

5.3.1.13 95% of the time, checks are processed within 1 business day of receipt at contractor’s place of business unless the check meets the guidelines for Unidentified Checks, incomplete registrations.

5.3.2 Website Functions

5.3.2.1 Software registration system to provide templates for website design and technical assistance in designing website to enhance registration experience of customers and product sale.

5.3.2.2 User-friendly access to post, update, or modify the information on Institute events such as registration procedures, agendas, marketing brochures, hotel accommodations, or provide links to such.

5.3.2.3 Website able to handle a wide variety of website designs and enhancements, such as color, graphic, audio and video clips.

5.3.2.4 Website design to provide quick and easy access for customers to register for Institute events with the least amount of clicks.

5.3.2.5 508 Compliant.

5.3.2.6 Provide portal for customers to sign up to be notified of Institute events or to send emails inquiring about and providing comments about Institute events.

5.3.2.7 Provide portal for registrants to access and download event materials.

5.3.2.8 EEOC personnel to have continuous access to event registration, collection, customer service tracking, and report information.

5.3.2.9 Changes, modifications and revisions to the website design completed within timeframes set by COR 90% of the time.

5.3.3 Registration Functions- Independent Portal- web based online portal, which allows external customers to:

5.3.3.1 Self-register, pay, be confirmed and receive receipts for collection, including date of collection, for Institute events online.

5.3.3.2 Sign-up for notification of Institute events.

5.3.3.3 Purchase and pay for Institute products including the ability to download purchased products in electronic form.

5.3.3.4 Download copies of event handouts for events they are registered for.

5.3.3.5 Send an inquiry or comment to the Institute, including questions or inquiries during the registration process.

5.3.3.6 Access and fill out evaluation forms for events via website or via a link to evaluation forms.

5.3.3.7 On-Line System Security - Communications must be secure and have a valid certificate of security guaranty. Registration data and information entered in the on-line registration system should be encrypted to prevent interception.

5.3.4 Events Functions

5.3.4.1 Function allows event setup or modification of event information by either the contractor or EEOC users.

5.3.4.2 Provides easy user-friendly online access to setup event, modify, view, export and/or print event information.

5.3.4.3 Provides online summary information on events by product type, showing items such as number of confirmed and incomplete registrants, collections to date and expected collections.

5.3.4.4 Able to export event information to different output formats including PDF and WORD and EXCEL.

5.3.4.5 Can handle Institute events with separate registration for workshops or specialty tracks or where participants can elect to register and pay for a portion of the event.

5.3.4.6 Has ability to setup events with differential pricing based on various parameters such as on-line, Early-Bird discounts.

5.3.4.7 Able to seamlessly integrate with commercially available mobile app vendors who provide mobile apps for events. Seamless integration means accurate, updated data flows to mobile app providers electronically and with no manual manipulation required by EEOC personnel. As part of the bid, offeror must describe how they intend to ensure integration.

5.3.4.8

5.3.5 Collection Functions

5.3.5.1 Creation of Accounts Receivable - Upon the completion of an event when collection has not been received from a customer or upon request from EEOC, system has the ability to transmit by registration order number and event number, accounts receivable data to the EEOC financial system for the amounts owed.

5.3.5.2 Billing - Solution must support generation of billings and maintenance of records on bills issued and bill collections. System able to generate both email and hard copy bills and maintain copies of bills generated. Copies of bills sent to customers to be available for viewing by users from the online system.

5.3.6 Interface with EEOC Financial System and Treasury Financial System Function

5.3.6.1 Collection Information to be Transmitted - System shall allow for transfer of collection and accounts receivable data to the EEOC’s accounting and financial system by event code, product line, customer order number and type of customer (federal or non-federal) and if federal, by agency code/name.

5.3.6.2 Transmission of collection information to EEOC's Financial System and Treasury Systems - The solution shall have the capability to transmit financial data and collection data from the on-line registration system to EEOC's financial applications. The solution shall capture financial collection data on specific training events and products and transmit information to EEOC's financial system by product line, specific seminar or course, customer/order number, type of customer (federal or non-federal) and specific federal agency. For the Federal collections, the system must capture and send information required for System. The system must have capacity of verifying accuracy customer self-entered data on customer-type (federal or non-federal) and specific federal agency prior to transmittal to EEOC's financial system.

5.3.6.3 Accuracy of Collection Information – The System shall maintain accurate and detailed data on transmittal of collections to U.S. Treasury systems, including pay.gov, and the EEOC Financial System to assure timely daily and monthly reconciliation of collection data in all three systems. Solution shall be in accordance with generally accepted federal government accounting principles.

5.3.6.4 Reconciliation of U. S. Treasury and EEOC’s Financial and Accounting System and Registration System Records Involving Institute Collections – System able to produce reports to be used for daily and monthly reconciliation of records so that accounts receivables and collections (refunds) are processed accurately across all three systems. Solution must perform monthly reconciliation of collection records. All differences to be documented with supporting data.

5.3.7 Direct Product Sales Function- Provide an online bookstore for the purchase of products which is integrated with EEOC’s distribution operation. Application shall have the ability to:

5.3.7.1 Provide an on-line bookstore system where customers can purchase Institute products, such as CDs, DVDs, books and online training course materials.

5.3.7.2 Process, track and report on product orders received by mail or FAX.

5.3.7.3 Maintain and update information on customers purchasing products.

5.3.7.4 Generate and email customer product purchase confirmation information as set out in Institute Operating Procedures.

5.3.7.5 Generate product shipping orders to be sent for fulfillment as set out in the Institute’s processing procedures.

5.3.7.6 Provide capability of downloading products in lieu of shipping hard-copy DVD, CDs or books.

Process collection and perform collection activities similar to training registrations as set out in Institute Operating Procedures (Anticipated yearly order volume: 100-200 orders).

5.3.8 Integrated Customer Database Function- Creation, maintenance, and updating of database of contact, demographic, and/or financial information on current, former, and potential customers.

5.3.8.1 Error reduction – System shall have the capability of minimizing data entry errors, both for the contractor entered data and data entered by self-registrants. System to identify critical missing data and detect incorrect coding entries especially for the critical fields of collection type and industry type (federal, state and local and private).

5.3.8.2 Verification of data on industry-type and name of federal agency – System able to determine by collection type, credit card number used, or other data entry items whether collection/collection is or will be from a federal agency and which federal agency. System able to correct data errors on industry type and federal agency name/code prior to transmission to EEOC’s financial system and Treasury systems.

5.3.8.3 Error Scans - Periodic error scans to verify accuracy and/or consistency of data particularly the fields indicating event code, industry type, name of federal agency and collection type.

5.3.8.4 Update of Data – The contractor shall be responsible for regular updating of customer database based on bounced emails, returned mail, information on changed or bad addresses received from the customers, Institute/EEOC staff or other sources.

5.3.8.5 Adding Records to the Customer Database – System shall be capable of adding records to the database including but not limited to the following: from external customer requesting to be added to the database either via the website portal, by email, fax or mail requests; from Institute/EEOC.

5.3.8.6 User Level of Access - Provide multiple levels of data access for EEOC users to view, access, correct or update registration data, view collection information, and produce reports on an on-going basis. EEOC access and contractor access to confidential financial data, such as credit card numbers, shall be governed by applicable government privacy regulations.

5.3.8.7 Use of Registration Order Records - Ability to correlate and track records of multiple registrants under one collection record/registration record. A Registrant Order Record is an order made at one time, with one collection for one or more registrants which is tracked within both Contractor’s and EEOC’s financial system.

5.3.8.8 Unique identifier - Assign a unique identifier to each current or past customer who has registered for an Institute event or purchased an Institute product. Has ability to track information on registrations in the database for a particular customer and produce an historic customer record. Unique identifier also to be used to reduce the incidents of emailing the same individual more than once during an email campaign or when preparing customer lists for direct mail marketing. [See Email Marketing Function].

5.3.8.9 Upload, Search for, View Onscreen and Export Electronic Versions of Paper Records of Registrants - Solution to provide the ability to view onscreen electronic versions of paper registrations and related collection documents received by contractor, such as registration forms, fax sheets, mailing envelopes, etc, in formats compatible to EEOC’s computer systems and accessible to Institute and EEOC users.

5.3.8.10 Upload, Search for, View Onscreen and Export copies of bills issued. [Current size of Customer Database: From 2004 to 2012, there are approximately 70,000 registration records of individuals who registered for Institute events or bought Institute products.

5.3.9 Integrated Customer Service Function

5.3.9.1 Emailing, tracking and management capability utilizing contractor database to contact and provide information to selected registrants by event, group of events, or by other grouping such as product line, year, or geographical area. Emails can be created with graphics, boxes, colors, various fonts and other features used in word processing software. Emails may be sent and tracked utilizing a system other than EEOC’s email system. This function is primarily for contacting customers of an event or group of events to provide them information about the event or follow-up with them after the event. Application able to determine whether recipient received email and opened email or clicked on links in the email.

5.3.10 Email Marketing Function

5.3.10.1 Solution provides within the system or with a third party provider the ability to generate, track and measure email campaigns to individuals in the customer database. The contractor shall be responsible for regularly conducting email campaigns upon request from COR, particularly for nationwide or regional email campaigns. Institute users also to have capability of conducting email campaigns. The contractor may propose a sub-contractor to perform this function. Application shall have the ability to:

· Access records in Customer Database.

· Upon request from Institute users, generate mass e-mails to market Institute events to previous customers and potential customers in the Institute Customer database based on a number of different variables (zip code, state, industry type, event codes, etc).

· Enable EEOC users the ability to design and send out emails using system.

· Provide easy-to-use and/or easy-to-modify templates for email marketing campaigns.

· Provide technical guidance and assistance in the development of the formats for email campaigns that will increase the visual appeal of the email, encourage the opening of the email and the clicking on links.

· Email design able to incorporate the use of logos, graphics and pictures and mimic the design of the Institute website.

· Tracks and maintains information on bounced emails.

· Tracks and maintains information on…