Salesforce Support Draft PWS .pdf

DEPARTMENT OF HOMELAND SECURITY (DHS)

PERFORMANCE WORK STATEMENT (PWS)

FOR

FEDERAL INSURANCE CUSTOMER RELATIONSHIP MANAGEMENT

(FICRM)

1.0 GENERAL

1.1 BACKGROUND

The Federal Mergency Management Agency’s (FEMA’s) goals are to instill equity as the foundation of emergency management; lead whole communities in climate resilience, and to promote and sustain a ready FEMA and prepared nation. In order to instill equity as a foundation of emergency management, FEMA has set objectives to remove barriers to FEMA programs through a people first approach. The Federal Insurance and Mitigation Administration (FIMA) within FEMA contributes directly to this objective as a high impact service provider with the aspiration of building a world class organization by focusing on customer satisfaction and empowering people to drive action together. The FIMA vision is a prepared and resilient nation, and the FIMA mission is to reduce disaster suffering.

The National Flood Insurance Program (NFIP) aims to reduce disaster suffering by providing affordable insurance to property owners, renters and businesses as well as encouraging communities to adopt and enforce floodplain management regulations. The NFIP is a partnership between the federal government, which administers the program, the property and casualty insurance industry, states, local official, lending institutions, and property owners.

Property owners, and particularly those property owners with NFIP coverage, are the primary customer of FIMA. Other external stakeholders such as Write Your Own (WYO) insurers, and

State, Territory, Tribal and Local (STTL) partners who assist FIMA in delivering NFIP services to the FIMA primary customer are also considered secondary customers. The FIMA primary customer may also interact with FEMA through Stafford Act activities, such as FEMA’s

Individual Household Program. To reduce complexity, it is imperative that FIMA’s primary customer has “no wrong door” to accessing NFIP services. Moreover, FIMA seeks to have a 360 view of its primary customer interactions with various FEMA and FIMA program resources.

Finally, FIMA seeks to be able to integrate its customer relationship management with existing

Information Technology systems used to administer FIMA programs.

The mission of the Federal Insurance Directorate (FID) is providing customer focused flood insurance to help survivors and their communities recover effectively from flood events. The directorate will focus on putting the customer first and ensuring that the NFIP’s operations are world class. The program is growing, to close the nation’s insurance gap and double the number of structures covered by flood insurance, therefore support services must scale to meet the day-to-day, response, and recovery activities

The Federal Insurance Mitigation Administration’s , (FIMA) Office of the Flood Insurance

Advocate (OFIA) was established by Congress in the Homeowner Flood Insurance Affordability

Act of 2014 to advocate for the fair treatment of policyholders and to educate NFIP policyholders regarding all aspects of the NFIP. OFIA has been participating in the ongoing

FIMA initiatives to transform FIMA’s business model for delivering on its mission with customer-centric focus on reducing disaster suffering and providing world class service to NFIP policies. Through its direct interactions with customers, the OFIA identifies systemic trends affecting the public causing confusion or frustration and makes recommendations for program improvement to FEMA leadership. The ability to gather customer data and perform robust analytics is critical to the effort of identifying meaningful trends and making impactful recommendations to improve the customer experience. Planning and management support services are required for OFIA to implement and enhance operations to fulfill duties set forth in

Section 24 of the Homeowners Flood Insurance Affordability Act of 2014.

The mission of the Risk Management Directorate (RMD) (Communications, HAZUS, FMIX, Risk MAP IT Help) is equipping and compelling people and the nation to reduce disaster suffering for all. The Risk Management Directorate supports community resilience by providing data, building partnerships, outreach and engagement, and supporting long-term hazard mitigation planning. Risk MAP’s Flood Risk Products work alongside regulatory products to provide flood risk information and support a community’s overall floodplain management and hazard mitigation strategies.

To meet the goals of the NFIP, FIMA requires a tool that will provide smooth, seamless, and transparent flow of information to all internal and external stakeholders and partners and will integrate operations across programs seamlessly, regardless of customer engagement type or touchpoint along the various customer’s journeys. The business intelligence and customer insights generated by analyzing these customer engagements, along with the timely measurement of customer sentiment along the customer journeys should then be used to inform FIMA’s continuous improvement efforts. FIMA is attempting to address this need through the creation of an Enterprise-wide Customer Relationship Management (ECRM) program. This program would include cultural readiness and change management, technology development, data architecture, privacy and security, performance measurement, data management, governance, communications and other elements.

1.2 VISION / MISSION

FIMA established the Salesforce Federal Insurance Customer Relationship Management

(FICRM) Support Service project to create an Enterprise CRM platform and program that will provide seamless and transparent dataflow of information to all internal and external stakeholders and partners. The intent of this platform is to integrate customer service and support operations across programs regardless of customer engagement type or touchpoint along the various customer’s journeys.

https://www.fema.gov/emergency-managers/mitigation/planning

Our Vision is to provide a 360-degree insight into every customer touchpoint through the integration of Customer Relationship Management and customer touchpoint applications.

Our Mission is to provide world class customer service by delivering technology and capability that is secure, interoperable, and accessible.

In driving towards our Vision and Mission FICRM has several guiding project objectives:

1. All proposed solutions are developed to meet the privacy and security compliance requirements of the FedRAMP level of the CRM solution and the DHS/FEMA ATO requirements.

2. Develop a customer-centric culture that will guide how we manage all FIMA’s customer interactions and improve customer experience.

3. Increase overall effectiveness of business operations.

4. The ability to provide a 360-degree view of the customer and produce multi-channel customer interactions into useful insights which will guide FIMA’s efforts to make a simpler, easier, more transparent, and more reliable customer experience.

The Contractor shall provide strategic guidance and will develop a strategic roadmap or plan for

FICRM development, understanding current capabilities while also accounting for future development of the product or associated tools which may become available. Advise and mentor application teams, including customer and partner resources in technical and functional delivery aspects at a program level.

1.3 SCOPE

The Contractor will design and implement solutions that address the challenges and leverage the opportunities of multiple FIMA components. Support services must be able to scale to provide world class customer care to our policyholders and accommodate future policy growth.

The Contractor will develop a strategic roadmap for Salesforce CRM development and provide guidance for long-term investments in this technology. They shall collect

Salesforce CRM user and other stakeholder feedback to enhance the application’s functionality and usability.

The Contractor shall collaborate with other FIMA components’ contract support teams, including but not limited to the NFIP Communications contract, the Federal Insurance Standard Operations support contract, the Insurance Systems Operations &

Maintenance support.

The Contractor will be required to advise and mentor diverse teams; and in addition, collaborate with other FIMA contract support teams, and other federal agencies to showcase success stories of implementation of Salesforce CRM and other Salesforce products. This shall include the contractor’s plan for communicating to stakeholders and change management. The contractor will assist the government with creating a governance plan to accommodate multiple FICRM users to include interoperability and coordination of enhancements, maintenance and operations, and use of emerging features.

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This is a Firm Fixed Price (FFP) delivery order.

1.4 OBJECTIVE

The purpose of this Performance Work Statement (PWS) is to establish a Blanket Purchase

Agreement for the continued implementation and enhancement of the enterprise-wide Federal

Insurance Customer Relationship Management Tool Salesforce platform and establishment of management system services and support for components in FIMA.

1.5 APPLICABLE DOCUMENTS

1. The Homeowner Flood Insurance Affordability Act of 2014

2. Biggert-Waters Flood Insurance Reform Act of 2012 (BW-12)

3. Consolidated Appropriations Act of 2014

4. OFIA Concept of Operations (CONOPs)

5. OFIA Operations Plan

6. OFIA Change Navigation and Communications Plan

7. Government Performance and Results Act (GPRA) Modernization Act of 2010

8. Executive Order 13571: Streamlining Service Delivery and Improving Customer

Service.

9. 21st Century Integrated Digital Experience Act (IDEA)

10. OMB Circular A-11, Section 280 “Managing Customer Experience and Improving

Service Delivery”.

11. 42 USC 4020 requires the Federal Insurance Administrator to make information about the NFIP available to the public. This supports our contact management/CRM needs

12. Foundations for Evidence-Based Policymaking Act of 2018 (“Evidence Act”) enables agencies to collect and analyze data to use as evidence in policymaking, as well as assess the effectiveness and efficiency of current programs.

13. Executive Order 14058 “Transforming Federal Customer Experience and Service

Delivery to Rebuild Trust in Government.”

1.6 PERFORMANCE REQUIREMENTS SUMMARY

This contract includes a Performance Requirements Summary (PRS) at PWS 10.0. The PRS plays an integral role in the administration of the contract. In addition to any applicable inspection clauses or other related terms and conditions contained in the contract, the PRS shall serve as a primary tool for inspection and acceptance of services as facilitated by the Contracting

Officer’s Representative (COR). Evaluation of the Contractor’s overall performance shall be in accordance with the performance standards set forth in the PRS, and will be conducted by the

COR. The PRS constitutes a material aspect of the contract and will not be changed or otherwise modified without prior written approval of the Contracting Officer.

2.0 SPECIFIC REQUIREMENTS/TASKS

2.1 TASK ONE - Project Management

The Contractor shall understand each FIMA component business practices, needs, and case management workflow to provide support and control changes within the Salesforce CRM environment. The Contractor will continue to follow Change Management principles and documentation.

The Contractor shall utilize and follow Agile Development practices & related tools, with FEMA approval/support. The Contractor shall collaborate with the program Point of Contact (POC) to perform, but not limited to, the following processes:

o Product backlog – The Contractor will continuously perform and assess FEMA products prioritized by FEMA and maintain a product backlog list o Release Backlog – The contractor will itemize priorities determined by FEMA and release to planning o Sprint Planning – the Contractor shall plan Sprints in grooming FEMA stories. Sprints should be no longer than 4 weeks o Sprint Backlog o Scrum – Implement daily scrum/tagups. Actions items will be documented for the

FEMA team o Sprint Review/Demo – Contractor shall plan, prepare and conduct Demo’s for user acceptance of features implemented.

o Sprint Retrospective – Perform retrospective after each sprint to review process and the

Contractor shall produce a retrospective report as an input into the next Sprint to be conducted o Multi-Disciplinary Teams (Developer, product owner supporter, change management, trainer, etc.) to implement Agile Development framework.

o Automated (unit/integration/end-to-end) testing for each Story and Epic o Continuous Integration and Continuous Deployment within the Agile framework o Refactor to minimize technical debt; the Contractor and FEMA must allow themselves time for defect remediation and refactoring.

o Application Protocol Interface (API) development and documentation o Cloud deployment > Follow https://playbook.cio.gov o Product management and strategy o Usability research, such as (but not limited to) contextual inquiry, stakeholder interviews, and usability testing o User experience design > Follow https://designsystem.digital.gov o Sketching, wireframing, and/or prototyping, and user-task flow development o Visual design o Products developed will meet Section 508 Compliance

The Contractor shall build and test public-facing sites and tools to adhere to FEMA IT standards, policies and protocols.

The Contractor shall collect Salesforce CRM user and other stakeholder feedback to enhance https://playbook.cio.gov/ https://designsystem.digital.gov/

Salesforce CRM application functionality and usability.

The Contractor shall develop a Roll-Out Plan for incremental Salesforce CRM application product delivery, which shall include the contractor’s plan for change management and communicating to stakeholders.

The contractor shall work with the program to design and implement solutions that address

Helpdesk and web submitted inquiry challenges in supporting a widely growing public user base.

The contractor shall routinely solicit Helpdesk functional enhancement priorities from FEMA to be implemented prior to each agile development sprint. Periodic meetings will take place between FEMA Program leads and the contractor specifically to address Helpdesk issues, rather than broader calls to discuss all FIMA helpdesk issues simultaneously.

The Contractor shall partner with the FEMA to create a project plan that will show the proposed dates for kick-off activities such as sprint planning, building sprints, testing, training, and support.

The Contractor shall Manage, edit and monitor the Salesforce Work Manager application; track all FICRM Epics, User Stories within the Work Manager application.

The Contractor shall support Training of end users on the FICRM solutions, to include the development of training resources, quick start guides, and conducting training sessions as necessary for each FIMA program component, and each application built and to be built.

The Contractor shall partner with the FIMA FICRM program Champions on the initial tasks required to create a project plan that will show the proposed dates for kick-off activities such as interviews, building sprints, Authority to Operate (ATO), testing, training, pilot rollouts, and support. The plan will be used to resolve potential scheduling conflicts and better align the project schedule to government’s priorities.

The Contractor will help identify potential impacts from other development efforts and help prevent code and configuration collisions in production.

The Contractor shall provide strategic planning, administration, and coordination support for a

Salesforce Center of Excellence (COE). The purpose of the COE is to ensure that all development of Salesforce Applications within FIMA will be consistent, that Salesforce

Applications will follow the strategic roadmap developed by leadership and the FICRM team, and the Salesforce Applications will maintain interoperability with other applications within the

Salesforce environment. The contractor will provide administrative support to include note taking, scheduling and logistics, and other support as necessary for the COE.

The contractor will prepare the initial Project Road map, Project Management Plan (PMP) and

Quality Assurance Control Plan (QCP) and other deliverables.

The Contractor shall conduct business and technical requirements gathering sessions.

The contractor shall collaborate with Program POCs to create service level agreements, performance targets, and schedules related to technical solutions. Separate POCs will be established for each FIMAprogram area. Each program area will develop its own service level agreements, performance targets and schedule. However, the contractor shall advise of common requirements, and facilitate regular meetings for Program POCs to share best practices.

The Contractor shall develop and maintain requirements documentation, including but not limited to user stories, user acceptance tests, workflows, requirement details, and wireframes.

The contractor shall develop and maintain requirements traceability matrix and revisions log.

The contractor shall recommend ways to capture data about the Customer Experience (CX) and assist with developing CX improvements.

The contractor shall create measurement tools [metrics] within Salesforce solutions to help demonstrate improvements to customer experience.

The contractor shall complete functional and administrative system changes.

The contractor shall add and remove system components and data.

The contractor shall ensure that FEMA staff can remove data and make changes that do not involve code changes.

The contractor will add, edit, and remove CRM data fields and will add, edit, and remove data values and datasets into the CRM to facilitate case processing.

The contractor shall include power user capabilities.

2.2 TASK TWO Core Functional Features

The Contractor shall support the multiple Directorate’s and Office’s overarching goals of implementing Salesforce CRM and its related solutions: (1) provide world class customer service, (2) increase overall effectiveness of operations, and (3) access actionable insights that can improve business forecasting.

The Contractor shall provide services that are innovative, flexible, reflect subject matter expertise, and are increasingly efficient while delivering increased effectiveness given the

Government’s continuing resource constraints. This may include leveraging of out-of-the-box

(OOTB) Salesforce features to minimize the potential customization and complexity of maintaining the ECRM.

2.3 TASK THREE - Sustainment

2.3.1 Change Requests/Defect Resolution/Operation and Maintenance

Perform Enhancements, patches, and updates to applications, data, or cloud solutions.

Develop a minimum of five (5) high priority enhancements per quarter until all remaining critical or high priority enhancements are implemented.

Maintain and Update an overall release backlog of features, enhancements and defect fixes ensuring there is a requirement traceability matrix (RTM).

Utilize tools and processes to provide transparency and engagement with the product owner/stakeholders.

Perform code coverage reviews and analysis of new enhancement application code to ensure solutions are fully deployable and meet requirement standards.

Provide strategic guidance in the development of a strategic roadmap for development.

Advise and mentor diverse teams, including customer and partner resources in technical and functional delivery aspects at a program level.

The contractor shall provide, articulate and document the current and desired future business practices and priorities required by the individual offices/components.

The contractor shall provide an up-to-date shared calendar to create and document high level strategies and roadmaps for building future applications to enhance the use of Salesforce tools.

The contractor shall create solution-based recommendations for process change to ensure the individual component is using the Salesforce tool to its greatest extent.

The contractor shall coordinate and conduct recurring update meetings with individual offices/components’ POCs.

The contractor shall communicate the level of effort involved in change request so that projects may be prioritized.

The contractor shall provide code/functionality maintenance and defect resolution support.

The contractor shall partner with FIMA Salesforce champions to capture data, provide actionable insights and develop solutions that can lead to CX improvements.

To facilitate partnering with FIMA Salesforce Champions, this may include the ability to create and analyze surveys, track sentiment, automate messaging, create trigger-based actions and tasks etc.

Proactive engagement – Planned automated messages allowing the customer to request a follow up call from a supervisor to see if customer needs additional support – Can ask the customer at the end of an interaction if they’d like us to reach out in a set number of days.

Could be valuable for flood survivors or use of predictive next questions and proactive distributions of additional resources to not over burden customers in one interaction with

“all” the information.

Personalized content automatically pulled from historical customer record data.

The Contractor shall provide analytics capacity to provide FIMAwith insights to make evidence based recommendations based on a robust understanding of customer needs.

Analytics will support FIMA proceses and people, and will be predictive, prescriptive, diagnostic and descriptive.

The Contactor will make recommendations to FIMA to improve data analytics capacity and visual appeal.

The Contractor will support data analytics including static reports, routine scheduled reports, and ad hoc reporting.

2.3.2 System Integration

Support the integration of Salesforce applications with additional existing FIMA software applications All applications developed under performance of this task order will require the contractor to perform the following actions:

Conduct up to three (3) discovery engagements with system manager implementation teams to begin analysis of technical system data architecture and integration points.

Develop preliminary design specifications and integration options for retrieving data from additional existing systems, to be displayed in the developed Salesforce CRM applications, based on the data collected from the discovery engagements.

The Contractor shall work with multiple program coordinators and other data analysists to set up metrics, create reports and dashboards that translate into actionable business insights to improve customer satisfaction and streamline internal business processes.

Conduct discovery engagements with the additional FIMA software systems’ implementation teams to begin analysis of technical system data architecture and integration points. Develop preliminary design specifications and integration options for retrieving data from other FIMA software systems, to be displayed in the developed Salesforce CRM applications, based on the data collected from the discovery engagements.

System integration may include integration with the Map Service Center (MSC), Risk MAP

IT Help National Flood Hazard Layer (NFHL)/Flood Map Changes Viewer (FMCV), Call

Management System (CMS), Community Information System (CIS) as well as with other future systems that may be identified by FEMA.

2.3.3 Corrective Maintenance

The contractor shall correct software failures, performance failures, and implementation failures that result from design errors, logic errors, and coding errors.

2.3.4 Adaptive Maintenance

The contractor shall upgrade or convert the application because of changes in the operating environment, including support the migration to Government Plus as needed. The term environment refers to all the conditions and influences which act from outside upon the application, such as business rule, Government policies, legislative changes, work patterns, or software and hardware platform changes.

2.3.5 Relevance Maintenance

The Contractor shall accommodate new or changed user requirements, increase the application performance and enhance its user interface.

The contractor shall create redundancy of administrative rights to ensure there is no single

POC.

2.3.6 Continuity of Operations

The Contractor shall provide ongoing operations and maintenance support to current

FIMA/Federal Insurance Salesforce CRM applications and documentation. The Contractor shall ensure support to all systems and data maintains industry best practices and complies with DHS/FEMA security and privacy standards.

2.3.7 Operations Support

Develop pilot builds in a pre-production environment during the initial period of performance, allowing a select group of pilot users to perform user acceptance testing and provide feedback until FIMA can begin deployment into production.

Coordinate with FIMA communications to incorporate stakeholder engagement, communications, and partnership needs.

The Contractor shall provide strategic planning, administration, and coordination support for a Salesforce Center of Excellence (COE). The purpose of the COE is to ensure that all development of Salesforce Applications within FIMA will be consistent, follow the strategic roadmap developed by leadership and the ECRM team, and will maintain interoperability with other applications within the Salesforce environment.

The contractor will provide administrative support to include note taking, scheduling and logistics, and other support as necessary for the COE.

2.4 TASK FOUR - Data Management Migration, Analytics and Reporting

The Contractor shall provide guidance to setting up Key Performance Indicators (KPI) to:

o Measure success of the Salesforce applications development, o Identify user pain points to be addressed by future improvements, o Measure customer satisfaction.

o Measure individual caseworker performance against service level requirements established by each Program area

The Contractor shall develop analytics and reporting functionality of an ECRM that is interoperable with other FIMA IT systems, provides a 360 view of the customer experience and ensures the NFIP primary customer is routed to the appropriate program area. The Contractor shall develop the ECRM to:

o Provide robust analytic capacity to predict casework increases and staffing needs o Collect sufficient customer data at minimum customer burden to make reasonable recommendations to resolve customer inquiries o Provide robust analytic capacity to identify systemic trends in customer inquiries to inform evidence-based decisions for program improvement o Provide means of overlaying ECRM data with other FIMA data and other government data to help FIMA identify underserved populations o Provide interoperable solutions for sharing FIMA ECRM data with FEMA program areas outside of FIMA, and particularly Individual Assistance o Support the reporting and analytic requirements of a high impact service provider to

OMB, GAO, IG and other oversight agencies o Ensure privacy and cybersecurity established by law and DHS are maintained

Initiate a meeting to discuss records management with our Records Management Branch and with the Privacy Office to ensure all Sensitive Personally Identifiable Information is properly handled.

The contractor shall consolidate and populate/migrate/import historical Casework Management data records into Salesforce. The original date opened and closed will be retained. Transaction history between open and closed does not need to be migrated.

The contactor shall build reports and complete data exports as needed.

The contractor shall perform data analytics of casework data [descriptive, diagnostic, predictive, and prescriptive] to facilitate the identification of trends, service quality, casework management, and the ability of the component to make meaningful recommendations to other program areas regarding issues and concerns driving NFIP customers to individual offices/components.

2.5 TASK FIVE - Security ATO Data Retention Compliance

The Contractor shall perform code coverage reviews and analysis of new and existing application code (from previous component pilot developments) to ensure solutions are fully deployable and meet requirement standards.

The Contractor shall support all FIMA components to keep existing Marketing Cloud components compliant with FEMA cybersecurity and privacy standards.

The Contractor shall provide support for each component program coordinator to identify any potential cybersecurity and privacy implications of proposed enhancements, and work with the

FIMA System Owner to complete all necessary steps that may be required for change requests to existing authority to operate (ATO).

The Contractor shall engage Salesforce to clarify any issues or topics identified by the FEMA-designated ISSO and provide input for other required ATO-related documents.

The contractor shall update or develop a Sensitive System Security Plan (SSSP). This is the primary reference that describes system sensitivity, criticality, security controls, policies, and procedures.

The contractor shall support any required Privacy Impact Assessment (PIA) and System of

Records Notification (SORN). For each new development activity, each incremental system update, or system recertification, a PIA and SORN shall be evaluated.

When necessary, the Contractor shall help create a Contingency Plan (CP). This plan describes the steps to be taken to ensure that an automated system or facility can be recovered from service disruptions in the event of emergencies and/or disasters.

The Contractor shall support annual contingency plan testing and shall provide a Contingency

Plan Test Results Report.

The Contractor shall support any FEMA Security Test and Evaluation (ST&E) process. This document evaluates each security control and counter measure to verify operation in the manner intended. Test parameters are established based on results of the Risk Assessment (RA). An

ST&E shall be conducted for each Major Application and each General Support System as part of the certification process.

The Contractor shall support the process of any Risk Assessment. The RA identifies threats and vulnerabilities, assesses the impacts of the threats, evaluates in-place countermeasures, and identifies additional countermeasures necessary to ensure an acceptable level of security. The

RA shall be completed after completing the NIST 800-53 evaluation, Contingency Plan Testing, and the ST&E. Identified weakness shall be documented in a Plan of Action and Milestone

(POA&M) in the FEMA approved tool. Each POA&M entry shall identify the cost of mitigating the weakness and the schedule for mitigating the weakness, as well as a POC for the mitigation efforts.

The Contractor shall support required Certification and Accreditation (CA/ATO). The Contractor will support the ISSO to obtain and maintain the Authority to Operate and include security specialists to assist with and provide annual self-assessments to maintain the ATO.

2.6 TASK SIX - Training

The contractor shall deliver a Training Plan that aligns training dates with office rollouts of new products and enhancements, obtain concurrence from program offices on the curriculum format and delivery mechanism, and plan communication channels to register students for the training.

The contractor shall develop and provide Salesforce product training materials including tutorials, quick reference guides, and in person and online training that is tailored to each module need.

The Contractor shall provide primarily on-site training using FEMA facilities and adapt training courses for webinars to meet the needs of geographically dispersed staff.

The contractor shall provide training for all new system users (including those users that are added on an ad-hoc basis).

The Contractor shall provide virtual trainings online at least once a month as needed.

The contractor shall provide training on statistical package (Lightning).

The contractor shall maintain and update Salesforce CRM training materials including tutorials, quick reference guides, in person and online training that is tailored to each module need.

The contractor shall conduct ad-hoc training of end users on Salesforce solutions to include the enhancement of training resources, quick start guides, and conducting ad-hoc training sessions as necessary for each application build and/or issues.

2.7 TASK SEVEN - Miscellaneous

2.7.1 Future Components

The Contractor shall work with the FEMA’s stakeholders and product owners and its contractors to identify ways to leverage existing tools, and identify possible future tools. This may include:

• Identify Marketing Cloud products that are interoperable with Salesforce Government

Cloud and the existing FIMA CRM ATO.

• Collaborate with other component’s staff to elicit requirements, as well as design and implement solutions that customize the products to meet the component’s needs.

• Support the FIMA System Owner to complete necessary steps to obtain an Authority to

Operate for Salesforce Marketing Cloud, or for individual products, whichever path is complaint with FEMA CIO and Office of Privacy requirements.

• Integration with Granicus/GovDelivery or Other FEMA-approved Email Marketing

Solution o The Contractor shall support the integration between the FIMA Salesforce applications and Granicus/GovDelivery or another FEMA-approved email marketing solution such as Salesforce Email Studio. The contractor shall develop design specifications and integration options for generating email subscriber lists from the

FIMA CRM to be used by GovDelivery or other proposed email solution, as well as the retrieving and storing of email marketing analytics into the FIMA Salesforce

CRM, if the email solution allows for such data export.

The Contractor shall work with multiple components, FEMA Office of Privacy, CIO the system owner for the email solution to ensure the proposed solution meets all privacy and security requirements.

The Contractor shall work with future FIMA components who wish to utilize FIMA’s use of the FICRM tool. Future mission requirements may necessitate additional FICRM users than initially described in this Blanket Purchase Agreement.

3.0 KEY PERSONNEL

3.1 Qualified Personnel

The Contractor shall provide qualified personnel to perform all requirements specified in this

PWS.

The Contractor shall provide the proper skill mix and experience to perform the tasks outlined in this PWS.

Contractor personnel shall have experience with CRM Salesforce support,developing and managing complex customer relationship management tools to support enhancing the user’s customer experience.

Project Architect

Qualifications: 10 year’s enterprise experience, including implementation experience with one or more common enterprise software solutions (e.g. CRM, ERP). 5 years’ experience as a Senior Architect and or CTO. Highly certified and recognized Salesforce expert.

o Experience in contributing to a program vision while advising and articulating program/project strategies on enabling technologies including Salesforce.com o Ability to provide guidance on application and integration development best practices and effectively integrate Salesforce into FIMA’s infrastructure.

o Experience managing customer expectations; negotiate solutions to complex problems with the customer.

o Experience with key areas of enterprise architecture, including integration technologies, single sign on, and master data management. Experience with Agile implementation methodologies.

o Proven results leading and overseeing customer and or partner success stories in the following domains: front- and back-end solution architecture, development and release management strategies, change management, and direct leadership in designing solutions that meet or exceed customer needs.

o Proven ability to analyze, design, and optimize business processes via technology and integration. Guiding customers and colleagues in rationalizing and deploying emerging technologies that drive increased business value.

User Experience Analyst

Qualifications: Master’s Degree or higher and/or 10 years of experience.

o Ensure entire end-to-end journey of a user's interaction with a product is complete and documented.

o Analyze the process of collecting and evaluating data about how users are experiencing and interacting with Salesforce.

o Using data analytics help enhance the user experience.

Project Manager

Qualifications: Master’s Degree or higher and/or 15 years of experience.

o Serving as the project manager for a large, complex task order (or a group of task orders affecting the same common/standard/migration system) and shall assist the FEMA Program

Manager in working with the Government Contracting Officer (CO), the contracting officer representative (COR), Government management personnel and customer agency representatives. Under the guidance of the FEMA Program Manager, responsible for the overall management of the specific task order(s) and insuring that the technical solutions and schedules in the task order are implemented in a timely manner. Performing enterprise wide horizontal integration planning and interfaces to other functional systems, including the development of conceptual systems requirements; systems integration requirements; systems phasing plan; business application consultation; problem tracking/management; and preparation and delivery of presentations.

o Support and develop a multi-year acquisition strategy and program Roadmap.

o Providing overall program, project, portfolio management, and contract resource management across government directorates and components and offices, to include; improving, developing, and implementing policies and procedures across business lines. Experience within FEMA, FIMA and FID is desirable.

o Project Management Professional (PMP) certification required.

Salesforce Engineer o Minimum of 5 + years of Salesforce development/admin experience o Expert level understanding of the Salesforce product suite, including Service Cloud;

Experience with Salesforce Government Cloud preferred.

o Understanding of Salesforce architecture and best practices, ability to design scalable solution o Knowledge of DevOps, with Salesforce DX and other toolsets.

o Strong understanding and experience with Salesforce environment management, release management, code versioning best practices and deployment methodologies o Hands-on expertise in Salesforce configuration and development o Salesforce administration experience, including but not limited to, User Management, Page

Layouts, Profiles, Roles, Field Level Security, Object Level Security, Permission Sets, Sharing

Rules, Etc.

o Experience developing Lightning Components using Salesforce Lightning Design System

(SLDS)

o Understanding of data sharing and visibility considerations and how they play into platform architecture o Knowledge of data integration tools and experience integrating Salesforce with different business systems as well as working with integration tools o Ability to define system landscape, identify gaps between current and desired future state o Excellent analytical and detail-oriented skills with the ability to rapidly learn and take advantage of new concepts, business models and technologies

Preferred Certifications:

• Salesforce Platform Developer or App Builder,

• Salesforce Advanced Administrator,

• Salesforce Service Cloud Consultant

• Salesforce Community Cloud Consultant

• Salesforce Certified Technical Architect (CTA) or Salesforce Application Architect or Salesforce System Architect

Salesforce Developer o 10+ years of experience in software development and/or programming design and systems management o At least 6 years of experience with customization on the Salesforce Lightning platform which should include: Lightning Components using the Lightning Design System framework, Apex, and declarative platform tools. (Process Builder, Visual Workflow, Lightning App Builder, etc.)

o 3 years of experience with Implementations of Service Cloud Features - Omni Channel , Live

Agent, Case Management o 4+ years of technical team leadership Experience o Excellent verbal and written communication skills o Experience in solution design.

o Experience with Salesforce Government Cloud product suite highly desired

Change Management Specialist o Supporting the preparation, rollout, and support of stakeholders to successfully adopt change related to the deployment of ECRM in order to drive organizational success and outcomes.

o Agile Coaching to support adoption of the requirements gathering or discovery processes.

o Fostering stakeholder awareness and acceptance of updates to current ERM applications, newly developed applications, emerging technology, and broader adoption of new business processes.

o Certification as Change Management Specialist, Certified Change Management Professional, or similar required.

Scrum Master

Qualifications o ScrumMaster certified by ScrumAlliance or a recognized organization o Five or more years of demonstrable experience in the role with one or more scrum teams o Bachelor’s Degree in computer science or related field or relevant experience o Experience in applying a wide variety of well-documented patterns and techniques for filling in the intentional gaps left in the Scrum approach (example: various burndown technologies, retrospective formats, handling bugs, etc.)

o Strong skills and knowledge of servant leadership, facilitation, situational awareness, conflict resolution, continual improvement, empowerment, and increasing transparency o Knowledge of other Agile approaches: XP, Kanban, Crystal, FDD, etc.

o Awareness and experience with widely successful Agile techniques o User Stories, Acceptance Test Driven Development (ATDD), Test Driven Development

(TDD), Continuous Integration, Continuous Testing, Pairing, Automated Testing, etc.

Business process Analyst - A Business Process Analyst (BPA) is a specialty Business Analyst Role that involves “thinking processes”. Business Process Analysts have knowledge of process mapping and business process reengineering. Business Process Analyst analyzes business processes and workflows with the objective of finding out how they can be improved or automated.

Before replacing any individual designated as Key by the Government, the Contractor shall notify the

Contracting Officer no less than 15 business days in advance, submit written justification for replacement, and provide the name and qualifications of any proposed substitute(s). All proposed substitutes shall possess qualifications equal to or superior to those of the Key person being replaced, unless otherwise approved by the Contracting Officer. The Contractor shall not replace Key

Contractor personnel without approval from the Contracting Officer. The following Contractor personnel are designated as Key for this requirement. Note: The Government may designate additional Contractor personnel as Key at the time of award.

4.0 OTHER APPLICABLE CONDITIONS

4.1 SECTION 504 REQUIREMENTS

The Contractor/Provider shall comply fully with Section 504 of the habilitation Act of 1973, as amended, which prohibits discrimination against qualified individuals with disabilities. No otherwise qualified individual with a disability shall, solely by reason of his or her disability, be excluded from participation in, be denied the benefits of, or subjected to discrimination under any program or activity for which the Contractor/Provider is awarded a contract and/or receives federal financial assistance from the Federal Emergency Management Agency. This includes, but is not limited to, providing reasonable accommodations and modifications to ensure effective communication access, physical access, and program access to all participants, including persons with disabilities. The Contractor/Provider shall incorporate this language in any subcontracts related to the provision of the FEMA public-facing program or activity.

4.2 SECURITY

SAFEGUARDING OF SENSITIVE INFORMATION (MAR 2015)

(a) Applicability. This clause applies to the Contractor, its subcontractors, and

Contractor employees (hereafter referred to collectively as “Contractor”). The

Contractor shall insert the substance of this clause in all subcontracts.

(b) Definitions. As used in this clause—

“Personally Identifiable Information (PII)” means information that can be used to distinguish or trace an individual's identity, such as name, social security number, or biometric records, either alone, or when combined with other personal or identifying information that is linked or linkable to a specific individual, such as date and place of birth, or mother’s maiden name.

The definition of PII is not anchored to any single category of information or technology. Rather, it requires a case-by-case assessment of the specific risk that an individual can be identified. In performing this assessment, it is important for an agency to recognize that non- personally identifiable information can become personally identifiable information whenever additional information is made publicly available—in any medium and from any source— that, combined with other available information, could be used to identify an individual.

PII is a subset of sensitive information. Examples of PII include, but are not limited to: name, date of birth, mailing address, telephone number, Social Security number

(SSN), email address, zip code, account numbers, certificate/license numbers, vehicle identifiers including license plates, uniform resource locators (URLs), static

Internet protocol addresses, biometric identifiers such as fingerprint, voiceprint, iris scan, photographic facial images, or any other unique identifying number or characteristic, and any information where it is reasonably foreseeable that the information will be linked with other information to identify the individual.

“Sensitive Information” is defined in HSAR clause 3052.204-71, Contractor

Employee Access, as any information, which if lost, misused, disclosed, or, without authorization is accessed, or modified, could adversely affect the national or homeland security interest, the conduct of Federal programs, or the privacy to which individuals are entitled under section 552a of Title 5, United States Code

(the Privacy Act), but which has not been specifically authorized under criteria established by an Executive Order or an Act of Congress to be kept secret in the interest of national defense, homeland security or foreign policy. This definition includes the following categories of information:

• Protected Critical Infrastructure Information (PCII) as set out in the Critical

Infrastructure Information Act of 2002 (Title II, Subtitle B, of the Homeland

Security Act, Public Law 107- 296, 196 Stat. 2135), as amended, the implementing regulations thereto (Title 6, Code of Federal Regulations, Part

29) as amended, the applicable PCII Procedures Manual, as amended, and any supplementary guidance officially communicated by an authorized official of the Department of Homeland Security (including the PCII Program Manager or his/her designee);

• Sensitive Security Information (SSI), as defined in Title 49, Code of

Federal Regulations, Part 1520, as amended, “Policies and Procedures of

Safeguarding and Control of SSI,” as amended, and any supplementary guidance officially communicated by an authorized official of the

Department of Homeland Security (including the Assistant Secretary for the Transportation Security Administration or his/her designee);

• Information designated as “For Official Use Only,” which is unclassified information of a sensitive nature and the unauthorized disclosure of which could adversely impact a person’s privacy or welfare, the conduct of Federal programs, or other programs or operations essential to the national or homeland security interest; and

• Any information that is designated “sensitive” or subject to other controls, safeguards or protections in accordance with subsequently adopted homeland security information handling procedures.

• “Sensitive Information Incident” is an incident that includes the known, potential, or suspected exposure, loss of control, compromise, unauthorized disclosure, unauthorized acquisition, or unauthorized access or attempted access of any Government system, Contractor system, or sensitive information.

• “Sensitive Personally Identifiable Information (SPII)” is a subset of PII, which if lost, compromised or disclosed without authorization, could result in substantial harm, embarrassment, inconvenience, or unfairness to an individual.

Some forms of PII are sensitive as stand-alone elements. Examples of such PII include: Social Security numbers (SSN), driver’s license or state identification number, Alien Registration Numbers (A-number), financial account number, and biometric identifiers such as fingerprint, voiceprint, or iris scan. Additional examples include any groupings of information that contain an individual’s name or other unique identifier plus one or more of the following elements:

(1) Truncated SSN (such as last 4 digits)

(2) Date of birth (month, day, and year)

(3) Citizenship or immigration status

(4) Ethnic or religious affiliation

(5) Sexual orientation

(6) Criminal History

(7) Medical Information

(8) System authentication information such as mother’s maiden name, account passwords or personal identification numbers (PIN)

Other PII may be “sensitive” depending on its context, such as a list of employees and their performance ratings or an unlisted home address or phone number. In contrast, a business card or public telephone directory of agency employees contains PII but is not sensitive.

(c) Authorities. The Contractor shall follow all current versions of Government policies and guidance accessible at http://www.dhs.gov/dhs-security-and-training-requirements- contractors, or available upon request from the Contracting Officer, including but not…