SOL_75H70722Q00024 EHSC AutoCAD Support Services.pdf

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CODE 18a. PAYMENT WILL BE MADE BY

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OFFEROR

Albuquerque NM 87110 4101 Indian School Rd NE, Suite 225 Albuquerque Indian Health Service

IHSOEHE CODE 16. ADMINISTERED BYCODE

X

X

611430

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% FOR:SET ASIDE:UNRESTRICTED OR203

RFPIFB

10. THIS ACQUISITION ISCODE

RFQ

14. METHOD OF SOLICITATION

13b. RATING

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SMALL BUSINESS

02/10/2022 1200 MT

01/27/2022

505-256-6752ERIC WRIGHT

(No collect calls)

INFORMATION CALL:

FOR SOLICITATION 8. OFFER DUE DATE/LOCAL TIMEb. TELEPHONE NUMBER a. NAME

4. ORDER NUMBER3. AWARD/ 6. SOLICITATION

75H70722Q00024

5. SOLICITATION NUMBER

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS 1. REQUISITION NUMBER PAGE OF

1 33 OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, & 30

TELEPHONE NO.

17a. CONTRACTOR/

Albuquerque New Mexico 87110 4101 Indian School Rd NE Ste 225 Office of Environmental Health & Engineering Environmental Health Support Center

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Albuquerque NM 87110 4101 Indian School Rd NE, Suite 225

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VETERAN-OWNED

SMALL BUSINESS

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8(A)

Albuquerque Indian Health Service

WOMEN-OWNED SMALL BUSINESS

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SMALL BUSINESS PROGRAM

EDWOSB

24.

AMOUNT

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SCHEDULE OF SUPPLIES/SERVICES

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ITEM NO.

Solicitation #75H70722Q00024 is issued to provide AutoCAD support services for the Environmental Health Support Center (EHSC) Office of Environmental Health and Engineering (OEHE).

(Use Reverse and/or Attach Additional Sheets as Necessary)

HEREIN, IS ACCEPTED AS TO ITEMS:

X

XX

DATED

ERIC K. WRIGHT

. YOUR OFFER ON SOLICITATION (BLOCK 5),

INCLUDING ANY ADDITIONS OR CHANGES WHICH ARE SET FORTH

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ALL ITEMS SET FORTH OR OTHERWISE IDENTIFIED ABOVE AND ON ANY ADDITIONAL

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OFFER

STANDARD FORM 1449 (REV. 2/2012)

Prescribed by GSA - FAR (48 CFR) 53.212

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AUTHORIZED FOR LOCAL REPRODUCTION

PREVIOUS EDITION IS NOT USABLE

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30a. SIGNATURE OF OFFEROR/CONTRACTOR

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ACCEPTED, AND CONFORMS TO THE CONTRACT, EXCEPT AS NOTED:

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41a. I CERTIFY THIS ACCOUNT IS CORRECT AND PROPER FOR PAYMENT

STANDARD FORM 1449 (REV. 2/2012) BACK

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ITEM NO.

32f. TELEPHONE NUMBER OF AUTHORIZED GOVERNMENT REPRESENTATIVE

32d. PRINTED NAME AND TITLE OF AUTHORIZED GOVERNMENT REPRESENTATIVE

33 2 of

75H70722Q00024, EHSC AutoCAD Support Services

SF-1449 continued, page 3 of 33

PURPOSE

The contractor shall provide EHSC AutoCAD Support Services the following Indian Health Service program:

Environmental Health Support Center (EHSC) Office of Environmental Health and Engineering (OEHE) Albuquerque Area Indian Health Service 4101 Indian School Rd NE Ste 225 Albuquerque, New Mexico 87110

Acquisition will be for a 12-month base year and four 12-month option periods for renewal.

DESCRIPTION OF SERVICES/SUPPLIES

The contractor shall be in accordance with all Federal, State, Local, Tribal and IHS regulations and shall be made with minimal divergence from the schedule established and with minimum disturbance and maximum protection of government personnel, property and general public.

General Note The contractor awarded this contract will be identified as the IHS OEHE Autodesk reseller of record for all products identified in this Statement of Work for the duration of the executed contract (up to five years total if each option year is awarded).

Item 1 – IHS Customized Autodesk Classroom Training

1.1- General Information The contractor shall furnish all labor including certified instructor, materials, equipment transportation and incidentals necessary to provide customized classroom training completed either face-to-face or via the web. Typical classroom sizes, for IHS provided venues and for Contractor provided venues, range between 8-11 students, but there may be occasions where there may be more or fewer students requiring training. With the exception of web based training, any class sizes that are less than eight students or over eleven students per session a supplemental agreement may be negotiated based on the schedule prices.

For Items 0001A, 1001A, 2001A, 3001A, and 4001A in the Schedule of Items, the IHS will provide the venue for the classroom training either at a commercial facility such as a hotel or within an IHS owned or leased facility. Potential locations for IHS training venues can be found in the attached exhibits 2 & 3, but may take place at other geographical locations as required. The Government will reimburse the Contractor’s instructor for travel, lodging, and per diem costs in accordance with the Federal Travel Regulation: http://www.gsa.gov/portal/content/104790. All other costs shall be included, fully burdened, in the Contract’s price schedule for these items. Example courses are as follows:

• 3-Day -24hr - AutoCAD Fundamentals

• 2-Day -16hr - AutoCAD Fundamentals Refresher

• 4-Day – 32hr Civil3D Fundamentals

• 3-Day – 24hr - Civil3D Refresher

• 3-Day – 24hr – REVIT Arch

• 3-Day – 24hr – REVIT MEP

Unless otherwise requested, all trainings should be on 2021 software until January 2024. After January 2024, all trainings should be on 2024 software unless otherwise requested.

For Items 0001B, 1001B, 2001B, 3001B, and 4001B in the Schedule of Items, the Contractor shall provide the venue for the classroom training. IHS students will travel under Government funding to the Contractor provided venue. All other costs shall be included, fully burdened, in the Contract’s price schedule for these items. Example courses are as follows:

• 3-Day -24hr - AutoCAD Fundamentals

• 2-Day -16hr - AutoCAD Fundamentals Refresher

• 4-Day – 32hr Civil3D Fundamentals http://www.gsa.gov/portal/content/104790

SF-1449 continued, page 4 of 33

• 3-Day – 24hr - Civil3D Refresher

For Items 0001C, 1001C, 2001C, 3001C, and 4001C in the Schedule of items, the Contractor shall provide the web training platform for the web version of the classroom training. IHS students will utilize their workstations and IHS software. Web based classroom trainings should support up to 30 participants. All other costs shall be included, fully burdened, in the Contract’s price schedule for these items. Example courses are as follows:

• 3-Day -24hr - AutoCAD Fundamentals

• 2-Day -16hr - AutoCAD Fundamentals Refresher

• 4-Day – 32hr Civil3D Fundamentals

• 3-Day – 24hr - Civil3D Refresher

Items 0001A, 1001A, 2001A, 3001A, 4001A, 0001B, 1001B, 2001B, 3001B, 4001B, 0001C, 1001C, 2001C, 3001C, and 4001C are optional items, which may be ordered at any time during the Contract’s period of performance. Prior to exercising the option, the Government will provide the Contractor with the dates that training is required, the number of students in attendance, and the location of the training if applicable. There is no guaranteed minimum or maximum amount of classroom or web based training for each of the above items, but should training as described in this contract be required, the contractor shall provide it under the terms and conditions and prices of this contract.

In the past 5 years (FY 15-20), the government has typically ordered between three and five training courses annually.

All trainers shall be certified Autodesk trainers thru the Autodesk® Certified Instructor (ACI) program, be designated as “Autodesk Gold Partners” or be able to demonstrate the ability to deliver complete Autodesk software solutions and be versed with its applicability to the IHS user. The majority of trainings will be focused on AutoCAD and Civil 3D Autodesk products; however, the contractor shall have capability to conduct trainings for all products within the IHS Autodesk software portfolio including REVIT products. Customized trainings shall focus on typical IHS projects including point management, surface creation, alignments, grading (lagoon site), pipes, and project management (sheet set manager, x-referencing, map functionality to link drawings). Advanced customized trainings shall focus on corridor tool application to pipes, lagoons, and access roads, style development, and other advanced skills. Since the majority of the work that IHS does is civil infrastructure, the Contractor shall have instructors specializing in civil infrastructure.

The contractor shall develop training agendas in consultation with the IHS AutoCAD Management Group sometimes referred to as the Management Group and the Environmental Health Support Center Training Coordinator. Provide a finalized training agenda and training course objectives to the EHSC Training Coordinator and the Management Group a minimum of 90 days prior to each scheduled session.

The IHS upgrades software on a three-year cycle based on the third release of each Autodesk platform. IHS will be upgrading to 2024 software by January 2024. The contractor shall base all classroom (and web based trainings) for the base year through 2023 on 2021 software and after December 31, 2023 on the 2024 software.

1.2 – Classroom Training Award and Cancellation The IHS will exercise an option for a classroom training (including web-based classroom trainings) order a minimum of 21 calendar days prior to the start day, inclusive, of any planned session. Should the IHS cancel the training after award, the IHS will attempt to reschedule or cancel with a supplemental agreement-modification if necessary.

What When Responsibility Specific Session(s) agendas, location(s) established.

Within 120 days of start Contractor & IHS

Final agenda approved Within 90 days of start Contractor & IHS Pre and post quizzes approved Within 30 days of start Contractor & IHS Award of optional items(s) Within 21 days of start Contracting Officer

SF-1449 continued, page 5 of 33

1.3 - Classroom Venue Locations Classroom training venues may be located within the following metropolitan areas within the Continental United States (CONUS) for Item 0001A:

West Coast: Portland, Sacramento, Seattle.

Southwest: Phoenix, Albuquerque, Window Rock- AZ, Shiprock-NM, Tucson.

Midwest: Minneapolis, Aberdeen-SD, Billings-MT, Bemidji-MN.

Other CONUS: Oklahoma City, Nashville-TN.

OCONUS (outside of CONUS): Anchorage, AK.

For Item 0001B, the Contractor provided venue(s) can be located anywhere within the CONUS or OCONUS provided the venue location(s) have major airline access to an airport listed under the GSA City/Pair Program (http://www.gsa.gov/portal/content/103885) and associated ground transportation access from the airport, adjacency to lodging that is listed in the Hotel-Motel National Master List . (https://apps.usfa.fema.gov/hotel/), eating establishments, and an over-all safe environment.

1.4 - Classroom Training Standards A. Pre-qualification or skills assessment test: If requested by the IHS, develop and execute an electronically administered pre-qualification or skills assessment test to potential attendees at least 40 days prior to planned training inclusive of the start date. Provide test results and recommendations for proposed students within 30 days prior to the planned training inclusive of the start date. This test shall be executed electronically and may use the website under Item 2 as its point of entry or platform.

B. Daily Schedule: Classroom sessions shall start in whole at 8:00am and end at 5:00pm with a one hour break for lunch plus one 15 minute break in the morning and one 15 minute break in the afternoon. The instructor shall be available for questions a minimum of 30 minutes after the end of each class day. Variations beyond incidental occurrences to this are subject to approval by the COR.

Web classroom offering schedule may include multiple four-eight hour sessions spread over a period of up to eight weeks.

C. Qualification AutoCAD Classroom Trainer: Shall be certified Autodesk trainers through the Autodesk® Certified Instructor (ACI) program, be designated as “Autodesk Gold Partners” or able to demonstrate the ability to deliver complete Autodesk software solutions, and be versed with its applicability to the IHS user. Since the majority of the work that IHS does is civil infrastructure, the Contractor shall have instructors specializing in civil infrastructure.

D. Equipment: Provide all necessary equipment including, but not limited to, appropriate software version, software licenses, computers with appurtenances for each trainee and the instructor, overhead projector, screen, and microphone. Should some equipment be available through the IHS provided venue/facility, its use will be agreed to by both the contractor and IHS and the price reduced accordingly by mutual agreement. The contractor shall be responsible for any of its provided equipment failures or malfunctions. The contractor shall be responsible for any theft, damage or loss of its provided equipment while in transit and for the duration of any classroom session.

E. Reference Manuals: Provide spiral bound or three ring binder reference manuals for each attendee of a classroom session to include exercises completed during the course and reference material for future use. The reference manual shall be provided to attendees at the start of each session. If reference manuals are more than 1-inch thick or otherwise untenable for a student to pack home, provide shipping of manuals to each attendee’s work location at the end of each training course for delivery within 7 business days.

http://www.gsa.gov/portal/content/103885

SF-1449 continued, page 6 of 33

Web classroom offerings shall utilize the electronic manuals procured under Item 2 in lieu of hard copy manuals.

F. Learning Evaluation (Pre and Post Quizzes): Develop, deliver, and evaluate training course pre-quiz and post-quiz to each participant to determine achieved learning. Submit drafts of quizzes to the Management Group for approval within 30 days of the start of each training course. Within 15 calendar days of the class completion date, submit copies of the quiz results (including copies of the individual quizzes) along with a summary table including student name, score on the pre-test, score on the post-test, and percent score change. Provide a summarization of class results based on average pre-test score, average post-test score, and percent score change.

For web-based course offerings, in addition to the pre and post quizzes, collect and document receipt of a minimum of three screen shots of different class exercises per web session per student (e.g., if a course had six four-hour sessions, a total of 18 screen shots per student would be required). Evaluate screenshots to determine student’s ability to complete the exercise. Within 15 calendar days of the class completion date, provide a summary sheet including each student’s name, confirmation that all screenshots were received, and whether or not the exercises appeared to be complete. If not complete, document any interactions you had with the student to assist them.

G. Certificates: Provide certificates to each attendee and a copy of each certificate to the EHSC Training Coordinator (in electronic format, preferably pdf) within fourteen calendar days of the completion of the training course unless otherwise approved by the contracting officer representative in writing.

H. Continuing Education Units (CEU) and Professional Development Hour (PDH): Provide CEUs or PDHs for any classroom training if attainable and applicable

I. Course Evaluations: Provide course evaluations to each training attendee to fill out at the completion of the course based on the EHSC standard evaluation template. Submit copies of the original course evaluations and a scoring summary/average with summarized comments for each course to the EHSC Training Coordinator within fourteen days of the completion of each training course. Substantial student complaints or concerns regarding the course content, method or instructor shall be addressed immediately by both the contractor and IHS for resolving.

Unacceptable aspects of any training session may be subject to a reduction in pay under 52.212-4 (a) Inspection: or if repeated failure to improve, 52.212-4 (m) Termination for Cause.

Definitions:

Substantial – Average student evaluation scores for any given line item less than 2.75 out of a point scale of 1-5 with 5 being the highest score. Exception: IHS selected training venue ratings

Unacceptable - Average student evaluation scores for any given line item less than 2.0 out of a point scale of 1-5 with 5 being the highest score. Exception: IHS selected training venue ratings

J. Non-student classroom observers: Each session may have one or more IHS non-student observers with technical background in the subject matter that may provide incidental input or assistance but will not materially interfere with conduction of the course or alter the terms and conditions of the contract. The CO, COR or a designated inspector may observe a session at any time.

1.5 Performance Standards

Performance Objective

Performance Standard & Acceptable Quality Level (AQL)*

Monitoring Method Incentive positive/negative

Training Provide pre-qualification exam to potential students within 40 days of training event.

Provide pre-qualification exam results to COR within 30 days of training event

Random inspection of trainings

Student evaluations

Positive: Document past performance report card, paying particular attention to performance that exceeded the standard

Negative: Document past performance report card, paying

SF-1449 continued, page 7 of 33

Submit validation of instructor qualifications to COR Ensure mobile computer lab, manuals, and other equipment/supplies available and functional for the duration of the training course Provide training manuals to each attendee before or at the start of each training class Provide learning evaluation drafts at least 30 days prior to the start of each course Provide course learning evaluation documentation requirements within 15 days of course completion date Provide PDH certificates to each successful course attendee with copies to the COR within 14 days of course completion date Provide course evaluation documents to the COR within 14 days of course completion date

Receipt/ evaluation of required documentation particular attention to performance that is below the standard.

Negative: Possible reduction in payment ranging from 10-25% for any trainings with unacceptable evaluation ratings for any evaluation element.

*all timeframes subject to reasonable variation with written approval from the COR

1.6 Method and Measurement of Payment

Payment for CLIN 0001A, 1001A, 2001A, 3001A, 3001A will be as follows:

Measurement: Per day completed measured to the nearest quarter day based on 8 hour training days (not including lunch breaks).

Basis of Payment: Includes all equipment (e.g., mobile computer lab, av projector and screen, flip charts), labor, materials, supplies, training manuals, and incidentals described in task 1 and the general requirements. Travel to be paid for under CLIN 0005, 1005, 2005, 3005, and 4005 as applicable. Training venue to be provided by IHS at no cost to vendor.

Payment for CLIN 0001B, 1001B, 2001B, 3001B, and 4001B will be as follows:

Measurement: Per day completed measured to the nearest quarter day based on 8 hour training days (not including lunch breaks).

Basis of Payment: Includes all equipment (e.g., av projector and screen, flip charts), labor, materials, supplies, training manuals, training room with computer lab, and incidentals described in task 1 and the general requirements.

Payment for CLIN 0001C, 1001C, 2001C, 3001C, and 4001C will be as follows:

Measurement: Per day completed measured to the nearest quarter day based on 8 hour training days (not including lunch breaks).

Basis of Payment: Includes all labor, materials, supplies, training manuals, and incidentals described in task 1 and the general requirements. Web-based training platform cost to be included in CLIN 0002, 1002, 2002, 3002, and 4002.

SF-1449 continued, page 8 of 33

Web Based Support, Web Delivered Training & Web On Demand Training

2.1- General Information

2.1.1 – Access Accounts

Provide user accounts for up to 250 IHS users within 21 calendar days of base year contract award. Update user accounts regarding new users or deletion of users within 36 hours upon request from the COR or their designee for the duration of the contract.

2.1.2 – Web Content

Provide 24/7 access to white papers, tips and tricks/blogs, Frequently Asked Questions, and recorded IHS trainings.

Include download access for all support papers and videos.

All support papers and videos shall be Section 508 compliant. Refer to http://www.hhs.gov/web/section-508/making-files-accessible/index.html# for document and video requirements.

2.1.3 – Electronic Training Manuals

Provide access to unlimited electronic training manuals (including complete manual and course exercise files) for the following training courses within 21 days of contract award:

1. AutoCAD Fundamentals

2. Civil 3D Fundamentals,

3. REVIT MEP

4. REVIT Arch for the duration of each contract period. The training manual files shall align with software versions used during classroom and online trainings and configured to allow printing of the complete manual without any page limitations for use as an office reference. Electronic manuals that have printing restrictions will not be accepted. Include link to download training manual with web content described in 2.1.2 above.

2.2 - Live Web Based Trainings

2.2.1 Training Platform

Provide all IHS users under this solicitation access to a web based training platform such as Go To Meeting, WebEX, Adobe Connect, Zoom, or other equivalent platform that allows access for up to 50 users to connect concurrently over the internet. The Contractor shall be able to share their desktop for viewing as well as change presenters to allow others to share their desktop. The Contractor shall provide a toll free conference phone number for the session audio. Audio via microphone only will not be accepted as many IHS users do not have access to microphones at their workstation.

2.2.2 - Quantity, Topics, Delivery and Frequency & Scheduling

A. Bi-Monthly Live Training - Provide a minimum of one two-hour live session every two months (6 total) covering various topics relevant to IHS. Bi-monthly live trainings shall be scheduled on the same day and time of each month with exception of Federal holidays. Should a training fall on a Federal Holiday, the training shall be scheduled for the first working day after the holiday unless mutually agreed upon by both the Contractor and IHS.

B. Periodic Advanced Topic Live Training – Provide a minimum of four, four-hour live sessions throughout each year. Trainings to be scheduled on mutually agreed upon dates, typically between October and February.

C. Topics: Topics of web based courses will vary based on the needs of the IHS. Coordinate topics with the Management Group during the monthly committee meeting conference calls. Examples of training topics:

Pipes; Sanitary Sewer Analysis; Grading (lagoon focus); Survey/Points; Surfaces; Alignments: Quantity take-off; File management (data shortcuts, x-refs, etc.), Tips and Tricks http://www.hhs.gov/web/section-508/making-files-accessible/index.html http://www.hhs.gov/web/section-508/making-files-accessible/index.html

SF-1449 continued, page 9 of 33

D. Synopsis and Weblinks: Provide the training link and a brief synopsis of the training topic to the Management Group a minimum of 30 calendar days in advance of each training to allow time for the Management Group to review and distribute to the Autocad user group.

E. Recordings for Bi-Monthly & Periodic Advanced Training Topics: Record each web based training, provide close captioning, and provide links for streaming video and for downloads of the training to the Management Group within 10 working days of each training. Post process each training to a generic video player extension and submit post processed videos via DVD or thumb drive disk to the COR or their designee, normally the Management Group quarterly.

F. Transcripts for Bi-Monthly & Periodic Advanced Topics: In accordance with Section 508 compliance, provide transcripts (electronic file) of all recorded webinars to the COR or their designee with the video recordings. Make transcripts available for viewing and download in conjunction with the video as part of the web content.

G. Attendance Records for Bi-Monthly & Periodic Advanced Topics: Provide attendance records for each web based training to the COR or their designee within fourteen calendar days of completion of each training.

H. Handouts for Periodic Advanced Topics Only: Provide handouts/training materials for each advanced topic web based training. Handouts shall be in a docx, pptx, or pdf format and e-mailed to training attendees seven calendar days before the training and also be available for download or e-mail during the training session. A copy of the handouts shall also be e-mailed to the EHSC Training Coordinator a minimum of seven calendar days before the training.

I. Certificates for Periodic Advanced Topic Only: Provide certificates to each training attendee and a copy of the each certificate for all students that successfully complete the training (attend a minimum of 75% of the webinar and submit required screenshots to the instructor) to the EHSC Training Coordinator within fourteen calendar days of the completion of the training course.

J. Pre-qualification – Skills Assessment Quiz for Periodic Advanced Topics Only: If requested by IHS develop and execute an electronic pre-qualification quiz to potential training attendees for training courses a minimum 40 calendar days prior to the training. Provide quiz results and recommendations for proposed students a minimum of four days prior to the scheduled training.

K. CEU and PDH Certifications for Periodic Advanced Topics Only: Provide CEU or PDH certification to each training attendee and a copy of the certification to the EHSC Training coordinator within fourteen calendar days of the completion of the training course.

L. Course Evaluations for Periodic Advanced Topics Only: Provide electronic course evaluations to each training attendee to fill out at the completion of the course. Submit copies of the original course evaluations and a scoring summary/average with summarized comments for each course to the EHSC Training Coordinator within fourteen days of the completion of each training course.

2.3 Web-Based Support Ticket Tracking System

Provide an electronic ticket tracking system meeting the following requirements (at a minimum) within 21 days of contract award:

- Accessible by IHS website account holders

- Allows users to enter in new tickets and review open/closed tickets

- Integrates with the phone support system to capture all ticket requests

- Documents o Date of ticket request(s) o Name of requestor o Issue description and related software o Name of support provider o Resolution

- Prints/downloads individual support ticket documentation to a word, excel, or pdf format via a button on screen

- Generates summary and detailed reports

SF-1449 continued, page 10 of 33

- Designed to be user friendly such that account holders can clearly find where to submit and review support tickets and read documentation with minimal clicks, picks, and scrolling.

Typical number of support tickets (received via website and phone combined) per month ranges from one to 16 per month with the average of three to four per month. Total tickets per year:

- 2018 = 52

- 2019 = 41

- 2020 = 45

Refer to Phone Support section of this document for support ticket reporting requirements.

2.4 Performance Standards

Performance Objective

Performance Standard & Acceptable Quality Level

(AQL)*

Monitoring Method

Incentive positive/negative

Web Support

On-Demand Trainings (aka recorded web-based trainings)

Provide a user support website accessible to all IHS users within 21 days of contract award Provide user accounts within

21 days of contract award and updates within 30 hours of written request Populate website with resources (including recorded web-based HIS trainings) throughout the duration of contract performance period

Random inspection of trainings

Random inspection of video recordings and website

Student evaluations

Receipt/ evaluation of required documentation

Positive: Document past performance report card, paying particular attention to performance that exceeded the standard

Negative: Document past performance report card, paying particular attention to performance that is below the standard.

Negative: Possible reduction in payment ranging from 5-25% for (1) any trainings with unacceptable evaluation ratings for any evaluation element, (2) lack of access to website for more than two consecutive weeks or four total weeks during the contract year, and/or (3) non- 508 compliant videos and support documents. Web-Based Bi-

Monthly and Periodic Advanced Trainings

Provide six two-hour bi-monthly trainings Provide four four-hour advanced trainings Provide electronic training manuals to COR within 21 days of contract award Provide course synopsis and training platform weblinks within 30 days of course start date If requested, provide pre-qualification quiz to potential Periodic Advanced Training attendees 40 days prior to the training and quiz results to the COR a minimum of four days prior to the start of the training Provide PDH certificates to each successful course attendee with copies to the COR within 14 days of course completion date Provide course evaluation documents to the COR

SF-1449 continued, page 11 of 33 within 14 days of course completion date

Web-Based Ticket Tracking System

Access to ticket tracking system within 21 days of contract award User interface with minimal clicks, picks, and scrolling to access and print tickets

*all timeframes subject to reasonable variation with written approval from the COR

2.5 Method and Measurement of Payment

Payment for CLIN 0002, 1002, 2002, 3002, and 4002 will be as follows:

Measurement: Lump Sum for each contract year to be billed in equal monthly, quarterly, or annual installments unless an alternate payment schedule is approved by the CO and/or COR in writing.

Basis of Payment: Includes all equipment, labor, materials, website and training platform, web-based ticket tracking system, supplies, electronic training manuals, and incidentals required to complete the work described in task 2 and the general requirements.

Item 3 – Direct Telephone Support

3.1- General Information Direct telephone technical support for IHS users where through a toll-free number the IHS user encountering a problem or posing a question, generally other than program or system failures, has available live expert assistance in resolving their issues in real time or have initiated a systematic resolution procedure for issues or problems not resolved in real time.

Provide live telephone technical support to approximately 25 IHS Autodesk software users per month. Support to include software/hardware malfunctions, installation support, and “How To” support that can be resolved within 30 minutes or less for all software products in the IHS portfolio. This item is not meant to address user training deficiencies. The goal is to resolve quick issues to allow the IHS user to continue progress on their task. “How To” questions typically range from how to get a profile label to show up to where to adjust a style to change the look of an object.

Calls may be recorded utilizing the customary and usual practices of the industry.

3.2 - Access and Availability Provide a toll free number(s) available to approximately 250 IHS users to call for assistance with all products within the IHS portfolio within twenty-one days of award. Based on the previous 5-year contract, the anticipated call volume is less than 25 calls per month. Update number as needed during the duration of the contract. Notify all IHS users of toll free number changes.

Live telephone support shall be available Monday through Friday (exception of Federal Holidays) to all IHS users from 8:30am Eastern Time to 3:30pm Pacific Time. If a live person is not immediately available, callers shall be clearly prompted to either stay on the line or leave a message.

Calls received outside of business hours will be greeted with recorded message identifying the IHS AutoCAD User Help Line, the normal operating hours of the help line and the option to leave a voice mail.

Provide a user job aide describing support options in a .docx (Word) or alternate format approved by the COR. At a minimum, include the support telephone number and website address (including screen shots). Once approved by the COR, final document to be posted on the user support website and provided to the COR within 21 days of contract award.

3.3 - Problem Response Time

SF-1449 continued, page 12 of 33

3.3.1 Calls Answered by Live Assistor

The assistor will identify him/herself by name, document the caller’s name, position, location, and their call-back number before resolving any questions or issues the caller may have. Should further research of the issue be required, appraise the caller of the situation and arrange a call back time within one hour or at practicable agreed upon time.

3.3.2 Calls Answered Voice Mail

The answering message shall request the same caller information as in 3.3.1.

If a voicemail message is received within the business hours of the operation, respond within one hour of the voice mail.

For voice mails received after business hours respond the morning of the next business day.

3.3.3 Calls Related to Program Failures

Technical issues related to program failures or license issues, the Contractor shall notify Management Group within 24 hours to report the problem and provide a resolution. The Management Group will forward the issue and the resolution to the entire IHS ACAD user group to reduce the call volume to the help line. A main contact name and number for the IHS person with this responsibility and an alternate will be provided by the Government.

3.4 - Issue/Problem Tracking System and Reporting Provide an issue tracking system from initial call through resolution. Refer to web-based support for ticket tracking site requirements.

Provide a monthly summary report to the Management Group of all support calls including name of caller, date, time of call, product, issue, and time of issue resolution by the 15th of each month. In addition to the monthly summary report, this information shall be submitted to IHS, within a reasonable timeframe, anytime upon request.

3.5 Performance Standards

Performance Objective

Performance Standard & Acceptable Quality Level (AQL)*

Monitoring Method

Incentive positive/negative

Telephone Support

Provide toll free telephone line for IHS users within 21 days of contract award Provide final version of a user support job aid to the COR within 21 days of contract award Follow-up response to caller within one hour (or otherwise agreed upon time) if unable to resolve issue immediately Respond to calls left on voice mail within one hour or at the beginning of the next business day if message arrives after business hours Provide monthly ticket tracking report to the COR by the 15th of each month.

Monthly reporting summary

User feedback

Random checks of support system

Positive: Document past performance report card, paying particular attention to performance that exceeded the standard

Negative: Document past performance report card, paying particular attention to performance that is below the standard.

Negative: Possible reduction in payment ranging from 5-25% for =>10% support calls not being responded to within 24 hours

*all timeframes subject to reasonable variation with written approval from the COR

3.6 Method and Measurement of Payment

Payment for CLIN 0003, 1003, 2003, 3003, and 4003 will be as follows:

Measurement: Lump Sum for each contract year to be billed in equal monthly, quarterly, or annual installments unless an alternate payment schedule is approved by the CO and/or COR in writing.

SF-1449 continued, page 13 of 33

Basis of Payment: Includes all labor, materials, phone lines, equipment, ticket entry, and incidentals required to complete the work described in task 3 and the general requirements.

Item 4 – AutoCAD Program Support – AutoCAD Manager

4.1 - Management Group Support The Indian Health Service Office of Environmental Engineering & Health (OEHE) is advised by a IHS National Autodesk Management Group (referred to as Management Group) comprised of approximately nine IHS employees representing OEHE headquarters, engineers, engineering drafters, information technology officers, and training services. This committee provides OEHE with recommendations regarding software inventory, training (topics and quantity), national templates, license server operation, and all other issues related to drafting.

The current IHS portfolio (valid thru September 2024) includes the following networked software:

• AEC Collection – 115 seats

• AutoCAD including specialized toolsets – 20 seats

The typical OEHE/SFC project consists of water and wastewater utility design and construction. The majority of drawings are two-dimensional line drawings utilizing surfaces, profiles, piping alignments, pipes, and grading objects. Many drawings also include background images. IHS does not design or construct subdivisions or roadways with the exception of site access roads which are typically simple gravel roads. The majority of users use Civil 3D software for this work.

The typical OEHE/FAC project consists primarily of rehab project of existing hospitals and clinics with some new hospital/clinic construction. Drawings tend to focus on building layouts and often include mechanical and electrical components. The majority of users use AutoCAD software for this work with some Areas starting to use REVIT Arch and REVIT MEP. One subset of users (Division of Engineering Services) use the software to review and make comments on consultant drawings rather than initiating drawings from scratch.

The AutoCAD Manager shall serve as a technical expert on the Management Group that meets monthly to discuss support issues, versioning strategies, hardware challenges, license server issues, license quantities and renewals, trainings, templates, user manuals, and all other issues related to the Autodesk products within IHS. Currently, the committee meets via conference call with webex (provided by IHS) for two hours the third Thursday of every month at 1100 AM Eastern Time.

4.1.1 Management Group Support: Monthly Meetings

A. Attendance: Attend and participate in full two-hour monthly Management Group meeting (teleconference with Adobe Connect provided by IHS).

B. Participation: Provide feedback and guidance as appropriate on all meeting topics. Complete tasks assigned during the monthly meeting within the timeframes established during the meeting. Example tasks include providing hardware recommendations, follow-up on support service issues, and template support.

4.1.2 Management Group Support: Data Tracking Graphs

A. Trouble Ticket Summary Reports: Provide graphs documenting number of trouble tickets/support calls created by month, ticket breakdown by product, number of tickets created by user, number of tickets per year, and a ticket per month comparison that includes each contract year awarded. Provide electronic graphs to the COR by the 15th of each month for use in the monthly meetings.

B. Webinar Attendance Summary Reports: Provide graphs documenting the number of webinars attended per attendee, number of attendees per individual webinar topic, number of attendees per general webinar topic (e.g., water, wastewater, tips and tricks) and a comparison of attendees per month that includes

SF-1449 continued, page 14 of 33 each contract year awarded. Provide electronic graphs to the COR by the 15th of each month for use in the monthly meetings.

4.1.3 Management Group Support: Communication Protocols

A. Receipt of Request: Acknowledge receipt of e-mail or phone request from COR or designee, usually the

Management Group, within two working days and provide timeframe for official response if request cannot be addressed immediately.

B. Response: Provide official response to request within five working days unless otherwise approved by

COR.

C. Availability of AutoCAD Manager: If the Contractor’s AutoCAD Manager is not available for a time period exceeding five business days, designate an alternate contact and provide contact information to the COR and Management Group a minimum of five calendar days in advance. Regardless, an alternate with contact information for the Contractor’s AutoCAD Manager given any unplanned absence or unavailability shall be provided.

4.2 - Standards Creation and Maintenance Serves as the technical expert for IHS and provide guidance/direction on National IHS Standards including the National Civil 3D Template and the IHS user manual.

Manage software deployment images of all products within the IHS portfolio to the Management Group (or their delegate).

This item will apply primarily to new software products and development/revision of software deployment instructions in appropriate option years if exercised.

4.2.1 National Template

A. Participate in the template revision process through the Management Group by providing recommendations and creating/updating proposed changes list during the months of August through October of every contract year.

B. Complete all recommended revisions to the National Template and associated files including the standard sheet set (.dst file), linetype files, pipe/structures catalog, and all other external files required for the template to be most effective by December 1 of each contract year.

C. Errata: Provide a draft document detailing all changes made to the template by December 1 of each contract year. Provide revisions of the errata within two calendar days upon request(s) from the Management Group. Provide final document to the Management Group no later than December 15 of each calendar year for distribution to the IHS ACAD user group.

4.2.2 - IHS User Manual The IHS User Manual is an IHS policy based best practices approach with pictures and processes detailed in methodology and how/what a completed project is supposed to be organized and look like in the final drawing product.

A. Manual Maintenance: Review the manual by June 30 of each option year and provide recommendations to the Management Group for changes. Once changes are approved, update the manual and provide electronic versions in a .docx format. Provide a draft manual to the Management group by September 30 and the final revised manual to the Management Group by December 1 of each calendar year.

4.3 - Autodesk Product Support, Deployment instructions, and Software Management

SF-1449 continued, page 15 of 33

Serve as a technical expert on Autodesk product deployment and routine management and installation of software.

Provide liaison activities with Autodesk to ensure the IHS has full advantage of the complete line of Autodesk products in the IHS software portfolio.

4.3.1 Deployment Instructions

A. Deployment Instructions: Provide IHS customized software deployment instructions within five working days of request by the Management Group for products within the IHS portfolio. Provide all instructions to the Management Group or their designee.

4.3.2 Autodesk Product Software Support

A. License Files: Provide license files within two working days of request for up to five servers. Coordinate license quantities for each license file with the COR or their designee. COR or designee to provide MAC addresses and server names to Vendor.

B. Software Management: Provide assistance with Sam Lite Reporting (including provision of a license file) or provide an open source code program to track license usage for the Nashville and three other stand-alone license servers within 3 working days of request. At a minimum, software shall report high water simultaneous usage based on user specified date range for each software piece on the license file (by software program total and by software version – e.g. Civil3D 2021 versus Civil3D 2024).

4.3.3 Autodesk Product Support: Liaison Support

Facilitate efficient interaction between Autodesk company representatives and the IHS Management Group. Facilitate efficient interaction between the software provider (currently DLT Solutions through 2018) and the Management Group.

Coordinate, as necessary, interaction between Autodesk, the IHS software provider (TBD September 2021), and the Management Group to maximize the benefit of using Autodesk products to the IHS at minimum cost.

4.4 Performance Standards

Performance Objective

Performance Standard & Acceptable Quality Level (AQL)*

Monitoring Method

Incentive positive/negative

AutoCAD Manager Support – Miscellaneous Support Tasks

Actively participate in monthly IHS ACAD Management Team Meetings and provide input where appropriate Provide monthly summary reporting by the 15th of each month Acknowledge all communications within two working days and provide responses within five working days to requests unless otherwise approved by the COR Support the development of drafting templates annually and complete template revisions by December 1 of each contract year unless otherwise directed by the COR.

Support the maintenance of the

ACAD user manual and complete all revisions by December 1 of each contract year unless otherwise directed by the COR Develop/modify installation job aid for each new software version release authorized by the ACAD

Monthly reporting summary

Feedback from

ACAD

Management Team

Timeliness of responses to support needs

Positive: Document past performance report card, paying particular attention to performance that exceeded the standard

Negative: Document past performance report card, paying particular attention to performance that is below the standard.

SF-1449 continued, page 16 of 33

Management Team within five working days of request Provide license support within three working days of request *all timeframes subject to reasonable variation with written approval from the COR

4.5 Method and Measurement of Payment

Payment for CLIN 0004, 1004, 2004, 3004, and 4004 will be as follows:

Measurement: Per Hour measured to the nearest 0.5 hour.

Basis of Payment: Includes all labor, materials, supplies, and incidentals required to complete the work described in task 4 and the general requirements. This line item does not include prep time for items included in task 2 (web-based trainings, website development/maintenance) or support request follow-up described in task 3.

Item 5 – Classroom Training Travel

Travel costs, including transportation, lodging, subsistence, and incidental expenses incurred by the contractor's personnel or consultants while in a travel status in connection with the performance of services required by this contract, will be reimbursed for the actual costs incurred (without profit or G&A) which shall not exceed the estimated amount listed in the contract, unless authorized by a Contracting Officer. Air fares shall consist of the actual, but not to exceed the lowest customary standard, coach, or equivalent airfare during normal business hours or as otherwise provided in FAR 31.205-46(d). Per diem and/or mileage costs are limited to rates set by the Federal Travel Regulations, per FAR 31.205-

46. The parties recognize that it may be necessary to cancel or reschedule a meeting. Where rescheduling or cancellation was due to unforeseeable cause(s) beyond the control and without fault or negligence of the Contractor, penalties imposed by airlines or other travel related services shall be treated as allowable reimbursable costs under this contract.

Federal Acquisition Regulation (FAR) clauses 52.216-7, Allowable Cost and Payment; and 52.232-20, Limitation of Cost are applicable to the reimbursable items associated with the travel determined to be necessary in the performance of this contract. All travel, subsistence and local transportation in support of this contract will be in accordance with rates set by the Federal Travel Regulations.

COMPENSATION

Offers for AutoCAD Support Services will be accepted in the following format:

CLIN Base Period: Estimated Usage

Unit of Measure Unit Price Total

Provide Indian Health Service (IHS) with all supervision, labor, and materials to provide planning and execution of customized AutoCAD classroom training, web based support and training, direct telephone support, and AutoCAD program support services to support IHS’ Office of Environmental Health and Engineering (OEHE), with locations across the United…