Attachment12_Libraries_WebInfoArch_DraftSOW.pdf

Attachment 1

PERFORMANCE WORK STATEMENT

Web Content and Information Architecture

Information Management Center Services IV (IMCS IV) Contract

Contract #: TBD Task Order # TBD

TASK ORDER PERFORMANCE WORK STATEMENT

June 6, 2016

I. TITLE: Web Content and Information Architecture

PERIOD OF PERFORMANCE

Start Date End Date Base Period: Month Day, Year Month Day, Year Option Period 1: Option Exercise 12 months after Option Exercise Option Period 2: Option Exercise 12 months after Option Exercise Option Period 3: Option Exercise 12 months after Option Exercise Option Period 4: Option Exercise 12 months after Option Exercise

II. KEY EPA PERSONNEL:

Task Order Contracting Officer Representative (TOCOR) Name: Susan Fagan Office: Office of Information Management Address: 1200 Pennsylvania Ave., NW (2843T)

Telephone Number: (202) 566-2021 Fax Number: (202) 566-0711 Email: fagan.susan@epa.gov

Alternative Task Order Contracting Officer Representative (ATOCOR) Name: This information will be provided upon award of Task Order.

Office:

Address:

Telephone Number:

Fax Number:

Email:

III. AUTHORITIES

a. Legal Authority:

Paperwork Reduction Act of 1995

40 CFR 2, Public Information

Section 206(d) of the E-Government Act of 2002 (P.L. 107-347, 44 U.S.C. Chapter 36)

Section 508 of the Rehabilitation Act (20 U.S.C. § 794d)

b. Regulatory Authority:

OMB Circular A-130, Management of Federal Information Resources

c. EPA Documents:

EPA Communications Stylebook: Writing Guide (https://www.epa.gov/stylebook/epa-communications-stylebook-writing-guide)

EPA Information Directives (https://www.epa.gov/irmpoli8/current-information-directives)

i. EPA Records Management Policy (CIO 2155.3), Procedures and Standards

ii. EPA Essential (Vital) Records Procedures (CIO 2155-P-01.1)

iii. EPA Information Security Policy (CIO 2150.3) Procedures and Standards

iv. EPA Privacy Policy (CIO 2151.1)

v. EPA Freedom of Information Act (FOIA) Policy (CIO 2157.1)

vi. Web Governance and Management Policy (CIO 2180.1)

vii. Digitization (Scanning) Procedures (CIO 2155-P-05.0)

viii. Document Digitization (Scanning) Standards (CIO 2155-S-01.0)

Web Governance and Management Policy (CIO 2180.1)

EPA Webguide (https://www.epa.gov/webguide)

EPA Web Style Guide (https://www.epa.gov/webguide/web-style-guide)

EPA Web Guide: Policies and Procedures (https://www.epa.gov/web-policies-and-procedures)

EPA Web Standards (https://www.epa.gov/web-policies-and-procedures/epa-web-standards)

IV. TASK ORDER COMPONENTS

1. BACKGROUND

Public access to environmental information through EPA’s website, www.epa.gov, is a strategic asset in fulfilling EPA’s mission of protecting public health and the environment. With a single point of Internet presence, centralized governance and distributed content development, EPA’s website uses standard templates to provide visitors a more consistent user experience.

EPA’s website is a topic-based site designed to facilitate top tasks for visitors. Through required metadata and search enhancements, EPA’s website provides better search results for the 50% of visitors that access the website via search. Using responsive design, website content can be effectively viewed with mobile and tablet devices, better serving the growing number of mobile users.

EPA continues to improve information access and content quality by deploying enhancements to its Drupal-based Web Content Management System (CMS), supporting content owner training and coordination, and responding to visitor feedback. Updates to EPA’s Web Plan is the process by which topics are managed. Topics are added, updated, or archived based on Agency activities. The Web Plan is also the mechanism for coordinating content across related topics and assuring non-duplication, effective linking, and agencywide collaboration. Using Web Analytics, EPA examines traffic, search, quality assurance, and customer feedback metrics to analyze what information visitors are looking for and using to improve the website.

https://www.epa.gov/webguide https://www.epa.gov/web-policies-and-procedures http://www.epa.gov/

As trained experts in principles of organization, librarians provide assistance to content owners on their content information architecture, organization and metadata.

One EPA Workplace is EPA's primary Intranet site, as well as the point of entry for remote access. The One EPA Workplace homepage contains a rotating banner to highlight current events, as well as links to administrative applications and other agency-wide tools and resources. Information that applies to all agency employees is organized on landing pages under four tabs and a series of icon links.

EPA's Intranet is composed of the primary site that is managed by the Office of Environmental Information (OEI), as well as 26 local and organizational Intranet sites supported through a distributed content management model. Each local or organizational Intranet must include a link to the One EPA Workplace homepage. Local or organizational sites should only contain information specific or unique to that location or organization. Information that applies to all EPA employees should be linked from the One EPA Workplace site.

Where work is to be performed:

EPA Headquarters 1200 Pennsylvania Ave., NW Washington, DC

2. PURPOSE

The purpose of this Performance Work Statement is to acquire contract support for the operation of the Web Content and Information Architecture work supporting www.epa.gov and intranet.epa.gov/workplace.epa.gov and answering questions and comments from the public and employees about the Web sites.

Contract support activities may include:

Program Management

Web Development and Maintenance

Presentations and Trainings

Information Technology Systems

3. SCOPE

This Task Order will require the services described in Section 4, Specific Tasks.

4. Specific Tasks

TASK 1: Program Management (Contract PWS Task 1) The Contractor shall provide program management support including, but not limited to, the following tasks:

Subtask 1.1: Reporting (Contract PWS Subtask 1.4)

The Contractor shall prepare a monthly task order level report. The monthly report shall include statistics and details on activities related to the tasks in this PWS.

http://workplace.epa.gov/ http://www.epa.gov/

The Contractor shall prepare ad hoc reports for the TOCOR/ATOCOR on specific issues, services, or problems on an as needed basis as requested.

1.1 Deliverables

1.1.1 Monthly report submitted to TOCOR/ATOCOR no later than the 5th working day of the following month.

1.1.2 Ad hoc reports as requested.

1.1 Acceptance Criteria

Report is submitted to TOCOR/ATOCOR within five (5) working days of event.

Report is accurate and complete.

Task 2: Presentations and Trainings (Contract PWS Task 4) The contractor shall conduct training sessions for EPA’s Web community on relevant topics, such metadata, building dynamic lists of related content based on metadata, creating resource directories or basic pages, and other topics as requested by the TOCOR/ATOCOR.

2.0 Deliverables

2.0.1 Class materials for requested training sessions.

2.0.2 Report on class attendance.

2.0 Acceptance Criteria

Class materials are complete, accurate and professionally written.

Task 3: Web Development and Maintenance (Contract PWS Task 3)

Subtask 3.1 Taxonomy training (Contract PWS Subtask 3.5) The Contractor shall train EPA staff on the use and implementation of the taxonomy as well as any middleware tools to manage and apply the taxonomy, as appropriate.

The contractor shall assist the TOCOR/ATOCOR with Web taxonomy questions, user training, and new term suggestions as an expert consultant, as directed by the TOCOR/ATOCOR.

3.1 Deliverables

3.1.1 Preparing class material for requested courses.

3.1.2 Reporting on class size for classes taught.

3.0 Acceptance Criteria

Updates are accurate, timely and complete and class materials and reports are accurate.

Task 4: Web Development and Maintenance - Internet (Contract PWS Task 3) The contractor shall organize, maintain, and create Web pages for the EPA’s public access website.

The contractor shall serve as the technical expert in the area of Web technologies used on EPA’s public site, such as javascript, graphics development, PDF conversion, and Cascading Style Sheets. The contractor shall ensure that the top level of the EPA website products are compliant with Federal Section 508 requirements. As other Web technologies are investigated or put into place by the Agency, the contractor shall also provide supporting expertise.

The contractor shall provide technical support in meetings with the Agency’s Public Access team, the Web Council, and for other ad hoc activities related to epa.gov. This work includes evaluating current procedures for Web publishing, guidelines for posting information and maintaining the information on the EPA server and making recommendations for improved procedures.

The contractor shall be required to work a flexible work schedule including weekend hours on the epa.gov website if there is an environmental emergency that EPA is called upon to respond to, upon written technical directives from the TOCOR/ATOCOR.

Subtask 4.1 Develop and Maintain Internet Websites (Contract PWS Subtask 3.1) The contractor shall organize, maintain, and create web pages for the EPA’s public access website.

As new documents are created, the contractor shall link the appropriate Agency homepage to subordinate Web pages. This includes ensuring that the EPA homepage, EPA’s In the News and Recent Addition page and individual user categories consistently reflects current material, as well developing and maintaining Web pages for the Office of Public Affairs, and Agency-wide special projects, such as Earth Day, that are approved by the TOCOR/ATOCOR.

The contractor shall assist with updating and organizing the content in the EPA Web Guide, the WebCMS training site, Web analytics and other sites as requested by the TOCOR/ATOCOR.

4.1 Deliverables

4.1.1 Content updates as requested by TOCOR/ATOCOR.

4.1.2 Weekly banner updates to the EPA homepage.

4.1.3 Monthly review for broken links on the EPA homepage and other top level website content pages and updated links as needed.

4.1 Acceptance Criteria

Updates and content reviews are accurate, timely and complete.

Subtask 4.2 Website Technical Support (Contract PWS Subtask 3.4) The contractor shall provide expertise to lead and participate with EPA teams in developing Office and Region level topical based content acting as information architects as requested by the TOCOR/ATOCOR. The type of work involves: creating a content inventory of an Office/Region's Web content, working with the Agency's Web taxonomy to make certain that the concepts needed are included for the Office/Region's content, aligning the content categories within the Agency's Information Architecture Framework and assisting the TOCOR/ATOCOR with evaluating Office/Region with metadata applied to WebCMS content. The contractor shall suggest content based on Web analytics to create more relevant content for specific audiences and tasks.

The contractor shall assist with the information architecture content on epa.gov, currently called “channel pages.” The contractor shall suggest EPA content to provide a single, consolidated resource for priority topics; and create more relevant content for specific audiences. The contractor shall consult available analytical data on EPA’s website to inform their content updates, and consider top search terms and top pages visited.

The contractor shall assist the TOCOR/ATOCOR with Web analytics support as a subject matter consultant familiar with the EPA analytics products and services. The contractor shall suggest content based on Web analytics to content owners to create more relevant content for specific audiences and tasks.

4.2 Deliverables

4.2.1 Suggestions for content updates for specific EPA content pages based on a review of relevant analytics data, as requested by TOCOR/ATOCOR.

4.2. Acceptance Criteria

Subtask 4.3 Controlled Vocabulary (Contract PWS Subtask 3.3) The contractor shall maintain and update the EPA Web taxonomy vocabularies that supports metadata creation for both Internet and Intranet, including developing additional terminology for new topics. The contractor shall review all suggested additions, deletions and changes to the taxonomy and submit their recommendation on these terms to the EPA Taxonomy lead.

The contractor shall assist with improving EPA search results for public access content, by providing input into the search functions, such as spelling suggestions, best bets, special collection development, and performing test searches on important pages and concepts for EPA content.

4.3 Deliverables

4.3.1 Addition/deletion recommendations for search terms, spelling corrections, best bets for EPA Web content, as requested by TOCOR/ATOCOR.

4.3 Acceptance Criteria

Subtask 4.4 Web Content Metadata (Contract PWS Subtask 3.2) The Contractor shall maintain metadata records for Web resources in the Agency’s Web Content Management System (WebCMS) for priority content.

4.4 Deliverables

4.4.1 Addition/deletion recommendations for the EPA Web taxonomy vocabularies to the agency subject matter expert, based on input from working with the Office and Regional content.

4.4.2 Addition/deletion recommendations for metadata for Web content, as requested by

TOCOR/ATOCOR.

4.4 Acceptance Criteria

Task 5: Web Development and Maintenance - Intranet. (Contract PWS Subtask 3.1) The contractor is required to provide organization and maintenance support of the EPA’s Intranet site as follows:

Maintain One EPA Workplace homepage and landing pages, including weekly banner updates and other homepage/landing pages content changes.

Maintain standard Intranet templates and icons; respond to technical questions and issues from agency Intranet Points of Contact.

Support Intranet Program Manager on technical questions.

Monitor One EPA Workplace “Contact Us” box and provide responses.

Maintain HQ@Work Intranet site with links, banner, and content updates.

Adhere to EPA Intranet policies, procedures and standards.

5.0 Deliverables

5.0.1 Monthly Quality Assessment (QA) review for broken links and content corrections on One EPA Workplace pages

5.0.2 Weekly banner and content updates to One EPA Workplace homepage

5.0.3 Timely response to technical questions and issues from agency Intranet Points of Contact

5.0.4 Timely response to One EPA Workplace “Contact Us” box questions or comments

5.0 Acceptance Criteria

Updates are accurate, timely and complete. Questions are acknowledged within 5 business days of receipt.

Task 6: Testing and Review of WebCMS Functionality, Operability, and Usability (Contract PWS Subtask 3.6) The contractor shall assist with periodic testing of the WebCMS code and new features, prior to release to the rest of the EPA Web community. The Contractor shall test after new code releases and also test specific bug reports as they are randomly reported by our users on an ad-hoc basis.

This regular code testing will likely occur once per month and will require approximately 8 hours of effort for each testing event. The ad-hoc testing will likely require no more than 80 hours of effort per year.

The contractor shall describe the behavior of each functional test item executed, such as listing any failing test steps, repeating the process at least twice to determine if system issue or user error, and then take screenshots of errors, copy the URL of the page in question, capture details in notes to send to the WebCMS support team.

6.0 Deliverables

6.0.1 EPA WebCMS tests and documentation as requested by TOCOR/ATOCOR

6.0.2 Updates to the test documentation as required to perform the test steps correctly

6.0.3 Usability enhancement suggestions as discovered via the testing process

6.0 Acceptance Criteria

Updates and test reports are accurate, timely and complete.

Task 7: Information Technology Systems (Contract PWS Task 6) The Contractor shall serve as an administrator, intermediary, development coordinator, or primary point of contact to help ensure that EPA affiliated user groups are supported in their use of various EPA and federal information technology (IT) systems and tools.

Subtask 7.1 Enterprise Customer Service Solution (ECSS) and Frequently Asked Questions (FAQ) Support (Contract PWS Subtask 6.8) The contractor shall serve as a central knowledgebase administrator for all program and regional offices that subscribe to the ECSS-FAQ Working Capital Fund Service. The contractor shall provide administrative and technical support for ECSS-FAQ departments. The contractor shall assist with the implementation of new ECSS-FAQ departments. The contractor shall provide basic user training to new ECSS-FAQ agents.

7.1 Deliverables

7.1.1 Administrative and technical support, as requested by TOCOR/ATOCOR.

7.1.2 New ECSS-FAQ departments created when needed.

7.1.3 Agent Training offered for new users.

7.1 Acceptance Criteria

Administration is accurate, timely and complete and class materials are accurate.

SPECIAL TECHNICAL REQUIREMENTS

5.1 Writing Standards

All written products or deliverables shall correspond with a minimum 8th grade reading/writing level following the Associated Press Stylebook and EPA Writing Guide. All statistical and other technical terminology shall not be used without providing a glossary of terms.

5.2 FOIA Requests

The National FOIA Office assigns incoming FOIA requests to the appropriate program office. Any FOIA request directed to the program office shall be responded to as directed. The contractor may be requested to provide support for incoming FOIA requests.

5.3 Personnel

5.3.1 Program Manager Responsibility and Availability

The Contractor Program Manager shall be responsible for the day-to-day operations of their respective TO duties. This includes supervision, quality control, and interaction with the TOCOR/ATOCOR and customers. The Program Manager shall designate a stand-in Program Manager in the event that he/she is not available during normal business hours. The stand-in Program Manager shall be available to assist on all contractual matters, as directed by the TOCOR/ATOCOR.

5.3.2 Collaboration with other Contractors

The Contractor is responsible for recommending the periodic use of subcontractors when specialized assistance is needed to meet TO requirements. Any subcontracting work requires prior approval from the CO. The Contractor shall work cooperatively and collaboratively with subcontractors that are selected to operate TO specific tasks. The Contractor shall report to the TOCOR/ATOCOR any issues that arise from collaborating with subcontractors.

5.4 Knowledge and Training

5.4.1 Knowledge

The Contractor shall be knowledgeable of the information lifecycle processes and understand how to manage information and records derived from multiple sources (potentially including mobile devices and Web interfaces) in a variety of formats (e.g. data, paper documents, electronic documents, audio, social business, video, microfiche, and microfilm). The Contractor shall have experience in both information intake (i.e. capturing, managing, preserving, and storing) and output (i.e. making it accessible and/or delivering it to the customers in a quick and efficient manner). The Contractor shall also be required to develop a working level understanding of hardware and software used on their TO, be capable of cooperating with EPA specialists to offer litigation and FOIA support, and demonstrate a general understanding of relevant EPA and federal regulations and policies.

5.4.2 Training/ Technical Competency

The Contractor shall ensure that all contract staff complete EPA required trainings and provide the documentation to the TOCOR/ATOCOR. The Contractor shall also complete the necessary trainings required by the TO subject area.

Required EPA training includes, but is not limited to:

Information Security Awareness

5.5 Certifications

5.5.3 Libraries: Required Certifications

Each Network library shall be staffed by at least one experienced, professional librarian with a Master’s degree in Library and/or Information Science, unless a prior exemption is granted.

5.6 Background Investigations

The Contractor shall comply with EPA's Personnel Security in all steps to accomplish background investigations. All Contractor staff must pass background checks before commencing work on this contract.

5.7 Telework

Teleworking privileges shall be granted under special circumstances. The Contractor shall submit a list of all staff that wish to telework for TOCOR/ATOCOR approval. The Contractor shall ensure that all Contractor staff have submitted the appropriate documentation for telework privileges.

6. TRAVEL

The Contractor may be required to travel to other offices, relevant conferences, or EPA sponsored training as directed by the TOCOR/ATOCOR.

7. GOVERNMENT ACCEPTANCE PERIOD

The TOCOR/ATOCOR will review deliverables and/or performance prior to acceptance. The criteria for acceptance will be provided in the Task Order Performance Work Statement. The TOCOR/ATOCOR will have the right to reject or require correction of any deficiencies found in the deliverables that do not meet the requirements of the Task Order Performance Work Statement or the Contractor’s accepted proposal for each task order. In the event of a rejected deliverable, the Contractor will be notified in writing by the TOCOR/ATOCOR of the specific reasons for rejection and provided instructions for correction and resubmission.

8. MANAGEMENT CONTROLS

The following management controls are intended to ensure that Agency officials remain accountable, retain control over the Contractor’s services do not place EPA in a vulnerable position. The TOCOR/ATOCOR is responsible for assuring compliance.

The TOCOR/ATOCOR will monitor the deliverable schedule and review the deliverables to ensure that the content and quality are responsive to the requirements of the PWS. Under this contract, the TOCOR/ATOCOR may not provide technical direction to the Contractor which would affect the overall scope of the contract or TO or the level of effort without consulting with the contract COR (if applicable) and CO. Technical communication between the TOCOR/ATOCOR and Contractor for the purpose of clarification or preliminary advisement of issues or problems is permissible. Deliverables will be requested through technical direction.

The Contractor shall submit all deliverables and documents for publication to the TOCOR/ATOCOR prior to public release, if applicable.

Contractors shall clearly identify themselves as an EPA contractor when acting in fulfillment of this contract. While working onsite or meeting with federal employees, contractors shall wear or display government issued identification designating them as such. Contractors shall be excluded from sensitive Agency discussions related to policy, enforcement, legal matters, and procurements.

EPA shall be mentioned as the funding source in publications and other distributed final work products that arise from this contract.

9. QUALITY ASSURANCE

Quality assurance for services and/or supplies shall be conducted in accordance with the Contractor’s existing quality assurance processes prior to tender of deliverables for Government review and acceptance.

10. QUALITY ASSURANCE SURVEILLANCE PLAN

In order to ensure the quality of work performed under this Task Order, EPA will use a Quality Assurance Surveillance Plan (QASP).

11. GOVERNMENT ACRONYMS

ATOCOR: Alternate Task Order Contract Officer’s Representative CMS: Content Management System COR: Contracting Officer’s Representative CO: Contracting Officer ECSS: Enterprise Customer Service Solution FAQ: Frequently Asked Questions FOIA: Freedom of Information Act HQ: Headquarters IT: Information Technology OEI: Office of Environmental Information PRA: Paperwork Reduction Act PWS: Performance Work Statement QA: Quality Assurance QASP: Quality Assurance Surveillance Plan SOP: Standard Operating Procedures TO: Task Order TOCOR: Task Order Contracting Officer’s Representative TD: Technical Directive WebCMS: Web Content Management System

12. SCHEDULE OF DELIVERABLES

Task Description Frequency/Deadline

1.1.1 Monthly report Monthly by the 5th business

day of following month

1.1.2 Ad hoc reports As requested and agreed upon

2.0.1 Class materials for requested training sessions As requested and agreed upon

2.0.2 Report on class attendance Within 5 business days of class

3.1.1 Class materials for requested courses As requested and agreed upon

3.1.2 Report on class size for classes taught Within 5 business days of class

4.1.1 IA based content updates As requested and agreed upon

4.1.2 Banner updates for Workplace homepage Weekly

4.1.3 Broken link review for Workplace content Monthly by the 10th business day of following month

4.2.1 Suggestions for content updates As requested and agreed upon

4.3.1 Addition/deletion recommendations for search terms, spelling corrections, best bets

As requested and agreed upon

4.4.1 Addition/deletion recommendations for the EPA Web

taxonomy vocabularies

As requested and agreed upon

4.4.2 Addition/deletion recommendations for metadata for

Web content

As requested and agreed upon

5.0.1 QA review for broken links and content corrections on

One EPA Workplace

Monthly

5.0.2 Banner and content updates to One EPA Workplace Weekly

5.0.3 Question response to Intranet technical questions

from agency Intranet Points of Contact

Within 5 business days of receipt

5.0.4 Question response to One EPA Workplace “Contact

Us” box questions or comments

Within 5 business days of receipt

6.0.1 EPA WebCMS tests and documentation Within 5 business days of request

6.0.2 Test documentation updates As requested and agreed upon

6.0.3 Usability enhancement suggestions As requested and agreed upon

7.1.1 ECSS Administrative and technical support As requested and agreed upon

7.1.2 ECSS-FAQ departments created Within 5 business days of

request

7.1.3 ECSS Agent Training Training date set within 5

business days of request