Sources Sought HUD Exchange.pdf

HUD Exchange Knowledge Management Platform

Sources Sought Synopsis HUD Exchange Knowledge Management Platform

The Department of Housing and Urban Development (HUD) is issuing this sources’ sought synopsis as a means of conducting market research to identify parties having an interest in and the resources to support this requirement for HUD Exchange Knowledge Management Platform. The result of this market research will contribute to determining the method of procurement. The applicable North American Industry Classification System (NAICS) code assigned to this procurement is 541511, Custom Computing Services, 518210, infrastructure Providers, Data processing and Related Services, and 541613 Marketing Consulting

There is no solicitation at this time. This request for capability information does not constitute a request for proposals; submission of any information in response to this market survey is purely voluntary; the government assumes no financial responsibility for any costs incurred.

If your organization has the potential capacity to perform these contract services, please provide the following information:

1) organization name, address, email address, website address, telephone number, and size and type of ownership for the organization; and

2) tailored capability statements addressing the particulars of this effort, with appropriate documentation supporting claims of organizational and staff capability.

If significant subcontracting or teaming is anticipated in order to deliver technical capability, organizations should address the administrative and management structure of such arrangements.

The government will evaluate market information to ascertain potential market capacity to:

1) provide services consistent in scope and scale with those described in this notice and otherwise anticipated.

2) secure and apply the full range of corporate financial, human capital, and technical resources required to successfully perform similar requirements.

3) implement a successful project management plan that includes compliance with program schedules; cost containment; meeting and tracking performance; hiring and retention of personnel and risk mitigation; and

4) provide services under a performance-based service acquisition contract.

Based on the responses to this source sought notice/market research, this requirement may be set-aside for small businesses or procured through full and open competition, and one award may be made. Telephone inquiries will not be accepted or acknowledged, and no feedback or evaluations will be provided to companies regarding their submissions.

Submission Instructions: Interested parties who consider themselves qualified to perform the above-listed services are invited to submit a response to this Sources Sought Notice by August 22, 2023, at 2:00 PM MDT. All responses under this Sources Sought Notice must be emailed to Melissa Miles, Contract Specialist (melissa.a.miles@hud.gov) and Adrian Blackman, Contracting Officer (adrian.c.blackman@hud.gov). Additional information on the required services is listed below. If you have any questions concerning this opportunity, please contact:

Melissa Miles/Adrian Blackman.

Background:

HUD facilitates technical assistance and capacity building (collectively referred to as TA) through cooperative agreements with a network of non-federal organizations. These organizations provide TA to HUD technical assistance customers for example, cities, states, public housing agencies, tribes, and fair housing organizations with the aim of improving delivery of HUD-funded programs and initiatives.

HUD tasks a broad range of TA providers with generating TA deliverables that include static products, dynamic web-based content, live and recorded training events, large group convenings, small cohorts of HUD TA customers, and one-to-one engagement with HUD TA customers.

The goal of HUD Exchange is to curate HUD’s wide range of TA deliverables into a user-centered experience that promotes translation of technical assistance into improved delivery of HUD programs. HUD believes users engage HUD Exchange to address four challenges: 1) to resolve a specific question or challenge with program delivery, 2) to learn about a topic or discipline related to HUD programs, 3) to research new and better ways of delivering HUD programs, and 4) to use a site tool to implement a HUD program more efficiently.

Through this contract, HUD is seeking to promote operational efficiencies and user engagement with the website. HUD Exchange presently spans 25,000 web pages, across 90+ programs or topics, and reaches 250,000 registered users.

The HUD Exchange Knowledge Management Platform Contract is for comprehensive systems development and website operations for HUDx. The Contractor shall perform tasks and provide deliverables in the following areas:

1. Website hosting and administration

2. Website operations

3. Website improvements

4. Marketing

5. Project management

This is a new Firm-Fixed Price contract.

General Description of Work:

mailto:melissa.a.miles@hud.gov mailto:adrian.c.blackman@hud.gov

HUD is seeking a Contractor to manage and improve its central knowledge management platform for technical assistance, HUD Exchange. HUD Exchange is a web-based environment (website, learning management system, and associated social media accounts) aimed at building the capacity of HUD’s customers, including program participants and grantees, to deliver effective and transformational affordable housing and community development programs.

The Contractor shall deliver the following knowledge management services under this contract:

(1) Website Hosting and Administration

(2) Website Operations

(3) Website Improvements

(4) Marketing

(5) Project Management

The Contractor shall provide all services and deliverables to HUD’s satisfaction, defined by specific performance requirements and objectives.

The HUD Exchange Knowledge Management Platform Contract shall not be used to perform work of a policy, decision-making, or management nature, which are inherently Governmental functions.

Some Specific Tasks

*See Attachment 1 – HUD Exchange Draft Tasks

Below are the characteristics of the requirements:

The successful Contractor will have a demonstrated track record of successfully managing a web project of a similar scale and scope to HUD Exchange. The HUD Exchange website (www.hudexchange.info) includes 250 thousand registered users; multiple integrated software systems, including a flagship learning management system; multiple integrated applications, such as the CDBG income calculator and the TA Request Portal; 25 thousand web pages; 200 thousand reports, and five thousand hosted technical assistance resources. Collectively those assets drive approximately 2.5 million site visits, 20 million pageviews, and 1.25 million document downloads annually.

A demonstrated track record of success must include five or more years as lead entity for a project of similar magnitude, during which time the web environment:

1. met relevant Federal security standards;

2. underwent substantial design change;

3. expanded its user base, as measured by registered users; and

4. grew user engagement, as measured by monthly active users.

Demonstrable knowledge in diverse areas of – http://www.hudexchange.info/

Website hosting and administration, including federally mandated IPv6 requirements for public facing services (see https://www.whitehouse.gov/wp-content/uploads/2020/11/M- 21-07.pdf)

Systems management, including administrative procedures and policies for websites that serve multiple clients within an organization

Data analysis and strategic planning for product design Content management, including organization, publication, design, and utilization analytics Web page design and development Graphic design User research and user-centered design for websites Operating and improving learning management systems and platforms for peer learning Digital marketing and customer segmentation

Previous experience in –

Administration of a website of similar magnitude, including: FedCloud administration and FedRAMP security requirements, routine maintenance and upgrades, and conducting security assessments

Full stack development for a website of similar magnitude Content management and integration of web development for a diverse set of clients, such as HUD’s program offices and HUD’s TA providers, for a website of a similar magnitude, while maintaining consistency in website design and requirements

Technical support for a website of similar magnitude, including: assisting users with access; troubleshooting tools, resources, e-learning modules; providing web support during live online training; and assisting users with registration for courses or setting up an e-learning account

Operations and performance of integrated website applications and tools Operation of an adult/career-professional learning management system (LMS) of similar magnitude Web design and development for multiple clients across a single web platform Digital marketing to adults/career-professionals to grow user engagement of similar magnitude The flexibility to rapidly scale up and down to meet business needs Coordination across governmental and nongovernmental entities Data analysis and strategic planning for product design Project management for a project of similar magnitude Developing and maintaining a key performance indicators dashboard

Working knowledge of

Federally mandated IPv6 requirements for public facing services (see https://www.whitehouse.gov/wp-content/uploads/2020/11/M-21-07.pdf) Documentation required for achieving an Authority to Operate Federal program administration Section 508 compliance for web content and Web Content Accessibility Guidelines

(WCAG) 2.2

Theories and practices in adult learning and organizational development Theories and practices in user-centered web design and development Theories and practices in digital marketing

Technologies, theories, and practices for adult learning

Technologies for web-based applications and tools

Maintenance and security of a cloud-hosting system

Collection and analysis of data to improve performance Federal security protocols including:

o NIST 800-37 Rev. 2 Risk Management Framework for Information Systems and Organizations: A System Life Cycle Approach for Security and Privacy;

o NIST SP 800-53 Rev 4, Security and Privacy Controls for Federal Information Systems 1 Organizations;

o NIST SP 800-171 Rev 1 Protecting Controlled Unclassified Information in Nonfederal Systems and Organizations;

o FIPS Publication 200, Minimum Security Requirements for Federal Information and Information Systems;

o FIPS Publication 199, Standards for Security Categorization of Federal Information and Information Systems; and o Federal Information Security Modernization Act (FISMA) of 2014 and others o Section 508 Compliance - adhere to or in compliance with the Electronic and

Information Technology (EIT) protocols.

Ability to derive relevant concepts from o Data on website usage to inform website improvements and organization o User feedback and activity o Competing priorities among customers

Ability to facilitate meetings in a "lead" capacity for groups of various sizes and scientific expertise.

Skills in oral and written communication.

Organized and deadline driven.

The tasks may require a set of sample skill categories based on the following approximate https://www.whitehouse.gov/wp-content/uploads/2020/11/M-21-07.pdf breakdown:

Assistant (Junior Programmer, Data Specialist, Creative Design), Analyst (I, II, III or Data Specialist), Associate (I, Programmer, Software Engineer, Creative Designer), Senior Associate (Data Specialist, Security Specialist, Engineer), Manager (Senior Programmer, Project Manager, Expert Tech II, Task Manager) and Senior Manager (Principal Programmer, Senior PM, Principal Software Engineer).

Contemplated Performance Metrics, may include:

Statements Standards/AQLs Incentive/Disincentive

5.1 Hosting &

Administration

5.1.1 Hosting requirements a)

AQL: Zero Deviation

f) compliance with federally mandated IPv6 requirements for public facing services.

AQL: Zero Deviation

g) The Contractor shall provide hosting of cloud services by 14 calendar days from the contract start date.

5.1.2 Cloud services a) The Contractor shall utilize a

FedRAMP authorized cloud infrastructure.

AQL: Zero Deviation

b) The Contractor shall ensure the cloud services allow for controlled, real-time, on-demand and automated provisioning of storage and bandwidth capacity to support content delivery.

AQL: Zero Deviation

c) The Contractor shall provide a web-based dashboard near real time monitoring and visibility of Cloud services performance, service status, and key performance indicators of the system against the proposed SLAs and operational parameters.

AQL: Zero Deviation

d) The Contractor shall provide reporting analytics to HUD with up-to-date and comprehensive information regarding technical and

1% deduction from the associated LIN price for the monthly invoice for non-compliance management performance (summarizing projected vs. actual measures), and other related issues;

and AQL: Zero Deviation

e) The Contractor shall provide security logs as required within the documentation identified in Section

5.1.5 Security.

AQL: Zero Deviation

f) The Contractor shall ensure Cloud Services are available within 14 days from the contract start date.

AQL: Zero Deviation

5.1.3 Test environment for

HUDx

a) Testing environment shall be live within 90 days of the contract start date.

AQL: Zero Deviation

1% deduction from the associated LIN price for the monthly invoice for non-compliance

5.1.4 Authentication and

access control

a) The Contractor shall ensure system access control seamlessly integrates with HUD’s enterprise Identity, Credential, and Access Management AQL: Zero Deviation

1% deduction from the associated LIN price for

5.1.5 Security

5.1.5.1 Security requirements a) The Contractor shall provide cloud services with the requisite security, confidentiality, integrity, availability, and privacy levels and controls that are compliant with A-D of this section.

AQL: Zero Deviation

1% deduction from the associated LIN price for

5.1.5.2 Authority to Operate a) The Contractor shall develop the required security documentation and supporting evidence requests as part of the security assessment conducted by HUD’s Office of IT Security (OITS) and provide evidence of control implementation, within the 9 months of the contract start date.

AQL: Zero deviation, unless additional time is approved by the government in writing in advance.

b) The Contractor shall create and upload the security & privacy documentation listed in the RMF Checklist v1.3, February 2022.

AQL: Zero Deviation

1% deduction from the associated LIN price for

c) The Contractor shall comply with HUD continuous monitoring requirements on an ongoing basis, but not less often than annually.

AQL: Zero Deviation

5.1.5.3 Security review a) The Contractor shall provide the

complete set of Security artifacts as required by FISMA for the information system having a moderate security categorization, prior to HUD’s operational readiness testing, within nine months of contract start date.

AQL: Zero deviation, unless additional time is approved by the government in writing in advance.

b) The Contractor shall deliver the Security Assessment and Authorization artifacts no less frequently than annually.

AQL: Zero deviation

1% deduction from the associated LIN price for

5.1.6 Incident response a) The Contractor shall deliver an

incident response plan annually AQL: Zero Deviation

1% deduction from the associated LIN price for the monthly invoice for non-compliance

5.1.7 Systems improvement

and maintenance

a) The Contractor shall deliver a log resulting from systems scans monthly.

AQL: Zero Deviation

1% deduction from the associated LIN price for the monthly invoice for non-compliance

5.1.8 Technical support a) The Contractor shall acknowledge

requests for technical support within 30 minutes, address requests for technical support within two hours, and resolve any outstanding requests within a mutually agreeable timeframe approved by the government.

AQL: Zero Deviation

1% deduction from the associated LIN price for

5.1.9 Domains a) The Contractor shall secure the

domain www.hudexchange.gov within14 calendar days from contract start date.

AQL: Zero deviation unless otherwise approved by the Government.

b. For a twelve-month period, the

Contractor shall provide for specific addresses at the legacy domain, www.hudexchange.info, to redirect to the appropriate destination at the new domain, www.hudexchange.gov.

AQL: Zero deviation

c. The Contractor shall secure the license and authority for control of www.hudexchange.info for the entirety of the contract period to redirect to the appropriate destination at the new domain, www.hudexchange.gov.

AQL: Zero deviation

1% deduction from the associated LIN price for the monthly invoice for non-compliance

5.1.10 Documentation of

procedures

a) Standard: The Contractor shall provide HUD with a draft administrative policies and procedures manual for HUD Exchange within 5 months from the contract start date.

AQL: Zero Deviation

b. The Contractor shall provide HUD with an administrative policies and procedures manual for HUD Exchange within 6 months from the contract start date.

AQL: Zero Deviation

c. Standard: The Contractor shall provide HUD with an updated administrative policies and procedures manual for HUD Exchange within 30 days after the exercise of each option period.

AQL: Zero Deviation

1% deduction from the associated LIN price for http://www.hudexchange.gov/ http://www.hudexchange.gov/ http://www.hudexchange.gov/

5.2 Website operations

5.2.1 Content

management

5.2.1.1 Content

management software

a) The Contractor shall use federally tested, open-source content management software with flexible templates which allow HUD offices to initiate content and design updates.

AQL: Zero Deviation

1% deduction from the associated LIN price for the monthly invoice for non-compliance

5.2.1.2 Content migration a) The Contractor shall provide a

detailed content migration plan within 14 calendar days from contract award.

AQL: Zero deviation

b) Government approval of archived content.

AQL: Zero Deviation

c) The Contractor shall not allow archived data to become part of the published website and ensure it is not included in site searches.

AQL: Zero Deviation

d) The Contractor shall allow archived content to be accessible to the government.

AQL: Zero Deviation

1% deduction from the associated LIN price for the

5.2.1.3 Content design a) The Contractor shall provide a web

design style guide for government approval within 90 calendar days of the contract start date AQL: Zero deviation unless approved by the Government in writing

b) The Contractor shall utilize the design style guide when updating existing or new webpages.

AQL: Zero Deviation unless approved by the Government in writing.

1% deduction from the associated LIN price for the

5.2.1.4 Content

management plan

a) Government approval of a content management plan within 90 calendar days from the contract start date.

AQL: Zero deviation unless otherwise approved by the Government.

b) Standard: The Contractor shall implement the content management plan within 10 calendar days of government approval of the plan.

AQL: Zero deviation unless otherwise approved by the Government.

1% deduction from the associated LIN price for the

c) Standard: Government approval of the content management plan upon any revisions.

AQL: Zero Deviation

5.2.1.5 Content publication

procedures

a) The Contractor shall ensure all content updates include necessary changes to system maps, menus, links, and breadcrumbs.

AQL: Zero Deviation unless approved by the Government in writing.

b) The Contractor shall develop new webpages for new or updated content as directed by HUD.

AQL: Zero Deviation unless approved by the Government in writing.

c) Prior to publishing new and updated content the Contractor shall ensure content complies with Section 508 of the Americans With Disabilities Act as amended (see www.508.gov).

AQL: Zero Deviation

d) Prior to publishing new and updated content the Contractor shall ensure that: All content summaries or synopses are free of grammatical and spelling errors; All graphics and images are displayed accurately and in the appropriate resolution; Any content developed with HUD technical assistance funding includes the appropriate disclaimer as provided by HUD; and The source of any embedded or linked external content is clearly identifiable.

1% deduction from the associated LIN price for the

5.2.1.6 Content publication

timelines

a) Content updates to existing webpages shall not exceed 7 calendar days from receipt of request from the government.

AQL: Zero deviation unless otherwise approved in writing by the government. Requests for additional time must be submitted in writing 3 business days before the deliverable due date

b) Content updates to new webpages shall not exceed 14 calendar days from receipt of request from the government.

AQL: Zero deviation unless otherwise approved in writing by the government. Requests for additional time must be submitted in writing 3 business days before the deliverable due date

5.2.1.7 Content

maintenance

a) Resolution of issues that do not require government direction within 2 business days of identification.

AQL: Zero deviation unless otherwise approved by the government.

b) Resolution of all issues by a mutually agreed timeframe.

5.2.1.8 Content utilization a) Standard: The Contractor shall provide utilization analytics described above once per month beginning with the first month following the transition in period.

AQL: Zero deviation unless otherwise approved by the Government in writing

1% deduction from the associated LIN price for the

5.2.2 Integrated web

applications

a) The Contractor shall include all integrated web applications and in the scope of the Security Assessment and Authorization (SA&A) effort as described in Section 5.1.

AQL: Zero Deviation

1% deduction from the associated LIN price for the

5.2.2.1 Learning

Management System

a) The Contractor shall maintain the LMS as delivered at transition and secure approval from HUD prior to making any changes to software or functionality. At a minimum, the Contractor shall maintain the functionality of the LMS as delivered at transition

5.2.2.1.1 LMS training

content and delivery

a) The Contractor shall ensure that the LMS facilitates training delivery across a variety of modes, including: remote live training delivery to large and

1% deduction from the associated LIN price for the small groups, on-demand self-paced training, Sharable Content Object Reference Model (SCORM) integrations, and structured self-paced learning pathways that guide consumption of a full curriculum and track status throughout.

AQL: Zero deviation

b) The Contractor shall ensure that live training events both allow users to participate in live chat and can be recorded for future viewing.

AQL: Zero deviation

c) The Contractor shall ensure that the LMS supports content creation and training delivery by TA providers and allows HUD program areas to customize the design and branding for training content associated with their programs.

AQL: Zero deviation

5.2.2.1.2 Training Calendar

and Registration

a) The training calendar is updated within two business days of the Contractor receiving the event details.

AQL: Zero deviation

b) The Contractor shall provide registration reports to event organizers on request within two business days.

AQL: Zero deviation

1% deduction from the associated LIN price for the

5.2.2.1.3 Personalized

learning accounts

Standard: The Contractor shall ensure that users can track their individual training registrations and completions, customize homepage view, subscribe to content feeds of their choosing, and control the privacy of their profile information.

AQL: Zero Deviation, unless otherwise approved by the Government

1% deduction from the associated LIN price for the

5.2.2.1.4 Peer cohorts Standard: The Contractor shall ensure

that the LMS facilitates peer

1% deduction from the discussion and allow formation of peer cohorts, which allow for assignment of customized training opportunities and closed discussion forums that encourage peer exchange, including both discussion and content-sharing.

AQL: Zero Deviation, unless otherwise approved by the Government

Standard: The Contractor shall work with HUD to enforce the community guidelines for peer exchange discussion boards, and ensure users acknowledge the guidelines prior to participating.

AQL: Zero Deviation, unless otherwise approved by the Government

5.2.2.1.5 Training surveys

and assessments

a) Training organizers must be able to provide pre-tests and post-tests. The LMS must provide for users to complete post-training surveys. The LMS must provide a dashboard for training organizers and HUD POCs to review the results of tests and surveys among defined user groups and to download data and reports.

AQL: Zero Deviation, unless otherwise approved by the Government

1% deduction from the associated LIN price for the

5.2.2.1.6 Training

completion and certification

a) Users shall be credited for completed trainings and can view them in their profiles.

AQL: Zero Deviation

b) The LMS must provide for users to generate transcripts of completed training. The LMS must provide for training organizers or HUD POCs to establish requirements for virtual badges or certifications. The LMS must provide for HUD to establish and remove leaderboards to measure user activity and competency.

AQL: Zero Deviation, unless otherwise approved by the Government

1% deduction from the associated LIN price for the

5.2.2.1.7 Training Dashboard a) The training dashboard must allow training organizers and HUD POCs to review the results of tests and surveys among defined user groups and to download data and reports.

AQL: Zero Deviation

b) The training dashboard must allow HUD to review summaries of training progress and knowledge gain across defined user groups and to customize downloadable reports from a real-time dashboard.

AQL: Zero Deviation

1% deduction from the associated LIN price for the

5.2.2.2 Ask A Question

Helpdesks

a) The Contractor shall facilitate access to Helpdesk question pools for designated TA provider staff.

AQL: Zero Deviation

b) The Contractor shall ensure the system automated acknowledgment to the question within a minute and the response is emailed directly to the submitting user.

AQL: Zero deviation unless otherwise approved by the Government.

c) The Contractor shall remove or add Helpdesk question pools within 10 calendar days following the request by the Government.

AQL: Zero deviation unless otherwise approved by the Government.

1% deduction from the associated LIN price for the

5.2.2.3 Requests for

Technical Assistance

a) The Contractor shall facilitate access to Helpdesk question pools for designated TA provider staff.

AQL: Zero Deviation

b) The Contractor shall ensure that credentialed HUD users can view direct TA requests once they are entered into the tool.

AQL: Zero deviation

c. The Contractor shall ensure that the TA request tool delivers TA requests to HUD’s Disaster Recovery Grant Reporting system within one business day.

AQL: Zero deviation

1% deduction from the associated LIN price for the

5.2.2.4 Income Calculator a) The Contractor shall update the

income calculator annually AQL: Zero Deviation

1% deduction from the

5.2.2.5 Third-party

applications

a) The Contractor shall notify HUD and temporarily remove the application from HUD Exchange within 2 business days when third party apps fail to work or pose a security risk.

AQL: Zero Deviation

1% deduction from the associated LIN price for the

5.2.2.6 User accounts a) The Contractor shall manage the

creation and maintenance of user accounts and permissions.

AQL: Zero Deviation

b) The Contractor shall ensure users are able to access all authorized site areas, site functionality, and should be able to create an account.

AQL: Zero Deviation

c) User accounts should be immediately activated upon user verification.

AQL: Zero Deviation

d) The Contractor shall log all user activity and engagement with the site.

AQL: Zero deviation unless otherwise approved by the Government.

1% deduction from the associated LIN price for the

Contemplated report requirements:

There will be monthly, quarterly and some weekly reporting requirements.

5.5.1 Reports

A business intelligence dashboard that draws data from across HUD Exchange to help HUD analyze the effectiveness of its technical assistance. The dashboard should refresh with accurate data monthly and retains historic data for the duration of the contract. At a minimum, the KPI Dashboard shall include the following measures:

o Active users (registered who have accessed the site within 12 months) o Monthly active users (number of registered users who take an action in a month) o Conversion rate for (percent of users who land on HUD Exchange and then take an action):

Account creation

Resource download

General video view LMS use No action o Ten leading sources of site traffic o Consumption of TA content by:

Content type, HUD program area associated with the content, and State or HUD field office associated with the user o Search click-thru-rate o Video views per day o Training events completed per day o Percentage of training registrations that are completed

Quarterly Progress Reports o A summary of the design data collection process, including feedback from users and user testing o Recommended development plans and proposed timelines o Development progress from the prior quarters approved development plan o Summary of content updates made during the quarter by content type, and HUD program area o Summary of the marketing analytics from the marketing dashboard o Summary of the key performance indicators from the KPI dashboard

Ad hoc reports as requested

Contemplated dollar value of the project:

Estimated Value is between $10 Million and $50 Million

Contemplated place of performance:

Place of Performance is at the Contractor’s Facility