SOW GovDelivery Services -DRAFT.pdf

STATEMENT OF WORK (DRAFT)

U.S. Department of Housing and Urban Development (HUD)

Federal Housing Administration (FHA)/

Office of Housing

GovDelivery Email Communication Subscription Services

FEDERAL HOUSING ADMINISTRATION (FHA)/

1. PURPOSE:

This Statement of Work describes support to the Office of Housing and the Federal Housing Administration (FHA) for subscription services to access to an email distribution technology platform and associated administrative in support of all Office of Housing and Federal Housing Administration programs that is FEDRamp compliant. The subscription services must include access to the GovDelivery email marketing platform to improve FHA’s email marketing capabilities and provide the agency with access to millions of consumers engaged with Housing communications.

2. BACKGROUND:

The Office of Housing and Federal Housing Administration seeks subscription services to provide access to email communication distribution and management technology to support improving customer satisfaction through regular, timely, and ongoing program and policy communications for all program office within the Office of Housing. The current email distribution service with the GovDelivery platform encompasses email subscriptions for more than 193,000 subscribers to 151 unique Office of Housing and FHA email list topics and support more than 730 topic emails sent by Office of Housing and FHA program office approved users to more than 20 million email addresses, collectively.

The current solution includes highly customized features and settings used on each of FHA/Housing’s supported websites along with a series of complex workflows and system-to-system integrations. There are customized overlays that are integrated into Housing’s public websites and message templates that have been designed based on the website being supported.

There are customized workflows, system integrations, message templates, data transfers and reports, that allow visitors to add their email addresses and subscribe to receive messages on essential Housing topics and policies that are of interest to them. There are transactional message workflows and integrations that send to Housing beneficiaries based on the actions they take while visiting the public website. These tools have been integrated within FHA/Housing’s websites and is updated as those websites change. There is also integration with other third-party tools used to transfer data to other contractors and tools that are used by FHA/Housing staff to continually grow the size of the audience and send thousands of email messages to Housing’s stakeholders.

3. SCOPE OF WORK:

The contractor shall collaborate with FHA and the Office of Housing to provide access to their GovDelivery technology – a digital email communication and associated email subscription services – in support of FHA and the Office of Housing’s eight program offices. Specifically, the contractor shall provide access to the GovDelivery service to be accessed by approved staff users within FHA and the

FEDERAL HOUSING ADMINISTRATION (FHA)/

Office of Housing which will allow these users to develop, disseminate, and track statistics on emails sent to groups of third-party FHA and Office of Housing program participants. This includes functionality that allows FHA and Housing staff to maintain, update, enhance, and expand the volume of email communications it sends, currently more than 730 email communications in the past 365 days sent to more than 20 million external email recipients.

Further, the contractor shall collaborate with the management of FHA and the Office of Housing on maintaining the online subscription and list management features within the service to allow the public to self-subscribe to various email communications by program office, topic, or all categories. These email subscription lists and categories are determined by FHA and the Office of Housing program staff.

In addition, the contractor shall maintain access to existing support features for all FHA and Office of Housing-approved users, including telephonic customer support and access to dedicated technology specialists. The contractor shall provide access to email data and analytics, and internal user management components that are part of the technology service.

The features of the GovDelivery subscription service used by FHA and the Office of Housing must include, but is not limited to, the following elements:

A) GovDelivery Digital Communications Management (Communications Cloud) - an email subscription service which sends mass outbound communications reaching subscribers (public) at once with a single message on an important policy change, program offer, or other issue.

B). GovDelivery Digital Communications Management Advanced Module - provides advanced features that can be used with the Communications Cloud to maximize message performance, audience segmentation, increase personalization and streamline communications workflow.

C) GovDelivery Targeted Messaging Service (TMS) - a targeted action-based email service that sends a series of targeted email and/or SMS messages to website visitors based on their actions and/or behavior and is only relevant to them.

D) Integrated technical support and professional consulting services which provides FHA/Housing staff access to dedicated resources that are accessible as needed.

The contractor shall provide a tailored, collaborative approach with its consulting services. These services must include access to the GovDelivery platform that is FedRamp certified.

4. PERIOD OF PERFORMANCE:

The anticipated period of performance for this contract shall be the following:

Base Year - September 29, 2024, thru September 28, 2025 Option Year 1- September 29, 2025 thru September 28, 2026 Option Year 2- September 29, 2026 thru September 28, 2027 Option Year 3- September 29, 2027 thru September 28, 2028

FEDERAL HOUSING ADMINISTRATION (FHA)/

Option Year 4- September 29, 2028 thru September 28, 2029

5. RECORDS MANAGEMENT:

All deliverables defined within the contract are Federal records owned by the Government and must be managed by a contractor as Federal records.

6. SECTION 508 COMPLIANCE:

The on-line activities conducted by the Contractor shall be compliant with Section 508 of the Americans with Disabilities Act as amended. These regulations may be found at http://www.access-board.gov/508.htm.

7. COMMUNICATIONS:

Questions related to the Statement of Work or changes to the contract must be communicated with the Contracting Officer and delegated Contracting Officer’s Representative (COR).

http://www.access-board.gov/508.htm.

http://www.access-board.gov/508.htm.

http://www.access-board.gov/508.htm.

FEDERAL HOUSING ADMINISTRATION (FHA)/