Statement of Work (SOW)final.doc

PR #: #2120230PPJ019

STATEMENT OF WORK

STATEMENT OF WORK (SOW)

FOR

Mentoring Program

1.0 GENERAL

1.1 Background

The Coast Guard’s current mentoring program called “The Mentoring Project” is a spreadsheet based, volunteer run program not consistent with any other service. Due to lack of resources, “The Mentoring Project” is challenged by low engagement, lack of scaling/automation, a lack of metrics with which to measure matching efficiency/effectiveness, limited leadership program visibility/insight/direction, and lack of business data analytics.

To resolve this, The Coast Guard is seeking a modernized software based mentoring program will significantly improve efficiency and create strategic value to the organization by enabling an all-inclusive, open communication network across all participants who are matched using algorithms based on member preferences. The capability to automate matching and communications allows a structured, manageable enterprise-wide program resulting in a sustainable mentoring program. Additionally, a modernized software based mentoring program creates strategic value providing business analytics to gauge the health of the mentoring connections and the program as a whole.

1.2 Scope

Provide a compliant enterprise Software as a Solution (SaaS) mentoring program product. The product shall be scalable and configurable to the CG needs. The product shall have a demonstrated industry presence with quantifiable results such as case studies or customer reports. The product shall have a framework to provide connections with a guided experience through a mentoring relationship. The product shall employ a data driven architecture to allow analytics on all data entered. The product shall employ an algorithmic based capability to optimize matching. The product shall by fully app enabled supported on Android and IOS devices, meet CG and DHS compliance requirements, and be accessible from all workstations, regardless of domain (.mil, .org, .edu, .gov, .com etc). Provide dedicated staff for major program elements, and a 24x7 tech support staff for routine queries.

The Coast Guard wants the following capabilities from a software based mentoring program.

Matching Algorithm Software that provides algorithm that automatically suggests best match options by analyzing data in each participant profile. Software that allows matching based on factors such as location, unit, rank, gender, ethnicity, etc. Algorithms in the software match thousands of participants simultaneously, humanly impossible with the current manual program.

Reporting & Analytics Software that provides a full suite of business data analytics that provides robust reports highlighting various indicators of program satisfaction and connection health/effectiveness. The data quickly tracks and analyzes the performance of the mentoring program and provides senior leader metrics for oversight.

Automated Surveys Software that enables a more agile mentoring program by automatically surveying participants at pre-defined intervals. Providing automated survey results conveyed in a way that’s easy to digest visually allowing managers and participants to determine health of the program Automated Communications Software that automates targeted emails and reminder communications which can be scaled enterprise-wide.

Mobile Responsiveness & Mobile Apps Convenience to access all mentoring tracks and resources which will increase enrollment. Scaling all content to be Mobile-enabled and responsive.

1.3 OBJECTIVE

The objective of this procurement is to provide the 100,000+ Coast Guard workforce with a platform to enable connection to a mentor in the Coast Guard. The platform will provide access, connection methods, and a plan for mentoring pairs to guide them in their relationship. For purposed of this document and ‘connection’ is defined as an established pairing between a mentor and a mentee (or in the case of group mentoring, a pairing between a cadre of mentors and mentees)

2.0 SPECIFIC REQUIREMENTS/TASKS

Provide a SaaS Enterprise Mentoring platform with the following capabilities :

• the ability to publish a CG Consent to Use and Monitoring Flash Screen as condition of logging in and having system access

• Provide full Admin roles for local CGA administrators, to employ fast and agile system changes

• Provide admin ability to monitor PII/HIPAA/OPSEC/spillage

• Provide admin ability to create fully customizable profile fields

•Provide an algorithm-based matching process that can be automated, semi-automated, or manual

• Provide ability for multiple mentoring sub programs with walled –off metrics

• Provide an integrated survey feedback system that is admin customizable

• Provide confidential user messaging to ADMIN

• Provide the capability to log and track mentoring meetings/times/dates for HQ reporting

• Provide the ability to export program data and analytics

• Provide IOS/Android supported device app integration and access

• Provide a framework to enable admins to monitor connection health for accountability and feedback

• Provide a capability to deploy digital data resources such as documents, videos, and podcasts

• Provide a means of having each mentoring connection complete a mentoring partnership agreement within the system electronically

• Provide the ability to set and track mentoring connection goals

• Provide ability for all users to take notes in various areas in the system

• Provide ability for users to capture reflective notes on their interactions

• Provide the ability to advertise and market program events and updates

• Provide the ability to administer/organize/conduct group mentoring for specific targeted topics/groups with the same data collection

• Provide a customizable program executive dashboard, and individual track dashboards to collect and display key admin-defined key performance indicators and outcome metrics

• Provide the ability to conduct training and interactive system/program user guides

• Provide full data transparency on all data collected for business intelligence analytics, including every field of data entered by any participant and system interaction metrics (logins etc.)

• Provide consulting representative for program build-out and monitoring throughout the contract term

• Provide help-desk system to remedy technical issues

• Meet USCG/DHS information technology compliance certifications and be able to receive an ICCB waiver approval, and be FEDRAMP Compliant Pursuant to Department of Defense Security Policy DoDI 8510.01, DoD Risk Management Framework (RMF) for DoD IT, the system must be authorized in accordance with the Federal Risk and Authorization Management Program (FedRAMP) and DoD Cloud Computing Security Requirements Guide. Please confirm that a DoD Impact Level 4 Provisional Authorization to Operate (PATO) exists or discuss how it will be obtained.

2.1 PROVIDE A SINGLE SOFTWARE AS A SERVICE (SaaS) MENTORING PLATFORM

2.1.1 Must be a Software as a Service solution that requires no software or hardware from the Coast Guard.

2.1.2 Must be accessible from any desktop, tablet, or mobile device. Must have a dedicated mobile device app for Apple and Android devices. Being ‘web-optimized’ is not acceptable as a mobile device use.

2.1.3 Must be able to be branded to Coast Guard specifications, and have a customized Coast Guard URL.

2.1.4 Provide a variety of configurable mentoring formats (one-to-one, circle mentoring, situational mentoring, etc). Configuration ability must be enabled to the CG admins for building to the unique formats, types, and needs of the Coast Guard’s program. These formats must be able to support potential Coast Guard Strategic goals for mentoring such as (but not limited to): career development, recruiting, leadership development, retention, diversity and inclusion, professional development, executive development, knowledge transfer, coaching, networking.

2.1.5 Provide the ability for different matching types. These type must include self-matching, admin matching, and algorithm-based automated matching. System must allow user level filtering based on any of the profile field components.

2.2 PROVIDE A GUIDED EXPERIENCE

2.2.1 Provide a framework for connections to follow in their mentoring relationship. All elements of the connection framework must be admin-customizable.

2.2.2 The connection framework should be in the form of a user friendly reference checklist, tailored to a time-based connection. For example, the beginning to the checklist would have things like (1) resources on how to break the ice tips for being a good mentor/mentee, (2) reminders to set up a communication plan and routine, (3) tips for setting up a first meeting, etc. The connection plan should also allow for things like prompting survey completion, goal setting, recurring meeting scheduling, and healthy ways to close out a relationship.

2.2.3. Provide a suite of connection matching capabilities. At a minimum, provide a system allowing for (1) self-selected matches, (2) admin selected matches, and (3) an automated matching algorithm using customer-supplied weighted criteria.

2.2.4. Provide a means to schedule meetings, that has the capability to sync with standard calendar programs like outlook, google calendar etc.

2.2.5. Provide a means to communicate through the platform in the form of messaging.

2.2.6 Provide a means for connection partners to keeps notes/reflections on their relationship.

2.3 ADMIN RESOURCES

2.3.1 Provide a dedicated customer service representative to work with the CG Admin for system setup, configuration, design, and front end build work. This representative shall be a primary partner for program marketing, launching and enrollment. This representative shall be a conduit for programmatic issues during the execution phase of the mentoring program

2.3.2 Provide Tech Support Help Desk resources 24x7. This service shall be used to provide technical help to Admins/users.

2.3.3 At least annually, provide strategic consulting in evaluating program performance for future improvements.

2.3.4. Provide a Library capability within the interface based on a standard electronic file hierarchy. The library structure should be configurable to the customer’s needs of structure, access, warehousing, and curating.

2.3.5 The library shall be initially furnished with standard documents and user guides for users to help indoctrinate them and provide guidance for using all aspects of the platform.

2.3.6 The Library shall also be configurable with the ability for the customer to populate with specific program resources. These resources may be in the form of any standard document type, presentation, video, or audio podcasts.

2.4 DATA and ANALYTICS

2.4.1. Provide a suite of analytic and reporting software tools that can look at data at the following levels: individual, connection (mentor/mentee), sub-program (i.e. one-to-one), global program (all sub-programs together). Data must be exportable to other desktop applications. Data must be stored and backed-up for the duration of the contract.

2.4.2. Provide a flexible data architecture that will allow data to be collected and analyzed based on the Coast Guard’s strategic mentoring goals and Key Performance Indicators. Examples of data this should include is static enrollment data, fluid connection engagement data, and customer satisfaction and all other survey data.

2.4.3. Provide a fully customizable enrollment profile form. Shall have all the standard suite of question formats (i.e. select one, multiple choice, ordered options, date, multiple lines, etc.).

2.4.4. Provide a fully customizable survey system. Shall have all the standard suite of question formats (i.e. select one, multiple choice, ordered options, date, multiple lines, etc.).

3.0 CONTRACTOR PERSONNEL

N/A

4.0 OTHER APPLICABLE CONDITIONS

4.1 SECURITY

There will be no Contractor access to government facilities

4.2 Period of Performance

The period of performance is base plus four (4 )option years.

4.3 PLACE OF PERFORMANCE

The primary place of performance will be the Vendor’s facilities.

4.4 POST AWARD CONFERENCE

The Vendor shall meet with the Contracting Officer and the COR no later than 14 business days after the date of award. The purpose of the Post Award Conference, which will be chaired by the Contracting Officer, is to discuss technical objectives of this contract and review the Vendor’s draft implementation plan. The Post Award Conference will be held via teleconference.

4.5 IMPLEMENTATION PLAN

The Vendor shall provide a draft Implementation Plan at the Post Award Conference for Government review and comment. The plan, at a minimum, shall include: (a) list of work to be performed;(b) project schedule; (c) description of intended results; (d) role of key personnel, if applicable and (e) how quality of service (project) will be maintained throughout life of contract. The Vendor shall provide a final Implementation Plan to the COR not later than 14 business days after the Post Award Conference.

4.6 GENERAL REPORT REQUIREMENTS

The Vendor shall provide all written reports in electronic format with read/write capability using applications that are compatible with DHS workstations (Windows XP and Microsoft Office Applications).

4.7 PROTECTION OF INFORMATION

Vendor access to information protected under the Privacy Act is required under this SOW. Vendor employees shall safeguard this information against unauthorized disclosure or dissemination in accordance with the law and Government policy and regulation.

4.8 SECTION 508 COMPLIANCE

Section 508 of the Rehabilitation Act, as amended by the Workforce Investment Act of 1998 (P.L. 105-220) (codified at 29 U.S.C. § 794d) requires that when Federal agencies develop, procure, maintain, or use information and communications technology (ICT), it shall be accessible to people with disabilities. Federal employees and members of the public with disabilities must be afforded access to and use of information and data comparable to that of Federal employees and members of the public without disabilities.

1. All products, platforms and services delivered as part of this work statement that, by definition, are deemed ICT or that contain ICT shall conform to the revised regulatory implementation of Section 508 Standards, which are located at 36 C.F.R. § 1194.1 & Apps. A, C & D, and available at https://www.gpo.gov/fdsys/pkg/CFR-2017-title36-vol3/pdf/CFR-2017-title36-vol3-part1194.pdf. In the revised regulation, ICT replaced the term electronic and information technology (EIT) used in the original 508 standards.

Item that contains Information and Communications Technology (ICT): mentoring software

Applicable Exception: N/A Authorization #: N/A

Applicable Functional Performance Criteria: All functional performance criteria in Chapter 3 apply to when using an alternative design or technology that results to achieve substantially equivalent or greater accessibility and usability by individuals with disabilities than would be provided by conformance to one or more of the requirements in Chapters 4 and 5 of the Revised 508 Standards, or when Chapters 4 or 5 do not address one or more functions of ICT.

Applicable 508 requirements for electronic content features and components (including Internet and Intranet website; Electronic surveys; Electronic reports): All requirements in E205 apply, including all WCAG Level AA Success Criteria Apply

Applicable 508 requirements for software features and components (including Service Offerings): All requirements in Chapter 5 apply, including all WCAG Level AA Success Criteria, 502 Interoperability with Assistive Technology, 503 Application, 504 Authoring Tools

Applicable 508 requirements for hardware features and components: Does not apply

Applicable 508 requirements for support services and documentation: All requirements in Chapter 6 apply

2. Exceptions for this work statement have been determined by DHS and only the exceptions described herein may be applied. Any request for additional exceptions shall be sent to the Contracting Officer and a determination will be made according to DHS Directive 139-05, Office of Accessible Systems and Technology, dated November 12, 2018 and DHS Instruction 139-05-001, Managing the Accessible Systems and Technology Program, dated November 20, 2018.

5.0 GOVERNMENT FURNISHED RESOURCES

The Government will not furnish any hardware resources to the Vendor in support of this contract.

The Government will provide all necessary information, data and documents to the Vendor for work required under this contract.

The Vendor shall use Government furnished information, data and documents only for the performance of work under this contract, and shall be responsible for returning all Government furnished information, data and documents to the Government at the end of the performance period. The Vendor shall not release Government furnished information, data and documents to outside parties without the prior and explicit consent of the Contracting Officer.

5.0 CONTRACTOR FURNISHED PROPERTY

The Vendor shall furnish all facilities, materials, equipment and services necessary to fulfill the requirements of this contract, except for the Government Furnished Resources specified in SOW 2.0 and SOW 5.0.

7.0 GOVERNMENT ACCEPTANCE PERIOD

The COR will review deliverables prior to acceptance and provide the Vendor with an e-mail that provides documented reasons for non-acceptance. If the deliverable is acceptable, the COR will send an e-mail to the Vendor notifying it that the deliverable has been accepted.

7.1 The COR will have the right to reject or require correction of any deficiencies found in the deliverables that are contrary to the information contained in the Contractor’s accepted proposal. In the event of a rejected deliverable, the Vendor will be notified in writing by the COR of the specific reasons for rejection. The Vendor may have an opportunity to correct the rejected deliverable and return it per delivery instructions.

7.2 The COR will have 7 business days to review deliverables and make comments. The Contractor shall have 7 business days to make corrections and redeliver.

7.3 All other review times and schedules for deliverables shall be agreed upon by the parties based on the final approved Project Plan. The Contractor shall be responsible for timely delivery to Government personnel in the agreed upon review chain, at each stage of the review. The Contractor shall work with personnel reviewing the deliverables to assure that the established schedule is maintained.

8.0 DELIVERABLES

The Contractor shall consider items in BOLD as having mandatory due dates. Items in italics are deliverables or events that must be reviewed and/or approved by the COR prior to proceeding to next deliverable or event in this SOW.

LAST UPDATED: 07/16/2020

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