United States Mint Request for Prosposal Solicitation 2031JG22R00025 Enterprise Sales and Marketing Solution.pdf

UNITED STATES MINT

SOLICITATION

SOLICITATION NUMBER: 2031JG22R00025 Page 1 of 87

SOLICITATION NUMBER: 2031JG22R00025

ISSUED BY / RESPOND TO:

ADDRESS:

CONTRACTOR NAME:

PERIOD OF PERFORMANCE:

COLLEEN M GRINNELL, Contracting OfficerPOINT OF CONTACT:

Firm-Fixed PriceCONTRACT TYPE:

DESCRIPTION:

The Contractor agrees to furnish and deliver all items and perform all services as set forth herein. The rights and obligations of the parties to this contract shall be subject to and governed by the contract and all attachments thereto. By executing this document, the Contractor agrees to all terms and conditions included herein and has read the Notice Regarding Inapplicability of Laws Governing Procurement or Public Contracts, (GP-1).

United States Mint Enterprise Sales & Marketing Solution

USMINT-HQR

United States Mint - Headquarters

801 9th Street, NW

Washington DC 20220

SOLICITATION DATE:

SOLICITATION DUE DATE: August 22,2022

July 01,2022

FOR THE UNITED STATES MINT

Date:

Title: Contracting Officer

Typed Name: COLLEEN M GRINNELL

SIGNATURE

Acceptance

FOR

Date:

Title:

Typed Name:

SIGNATURE

Offer

2031JG22R00025 UNITED STATES MINT

ENTERPRISE SALES & MARKETING SOLUTION

SECTION B – PRICES

B.1 PRICE PROTECTION (APR 2014) CLAUSE # B-001

B.2 CONTRACT, MODIFICATION AND/OR TASK ORDER PRICING (FEB 2014) CLAUSE # B-003 VAR

B.3 TASK ORDERS (MAR 2015) CLAUSE # B-004 VAR

B.4 FUNDING FOR TASK/DELIVERY ORDER CONTRACT (FEB 2014) CLAUSE # B-005

B.5 MAXIMUM VALUE OF CONTRACTS (FEB 2014) CLAUSE #B-007 VAR

B.6 PRICING (FEB 2014) CLAUSE # B-136 (VAR)

SECTION C – STATEMENT OF OBJECTIVES

C.1 OVERVIEW

C.2 SCOPE

C.3 PROGRAM OBJECTIVES

C.4 BUSINESS OBJECTIVES

C.5 CONDITIONS

C.6 MINIMUM PERFORMANCE WORK STATEMENT (PWS) TASKS

6.1 PROGRAM MANAGEMENT

6.2 LOGICAL DESIGN PHASE (ANALYSIS AND DESIGN)

6.3 PHYSICAL DESIGN PHASE (CONFIGURATION AND IMPLEMENTATION)

6.4 OPERATIONS AND MAINTENANCE PHASE

C.7 DELIVERABLES

C.8 CONTRACTOR GUIDELINES

C.9 SECURITY REQUIREMENTS

C.10 APPENDICES

1. Appendix A-1: Functional and Business Requirements

2. Appendix A-2: Functional and Business Requirements Workbook

3. Appendix B: Deliverables and Content Requirements

4. Appendix C: Go-Live and Full Operational Capability (FOC) Definitions

5. Appendix D: USM Internal and External Systems Interface Descriptions

C.11 SECTION 508 COMPLIANCE – NEW IDIQ CONTRACTS (MAR 2009) CLAUSE# C-125

C.12 SECTION 508 - INFORMATION, DOCUMENTATION AND SUPPORT (JULY 2013) CLAUSE # C-127 . 19

SECTION D - PACKAGING AND MARKING

D.1 PACKAGING (JULY 2014) CLAUSE # D-008

D.2 PALLETIZING (JULY 2014) CLAUSE # D-010

SECTION E - INSPECTION AND ACCEPTANCE

E.1 INSPECTION AND ACCEPTANCE – GENERAL (ALTERNATE I) (MAY 2014) CLAUSE # E-013

SECTION F - DELIVERIES OR PERFORMANCE

F.1 OPTION TO EXTEND SERVICE OR SUPPLY CONTRACT (JULY 2014) CLAUSE # F-016

F.2 CONTRACT TERM (JAN 1996) CLAUSE # F-017 (VAR)

F.3 PLACE OF PERFORMANCE (JAN 1996) CLAUSE # F-019

F.4 TASK ORDER DELIVERY SCHEDULE (JAN.1996) CLAUSE # F-023

F.5 F.O.B. DESTINATION (APR 2000) CLAUSE # F-024

F.6 REQUIRED SUBMITTALS (ALTERNATE I - SERVICE) (FEB 2013) CLAUSE # F-026

F.7 PROGRESS SCHEDULE (JUNE 2014) CLAUSE # F-028

F.8 WORKING HOURS AND HOLIDAYS (JUN 2021) CLAUSE # F-029

F.9 PHOTOGRAPHY AND WEB REQUIREMENTS/DELIVERABLES (SEP 2017) CLAUSE # F-090

SECTION G - CONTRACT ADMINISTRATION DATA

G.1 INVOICING (JUL 1999) CLAUSE # G-034

G.2 INDEFINITE DELIVERY INDEFINITE QUANTITY (IDIQ) ORDERING (NOV 2018) CLAUSE # G-036 ... 26

G.3 TASK ORDERS (JAN 1996) CLAUSE # G-037 (VAR)

G.4 PROGRESS MEETINGS AND REPORTS (JAN 1999) CLAUSE # G-038

G.5 TRAVEL (APRIL 2017) CLAUSE # G-040

G.6 REFUNDS (APRIL 2017) CLAUSE # G-042

G.7 CONTRACTOR PERFORMANCE EVALUATION (DEC 2019) CLAUSE # G-044

G.8 POST-AWARD CONFERENCE (SEP 1998) CLAUSE # G-099

G.9 CONTRACTING OFFICERS REPRESENTATIVE (COR) (JAN 2013) CLAUSE # G-103

G.10 CONTRACTOR CONTACT (MAR 1998) CLAUSE # G-107 (FILL-IN)

G.11 PAYMENT (JULY 2018) CLAUSE # G-108

G.12 CORRESPONDENCE PROCEDURES (DEC 2014) CLAUSE # G-109

G.13 CONTRACT CLOSEOUT (APRIL 2017) CLAUSE #G-110

G.14 PROVIDING ACCELERATED PAYMENT TO SMALL BUSINESS SUBCONTRACTORS (AUGUST 2015)

CLAUSE # G-111

G.15 SUBCONTRACTOR GOODS AND SERVICES (JAN 2000) CLAUSE # G-114

SECTION H - SECURITY REQUIREMENTS

H.1 SECURITY PROCEDURES FOR CONTRACTOR EMPLOYEES (FEB 2018) CLAUSE # H-044

H.2 SECURITY INGRESS/EGRESS (FEB 2018) CLAUSE # H-045

H.3 PASSES AND BADGES (FEB 2018) CLAUSE # H-046

H.4 NON-DISCLOSURE AGREEMENT (FEB 2018) CLAUSE # H-047

H.5 SECURITY OVER UNITED STATES MINT ASSETS (FEB 2018) CLAUSE # H-048

H.6 SENSITIVE AND CONTROL (FEB 2018) CLAUSE # H-129

H.7 SENSITIVE INFORMATION (FEB 2018) CLAUSE # H-130

H.8 SENSITIVE DATA PROCESSED ELECTRONICALLY (FEB 2018) CLAUSE # H-131

H.9 DISPOSITION OF INFORMATION (FEB 2018) CLAUSE # H-132

H.10 SECURITY AWARENESS AND EDUCATION (FEB 2018) CLAUSE # H-133

H.11 CONFIDENTIALITY (FEB 2018) CLAUSE # H-134

SECTION I - CONTRACT CLAUSES AND GENERAL PROVISIONS

I.1 NOTICE REGARDING INAPPLICABILITY OF LAWS GOVERNING PROCUREMENT OR PUBLIC

CONTRACTS (MAR 2003) CLAUSE # GP-1

I.2 CHANGES (OCT 1998) CLAUSE # GP-2

I.3 DISPUTES (OCT 2011) CLAUSE # GP-3

I.4 ENTIRE AGREEMENT (APR 1996) CLAUSE # GP-4

I.5 GOVERNING LAW (NOV 1996) CLAUSE # GP-5

I.6 INDEMNITY (SEP 1997) CLAUSE # GP-6

I.7 MINT APPROVAL (NOV 1996) CLAUSE # GP-7

I.8 PERMITS & COMPLIANCE (APR 2017) CLAUSE # GP-8

I.9 PUBLICITY (MAR 1996) CLAUSE # GP-9

I.10 REMEDIES NOT EXCLUSIVE (FEB 1997) CLAUSE # GP-10

I.11 RIGHTS IN DATA (JUL 1999) CLAUSE # GP-11

I.12 SEVERABILITY (NOV 1996) CLAUSE # GP-12

I.13 STANDARD OF PERFORMANCE (NOV 1996) CLAUSE # GP-13

I.14 SURVIVAL (NOV 1996) CLAUSE # GP-14

I.15 TERMINATION (APRIL 2017) CLAUSE # GP-15

I.16 TIME IS OF THE ESSENCE (NOV 1996) CLAUSE # GP-16

I.17 TRADEMARK USE (AUG 2010) CLAUSE # GP-17

I.18 WAIVER (NOV 1996) CLAUSE # GP-18

I.19 WARRANTIES AND REPRESENTATIONS (APR 2017) CLAUSE # GP-19

I.20 AUDITS AND RECORDS (MAR 2015) CLAUSE # GP-20

I.21 CONTRACTOR EMERGENCY PREPAREDNESS RESPONSE (MAY 2020) CLAUSE # GP-21

I.22 GP-22 ENSURING ADEQUATE COVID-19 SAFETY PROTOCOLS FOR FEDERAL CONTRACTORS

(OCT 2021) GP-22

I.23 EQUAL EMPLOYMENT OPPORTUNITY (JAN 2017) CLAUSE # I-042

I.24 CONTRACTOR EMPLOYEE WHISTLEBLOWER PROTECTIONS AND RIGHTS (REQUIREMENT TO

INFORM EMPLOYEES) (JUL 2019) CLAUSE # I-043

I.25 SERVICE CONTRACT REPORTING REQUIREMENTS (NOV 2018) CLAUSE # I-044

I.26 RIGHT OF FIRST REFUSAL OF EMPLOYMENT (AUG 2017) CLAUSE # I-045

I.27 PRIVACY TRAINING (JULY 2018) CLAUSE # I-046

I.28 PROHIBITION ON CONTRACTING FOR HARDWARE, SOFTWARE, AND SERVICES DEVELOPED OR

PROVIDED BY KASPERSKY LAB AND OTHER COVERED ENTITIES (AUG 2018) CLAUSE# I-047

I.29 PROHIBITION ON CONTRACTING FOR CERTAIN TELECOMMUNICATIONS AND VIDEO

SURVEILLANCE SERVICES OR EQUIPMENT (AUG 2020) CLAUSE I-048

I.30 NOTIFICATION OF OWNERSHIP CHANGES (NOV 2018) CLAUSE # I-049

I.31 MINT-FURNISHED PROPERTY (NOV 2006) CLAUSE # I-050

I.32 INSURANCE – (MAR 1996) CLAUSE # I-051 VAR

I.33 PROPERTY AND INVENTORY CONTROL

I.34 PERFORMANCE BONDS (JAN 1996) CLAUSE #I-052

I.35 KEY PERSONNEL (SEP 1998) CLAUSE # I-057

I.36 CONTRACTOR PERFORMANCE (MAR 1996) CLAUSE # I-058

I.37 PROTECTION OF EXISTING VEGETATION, STRUCTURES, EQUIPMENT, UTILITIES, AND

IMPROVEMENTS (JAN1996) CLAUSE # I-059

I.38 AVAILABILITY AND USE OF UTILITY SERVICES (JAN 1996) CLAUSE # I-061

I.39 SITE INVESTIGATION AND CONDITIONS AFFECTING THE WORK (JAN 1996) CLAUSE # I-063

I.40 SCHEDULING AND EXECUTION OF WORK (MAR 1996) CLAUSE # I-065

I.41 PROPRIETARY RIGHTS (DEC 1997) CLAUSE # I-082

I.42 PROPRIETARY INFORMATION (DEC 1997) CLAUSE # I-083

I.43 MAINTENANCE AND NEW VERSIONS (DEC 1997) CLAUSE # I-084

I.44 SOFTWARE WARRANTIES AND REPRESENTATIONS (MAR 2004) CLAUSE # I-085

I.45 SMOKING AND OTHER MINT-SPECIFIC POLICIES (FEB 1998) CLAUSE # I-086

I.46 TERMINATION OF CONTRACTOR EMPLOYEES (AUG 1998) CLAUSE # I-091

I.47 EXCUSABLE DELAYS (APR 2000) CLAUSE # I-095

I.48 NON-COMPETITION AGREEMENTS (DEC 2000) CLAUSE # I-097

I.49 INTERRELATIONSHIPS OF CONTRACTORS (AUG 2001) CLAUSE # I-098

I.50 CONTRACTOR ACQUIRED PROPERTY (AUG 2000) CLAUSE # I-104

I.51 TAXES (SEP 2017) CLAUSE # I-119

I.52 REQUIRED REGISTRATION IN SYSTEM FOR AWARD MANAGEMENT (SAM) (APRIL 2022) CLAUSE # I-122

I.53 ACCESSIBILITY OF ELECTRONIC AND INFORMATION TECHNOLOGY WARRANTY (AUGUST 2002)

CLAUSE # I-124

I.54 INITIATION OF UNITED STATES MINT'S DISASTER RECOVERY PLAN (FEB 2013) CLAUSE # I-135 . 66

I.55 AGREEMENT REGARDING POTENTIAL CONFLICTS OF INTEREST (NOV 2004) CLAUSE # I-136

I.56 $1 COIN ACCEPTANCE AND DISPENSATION (FEB 2007) CLAUSE #I-137

I.57 STRENGTHENING PROTECTIONS AGAINST TRAFFICKING IN PERSONS IN FEDERAL CONTRACTS

(OCT 2012) CLAUSE # I-139

I.58 MINIMUM WAGE FOR CONTRACTORS, EXECUTIVE ORDER 14026 (FEB 2022) CLAUSE # I-140

I.59 INSIDER THREAT AWARENESS TRAINING (OCT 2016) CLAUSE # I-141

SECTION J - LIST OF ATTACHMENTS

SECTION K - REPRESENTATIONS, CERTIFICATIONS AND ACKNOWLEDGEMENTS

K.1 REPRESENTATIONS, CERTIFICATIONS, AND ACKNOWLEDGMENTS (APRIL 2022 V4) CLAUSE # K-

068 (FILL-IN)

SECTION L - INSTRUCTIONS, CONDITIONS AND NOTICES TO OFFERORS

L.1 COMMITMENT

L.2 AMENDMENTS TO SOLICITATIONS (JAN 1996) CLAUSE # L-069 VAR

L.3 PROPOSAL DUE DATE (FEB 2000) CLAUSE # L-070 VAR

L.4 PREPARATION OF PROPOSAL (JAN 1996) CLAUSE # L-071

L.5 RESTRICTION ON DISCLOSURE AND USE OF DATA (JAN 1996) CLAUSE # L-072

L.6 EXPLANATION TO PROSPECTIVE OFFERORS (JAN 1996) CLAUSE # L-075

L.7 CONTRACT AWARD (JAN 1996) CLAUSE # L-076

L.8 PREAWARD SURVEY (JAN 1996) CLAUSE #L-077

L.9 TYPE OF CONTRACT (JAN 1996) CLAUSE # L-078

SECTION M - EVALUATION FACTORS FOR AWARD

M.1 BASIS FOR AWARD (APR. 2000) CLAUSE # M-079 VAR

M.2 EVALUATION FACTORS AND CRITERIA

M.2.1 Physical Security VOLUME:

M.2.2 System Security VOLUME:

M.2.3 PCI Level I certificate:

M.3 PRICE ANALYSIS

M.4 PAST PERFORMANCE EVALUATION

M.5 COMPETITIVE RANGE AND BEST AND FINAL OFFERS (BAFO)

SECTION B – PRICES

B.1 PRICE PROTECTION (APR 2014) CLAUSE # B-001

Contractor warrants and guarantees that the prices contained in this contract are the lowest available prices for the types of personnel, goods and/or services specified. If during the six-month period before the issuance of this contract or purchase/delivery order and for the duration of this contract, the Contractor sells or offers to sell comparable quantities of goods and/or services substantially similar to those purchased under this contract at lower prices or under more favorable terms than those stated in this contract, then the prices and/or terms of this contract shall be automatically revised, as of the date on which the Contractor sold or offered to sell such comparable quantities of goods and/or services, to equal the lower prices and/or more favorable terms. If the United States Mint becomes entitled to lower prices and/or more favorable terms for any goods and/or services under this clause, the Contractor shall promptly notify the United States Mint and refund the difference. If the Contractor does not promptly refund the difference, the United States Mint shall have the right to deduct or withhold payment under this contract or any other current or future contract with the Contractor for the amount of difference. The United States Mint shall have the right to examine and audit the Contractor's records to verify that the Contractor is complying with this provision.

B.2 CONTRACT, MODIFICATION AND/OR TASK ORDER PRICING (FEB 2014)

CLAUSE # B-003 VAR

All proposed fully burdened labor rates for pricing of contract modifications and/or Task Orders to this contract are included in Table II. These rates are for direct labor exempt and direct labor non-exempt employees. Direct-labor positions are those positions in the contractor’s organization that routinely account for their time worked on customer projects on a weekly/monthly basis. Table II will be populated based on the information Contractor submits in Attachment 6 - Pricing Template.

Table II – Direct Labor, Exempt and non-Exempt

Labor Category Definition Sell Rate per hour

Table III will be populated based on the information Contractor submits in Attachment 6 - Pricing Template.

Table III (Other Direct Costs)

Markup Factor

Hardware Software Sub-Contracted Services

Travel No Mark-up

B.3 TASK ORDERS (MAR 2015) CLAUSE # B-004 VAR

This contract permits the issuance of written Firm Fixed Price

Firm Fixed Price

Prior to the issuance of a task/delivery order, the Contracting Officer will issue a written task/delivery order proposal request. However, at times because of urgent requirement needs, requests may be issued verbally. The Contractor shall respond by submitting to the Contracting Officer a written proposal within 10 calendar days of the date of the United States Mint's request.

The proposal shall include a technical narrative and a price proposal. The price proposal shall be based upon the contracted rate structure as established in Section B.6

The Contractor shall be obligated to perform the services under each Firm Fixed Price task/delivery order for the lesser of the Contractor’s price proposal or the total fixed price for such work as shown in Attachment 6- Pricing.

Authorization to Proceed

To accommodate urgent program requirements, the Contracting Officer may give the Contractor written Notice to Proceed in advance of issuing a task order. In such instances, the Contractor shall submit a proposal before the earlier of 10 calendar days of its receipt of the Notice to Proceed, or the deadline specified by the Contracting Officer in the Notice to Proceed

B.4 FUNDING FOR TASK/DELIVERY ORDER CONTRACT (FEB 2014) CLAUSE # B-

No funds are obligated by issuance of this contract. Funds will be obligated under individual task/delivery orders.

B.5 MAXIMUM VALUE OF CONTRACTS (FEB 2014) CLAUSE #B-007 VAR

The estimated maximum anticipated contract value will be based on the contractor’s proposal and will be determined at the time of award.

B.6 PRICING (FEB 2014) CLAUSE # B-136 (VAR)

Each order issued under this contract will be issued on a Firm Fixed Price shown for each CLIN listed below. The United States Mint is not obligated to any minimum or maximum ordering amounts. The pricing below shall include all expenses to manufacture and deliver the goods and services listed below. No other charges, fees, or expenses are permitted under this contract. The Contractor shall supply a hourly price for on-site preventative maintenance and repair in accordance with the Statement of Work. In addition, repair and replacement parts may be ordered under this contract.

The Firm Fixed Prices shall be listed in Attachment 6 PRICING.

END OF SECTION B

SECTION C – STATEMENT OF OBJECTIVES

C.1 OVERVIEW

The United States Mint (USM) was created by Congress in 1792. The USM is the Nation's sole manufacturer of legal tender coinage and is responsible for producing circulating coinage for the Nation to conduct its trade and commerce. The USM also produces numismatic (collectible) products including proof, uncirculated and commemorative coins; Congressional Gold Medals;

and silver, gold and platinum collector and bullion (investment) coins. The USM’s numismatic programs are self-sustaining and operate at no cost to the taxpayer. The USM numismatic program currently operates three sales channels: online, phone, and over-the-counter sales.

Additionally, it conducts business-to-business transactions for its investment coins and bulk purchase program.

USM's numismatic mission is currently supported by an eCommerce end-to end solution comprised of systems, applications, business processes and third party resellers. This solution was implemented in 2014 and includes an Order Management System (OMS), Warehouse Management System (WMS), eCommerce website (catalog.usmint.gov), Customer Contact Center, Order Fulfillment, Digital Marketing/Advertising and Security Procedures.

The USM plans to continue using a turnkey solution that, with minimal configurations, can capitalize on best practices of the current retail eCommerce industry.

Some general facts about USM’s numismatic business:

• 22.6 million units sold over the last five years

• $2 billion in sales revenue over the last five years

• 300,000 – 500,000 telephone calls per year

• 1.1 to 1.5 million orders per year over the past 5 years

• 1 million active customers over last two years

• 11 million customers in database

• Approximately 600 active product SKUs

USM’s sales are received through the following channels:

Sales Channel Revenue* % of Total Revenue

Authorized Bulk Purchase Program 48,486,551.00 4.374% Amazon 1,045.00 0.0001% Bulk Order 132,526,544.00 11.956% Phone Order 11,374,426.00 1.026% Enrollments 116,511,075.00 10.511% Web Order 799,574,526.00 72.132% POS Retail 13,590.00 0.001%

Grand Total 1,108,487,757.00 *Based on FY21 transaction dates (not when revenue is recognized). While COVID impacted the phone sales channel in FY21, they typically represent ~10% of total sales.

C.2 SCOPE

The United States Mint's Sales and Marketing mission is currently supported by an end-to-end eCommerce solution. The solution is comprised of systems, applications, and business processes interfaced in order to effectively support the United States Mint sales function for numismatists and the general public. The solution encompasses an Order Management System (OMS), an eCommerce website, Call Center and Fulfillment Operations. The current solution was implemented in 2014. While the solution met our requirements at the time of initial implementation in 2014, our business has evolved and requirements are ever-changing.

This Statement of Objectives (SOO) scope covers the entire USM numismatic program. The numismatic program includes the business processes of direct-to-consumer/business sales operations over all sales channels. The current business processes include contact center and fulfillment operations, an integrated order management system and warehouse fulfillment application, the eCommerce platform and host site. The scope also includes acceptance orders through a point-of-sales (POS) system that will capture and manage sales from USM retail outlets (POS is currently stand-alone). Additionally, the scope includes the need for business analytics and a customer relationship management solution, as well as business-to-business solutions (online ordering for bulk).

The successful Contractor shall provide an end-to-end solution that includes all operational components fully integrated as necessary for the USM to administer the numismatic retail program. End-to-end scope is defined as a turnkey retail service solution that includes:

• Hardware

• Software

• Hosting

• Operations and maintenance

• Staffing for contact center and fulfillment warehouse operations

• All contact center functions and equipment

• Physical fulfillment warehouse and manage the fulfillment function

• Receiving and shipping

• Business and system performance analytics

• Sales fraud detection

• Physical product security

• System cyber security

• Integration with USM internal and external systems

The SOO overview and scope above describe basic business functions and supporting IT systems needed to conduct the USM retail business. The USM is looking for a commercial business provider with extensive retail business expertise to run the USM numismatic systems and processes by providing a comprehensive turnkey solution. The full service provider’s solution must handle the USM business post manufacture of USM numismatic products.

C.3 PROGRAM OBJECTIVES

The Contractor’s proposed solution to the USM shall, at a minimum, meet the following program objectives:

• Provide as a service, an end-to-end retail solution that utilizes the Contractor’s currently existing operational infrastructure and includes all operational components necessary for the USM to conduct the numismatic sales business.

o Provide a secure, scalable, flexible, reliable turnkey retail service solution that meets all the functional and business needs identified in Appendix A of the SOO.

o Integrate the end-to-end retail solution with USM’s internal and external systems identified in Section 6 of the SOO to maximize interoperability and compatibility for exchanging data.

C.4 BUSINESS OBJECTIVES

The Contractor’s proposed solution to the USM shall, at a minimum, meet the following business objectives:

• Provide the USM numismatic customer a state-of-the-art experience across USM’s existing communication and ordering channels – POS, phone, chat, email, mobile, and web – from the time an order is placed until received by the customer.

• Evolve business model and supporting business systems and processes to meet industry standards.

• Stay current with all hardware and software to meet industry standards and best practices.

• Keep pace with emerging technologies and capabilities throughout the life of the contract.

• Provide to the numismatic customer a fast, stable, and secure customer experience.

• Maintain system integrity and customer experience on website and at call center during peak demand.

• Ensure that the turnkey retail solution delivers meaningful business analytic information USM to help it responsibly manage and grow the numismatic business.

• Improve capabilities to the USM to include order processing and fulfillment cycle times.

• Reduce USM cost of operations.

• Deliver a business solution using performance-based contracting techniques across all performance areas with incentives designed to reward superior performance (e.g.

customer satisfaction, timely submission of deliverables) and disincentives to penalize poor performance based on commercial quality standards. The Contractor shall propose metrics to measure and manage performance.

C.5 CONDITIONS

The Contractor’s proposed solution to the USM must adhere to the following conditions:

• Go-Live shall be no later than October 1, 2023.

• USM shall be the merchant of record.

• The Contractor shall deliver a Contractor owned, Contractor operated system. The Government will not own any hardware, software, facilities, or other physical infrastructure, and the Government will not sign any third party agreements.

• The Contractor’s IT systems that are used for the USM solution shall meet federal IT security requirements prior to the Government’s acceptance of any turnkey solution.

• The Contractor shall comply with USM’s physical security requirements.

• The Contractor shall commit to a zero loss standard for all designated gold, silver, platinum, palladium and paper currency.

• The Contractor shall keep all collected data for a minimum of six (6) years, three (3) months from the collection time.

• The Contractor shall manage and control the turnkey retail solution.

• The Contractor shall act as the prime integrator for the turnkey retail solution.

• The Contractor shall be responsible for connectivity and network connection between its environment and the USM’s internal and external systems[1].

• All operations, data, systems, and disaster recovery site(s) shall be located within the United States.

• All contractor personnel with access to USM products or data must pass a public trust background check.

• Systems must be compliant with all applicable federal laws and regulations, including Section 508 compliance.

C.6 MINIMUM PERFORMANCE WORK STATEMENT (PWS) TASKS

The Contractor shall propose a PWS in response to this SOO. At a minimum, the Contractor PWS shall address the below task requirements. It is the discretion of the Contractor to propose additional tasks or combine tasks if needed. The Contractor will be required to support the USM in Milestone Decision Reviews and will not progress to the next task phase without authorization and approval from the USM.

6.1 PROGRAM MANAGEMENT

This task shall identify the work required to manage and perform all the activities in this scope of work up to the point of completing the transition-out. The Contractor shall provide and manage

[1] Internal and external systems include pay.gov, Citigroup, Oracle ERP, Data Warehouse, Amazon, and Counterpoint.

resources to execute tasks and produce deliverables as defined in the PWS. The Contractor shall be responsible for providing, managing, and overseeing its personnel as well as any subcontractor efforts used in performance of this scope of work. The Contractor shall provide a transition out deliverable to include the transition of entire USM data in industry standard formats such as comma separated value format.1

6.2 LOGICAL DESIGN PHASE (ANALYSIS AND DESIGN)

This task, as a minimum, shall include a requirements gap analysis, development of design documents (as needed), project management planning (to include project scheduling, quality management, risk management), test planning, and transition-in planning (for contact center, warehouse, data, and inventory). This task shall also include the development of interface control documents with USM’s internal/external systems. At the conclusion of this task, the contractor will be provided authorization to progress to Task 6.3. The exit criteria for this phase are identified in Appendix B.

6.3 PHYSICAL DESIGN PHASE (CONFIGURATION AND IMPLEMENTATION)

This task, as a minimum, shall include any necessary updates to the plans identified in the logical design phase, configuration and coding (if necessary), preparation of production environment(s), the execution of testing activities, integration, transition-in (to include data, inventory, contact center and warehouse), Contractor training, USM staff training, and deployment. The contractor shall deliver the functional and business operations needs identified in Appendix A. At a minimum, the Contractor is responsible for the integration of its system to the following seven individual internal/external systems utilized by USM2 (identified in Appendix D):

• Payment Processing – pay.gov3 (External System) Pay.gov is a credit card payment processing system provided by Department of Treasury at no cost to USM for processing credit card payments, and digital wallet. There is a real time interface between OMS, web front-end, and Pay.gov for credit card authorizations, credit card payments, and refunds.

• USM Data Warehouse (Internal System) Collects information provided by the vendor from the OMS and WMS and provides reporting capabilities on retail business performance, sales metrics, and marketing campaign management.

• Oracle Federal Financials (Oracle EBS v11.5.10 or R12) (External System) The OMS interface to Oracle GL – Oracle Federal Financials module - brings in summarized financial information on order entry, billing, revenue, inventory, expenses, payables and accounts receivable processes for orders in the retail business.

• Oracle Manufacturing WMS (Oracle EBS v11.5.10 or R12) 4 (External System)

1 USM data includes customers, orders, financial, inventory, marketing metrics, etc.

2 It is intended that integrations will utilize standard Applications Programming Interfaces (APIs) 3 Reference Manual for pay.gov integration can be requested from the Contracting Officer 4 Oracle Manufacturing WMS ships manufactured products to the fulfillment center

Oracle Manufacturing WMS is used to manage movement and storage of raw materials, work in progress inventory, and finished goods.

• Oracle Inventory (Oracle EBS v11.5.10 or R12)5 (External System) Oracle inventory is currently used to manage the inventory of items, and to define the items in the item master. The OMS interface to Oracle Inventory brings in detailed purchase order data to support the inventory control of stock requests of orders in the retail business.

As a part of the transition, the Contractor will be required to conduct data migration activities to include data cleansing.6 For all customers active in the last three years, the Contractor shall convert all of the customer data along with its entire history.

The primary objective of this task is to obtain a system that has reached Go-Live as defined in Appendix C without causing any disruption to operations or customer service. Upon achievement of Go-Live, the Contractor will be provided authorization to progress to Task 6.4.

The exit criteria for this phase are identified in Appendix B.

6.4 OPERATIONS AND MAINTENANCE PHASE

This task, at a minimum, shall address all requirements to operate and maintain the USM numismatic retail program. The Contractor shall achieve Full Operational Capability (FOC) under this task. The definition of FOC is identified in Appendix C. Appendix A-1 outlines the USM’s minimum functional and business operation’s needs.

The USM’s objective is to provide contact center and fulfillment services that meet high levels of customer satisfaction, peak capacity, federal security requirements, and improved sales performance. The Contractor shall provide capabilities and service levels to sustain high satisfaction levels.

The Contractor shall provide contact center operations to include inbound order calls, inbound information calls, inbound and outbound service calls, correspondence via traditional mail, email, chat, and technical support. The contractor shall provide a Customer Relationship Management (CRM) solution to effectively track and manage inbound and outbound customer contacts and orders across all channels. The Contractor shall provide operational activities including training, quality monitoring, workforce management, and forecasting.

The Contractor shall provide fulfillment center operations for areas such as outbound consumer and business-to-business shipments, returns with and without a returned merchandise authorization (RMA), inventory receipt and shipments, inventory accuracy (cycle counting and audits), packing slip design, quality inspections (gross), carrier/freight management services (including freight forwarders, ground service, overnight, second day air, armored carrier), insurance coverage on 100% of shipments, carton and dunnage solutions, order accuracy

5 Fulfillment center warehouse management system is the system-of-records for inventory 6 Data migration requirements: Product Data, Customer Data, Item Master, Orders, Open Sales Orders, and Open Purchase Orders from legacy systems.

solutions (such as weight verification), disassembly/destruction of obsolete inventory (detrash), and warehouse automation.

The Contractor shall provide eCommerce operational support for the web front-end to include services such as web catalog design, hosting and management, comprehensive shopping cart functionality, search engine optimization, analytics, cross sell and upsell, content management support, and consulting and training services to help maximize system benefits for USM.

C.7 DELIVERABLES

The Contractor shall propose deliverables in accordance with their proposed PWS. The Government will have final approval of all deliverables. The Contractor’s deliverables shall address all of the content requirements identified in Appendix B of the document.

C.8 CONTRACTOR GUIDELINES

This acquisition effort will result in the award of a contract to acquire services from an independent, responsive, responsible, experienced Contractor. The Contractor shall comply with all applicable local, state, and Federal laws, including the Privacy Act, 5 U.S.C. §552a, and all agency privacy and security requirements. Contractor shall clearly and effectively communicate in a timely fashion with parties, including all strategic and programmatic partners.

C.9 SECURITY REQUIREMENTS

The Contractor shall adhere to the following security requirements to be assessed by the Government, or third-party on behalf of the Government.

Security and Compliance

Point of Contact The Contractor shall designate an individual to serve as a primary point of contact for all Information Security operational and compliance issues and shall serve as a contractor liaison for security. This person shall have sufficient demonstrated knowledge and/or experience in Information Security to effectively communicate and document security requirements and issues between the Contractor and the USM.

Compliance The Contractor shall adhere to laws and regulations that impose security, confidentiality and accessibility requirements, including but not limited to those involving privacy and security controls, electronic discovery and the management, disposition and location data.

System Security Authorization

• Provide documentation to comply with Federal Information Security Management Act of 2002 and applicable National Institute of Standards and Technology standards.

Additionally, support development of a security authorization package based on Moderate Impact security standards defined in NIST SP 800-53, Revision 4.

• Provide necessary resources to assist USM or third party audits of Security Authorization both onsite and through documentation as applicable.

• Address and resolve gaps in Security Authorization identified by the USM and/or a third party auditor as applicable.

• Comply with the standards for OMB Memo 06-16: Protection of Sensitive Agency Information Records (June 2006).

Physical Security Compliance

• Provide documentation for a Physical Security Plan that includes but is not limited to how requirements are pushed and managed at data centers, how site surveys are conducted, and how physical compliance is ensured.

• Provide necessary resources to assist USM or third party audits of Physical Security Plan both onsite and through documentation as applicable.

• Address and resolve gaps in Physical Security Plan identified by the USM and/or a third party auditor as applicable.

Maintain PCI DSS Level 1 Compliance

• Provide a complete PCI DSS Level 1 Service Provider Report of Compliance (ROC) and Attestation of Compliance (AOC) for review annually.

• Support USM annual PCI DSS Level 1 on-site audit requirements.

• Support continuous monitoring of all PCI DSS Level 1 requirements by USM personnel and its designees.

FEDRAMP Compliance

• Any system or application that meets NIST SP 800-145 for Cloud computing must be

FEDRAMP Authorized.

• NIST Defines Cloud Computing at the following “Cloud computing is a model for enabling ubiquitous, convenient, on-demand network access to a shared pool of configurable computing resources (e.g., networks, servers, storage, applications, and services) that can be rapidly provisioned and released with minimal management effort or service provider interaction. This cloud model is composed of five essential characteristics, three service models, and four deployment models.”

*Note*

The ESM solution could be a mix of solutions that are datacenter native applications and applications that meet NIST definition as Cloud Computing. This does not mean that the entire ESM solution has to be FEDRAMP authorized but any solution or application that does meet NIST definition will have to be FEDRAMP authorized. If the solution is natively deployed in an environment that meets NIST Definition for cloud computing, the underlining infrastructure has be in a FEDRAMP authorized environment but the ESM solution itself does not have to go through FEDRAMP authorization.

Audit Support

• Undergo a SSAE 16 (Level 2) audit assessment on an annual basis by an accredited third party on all systems involving transactions processed by the retail systems.

• Physical and Technical access to systems, facilities and resources to authorized USM personnel, or designated third parties, at any time to conduct security audits, reviews, and data calls.

• Support, comply, and consult on all internal and external security audits, reviews, and data calls including but not limited to: Financial Audits, PCI DSS Level 1 Audits, FISMA Reviews, A-123 Reviews; OMB, Homeland Security, Departmental Inquiries and other continuous monitoring activities. Provide access to all requested data, systems, resources, and facilities.

• Provide recommendations and remediation plans based on the results of audits/reviews.

C.10 APPENDICES

1. Appendix A-1: Functional and Business Requirements

2. Appendix A-2: Functional and Business Requirements Workbook

3. Appendix B: Deliverables and Content Requirements

4. Appendix C: Go-Live and Full Operational Capability (FOC) Definitions

5. Appendix D: USM Internal and External Systems Interface Descriptions

C.11 SECTION 508 COMPLIANCE – NEW IDIQ CONTRACTS (MAR 2009) CLAUSE#

C-125

All electronic and information technology (EIT) products (supplies and services) provided or delivered under this contract shall fully conform to Section 508 of the Rehabilitation Act of 1973, as amended, and the Architectural and Transportation Barriers Compliance Board's Electronic and Information Technology Accessibility Standards at 36 CFR Part 1194 et seq.

Any electronic means by which the Contractor shall provide information or data about its offered products must conform to Section 508 requirements.

For every EIT product accepted under this contract by the United States Mint that does not fully comply with 36 CFR Part 1194 et seq. (pursuant to an exception or exclusion as determined by the United States Mint in its discretion), the Contractor shall on 30 days notice, at the discretion of the United States Mint, make every effort to replace or upgrade it with a compliant equivalent product or service, if commercially available and cost neutral.

C.12 SECTION 508 - INFORMATION, DOCUMENTATION AND SUPPORT (JULY

2013) CLAUSE # C-127

In accordance with 36 CFR 1194, Subpart D, the electronic information technology (EIT) products and product support services furnished in performance of this contract shall be documented to indicate the current conformance level with Section 508 of the Rehabilitation Act of 1973, per the 1998 Amendments, and the Architectural and Transportation Barriers Compliance Board's Electronic and Information Technology Accessibility Standards. At no time during the performance of the award shall the level of conformance go below the level of conformance in place at the time of award. At no additional cost, the contractor shall provide information, documentation, and support relative to the supplies and services as described in Section B and F. The contractor shall maintain this detailed listing of compliant products for the full contract term, including forms of extensions, and shall ensure that it is current within five calendar days after award and within three calendar days of changes in products being utilized as follows:

(a) Product support documentation provided to end-users shall be made available in alternate formats upon request, at no additional charge.

(b) End-users shall have access to a description of the accessibility and compatibility features of products in alternate formats or alternate methods upon request, at no additional charge.

(c) Support services for products shall accommodate the communication needs of end-users with disabilities.

The following Functional Performance Criteria apply to this Contract:

END OF SECTION C

SECTION D - PACKAGING AND MARKING

D.1 PACKAGING (JULY 2014) CLAUSE # D-008

(a) The contractor is responsible for properly packaging all shipments under ASTM D 3951 (Commercial Packaging standard) although specific additional packaging requirements may be specified herein. The contractor shall package all shipments in a manner that ensures against damage resulting from improper handling, inclement weather, water, excessive heat or cold, and to ensure acceptance by common carrier for safe transportation to the destination point of delivery. The Contractor shall also provide any additional protection required to prevent corrosion, deterioration, and physical damage during shipment and storage.

(b) The United States Mint will not be held responsible for any damage, deterioration, or losses incurred during loading, shipment, storage, and installation, except where the Contracting Officer determines that the United States Mint’s gross or willful negligence contributed to such damage, deterioration, or losses. In cases in which the Contracting Officer finds such contributory fault, the United States Mint’s liability shall be based on and limited to the proportionate degree to which such fault contributed to the damage, deterioration, or loss.

D.2 PALLETIZING (JULY 2014) CLAUSE # D-010

(a) All pallets shall be the same size (48" long x 40" wide); shall be four-way entry type; and shall be capable of holding the weight on them. Shipping containers shall be securely cross-banded to the pallets.

(b) Shipping containers shall be uniformly stacked on each pallet and oriented in the same direction. When the loading side of the pallet is viewed by the forklift operator, the marking on all shipping containers on that side of the pallet is viewed by the forklift operator. Accordingly, the marking on all shipping containers on that side of the pallet shall be visible. Shipping containers shall not be stacked so high as to be top heavy, unwieldy, or difficult to handle; the manner of stacking shall not cause any crushing (including under the banding), leaning, or pulling away from the pallet.

(c) There shall be no double stacking of pallets and maximum pallet height shall not exceed 54".

The pallets must be firmly built, secure, of good quality, and capable of handling the load. They must show no evidence of damage or missing boards and must be capable of being handled by standard material handling equipment.

(d) Throw away or pedestal pallets are not acceptable.

END OF SECTION D

SECTION E - INSPECTION AND ACCEPTANCE

E.1 INSPECTION AND ACCEPTANCE – GENERAL (ALTERNATE I) (MAY 2014)

CLAUSE # E-013

(a) Inspection and acceptance of the work required for each task order will be made by the COR in accordance with the contract and additional requirements set forth in individual task orders.

(b) If the work performed by the Contractor is unacceptable, the Contractor shall re-perform the work as requested by the Contracting Officer, at no additional cost to the United States Mint. If the Contractor fails to correct the unacceptable work, the Contracting Officer may assess the Contractor appropriate damages, and may terminate the contract.

(c) Notwithstanding interim inspection and approvals by the United States Mint, in no event shall the United States Mint assume responsibility for the final effectiveness of a Contractor

END OF SECTION E

SECTION F - DELIVERIES OR PERFORMANCE

F.1 OPTION TO EXTEND SERVICE OR SUPPLY CONTRACT (JULY 2014) CLAUSE

# F-016

The United States Mint may require continued performance of any service or supply contract within the limits and at the rates specified in this contract, outside the aggregate performance term. These rates may be adjusted only if agreed to by the United States Mint. The option provision may be exercised more than once, but the total extension of performance hereunder shall not exceed one (1) year. The Contracting Officer may exercise the option by written notice to the Contractor within thirty 30 days prior to contract expiration. Contracting Officers cannot exercise unpriced options.

F.2 CONTRACT TERM (JAN 1996) CLAUSE # F-017 (VAR)

The base period for this contract shall remain in effect from date of award through five (5) years with five (5) one (1) year option periods, which may be exercised solely at the United States Mint discretion.

a) Exercising of options will be based on the needs of the United States Mint, and subject to the availability of funds.

b) The total duration of this contract, including the exercise of any options under this clause shall not exceed ten (10) years. Unless Section F.1 is exercised.

• Base period is equal to the proposed period of performance for Logical and Physical

Design Phases and four (4) years of Operations and Maintenance, Base Year five (5) years period: TBD

• Option 1 is Operations and Maintenance Phase, 1 year period: TBD

• Option 2 is Operations and Maintenance Phase, 1 year period: TBD

• Option 3 is Operations and Maintenance Phase, 1 year period: TBD

• Option 4 is Operations and Maintenance Phase, 1 year period: TBD

• Options 5 is Operations and Maintenance Phase, 1 year Period: TBD

F.3 PLACE OF PERFORMANCE (JAN 1996) CLAUSE # F-019

Unless otherwise specified, all work shall be performed within the United States by United States citizens or legal resident aliens. None of the work may be contracted to or performed in locations outside of the United States.

F.4 TASK ORDER DELIVERY SCHEDULE (JAN.1996) CLAUSE # F-023

Each Delivery/Task Order shall include the performance schedule and describe the work to be performed at/or for the United States Mint facility designated above.

F.5 F.O.B. DESTINATION (APR 2000) CLAUSE # F-024

The Contractor shall deliver all supplies to the location designated in this contract free of any expense to the United States Mint.

F.6 REQUIRED SUBMITTALS (ALTERNATE I - SERVICE) (FEB 2013) CLAUSE # F-

The following reports are required:

(a) Progress Report (Sec. G.4) three (3) work days following progress meeting

(b) Progress Schedule (Sec. F.7) five (5) calendar days after work commences

(c) Security Forms (Sec. H.1) 14 calendar days after contract award date

F.7 PROGRESS SCHEDULE (JUNE 2014) CLAUSE # F-028

(a) The Contractor shall, within five (5) days after work commences on the contract or delivery/task order prepare and submit to the Contracting Officer for approval, a progress schedule showing the order in which the Contractor proposes to perform the work, and the dates on which the Contractor contemplates starting and completing the several salient features of the work.

(b) The schedule shall be in the form of a progress chart which indicates appropriately the percentage of work scheduled for completion by any given date during the period. If the Contractor fails to submit a schedule within the time prescribed, the Contracting Officer may withhold payments until the Contractor submits the required schedule.

F.8 WORKING HOURS AND HOLIDAYS (JUN 2021) CLAUSE # F-029

(a) The normal working hours are between 7:30 a.m. and 5:00 p.m., Monday through Friday.

Working hours outside normal hours must have the written advance approval of the COR or Site Manager.

(b) Except as approved by the COR in writing, in advance, work shall not be performed on Federal holidays: New Year’s Day, Martin Luther King’s Birthday, Presidents Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Columbus Day, Veterans Day, Thanksgiving, and Christmas Day.

F.9 PHOTOGRAPHY AND WEB REQUIREMENTS/DELIVERABLES (SEP 2017)

CLAUSE # F-090

(a) General. Copies of all artwork, photography, posters, brochures, catalogs, radio spots, text, video, page layout and design and multimedia shall be provided to the United States Mint in the acceptable File Formats listed in paragraph (b) below.

All files, objects and disks shall be clearly labeled and marked with descriptive names per the United States Mints instructions.

All deliverables shall be delivered in duplicate to: the Contracting Officers Technical Representative (COR), who is responsible for submitting a copy to EIP for the United States Mints Electronic Library.

(b) Acceptable File Formats.

1. All files submitted should be in the format native to the device or program (*.RAW, *.DNG, *.AI etc.) where it originates from.

2. Vector files should also include *.EPS files (CMYK colorspace).

3. Raster files should also include *.TIFF files (16bit, RGB colorspace).

4. Where applicable, provide formats not covered above with newer, industry standard (W3c) file formats.

(c) Deliverables.

1. Images of Coins or Medals:

Contractor must provide, when requested, all images in the best resolution appropriate for the usage (EPS preferred), to include:

One each full, straight-on image of the coins obverse and reverse on a white background.

An individual (not as set with other packaging options), full, straight-on image of each packaging option (e.g., a 2-coin set image, a 4-coin set image, a coin and stamp set, etc.)

Any additional photographs of the coins in composite/artistic arrangements of coins and settings must also be provided in electronic format.

Note: Duplicate photographs should not be taken for obverse or reverse images which are identical except for size.

2. Copy:

Text copy (together with additional images) tailored to web or multimedia use which may be developed by the Contractor to support the campaign shall be provided in electronic format to EIP through the COR.

3. Other marketing materials:

The final, approved, original text used in other collateral materials (brochures, posters, press kits, order cards, etc.) shall be provided in electronic format to EIP through the COR.

4. Other supporting materials:

Other supporting materials commissioned under this contract may be requested in electronic format, to include original artwork, non-coin images, etc. If requested, electronic deliverables other than those specified above will be negotiated by separate modification to this contract.

(d) Copyright and Licensing.

In accordance with the Rights in Data general provision of this contract, all work product created, generated or commissioned under this contract shall become the property of the United States Mint, without restriction to its subsequent use or reproduction in any form. The Contractor certifies and warrants that any work product created or produced under this contract will be an original work and not a reproduction of any copyrighted or trademarked work, except for those elements that consist of pre-existing works which shall be licensed by the contractor for use in the deliverable and on the United States Mints web site unless determined otherwise by the COR.

Contractor shall be responsible for any applicable licensing fees prior to submission of any deliverable or stock images, in any form, to the United States Mint, consulting as necessary with the COR to determine the applicability, scope and length of the license. All licensing restrictions shall be clearly marked on all deliverables and each deliverable shall include a copy of the licensing agreement for any licensed works, as well as names, addresses and telephone numbers of each items source (author/originator/ creator).

(e) Due Date.

Electronic deliverables will be provided to the United States Mint as soon as completed, but no later than the due date for print versions.

END OF SECTION F

SECTION G - CONTRACT ADMINISTRATION DATA

G.1 INVOICING (JUL 1999) CLAUSE # G-034

The Contractor shall invoice MONTHLY for work performed under this contract or delivery/task order.