USPTO_ECC PWS.pdf

PERFORMANCE WORK STATEMENT

Enterprise Contact Center (ECC) Cloud Migration

1. Background

1.1 The United States Patent and Trademark Office (USPTO) is a federal agency comprised of approximately 14,000 employees. The mission of the USPTO is to administer the laws and regulations related to patents and trademarks in order to promote industrial and technical progress in the United States and strengthen the national economy. The USPTO carries out its mission by examining patent and trademark applications; issuing patents and registering trademarks;

disseminating patent and trademark information to the public and by encouraging a domestic and international climate in which intellectual property can flourish.

1.2 USPTO is the federal agency for granting U.S. patents and registering trademarks. In doing this, the

USPTO fulfills the mandate of Article I, Section 8, Clause 8, of the Constitution that the legislative branch "promote the Progress of Science and useful Arts, by securing for limited Times to Authors and Inventors the exclusive Right to their respective Writings and Discoveries." The USPTO registers trademarks based on the commerce clause of the Constitution (Article I, Section 8, Clause 3). Under this system of protection, American industry has flourished. New products have been invented, new uses for old ones discovered, and employment opportunities created for millions of Americans. The strength and vitality of the U.S. economy depends directly on effective mechanisms that protect new ideas and investments in innovation and creativity. The continued demand for patents and trademarks underscores the ingenuity of American inventors and entrepreneurs. The USPTO is at the cutting edge of the nation's technological progress and achievement.

1.3 In 2019, USPTO embarked on a multi-initiative organizational transformation effort, starting with

New Ways of Working (NWoW), which aims to change the USPTO operating model from programs and projects supported by organizational structure to Agile Products, Product Leaders, Owners, and long-running Teams that may span organizations, but maintain dedicated focus on a Product or Service. Product Teams across the enterprise make up, or are customers of the Enterprise Business Product Line (EBPL). All of us shape and manage products used across USPTO. Product teams comprised of both federal employee and contract staff members work side-by-side to represent both business and technical perspectives and include Product Owners, Scrum Masters (Scrum) or Technical Leads (ScrumBan), and Team Members in various technical roles.

1.4 While the NWoW model targets heightened productivity and integration by federating IT resources to support each product, some standard IT services remain best provided as a shared service across all Products through the adoption of cloud services, and an adept and well-resourced EBPL. EBPL focuses on meeting its “customer” or Product Team and USPTO employee needs, as well as supporting organizational goals of Observability, Resiliency, NWOW, and Risk Prevention.

1.5 Consistent with the NWOW model, the Contractor will work as an integral part of the product team, as contractually appropriate for activities such as planning, migrating, training, integrating and securing the USPTO enterprise in adopting and sustaining a highly resilient cloud fax service.

1.6 The ECC system provides the USPTO internal and external customers with easy, convenient and speedy access to USPTO provided information and services. The ECC system includes the following functionality: Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Computer Telephony Integration (CTI), unified messaging (e-mail and voice, including voice mail and recording) and integration with the USPTO Customer Contact Management System-Cloud (UCCMS-C) and USPTO’s Service Desk Tool (ServiceNow).

1.7 The USPTO ECC system currently uses Genesys PureConnect CIC 2022 contact center technology on-premises in the USPTO’s Alexandria Headquarters (Cisco VoIP voice system) to provide customer service for 25 business centers operated by over 500 agents and supervisors.

1.8 This software must be able to address our contact centers customer issues and concerns quickly and create better experiences.

2. Objective The ECC Cloud Migration is needed to secure licensing and professional services for the migration of the USPTO’s current ECC solution hosted on-premises to a robust and resilient cloud-based Software as a Service (SaaS) subscription solution. This SaaS solution must provide inbound and outbound support, including call routing, IVR, email, messaging, screen share, self-service options, workforce optimization and analytics.

3. Scope

This engagement will acquire Genesys Cloud CX licenses; provide discovery, configuration, migration, operations, maintenance, and integration support; assist with obtaining USPTO Authority-to-Operate (ATO); analyze the current state of the existing Pure Connect system; optimize the current process to best fit a new cloud environment; and maximize efficiencies to leverage the features of Genesys Cloud CX.

4. Description of Work to be Performed / Requirements / Deliverables The Contractor shall provide the following software licenses and version update support (PureConnect- Premises):

4.1 PureConnect to Genesys Cloud Migration

The Contractor will analyze, design, provision, configure, consult on, and deploy the applicable Genesys product (“Services”).

4.1.1 Genesys Cloud Foundational Services Table:

The tables in this section include foundational services features and functionality implementations as part of the Genesys PureConnect migration to Genesys Cloud migration.

The Contractor will conduct a thorough discovery and scoping of a modernized and AI driven Interactive Voice Response (IVR).

GENESYS CLOUD FOUNDATIONAL SERVICES

Service Package/ Tasks

Included in the package

Audio Quality • The vendor will assist USPTO in confirming USPTO network is optimized and capable of providing quality call service. Vendor will provide an assessment and recommended changes if needed to improve network configuration for best call quality.

Discovery & Design • Kickoff Session

• Introduce the Contractor team, discuss engagement timeline and review

Cloud readiness

• Requirements Sessions

• 6 hours of initial documented discovery followed up with discovery sessions and updated documentation for each system configurable component at a minimum of 3 hours a session.

• Must be FedRAMP Approved or capable of getting FedRAMP

Approved.

People and Workspaces

Configuration of unlimited users with the following:

• Roles

• ACD Skills

• Queue Membership

• Phone set-up and provisioning

• DID assignment and extensions (1 per user)

• 5 Workspace creations Per business unit (19)

Transfer of Information

• Five (5) sessions of up to a four (4) hour Administrator transfer of information session with a remote resource

• Five (5) sessions of up to a four (4) hour Supervisor transfer of information session with a remote resource

• Five (5) sessions of up to a four (4) hour End User and Agents transfer of information session with a remote resource

UAT Planning & Support

Five (5) days of up to eight (8) hours with a named remote resource to support:

• Identification of User Acceptance Testing objectives

• Provide best practices guidance for UAT test plan creation (e.g., schedules, test case development, and test execution)

• Defect Remediation during test execution.

Genesys Cloud SIT Assistance (VoIP)

Genesys Cloud System Integration testing will be performed to verify successful communications to Genesys. Cloud infrastructure endpoints for seamless streaming VoIP audio.

System Integration Testing (VoIP) will ensure the following:

• Ability to place and receive call with bi-directional audio

• Troubleshoot communications issue related to successful streaming audio

• Troubleshoot/verify SIP/WebRTC audio to Genesys Cloud communications endpoints

• Perform packet analysis to troubleshoot/isolated Genesys Cloud

Communications issues

Any recommendation the contractor provides to deploy and/or remediate identified communications issues will be based on general best practices for deploying Genesys Cloud. Customer is responsible for evaluating the risk of applying these recommendations within their own environment and effecting any changes within their own network.

Go Live Planning & Support

• Five (5) days of up to eight (8) hours with a named remote resource to support: Development of a Go-Live Plan document

Go-Live Support, defect/issue management, and end-user assistance

Concierge Service This is a remote, 30-day engagement with the Regional Genesys Concierge team to focus on USPTO’s ongoing operational and technical questions related to configuring Genesys Cloud Solution. Includes access to Concierge Services for thirty (30) calendar days:

• Up to twenty (20) minutes daily, business-hours check-ins with customer contact to support the Genesys Cloud solution and assist with configuration questions.

• Provides ability to send messages that are non-critical in nature directly to Concierge lead

Assumptions:

• USPTO must have a configured, production Genesys Cloud solution

• Genesys recommends one or more of the Genesys Cloud certifications in order to successfully administer the platform and realize maximum value from Genesys Cloud

Genesys Cloud Infrastructure Advisory Service

The purpose of the Genesys cloud network consulting is to help customers understand the network configuration required to access Genesys Cloud, and VoIP resources to provide resilient and dynamic streaming audio options.

The Contractor will deliver the following items as part of a Genesys Cloud Infrastructure Advisory Service:

• Infrastructure Advisory Service: The Contractor will provide an Advisory Service with customer technical resources to present Genesys Cloud VoIP streaming options (WebRTC, SIP, BYOC, Genesys Cloud Voice).

• Firewall Configuration Requirements: The Contractor will consult with USPTO to present the requirements for successful communications through USPTO’s firewall/infrastructure to Genesys Cloud communications endpoints (AWS, local edges, internet domains, etc.)

• Genesys Cloud SIT Assistance (VoIP) Genesys Cloud System Integration testing will be performed to verify successful communications to Genesys. Cloud infrastructure endpoints for seamless streaming VoIP audio.

• System Integration Testing (VoIP) will ensure the following:

o Ability to place and receive call with bi-directional audio o Troubleshoot communications issue related to successful streaming audio o Troubleshoot/verify SIP/WebRTC audio to Genesys Cloud communications endpoints o Perform packet analysis to troubleshoot/isolated Genesys Cloud Communications issues

• USPTO’s Responsibilities Any recommendation the contractor provides to deploy and/or remediate identified communications issues will be based on general best practices for deploying Genesys Cloud. USPTO is responsible for evaluating the risk of applying these recommendations within their own environment and effecting any changes within their own network.

4.2 Genesys CRM Collaboration

Genesys CRM Collaboration Service Package Included in the package

Web Services Data Action (Caller Phone Lookup)

• Addition of (1) data action

• Definition and configuration of interfaces between Genesys Cloud and external web service

Up to twenty-five (25) combined input and output fields

• Testing the configured data action

Web Services Data Action (Trigger) OP02 Web Services Data Action - Configurable Data Action (Trigger)

A trigger is a resource within Genesys Cloud that allows customers to configure a reaction to specific events that happen within Genesys Cloud. The actions are workflows that you can create via Architect.

Included in this package is:

• Addition of (1) data action

• Definition and configuration of interfaces between Genesys Cloud and external web service

• Up to twenty-five (25) combined input and output fields

• Build Workflow

• Configure Trigger

• Testing the configured data action

OP02 Script (2) • Configuration of one (1) script

• Includes simple Inbound/Outbound or Screen Pop using user created variables, up to twelve (12) screens

• Script can update data or call list

Web Services Data Action (Caller Alternate Lookup) OP02 Web Services Data Action - Configurable Data Action (caller alternate lookup)

• Addition of (1) data action

• Definition and configuration of interfaces between Genesys Cloud and external web service

Up to twenty-five (25) combined input and output fields

• Testing the configured data action

Genesys CRM Collaboration

Web Services Data Action (Bi-Directional Information Sync) OP02 Web Services Data Action - Configurable Data Action (Bi-Directional Information Sync)

Bi-Directional Information Sync Data Actions can allow the exchange of information to & from Genesys Cloud and the customer's CRM.

Included in this package is:

• Addition of (1) data action

• Definition and configuration of interfaces between Genesys Cloud and external web service

• Up to twenty-five (25) combined input and output fields

• Testing the configured data action

Web Services Data Action (Object Lookup)

OP02 Web Services Data Action - Configurable Data Action (object lookup)

• Addition of (1) data action

• Definition and configuration of interfaces between Genesys Cloud and external web service.

• Up to twenty-five (25) combined input and output fields

• Testing the configured data action

Genesys Voice Services – BYOC Cloud (OP04)

• Provisioning of up to four (4) Trunks

• Provisioning of up to two (2) Sites

• Provisioning of up to five (5) Locations

• Configure of up to five (5) each of Number Plans, Classifications and Outbound Routes

• Configure up to three hundred (300) User DIDs

• SIP Consulting to guide you or your carrier through Genesys Cloud specific SIP Trunk requirements including e911/911

• Testing of overall configuration along with Inbound and Outbound Call testing

Genesys Email Routing (CE16)

Limited to 2 domains.

CE16 Queue (CE16) Configuration and setting up Customer’s choice of Queues:

• Up to ten (10) skills and wrap-up codes

• SLAs

• Alerting timeouts

• Membership

Email Call Flow

(CE16)

• Configure or enhance one (1) Call Flow

• Usage of Built-in variables (ANI, DNIS, Email subject, etc.) with simple String function calls

• Simple screen pops included (one (1) page showing text and/or attributes)

Media Routing

(CE16)

• Configuration routing of email address for up to one (1) source

4.3 Genesys Chat Routing

Genesys Chat Routing Service Package Included in the Package

Media API Consult - Web messaging

(CE18)

• One (1) consultation session not to exceed three (3) hours with a remote Digital Media Channels API Consultant, supporting the deployment of web messaging

• Consultation and configuration assistance for agent roles and permissions, one (1) digital channel deployment, and one (1) digital channel Javascript widget including queue and skill routing options and up to three (3) custom data fields

Configuration assistance includes parameter configuration for Javascript-based digital channel widgets and guidance regarding client-side implementation strategyAssistance excludes writing, designing, or providing specific client-side browser code assets

• Review of configured settings and findings to be delivered following the consultation session

Message Flow (CE18) • Configure or enhance one (1) Message Flow

• Usage of Built-in variables (Subject, Body, etc) with simple String function calls

• Simple screen pops included (one (1) page showing text and/or attributes)

4.4 Genesys Personalized Call Routing with Callback

Genesys Personalized Call Routing with Callback

Callback Option - Call Flow - In-queue

• Configure or enhance up to 10 Call Flows

• Usage of Built-in variables (ANI, DNIS, Email subject, etc.) with simple String function calls

• Simple screen pops included (one (1) page showing text and/or attributes)

• Screen pops generated for outbound callbacks

• Up to five (5) Tasks

IVR Schedule • Configuration of existing IVR Schedules

• Create all Schedule Groups and associate each schedule with schedule groups

• Associate IVR Profiles (Flows)

• Review and Test Configuration

Queue Configuration and setting up Customer’s choice of Queues:

• Configuration of up to five (5) queues

• Create up to ten (10) skills and wrap-up codes

• Configure alerting timeouts, membership and SLAs

• Review and Test Configuration

Genesys Personalized Call Routing with Callback

Call Flow - Inbound • Deploy and configure CE43 Global Call Flow

• Usage of Data Tables and Built-in Dynamic Variables (ANI, DNIS, Call Type, etc.) to define caller treatments

• Up to ten (10) experiences (IVR flows)

• Review and Test Configuration

Call Flow - In-Queue • Deploy and configure CE43 Global In-Queue Call Flow

• Data Table Driven In-Queue Experience with Callback and VM options

• Up to five (5) In-Queue experiences

• Review and Test Configuration

Prompts Configuration and setting up of USPTO’s choice of Prompts:

• Up to thirty (30) Prompts

• Review and Test Configuration

Languages • Configuration of caller experience in up to four (4) languages

• Up to sixty (60) prompts in each language

• Review and Test Configuration

5.0 Quality Assurance and Compliance

Experienced Contractor resources will work with USPTO’s stakeholders, which may include Quality Administrators, Quality Managers, Quality Evaluators, and supervisors to successfully implement Genesys Cloud Quality Assurance and Compliance. The Contractor will facilitate sessions designed to identify contact center and quality management priorities, assess the effectiveness of quality processes, overview of recording, to set appropriate Speech and Test analytics objectives, and establish the customer’s post call web-based Survey requirements. The Contractor will deliver a workshop using Genesys Cloud Quality Assurance and Compliance and support USPTO during every step of the implementation.

5.1 Use Cases – Quality Assurance and Compliance Table:

Quality Assurance and Compliance

Tasks Description

Preparation: The Contractor will conduct an introductory conference call to assess USPTO’s readiness for the Genesys Cloud Quality Assurance and Compliance deployment, outline the methodology, which is designed to communicate the implementation process to USPTO’s stakeholders. The introductory call will also identify any action items that need to be addressed and schedule the remote discovery meeting.

Requirements Discovery:

The Contractor will conduct the remote discovery workshop with a subset of the stakeholders and key quality resources to educate on the fundamentals of Quality Management and Compliance and walkthrough a product demonstration highlighting the features in Genesys Cloud.

Quality Assurance and Compliance

Learning: The Contractor will provide learning sessions for the attendees focused on both driving the tool and sharing best practices about the use of the tool.

These sessions can be run independently of or interspersed with the Guided Configuration stage.

Guided Configuration: Quality Administrators and Quality Managers/Evaluators will participate in a remote guided configuration session(s) that covers the hands-on usage of Genesys Cloud Quality Assurance and Compliance in the customer production environment. Participants will implement their Quality Management strategy developed through the requirements discovery workshop. This helps a sense of entitlement of the design and enhances learning opportunities while enabling the customer to be self-sufficient.

Follow-up Consulting: Upon completion of the Learning and Guided Configuration, the Contractor will be available to USPTO for ad-hoc remote consultation for a period of up to 30 days.

Deliverables: Remote Discovery Workshop

• Product Demonstration and identification of outstanding customer decisions required for solution configuration

• Remote Learning

• Guided configuration of Quality Management forms, policies in the customer org.

• At the conclusion of the Learning and Guided Configuration, the Customer will have demonstrated proficiency of Quality Management and Compliance fundamentals.

• Follow-Up Remote support for a period of up to 30 days.

Assumptions: • Recording must be enabled and configured for Quality management.

• Recording must be deployed to enable voice transcription.

• Customer must have a configured survey flow in order to use the web-based survey forms.

• Services consist of training and guidance to support configuration of the customer’s Genesys Cloud production system. USPTO accepts responsibility for configuration, optimization, and day-to- day usage of the production Genesys Cloud WEM system.

6.0 Post Interaction Survey

Experienced Contractor resources will collaborate with USPTO to successfully implement Genesys Cloud Customer Surveys. The Contractor will work closely with USPTO Engagement Administrators/Managers to understand the customer survey priorities and assess current processes for sending surveys. The focus will be on establishing appropriate survey strategy and planning.

The Contractor will facilitate workshops and learning sessions designed to educate stakeholders on the fundamentals of customer surveys and provide insights on how to leverage Genesys Cloud to enhance their strategy. The Consultant will be able to support USPTO during every step of the implementation, from preparation to follow-up consulting.

6.1 Use Cases – Post Interaction Survey Table:

Post Interaction Survey

Preparation: The Contractor will conduct an introductory conference call to assess USPTO’s readiness for the Genesys Cloud Customer Survey deployment. The goal of the call is to outline the methodology and communicate the implementation process to USPTO’s Engagement Team. The call will identify any action items that need to be addressed and schedule the remote discovery meeting.

Requirements Discovery:

The Contractor will conduct the remote discovery workshop with a subset of the USPTO Engagement team to identify priorities and to educate on the fundamentals of Surveys in Genesys Cloud. The Contractor will also provide a product demonstration highlighting the features in Genesys Cloud that can be used to achieve the objectives.

Learning: The Contractor will provide learning sessions for the attendees focused on both driving the tool and sharing best practices about the use of the tool.

These sessions can be run independently of or interspersed with the Guided Configuration stage.

Guided Configuration: Customer Engagement Administrators/Managers will participate in a remote guided configuration session(s) that covers the hands-on usage of Genesys Cloud Surveys in USPTO’s production environment. Participants will implement their strategy developed through the requirements discovery workshop. This helps a sense of entitlement of the design and enhances learning opportunities while enabling USPTO to be self-sufficient.

Follow-up Consulting: Upon completion of the Learning and Guided Configuration, the Contractor will be available to the Customer for ad-hoc remote consultation for a period of up to 30 days to ensure that the implementation is successful and to provide ongoing support.

Deliverables: • Remote Discovery Workshop

• Product Demonstration and identification of outstanding customer decisions required for solution configuration

• Remote Learning

• Configure a ‘simple’ survey invite flow.

• Guided configuration of post call web-based survey forms, policies USPTO.

• Assist in configuration of canned responses.

• At the conclusion of the Learning and Guided Configuration, USPTO will have demonstrated proficiency of Customer Survey fundamentals.

• Follow-Up Remote support for a period of up to 30 days.

Assumptions: • For Customer Surveys, USPTO must have a CX3 license or have the WEM add-on to allow the survey features.

• Advanced survey invite flows are the responsibility of USPTO with contractor assistance.

Post Interaction Survey

• This delivery assumes USPTO is using the external contacts to obtain the customer information. Should another method and/or 3rd party CRM tool be used, it is assumed participant data is being parsed into Genesys Cloud or a connection is already made.

• Services consist of training and guidance to support configuration of USPTO’s Genesys Cloud production system. USPTO accepts responsibility for configuration, optimization, and day-to- day usage of the production Genesys Cloud WEM system.

NOTE Genesys does not, currently, offer post-call DTMF-style surveys. The current surveys offered are sent to a caller’s registered email, post-interaction.

“Traditional,” DTMF-style post-call surveys are on the Genesys roadmap and is in current development.

7.0 Resource/Workforce Management

Experienced Contractor resources will work with USPTO’s stakeholders, which may include center managers, workforce management supervisors, scheduling administrators and agents to successfully implement Genesys Cloud WFM. The Consultant will facilitate sessions designed to identify contact center and workforce management priorities, assess the effectiveness of current contact center planning processes, and to set appropriate and complementary scheduling objectives. The Consultant will deliver workshops using Genesys Cloud WFM and support USPTO during every step of the implementation.

7.1 Use Cases – Workforce Management Table:

Workforce Management

Preparation: The Contractor will conduct an introductory conference call to assess USPTO’s readiness for the Genesys Cloud WFM deployment, identify any action items that need to be addressed, plan the kick-off agenda, and schedule the remote kick-off meeting.

Requirements Discovery:

The Consultant will conduct the onsite kick-off session, which is designed to communicate the implementation process to USPTO’s stakeholders and to describe project roles. The Consultant will then take a subset of the stakeholders through a requirements discovery workshop. This workshop will begin with education on the fundamentals of workforce scheduling and a product demonstration. The strategy developed in this stage will be used in several stages to follow as a guide against stated goals.

Learning: The Contractor will provide learning sessions for the attendees focused on both driving the tool and sharing best practices about the use of the tool.

These sessions can be run independently of or interspersed with the Guided Configuration stage.

Workforce Management

Guided Configuration: Scheduling Administrators and Contact Center Managers will participate in an onsite guided configuration session that covers the hands-on usage of Genesys Cloud WFM in USPTO’s production environment. Participants will implement their planning strategy developed through the requirements discovery workshop.

Follow-up Consulting: Upon completion of the Guided Configuration, the Consultant will be available to USPTO for ad hoc remote consultation for a period of up to 30 days.

Deliverables: • Discovery Workshop, Learning and Guided Configuration

• Product Demonstration and identification of outstanding customer planning decisions required for solution configuration

• Guided configuration of workforce planning business rules in the production system, production forecast and schedule.

• At the conclusion of the Learning and Guided Configuration, USPTO will have demonstrated proficiency of workforce planning fundamentals.

• Up to 16 hours of On-Going remote support will be provided for a period of up to 30 days.

Assumptions: • Services are proposed for a single Business Unit configured within Genesys Cloud WFM; however, services may be used to schedule resources in multiple locations, i.e., remote agents.

• Services consist of learning experiences and guidance to support configuration of USPTO’s Genesys Cloud production system. USPTO accepts responsibility for configuration, optimization, and day-to-day usage of the production Genesys Cloud WFM system.

8. Employee Performance Experienced Contractor resources will work with USPTO stakeholders, which may include contact center managers, supervisors, coaching team, Learning/Development Team, performance management team and agents to successfully implement Genesys Cloud Employee Performance. The Contractor will facilitate sessions designed to identify contact center and employee performance management priorities, assess the effectiveness of current contact center agent engagement processes, set appropriate gamification objectives, and guide on employee development and learning modules. The Contractor will deliver a Genesys workshop using Genesys Cloud Employee Performance and support USPTO during every step of the implementation.

8.1 Use Cases – Employee Performance Table:

Employee Performance

Preparation: The Contractor will conduct an introductory conference call to assess the Customer’s readiness for the Genesys Cloud Employee Performance deployment, outline the methodology, which is designed to communicate the implementation process to the Customer’s stakeholders. The

Employee Performance introductory call will also identify any action items that need to be addressed and schedule the remote discovery meeting.

Requirements Discovery:

The Contractor will conduct the remote discovery workshop with a subset of the stakeholders and key performance management resources to educate on the fundamentals of gamification and learning modules on employee performance as well as how to successfully implement and adopt the employee experiences and employee development journey in Genesys Cloud. The Contractor will walkthrough a product demonstration highlighting the features in Genesys Cloud.

Learning: The Contractor will provide learning sessions for the attendees focused on both driving the tool and sharing best practices about the use of the tool.

These sessions can be run independently of or interspersed with the Guided Configuration stage.

Guided Configuration: Administrators, Contact Center Managers, Supervisors and Trainers will participate in a remote guided configuration session that covers the hands-on usage of Genesys Cloud Employee Performance in the customer production environment. Participants will implement their Performance Management strategy developed through the requirements discovery workshop. This helps a sense of entitlement of the design and enhances learning opportunities while enabling the customer to be self-sufficient.

Follow-up Consulting: Upon completion of the Learning and Guided Configuration, the Contractor will be available to the Customer for ad hoc remote consultation for a period of up to 30 days.

Deliverables: • Remote Discovery, Workshop, Learning and Guided Configuration

• Product Demonstration and identification of outstanding customer decisions required for solution configuration.

• Guided configuration of Gamification profiles, KPI metrics and agent activity scorecard in the customer org.

• Guided configuration of Learning and Development Modules and

Assessments in the customer org.

• Guided configuration of Coaching in the customer org.

• At the conclusion of the Learning and Guided Configuration, the Customer will have demonstrated proficiency of Performance Management fundamentals.

• Follow-Up Remote support for a period of up to 30 days.

Assumptions: • Services consist of training and guidance to support configuration of the customer’s Genesys Cloud production system. Customer accepts responsibility for configuration, optimization, and day-to- day usage of the production Genesys Cloud Employee Performance system.

• Services consist of training and guidance to support configuration of the customer’s Genesys Cloud production system. Customer accepts responsibility for configuration, optimization, and day-to- day usage of the production Genesys Cloud system.

9.0 Integrations – Base Integration – Genesys Cloud AppFoundary Integration The Basic Integration – Genesys Cloud AppFoundry Integration Service Package Includes

- Integration installation assistance for one (1) AppFoundry application o Installation may require collaboration with Genesys o Sales, partner organizations, 3rd party application vendors, or others

Up to three (3) hours of assistance with authorization, authentication, configuration, and basic testing of the integration in Genesys Cloud

- Testing includes basic operation and access within Genesys Cloud; any defect remediation is the responsibility of the application supplier

Specific configuration of application settings is not in scope.

10. Genesys Cloud CRM Collaboration – ServiceNow AppFoundary The Contractor will deliver the following services as part of this PWS.

10.1 Genesys Cloud User Cases Table: Genesys CRM Collaboration – ServiceNow

Web Services Data Action (Caller Phone Lookup)

• Addition of (1) data action

• Definition and configuration of interfaces between Genesys

Cloud and external web service

• Up to twenty-five (25) combined input and output fields

• Testing the configured data action

Web Services Data Action (Trigger) OP02 Web Services Data Action - Configurable Data Action (Trigger)

A trigger is a resource within Genesys

Cloud that allows customers to configure a reaction to specific events that happen within Genesys Cloud. The actions are workflows that you can create via Architect.

• Addition of (1) data action

• Definition and configuration of interfaces between Genesys

Cloud and external web service

• Up to twenty-five (25) combined input and output fields

• Build Workflow

• Configure Trigger

• Testing the configured data action

OP02 Script (OP02) • Configuration of one (1) script

• Includes simple Inbound/Outbound or Screen Pop using user created variables, up to twelve (12) screens

• Script can update data or call list

Web Services Data Action (Caller Alternate Lookup) OP02 Web Services Data Action - Configurable Data Action (caller alternate lookup)

• Addition of (1) data action

• Definition and configuration of interfaces between Genesys

Cloud and external web service

• Up to twenty-five (25) combined input and output fields

• Testing the configured data action

Web Services Data Action (Bi- Directional Information Sync) OP02 Web Services Data Action - Configurable Data Action (Bi- Directional Information Sync)

Bi-Directional Information Sync Data Actions can allow the exchange of information to & from Genesys Cloud and USPTO’s CRM. Included in this package is:

- Addition of (1) data action

• Definition and configuration of interfaces between Genesys Cloud and external web service

• Up to twenty-five (25) combined input and output fields

• Testing the configured data action

Web Services Data Action (Object Lookup) OP02 Web Services Data Action - Configurable Data Action (object lookup)

• Addition of (1) data action

• Definition and configuration of interfaces between Genesys

Cloud and external web service

• Up to twenty-five (25) combined input and output fields

• Testing the configured data action

Genesys Cloud Tailored Services:

Integrations – ServiceNow Connector Base Integration - Genesys Cloud AppFoundry Integration

• Integration installation assistance for one (1) AppFoundry

• application (ServiceNow)

• Installation may require collaboration with Genesys sales, partner organizations, 3rd-party application vendors, or others

• Up to three (3) hours of assistance with authorization, authentication, configuration, and basic testing of the integration in Genesys Cloud

• Testing includes basic operation and access within

Genesys Cloud; any defect remediation is the responsibility of the application supplier

• Specific configuration of application settings is not in scope

11. Genesys Cloud CRM Collaboration – Salesforce CTI AppFoundry The Contractor will deliver the following services as part of this PWS.

11.1 Use Cases – Genesys CRM Collaboration Table: – Salesforce CTI

Web Services Data Action (Caller Phone Lookup)

• Addition of (1) data action

• Definition and configuration of interfaces between Genesys Cloud and external web service

• Up to twenty-five (25) combined input and output fields

• Testing the configured data action

Web Services Data Action (Trigger) OP02 Web Services Data Action - Configurable Data Action (Trigger)

A trigger is a resource within Genesys Cloud that allows customers to configure a reaction to specific events that happen within Genesys Cloud.

The actions are workflows that you can create via Architect.

Included in this package is:

• Addition of (1) data action

• Definition and configuration of interfaces between Genesys Cloud and external web service

• Up to twenty-five (25) combined input and output fields

• Build Workflow

• Configure Trigger

• Testing the configured data action

Script (OP02) • Configuration of one (1) script

• Includes simple Inbound/Outbound or Screen Pop using user created variables, up to twelve (12) screens

• Script can update data or call list

Basic Integration - Genesys Cloud AppFoundry Integration (Salesforce

CTI) (OP02)

• Integration installation assistance for one (1) AppFoundry application

• Installation may require collaboration with Genesys

• sales, partner organizations, 3rd-party application vendors, or others

• Up to three (8) hours of assistance with authorization, authentication, configuration, and basic testing of the integration in Genesys Cloud

• Testing includes basic operation and access within Genesys

Cloud; any defect remediation is the responsibility of the application supplier

• Specific configuration of application settings is not in scope

Web Services Data Action - Configurable Data Action (caller alternate lookup)

(OP02)

• Addition of (1) data action

• Definition and configuration of interfaces between Genesys Cloud and external web service

• Up to twenty-five (25) combined input and output fields

• Testing the configured data action

Web Services Data Action - Configurable Data Action (Bi-Directional Information Sync) (OP02)

Bi-Directional Information Sync Data Actions can allow the exchange of information to & from Genesys Cloud and the customer's CRM.

Included in this package is:

• Addition of (1) data action

• Definition and configuration of interfaces between Genesys Cloud and external web service

• Up to twenty-five (25) combined input and output fields

• Testing the configured data action

Web Services Data Action - Configurable Data Action (object lookup) (OP02)

• Addition of (1) data action

• Definition and configuration of interfaces between Genesys Cloud and external web service

• Up to twenty-five (25) combined input and output fields

• Testing the configured data action

12. Genesys Beyond Training Starter Package (Subscription) The Genesys Beyond Training Package is a flexible training package available for use within the first 12 months of the project. This package includes 105 training unit which can be used for any Genesys Beyond product (technical subscriptions, agent training, dedicated and/or customer learning services).

An Education Manager will be assigned to work closely to identify educational needs, arrange the selected learning and ensure utilization. If at any point learning needs exceed the allocation, the Education Manager will provide guidance on next steps.

12.1 Training Approach and Delivery

The contractor will work with the USPTO to create and implement a training plan and deliver end user training.

The training content created shall include descriptions of all features , installation steps and operating steps for all functionalities to give all users the information they need for the successful operation and adoption of the USPTO ECC System. Through this continued engagement, the contractor will understand and document the required number, size, and duration of each training class. The training material will be submitted to the Product team and COR at least two weeks prior to the planned training date for approval.

The training developed for the product team will include detailed instructions on the application setup and org settings and database and system management monitoring and reporting to ensure they have the full knowledge to successfully manage the application going forward. The contractor will provide pre- and post-implementation end-user training to include training to new onboarding users or business units, and creating and maintaining training material.

13. Security

13.1 FedRAMP

The contractor will communicate any changes in FedRAMP status of Genesys Cloud CX to the COR and the product team. The contractor will work with the designated USPTO Information Systems Security Officer (ISSO) and Technical Lead to ensure FedRAMP-related updates and documentation are up-to-date for USPTO’s instance of Genesys Cloud CX.

13.2 Authority to Operate (ATO)

The Contractor will work with USPTO to provide the necessary inputs and analysis for Security Assessment and Authorization (SA&A). The ATO is a shared responsibility that is led and submitted by USPTO in conjunction with input from the Contractor.

13.3 508 Compliance Testing The Contractor will follow the internationally recognized best practices in Section 508 of the Rehabilitation Act and the Web Content Accessibility Guidelines (WCAG) 2.0 Level AA. This is documented in the Voluntary Product Accessibility Template (VPAT), a standardized form developed in partnership with the Information Technology Industry (ITI) and the U.S. General Services Administration (GSA) to document a product’s conformance with key regulations of Section 508 of the Rehabilitation Act.

14. Personal Identity Verification (PIV) Card Requirements for Contractors The USPTO is committed to maintaining secure access to its IT systems through the use of PIV cards as set forth in Homeland Security Presidential Directive 12 (HSPD-12) and Department of Commerce Federal Information Processing Standards and Special Publications. Contractors with an expected service period of 180 days or more, requiring access to PTONet, and who require access to PTO facilities or use PTO equipment, will be required to obtain PIV cards. Within Three (3) business days of the beginning of the period of performance, Contractors requiring a PIV shall provide the following information to the Contracting Officer’s Representative (COR):

a. Display Name (Last Name, First Name (Name of Employer)

b. First Name (Note *this must be spelled identically to how it was provided in their security information)

c. Last Name (Note *this must be spelled identically to how it was provided in their security information)

d. Suffix

e. Date of Birth

f. USPTO Email Address

g. Employee Affiliation

h. Log-On ID

i. Citizenship Code

j. Employee ID

The Contractor shall provide any additional information, as requested by the COR, determined to be necessary for issuance of a PIV Card.

Contractors under this contract must have a PIV card to log into the USPTO network. A waiver will be granted for new employees until a PIV card is issued. USPTO will not pay direct travel/transportation costs for contractors to obtain a PIV card or reset a card. The government will not pay for travel to a USPTO location for PIV card issuance, re-issuance, or PIN changes.

15. Hours of Operation & Holidays

15.1 Normal Hours of Operation

Operating hours consist of an eight-hour daily work schedule, which begin no earlier than 8 a.m. and 5 p.m. Eastern Time Monday through Friday. Exceptions include federal holidays or when the government facility is closed due to local or national emergencies, administrative closings, or similar government directed facility closings. Normal business hours may be adjusted to support after hours and weekend work.

15.2 Recognized Holidays

USPTO observes the federal holidays as found and updated currently on the OPM website:

https://www.opm.gov/policy-data-oversight/pay-leave/federal-holidays/

New Year’s Day Labor Day Dr. Martin Luther King’s Birthday Columbus Day President’s Day Veterans Day Memorial Day Thanksgiving Day Independence Day Christmas Day Juneteenth

If the holiday falls on Saturday, it is observed on Friday. If the holiday fall on a Sunday, it is observed on Monday. The Contractor shall not report for duty and will not be reimbursed by the Government when the Government facility is closed due to a Federal Holiday, local or national emergencies, administrative closings, or similar Government directed facility closings.

https://www.opm.gov/policy-data-oversight/pay-leave/federal-holidays/

16. Period of Performance The period of performance as follow:

Base year: 12/01/2024 - 11/30/2025 Option Year 1: 12/01/2025 – 11/30/2026 Option year 2: 12/01/2026 – 11/30/2027 Option year 3: 12/01/2027 - 11/30/2028 Option year 4: 12/01/2028 - 11/30/2029

17. Places of Performance:

17.1 On-Campus:

USPTO Main Campus 600 Dulany St Alexandria, VA 22314.

17.2 Telework/Remote Work

Telework/Remote work is authorized in the performance of the work under this PWS. A remote telework agreement shall be established for each contractor. The remote telework agreement is between the company and its employees/subcontractors, not USPTO. The agreement should, at a minimum, contain the following:

- Computer with security measures in place to protect government data.

- Internet connection with a minimum 15 Mbps downloads, 4 Mbps upload.

- Off-Site safety guidelines and limitations (if location is not company office).

- The requirement to follow the USPTO Rules of the Road.

- Use of collaboration tools, including mandatory use of the presence indicator to facilitate communications.

- The requirement to return calls and emails promptly

- Necessary minimum hardware i.e. Personal Identity Verification (PIV) Reader.

- Team Portal Virtual Private Network, and/or Remote User Group (RDP) access to

Government computer.

- Team Portal Virtual Private Network, and/or Remote User Group (RDP) access to

Government computer.

Note: USPTO is not responsible for any personal costs incurred during telework (i.e., Internet Service Provider Fees, telephone lines, utilities, meals, lodging, etc.).

Contractor employees must adhere to all USPTO guidelines including “USPTO Rules of the Road” and all applicable teleworking guidelines issued by the USPTO.

18. Glossary of Scope Terms

Dialog State Definitions

• Dialog State - A dialog state is used to represent every spot in the call flow where a caller is being asked for input. A single dialog state will include all the error handling prompting (e.g. retries, timeouts). For example, if an IVR requests the caller to input their home phone number, that would count as 1 dialog state. The dialog states are unique based on the question being asked. For example, "Do you want to proceed?" and "Is that correct?" are 2 different dialog states, even though both are yes/no questions. See individual comments explaining the different types of dialog states.

• Basic - A basic directed dialog state is for simple menu choices (including things like yes/no) and unformatted numeric data entry (number of days, amount of money, etc.).

• Natural Language (NL) - A natural language dialog state is an open ended, "how can I help you?" type of input where the caller can say anything, and a special grammar is used to determine their intent.

• Alphanumeric - An alphanumeric dialog state is one where the input requested contains a mixture of both alpha and numeric characters, for example "A32ZB7".

• Dynamic - A dynamic menu is one where the options available in the menu change based on business rules. For example, a banking app might have a menu containing a list of accounts available to the caller which is dynamic based on that individual caller. Similarly, a menu might have an option to talk to an operator which is only available for gold status customers. Both are examples of dynamic menus.

Additional Definitions

• Unique web service call - A web service call is unique if the input parameters differ. Such as looking up a customer by SSN and looking up a customer by phone number. Those would be 2 unique web service calls. These are depicted in a call flow diagram using Data Integration shapes .

19. Deliverables

19.1 Migration Planning, Communication, and Execution Support / Operations & Maintenance Support

Item Name Type Frequency Content Recipient

1 Contract Kickoff PowerPoint , Briefing

Within 1 week of start date

Review of SOO objectives, goals, team, activities, and deliverables.

COR, PO,

EBPL

2 Contract Plan and Timeline

PowerPoint , Excel, or MS Project

Within 1 week of start date

Detailed information on activities, milestones, and due dates for work products, workshops, deliverables, etc.

COR, PO,

EBPL

3 Quality Assurance Plan

(QASP)

Word Within 1 week of start date

Detailed plan on processes, measures, and points of contact on the quality of each contractual deliverable.

COR, PO,

EBPL

4 Sprint Planning and Retrospective

Rally, Briefing

Beginning of each sprint

Participate in review of sprint activities and forward - looking priorities.

COR, PO,

EBPL

5 Weekly Status Meetings

Brief, Rally Board

Weekly Lead weekly status meeting to review past due, current and upcoming tasks/critical path

PO, EBPL,

PO, TL

activities, milestones, deconflict issues and team review deliverables.

6 Daily/Weekly Scrums

Brief, Rally Board

Daily / Weekly, as needed

Participate with functional team leads will conduct at minimum weekly and if need daily scrums to review tasks and activities to be completed.

PO, TL,

EBPL

7 Quarterly Report and Roadmap

Word, Brief Quarterly Progress towards objectives, outcomes from current activities and roadmap of activities for the next quarter.

COR, PO,

EBPL

8 Monthly Status Report

(MSR)

PowerPoint Briefing

15th day of Month

Metrics - SLA adherence; significant concern/challenges; SLAs missed and why (contributing factors) Staffing status (on/off boarded) Funding status for tasks. Any large milestone changes, significant events

COR, PO,

EBPL

9 Knowledge Transfer Plan

Word, Brief 2 weeks after award

Provide methodology and expected outcomes needed for USPTO staff to sufficiently operate the environment and ensure continuity of Service

COR, PO,

EBPL

10 Migration Deployment Plan

MS Project, Power Point

Initial within 60 days of award

Work with PO/TL to advise on deployment schedule and support requirements, develop and execute deployment support plan

COR, PO,

EBPL

12 Training Plan PS Project, Power Point

Initial within 60 days of award

Deve…