Attachment_01._DRAFT_PERFORMANCE_WORK_STATEMENT.docx

DRAFT PERFORMANCE WORK STATEMENT

Employee Engagement Services Madigan Army Medical Command (MAMC) Joint Base Lewis-McChord (JBLM) Performance Work Statement

1 DESCRIPTION OF SERVICES.

The Contractor shall provide products and services to improve Employee Engagement for all employees at Madigan Army Medical Center (MAMC), Joint Base Lewis McChord, WA and its associated facilities.

The overall objective is to increase employee engagement in order to achieve sustainable improvements in employee performance, employee satisfaction, decreased staff turnover, and facilitation of cultural change to improve the safety, cost, and quality of care provided at MAMC.

The contractor shall specialize in consultation, coordination, instruction, and training for customized survey development, survey communication strategies, survey disbursement, results collection, analysis, and presentation, remediation planning, follow up, and implementation of linked strategically targeted follow up surveys for employee engagement surveys at comparably sized medical facilities. The contractor shall coach, train, and mentor MAMC leaders and staff on methods, techniques, processes, and supporting tools/templates that have demonstrated significant improvements in employee engagement at other large medical centers. Additionally, the contractor shall include any evidence available that demonstrates the validity and reliability of their survey, as well as any additional objective evidence for specific survey items, grouped item indices, techniques, processes, or supporting tools/templates that demonstrate sustained improvements and/or reduce process outcome variability (clinical and administrative).

Throughout the period of performance, the contractor shall provide access to a provided web based portal for all MAMC leaders and survey development team members. Additionally, the contractor shall provide any tools, publications, video and/or online resources required to achieve and sustain the desired outcomes or any item the contractor deems necessary to performing the contract requirements at no additional cost.

1.1. BACKGROUND:

MAMC is classified as: National Disaster Medical System for the Puget Sound Federal Coordinating Center, a level two trauma center for the Interstate 5 corridor, in-patient, tertiary-level hospital with highly specialized staff and technical equipment such as; open heart, cardiology, intensive care units, specialized imaging units, subspecialty clinical services highly differentiated by function, formal teaching programs, and formal medical research capabilities. The anticipated volume of activity necessary to carry out the inpatient mission, in combination with the rapid rate of patient turnover, will have an extraordinary impact on the management of the healthcare environmental services program. MAMC supports a health service area encompassing 2 states, Washington and California.

MAMCs current operational bed capacity is 272 expandable to 450 with the main care facility located on Joint Base Lewis-McChord (JBLM) in Washington State. The hospital is comprised of 89 distinct buildings. MAMC facilities consists of the main hospital (5 distinct buildings), 11 Behavioral Health clinics, 7 Family Medicine clinics, 5 Dental clinics, 1 veterinary clinic, 2 Traumatic Brain Injury buildings, 7 Preventive Medicine buildings, a Wounded Warrior clinic with 7 ADA rooms, 1 Integrated Disability Evaluation System (IDES) building, 2 hyperbaric chamber research buildings, an Alcohol Substance Abuse building, 2 Medical Warehouses, 2 Simulation Centers, 3 Soldier Center Medical Homes, an Armed Forces Blood Bank building, a Hearing Conservation building, 3 Tele-health and Technology buildings, and 23 administrative buildings. MAMC facilities located off of JBLM are: 2 Off Post Community Homes, one in Puyallup and one in Olympia, and the following are located in Monterey, CA, a family medical clinic, a dental clinic, a veterinary clinic, 2 Preventative Medicine buildings and a behavioral health building.

1.2 LOCATION OF WORK. The contractor shall perform any necessary assessments, coaching, or training at MAMC or other coordinated venue on JBLM, Tacoma, Washington and its associated facilities.

1.3. HOURS OF OPERATION. The contractor any necessary assessments, coaching, or training during normal duty hours which range from 7:00 a.m. to 5:00 p.m. Pacific, Monday through Friday, excluding Federal holidays unless otherwise required in the contract or approved by the Contracting Officer.

1.4. Holidays. The following is a list of legal federal holidays as referred to elsewhere in the contract and PWS:

New Year’s Day, January 1st Martin Luther King’s Birthday, 3rd Monday in January Presidents’ Day, 3rd Monday in February Memorial Day, last Monday in May Independence Day, July 4th Labor Day, 1st Monday in September Columbus Day, 2nd Monday in October Veteran’s Day, November 11th Thanksgiving Day, 4th Thursday in November Christmas, December 25th NOTE: Any of the above holidays falling on a Saturday will be observed on the preceding Friday; holidays falling on a Sunday will be observed on the following Monday. Any holidays that are declared by Presidential Executive Order shall be observed in the same manner as the holidays listed above. Closures of the installation may also occur due to inclement weather or other such acts of God. During Family Days/Training Days for active duty personnel, civilians are encouraged to use annual leave. If not on leave, civilian employees must report to work. A list of scheduled Family Days/Training Days for each Calendar Year will be provided by the COR.

2 GOVERNMENT FURNISHED PROPERTY AND SERVICES.

2.1. EQUIPMENT/PROPERTY. The Government will coordinate the training facilities and resources (audiovisual equipment, flip-chart butcher blocks, and markers) required to support the contractor led presentations and training.

2.2. SERVICES.

2.2.1. The Commander, MAMC will ensure supervisors and staff comply with the evaluation and accountability processes established and trained by the contractor.

2.2.2. The Commander, MAMC will ensure all necessary leaders attend each presentation and/or training session conducted by the contractor.

2.2.3. The Commander, MAMC will ensure maximum staff participation in the baseline survey evaluation and any follow-up assessments conducted by the contractor.

2.2.4. The Commander, MAMC will allow the contractor team’s participation in designated MAMC led meetings as necessary.

3 CONTRACTOR FURNISHED PROPERTY. N/A

4 SPECIFIC TASKS.

4.1 The contractor shall conduct an on-site meeting to discuss and plan for development of an employee engagement survey that shall be custom designed to correspond to the established organizational matrix of MAMC no later than 30 days after contract award.

4.2 The contractor shall develop an agreed upon plan to include a complete timeline of all aspects of the survey process that will be presented no less than 45 days after contract award.

4.3 The contractor shall provide up to 1 hour weekly status update meetings, up to 1 hour monthly executive council, and unrestricted access via conference calls and web-based training, on an as needed basis, either, in person, virtually or a combination of both, at no additional cost.

4.4 The contractor shall allow for an unrestricted amount of customizable employee demographic data to be input into a web-based platform prior to survey administration. The contractor will create a visual hierarchy of MAMC’s organizational matrix and program the agreed upon finished product into the provided web-based platform. The contractor will provide access to MAMC system administrators to input and edit employee demographic data. The contractor shall analyze the demographic data collected and provide demonstration of how the given data will allow and restrict the capabilities of to view and analyze survey results.

4.5 The contractor shall provide an agreed upon finalized employee engagement survey that is unrestricted in custom formatting, and language modification to all employees at MAMC and its associated facilities up to 5,000 employees.. This survey will be ready for disbursement to staff no later than 90 days after contract award. The survey shall be web-based and available and tailored to any internet device, such as a cell phones, tablets, and laptops. The contractor shall provide survey analysis that displays the statistically significant validity and reliability. This survey must contain questions or statements that require the user to select from a 5-choice response scale for each item and provide an additional “prefer not to answer” selection. The survey provided must contain no less than one open ended question that allows the user to add free text comments. The survey must accommodate multiple customized item sets to be distributed to multiple employee groups based upon individual demographic data entered prior to survey distribution.

4.6 The contractor shall provide MAMC staff with electronic supporting templates for survey communications, survey advertisement templates, and reference materials to aid leaders in understanding the intend and purpose of the survey, as well as effective communication strategies for employees prior to survey dispersion.

4.7 The contractor must have a primary focus in healthcare and provide specific survey items that are designed for healthcare employees. The contractor must possess a national question database that contains no less than 100,000 employee surveys collected solely from medical facilities within the last 2 years. This database must be made available to MAMC system administrators to identify national percentiles for individual questions and compare collected results to a national average. The contractor shall provide no less than 100 questions that have been used by other medical facilities for MAMC staff to reference during planning and development.

4.8 The contractor must demonstrate unmistakable anonymity to all MAMC staff with a clear, concise, and specific explanation of how any discernable information is de-identified. The contractor must provide communication of this information both prior to survey distribution as well as immediately prior beginning the survey. The contractor must prohibit any MAMC staff from viewing any result grouping that contains less than 5 employees.

4.9 Upon distribution of the survey the contractor shall track response rates and provide response distributions based upon MAMC’s custom organizational matrix and provide access for MAMC administrators to view de-identified response rate reports based upon demographic data entered prior to survey distribution on a daily basis. The contractor shall disperse no less than one email reminder to employees that have not yet completed the survey, no earlier than 1 week after the survey is dispersed and no later than 1 week prior to the agreed upon survey completion deadline.

4.10 The contractor shall collect survey results no later than 30 days from survey disbursement. Survey results shall be analyzed and reports shall be generated for any department/section/area that contains no less than 5 employees. The contractor will provide access for MAMC system administrators to sort and filter de-identified employee survey results in the provided web-based platform in order to create custom views for analysis and report creation.

4.11 The contractor shall provide results that include, but are not limited to the following: individual item level scores with national percentile rank, overall Mean with national percentile rank, n size (# of respondents in a grouping), an evidence supported engagement index that corresponds to a group of survey items, individual and grouped item averages and variations, and identified areas of quality and deficiency. All results must be divided into no less than 3 categories of high, medium, and low performance values.

4.12 The contractor shall provide an on-site presentation of survey results to MAMC executives prior to online report delivery that includes, but is not limited to the results of the overall organization, results for no less than 50 groups that will be predetermined by MAMC, departmental results, other organizational segments input into MAMC’s organizational matrix as needed, an explanation of analysis, determination of areas of competency and deficiency, a strategy for releasing results, intervention plans focused on areas of maximal improvement potential, and recommendations for monitoring updates.

4.13 The contractor shall provide access to an online platform that provides customized result viewing, analysis, and report generation based upon de-identified employee information for no less than 200 MAMC leaders. This online platform must allow results to be sorted and filtered by any demographic of combination thereof for analysis and report creation. All de-identified results and analysis in the web-based application must be capable of being exported to Microsoft Excel and PDF documents.

4.14 The contractor shall conduct no less than one follow-up survey that is customized to target specific areas where improvements have been pursued. The follow-up survey will be developed, administered, and analyzed in the same manner as the original survey within 3 months at a mutually agreed upon time not to extend past 12 months from the initial survey completion deadline. The contractor shall analyze and present the results of the follow-up survey in the same manner as the original survey with the addition of a comparison to the initial survey and assessment of progress toward MAMC’s specific organization objectives.

4.15 The contractor shall train no less than 10 MAMC employees to the level of proficient trainers on the subjects of understanding the survey process (development, communication strategies, survey distribution, results and analysis, creating reports, change management strategy implementation and follow up planning) as well as using the contractor provided web-based platform (to include survey development and programming, how the survey development will affect the results and analysis after survey completion, survey completion tracking, creating reports, analysis of results, follow up planning and update tracking) that will lead to improved employee engagement at MAMC.

5 SECURITY.

5.1 The contractor shall provide each of its employees with identification (ID) badge made of nonmetallic material, easily readable and including employee's name, contractor's name, functional area of assignment, and recent color photograph of the employee. Contractor personnel shall wear the contractor-furnished ID badge at all times when performing work under this contract at a Government site or off site, including while attending Government meetings and conferences. Contractor and all associated sub-contractors employees shall comply with applicable installation, facility and area commander installation/facility access and local security policies and procedures (provided by the Government representative). The contractor shall also provide all information required for background checks to meet installation access requirements to be accomplished by installation Provost Marshal Office, Director of Emergency Services or Security Office. Contractor workforce must comply with all personal identity verification requirements as directed by DOD, HQDA and/or local policy. In addition to the changes otherwise authorized by the changes clause of this contract, should the Force Protection Condition (FPCON) at any individual facility or installation change, the Government may require changes in contractor security matters or processes.

6 ANTITERRORISM/OPERATIONS SECURITY (AT/OPSEC).

6.1. AT Level I training. All contractor employees, to include subcontractor employees, requiring access Army installations, facilities and controlled access areas shall complete AT Level I awareness training within 30 calendar days after contract start date or effective date of incorporation of this requirement into the contract, whichever is applicable. The contractor shall submit certificates of completion for each affected contractor employee and subcontractor employee, to the COR or to the contracting officer, if a COR is not assigned, within 40 calendar days after completion of training by all employees and subcontractor personnel. AT level I awareness training is available at the following website: http://jko.jten.mil

6.2. Access and general protection/security policy and procedures. Contractor and all associated sub-contractors employees shall provide all information required for background checks to meet installation access requirements to be accomplished by installation Provost Marshal Office, Director of Emergency Services or Security Office. Contractor workforce must comply with all personal identity verification requirements (FAR clause 52.204-9, Personal Identity Verification of Contractor Personnel) as directed by DOD, HQDA and/or local policy. In addition to the changes otherwise authorized by the changes clause of this contract, should the Force Protection Condition (FPCON) at any individual facility or installation change, the Government may require changes in contractor security matters or processes.

6.3. AT Awareness Training for Contractor Personnel Traveling Overseas. This standard language required US based contractor employees and associated sub-contractor employees to make available and to receive government provided area of responsibility (AOR) specific AT awareness training as directed by AR 525-13. Specific AOR training content is directed by the combatant commander with the unit ATO being the local point of contact.

6.4. iWATCH Training. The contractor and all associated sub-contractors shall brief all employees on the local iWATCH program (training standards provided by the requiring activity ATO). This local developed training will be used to inform employees of the types of behavior to watch for and instruct employees to report suspicious activity to the COR. This training shall be completed within 30 calendar days of contract award and within 10 calendar days of new employees commencing performance with the results reported to the COR NLT 40 calendar days after contract award.

7 GOVERNMENT POINTS OF CONTACT.

8 CONTRACTOR MANPOWER REPORTING.

8.1. CONTRACT MANPOWER REPORTING. (ACCOUNTING FOR CONTRACT SERVICES (Jul 2007) - The Office of the Assistant Secretary of the Army (Manpower & Reserve Affairs) operates and maintains a secure Army data collection site where the Contractor will report ALL Contractor manpower (including subcontractor manpower) required for performance of this contract. The Contractor is required to completely fill in all the information in the format using the following web address “https://cmra.army.mil”. The required information includes: (1) Contracting Office, KO, COR; (2) Contract number, including task and delivery order number; (3) Beginning and ending dates covered by reporting period; (4) Contractor name, address, phone number, e-mail address, identity of Contractor employee entering data; (5) Estimated direct labor hours (including subcontractor); (6) Estimated direct labor dollars paid this reporting period (including subcontractor); (7) Total payments (including sub-Contractor);(8) Predominant Federal Service Code (FSC) reflecting services provided by Contractor (and separate predominant FSC for each subcontractor if different); (9) Organizational title associated with the Unit Identification Code (UIC) for the Army Requiring Activity (the Army Requiring Activity is responsible for providing the Contractor with its UIC for the purposes of reporting this information); (10) Locations where Contractor and subcontractors perform the work (specified by zip code in the United States and nearest City, Country, when in an overseas location, using standardized nomenclature provided on website); (11) Presence of deployment or contingency contract language, and, (12) Number of Contractor and subcontractor employees deployed in theater this reporting period (by country).(13) As part of its submission, the Contractor will also provide the estimated total cost (if any) incurred to comply with this reporting requirement. Reporting period will be the period of performance not to exceed 12 months from the date of contract award, ending September 30 of each Government fiscal year and must be reported by 31 October of each calendar year. The Contractor shall notify the COR by the 5th working day of November whether or not they have completed this report. If the COR is unavailable, the Contractor will notify the KO.

8.2. The following information is provided for the Contractor’s use in completing the above report:

8.2.1. Predominant Federal Service Code: B550 (Special Studies/Analysis- Organization/Administrative/Personnel)

8.2.2. Unit Identification Code for the Army Requiring Activity: W0Q1AA (Madigan Army Medical Center)

8.2.3. Report Schedules are based on the Government’s Fiscal Year cycle, regardless of the contract period of performance cycle. This contract requires a final CMR report which does NOT align to the Fiscal Year, the final CMR report shall be due NLT 30 days after the performance period ends. If this contract is extended beyond the final CMR reporting period, the modification authorizing the extension will reflect the revised final CMR due date.

9 PERFORMANCE REQUIREMENT SUMMARY (PRS): The following performance objectives and measures will be used to evaluate Contractor performance and compliance under the contract. This information will be used to prepare annual past performance evaluations.

PERFORMANCE OBJECTIVE

STANDARD

Provide status updates, executive council and unrestricted access. Para 4.3

4.2

4.5

Grant access to database and provide question bank. Para 4.7

4.6 Access and questions received within 30 days of contract award.

4.8

10 The inspection and acceptance point for all services rendered under this contract will be Madigan Army Medical Center (MAMC), Fort Lewis, WA. Other performance evaluation factors will be monitored that are not quantified by numerical measurements, which include: Contractor relationship with hospital staff/Government contracting personnel; compliance with hospital policy and procedures.

(END OF PERFORMANCE WORK STATEMENT)