DIGITAL COMMUNICATIONS MANAGEMENT

REQUEST FOR INFORMATION (RFI) For Department of the Interior (DOI), Acquisition Services Directorate (AQD), Federal Consulting Group (FCG), Digital Communications Management Introduction: This Request for Information/Sources Sought (RFI) synopsis is a tool to perform market research for Department of Interior's requirement for Digital Communications Management. This is NOT a solicitation for proposals, proposal abstracts, or quotations. The purpose of this RFI is to obtain knowledge and information for project planning purposes and exploring alternative solutions. Sources Sought: The government is considering the capabilities of all size businesses to include small businesses and provided information to make a determination on the acquisition strategy. The selected North American Industry Classification System (NAICS) code is 518210 - Data Processing, Hosting and Related Services; however, respondents may propose a different NAICS with a succinct description of why that NAICS is more applicable. Objective: The objective of this procurement is to obtain a digital communications management platform. Effective digital communication is the ability to create persuasive communications in different media, be it websites, video, audio, text, mobile apps or animated multimedia. FCG intends to acquire a robust solution to continue to enhance the quantity and quality of features offered through digital subscription management services while reducing the overall cost to the Government. System functionality must include a website notification system to inform subscribers of content updates. The system shall allow for digital management that easily integrates with existing Federal websites, is intuitive, easy to use and manage, allows the agency to communicate proactively, effectively markets the website, and provides quality service to the public while minimizing paper distribution costs, inbound phone calls and staff administrative time. Description of Service: The scope of this acquisition includes a digital subscription as well as the technical, management, training, and administrative support activities for planning and delivering digital communications management services. The contractor shall be capable of supplying its services to over 100 Federal Agencies. THE SOLUTION MUST HAVE FEDERAL RISK AND AUTHORIZATION MANAGEMENT PROGRAM (FEDRAMP) CERTIFICATION. - In order to provide government with reduced cost and consistently relevant services, the single solution platform will include inherent support for the incorporation of new technologies, development of improved digital services, and strengthening of digital communications governance. - The type of services offered will be digital subscription management services that allow website visitors the chance to sign up for and receive e-mail from specific websites; and a marketing program to support the development and launch of campaigns that will increase information to the public through the use of all digital communication. Tasks: Task 1: Digital Subscription Management Service: The Contractor shall provide an integrated digital subscription management service that links to a variety of federal websites or web pages (no back-end database or server integration is permitted). The service will monitor for changes in website content and will send change notifications to subscribers by e-mail, mobile, text, app, social media, etc. when changes occur. The contractor shall provide change notification templates to communicate agency-specific messaging. - SignUp: The contractor's system shall provide a method for visitors to easily and rapidly sign up for specific subscriptions, categories, subcategories, or an entire list of available digital subscriptions. Prompt new website visitors to view list of all available digital subscriptions. - Provide subscribers with a web-based profile page where they can change their email address, add/subtract/change passwords, view all subscriptions or other profile information, and stop notifications during designated periods (e.g., vacations). Notification: The system shall automatically send digital messages notifying subscribers of content updates or changes. E-mail, mobile, text, app, social media, or other messages must be sent in accordance with the user profile. Examples would include real time, daily, weekly, quarterly or any variation the government has specified. Task 2: Provide a dashboard feature that can provide the following information: Administration: The system shall provide administrative features that allow the Government to easily create and manage a multi-level hierarchy of users across multiple websites; to selectively design and update subscriptions for different websites; to establish filters based on user preferences; and otherwise tune the system for the content delivered by individual websites. In the current environment there are 86 of these administrative dashboards. Analytics: The system must provide analytical features to stratify based on known data in the system or create random batches for testing such as A/B testing. The system must provide a tool for analysis of email open rates that are verifiable, including emails followed to destinations, video views, link follows, etc. In the current environment there are 86 of these analytic dashboards. Reporting: The system must provide standard and ad hoc on-demand reporting to enable the Government to appropriately fine tune its digital communications management approaches based on usage. The reporting tool must provide a method for comparing campaigns to determine success. The reporting must show the undelivered or rejected sends regardless of the method used. Scalability: The contractor shall provide a solution that monitors changes on an unlimited amount of website content so all digital communications options can be linked to content maintained on the agency-managed websites. Task 3: Digital Outreach Strategy: The contractor shall develop digital outreach strategies to foster a complementary approach and execution to audience engagement. The contractor shall create robust welcome campaigns for new subscribers and reengagement campaigns for existing subscribers in an effort to drive and achieve desired outcomes. - Conduct testing to maximize engagement and propel audiences to take desired actions, including activating awareness, promoting information and education, engaging with site pages, downloading tool kits, sharing messaging, etc. - Provide metric reports of engagement activity while providing strategic direction and guidance on ways to enhance and improve stakeholder engagement based on this data and industry best practices. Reports shall be based on regular monitoring, evaluation, and reporting of relevant metrics that may include campaign specific dashboards and testing analysis. - Provide digital outreach analysis and performance reports that track outreach growth, engagement, and other key metrics. Task 4: Support: The contractor shall provide additional training, account management, and technical and consultative solution support services as requested. These services are limited to direct support and management of the digital subscription and are only anticipated to be requested when the Government does not have sufficient resources to administer the messaging functions. The contractor shall provide a tiered subscription offering with the ability to track and report the number of emails, text messages, and other digital communications that are sent. The contractor shall provide help desk services and deliver monthly reports to FCG on the number of federal website customers accessing the help desk and the reason assistance was required. The contractor shall respond to requests for assistance from the Government within one (1) business day. A resolution to the request should be in process within three (3) business days, and resolved within seven (7) business days. If the resolution will take longer it must be elevated to the Contracting Officer. System Operations: - The system must offer any digital subscription or profile management features and templates from any agency-managed web page, through placement of link on the web page (or similarly equivalent functionality), without any other programming or installation of any software or hardware. - The system must offer templates with the agency websites look and feel for all digital subscription features (e.g., user sign-up, subscription confirmation, viewing of all subscription options, user profile management) without programming and without vendor branding. The templates should be changed periodically to reflect changes to the basic design look and feel of the government websites served. The contractor shall also provide a generic template. - The digital subscription management solution must be hosted in an environment with redundant connectivity and appropriate physical and electronic back-up systems. The contractor shall establish practices for protection of any connections between agency websites and the e-mail subscription management system consistent with all applicable Federal guidance and regulations. Transition: Transition In: The contractor shall provide a transition in plan that describes their plan for transitioning all subscriber data and functioning links from the previous digital management service provider with no interruption of service to Government clients. Transition Out: Prior to BPA order services ending, the contractor shall provide a transition out plan that describes the transition out services the contractor shall provide to ensure the government has all data related to digital subscriptions (subscriber profile information and subscription data) and is prepared for the transition by the end of the BPA order period of performance. Definitions: The following definitions are being provided to help define terms used within the SOW. Administrators: Administrators are one or more individuals from an agency who are given access to manage the agency's technical interactions with the contractor. Digital template: Templates for digital messages that automatically go out from the agency to subscribers. Subscriber: Each email address or digital mode registered for updates from an agency's website is considered a subscriber. Subscription: When a website visitor (e.g., a citizen) registers for digital updates from a government website the visitor selects one or more subscriptions. These subscriptions are the topics on which he or she wishes to receive a notification when new information is available. Subscription management: Subscription management is the process of collecting and managing the interests of users of a given website and automating the notification of registered website users (i.e., subscribers) when specific content of interest to them changes. It also includes the ability for subscribers to manage their own subscription profile and preferences online (rather than being on disparate - lists). Subscription option: A subscription option is a topic where an agency chooses to allow visitors to register for digital updates. Web template: Templates of the screens that an agency's website visitor sees when using the subscription links offered from the agency's website. Submission Instructions: The Government encourages all responsible businesses, including small businesses, to respond to this RFI. Those desiring to do business with the United States Government must be registered in the Government's System for Award Management located at https://www.sam.gov. Responding vendors shall provide a general capabilities statement that includes a description of their standard line(s) of business, information outlining their experience, and a technical narrative addressing the specific service requirements/tasks. In addition to the general capabilities statement and specific technical information, vendors shall provide the following information with their submissions: - Your statement of capabilities must include, as a minimum, the following items: name and address of the firm; size standard ownership; year firm established; names of two principals to contact, including title and phone number; company profile to include number of employees, annual revenue history; office locations; DUNS number; and CAGE code. - Submissions should include sufficient evidence to clearly demonstrate the vendor's capability to satisfy the requirements outlined herein. - If applicable a list of the company's existing Government-wide vehicle (such as a blanket purchase agreement), General Services Administration Schedule, Government Wide Acquisition Contract from which the company's services are available; - Submissions should be in a Microsoft Office compatible format (i.e., Microsoft Word, PowerPoint, Excel, etc.) or Adobe Acrobat (not to exceed 10 pages) and not contain text smaller than 11 font. The maximum file size of the submission shall not exceed 8 MB. Tables, graphs, etc. will count against the total page count. Font size smaller than 11 may be used to label tables and graphs, but may not be smaller than 8 font. All data received in response to this Sources Sought Notice that are marked or designated as corporate or proprietary information will be fully protected from release outside the Evaluation Panel. - The company's anticipated teaming arrangements with other vendors if applicable. - Include pertinent information for on-going contracts completed within the last five years and identify any that were under NAICS code 518210. Pertinent information is: name of contracting activity; contract number; contract type; period of performance, total contract value, and total dollar value under the contract that the firm was actually responsible for under this NAICS code; contracting officer's name and current telephone number, and contracting officer's technical representative (name and current telephone number). As part of the RFI response, vendors are encouraged to provide the Government access to demonstration models and/or simulation models of their product, informational product material or links to the same, accessible training videos or other media demonstrating the capabilities of their product. Any access granted or materials provided shall be at no cost to the Government. The capability package must be clear, concise, complete and submitted to the buying office and contracting officer listed no later than COB October 15, 2018. Potential offerors are encouraged to submit information as soon as possible due to time constraints on this upcoming procurement. Disclaimer DISCLAIMER: THIS RFI IS NOT A REQUEST FOR PROPOSAL (RFP) AND IS NOT TO BE CONSTRUED AS A COMMITMENT BY THE GOVERNMENT TO ISSUE A SOLICITATION OR ULTIMATELY AWARD A CONTRACT. RESPONSES WILL NOT BE CONSIDERED AS PROPOSALS NOR WILL ANY AWARD BE MADE AS A RESULT OF THIS SYNOPSIS. This notice does not obligate the Government to award a contract or otherwise pay for the information provided in response. The Government reserves the right to use information provided by respondents for any purpose deemed necessary and legally appropriate. Any organization responding to this notice should ensure that its response is complete and sufficiently detailed. Information provided will be used to assess tradeoffs and alternatives available for the potential requirement and may lead to the development of a solicitation. Respondents are advised that the Government is under no obligation to acknowledge receipt of the information received or provide feedback to respondents with respect to any information submitted. Any solicitation resulting from the analysis of information obtained will be announced as required under the FAR section used for this procurement. However, responses to this notice will not be considered adequate responses to a solicitation All information contained in the RFI is preliminary as well as subject to modification and is in no way binding on the Government. FAR clause 52.215-3, Request for Information or Solicitation for Planning Purposes is incorporated by reference in this RFI. The Government does not intend to pay for information received in response to this RFI. Responders to this invitation are solely responsible for all expenses associated with responding to this RFI. This RFI will be the basis for collecting information on services available. This RFI is issued solely for information and planning purposes and does not constitute a solicitation. Responses to the RFI will not be returned nor will receipt be confirmed. In accordance with FAR 15.201(e), responses to this RFI are not offers and cannot be accepted by the Government to form a binding contract. No proprietary, classified, confidential, or sensitive information should be included in your response. The Government reserves the right to use any non-proprietary technical information in any resultant solicitation(s). No telephone BPAs will be accepted requesting a bid package or solicitation. There is no bid package or solicitation. In order to protect the procurement integrity of any future procurement, if any, that may arise from this announcement, information regarding technical point of contact will not be given and no appointments for presentations will be made Questions may be submitted up to the date and time for responses. Points of Contact (All Emails should - Digital Communications Management in the subject line.) The points of contact for this RFI are: Contracting Officer: Ryan Pregot Acquisition Services Directorate Interior Business Center U.S. Department of the Interior contact@example.gov Contract Specialist: Christopher Tulowitzky Acquisition Services Directorate Interior Business Center U.S. Department of the Interior contact@example.gov