Warrior Care Program Support

SEE ATTACHMENT FOR REVISED RFI DETAILS. Changes are highlighted yellow. 1.0 PURPOSE This Request for Information (RFI) is issued by the Defense Health Agency (DHA), Directorate of Procurement (DOP) Activity, Acquisition Management and Support (AM&S), Contract Operations Division - Falls Church (COD-FC) to conduct market research on the industry's capabilities to perform a broad range of services for the Warrior Care Program. The contractor shall provide services for program management and administrative support of the seven programs within the Warrior Care Program. There is also an optional task associated with support of the Warrior Games. Tasks include, but not limited to, the following: Customer Service Documentation including Policy and Standard Operating Procedures Congress, Other Agencies and Private Industry Liaison and Communications Training: Materials Development & Instruction, both Online and Classroom Strategic Planning, Research and Analysis Web & Creative Service Help Desk, IV&V and GAT Administrative Services 2.0 BACKGROUND Department of Defense, Defense Health Agency, Warrior Care Program provides comprehensive resources that assist recovering and transitioning military Service members and military families to meet their needs and achieve their goals. These programs include: The Recovery Coordination Program (RCP), Operation Warfighter (OWF), Military Adaptive Sports Program (MASP), Education and Employment Initiative (E2I), Disability Evaluation System (DES), National Resource Directory (NRD), and United States/United Kingdom Task Force (US/UK TF). Programs are defined at http://warriorcare.dodlive.mil/ The DHA Warrior Care Program is responsible for providing services under all of the programs. Contractor staffed offices provide support to Wounded, Ill and Injured Service members including enrolling them in various programs. The Contractor shall develop and distribute marketing, educational media and training related to those programs. The Contractor shall be responsible for maintaining, updating and providing Quality Assurance for a number of computer programs used by the Warrior Care Program including those associated with the Disability Evaluation System (DES). 3.0 SCOPE The program supports recovering and transitioning military Service members and families. The Contractor shall provide staffing for a large number of offices both CONUS and OCONUS (Alaska, Hawaii, Germany and potentially Japan). These offices provide information and support in registering Wounded, Ill and Injured Service members into the various programs as well as enlisting government offices, educational institutions and private industry in supporting the programs. All communications products and training produced under this program will present a uniform Warrior Care Program message, to ensure accuracy and consistency in the presentation of program information and provide a positive image. The Contractor shall develop strategies and tactics that provide the maximum use of Internet capabilities, social media, video (podcast, streaming video, web casting, video conferencing, etc.) and other web capabilities and activities. The field offices are supported by a central office maintaining and updating computer programs and ensuring policy and procedure oversight. 4.0 GENERAL INFORMATION THIS IS A REQUEST FOR INFORMATION (RFI) ONLY. i. This RFI is issued solely for information and planning purposes - it does not constitute a solicitation nor does it restrict the Government as to the ultimate acquisition approach. ii. In accordance with FAR 15.201(e), responses to this notice are not offers and cannot be accepted by the Government to form a binding contract. iii. Any contract that might be awarded based on information received or derived from this market research will be the outcome of a competitive process. iv. Responders are advised that the U.S. Government will not pay for any information or administrative costs incurred in response to this RFI. v. All costs associated with responding to this RFI will be solely at the interested vendor's expense. vi. Not responding to this RFI does not preclude participation in any future Request for Proposal (RFP), if any is issued. a) North American Industrial Classification (NAICS): 541611. b) The Page limit for responses is 20 pages or less. (Page count shall include cover page, title pages, and table of contents). c) RFI will be posted for a period of twelve (12) days. d) Primary location will be - Warrior Care Program, Defense Health Agency (DHA) in Crystal City, VA with business hours established as EDT. Additional locations include the vendor's facility, as many as 75 locations within CONUS plus Alaska, Hawaii, Germany and a potential future office in Japan. 5.0 HOW TO RESPOND The formal closing date/time for RFI response submissions is Monday, July 13, 2015 at 10:00 AM ET. All responses should be submitted electronically using PDF, HTML, MS Word or PowerPoint formats with subject "Management, Training and Communications Support Services", Warrior Care Program DHA" to the following Email addresses: Rhonda.m.hammonds.civ@mail.mil , Robert.e.leblanc.civ@mail.mil ***Total e-mail file limit size is restricted to 5MB. Files exceeding this threshold must be submitted over multiple Email messages, and be identified as "Email #x of #y". 6.0 RESPONDENT INFORMATION The response to this RFI should include the vendor's current capabilities, its potential solutions and business size (e.g. Large Business, Small Business, 8(a)). Please specifically address the following requests/questions: Introduction This requirement is for an organization to bring a highly developed and skilled team to successfully accomplish the mission as defined by the organization requirements. Define the corporate culture of your organization with the ability to meet the requirements specified. Define the breadth and depth of the organization in bringing experienced Customer service, communications, Information Technology and support professionals to meet the needs of this requirement. Customer Service Describe experience and quality oversight in providing customer support services to a large number of clients in a variety of programs at a number of locations. Contractor employees will be responsible for interacting with Service members, their family members and caregivers to identify their needs, enroll them in appropriate programs and support them as necessary throughout their eligibility in the Warrior Care Program. Policies and Procedures Describe experience and timeliness in developing/updating policies and procedures at various levels along with the distribution of policies and procedures to include posting using various electronic means as well as briefing high level management. Communication and Education Describe experience creating, designing, and distributing information to explain numerous programs. Please provide documentation to demonstrate that products were created with a predetermined goal and validated impact. Describe experience and scope associated with developing and managing training, recognizing the need to create or update content based on policy research and understanding on an ongoing basis to ensure accuracy and timely delivery of program information and adherence to Department of Defense online training requirements [e.g. Share Content Object Reference Model (SCORM), compliant with Section 508 of the Rehabilitation Act] while supporting administrative processes for course registration, tracking, and completion. The respondent should show its ability to create print ready copy and mobile content, and interactive online content, as well as creating and hosting online, webinar- and seminar-based training. Web Services Describe experience managing multiple types of web content for public-facing, enterprise websites covering a complex government program, and how the respondent has integrated external web experience and content with other Internet-based capabilities (social media, extranets, intranets, mobile applications, etc.) Describe experience reviewing and making communication products compliant with Federal law and Department of Defense policy, specifically work ensuring products are compliant with Section 508 of the Rehabilitation Act, Public Law 111-274, guidance for Internet Based Capabilities governed by DoD Instruction 8550.01, plain language requirements in DoD Instruction 5025.13, and executing the processes for review of information for public release governed by DoD Instruction 5230.29. Describe experience in identifying functional/technical requirements and designing/implementing needed business support for Department of Defense systems, identifying existing IT and process tools that can assist WCP in meeting its goals and objectives. Describe how these tools would support current and future business operations, strategic communication, and other needs. Program Management Does your organization currently possess all of the skills to successfully provide all of the services and products described in the previous questions and has that experience been demonstrated and executed in the last three years? If you don't possess all of the skills and experience to perform the previously described tasks, do you have similar experience and if so, how would you justify that it is sufficient to successfully provide the contracted services? Please specify if you have the full capability to fulfill requirements of this RFI in its entirety. If not, specify the prime vendor responsibilities and what partner vendor responsibilities are planned. Describe your experience interacting with senior levels of federal government? What were the levels of the leaders you interacted with on a regular and ongoing basis? Please describe experience in support to military Service members, their families and caregivers. What schedules do you provide these services under, i.e., General Services Administration (GSA), National Institutes of Health (NIH), etc.? Please specify the schedule period of performance, schedule number, schedule type, item number, item type, and any other information pertinent to identify these services in a schedule contract. This notice is not a Request for Proposals (RFP). This is a Request for Information (RFI). In the event that DHA determines to proceed with and publish an RFP, it will be predicated on the results of this market research. Place of Performance for the Requirement: Defense Health Agency (DHA), Acquisition Management and Support (AM&S) 7700 Arlington Blvd., Falls Church, Virginia 22042, United States Is this package sensitive/secure? No