SOURCES SOUGHT
R -- Case Management System - Attachment A
- Notice Date
- 6/2/2015
- Notice Type
- Sources Sought
- NAICS
- 541512
— Computer Systems Design Services
- Contracting Office
- National Archives and Records Administration, NAA, Acquisitions Division, 8601 Adelphi Road, Room 3340, College Park, Maryland, 20740-6001, United States
- ZIP Code
- 20740-6001
- Solicitation Number
- NAR-15-RFI-0001
- Archive Date
- 9/30/2015
- Point of Contact
- Jean-Claude Amisial, Phone: 3018370521, Jean-Claude Amisial, Phone: 301-837-0521
- E-Mail Address
-
jean-claude.amisial@nara.gov, jean-claude.amisial@nara.gov
(jean-claude.amisial@nara.gov, jean-claude.amisial@nara.gov)
- Small Business Set-Aside
- N/A
- Description
- Attachment A - Example of a Case Management System 1. DESCRIPTION 1.1 The National Archives and Records Administration is seeking information from interested contractors with the capability to develop a dynamic case management system for the migration of existing processes associated with NARA's case tracking systems into a cloud based Software-as-a-Service (SaaS) system. If selected, the contractors will be required to travel at the NARA Archives II facility in College Park, Maryland for the presentation and demonstration of their case management system. The contractor should also be able to provide online access to their Case Management COTS products thereby reducing travel expenses. Travel cost will be at the contractor's expense and will not be reimbursed by the Government. 1.2 THIS IS A REQUEST FOR INFORMATION (RFI) ONLY. This RFI is issued solely for information and planning purposes - it does not constitute a Request for Proposal (RFP) or a promise to issue an RFP in the future. This request for information does not commit the Government to contract for any supply or service whatsoever. Further, NARA is not at this time seeking proposals and will not accept unsolicited proposals. Respondees are advised that the U.S. Government will not pay for any information or administrative costs incurred in response to this RFI; all costs associated with responding to this RFI will be solely at the interested party's expense. Not responding to this RFI does not preclude participation in any future RFP, if any is issued. If a solicitation is released, it will be synopsized on the Federal Business Opportunities (FedBizOpps) website. It is the responsibility of the potential offerors to monitor these sites for additional information pertaining to this requirement. 2. BACKGROUND The National Archives and Records Administration's (NARA) core mission is making the records of the U.S. Government available to the public. As stated in the NARA Strategic Plan, the "traditional archival techniques of managing, preserving, providing access to, and interacting with these Federal records and artifacts will be adapted to new types of records, users, and technologies." To foster these goals, NARA has identified various service areas that will be enhanced through the implementation of a dynamic case management system in the following business areas of NARA: • NARA Agency Services o Office of the Chief Records Officer o Federal Records Center Program o Information Security Oversight Office • NARA Research Services • Office of Human Capital • Office of Equal Employment Opportunity Programs • Office of Information Services • Office of Strategy and Communications, Partnerships Division • Office of Government Information Services • National Personnel Record Center Each of the lines of business must manage the intake and resolution of service requests and inquiries from customers. The various types of service requests and inquiries for each line of business can also be considered "case types". Examples of cases include: • Responding to an equal employment opportunity complaint, a "case" for the Office of Equal Employment Office Programs; • Determining a disciplinary action, a "case" for the Employee Relations function in the Office of Human Resources; • Responding to a grievance and/or a dispute, a "case" for the Labor Relations function in the Office of Human Resources; • Managing a worker's compensation claim, a "case" for the Office of Human Resources - Workers Compensation; and • Tracking a researcher's recommendations and incident feedback, a "case" for the Agency Services and Research Services programs, where applicable. NARA currently uses a variety of manual and automated tools to manage the resolution of service requests and inquiries. For example, NARA utilizes multiple instances of software for managing EEO cases, Employee and Labor Relations cases, and Alternative Dispute Resolution cases. The installation, maintenance, and operation of multiple instances of software are not an efficient use of technical resources. It is anticipated that the consolidation of the multiple instances will result in a more efficient use of technology resources and will result in cost savings due to volume pricing. The effort required to manage the certification and accreditation process for the systems will be significantly reduced, and will also result in cost savings. In addition, the consolidation of the multiple instances will enable more efficient integration of data and will improve the transparency and accountability of the organization. 3. OBJECTIVE The ultimate objective is to procure a dynamic case management alternative that migrate the existing processes associated with existing case tracking systems into a cloud based Software-as-a-Service (SaaS) system. This system should easily be able to integrate the various high-level use cases that are currently being implemented throughout NARA. 4. TYPE OF CONTRACT Potential contract types include the following: • Blanket Purchase Agreement (BPA) • Indefinite delivery/indefinite quantity (IDIQ), single or multiple award; with the flexibility for firm fixed price, labor hour, or performance based task orders. 5. SCOPE OF WORK 5.1 Functional Requirements The minimum requirements include, but are not limited to, the following: • Scale to support all Human Resource Lines of Business; • Manage all Human Capital service requests and inquiries - support multiple channels: telephone calls, voice mail, electronic mail, electronic forms, facsimile, postal mail, and online chat; • Provide customers an interface for Self-Service - submit service requests and obtain status for Research Services and Agency Services; • Notify customers that a service request or inquiry has been received for Research Services and Agency Services; • Categorize, Prioritize, Assign, and Route Incidents for Resolution; • Record Actions Taken to Resolve Incidents; • Notify Customers that a Service Request or Inquiry has been Resolved; • Send a Customer Satisfaction Survey; • Generate Role-Based Dashboards and Reports - monitor key performance indicators and workload, produce mandatory reports; • Integrate with Key Systems - interface with messaging systems, personnel and payroll systems, records management systems, business intelligence systems; • Protect Privacy - implement role based security based on the need to know; • Support Electronic Forms - support the completion, submission, and approval of forms; • Manage Documents - support the association of electronic documents with cases; • Implement Digital Signatures - support the use of electronic signatures for messages and documents, where applicable; and • Implement Single-Sign-On - support required authentication mechanism and configuration according to NARA's policies. • Implement Multiple-Factor Authentication - support required use of standardized credentials [Personal Identity Verification (PIV)] for authentication [HSPD-12 and OMB M-11-11] according to NARA and federal guidelines. 5.2 Configuration Requirements The contractor shall conform to the Information Technology Infrastructure Library (ITIL) approach for IT service management. The software shall provide the capability to be configured by the customer to manage any case type. The customer shall be able to configure the system without extensive customization and with limited support from the contractor. Configuration includes the definition of data, processes, business rules, workflows, notifications, forms, reports, and dashboards for the various case types. Examples of case types include, but are not limited to the following: • Equal Employment Opportunity (EEO) • Employee Relations (ER) • Labor Relations (LR) • Alternative Dispute Resolution (ADR) • Workers Compensation (WC) • Regulatory Initiatives • Human Resources Performance Evaluation • Tracking and management tool for all interactions with federal agency customers 5.3 Interface Requirements The software shall interface with key systems throughout NARA. Examples of data sources / targets that need to be integrated into the case management solution include, but are not limited to the following: • Google Mail, Microsoft Exchange, NARA Internal Collaboration Network (ICN) - provide interfaces to lookup contacts in the directory, manage chat sessions, and send email messages; • NARA Business Support System (BSS) - provide an interface to load employee data and manage business support systems; • NARA Electronic Records Systems - provide interfaces to extract, transform, and load case data associated with Electronic Records Systems; • NARA Non-Electronic Records Systems - provide interfaces to extract, transform, and load case data associated with Non-Electronic Records Systems; • NARA Regulatory Systems - provide interfaces to extract, transform, and load case data associated with Regulatory Systems, such as e-Docs and E-Rulemaking; • NARA Payroll/Personnel System (PPS) - provide an interface to load employee data each pay period; • NARA Equal Employment Opportunity (EEO) - provide interfaces to extract, transform, and load case data associated with the federal guidelines by the Equal Employment Opportunity Commission and for the NARA EEO offices. 5.4 Data Migration Requirements The Case Management system must provide the ability to migrate data from existing case tracking systems into the software, including the import of data from common external sources and formats such as Access, Excel, open database connectivity (ODBC), structured query language (SQL), extensible markup language (XML), and delimited text, etc. 5.5 Section 508 Requirements Any/all electronic and information technology (EIT) must meet the applicable accessibility standards at 36 CFR 1194. 36 CFR 1194 implements Section 508 of the Rehabilitation Act of 1973, as amended, and is viewable at http://www.section508.gov. The Standards apply to the following:  Software Applications and Operating Systems  Web-based Information or Applications  Telecommunication Products  Video and Multimedia Products  Self-Contained, Closed Products (e.g., Information Kiosks, Calculators, and Fax Machines)  Desktop and Portable Computers 5.6 Security Requirements All cloud-based solutions proposed must be (or be in the process of being) certified under the Federal Risk and Authorization Management Program (FEDRAMP) authorization, have been previously Certified and Accredited (C&A), and/or granted Authority to Operate (ATO) by at least one federal customer as a FEDRAMP-certified system. 5.7 Records Management Requirements The Case Management system shall allow for the identification of Federal Records based on Agency specified records schedules. The Agency shall be able to dispose of temporary records contained in the system by deleting or purging records in accordance with a specified disposition period. For Agency identified permanent records maintained in the system, the Agency shall be able to export the records on a specified, regular schedule in a non-proprietary format which contains the associated metadata as well. It is preferable that the identification, management, and disposition of Federal records be automated and occurs with minimal intervention by a system administrator. End-users shall not be expected to manage individual files or records in the system. Any federal records and accompanying metadata are the property of the US Government and therefore must be provided to the agency upon termination of the contract with sufficient technical documentation to permit understanding and use of the records and data. 6. DEMONSTRATIONS This RFI is seeking information regarding COTS products only. Depending on the responses received, NARA may in the future request demonstrations of some or all of the COTS products identified in the responses received. Such demonstrations may include live presentations and/or providing short-term test licenses to permit NARA users to use the COTS products in a "sandbox" to allow full application, workflow and report generation testing to support NARA's market research and early business need's development related to case management products. If requested, the contractor shall provide an Administrator Manual and a User Manual for the software provided in response to the RFI. 7. RESPONSES Interested parties are requested to respond to this RFI with a white paper describing the management products solution(s). Attachment "A" is provided as a sample of the set of functionality NARA plan to implement if it is determined that a viable solution is available. 7.1 FORMAT OF RFI ANSWER SUBMISSION All interested contractors must respond to this RFI using reference number NAMA-15-RFI-0001, and must provide, the name of the firm, point of contact with phone number, and email address. The NAICS code is 541512, Computer Systems Design Services, with a value of $25 million). Sample Use Cases may be provided in support of your white paper. Small business firms responding to this synopsis must state that they are a small business based on the size standard above and state if they are small disadvantaged, woman-owned business, or 8(a). This is not a Request for Quote. This synopsis is for information gathering and planning purposes only and does not commit the Government to pay for the information requested, issue a solicitation, or award a contract. No proprietary, classified, confidential, or sensitive information should be included in your response to this RFI. The Government reserves the right to use any information provided by respondents for any purpose deemed necessary and legally appropriate, including using technical information provided by respondents in any resultant solicitation. All interested firms must submit their complete response, not to exceed 20 single sided pages in Word 2007, to the attention of Mr. Jean-Claude Amisial (jean-claude.amisial@nara.gov) no later than 3:00 PM EDT on July 1, 2015. The file size limitation for e-mail is 3 megabytes. Responses to this RFI must include answers to the following questionnaire. The information supplied in this questionnaire will allow NARA to better finalize the acquisition strategy plan for a possible resultant procurement. Market Research Questionnaire Company Name: _________________________________ Contact Name: ___________________________________ Position: ________________________________________ Telephone: ______________________________________ E-mail: _________________________________________ Company URL: __________________________________ Business Classification and Socio-Economic Status: Please check all that apply. • Large • Small • 8(a) • Women Owned • Hub-Zone • SDB • Service-Disabled Veteran Owned Contract Vehicles you currently hold: Please check all that apply and list all contracts related to case management system. • GSA IT Schedule 70 - Contract No. __________________________________________________ • GWACs/MACs Contract No. _______________________________________________________ • Other CONTRACTS: ______________________________________________________________ 7.2 INFORMATION/QUESTIONS: 1. Provide information regarding how a customer would configure your solution for additional case types and workflows including data, processes, business rules, notifications, forms, reports, and dashboards. 2. Provide information regarding your products and services. Provide the roadmap for your solution including enhancements and the release schedule. Provide information regarding your change control process and how customers influence the future development of your solution. 3. Please suggest evaluation factors that you think would be especially helpful for NARA to use when assessing whether Offerors/Vendors that may have the requisite skills, experience, and capability in case management. 4. What information should the government provide to enable you to provide a firm fixed price for overall contract program management and contract transition services? 5. Describe how your solution could interact with existing and future case management services. 8.0 DISCLAIMER This Request for Information is issued solely for information and planning purposes and does not constitute a solicitation. Responses to this notice are not offers and cannot be accepted by the Government to form a binding contract. Respondents are solely responsible for all expenses associated with responding to this RFI. Responses to this RFI will not be returned. Respondents will not be notified of the result of the review. All information received in response to this RFI, that is marked proprietary, will be handled accordingly. The responses provided will be used in the acquisition planning process for IT support services.
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/NARA/NAA/AC/NAR-15-RFI-0001/listing.html)
- Place of Performance
- Address: 8601 Adelphi Road, College Park, Maryland, 20740, United States
- Zip Code: 20740
- Zip Code: 20740
- Record
- SN03750669-W 20150604/150602235546-ffb58afaf6a697f2e8c58156b5480144 (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
(may not be valid after Archive Date)
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