SECTION 1 – SUPPLIES OR SERVICES AND PRICE COSTS
1.1. TASK ORDER TYPE
This is a Labor Hour Order.
1.2. SERVICES AND SUPPLIES
The required services of the Performance Work Statement (PWS) shall be provided in
accordance with the requirements specified in Section 2 of the IDIQ contract and this Task
Order. The Contractor shall not begin performance prior to the issuance of a Task Order.
1.3. PRICE/COSTS
The labor mix and level of effort specified in the Contractor’s quote and incorporated into
this Order are for estimation purposes. The Contractor may re-allocate, with prior written
approval from the Contracting Officer’s Representative (COR), the number of hours, by
labor category, to effectively manage the project, provided the total funded labor cost and
total Contracting Officer (CO) approved labor hours are not exceeded. Any additional labor
categories or increases to the total approved labor hours or ceiling prices shall be approved
by the CO and added to the Order by modification.
The labor categories, rates, total number of hours, and ceiling price under this Order are
stated below [TBD at time of award].
CLIN 0001: Labor
Period of Performance: 12-months from date of award
CLIN Labor Category Hours Rate Total
TBD TBD TBD TBD TBD
TBD TBD TBD TBD TBD
TBD TBD TBD TBD TBD
TBD TBD TBD TBD TBD
TBD TBD TBD TBD TBD
TBD TBD TBD TBD TBD
TBD TBD TBD TBD TBD
TBD TBD TBD TBD TBD
Grand Total
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SECTION 2 – DESCRIPTION/SPECIFICATIONS/PERFORMANCE WORK
STATEMENT
2.1 GENERAL / BACKGROUND
The United States (U.S.) Small Business Administration (SBA) is looking to comply with the
Office of Management and Budget (OMB) guidance set under OMB’s Circular A-11 Section
280 to help federal agencies manage the customer experience (CX) and improve service
delivery to organizations identified as a High Impact Service Provider (HISP). While only
the SBA’s Office of Field Operations (OFO) was identified as a HISP, the SBA would like to
enhance the overall Agency’s CX and capabilities and establish itself as a more CX-mindful
culture.
CX refers to a combination of factors that result from touchpoints between an individual,
business, or organization and the Federal Government over the duration of an interaction and
relationship. These factors include ease/simplicity, efficiency/speed, and equity/transparency
of the process, quality of the service itself, and the helpfulness of service delivery employees.
Similar to their application in the private sector, these factors can drive the overall
satisfaction and confidence/trust with the program, agency, and the government at large.
This is a non-personal services contract to provide general management consulting services
to help manage the customer experience and improve service delivery. The Government shall
not exercise any supervision or control over the individuals performing the services herein.
Such individuals shall be accountable solely to the Contractor, who in turn is responsible to
the Government.
2.2 SCOPE
The intent of this acquisition is to examine as many of the SBA’s contracting assistance
programs that time permits and develop and implement processes to improve CXs. The
contracting assistance programs include:
• The 8(a) Business Development Program
• The HUBZone Program
• The Women-Owned Small Business Federal Contracting Program
• The Service-Disabled Veteran-Owned Small Business Program
• The All Small Mentor-Protégé Program
The customer journey map exercise will help the SBA understand and improve the customer
experience for both internal (employee) and external (public) customers and see how
customers move through its Government Contracts and Business Development (GCBD)
funnel. The map should tell a story by giving an overview of the entire customer experience--
Therefore, the Contractor will be examining internal processes, regulations, Information
Technology (IT) systems, and other items to help the SBA identify gaps and points in the
customer experience that are disjointed or painful. The end results will then be used as a road
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map for improvement which may take the form of new processes, training tools, better
communication and marketing, and enhanced IT systems.
2.3 DESCRIPTION OF SERVICES / OBJECTIVES
Generate current and future journey maps. Journey maps are necessary to document and
examine the current and future end state of the CX journey. They should represent the
experiences of key stakeholders and distinguish both the front and backstage actors
(participants), the emotional state, and “moments of truth” through the end to end process,
including pain points and technical issues.
2.3.1 Project Planning and Problem Framing
Developing and documenting an approach that will lead to a common understanding of
root problems, scope, and the context for change is instrumental to the success of the
CX project. This includes defining and determining the most feasible and impactful
areas of the customer journey map project and developing project plans and insights
from customers.
Deliverables
Project Plan
Gantt Chart
Stakeholder Analysis/Map
Data Audit Insights Report
2.3.2 Internal Communications
Key stakeholders should be updated throughout the project and upon completion of
select milestones/deliverables.
Deliverables
Internal Communication Plan
Audience Profiles/Personas
2.3.3 Research and Synthesizing
Research will be necessary to better understand the needs, insights, and experiences of
key stakeholders. This includes performing a root cause analysis and examining
stakeholder journeys based on framing workshop results.
Deliverables
Research Plan
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Monthly/Final Research Report (to include updated/recommended performance
metrics)
Interviewee Recruitment Plan
Current and Future Journey Maps
Raw Data
CX Surveys (separate from research surveys included in the research plan and may
include ACSI/NPS metrics)
Recommendations/Updates to SOPs and Desk Guides
2.3.4 Prioritization and Planning
Prioritizing identified recommendations using an impact-effort matrix are necessary to
explain potential next phases of work and frame proposed interventions within context.
Deliverables
Prioritization Report
2.3.5 Implementation
Throughout the project, recommendations will be made and implemented to help
improve the customer experience.
Deliverables
Updated SOP
Updated Desk Guides
2.4 MEETINGS AND CONFERENCES
The Contractor agrees to attend any post award conference convened by the contracting
activity or contract administration office in accordance with Federal Acquisition
Regulation Subpart 42.5. The Contracting Officer, Contracting Officers Representative
(COR), and other Government personnel, as appropriate, may meet periodically with the
Contractor to review the contractor's performance. At these meetings the Contracting
Officer will apprise the Contractor of how the Government views the Contractor's
performance and the Contractor will apprise the Government of problems, if any, that are
being experienced. Appropriate action shall be taken to resolve outstanding issues. These
meetings shall be at no additional cost to the government.
2.5 RECOGNIZED HOLIDAYS
New Year’s Day Labor Day
Martin Luther King Jr’s Birthday Columbus Day
President’s Day Veteran’s Day
Memorial Day Thanksgiving Day
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Independence Day Christmas Day
2.6 HOURS OF OPERATION
The Contractor is responsible for conducting business, between the hours of 9 a.m. through
6 p.m. EST Monday thru Friday except Federal holidays or when Government facilities are
closed due to local or national emergencies, administrative closings, or similar Government
directed facility closings. The Contractor must, at all times, maintain an adequate
workforce for the uninterrupted performance of all tasks defined within this PWS when the
Government facility is not closed for the aforementioned reasons. When hiring personnel,
the Contractor shall keep in mind that the stability and continuity of the workforce are
essential.
2.7 PERIOD OF PERFORMANCE
The Order’s period of performance is 12-months but includes the option to extend the
period of performance up to six (6) months, in accordance with FAR 52.217-8.
Performance is anticipated to commence upon award.
SECTION 6 – CONTRACT ADMINISTRATION DATA
6.1 CONTRACTING OFFICER’S REPRESENTATIVE (COR)
The Contracting Officer’s Representative (COR) for this requirement will be [to be
completed at time of award]:
POC Name, Title
Company Name
Address 1
Address 2
City, State Zip Code
Phone: (xxx) xxx-xxxx
Email: email address
6.2 CONTRACTOR’S PROGRAM MANAGER
The Contractor’s Program Manager will be [to be completed at time of award]:
POC Name, Title
Company Name
Address 1
Address 2
City, State Zip Code
Phone: (xxx) xxx-xxxx
Email: email address
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