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									     STATEMENT OF WORK



       FOR THE REGION 3



INFORMATION SERVICES FUNCTIONS



      IN PHILADELPHIA, PA.
A.   PERIOD OF PERFORMANCE .......................................................................................... 3
B.   TASK ORDER KEY PERSONNEL ................................................................................... 3
C.   BACKGROUND..................................................................................................................... 3
D.   TASK 1: RESPOND TO INFORMATION REQUESTS/RESEARCH ....................... 5
E.   TASK 2: COLLECTIONS/FILES .............................................................................. 6
F.   TASK 3:   ORGANIZE INFORMATION RESOURCES............................................. 8
G.   TASK 4: CIRCULATION/TRACKING ....................................................................... 9
H.   TASK 5: MANAGE AND OPERATE ONSITE LOCATION ...................................... 10
I.   TASK 6: ELECTRONIC SERVICES ....................................................................... 10
J.   TASK 7: TRAIN CUSTOMERS ................................................................................. 11
K.   TASK 8: INTERLIBRARY LOAN (ILL)/DOCUMENT DELIVERY SERVICES
     11
L.   TASK 9: OUTREACH/AWARENESS AND PROMOTION ........................................ 12
M.   TASK 10: TECHNICAL ANALYSIS AND EVALUATION ................................... 12
N.   TASK 11: EPA LIBRARY NETWORK AND ENHANCEMENT ACTIVITIES .... 13
O.   TASK 12: REPORTING REQUIREMENTS .............................................................. 13
P.   TASK 13: IT SYSTEMS MANAGEMENT AND EQUIPMENT ................................. 13
Q.   PERFORMANCE STANDARDS ........................................................................................ 14




                                                               2
A.   PERIOD OF PERFORMANCE

                          Start Date         End Date
     Base Period:         TO Award           12 months   after   TO award
     Option Period   1:   Option Exercise    12 months   after   Option Exercise
     Option Period   2:   Option Exercise    12 months   after   Option Exercise
     Option Period   3:   Option Exercise    12 months   after   Option Exercise
     Option Period   4:   Option Exercise    12 months   after   Option Exercise


B.   TASK ORDER KEY PERSONNEL

            Task Order Contracting Officer Representative (TOCOR):          TBD
            Address:    TBD
            Phone:      TBD
            Fax:        TBD
            Email:      TBD

            Alternate TOCOR (ATOCOR):       TBD
            Address:    TBD
            Phone:      TBD
            Fax:        TBD
            Email:      TBD


C.   BACKGROUND

      1.    This Statement of Work provides for operation of the following
Region 3 information functions:

            a.    Land and Chemicals Division Records Center
            b.    Customer Service Hotline (CSH)
            c.    Region 3 Library

This Statement of Work also provides for supplementary support for the
Environmental Science Center Library at Ft. Meade, MD (Ft. Meade Library).


      2.    The Region III Land and Chemicals Division (LCD) will use
contractor’s services to operate its Records Center, to manage its files and
to support the Records Center’s Document Control System. The LCD Records
Center maintains hard copy records for the following regulatory programs:

            a.    Resource Conservation and Recovery Act (RCRA) Subtitle C
                  and Subtitle I;
            b.    Federal Insecticide, Fungicide, and Rodenticide Act
                  (FIFRA);
            c.    Asbestos Hazard Emergency Response Act (AHERA);
            d.    Toxic Substance Control Act (TSCA);
            e.    Emergency Planning and Community Right-to-Know Act (EPCRA);
            and
            f.    Lead.

The LCD Records Center provides EPA staff and the general public with access
                                        3
to facility-specific operations and enforcement records. Currently, the LCD
Records Center has an established filing system and filing structure for RCRA
Subtitle C and Subtitle I documents. There is no established filing
structure yet for the documents of the other LCD (non-RCRA) programs;
however, there are spreadsheet inventories for most of the non-RCRA
documents. A Senior Environmental Employment (SEE) Program staff person also
provides support for the LCD files. The handling of Confidential Business
Information (CBI) is not anticipated for Records Center operation.

      3.    The EPA Region III Office of Public Affairs contractor services
to operate its Regional Customer Service Hotline (CSH). The Hotline serves
as the main access point to EPA Region III information and staff for the
general public by responding to information requests and performing related
activities. The contractor also maintains Hotline Internet and Intranet
pages. The CSH receives and responds to about 250 information requests per
week from the general public and EPA staff. In addition, the CSH acts as a
switchboard and directory to contact regional staff and programs. About 25%
of total calls require a response from CSH staff and about 75% are referred
or transferred.

      4.    The EPA Region III Office of Policy and Management uses
contractor services to maintain and operate the Region III Library. The
Library provides information services to EPA staff; maintains on a
continuing basis both an Internet and an Intranet site; and serves as an
access point to EPA information for the general public by responding to
information requests, conducting demonstrations of Agency databases, and
related activities. The Library includes a print collection of about 28,000
monographs (35,000 items), 125 subscriptions and 150,000 documents on
microfiche. The overall collection is divided into three major areas: Main
(science and technical), Law and Hazardous Waste. There are some smaller
collections for specific subjects such as Wetlands and Biodiversity. In
addition, the Library performs two public information functions for the
Superfund program: the Region 3 National Priority List (NPL) Public Docket
and the Risk Management Plans Federal Reading Room (RMP Reading
Room). The Library manages electronic information services such as e-
journals to improve information delivery to its users. As part of the
Library’s services, contractor staff develop and conduct training sessions on
electronic information resources, e.g., searching the Internet. The Library
also provides supplementary library services to the Ft. Meade Library (which
is primarily staffed by a contractor librarian on the Headquarters task
order) and maintains its collection.

      5.    The Library’s Internet site can be found at:
www.epa.gov/reg3rcei. The Intranet site is at:
epawww.epa.gov/r3intran/library/r3in-lib.htm.

      6.    The Region 3 Office includes approximately 1230 EPA staff
(including about 85 attorneys), onsite contractors and Senior Environmental
Employees. There are Region 3 field offices: Annapolis, MD (the Chesapeake
Bay Program), Wheeling, WV, and Ft. Meade, MD. Library services for the
Chesapeake Bay Program and the Wheeling Office are provided by the Region 3
Library. The CSH provides support to all Regional offices.

      7.    The Customer Service Hotline, the Library and the Land and
Chemicals Division are physically located in the Region 3 Office at 1650 Arch

                                      4
Street in Philadelphia, PA.   The Ft. Meade Library is located within Ft.
Meade, MD. Effective October 1, 2005, the Ft. Meade Library became the
administrative responsibility of the Information Systems Branch. Effective
October 1, 2008, Headquarters Office of Environmental Information is
responsible for onsite staffing of the Ft. Meade Library.

      8.    Organizationally, the CSH is located in the Office of Public
Affairs and is part of the Regional Center for Environmental Education
(RCEE). The Library is located in the Information Systems
Branch of the Office of Policy and Management. It is anticipated that the
CSH and the Library will continue to work cooperatively to improve customer
services and avoid duplication.


D.   TASK 1:   RESPOND TO INFORMATION REQUESTS/RESEARCH

      1.    The contractor shall respond fully and accurately to information
requests from EPA staff and the public in accordance with EPA Library
Reference and Research Services Procedures
(http://intranet.epa.gov/oei/imitpolicy/qic/ciopolicy/2170-1-p2.pdf, Agency
public access policy, and the Policy and Procedures Manual. Requests may be
ready reference (short, factual, requiring little or no research) or research
(more involved, requiring consultation of books, databases, subject experts,
etc.) Library requests may be received in person, by phone, letter or email,
or via the Region III web site. Most CSH requests will be by phone and should
be answered while the requestor is still on the phone. Rush requests shall
be given priority. Questions requiring interpretation of EPA regulations or
policies shall be immediately referred to the appropriate EPA staff.   When
necessary (e.g., question deals with another agency’s area of
responsibility), questions shall be immediately referred to the appropriate
source. Responses may include provision of photocopies, documents or
pamphlets. Reference questions shall be tracked.

      2.    In addition to reactive research, i.e., research done in response
to specific requests, the contractor shall also provide proactive research
such as current awareness and selective dissemination of information to meet
information needs identified through feedback and surveys (see Task 9).

      3.    The contractor shall assist EPA staff in retrieving LCD records
and files. Staff may request files by a variety of criteria, such as name of
particular facility or site, name of Region III attorney involved, time
period, etc. Files can be physically located in the file room or in offsite
storage facilities such as the Federal Records Center (FRC).

     4.     Deliverables:

            a.    Statistics on number, type and source of requests to be
included in monthly report (Task 12).
            b.    Completed user feedback/survey forms (see Task 9) also to
accompany monthly report.
            c.    Weekly summary of Hotline statistics and list of Ahot
topics.@

      5.    Acceptance criteria: The following turnaround times are met in
95% of all cases as documented by the statistics and the reference log: ready

                                      5
reference, 4 working hours from time of receipt; Dun & Bradstreet company
reports, 1 working day from time of receipt; research, 3 working days from
time of receipt; File Room (for files in File Room), 30 minutes from time of
receipt for routine requests and 1 working hour for rush requests.
Statistics shall be collected in accordance with EPA Library Usage Statistics
Procedures (http://intranet.epa.gov/oei/imitpolicy/qic/ciopolicy/2170-1-
p4.pdf) and the Region 3 Policy and Procedures Manual. User feedback
forms/surveys (see Task 9) rate quality of both reactive and
proactive services satisfactory or above in 95% of all cases. Weekly Hotline
statistics due the Tuesday of the following week.


E.   TASK 2:   COLLECTIONS/FILES

     1.    SUBTASK 2.1: REGIONAL LIBRARY/FT. MEADE COLLECTIONS

             a.   The contractor shall maintain, track and provide access to
the Region 3 Library and Ft. Meade Library collections in accordance with the
Library Policies & Procedures (P&P) Manual and standard library practices. In
the context of this task, the term “collections” includes information and
records in print, electronic, audiovisual or other formats. The contractor
shall process incoming mail, including looseleaf updates, pocket parts, book
orders, etc.


            b.    The contractor shall make a site visit to the Ft. Meade
Library quarterly. Materials withdrawn from the Region 3 Library/Ft. Meade
collections shall be dispersed by the contractor in accordance with EPA
Library Materials Dispersal Procedures
(http://intranet.epa.gov/oei/imitpolicy/qic/ciopolicy/2170-1-p1.pdf) with the
approval of the TOCOR/ATOCOR. The contractor shall also send library
materials for digitization in accordance with Digitization Processes for EPA
Libraries (http://intranet.epa.gov/oei/imitpolicy/qic /ciopolicy/2170-1-
p5.pdf).

            c.    Requests or recommendations for publications made by
Regional staff shall be forwarded along with complete ordering information to
the TOCOR within one week of receipt.   The physical collections shall be
orderly and neat at all times.

            d.    EPA Region III has begun to use the Enterprise Content
Management System (ECMS).   ECMS features a repository that will hold Agency-
wide information; automate daily standard business processes; and perform
statutory mandated records management. With this new system, contractors are
required to save their e-mails that are records (as defined by EPA) to ECMS.

            e.    Acceptance Criteria: Incoming Library mail shall be
processed daily. Legal update material (looseleaf pages, pockets parts,
etc.) shall be filed according to printed directions within one week of
receipt. The Library collections will be spot-checked by the TOCOR/ATOCOR on
an irregular basis for order and neatness. Site visit made to Ft. Meade
Library quarterly. Contractor staff are registered to use ECMS and can
produce specific records when requested.



                                      6
      2.    SUBTASK 2.2: REGION 3 NATIONAL PRIORITIES LIST PUBLIC DOCKET

            a.    The contractor shall maintain the Region 3 National
Priorities List Public Docket (NPL Docket) in accordance with Headquarters
guidance (OSWER Directive 9200.6-02) and the Region 3 Library P&P Manual.
The contractor shall check material to be added to the Docket for
completeness.

            b. The contractgor shall provide copies of NPL Docket documents
requested by EPA staff, contractors or the public. The contractor shall
document all usage of the Docket by EPA staff and the public by maintaining
up-to-date logs and correspondence files. Contractor shall scan and upload
to the FDMS (Federal Docket Mgmt System) the docket material pertaining to
the deletion of Region 3 sites from the National Priority List as needed by
Superfund staff.

            c.    Deliverable:    Log of NPL Public Docket usage due annually
at end of task order.

            d.    Acceptance Criteria:   Incoming Docket materials are
correctly processed before the pertinent Federal Register notice is published
100% of the time. Docket requests are processed within the time frames
specified by guidance (normally, within three working days; rush requests
within one working day) as documented in the log. Usage logs are up-to-date
and complete on a continuing basis as spot-checked by the TOCOR/ATOCOR.
Customer feedback forms/surveys rate docket services as satisfactory or above
95% of the time. No customer complaints or requests for extension of comment
periods due to lack of receipt of Docket documents are received by EPA.


      3.    TASK 2.3: RISK MANAGEMENT PLAN READING ROOM

      (Note: The term AReading Room@ is used to denote a function, not a
      separate, physical space.)

            a.    The contractor shall make available to the public on a
walk-in basis EPA’s Off-Site Consequence Analysis (OCA) information in
accordance with the following:

                  (i)   OCA Manual for EPA Employees and Contractors (revised
                        August, 2001), Federal Register final rule, published
                        August 4, 2000
                  (ii) U.S. EPA Region III’s Hazardous Site Cleanup
                        Division’s (HSCD) Procedures for Handling OCA
                        Information. December, 2000
                  (iii) Region 3 Library P&P Manual

All usage of OCA information shall be documented by maintaining up-to-date
logs.


            b.    Deliverable:   OCA log due annually at end of task order.

            c.    Acceptance Criteria: OCA information is stored in
accordance with guidance as verified by spot-checking by TOCOR/ATOCOR.     Logs

                                       7
and documentation maintained in accordance with guidance as spot-checked by
TOCOR/ATOCOR. No complaints regarding operating procedure or improper
disclosure of information are received by EPA or the US Dept. of Justice.


     4.     SUBTASK 2.4:   LAND AND CHEMICALS DIVISION RECORDS CENTER

            a.    The contractor shall operate the LCD Records Center which
includes the following:

            •     Receiving facility documents from EPA staff
            •     Incorporating new facility documents into the appropriate
                  filing structure
            •     Retrieving documents at the request of EPA staff
            •     Archiving (or dispositioning) all records in accordance
                  with relevant Agency Retention Schedules
            •     Researching and resolving records identification problems
            •     Maintaining the Records Center Standard Operating
                  Procedures Manual
            •     Performing quality assurance and quality control procedures

            b.    The contractor shall develop and implement a filing system
and file structure to manage existing and new documents from the FIFRA, TSCA,
EPCRA, AHERA, and Lead programs. Existing records in the Records Center for
these programs can be broadly categorized as grant administration documents,
compliance evaluation documents, and enforcement documents.

            c.    The contractor shall respond to all requests for
information from EPA via telephone or e-mail, unless specified otherwise by
the EPA TOCOR.

            d.    Deliverables:   Policy and Procedures Manual. Monthly
report including activities and statistics (included as part of the task
order monthly report)

            e.    Acceptance Criteria: Tracking records are updated so that
files can be located within one hour of request. Monthly report is complete
and accurate: it shall be submitted to TOCOR/ATOCORs by the tenth of the
following month in both electronic and paper format.


            f.    LCD files shall be managed in accordance with
standard/documented federal, Agency-wide and local records management
procedures as spot-checked by TOCOR/ATOCOR. Request for file retrievals
shall be processed within timeframes specified in Task 1.



F.   TASK 3:    ORGANIZE INFORMATION RESOURCES

     1.     SUBTASK 3.1: REGION 3 LIBRARY PAPER AND ELECTRONIC RESOURCES

            a.    The contractor shall maintain an accurate, complete catalog
of the Region 3 Library and Ft. Meade collections according to the guidelines
and standards listed in Cataloging Standards for EPA Libraries, in the P&P

                                       8
Manual and in general library practice (Anglo-American Cataloging Rules, OCLC
manuals, etc.). The contractor shall add to/delete from records for
materials in the Libraries’ collections from OCLC and the EPA Online Library
System (OLS). Incoming materials, except NPL Docket documents (see Task
2.2), shall be processed within the time frames specified in the P&P Manual.

            b.    Acceptance Criteria:   Library collections are cataloged
and organized so that a first-time visitor can locate all required materials
easily. Cataloging records shall accurately reflect all holdings of the
Region 3 and Ft. Meade Library collections (except the NPL Public Docket) as
demonstrated by quarterly spot-checking of representative items by the
TOCOR/ATOCOR. Cataloging records shall be entered into OCLC at Level K with
subject headings with no quality errors reported in the monthly OCLC/OLS
reports. Documentation is clear, thorough, accurate and up-to-date so that a
new contractor employee can perform the function. No backlogs of incoming
materials as spot-checked by the TOCOR.

     2.     SUBTASK 3.2:   LCD Records Center

            a.    The contractor shall maintain the DTS. The contractor
shall also maintain the interface between DTS and RCRAInfo by downloading new
information from RCRAInfo to DTS. The contractor shall develop and implement
a filing system and file structure to manage existing and new documents from
the FIFRA, TSCA, EPCRA, AHERA, and Lead programs. Existing records in the
Records Center for these programs can be broadly categorized as grant
administration documents, compliance evaluation documents, and enforcement
documents.

            b.    Deliverables: DTS database for RCRA Subtitle C and
Subtitle I documents. Excel spreadsheets for FIFRA, TSCA, EPCRA, AHERA and
Lead programs.

            c.    Acceptance Criteria: RCRAInfo information downloaded at
least twice a week. Records for incoming materials are entered into DTS
within one week of receipt.   Records are complete and accurate as spot-
checked by TOCOR/ATOCOR. Files are organized so that an individual file can
be accurately retrieved within 30 minutes if within the File Room, within 2
hours if in use by an EPA staff member and 2 days if stored at the FRC.


G.   TASK 4:   CIRCULATION/TRACKING

     1.     SUBTASK 4.1: Region 3 Library

            a.    The contractor shall circulate materials from the Library’s
collection according to the P&P Manual and shall maintain a record of all
outstanding loans. Notices shall be sent to borrowers with overdue
materials. Statistics on materials circulated shall be provided.

            b.    Deliverables: 1) Overdue notices distributed quarterly.    2)
Circulation statistics to be included in the monthly report.

            c.    Acceptance Criteria: Circulation records are accurate,
complete and updated daily so that the location of an item not on the Region
3 Library’s shelves can be readily determined. Records will be spot-checked

                                       9
by the TOCOR/ATOCOR on an irregular basis.       Overdue notices are accurate and
issued on time.

      2.    SUBTASK 4.2:    LCD RECORDS CENTER

            a.    Contractor shall track all document transactions.
Contractor shall also track location of files in use.

            b.      Deliverable:   Tracking system

            c.    Acceptance Criteria: File tracking records are accurate,
complete and updated daily so that any in-use files can be located within 2
hours.


H.    TASK 5: MANAGE AND OPERATE ONSITE LOCATION

      1.    Normal operating hours for the Region 3 Library are 8:00 am to
5:00 pm. The contractor shall staff the CSH from 9 am til noon and from 1-4
pm. The contractor shall operate the LCD Division Records Center from 8:30
to 4:30 except for lunch hour. The contractor shall staff all locations on
weekdays, excluding federal holidays and periods when the Regional Office is
closed for safety, weather, or other critical reasons. The Region 3 Library
shall be open to both Regional staff and the public and the contractor shall
continually staff the Region 3 Reference Desk from 9:30am to 5:00pm. In
addition, the contractor shall ensure that the Library’s Legal Collection is
accessible to Office of Regional Counsel staff on a 24-hour basis. The
contractor shall notify the TOCOR/ATOCOR in advance of any coverage
exceptions.

      2.    It is anticipated that the Regional Office will undergo a
repainting/recarpeting project during FY10. Contractor staff will be
temporarily relocated and shall follow directions from Facilities Branch
regarding packing/moving procedures. (The Library collection and the LCD
files will not be moved.)

      3.    Acceptance Criteria: The CSH, the Region 3 Library, and the LCD
Records Center are staffed during the designated hours and the Region 3
Library is open during designated hours as spot-checked by the TOCOR/ATOCOR.
No complaints or concerns are received from Facilities or Regional management
regarding the temporary relocation.


I.    TASK 6:    ELECTRONIC SERVICES

      1.    The contractor shall develop, organize and maintain the content
of the CSH/Region 3 Library Internet and Intranet sites except for the
Internet homepage which will be maintained by HQ Office of Environmental
Information. The contractor shall recommend, evaluate and, upon agreement
with the TOCOR, implement new electronic services and products in response to
user needs, particularly those identified through feedback and surveys (see
Task 9) and/or to improve CSH/Region 3 Library/File Room/ Ft. Meade Library
internal operations. User statistics/number of hits, pages served, etc., as
found at www.epa.gov/reports/objects/reg3rcei and
intranet.epa.gov/reports/objects/r3intran) shall be included in the monthly

                                         10
report (see Task 13).

      2.    Deliverables:

            a.      CSH/Region 3 Library Internet and Intranet
                    sites.
            b.      Evaluations of electronic services and products.

      3.    Acceptance Criteria: Sites conform to all standards published in
the EPA Web Guide, to EPA and Regional Product Review guidance, to general
industry standards for web site design and to Section 508 of the
Rehabilitation Act Amendments of 1998 (accessibility for the
disabled) as determined by a quarterly review by the TOCOR/ATOCOR or the
Region III webmaster. Evaluations of electronic services shall be thorough,
accurate and professionally prepared in accordance with criteria listed in
the P&P Manual.


J.    TASK 7:    TRAIN CUSTOMERS

      1.    The contractor shall develop briefings, training sessions and
educational programs to instruct customers in the use and availability of
information products and services.   These may be formal sessions coordinated
with the Region 3 training or external affairs offices (training) or informal
sessions such as one-on-one instruction for senior managers and Region 3
Library visitors (briefings).   The contractor shall participate in, set-up
and conduct demonstrations of EPA’s information products, services and
databases to a broad array of constituents. Demonstrations may also be held
at Region 3 field offices, professional conferences or public meetings.

      2.    Deliverables:
            a.    Content of formal courses to be added to the Region 3
                  Library’s Intranet site upon approval by the TOCOR.
            b.    Completed attendee evaluations.
            c.    Tentative schedule of training courses/demos included in
                  marketing plan (Task 9).
            d.    Handouts and fact sheets.


      3.    Acceptance Criteria:   Minimum level of activity consists of two
formal courses per quarter. Course content shall be up-to-date, consistent
with user needs and with Agency guidance, and will be approved by the
TOCOR/ATOCOR.   90% of attendee evaluations rate the courses
satisfactory or higher. Handouts and fact sheets shall be clearly written,
accurate and up-to-date as reviewed by the TOCOR/ATOCOR.

K.    TASK 8:    INTERLIBRARY LOAN (ILL)/DOCUMENT DELIVERY SERVICES

      1.    The contractor shall, upon request of EPA staff, obtain
publications not available inhouse through ILL borrowing, purchase,
downloading, etc. The contractor shall also process requests for loans or
photocopies received from other libraries. The contractor shall follow all
American Library Assn. (ALA) and OCLC procedures and guidelines as well as
all provisions of the copyright law. The contractor shall recommend
alternative information sources to users if the original requests cannot be

                                        11
filled.

      2.    Deliverable:

            a.      Statistics on both incoming and outgoing requests to be
                    included in the monthly report.
            b.      An ILL file of both incoming and outgoing requests as
                    required by ALA procedures and copyright law.

      3.    Acceptance Criteria: EPA staff requests shall be processed within
two working days of receipt; rush requests shall be expedited to meet user
needs. Direct purchases will be approved in advance by the TOCOR/ATOCOR.
Incoming requests on OCLC shall be processed daily. Incoming library
requests shall be processed within one day of receipt. User feedback/surveys
ratings are satisfactory or higher 95% of the time. The file of requests
will be reviewed quarterly by the TOCOR/ATOCOR for compliance with ALA, OCLC
and copyright requirements and adherence to designated turnaround times.


L.    TASK 9:    OUTREACH/AWARENESS AND PROMOTION

      1.    The contractor shall develop and implement activities to improve
client awareness of information services, to systematically obtain user
feedback on specific products/services, to promote the availability of
EPA/Region 3/Region 3 Library/CSH information products and
services and to define user needs. Contractor shall develop and, upon
TOCOR/ATOCOR approval, implement a plan to market and promote the CSH/Region
3 Library and its information services through outreach and through
enhancement of the CSH/Region 3 Library’s Internet and Intranet sites.

      2.    Deliverable: Marketing plan due 1 month from issuance of task
            order.


      3.    Acceptance Criteria:   Any products that may be developed for
distribution (fact sheets, brochures, etc.) will be reviewed by the
TOCOR/ATOCOR for conformance to Agency/Regional Product Review standards and
for completeness, currency and attractive presentation. Contractor can
provide documentation of user satisfaction feedback. Marketing plan shall
list, as a minimum, the CSH/Region 3 Library’s target customer groups,
suggested activities and a time line: the plan shall be submitted on time.


M.    TASK 10:    TECHNICAL ANALYSIS AND EVALUATION

      1.    The contractor shall provide, on an occasional basis, technical
analysis support and consultation to assist the efforts of the CSH, Region 3
Library and EPA /Regional programs in assessing effective information
services upon request of the TOCOR. Such consultation shall primarily
consist of 1) advising EPA Regional webmasters on organization of divisional
web sites and on preparing metadata records and 2) of evaluating electronic
information products for possible acquisition.

      2.    Deliverables:


                                        12
            a.     Summaries of consultations shall be prepared and submitted
                   to TOCOR and attendees within three working days.
            b.     Written product evaluations.

      3.    Acceptance Criteria:   Summaries are reviewed by TOCOR for
knowledge of EPA programs and information services and technology. Summaries
are complete, accurate and on time. Evaluations are thorough, complete,
accurate and prepared within 3 weeks of request.


N.   TASK 11:    EPA LIBRARY NETWORK AND ENHANCEMENT ACTIVITIES

      1.    Contractor staff shall participate in EPA library and records
management activities such as teleconferences, workgroups, annual meetings,
etc., and contribute when appropriate to Library Network activities such as
the development of the Core List of Environmental Materials and the Desktop
Library.


      2.    Acceptance Criteria: Contractor’s staff shall attend annual EPA
librarians’ meeting, participate in EPA Library Network teleconferences, and
attend EPA annual records management meeting.


O.   TASK 12:    REPORTING REQUIREMENTS

      1.    The contractor shall provide monthly reports of CSH, Region 3
Library, Ft. Meade Library and LCD file management activities and an annual
report of Library activities. A weekly update of CSH activity, including the
total number and type of inquiries received along with the Ahot topics@ of
the week shall also be provided. The monthly report shall include, but is
not limited to, statistics on services as required in individual tasks of
this Statement of Work as well as suggestions to improve services and/or
streamline procedures. It shall be distributed electronically to the TOCOR
and ATOCORS. The contractor shall review and update the task order Policy and
Procedures Manual annually.

     2.     Deliverables:

            a.     Weekly reports due to ATOCOR/TOCOR by noon the following
                   Tuesday.
            b.     Monthly reports due to TOCOR/ATOCOR by the tenth of the
                   following month.
            c.     Annual report due October 31.
            d.     Revised and updated Policy and Procedures Manual due June
                   30.

      3.    Acceptance Criteria: All reports and the Manual are complete,
accurate and submitted on time as reviewed by the TOCOR/ATOCOR.


P.   TASK 13: IT SYSTEMS MANAGEMENT AND EQUIPMENT

      1.    The contractor shall operate library and records management
equipment and systems needed to execute this task order.   EPA will provide

                                          13
all equipment necessary for the functioning of the CSH, the Region 3 Library,
and LCD file management function and the Ft. Meade Library.

      2.    Acceptance Criteria: Equipment failures are addressed
immediately and are reported to the appropriate contact.


Q.    PERFORMANCE STANDARDS

Task No.                 1
Required Service         Respond to Information Requests
Performance Standard     Deliverables complete, accurate and on time.
                         Turnaround times met.
                         Full use of available resources.
                         Turnaround times met 95% of time, user feedback
                         satisfactory or better 95% of time
Maximum Allowable        None
Deviation from
Required Acceptable
Quality Level (AQL)
Surveillance Method      User feedback, TOCOR/ATOCOR review
Incentive/Disincentive   Costs incurred by Contractor to make corrections to
                         deliverables are an unallowable cost under this
                         contract and therefore are not reimbursable.

Task No.                 2.1
Required Service         Maintain Library collections
Performance Standard     Deliverable complete, accurate and on time.
                         Turnaround times met
Maximum Allowable        None
Deviation from
Required Acceptable
Quality Level (AQL)
Surveillance Method      Review and spot-checking by TOCOR/ATOCOR
Incentive/Disincentive   Costs incurred by Contractor to make corrections to
                         deliverables are an unallowable cost under this
                         contract and therefore are not reimbursable.

Task No.                 2.2
Required Service         NPL Public Docket
Performance Standard     Deliverables complete and on time
                         Turnaround times met.
Maximum Allowable        None
Deviation from
Required Acceptable
Quality Level (AQL)
Surveillance Method      Log
                         User feedback
                         Review by TOCOR/ATOCOR
Incentive/Disincentive   Costs incurred by Contractor to make corrections to
                         deliverables are an unallowable cost under this
                         contract and therefore are not reimbursable.

Task No.                 2.3

                                      14
Required Service         RMP Reading Room
Performance Standard     Deliverable and usage documentation complete,
                         accurate and on time.
                         No complaints received by EPA or US Dept of Justice
                         regarding failure to observe OCA procedures.
Maximum Allowable        None
Deviation from
Required Acceptable
Quality Level (AQL)
Surveillance Method      Log
                         Review/spot checking by TOCOR/ATOCOR
Incentive/Disincentive   Costs incurred by Contractor to make corrections to
                         deliverables are an unallowable cost under this
                         contract and therefore are not reimbursable.
                         Individual contractor employees may be held legally
                         responsible for violating OCA information
                         dissemination procedures.


Task No.                 2.5
Required Service         LCD Records Center
Performance Standard     Deliverables accurate and on time
Maximum Allowable        None
Deviation from
Required Acceptable
Quality Level (AQL)
Surveillance Method      Manual and reports reviewed by TOCOR.
Incentive/Disincentive   Costs incurred by Contractor to make corrections to
                         deliverables are an unallowable cost under this
                         contract and therefore are not reimbursable.

Task No.                 3
Required Service         Organize information resources
Performance Standard     Catalog and databases accurate and complete
                         Records accurate
                         Turnaround times met
                         Deliverables complete and on time

Maximum Allowable        None
Deviation from
Required Acceptable
Quality Level (AQL)
Surveillance Method      Reports reviewed by TOCOR/ATOCOR
                         Catalog/database spot-checked by TOCOR/ATOCOR
Incentive/Disincentive   Costs incurred by Contractor to make corrections to
                         deliverables are an unallowable cost under this
                         contract and therefore are not reimbursable.

Task No.                 4
Required Service         Circulation
Performance Standard     Loan records accurate and complete
                         Reports accurate and on time
Maximum Allowable        None
Deviation from

                                      15
Required Acceptable
Quality Level (AQL)
Surveillance Method      Records spot-checked by TOCOR/ATOCOR
Incentive/Disincentive   Costs incurred by Contractor to make corrections to
                         deliverables are an unallowable cost under this
                         contract and therefore are not reimbursable.

Task No.                 5
Required Service         Manage onsite locations
Performance Standard     Facilities open and staffed during designated hours
Maximum Allowable        None
Deviation from
Required Acceptable
Quality Level (AQL)
Surveillance Method      Spot-checked by TOCOR/ATOCOR
Incentive/Disincentive

Task No.                 6
Required Service         Electronic Services
Performance Standard     Internet and Intranet sites comply with all
                         applicable standards.
                         User feedback rate sites satisfactory or above 95% of
                         the time.
                         Evaluations thorough, accurate, professional
Maximum Allowable        None
Deviation from
Required Acceptable
Quality Level (AQL)
Surveillance Method      Use statistics.    User feedback. Review by
                         TOCOR/ATOCOR
Incentive/Disincentive

Task No.                 7
Required Service         Train Customers
Performance Standard     2 formal training sessions held each quarter.
                         90% of evaluations rate sessions satisfactory or
                         better.
                         Course content added to Intranet site.
Maximum Allowable        None
Deviation from
Required Acceptable
Quality Level (AQL)
Surveillance Method      User feedback.    Review by TOCOR/ATOCOR
Incentive/Disincentive

Task No.                 8
Required Service         Document Delivery
Performance Standard     EPA staff requests processed within 2 working days.
                         Incoming requests from other libraries processed
                         within one day. ILL file kept in accordance with
                         applicable requirements
Maximum Allowable        None
Deviation from
Required Acceptable

                                      16
Quality Level (AQL)
Surveillance Method      Turnaround times documented in ILL files and reviewed
                         by TOCOR/ATOCOR
                         ILL files reviewed by TOCOR/ATOCOR
Incentive/Disincentive


Task No.                 9
Required Service         Outreach
Performance Standard     Implementation of systematic methods of user feedback
                         Marketing Plan complete and on time.
Maximum Allowable        None
Deviation from
Required Acceptable
Quality Level (AQL)
Surveillance Method      Usage statistics.   User feedback.
Incentive/Disincentive

9
Outreach
Implementation of systematic methods of user feedback
Marketing Plan complete and on time.
None
Usage statistics.
User feedback.

Task No.                 10
Required Service         Technical Analysis
Performance Standard     Summaries of consultations submitted to TOCOR and
                         attendees within 3 working days. Product evaluations
                         are thorough, complete, accurate and on time.
Maximum Allowable        None
Deviation from
Required Acceptable
Quality Level (AQL)
Surveillance Method      Review by TOCOR/ATOCOR
Incentive/Disincentive   Costs incurred by Contractor to make corrections to
                         deliverables are an unallowable cost under this
                         contract and therefore are not reimbursable.

Task No.                 11
Required Service         EPA Library Network
Performance Standard     Attendance at relevant (library, records, web
                         workgroup) EPA conferences
                         Participation in teleconferences, special library
                         network projects
Maximum Allowable        None
Deviation from
Required Acceptable
Quality Level (AQL)
Surveillance Method      Review by TOCOR/ATOCOR
Incentive/Disincentive   N/A

Task No.                 12

                                      17
Required Service         Reporting
Performance Standard     Monthly report by 10th of each month.
                         Weekly report of Hotline statistics.
                         Annual report for fiscal year by October 21
                         Reports are complete and accurate.

Maximum Allowable        None
Deviation from
Required Acceptable
Quality Level (AQL)
Surveillance Method      Review by TOCOR/ATOCOR
Incentive/Disincentive   Costs incurred by Contractor to make corrections to
                         deliverables are an unallowable cost under this
                         contract and therefore are not reimbursable.




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