This notice is being published in accordance with Federal Acquisition Regulation (FAR) Part 5.101(a)(2) requiring the dissemination of information on proposed contract actions expected to exceed $15,000, but not expected to exceed $25,000.

Acquisition Authority: This acquisition is being conducted under Federal Acquisition Regulations (FAR) Part 13 - Simplified Acquisition Procedures, and the resultant contract award will include all applicable provisions and clauses in effect through Federal Acquisition Circular 05-83 Effective 02 JULY 2015.

NIDCR Social Media Monitoring

Statement of Work

This Statement of Work (SOW) is designed to provide the NIDCR Office of Communications and Health Education (OCHE) with social media monitoring services, including message scheduling, analytics, and social listening.

Project Title: NIDCR Social Media Monitoring

Firm Fixed Price

Period of Performance: June 23, 2023 – June 22, 2024

Background:

The National Institute of Dental and Craniofacial Research (NIDCR) is a component of the National Institutes of Health (NIH), part of the U.S. Department of Health and Human Services. Its mission is to improve dental, oral, and craniofacial health through research, research training, and the dissemination of health information. Created in 1948 as the third Institute at NIH, NIDCR performs and supports basic, clinical, and translational research; conducts and funds research training and career development to ensure a supply of highly skilled investigators; and promotes the timely transfer of knowledge gained from research and its implications for health to a variety of audiences, including researchers, health professionals, patients, the public, the media, and policy makers.

The NIDCR Office of Communications and Health Education (OCHE) develops, implements, and evaluates the Institute’s science, health, and digital communication programs. OCHE oversees and manages marketing and outreach efforts for the institute. We require a robust social media monitoring platform to support our social media messaging efforts.

Purpose:

The purpose of this document is to outline the requirements for an online social media monitoring tool that allows NIDCR to organize social media content, view analytics, generate reports, and conduct social listening.

Scope:

The contractor shall provide social media monitoring, publishing, and reporting services to NIDCR via a secure online platform.

Contractor Requirements:

The contractor shall provide a digital marketing platform that meets the following requirements Brand Name or equal:

Manufacturer: Sprout Social

Sprout Social Professional Plan Quantity: 1

Sprout Social Inc. Additional users Quantity (2)

Sprout Social Inc. Listening - Up to 5 Topics Quantity (1)

Post Curation

The platform must allow users to:

• Compose messaging and select single or multiple networks for publishing and immediate, or queued scheduling.
• Generate workflows to guide submission, review, and approval of messages.
• Publish via a mobile android or iOS application.
• Add images, GIFs, and video to outgoing posts.
• Enhance photos before publishing with cropping tools that ensure optimal sizing based on social media network.
• Access digital assets on other platforms.

Content Management

The platform must allow users to:

• Schedule posts.
• Manage individual posts and campaigns in a collaborative content calendar and share content externally through calendar link sharing.
• Group and categorize messages based on various parameters.
• View a replicated Instagram grid.
• Receive content suggestions.
• Set up RSS feeds.
• Pause outgoing messages.

Content Moderation

The platform must allow users to:

• View inbound message volume, find new conversations, and respond to messages.
• Conduct custom Twitter searches.
• Receive a notification of activity already happening on a message to avoid sending duplicate or conflicting responses.
• Access integrations with Zendesk, Hubspot, Salesforce, Microsoft Dynamics, Marketo, Shopify and WooCommerce.
• Organize groups of individuals to track, engage with, or get notified when there is activity.
• Delegate a message to a specific team member and track team assignments.

Reporting & Analytics

The platform must provide reporting on the following:

• Internal performance
• Inbox activity
• Task performance
• Profile performance
• Post performance
• Tag performance
• Paid performance by network
• Competitor performance by network
• Facebook pages
• Instagram business profiles
• Twitter profiles
• LinkedIn pages
• YouTube videos
• Pinterest profiles

The platform must allow users to:

• Request customer feedback for Facebook and Twitter DMs in the form of scores or customer satisfaction ratings.
• View a contacts database from the inbox, manage VIP lists, and view conversation history with a profile.
• Manage and track responses for Glassdoor, Trip Advisor, Yelp, Facebook Reviews, and Google My Business.
• Track trends and spike detection in volume, engagement, sentiment, impressions, and unique authors.
• Discover how the top keywords and hashtags in a reporting period are being discussed according to the keywords most used with them.
• Explore key metrics across profiles to identify top influencers, see where conversations are happening in the world, and view participant device preferences.
• Group messages by theme to compare, filter, analyze, and monitor data over time.
• Explore individual messages to discover UGC, key trends, and metrics.
• Enter up to 25 email addresses on a weekly or monthly automated cadence.
• Download CSV and PDF files or send PDFs directly from the platform.
• Collect historic backfill data to explore trends over time.

Social Listening

The platform must support:

• Twitter - tweets, replies, quote tweets, RTs, and @mentions

• Facebook - posts, comments, and visitor posts
• Instagram - posts and reels
• LinkedIn - mentions of Company pages and comments
• YouTube - video descriptions
• Worldwide Web - websites, news articles, blogs, forums, etc.

The platform must provide the following listening templates:

• Brand Health - to monitor public brand perception
• Industry Insights - to analyze industry-based discussions
• Competitive Analysis - to track competitors
• Campaign & Event Analysis - for monitoring in real time
• Custom Topics - for ad-hoc and crisis scenarios

The platform must provide the following features:

• Spike alerts
• Filters (e.g., subject, content, message types & technology)
  • Selectable metrics
  • A Query builder
  • Duplicate, archive, and delete topic options

Resources

The platform must also provide:

• A robust Help Desk with a 24-hour response time for low- and medium-priority issues and a 4-hour response time for urgent issues.
• On-demand and person-to-person training

Evaluation Criteria:

Contract award shall be made to the responsible Offeror whose offer, in conforming to this RFQ, provides the overall best value to the Government, technical evaluation factors, and cost considered. The Governments objective is to obtain the highest technical quality considered necessary to achieve the project objectives, with a realistic and reasonable cost. Technical evaluation factors are more important than cost. In the event quotes are evaluated as technically equal in quality, price or cost will become a major consideration in selecting the successful Offeror.

1: Technical Evaluation Factors:

1a: Ability to deliver the product with the specifications in the statement of work and contractor requirements section

Closing Statement:

Interested parties may identify in writing their interest and capability in response to this requirement. Responses to this notice shall contain sufficient information to establish the interested parties bona-fide capabilities for fulfilling the requirement and include: unit price, list price, shipping and handling costs, the delivery period after contract award, the prompt payment discount terms, the F.O.B. Point (Destination or Origin), the UEI Number, the Taxpayer Identification Number (TIN), and the certification of business size. All offerors must have an active registration in the System for Award Management (SAM) www.sam.gov."

FAR 52.204-24, Representation Regarding Certain Telecommunications and Video Surveillance Services or Equipment (Aug 2020)

FAR 52.204-25, Prohibition on Contracting for Certain Telecommunications and Video Surveillance Services or Equipment. (Aug 2020)

All responses must be received by May 27, 2023 at 4:00 PM Eastern Time. Responses may be submitted electronically to sandersj@mail.nih.gov NIDCR 6701 Democracy Blvd., DEM 1, Room 675 Bethesda, MD 20892 Attention: Jimmy Sanders. Fax responses will not be accepted.

“All responsible sources may submit a bid, proposal, or quotation which shall be considered by the agency.”

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