Attachment 1_Transition Services_PWS_rev.1.docx

DRAFT IDIQ Task Order #001 Enterprise Services – Human Resources – Personnel Action Request, Payroll, and Benefits Services

ATTACHMENT 1

DRAFT PERFORMANCE WORK STATEMENT (PWS) FOR TASK ORDER 001: TRANSITION SERVICES

Department of Commerce Enterprise Services – Human Resources – Transition Support Services for Personnel Action Request, Payroll, and Benefits Services (ES-HR-PP&B2)

CONFIDENTIAL DRAFT Request for Proposal Enterprise Services – Human Resources – Personnel Action Request, Payroll, and Benefits Services

May 20, 2020May 19, 2020

Table of Contents

TASK Order Details

1.1. ORDER TYPE

This Task Order is a Fixed-Price (FP) IDIQ Order. This order is issued under the Department of Commerce Enterprise Service - Human Resources – Personnel Action Request, Payroll, and Benefits Services (PPB2) IDIQ number TBD.

1.2. CAR 1352.270-70 PERIOD OF PERFORMANCE (APR 2010) for Task Order 1 The period of performance of this order is not to exceed 12 months.

1.3. SCHEDULE

1.3.1. Fixed Pricing

This Task Order is priced as Firm Fixed Pricing (FFP). The invoicing and payment schedule will be determined upon contract award.

1.4. AVAILABILITY OF FUNDS

Orders will be directly billed to the Bureau(s) receiving services.

Services provided under this order are contingent upon the availability of funds (52.232-18). The Contractor shall not incur costs above the current funding obligated to that line item unless and until the Contracting Officer notifies the Contractor in writing that additional funds have been obligated to that line item through a modification.

1.5. ORDER OF PRECEDENCE

In the event of any conflict between this Agreement and the Contractor submission, the order of precedence is as follows: (1) IDIQ TBD (2) this Order, and (3) the Contractor submission.

1.6. PLACE OF PERFORMANCE

The places of performance for the services listed in this Task Order include the following:

1.6.1. Contractor's selected site(s)

1.6.2. Department of Commerce Herbert C. Hoover Building (HCHB)

PERFORMANCE WORK STATEMENT (PWS)

The scope of work associated with this Indefinite Delivery, Indefinite Quantity (IDIQ) Task Order is to conduct transition activities in order to implement PAR, Payroll, and Benefits processing, Contact Center support, and HRIT system administration services for all in-scope DOC Bureaus, utilizing industry best practices to ensure efficient and high-quality service delivery.

The anticipated timeline for this Task Order is as follows but is subject to change:

The following outlines the anticipated numbers of employees per go-live:

Anticipated # of Employees*

*Actual Bureaus have not yet been determined for each transition.

**For Go-Live 2 and 3, while one transition will be for approximately 6k employees and the other transition will be for approximately 12k employees, the order of the transitions is not yet defined.

The estimated population of Employees serviced by in-scope Bureau is as follows:

Employees Serviced by Bureau

***Employee count is as of 2/19/2020 and was collected from HRConnect’s Workforce Analytics. HRConnect serves as the true system of record for employee count.

I.

II.

2.1 SCOPE OF SERVICES

The scope of work associated with this IDIQ Task Order includes all transition activities, defined as those activities required to efficiently and seamlessly design, build, and support the operations of PAR, Payroll, and Benefits processing, Contact Center support, and HRIT system administration services for DOC’s Enterprise Services PP&B program as needed. Transition activities consist of two components:

1. Design and Build

2. Initial Operations

1.1.1 Design and Build

Design and Build activities include, but are not limited to, the following:

1.1.1.1 Establish a transition team to work with the designated DOC implementation team to manage the transition of PP&B services from the current provider (if applicable)

1.1.1.2 Participate in all required program management activities and meetings and provide regular updates regarding status of contractor transition activities, schedule, identified transition risks/issues and mitigation strategies, and actions required by stakeholders

1.1.1.3 Coordinate with ES and additional applicable DOC partners on current systems and services to gain the information, expertise, processes, data, and procedures necessary to stand up PP&B services for DOC. The vendor will work with ES to understand the new HRSD ServiceNow module, validate PP&B processes, and redesign processes as needed

1.1.1.4 Identify all staff and roles requiring DOC systems and building access and coordinate system provisioning activities (e.g., user information identification and completed security information forms) within a specified number of days after contract award

1.1.1.5 Request appropriate security accounts for the personnel who will use each HRIT and Enabling Technology system from the DOC contracting representative. See Section III: Technology Requirements for more details

1.1.1.6 Participate in testing for enabling technology (ServiceNow Portal, HRSD, IVR) and HRIT (National Finance Center, HRConnect, webTA) as required and develop and maintain contractor-owned training and job aid materials for ongoing or future training purposes. Please note that it is the expectation of the Government that the contractor will bring personnel with working knowledge of HR systems, including familiarity with National Finance Center (NFC) payroll systems

1.1.1.7 Participate in routine operational activities as requested by the Government as part of knowledge transfer and service transitions (e.g., user audits)

1.1.1.8 Develop and deliver an on-going training approach and plan to train contractor staff on standard Federal PP&B processes, HRIT use, and customer service standards, coordinating with Enterprise Services representatives for oversight as requested to ensure that all staff is equipped to meet the requirements of the DOC

1.1.1.9 Establish and stand-up physical site for DOC ES PP&B Processing and Contact Center services within 50-miles of the Greater Washington Area and provide timely documents required for ATO approval and sponsorship. Stand-up includes secure and segregated local area network (LAN) wiring that can be used to establish point to point circuit connectivity to the DOC network. See Section III: Technology Requirements for more details

1.1.1.10 Utilizing existing DOC materials and HR expertise, develop customer service processes and standards, quality assurance processes, quality control processes, desktop procedures (DTPs), and call scripts, and train staff accordingly

1.1.1.11 Provide input and content for Standard Operating Procedures (SOPs), process maps, and job aids

1.1.1.12 Develop and submit all deliverables as detailed in Section IV: Deliverables and Milestone Schedule

1.1.2 Initial Operations

Initial Operations activities include initial PAR, Payroll, and Benefits processing, Contact Center support, and HRIT system administration for in-scope DOC Bureaus, utilizing best practices to ensure efficient and high-quality service delivery. The delivery of services is expected to be delivered as an integrated service across all functions of work, and processes should not be performed as discrete units of work.

PAR processing refers to HR processing of Standard Form (SF)-52s, Request for Personnel Actions, supporting DOC personnel changes throughout the employee lifecycle and supporting associated recordkeeping, including retention of SF-50, Notification of Personnel Action for all accessions, conversions, and separations beginning with the required action codes as applicable. DOC supervisory staff or their proxies, HR office staff, or employees will submit SF-52s or other approved request forms to the Contractor for review and clearance by classification, staffing, and other HR specialists; for signature by the individual(s) to whom authority to approve personnel actions (appointing authority) has been delegated; and for quality review, updating and correction, coding, and processing of the SF-52 using the appropriate system.

Payroll Management refers to processing of bonuses and awards, time and attendance, pay and leave, payroll, and changes throughout the employee lifecycle, as well as associated recordkeeping. This also includes management of employee payroll data, processing on-cycle/off-cycle payroll, processing payments, handling payroll issues, and reporting. This includes responding to time and attendance. This does not include recording or validating employee attendance data or leave usage, nor certifying prior pay period adjustment timecards, as these responsibilities will remain with the Timekeeper, but does include time card chase to ensure employees are paid. Nor does this include accounting code creation in webTA; this remains the responsibility of the Timekeeper/Administrative Officer. The Contractor will provide standard reporting on missing timecards to designated bureau POC to assist with time and attendance certification compliance efforts at the Line Office, Staff Office, or Bureau level. The Contractor is also responsible for maintaining and updating the designated bureau POC list. The Contractor is also responsible for processing allowances, union dues, lump sum leave payments, severance pay, separation incentive (buy-outs), recruitment, pay cap waivers, relocation, and retention bonuses, tax withholdings, leave restoration, student loan repayments, Office of Workers’ Compensation Programs (OWCP) buy-backs, military deposits, civilian deposits and redeposits, and professional liability insurance as well as activate garnishments and direct deposit payments.

Benefits processing refers to services to support benefits programs including life insurance, health insurance, and unemployment payroll (associated processing only); processing separation packages; resolving employees’ benefits-related inquiries and maintaining records. This also includes activating enrollments for general enrollments, qualifying life events, and open season, terminating and updating enrollments. Examples of key benefits programs are: Federal Employees Group Life Insurance (FEGLI), Federal Employee’s Health Benefits (FEHB), Thrift Savings Plan (TSP), Federal Long-Term Care Insurance Program (FLTCIP), and Flexible Spending Accounts (FSA).

For PAR, Payroll, and Benefits processing, the following are out-of-scope groups:

· Census organization codes beginning with 5720 and 58. Additionally, the National Processing Center (NPC) within the Census Bureau will remain classified as in-scope for ES but will temporarily retain providing HR services internally following decennial. Census NPC employees are identified using the Processing Office Identifier (POI) 1617. The timeline for when ES will begin PP&B processing for these employees is TBD.

· ITA Foreign Commercial Service

· National Institute of Standards and Technology (NIST)

· NOAA Commissioned Corps

· NOAA Pribilof Island Staff

· Office of Inspector General (OIG)

· Patent and Trademark Office (PTO) The following services will be provided to out-of-scope groups:

· Respond to service requests that are not related to the services listed in scope for PAR, Payroll, and Benefits processing in a courteous manner, and offer the correct location and/or phone number as provided by DOC Initial operations include, but are not limited to, the following:

1.1.2.1 Personnel Action Processing

The Contractor will process all PAR actions utilizing industry best practices and in accordance with the Office of Personal Management (OPM) Guide to Processing Personnel Actions (GPPA) and Desktop Procedures (DTPs) with any Bureau-specific requirements, the latter being subject to approval by Enterprise Services. The Contractor will ensure that each personnel action it processes meets all legal, regulatory, and policy requirements. The Contractor will approve determinations made by recruiters, staffing specialists, personnel assistants, and other personnel office staff with regard to legal authority for the action, including issues such as qualifications, pay, and suitability.

The Contractor will ensure that the authority to approve and certify actions is delegated only to persons whose training and experience enable them to review the background material on a proposed action and determine whether it meets the necessary legal and regulatory requirements. Submission of these actions is a serious responsibility that should not be assigned to clerical or other technical support personnel who may lack the necessary background and training to make the decision to approve or disapprove an action.

Relevant PAR processing activities include:

1.1.2.1.1 Process (review and validate, update and correct, code, submit and file a legally sufficient action) all Requests for Personnel Action in accordance with:

· GPPA

· OPM Guide to Personnel Recordkeeping (GPR)

· The Guide to Data Standards

· The Civil Service Retirement System (CSRS) and Federal Employee Retirement Service (FERS) Handbook for Personnel and Payroll Offices

· 5 Code of Federal Regulations (CFR)

· The Federal Employees' Health Benefits Handbook for Personnel and Payroll Offices

· NFC Bulletins and Guidance

· HRConnect Bulletins and Guidance

1.1.2.1.2 Supplemental guidance, policies, procedures, rules provided by DOC, including Bureau-specific policies and collective bargaining agreements, or as detailed in this section. When there are changes to official Federal, DOC or bureau guidance, the Contractor must provide best practices for implementing these changes to current processes to process transactions legally. ES asserts that any policy updates impacting processing derived from OPM or other regulatory bodies should be implemented by the Contractor as a result of doing business without having to be first approved by the Change Control Board (CCB). The Contractor must, however, work with the HR Tower for final approval before implementation. Changes will be presented to the CCB simply for awareness across all Towers. With the exception of action(s) of a critical or time-sensitive nature (e.g., Pay Impacting), the Contractor and ES will determine the operational cost and timeline of implementing the changes prior to any process changes being made.

1.1.2.1.3 Implement changes to all documented PAR procedures to address any changes to standing policies, regulations, or to incorporate process improvements in consultation with or as directed by ES HR / OHRM / Local HR. Guidance will be provided formally via a change request as defined by the change control processes. ES believes that any policy updates impacting processing derived from OPM or other regulatory bodies should be completed by the Contractor as a result of doing business. Updated processing documentation must be approved by the HR Tower and should run through the Change Control Board to record application of changes

1.1.2.1.4 Process Requests for Personnel Action (i.e., SF-52) into HRConnect and the NFC Payroll/Personnel System (PPS) and correct any resulting SINQ errors within one business day (i.e., SINQ errors are reviewed and action taken each business day, prior to the next run of PINE cycle.)

1.1.2.1.5 Process history correction updates and cancellations in HRConnect, History Correction Update Processing System (HCUP), and the PPS and eOPF as applicable

1.1.2.1.6 Maintain all documentation associated with a Request for Personnel Action, payroll action, history correction update, and SF-50 in an electronic format:

· File completed SF-52s and SF-50s in Electronic Official Personnel Folder (eOPF), where appropriate

· File associated attachments in eOPF for completed personnel actions where appropriate

· Maintain up to date data (i.e., all records and documentation associated with employee requests should be updated following the processing of each action, files and folders should remain current)

1.1.2.1.7 Answer simple and complex inquiries from HR Liaisons, Local HR, administrative officers (AOs), business partners, supervisors, customers and other designated POC on PAR completion, supporting documentation, and processing

1.1.2.1.8 Use existing DOC systems and interfaces to perform and manage personnel and payroll/document processing including any actions required in the following systems: HRConnect, NFC (e.g. Payroll/Personnel System (PPS), Web-based Document Entry, Processing, Inquiry, Corrections System (EPIC), Employee Personnel Page (EPP)) HCUP, SINQ, Government Retirements and Benefits (GRB), webTA, TALX, and eOPF

1.1.2.1.9 Receive Requests for Personnel Action (i.e. SF-52 or via HRConnect MSS or HRSS) and supporting documentation attached in HRConnect or sent in electronically or manually:

· Supporting documentation sent by fax or through other electronic technologies shall be manually matched with the correct Request for Personnel Actions upon receipt

1.1.2.1.10 Code and prepare a legally sufficient SF-52 in fulfillment of submitted request

1.1.2.1.11 Monitor HRConnect and other systems for PARs to be processed

1.1.2.1.12 Process Requests for Personnel actions using HRConnect as the primary system. If HR Connect is unavailable, use additional tools and data available to code, process, correct, and cancel Requests for Personnel Action, including, EPIC, HCUP, NFC PPS, Information Research Inquiry System (IRIS), Payroll/Personnel Inquiry System (PINQ), SINQ, and webTA data. If a personnel action was processed using alternative tools, action must also be updated in HRConnect within 1 Pay Period.

1.1.2.1.13 Monitor, review, and update data fields to ensure that proper changes in codes are entered and updated as appropriate for Actions Processed by the Contractor

1.1.2.1.14 Notify managers and Bureau HR staff of personnel actions affecting their employees through agreed upon processes and timeframes

1.1.2.1.15 Determine and resolve problems with personnel actions that are rejected by the NFC's payroll/personnel system PPS (e.g., SINQs) through agreed upon processes and timeframes. SINQ errors must be reviewed and resolved each business day, prior to the next run of PINE cycle (Note that while Census bureau is responsible for processing their own awards, the Contractor is responsible for correcting any SINQ results on a daily basis). Resolution of problems may require coordination with DOC, Bureaus, Treasury, and/or NFC.

1.1.2.1.16 Run mismatch reports and reconcile records between HRConnect and NFC’s PPS through agreed upon processes and timeframes, maintaining mismatch rates at 99% or better

1.1.2.1.17 Accurately identify and prioritize all pay impacting PARs and process timely and accurately

1.1.2.1.18 Notify the HR Tower of any delay in personnel actions or timecard certifications that will result in non-pay or manual payment of a current employee. Inform the impacted employee.

1.1.2.1.19 Monitoring, reporting, and processing time-limited actions (e.g. impending within grade increases, time-limited appointments, and completion of probationary periods) including:

· Routinely running reports each pay period listing time-limited actions coming due (e.g. NTE report)

· Notifying supervisors of any upcoming time-limited actions, providing notice when possible at least two pay periods in advance of the intended effective date

· Initiating and processing time-limited actions (when applicable) in the case the supervisor fails to initiate said action. For example, processing a Change to Lower Grade action if the employee’s Temporary Promotion is coming due.

1.1.2.1.20 Validate the generation of a SF-50 in the processing system

1.1.2.1.21 Contact the HR Tower for new, unusual, and/or complex issues requiring interpretation of Federal and DOC or bureau policies; validate approaches and or next steps to address the issues with HR Tower

1.1.2.1.22 Comply with applicable laws, rules, regulations, policies, procedures, and decisions from OPM, DOC, Treasury, GSA, General Accounting Office (GAO), and NFC pertaining to personnel action processing, payroll document processing, and document retention

1.1.2.1.23 Ensure processing systems for records-keeping provide full reconstruction of actions for third-party review that conform to OPM and National Archives and Records Administration (NARA) requirements

1.1.2.1.24 Participate in HRConnect and other applicable enterprise HR system enhancements and releases including requirements validation, user acceptance testing, data validation, process and procedure updates, etc.

1.1.2.1.25 The above list is not an all-inclusive list. In the event an unforeseen circumstance requires additional guidance from the Government, the Contractor shall propose options for review and approval by the HR Tower to ensure timely and accurate processing. Errors in documentation or permanent guidance will be presented to the CCB as appropriate, for formal inclusion in ES documentation

1.1.2.2 Mass Processing

As part of mass processing, the contractor will, by its signature wherever needed, verify and validate the completeness and accuracy of any and all forms, documents and related materials. Contractor shall complete the following activities, including:

1.1.2.2.1 Process mass and batch actions, including but not limited to awards, performance bonuses, performance pay increases, ratings, and realignments

1.1.2.2.2 Ensure that coordination for mass and batch actions processed by NFC (e.g., awards, performance ratings, performance increases, realignments) is complete between all parties, that system is clean and activities/actions are sequenced, actions that error out (i.e. "SINQ out") are researched and processed as appropriate, and efficiency of service is not compromised by mass actions

1.1.2.2.3 Research and correct SINQ errors/bypass reports for mass and batch action transactions (e.g., awards, realignments, reorganizations, annual pay adjustments) each business day, prior to the next run of PINE cycle. Note that while Census bureau is responsible for processing their own awards, the Contractor is responsible for correcting any SINQ results on a daily basis

1.1.2.2.4 Code and process surges of personnel actions including: Special benefits open seasons, Award seasons, Hiring Increases, Position Title changes, Reductions in Force (RIFs), realignments, mass transfers or other mass actions, historical correction update processing (HCUPs), and SINQs

1.1.2.2.5 Develop and maintain annual operational calendar estimating timing and volume for mass and batch action surges

1.1.2.2.6 Ensure all mass and batch actions are tracked through the established ticket management system ServiceNow, with all required information and documentation available within the ticket. The nature in which mass and batch actions are tracked should be such that the volume of actions in each mass processing can be determined via standard reporting methods by pulling from the applicable system of record (e.g. HRConnect, ServiceNow)

1.1.2.3 Benefits Transaction Processing

The Contractor shall utilize industry best practices to process all benefits requests for DOC including: FEHB, TSP, and FEGLI. The Contractor shall process all complete and accurate benefit transactions in accordance with the agreed upon SLA standards. As part of benefits transaction processing, the contractor will, by its signature wherever needed, verify and validate the completeness and accuracy of any and all forms, documents and related materials. The Contractor will provide clarification on benefit programs and options as requested by customers but will refrain from advising employees on the appropriate plan selection. Complex benefits questions or issues (e.g., information not readily available via OPM online resources) will be escalated to Tier 2 and/or HR Tower as needed.

1.1.2.3.1 Process (review and validate, update and correct, code, submit and file a legally sufficient action) all Benefits Actions in accordance with:

· GPPA

· GPR

· The Guide to Data Standards

· CSRS and FERS Handbook for Personnel and Payroll Offices

· 5 Code of Federal Regulations

· The Federal Employees' Health Benefits Handbook and regulations for Personnel and Payroll Offices

· NFC Bulletins and Guidance

· HRConnect Bulletins and Guidance

· FEGLI Program - A Handbook for Employees, Annuitants, and Employing Offices, and regulations

· OPM Benefit Administration Letters (BAL)

· Approved DOC Policies and Procedures

· OPM Frequently Asked Questions

· OPM Quick Guide (PDF file)

· OPM Plan Brochures

· OPM Enrollment Forms (PDF file)

· Health Insurance Legislation

· Supplemental guidance, policies, procedures, rules provided by DOC, including Bureau-specific actions and collective bargaining agreements, or as detailed in this section. Guidance will be provided formally via a change request as defined by the change control processes. ES believes that any policy updates impacting processing derived from OPM or other regulatory bodies should be completed by The Contractor as a result of doing business without having to be presented to the CCB

1.1.2.3.2 Accept, review, and process Benefits requests received via the HR Portal, HRConnect, KiteWorks, and secure email, (or secondary non-preferred options such as fax or mail

1.1.2.3.3 Process complete and accurate benefits elections such as life insurance, TSP including TSP catch-up contributions, and enrollments in FEHB within the pay period of the effective date of the action. In those cases where the employees EPP intentions cannot be determined, the Contractor shall contact the employee regarding the error to ascertain the intended transaction

1.1.2.3.4 Monitor and resolve HRConnect and EPP SINQ errors. SINQs shall be reviewed daily and resolved within each business day, prior to the next run of PINE cycle

1.1.2.3.5 Respond timely to inquiries that require research regarding beneficiary forms, FEHB, open season, service computation dates, FEGLI, and TSP

1.1.2.3.6 Process and enter complete and accurate open season documents not entered by the employee via the EPP, any additional open seasons as directed by OPM, benefits forms for employees transferring out of DOC, Beneficiary Forms, within the pay period of the effective date of the action

1.1.2.3.7 Coordinate military buy-back requests with the appropriate parties (military service center, employee, NFC), calculate the deposit, and work with employee to determine pay implications (e.g., bi-weekly deductions, etc.)

1.1.2.3.8 Provide Leave Without Pay (LWOP) counseling for former military employees recalled into activity duty to determine benefits implications

1.1.2.3.9 Calculate and process accurate Service Computation Date (leave, retirement, RIF, and TSP) changes or corrections within the pay period of the effective date of the action and coordinate leave audit with payroll as applicable

1.1.2.3.10 Process court orders mandating dependent FEHB coverage, per OPM guidelines

1.1.2.3.11 Process all necessary personnel actions and all payroll-related calculations, including generating manual SF-50s related to Federal Erroneous Retirement Coverage Corrections Act (FERCCA) and Retirement Error Correction cases, working with Bureau HR in such cases

1.1.2.3.12 Review all Leave Without Pay (LWOP) personnel actions and take any necessary action regarding the employees’ benefits such as FEHB, FEGLI and TSP by the pay period following the processing of the LWOP personnel action

1.1.2.3.13 Monitor employees’ benefits during extended periods of LWOP to ensure termination of insurance occurs and employees are timely notified of actions taken. The termination of the insurance shall be processed no later than the pay period following when the insurance should be terminated

1.1.2.3.14 Reinstate insurance coverage and notify the Thrift Savings Office as appropriate when an employee returns to duty. The reinstatement of coverage shall occur the pay period in which the Return to Duty (RTD) action is processed. Provide employees returning from Active Military duty all pertinent information regarding making up missed TSP contributions

1.1.2.3.15 Regularly run FEHB and FEGLI Enrollment Reports and issue the following benefits eligibility and reminder notifications to employees via email:

· Intermittent Employee 90-days of service eligibility notification

· 50 Days without benefits election notification

· Employment status change enrollment eligibility notification

1.1.2.4 Payroll Transaction Processing

The Contractor shall process all complete and accurate payroll transactions within the pay period of the effective date of the action. As part of payroll transaction processing, the contractor will, by its signature wherever needed, verify and validate the completeness and accuracy of any and all forms, documents and related materials.

1.1.2.4.1 Process (review and validate, update and correct, code, submit and file a legally sufficient action) all Compensation Actions in accordance with:

· GPPA

· GPR

· OPM

· The Guide to Data Standards

· CSRS and FERS Handbook for Personnel and Payroll Offices

· CFR

· The Federal Employees' Health Benefits Handbook for Personnel and Payroll Offices

· NFC Bulletins and Guidance

· HRConnect Bulletins and Guidance

· Supplemental guidance, policies, procedures, rules provided by DOC, including Bureau-specific actions and collective bargaining agreements, or as detailed in this section. Guidance will be provided formally via a change request as defined by the change control processes. ES asserts that any policy updates impacting processing derived from OPM or other regulatory bodies should be completed by The Contractor as a result of doing business without having to be presented to the CCB.

1.1.2.4.2 Accept, review, and process Payroll requests received via the HR Portal, KiteWorks, secure email, and secondary non-preferred options such as fax or mail

1.1.2.4.3 Process pay impacting corrections within one pay period after receipt; all other non-pay impacting corrections will be processed within two pay periods of receipt.

1.1.2.4.4 Process all manual Payments and adjustments for DOC including: No-Pay situations, refunds, retroactive payments, de facto employment pay, payroll corrections and adjustments, and miscellaneous payments and allowances such as professional liability allowance

1.1.2.4.5 Review, analyze, and correct, utilizing NFC reports, leave discrepancies in webTA/ webTA archives, NFC Payroll/Personnel System; utilizing all systems available and historical data in the appropriate enterprise database of record for these adjustments

1.1.2.4.6 Reconcile leave balances between webTA and the NFC Payroll Personnel System (e.g., TINQ) utilizing a leave audit to assure the proper leave balances are in the NFC PPS when employees separate from Federal service, during complex leave situations such as return to duty following LWOP, or when there will be a large obligation of funds associated with the leave change. Timekeepers will perform preliminary leave audits within webTA and resolve Leave errors to the maximum extent possible. The Contractor is responsible for conducting final leave audits, syncing leave balances as related to these adjustments, and coordinating with Timekeepers as required. Upon discovery that a leave audit is required in order to complete a service request (e.g., a leave error is discovered prior to completing a lump sum payout), the Contractor shall initiate and complete the leave audit within 2 pay periods.

1.1.2.4.7 Manage no-pay situations and actions required to correct the no-pay situation. Notify the affected timekeeper of any required actions on their part via email. Notify HR Tower and impacted employee/supervisor via email of manual payments resulting from missing timecard certification no later than 5:00 PM EST on Friday of payroll cutoff each pay period. The contractor shall proactively monitor and correct all no-pay situations that are within its scope to resolve. There should be no employees in a no-pay situation due to the contractor’s error or oversight. All no-pay situations shall be reported to the HR Tower on a biweekly basis following the final run of PAYE.

1.1.2.4.8 Prepare necessary information and documentation to submit a manual payment request (Quick Service Request) or a request for a salary advance (e.g., a “14 liner”) to NFC within established cutoff time for the related processing cycle.

1.1.2.4.9 Research, document and resolve complaints of pay errors, lost or missing payments, or paper checks as high priority

1.1.2.4.10 Each Wednesday, Thursday and Friday prior to payroll cut-off each pay period, run the uncertified T&A Report/CULP0013 or other required reports to identify additional employees impacted, and notify designated Bureau POC at the applicable Line Office, Staff Office, or bureau, accordingly. The Contractor is responsible for updating and maintaining the designated bureau POC list and uploading internally to a central repository (e.g., ServiceNow SharePoint). If uncertified timecards remain by Friday at 12 pm EST, coordinate with HR Tower for resolution.

1.1.2.4.11 Process payroll documents into HRConnect Including: Employee Change of Address, Federal/State/County/City/Local Tax Data, Direct Deposit/Electronic Funds Transfer, Financial Allotments, union dues, webTA and SPPS web, FEHB during open season, TSP, and TSP Catch Up, when applicable requests are not submitted via EPP

1.1.2.4.12 Provide customers with instructions for obtaining tax and pay documentation on EPP if requested; provide tax and pay documentation if inaccessible to customers including separated employees

1.1.2.4.13 Forward to NFC for processing Change of Address for a separated employee for W-2 purposes only

1.1.2.4.14 Retain or shred the uploaded documents, per DOC’s document retention policy

1.1.2.4.15 Review, research, and correct all EPP SINQ errors within one business day

1.1.2.4.16 In those cases where the employees EPP intentions cannot be determined, the Contractor shall contact the employee regarding the error to ascertain the intended transaction

1.1.2.4.17 Research and correct errors caused by inaccuracies or discrepancies in EPP entries

1.1.2.4.18 Enter the employee's intended transaction via HRConnect to resolve these errors

1.1.2.4.19 Conduct in scope bureau DOC leave adjustments and leave audits as well as resolve any errors/discrepancies within the pay period of the effective date of the action. If a leave audit is required, the leave adjustment shall be completed in the pay period immediately following the pay period in which the leave audit is completed, provided all required documentation for the leave adjustment was submitted by the required deadline for that pay period. This includes Voluntary Leave Transfer Program (VLTP) audits.

1.1.2.4.20 Compile documentation needed to review, analyze and correct leave discrepancies in webTA/ NFC Payroll/Personnel System

1.1.2.4.21 Collect approved documentation and process leave re-credit (restoration) requests

1.1.2.4.22 Monitor NFC PPS leave carryover balances for individuals in special appointment categories and re-credit leave as appropriate

1.1.2.4.23 Process requests for leave adjustments due to leave errors and Service Computation Date (SCD) Adjustments within the pay period of the effective date of the action. If a leave audit is required, the adjustment shall be completed in the pay period immediately following the pay period in which the leave audit is completed, provided all required documentation for the adjustment was submitted by the required deadline for that pay period.

1.1.2.4.24 Process Leave Data Transfers within the pay period of the effective date of the action, including complete and accurate information review, research; and correct all EPP SINQ errors each business day, prior to the next run of PINE cycle

1.1.2.4.25 Process separations PAR, pay lump sum payment, generate debt if necessary, and prepare and distribute Temporary Continuation of Coverage (TCC) package and mail to employee

1.1.2.4.26 Coordinate military deposits and civilian deposits and redeposits with the appropriate parties (employee, OPM, etc.), calculate the deposit/redeposit, and work with employee to determine payment implications

1.1.2.4.27 Recalculate the lump sum payment for those CAPS employees who separate immediately after annual salary adjustments

1.1.2.4.28 Process Leave Restoration requests:

· Accept, review, and process Payroll requests received via the HR Portal, KiteWorks, secure email, and secondary non-preferred options such as fax or mail

· Review all requests for compliance with policy

· Process compliant requests in HRConnect

· Update/reconcile leave balances between webTA and the NFC PPS utilizing a leave audit to assure the proper leave balances are in the NFC PPS

· For Leave Restoration requests requiring a leave audit, the leave restoration request shall be completed in the pay period immediately following the pay period in which the leave audit is completed, provided all required documentation for the leave restoration request was submitted by the required deadline for that pay period.

1.1.2.4.29 Process Lump Sum payouts for annual leave, change in work schedule, and separations as needed:

· Reconcile leave balances between webTA and the NFC PPS utilizing a leave audit to assure the proper leave balances are in the NFC PPS

· For lump sum payouts requiring a leave audit, the lump sum payout shall be processed in the pay period immediately following the pay period in which the leave audit is completed, provided all required documentation for the lump sum payout was submitted by the required deadline for that pay period.

· Determine if any Compensatory Time and/or credit hours is on the NFC PPS and process comp time payout based upon Fair Labor Standards Act (FLSA) designation

· Perform leave audits using payroll history data from webTA and the NFC PPS, as applicable

· Process leave adjustments into NFC, webTA, or both as applicable

· Process associated PAR action (e.g., change in work schedule)

· Enter all lump sum payment (annual leave and comp time) requests into HRConnect and generate an SF-1150

1.1.2.4.30 In support of Debt Management for Payroll, the Contractor shall process the following transactions within the pay period of the effective date of the action:

· Process all debt management cases for DOC employees; conduct the necessary research in order to establish that the debt is valid or invalid; provide letter of explanation to employee explaining debt; manage debts placed on hold due to employee request or waiver request

· Process all third-party debts/garnishments, including review and verification of court mandated documents for payroll and benefits transactions in accordance with federal regulations and mandates prior to processing; as needed seek DOC review for legal sufficiency of court or commercial documentation

· Establish a separate case file for each third-party debt for employees with multiple cases

· Stop garnishments as required by court order and maintain secure files of these documents

· Process all active and separated employee agency debts through Special Payroll Processing System (SPPS) in the NFC system if they are not automatically created through corrective or canceled personnel actions or corrected time and attendance records

1.1.2.4.31 Establish special handling team for processing of settlements, HCUPs, union dues, and other actions requiring specialized and extensive subject -matter expertise

1.1.2.4.32 Administer the Voluntary Leave Transfer Program (VLTP), by conducting the following activities in accordance with VLTP regulations and Department of Commerce policies:

· Intake, evaluate, approve, and process applications and donations from VLTP donors internal and external to Commerce via Enterprise Services Portal

· Intake, evaluate, approve, and process applications from VLTP recipients internal to Commerce within tenfive business days via Enterprise Services Portal

· Process the transfer of leave from internal or external donors to VLTP recipients at Commerce via webTA

· Conduct leave audits for VLTP donors and recipients, and correct any leave errors in webTA and NFC, as applicable prior to delivering an eligibility decision and as donor/recipient circumstances warrant

· Coordinate with external agencies to transfer leave to VLTP recipients outside of Commerce

· Maintain accurate VLTP leave balances for recipients and donors in webTA and NFC TINQ

· Track enrollment in VLTP and termination dates for leave recipients

· Manage searchable electronic database of VLTP recipients and provide limited access to VLTP recipient database for approved VLTP donors via Enterprise Services Portal

· Provide appropriate and timely notifications to VLTP recipients, donors, supervisors and timekeepers (e.g., enrollment start or termination)

· Provide termination notifications to VLTP recipients and managers of 2 weeks prior to termination date via recipients preferred communication method, including but not limited to electronic correspondence, phone call or mailed letter.

· Credit or eliminate any unused leave back to the VLTP donor as applicable

· Maintain and provide records or reports in support of OPM VLTP reporting requirements and A-123 audits

· Adapt processes to address A-123 audit or other audit findings, if applicable

1.1.2.4.33 The above list is not an all-inclusive list. In the event an unforeseen circumstance requires additional guidance from the Government, the Contractor shall propose options for review and approval by the HR Tower to ensure timely and accurate processing. Errors in documentation or permanent guidance will be presented to the CCB for formal inclusion in ES documentation.

1.1.2.5 Personnel Action, Payroll, and Benefits Processing Management The Contractor will manage all PAR, Payroll, and Benefits processing. As part of personnel action, payroll, and benefits processing management, the contractor will, by its signature wherever needed, verify and validate the completeness and accuracy of any and all forms, documents and related materials. These actions will be processed in accordance with the OPM GPPA and all other related requirements as detailed in this document and associated Attachments. Relevant processing actions related to Personnel and Payroll Processing Management include:

1.1.2.5.1 Develop, update, and submit to DOC for approval desktop procedures (DTPs) required to manage internal operations (e.g., by Nature of Action type or payroll document type). For Standard Operating Procedures (SOPs), the contractor shall participate in the development of Standard Operating Procedures that are provided to the HR Tower for final approvals

1.1.2.5.2 Implement changes to all documented PAR, Payroll, and Benefits procedures to address any changes to standing policies and regulations or to incorporate process improvements in consultation with, or as directed by, ES HR/ OHRM/ Local HR. Guidance will be provided formally as defined by the change control processes. ES asserts that any policy updates impacting processing derived from OPM or other regulatory bodies should be completed by the Contractor as a result of doing business without having to be first presented to the CCB. Updated process documentation should go through the CCB to record application of changes and accurate processing of actions should not be disrupted while documentation changes are made. With the exception of action(s) of a critical or time-sensitive nature (e.g., Pay Impacting), the Contractor and ES will mutually agree upon the operational cost and timeline of implementing the changes prior to any process changes being made

1.1.2.5.3 Communicate with Bureau managers or HR staff when errors or discrepancies are identified in order to obtain necessary information/documentation/corrections to process personnel actions accurately in a timely and compliant manner

1.1.2.5.4 Set effective dates for personnel and payroll actions in accordance with applicable Federal laws, policies, and procedures and communicate these effective dates to management and/or employees as instructed by DOC. Once established, effective dates for service requests may only be changed in accordance with established policies or if review and approval has been obtained from the HR Tower. Service requests that have effective dates and/or actual processing “pushed” to a future pay period outside of established written policy parameters (or without specific written permission from the HR Tower) will be considered untimely by all relevant contract performance measures.

1.1.2.5.5 Service requests that, according to established written policy parameters (or with specific written instruction from the HR Tower), are not appropriately “pushed’ to a future pay period will also be considered untimely by all relevant contract performance measures.

1.1.2.5.6 Maintain professional, accurate, and timely customer service in accordance with the Service Level Agreements (SLAs) (see Attachment 3: Target SLAs)

1.1.2.5.7 Respond to and resolve all inquiries effectively, and in a timely manner, to all customers, DOC, and other contractors providing related services to DOC, in accordance with SLAs

1.1.2.5.8 Respond to action-related inquiries from local HR, Managers and Proxies and employees (as appropriate)

1.1.2.5.9 For all annual operational processes, provide historical documentation (e.g., performance pay spreadsheets from years prior, CAPS FESI pay adjustment files from years prior, etc.) to ES for analysis as needed.

1.1.2.6 Records Management - eOPF Maintenance and Reporting

The Contractor shall follow the maintenance and disposition guidance issued by the National Personnel Record Center (NPRC), the GPR, Enterprise Human Resources Integration (EHRI) Group, and NARA as it relates to the eOPF Recordkeeping. Business rules developed by DOC ES will be tied to performance as defined by applicable SLA. The Contractor is responsible for eOPF maintenance for actions and transactions that it processes. In support of Establishing and Maintaining Employee Records, the Contractor shall:

1.1.2.6.1 Adhere to Federal requirements regarding the disposition of records. All applicable laws, regulations and procedures shall be followed

1.1.2.6.2 Establish and maintain appropriate Employee Records in eOPF, performing all activities necessary for full and proper recordkeeping, including obtaining prior Federal folders from other Federal agencies. Outreach to previous agency will occur the pay period after the employee transfers to Commerce from another agency. Once prior Federal folders are received, the Contractor will ensure service computation dates are correctly calculated and validate the transfer of any leave

1.1.2.6.3 Establish and maintain an electronic records management system within ServiceNow for all Payroll and Benefits processing documentation not required for upload to eOPF

1.1.2.6.4 Scan, upload and index and maintain all DOC designated temporary documents, to include a new hire’s resume or application, beneficiary forms, payroll documents and performance award SF 50s into eOPF system and appropriate electronic and paper filing system

1.1.2.6.5 Comply with the GPR when reconstructing official personnel folders

1.1.2.6.6 Furnish information upon request, and provide duplication of eOPF records as required

1.1.2.6.7 Scan and upload beneficiary forms, payroll, performance records and manual SF-50s (Notification of Personnel Action) for all employees including settlement cases into either eOPF or the appropriate electronic and paper filing systems

1.1.2.6.8 Upload subsequent payroll documents into eOPF or the appropriate electronic and paper filing systems

1.1.2.6.9 Ensure the availability of records as provided under the Privacy Act of 1974, 5 U.S.C. §552a as amended

1.1.2.6.10 Ensure the disposition of electronic folders is completed in compliance with the OPM EHRI and GPR to include the scrubbing and purging of folders within 90 days after employees separate

1.1.2.6.11 Disposition and destroy all non-record hard copy documents, folders and paper OPFs in compliance with OPM regulations and in accordance to the General Record Schedule (GRS)

1.1.2.6.12 Provide inputs as needed for operational communications regarding system availability and other updates

1.1.2.6.13 Receive OPM updates and apply to processes as necessary, provide input into operational communications in order to share changes with user community where appropriate

1.1.2.6.14 Support the establishment of eOPF payroll folder and integrate in all processes as applicable

1.1.2.7 Contact Center

The Contractor shall complete the following activities:

1.1.2.7.1 Design customer service processes which prioritize high-quality, high-touch services and focus on end-to-end experience rather than discrete processing steps

1.1.2.7.2 Provide support for HR services, HR Applications, and HR transactions that receive inquiries including self-service resources in a tiered manner from Tier 1 to Tier 2. The tiered support to include initial support for basic HR-centric customer issues (tier 1), more in-depth and complex support for functional and technical issues tier 2), and appropriate hand-offs to tier 3 support potentially external to ES based on service or application. GDIT will own tiered support for non-HR inquiries, with warm transfers occurring between both the Contractor and GDIT, when appropriate.