Questions and Answers PPB2_rev.1.xlsx
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- Solicitation number
- 1331L520R13ES0008
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This document contains questions and answers related to a solicitation for Personnel Action Request (PAR), Payroll and Benefits Services (PPB2) for the U.S. Department of Commerce. The Department intends to award an Indefinite Delivery, Indefinite Quantity contract to provide PAR, payroll and benefits transaction processing services using existing technology across multiple Commerce offices. Questions are due by May 15, 2020 and proposals are due by June 8, 2020. The incumbent contractor is Accenture Federal Services. Services will include PAR processing, payroll processing, benefits administration, time and attendance tracking, and customer support functions. The contractor must meet defined service level agreements for accuracy and timeliness of transaction processing.
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| File | Type | Posted |
|---|---|---|
| Q_A Supplement.pdf | ||
| SF1449-PPB2.pdf | ||
| Attachment 1_Transition Services_PWS_rev.1.docx | DOCX document | |
| Attachment 2_Operational Services_PWS_rev.1.docx | DOCX document | |
| Attachment 7_Key Personnel Role Descriptions_rev.1.docx | DOCX document | |
| Solicitation - PPB2_rev.1.docx | DOCX document | |
| Attachment 10_Pricing Template_vF.xlsx | XLSX spreadsheet | |
| Attachment 8_Question Template_vF.xlsx | XLSX spreadsheet | |
| Attachment 7_Key Personnel Role Descriptions_vF.docx | DOCX document | |
| Attachment 6_Transaction Volumes_vF.xlsx | XLSX spreadsheet | |
| Attachment 3_Target Service Level Agreements_vF.docx | DOCX document | |
| Attachment 5_ES HR PPB Scope Document_vF.docx | DOCX document | |
| Attachment 1_Transition Services_PWS_vF.pdf | ||
| Attachment 9_Staffing Model Template_vF.xlsx | XLSX spreadsheet | |
| Attachment 2_Operational Services_PWS_vF.pdf | ||
| Attachment 4_Process Map Overview_vF.xlsx | XLSX spreadsheet | |
| Solicitation - PPB2_vF_05082020.pdf |
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Sheet1
ATTACHMENT 8
PPB2 Questions and Answers
Please provide all questions as well as document and page/section references (if applicable) in the fields below. Please return the completed form to the email address listed in the Request for Proposal (RFP) according to the deadline noted in the RFP.
| Ref # | Functional Area | Document Name | Section and Page Number | Question | Response | RFP Revision Required? |
| 1 | ACQ | RFP | Section L.B.1.d, Section 1: Design and Build Technical Solution; Page 74 | The solicitation calls for a Project Plan in a WBS format within the Appendix. Please confirm that the WBS Appendix is not included in the total page count, similar to Attachment 9, Staffing Model (that the Government has confirmed is excluded from page count). | The Project Plan in a WBS format within the Appendix does not count towards the page limit of the Technical Proposal. Attachment 9, Staffing Model also does not count towards the page count of the Technical Volume. | No |
| 2 | ACQ | Solicitation | L.1 © | The solicitation states "Offer Submission Deadline: 4:00 pm ET, Friday, June 5, 2020." However, beta.SAM.gov states that proposals are due 4:00 pm ET June 8, 2020. Can the Government please confirm the correct proposal submission deadline? | Monday, June 8, 2020 is the proposal due date. The solicitation submission deadline has been updated to align with the Beta.Sam announcement. | Yes |
| 3 | ACQ | RFP | Section H, 1352.237-75 Key Personnel (b), Page 31 | The section states the contractor shall obtain the consent of the Contracting Officer prior to making key personnel substitutions. Would the Government please define what is required to obtain consent? | Contractors are required to notify the Contracting Officer prior to the changing of Key Personnel with the submission of the proposed new Key Personnel qualifications, typicallly their resume, which demonstrates skills, experience and qualifications equal or better than the original Key Personnel proposed. The Government may reject the substitution if the new proposed personnel do not offfer at least the same level of qualifications as proposed which was a factor in the offeror's selection for award. | No |
| 4 | ACQ | Attachment 1 | 1.12, Page 3 | Period of Performance reads "(APR 2010) for Task Order 1" - Should this read "(APR 2020)…"? | The "(APR 2010)" in the title line of paragraph 1.2 refers to the date of the 1352.270-70 clause which is correct. The date has no beaing on the dates specified under the clause. | No |
| 5 | ACQ | Attachment 1 | 2.1.2, Page 6 | Who is/are the incumbent(s)? | Accenture Federal Services | No |
| 6 | ACQ | Solicitation | I. Contract Clauses; Page 43 | Paragraph (c) of the Option to Extend the Term of the Contract clause states "The total duration of this contract, including the exercise of any options under this clause, shall not exceed 66 months." Can the Government please confirm the total duration is 78 months? | Updated clause 52.217-9(c) to read 78 months | Yes |
| 7 | ACQ | Solicitation | L.2 Clauses Incorporated in Full Text; Page 70 | Subsection (2) of the Potential Organizational Conflict of Interest clause states: "As a part of the proposal, the offeror shall provide the Contracting Officer with complete information regarding previous or ongoing work that is in any way associated with the contemplated acquisition." Will the Government please confirm this information should be located in the Pricing Volume? | Applicable conflict of information information as requested should be provided in the Pricing Volume III of the proposal. | No |
| 8 | ACQ | Attachment 10: Pricing Template | Operational Services (TO 2) Tab | Is Year 1 of TO1 and Year 1 of TO2 considered the same time period? For example, if bidder assumes a 10-month transition plan in TO1, should they assume the remaining two months of operational services in Year 1 of TO2? | Task Order 01 and 02 are performed sequentially. Task order 01 is fixed price for design, build and transition to operatons. Task order 02 is steady state transactional services when all using bureaus have been transitioned. | No |
| 9 | ACQ | DRAFT PERFORMANCE WORK STATEMENT (PWS) FOR TASK ORDER (Attachment 2) | Page 1 1.2 | The document shows the Period of Performance starting April 2010. What is the actual anticipated period of performance? | Actual performance dates for Attachment 2 are dependent upon the completion of Task Order 01, but no later than 12-months after Task Order 1 begins, and are currently TBD based on the chart in 1.2.2 in Attachment 2. The "April 2010" date refers to the date of the clause 1352.270.70 and has no relevance on the perfomance dates as specified under the clause. | No |
| 10 | HR | Attachment 1, Transition Services and Attachment 2, PWS | Section 2.1.2.4.32 | The PWS states, "Administer the Voluntary Leave Transfer Program (VLTP) by conducting the following activities in accordance with VLTP regulations and DOC policies: Intake, evaluate, approve and process applications and donations from VLTP donors." Is the intent that contractors approve VLTP requests? | The approver of the VLTP application will remain with Federal HR Specialists. The contractor will be expected to administer VLTP individual cases. | No |
| 11 | HR | Solicitation | C.4 Place of Performance | Given the uncertainties of post-COVID working environment nationwide, what flexibilities is the Government willing to allow for extensive telework? | The Government will consider opportunities for extensive telework both 1). after award and 2). if it still applies at the time of onboarding. The preference of the Government is that the contractor will perform duties on-site at a dedicated center to allow for maximized knowledge sharing, SME support, quality control, and Federal oversight of all HR processing activities. However, as stated in the solictiation, teleworking, use of value-add alternative geographical sites and other work flexibilities may be utilized to ensure that the PP&B contractor staff has the overall required skills and experiences across the integrated suite of services to perform the work according to the Service Level Agreements. | No |
| 12 | HR | RFP | Section C, 3.2.2.1.3, Page 14 | It is not clear under Benefits if the contractor is required to provide Benefits counseling with employees to include Retirement and Death cases. Would the Government please clarify? | Retirement counseling and death benefits counseling will remain with bureaus and is not a requirement for the contractor. | No |
| 13 | HR | Attachment 2: Operational Services PWS | Section 2.1.4: Payroll Transaction Processing; Subsection 2.1.4.32 (VLTP); Page 26 | It is our understanding that administration of VLTP (including intake, evaluation, approval, and processing of applications and donations) resides within the bureaus today. |
a) Is it correct to assume that the systems to be used to conduct these activities will be furnished by the government for contractors to manage?
b) Are there established processes the contractor will use or will the contractor be required to create the processes for the bureaus to use?
c) Will the VLTP volumes be provided separately or are they included in the volumes for payroll? a.) It is correct to assume VLTP will be enabled via webTA, NFC, and the ServiceNow technology furnished by the Government. However, the contractor is expected to update and maintain the data within the system on a regular basis.
b.) The contractor will be required to partner with ES and our bureau customers to establish standardized processes for the management of VLTP processes.
| c.) VLTP services are not currently tracked and therefore are not provided within the provided Payroll volumes. The contractor should instead provide any assumptions associated with presumed VLTP processes within response. | No | ||||||
| 14 | HR | Attachment 2: Operational Services PWS | Section 2.1.4: Payroll Transaction Processing; Subsection 2.1.4.32 (VLTP); Page 26 | It is our understanding that the OPM guidelines for processing approval or disapproval of VLTP applications is 10 calendar days or later. Can the Government please clarify their processing timeline of five business days in this section for the VLTP intake, evaluation, approval and processing of internal VLTP recipients? | The timeline of five business days has been changed to 10 business days. There is no reference to five business days in the OHRM Policy for the Department of Commerce. Per the OHRM policy, "Your supervisor checks the application and forwards it to the servicing human resources office, and they have 10 working days to notify you in writing that they approve or disapprove your application." | Yes | |
| 15 | HR | Solicitation | Page 15 C.4 | Does the phrase ‘key portion’ refer to key personnel, or a majority of contract support personnel? | "Key portion of the personnel" as stated on page 15 Section C.4 of the solicitation refers to a majority of processors supporting the DOC PP&B program. | No | |
| 16 | HR | Transition Services Attachment 1 | Page 3 Employees Serviced by Bureau Chart | Does the number of employees listed under the Census Bureau (6687) account for possible delays to the 2020 US Census due to the Covid-19 outbreak? | The number of employees accounts for the entire in-scope population for Census; the in-scope population does not include Census Decennial field staff. | No | |
| 17 | HR | Key Personnel Attachment 7 | Page 1 | Can a higher level degree be used in lieu of minimum years of experience? For example, the Program Manager minimum requirements is Bachelors Degree and 15+ years of Program Management Experience. Will a Master's Degree with 11+ years of experience be acceptable? | The Government strongly prefers that contractors adhere to the key personnel descriptions. However, Key Personnel must perform commensurate to personnel who generally have these levels of education and experience. Government assessment of Key Personnel will occur during both the evaluation of written proposals and during the Key Personnel Orals. The Government requires Key Personnel who perform consistent with the requirements stated, regardless of actual resume qualifications. Offerors are highly encouraged to describe the techncial attributes each offered Key Personnel brings to accomplishing the requirements described. | Yes | |
| 18 | HR | Key Personnel Attachment 7 | Page 3-8 | For positions where Bachelor's Degree is only preferred, can the years experience be less for a candidate with a Bachelor's degree or higher. For example, if the Benefits lead candidate (page 4-5) has a Bachelor's degree and all the preferred skills will 6+ years of experience be acceptable instead of 10+ years without the Bachelor's Degree? In General: can we substitute a higher level degree for 3-4 years of experience for positions requiring 10+ years of experience and 2 years of experience for positions requiring 5+ years of experience? | The Government strongly prefers that contractors adhere to the key personnel descriptions. However, Key Personnel must perform commensurate to personnel who generally have these levels of education and experience. Government assessment of Key Personnel will occur during both the evaluation of written proposals and during the Key Personnel Orals. The Government requires Key Personnel who perform consistent with the requirements stated, regardless of actual resume qualifications. Offerors are highly encouraged to describe the techncial attributes each offered Key Personnel brings to accomplishing the requirements described. | Yes | |
| 19 | HR | PPB Volumes Tab | Projected 2021 DOC Enterprise Services… / Contact Center Volumes | What is the distribution of volume transactions by time of day? | The Government is not able to provide distribution of volume transactions by time of day at this time. Please reference the information provided in Attachment 6 - Transaction Volumes and document any additional assumptions used respectively to inform your proposal. | No | |
| 20 | HR | Attachment 7: Key Personnel Descriptions | Quality Control Lead; Pages 2-3 | We recommend as a Minimum Requirement that the Quality Control Lead have a “Minimum of 8 years Quality Control Experience”. Further, we recommend that Federal HR Experience is a Preferred Skill for the Quality Control Lead? | The Quality Control Lead's Minimum Requirements has been updated to state "Minimum of 8 years Quality Control Experience". However, Federal HR Experience will remain as a minimum requirement for the Quality Control Lead. | Yes | |
| 21 | IT | Attachment 1, Transition Services and Attachment 2, PWS | Section 2.1.1.6 | The PWS states, "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". Are all Bureaus using HRConnect to flow RPAs? | No, all bureaus utilizing HRConnect do not flow through Robotic Process Automations. All integrations and/or automations between HR systems and the ES ServiceNow platform will be maintained by the Government and is outside the scope of responsibility for the PP&B contractor. | No | |
| 22 | IT | RFP | Section C, 3.2.1.15, GRB, Page 13 | "The contractor will be required to acquire licenses for this system." | |||
| Would the government please share what the current number of licenses are for GRB to perform the function? | To perform the current function, approximately 10 licenses are currently alloted for GRB. | No | |||||
| 23 | IT | Attachment 1: Design and Build | |||||
| Attachment 2: Operational Services PWS | Attachment 1: Section 2.1.2.10: Reporting; Pages 34-36 |
| Attachment 2: Section 2.1.10: Reporting; Pages 40-42 | Is the new DOC-provided ServiceNow solution envisioned as the reporting database for the requested information? | The primary reporting database will be the ES ServiceNow solution. Data from the ES ServiceNow ticket management system, as well as HRConnect, NFC Payroll/Personnel System (PPS), eOPF, and the contractor's Contact Center technology, will be referenced when calculating SLAs, according to the calculations in Attachment 3. | No | ||||
| 24 | IT | Attachment 2: Operational Services PWS | Section 2.1.14: Quality Control; Page 44 | Subsection 2.1.14.1 states "Provide a secure interface that enables electronic review of submitted forms". Will the Government please provide more detail regarding this statement, and whether it is covered by one of the Technology Solutions provided by DOC ES or by the Contractor? | DOC will provide GFE where VPN will be required to access the submitted forms. No additional technical solution or system will need to be provided by the contractor. | Yes | |
| 25 | IT | Solicitation | Page 13 3.2.1.15 Table | Does DOC have a Master GRB license for which the Offeror will only need to acquire a license for it's staff, which will be less than 1,000 users? If so, shall the annual expense be incorporated into a fully burdened hourly rate or as pass through expense? | The Government does no believe that the contractor will need an ‘unlimited’ GRB license as the application is not deployed in a self-service manner to DOC employees. The Government expects that the contractor will need the ‘limited – full’ license which is intended for HR Professionals. The Government expects the number of licenses needed to be fairly limited to the number of employees that will be determining SCDs. The contractor can expect the Government to provide the contractor a letter stating the contractor is purchasing licenses on behalf of the government in order to receive government pricing. |
| The contractor is expected to incorporate this expense into their pricing proposal as part of their overhead; however, they should indicate in their pricing assumptions how much they estimate for these licenses. | No | ||||||
| 26 | IT | PPB Volumes Tab | Projected 2021 DOC Enterprise Services… / Contact Center Volumes | Would a language line be acceptable for multi-lingual customer service support? | Yes, a language line is acceptable for multi-lingual customer service support | No | |
| 27 | IT | Solicitation | All Sections | Can the Government please clarify the differences between the references throughout the solicitation to the "ServiceNow Portal", "ES Portal", "ITSM ServiceNow" and "HRSD"? | ServiceNow Portal and the ES Portal refer to the same technology. The ITSM & HRSD ServiceNow are applications within the ServiceNow platform, both of which are accessible to the contractor. HRSD will be the application used for HR ticket management. | Yes | |
| 28 | PMO | Attachment 9: Staffing Model Template | Labor Category Descriptions Tab | Based on the provided labor categories and the solicitation scope we believe there are skills that are not represented for our solution. Will the Government please confirm offeror may bid additional labor categories to more accurately reflect their proposed solution? | Contractors should adhere to the labor categories specified within the solicitation. Additional staffing positions within the staffing plan narrative (Element 6) may be referenced within the technical response, but provided staffing and pricing templates are required to be populated according to solicitation instructions. Offeror specific labor categories may be cross-referenced to those identified in the template. | No | |
| 29 | PMO | RFP | Section L.B.1.d, Section 1: Design and Build Technical Solution; Page 74 | Should the WBS include Transition activities up to the point of the first Bureau Go-Live or continue throughout the entire Task 1 PoP? The ambiguity in the Go-Live timing and Bureau participants will require the contractor to establish significant assumptions to respond accurately. | The WBS should include transition activities throughout the entire Task 1 Period of Performance and assume all transition activities for all bureau participants. The contractor should note all assumptions accordingly. The Bureau Go-Live FTE volumes have been updated in Attachment 1, page 4 to remove ambiguity. | Yes | |
| 30 | PMO | RFP | C.4, ATO, Page 16 | If a bidder has a secondary support facility outside the 50-mile radius, can this secondary facility also be granted an ATO? | The Government may consider a secondary support facility 1). Only after IDIQ initiated award, and 2). Only with written approval by Government. At this time, the contractor should assume a center facility compromised of at least 80% of service center staff within the 50-mile radius of the Greater Washington Area, as stated within solicitation requirement C.4 PLACE OF PERFORMANCE. | No | |
| 31 | PMO | RFP | Section H, 1352.237-75 Key Personnel (a), Page 31 | With the exception of the Program Manager and the HR Subject Matter Expert. there are not a Labor Categories for the other Key Employee “Lead” category positions. Would the Government please consider adding these additional “Lead” labor categories to the Attachment-10 IDIQ Rate Card? | The contractor must only use the labor categories included in the solicitation. The "Senior" labor categories can be used for the Lead category positions. | No | |
| 32 | PMO | Attachment 1 Transition Services Task Order PWS | General | Would the Government share the number of FTE currently supporting this work via current contractor by section PAR, Contact Center, Personnel Processing, Benefits, Time and Attendance, HRIT etc.? | The Offeror is required to provide the numbers of qualifed personnel to meet the performance requirements of the contract in accordance with their proposed technical approach. Current FTE performing are based on the incumbent's technical approach and would not necessarily provide any relational information to Offerors. | No | |
| 33 | PMO | Attachment 9. Staffing Model Template and Attachment 10, Pricing Template | Section J...Attachment 9, Staffing Model Template and Attachment 10, Pricing Template | Attachments 9 and 10 represent the staffing plan hours and dollar calculation templates. Attachment 9 has a staffing template for Transition and Operational Services Labor Category and Hours, i.e. TO 1, and TO 2 which includes separate table for PAR, Benefit, Payroll and HRIT. |
Attachment 10 does not contain the related tables included in Attachment 9. It only contains the conversion to dollars for Transition Services. It does not contain an individual functional areas spreadsheet for PAR, Benefit, Payroll and HRIT dollars.
In order to provide DOC/ES with the basis of our TO 2 Operational Services FFP/FTE and FUP Rates, we need to convert the Attachment 9, functional area PAR, Benefit, Payroll and HRIT TO 2 staffing hours into dollars. Question: Can either DOC/ES directly, or the contractor add an additional spreadsheet to Attachment 10, to calculate the dollars associated with the Attachment 9, Operations Services, i.e., PAR, Benefit, Payroll and HRIT hours? Attachment 10 is the template for pricing.
For Transition Services (TO 1), Offerors are requried to provide a fixed price for the full year of services required under the transition. The Attachment 10 TO 1 Tab is designed to provide an assocation of planned effort and staffing organization that supports the TO 1 price and technical approach which is why it correlates directly with the Staffing Model (Attachment 9).
| For Operational Services (TO 2) pricing, the awardee will be paid based on the number of transactions completed for the price of each transaction type. The Staffing Model will be used as part of the assessment of the Offeror's technical approach, but is not relevant to the price paid as pricing during steady state operations is based on quantity and types of actions performed, not a labor support model. | No | ||||||
| 34 | PMO | Solicitation | C.5 Period of Performance; Page 16 | Will the Government please provide the start date that bidders should use for estimating purposes? | The Government anticipates an award date in late FY20. As per Attachment 1 (Transition Services), Section II, the Contractor should assume up to a 6-month transition period between award and the first go-live. During this time, the contractor will be responsible for the Design & Build activities outlined in Attachment 1. The subsequent six months will include the three go-lives where the Contractor will begin transitioning to operations by phasing in support of bureaus. It is anticipated that some refinements of the Design & Build activities may be required to resolve any conflicts or issues that arise during the transition as defined in Attachment 1. It is expected that the contractor will be in a fully operational state by the third Go-Live. After a short period of operations in the third Go-Live, Task Order 01 (Attachment 1) will end followed by issuance of Task Order 02 (Attachment 2) for steady-state transaction-based operations. Attachment 1, Section II has been updated to provide greater clarity on expected FTE count for each go-live so that the vendor may plan accordingly. | Yes | |
| 35 | PMO | Attachment 1: Design and Build | |||||
| Attachment 2: Operational Services PWS | Attachment 1: Section 2.1.2.7 Contact Center |
Subsection 2.1.2.7.31 - 32; Page 28
Attachment 2: Section 2.1.7 Contact Center Subsection 2.1.7.31 - 32; Page 34 It is our understanding that the Government's current PMO Support Contractor authors and submits externally-visible FAQs, SOPs, and publicly-facing training materials. Will the Government please clarify if the Offeror will assume these requirements going forward? The contractor will not assume any ownership over these documents, but will instead adhere to the requirements outlined in the solicitation:
For Standard Operating Procedures (SOPs), the contractor shall provide input and content for Standard Operating Procedures during the Design & Build phase. During ongoing operations, the contractor will participate in the development of Standard Operating Procedures that are provided to the HR Tower for final approvals.
For FAQs and other artifacts, the contractor shall support the drafting, maintenance, and content creation for client‐facing HR services Frequently Asked Questions (FAQs) and Knowledge Articles (KAs) on the ES Portal. The contractor will then submit these items to DOC for review prior to posting on the ES Portal.
| No | |||
| 36 | PMO | Attachment 1: Design and Build | |
| Attachment 2: Operational Services PWS | Attachment 1: Section 2.1.2.10: Reporting; Pages 34-36 |
| Attachment 2: Section 2.1.10: Reporting; Pages 40-42 | It is our understanding that the Government's PMO Contractor provides many of the services outlined in this section. Will the Government please clarify whether it is the responsibility of the Offeror to begin fulfilling these services? | The contractor shall provide all services outlined in the provided Performance Work Statements. The PMO Contractor does not perform Operatonal Services and would not perform the Design and Build services respective to the awardee's technical solution. These services are all requirements of the awardee. | No | ||||
| 37 | SM | Solicitation | 3.2.2.2.1 Project Management | Third bullet states, "Conducting, supporting, and responding to audits and inquiries as requested by ES, DOC, Bureaus, external parties, and/or other Contractors as needed." What is the frequency and complexity of these requests and data calls? | The Office of Financial Management’s (OFM) annual Financial Systems Audit (FSA) and the periodic A123 Audit (Management Accountability and Control) are the primary drivers for activities related to audit requests. Complexity of requests and/or data calls vary according to the nature of the request being made; however, data from Contact Center, PAR, PAY, BEN (and related supporting operations such as document management) are always areas of interest. Responses to audit requests may also involve securely collecting and delivering PII. Audit-related requests may also come from customer bureaus who are (themselves) under an audit and need data from us so they can be responsive to the auditors they are working with. Lastly, external entities may initiate an audit on Enterprise Services. An example of this would be the annual OPM audit conducted by the USDA called the Agreed Upon Procedures (AUP) Audit … this obviously examines those operational procedures and it also includes a review of the National Finance Center’s payroll database. In summary, audit-related activities (and the provisioning of data) may be either simple or complex activities. In terms of frequency, though not constant, audit related activities will likely involve staff resources to some degree each month on average. | No | |
| 38 | SM | PPB Volumes Tab | Projected 2021 DOC Enterprise Services… / Contact Center Volumes | What channels are currently supported (voice, email, text/SMS, chat)? | Currently, email, portal (self-service) and phone inquiries are supported. Chat is a future option and has been added to the solicitation. Update in Solicitation page 15, paragraph 3.2.2.2.5 | Yes | |
| 39 | SM | Attachment 2, Operational Services | Section 1.3.4. Effects of Not Meeting SLAs | Reference SLA Metric chart. How are accuracy percentages determined for transactional processing timelines? From which system(s) is the data extracted? | All SLAs will be calculated according to the definitions in Attachment 3: Target Service Level Agreements for Operational Services. Specifically, the PAR, Payroll and Benefits Accuracy SLAs are calculated based on the results of a Government-conducted audit, as specified in Attachment 3. Data from the ES ServiceNow ticket management system, as well as HRConnect, NFC Payroll/Personnel System (PPS), eOPF, and the contractor's Contact Center technology, will be referenced when calculating SLAs. | No | |
| 40 | SM | Attachment 2, Operational Services | Section 1.3.4. Effects of Not Meeting SLAs | Reference SLA Metric chart. What are current accuracy percentages towards meeting transactional processing timelines? | Current SLA targets are not relevant to this RFP. All future performance will be measured using the percentages included in Attachment 3. | No | |
| 41 | SM | Attachment 2, Operational Services | Section 2.1.1.16 | Mismatch reports - maintain rates at 99% or better. What is the formula for determining this percentage? | Data mismatch is measured using the HRConnect Mismatch report which measures the number of mismatches between records in HRConnect and NFC's PPS. The Data Maintenance SLA is calculated by taking the number of in-scope employee records without any mismatches divided by the total in-scope agency headcount. | No |
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