16PBGC19R00020001_FOSS.pdf

Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended, by one of the following methods:

(a) By completing items 8 and 15, and returning or (c) By separate letter or electronic communication which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted, such change may be made by letter or electronic communication, provided each letter or electronic communication makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

E. IMPORTANT: Contractor is not is required to sign this document and return copies to the issuing office.

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT 1. CONTRACT ID CODE

2. AMENDMENT/MODIFICATION NUMBER 3. EFFECTIVE DATE 4. REQUISITION/PURCHASE REQUISITION NUMBER 5. PROJECT NUMBER (If applicable)

7. ADMINISTERED BY (If other than Item 6) CODE

STANDARD FORM 30 (REV. 11/2016)

Prescribed by GSA FAR (48 CFR) 53.243

FACILITY CODE

9A. AMENDMENT OF SOLICITATION NUMBER

9B. DATED (SEE ITEM 11)

10A. MODIFICATION OF CONTRACT/ORDER NUMBER

10B. DATED (SEE ITEM 13)

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receipt of Offers is extended. is not extended.

12. ACCOUNTING AND APPROPRIATION DATA (If required) copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted;

13. THIS ITEM APPLIES ONLY TO MODIFICATIONS OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NUMBER AS DESCRIBED IN ITEM 14.

CHECK ONE A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE CONTRACT ORDER NUMBER

IN ITEM 10A.

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying office, appropriation data, etc.) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).

C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

D. OTHER (Specify type of modification and authority)

Except as provided herein, all terms and conditions of the document referenced in Item 9A or 10A, as heretofore changed, remains unchanged and in full force and effect.

15C. DATE SIGNED

15A. NAME AND TITLE OF SIGNER (Type or print)

16C. DATE SIGNED

16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)

14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

PAGE OF PAGES

6. ISSUED BY CODE

8. NAME AND ADDRESS OF CONTRACTOR (Number, street, county, State and ZIP Code) (X)

CODE

15B. CONTRACTOR/OFFEROR

(Signature of person authorized to sign)

16B. UNITED STATES OF AMERICA

(Signature of Contracting Officer)

Previous edition unusable

Attachment Page

The purpose of this Amendment is to incorporate the following changes as a result of the Questions and Answers:

• Extend the due date and time to November 7, 2018 at 5:00 PM EST

• Change the RFP NAICS code from 541990 to 524292

• Update Section B – IDIQ Pricing Schedule

• Update Section C – IDIQ PWS

• Update Section H – IDIQ Labor Category Requirements

• Update Section J – List of Attachments

• Update Section L – Instructions to Offerors

• Update Section M – Evaluation Criteria

• Update Attachment A – Historical Data

• Update Attachment K – Task Order Request for Task Order Proposal (RFTOP)

• Add Attachment L – Supplemental Government Furnished Equipment List

• Add Attachment M – Wage Determinations

PAGE 2 OF 109 16PBGC19R00020001

Table of Contents

SECTION B SUPPLIES OR SERVICES AND PRICES/COSTS

B.1 IDIQ Pricing Schedule

B.2 PBGC 52.216-7000 PRICE/COST (FEB 2013)

B.3 PBGC 52.216-7003 CEILING PRICE (FEB 2013)

B.4 PBGC 52.231-7000 OTHER DIRECT COSTS (MAY 2012)

SECTION C DESCRIPTION/SPECIFICATIONS/WORK STATEMENT

C.1 IDIQ PWS

SECTION E INSPECTION AND ACCEPTANCE

E.1 52.246-4 INSPECTION OF SERVICES--FIXED-PRICE (AUG 1996)

E.2 52.246-6 INSPECTION--TIME-AND-MATERIAL AND LABOR-HOUR (MAR 2001)

E.3 PBGC 52.246-7000 INSPECTION AND ACCEPTANCE OF DELIVERABLES (JAN 2012)

SECTION F DELIVERIES OR PERFORMANCE

F.1 52.242-15 STOP-WORK ORDER (AUG 1989)

SECTION G CONTRACT ADMINISTRATION DATA

G.1 Ordering Procedures

G.2 52.216-18 ORDERING (OCT 1995)

G.3 PBGC 52.201-7000 CONTRACTING OFFICER'S REPRESENTATIVE (JAN 2012)

G.4 PBGC 52.232-7000 SUBMISSION OF INVOICES (FIXED-PRICE) (SEPT 2017)

G.5 PBGC 52.232-7001SUBMISSION OF INVOICES (TIME AND MATERIAL AND LABOR-HOURS) (SEPT 2017)

G.6 PBGC 52.232-7002 INVOICE SUMMARIES AND CONTRACT CLOSEOUT (JAN 2006)

G.7 PBGC 52.237-7000 KEY PERSONNEL (APR 2018)

G.8 PBGC 52.237-7008 OBSERVANCE OF LEGAL HOLIDAYS (OCT 2018)

G.9 PBGC 52.242-7000 POSTAWARD CONFERENCE (MAR 2016)

SECTION H SPECIAL CONTRACT REQUIREMENTS

H.1 IDIQ Labor Category Requirements

H.2 PBGC 52.203-16Preventing Personal Conflicts of Interest (DEVIATION 18-01) (MAR 2018)

H.3 PBGC 52.204-7000 RECORDS MANAGEMENT (SEP 2017)

H.4 PBGC 52.209-7001 ORGANIZATIONAL CONFLICTS OF INTEREST (AUG 2017)

H.5 PBGC 52.209-7002 HANDLING PBGC DATA (MAY 2017)

H.6 PBGC 52.237-7001 EDUCATION AND EXPERIENCE QUALIFICATIONS (DEC 2014)

H.7 PBGC 52.237-7002 FITNESS DETERMINATION (SEPT 2017)

H.8 PBGC 52.237-7004 TRAINING (MAR 2016)

H.9 PBGC 52.237-7005 INFORMATION SECURITY TRAINING (MAR 2016)

H.10 PBGC 52.237-7006 PROFESSIONAL ATTIRE (OCT 2018)

H.11 PBGC 52.237-7007 DISPLAY OF PBGC IDENTIFICATION BADGES (FEB 2013)

SECTION I CONTRACT CLAUSES

I.1 52.202-1 DEFINITIONS (NOV 2013)

I.2 52.203-3 GRATUITIES (APR 1984)

I.3 52.203-13 CONTRACTOR CODE OF BUSINESS ETHICS AND CONDUCT (OCT 2015)

I.4 52.203-17 CONTRACTOR EMPLOYEE WHISTLEBLOWER RIGHTS AND REQUIREMENT TO INFORM EMPLOYEES OF

WHISTLEBLOWER RIGHTS (APR 2014)

I.5 52.204-2 SECURITY REQUIREMENTS (AUG 1996)

I.6 52.204-4 PRINTED OR COPIED DOUBLE-SIDED ON POSTCONSUMER FIBER CONTENT PAPER (MAY 2011)

I.7 52.204-7 SYSTEM FOR AWARD MANAGEMENT (OCT 2016)

I.8 52.204-9 PERSONAL IDENTITY VERIFICATION OF CONTRACTOR PERSONNEL (JAN 2011)

PAGE 3 OF 109 16PBGC19R00020001

I.9 52.204-16 COMMERCIAL AND GOVERNMENT ENTITY CODE REPORTING (JUL 2016)

I.10 52.209-7 INFORMATION REGARDING RESPONSIBILITY MATTERS (JULY 2013)

I.11 52.216-31 TIME-AND-MATERIALS/LABOR-HOUR PROPOSAL REQUIREMENTS -- COMMERCIAL ITEM ACQUISITION

(FEB 2007)

I.12 52.222-1 NOTICE TO THE GOVERNMENT OF LABOR DISPUTES (FEB 1997)

I.13 52.223-6 DRUG-FREE WORKPLACE (MAY 2001)

I.14 52.224-1 PRIVACY ACT NOTIFICATION (APR 1984)

I.15 52.224-2 PRIVACY ACT (APR 1984)

I.16 52.227-14 RIGHTS IN DATA--GENERAL (MAY 2014)

I.17 52.229-3 FEDERAL, STATE, AND LOCAL TAXES (FEB 2013)

I.18 52.232-17 INTEREST (MAY 2014)

I.19 52.232-39 UNENFORCEABILITY OF UNAUTHORIZED OBLIGATIONS (JUNE 2013)

I.20 52.232-40 PROVIDING ACCELERATED PAYMENTS TO SMALL BUSINESS SUBCONTRACTORS (DEC 2013)

I.21 52.233-3 PROTEST AFTER AWARD (AUG 1996)

I.22 52.239-1 PRIVACY OR SECURITY SAFEGUARDS (AUG 1996)

I.23 52.242-13 BANKRUPTCY (JUL 1995)

I.24 52.243-3 CHANGES--TIME-AND-MATERIALS OR LABOR-HOURS (SEP 2000)

I.25 52.244-6 SUBCONTRACTS FOR COMMERCIAL ITEMS (AUG 2018)

I.26 52.245-1 GOVERNMENT PROPERTY (JAN 2017)

I.27 52.246-25 LIMITATION OF LIABILITY--SERVICES (FEB 1997)

I.28 52.249-14 EXCUSABLE DELAYS (APR 1984)

I.29 52.253-1 COMPUTER GENERATED FORMS (JAN 1991)

I.30 52.212-4 I CONTRACT TERMS AND CONDITIONS--COMMERCIAL ITEMS (JAN 2017)--ALTERNATE I (JAN 2017).74

I.31 52.212-5 CONTRACT TERMS AND CONDITIONS REQUIRED TO IMPLEMENT STATUTES OR EXECUTIVE ORDERS--

COMMERCIAL ITEMS (AUG 2018)

I.32 52.216-19 ORDER LIMITATIONS (OCT 1995)

I.33 52.216-22 INDEFINITE QUANTITY (OCT 1995)

I.34 52.217-8 OPTION TO EXTEND SERVICES (NOV 1999)

I.35 52.217-9 OPTION TO EXTEND THE TERM OF THE CONTRACT (MAR 2000)

I.36 52.233-2 SERVICE OF PROTEST (SEP 2006)

I.37 52.252-2 CLAUSES INCORPORATED BY REFERENCE (FEB 1998)

SECTION J LIST OF ATTACHMENTS

J.1 List of Attachments

SECTION K REPRESENTATIONS, CERTIFICATIONS AND OTHER STATEMENTS OF OFFERORS

K.1 52.209-2 PROHIBITION ON CONTRACTING WITH INVERTED DOMESTIC CORPORATIONS-REPRESENTATION (NOV

2015)

K.2 52.212-3 OFFEROR REPRESENTATIONS AND CERTIFICATIONS--COMMERCIAL ITEMS (AUG 2018)

K.3 52.215-6 PLACE OF PERFORMANCE (OCT 1997)

K.4 52.222-25 AFFIRMATIVE ACTION COMPLIANCE (APR 1984)

K.5 52.225-25 PROHIBITION ON CONTRACTING WITH ENTITIES ENGAGING IN CERTAIN ACTIVITIES OR TRANSACTIONS

RELATING TO IRAN--REPRESENTATION AND CERTIFICATIONS (AUG 2018)

K.6 52.204-19 INCORPORATION BY REFERENCE OF REPRESENTATIONS AND CERTIFICATIONS (DEC 2014)

SECTION L INSTRUCTIONS, CONDITIONS, AND NOTICES TO OFFERORS

L.1 Instructions to Offerors

L.2 52.233-2 SERVICE OF PROTEST (SEP 2006)

L.3 52.252-1 SOLICITATION PROVISIONS INCORPORATED BY REFERENCE (FEB 1998)

L.4 PBGC 52.215-7003 EXPENSES RELATED TO PROPOSAL SUBMISSION (OCT 2004)

PAGE 4 OF 109 16PBGC19R00020001

SECTION M EVALUATION FACTORS FOR AWARD

M.1 Evaluation Criteria

M.2 52.217-5 EVALUATION OF OPTIONS (JUL 1990)

M.3 PBGC 52.215-7009 REFERENCE AND EVALUATION (OCT 2004)

PAGE 5 OF 109 16PBGC19R00020001

SECTION B

SUPPLIES OR SERVICES AND PRICES/COSTS

PAGE 6 OF 109 16PBGC19R00020001

B.1 IDIQ Pricing Schedule

FIELD OFFICE SUPPORT SERVICES IDIQ

CONTRACT LINE ITEMS

BASE YEAR

PERIOD OF PERFORMANCE: MARCH 04, 2019 – MARCH 03, 2020*

EUCLID, OH

(MARCH 04, 2019 – MARCH 03, 2020)*

CLIN Labor Category Maximum

Hours Rate Total Amount

00051001OH Project Manager II 2,080 00051002OH Assistant Project Manager 5,893

00051003OH

Benefits Administrator III (Supervisor) 28,773

00051004OH Benefits Administrator II 91,000 00051005OH Benefits Administrator I 130,173

00051006OH

General Clerk III -SCA Occupation Code: 01113 41,947

00051007OH

Technical Support Assistant – SCA Occupation Code: 14160 2,080

00053001OH Data Analyst 43,680 00053002OH Data Analyst Supervisor 6,240 00056001OH Investigator I&II 4,160 TOTAL (Labor) 353,366

OPTIONAL

SURGE

CLIN

Labor Category Surge Hours Rate Total Amount

00051003OHS

Benefits Administrator III (Supervisor) 2,014

00051004OHS Benefits Administrator II 6,370 00051005OHS Benefits Administrator I 9,112

00051006OHS

General Clerk III – SCA Occupation Code: 01113 2,936

TOTAL (Surge Labor) 20,432

PAGE 7 OF 109 16PBGC19R00020001

MIAMI (DORAL), FL

(SEPTEMBER 29, 2019 – MARCH 03, 2020)*

CLIN Labor Category Maximum

Hours Rate Total Amount

00051001FL Project Manager II 1,040 00051002FL Assistant Project Manager 2,080

00051003FL

Benefits Administrator III (Supervisor) 7,280

00051004FL Benefits Administrator II 31,200 00051005FL Benefits Administrator I 44,720 00051006FL General Clerk III - SCA

Occupation Code: 01113 4,160

00051007FL

Technical Support Assistant -SCA Occupation Code: 14160 1,040

00053001FL Data Analyst 21,840 00053002FL Data Analyst Supervisor 3,120 TOTAL (Labor) 116,480

WILMINGTON, DE

(JANUARY 16, 2020 – MARCH 03, 2020)*

CLIN Labor Category Maximum

Hours Rate Total Amount

00051001DE Project Manager II 520 00051002DE Assistant Project Manager 1,040

00051003DE

Benefits Administrator III (Supervisor) 2,080

00051004DE Benefits Administrator II 8,840 00051005DE Benefits Administrator I 13,000 00051006DE General Clerk III – SCA

Occupation Code:01113 2,600

00051007DE

Technical Support Assistant -SCA Occupation Code: 14160 520

00053001DE Data Analyst 7,280 00053002DE Data Analyst Supervisor 1,040

TOTAL (Labor)

736,920

PAGE 8 OF 109 16PBGC19R00020001

WASHINGTON DC / ALEXANDRIA VA

(MARCH 04*, 2019 – MARCH 03*, 2020)*

CLIN Labor Category Maximum Hours

Rate Total Amount

00053001WDC Data Analyst 43,680 00053002WDC Data Analyst Supervisor 6,240 TOTAL (Labor) 49,920

WASHINGTON DC

Section 5.2 period of performance July 1, 2019 to March 03, 2020* CLIN Quantity Unit Unit Price Total Amount 00052001

FFP

Section 5.2 Administrative Support and Document Intake

9 Months $ $

Base Year

TOTAL

Note: Firm Fixed Price amount will be paid on a monthly basis in arrears

ALL LOCATIONS

CLIN Total Amount 000ODC Other Direct Costs (includes postage, postage meters, supplies and travel - as approved by the

COR)

NTE $ 500,000

Notes:

• Program Manager and Admnistrative Assistant are not direct bill positions, but should be billed through G&A or overhead.

• ODCs are to be billed on a cost reimbursement basis and should not include any indirect load.

PAGE 9 OF 109 16PBGC19R00020001

OPTION YEAR 1

PERIOD OF PERFORMANCE: MARCH 04, 2020 – MARCH 03, 2021*

EUCLID, OH

(MARCH 04, 2020 – MARCH 03, 2021)*

CLIN Labor Category Maximum

Hours Rate Total Amount

10051001OH Project Manager II 2,080 10051002OH Assistant Project Manager 6,240

10051003OH

Benefits Administrator III (Supervisor) 39,520

10051004OH Benefits Administrator II 126,880 10051005OH Benefits Administrator I 183,040

10051006OH

General Clerk III-SCA Occupation Code:01113 79,040

10051007OH

Technical Support Assistant- SCA Occupation Code: 14160 2,080

10053001OH Data Analyst 43,680 10053002OH Data Analyst Supervisor 6,240 10056001OH Investigator I&II 4,160 TOTAL (Labor) 490,300

OPTIONAL

SURGE

CLIN

Labor Category Surge Hours Rate Total Amount

10051003OHS

Benefits Administrator III (Supervisor) 2,766

10051004OHS Benefits Administrator II 8,882 10051005OHS Benefits Administrator I 12,813

10051006OHS

General Clerk III -SCA Occupation Code: 01113 5,533

TOTAL (Surge Labor) 29,994

PAGE 10 OF 109 16PBGC19R00020001

(MARCH 04, 2020 – MARCH 03, 2021)*

CLIN Labor Category Maximum

Hours Rate Total Amount

10051001FL Project Manager II 2,080 10051002FL Assistant Project Manager 4,160

10051003FL

Benefits Administrator III (Supervisor) 14,560

10051004FL Benefits Administrator II 62,400 10051005FL Benefits Administrator I 89,440 10051006FL General Clerk III -SCA

Occupation Code: 01113 8,320

10051007FL

Technical Support Assistant - SCA Occupation Code: 14160 2,080

10053001FL Data Analyst 43,680 10053002FL Data Analyst Supervisor 6,240 TOTAL (Labor) 232,960

WILMINGTON, DE

(MARCH 04, 2020 – MARCH 03, 2021)*

CLIN Labor Category Maximum

Hours Rate Total Amount

10051001DE Project Manager II 2,080 10051002DE Assistant Project Manager 4,160

10051003DE

Benefits Administrator III (Supervisor) 8,320

10051004DE Benefits Administrator II 35,360 10051005DE Benefits Administrator I 52,000 10051006DE General Clerk III -SCA

Occupation Code: 01113 10,400

10051007DE

Technical Support Assistant -SCA Occupation Code: 14160 2,080

10053001DE Data Analyst 43,680 10053002DE Data Analyst Supervisor 6,240 TOTAL (Labor) 164,320

PAGE 11 OF 109 16PBGC19R00020001

(MARCH 04, 2020 – MARCH 03, 2021)*

CLIN Labor Category Maximum

Hours Rate Total Amount

10053001WDC Data Analyst 43,680 10053002WDC Data Analyst Supervisor 6,240 TOTAL (Labor) 49,920

WASHINGTON DC

(MARCH 04, 2020 – MARCH 03, 2021)*

CLIN Quantity Unit Unit Price Total Amount 10052001

FFP

Section 5.2 Administrative Support and Document Intake

12 Months $ $

Option Year

1 TOTAL

Note: Firm Fixed Price amount will be paid on a monthly basis in arrears

ALL LOCATIONS

CLIN Total Amount 100ODC Other Direct Costs (includes postage, postage meters, supplies and travel - as approved by the

COR)

NTE $ 500,000

Notes should be billed through G&Aor overhead.

PAGE 12 OF 109 16PBGC19R00020001

OPTION YEAR 2

PERIOD OF PERFORMANCE: MARCH 04, 2021 – MARCH 03, 2022*

EUCLID, OH

(MARCH 04, 2021 – MARCH 03, 2022)*

CLIN Labor Category Maximum

Hours Rate Total Amount

20051001OH Project Manager II 2,080 20051002OH Assistant Project Manager 8,320

20051003OH

Benefits Administrator III (Supervisor) 39,520

20051004OH Benefits Administrator II 126,880 20051005OH Benefits Administrator I 183,040

20051006OH

General Clerk III – SCA Occupation Code:01113 79,040

20051007OH

Technical Support Assistant-SCA Occupation Code: 14160 2,080

20053001OH Data Analyst 43,680 20053002OH Data Analyst Supervisor 6,240 20055001OH Call Quality Assurance Manager 2,080 20055002OH Call Team Supervisor 2,080 20055003OH Call Team Bilingual Supervisor 2,080

20055004OH

Call Quality Assurance Specialist-SCA Occupation Code: 01113

16,640

20055005OH

Call Team Level 3 Agent-SCA Occupation Code: 01043 8,320

20055006OH

Call Team Level 2 Agent-SCA Occupation Code: 01042 72,800

20055007OH

Call Team Level 1 Agent:SCA Occupation Code: 01041 52,000

20055008OH

Call Team Level 1 Agent (Bilingual)-SCA Occupation Code:01042

14,560

20056001OH Investigator I&II 4,160 TOTAL (Labor) 662,940

OPTIONAL

SURGE CLIN

Labor Category Surge Hours Rate Total Amount

20051003OHS

Benefits Administrator III (Supervisor) 2,766

20051004OHS Benefits Administrator II 8,882 20051005OHS Benefits Administrator I 12,813

PAGE 13 OF 109 16PBGC19R00020001

20051006OHS

General Clerk III- SCA Occupation Code : 01113 5,533

20055007OHS

Call Team Level 1 Agent- SCA Occupation Code: 01041 16,592

20055008OHS

Call Team Level 1 Agent (Bilingual)- SCA Occupation Code: 01042

1,952

TOTAL (Surge Labor) 48,538

(MARCH 04, 2021 – MARCH 03, 2022)*

CLIN Labor Category Maximum

Hours Rate Total Amount

20051001FL Project Manager II 2,080 20051002FL Assistant Project Manager 4,160

20051003FL

Benefits Administrator III (Supervisor) 14,560

20051004FL Benefits Administrator II 62,400 20051005FL Benefits Administrator I 89,440 20051006FL General Clerk III -SCA

Occupation Code: 01113 8,320

20051007FL

Technical Support Assistant – SCA Occupation Code: 14160 2,080

20053001FL Data Analyst 43,680 20053002FL Data Analyst Supervisor 6,240 TOTAL (Labor) 232,960

CLIN Labor Category Maximum

Hours Rate Total Amount

20053001WDC Data Analyst 43,680 20053002WDC Data Analyst Supervisor 6,240 TOTAL (Labor) 49,920

CLIN Quantity Unit Unit Price Total Amount

PAGE 14 OF 109 16PBGC19R00020001

20052001

FFP

Section 5.2 Administrative Support and Document Intake

12 Months $ $

Option Year

2 TOTAL

Note: Firm Fixed Price amount will be paid on a monthly basis in arrears

ALL LOCATIONS

CLIN Total Amount 200ODC Other Direct Costs (includes postage, postage meters, supplies and travel - as approved by the

COR)

NTE $ 500,000

Notes:

should billed through G&A or overhead.

OPTION YEAR 3

PERIOD OF PERFORMANCE: MARCH 04,

2022 – MARCH 03, 2023*EUCLID, OH

(MARCH 04, 2022 – MARCH 03, 2023)*

CLIN Labor Category Maximum

Hours Rate Total Amount

30051001OH Project Manager II 2,080 30051002OH Assistant Project Manager 8,320

30051003OH

Benefits Administrator III (Supervisor) 39,520

30051004OH Benefits Administrator II 126,880 30051005OH Benefits Administrator I 183,040

30051006OH

General Clerk III -SCA Occupation Code: 01113 79,040

30051007OH

Technical Support Assistant - SCA Occupation Code: 14160 2,080

30053001OH Data Analyst 43,680 30053002OH Data Analyst Supervisor 6,240 30055001OH Call Quality Assurance Manager 2,080 30055002OH Call Team Supervisor 2,080 30055003OH Call Team Bilingual Supervisor 2,080

PAGE 15 OF 109 16PBGC19R00020001

30055004OH

Call Quality Assurance Specialist-SCA Occupation

30055005OH

Occupation Code: 01043 8,320

30055006OH

Call Team Level 2 Agent-SCA Occupation Code: 01042 72,800

30055007OH

Call Team Level 1 Agent-SCA Occupation Code: 01041 52,000

30055008OH

Call Team Level 1 Agent (Bilingual)- SCA Occupation

30056001OH Investigator I&II 4,160

OPTIONAL

SURGE CLIN

Labor Category Surge Hours Rate Total Amount

30051003OHS

Benefits Administrator III (Supervisor) 2,766

30051004OHS Benefits Administrator II 8,882 30051005OHS Benefits Administrator I 12,813

30051006OHS

General Clerk III – SCA Occupation Code: 01113 5,533

30055007OHS

Call Team Level 1 Agent- SCA Occupation Code: 01041 16,592

30055008OHS

Call Team Level 1 Agent (Bilingual)- SCA Occupateion

(MARCH 04, 2022 – MARCH 03, 2023)*

CLIN Labor Category Maximum

Hours Rate Total Amount

30051001FL Project Manager II 2,080 30051002FL Assistant Project Manager 4,160

30051003FL

Benefits Administrator III (Supervisor) 14,560

30051004FL Benefits Administrator II 62,400 30051005FL Benefits Administrator I 89,440 30051006FL General Clerk III – SCA

Occupation Code: 01113 8,320

PAGE 16 OF 109 16PBGC19R00020001

30051007FL

Technical Support Assistant – SCA Occupation Code: 14160 2,080

30053001FL Data Analyst 43,680 30053002FL Data Analyst Supervisor 6,240

WASHINGTON DC/ ALEXANDRIA VA

CLIN Labor Category Maximum

Hours Rate Total Amount

30053001WDC Data Analyst 43,680 30053002WDC Data Analyst Supervisor 6,240 30055001WDC Call Center Project Manager 2,080 30055002WDC Call Quality Assurance Manager 2,080 30055003WDC Call Team Supervisor 2,080 30055004WDC Call Team Bilingual Supervisor 2,080

30055005WDC

Call Quality Assurance Specialist- SCA Occupation Code: 01113 16,640

30055006WDC

Call Team Level 3 Agent- SCA Occupation Code: 01043 8,320

30055007WDC

Call Team Level 2 Agent-SCA Occupation Code: 01042 72,800

30055008WDC

Call Team Level 1 Agent-SCA Occupation Code: 01041 52,000

30055009WDC

Call Team Level 1 Agent (Bilingual)- SCA Occupation

TOTAL (Labor) 222,560

PAGE 17 OF 109 16PBGC19R00020001

CLIN Quantity Unit Unit Price Total Amount 30052001

FFP

Section 5.2 Administrative Support and Document Intake

12 Months $ $

Option Year

3 TOTAL

Note: Firm Fixed Price amount will be paid on a monthly basis in arrears

ALL LOCATIONS

CLIN Total Amount 300ODC Other Direct Costs (includes postage, postage meters, supplies and travel - as approved by the

COR)

NTE $ 500,000

Notes

• Program Manager and Admnistrative Assistant are not direct bill positions, but should billed through G&A or overhead.ODCs are to be billed on a cost reimbursement basis and should not include any indirect load.

OPTION YEAR 4

PERIOD OF PERFORMANCE: MARCH 04, 2023 – MARCH 03, 2024*

PAGE 18 OF 109 16PBGC19R00020001

EUCLID, OH

(MARCH 04, 2023 – MARCH 03, 2024)*

CLIN Labor Category Maximum

Hours Rate Total Amount

40051001OH Project Manager II 2,080 40051002OH Assistant Project Manager 8,320

40051003OH

Benefits Administrator III (Supervisor) 39,520

40051004OH Benefits Administrator II 126,880 40051005OH Benefits Administrator I 183,040

40051006OH

General Clerk III -SCA Occupateion Code: 01113 79,040

50051007OH

Technical Support Assistant-SCA Occupation Code: 14160 2,080

40053001OH Data Analyst 43,680 40053002OH Data Analyst Supervisor 6,240 40055001OH Call Quality Assurance Manager 2,080 40055002OH Call Team Supervisor 2,080 40055003OH Call Team Bilingual Supervisor 2,080

40055004OH

Call Quality Assurance Specialist-SCA Occupation

40055005OH

Occupation Code: 01043 8,320

40055006OH

Call Team Level 2 Agent-SCA Occupation Code: 01042 72,800

40055007OH

Call Team Level 1 Agent-SCA Occupation Code: 01041 52,000

40055008OH

Call Team Level 1 Agent (Bilingual)- SCA Occupation

40056001OH Investigator I&II 4,160

OPTIONAL

SURGE CLIN

Labor Category Surge Hours Rate Total Amount

40051003OHS

Benefits Administrator III (Supervisor) 2,766

40051004OHS Benefits Administrator II 8,882 40051005OHS Benefits Administrator I 12,813

PAGE 19 OF 109 16PBGC19R00020001

40051006OHS

General Clerk III – SCA Occupation Code:01113 5,533

40055007OHS

Call Team Level 1 Agent- SCA Occupation Code: 01041 16,592

40055008OHS

Call Team Level 1 Agent (Bilingual)- SCA Occupation Code 01042

CLIN Labor Category Maximum

Hours Rate Total Amount

40051001FL Project Manager II 2,080 40051002FL Assistant Project Manager 4,160

40051003FL

Benefits Administrator III (Supervisor) 14,560

40051004FL Benefits Administrator II 62,400 40051005FL Benefits Administrator I 89,440 40051006FL General Clerk III -SCA

Occupation Code: 01113 8,320

40051007FL

Technical Support Assistant -SCA Occupation Code: 14160 2,080

40053001FL Data Analyst 43,680 40053002FL Data Analyst Supervisor 6,240

CLIN Labor Category Maximum

Hours Rate Total Amount

40053001WDC Data Analyst 43,680 40053002WDC Data Analyst Supervisor 6,240 40055001WDC Call Center Project Manager 2,080 40055002WDC Call Quality Assurance Manager 2,080 40055003WDC Call Team Supervisor 2,080 40055004WDC Call Team Bilingual Supervisor 2,080

40055005WDC

Call Quality Assurance Specialist- SCA Occupation Code: 01113 16,640

40055006WDC

Call Team Level 3 Agent-SCA Occupation Code:01043 8,320

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40055007WDC

Call Team Level 2 Agent-SCA Occupation Code: 01042 72,800

40055008WDC

Call Team Level 1 Agent-SCA Occupation Code: 01041 52,000

40055009WDC

Call Team Level 1 Agent (Bilingual)- SCA Occupation Code:01042

TOTAL (Labor) 222,560

CLIN Quantity Unit Unit Price Total Amount 40052001

FFP

Section 5.2 Administrative Support and Document Intake

12 Months $ $

Option Year

4 TOTAL

Note: Firm Fixed Price amount will be paid on a monthly basis in arrears

ALL LOCATIONS

CLIN Total Amount 400ODC Other Direct Costs (includes postage, postage meters, supplies and travel - as approved by the

COR)

NTE $ 500,000

Notes:

should be billed through G&A or overhead

* Exact dates to be determined at contract award.

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B.2 PBGC 52.216-7000 PRICE/COST (FEB 2013)

All work performed as direct labor under this contract must be provided with in the specific hours and at the hourly rate established for each labor category herein. The labor rates are Fully Burdened rates and include direct labor, all indirect costs, and profit.

B.3 PBGC 52.216-7003 CEILING PRICE (FEB 2013)

It is anticipated that the total cost to the Government for performance of this contract shall not exceed the ceiling price set forth in Section B for the Base Year Performance Period, and any Option Periods, and the contractor agrees to use its best efforts to perform the work specified in the schedule and all obligations under this contract within the ceiling price. If at any time the contractor has reason to believe that the hourly rate payments and material costs that will accrue in performing this contract in the succeeding 30 days, if added to all other payments and costs previously accrued, will exceed 85 percent of the ceiling price set forth in this clause, the contractor shall notify the Contracting Officer in writing, giving a revised estimate of the total price to the Government for performing this contract, with supporting reasons and documentation.

If, at any time during the performance of this contract, the contractor has reason to believe the total price to the Government for performing this contract will be substantially greater or less than the stated ceiling price the contractor shall notify the Contracting Officer in writing, giving a revised estimate of the total price to the Government for performing this contract, with supporting reasons and documentation. If, at any time during the performance of this contract, the Government has reason to believe the work required in performing this contract will be substantially greater or less than the stated ceiling price, the Contracting Officer will so advise the contractor, giving them the revised estimate of the total amount of effort to be required under this contract. The ceiling price for each contract period is shown in the clause title Price/Cost. The Government shall not be obligated to pay the contractor any amount in excess of the ceiling price, and the contractor will not be obligated to continue performance, if to do so would exceed the ceiling price, unless and until the Contracting Officer notifies the contractor in writing that the ceiling price has been increased and of the new ceiling price of the contract. Once the Contracting Officer increases the ceiling price, any otherwise allowable hours and material costs incurred by the contractor which were in excess of the previous ceiling price before the increase shall be allowable to the same extent as if the hours had been expended or costs incurred after the increase in the ceiling price.

B.4 PBGC 52.231-7000 OTHER DIRECT COSTS (MAY 2012)

The Contractor shall be reimbursed for the actual cost of other direct costs determined to be allowable in accordance with Part 31 of the Federal Acquisition Regulation and authorized by the Contracting Officer or his designee prior to the contractor incurring the charge.

If Travel and Per Diem are authorized they will be reimbursed in accordance with the Federal Travel Regulation (FTR) in effect at the time the travel is authorized by PBGC. All travel requirements must be met using the most economical form of transportation available and must be scheduled sufficiently in advance to take advantage of offered discount rates unless waived by the Contracting Officer. You may find the FTR at http://www.gsa.gov/ portal/content/104790.

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SECTION C

DESCRIPTION/SPECIFICATIONS/WORK STATEMENT

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C.1 IDIQ PWS

FIELD OFFICE SUPPORT SERVICES

PERFORMANCE WORK STATEMENT (PWS)

SECTION C

SECTION 1 PROJECT TITLE

Field Office Support Services

1.2 INTRODUCTION

The contractor shall provide all personnel, supervision, and non-personal services, necessary to perform benefit administration, document management and contact center support services for the Pension Benefit Guaranty Corporation’s (PBGC) Office of Benefits Administration (OBA), Participant Services Department (PSD) as defined in this Performance Work Statement (PWS). PBGC is seeking qualified contractors to provide a broad spectrum of benefit administration services and operate PBGC’s Customer Contact Center (CCC). The contractor, either on its own or with the use of subcontractors or teaming partners, must have the capabilities to provide all the services contained in this PWS. PBGC intends to make a single award indefinite-delivery indefinite-quantity (IDIQ) contract with Firm Fixed Price, Time-and-Materials, or Labor Hour task orders. Individual orders will be issued for performance of the task area services described in Section 5 of this PWS. PBGC intends to issue Task Order 1 at the time of the IDIQ award.

SECTION 2 BACKGROUND

The PBGC is a Government-owned corporation established under Title IV of the Employee Retirement Income Security Act (ERISA) of 1974. Background and mission information is available at http://www.pbgc.gov/about/about.hml.

PSD has a responsibility over the day-to-day benefits administration and supporting activities for PBGC’s customers. PSD is seeking to achieve greater flexibility in managing resources to handle the variability in its workload in a more efficient and cost-effective manner while maintaining strict adherence to federal privacy law and regulation and PBGC policies for handling sensitive information, including personally identifiable information (PII)

Historically the work sought under this PWS has been performed by multiple contractors at multiple locations in the United States. Operations included in this PWS are currently being performed in seven government-leased facilities located in Sarasota, FL, Miami (Doral), FL, Wilmington, DE, Coraopolis, PA, Euclid, OH (formerly Richmond Heights, OH), and Alexandria, VA, as well as a small piece which is operated out of PBGC’s headquarters in Washington, DC. PBGC closed its Sarasota, FL office in September 2018 and in November 2018, relocated the Richmond Heights, OH office to Euclid, OH. A listing of the incumbent contract information can be found in Attachment A, Table 1.

PBGC leases the facilities supporting PSD’s operations under this PWS. Over the term of this 5-year requirement, PBGC will continue to provide the facilities, equipment, and software to support the work under this PWS. Over the term of this 5-year requirement, PSD plans to close the Wilmington, DE, Coraopolis, PA, and Alexandria, VA facilities and consolidate the work sought under this solicitation into two (2) primary locations in or around the existing PBGC facilities in Euclid, OH and Miami (Doral), FL.

A limited portion of the work will be performed out of the PBGC’s headquarters in Washington, DC.

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http://www.pbgc.gov/about/about.hml

We intend to relocate our Customer Contact Center from Alexandria, VA to the Euclid, OH facility sometime during either Option Year 2 or Option Year 3 of this contract as provided in Schedule B for the applicable option year. The exact date of the transition has not yet been determined. The contractor will be notified up to 6 months prior to the anticipated transition date. Services related to the Customer Contact Center as described in Section 5.5 will be awarded as a separate task order.

The benefits administration operations, document management and CCC serve a vital role in supporting PBGC in meeting its customer service goals and objectives. This solicitation supports PBGC’s Strategic Goal #2: Pay Pension Benefits on Time and Accurately and Goal # 3: Maintain High Standards of Stewardship and Accountability. This solicitation seeks to consolidate our benefits administration and document management operations as well as the CCC into a single award during the period of performance of this requirement. To achieve Goal # 3, we have streamlined the number of labor categories across the various contracts to provide more flexibility to the vendor to fill needed positions and to promote more effective contract management by the government. We believe this consolidation will improve the efficiency and effectiveness of PBGC’s service delivery to its customers, reduce processing times, and improve customer satisfaction.

SECTION 3 SCOPE

All work performed under this PWS shall be done using PBGC provided systems, equipment, and facilities, unless otherwise stated. Prior to their use under this PWS, all systems, equipment and facilities not provided by PBGC must be fully vetted and approved for use by PBGC in accordance with applicable directives and policies and shall be subject to periodic review and re-authorization. The contractor shall provide all full and part-time personnel, supervision, and quality assurance to perform the services listed below. The primary objectives of this requirement are to provide customer-focused benefit administration services to PBGC customers, efficiently, effectively, and in compliance with established PBGC procedures. The contractor shall have the flexibility to utilize staff across all the locations to accomplish the work according to specific timeframes to meet applicable quality and information standards.

The contractor shall provide the following services:

• Benefits Administration (5.1)

• Administrative Support and Document Intake (5.2)

• Participant Database Building Support (5.3)

• Reserved/Intentionally Left Blank (5.4)

• Customer Contact Center (5.5)

• Enhanced Participant Locator (5.6)

3.1 Communications with Third Parties (Excluding PBGC customers)

The contractor may be required to communicate directly with the third parties such as plan sponsors, third party administrators, and or paying agents about the work required under this PWS. In such circumstances, the contractor shall clearly communicate with third parties that they are contractors working on behalf of PBGC. This authority extends only to the scope of the tasks outlined in this solicitation. The contractor shall document all conversations to include (1) who they spoke to (name and title), (2) date and time of the conversation, and (3) the nature of discussion. In situations where documents cannot be obtained after all reasonable attempts have been made, the contractor shall notify the COR or designated government representative for guidance. In all instances, contractors communicating with third parties under this PWS shall convey only specific PII necessary to complete the tasks prompting such communication.

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3.2 Collaboration

The contractor shall be required to work collaboratively with a wide variety of PBGC employees, including other contractors. The contractor shall be responsible for establishing a structure which promotes collaboration across multiple locations while maintaining strict adherence to the proper handling of sensitive PBGC data.. It is important for the contractor to have consistency and standardization to ensure the work performed meets all the quality standards outlined in the PWS and that a high degree of service is being delivered to customers.

SECTION 4 APPLICABLE DOCUMENTS

The contractor shall conduct the work specified in this PWS in accordance with the following referenced documents. Deviations from the procedures shall be documented in writing and approved in advance by the COR, designee, or appropriate PSD management official.

Document Identifier Document Title OBA Operations Manual OBA Operations Manual (Attachment B) Document Management Center Standard Operating Procedures

Document Management Center SOP (Attachment C )

Benefit Payment Recovery – Standard Operating Procedures

Benefit Payment Recovery Standard Operating Procedures (Attachment D )

Customer Contact Center- Standard Operating Procedures

Customer Contact Center – SOP Attachment I

OBA Policy Manual OBA Policy Manual – Applicable Chapters Attachment J

PBGC Applicable Documents and systems as identified Section 8.3 are subject to change. The contractor will be notified of any content updates. The contractor shall obtain approval of the designated government representative for any deviations from the contracted procedures prior to implementing such deviations.

The OBA Operations Manual has deliverable items enumerated in various processes. The individual process deliverables are not included in the Deliverables Chart in Section 7 but shall be submitted to the appropriate government representative to indicate the task has been completed.

SECTION 5 TASK AREAS

PBGC participants and beneficiaries entrust PBGC with their personally identifiable information (PII) to pay their benefits timely and accurately. PBGC takes its responsibility to protect this PII seriously and, under the Privacy Act of 1974 as amended, the contractor will have the same responsibility as PBGC employees to protect PBGC data. The contractor will protect PBGC data while performing the following tasks.

5.1. BENEFITS ADMINISTRATION

The contractor shall provide qualified staff to perform the following tasks across multiple locations daily. The contractor shall effectively transition and perform the workload from the existing contracts and locations into this requirement while maintaining customer service levels. The workloads identified in Attachment A (Tables 2-5) are indicative of what the contractor can expect during the

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base year of the contract. The contractor shall assume work in the long-term locations of Euclid, OH and Miami, FL as well as relocate work currently performed in Coraopolis, PA, Wilmington, DE and Alexandria, VA over a timeframe described in Task Order 1. The scope of work includes but is not limited to the following items.

5.1.1. Benefits Administration

5.1.1.1. Respond to Customer Inquiries. The contractor shall establish one or more designated call team(s) to handle telephone calls transferred from the Tier 1 Customer Contact Center (CCC) in Kingstowne, VA. Tier 1 calls are listed in Section 5.5. Tier 2 calls generally transferred from the CCC to the field office locations include, but are not limited to, retirement eligibility and entitlement questions, requests for retirement calculations, requests for retirement applications and retirement application status, death notifications, and missed payment inquiries. PBGC receives approximately 460,000 calls per year at the Tier 1 CCC (see Section 5.5.) Sixty-five percent (65%) are resolved by the CCC (300,000 calls) and 35% are forwarded to the Tier 2 call teams for handling (160,000). The scope of this section is the Tier 2 calls only.

5.1.1.2. Document Customer Interactions. The contractor shall use PBGC’s Customer Relationship Management (CRM) system to appropriately record, track and resolve customer interactions that come in via phone, fax, email, mail, or are assigned to them in CRM by PBGC staff. The contractor shall actively monitor and resolve CRM interactions and escalate issues before problems arise, through the appropriate channels.

5.1.1.3. Bilingual Customer Service Representative (Spanish). The contractor shall provide some staff proficient in speaking both English and Spanish. The bilingual staff shall answer calls in Spanish and translate incoming and outgoing documents into Spanish or English if necessary (e.g., correspondence, templates, marriage certificates, birth certificates, death certificates, website pages and SharePoint libraries.) Translation needs in languages other than Spanish will be transferred to federal staff for handling.

5.1.1.4. Quality Monitoring, Calibration & Training. The contractor shall perform call monitoring to ensure quality performance objectives are met for “soft skills” (i.e.

Greeting, Service Orientation, Issue Identification, Issue Resolution, Communication, Call Management, and Technical Proficiency). The contractor shall be required to participate with PBGC’s independent vendor for joint calibration sessions. PBGC will provide the contractor with quarterly feedback on the results of independent call monitoring of the “soft skills” and the independent call monitoring of the technical proficiency.

5.1.1.5. Process Retirement (Benefit) Applications and Payments. The contractor shall process requests for retirement calculations/estimates and send PBGC customers retirement application packages. The contractor shall review all received applications for completeness and provide timely support to customers having difficulty completing their application within the 180-day timeframe. Once applications are completed, the contractor shall establish corresponding payments for the customers in PBGC’s payment system (Spectrum) within the established timeframes, quality levels, and in accordance with the established PBGC policies and procedures. The contractor shall research missing benefit payments and assist customers with getting replacement payments or changing their payment destination information.

5.1.1.6. Process Customer Deaths. PBGC learns of customer (payee and non-payee) deaths both by next of kin reporting and through a data file transmitted by the Social Security Administration, which is uploaded monthly to PBGC’s database.. When it is determined that a payee has died, the contractor shall check to see if there is a beneficiary owed benefits, contact beneficiaries and transfer payments to them. Frequently, overpayments also result from customer deaths and the contractor shall quantify the amount of the overpayments and process requests through PBGC’s paying agent portal (eCARF) to

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reclaim overpayments if possible. The contractor shall be responsible for keeping track of overpayment reclamation activities and provide regular status reports to PBGC.

5.1.1.7. Process Domestic Relations Orders (DROs), Powers of Attorney (POAs) and Guardianships. The contractor shall designate individuals, who can be trained by PBGC to be responsible for making routine determinations and qualifications for Domestic Relation Orders (DRO), Powers of Attorney (POAs) and Guardianships. The contractor shall submit non-routine determinations to the appropriate federal staff.

5.1.1.8. Conduct research and create documentation. The contractor shall research in PBGC systems and provide proposed responses for participant matters as requested by PBGC.

Examples of inquiries that require research and documented responses include congressional inquiries, appeals board referrals, working retirement assessments, referrals from internal/external auditors, etc.

5.1.1.9. Update Addresses. The contractor shall research and update customer addresses associated with returned mail and those provided through the National Change of Address (NCOA) service on a quarterly basis. The contractor shall process returned mail using PBGC’s commercially available locator service to verify and update customer addresses. As requested, the contractor shall coordinate with designated government representatives to update participant addresses provided by the Post Office.

5.1.1.10. Pension Search Program. The contractor shall assist in the intake of new missing participants. The contractor shall assist in maintaining an accurate inventory of missing participants using PBGC’s customer database, performing routine searches for missing or unlocatable participants and sending correspondence to newly located participants.

5.1.2. Plan Intake. The contractor shall assist PBGC in transitioning plans from the prior plan administrator and/or paying agent to PBGC after trusteeship. Timeframes for completing these activities are enumerated in the OBA Operations Manual. These activities are tracked and monitored through OBA’s project scheduler. The contractor shall participate in monthly status meetings to ensure plan intake activities are on schedule.

5.1.2.1. Data Collection Field Trips. The contractor may be requested to support PBGC federal staff and or other PBGC contracted staff with data collection and scanning of plan and participant documents at remote locations (e.g., prior plan administrator location.) To the extent possible, data collection/scanning trips will be scheduled two weeks in advance

5.1.2.2. Plan Assumption: The contractor shall reconcile and load payee and non-payee customer data into PBGC’s payment system and issue trusteeship notifications to customers. The contractor shall review payee data for accuracy and completeness and track the completion of payee information updates.

5.1.2.3. Participant Reconciliation/Updates (payees and non-payees). The contractor shall update participant records in PBGC’s payment system in support of the post Plan Assumption reconciliation, participant data reviews, financial statement audit and actuarial processes. Due dates will be determined at the time of assignment. The contractor shall adjust retiree payments as required by the OBA Operations Manual to comply with PBGC benefit limitations.

5.1.2.4. Benefit Determination. The contractor shall issue letters to customers after all evaluations of insured benefits have been completed and quantified to let customers know if their benefit will stay the same or be reduced due to PBGC’s insurance limitations.

The contractor shall adjust benefits in PBGC’s payment system for both payees and non-payees, according to the final benefit determination. The contractor shall communicate any back payments/recoupments necessary (using PBGC systems and tools) to support the final benefit payment amount.

5.1.3. Document Management. The contractor shall maintain and update participant files in accordance with the OBA Operations Manual (Attachment B) and Document Management Center Standard Operating Procedures (Attachment C). The contractor shall index, re-index, classify and quality control check scanned and uploaded documents to ensure that participant

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and plan records in PBGC’s electronic file repository (Image Viewer) is current, complete, and accurate. The contractor shall adhere to the proper handling of electronic and physical records, including securely maintaining and destroying physical copies as appropriate.

5.1.4. Benefit Payment Support

5.1.4.1. Recovery of Overpayments. The contractor shall support recovery activities in cases where PBGC makes an incorrect payment to an individual (most often after that participant is deceased) and that payment needs to be recovered. Activities include but are not limited to processing payment reclamation transactions, tracking the results of those reclamation activities, drafting and sending letters to estates requesting repayment, researching the status and joint account holders of relevant bank accounts, drafting, sending and following up on subpoenas.

5.1.4.2. Pay Cycle Support. The contractor shall assist with the monthly payment process reconciliation, specifically identifying payment issues, researching payment issues, and following up on and documenting the correction of payment issues. Activities include but are not limited to: resolving variances between projected and actual payments;

identifying and correcting incorrect payments prior to the monthly check run; reconciling payments approved in PBGC’s payment system with payments made by our paying agent after the check run; processing transactions that could not be submitted to our paying agent through the automated transmission process and payments made outside the normal check cycle (i.e. off-cycle payments).

5.1.4.3. Prepare Returned Check Reconciliation. The contractor shall prepare a complete and accurate reconciliation of all incoming returned checks each day for submission to PBGC’s lockbox.

5.1.5. Technology Support. The following technology support only applies to the PBGC facilities where there is no full time, onsite PBGC technology support, specifically, Euclid, OH , Miami (Doral), FL, and Wilmington, DE. The contractor shall perform the following technology support services at each location.

5.1.5.1. Install, move, add, and change IT equipment for end-users including desktops, laptops, monitors, cabling, IT supported local and network printers, IT supported phone hand and headsets per instruction from PBGC IT Infrastructure (ITIOD) technical staff.

5.1.5.2. Provide Registrar and Activator services utilizing the USAccess system. An enrollment consists of ID verification, scanning ID documents, taking a photograph and capturing fingerprints.

5.1.5.3. Coordinate with HQ staff with regards to enrollment activities. The contractor shall track all actions taken and communicate with HQ Personnel and Physical Security Staff to ensure timeliness of Security and Pre-screening requirements. The contractor shall also provide activation, certificate update, credential update, pin unlock/reset and other functions as assigned relating to PIV activities directed by Personnel and Physical Security. The contractor will also comply with any and all training requirements associated with holding an Activator and Registrar role within USAccess at the cost of the Government.

5.1.5.4. Receive delivery of PBGC’s equipment, parts and supplies shipped to the locations as well as ship back any faulty equipment or excess supplies.

5.1.5.5. Record any movement and/or updates to asset location or assignments and provide this information via e-mail to the COR and PBGC IT Asset Management Team within 3 business days of any change.

5.1.5.6. Re-image desktop and laptop operating systems per instructions from ITIOD staff upon request.

5.1.5.7. Assist with testing / validating IT infrastructure change by providing input on infrastructure performance upon request and by attending and reporting issues or challenges during monthly status meetings.

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