Attachment_A_-_Historical_Data.pdf
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- Attached to
- Field Office Support Services Federal contract opportunity
- Solicitation number
- 16PBGC19R0002
- Issued by
- Pension Benefit Guaranty Corporation
About this file
This document contains information regarding a federal contract opportunity with the Pension Benefit Guaranty Corporation for field office support services. The contract will be a single-award, multi-year IDIQ awarded in March 2019 to provide benefit administration, document management, records management, administrative support, database building support, data analytics, process improvement, process automation, and customer contact center services. The document provides historical data on incumbent contracts for similar services, current customer service and retirement data across multiple field offices, document management volumes, and plan intake information. It also includes a request for information with instructions for an advisory multi-step process to provide feedback and qualifications to potentially compete for the field office support services acquisition. Interested vendors are asked to use an attached response spreadsheet to provide inputs by certain dates outlined in the document.
Attachment A - Historical Data
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ATTACHMENT A
Historical Data
1 | P a g e
Incumbent Contract Information
Table 1
Contractor Name
Description of Services
Contract Number
Contract Type
Contract Expiration
Date
Contract Ceiling Amount
Current Place of Performance
Zimmerman & Associates
Document & Records
Management Services
DO-15-
FP 6/30/2020 $16,351,611 Alexandria, VA
Zimmerman & Associates
Defined Benefit Services
PBGC01
CT-14-
LH 4/17/2019 $17,561,039 PBGC HQ-
Washington, DC
Randstad North America
Field Benefit Administration
PBGC01
CT-14-
T&M 9/28/2019 $22,450,407 Doral, FL
IMRG Field Benefit Administration
PBGC01
CT-15-
T&M 2/6/2020 $26,631,752 Coraopolis, PA
IMRG Post Valuation Administration
PBGC01
CT-15-
T&M 1/27/2020 $33,599,710 Euclid, OH
IMRG Field Benefit Administration
PBGC01
CT-15-
T&M 1/15/2020 $24,511,395 Wilmington, DE
Cyquest Business Solutions
Field Benefit Administration
PBGC01
CT-14-
T&M 9/12/2018 $32,073,985 Sarasota, FL
CIT Inc.
(Creative Information Technology)
Customer Contact Center
16PBGC
18F0004
LH 11/19/2022 $25,135,294 Alexandria, VA
2 | P a g e
Customer Service, Retirement Application and Payment Information This corresponds to Section 5.1.1 in the PWS.
Table 2 Data as of September 10, 2018
Wilmington, DE
Coraopolis, PA
Miami, FL
Euclid, OH
# of Plans 194 286 230 4,211 Total # of Participants
150,330 204,381 341,987 703,011
# of Retirees in pay status
87,831 126,416 207,938 477,049
# of Deferred Vested Participants (not in pay status)
62,499 77,965 134,039 225,962
Note: The Retirees identified have already gone through the application process. The participant counts provided reflect active participants (deferred and in pay status… no deceased participants)
Table 3
Activity FY16 FY17 Incoming Phone Calls (Tier 2) 159,638 164,061 Outgoing Calls 20,135 18,241 Incoming Emails 3,255 4,360 Benefit Calculations Provided 56,770 67,970 Correspondence Issued 295,801 309,001 # of Applications Processed 34,958 36,373 # of Deferred Vested Participants (not in Pay Status) 626,330 615,469 # of transactions processed (customer & payments) 296,543 152,299 Overpayment reclamations (e-CARF) 27,249 26,954 Power of Attorney Requests Received 5,844 6,037 Qualified Domestic Relations Orders Processed 1,060 1,280
Document Management Work Volumes This corresponds to Section 5.1.3, 5.2.1 and 5.2.2 in the PWS.
Table 4 Activity FY17
Incoming Participant Mail (# of pages) 363,260 Document Preparation & Scanning (# of pages) 4,904,500 Document Enhancements (Legible) 694,191 Advanced Functions Requests (Re-indexing) 3,887
Plan Intake Information Plan Intake – PBGC trustees (takes in) approximately 80 plans per year with 25,000 customers, half of whom are generally retirees (in pay) and the other half are eligible in the future. PBGC is currently trustee of approximately 4,600 plans and 1.4 million participants (customers.) Approximately 850,000
3 | P a g e customers are currently receiving retirement payments and the remaining 600,000 will become eligible at some point in the future. This corresponds to Section 5.1.2 in the PWS.
Table 5 Activity FY2017
Number of Plans Trusteed 82 Number of Participants in Newly Trusteed Plans 23,392 # of New Retirees in Trusteed Plan Intake 14,000 Number of Participants in Missing Participant Plans 1,863
Tier 2 Call Quality (Soft/Technical Skill Scores) Table 6
0BLocation 1BFY2015 2BFY2016 3BFY2017
Soft Technical
Doral (Miami), FL 80 92 88 93 86 94
Wilmington, DE 86 96 88 96 90 95
Euclid, OH 87 96 88 97 89 97
Coraopolis, PA 83 92 88 93 88 94
| FY2016 |
| Location |
| FY2017 |
| FY2015 |
| Incumbent Contract Information |
| Customer Service, Retirement Application and Payment Information |
| Document Management Work Volumes |
| Plan Intake Information |
| Tier 2 Call Quality (Soft/Technical Skill Scores) |
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