Section_C_Att._A_Historical_Workload.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 a request for information and draft performance work statement outlining a planned solicitation by the Pension Benefit Guaranty Corporation. The solicitation will be for a single-award indefinite-delivery/indefinite-quantity contract to provide field office support services including benefit administration, document management, records management, administrative support, database building, data analytics, process improvement, customer contact center services, and enhanced participant location services. Interested vendors are asked to review the draft documentation and provide recommendations through an attached response spreadsheet by the RFI response date. The target award date for the contract is March 2019. The document also provides historical workload data on the incumbent contracts such as contact volumes, participant information, and performance metrics to aid market research for the planned solicitation.
Attachment A - Draft Historical Workload
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Text version
ATTACHMENT A 7
Historical Data 10
1 | P a g e
Incumbent Contract Information 28 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-15-0039 FP 6/30/2020 $15,996,996 Kingstowne, VA
Zimmerman & Associates
Defined Benefit Services
PBGC01-
CT-14-0020
LH 4/17/2019 $17,569,529 PBGC HQ-
Washington, DC
Randstad North America
Field Benefit Administration
PBGC01-
CT-14-0043
T&M 9/28/2019 $18,420,621 Doral, FL
IMRG Field Benefit Administration
PBGC01-
CT-15-0012
T&M 2/6/2020 $26,688,910 Coraopolis, PA
IMRG Post Valuation Administration
PBGC01-
CT-15-0014
T&M 1/27/2020 $33,658,408 Richmond Heights, OH
IMRG Field Benefit Administration
PBGC01-
CT-15-0013
T&M 1/15/2020 $24,475,395 Wilmington, DE
Cyquest Business Solutions
Field Benefit Administration
PBGC01-
CT-14-0042
T&M 9/12/2019 $32,513,885 Sarasota, FL
CIT Inc.
(Creative Information Technology)
Customer Contact Center
16PBGC
18F0004
LH 11/16/2017 $23,661,126 Kingstowne, VA
2 | P a g e
Customer Service, Retirement Application and Payment Information 38 This corresponds to Section 5.1.1 in the PWS. 39
Activity FY16 FY17 Incoming Phone Calls (Tier 2) 217,668 219,433 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
Tier 2 Call Quality (Soft/Technical Skill Scores) 41
Location FY2015 FY2016 FY2017
Soft Technical
Miami 80 92 88 93 86 94
Wilmington 86 96 88 96 90 95
Richmond Heights 87 96 88 97 89 97
Coraopolis 83 92 88 93 88 94
3 | P a g e
Document Management Work Volumes 46 This corresponds to Section 5.1.3, 5.1.4.3, 5.2.1 and 5.2.2 in the PWS. 47
Activity FY17 Incoming Participant Mail 363,260 Spanish Translation (documents) 756 Outbound Calls (Missing Information) 19,879 Document Preparation & Scanning (# of pages) 4,904,500 Document Enhancements (Legible) 694,191 Customer Change Updates (Address, Direct Deposit, Income Verifications, etc.) 144,603
Advanced Functions Requests (Re-indexing) 3,887
Plan Intake Information 48 Plan Intake – PBGC trustees (takes in) approximately 80 plans per year with 25,000 customers, half of 49 whom are generally retirees (in pay) and the other half are eligible in the future. PBGC is currently 50 trustee of approximately 4,600 plans and 1.4 million participants (customers.) Approximately 850,000 51 customers are currently receiving retirement payments and the remaining 600,000 will become eligible at 52 some point in the future. This corresponds to Section 5.1.2 in the PWS. 53
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 New Missing Participant Plans 166 Number of Participants in Missing Participant Plans 1,863
| Incumbent Contract Information |
| Customer Service, Retirement Application and Payment Information |
| Tier 2 Call Quality (Soft/Technical Skill Scores) |
| Document Management Work Volumes |
| Plan Intake Information |
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