Section_C_-_Final_Draft_IDIQ_Requirement.pdf

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FIELD OFFICE SUPPORT SERVICES 1

PERFORMANCE WORK STATEMENT (PWS) 2

SECTION C 3

SECTION 1 PROJECT TITLE 5

Field Office Support Services 7

1.2 INTRODUCTION 9

The contractor shall provide all personnel, supervision, and non-personal services, necessary to perform 11 benefit administration, document management and contact center support services for the Pension Benefit 12 Guaranty Corporation’s (PBGC) Office of Benefits Administration (OBA), Participant Services 13 Department (PSD) as defined in this Performance Work Statement (PWS). PBGC is seeking qualified 14 contractors to provide a broad spectrum of benefit administration services and operate PBGC’s Customer 15 Contact Center (CCC). The contractor, either on its own or with the use of subcontractors or teaming 16 partners, must have the capabilities to provide all the services contained in this PWS. PBGC intends to 17 make a single award indefinite-delivery indefinite-quantity (IDIQ) contract with Firm Fixed Price, Time-18 and-Materials, or Labor Hour task orders. Individual orders will be issued for performance of the task area 19 services described in Section 5 of this PWS. 20

SECTION 2 BACKGROUND 21

The PBGC is a Government-owned corporation established under Title IV of the Employee 22 Retirement Income Security Act (ERISA) of 1974. Background and mission information is 23 available at Uhttp://www.pbgc.gov/about/about.hml. 24

PSD has a responsibility over the day-to-day benefits administration and supporting activities for PBGC’s 25 customers. PSD is seeking to achieve greater flexibility in managing resources to handle the variability in 26 its workload in a more efficient and cost-effective manner. 27

Historically the work sought under this PWS has been performed by multiple contractors at multiple 28 locations in the United States. Operations included in this PWS are currently being performed in seven 29 government-leased facilities located in Sarasota, FL, Miami (Doral), FL, Wilmington, DE, Coraopolis, PA, 30 Richmond Heights, OH, and Kingstowne, VA, as well as a small piece which is operated out of PBGC‘s 31 headquarters in Washington, DC. The Sarasota office is scheduled to close in September 2018. A listing 32 of the incumbent contract information can be found in Attachment A 33

PBGC leases the facilities supporting PSD’s operations under this PWS. Over the term of this 5-year 34 requirement, PBGC will continue to provide the facilities, equipment, and software to support the work 35 under this PWS. Over the term of this 5-year requirement, PSD plans to close the Wilmington, DE, 36 Coraopolis, PA, and Kingstowne, VA facilities and consolidate the work sought under this solicitation into 37 two (2) primary locations in or around the existing PBGC facilities in Richmond Heights, OH (surrounding 38 area) and Miami (Doral), FL. Some of the work may continue to be performed out of the PBGC’s 39 headquarters in Washington, DC. 40

The benefits administration operations, document management and CCC serve a vital role in supporting 41 PBGC in meeting its customer service goals and objectives. This solicitation supports PBGC’s Strategic 42 Goal #2: Pay Pension Benefits on Time and Accurately and Goal # 3: Maintain High Standards of 43 http://www.pbgc.gov/about/about.hml

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Stewardship and Accountability. This solicitation seeks to consolidate our benefits administration and 44 document management operations as well as the CCC into a single award during the period of performance 45 of this requirement. We believe this consolidation will improve the efficiency and effectiveness of 46 PBGC’s service delivery to its customers, reduce processing times, and improve customer satisfaction. 47

SECTION 3 SCOPE 48

All work performed under this PWS shall be done using PBGC provided systems, equipment, and 49 facilities, unless otherwise stated. The contractor shall provide all full and part-time personnel, 50 supervision, and quality assurance to perform the services listed below. The primary objectives of this 51 requirement are to provide customer-focused benefit administration services to PBGC customers, 52 efficiently, effectively, and in compliance with established PBGC procedures. The contractor shall have 53 the flexibility to utilize staff across all the locations to accomplish the work according to specified 54 timeframes and to meet applicable quality standards. 55

The contractor shall provide the following services: 56

• Benefit Administration, Document Management, and Records Management (5.1) 57

• Administrative Support and Document Intake (5.2) 58

• Database Building Support (5.3) 59

• Data Analytics, Process Improvement, Process Automation (5.4) 60

• Customer Contact Center (5.5) 61

• Enhanced Participant Locator (5.6) 62

3.1 Communications with Third Parties (Excluding PBGC customers) 63

The contractor may be required to communicate directly with the third parties such as plan sponsors, third 64 party administrators, and or paying agents about the work required under this PWS. In such 65 circumstances, the contractor shall clearly communicate with third parties that they are contractors 66 working on behalf of PBGC. This authority extends only to the scope of the tasks outlined in this 67 solicitation. The contractor shall document all conversations to include (1) who they spoke to (name and 68 title), (2) date and time of the conversation, and (3) the nature of discussion. In situations where 69 documents cannot be obtained after all reasonable attempts have been made, the contractor shall notify the 70 COR or designated government representative for guidance. 71

3.2 Collaboration 72

The contractor shall be required to work collaboratively with a wide variety of PBGC 73 employees, including other contractors. The contractor shall be responsible for 74 establishing a structure which promotes collaboration across multiple facilities in different 75 locations. It is important for the contractor to have consistency and standardization to ensure the 76 work performed meets all the quality standards outlined in the PWS and that a high level of 77 service is being delivered to customers. 78

SECTION 4 APPLICABLE DOCUMENTS 80

The contractor shall conduct the work specified in this PWS in accordance with the following referenced 81 documents. Deviations from the procedures shall be documented in writing and approved in advance by 82 the COR, designee, or appropriate PSD management official. 83

Document Identifier Document Title OBA Operations Manual

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PBGC Applicable Documents and systems as identified Section 8.3 are subject to change. The contractor 85 will be notified of any content updates. The contractor shall obtain approval of the designated government 86 representative for any deviations from the contracted procedures prior to implementing such deviations. 87 The OBA Operations Manual has deliverable items enumerated in various processes. The individual 88 process deliverables are not included in the Deliverables Chart in Section 7 but shall be submitted to the 89 appropriate government representative to indicate the task has been completed. 90

SECTION 5 TASK AREAS 92

5.1. BENEFIT ADMINISTRATION, DOCUMENT MANAGEMENT, AND RECORDS 93

MANAGEMENT 94

The contractor shall provide qualified staff to perform the following tasks across multiple locations 95 daily. The contractor shall effectively transition the workload from the existing contracts and 96 locations into this requirement while maintaining customer service levels, as required by Task 97 Order(s) to be issued under this IDIQ. The contractor shall assume work in the long-term locations of 98 Richmond Heights, OH and Miami, FL as well as relocate work currently performed in Coraopolis, 99 PA, Wilmington, DE and Kingstowne, VA over a timeframe agreed to as part of a Task Order(s). 100 The benefit administration, document management, and records management work include but is not 101 limited to the following items. 102

5.1.1. Benefits Administration 104

5.1.1.1. Respond to Customer Inquiries. The contractor shall establish designated call team(s) 105 to handle telephone calls transferred from the Tier 1 Customer Contact Center (CCC) in 106 Kingstowne, VA. Tier 1 calls are listed in Section 5.5. Calls generally transferred from 107 the CCC include, but are not limited to, retirement eligibility and entitlement questions, 108 requests for retirement calculations, requests for retirement applications and retirement 109 application status, death notifications, and missed payment inquiries. PBGC receives 110 approximately 2,000 calls per day at the Tier 1 CCC (see Section 5.5.) Sixty-five percent 111 (65%) are resolved by the CCC (1,300 calls) and 35% are forwarded to the Tier 2 call 112 teams for handling (700). The scope of this section is the Tier 2 calls only. 113

5.1.1.2. Document Customer Interactions. The contractor shall use PBGC’s Customer 114 Relationship Management (CRM) system to appropriately record, track and resolve 115 customer interactions that come in via phone, fax, email, mail, or are assigned to them in 116 CRM by PBGC staff. The contractor shall actively monitor and resolve CRM 117 interactions and escalate issues before problems arise, through the appropriate channels. 118

5.1.1.3. Bilingual Customer Service Representative (Spanish). The contractor shall provide 119 some staff proficient in speaking both English and Spanish. The bilingual staff shall 120 answer calls in Spanish and translate incoming and outgoing documents into Spanish or 121 English if necessary (e.g., letters, marriage certificates, birth certificates, death 122 certificates, etc.) Translation needs in languages other than Spanish will be transferred to 123 federal staff for handling. 124

5.1.1.4. Quality Monitoring, Calibration & Training. The contractor shall perform call 125 monitoring to ensure quality performance objectives are met for “soft skills” (i.e. 126 Greeting, Service Orientation, Issue Identification, Issue Resolution, Communication, 127 Call Management, and Technical Proficiency). The contractor shall be required to 128 participate with PBGC’s independent vendor for joint calibration sessions. 129

5.1.1.5. Process Retirement (Benefit) Applications and Payments. The contractor shall 130 process requests for retirement calculations/estimates and send PBGC customers 131 retirement application packages. The contractor shall review all received applications for 132 completeness and provide timely support to customers having difficulty completing their 133

Page 4 of 21 Version dated 06/26/18 application within the 180-day timeframe. Once applications are completed, the 134 contractor shall establish corresponding payments for the customers in PBGC’s payment 135 system (Spectrum) within the established timeframes, quality levels, and in accordance 136 with the established PBGC policies and procedures. The contractor shall research 137 missing benefit payments and assist customers with getting replacement payments or 138 changing their payment destination information. 139

5.1.1.6. Process Customer Deaths. PBGC learns of customer (payee and non-payee) deaths 140 both by next of kin reporting and through a data file transmitted weekly by the Social 141 Security Administration. When it is determined that a payee has died, the contractor shall 142 check to see if there is a beneficiary owed benefits, contact beneficiaries and transfer 143 payments to them. Frequently, overpayments also result from customer deaths and the 144 contractor shall quantify the amount of the overpayments and process requests through 145 PBGC’s paying agent portal (eCARF) to reclaim overpayments if possible. The 146 contractor shall be responsible for keeping track of overpayment reclamation activities 147 and provide regular status reports to PBGC. 148

5.1.1.7. Process Domestic Relations Orders (DROs), Powers of Attorney (POAs) and 149 Guardianships. The contractor shall designate individuals, who can be trained by PBGC 150 to be responsible for making routine determinations and qualifications for Domestic 151 Relation Orders (DRO), Powers of Attorney (POAs) and Guardianships. The contractor 152 shall submit non-routine determinations to the appropriate federal staff. 153

5.1.1.8. Conduct research and create documentation. The contractor shall research in PBGC 154 systems and provide proposed responses for participant matters as requested by PBGC. 155 Examples of inquiries that require research and documented responses include 156 congressional inquiries, appeals board referrals, referrals from internal/external auditors, 157 etc. 158

5.1.1.9. Update Addresses. The contractor shall research and update customer addresses 159 associated with returned mail and those provided through the National Change of 160 Address (NCOA) service on a quarterly basis. The contractor shall process returned mail 161 using PBGC’s commercially available locator service to verify and update customer 162 addresses. As requested, the contractor shall coordinate with designated government 163 representatives to update participant addresses provided by the Post Office. 164

5.1.1.10. Pension Search Program. The contractor shall assist in the intake of new missing 165 participants. The contractor shall assist in maintaining an accurate inventory of missing 166 participants using PBGC’s customer database, performing routine searches for missing or 167 unlocatable participants and sending correspondence to newly located participants. 168

5.1.2. Plan Intake. The contractor shall assist PBGC in transitioning plans from the prior plan 170 administrator and/or paying agent to PBGC after trusteeship. Timeframes for completing 171 these activities are enumerated in the OBA Operations Manual. These activities are tracked 172 and monitored through OBA’s project scheduler. The contractor shall participate in monthly 173 status meetings to ensure plan intake activities are on schedule. 174

5.1.2.1. Data Collection Field Trips. The contractor may be requested to support PBGC federal 175 staff and or other PBGC contracted staff with data collection activities at plan sponsor, 176 third party administrator, paying agent, etc. locations. To the extent possible, field trips 177 will be scheduled two weeks in prior to the scheduled trip. Upon request, the contractor 178 may be required to provide temporary staff in a designated location to collect plan and 179 participant files in situations where the company may remain ongoing. 180

5.1.2.2. Plan Assumption: The contractor shall reconcile and load payee and non-payee 181 customer data into PBGC’s payment system and issue trusteeship notifications to 182 customers. The contractor shall review payee data for accuracy and completeness and 183 track the completion of payee information updates. 184

5.1.2.3. Participant Reconciliation/Updates (payees and non-payees). The contractor shall 185 update participant records in PBGC’s payment system in support of the post Plan 186 Assumption reconciliation, participant data reviews, financial statement audit and 187

Page 5 of 21 Version dated 06/26/18 actuarial processes. Due dates will be determined at the time of assignment. The 188 contractor shall adjust retiree payments as required by the OBA Operations Manual to 189 comply with PBGC benefit limitations. 190

5.1.2.4. Working Retirement Determinations. The contractor shall designate individuals, who 191 can be trained by PBGC to be responsible for making routine determinations and shall 192 complete research for PBGC to determine if customers are eligible for early retirement, 193 using PBGC procedures for making such a determination. 194

5.1.2.5. Benefit Determination. The contractor shall issue letters to customers after all 195 evaluations of insured benefits have been completed and quantified to let customers know 196 if their benefit will stay the same or be reduced due to PBGC’s insurance limitations. 197 The contractor shall adjust benefits in PBGC’s payment system for both payees and non-198 payees, according to the final benefit determination. The contractor shall calculate and 199 quantify interest owed/due and any back payments/recoupments necessary (using PBGC 200 systems and tools) to support the final benefit payment amount. 201

5.1.3. Document and Records Management. The contractor shall maintain and update participant 203 files in accordance with the OBA Records Management Policy & Procedures Manual. The 204 contractor shall index, re-index, classify and quality control check scanned and uploaded 205 documents to ensure that participant and plan records in PBGC’s electronic file repository 206 (Image Viewer) is current, complete, and accurate. 207

5.1.4. Benefit Payment Support 209

5.1.4.1. Recovery of Overpayments. The contractor shall support recovery activities in cases 210 where PBGC makes an incorrect payment to an individual (most often after that 211 participant is deceased) and that payment needs to be recovered. Activities include but 212 are not limited to processing payment reclamation transactions, tracking the results of 213 those reclamation activities, drafting and sending letters to estates requesting repayment, 214 researching the status and joint account holders of relevant bank accounts, drafting, 215 sending and following up on subpoenas. 216

5.1.4.2. Pay Cycle Support. The contractor shall assist with the monthly payment process 217 reconciliation, specifically identifying payment issues, researching payment issues, and 218 following up on and documenting the correction of payment issues. Activities include 219 but are not limited to: resolving variances between projected and actual payments; 220 identifying and correcting incorrect payments prior to the monthly check run; reconciling 221 payments approved in PBGC’s payment system with payments made by our paying agent 222 after the check run; processing transactions that could not be submitted to our paying 223 agent through the automated transmission process and payments made outside the normal 224 check cycle (i.e. off-cycle payments). 225

5.1.4.3. Prepare Returned Check Reconciliation. The contractor shall prepare a complete and 226 accurate reconciliation of all incoming returned checks each day for submission to 227 PBGC’s lockbox. 228

5.1.5. Technology Support. The following technology support only applies to the PBGC facilities 230 where there is no full time, onsite PBGC technology support, specifically, Richmond Heights, 231 OH, Miami (Doral), FL, and Wilmington, DE. The contractor shall provide onsite resources at 232 each of the three locations to perform the following technology support services. 233

5.1.5.1. Contractor shall install, move, add, and change IT equipment for end-users including 235 desktops, laptops, monitors, cabling, IT supported local and network printers, IT 236 supported phone hand and headsets per instruction from PBGC IT Infrastructure (ITIOD) 237 technical staff. 238

5.1.5.2. Contractor shall perform basic account and Personal Identity Verification (PIV) card 239 administration functions for all staff under this PWS in accordance with PBGC policy 240

Page 6 of 21 Version dated 06/26/18 and procedures including, but not limited to PIV Card management such as performing 241 PIN resets using light activation stations and collecting PIV certificates from new staff 242 and providing information to ITIOD technical staff. 243

5.1.5.3. Contractor shall receive delivery of PBGC’s equipment, parts and supplies shipped to the 244 locations as well as ship back any faulty equipment or excess supplies. 245

5.1.5.4. Contractor shall record any movement and/or updates to asset location or assignments 246 and provide this information via e-mail to the COR and PBGC IT Asset Management 247 Team within 3 business days of any change. 248

5.1.5.5. Contractor shall re-image desktop and laptop operating systems per instructions from 249 ITIOD staff upon request. 250

5.1.5.6. Contractor shall assist with testing / validating IT infrastructure change by providing 251 input on infrastructure performance upon request and by attending and reporting issues or 252 challenges during monthly status meetings. 253

5.1.5.7. Contractor shall coordinate with local facilities support requirements as required by the 254 COR (e.g. HVAC and power problems.) 255

5.1.5.8. Contractor shall report issues with desktop and networked printers to ITIOD technical 256 staff in accordance with PBGC procedures and serve as the point of contact for vendor 257 supported (leased) printers. 258

5.1.5.9. Contractor shall ensure that IT support is for PBGC systems users in each location is 259 directed to the IT Service Desk. 260

5.1.5.10. Contractor shall ensure that databases, applications files, and user profiles are not created 261 locally without permission of the COR. 262

5.2. ADMINISTRATIVE SUPPORT AND DOCUMENT INTAKE The contractor shall provide 3 264

Supervisors, 17 General Clerk III staff at the Washington, DC headquarters location to perform the 265 following functions. 266

5.2.1. Process Incoming Mail. The contractor shall retrieve, prepare, index, scan or electronically 267 upload the daily incoming mail from the PBGC P.O. Box. PBGC currently maintains its P.O. 268 Box for incoming participant communications in the Alexandria, VA area. Mail is delivered to 269 PBGC (headquarters) by 11:00 AM each day. The contractor shall scan in all of the mail 270 received daily by the end of that business day. 271

5.2.2. Scan or Upload Plan and Participant Documents. The contractor shall prepare, index, scan 272 or electronically upload into PBGC’s system of record all plan and participant source records, 273 case processing supporting documentation, and any other records requested to be scanned or 274 uploaded into plan or participant files by PBGC staff. All scanned information must meet the 275 both the quality (properly indexed & legible) and timeliness standards. 276

5.2.3. Administrative Support Services. Activities include filing, scanning, copying, document 277 research and retrieval, data entry into spreadsheets, data entry into Microsoft Access databases 278 or other PBGC software tools, creating spreadsheets and word processing files, and tracking 279 activities or inventories using lists, and converting files from one format to another (paper to 280 electronic) or PDF to Microsoft Excel, Word, etc. using PBGC-provided tools, and compiling 281 packages in support of third party invoices. This support service shall include a dedicated staff 282 of 6 General Clerks to support the work conducted by PBGC’s Office of Negotiations & 283 Restructuring’s Standard Termination and Multi-employer Divisions. 284

5.3. DATABASE BUILDING SUPPORT 286

PBGC constructs a database of verified customer data for each plan it trustees. The contractor shall 287 support the database building activities as directed. This support may include but not limited to, data 288 manipulation, data entry, participant data research, reconciliation and validation activities and quality 289 assurance for participant databases. 290

5.4. DATA ANALYTICS, PROCESS IMPROVEMENT OR PROJECT MANAGEMENT 291

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The contractor shall provide data analytics, process improvement or project management services upon 292 request. The activities may include gathering program data and statistics, performing complex data 293 analysis, reviews of operating policies and procedures, and identifying initiatives to improve operational 294 performance. 295

5.5. CUSTOMER CONTACT CENTER (CCC) 296

The contractor shall operate PBGC’s CCC and provide Tier 1 call center support to PBGC customers. The 297 CCC responds to telephone inquiries weekdays, except Federal Holidays, during the hours of 8 AM to 7 298 PM Eastern Time. 299

5.5.1. Transition to Customer Contact to New Facility. The contractor shall transition the work 300 from the incumbent vendor at the end of the existing contract based on the specified schedule. 301

5.5.2. Tier 1 Services. The contractor shall provide Tier 1 services which include but are not limited 302 to the following: 303

• Verifying customer identities 304

• Responding to multi-channel inquiries (telephone, email, voicemail, fax, web services) 305

• Researching lost checks 306

• Sending income verification letters 307

• Updating participant information such as beneficiary, tax withholding, address, phone, 308 email, or payment destinations 309

• Provide system support for PBGC’s online service, MyPBA 310

• Providing replacement 1099-Rs 311

• Transferring complex inquiries to the Tier 2 call team(s) (see Section 5.1.1.1) 312

5.5.3. Bilingual Customer Service Representative (Spanish). The contractor shall provide a 313 contingent of staff who are proficient in speaking both English and Spanish. 314

5.5.4. Quality Monitoring, Calibration & Training. The contractor shall perform call monitoring 315 to ensure quality performance objectives are met for “soft skills” (i.e. Greeting. Service 316 Orientation, Issue Identification, Issue Resolution, Communication, Call Management, and 317 Technical Proficiency). The contractor shall be required to participate with PBGC’s 318 independent vendor for joint calibration sessions. 319

5.6. ENHANCED PARTICIPANT LOCATOR SERVICE 321

The contractor shall provide, upon request, third-party services to locate missing/unlocatable participants 322 that could not be found using PBGC’s commercially available service. 323

SECTION 6 CONTRACTOR QUALITY CONTROL PROGRAM 324

The contractor shall develop and maintain an effective quality control program to ensure services are 325 performed in accordance with this PWS, OBA Manuals, Standard Operating Procedure, etc. The contractor 326 shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective 327 services. The contractor’s quality control program is how the contractor assures the work complies with 328 the requirements of the contract. At a minimum, the contractor shall develop quality control procedures 329 that address the areas identified in the Quality Assurance Surveillance Plan (QASP) in Section 11. The 330 contractor shall be responsible for the quality associated with all tasks contained in this PWS and 331 resulting task orders. The contractor shall submit a Quality Control (QC) Plan as part of their technical 332 proposal. The QC Plan shall contain sufficient detail as to how the quality standards will be met and 333 appropriate sampling methodology which would allow the re-performance of selected transactions by an 334 independent third party. 335

SECTION 7 MEETINGS, DELIVERABLES, AND DELIVERY SCHEDULE 336

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The contractor shall deliver the following reports for some or all the areas associated with this PWS. 337 Additional reports may be requested. Each task order will identify the specific reports or meetings 338 required. 339

7.1 Periodic Progress Meetings 340

The Contracting Officer, Contracting Officer’s Representative (COR), and other Government personnel, as 341 appropriate, may meet periodically with the contractor to review the contractor's performance. At these 342 meetings the contracting officer will inform the contractor about how the government views the 343 contractor's performance. The contractor shall inform the Government of problems affecting performance, 344 contract deliverables, or customer service. 345

7.2 Initial Transition Meeting 346

Within two (2) weeks of contract award, the contractor and PBGC personnel will meet at PBGC’s offices 347 in Washington, DC to hold a kick-off meeting. 348

7.3 Monthly Project Scheduling Meetings 349

The contractor shall meet with the COR and the other government representatives monthly to discuss 350 issues, progress on assigned work products, and upcoming target dates. This meeting may be held at the 351 PBGC location in Washington, DC, by telephone conference, video conference or Skype. The contractor 352 shall provide the meeting agenda 2 business days prior to the meeting and meeting minutes with action 353 items 2 business days after the meeting. 354

7.4 Weekly Status Reporting 355

The contractor shall submit a weekly status report by Noon each Thursday to the COR and designated 356 government representatives. The status report will include tasks completed during the reported week, 357 participant matters which require escalation, discussion of issues or problems encountered to include 358 system outages that may impact timely delivery of work items, and projected significant activities for the 359 subsequent week. PBGC and the contractor shall mutually agree on the exact format of the status report. 360

7.5 Quarterly Calibration Sessions 361

The contractor shall participate in quarterly call monitoring calibration sessions with PBGC staff and a 362 PBGC contractor. This meeting may be held via Skype, conference call or in person at designated field 363 office facility. 364

7.6 Contractor Staff Listing 365

The contractor shall submit to the COR by the last business day of each month a cumulative listing of 366 contract staff for the contract period including newly acquired, terminated, and currently on contract staff. 367

7.7 Monthly Management Report 368

PBGC and the contractor shall mutually agree on the exact format of the management report. The contractor shall 369 submit to the COR a management report that addresses, at a minimum: 370

• Burn rate analysis to show cumulative dollars and hours expended by labor category and 371 CLIN. The report shall reflect the percentage of the contract ceiling incurred through the 372 reporting period for each CLIN. 373

• Metrics 374

• Accomplishments during the previous period. 375

• Anticipated accomplishments for the next period. 376

• Pending problems and possible or proposed solutions. 377

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• Identification of items requiring escalation. 378

• Customer service issues and/or suggested procedure or script changes. 379

7.8 Standard Operating Procedures 381

The contractor shall develop SOPs for certain tasks as requested. 383

7.9 Ad Hoc Reports 384

The contractor shall provide other reports as required/requested by the COR or designated government 385 representative. 386

7.10 Corrective Action Plan 387

The contractor shall provide corrective action plans for remediation of processing deficiencies and 388 compliance reviews as requested. 389

7.11 Telework Policy 390

The contractor shall submit a telework policy within 60 (calendar) days after contractor award. 391

7.12 Deliverables 392

The contractor shall produce the following deliverables. 393

Deliverables Chart 395 Deliverable Due Date Format & Person to be

Delivered to Process Improvement Recommendations

Quarterly Word document provided to the COR and designated government representatives.

Quality Control Plan To be provided with Technical Proposal

Word document due to Contracting Officer

Agenda for Monthly Meeting and follow-up meeting minutes

Agenda - 2 (two) business days prior to scheduled meeting. Minutes – 2 (two) business days after monthly meeting.

Agenda - Word document provided to the COR and designated government representatives with accompanying project schedule, as needed.

Minutes – Word document provided to the COR and designated government representatives.

Weekly Status Report Noon each Thursday Word document provided to the COR and designated government representatives

Quarterly Calibration Report & Session

Call quality monitoring report to be delivered 2 business days prior to scheduled meeting

Word document provided to the COR and designated government representatives

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Deliverable Due Date Format & Person to be Delivered to

Contractor Staff Listing Last business day of each month

Excel spreadsheet, submitted to the COR and any designated government representatives.

Monthly Management Report 15P th P day (calendar) after each month end.

Excel spreadsheet or approved format agreed upon by COR and contractor. Submitted through SharePoint site to COR and designated government representative.

Standard Operating Procedure Updates

30 calendar days after the end of each fiscal year quarter (Jan, Apr, Jul & Oct)

Word Document provided to the COR or designated government representative.

Ad Hoc Reports As Requested Format to be agreed upon by COR and contractor. Submitted to COR.

Corrective Action Plan 10 calendar days after request Word document delivered to COR.

Telework Policy 60 calendar days after contract award Word document provided to COR and Contracting Officer.

Weekly status meeting (CCC) Day and time to be mutually agreed upon by the contractor, COR/designated government representative

See above for delivery of agenda and meeting minutes.

SECTION 8 GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, AND SERVICES 396

8.1 General 397

Unless otherwise directed, the government shall provide the Contractor with facilities and equipment 398 needed to perform the services outlined in the PWS. Cost incurred for travel, third party training and 399 general office supplies, except those indicated below, will be reimbursed in accordance with the 400 solicitation clause PBGC-44-001 OTHER DIRECT COSTS. 401

8.2 Facilities 402

The Government will furnish the necessary workspace for the contractor staff to carry out the tasks in the 403 PWS. Examples include, but are not limited to: 404

UEquipment 405

• Furniture 406

• Copiers 407

• Printers 408

• Image Scanning Equipment 409

• Smartboard 410

• Video-conferencing equipment 411

• PCs (Laptops)/Monitors 412

• Telephones 413

• Fax Machines 414

• Headsets 415

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• Conference Rooms 416

• Breakroom Refrigerator 417 UOffice Supplies 418

• Paper Supplies for Copiers and Printers 419

• Toner 420

8.3 Automated Processing Systems 421

The contractor shall be granted access to PBGC network to complete all tasks associated with this 422 solicitation. The contractor shall utilize the following authorized PBGC systems, applications, and tools to 423 perform services required by this PWS. PBGC shall provide appropriate training on these systems in 424 accordance with Section H. These systems may include, but are not limited to: 425

• Spectrum 426

• PBGC Document Management System (Image Viewer) 427

• Customer Relations Management System (CRM) 428

• Leo 429

• Actuarial Calculation Toolkit (ACT)/Archive 430

• Case Management System (CMS) 431

• Primavera P6 432

• Approval Worklist Application (AWA) 433

• PLUS (third-party paying agent system) 434

• Customer Correspondence System (CCS) 435

• Participant Locator Tool (Commercially available search tool) 436

• Electronic Check Action Request Form (eCARF), SharePoint data entry site 437

• PDF to Excel software 438

• SharePoint 439

• Payment Adjustment Calculation System (PACS) 440

• COGNOS 441

(See Attachment B for glossary description of systems, applications and tools) 442

SECTION 9 PLACE(S) OF PERFORMANCE 444

The work under this contract shall be performed at PBGC provided facilities located as follows: PBGC 445 headquarters in Washington, DC, Richmond Heights, OH, Miami, FL, Kingstowne, VA, and Wilmington, 446 DE. If required to perform data collection, the contractor shall travel to the plan sponsor and/or plan 447 administrator locations. 448

The contractor shall establish a telework program to allow qualified staff with suitable work to perform 449 work at a remote/alternate location. Telework can be used to perform suitable tasks outlined in the PWS 450 and during office closure events or COOP situations. The contractor shall submit for approval by the COR 451 a copy of its telework policy and procedures 60 calendar days after contract award prior to 452 implementation. Telework must abide by PBGC’s policies regarding protecting personally identifiable 453 information and use of PBGC’s IT resources. 454

SECTION 10 PERIOD OF PERFORMANCE 455

The period of performance shall be a base period of twelve (12) months upon date of award. PBGC may 456 extend the period of performance by exercising as many as four (4) option periods of twelve months each. 457 Each task order written under this IDIQ will contain a period of performance of up to 12 months. 458

SECTION 11 GOVERNMENT QUALITY ASSURANCE SURVEILLANCE PLAN 460

(QASP) 461

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Title: Field Office Support Services (FOSS) 463 Purpose: This QASP specifically corresponds to the PWS Section 5, Performance Requirement (Tasks). 465 Section 5 of the PWS discusses what work is to be performed and to what outputs or outcomes the 466 Government expects and to what specification. The QASP provides a surveillance plan sufficient to 467 ensure acceptable performance. 468

Objective: The objective of this Surveillance Plan is to evaluate the contractor’s performance against the 470 required services outlined in this solicitation. 471

Surveillance Method by Performance Area: 473

Surveillance described: 474

• To minimize the contract administration burden, the Government shall use simplified 475 methods of surveillance techniques to evaluate contractor performance. COR or designated 476 government representative reviews are generally conducted methods of surveillance for this 477 effort. In addition to the methods discussed below, additional methods such as random 478 checks, observations, inspections, customer feedback and review of work product 479 deliverables may be included. The Government will use appointed representatives familiar 480 with the subject area as sources of comments on the contractor’s performance. 481

• PBGC expects the contractor to establish and maintain professional communication between 482 its employees and our customers, both internal and external. Customer satisfaction is one of 483 the most significant indicators of the success and effectiveness of services provided. PBGC 484 can generally measure this through customer complaints. 485

Reporting Results: 487

• Thirty business days after the end of each Fiscal Quarter the COR will prepare a written 488 report for the Contracting Officer that summarizes the overall results of the quality assurance 489 surveillance of the Contractor’s performance. 490

• A copy will be maintained in the COR file. 491

• Unsatisfactory Performance: 492

Unsatisfactory contract performance, performance not meeting the AQL will be reported by 493 the COR immediately to the Administrative Contracting Officer (ACO). 494

Performance Requirement Summary (PRS) Table 496 Section 5 Reference

Required Service Performance Standard

Acceptable Quality Level (AQL)*

Surveillance Method

5.1.1.1 and 5.1.1.4

Tier 2 Call Quality Monitoring

Recorded telephone calls meet requirements for “Soft Skills” and Technical accuracy

95% Soft Skills score achieved

90% Technical accuracy score achieved

Contractor reports from 5.1.1.4

Random inspection by the government

Page 13 of 21 Version dated 06/26/18

Section 5 Reference

Required Service Performance Standard

Acceptable Quality Level (AQL)*

Surveillance Method

5.1.1.1 – 5.1.1.3

Customer inquiries are resolved and closed out appropriately

Customer interactions are resolved and closed appropriately

95% of inquiries received are resolved and closed appropriately

Random inspection by the government

5.1.1.3 Spanish Translation

(written)

Documents received in Spanish are translated accurately

95% of translations are completed accurately

Random inspection by the government

5.1.1.5 Benefit applications

received with missing information, unclear information or missing proof documents preventing payment approval are followed up on timely

Incomplete benefit applications received are followed up on within 5 days of receipt

95% of incomplete applications received are followed up on within 5 days of receipt

Report provided by the contractor

Random inspection by the government and customer surveys

5.1.1.5 Assisting customers

with incomplete benefit applications within specified timeframes

Benefit application packages sent more than 120 days old are followed up on to see if a completed benefit application has been received

100% of outstanding benefit applications greater than 120 days old receive a follow up phone call and offer of assistance

Report provided by the contractor

Random inspection and customer surveys

5.1.1.5 Processing completed

benefit applications within established timeframes.

Completed applications are processed within 45 days

Completed Applications are completed within 60 days

87% of completed applications are processed within 45 days of receipt.

90% of completed applications are processed within 60 days of receipt.

Automated report metric

Page 14 of 21 Version dated 06/26/18

Reference

Required Service Performance Standard

Acceptable Quality Level (AQL)*

Surveillance Method

5.1.1.5 Benefit payments, to

include benefit adjustments are processed accurately

Payments processed are completed accurately

98% of benefit payments, to include benefit adjustments are completed accurately in accordance with policies and procedures

Statistical sample selected throughout the year

5.1.1.7 Process QDROs, POAs and Guardianships

Received documents are processed accurately in accordance with established policies and procedures

98% of received documents are processed accurately

Random inspection

5.1.2.2 Completes plan

assumption (plan-intake processes to include 1P st P pay , and customer dataloads, reconciliation memorandums, trusteeship letter issuance and Payee Data review) timely and accurately

Plan assumption activities are completed within 180 days of trusteeship or earlier

90% of activities are completed on time

Automated report metric

5.1.2.3 Completes Spectrum

reconciliation clean up in support of database building

Requested reconciliation clean- up is completed timely

95% of requested reconciliation work is completed on time

100% inspection by government

5.1.2.4 Prepares and submits a

working retirement recommendation

Working retirement recommendation s are submitted timely for review and approval

90% of working retirement recommendation s are completed within 90 calendar days of trusteeship

100% inspection by government

Page 15 of 21 Version dated 06/26/18

Reference

Required Service Performance Standard

Acceptable Quality Level (AQL)*

Surveillance Method

5.1.2.5 Issue Benefit

Determination Letters timely after software closeout

Participants with valid addresses are issued benefit determination letters

98% of participants with valid addresses are issued BDs within 90 days of software closeout

Automated report metric

5.1.3.1 Maintain Participant

files in accordance with established procedures

Participant files are maintained accurately in Document Management System

100% of participant files

Random

5.1.4.3 Prepare returned check

reconciliation

Reconciliation is complete and accurate

100% of reconciliations are completed accurately

100% inspection by government

5.2.1 Process Incoming Mail Incoming mail is

processed timely

100% of incoming mail is scanned into Document Management System the same day it was received

Reports provided by the contractor

5.2.1 Document preparation

and scanning are completed timely (plan and participant records)

Plan and participant records are scanned and made available to users within established timeframe

95% of requests are completed timely

Random inspection by the government

5.2.3 Conversion of

Electronic Documents

Converted documents are completed accurately

98% of conversions are completed accurately

Random

Page 16 of 21 Version dated 06/26/18

Reference

Required Service Performance Standard

Acceptable Quality Level (AQL)*

Surveillance Method

5.3 Database Building

Support

Data entry is completed accurately in accordance with written instructions provided

95% of data elements entered is done correctly

Statistical sampling inspection by the government or designated representatives

5.3 Database Building

Support

Database building activity is completed timely

95% of assigned tasks are completed timely

100% inspection by government

5.5 Customer Contact

Center (CCC)

Grade of Service

(GOS)

80% of calls are answered from ACD within 20 seconds

Daily auto-generated report and review by the government

5.5 Customer Contact

Center (CCC)

Average Speed of Answer

(ASA)

Calls are answered from ACD within 30 seconds

Daily auto-generated report and review by the government

5.5 Customer Contact

Center (CCC)

Long Waiting Call (LWC)

Calls shall not remain in the queue for more than five (5) minutes

Daily auto-generated report and review by the government

5.5 Customer Contact

Center (CCC)

Call Quality (Soft Skills)

88 or higher Third party quality assurance assessor;

statistical sampling of monthly calls

5.5 Customer Contact

Center (CCC)

Call Quality (Technical Proficiency)

88 or higher Statistical sampling of monthly calls assessed by government

5.5 Customer Contact

Center (CCC)

Process Tier 1 transactions

95% within the same business day unless otherwise directed by the COR or

Random

Page 17 of 21 Version dated 06/26/18

Reference

Required Service Performance Standard

Acceptable Quality Level (AQL)*

Surveillance Method designated representative

5.5 Customer Contact

Center (CCC)

Respond to email inquiries and Pension Search Assistance

90% within 3 business days unless otherwise directed by the COR or designated representative

Random

SECTION 12 OTHER REQUIREMENTS 498

12.1 HOURS OF OPERATION 500

Normal workdays are Monday through Friday except US Federal Holidays. Workers typically work eight 501

(8) hours per day, 40 hours per week. Flextime workers start not earlier than 6 AM. Office hours of work 502 are from 7 AM to 7 PM daily Eastern Time. Periodically, the government may decide to close early, for 503 events such as prior to federal holidays and weather events. During such times, the normal operating hours 504 will be from 7AM to 5PM Eastern Time. 505

12.2 OFFICE CLOSURE 506

In the event of inclement weather, other temporary office closures, or situations that are 508 particular to the facility, the contractor shall make the decision as to what is in the best interest 509 of their employees, as to whether the facility will open or close early. Once the contractor 510 decision is made, they shall contact the COR, the Customer Contact Center (if applicable) to 511 inform them of the office closing, the reason for closing and to have phone calls held. The 512 contractor shall also contact PBGC Workplace Solutions Department (WSD) with any 513 concerns regarding facilities. The contactor shall contact the PBGC IT Service Desk for all 514 equipment, software, server, router, or switch concerns. The contractor shall only bill for direct 515 labor costs for hours worked. 516

12.4 CONTRACTOR PERSONNEL 518

The contractor shall recruit and retain enough qualified personnel to perform the quantity and type of 519 services required under this contract. Contractor personnel (including subcontractor personnel) performing 520 work under this contract must meet the requirements for their labor categories as specified in Section H. 521 Resumes for required personnel under this contract shall be provided in accordance with the format 522 provided in Attachment C. The contractor shall develop and maintain a staff retention program that will 523 encourage continued employment of qualified staff. The contractor shall make provisions for dealing with 524 unsatisfactory personnel. The contractor shall provide overall management of its employees, 525 subcontractors and PBGC furnished equipment across all the facilities where the tasks under this PWS are 526 performed. 527

The Contractor shall not bill for hours spent performing overhead services, such as preparing 528 payroll, hiring employees, meeting with legal representatives, accountants, benefit providers, 529

Page 18 of 21 Version dated 06/26/18 etc. directly to the contract. 530

12.4.1 Program Management 532

The contractor shall recruit a Program Manager who will serve as the focal point for coordinating task 533 assignments and shall meet regularly with the Contracting Officer’s Representative (COR), Contracting 534 Officer (CO) and other government designated representatives to review the status of the tasks. The 535 Program Manager will be designated as a Key Employee at the IDIQ level. The contractor shall evaluate 536 the task assignments and overall workload to establish staffing needs and schedules, assign qualified 537 personnel, and continually assess the progress. The contractor shall establish and maintain skill 538 management, process improvement, and quality control programs. The contractor shall be responsible for 539 the resolution of technical, cost, schedule, and prioritization issues to ensure that quality work is 540 accomplished on schedule. The Program Manager shall have responsibility for overseeing all project 541 activities associated with the task orders and must provide oversight and integration of all project 542 schedules to ensure overall program goals are met. The Program Manager will be responsible for 543 coordinating cross-cutting activities such as: 544

• Subcontractors – All activities associated with managing subcontractors. 545

• Program Reporting and Analysis - The contractor shall support the day-to-day tasks and 546 reporting of the program and project managers. The contractor shall prepare status reports and 547 presentation materials. 548

• Other Direct Cost management – the contractor shall manage and coordinate staff training, 549 travel, and supply ordering to keep costs as low as possible. 550

• Process Improvements- The contractor shall identify and document process 551 improvements/industry best practices that will increase operational efficiency and reduce 552 operational cost to PBGC. The contractor shall submit contractor recommendations to the COR 553 and designated government representatives 30 calendar days after each fiscal quarter (Jan, Apr, 554 Jul, Oct) based on PBGC fiscal year. Examples include process reduncies, service quality 555 improvement opportunities, etc. 556

• Systems Improvements - The contractor shall participate in the development process of its new 557 systems…