Section_J.10_ATTACHMENT_I__SP2and_4_Notional_TO_Request_Package_Competition_GSS.pdf

J.10 ATTACHMENT I – SP 2 and 4, NOTIONAL TO REQUEST PACKAGE COMPETITION

GSS TOXX-FYXX

GLOBAL SUPPORT STRATEGY (GSS) FOR OVERSEAS CONSULAR SUPPORT SERVICES

COMPETITIVE TASK ORDER REQUEST FOR PROPOSAL (TORP)

GSS TOXX-FY FOR SP2/SP4 NOTIONALTASK ORDER REGION

REFERENCE SAQMMA17RXXXX

TABLE OF CONTENTS

1.0 STATEMENT OF OBJECTIVES

1.1. SCOPE OF SERVICES

1.2. TASK ORDER PERFORMANCE OBJECTIVES

1.3. ESTIMATED WORKLOAD DATA

1.4. ASSUMPTIONS AND CONSTRAINTS

1.5. SERVICE LEVEL STANDARDSAND CUSTOMER SATISFACTION

1.6. SECURITY

1.7. TASK ORDER TRANSITIONS

1.8. PERIOD OF PERFORMANCE

1.9. PLACE OF PERFORMANCE

1.10. HISTORICAL DATA

1.11. HISTORICAL NIV REFUSAL DATA

1.12. HISTORICAL WORKLOAD ATTRIBUTES – GENERAL

2.0 EVALUATION FACTORS AND METHODOLOGY

2.1. EVALUATION FACTORS AND METHODOLOGY

2.2. TECHNICAL EVALUATION FACTOR 1: TECHNICAL/MANAGEMENT SOLUTION/APPROACH

2.3. TECHNICAL EVALUATION FACTOR 2: STAFFING PLAN AND KEY PERSONNEL

2.4. TECHNICAL EVALUATION FACTOR 3: PERFORMANCE MEASURES AND METRICS

2.5. TECHNICAL EVALUATION FACTOR 4: BUSINESS STRATEGY AND SUBCONTRACTING

2.6. TECHNICAL EVALUATION FACTOR 5: ORAL PRESENTATION SLIDES

2.7. COST/PRICE

3.0 PROPOSAL SUBMISSION FORMAT

3.1. GENERAL

3.2. FORMAT FOR TECHNICAL AND COST/PRICE PROPOSALS

4.0 ACQUISITION MILESTONES

4.1. OPT-IN/OPT-OUT

4.2. DUE DILIGENCE SESSIONS

4.3. PROPOSAL SUBMITTAL

4.4. FACILITY SECURITY CLEARANCE

5.0 ATTACHMENTS

ATTACHMENT A: DEPARTMENT OF DEFENSE CONTRACT SECURITY CLASSIFICATION SPECIFICATION ATTACHMENT B: MACHINE READABLE VISA FEE REFUND AND PAYMENTS RECEIVED IN ERROR GUIDELINES

ATTACHMENT C: GSS QUICK REFERENCE GUIDE

ATTACHMENT D: NOTIONAL INCIDENT REPORT TEMPLATE

ATTACHMENT E: NOTIONAL MONTHLY SLA REPORT TEMPLATE

ATTACHMENT F: GSS VENDOR CERTIFICATION

ATTACHMENT G: GSS NOTIONAL METRICS

ATTACHMENT H: SERVICE LEVEL AGREEMENT TEMPLATE

ATTACHMENT I: RESERVED

GSS for SP2/SP4 Notional Task Order Part 1 - Statement of Objectives

Page Left Blank – Intentionally

1.0 STATEMENT OF OBJECTIVES

Section G.7 Ordering Procedures of the Base Contract applies.

1.1. Scope of Services

The Department of State (DoS) Bureau of Consular Affairs (CA) is seeking a Task Order

Request for Proposal (TORP) under the ID/IQ Global Support Strategy (GSS) contract for

Overseas Consular Support and seeks to award a performance-based task order to provide support services for consular operations in the SP2/SP4 Notional Task Order Region hereinafter referred to as the “SP2/SP4 Notional Task Order Region.”

1.2. Task Order Performance Objectives

a. The Department of State requires the Offeror to employ best practices, and utilize its expertise to propose creative solutions that will meet the objectives stated below.

b. The Offerors shall prioritize the task order objectives in a way that best achieves the

Departmental and CA mission and goals in a cost-effective manner. Under a performance-based contract structure, performance metrics and service level agreements (SLA) will be used extensively to monitor the performance of this task order. The Government and the winning awardee will baseline and monitor progress using agreed-to performance metrics and service level agreements. Note: Contract Section C, Descriptions/Specification/Work

Statement apply to this task order.

Objective 1: Launch a regional GSS program for the SP2/SP4 Notional Task Order Region during the transition period of one hundred and twenty (120) calendar days prior to the commencement of the Base Year. Full performance and switch-over of services shall commence upon receipt of a Notice to Proceed (NTP). If the incumbent is the awardee, all changes must be completed during the one hundred and twenty (120) day transition period. Full performance shall commence upon receipt of the NTP, which is expected to be DATE.

Objective 2: Provide service package three for Country 2 and Country 4, which includes information services, appointment services, fee collection services, document delivery services, and greeter services for SP2/SP4 Notional Task Order Region.

Objective 3: Provide service package four for Country 1, Country 3, Country 5, Country 6, and

Country 7, which includes information services, appointment services, and fee collection services.

In addition to the primary objectives above, the Department of State may require the Contractor to perform one or more of the optional objectives stated below.

Optional Objective 1: As part of document delivery services, if not already incorporated into the Contractor’s solution, the Contractor shall offer delivery to a location of the customer’s choice (i.e., home, office, etc.).

The Department of State requires the Contractor to employ best practices, and utilize its expertise to propose creative solutions that will meet the objectives stated above.

1.3. Estimated Workload Data

The following table provides workload estimates for performance under this task order:

Year Service Package Baseline Workload

Base Year

Two (2) 320,000

Four (4) 30,000

Option Years

Two (2) 320,000

Four (4) 30,000

1.4. Assumptions and Constraints

Note: Contract Section C, Descriptions/Specifications/Work Statement applies to this task order.

1.4.1. General

a. The Contractor shall provide a Task Order Manager (TOM)1, who shall be the primary point of contact, to coordinate all GSS services under this task order. The TOM shall be available for a visit with the GSS Post/Mission Coordinator (GPMC) or consular managers at each post in the SP2/SP4 Notional Task Order Region. The TOM shall be available for daily consultation during normal hours of operation for all supported consular sections, including

(in rare instances) after-hours emergencies. The TOM shall be available for at least biannual on-site meetings with the GPMC and/or consular managers at each consular section in the

SP2/SP4 Notional Task Order Region.

1.4.2. GSS Services

a. The Contractor’s overall solution shall be capable of temporarily scaling up/down capacity to satisfy periods of high/low demand, such as increased/decrease volume associated with the inherent seasonality of workload in the region.

1.4.2.1.Information Services:

a. Information services shall at a minimum, be provided in English for Country 1, Country 2, Country 3, Country 4, and Country 5. Information services shall be at a minimum, be provided in English and French for both Country 6 and Country 7.

b. The Government will provide global language and any post-specific information for websites, which shall be used for call-center services, including contractor-provided foreign translations, instructions for how to submit management information and performance metrics, and any standards (e.g. those established by the Bureau of Diplomatic Security (DS), the Bureau of Information Resource Management (IRM), Information Systems Security

Officer (ISSO), etc.) not otherwise commercially or publicly available. Additional

Government information will be provided when required. The control of access and

Note: The task order manager is subject to the requirements stated in Contract Section H.4.2.1, and shall be a direct employee of the prime contractor. Note that exceptions to this requirement will not be granted.

distribution of such material will be determined at that time. All Government provided and subsequent version of this information remains the property of the Government.

1.4.2.2.Appointment Services:

a. When providing appointment services, the Contractor’s solution shall recognize and accommodate applicant groups , to include canceling and rescheduling of appointments within approved groups. Also, the Contractor’s solution shall support the identification and expedited processing of priority categories , to include cancelling and rescheduling of appointments within approved categories. The Contractor’s solution shall be capable of allowing applicants to reschedule their appointment to another available time slot.

b. The Contractor’s solution shall capture a detailed audit trail of all system transactions initiated by any user (e.g., applicants, Post staff, Contractor staff, etc.), including but not limited to routine/expedited appointment scheduling, cancellation, and re-scheduling.

c. The Contractor shall require that each applicant provide their DS-160 or DS-260 barcode number prior to being able to schedule an appointment, and shall utilize a Government furnished interface to verify the barcode number, if and when it is provided.

d. At the direction of the Government, the Contractor shall notify applicants by email and one other form of communication to the applicant they need to reschedule an existing appointment or schedule a follow-up appointment.

e. The Contractor shall include appointments to submit IV-related documents – waiver applications, returning resident applicants, and boarding foils – to consular section staff.

f. The Contractor shall provide a confirmation message to the applicant by email and one other form of communication once an appointment is scheduled, and shall be able to include appointment- and applicant-related information (e.g., appointment date/time, applicant name/DOB, etc.).

g. The Contractor’s solution shall provide detailed reporting regarding scheduled appointments

(e.g., applicant name/DOB, IV case number when applicable, etc.), to include the ability to differentiate between an applicant’s initial appointment and any follow-up appointments.

h. The Contractor shall identify, track, and report on applicants who do not appear for their scheduled interview at posts receiving greeter services.

i. The Contractor shall be able to limit applicants from specific provinces to booking consular appointments at specific consular sections if so directed by the Government.

Groups can be as few as two people or as large as several dozen. The supported Embassies will give direction as to what may be automatically considered a group versus what may be considered a group only with prior approval, as well as business rules concerning preferential appointments for certain groups.

The supported consular sections and/or GSS Program will give direction on which categories (e.g., students, referrals, etc.) expedited processing will be applied to and how it should be applied.

j. The Contractor shall be able to schedule applicants based on their preferred interview language.

1.4.2.3.Fee Collection Services:

a. When providing fee collection services, the Contractor’s solution must provide for collecting

Machine-Readable Visa (MRV) fees in local currency and depositing to local accounts, except in Country 3, where the contractor shall only collect fee payments from applicants in

U.S. dollars, and shall be required to transfer these funds directly to the Government via

FedWire.

b. In accordance with the IDIQ requirements, collections in all currencies shall be swept to the

Government within one (1) business day. The Contractor’s solution shall be able to accommodate multiple fees being paid at once, such as for families and pre-approved groups.

c. The Contractor shall, on an ongoing basis, be able to restrict and/or reinstate the use of one or more fee payment point of service locations per the direction of the Government.

d. The Contractor’s IT solution shall be able identify each of the following parameters associated with each individual MRV fee in accordance with Section F.6.1.6 of the Contract

(whether collected individually or by lump sum):

1) A unique identifier associated with the MRV fee

2) The amount paid (in USD)

3) The visa type associated with the MRV fee

4) The unique identifier associated with the applicant linked to the MRV fee

5) First and last name of applicant linked to the MRV fee

6) Passport number of applicant linked to the MRV fee

7) All appointments (i.e., date, time, and Post) scheduled/cancelled using the MRV fee

8) The date/time and bank transaction ID for the Offeror’s sweep (from a local account into the USDO account) that included the MRV fee

9) Date/time and reason why the MRV fee became unusable (e.g., final adjudication made, older than 365 days, appointment no-show, etc.)

e. Also, the Contractor shall deliver an accurate notification each time they transfer collected fees to the Government. Each notification shall clearly identify information for tracking and recording each individual deposit. Each notification shall include documentation substantiating each individual deposit. Upon request, the Contractor shall include a detailed listing of individual collections that comprise an individual deposit.

f. The vendor shall remain in compliance with current and future MRV Fee Refund and

Payment Received in Error as detailed in Attachment B.

“Local” refers to the country in which the consular section is located or as directed by the Government.

1.4.2.4.Document Delivery Services:

a. When providing document delivery services, at a minimum, applicants shall choose to collect their documents at one or more distributed points of service (e.g. courier offices). Applicants shall choose the preferred location at the time they make their appointment.

b. The Contractor shall, on an ongoing basis, be able to restrict and/or reinstate delivery to one or more locations (to include both point of service and home/office destinations) per mutual agreement and task order modification.

c. The Contractor shall provide a method for applicants to check on the delivery status of any document while in the possession of the Contractor.

d. The Contractor shall notify applicants by email and one other form of communication when any GSS-delivered document (e.g., visa’d passport, IV packet, etc.) becomes available for pick up at any document delivery service location. The Contractor shall track and be able to report on document aging. For each document unclaimed after a minimum of ten business days, or as agreed upon by Post, the Contractor shall be able to provide an audit trail of all attempts made to contact the applicant.

e. The Contractor shall establish methods to serve the subset of fee-paying nonimmigrant visa applicants who are not required to make a physical appearance at the consular section for standard processing, either because they are exempt from fingerprinting (based on age, etc.)

or because their 10 fingerprints have previously been captured by the receiving post

(“fingerprint re-use” cases). These applicants will still have access to all GSS services as needed.

1) The Government requires that the Contractor shall accept the DS-160 confirmation page and valid passport, a photo of the applicant, the previous visa (if a “fingerprint reuse” case), and any case-specific documentation (e.g., DS-2019 for J applicants, I-20 for student visa applicants or I-797 for many petition-based applicants, etc.) for such cases.

2) The Government further requires that the Contractor make application requirements available to waiver of interview applicants in conjunction with fee payment to ensure that applicants are informed of requirements prior to submitting their waiver of interview packets, and will require that the Contractor provide additional document delivery services if needed to supply missing materials.

3) If Post issues the visa, Post will paste them in passports, and return all documentation to the courier for final delivery to the applicant.

4) If a case cannot be issued, the Contractor shall schedule an interview appointment for the applicant and Post shall return the documentation to the courier for delivery to the applicant prior to the interview. The Contractor shall provide the applicant the ability to submit documentation at one or more distributed points of service (e.g. courier offices) for delivery to the supported consular section. This shall include circumstances not already covered by the previous requirements with fingerprint re-use and waiver of interview cases.

5) The Contractor shall support delivery of these materials either to the closest consular section or, if directed for workload purposes, to a designated consular section elsewhere in the country.

f. The Contractor shall provide for delivery of the applicant’s passport and supporting application documents to and from the applicant as needed by the consular section (refer to

Section 1.10 Historical Data).

Note: The Government understands that “As Needed” document delivery is difficult to quantify. The purpose of “As Needed” document delivery is not to provide for significant changes to the Government visa operations, but to prevent unnecessary disruption, delay, and inconvenience in ordinary visa processes. As a matter of policy and practice, the Government generally makes all efforts to minimize the number of documents handled in each case and the number of times Government staff handle documents. The Government will continue to work with the vendor to minimize unnecessary deliveries back and forth between Post and applicants. The vendor will consult with the Government if there is any question as to whether a delivery is appropriate under the contract. Applicants must have a profile in the system; “As

Needed” document delivery will not replace other GSS services or be used for pre-submission of documents in anticipation of a scheduled interview, unless applicants have a profile or otherwise articulated in document delivery services and will support delivery for locally filed IV cases, including sending and delivery of appointment letters and medical documents for these cases.

g. The Contractor shall be able to perform outreach to GSS applicants, at the direction of the

Government, in order to request that GSS applicants use the GSS document delivery service to submit documentation (e.g., an applicant’s passport, etc.) to a supported consular section.

h. Arrangements for document delivery shall not be generally made at the U.S. Embassy or

Consulate, although the Contractor may propose a presence in the applicant waiting area to handle exceptions.

i. In Country 4, the Contractor’s solution shall include at least one point of service location (i.e.

courier office) in City X and City Y for document delivery service.

1.4.2.5.Greeter Services:

a. When providing greeter services for Country 2, the Contractor shall use a combination of part-time and full-time greeters to provide a ratio of full-time equivalent (FTE) greeters of

1.0 FTE per 100 applicants, based on average daily NIV and IV appointments scheduled.

b. When providing greeters services for Country 4, the Contractor shall provide a minimum of nine (9) FTE greeters in Consulate 4 and four (4) FTE greeters in Embassy 4, with additional greeters at a ratio of 1.0 FTE per 100 applicants effective at 951 applicants for Consulate 4 and 451 applicants for Embassy 4.

c. Greeter services shall be available during all Embassy or Consulate hours of operation, unless otherwise directed by the Government.

d. The Contractor shall implement a paperless processing solution that uses electronic check-in and vendor-provided barcode labels that, at a minimum, contain an applicant’s DS-160 and/or DS-260 barcode.

1.4.3. Reporting

a. The Contractor shall provide an electronic submission of GSS Management Information

System (MIS) data on at least a daily basis, for all information captured before the cessation of non-24x7 business operations for that day

b. In addition to MIS data and other as-needed reports (as referenced in Contract Section C, Descriptions/Specifications/Work Statement), the Contractor shall satisfy the reporting requirements detailed in Contract Section F, Deliveries and Performance, applies to this task order. Notional templates are provided for Quick Reference Guides (Attachment C), Incident

Report (Attachment D), and Service Level Agreement Monthly Report (Attachment E).

1.5. Service Level Standards

and Customer Satisfaction

a. Except where noted, refer to Contract Section J, Listing of Attachments, Attachment E, Notional Metrics for definitions of metrics listed below.

b. The critical Global Support Strategy Program Metrics that are applicable to performance under this task order include:

1) Cleared Personnel

2) Data Security Incidents

3) Physical Security Incidents

4) Fee Deposit Incidents

5) Fraud Prevention Program

6) Lost Document Rate

7) Provision of Public Information

c. The general Global Support Strategy Program Metrics that are applicable to performance under this task order include:

8) Service Downtime

9) Data & Reporting Delivery

10) Audit Compliance

11) Incident Reporting Compliance

Compliance is deferred for this requirement until the government interface is fully developed

Contract Section E.4 Critical Global Support Strategy Program Metrics and Incentives apply to all GSS task orders.

12) Fee Mismatch Incidents

13) Fee Collection Error Rat

14) Document Delivery to Applicants

15) Document Delivery to the Government

16) Applicant Customer Satisfaction

17) Customer Service Response Rate

18) Embassy/Post Satisfaction

19) Follow-up Appointment Response Rate

d. The Offeror shall provide an assessment of performance metrics and incentives every six months from the beginning of the task order’s period of performance to be evaluated by the

Government. Each six (6) month assessment of performance metrics and incentives will be evaluated independently and will not affect the assessment of performance metrics and incentives for any other evaluation period. The payment of incentives/disincentives based on the results of each of the six month performance assessment will be determined and executed at the end of the 12-month period of performance.

e. If the Government authorizes provision of premium (user-pays) services, the Government reserves the right to impose service level standards and performance and quality metrics that shall be met in regard to such services. The Government reserves the right to withdraw authorization for premium (user-pays) services if the imposed service level standards and performance and quality metrics are not met.

1.6. Security

a. The Contractor shall comply with and adhere to the security requirements outlined in the umbrella GSS IDIQ contract. The Government reserves the right to add, delete, and/or modify the security requirements, as necessary or as directed by the Bureau of Diplomatic

Security (DS), or other U.S. Government security agencies.

b. The Contractor shall receive approval from the Bureau of Consular Affairs and the Bureau of

Diplomatic Security for all exceptions to existing security guidelines and regulations.

1.7. Task Order Transitions

a. The Government anticipates a one hundred twenty (120) day phase-in period to allow for the transition of work activities from the existing task order to the new task order, and a one hundred twenty (120) day phase-out period to allow for the transition of work activities from the new

(current one being competed here) task order to its successor task order. Services required to be transitioned (both during the phase-in and the phase-out) include, but are not limited to, considerations for contract administration and close-out, security, Information Technology (IT), reporting, information services, fee collection, document delivery, OFC transition (if applicable) and other aspects to transition task orders with no disruption of operations.

b. The Contractor shall demonstrate a comprehensive, sound, and reasonable approach to transitioning into and out of this task order, one that ensures a seamless transition of services supporting the GSS program and this task order, specifically. The Contractor shall, at a minimum:

a) Provide, in its Technical Proposal, a Draft Phase-In Plan for a 120-day transition to commence fourteen (14) calendar days after task order award that, at a minimum:

i. Is Mission- or Post-specific, as applicable [Note: the transition period for Missions without OFCs should be limited to one hundred twenty (120) days, while the transition period for Missions with OFCs should be planned with a one-hundred eighty (180) day transition]. Task orders with both Missions and Single Posts should include separate plans for each;

ii. Identifies a single point-of-contact by name as the Contractor’s transition lead;

iii. Is detailed, realistic and achievable, and offers a seamless transfer of operational responsibility, activities, knowledge, transactional data (including testing of the data transfer and applicable services), and applicable documentation to minimize disruption to business operations;

iv. Provides reasonable and complete assumptions with respect to existing conditions;

v. Includes a detailed schedule of key milestones, dependencies, testing and verification activities and contingency plans in the event problems arise during the phase-in process, in no particular order and including but not limited to:

a. Date that incumbent fee collection needs to stop (considering the average time after an applicant pays a fee and schedules an appointment, 365-day validity of fee receipts, considerations for local country’s time lag for credit card payment processing, other payment processing concerns, etc.);

b. Date that new fee collection solution starts;

c. Date that fee data, to include fees not yet used to schedule appointments, needs to be transferred from the incumbent;

d. Date the first fee deposit (sweep) will be made to the USDO account;

e. Date the first fee deposit notification email sent to the Government;

f. Date appointment data to be transferred from the incumbent;

g. Date appointment transfers will be tested;

h. Date the new contractor’s appointment system will launch;

i. Date local phone numbers procured;

j. Date call centers and websites, in all appropriate and grammatically correct languages, will be ready to launch;

k. Date(s) of outreach and description of method to announce to public any changes to processes;

l. Date and description of method when documents will be transitioned to new couriers;

m. Date new OFC permits to be completed;

n. Date of first OFC biometric collection and confirmation that all applicable incumbent data has been transferred to the Government;

o. Date Government-Furnished Equipment (GFE) is to be issued to the new

Contractor;

p. Date new personnel/subvendors are identified and required paperwork submitted for RSO clearances; and,

q. Date new personnel are fully onboard;

vi. Identifies the major risks that may negatively impact the successful execution of the

Phase-In Plan, operational impact on Mission/Posts, and the associated risk mitigation strategy, including addressing, at a minimum, the following:

a. Potential for delay/suspension of services (banking approvals; clearances for subvendors; increased workload on Regional Security Officers, etc.);

b. Lack of public information if call center phone lines and websites do not work;

c. Inaccurate information if agents are not trained, websites have incorrect/incomplete info, etc.;

d. Lack of public awareness of the transition and new subvendor relationships and the potential for increased fraud;

e. Increase of public inquiries to consular sections for information services;

f. Potential that Contractors’ banking partners do not collect appropriate fees and perform sweeps per requirements, with notifications to Class B cashiers;

g. Increased potential for fraud/malfeasance if fees are not reconciled one-to-one to applicants with scheduled appointments;

h. Potential for applicants to request a refund of MRV fees or payments received in error by GSS or for payments not made in full (e.g. – top offs were not completed) after the transition date has passed;

i. Potential for claims on undelivered documents after the transition date has passed;

j. Potential for incumbent Contractor sharing of previously paid MRV fees, appointments already scheduled, and document delivery information not replicating in new Contractor’s system;

k. Increased potential for lost/stolen documents as subvendors need to be trained;

l. Potential loss of applicant biometric data collected at Offsite Facilitation Centers

(OFCs) during transition; and

m. Potential that greeters’ paperless entry solutions don’t work and delay appointment/applicant verifications, which delay consular operations;

vii. Demonstrates the offeror’s successful experience and proven record in transitioning services for programs of similar size, scope, and complexity; and

viii. Incorporates and provides written notes for a weekly transition meeting with the incumbent vendor and representative(s) from Mission/Posts and/or GSS Program

Team to ensure clear communication and situational knowledge transfer, addressing any issues that arise during the transition;

b) Provide a Final Phase-In Plan no later than fourteen (14) days after contract award;

c) Maintain a diary of daily activities and record all lessons learned, to include but not limited to, a configuration and change control procedure that will be employed during the phase-in period, and develop and deliver the diary and a summary of lessons-learned in a

Phase-In Report that shall be submitted to the Government upon completion of all phase-in activities;

d) Provide, not later than the 120 th calendar day of the base year and to be updated annually on the 120 th day of each exercised option period, as necessary, a Phase-Out Plan for a

120-day transition that, at a minimum:

i. Identifies a single point-of-contact as the Contractor’s transition lead and describes how the Contractor will make itself available through the phase-out period and through the end of the performance period;

ii. Is detailed, realistic and achievable and offers a seamless transfer of operational responsibility, activities, knowledge, transactional data (including testing of the data transfer to the successor Contractor), and applicable documentation to minimize disruption to business operations;

iii. Includes a plan to ensure the transfer of electronic management information (MIS) data to the Government in accordance with contract requirements, or via a mutually agreed upon format if MIS is not available;

iv. Provides all Government-approved English and translated transcripts of webpages and call center scripts to the Government in Word document or other approved upon format;

v. Details the status for all pending/open escalated cases with corresponding applicant data;

vi. Includes a plan to transfer to a new vendor or cut-off and redirect customer contact points (such as existing phone numbers, skype, and website addresses);

vii. An accounting for MRV fees paid, but not yet scheduled, and/or applicants with incomplete MRVs fee paid with corresponding applicant data;

viii. Details how the Offeror will inventory, report and physically return all Government-

Furnished Equipment;

ix. Includes a detailed schedule of key milestones during the phase-out process, including but not limited to:

a. Date that incumbent fee collection will stop (considering the average time after an applicant pays a fee and schedules an appointment, 365-day validity of fee receipts, considerations for local country’s time lag for credit card payment processing, other payment processing concerns, etc.);

b. Date the final fee deposit (sweep) will be made to the USDO account

c. Date that fee data will be transferred to the successor;

d. Date appointment transfers will be tested;

e. Date the incumbent will turn off its appointment system;

f. Date call centers and websites cease operations;

g. Date documents will be transitioned from incumbent couriers;

h. Date of last OFC biometric collection and confirmation that all data has been transferred to the Government; and

i. Date OFC logins are to be canceled and Government-Furnished Equipment (GFE) is to be returned;

x. Demonstrates an approach for the successful transition that achieves the results that are listed above for the “phase-in” transition;

xi. Identifies the major risks that may negatively impact the successful execution of the

Phase-Out Plan and the associated risk mitigation strategy;

xii. Provides the date until which incumbent vendor’s system will remain operational after transition; and

xiii. Details how the Offeror will incorporate in its ongoing planning and provide to the

Government written notes for a weekly transition meeting with the incumbent vendor and representative(s) from Mission/Posts and/or GSS Program Team to ensure clear communication and situational knowledge transfer, addressing any issues that arise during the transition;

e) Provide a written confirmation upon completion of the phase-out period that the vendor

(including subvendors) is no longer in possession of any applicant documents or fees, and that all greeter uniforms which include any Government logos, etc. are collected and, where possible, returned to the Government; and,

f) Provide the above-detailed plans (with the exception of the Draft Phase-In Plan, which is to be included in the Contractor’s Technical Proposal) to the COR and/or Government-designated point of contact; and

g) Develop and deliver a weekly Transition Status Report that:

i. Includes narrative text reporting on progress made in that specific country or post until the transition is completed, to include one final Transition Report to include, but not limited to Lessons Learned;

ii. Documents delays encountered and updates milestone timeline;

iii. Documents and issues log or milestone map to indicate the items that remain to be decided or performed; and

iv. Provides a timeline for remaining items completion and outline steps that will be taken to resolve remaining items.

1.8. Period of Performance

The base period of performance shall be twelve (12) months from issuance of a task order NTP and shall consist of one (1) one (1) year option period. Note: the end date of the Base IDIQ final period of performance is set as DATE.

1.9. Place of Performance

The Contractor shall perform work within the scope of this task order at the Contractor’s facilities or, in the case of greeter services provided for the task order region, at the U.S.

Embassy or Consulate.

1.10. Historical Data

1.10.1. Historical Workload Data – SP2/SP4 Notional Task Order Region

Note: The “IV Workload” column includes IV cases issued in a given month as well as IV cases received that were being processed but did not result in an issuance for that month.

a. Service Package 2

Month

NIV Workload IVs Issued IV Workload

Country 4 Country 2 Country

Country

Country

Country 2

Embassy 4 Consulate 4 Post 2 Consulate

Post 2 Consulat e 4

Post 2

Oct-12 3520 9103 2201 457 717 759 841

Nov-12 5548 11644 2249 679 1126 1049 1356

Dec-12 4189 7782 1765 603 486 976 757

Jan-13 3561 6935 2121 662 453 1092 789

Feb-13 5206 7064 1697 570 535 939 1048

Mar-13 5815 8134 2615 684 642 1085 1192

Country 4 Country 2 Country

Country

Country

Country 2

Embassy 4 Consulate 4 Post 2 Consulate

Post 2 Consulat e 4

Post 2

Apr-13 7194 10692 3406 659 686 1144 1256

May-

13 5511 8366 3781 676 480 1093 702

Jun-13 5990 9373 3928 728 429 1300 608

Jul-13 4619 11356 4159 710 337 1386 547

Aug-13 6211 11791 3341 702 378 1449 646

Sep-13 4122 10075 2604 594 350 1164 698

Oct-13 4261 8324 2076 499 255 710 416

Nov-13 3912 8983 2106 553 351 765 513

Dec-13 3375 9059 2675 474 323 890 475

Jan-14 4116 9949 2069 391 529 808 883

Feb-14 4235 10921 2271 463 423 955 796

Mar-14 5716 12134 2643 623 452 1268 944

Apr-14 6725 12115 3783 663 418 1282 844

May-

14 5963 12288 4156 495 504 1076 773

Jun-14 8477 15016 3833 522 334 1227 480

Jul-14 7058 13783 4057 446 241 1154 402

Aug-14 7646 14753 3267 459 259 868 440

Sep-14 7151 14708 2506 261 266 603 545

Oct-14 5965 10405 1808 254 218 334 322

Nov-14 5640 9674 1559 325 291 444 439

Dec-14 6039 9292 2134 438 263 536 422

Jan-15 5097 9615 1764 312 251 665 439

Feb-15 6889 13393 1553 587 356 742 611

Mar-15 7001 14572 1974 643 504 879 836

Apr-15 6295 14425 2416 509 364 880 719

May-

15 6307 11177 2680 562 251 789 587

Jun-15 6171 12450 2957 609 293 876 816

Jul-15 9384 13663 3394 713 452 843 1060

Aug-15 7540 14259 2832 420 369 631 903

Sep-15 7033 11961 2772 378 315 563 756

Oct-15 6581 11082 2731 589 252 960 571

Nov-15 8111 12136 2311 900 325 973 785

Dec-15 8154 16052 2353 787 333 859 630

b. Service Package 4

Country 6 Country 7 Country 6 Country 7 Country 6 Country 7

Post 6 Post 7 Post 6 Post 7 Post 6 Post 7

Oct-12 230 331 9 53 9 93

Nov-12 223 372 14 26 21 55

Dec-12 292 422 17 20 18 56

Jan-13 240 330 25 37 28 82

Feb-13 202 361 20 42 21 117

Mar-13 276 415 16 43 19 92

Apr-13 275 525 11 51 18 122

May-13 247 597 33 78 38 146

Jun-13 324 614 12 27 19 99

Jul-13 474 872 35 102 42 198

Aug-13 351 647 45 47 46 140

Sep-13 389 514 74 148 85 238

Oct-13 438 416 5 47 11 66

Nov-13 313 334 3 22 9 51

Dec-13 423 510 14 38 22 76

Jan-14 408 418 14 51 20 92

Feb-14 272 323 14 18 19 76

Mar-14 497 452 23 49 25 99

Apr-14 584 661 11 48 17 95

May-14 551 628 17 33 26 110

Jun-14 678 650 21 36 28 94

Jul-14 982 754 22 22 30 102

Aug-14 768 751 26 51 29 139

Sep-14 833 628 29 190 30 336

Oct-14 649 476 7 27 11 61

Nov-14 535 373 5 19 9 46

Dec-14 943 498 16 24 27 52

Jan-15 498 374 12 42 20 91

Feb-15 814 284 33 68 59 135

Mar-15 977 573 30 38 39 113

Apr-15 1441 741 25 43 30 119

May-15 893 633 25 36 35 93

Jun-15 1236 869 26 51 41 119

Jul-15 1323 1049 24 78 39 171

Aug-15 1562 791 48 116 69 214

Sep-15 1085 696 34 77 44 126

Oct-15 1563 571 8 56 18 91

Country 6 Country 7 Country 6 Country 7 Country 6 Country 7

Post 6 Post 7 Post 6 Post 7 Post 6 Post 7

Nov-15 1549 612 17 56 26 91

Dec-15 2004 683 15 63 29 107

Country

Country

Country

Country

Country

Country

Country

Post 1 Post 3 Post 5 Post 3 Post 5 Post 3 Post 5

Oct-12 210 612 186 115 65 183 106

Nov-12 232 565 159 109 68 127 103

Dec-12 407 586 149 132 59 181 140

Jan-13 309 364 150 133 48 168 105

Feb-13 180 477 166 100 68 148 130

Mar-13 284 520 210 141 80 218 167

Apr-13 388 991 187 218 65 345 150

May-13 501 1322 219 225 132 335 202

Jun-13 462 927 269 190 115 291 190

Jul-13 462 748 338 223 201 398 320

Aug-13 486 587 297 320 159 448 272

Sep-13 217 696 272 406 227 477 385

Oct-13 158 639 272 143 62 189 110

Nov-13 216 500 231 172 49 193 80

Dec-13 450 663 207 156 26 273 51

Jan-14 286 386 183 217 92 383 136

Feb-14 241 492 164 199 69 240 124

Mar-14 354 606 237 179 76 300 135

Apr-14 462 920 243 193 52 327 130

May-14 467 713 351 346 56 582 218

Jun-14 425 1177 393 225 101 400 262

Jul-14 464 1106 543 169 94 335 224

Aug-14 456 691 476 435 154 505 353

Sep-14 275 919 216 410 149 457 412

Oct-14 256 1298 218 7 65 9 88

Nov-14 233 971 186 0 55 0 89

Dec-14 408 915 199 11 56 138 113

Jan-15 268 656 139 33 35 186 110

Feb-15 234 839 167 74 46 244 119

Mar-15 284 830 277 562 38 568 143

Apr-15 401 1111 242 337 158 333 216

Country

Country

Country

Country

Country

Country

Country

Post 1 Post 3 Post 5 Post 3 Post 5 Post 3 Post 5

May-15 423 1104 233 224 168 335 245

Jun-15 323 1290 241 498 139 519 199

Jul-15 559 919 443 446 72 571 428

Aug-15 483 1122 375 222 75 556 434

Sep-15 295 691 364 334 116 444 365

Oct-15 222 763 226 128 63 245 152

Nov-15 278 1118 215 75 50 100 80

Dec-15 376 1142 269 179 46 325 100

1.11. Historical NIV Refusal Data

a. Country 1

Fiscal year Adjusted NIVs refused (#)

Adjusted refusal rate (%)

2011 3,542 64.5

2012 3,519 75.8

2013 463 30.2

2014 2,910 68.4

2015 3,201 73.0

a. Country 2

Adjusted refusal rate (%)

2011 15,260 57.2

2012 22,679 61.7

2013 21,464 63.3

2014 22,422 63.0

2015 18,509 64.0

b. Country 3

Adjusted refusal rate (%)

2011 1,951 47.0

2012 2,235 41.0

2013 4,727 56.3

2014 3,984 45.5

Adjusted refusal rate (%)

2015 7411 61.0

a. Country 4

Adjusted refusal rate (%)

2011 34,361 38.9

2012 45,472 38.1

2013 69,993 40.3

2014 79,612 38.1

2015 81,192 32.3

c. Country 5

Adjusted refusal rate (%)

2011 1,232 41.8

2012 1,412 48.1

2013 1,098 43.1

2014 1,760 50.0

2015 1,763 53.4

d. Country 6

Adjusted refusal rate (%)

2011 955 33.7

2012 1,145 31.7

2013 1,130 30.3

2014 2,705 39.0

2015 6,574 53.9

e. Country 7

Adjusted refusal rate (%)

2011 1,220 37.3

2012 1,833 30.0

2013 2,211 34.1

2014 2,171 31.2

2015 2,148 28.2

1.12. Historical Workload Attributes – General

a. This section provides generalized historical information on workload attributes and various trends of service usage as they relate to visa applicants.

1) SP2/SP4 Notional Task Order Region

Country 1, SP2/SP 4 Task Order Region

Point of Service Locations

For document delivery services, how many pick up/drop off locations are available mission-wide?

For fee collection services, how many physical locations (e.g., banks, post offices, etc.) are available mission-wide?

17 (all GTBank branches)

NIV IV

Case Trends

For what overall percentage of applicants does Post take final action after the first interview?

95% NA

What overall percentage of applicants are 221g’d and subsequently adjudicated without additional documentation or interview?

0% NA

What overall percentage of applicants are 221g’d and can provide additional documentation without requiring a second interview?

0% NA

What overall percentage of applicants are 221g’d and are required to appear for an additional interview?

5% NA

Total (should equal 100%): 100% NA

Family Groups

What percentage of applications is submitted as part of a family group? 10% NA

What is the average size of family groups at your Post? 2 NA

Waiver of interview (NIV only)

If Post/Mission has implemented waiver of interview procedures for fingerprint re-use/waiver of interview cases, approximately how many of these cases does your Post /Mission process monthly? (Use “n/a” if your Post does not waiver of interview processing) –

NA

How many waiver of interview cases require an interview? NA

If applicable, what visa categories (i.e., B1/B2, C1/D, etc.) does your

Post/Mission accept via waiver of interview processing?

NA

When did your Post/Mission start collecting 10-prints? 2007

Additional Document Trends (if applicable)

What percentage of deliveries from Post/Mission to applicants include more than one issued visa (e.g., for family groups, etc.)

2% NA

What is the estimated monthly volume that requires three or more instances of document deliveries between applicant and Post/Mission?

0 NA

What portion of that estimate is for waiver of interview cases (NIV only)?

NA

Country 2, SP2/SP 4 Task Order Region

For document delivery services, how many pick up/drop off locations are available mission-wide?

For fee collection services, how many physical locations (e.g., banks, post offices, etc.) are available mission-wide?

For what overall percentage of applicants does Post take final action after the first interview?

99% 25%

What overall percentage of applicants are 221g’d and subsequently adjudicated without additional documentation or interview?

0 0

What overall percentage of applicants are 221g’d and can provide additional documentation without requiring a second interview?

0 55%

What overall percentage of applicants are 221g’d and are required to appear for an additional interview?

1% 20

Total (should equal 100%): 100 100

Family Groups

What percentage of applications is submitted as part of a family group? 25% 75%

What is the average size of family groups at your Post? 5 5

Waiver of Interview (NIV only)

If Post/Mission has implemented waiver of interview procedures for fingerprint re-use/waiver of interview cases, approximately how many of these cases does your Post /Mission process monthly? (Use “n/a” if your Post does not offer waiver of interview processing) – n/a

How many waiver of interview cases require an interview? n/a

If applicable, what visa categories (i.e., B1/B2, C1/D, etc.) does your

Post/Mission accept via waiver of interview processing?

n/a

When did your Post/Mission start collecting 10-prints? August 2007

Additional Document Trends (if applicable)

What percentage of deliveries from Post/Mission to applicants include more than one issued visa (e.g., for family groups, etc.)

15% 75%

What is the estimated monthly volume that requires three or more instances of document deliveries between applicant and Post/Mission?

0 10%

What portion of that estimate is for waiver of interview cases (NIV n/a

Country 3, SP2/SP 4 Task Order Region

For document delivery services, how many pick up/drop off locations are available mission-wide?

For fee collection services, how many physical locations (e.g., banks, For what overall percentage of applicants does Post take final action after the first interview?

75 10

What overall percentage of applicants are 221g’d and subsequently adjudicated without additional documentation or interview?

15 10

What overall percentage of applicants are 221g’d and can provide additional documentation without requiring a second interview?

5 70

What overall percentage of applicants are 221g’d and are required to appear for an additional interview?

5 10

Total (should equal 100%): 100 100

Family Groups

What percentage of applications is submitted as part of a family group? 5% 40%

What is the average size of family groups at your Post? 2 2-3

Waiver of Interview (NIV only)

If Post/Mission has implemented waiver of interview procedures for fingerprint re-use/waiver of interview cases, approximately how many of these cases does your Post /Mission process monthly? (Use “n/a” if your Post does not offer waiver of interview processing) – n/a

How many waiver of interview cases require an interview? n/a

If applicable, what visa categories (i.e., B1/B2, C1/D, etc.) does your

Post/Mission accept via waiver of interview processing?

n/a

When did your Post/Mission start collecting 10-prints? Nov. 2007

Additional Document Trends (if applicable)

What percentage of deliveries from Post/Mission to applicants include more than one issued visa (e.g., for family groups, etc.)

n/a n/a

What is the estimated monthly volume that requires three or more instances of document deliveries between applicant and Post/Mission?

n/a n/a

What portion of that estimate is for waiver of interview cases (NIV

Country 4, SP2/SP 4 Task Order Region

For document delivery services, how many pick up/drop off locations are available mission-wide?

For fee collection services, how many physical locations (e.g., banks, >2000

For what overall percentage of applicants does Post take final action after the first interview?

96 75

What overall percentage of applicants are 221g’d and subsequently adjudicated without additional documentation or interview?

1 1

What overall percentage of applicants are 221g’d and can provide additional documentation without requiring a second interview?

1 20

What overall percentage of applicants are 221g’d and are required to appear for an additional interview?

2 4

Total (should equal 100%): 100 100

Family Groups

What percentage of applications is submitted as part of a family group? 30 33

What is the average size of family groups at your Post? 4-5 4

Waiver of Interview (NIV only)

If Post/Mission has implemented waiver of interview procedures for fingerprint re-use/waiver of interview cases, approximately how many of these cases does your Post /Mission process monthly? (Use “n/a” if your Post does not offer waiver of interview processing) –

10,000

How many waiver of interview cases require an interview? <5%

If applicable, what visa categories (i.e., B1/B2, C1/D, etc.) does your

Post/Mission accept via waiver of interview processing?

B1/B2, F,J,M H1B

When did your Post/Mission start collecting 10-prints? 2005 (approx.)

Additional Document Trends (if applicable)

What percentage of deliveries from Post/Mission to applicants include more than one issued visa (e.g., for family groups, etc.)

30 33

What is the estimated monthly volume that requires three or more instances of document deliveries between applicant and Post/Mission?

<1 10

What portion of that estimate is for waiver of interview cases (NIV

Country 5, SP2/SP 4 Task Order Region

For document delivery services, how many pick up/drop off locations are available mission-wide?

For fee collection services, how many physical locations (e.g., banks, For what overall percentage of applicants does Post take final action after the first interview?

95% 22%

What overall percentage of applicants are 221g’d and subsequently adjudicated without additional documentation or interview?

1 3

What overall percentage of applicants are 221g’d and can provide additional documentation without requiring a second interview?

1 55%

What overall percentage of applicants are 221g’d and are required to appear for an additional interview?

3% 20

Total (should equal 100%): 100 100

Family Groups

What percentage of applications is submitted as part of a family group? 25% 75%

What is the average size of family groups at your Post? 2 5

Waiver of Interview (NIV only)

If Post/Mission has implemented waiver of interview procedures for fingerprint re-use/waiver of interview cases, approximately how many of these cases does your Post /Mission process monthly? (Use “n/a” if your Post does not offer waiver of interview processing) – n/a

How many waiver of interview cases require an interview? n/a

If applicable, what visa categories (i.e., B1/B2, C1/D, etc.) does your

Post/Mission accept via waiver of interview processing?

n/a

When did your Post/Mission start collecting 10-prints? 2008

Additional Document Trends (if applicable)

What percentage of deliveries from Post/Mission to applicants include more than one issued visa (e.g., for family groups, etc.)

N/A N/A

What is the estimated monthly volume that requires three or more instances of document deliveries between applicant and Post/Mission?

0 N/A

What portion of that estimate is for waiver of interview cases (NIV

Country 6, SP2/SP 4 Task Order Region

For document delivery services, how many pick up/drop off locations are available mission-wide?

For fee collection services, how many physical locations (e.g., banks, n/a (onsite collection)

For what overall percentage of applicants does Post take final action after the first interview?

96% 50%

What overall percentage of applicants are 221g’d and subsequently adjudicated without additional documentation or interview?

1 10

What overall percentage of applicants are 221g’d and can provide additional documentation without requiring a second interview?

2 30%

What overall percentage of applicants are 221g’d and are required to appear for an additional interview?

2% 20

Total (should equal 100%): 100 100

Family Groups

What percentage of applications is submitted as part of a family group? 5% 30%

What is the average size of family groups at your Post? 4 2

Waiver of Interview (NIV only)

If Post/Mission has implemented waiver of interview procedures for fingerprint re-use/waiver of interview cases, approximately how many of these cases does your Post /Mission process monthly? (Use “n/a” if your Post does not offer waiver of interview processing) –

50 (no document delivery at post)

How many waiver of interview cases require an…