Section_J.11_ATTACHMENT_J__SP1-Notional_TO_Request_Package_Competition_GSS-_TOx.pdf

J.11 ATTACHMENT J – SP1=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 SP 1 NOTIONAL TASK 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. GOVERNMENT FURNISHED EQUIPMENT

1.6. SERVICE LEVEL STANDARDSAND CUSTOMER SATISFACTION

1.7. SECURITY

1.8. TASK ORDER TRANSITIONS

1.9. PERIOD OF PERFORMANCE

1.10. PLACE OF PERFORMANCE

1.11. HISTORICAL DATA

1.12. HISTORICAL NIV REFUSAL DATA

1.13. 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: GSS NOTIONAL INCIDENT REPORT TEMPLATE

ATTACHMENT E: GSS MONTHLY SLA REPORT TEMPLATE

ATTACHMENT F: GSS VENDOR CERTIFICATION

ATTACHMENT G: GSS OFC VENDOR SELF-ATTESTATION CHECKLIST V. 1

ATTACHMENT H: GSS NOTIONAL METRICS

ATTACHMENT I: SERVICE LEVEL AGREEMENT TEMPLATE

ATTACHMENT J: RESERVED

GSS for SP1 Notional Task Order Part 1 - Statement of Objectives

Page Left Blank – Intentionally

1.0 STATEMENT OF OBJECTIVES

Section G.7 Ordering and 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 SP1, hereinafter referred to as the “SP1 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 SP 1 Notional Task Order Region during the transition period of one hundred and eighty (180) 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 eighty (180)-day transition period. Full performance shall commence upon receipt of the NTP, which is expected to be DATE.

Objective 2: Provide service package one, which includes information services, appointment services, fee collection services, document delivery services, greeter services, and offsite biometric collection services for SP 1 Notional Task Order Region.

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 and All Option Years One (1) 1,400,000

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 an on-site project manager for the OFC as well as a task order manager (TOM) to coordinate all GSS services under this task order. (Note: The TOM shall be a separate role from an on-site manager or an OFC.) The TOM shall be available for a visit with the GSS Post/Mission Coordinator (GPMC) or consular managers at each post in

SP 1 Notional Task Order Region. The TOM and the OFC manager shall be available for daily consultation during normal hours of operation for all supported consular sections, including (in rare instances) after-hours emergencies. The OFC manager shall be available for at least weekly on-site meetings at the supported consular section. The TOM shall be available for at least biannual on-site meetings with the GPMC and/or consular managers at each consular section in SP 1 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 and Spanish.

b. The Government will provide global language and any post-specific information for websites, which shall be used for all information services, including contractor-provided foreign translations.

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

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.

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.

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 and/or OFC appointments at specific consular sections if so directed by the Government.

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.

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.

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

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 Contractor shall remain in compliance with current and future MRV Fee Refund and

Payment Received in Error guidelines as detailed in attachment B.

1.4.2.4.Document Delivery Services:

a. When providing document delivery services, at minimum, applicants shall choose to collect their documents at one or more distributed points of service (e.g. OFC and 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. OFC and 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. For waiver of interview applicants, (who meet guidelines provided separately), the OFC shall collect the applicant’s passport and any supporting documentation specifically required by

Post and deliver that documentation daily to the supported consular section for processing.

1.4.2.5.Greeter Services:

a. When providing greeter services for SP 1 Notional Task Order Region, the Contractor shall provide daily greeter coverage for each consular section as noted below, using a combination of minimum full-time equivalent (FTE) greeters and ratios for additional greeters based on

NIV and IV appointments scheduled:

b. Post 1: A minimum of 10 FTE greeters, which additional greeters at a ratio of 1 FTE per 100 applicants effective at 1,001 applicants

c. Post 2: A minimum of 11 FTE greeters, which additional greeters at a ratio of 1 FTE per 100 applicants effective at 1,001 applicants

d. Post 3: A minimum of 5 FTE greeters, which additional greeters at a ratio of 1 FTE per 100 applicants effective at 501 applicants

e. Post 4: A minimum of 3 FTE greeters, which additional greeters at a ratio of 1 FTE per 100 applicants effective at 301 applicants

f. Post 5: A minimum of 2 FTE greeters, which additional greeters at a ratio of 1 FTE per 100 applicants effective at 201 applicants

g. Post 6: A minimum of 4 FTE greeters, which additional greeters at a ratio of 1 FTE per 100 applicants effective at 401 applicants

h. Post 7: A minimum of 3 FTE greeters, which additional greeters at a ratio of 1 FTE per 100 applicants effective at 301 applicants

i. Post 8: A minimum of 16 FTE greeters, which additional greeters at a ratio of 1 FTE per 100 applicants effective at 1601 applicants

j. Post 9: A minimum of 15 FTE greeters, which additional greeters at a ratio of 1 FTE per 100 applicants effective at 1501 applicants

k. Post 10: A minimum of 5 FTE greeters, which additional greeters at a ratio of 1 FTE per 100 applicants effective at 501 applicants

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

m. 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.

1.4.2.6. OFC Services:

a. When providing offsite biometric collection services for service package one, the Contractor may propose OFC locations based on population centers, but no OFCs may be located further than two hundred fifty (250) miles from the consular section it supports and the Government must approve every location. The Government may disallow centers within that distance if the workload does not justify the travel time required to exercise adequate oversight.

b. The Contractor certifies Offsite Facility Centers (OFCs) meet or exceed the established requirements outlined in Section H.9.5 of the IDIQ and 12 FAH-5 H-620. The Contractor certifies and has documented evidence to show that it meets or exceeds the criteria given in

Section H.9.5 and submits a completed self-attestations per Attachment G

c. Also with regard to offsite biometric collection services, the Contractor shall establish a minimum of one (1) OFC with dedicated support for each consular section. Additional OFCs may be proposed, and may provide either additional dedicated support for one consular section or shared support for multiple consular sections.

d. Also with regard to offsite biometric collection services, the Contractor shall provide each consular section with access to a live video feed from each OFC that reports directly to that consular section, which the consular section shall access on a Government-provided workstation.

e. Also with regard to offsite biometric collection services, each OFC shall be open at least every day that the supported consular section is open, and shall also be able to provide

Sunday afternoon hours in order to serve applicants travelling prior to their interview appointment.

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 or Performance. Notional templates are provided for Quick Reference Guides (Attachment C), Incident Report (Attachment D), and Service Level Agreement Monthly Report (Attachment E).

1.5. Government Furnished Equipment

1.5.1. Hardware

a. The Government shall provide hardware for offsite biometric data collection, including but not limited to:

1) All live-photo capture cameras and accessories (e.g., cables)

2) All fingerprint scanners and accessories (e.g., cables)

3) Workstations to be used only for biometric data collection activities and to be used only in conjunction with provided biometric data collection hardware

4) Peripherals and accessories for all Government workstations, including:

a) Monitor

b) Keyboard

c) Mouse

d) Cables (power supply unit (PSU), monitor)

e) 1-D barcode scanners

f) 2-D barcode scanners

b. Quantities for hardware items above, to include an additional 10% for readily available spares, shall be proposed by the Contractor in conjunction with their service model and associated staffing requirements. The Contractor shall be responsible for notifying the contracting officer and the Office of Consular Systems and Technology (CA/CST) support desk when the quantity of readily available spares goes below 10%, 5%, and 1%.

If the Contractor has not followed proper procedures for notifying the Government when levels of readily available spares fall below pre-defined thresholds, any related service disruptions shall not be attributable to the Government.

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

c. The Government shall manage procurement, delivery/acceptance to the supported consular post, initial installation/set up, and periodic refresh of hardware. Contractor personnel are responsible for transferring hardware from the consular post to the OFC, and performing the actual installation and set-up of Government-provided equipment.

d. The Contractor shall not be held accountable for adverse performance should the

Government be unable to comply with proposed service levels. Notional service levels for Government-provided hardware include:

1) The Government shall deliver initial hardware according to a mutually agreed schedule prior to the conclusion of the transition phase for a task order;

2) A Government representative shall be present when the Contractor inspects and accepts hardware delivery upon its arrival;

3) All equipment shall be set up and operational according to a mutually agreed schedule prior to the conclusion of the transition phase for a task order;

4) Equipment shall be refreshed based on a four (4) year hardware refresh cycle; and

5) A Government representative shall be on site to inspect and verify proper removal of hardware from the facility.

e. The Government shall not provide any other hardware for offsite biometric data collection facilities, including but not limited to:

1) Document scanners

2) Printers

3) Printer Supplies

a) Ink / Toner

b) Paper

4) Telephones / phone lines

5) Internet routing and connectivity hardware

6) Bandwidth

7) Photo copier / fax machines

8) Workstations/servers not involved in biometric data collection activities

9) Peripherals and/or accessories for Contractor provided workstations/servers

10) Uninterruptable Power Supply (UPS) devices

11) Closed Circuit Television (CCTV):

a) Cameras

b) Storage / archival of recordings

c) Recording media

f. The Government shall not provide hardware for any non-OFC Contractor facility.

1.5.2. Software

a. The Government shall provide the Contractor with installation CDs that contain all required software, including but not limited to workstation Operating System (OS) and custom Government software required for remote collection of biometric data. The

Government shall also provide CDs with training materials related to the use and functionality of biometric collection software and associated hardware (i.e., live-photo capture camera and fingerprint scanners).

b. The Government shall not provide software for any non-Government hardware.

1.5.3. Hardware Support

a. It is the responsibility of the Contractor to demonstrate due diligence in diagnosis and repair of suspected hardware-related support issues prior to requesting the Government Information

Technology (IT) support. Failure to do so may result in a negative performance evaluation.

Service levels for Government-provided hardware include:

1) The Government shall acknowledge receipt of a hardware-related support request within twenty four (24) hours of receipt; and

2) Following acknowledgement of receipt, the Government shall take no more than forty eight (48) hours to review the request and any accompanying documentation to determine if the issue is accepted or rejected.

b. The Government shall provide remote “Level 3” IT support for Government-supplied hardware. Level 3 is the highest level of support in a three-tiered technical support model responsible for handling the most difficult or advanced problems. Level 3 is characterized by expert level troubleshooting and analysis methods. Examples of Level 3 support are representatives from Oracle for database problems and CST development groups for CA custom application troubleshooting. The Government may provide workarounds in lieu of remedying the root cause.

c. The Government shall not be responsible, but may provide assistance, for resolving “Level

3” IT support for incidents that result from Contractor negligence, including but not limited to:

1) Hardware faults resulting from incorrect configuration of non-Government custom software (e.g., operating system) settings;

2) Hardware faults resulting from viruses or other malicious computer code;

3) Loose or mismatched hardware connections;

4) Hardware faults resulting from poor sanitary conditions; and

5) Hardware faults resulting from Contractor error (e.g., immersion in liquid)

d. The Government shall not support any non-Government hardware.

1.5.4. Software Support

a. It is the responsibility of the Contractor to demonstrate due diligence in diagnosis of suspected software-related support issues prior to requesting the Government’s IT support. Failure to do so may result in a negative performance evaluation. Service levels for Government-provided software include:

1) The Government shall acknowledge receipt of a software related support request within twenty four (24) hours of receipt; and

2) Following acknowledgement of receipt, the Government shall take no more than forty eight (48) hours to review the request and any accompanying documentation to determine if the issue is accepted or rejected.

b. IT support for Government-provided software shall include:

1) Analysis and verification of remote data collection software and/or live-photo capture software as the root cause of a suspected issue; and

2) Remote and on-site re-installation, configuration, and testing of remote data collection software to resolve issues and demonstrate performance within

Government tolerances.

c. The Government shall not provide IT support for issues related to non-Government software or general IT administration, including but not limited to:

1) Network software configuration

2) User level access

3) Operating system inquiries

4) Productivity software inquiries (e.g., Microsoft Office)

1.6. 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

12) Fee Mismatch Incidents

13) Fee Collection Error Rat

14) Document Delivery to Applicants

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

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 OFC-related Global Support Strategy Program Metrics that are applicable to performance under this task order include:

20) OFC Applicant Processing Time

21) OFC Biometric Data Accuracy

g. 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.

h. 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.

1.7. 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.

1.8. Task Order Transitions

a. The Government anticipates a one hundred eighty (180) 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 eighty (180) 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 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 180-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

180-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.

1.9. 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.

1.10. 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.

1.11. Historical Data

1.11.1. Historical Workload Data – SP 1 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.

Month

NIV Workload

Post 1 Post 2 Post 3 Post 4 Post 5 Post 6 Post 7 Post 8 Post 9 Post 10

Oct-12 13587 21727 10181 362 3431 5178 9616 37199 30586 14669

Nov-12 14019 18719 11272 3099 4330 5366 10325 32795 21935 11600

Dec-12 15933 21427 9471 2420 2997 6090 8730 31551 34442 14578

Jan-13 10353 17879 7570 2880 1994 2745 5884 28445 32727 11957

Feb-13 8773 17150 8158 3046 2129 4810 6293 24253 28601 9656

Mar-13 12277 24489 10297 3355 3059 8675 7117 32637 37320 12588

Month

NIV Workload

Post 1 Post 2 Post 3 Post 4 Post 5 Post 6 Post 7 Post 8 Post 9 Post 10

Apr-13 12427 24911 9334 2707 3530 8286 6975 31725 36061 12503

May-13 12461 25338 9761 4125 3460 4617 6694 40000 32057 11906

Jun-13 10698 24440 10694 4321 4009 4413 7657 41423 32850 13254

Jul-13 15871 27846 12329 4728 3741 6864 9377 43240 40124 13501

Aug-13 12986 24284 9488 4203 4496 5411 8267 35188 37963 12798

Sep-13 13014 16541 7338 2822 3712 4156 6797 25717 25066 10818

Oct-13 16893 19052 12104 3351 5268 3952 9277 34639 29732 14511

Nov-13 14594 17776 11863 2903 4993 4085 10602 30838 31293 11571

Dec-13 20863 21832 11746 2902 4800 6067 10496 30315 30946 15624

Jan-14 10231 14863 7187 2715 2238 2491 6792 23394 19342 9968

Feb-14 12148 17836 8751 3119 3179 4180 5996 26578 24686 9233

Mar-14 12605 22889 10123 3688 3865 8454 8080 34254 36445 14665

Apr-14 14897 23396 9623 3870 4005 10423 8138 33807 39633 12181

May-14 14383 22199 8168 3559 3776 5653 7173 32922 34142 11174

Jun-14 15788 28292 11218 4271 3985 5213 7953 44715 40116 14569

Jul-14 13278 24343 10167 3941 3136 6261 7998 32735 26993 12400

Aug-14 16742 30356 10546 5109 3475 7276 8261 48602 40596 14868

Sep-14 12757 23438 7518 3464 3089 5200 5841 35093 28816 10718

Oct-14 19719 28648 10230 3989 4641 5089 7301 39722 35510 13380

Nov-14 14846 22305 9313 3940 4296 5390 7600 35771 31565 12389

Dec-14 24090 26452 10545 3599 4851 7733 7829 38707 36042 16375

Jan-15 12870 19724 5365 3111 2771 3881 5106 24090 23408 11306

Feb-15 15825 21236 7153 3698 3311 5891 6054 28754 27947 10966

Mar-15 20382 25022 10390 4073 5278 8466 8823 37806 43254 14190

Apr-15 18330 24168 7527 4865 3382 10884 8746 32832 42204 12293

May-15 16196 20462 7138 3607 4282 6647 5773 30484 31413 11404

Jun-15 12755 23792 8724 4270 3758 5784 6215 36988 29532 13535

Jul-15 16992 31060 11927 4805 7810 7763 7602 44726 41008 17630

Aug-15 15874 22547 9534 4475 5859 5945 9467 37164 33991 12127

Sep-15 13006 23013 6982 4077 4557 6521 7496 38532 27127 13069

Oct-15 12316 34838 6633 4319 4902 3897 5666 35301 23190 10909

Nov-15 11962 23876 7299 3500 6172 5042 7117 29146 22756 11962

Dec-15 13988 23830 7844 4081 6426 6430 9986 37157 28348 14267

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.

IVs Issued IV Workload

Month Post 1 Post 8 Post 3 Post 4 Post 5 Post 1 Post 8 Post 3 Post 4 Post 5

Oct-12 5569 349 8584 507

Nov-12 5247 233 8126 362

Dec-12 5819 179 8741 274

Jan-13 5563 257 8434 416

Feb-13 5174 261 7686 399

Mar-13 5376 302 7856 465

Apr-13 5163 432 7640 631

May-

13 4792 267 7033 425

Jun-13 5747 216 8228 343

Jul-13 5349 296 7434 383

Aug-13 3736 116 5328 180

Sep-13 3733 491 5736 627

Oct-13 4133 204 6077 300

Nov-13 4258 344 6568 484

Dec-13 5911 158 8904 215

Jan-14 5867 362 8796 609

Feb-14 6043 284 8541 417

Mar-14 5639 316 8207 527

Apr-14 4630 185 6720 501

May-

14 5355 146 7574 401

Jun-14 3658 343 5448 508

Jul-14 2866 240 4424 328

Aug-14 4552 584 6560 790

Sep-14 4857 500 7285 771

Oct-14 5513 333 7820 545

Nov-14 5357 5 7814 5

Dec-14 6841 3 9849 3

Jan-15 5269 7840

Feb-15 5917 8698

Mar-15 6793 10141

Apr-15 6737 9792

May-

15 5830 8763

Jun-15 4015 8333

Jul-15 12147 15995

Aug-15 7961 11724

Sep-15 993 14650

1.12. Historical NIV Refusal Data

a. SP 1 Notional Task Order Region

Fiscal year

Adjusted NIVs refused (#)

Adjusted refusal rate (%)

2012 186,044 9.9%

2013 190,857 11.2%

2014 249,525 14.4%

2015 334,881 18.4%

1.13. 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) SP 1 Notional Task Order Region

Post 1, SP 1 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?

Approximately 2,000

NIV IV

Case Trends

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

99% 80%

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

.75 10%

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

0.15% 4.9%

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

0.1% 0.1%

Total (should equal 100%):

Family Groups

What percentage of applications is submitted as part of a family group? 56% 30%

What is the average size of family groups at your Post? 2-3 3-4

Oct-15 7843 12238

Nov-15 5846 8144

Dec-15 6619 9424

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

What is the number of waiver of interview cases per each

Post/Mission?

2,000 monthly

How many waiver of interview cases require an interview? 0.05%

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

Post/Mission accept via waiver of interview waiver processing?

B1/B2, C1/D, F, H1, I, J, L1, M, O, P, R and

TN

When did your Post/Mission start collecting 10-prints? 15 OCT 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 30%

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

n/a

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

n/a

Post 2, SP 1 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?

98%

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

0.3%

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

0.5%

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

1.2%

Total (should equal 100%): 100%

Family Groups

What percentage of applications is submitted as part of a family…