Attach_B_-_Current_State_Snapshot_Amend_0001.docx

Solicitation #19AQMM18R0428 Amendment 0001 Section J, Attachment B

ATTACHMENT B – CURRENT STATE SNAPSHOT

Operations Volume To provide additional context and a sense of scale regarding VSS program operations, prospective Offerors should please keep the following in mind:

· Within the scope of national security services in operation today, the VSS program is responsible annually for more than 2M new cases received each year, with each case demanding a varying degree of case fulfillment and investigation, authentication, and analysis efforts.

· The demand for biometric validation services is more than ~36M reviews annually.

· Within the scope of customer services, the VSS program is responsible annually for the intake and resolution of more than 3.7M inquiries from customers, Congress, overseas consular sections, and interagency partners.

· Approximately 58% of inquiries arrive via phone calls, 42% arrive via web forms, emails, and written letters.

Government and Contractor Personnel DOS is represented at NVC by a Center Director, a Deputy Director (Management Officer), an Assistant Director (Supervisory Program Manager), a Fraud Prevention Manager (FPM), an Operations Officer, two Consular Officers, a Facilities Manager, and an Assistant Facilities Manager. DOS is represented at KCC by a Center Director, a Deputy Director, an Operations Officer, a FPM and a Deputy FPM (DFPM).

The tables below provide multiple breakdowns of approximate full time equivalent[footnoteRef:1] (FTE) contract staff as of June 2018 by PWS objectives for each center: [1: Accounts for both full-time and part-time individuals]

Estimated Number of FTE contract staff (June 2018)

Breakdown of FTE estimates at KCC (June 2018)

Breakdown of FTE estimates at NVC (June 2018)

The contractor workforce at NVC has been unionized since 2016. VO anticipates that the centers will require, at a minimum, the current staffing levels, with a high probability for increased workforce in specific service areas to maintain continuity and meet expected demand into the beginning of the next contract.

Specific functions, such as paper intake, will eventually cease to exist, but as processes shift to digital services, other functions will require increases in staff. Additionally, interoperability (flexibility to move work between centers) is a focus for the future state of VSS as digital processing capabilities increase and is accounted for in the scope of the new contract.

Technology The Government provides the major automated application systems that support visa processing at the two Centers. The Contractor shall be required to operate and maintain both proprietary and off-the-shelf automated systems in use at all centers. In some cases, the global visa operating environment may require the contractor to shift their ongoing operations and service delivery to incorporate technology components; alternatively, the contractor may propose the use of IT components during operations that would impact the contractor’s technical approach, expected quality levels, throughput, etc.

IVIS serves as the primary system that supports paper-based processing activities for IV intake and fulfillment functions at NVC. However a number of additional systems and applications will be increasingly utilized to support digital processing as part of the rollout of Modernized Immigrant Visa (MIV) system. Currently, approximately half of all consular posts and categories of immigrant visa cases utilize the MIV. A suite of applications provides the digital upload and mobile access capabilities of the MIV system. Pre-IVO Technology (PIVOT) supports immigrant visa pre-processing, including digital IV case creation, IV package quality review, and support functions such as adding notes. PIVOT interacts with USCIS systems and interfaces with the Consular Electronic Application Center (CEAC) to collect the IV package, share feedback to IV customers, and transfer files. CEAC supports an Internet-based, full-service application service center where visa applicants may complete and submit applications, make payments, attach photos and documents, and track application status. The Petition Electronic Routing Tool (PERT) provides a method to electronically track both overseas Post- and center-initiated digital consular returns and the subsequent USCIS response to either reaffirm or revoke petitions.

PIMS and DVIS serve as the primary systems for NIV and DV case fulfillment at KCC. PIMS is a web based service designed to assist the KCC with processing Non-Immigrant Visas. Posts are able to access the details of approved NIV petitions through the Consular Consolidated Database (CCD), which serves as the overall CA database of consular applications; an umbrella of databases which contract personnel at KCC and NVC use as a portal to access data for facial recognition and other technical functions. All users with roles that allow access to the current NIV Petitioner Applicant report can see this information. PIMS also allows posts to link an NIV case to the PIMS petition record and automatically populate the relevant NIV petition data fields. The new process will validate the petition and provide all available information on the petition and petitioner.

A number of additional technologies are utilized or being developed for specific service areas. The Enterprise Appointment Management System (EAMS) will increasingly be utilized to schedule and manage applicant interviews and will interface with multiple case processing systems. The Consular Lookout and Support System (CLASS) is a web-based service which can be interfaced with other applications and provide name matching capabilities to these applications, namely, the CCD and the eDV (Electronic Diversity Visa application). Lastly, the Immigrant Visa Allocation Management System (IVAMS) is a Washington-based system used to control IV quotas and maintain all visa statistics.

The Facial Recognition (FR) team uses ATLAS, a tool that assists with workload distribution, quality monitoring and data tracking. The Fraud Prevention Unit (FPU) utilizes commercial databases such as Lexis Nexis, CLEAR, and Dunn and Bradstreet for research and vetting. FPU also uses the Person Centric Query Web Site (PCQS), a USCIS-managed database.

Both centers utilize on-site developed Microsoft Access databases for support of daily operations across multiple units, and have limited licenses to support the use of Tableau, though additional licenses may be procured in the future.

The current service provider uses its own tools to support business analysis, process tracking, and performance / quality management. Offerors are invited to offer and use their own tools to manage and track the work performed at the Centers. Such systems might support workload and workforce management, document management and workflow, quality control, communications center management, inventory control, and other functions inherent in the operation of the centers. Potential Offerors should note that all software installed on DOS systems and networks is required to obtain DOS approval through its IT configuration control process. Software must be discontinued in the event that the Government provides identical functionality in future releases of CA support systems. Additionally, DOS prohibits the storage of case-related Personally Identifiable Information (PII) on external databases used for work and performance tracking.

Inquiry Management Each center uses a telephony system that provides basic call center management functionality. It monitors call statistics (e.g., wait times, busy signals, call duration), routes calls to available operators, and provides performance data and reports. KCC receives a significantly lower volume of inquiries than NVC, usually limited to DV and occasionally NIV inquiries.

At NVC, typical inquiries include status of petition, addition of a child or eligible dependent, change of address, naturalization certificates, marriage and death certificates, visa symbol changes, adjustment of status, withdrawal requests, and inquiries from Congress and attorneys or agents. Special inquiries require more rapid responses. These include, but are not limited to, those received in any form from DHS, U.S. Missions, members of the U.S. Congress, other Government agencies, and officials of U.S. State Governments.

General written inquiries are received from applicants, petitioners, lawyers, agents, overseas posts, and DHS. Examples of relevant documents provided with inquiries include naturalization certificates, civil documents, or approval notices confirming priority dates. FOIA requests for the Visa Office are processed at NVC, with oversight reviewed by a designated Government employee. Inquiries often involve specific information regarding an individual case.

Training and Certification Fraud Prevention Unit (KCC):

FPU analysts at KCC are categorized as Level I, Level II, and Level III based on the criteria identified below.

Level I: Not to exceed 30% of the unit – Upon completion of the initial training period, through course evaluations, written and oral assessments, and example work products, Level I Analysts are able to:

· Accurately describe the Department’s role in immigration

· Explain and identify petition-based fraud schemes

· Analyze petition documents and identify discrepant information

· Use various tools to research U.S. businesses and officers to identify relevant information concerning interdependencies, relationships, and complex business structures

· Accurately create records in the Petition Information Management Service (PIMS) and internal databases

· Plan, prioritize, and/or balance own work assignments

Level II: Minimum of 50% of the unit – Possess requisite skills for Level I analyst, and:

· Maintain a satisfactory quality rating for all products during the last six months as defined in the QCP

· Successfully demonstrate proficiency in at least two program areas

Level III: Not to exceed 20% of the unit – Possess requisite skills for Level II analyst, and:

· Maintain a satisfactory quality rating for all products during the last six months as defined in the QCP

· No performance or behavioral issues within last calendar year

· Successfully demonstrate proficiency in at least four program areas

· Demonstrate ability to mentor peers and lead group work assignments with little to no supervision

· Be recommended by interview panel consisting of contractor management and government GTM(s).

By the end of a three-week initial training, each new analyst must be able to contribute to a team oral presentation on KCC’s role in the immigration process and the purpose of each FPU program, use KCC research tools to draft concise written research reports in the State Department style, articulate the skills they need to demonstrate in the future to move to the next level, and display the confidence and flexibility to embrace challenges and shifting government priorities.

Fraud Prevention Unit (NVC):

FPU analysts at NVC are categorized as Level I, Level II, and Level III based on the criteria identified below.

Level I: Research Analysts are classified as Level I during their initial FPU training period and after initial training until their work products require the same level of quality verification as Level II staff. Initial FPU training lasts approximately six weeks and can be a classroom and/or on-the-job. Once formal training is complete, analysts remain at Level I while their work is subject to a higher rate of quality verification than experienced staff.

Level II: Minimum of 50% of the Research Analysts – Research Analysts are classified as Level II after completion of initial training and when their work no longer requires a higher rate of quality verification. Level II Research Analysts are able to:

· Explain and identify petition based fraud schemes

· Analyze petitions, supporting documents, and visa applications to identify potential fraudulent information

· Use various tools, include commercial and U.S. government databases, to identify information on petitioners, applicants, and possible relationships

· Plan, prioritize, and/or balance own work assignments

Level III: Possess requisite skills for Level II analyst, and:

· Are considered a subject matter expert in at least one of the FPU’s products

· Demonstrate ability to mentor peers and lead work assignments with little to no supervision

· Possess the judgment and experience to know when/how to raise cases or issues to the attention of the DFPM, FPM, or on-site USCIS officer

· Communicate effectively and accurately with stakeholders beyond the use of pre-formatted or pre-cleared language

Facial Recognition:

VSS utilizes an FR Operator Certification Program with the following three levels of certification:

New Operator Certification

· New FR operators will undergo an initial training program of up to 30 days. Offeror staff will oversee training program content and delivery and collaborate with the USG to continually update the training program.

· No later than 30 days from beginning the initial training period, the Offeror will submit a written request for New Operator Certification, request an extension of the training period, voluntarily transfer the employee to another work unit, or otherwise remove the employee from the FR unit.

· 95% accuracy is necessary for new operator certification.

· An operator who achieves less than 95% accuracy but greater than 93% accuracy will be accorded an additional 30 calendar days during which they may make a second attempt at certification.

· An operator who is unable to obtain 93% accuracy after the initial training period or who does not achieve 95% accuracy by the second certification attempt will be transferred to another work unit or otherwise removed from the FR unit.

· In extraordinary circumstances, and at USG discretion, an operator may be granted an extended training period.

Provisional Certification

· A new operator certification is valid for 90 days.

· 97% accuracy rate cumulative over three days is required for provisional certification.

· For operators who achieve less than 97% accuracy but greater than 95% accuracy. Within 30 calendar days, the operator must make a second attempt at provisional certification.

· An operator who is unable to obtain 95% accuracy after the new operator period or who does not achieve 97% accuracy on the second provisional certification attempt will be transferred to another work unit or otherwise removed from the FR unit.

· In extraordinary circumstances and at USG discretion, an operator may be granted an extended training period.

Full Certification

· A provisional certification is valid for 90 days.

· 99% accuracy rate cumulative over five days is required for full certification

· For operators who achieve less than 99% accuracy but greater than 97% accuracy, within 30 calendar days the operator must make a second attempt at full certification.

· An operator who does not achieve 99% accuracy by the second full certification attempt may be transferred to another work unit or otherwise removed from the FR unit.

· In extraordinary circumstances and at USG discretion, an operator may be granted an extended provisional certification period.

Regarding certification decisions, the USG responds to certification submissions in a timely manner either with a certification decision or an explanation of the decision delay.