Industry_Day-VSS_3.0_FINAL.pdf

Bureau of Consular Affairs (CA)

Office of Visa Services (VO)

The Visa Support Services (VSS) Program

Solicitation Number: 19AQMM18R0428

Industry Day (Pre-Solicitation Conference)

October 4, 2018

Industry Day Logistics

Ground Rules

This pre-solicitation conference is only for informational purposes.

Please hold all questions until the Q&A session.

Statements or representations made during the conference are not legally binding.

Changes resulting from the conference are official only if issued through a solicitation or an amendment to a Request For Proposal (RFP).

A copy of this presentation will be posted on www.fbo.gov

Direct all inquires to the Acquisition Office c/o Kathleen Mejia:

mejiakj@state.gov

Industry Day Logistics

SA-17 Conference Facility

Registration

Restrooms

Evacuation Procedures

Electronic Devices

Escorting

Printed Materials

Industry Day Agenda

The Visa Support Services (VSS) Program

Program Overview

Ongoing Transformation

VSS Scope of Services

Service Portfolio Overview

Products and Services

Important Considerations

Acquisition Approach

CLIN Structure and Pricing

Next Steps

Break: 15 Minutes

Question & Answer Session

Program Overview

Consular Affairs

Our Mission

The Bureau of Consular Affairs (CA) is the public face of the Department of State for millions of United States citizens and foreign nationals around the world, a service-oriented global enterprise and policy partner.

CA is responsible for the welfare and protection of U.S. citizens abroad, the issuance of passports and other documentation to citizens and nationals, and works to protect U.S. border security and facilitate legitimate travel to the U.S.

Within CA, the Visa Services Office (VO) encompasses all aspects of visa policy, procedures, and information related to U.S. visa adjudication for foreign citizens, who apply at U.S. Embassies and Consulates, seeking to come to the United States.

Consular sections overseas issued nearly 560K immigrant visas and nearly 9.7M non-immigrant visas in FY2017

Where VSS Fits

Services provided through the VSS program support CA’s strategic priorities and enable the

Bureau to satisfy mission-critical national security and customer service objectives

Process cases for immigrant, diversity, and petition-based non-immigrant visa applicants before they are adjudicated overseas

Coordinate with the public, petitioners, beneficiaries, DOS stakeholders, and interagency partners

Accept and review petitions

Forward approved petitions to DOS

Review revocation requests from DOS

Receive and review VSS inputs

Adjudicate visa applications at 220+ locations worldwide

Request petition revocations

Posts VSS Program

USCIS

Perform facial recognition checks for all visa and passport applications

Ongoing Transformation

Modernization of Visa Services

Digital / Paperless Workflow – The Modern Immigrant Visa (MIV) is one example of the technology transformation that CA is undertaking; this and similar efforts will greatly affect how the centers and posts interact with customers and perform adjudications.

National Security – Driven by world events and policy direction, CA requires a growing suite of vetting capabilities commensurate with its constantly evolving, important, and visible role in national security.

Resource Constraints – Balancing growing visa demand, national security, and customer service requirements within the limitations of available resources, CA must continue to realize opportunities to streamline and improve the efficiency and effectiveness of global visa operations.

TWO PAPER-BASED

LOGISTICS WAREHOUSES

AN INTEGRATED DIGITAL

CUSTOMER SERVICE

OPERATION

TO: FROM:

• Services configured for a digital environment

• Flexible operating and delivery models

• Paper heavy warehouse and logistics operation

• Siloed units / centers

• Reactive responses

• Volume as primary driver of work

• Lack of interoperability

• Largely distinct operations

• Increasing visa volume

• Technology advances

• CA resource constraints

• Immigration reforms

• Policy changes and increased vetting requirements

• Mission-wide enterprise system rollout

ADDITIONAL INFLUENCES

AFFECTING MODERNIZATION

• Full end-to-end processing capability across centers

• Integrated national security and customer service

• Interagency involvement

• Greater transparency, outreach, and quality

VSS Program Evolution

Preparing for the Future

VSS will encounter higher demand for increasingly complex services in support of mission-critical national security and customer service objectives with an increasingly lower tolerance for risk and service disruption. Examples include:

Digitization and interagency collaboration – DHS/USCIS transmitting scanned NIV petitions, eventually transmitting NIV and IV petition data

Customer Service – Shifting model toward self-service, more efficient inquiry resolutions, and proactive outreach to reduce inquiry volume and enable greater flexibility to respond to a wide array of stakeholders

Overseas Collaboration – Expanding the connectivity between overseas and domestic processes to achieve greater global visa operations efficiency

Immigration Roles – Additional types of vetting and investigations to support new policies, fraud prevention, and national security standards

How are enterprise shifts influencing the priorities and objectives of the Visa Office?

Enterprise Shifts and Impacts

Policy – Administration and Congressional priorities require immediate and sustainable responses to stakeholders on visa matters

Technology - advances in technology and industry proficiency are enabling an increasingly flexible workforce with dynamic, professional skillsets

Program Value – strategic objectives emphasizing integrated national security and customer support capabilities over siloed procedural support capabilities

Stakeholder Involvement – changing national security requirements demands more frequent and in-depth collaboration with interagency partners on visa-related programs

Example

Potential changes to certain visa programs may require additional resource allocations, or provide greater flexibility to realign existing resources

Automating data entry functions could increase both demand and capacity for advanced analytical and problem solving skills

In the case of a severe weather event, interoperable systems and processes would allow domestic processing to continue without slowing down global visa operations

More effectively detecting fraudulent immigration applications will encourage stronger alignment of VO fraud prevention services with USCIS and Customs and Border Protection operations

Catalysts for Change

Visa Support Services (VSS)

Scope of Services

Service Portfolio Overview

Defining VSS Program Support for Global Visa Operations

As global visa operations have grown more dynamic and complex, so have the requirements of the VSS program

Rather than enumerating all of the transactional processes that are performed today, the PWS identifies and articulates the scope of VSS in terms of the underlying capabilities and services that contribute to and ultimately enable the program to meet its objectives.

This enables VSS to accommodate future products and processes while facilitating ongoing improvements to existing operations

This emphasizes necessary outcomes without artificially limiting flexibility and innovation (e.g., by location)

This highlights the importance of successfully integrating mission-facing capabilities (national security and customer service) with mission-enabling capabilities (logistics, administration, and management)

Service Portfolio Overview

Data Verification

2.1 Inquiry

Management

Tier 0/1/2

Inquiry Resolution

Process

Communications

2.2 Outreach

Data Entry Document

Review

1. National Security Services 2. Customer Services

1.1 Case Fulfillment

Biometric Validation

1.3 Biometric

Validation

Fraud

Documentation and Reporting

Fraud

Research and

Analysis

Stakeholder

Management

1.2 Investigation, Authentication, & Analysis

Interview Scheduling

4. Management Services

Performance

Management

Recruiting &

Retention

4.3 Personnel Management

Labor

Management Workload

Distribution

Operations

Reporting

Quality

Management

4.1 Service Management & Quality

Demand

Management

Contract

Management Training

Information

Systems

Maintenance

Database Admin

IT Testing

4.2 Information Systems Management

IT Collaboration

Network

Admin

IT Inquiry

Support

IT Strategy

Security

Clearance

Management

FOIA Management

Operations

Excellence

Document Sort

3. Logistics and Administrative Services

Document Filing Document Intake

& Case Creation

3.1 Intake

Document

Digitization

Document

Destruction

Case

Transport Case Storage

3.2 Paper Handling

Case Shipment

Preparation

3.3 Distribution

Equipment

Maintenance Facilities Support

3.4 Site Support

Vehicle

Maintenance

Administrative

Support

3.5 Office Management

Safety and

Security

1. National Security Services

Business program support services to conduct a broad range of domestic-based, consular pre-processing activities for visa operations at U.S. embassies and consulates abroad as well as biometric validation support services for visa and passport operations under a performance-based arrangement, which will strengthen border security while facilitating legitimate travel, preventing fraud, and promoting the integrity of consular services in accordance with existing procedures and requirements.

1.1 Case Fulfillment: Comprises the competencies, activities, processes, and procedures that enable the centers to efficiently and effectively assess the contents and characteristics of existing visa cases; to capture information in primary visa case processing systems; and to track, validate, and facilitate their completeness prior to interview.

1.2 Investigation, Authentication and Analysis: Comprises activities and processes associated with responding to fraud-related inquiries and conducting fraud-related reviews.

1.3 Biometric Validation: Comprises the competencies, activities, processes, and procedures used in conducting biometric validation activities for all visa and passport applications.

Capability

Service Objectives

Core Services: Data Entry; Data Verification; and Document Review

Core Services: Fraud Research and Analysis; and Fraud Documentation and Reporting

Core Services: Biometric Validation

2. Customer Services

Provide a broad range of customer and stakeholder interaction, engagement, and coordination support services on behalf of the Visa Office, deliver accurate and comprehensive information to customers and stakeholders regarding consular services and policies in accordance with existing procedures and business requirements, and conduct all activities professionally, efficiently, and with courtesy at all times.

2.1 Inquiry Management: Comprises the competencies, processes, and procedures that encompass a full service customer contact center capable of delivering a high degree of customer service and professional excellence. In addition to interacting directly with customers, the contact center collaborates with Government entities (e.g., CA’s Office of Consular Systems and

Technology (CST), CA management, USCIS, etc.). This capability also supports Freedom of Information Act (FOIA) requests

Capability

Core Services: Tiers 0, 1, and 2 Inquiry Resolution; and FOIA Management

Core Services: Process Communications; Stakeholder Management; and Interview Scheduling

2.2 Outreach: Comprises the competencies, activities, processes, and procedures that involve stakeholder management and outgoing official communications. Examples of this include acknowledging case arrivals; requesting missing forms, documents, or fees; and performing activities related to interview scheduling, including providing information regarding scheduling, rescheduling, or transfer to post.

3. Logistics and Administrative Services

Provides continuous delivery and integration of all mission-aligned support services via a flexible suite of enabling services designed to maintain effective and efficient operations.

3.1 Intake: Comprises the activities and processes involved with receiving, sorting, and filing petitions, supporting documents, and other written correspondence with a focus on facilitating case fulfillment.

Document Intake & Case Creation; Document Sort; Document Filing; Document Digitization

3.2 Paper Handling: Comprises the activities and processes for maintaining, tracking, and moving physical case files among operational units that perform business support services.

3.3 Distribution: Comprises the activities and processes that entail managing domestic and international shipment preparation and delivery activities for completed cases and supporting materials.

Capability

Core Services: Document Intake & Case Creation; Document Sort; Document Filing; Document Digitization

Core Services: Case Storage; Case Transport; and Document Destruction

Core Services: Case Shipment Preparation

3. Logistics and Administrative Services

3.4 Site Support: Comprises the activities and processes that promote support for the physical assets and infrastructure of the centers to maintain their ongoing function and adequate working condition

3.5 Office Management: Comprises the activities and processes that encompass administrative, clerical, and other back office support required for effective operation of the centers.

Core Services: Facilities Support; Equipment Maintenance; Vehicle Maintenance; and Safety & Security

Core Services: Administrative Support

Provides continuous delivery and integration of all mission-aligned support services via a flexible suite of enabling services designed to maintain effective and efficient operations.

Service Objectives (cont.)

4. Management Services

Provides skilled oversight and management of all VSS business program and business enabling support services operations, and the appropriate human capital and information technology resources and capabilities to achieve all VSS program goals, and quality and performance objectives. The capabilities and services aligned to this objective in aggregate should also help

CA achieve necessary business continuity and interoperability across the centers.

4.1 Service Management and Quality: Comprises the activities and processes that entail a wide range of functions intended to measure, monitor, and manage the quality of support that the centers provide.

4.2 Information Systems Management: Comprises the activities and processes that entail providing IT support operations, computer systems management/maintenance, and computer operator support services for center hardware and software.

4.3 Personnel Management: Comprises the activities and processes associated with hiring, developing, and retaining a highly flexible and qualified workforce.

Core Services: Workload Distribution; Quality Management; Demand Management; Operations Reporting; Contract

Management; Training; and Operations Excellence

Core Services: Information Systems Maintenance; IT Testing; Database Administration; Network Administration; IT Inquiry

Support; IT Collaboration; and IT Strategy

Core Services: Recruiting & Retention; Labor Management; Security Clearance Management; and Performance

Management

Scale of VSS

FY 2018 Statistics

Workload (as of September 17, 2018):

IV Intake: 426,475 cases

IV Fulfillment: 542,535 cases

NIV Fulfillment: 465,857 cases

DV Fulfillment: 39,281 cases

Inquiry Management: 1.54M telephone inquiries (~98.5% at NVC); 1.05M written inquiries (~91% at NVC);

Biometric Validation: 35.78M facial recognition reviews

Staffing (as of June 2018):

Government: 8 at NVC; 5 at KCC

Contractor: 1,100+ across both centers

While some exceptions exist, most IV cases go through 5 steps while processing at a consular center:

1. IV Intake – Receipt of petition, scanning, file movements

2. IV Intake – Petition details entered into database

3. IV Case Fulfillment – Gathering of fees, documents and forms

4. IV Case Fulfillment – Review of submitted document and forms

5. Outreach – Scheduling of a visa interview

Products and Services

Immigrant Visa (IV) Case - Overview

Inquiry

Management Outreach

National Security Services Customer Services

Case

Fulfillment

Biometric

Validation

Investigation, Authentication, &

Analysis

Management Services Logistics and Administrative Services

Intake Paper

Handling Distribution

Personnel

Management

Service

Management &

Quality

Information

Systems

Management

Site

Support

Office

1. IV Intake – Receipt of petition, scanning, file movements

NVC receives approved immigrant visa petitions from the Department of Homeland

Security’s United States Citizenship and Immigration Services (USCIS) agency.

Core Services include document intake and case creation, wherein NVC employees open USCIS shipments, review manifests, and log the petitions in the database.

The petitions then will be either:

Transferred to scanning if processing electronically, where an electronic record will be created and then uploaded into Pre-Immigrant Visa Overseas

Technology (PIVOT) for further data entry processing.

Transferred for data entry processing without scanning if processing via the

Immigrant Visa Information System (IVIS).

2. IV Intake – Petition details entered

NVC data enters the approved petitions into either the PIVOT or IVIS database.

NVC assigns a unique case number, and then reaches out to case parties to inform them of whether their case is eligible for further processing.

Core Services include data entry and verification, wherein NVC employees search the petition packet for important information, such as visa symbol, names, dates of birth and contact information. NVC employees determine initial processing location based on petition data. Following verification, a tailored system generated letter is sent to the case parties explaining next steps.

The Government expects the level of effort to decrease as electronic forms are fully imported into NVC systems from USCIS.

IV Intake improvements

MIV will reduce touchpoints and the level of effort required for data entry and verification services, leading to a reduction in processing times and improved end product quality.

3. IV Case Fulfillment – Gathering fees, documents, and forms

If the case is eligible for further processing (per the visa bulletin), then the case may pay any required fees and begin submission of the required Immigrant Visa

Application, civil documents and Affidavit of Support (AoS) forms.

Fees are primarily collected electronically through the Consular Electronic

Application Center (CEAC). Fees differ based on case type. Document and form requirements differ based on case type, processing post and individualized petitioner and applicant life experiences (i.e., marriage, divorce, arrests, convictions, etc.).

4. IV Case Fulfillment – Review of submitted documents and forms

NVC reviews the required forms and documents and corresponds with the submitter if there are issues with acceptability.

Core Services include case fulfillment, and more specifically document review, wherein NVC employees review submitted forms and documents for completeness and acceptability. There are three basic aspects to the document review process:

immigrant visa application review, financial evidence review and civil document review.

4. IV Case Fulfillment – Review of submitted documents and forms

The three aspects of Document Review:

The immigrant visa application is a biographical online form submitted through

CEAC. NVC reviews the form to determine if additional civil documents are needed based on an applicant’s history. NVC also updates databases with contact information found within the application.

Financial review includes review of the affidavit of support (if needed), as well as supporting financial documentation such as IRS form W-2, 1040s, IRS tax transcripts, bank statements, and other financial evidence as submitted.

Civil document review includes comparing submitted documents against post’s requirements. Some civil documents may not have an accompanying English translations. Civil document requirements differ based on case circumstances and processing post.

5. Outreach – Scheduling of a visa interview

When all forms and documents are received and acceptable, the case will become documentarily complete. Immediate Relative visa classifications always have a visa available; others do not, and must wait for a visa to become available before being scheduled for an interview.

Core Services include outreach, wherein post liaisons will communicate with post on their operating capacity and work to fill interview slots with documentarily complete cases meeting the visa bulletin’s final action dates.

The Post Liaison Unit

The post liaison team must consist of a cadre of highly skilled professionals with the ability to not only respond to post inquiries, but to identify pain points, anticipate needs and deliver solutions.

Post liaisons are post’s trusted advisors, with the knowledge and connections to solve problems and prevent their recurrence. Post liaisons spend a significant amount of time communicating with visa stakeholders, including NVC and KCC teams, the Visa Office, and consular sections overseas.

Post liaisons support operations through scheduling of interviews, adjudication refusal analysis, and by serving as a go-to resource on visa processing at the centers.

Inquiry

Management Outreach

National Security Services Customer Services

Case

Fulfillment

Biometric

Validation

Investigation, Authentication, &

Analysis

Management Services Logistics and Administrative Services

Intake Paper

Handling Distribution

Personnel

Management

Service

Management &

Quality

Information

Systems

Management

Site

Support

Inquiry Management

The centers respond to telephone inquiries, email inquiries and letter inquiries from petitioners, applicants, third party agents, attorneys, congressional offices, post and other government agencies.

Typical inquiry topics include:

Status on Document Review document and form submissions

General case statuses

Case currency

Immigrant Visa Application

Fees

Civil Documents

Contact info updates

Document Review checklists

Inquiry

Management Outreach

National Security Services Customer Services

Case

Fulfillment

Biometric

Validation

Investigation, Authentication, &

Analysis

Management Services Logistics and Administrative Services

Intake Paper

Handling Distribution

Personnel

Management

Service

Management &

Quality

Information

Systems

Management

Site

Support

Inquiry Management

Infrastructure:

Each center uses Outlook for email responses

NVC has call management software for incoming calls and has a separate call recording system (NICE)

The Government expects that the offeror will work to implement proactive communication initiatives, with an overall goal of reducing inbound inquiry volumes.

Inquiry deflection and proactive automated communications will help to reduce operational costs to the offeror, as the CLIN structure does not pay per unit transactions in the inquiry management service.

The Facial Recognition (FR) Unit

The FR program is a shared workload between the centers, with KCC performing as the primary, and is the frontline biometric validation for national security services.

Core Services include providing biometric validation services to posts (Visa

FR, 17.8M) and to passport processing centers (Passport FR, 17.9M).

Reviews are sent to a center and entered into an electronic queue within the

Consular Consolidated Database (CCD). Contract staff then review a gallery of possible matches to determine whether the visa or passport applicant has a matching biometric record in Government databases.

Both centers are expected to perform this service, with workload sharing and coordination communication occurring in real-time.

Inquiry

Management Outreach

National Security Services Customer Services

Case

Fulfillment

Biometric

Validation

Investigation, Authentication, &

Analysis

Management Services Logistics and Administrative Services

Intake Paper

Handling Distribution

Personnel

Management

Service

Management &

Quality

Information

Systems

Management

Site

Support

Diversity Visa (DV) Fulfillment

KCC administers, in coordination with VO and Office of Consular Systems and

Technologies (CST), the DV program

There are nearly 14 million entrants for the 50,000 DVs made available each fiscal year

Tasks vary depending on the stage in the DV program cycle

Provide Public and Post Liaison support for applicants, selectees, and consular interview support

Provide case management, case transfer, and applicant scheduling for around

80,000; with about 40,000 applicants scheduled for post interview

Inquiry

Management Outreach

National Security Services Customer Services

Case

Fulfillment

Biometric

Validation

Investigation, Authentication, &

Analysis

Management Services Logistics and Administrative Services

Intake Paper

Handling Distribution

Personnel

Management

Service

Management &

Quality

Information

Systems

Management

Site

Support

DV Fulfillment – Applicant Enrollment System (AES)

Beginning with DV year launch in October, all potential DV applicants apply online to be eligible for selection. DV provides public liaison to applicants during AES period

Always operating on a two (2) year DV calendar (current year and future year) in assisting with program administrations e.g. administrative disqualifications on applicants prior to selectee announcement

DV Fulfillment – Entrant Status Check (ESC)

Selectee announcements occur in the following spring of AES. KCC employees provide public, USCIS, and post liaison efforts during ESC period.

During ESC period, selectees begin completing DS-260 applications online. KCC handles all case management by assisting with adjustments as needed for all active cases up to fulfillment.

Once case current, KCC will assist in case management by providing case review and comparison, provide notes to case files for adjudicators, provide scheduling to post or transferring to USCIS for adjustment of status cases

Roughly 40,000 cases are transferred for interview at post or USCIS

Non-Immigrant Visa (NIV) Intake

KCC receives copies of approved non-immigrant visa (NIV) petitions from the

Department of Homeland Security’s USCIS agency. These are mostly form I-129.

Core services include petition intake, case creation, document preparation, and document scan.

KCC staff open USCIS shipments, review manifests, and log the petitions into the appropriate database(s).

Cases are prepared in order based on predetermined list criteria. All staples, bindings, and other debris are removed.

Cases are scanned in high volume bulk scanners into digital files

Inquiry

Outreach

National Security Services Customer Services

Case

Fulfillment

Biometric

Validation

Investigation, Authentication, &

Analysis

Management Services Logistics and Administrative Services

Intake Paper

Handling Distribution

Personnel

Management

Service

Management &

Quality

Information

Systems

Management

Site

Support

NIV Fulfillment

KCC data enters the approved petitions (I-129s) into the Petition

Information Management Service (PIMS) and upload the scanned electronic files.

Core Services include data entry and verification. KCC employees provide full data entry from the approved petitions into the electronic PIMS record, e.g. Visa classification, Validity Period, Petitioner information, Beneficiary information, etc. All cases have quality verification performed.

Once case fulfillment is completed, all petitions are shredded and recycled

NIV Fulfillment – Additional responsibilities

KCC manages any DS-156 files received and handles appropriate storage shipments to the National Archives and Records Administration

KCC also manages Category I (CAT-I) files received from posts for processing into the appropriate systems, INK and CCD

Core Services are the same for I-129 which include full intake, document preparation, digital file uploading, data entry, and verification.

Fraud Prevention Unit (FPU)

VSS Fraud Prevention efforts specialize in U.S. entity research using

Open Source Intelligence (OSINT) Techniques

Currently1 140 total research analysts and support staff

102 at KCC

38 at NVC

Provides in-depth entity research and report writing which can be used to brief law enforcement agencies

Adaptive and agile units with specialized programs to address emerging concerns and policy changes

1As of June 2018

Management Outreach

National Security Services Customer Services

Case

Fulfillment

Biometric

Validation

Investigation, Authentication, &

Analysis

Management Services Logistics and Administrative Services

Intake Paper

Handling Distribution

Personnel

Management

Service

Management &

Quality

Information

Systems

Management

Site

Support

FPU efforts at KCC

Touching on various service areas

Different process streams

Etc.

Initial Petitioner Verification

H&L Visa Prescreening and E Visa Prescreening

End Client Verification and Property Management Verification

J1 Summer Work Travel and J1 Interns and Trainees

Post Referral and Full Petitioner Research

Department of Labor Violation Referrals

FPU – Initial Petitioner Verification (IPV)

Touching on various service areas

Different process streams

Etc.

All first time petitioning entities received with the I-129 unit referred to IPV for research; Around 10% of I-129 volume referred for IPV (roughly

33,000)

Research company viability, true legal name, officer associations

OSINT; Secretary of State registration, LexisNexis, CLEAR, D&B

First step in fraud prevention. Around 10% referral rate for continued research analysis

FPU – H&L Visa and E Visa Prescreening

Touching on various service areas

Different process streams

Etc.

100% of all H1B and L1 Consular Electronic Application Center (CEAC)

DS-160 applications are reviewed and prescreened

Over 330,000 applications a year are reviewed by research analysts

E Visa

Focus on research based around the applicant and company viability

Non petition based visa class, so source documents are not readily available; 100% telecommunication conducted for all prescreening efforts

Around 3,500 applications screened a year

FPU – End Client Verification (ECV) and Property Management

Verification (PMV)

H-1B targeted research focused on third party, or further, placement from the petitioner

Focus on contractual relationships between the entities as well as anticipation of the beneficiary

Additional focus on legitimacy of the work site, contractual lease or property ownership, and capacity to facilitate the purported work

Around 12,000 verifications performed annually

FPU – J1 Summer Work Travel (SWT) and J1 Interns and Trainees

(IT)

Touching on various service areas

Different process streams

Etc.

In coordination with Educational and Cultural Affairs (ECA); facilitate legal and safe ambassador program based around prohibitions

J1 SWT very seasonal program, beginning in early calendar year and peaking by end of the spring. Small winter season volume

J1 IT currently in pilot phase, anticipate full program early 2019

Around 18,000 placements researched annually

FPU – Post Referral and Full Petitioner Research

Touching on various service areas

Different process streams

Etc.

Post referrals can include ECV/PMV or in many cases site visit referrals.

Reliance on and in coordination with USCIS Fraud Detection and

National Security (FDNS) agents for FDNS site visits

Petitioner Full Research is the most comprehensive product for research analysts. Involves using all OSINT techniques available

Over 10,000 requests for assistance and fraud referrals annually

FPU – Department of Labor (DOL) Violation

Touching on various service areas

Different process streams

Etc.

Referrals Internal product which involves reviewing the supporting documentation included in I-129 petition files.

Focus on purported and actual salaries for beneficiaries.

KCC is a named complainant on behalf of the beneficiary

To date, over $23 million in back wages and civil penalties have been assessed as a result of this program

FPU efforts at NVC

Touching on various service areas

Different process streams

Etc.

Anti-fraud prescreening

Review and route petition revocation requests, USCIS reaffirmations and revocations

Document verifications

Site Visits

FPU – Anti-Fraud Prescreening

Touching on various service areas

Different process streams

Etc.

Conduct an initial review of 100% of petitions for alien fiancés and random selection of marriage based relationships and immigrant employment petitions; ~45,000 petitions

Seek to identify discrepancies between information in the petition or visa application and Department records, commercial databases or publicly available records

Complete in depth reviews and draft memos to assist with visa interviews and adjudications

In depth review of ~8,000 petitions; memos written with FPU findings on

~6,000 petitions

Memo highlights discrepancies found by NVC’s FPU and provide additional information about the relationship between the petitioner and visa applicant

Refer cases to Diplomatic Security for criminal investigation or USCIS Fraud

Detection for additional domestic investigation

Referrals require detailed memos and judgement to determine what is actionable by law enforcement or USCIS fraud colleagues

FPU – Review and Route Petition Revocation Requests

Touching on various service areas

Different process streams

Etc.

Review and route ~35,000 petition revocation requests and returns

Identify USCIS approving office to return petition

Draft cover memo explaining reason for return

Update systems to track number and reasons for returns

Review memos drafted by consular officers for content accuracy and completeness

Correct memos when appropriate or request updates

Review and route ~3,000 reaffirmed and ~1,500 revoked petitions

Revocation process is gradually moving to shared software

FPU – Document Verifications

Touching on various service areas

Different process streams

Etc.

NVC’s FPU is the central contact point for all document verifications from

USCIS

Analyze each request to determine if it is actionable

Create a record in the appropriate tracking system

Provide results to USCIS upon notification from Post

Complete ~500 per year

FPU – Domestic Site Visits

Touching on various service areas

Different process streams

Etc.

Receive requests for USCIS Fraud Detection site visits from posts

Analyze request to determine if it is actionable and has all necessary information for USCIS

Route to NVC’s USCIS liaison

Provide results of completed site visits to posts

Information Systems Management

Liaise with Information Resource Management (IRM)

Liaise with Consular Systems and Technology (CST)

Monitor network performance and report/escalate issues

Perform local systems administration and desktop support in OpenNet and

ClassNet operating environments

Develop and administer local databases and SharePoint sites

Develop and administer automation solutions

Provide recurring and ad-hoc operational reporting

Inquiry

Management Outreach

National Security Services Customer Services

Case

Fulfillment

Biometric

Validation

Investigation, Authentication, &

Analysis

Management Services Logistics and Administrative Services

Intake Paper

Handling Distribution

Personnel

Management

Service

Management &

Quality

Information

Systems

Management

Site

Support

Service Quality and Management

The Offeror must ensure compliance with all acceptable quality levels (AQLs) outlined in the contract. The AQL baseline represents the minimum acceptable performance threshold.

AQL compliance self-reporting is expected, and is also subject to Government monitoring with assistance from a third-party contractor.

The Offeror will provide a full suite management services covering the entire scope of work. Examples of these management services include:

Personnel management

Demand management (to include distribution and center interoperability)

Workload and staffing forecasting

Outreach

National Security Services Customer Services

Case

Fulfillment

Biometric

Validation

Investigation, Authentication, &

Analysis

Management Services Logistics and Administrative Services

Intake Paper

Handling Distribution

Personnel

Management

Service

Management &

Quality

Information

Systems

Management

Site

Support

Service Quality and Management

The government expects continual improvement throughout the life of the contract.

The government employs a third party contractor to assist with quality assurance and contract administration support. The Offeror is expected to work closely with the third party contractor at the direction of the government.

The government needs real-time data and analysis showing incoming volumes, work processed and pending volumes (if applicable) at the service level.

Training is the responsibility of the Offeror. Examples of expected training include general orientation, initial service area training, refresher training, cross-functional training and on-the-job training.

As the contract matures, the government expects additional service areas to be interoperable between centers, allowing for staffing flexibility in instances of work surges or work stoppage events at one center.

Personnel Management

Two Centers, Two Labor Markets:

KY: https://kystats.ky.gov/kylmi/index/

NH: https://www.nhes.nh.gov/elmi/products/oes-prod.htm

Two Centers, Two Staffing Arrangements:

KCC: No CBA.

NVC: Union established 2016.

Inquiry

Management Outreach

National Security Services Customer Services

Case

Fulfillment

Biometric

Validation

Investigation, Authentication, &

Analysis

Management Services Logistics and Administrative Services

Intake Paper

Handling Distribution

Personnel

Management

Service

Management &

Quality

Information

Systems

Management

Site

Support

Office

Management https://kystats.ky.gov/kylmi/index/ https://www.nhes.nh.gov/elmi/products/oes-prod.htm https://www.nhes.nh.gov/elmi/products/oes-prod.htm https://www.nhes.nh.gov/elmi/products/oes-prod.htm http://www.seacoastonline.com/news/20170221/portsmouth-visa-center-employees-protest-for-raise http://www.seacoastonline.com/news/20170221/portsmouth-visa-center-employees-protest-for-raise

Personnel Management

The Offeror will be required to provide staffing resources with favorable determinations or active security clearances.

The majority of the workforce is expected to hold Moderate Risk Public

Trust determinations or active Secret clearances.

IT Managers and any other individuals who will perform a particular subset of actions on ClassNet systems will require an active Top Secret clearance.

Notes on key personnel

Key personnel are expected upon award

Changes to key personnel during contract performance must occur in a timely manner

Key personnel are mission-critical

Additional Program Highlights

The transition must take place without disrupting workflow

Priority - Transition plan must be developed and collaboratively executed to account for center-specific conditions

Keep in mind that many existing employees have experienced contractor changes

The importance of administration

Government furnished materials and data shall be the property of government

Personnel clearances

Invoicing

Additional Program Highlights

Flexibility – Offeror shall ensure that all services can accommodate peak demands without degradation in service.

Communication – Offeror shall maintain full and open communications with DOS COR and applicable working-level teams.

Oversight – During operating hours, Offeror shall have on-site supervisory personnel associated with all VSS functions being performed.

Overview

The Office of Visa Services seeks to obtain a collaborative and invested service partner, not simply a staff augmentation provider

Based on extensive market research, this acquisition meets the criteria for a 100%

Small Business Set Aside

To remain competitive, VO strongly encourages interested prime vendors to strengthen their solutions and capabilities using the full breadth of SBA’s

Contracting Assistance Programs

Additional acquisition parameters:

Establish a single awardee capable of satisfying the entire scope of services

Up to five years, inclusive of all option periods (1 BY, 4 OYs)

Performance on the contract will require a TOP SECRET facilities clearance

The NAICS code established for this acquisition is 541513 – Computer

Facilities Management Services

The Government intends to use a best value tradeoff whereby combined technical merit is significantly more important than cost or price

Using Performance-Based Principles

The Government will provide:

The performance work statement, to be incorporated into the award, with defined performance requirements and acceptable quality levels

The quality assurance surveillance plan (QASP), to be incorporated into the award

The general foundation of a disincentive program

The Offeror will provide:

A quality control plan (QCP) that aligns with the Government-defined performance requirements, acceptable quality levels, and QASP

Additional performance requirements and quality standards (optional)

A detailed disincentive program to be incorporated into the award and fully implemented on day one of performance

Domestic and international travel is also expected and will be required

The Offeror will also participate in at least quarterly meetings with VSS program stakeholders at SA-17 in Washington, DC

Acquisition Approach

Primary Place(s) of Performance

National Visa Center

32 Rochester Avenue

Portsmouth, NH 03801

Kentucky Consular Center

3505 Highway 25

Williamsburg, KY 40769

Key Milestones

Site visits will include a half-day (morning) tour at each facility and are planned for Nov. 8th (NVC) and Nov. 15th (KCC).

Optional due diligence sessions may be offered the week of Nov. 19th

IMPORTANT: Your team’s participation in BOTH site visits is a pre-requisite for receiving a due diligence invitation and for proposal consideration

Pricing / CLIN Structure

Overview

Pricing will include fixed price, labor hour, and cost reimbursable CLINs

Each fixed price CLIN represents a mission-critical “product” that VSS supports, and encompasses all applicable direct and indirect costs

Each labor hour CLIN represents a specialized and discrete set of services that VSS supports, and encompasses all applicable direct labor

The single cost reimbursable CLIN is for travel and other direct costs as applicable during contract performance

Fixed Price CLINs

Each fixed price CLIN has a clear set of unit definitions (as captured in

Section B)

The Government will provide a guaranteed minimum volume of units for each CLIN. In addition to this baseline volume, the pricing structure establishes “step” CLINs, each of which constitutes 10% of the baseline volume. If observed unit volume exceeds the baseline or the current step, the next step is “automatically” activated

Although pricing for each baseline and step CLIN is an overall ceiling, the ceiling price divided by the unit volume of each CLIN should yield a practical per unit price (i.e., without repeating decimals, rounding, etc.)

Fixed Price CLIN Example

For simplicity, this example will assume that the baseline volume for the base year of the NIV Fulfillment CLIN (003A) is 600,000 units and that the per unit cost for each unit is $1.00. The corresponding pricing table would look like this:

If actual volume over the base year is 590,000, final payment would still be

$600,000 because of the guaranteed minimum number of units and the corresponding price ceiling

If actual volume over the base year is 670,000, final payment would be $670,000, comprised of the full price ceiling for CLINs 003A and 0003B plus the 10,000 units in CLIN 003C multiplied by the $1.00 per unit price of CLIN 003C

CLIN Quantity (# of units)

Unit Unit Price / Ceiling

003A 1 – 600,000 Per Year $600,000

003B 600,001 – 660,000 Per Unit $60,000

003C 660,001 – 720,000 “ “ $60,000

003D 720,001 – 780,000 “ “ $60,000

Notes:

Ceiling and unit prices used here are purely hypothetical

Although the example uses the same per unit price for all

CLINs, actual unit prices can differ across base and step

CLINs

Labor Hour CLINs

Each labor hour CLIN has a clearly defined set of associated services that align to the overall service portfolio

The Offeror will provide a “rate card” (refer to Section J, Attachment G) that establishes the fully burdened hourly rate for each identified labor category that will be available to the Offeror for the life of the contract.

Using these rates, the Offeror will create a cost build-up for each LH CLIN at the Sub-CLIN level. Each Sub-CLIN will correspond to a unique site

(NVC or KCC) + labor category combination, and use the corresponding labor rate times a proposed number of hours at that rate.

The Offeror will be required to manage to the Sub-CLIN level.

Labor Hour CLIN Example

For simplicity, this example will focus on NVC only and assume the use of three unique labor categories for the FPU CLIN for the base year (006A-1 thru 3). This example will also assume that 10 individuals at 1,880 hours each are proposed to accomplish the requirements for the FPU at NVC in the base year. A corresponding pricing table might look like this:

While the extended price for CLIN 006 as shown above would be $1,316,000, funding and invoicing would occur at the Sub-CLIN level, with any post-award changes (including “no-cost” realignments among Sub-CLINs) requiring a formal

MOD with justification.

CLIN Description LCAT Hours Burdened Rate

Extended Price

006 Fraud Prevention Unit (FPU) $1,316,000

FPU – NVC Labor

006A-1 FPU Manager 1,880 $100.00 $188,000

006A-2 FPU Analyst II 5,640 $80.00 $451,200

006A-3 FPU Analyst I 11,280 $60.00 $676,800

Notes:

Labor categories, hours, and rates used here are purely hypothetical

Remaining CLINs

The Government will prescribe a dollar ceiling for Project Support Services – LH

(CLIN x11), Project Support Services – FFP (CLIN x12), and ODCs (CLIN x13 )

ODC ceilings reflect historical norms for approved travel and other direct costs

Project Support Services ceilings also reflect historical norms for pilot projects and temporary efforts that are net new to VSS operations and still within the overall scope of the capabilities and services defined in the PWS

Use of Project Support Services CLINs is contingent upon a bona fide need identified during contract performance, and an approved project charter with accompanying cost build-up submitted by the Offeror at the time of the requirement.

Note that the labor categories available for the Project Support Services – LH CLIN, like all other LH CLINs, are limited to those identified in the Offeror’s rate card

Our Notional Timeline is as follows:

Oct/Nov 2018 – RFP Release and Site Visits

Dec 2018 – RFP Responses Due

Feb/Mar 2019 – Contract Award

Option to submit questions on provided index cards before you leave – indecipherable questions will not be answered

Direct all inquires to: Kathleen Mejia (mejiakj@state.gov)

Next Steps

Break = 15 minutes

Question and Answer Session