NVC_-_Site_Visit_Tour_Talking_Points.pdf

Solicitation #19AQMM18R0428 NVC Site Visit

11/8 VSS 3.0 Site Visit Tour Talking Points

1. Facial Recognition – 1. National Security Services: 1.3 Biometric Validation

The Facial Recognition program is responsible for analyzing photos submitted with passport and visa applications against various photo databases as a biometric assessment at both U.S.

Passport Centers and U.S. Embassy and Consulates around the world.

The first phase of the FR program began on October 26, 2004 to ensure compliance with the biometric screening requirements of the Patriot Act and the Border Security Act.

The FR work is received for processing in the Consular Consolidated Database (CCD) from the various offices and is processed 5 days a week across both shifts at NVC. The Kentucky Consular Center operates FR seven days a week.

Processors receive a source photo and a gallery of potential matches and must pick potential matches from the gallery or identify that there are not potential matches present in the gallery.

Once the review is complete and submitted, an adjudicator at U.S. Passport offices or U.S.

Embassies or Consulates processing the application will be able to view if that applicant has been matched to any other passport or visa applications via Facial Recognition reviews or to any security-related records in the galleries that are searched.

Combined, both centers process an average of 40,800 passport photos and 32,600 visa photos every day at a quality standard of 98%. A certification program is in place to recognize operators who are able to sustain reviews at a quality above 99%.

2. Written Correspondence – 2. Customer Services: 2.1 Inquiry Management

Written Correspondence receives both email and physical letter inquiries from the general public, attorneys, USCIS, and U.S. Embassies and Consulates abroad.

The unit maintains ten email boxes via Microsoft Outlook to address a diverse array of topics and issues. Combined, those mailboxes receive between 3,000 and 5,000 emails on a typical day.

To respond to inquiries, processors use scripted paragraph codes that are based on guidelines set by the government, by the Immigration and Nationality Act (INA), and the Foreign Affairs Manual (FAM).

Processors are required to understand how to interpret case status using both of our main processing applications – our legacy IVIS system and the new PIVOT system. Processors also may have to use the Consular Consolidated Database (CCD) and, depending on the clearance level and need, may refer to USCIS databases that are accessible to Department of State.

Most inquiries from the general public are sent to the AskNVC mailbox either through direct email or a web-based inquiry form on travel.state.gov. These account for nearly two-thirds of all email inquiries. NVCAttorney is for use by legal representatives assigned as the agent on a case and comprises about one quarter of incoming emails.

The Written Correspondence unit may need to reach out to other business units, USCIS offices, or embassies and consulates abroad to successfully resolve a case inquiry.

Though we continually strive to push customers toward electronic inquiries, NVC still receives physical mail for legacy paper processing cases. The volume is equal to about a third of the email inquiry volume. Physical mail arrives through Incoming Mail Management, where it is classified as one of two types of mail:

o an inquiry that requires a letter-type response or action completed on a case (such as adding a derivative applicant to the case or updating the visa classification), or o documents in support of visa processing, such as civil or financial documents, which are barcoded and matched with the case for document review

NVC processes Freedom of Information Act (FOIA) requests received via the Visa Office that are related to visa records.

o Processors access the Consular Consolidated Database (CCD) and local IVIS and PIVOT databases to obtain information related to visa records. Processors must redact sensitive information and complete templated responses to be provided to the FOIA requestor.

o Depending on the request and the visa record status, NVC may task embassies and consulates with providing visa records to complete the FOIA request.

o NVC processes approximately 30-35 requests per week.

3. Non-current cases (file room) – 3. Logistics and Administrative Services: 3.1 Intake, 3.2 Paper Handling

Following initial data entry and verification, we store physical case files with immigrant visa petitions for which a visa number is not yet available, There are approximately 1.3 million non-current cases.

o Petitions may be received from USCIS regardless of where the filing date puts them in terms of visa availability. The USCIS shipments are received at the main NVC building, where petitions are sorted. I-130 petitions are transported to this building to be scanned and queued for data entry. Presently other non-current petition types first go through data entry, are put in a folder, and are routed physically and using folder tracking software to this building for storage.

o When a case is data entered in case processing, a unique NVC case number is assigned to the petition. Cases are segregated by the processing post and then in order by case number.

o Applicants for immigrant visas who have a priority date later than the filing date in chart “B” of the Visa Bulletin are notified that NVC received their petition from USCIS and that they cannot submit documentation in support of their immigrant visa case.

With the exception of approximately 10,000 files that are expected to be scanned over the next few months, these non-current files have already been digitized as part of the Modernized Immigrant Visa (MIV) process.

The storage space required for these cases will shrink over time due to the increase in electronic processing, where the physical petition will no longer be required for long-term storage once scanned.

It is important to note that NVC is currently housing paper petitions that have been digitized and are actively processing as part of MIV.

4. Incoming Mail – 3.Logistics and Administrative Services: 3.1 Intake, 3.2 Paper Handling, 3.3 Distribution

NVC receives approximately 60K+ pieces of mail per month. Volumes are decreasing as more cases process electronically and we expect that this will continue.

NVC receives mail daily from a variety of postal and courier services. Staff helps the carriers unload the mail and packages and signs for registered, certified or express mail.

All shipment labels on mail delivered by FedEx are inspected. We do not accept Cash on Delivery (COD) shipments.

Incoming mail first goes through the x-ray machine, located here on the loading dock, to assess any suspicious objects prior to opening.

Mail may be directly delivered to the specific (attn.) department but the majority is brought into the mail opening area to be sorted, opened, and data tracked for record keeping. The door for this area remains closed and the room has its own ventilation system to ensure it can be sealed off in case of a suspicious substance being identified after opening.

Incoming mail is sorted into categories for ease of processing by other units, such as by document review mail or by written correspondence mail. Some mail is put through a finer sort, such as mail related to fee payment that must be reviewed by money tracking processors. Mail is then distributed to its proper department.

Processors are able to barcode and track incoming mail to a paper case in the IVIS system.

Documents mailed in error for electronically processed cases are routed to Written Correspondence.

5. Document Digitization – 3. Logistics and Administrative Services: 3.1 Intake

Petitions that will not be physically shipped to the processing overseas post are digitized by NVC. The following work products are currently being digitized:

o Approved expedite paper cases o Adoption cases o Cases that were sent to USCIS for possible revocation that have been returned due to reaffirmation or Reinstatement

Processors create a unique barcode sheet for each case and prepare for scanning by removing metal objects, making copies of large documents, preparing photos that may be in packaging, and correcting document orientation.

Processors use the large IBML bulk scanners for the majority of the work, with the flatbed scanners on desks to modify or amend scans if necessary during quality checks.

For MIV cases the scan resolution is set to 300 dpi in order to provide USCIS with a gold copy for their records. For non-MIV cases the scan resolution is set to 150 dpi.

Scanned images are uploaded to eDP, which is our electronic document processing software that transfers documents to post, following a strict naming convention guideline.

The unit scanned an average of approximately 1800 petitions per day last month, with a high of approximately 3900. The expectation is that this number will increase moving forward as the remaining handful of posts begins electronic processing for family-based petitions in early 2019.

6. Telephone Inquiry – 2. Customer Services: 2.1 Inquiry Management

NVC’s call center receives approximately 6,000-8,000 calls per day, mostly from petitioners, applicants, and attorneys in relation to cases processing at NVC. Approximately 25%-30% of calls are answered by our Spanish language line.

NVC also responds to calls related to non-immigrant visa processing, which constitute less than 5% of inbound calls.

The customer service representatives (CSRs) on the phone are expected to answer the majority of calls that come into the lines to which they are assigned; however, at times a call may need to be routed to a supervisor for assistance.

• There might be cases that need to be routed to their supervisors depending on the type of inquiry or complexity of the case.

• Some cases might require outbound calls.

• Most of the inquiries are from the public, however some are received from government offices, attorneys etc.

All the CSRs are to respond to inquiries based on the manuals and language provided by the contractor and approved by the government. In some instances responses might require support from supervisors or other units.

The call center leverages an Avaya phone system with a call management system. There is also recording software to allow for quality assurance monitoring. Representatives on the phone are expected to utilize IVIS, PIVOT, CCD, and other areas that provide status information to successfully respond to the inquiry.

7. Congressional – 2. Customer Services: 2.1 Inquiry Management

NVC receives congressional inquiries via phone, email, and mail. Typically a congressional office is inquiring about a case that one of their constituents has escalated to their office for assistance, and responses to congressional inquiries require faster response.

The representatives are also responsible for responding to phone calls from USCIS and other government agencies related to petitions processing at NVC.

Currently the representatives also assist with tasks such as conveying requests for expedited processing or reinstatement after termination of their petition to posts.

Congressional receives approximately 200 emails and 100 phone calls per day.

Representatives use the IVIS and PIVOT systems, as well as CCD and some USCIS databases to check for status of a petition. Representatives process email responses via Microsoft Outlook.

8. Walk to NVC

9. 4. Management Services: 4.1 Service Management and Quality - Quality Control and Training Services (QCTS)

Under the current contract, there is a contingent ensuring compliance to timeliness and quality acceptance criteria outlined in the contract. The expectation is that an offeror would present how to ensure and measure adherence to the performance requirements as outlined in the RFP.

10. 4. Management Services: 4.1 Service Management and Quality: Operations Excellence

Under the current contract, there is a contingent performing the programming requirements and process change requirements outlined in the contract. The expectation is that an offeror would present how to address these areas in their response.

11. File Room – 3. Logistics and Administrative Services: 3.1 Intake, 3.2 Paper Handling, 3.3 Distribution

• File Management is responsible for all mail and file routing and storage at NVC, including:

o receiving mail from Incoming Mail Management located across the street and filing it into cases stored in this building;

o routing newly data entered cases from case processing back to the this file room for storage or to the file storage at the Mary Ryan Building, depending on status per the Visa Bulletin;

o pulling and routing cases for document review processors once certain criteria is met.

• File Management interacts with every NVC unit with the exception of Facial Recognition and use computers with barcode scanners and label printers.

• There are approximately 1 million files that are considered eligible to process in this building.

• Average daily volumes include:

o Pulling and packing scheduled cases for shipments to post (approximately 1000 per day) o Pulling cases to file mail (approximately 2000 per day) o Routing cases to other areas and receiving cases back for filing (approximately 6000 per day)

12. Loading Dock Operations and Facilities

3. Logistics and Administrative Services: 3.1 Intake,3.2 Paper Handling

Shipments coming directly from USCIS and other trusted sources are received at this loading dock.

Staff helps the carriers unload the mail and packages, inspect and sign for items as required, and facilitate distribution around the building.

In addition, files and other items requiring transport between the two buildings are loaded and received here.

Documents requiring onsite destruction are shredded here. These include sensitive case-related documents containing privacy information

Facilities Management Partners

PAC-Arctic is the facilities management contractor responsible for cleaning and maintaining both NVC buildings as well as the nearby National Passport Center. The team operates under a contract overseen by the separate Administration Bureau of the Department of State. The USDH Facilities Manager with responsibility for Department of State facilities in Portsmouth is the COR. He also has maintains a DoS facility in Colorado.

PAC-Arctic staff interacts daily with NVC personnel across all contracts and the USG.

Communication and close coordination on project and maintenance scheduling is key to the successful continuity of operations.

PAC-Arctic personnel follow OSHA guidelines and their average daily work depends highly on the weather, current construction projects, or other ongoing activities at NVC.

The supervisory team utilizes NVC computer systems are receives IT support accordingly.

13. Documentarily Complete Cases – 3. Logistics and Administrative Services: 3.2 Paper Handling,

3.3 Distribution -

Once cases have completed NVC processing to the point where they are documentarily complete they are stored in this room and these corridors.

14. Outgoing Mail Management – 3. Logistics and Administrative Services: 3.2 Paper Handling, 3.3 Distribution

Outgoing Mail Management (OMM) is responsible for printing, packing, and mailing letters that are generated by actions taken in either IVIS or PIVOT. Note that we do mail letters for PIVOT cases at early stages in the process if an email address hasn’t been provided yet.

o The clerks in OMM process letters in batches, depending on the letter type. Letters are printed in bulk then put through the Pitney Bowes auto insertion machines to be placed in envelopes and receive the appropriate postage.

o Letters are mailed out via USPS and other courier services as necessary.

OMM work also comes directly from the Mail Out area in the File Room, where they weigh, label, pack, and ship cases to overseas posts and USCIS via DHL or Diplomatic Pouch via UPS.

OMM interacts with the Scheduling, Information Technology, and Mail Out departments.

USCIS shipments of petitions are received in this area and transferred down to the case processing area for barcode scanning into our systems to document receipt. Case parties are able to inquire with NVC to confirm that a petition has been received prior to data entry.

15. Case Processing – 1. National Security Services: 1.1 Case Fulfillment

Case Processing processors are responsible for data entry of approved petitions from USCIS into the PIVOT database from a scanned image of the petition or the IVIS database from the physical petition packet.

Data verification is performed by a second processor to validate that the information is recorded accurately.

The goal is to perform as much data entry as possible to reduce the level of data entry required at later steps at NVC and consular sections abroad. As electronic forms are imported from USCIS in the future we anticipate the level of effort on data entry will decrease.

A unique NVC case number is created and assigned during this process, and the case number follows the case throughout the lifecycle of the case, including through the interview at post.

The data entry and verification process creates a “welcome letter” communication to the case parties to provide next steps for processing. Based on the filing date and the visa class, an applicant may be told to begin submitting fees and documents immediately or may be told to wait on providing any documentation until a visa is closer to becoming available.

For cases where the physical petition is used, a folder and barcode with the case number is created, which is used by file management to route and track the case location while at

NVC.

Daily averages for incoming petitions can range from approximately 1,800 to 3,000, with approximately 80% of incoming petitions family-based (or I-130 petitions). Family-based petitions will be data entered into PIVOT, while other petition types will require data entry into IVIS.

Additionally, approximately 1,000 cases per day that were not yet current by the filing date may require limited data entry in order to prompt fee and document submission.

Other petitions that require data entry and verification by NVC include:

o I-129F – Petition for Alien Fiancé o I-140 – Immigrant Petition for Alien Workers o I-360 – Petition for Amerasian, Widow(er), or Special Immigrant o I-526 – Immigrant Petition by Alien Entrepreneur o I-730 – Refugee/Asylee Relative Petition o I-600A – Application for Advance Processing of an Orphan Petition o I-600 – Adoption – Petition to Classify Orphan as an Immediate Relative o I-800/I-800A – Petition to Classify Convention Adoptee as an Immediate Relative o I-929 – Petition for Qualifying Family Member of a U-1 Nonimmigrant o I-824 – Application for Action on an Approved Application or Petition

As we walk through Case Processing you will notice that some workstations have paper cases while others don’t as the staff are performing data entry from the digitized petitions

16. SIV – 1. National Security Services: 1.1 Case Fulfillment

Special Immigrant Visas are granted to Iraqi and Afghan nationals who are (or have) worked on behalf of the United States Government. This is a small and unique program at NVC that receives attention from the Department and Congress. The processing of these cases is generally similar to other immigrant visa petitions, except that NVC also provides support for the Chief of Mission approval in coordination with Embassy Kabul and offices in the Department. This process requires collection of pre-visa application information beyond the typical documentation required for an immigrant visa that is reviewed by USG staff offsite.

Cases are processed electronically but currently in IVIS rather than PIVOT. All documents are collected and checklists are sent via e-mail for needed or unacceptable documents.

o Once a case is deemed documentarily complete in SIV, the case moves on to the appointment scheduling phase.

o On average NVC receives about 400 cases a month, with approximately 200 related e-mails per month.

17. Post Liaisons – 2. Customer Services: 2.2 Outreach

The Post Liaison team is comprised of individuals responsible for serving as direct lines of communication between NVC and U.S. Embassies and Consulates (posts) to provide analysis, coordination, and issue resolution on behalf of posts.

o At the National Visa Center, posts are divided into seven geographical regions, and each region has a designated and dedicated Post Liaison and backups.

Post Liaisons are expected to work with posts to ensure key public-facing information is up to date per post requirements, such as Country Specific Civil Documents tables on travel.state.gov that document review processors, petitioners, and applicants access for document acceptability.

Post Liaisons are expected to track posts’ inquiries and facilitate reporting and trending analysis of stakeholder pain points, track individual post 221(g) refusal rates and reasons, projected workload, scheduling backlogs, and other areas of concern as they are identified.

With the transition to electronic processing, Post Liaisons are a direct contact for their respective posts to address any issues, questions, or requests that arise. Post Liaisons schedule and keep track of introductory/feedback calls with posts regarding their transition to electronic processing.

Post Liaisons may use the IVIS or PIVOT databases or the Consolidated Consular Database (CCD) to provide case-specific information to post or to perform data gathering.

Post Liaisons communicate with to post contacts using Outlook via a shared email box.

A scheduling team coordinates with overseas posts on interview appointment capacity and case scheduling for completed cases.

o Post provides capacity each month, and this information is entered into the EAMS software.

o Scheduling occurs twice per month, and the cycles are mandated by the release of the Visa Office’s Visa Bulletin which coordinates availability for cases with statutory numerical limits.

o Once the scheduling tasks have been completed, including inspection and transferring electronic files to the appropriate processing post, all parties on a case receive an appointment letter either via email or physical mail.

o NVC notifies the U.S. Embassy or Consulate of scheduled appointments.

o All physical files are packed and shipped to the various posts prior to the applicant’s interview, allowing designated posts to perform all of the necessary pre-processing before the interview takes place.

o PIVOT cases are transferred to post automatically after scheduling and are available to overseas consular staff much sooner.

o Approximately 40K applicants (over 20K cases) are scheduled per month.

18. Fraud Prevention – 1. National Security Services: 1.2 Investigation, Authentication and Analysis

NVC’s fraud prevention unit is divided into geographical regions and tasked with researching, tracking, and reporting information that may indicate possible visa fraud. The fraud unit primarily interacts with the USCIS, CA Fraud Prevention Programs, Diplomatic Security Services, and embassies and consulates abroad.

The Fraud unit currently pre-screens all fiancée non-immigrant visa petitions and a subset of immigrant visa family and employment-based petitions for fraud indicators, relying primarily on information obtained through U.S. Government and commercial databases. The targeted caseload for prescreening is based on bureau priorities.

Research analysts produce investigative memos, outlining possible fraud indicators, which are forwarded onto post for consideration. They are also required to identify cases that should be reviewed by either USCIS Fraud Detection and National Security (FDNS) or Diplomatic Security for further investigation.

Fraud prepares petition revocation requests to be forwarded to USCIS. Approximately half the petition revocation requests originate from NVC for administrative reasons; fraud updates tracking databases and identifies the receiving USCIS office. For petition revocation requests initiated by consular officers, the FPU reviews the revocation memo for accuracy, and then follows he similar steps to update databases and forward to USCIS.

Fraud receives reaffirmed petitions and revocation notices from USCIS following petition revocation requests and updates NVC records.

Currently the majority of cases returned to USCIS are in the form of paper but as electronic processing increases posts, NVC’s fraud unit and USCIS will use a shared application known as the Petition Electronic Routing Tool (PERT). This tool will eliminate the mailing of paper cases and provide all interested parties with more visibility into the status of these cases.

At NVC, the government employs a Fraud Prevention Manager, Deputy Fraud Prevention Manager, and a USCIS Fraud Detection and National Security officer on-site to provide oversight and support of the Fraud Prevention program. The government foresees continued centralization of fraud functions to promote standardization and efficiency.

19. Information Technology IT/Systems – 4. Management Services: 4.2 Information Systems Management

NVC’s information technology team supports overall consular center operations through “help desk ticket” resolution, querying of databases, transmission and receipt of data files from other agencies, maintenance of a strong cybersecurity posture, and thorough creation and maintenance of NVC-specific programs.

Although many of IT’s tasks require technical expertise, it is expected that the team collaborate and engage in effective communication with NVC’s many partners, to include CA’s Office of Consular Systems and Technology (CST) as well as other entities, such as the Bureau of Information Resource Management (IRM).

The IT team must ensure that all NVC technical operations adhere to 5 FAM policies, and that all information technology systems meet minimum specifications through compliance with Federal Information Processing Standards and Series 800 Special Publications.

The IT team supports NVC during all hours of operation; staff is allocated to ensure adequate coverage across all shifts. IT staff occasionally work non-standard hours to support changes.

The IT team offices are in the National Visa Center main building, but staff provides support to Mary Ryan building employees during all hours of operation.

The IT unit must employ staff that can develop and maintain a diverse array of tools to support the legacy IVIS system.

A more detailed look into NVC’s computing and hardware environment is included within the reading room documentation.

20. Document Review (paper files) and Modernized Immigrant Visa (MIV) (online submissions) –

1. National Security Services: 1.1 Case Fulfillment

Document Review reviews forms and documents submitted by petitioners and applicants for their completeness and accuracy to better assist overseas posts in making an adjudicatory decision regarding immigrant visas. During this review, the goal is to ensure that the following criteria is met:

o all applicable fees, such as the Affidavit of Support Fee and Immigrant Visa Application

Fee(s), are paid o all required documents, such as Affidavit of Support Form (s) with financial supporting documents and each applicant’s online Immigrant Visa Application (also known as a DS-

260) and associated civil documents, are submitted

Using a pull report that identifies cases that meet the forms and fee criteria, the File Management team will pull all eligible files from the File Room to bring to Document Review.

Once a case is delivered to the unit, the processor analyzes the applicants’ Immigrant Visa Application Form in the Consolidated Consular Database (CCD). The processor updates status of forms and fees received in the IVIS database.

All of the Document Review procedures are based on 9FAM and Country Specific Civil Documents Tables. Processors analyze submitted civil documents for the beneficiaries based on the guidelines included in the Country Specific Civil Documents Tables, which are available to the public.

Once the review is completed, a processor will prompt the system to generate correspondence that will be sent to case parties either via email address or physical address, depending on case parties’ contact information. This can result the following:

o marking the case as documentarily complete in IVIS in order to wait for visa availability or interview availability, or o sending a request to case parties for missing/incomplete or unacceptable documents/information, which requires the processor to identify the appropriate letter in the IVIS system.

Document Review team processes daily on average 1,200+ physical paper cases. Paper cases ready for review currently range from 1,000 to 2,000 per day, with this number on the decline as more cases process electronically via the PIVOT system.

Modernized Immigrant Visa (MIV) processing is transforming how the Department receives, processes, and adjudicates immigrant visas worldwide.

As of October 2018, 136 embassies and consulates are having new family-based data entry performed in PIVOT. However, the roll-out is not retroactive, and cases that are actively processing through our document review group will continue with the legacy paper processing.

An increased data entry requirement following receipt of the petition allows for faster and more accurate processing of documents in preparation for ensuring a case is documentarily complete.

Applicants are prompted to log into the Consular Electronic Application Center (CEAC) portal to submit forms and upload the scanned images of their documents. Applicants must upload a document to the categories provided to them in CEAC.

MIV processors review all incoming online mail submissions, with documents properly labeled to ensure a more efficient review than rifling through a paper package of documents that may be missing key required documents. A review of civil documents or of financial documents may result in the following outcomes:

o Pass Review:

i. If the forms are free of errors, and all the documentation is acceptable then the case is deemed documentarily complete.

ii. An informational email is sent to alert the visa applicant that NVC’s process is complete and the case was placed into the scheduling queue.

o Reject Review:

i. If there are deficiencies on the form(s), and or documents are missing, the case is placed on hold, and a message is sent to the applicant to make the necessary corrections.

ii. The applicant is able to view NVC’s feedback and make the corrections directly from their CEAC account.

iii. If during the second review the MIV processor determines the forms are free of errors, and all the documentation is acceptable then the case is deemed documentarily complete and placed into the scheduling queue.

MIV processors are expected to use PIVOT and CCD during review.

MIV receives a daily average of 1400 items for review each day, with the expectation that this will increase as fewer cases process via the legacy paper processing.

As we walk through Document Review you will notice that some workstations have paper cases while others don’t as the staff is performing the review of forms and documents from online submissions.