VSS 3.0 RFP - Attachment H - Timeliness and Quality Acceptance Criteria.docx

Solicitation #19AQMM18R0428 Section J, Attachment H

ATTACHMENT H – TIMELINESS AND QUALITY ACCEPTANCE CRITERIA

IV Fulfillment - Data Entry and Data Verification

Adoptions: Standard processing, to include all data entry and data verification functions, shall be completed not more than three (3) business days from receipt.

Special Immigrant Visa (SIV): 99% of cases processed within timeliness standard; receipt date is day after physical file received from USCIS, date file uploaded into system or day e-mail arrives in SIV mailbox; end date is the date a “Record of completion”, or its equivalent, is sent to the case party; the time that a case is in the FPU will not be counted against the timeliness standard.

Chief of Mission (COM): 99% of cases processed within timeliness standard; receipt date is day after physical file received from USCIS, date file uploaded into system or day e-mail arrives in SIV mailbox; end date is the date a Record of COM completion, or its equivalent, is sent to the case party; the time that a case is in the FPU will not be counted against the timeliness standard.

· Priority Date

· Approval Date

· Visa Symbol

· Post Code

· Principal Applicant Date of Birth

· Principal Applicant Country of Birth

· Derivative Date of Birth

· Principal Applicant Country of Birth

· Process Stage

· PA Alien #

SIV:

· Derivative country of birth

· Derivative date of birth

· Principal Applicant’s address

· Principal Applicant’s City

· Principal Applicant’s Country of Birth

· Principal Applicant’s Date of Birth

· Principal Applicant’s E-mail

· Principal Applicant’s Full Name

· Petitioner’s E-mail

· Post Code

· Qualified date entered

· Visa Classification

· Principal Applicant’s Passport/Tazkera Badge

· Principal Applicant’s HR Letter

· Principal Applicant’s Letter of Recommendation (LOR)

· Principal Applicant’s COM approval Letter

· Principal Applicant’s Date of Birth

· Principal Applicant’s E-mail address

· Principal Applicant’s Full Name

· Principal Applicant’s Place of Birth

· Employer’s contact information

· Marital Status

· Military Service

· Nationality

· Occupation

· Passport/Tazkera number

· Periods of U.S. Government Service

· Received Date

· Supervisor’s Contact information

· Supervisor’s Name/Title/Rank

· Principal Applicant’s Letter of Recommendation

· Principal Applicant’s Employee Badge number

· Principal Applicant’s H R Employment letter

· Principal Applicant’s Threat Statement

· Principal Applicant’s DS-157

· Principal Applicant’s Military Service Book (Iraq only)

· Principal Applicant’s Proof of Nationality

· Petitioner Address

· Petitioner E-mail address

· Petitioner Name

· Principal Applicant Address

· Principal Applicant E-mail Address

· Principal Applicant Name

· Principal Applicant Aliases

· Principal Applicant Gender

· Derivative Name

· Derivative Alias

· Action Code

· Legal Address

· Legal E-mail

SIV:

· Derivative Gender

· Petitioner’s E-mail

· Legal address

· Lawyer’s city

· Legal e-mail address

· Legal State

· Legal zip code

· Derivatives Alias

· Principal Applicant’s Alias

· Principal Applicant’s Gender

· Principal Applicant’s State

· Principal Applicant’s Zip Code

· Derivative Name

· Principal Applicant’s Alias

· Principal Applicant’s Gender

· Principal Applicant’s Mother’s name

· Principal Applicant’s Phone

· Principal Applicant’s highest level of education attained

· Legal Address

· Country of Residence

IV Fulfillment - Expedite for Child Status Protection Act (CSPA) and Child Citizenship Act (CCA) Age-Out

IV Fulfillment - Expedite to Post Cases

· Approval Date

· Visa Symbol

· Post Code

· Principal Applicant Date of Birth

· Principal Applicant Country of Birth

· Derivative Date of Birth

· Principal Applicant Country of Birth

· Process Stage

· Petitioner E-mail address

· Petitioner Name

· Principal Applicant Address

· Principal Applicant E-mail Address

· Principal Applicant Name

· Principal Applicant Aliases

· Principal Applicant Gender

· Derivative Name

· Derivative Alias

· Action Code

· Legal Address

· Legal E-mail

IV Fulfillment – Cases Newly Current by Dates for Filing Applications or Final Action Date (“Global Pulls”)

Processing activities include, but not be limited to: basic data entry and data validation, creating digital records and case files, filing and updating cases, and retrieving cases from storage.

· Approval Date

· Visa Symbol

· Post Code

· Process Stage

· Principal Applicant’s Date of Birth

· Principal Applicant’s Country of Birth

· Beneficiaries A#

· Derivative not entered/entered in error

· Derivative Date of Birth

· Derivative Country of Birth

· PTR/PA/AOR Email addresses

· Action Codes

· CSPA review, notes and coversheet

· Petitioner Address

· Petitioner Alias (PIVOT only)

· Principal Applicant Name

· Principal Applicant Aliases

· Principal Applicant Address

· AOR Name

· AOR Address

· Derivative Name

· Derivative Alias

IV Fulfillment – Document Review

Additional Submission Review: Document review for case completion shall be completed not more than ten (10) business days from the receipt of new submissions in response to request for additional documentation following initial review.

Routing Requests: Requests shall be reviewed and completed within ten (10) business days of inquiry receipt.

Initial Review: Receipt date is the day each document is received; end date is the day that all documents are reviewed and the system is updated appropriately.

Additional Submission Review: Start date is the day a case meets the criteria for review; end date is the day that all new documents are reviewed and the system is updated appropriately.

Routing Requests: Receipt date is the day as indicated by notation in the system; end date is the day the request is resolved.

· Visa symbol, priority date and approval date

· Biographical information verified and updated

· Acceptable DS260 reviewed and associated civil docs

· Acceptable AOS forms submitted and reviewed

· Case contact party information updated

· Action codes entered or cleared appropriately

· CSPA for all beneficiaries reviewed

· Derivatives listed appropriately in IVIS

· Qualified date entered PIVOT Cases:

· Documents uploaded right-side up

· Document is corner to corner

· Document is labeled correctly

· Document is legible

· Each document is uploaded separately

· Corrections requested as appropriate

· Documents status updated appropriately

DV Fulfillment - Data Entry and Data Verification

· Alias Tab

· Amount Not Entered in DVIS Correctly

· City/Country of Birth

· Country of Residency

· Current Address Country

· Current Address Type (US/Foreign)

· Derivatives City/Country of Birth

· Derivatives Date of Birth

· Derivatives Foreign State Chargeability

· Derivatives Name

· Derivatives Marital Status

· Derivatives Nationality

· Derivatives Relation

· Education

· Email Address

· Marital Status

· Notes/Discrepancy Tab

· Occupation

· Post Code

· Primary Applicant Nationality

· Required Documents Tab

· US Destination Address City/State

· US Destination Address Phone (Home)

· US Destination Address Phone (Other)

· US Destination Address Phone (Work)

· US Destination Address Street Line 1

· US Destination Address Street Line 2

· US Destination Address Zip Code/+4

· US Destination In Care of Field

· Verify Case is Current

· Verify Fee Paid

· Current Address in Care Of

· Current Address Phone (Home)

· Current Address Phone (Other)

· Current Address Phone (Work)

· Current Address Postal Code

· Current Address Source

· Current Address Street Line 1

· Current Address Street Line 2

· Derivatives Date of Birth Type

· Derivatives Education/Occupation

· Derivatives Gender

· Parent Tab

· Primary Applicant DOB Type

· US Destination Address Source

NIV Fulfillment - Data Entry and Data Verification

· Date of Birth in INK/CCD

· Document scanned

· File Scanned Under Post Code

· Gender in INK/CCD

· Given Name in INK/CCD

· Correct Hit Selected in INK

· Place Of Birth in INK/CCD

· Photo Capture

· Surname in INK/CCD

· Case Barcode in CAT-1 DB

· Date of Birth in CAT-1 DB

· Family Name in CAT-1 DB

· Gender in CAT-1 DB

· Given Name in CAT-1 DB

· Post Code in CAT-1 DB

· Place of Birth in CAT-1 DB

NIV Fulfillment - Data Entry and Data Verification

O, P, T, and U visa classes / designated as expedite: Processing, to include all data entry and data verification functions, shall be completed not more than one (1) business day from receipt.

· Beneficiary Surname

· Petitioner Name

· Scanning Incomplete/Illegible, Wrong Attachment

· Status Change

· Validity Dates

· Visa Class

· Alien Number

· Approval Date

· Beneficiary Given Name

· Country of Birth

· Country of Citizenship

· Date Obtained

· Date of Birth

· Date Signed

· Degree

· Education Level

· Field of Study

· Firm Address

· Firm Name

· Full Time Employment Check Box

· Group Name

· Hours Per Week

· Institution Address

· Job Title

· Name (Person Preparing Form)

· Name of Institution

· Organization (Legal Rep)

· Other Compensation

· Overseas Employer Name

· Person Signing Form

· Petitioner Address

· Phone Number

· Point of Contact

· Prepared Date

· Received Incorrect Priority

· Same as Legal Rep Box

· Social Security Number

· State \ Zip Code

· Surname

· Syntax/grammar error(s)

· Wages Per Week

· Wages Per Year

Investigation, Authentication and Analysis

· No duplicate petitioner records created

· Crucial attachments included

· Factually correct Information

· Escalate/refer case accurately and correctly

· Correct PIMS status

· No crucial typographical errors present

· Petitioner accurately and appropriately assigned

· Accurate DS-160 note

· True Legal Name correct

· Correct FEIN

· Citation Verification

· Failure to enter or incorrectly entered required petitioner record field in PIMS

· File Name

· Incorrectly Associate Parent/Subsidiary/Affiliate/Agent

Investigation, Authentication and Analysis

Document uploads: 99% of documents uploaded to the correct case in the applicable Government system (i.e., PIVOT, PERT, ECAS, etc.)

· Case number

· USCIS or post destination

· Entity name in ECAS

Quality Acceptance Criteria for Non- Critical Data Fields

· Reason for petition return

· Reason for USCIS petitioner revocation/reaffirmation (when applicable)

· Indication of system checks conducted

· Fraud indicators relevant to current petition, application, verification, or individual

· Grammar/Spelling/Syntax

Biometric Validation

For Expedited Passport Cases: Review completed not more than four (4) business hours after receipt of request.

Missed Photo Match: A gallery photo matches the applicant photo, but was not selected as a valid match before processing the case.

Not a Justified Match: A gallery photo was selected as a valid match, but does not have enough, or any, similarities to warrant a match.

Inquiry Management and Post Liaison - Written Communications

Customer Service: 95% of all responses exhibit professional and courteous customer service.

Inquiry Resolution: 80% of first responses achieve inquiry resolution.

· Auto-Text customized correctly

· Email Sent to correct Address

· Correct Attachments

· Correct Auto-Text Used

· Legal Representative Email Address

· Legal Representative Tab Address Phone (Home)

· Legal Representative Tab Address Phone (Other)

· Legal Representative Tab Address Phone (Work)

· Legal Representative Tab Address Postal/Zip Code/+4

· Legal Representative Tab Address Street Line 1

· Legal Representative Tab Address Street Line 2

· Legal Representative Tab Address Type

· Legal Representative Tab Firm

· Legal Representative Tab In Care Of

· Legal Representative Tab Name

· Professional Attitude/Tone (Patient/Pleasant)

Inquiry Management and Post Liaison - Written Communications

Customer Service: 95% of all responses exhibit professional and courteous customer service.

Inquiry Resolution: 80% of first responses achieve inquiry resolution.

· Auto-Text customized correctly

· Email Sent to correct Address

· Correct Attachments

· Correct Auto-Text Used

· Legal Representative Email Address

· Legal Representative Tab Address Phone (Home)

· Legal Representative Tab Address Phone (Other)

· Legal Representative Tab Address Phone (Work)

· Legal Representative Tab Address Postal/Zip Code/+4

· Legal Representative Tab Address Street Line 1

· Legal Representative Tab Address Street Line 2

· Legal Representative Tab Address Type

· Legal Representative Tab Firm

· Legal Representative Tab In Care Of

· Legal Representative Tab Name

· Professional Attitude/Tone (Patient/Pleasant)

Inquiry Management - Written Communications

Default: Receipt date is the day the communication is received; end date is the date the response is distributed.

SIV: Receipt date is day inquiry received in SIV mailbox; end date is the date correspondence is sent in answering the inquiry

· Default: 95% accuracy for all responses with regard to case progression and customer service attributes, related actions completed, and case notes updated.

· SIV: 99% accuracy for case progression attributes

Customer Service: 95% of all responses exhibit professional and courteous customer service.

Inquiry Resolution: 80% of first responses achieve inquiry resolution

· Giving information out to authorized inquirers only

· Providing correct case status

· Updating information accurately (Address/Email/Phone#)

· Escalating a request when needed

· Completing Standard Note

· Updating case information accurately per correspondence received (Process Stage, Visa Symbol, PTR/PA/Derv Biographic Data)

· Following proper procedures (MFL, CFRP, CSPA, AOR/G28/Mail)

Quality Acceptance Criteria for Customer Service Attributes

· Providing complete case status

· Utilizing training tools to answer questions

· Using plain language (i.e., not NVC jargon such as ACL, appointment post, etc.)

· Removing Qualified Date prior to updating a case (IVIS processing cases only)

· Accurate action code

Inquiry Management - High Priority

· Factual response

· Appropriate and professional response

· Accurate accounting and identification of privacy policy information to enable provision of detailed case status and/or other appropriate information)

· Completing a routing on a case when needed

· Information updated accurately (e.g., address, email, phone#, etc.)

· Action code accurately entered or cleared

· Correct/completed Standard Note

· Following proper procedures for handling of MFL ( Modified Follow up Letter), CFRP ( Cuban Family Reunification Program), CSPA ( Child Status Protection Act), AOR (Attorney of Record)/G28 /Mail)

· Training tools utilized to answer questions

· Case information is updated accurately per correspondence received (Process -Stage, Visa Symbol, and PTR (Petitioner)/PA (Applicant) /DERV (Derivative) Biographic Data).

· Qualified Date is removed prior to updating a case

· Factual response

· Appropriate and professional response

· Accurate accounting and identification of privacy policy information to enable provision of detailed case status and/or other appropriate information

· Completing a routing on a case when needed

· Information updated accurately (e.g., address, email, phone#, etc.)

· Correct/completed PIMS Note

· Proper use of appropriate resources (e.g. PCQS)

· Case information is updated accurately per correspondence received (Process -Stage, Visa Symbol, and PTR (Petitioner)/PA (Applicant) /DERV (Derivative) Biographic Data).

Inquiry Management - Public NIV Inquiries

· Factual and accurate response

· Appropriate and professional response exhibiting professional and courteous customer service

· Training tools utilized to answer questions

Inquiry Management - Telephone Communications

Agent Service Level: Agents shall answer calls within 45 seconds

Wait Times: Congressional and DV-related inquiries shall not exceed an average wait time of two (2) minutes; all other inquiries shall not exceed an average wait time of ten (10) minutes

Agent Service Level[footnoteRef:2]: 80% of calls answered within timeliness standard [2: Enforcement of this metric is dependent on the functionality of the Government call management software to consistently and accurately (to the Government’s satisfaction) capture and calculate this measurement]

Wait Times: 100% of answered calls included in wait time calculation

The start time is when it enters a call queue; the end time is when the call is answered.

- Correct responses given

- All required biographical information captured

- Maintain professional attitude, tone, and volume

- Answer within scope of NVC process

- Case routed when necessary

- Explain process correctly

- Complete information provided

- Correctly identify caller

- Confirm telephone number, email address and email

- Listen to caller’s questions thoroughly

- Ensure caller understands answer before ending call

- Refer/route to correct office as applicable

- Take control of call

- Update case information and save case in database

- Language used is public-facing (not internal NVC jargon or internal notes)

- Proper training tools utilized (manuals, scripts, etc.)

- Utilize correct and standard notes

Inquiry Management - Freedom of Information Act (FOIA) Requests

· Follow request on the FOIA tasker

· Correct FOIA number entered on the internal memo

· Verify internal doc number is in order and page numbers add up

· Hyperlinks provided

· Releasable docs highlighted

· Correct final letters sent

· Appropriate redactions

· Close out in MyData, as applicable

IV Fulfillment and Post Liaison - Outreach

Substantive responses to IV-related inquiries shall be provided not more than two (2) business days from receipt.

· Factual and accurate response

· Appropriate and professional response exhibiting professional and courteous customer service

· Training tools utilized to answer questions

Post Liaison - Interview Scheduling

· Only eligible applicants scheduled for interview (current by Final Action Date)

· Case scheduled per Post capacity

· All communications contain accurate information, including but not limited to: interview date, interview time, and interview location

· Communications sent for all scheduled, cancelled, and rescheduled appointments

· Notation left on all cases regarding cancellation or rescheduling in relevant Government database

NIV Fulfillment – Petitions and Supporting Mail

Note: “Petitions” and “Mail” refers to physical and electronic formats.

Note: In the case of electronic correspondence received by a Government-managed destination (e.g., individual or group e-mail account), receipt date is the date that the Government distributes the correspondence to a contract staff-managed destination.

IV Intake – Petitions and Supporting Mail

Supporting Mail: Opened, receipt logged into the appropriate Government system(s), and distributed to the appropriate unit for subsequent processing not more than two (2) business days from receipt

Note: “Petitions” and “Mail” refers to physical and electronic formats.

Petitions: Receipt date is first business day after petition file is received; end date is date petition is logged into appropriate visa processing system.

Supporting Mail: Receipt date is the first business day after the mail is received; end date is the business date that the mail is distributed to the appropriate unit for subsequent processing

Note: In the case of electronic correspondence received by a Government-managed destination (e.g., individual or group e-mail account), receipt date is the date that the Government distributes the correspondence to a contract staff-managed destination.

Site Support Services

Possession of property confirmed to the center Area Custodial Officer (ACO) not more than ten (10) business days from receipt.

Vehicle cleaning logs updated within one (1) business day of completing work.

Personnel Management

Secure, identify, and propose replacement key personnel for Government review within thirty (30) calendar days of notifying the Government about the pending vacancy.