2. Attachment 3.1 - Performance Work Statement.pdf

Attachment 3.1

Performance Work Statement (PWS)

Title: National Benefits Center (NBC) Records Operations Contract (ROC)

A. INTRODUCTION

This is a performance-based non-personal services contract. The Contractor shall provide all management supervision, labor, and materials necessary to execute a comprehensive solution that meets the Government’s requirements and deliverables while satisfying the performance requirements as set forth in this contract.

B. BACKGROUND

As a component of the Department of Homeland Security (DHS), U.S. Citizenship and Immigration Services (USCIS) administers lawful immigration to the United States and the U.S.

Naturalization process. The mission of the National Benefit Center (NBC) is to create and support the centralization of the pre-processing required to support the 88 Field Offices under Field Office Directorate (FOD). Applicants submit applications and petitions for benefits either electronically or paper filings to a Lockbox Operation which is then provided to the NBC. The NBC environment must remain extremely flexible to increasingly complex requirements and volatile workload volumes, necessitating a strategic shift from local specific and effort focused operations to service oriented and outcome focused operations.

USCIS requires contractual records support to receive and process fees associated with applications and petitions under the NBC’s jurisdiction, referred to in this document as the Lockbox. The Lockbox scans each application or petition (which may include data entry as appropriate to ensure data integrity) and performs receipting and depositing of all fees. The Lockbox provides the NBC all submitted applications or petitions for set up, processing, storage, adjudications by Government personnel and maintenance of files. The NBC also receives petitions or applications from Service Centers or other USCIS entities.

Although no contract employee or official is authorized to officially represent the USCIS to any other party, contract personnel must display decorum, dress, and behavior comparable to Government personnel. Daily production priorities will be established by the designated or alternate COR.

Internal and external forces are constantly influencing shifts in global immigration benefit operations. The global roll-out of the Modernized Electronic Immigration System (ELIS) initiative is one such shift. The Modernized Immigration System (MIS) constitutes a fundamental shift in global immigrant benefits operations from a primarily paper and logistics-based model to a predominantly digital and service-based model. ELIS is intended to streamline and integrate national security and customer-focused operations. Continuous digitization efforts will enhance the NBC’s ability to adapt to policy changes, cyclical workloads, and unforeseen challenges.

NBC has gradually continued transitioning from a paper-based logistics warehouse to a digital customer service operation with advanced fraud research and analytical capabilities in the immigration benefits pre-adjudication support sphere. The current immigration benefits services contract involves significant process and technology improvements (i.e. ELIS). As such, the next five-year contract will require a cadre of staff capable of supporting the enhanced national security mandate and sustaining and further developing the new processes, systems, and aforementioned digital enhancements.

C. SCOPE OF SERVICES

This section specifies the objectives to be fulfilled under a performance-based contract to address the National Benefit Center (NBC) program, which is currently operating out of : the National Benefit Center (NBC) in Lee’s Summit, Missouri, and the National Benefit Center (NBC) in Overland Park, Kansas and a Contractor facility.

The NBC service provider will perform non-inherently Governmental services that encompass a wide range of pre-processing activities in order to accomplish the mission essential functions required at the NBC. The NBC program requires the Contractor to manage the NBC in an integrated manner, with consistent and consolidated management reporting and oversight spanning the entire scope of services. Additionally, the Government expects the Contractor to support efforts to reengineer and continuously improve operating constructs, processes, and procedures in response to emerging policies, enterprise-wide processing software, and digital capabilities.

The Contractor shall ensure all applications and/or petitions have completed the necessary security checks and case preparation to become ready for adjudication by an officer or “Adjudicator Ready, meaning it has been determined by the government that a face to face interview is necessary with the applicant and all supporting documentation and evidence is present in the immigrant file(s) or it has been determined that a decision can be rendered without a face to face interview based on the merits of the submitted documentation or type of application. The Contractor must scan and/or upload Freedom of Information Act (FOIA) file requests into the appropriate USCIS systems.

All procedures and processes performed at the NBC must comply with the most current revision of the USCIS Records Policy Manual (RPM) including all Contractor functions and the most current versions of USCIS National Standard Operating Procedures (SOPs) which will be provided at award. The COR will notify the Contractor of changes in the immigration processes, laws, or regulations that effects work under this contract.

The Contractor shall provide services to ensure that USCIS is prepared to handle increases in application volumes. USCIS field offices and the NBC could be significantly impacted by workload growth due to immigration legislation or regulatory changes that may affect immigration in the United States. For contingency planning, the Field Operations Directorate (FOD) must have adequate resources to meet the needs of workload increases in a fluctuating and unpredictable immigration environment.

D. PERFORMANCE WORK STATEMENT TASK AREAS

D.1 CORRESPONDENCE MANAGEMENT

D.1.1 COURIER SERVICE (EXTERNAL)

Courier Service (External) is the transportation of file(s)/correspondence/mail by the Contractor using their leased truck between the locations below:

• Local DHS offices (within 50 miles radius)

• National Records Center (NRC)

• Federal Records Center (FRC)

• National Archive Records Administration (NARA)

• All NBC noted locations:

Lee’s Summit: 850 NW Chipman Road Lee’s Summit MO 64063 Overland Park: 7600 B W 119th St Overland Park KS 66213 Contractor Facility: 2640 McBaine Dr Lee’s Summit MO 64064

• United States Post Offices

Courier service (External) begins when file(s)/correspondence/mail are made available for pick up by the manifest team and is considered complete once the file(s)/correspondence/mail has arrived at the designated delivery location. Courier Service (External) is fulfilled and is considered countable for production purposes upon arrival at designated delivery location, regardless of any additional steps taken either to satisfy performance requirements or to continue processing at the designated location. Each trip (one pick up and delivery) will be considered one unit. The Contractor shall perform a minimum of two pickups and deliveries per workday.

Additional trips may be required dependent on COR discretion.

The Contractor shall be responsible for pick-up of the file(s)/correspondence/mail from the designated pick up location, movement to the dock area, staging in the dock area in preparation for transport, loading into the truck for transport, transport, and unloading at the designated drop off location. All courier’s service/tasks shall be completed in a safe manner and couriers shall maintain the appropriate certifications (i.e. forklifts, pallet jacks, etc.).

One trip is required daily to the National Records Center (NRC). Trips are required only as needed to the Federal Records Center (FRC) and National Archive Records Administration (NARA). Additional trips may be required dependent on COR discretion.

File(s)/correspondence/mail may contain classified information up to the Secret level. Couriers shall maintain a Secret Clearance and have a courier card in the event they transport classified material. The Contractor shall maintain a list of all couriers with a Secret Clearance. If updates or changes occur, the Contractor shall update the list accordingly within one business day and provide the courier list to the COR.

The Contractor must provide a vehicle(s) and fuel to perform retrieval of incoming mail, incoming and outgoing files, and non-scheduled expedited deliveries to and from the U.S. Post Office, local facilities, and other mail receiving locations (e.g., UPS, FedEx, DHL), and any other expedited mail service.

The Contractor must maintain the vehicle(s) to ensure that no deliveries are missed due to vehicle inoperability. If a Contractor vehicle is out of operation for any reason, (e.g., an accident, break-down, traffic violation or any other reason), the Contractor must immediately inform the COR. The Contractor must provide a replacement vehicle within three business hours from the time the vehicle becomes inoperable.

The Contractor must provide vehicle insurance, including liability coverage sufficient to ensure that the Government incurs no liability due to the Contractor’s negligence in the operation of its vehicles. The Contractor must provide a current certificate of insurance to the COR and Contract Officer (CO) prior to commencing performance.

The Contractor must certify that all Contractor-furnished vehicles and vehicle operators comply with all local, state, and Federal regulations including, but not limited to safety, licensing, liability, and environmental concerns. Problems encountered by failure to comply with these regulations must not excuse failure to perform any of the services required under this contract.

The Contractor must provide proof that all vehicles used in performance of this contract have been inspected by the state in which the vehicle is registered. A current certificate of inspection must be furnished to the COR and CO. USCIS will not reimburse the Contractor for any fines due to non-compliance with local, state, and Federal regulations including liability for accidents or traffic violations.

The Contractor must maintain a list of all authorized licensed drivers, with copies of the drivers’ current license(s). Each driver must possess and carry a courier card in the event they knowingly or unknowingly transport Secret documents. This list and copies of licenses and courier cards must be updated no later than 24 business hours after a change occurs. A copy must be furnished to the COR and CO. The Contractor must establish and maintain a log documenting all courier trips and make the log available to the COR as requested. At a minimum, the log must contain the following information:

• Purpose of trip

• Date of trip

• Beginning mileage

• Ending mileage

• Total mileage

• Name and address of beginning and destination locations

• Include notation of fueling stops and provide copies of fuel invoices

The Contractor shall provide a report logging courier trips and operating expenses - see PWS Section I – Deliverables and Performance Requirements.

D.1.2 INCOMING FILES

Incoming Files may be received from the following locations, but is not limited to these locations:

• Lockbox

• FRC

• NRC

• DHS Location - Field Offices

• Service Centers

• Other Governmental sources

The Incoming Files task begins when a physical file(s) arrives at one of the NBC locations and the Incoming Files task is fulfilled. Considered countable for production purposes once completion of received function or new add function in the appropriate system, regardless of any additional steps taken either to satisfy performance requirements or to continue processing at the designated location.

The Contractor shall receive a manifest from the sender such as the Lockbox, Service Center, or other government entities and record how they control receipt of incoming or returned records and file(s).

The Contractor shall update all incoming files in USCIS file tracking systems upon arrival into facility and In Accordance With (IAW) the RPM.

The Contractor shall safeguard classified national security information in accordance with Executive Order 13526. The Contractor shall handle classified information in accordance with Management Directive MD-140-001. The Contractor shall immediately notify the local USCIS POC upon discovery of classified national security information.

Reference: USCIS Mail Management Guidance

The Contractor shall report incoming and returned record(s) and file(s) – see PWS Section I – Deliverables and Performance Requirements.

D.1.3 INCOMING MAIL

Incoming Mail is considered physical mail received from USPS and/or packages received from FedEx, DHL, and/or UPS at the NBC by means other than courier service. Upon opening of physical mail and/or packages received, the file(s) within will be considered Incoming Files.

Incoming Mail tasks begin upon arrival of mail at one of the NBC locations. Incoming Mail task is fulfilled and is considered countable for production purposes upon placement into the designated pick-up location, regardless of any additional steps taken either to satisfy performance requirements or to continue processing at the designated location.

The Contractor shall be responsible for x-raying all mail, opening mail in a secured room or other designated area(s), date and time stamping reflecting the date of receipt into the location, placement of mail into the designated pick-up location, which may include information classified up to the Secret level. The Contractor must maintain all appropriate mail logs in accordance with the RPM and Mail Management Directives.

The Contractor shall reference the Certified Mail Logbook in order to determine the appropriate location for the returned certified mail receipt “greenie” for interfiling purposes.

The Contractor shall be responsible for all mail, including secure mail, registered mail, and special handling mail while in the possession of Contractor personnel. A minimum of two Contractor personnel shall be present while mail is opened and processed. A minimum of one Contractor personnel shall possess a security clearance at the Secret level and shall be present during the opening and processing of incoming mail. A Department of Defense (DoD) Contract Security Classification Specification Form 254 (DD254) will be made a part of the contract requiring a Facility Clearance at the Secret level or above for any prime or sub-contractor employee who performs work requiring a Secret clearance.

The Contractor shall safeguard classified national security information in accordance with Executive Order 13526. The Contractor shall handle classified information in accordance with Management Directive MD-140-001. The Contractor shall immediately notify the local USCIS POC upon discovery of classified national security information.

USCIS will provide and maintain x-ray and date and time stamp equipment, see PWS Section P

– Equipment Available for Use. The Contractor must presort mail based on urgency, sensitivity, and special classification and provide additional processing as required and defined by USCIS [see Records Policy Manual (RPM)] and local USCIS policy. USCIS will provide x-ray training annually or as needed.

Non USCIS couriers can deliver to the Lee’s Summit or the Overland Park main building ONLY. The contractor is responsible for the signing for the package, Federal Protective

Service (FPS) is responsible for x-raying the package at the front entrance and then the contractor is responsible for processing the package.

The Contractor shall provide a report of incoming mail volumes and the certified mail logbook -see PWS Section I – Deliverables and Performance Requirements.

Handling suspicious mail and/or packages:

OSI Handling Suspicious Packages and Mail

Handling PII and SPII spills:

Privacy Fundamentals and Safeguarding PII

D.1.4 OUTGOING MAIL

Outgoing Mail is considered any physical mail and/or packages to be sent by means other than courier service (i.e. USPS, FedEx, etc.). Outgoing Mail task begin when mail items are made available to the Contractor, such as pick up from officer buckets, or Contractor printed notices.

Outgoing Mail task is fulfilled and is considered countable for production purposes when made available to couriers for delivery to its designated location, regardless of any additional steps taken either to satisfy performance requirements or to continue processing at the NBC after one of the conditions described above occurs.

The Contractor shall collect and prepare outgoing mail from within the NBC facilities on a daily basis. Preparation shall include, but is not limited to sorting, folding, stuffing, recording, and applying proper postage amounts to various forms of system generated notices, correspondence and other bulk correspondence.

The Contractor shall package shipments for safe transport in compliance with postal regulations, shipper requirements, RPM, Mail Management Directive, and USCIS Policy.

The Contractor shall process outgoing mail using established procedures, using the correct postage requirements IAW the RPM and the US Postal Service or other contract carriers.

The Contractor shall provide additional shipper documentation (UPS, FedEx, USPS, DHL or other carrier’s electronic tracking or shipping program) and package the correspondence for safe transport in compliance with postal regulations, shipper requirements, RPM, Mail Management Directive, CHAP, US Postal Service, Secure Mail Initiatives, USCIS Policy and other contract commercial carriers.

The Contractor shall track special handling mail and maintain a Certified Mail Logbook to record each piece of certified mail and include the following:

• Certified mail number of the article https://connect.uscis.dhs.gov/org/MGMT/OSI/Documents/Suspicious-Packages.pdf https://connect.uscis.dhs.gov/org/PVY/Documents/Privacy%20Fundamentals.pdf https://connect.uscis.dhs.gov/org/PVY/Documents/Safeguarding%20PII.pdf

• Name and address of recipient

• Postage cost

• Any information required such as the sender of sending unit

The Contractor shall maintain daily control logs, monitor and report postage/ shipping expenses, and follow-up of problem shipments. The Contractor shall provide report of outgoing mail volumes and interfiling – see PWS Section I – Deliverables and Performance Requirements.

D.1.5 OUTGOING FILES

Outgoing Files is considered any file(s) shipped from an NBC facility to an external location via a commercial courier. Outgoing Files task begins when it has been determined that a file(s) needs to be shipped to an external stakeholder. Outgoing Files task is fulfilled and is considered countable for production purposes when physically shipped, regardless of any additional steps taken either to satisfy performance requirements or to continue processing at the NBC after one of the conditions described above occurs.

The Contractor shall retrieve outgoing file(s) from the designated areas (i.e. file room, outgoing drop boxes, etc.) and electronically transfer the file(s) to the designated File Control Office (FCO), ICE, CBP, RDF, NVC, Service Centers, HBG, and the NRC IAW the RPM. The Contractor shall have an electronic method for collecting commercial courier tracking numbers, tracking of shipments and individual file(s) shipped on a daily basis in accordance with all policies and procedures outlined in the appropriate USCIS systems.

The Contractor shall verify that all relating file(s) have been physically and electronically merged prior to transferring to the receiving office IAW the RPM and shipping.

The Contractor shall perform A-file transfers and other transactions, generating appropriate records in accordance with procedures outlined in the appropriate USCIS systems (i.e. CIS2 User’s Manual, RAILS, C3, etc.) in concert with the transfer of physical records, and in accordance with any and all local requirements as appropriate.

The Contractor shall notify the NBC RAILS Team if an error occurs or if a receipt/file is not electronically scanned/transferred out of the NBC properly in order to support the resolution of file transfer discrepancies and preserve file(s) location integrity.

The Contractor shall provide a report of file(s) not received at the designated location and maintain a manifest for all file(s) shipped – see PWS Section I – Deliverables and Performance Requirements.

D.1.6 MONETARY INSTRUMENTS

Monetary Instruments is considered the receipt of a check, money order or cash in incoming mail or in a file(s). Monetary Instruments task begins when identified during the processing of incoming mail or when found in a file(s). Monetary Instruments is fulfilled and is considered countable for production purposes when the monetary instrument has been delivered to the appropriate Records POC.

The Contractor shall handle fees, date and time stamp, record, log, and track in accordance with the RPM and NBC policies. The Contractor shall notify and deliver monetary instruments to the appropriate Records POC. In the event the Contractor is unable to deliver monetary instruments to the appropriate Records POC, the Contractor shall notify the appropriate Records POC and secure the monetary instruments in the Contractor safe in the interim.

The Contractor shall ensure that two Contractors are present while monetary instruments are the responsibility of the Contractor to ensure the integrity of the chain of custody.

The Contractor shall provide a report of monetary instruments received or found in a file(s) at the NBC – see PWS Section I – Deliverables and Performance Requirements.

D.2 CASE PREPARATION

The Contractor must perform timely, complete and accurate File operations such as file storage and file transaction processing in accordance with the RPM, Naturalization Quality Procedures (NQP), HQ and local USCIS policies. The Contractor must be responsible for complete, orderly, trackable, and protective storage of all of the various types of file(s) and correspondence to be retained at the NBC’s locations and the accountability for file(s) entering or leaving storage. The Contractor must monitor the accuracy and integrity of the storage facilities, identifying and reporting current or potential deficiencies, and undertaking necessary corrective or preventative actions.

Case preparation is considered assembly of various applications or petitions received from the Lockbox or Service Center facility in accordance with USCIS policies and procedures. Manual assembly is considered, but not limited to affixing fasteners, inserting into file folders, affixing bar code labels, inventory labels, and other types of labels to folders, inserting and updating actions taken on processing worksheets in accordance with USCIS policy and procedures in the appropriate USCIS systems. Electronic assembly is considered, but not limited to, the processing of any or all ELIS case queues and/or USCIS systems.

Violence Against Women Act (VAWA) cases shall be handled with special care in accordance with USCIS and local policy and guidelines. The most important aspect is Privacy and Confidentiality in Public Services; A. Maintaining Confidentiality of VAWA, T, and U cases as stated in the CHAP Policy Manual and 8 U.S.C. 1367. CHAP Maintaining Confidentiality of VAWA, T, and U Cases.

Each case will only trigger a single Case Preparation fulfillment, regardless of any additional steps taken either to satisfy performance requirements or to continue processing at the NBC after one of the conditions described above occurs.

D.2.1 ELIS I-485 EB (765, 131, 140)

The Contractor shall:

• Validate, correct and update all A-numbers for cases that fall into ELIS A-number validation queue for electronic filings in applicable USCIS systems

• Verify receipt number has been relocated into the NBC C3 LAN

• Perform name and A number searches to locate existing file(s) related to applications or petitions, verify data, and file requests prior to assigning in any USCIS system

• Request any file(s) related to the application and petition filings from other File Control

Offices (FCOs) in 30-day intervals until file(s) are received. File(s) not received within 120 calendar days will be moved forward in the process or be referred to designated USCIS management with screen prints as evidence of request o If file is not received within 120 calendar days from the original file request date, the case should move to the next step in the process

• Relocate-in and/or receipt submitted I-485 Supplement J into the appropriate USCIS

System.

• Data Enter update and/or correct data from the I-485 Supplement J into National

Systems. (Up to 119 data fields possible)

• Update actions taken or process worksheet and affix to file per USCIS policies, procedures and RPM

• Screen applications and petitions for acceptability and completeness per USCIS directions, guidelines, and checklists o Issue system generated Request for Evidence (RFE) for missing items that are identified during the acceptability review.

o Update the appropriate USCIS systems to reflect RFE generation o The decisional database is provided by USCIS after award. (Checklist) Note:

Checklist updates or changes are allowed once per quarter with the allowance of two emergency checklist updates/changes. A total of no more than six changes/updates are allowed per one-year period. The changes are initiated by government personnel.

• Await arrival of I-140 o If I-140 is not received within 365 days, move the case to the next step in the process or be referred

• Merge all concurrently filed petitions and/or receipts except for I-765 or I-131s. (Refer to

PWS Section D.3.1 – File Merge if standalone) https://connect.uscis.dhs.gov/workingresources/CHAP/SitePages/Vol01-PartA-Chapter08.aspx#s-0 https://connect.uscis.dhs.gov/workingresources/CHAP/SitePages/Vol01-PartA-Chapter08.aspx#s-0

• Monitor electronic systems (ELIS queues and timeliness factors). Refer to ELIS Queue Chart.

• The Contractor shall schedule ASC appointment for fingerprints in accordance with SOP upon receipt of biometrics photo from the applicant. The Contractor shall schedule biometric appointments as required. (I-485 / I-765 / I-751)

D.2.2 ELIS I-485 FB (765, 131, I-129F, 130, IW, VAWA)

The Contractor shall:

• Validate, correct and update all A-numbers for cases that fall into ELIS A-number validation queue for electronic filings in applicable USCIS systems

• Perform name and A number searches to locate existing files related to applications or petitions, verify data, and file requests prior to assigning in any USCIS system

• Merge all concurrently filed petitions and/or receipts except for I-765 and I-131s. (Refer to PWS Section D.3.1 – File Merge if standalone)

• Request any file(s) related to the application and petition filings from other File Control Offices (FCOs) in 30-day intervals until file(s) are received. File(s) not received within 90 calendar days will be referred to designated USCIS management with screen prints as evidence of request.

o If file is not received within 90 calendar days from the original file request date, the case should move to the next step in the process

• Update actions taken or process worksheet and affix to file per USCIS policies, procedures and RPM

• Screen applications and petitions for acceptability and completeness per USCIS directions, guidelines, and checklists o Issue system generated Request for Evidence (RFE) for missing items that are identified during the acceptability review.

o Update the appropriate USCIS systems to reflect RFE generation o The decisional database is provided by USCIS after award. (Checklist) Note:

Checklist updates or changes are allowed once per quarter with the allowance of two emergency checklist updates/changes. A total of no more than six changes/updates are allowed per one-year period. The changes are initiated by government personnel.

• Remove concurrently filed ancillary receipts for separate processing, in accordance with NBC policies

• Monitor electronic systems (ELIS queues and timeliness factors). Refer to ELIS Queue Chart.

• The Contractor shall schedule ASC appointment for fingerprints in accordance with SOP

D.2.3 I-751 PETITION TO REMOVE CONDITIONS ON RESIDENCE

• Verify receipt number has been relocated in NBC C3 LAN

• Perform name and A number searches to locate existing files related to applications or petitions, verify data, and file requests prior to assigning in any USCIS system

• Merge all concurrently filed petitions and/or receipts except for I-765 and I-131s. (Refer to PWS Section D.3.1 – File Merge if standalone)

• Request any file(s) related to the application and petition filings from other File Control

Offices (FCOs) in 30-day intervals until file(s) are received. File(s) not received within 90 calendar days will be referred to designated USCIS management with screen prints as evidence of request.

o If file is not received within 90 calendar days from the original file request date, the case should move to the next step in the process

• Update actions taken or process worksheet and affix to file per USCIS policies, procedures and RPM

• Contractor shall check for open N-400

• The Contractor shall schedule ASC appointment for fingerprints in accordance with SOP

D.2.4 ELIS N Forms (i.e. N-336, N-400 MILNATZ, N-600, N-600K)

• Validate, correct and update all A-numbers for cases that fall into ELIS A-number validation queue for electronic filings in applicable USCIS systems

• Perform name and A number searches to locate existing files related to applications or petitions, verify data, and file requests prior to assigning in any USCIS system

• Request any file(s) related to the application and petition filings from other File Control Offices (FCOs) in 30-day intervals until file(s) are received. File(s) not received within 90 calendar days will be referred to designated USCIS management with screen prints as evidence of request.

o If file is not received within 90 calendar days from the original file request date, the case should move to the next step in the process

• Update actions taken or process worksheet and affix to file per USCIS policies, procedures and RPM

• Monitor electronic systems (ELIS queues and timeliness factors). Refer to

ELIS Queue Chart.

D.2.5 ADOPTIONS HAGUE AND NON-HAGUE

• Validate, correct and update all A-numbers for cases that fall into ELIS A-number validation queue for electronic filings in applicable USCIS systems

• Perform name and A number searches to locate existing files related to applications or petitions, verify data, and file requests prior to assigning in any USCIS system

• Request any file(s) related to the application and petition filings from other File Control Offices (FCOs) in 30-day intervals until file(s) are received. File(s) not received within 90 calendar days will be referred to designated USCIS management with screen prints as evidence of request.

o If file is not received within 90 calendar days from the original file request date, the case should move to the next step in the process

• Update actions taken or process worksheet and affix to file per USCIS policies, procedures and RPM

• Screen applications and petitions for acceptability and completeness per USCIS directions and guidelines. Perform data entry into ACMS. (Average 100 data fields possible). (I-600 A average data points = 80; I-600 average data points=26; I-800A average data points = 89; I-800 average data points = 26; and I-800A Sup 3 average data points =15) o Enter data for petitioner, create beneficiary or household member information over 18

Schedule Bios – NATIONAL ACCOUNTS SCHEDULING SYSTEM (NASS)

• Merge A and T files in addition to consolidate (two unlike numbers) files as needed.

(Refer to PWS Section D.3.1 – File Merge)

• Files will be moved from file assembly to merge/consolidations

• Perform pre-processing of online I-130 ELIS applications and paper applications

• Monitor electronic systems (ELIS queues and timeliness factors). Refer to ELIS Queue

Chart.

The Contractor must download, print, and assemble E-filed application when necessary.

Physical file and /or electronic (ELIS) - (Note only I-130s are in ELIS) Perform pre-processing of online I-130 and paper applications.

D.2.6 I-485 Asylee & Refugee

The Contractor shall:

• Validate, correct and update all A-numbers for cases that fall into ELIS A-number validation queue for electronic filings in applicable USCIS systems

• Perform name and A number searches to locate existing files related to applications or petitions, verify data, and file requests prior to assigning in any USCIS system

• Request any files related to the application and petition filings from other File Control Offices (FCOs) when applicable. Group family packs in Claims 3.

• Merge receipt cases into the A-file or T-file related to the receipt file when applicable per form type

• Update files in the appropriate USCIS system as needed

• Update actions taken or process worksheet and affix to file per USCIS policies, procedures and RPM

D.2.7 OTHER FORMS – 290B/470/300/601/336/360/539/102/824/690/694/698/817/130, I-

360 OTHER, ETC.

The Contractor shall:

• Validate, correct and update all A-numbers cases that fall into the ELIS A-number validation queue for electronic filings in applicable USCIS systems

• Perform name and A number searches to locate existing files related to applications or petitions, verify data, and file requests prior to assigning in any USCIS system

• Request any files related to the application and petition filings from other File Control Offices (FCOs) when applicable

• Merge receipt cases into the A-file or T-file related to the receipt file when applicable per form type

• Update files in the appropriate USCIS system as needed

• Update actions taken or process worksheet and affix to file per USCIS policies, procedures and RPM

• Screen applications and petitions for acceptability and completeness per USCIS directions and guidelines through monitoring electronic systems (ELIS queues and timeliness factors) as applicable

D.2.8 CIVIL SURGEON (CS)/I-910

• Create receipt number in the appropriate USCIS electronic system

• Create A-file jacket IAW the RPM

• Data enter Civil Surgeon application into NPWR (Minimal data entry required)

• Perform appropriate USCIS system searches as needed

D.2.9 STANDALONE SPECIAL IMMIGRANT JUVENILES (SIJ)

• Validate, correct and update all A-numbers cases that fall into the ELIS A-number validation queue for electronic filings in applicable USCIS systems

• Request any file(s) related to the application and petition filings from other File Control Offices (FCOs) in 30-day intervals until file(s) are received. File(s) not received within 90 calendar days will be referred to designated USCIS management with screen prints as evidence of request.

• Merge receipt cases into the A-file or T-file related to the receipt file when applicable per form type

• Update files in the appropriate USCIS system as needed

• Update actions taken or process worksheet and affix to file per USCIS policies, procedures and RPM

• Screen applications and petitions for acceptability and completeness per USCIS directions and guidelines through monitoring electronic systems (ELIS queues and timeliness factors) as applicable

The following table provides each form type that has ELIS queues that need to be worked. The table further reflects the designated party responsible for the ELIS queues whether it is contract or federal staff.

Table No. D.2 Table

ELIS Queue

I-

A do pt io n

N -4

I-

I-

I-

N -3

N -6

N -6

K

Timeliness

C on tr ac to r

Fe de ra l

319b Manual Name Harvesting

X X X 10 days from receipt of file

X

A-File Transfer Request Exception

X X X X X X X 2 days from receipt in queue

Abandonment Manual Name

X X X X 10 days from date in queue

Address Resolution

X X X X X X X X 3 days from

Appointment Request Failed

X X X X X 2 days from

ASC No Show

X X X X 2 days from

Case Reconciliation

X 3 days from

Contractor's Manual Review

X X Digital (DIG) cases 10 days from receipt in queue; A-files at NBC complete within 10 days of A-file arriving at the NBC; Non

DIG/No A-file at NBC - Move cases onward after 60 days in queue

Field Office Jurisdiction Assignment

X X N/A

Manual AOS Review - Contractor

X 5 days from the case falling into

Manual A- Number Validation/Issuan ce

X X X X X X X 2 days from

X X X X X X X X 19 days from date of interview (interview cases);

10 days from receipt in queue (non-interview cases); for N- 600/600K since there is no interview scheduled timelines will be managed based upon case availability in queue, picklists will be generated from this queue, and MNH will be completed within 19 days of receipt in queue

NBC Expedited Monitoring

X X 2 days from

Pre-Backend

TECS

Review

X X X X X X X 19 days from date of interview (interview cases);

2 days from receipt in queue (non-interview cases)

Pre-Backend TECS Review 319b

X X X 2 days from

Request DOD Military Check

X X X 2 days from

Interview Appointment Request Failed

X N/A

Interview Waived

X (Non-interview cases) Timeliness should be 2 days from receipt in

Pending Interview Scheduling

X N/A

Pre-process Decision Manual Name Harvesting

X X (Non-interview cases) These are cases that are going to be denied at the NBC which takes them out from interview scheduling.

Timeliness should be 2 days from receipt in queue.

X

Records Analyst's Manual A- Number Validation/Issuan ce

X X X X X

N/A

X

Records Analyst's Manual Address

X X X X X X

X

Record Analyst's Manual Review

X X X

Record's Case

X

Record's Analyst ASC No Show

X X N/A X

Review Abandonment Backend TECS

X N/A X

D.2.10 BASIC INTERFILING

Basic Interfiling is considered unsolicited correspondence that is sent by the applicant, attorney, other Government entity or generated internally and received at the NBC.

The Basic Interfiling task begins once the correspondence has been made available for the Contractor to interfile, if the correspondence requires an associated action then Basic Interfiling begins upon completion of the action. Basic Interfiling is fulfilled and is considered countable for production purposes when the interfiling has been properly secured in the associated file(s).

The Contractor shall stamp all correspondence with an Action Complete stamp, which contains their Responsible Party Code (RPC), File Control Office (FCO), and date of interfile, IAW RPM.

All system updates shall be completed in the appropriate USCIS systems prior to interfiling.

(See ELIS Scanning D.5.2. - If the case is considered an ELIS case, the Contractor shall scan the interfiling into ELIS.)

The Contractor shall pull any associated file(s) and ensure that all correspondence is properly secured in the file(s), per the RPM.

D.2.11 PRIORITY INTERFILING

Priority Interfiling is considered solicited correspondence that is sent by the applicant, attorney, other Government entity or generated internally (see list below) and received at the NBC.

The Priority Interfiling task begins once it has been made available for the Contractor to file.

Start time for actionable interfiling is once the action has been completed. Interfiling is fulfilled and is considered countable for production purposes when the interfiling has been properly secured in the associated file(s) and the appropriate USCIS systems have been updated.

The Contractor shall triage all physical and/or electronic correspondence that arrives at the NBC to determine if the interfiling is a priority in accordance with the RPM, which would be considered solicited correspondence such as:

• Request for Evidence (RFE)

• Notice of Intent to Deny (NOID)

• Motion to Reopen (MTR)

• Citizenship Immigration Services (CIS) system printouts

• Fingerprint/Name check (FP/NC)

• Application Support Center (ASC) Fingerprint Waivers

• Letterhead Memorandum (LHM) positive responses

• Identity History Summary (IdHS)/RAP sheets

• Operations letters (i.e. reporting of illegal activities)

• All Adoptions interfiling

• Interfiling generated at the NBC as part of the process

The Contractor shall triage all correspondence that arrives at the NBC to determine if the interfiling is a Request for Evidence (RFE) response (i.e. I-864, I-693, birth certificate, marriage certificate, etc.). If the case is considered an ELIS case, the Contractor shall scan the interfiling into ELIS. (See ELIS Scanning D.5.2)

The Contractor shall stamp all correspondence with an Action Complete stamp, which contains their RPC and date of interfile, IAW the RPM.

D.2.12 BIOMETRICS SCANNING

Biometrics Scanning is considered scanning of FD-258 cards or photographs that are received at the NBC from the applicant via the Lockbox or Incoming Mail.

Biometrics scanning task begins when the biometric data sent to the NBC is made available to Contractor. Biometrics Scanning is fulfilled and is considered countable for production purposes when the biometric data has been successfully uploaded into the appropriate system and CPAU has been notified.

The Contractor shall receive Incoming Mail from the Lockbox and scan fingerprints, photos and signatures. The Contractor shall enter or update data in the appropriate USCIS system and then notify CPAU.

D.2.13 REQUEST FOR EVIDENCE (RFE) VALIDATION

Request for Evidence (RFE) Validation is considered an acceptability review of USCIS solicited correspondence received from the applicant by Incoming Mail or electronically.

Request for Evidence (RFE) Validation task begins when incoming priority interfiling action has been completed. RFE validation is fulfilled and is considered countable for production purposes when the RFE review has been completed.

The Contractor shall review the submitted RFE and all associated file(s) to determine if the solicited request from USCIS has been fulfilled, as prescribed by USCIS.

The Contractor shall use an electronic decisional checklist to perform these tasks. The decisional checklist will be provided by USCIS after award.

D.2.14 TECS

TECS is considered the harvesting of all NAME(s)/DOB(s) variations within associated physical or electronic file(s) and electronic systems (i.e. ELIS, EDMS, etc.) to be processed through law enforcement systems in accordance with DHS and USCIS policies and National Background Identity and Security Check Operating Procedures (NABISCOP):

The performance of the TECS task begins under the following scenarios:

When Interview (Pre-scheduling) Ready

Under this scenario, The TECS task begins once the case is marked electronically “ready to schedule or interview ready”. TECS is fulfilled and is considered countable for production purposes once all NAME(s)/DOB(s) variations in accordance with DHS and USCIS policies and NABISCOP have been processed through the applicable law enforcement systems. NOTE:

File(s) may require reprocessing due to outside factors (i.e. Interfiling, over 180 days, etc.).

The Contractor shall provide a report reflecting the status of expiring TECS and correspondence (oversight for TECS over 180 days) at the NBC – see PWS Section I – Deliverables and Performance Requirements.

When Scheduled by the Field

The TECS task begins once the case is scheduled. TECS is fulfilled and is considered countable for production purposes once all NAME(s)/DOB(s) variations in accordance with DHS and USCIS policies and NABISCOP have been processed through the applicable law enforcement systems. NOTE: File(s) may require reprocessing due to outside factors. (i.e. interfiling, over 180 days, etc.).

Non-Interview Cases (VAWA/I-131/I-765/SIJ/Adoptions, etc.)

The TECS task begins once a work order has been generated I-765/I-131/SIJ or received requesting Interview Waivers (IW) or completion of PERFECT Adoptions, etc. TECS is fulfilled and is considered countable for production purposes once all NAME(s)/DOB(s) variations in accordance with DHS and USCIS policies and NABISCOP have been processed through the applicable law enforcement systems.

The Contractor shall perform alias reviews utilizing USCIS provided decision matrices or checklists. This task does not constitute a decision on the part of the Contractor regarding either the merits of the filing or a decision on the nature of fraud.

The Contractor shall complete TECs checks before the file(s) is sent to the Field Office for interview or processed by an officer at the NBC, unless directed by the COR or local policy.

D.2.15 SECURITY CHECKS

Security Checks is considered the gathering and matching of available biometric data such as fingerprint results/FBI name check results with cases electronically and physically in files.

Security Checks tasks begin once case prep is completed (See D.2 Case Prep). Security Checks task are fulfilled and are considered countable for production purposes upon matching of complete biometric data to the associated case electronically/physically and file/case has moved to the next step in the process (i.e. call up shelf).

The Contractor shall be responsible for querying applicable systems for biometric data, updating results in associated systems, matching results with associated file and identifying and moving completed cases/ family packs to next step in the process.

The Contractor shall be responsible for identifying cases with invalid Security Checks responses and notifying records POC. Invalid Security Checks include but are not limited to response of ERROR, NO DATA, results for a different person, 1X Unclassifiable, Masthead.

The Contractor shall process Security Checks results within 5 business days from the applicable system.

The Contractor shall process Security Checks through law enforcement systems in accordance with DHS and USCIS policies and NABISCOP.

D.3 FILE CONTROL AND MAINTENANCE

The Contractor shall be responsible for maintenance of file(s) under its control. The Contractor shall perform timely, complete and accurate file maintenance processing in accordance with the RPM, Headquarters (HQ) and local USCIS policies.

D.3.1 FILE MERGE

File Merge is considered the joining of contents of two or more file(s) relating to the same individual.

File Merge task begins upon receipt of an associated file(s) in RAILS (file tracking system) within the NBC. File merge task is fulfilled and is considered countable for production purposes once the physical and electronic merge has occurred.

The Contractor shall update physical file(s) and appropriate electronic systems in accordance with the RPM to ensure file(s) under the Contractor’s control are accurate, current, and complete.

CTR shall merge all concurrently filed receipts and/or petitions upon receipt. (See D.2 Case Prep if concurrently filed)

D.3.2 A-FILE CREATION

A-File Creation is considered the creation of records or recreation of records with information contained in documentation submitted to or provided by USCIS (applications or petitions) in accordance with USCIS regulations and policies to include the RPM.

The A-File Creation task begins once an application or petition or records is received physically or electronically without an A-number and in need of creation. A-File Creation is fulfilled and is considered countable for production purposes once electronic and physical creation has been completed.

The Contractor shall create the A-File using the following:

• Verify the applicant does not already have an A-number

• Verify the documents trigger A-file create in accordance with the RPM

• Create a bar code label with the A-number and affix on an empty jacket

• Verify that each assigned pre-printed A-file jacket number matches the electronic or automated identifier (when applicable, the NBC mostly maintains electronic A- numbers)

• Track used A-numbers in appropriate logs or spreadsheets

• Create the A-file in using at least the eight mandatory data elements in accordance with the RPM:

o A-number o FCO o Date File Opened (DFO) o Last name o First name o Date of Birth (DOB) o Country of Birth (COB) o Class of Admission (COA)

• If available enter the following additional data fields:

o Middle name o Aliases o Point of Entry o Sex o Country of Chargeability o Date of Entry o Father’s Name o Mother’s Name

Empty A-file jackets may be held as an electronic file(s) or physical preprinted file jackets.

(Exception: Classified files will be in the sole purview of USCIS. Upon identification of any classified file(s), the Contractor must immediately turn the file(s) over to the pre-designated parties in USCIS for proper handling and storage.)

The contractor shall be responsible for tracking all Empty File Jackets (EFJs) whether physical pre-printed jackets or electronic EFJ numbers. The tracking of all NBC EFJ numbers whether electronic or physical shall be IAW the RPM or as specified by on-site COR.

The Contractor shall provide a report of file(s) creations at the NBC – see PWS Section I – Deliverables and Performance Requirements.

D.3.3 FILE MAINTENANCE

File Maintenance is considered the physical and electronic maintenance, preservation, and destruction of files. Includes identification of duplicate file(s) or identification of damaged file(s) in need of recreation.

File Maintenance task begins upon identification of required maintenance. File Maintenance is fulfilled and is considered countable for production purposes upon completion of maintenance and proper destruction of PII.

File Maintenance can occur at any point of the process.

The Contractor shall perform maintenance and rehabilitation of files in disrepair.

The Contractor shall generate and affix electronic identification such as bar codes or other automated identifiers to applications, petitions, A-file, receipt file, T-file, W-file, and S-file jackets as appropriate.

The Contractor shall perform identification and correction of discrepant files such as incomplete, damaged, and oversized file(s). (See Duplicate Files D.5.3)

File Maintenance shall be performed IAW the RPM, specifically including to but not limited to the following:

• Replacement of file jackets

• ACCO fasteners

• No more than 3.5 inches

• No excessive rips or tears

• No…