2. Attachment 3.2 Performance Requirement Summary (PRS).pdf

NATIONAL BENEFITS CENTER RECORDS OPERATIONS CONTRACT

ATTACHMENT 3.2 PERFORMANCE REQUIREMENTS SUMMARY (PRS)

The Performance Requirements Summary (PRS) outlines the performance standards (i.e., selected service outputs of the contract) to be monitored and evaluated by USCIS to ensure that in-process service quality remains fully acceptable. The measurement for each performance standard is the minimum Performance Requirement (PR) of performance required to meet the standards acceptable within this contract. The PRS includes performance standards selected Performance Work Statement (PWS) tasks. The Records Policy Manual (RPM) is the official policy governing immigration information management. The RPM applies to all DHS employees and contractors who engage in the handling or use of immigration records.

Contract Management Auditors (CMAs) will monitor contractor performance using Standard Inspection Procedures (SIPs). In the process of monitoring contractor performance, the government may improve the PRS at any time by developing changes to the standards provided different PWS sections. Such changes to the PRS will be documented by a bi-lateral contract modification.

Operational days are Monday thru Friday excluding holidays or facility closures.

1 business day equals a continues 24-hour operational day.

1 business hour equals 1-hour time period within the operational day.

1 day equals 24 hours regardless of operations.

1 hour equals 60 minutes regardless of operations.

The Term NBC refers to the Lee’s Summit, Overland Park, and Contractor sites.

The following functional areas of PWS Sections D.1 through D.5 are addressed in the PRS tables below:

D.1 CORRESPONDENCE MANAGEMENT

D.1.1 Courier Service (External) D.1.2 Incoming Files D.1.3 Incoming Mail D.1.4 Outgoing Mail D.1.5 Outgoing Files D.1.6 Monetary Instruments

D.2 CASE PREPARATION

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

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

D.2.3 I-751 D.2.4 ELIS N Forms (i.e. N-336, N-400 MILNATZ, N-600, N-600K) D.2.5 Adoptions Hague and Non--Hague D.2.6 I-485 Asylee &Refugee

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

D.2.8 Civil Surgeon (CS)/I-910 D.2.9 Standalone Special Immigrant Juvenile (SIJ) D.2.10 Basic Interfiling D.2.11 Priority Interfiling D.2.12 Biometrics Scanning D.2.13 Request for Evidence (RFE) Validation D.2.14 Treasury Enforcement Communication System (TECS) D.2.15 Security Checks

D.3 FILE CONTROL AND MAINTENANCE

D.3.1 File Merge D.3.2 A-file Creation D.3.3 File Maintenance D.3.4 Change of Address (COA) D.3.5 Case Updates

D.4 FILE MOVEMENT

D.4.1 File Movement D.4.2 Internal File Request D.4.3 External File Request D.4.4 File Room Maintenance D.4.5 Courier Service (Internal)

D.5 DOCUMENT SCANNING AND MISSING, LOST AND DUPLICATE FILES

D.5.1 Freedom of Information Act (FOIA) Scanning D.5.2 Electronic Immigration System (ELIS) Scanning D.5.3 Missing, Lost and Duplicate Files D.5.4 Scan on Demand

D.1.1-Courier Service (External) Performance Requirement (PR)

Performance Standard Surveillance Method Performance Management

Disincentives

Accuracy - 98%

Timeliness - 98%

The contractor shall be responsible for pick-up of files, correspondence, and mail from the designated pick up location(s).

The Contractor shall pick-up and deliver files, correspondence, and mail to/from the US Postal Service, UPS Store, the National Records Center, National Archives Records Administration (NARA), the Overland Park site, contractor facility, and any other designated pick-up point within 24 business hours from arrival/delivery to the dock/mailroom.

One trip shall be required daily to the National Records Center (NRC). Trips shall be required only as needed to the Federal Records Center (FRC) and National Archive Records Administration (NARA).

The courier shall maintain a Secret clearance and carry a courier card at all times.

Contractor shall update the list of all couriers with a Secret Clearance within 24 hours of any update or changes to clearance levels.

• Random Sampling

• Observation

• Customer Feedback

Form

CMA reviews that the correspondence was picked up and delivered to the designated destination and in the specified time frame.

CMA also reviews that the courier Secret Clearance list is updated accurately and within the specified timeframe.

In accordance with FAR 52.214-4 Alternate 1 (A)(4), the contractor is required to correct all work that is less than the PR.

All rework will be at the expense of the contractor.

Instances of unacceptable performance will be noted in Contractor Performance Evaluations (CPARS).

D.1.2 Incoming Files Performance Requirement (PR)

Performance Standard Surveillance Method Performance Management Disincentives

Accuracy 98%

Timeliness 98%

All incoming files received from the Lockbox, Service Centers, NRC, FRC, DHS Location-Field Offices, and other governmental sources through USCIS systems shall be placed in but not limited to A-files, T-files, or Receipt files.

All incoming files to the NBC shall be updated in USCIS file tracking systems within 24 business hours of arrival into facility and in accordance with the RPM.

Files containing more than one part shall have a remark made in USCIS file tracking systems as to how many parts were received IAW NBC policy and COR discretion.

CPAU shall be notified of receipts not transferred out from the receiving facility into USCIS systems within 1 business day of receipt in the NBC.

(Ref: USCIS Mail Management Guidance)

Forms

CMA confirms incoming files are transferred in the specified timeframe and electronic systems are updated accurately.

In accordance with FAR 52.214-4 Alternate 1 (A)(4), the contractor is required to correct all work that is less than the PR.

All rework will be at the expense of the contractor.

The disincentive is based upon the percentage achieved less the PR:

Disincentives will be applied to both timeliness and accuracy at a fixed dollar amount of $1,000 for each percentage point less the PR. Partial percentages will follow the round half up rule so .50 and above will be rounded up to the next whole number and below.50 will be rounded down. Overall disincentive for this PR is NTE $5,000 or 5% of total monthly CLIN value whichever is higher.

Instances of unacceptable performance will be noted in Contractor Performance Evaluations (CPARS).

Example: Accuracy: Requirement 98% Achieved: 96% 98-96 = 2 x $1,000 = $2,000

Timeliness: Requirement 98% - 98% = 0% [Accuracy Disincentive $2,000 + Timeliness Disincentive $0 = $2,000 TOTAL Disincentive]

This is an example for Requirements that have partial percentages:

Accuracy: Requirement 98% Achieved: 96.8% 98-97 = 1 x $1,000 = $1,000

Timeliness: Requirement 98%

Achieved: 96.4% 98-96 = 2 x $1,000= $2,000 [Accuracy Disincentive $1,000 + Timeliness Disincentive $2,000 = $3,000 TOTAL Disincentive]

D.1.3 Incoming Mail Performance Requirement

(PR)

Performance Standard Surveillance Method Performance

The contractor shall be responsible for all mail, including secure mail, registered mail, and special handling mail while in the possession of contractor personnel.

The contractor shall be responsible for x-raying all mail, opening mail in a secured room or other designated area(s) while in the possession of contractor personnel.

All incoming mail received at the NBC shall be stamped with time processed, date delivered, and the facility received into (NBC).

The contractor shall log, process, and deliver incoming mail to the designated destination(s) within 1 business day of receiving the mail at the NBC and special handling mail within 4 business hours of receiving the mail at the

NBC.

A minimum of two contractor personnel shall be present while mail is opened and processed; one of which shall possess a security clearance at the Secret level.

The contractor shall maintain all appropriate mail logs IAW the RPM and Mail Management Guidance.

Registered Mail shall have a certified/registered mail log kept IAW the RPM, CHAP, and Mail Management Guidance.

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.

Unattended or Unprocessed mail shall clearly identified and logged IAW NBC procedures and COR discretion.

The contractor shall safeguard classified national security information in accordance with Executive Order 13526.

Handle classified information in accordance with

• Random Sampling

• Customer Feedback Form

The CMA reviews that the correspondence was processed within 1 business day of receipt in the NBC, x-rayed, opened in the Secured Room, contents validated, stamped, mail logs maintained, and special handling mail processed within 4 business hours of receiving the mail at the NBC. The CMA reviews the clearance level and number of contractor personnel present during the process.

In accordance with FAR 52.214-4 Alternate 1 (A)(4), the contractor is required to correct all work that is less than the PR.

All rework will be at the expense of the contractor.

The disincentive is based upon the percentage achieved less the PR:

Disincentives will be applied to both timeliness and accuracy at a fixed dollar amount of $1,000 for each percentage point less the PR. Partial percentages will follow the round half up rule so .50 and above will be rounded up to the next whole number and below.50 will be rounded down.

Overall disincentive for this PR is NTE $5,000 or 5% of total monthly CLIN value whichever is higher.

Instances of unacceptable performance will be noted in Contractor Performance Evaluations (CPARS).

Example: Accuracy:

Requirement 98% Achieved: 96% 98-96 = 2 x $1,000 = $2,000

Timeliness: Requirement 98% - 98% = 0%

Management Directive MD-140-001. Follow USCIS PII, SPII Safeguard, reporting, spill guidance.

https://connect.uscis.dhs.gov/org/PVY/Documents/Priva cy%20Fundamentals.pdf https://connect.uscis.dhs.gov/org/PVY/Documents/Safeg uarding%20PII.pdf

[Accuracy Disincentive $2,000 + Timeliness Disincentive $0 = $2,000 TOTAL Disincentive]

This is an example for Requirements that have partial percentages:

Accuracy: Requirement 98% Achieved: 96.8% 98-97 = 1 x $1,000 = $1,000

Timeliness: Requirement 98% Achieved: 96.4% 98-96 = 2 x $1,000= $2,000

[Accuracy Disincentive $1,000 + Timeliness Disincentive $2,000 = $3,000 TOTAL Disincentive] https://connect.uscis.dhs.gov/org/PVY/Documents/Privacy%20Fundamentals.pdf https://connect.uscis.dhs.gov/org/PVY/Documents/Privacy%20Fundamentals.pdf https://connect.uscis.dhs.gov/org/PVY/Documents/Safeguarding%20PII.pdf https://connect.uscis.dhs.gov/org/PVY/Documents/Safeguarding%20PII.pdf

D.1.4 Outgoing Mail

Requirement

(PR)

Performance Standard Surveillance Method Performance

The contractor shall collect and prepare outgoing mail from within the NBC facilities on a daily basis.

Outgoing Mail shall be processed using established procedures, using the correct postage requirements in accordance with the RPM and the US Postal Service or other contract carriers.

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.

Outgoing mail shall be processed within 24 business hours of receipt in designated pickup points and the mailroom.

The contractor shall provide shipper documentation and package the correspondence for safe transport in compliance with postal regulations, shipper requirements, RPM, Mail Management Directive, Secure Mail Initiatives, and USCIS Policy.

The contractor shall track special handling mail and maintain a Certified Mail Logbook to record each piece of certified mail.

The contractor shall maintain daily control logs;

monitor and report postage/ shipping expenses, and follow-up of problem shipments.

CMA reviews that outgoing correspondence has the correct postage and all mail logs/reports are accurate and up to date.

In accordance with FAR 52.214-4 Alternate 1 (A)(4), the contractor is required to correct all work that is less than the PR.

All rework will be at the expense of the contractor.

Instances of unacceptable performance

D.1.5 Outgoing Files Performance Requirement

(PR)

The contractor shall retrieve outgoing files from the designated areas (i.e. file room, outgoing drop boxes, etc.) and electronically transfer the file(s) to the appropriate File Control Offices (FCOs), ICE, CBP, RDF, NVC, Service Centers, HBG, and the NRC IAW the RPM.

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

Outgoing files shall be updated as Send External in USCIS systems before being shipped.

Files shall be consolidated before shipment. Shipping manifest database shall be updated with all outgoing file information within 24 business hours of being marked Send External in USCIS systems.

Files shall be shipped with within 48 business hours of being marked Send External in USCIS systems.

Interview pick lists cases shall be shipped to the field office 16 calendar days before the scheduled interview.

VAWA files shall be shipped to the field within 2 business day of TECS completion.

Interview Waiver files shall be shipped to the field within 10 business days of TECS completion or as directed by the COR.

Files located on the adjudicative hold shelves shall stay on the shelf until the designated hold time frame expires; once expired, files shall be shipped within 5 business days of expiration of designated hold time frame.

Forms

• Observation

The CMA reviews NBC/USCIS systems and compares information to RAILS and the Shipping Manifest Database to ensure files have been transferred to the appropriate location and in the specified amount of time.

NBC/USCIS systems are reviewed to ensure receipts have been updated accurately.

Alternate 1 (A)(4), the contractor is required to correct all work that is less than the PR.

All rework will be at the expense of the contractor.

The disincentive is based upon the percentage achieved less the PR:

Disincentives will be applied to both timeliness and accuracy at a fixed dollar amount of $1,000 for each percentage point less the PR. Partial percentages will follow the round half up rule so .50 and above will be rounded up to the next whole number and below.50 will be rounded down. Overall disincentive for this PR is NTE $5,000 or 5% of total monthly CLIN value whichever is higher.

Instances of unacceptable performance will be noted in Contractor Performance Evaluations (CPARS).

Example: Accuracy: Requirement 98% Achieved: 96% 98-96 = 2 x $1,000 = $2,000

Timeliness: Requirement 98% - 98% = 0% [Accuracy Disincentive $2,000 + Timeliness Disincentive $0 = $2,000 TOTAL Disincentive]

Files with open receipts being shipped to other Service Centers shall be relocated out in USCIS systems before being shipped.

The contractor shall have an electronic method for collecting commercial courier tracking numbers, tracking of shipments and individual files shipped on a daily basis.

(Ref: USCIS Mail Management Guidance)

This is an example for Requirements that have partial percentages:

Accuracy: Requirement 98% Achieved: 96.8% 98-97 = 1 x $1,000 = $1,000

Timeliness: Requirement 98% Achieved: 96.4% 98-96 = 2 x $1,000= $2,000

[Accuracy Disincentive $1,000 + Timeliness Disincentive $2,000 = $3,000 TOTAL Disincentive]

D.1.6 Monetary Instruments

Requirement (PR)

Performance Standard Surveillance Method Performance

Accuracy 100%

Timeliness 100%

Monetary instruments received in the NBC shall be date and time stamped, secured, tracked, logged, and delivered to the Records POC within 4 hours of delivery in the mailroom.

In the event the contractor is unable to deliver monetary instruments to the appropriate Records POC, the contractor shall secure the monetary instruments in the contractor safe in the interim.

Monetary transactions shall have two individuals (one with Secret Clearance) in the mailroom at all times during processing to ensure the integrity of the chain of custody.

(Ref: USCIS Mail Management Guide) link

• Random Sampling

• Observation

• Customer Feedback

Forms

The CMA reviews that the monetary instruments were tracked and processed IAW the RPM/Mail Management Guide and National Benefits Center within the specified amount of time.

The CMA reviews the clearance level and number of contractor personnel present during the process.

Alternate 1 (A)(4), the contractor is required to correct all work that is less than the PR.

All rework will be at the expense of the contractor.

Instances of unacceptable performance will be noted in Contractor Performance https://connect.uscis.dhs.gov/org/MGMT/ADMIN/MailMgmt/Pages/default.aspx

D.2.1 I-485 Employment Based (765,131,140) Performance

Accuracy 97%

Timeliness 97%

Applications/petitions received from the Lockbox, Service Centers, or through USCIS systems shall be front end processed within 10 business days of receipt in Center and IAW the Center Policies.

System searches of name and A-number shall be conducted and relating applications/petitions/A and T-files shall be ordered.

The contractor shall 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 shall be moved forward in the process. Contractor shall update open applications with correct A-number for applicant in USCIS systems.

The contractor shall merge concurrently filed applications/petitions (that are not ancillary receipts) into the corresponding A or T-file in which they are filed.

AOS family members that file together through the Lockbox and/or I-485 designation shall be grouped in USCIS systems.

Lockbox CRU shall be data entered within 24 hours of receipt into the queue. Updated actions taken shall be notated on process worksheet and affixed to file per USCIS policies, procedures and

RPM.

Supplement J applications shall be relocated in, receipted, modified, and correct data contained in Supplement J documents into national systems submitted to or provided by USCIS within 3

• Random Sampling

• Customer Feedback Form

The CMA monitors all front-end processes to ensure they are completed accurately and IAW the Center Policies, including USCIS system updating.

The CMA monitors the incoming files to see they are fully front-end processed within the specified amount of time.

The CMA also monitors the Lockbox virtual CRU to make sure the virtual files are processed accurately and within the specified amount of time.

The CMA will also use computer generated reports as a means of surveillance.

In accordance with FAR 52.214-4 Alternate 1 (A)(4), the contractor is required to correct all work that is less than the PR.

All rework will be at the expense of the contractor.

The disincentive is based upon the percentage achieved less the

PR:

Disincentives will be applied to both timeliness and accuracy at a fixed dollar amount of $1,000 for each percentage point less the PR. Partial percentages will follow the round half up rule so .50 and above will be rounded up to the next whole number and below.50 will be rounded down. Overall disincentive for this PR is NTE $5,000 or 5% of total monthly CLIN value whichever is higher.

Instances of unacceptable performance will be noted in Contractor Performance Evaluations (CPARS).

Example: Accuracy: Requirement 97% Achieved: 96% 97-96 = 1 x $1,000 = $1,000

Timeliness: Requirement 97% - 97% = 0% business day of receipt in the unit. If the I-140 is not received within 365 days the case shall be moved to the next step in the process or be referred.

Initial Evidence Checklist shall be conducted on applications/petitions for acceptability and completeness per USCIS directions, guidelines, and checklists.

The entire file shall be reviewed for initial evidence. System generated Request for Evidence (RFE) for missing items that are identified during the acceptability review shall be processed IAW Outgoing Mail.

Contractor shall update the appropriate USCIS systems to reflect RFE request initiated when an RFE is produced through the Initial Evidence Checklist.

Contractor shall attach processing coversheet/worksheet to file per NBC policies and COR discretion.

The contractor shall remove concurrently filed ancillary receipts and route in accordance with NBC policies.

Contractor shall process cases via the electronic systems (ELIS queues and timeliness factors).

Refer to ELIS Queue Chart below.

Regressed Visas shall be identified by a coversheet to show FCO and date. Cases shall be data entered into USCIS systems and case type selected.

[Accuracy Disincentive $1,000 +

$1,000 TOTAL Disincentive]

This is an example for Requirements that have partial percentages:

Accuracy: Requirement 97% Achieved: 95.8% 97-96 = 1 x $1,000 = $1,000

Timeliness: Requirement 97% Achieved: 95.4% 97-95 = 2 x $1,000= $2,000

[Accuracy Disincentive $1,000 +

D.2.2 I-485 Family Based (765,131, 129F, 130, IW, VAWA) Performance

Applications/petitions received from the Lockbox, Service Centers, or through USCIS systems shall be front end processed within 10 business days of receipt in Center and IAW the Center Policies.

System searches of name and A-number shall be conducted and ordering of relating applications/petitions/A and T-files.

The contractor shall 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 shall be moved forward in the process.

Merge concurrently filed applications/petitions (that are not ancillary receipts) into the corresponding A or T-file in which they are filed.

Contractor shall update open applications with correct A-number for applicant in USCIS systems.

AOS family members that file together through the Lockbox and/or I-485 designation shall be grouped in USCIS systems.

Initial Evidence Checklist shall be conducted on applications/petitions for acceptability and completeness per USCIS directions, guidelines, and checklists.

The entire file shall be reviewed for initial evidence.

System generated Request for Evidence (RFE) for missing items that are identified during the acceptability review shall be processed IAW Outgoing Mail.

The contractor shall attach processing coversheet/worksheet to file per NBC policies and COR discretion.

• Random Sampling

• Customer Feedback

Forms

The CMA monitors all front-end processes to ensure they are completed accurately and IAW the Center Policies, including USCIS system updating.

The CMA monitors the incoming files to see they are fully front-end processed within the specified amount of time.

The CMA also monitors the Lockbox virtual CRU to make sure the virtual files are processed accurately and within the specified amount of time.

The CMA will also use computer generated reports as a means of surveillance.

In accordance with FAR 52.214-4 Alternate 1 (A)(4), the contractor is required to correct all work that is less than the PR.

All rework will be at the expense of the contractor.

The disincentive is based upon the percentage achieved less the

PR:

Disincentives will be applied to both timeliness and accuracy at a fixed dollar amount of $1,000 for each percentage point less the PR. Partial percentages will follow the round half up rule so .50 and above will be rounded up to the next whole number and below.50 will be rounded down.

Overall disincentive for this PR is NTE $5,000 or 5% of total monthly CLIN value whichever is higher.

Instances of unacceptable performance will be noted in Contractor Performance Evaluations (CPARS).

Example: Accuracy: Requirement 97% Achieved: 96% 97-96 = 1 x $1,000 = $1,000

Timeliness: Requirement 97% - 97% = 0% [Accuracy Disincentive $2,000 +

The contractor shall update the appropriate USCIS systems to reflect RFE request initiated when an RFE is produced through the Initial Evidence Checklist.

Checklist.

Remove concurrently filed ancillary receipts and route in accordance with NBC policies.

VAWA cases shall be handled in accordance with USCIS and local policy and guidelines. Maintaining Confidentiality of VAWA, T, and U cases as stated in the USCIS Policy Manual. and the CHAP Policy Manual and 8 U.S.C. 1367.

Contractor shall process cases via the electronic systems (ELIS queues and timeliness factors). Refer to ELIS Queue Chart below.

Regressed Visas shall be identified by a coversheet to show FCO and date. Cases shall be data entered into USCIS systems and case type selected.

percentages:

Accuracy: Requirement 97% Achieved: 95.8% 97-96 = 1 x $1,000 = $1,000

Timeliness: Requirement 97% Achieved: 95.4% 97-95 = 2 x $1,000= $2,000

[Accuracy Disincentive $1,000 + Timeliness Disincentive $2,000 = https://www.uscis.gov/policy-manual/volume-1-part-a-chapter-7

D.2.3 I-751 Petition to Remove Conditions on Residence Performance

All applications/petitions received from the Lockbox, or Service Centers shall be placed in A-files, T-files, or Receipt files shall be front end processed within 5 business days of receipt in Center and IAW the Center Policies.

The contractor shall conduct system searches and order of relating applications/petitions/A and T-files for the applicant.

The contractor shall 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 shall be moved forward in the process.

Concurrently filed applications/petitions (that are not ancillary receipts) shall be merged into the corresponding A or T-file in which they are filed.

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

Contractor shall attach processing coversheet/worksheet to file per NBC policies and COR discretion.

Contractor shall check case for open N-400; if open N-400 is located the I-751 case shall follow the N-400 processing route.

Contractor shall process cases via the electronic systems (ELIS queues and timeliness factors). Refer to ELIS Queue Chart below.

Form

The CMA monitors all front-end processes to ensure they are completed accurately and IAW the Center Policies, including USCIS system updating.

The CMA monitors the incoming files to see they are fully front-end processed within the specified amount of time.

The CMA also monitors the Lockbox virtual CRU to make sure the virtual files are processed accurately and within the specified amount of time.

The CMA will also use computer generated reports as a means of surveillance.

In accordance with FAR 52.214-4 Alternate 1 (A)(4), the contractor is required to correct all work that is less than the PR.

All rework will be at the expense of the contractor.

The disincentive is based upon the percentage achieved less the PR:

Disincentives will be applied to both timeliness and accuracy at a fixed dollar amount of $1,000 for each percentage point less the PR. Partial percentages will follow the round half up rule so .50 and above will be rounded up to the next whole number and below.50 will be rounded down.

Overall disincentive for this PR is NTE $5,000 or 5% of total monthly CLIN value whichever is higher.

Instances of unacceptable performance will be noted in Contractor Performance Evaluations

(CPARS).

Example: Accuracy: Requirement 97% Achieved: 96% 97-96 = 1 x $1,000 = $1,000

Timeliness: Requirement 97% - 97% = 0% [Accuracy Disincentive $1,000 + Timeliness Disincentive $0 = $1,000 TOTAL Disincentive]

This is an example for Requirements that have partial percentages:

Accuracy: Requirement 97% Achieved: 95.8% 97-96 = 1 x $1,000 = $1,000

Timeliness: Requirement 97% Achieved: 95.4% 97-95 = 2 x $1,000= $2,000

[Accuracy Disincentive $1,000 +

D.2.4 ELIS N-Forms (N-336, N-400, N-600, N-600k, MILNATZ) Performance

Contractor shall process cases via the electronic systems (ELIS queues and timeliness factors).

Refer to ELIS Queue Chart below.

For MILNATZ, the contractor shall complete the front-end processing including the following tasks: entering information into the database, completing all system searches, and ordering all related files within 5 business days of receipt in Center and IAW the Center Policies.

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.

Contractor shall attach processing coversheet/worksheet to file per NBC policies and COR discretion.

The contractor shall 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 shall be moved forward in the process.

Update actions taken or process worksheet and affixed to file per USCIS policies, procedures and

RPM.

• Random Sampling

• Customer Feedback

Form

The CMA monitors all front-end processes to ensure they are completed accurately and IAW the Center Policies, including USCIS system updating.

The CMA monitors the incoming files to see they are fully front-end processed within the specified amount of time.

The CMA also monitors the Lockbox virtual CRU/ELIS queues to make sure the virtual files are processed accurately and within the specified amount of time.

The CMA will also use computer generated reports as a means of surveillance.

In accordance with FAR 52.214-4 Alternate 1 (A)(4), the contractor is required to correct all work that is less than the PR.

All rework will be at the expense of the contractor.

The disincentive is based upon the percentage achieved less the

PR:

Disincentives will be applied to both timeliness and accuracy at a fixed dollar amount of $1,000 for each percentage point less the PR. Partial percentages will follow the round half up rule so .50 and above will be rounded up to the next whole number and below.50 will be rounded down.

Overall disincentive for this PR is NTE $5,000 or 5% of total monthly CLIN value whichever is higher.

Instances of unacceptable performance will be noted in Contractor Performance Evaluations (CPARS).

Example: Accuracy: Requirement 97% Achieved: 96% 97-96 = 1 x $1,000 = $1,000

Timeliness: Requirement 97% - 97% = 0% [Accuracy Disincentive $1,000 +

$1,000 TOTAL Disincentive] percentages:

Accuracy: Requirement 97% Achieved: 95.8% 97-96 = 1 x $1,000 = $1,000

Timeliness: Requirement 97% Achieved: 95.4% 97-95 = 2 x $1,000= $2,000

[Accuracy Disincentive $1,000 +

D.2.5 Adoptions Hague and Non-Hague Performance Requirement (PR)

Performance Standard Surveillance Method

Performance Management Disincentives

All applications/petitions received from the Lockbox or through USCIS systems shall be placed in A-files, T-files, or Receipt files and be front end processed within 5 business days of receipt in Center and IAW the Center Policies.

The contractor shall validate, correct and update all A-numbers/cases that fall into the A number validation queue for electronic filings in applicable USCIS systems.

The contractor shall perform name and A-number searches to locate existing files related to applications or petitions, verify data, and order of relating applications/petitions/A and T-files through USCIS systems.

Contractor shall attach processing coversheet/worksheet to file per NBC policies and COR discretion.

The contractor shall 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 shall be moved forward in the process.

• Screen applications and petitions for acceptability and completeness per USCIS directions and guidelines. Perform data entry into ACMS. (Average 100 data fields possible).

• Enter data for petitioner, create beneficiary or household member information over 18.

• Customer

Feedback Form

The CMA monitors all front-end processes to ensure they are completed accurately and IAW the Center Policies, including USCIS system updating.

The CMA monitors the incoming files to see they are fully front-end processed within the specified amount of time.

The CMA also monitors the Lockbox virtual CRU/ELIS queues to make sure the virtual files are processed accurately and within the specified amount of time.

The CMA will also use computer generated reports as a means of surveillance.

In accordance with FAR 52.214-4 Alternate 1 (A)(4), the contractor is required to correct all work that is less than the PR.

All rework will be at the expense of the contractor.

The disincentive is based upon the percentage achieved less the PR:

Disincentives will be applied to both timeliness and accuracy at a fixed dollar amount of $1,000 for each percentage point less the PR.

Partial percentages will follow the round half up rule so .50 and above will be rounded up to the next whole number and below.50 will be rounded down. Overall disincentive for this PR is NTE $5,000 or 5% of total monthly CLIN value whichever is higher.

Instances of unacceptable performance will be noted in Contractor Performance Evaluations

(CPARS).

Example: Accuracy: Requirement 97% Achieved: 96% 97-96 = 1 x $1,000 = $1,000

Timeliness: Requirement 97% - 97% = 0% [Accuracy Disincentive $1,000 + Timeliness Disincentive $0 = $1,000

The contractor shall 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 ELIS and paper applications.

Contractor shall merge concurrently filed petitions (that are not ancillary receipts) into the corresponding A or T-file per CPAU direction.

Accuracy: Requirement 97% Achieved: 95.8% 97-96 = 1 x $1,000 = $1,000

Timeliness: Requirement 97% Achieved: 95.4% 97-95 = 2 x $1,000= $2,000

[Accuracy Disincentive $1,000 +

D.2.6 I-485 Asylee & Refugee Performance Requirement

(PR)

Performance Standard Surveillance

Applications/petitions received from the Lockbox, Service Centers, or through USCIS systems shall be placed in A-files, T-files, W- Files, or Receipt files and be front end processed within 10 business days of receipt in Center and IAW the Center Policies.

System searches of name and A-number shall be conducted and ordering of relating applications/petitions/A and T-files.

Related A/T-files files shall be merged to primary file upon arrival (and placed back to same point in process), or routed to match with primary file if primary file is in Adjudications.

Family members that file together through the Lockbox and/or I-485 designation shall be grouped in USCIS systems.

The contractor shall 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 shall be moved forward in the process.

Contractor shall update open applications with correct A-number for applicant in USCIS systems.

Merge concurrently filed applications/petitions (that are not ancillary receipts) into the corresponding A or T-file in which they are filed.

Concurrently filed ancillary receipts are to be routed in accordance with NBC policies.

• Random Sampling

• Customer Feedback completed accurately and IAW the Center Policies, including USCIS system updating.

The CMA monitors the incoming files to see they are fully front-end processed within the specified amount of time.

The CMA also monitors the Lockbox virtual CRU to make sure the virtual files are processed accurately and within the specified amount of time.

The CMA will also use computer generated reports as a means of surveillance.

In accordance with FAR 52.214-4 Alternate 1 (A)(4), the contractor is required to correct all work that is less than the PR.

All rework will be at the expense of the contractor.

The disincentive is based upon the percentage achieved less the PR:

Disincentives will be applied to both timeliness and accuracy at a fixed dollar amount of $1,000 for each percentage point less the PR. Partial percentages will follow the round half up rule so .50 and above will be rounded up to the next whole number and below.50 will be rounded down. Overall disincentive for this PR is NTE $5,000 or 5% of total monthly CLIN value whichever is higher.

Instances of unacceptable performance will be noted in Contractor Performance Evaluations (CPARS).

Example: Accuracy: Requirement 97% Achieved: 96% 97-96 = 1 x $1,000 = $1,000

Timeliness: Requirement 97% - 97% = 0% [Accuracy Disincentive $1,000 + Timeliness Disincentive $0 = $2,000 TOTAL Disincentive]

This is an example for Requirements that have partial percentages:

Accuracy: Requirement 97% Achieved: 95.8% 97-96 = 1 x $1,000 = $1,000

Timeliness: Requirement 97% Achieved: 95.4% 97-95 = 2 x $1,000= $2,000

[Accuracy Disincentive $1,000 + Timeliness Disincentive $2,000 = $3,000 TOTAL Disincentive]

Contractor shall update files in the appropriate USCIS system as needed.

Contractor shall attach processing coversheet/worksheet to file per NBC policies and COR discretion.

D.2.7 Other Form Types (I-102, I-290B, I-360, I-539, I-601, I-690, I-694, I-698, I-730, I-817, I-824, N-470, N-300, etc.)

Requirement

(PR)

Performance Standard Surveillance systems shall be placed in A-files, T-files, W- Files, or Receipt files and be front end processed within 10 business days of receipt in Center and IAW the Center Policies.

System searches of name and A-number shall be conducted and ordering of relating applications/petitions/A and T-files.

Contractor shall update open applications with correct A-number for applicant in USCIS systems.

Contractor shall merge receipt applications into the corresponding A or T-file when present.

Update files in the appropriate USCIS system as needed.

Contractor shall attach processing coversheet/worksheet to file per NBC policies and COR discretion.

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

• Random Sampling

• Customer Feedback completed accurately and IAW the Center Policies, including USCIS system updating.

The CMA monitors the incoming files to see they are fully front-end processed within the specified amount of time.

The CMA also monitors the Lockbox virtual CRU/ELIS queues to make sure the virtual files are processed accurately and within the specified amount of time.

The CMA will also use computer generated reports as a means of surveillance.

In accordance with FAR 52.214-4 Alternate 1 (A)(4), the contractor is required to correct all work that is less than the PR.

All rework will be at the expense of the contractor.

Instances of unacceptable performance will be noted in Contractor Performance Evaluations (CPARS).

D.2.8 Civil Surgeon (I910)

Lockbox or printed E-file applications through USCIS systems shall be placed in Receipt files, data entered into the appropriate system, and front end processed within 5 business days of receipt in Center and IAW the Center Policies.

Files received from the Lockbox shall be data entered into the appropriate system.

System Searches shall be conducted as needed.

Contractor shall attach processing and COR discretion.

Form

The CMA monitors all front-end processes to ensure they are completed accurately and IAW the Center Policies.

The CMA monitors the incoming files to see they are fully processed within 5 business days.

In accordance with FAR 52.214-4 Alternate 1 (A)(4), the contractor is required to correct all work that is less than the PR.

All rework will be at the expense of the contractor.

Instances of unacceptable performance will be noted in Contractor Performance Evaluations (CPARS).

D.2.9 Stand Alone SIJ Performance systems shall be placed in A-files, T-files, W- Files, or Receipt files and be front end processed within 10 business days of receipt in Center and IAW the Center Policies.

The contractor shall Work/Validate A#s that fall to the A-Number Validation/Assignment queue within 2 business days of receipt into the queue for electronic filings in applicable USCIS systems.

System searches of name and A-number shall be conducted and ordering of relating applications/petitions/A and T-files.

• 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.

Contractor shall attach processing and COR discretion. Screen applications and petitions for acceptability and completeness per USCIS directions and guidelines through monitoring electronic systems (ELIS queues and timeliness factors) when applicable.

Contractor shall update open applications with correct A-number for applicant in USCIS systems.

Contractor shall merge receipt applications into the corresponding A or T-file when present.

Form

The CMA monitors all front-end processes to ensure they are completed accurately and IAW the Center Policies, including USCIS system updating.

The CMA monitors the incoming files to see they are fully front-end processed within the specified amount of time.

The CMA also monitors the Lockbox virtual CRU/ELIS queues to make sure the virtual files are processed accurately and within the specified amount of time.

The CMA will also use computer generated reports as a means of surveillance.

In accordance with FAR 52.214-4 Alternate 1 (A)(4), the contractor is required to correct all work that is less than the PR.

All rework will be at the expense of the contractor.

The disincentive is based upon the percentage achieved less the PR:

Disincentives will be applied to both timeliness and accuracy at a fixed dollar amount of $1,000 for each percentage point less the PR. Partial percentages will follow the round half up rule so .50 and above will be rounded up to the next whole number and below.50 will be rounded down.

Overall disincentive for this PR is NTE $5,000 or 5% of total monthly CLIN value whichever is higher.

Instances of unacceptable performance will be noted in Contractor Performance Evaluations (CPARS).

Example: Accuracy: Requirement 97% Achieved: 96% 97-96 = 1 x $1,000 = $1,000

Timeliness: Requirement 97% - 97% = 0% [Accuracy Disincentive $1,000 + Timeliness Disincentive $0 = $1,000 TOTAL Disincentive]

This is an example for Requirements

Accuracy: Requirement 97%

Regressed Visas shall be identified by a coversheet to show FCO and date. Cases shall be data entered into USCIS systems and case type selected.

Achieved: 95.8% 97-96 = 1 x $1,000 =

Timeliness: Requirement 97% Achieved: 95.4% 97-95 = 2 x $1,000= $2,000

[Accuracy Disincentive $1,000 +

D.2.10 Basic Interfiling

Requirement (PR)

Performance Standard Surveillance

Documents shall be properly secured and A-numbers/names on the documents match the A-number/name of the file and IAW the Center Policies.

The contractor shall stamp correspondence “Interfile Action Complete” with interfile clerk RP code and date interfiled IAW the RPM.

Interfiling going to other FCOs shall be stamped “Action Complete” with clerk RP code and date interfiled IAW RPM.

The contractor shall:

• Sort, identify, and stage materials to be placed in a file,

• Place materials in Record of Proceeding order and Acco-fasten in file,

• Pull any associated file(s) and ensure that all correspondence is properly secured in the file,

• Route file indicating material for action.

• For basic interfiling of an ELIS case, the contractor shall refer to ELIS Scanning 5.2.

Interfile process shall be completed within 5 business days of being received by the contractor.

Interfiling going to other FCOs shall be processed and shipped within 10 business days of being received the contractor.

• Random Sampling

• Customer Feedback

Form

The CMA reviews files to verify the interfiling was stamped, placed in the correct file, in the correct Record of Proceeding order, and is affixed in the appropriate timeframe.

In accordance with FAR 52.214-4 Alternate 1 (A)(4), the contractor is required to correct all work that is less than the PR.

All rework will be at the expense of the contractor.

Instances of unacceptable performance will be noted in Contractor Performance Evaluations

(CPARS).

D.2.11 Priority Interfiling Performance Requirement (PR)

Performance Standard Surveillance Method Performance

Documents shall be properly secured, names/A-numbers on the documents shall match the name/ A-number of the file.

Documents shall be stamped “Interfile Action Complete” including interfile clerk RP code, Date interfiled and Facility IAW the RPM:

• Sort, identify and stage materials to be placed in a file;

• Place materials in Record of Proceeding order and

Acco-fasten in file

• Route file indicating material for action;

• Pull any associated file(s) and ensure that all correspondence is properly secured in the file.

The contractor shall triage all correspondence that arrives at the NBC to determine if the interfiling is a priority in accordance with the RPM. Solicited correspondence such as:

Request for Evidence (RFE) response (i.e. I-864, I-693, birth certificate, marriage certificate, etc.). The contractor shall update systems with RFE received data.

• Notice of Intent to Deny (NOID),

• Motion to Reopen (MTR),

• Fingerprint/Namecheck (FP/NC) results,

• ASC Fingerprint Waivers,

• LHM positive response,

• (IDHS)/RAP sheets

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

• All Adoptions interfiling (RFE/Home

Study/Correspondence).

• Priority interfiling (including USCIS system printouts)/interfiling generated at the NBC as part of the process.

• For Basic Interfiling of an ELIS case, the contractor shall refer to ELIS Scanning 5.2.

• All Priority interfiling shall be matched to the correct file within 2 business days of being made available to the contractor and IAW the RPM.

• Random Sampling

• Customer Feedback

Form

The CMA reviews files to verify the interfiling was stamped, placed in the correct file, in the correct Record of Proceeding order, and is affixed in the appropriate timeframe.

In accordance with FAR 52.214-4 Alternate 1 (A)(4), the contractor is required to correct all work that is less than the PR.

All rework will be at the expense of the contractor.

The disincentive is based upon the percentage achieved less the PR:

Disincentives will be applied to both timeliness and accuracy at a fixed dollar amount of $1,000 for each percentage point less the PR.

Partial percentages will follow the round half up rule so .50 and above will be rounded up to the next whole number and below.50 will be rounded down. Overall disincentive for this PR is NTE $5,000 or 5% of total monthly CLIN value whichever is higher.

Instances of unacceptable performance will be noted in Contractor Performance Evaluations (CPARS).

Example: Accuracy: Requirement 98% Achieved: 96% 98-96 = 2 x $1,000 = $2,000

Timeliness: Requirement 98% - 98% = 0% [Accuracy Disincentive $2,000 + percentages:

Accuracy: Requirement 98% Achieved: 96.8% 98-97 = 1 x $1,000 = $1,000

Timeliness: Requirement 98% Achieved: 96.4% 98-96 = 2 x $1,000= $2,000

[Accuracy Disincentive $1,000 +

D.2.12 Biometric Scanning

The Contractor shall scan received biometrics data (e.g. fingerprints, photos and signatures) using GFE that are received through Lockbox or incoming mail and data enter/update all information relating to scanned documents within 48 business hours of receipt in Center and IAW the Center Policies.

The Contractor shall data enter/update information in the appropriate USCIS systems relating to scanned documents and then notify

CPAU.

The CMA certifies the biometrics data was updated in the specified timeframe. The CMA reviews the biometrics data for accuracy.

In accordance with FAR 52.214-4 Alternate 1 (A)(4), the contractor is required to correct all work that is less than the PR.

All rework will be at the expense of the contractor.

Instances of unacceptable performance will be noted in Contractor Performance Evaluations (CPARS).

D.2.13 Request for Evidence (RFE) Validation Performance

Accuracy - 97%

Timeliness - 97%

The contractor shall initiate a checklist review validating the incoming RFE and supporting documentation to include the entire file and any related file(s).

RFE Validations shall be completed within 3 business days of interfiling and IAW the Center Policies.

Form

The CMA will review all checklists to ensure compliance and validate all RFE submissions are accurate.

The CMA will also verify the files are processed within the specified amount of time

In accordance with FAR 52.214-4 Alternate 1 (A)(4), the contractor is required to correct all work that is less than the PR.

All rework will be at the expense of the contractor.

The disincentive is based upon the percentage achieved less the PR:

Disincentives will be applied to both timeliness and accuracy at a fixed dollar amount of $1,000 for each percentage point less the PR. Partial percentages will follow the round half up rule so .50 and above will be rounded up to the next whole number and below.50 will be rounded down. Overall disincentive for this PR is NTE $5,000 or 5% of total monthly CLIN value whichever is higher.

Instances of unacceptable performance will be noted in Contractor Performance Evaluations (CPARS).

Example: Accuracy: Requirement 97% Achieved: 96% 97-96 = 1 x $1,000 = $1,000

Timeliness: Requirement 97% - 97% = 0% [Accuracy Disincentive $1,000 + Timeliness Disincentive $0 = $1,000 TOTAL Disincentive]

This is an example for Requirements that have partial percentages:

Accuracy: Requirement 97% Achieved: 95.8% 97-96 = 1 x $1,000 =

Timeliness: Requirement 97% Achieved:

95.4% 97-95 = 2 x $1,000= $2,000

[Accuracy Disincentive $1,000 + Timeliness Disincentive $2,000 = $3,000 TOTAL Disincentive]

D.2.14 Treasury Enforcement Communication System (TECS) Performance

Accuracy 99%

Timeliness 99%

The contractor will search all applicable files (electronic and physical) for all applicants, beneficiaries, and petitioners.

Record all names and date of birth variations for all Stand Alone multiple and single name ancillaries within 10 business days of receipt in Center and IAW the Center Policies and the NaBISCOP.

Record all names…