36C10X19R0016-009.docx

36C10X19R0016

PAGE 1 OF

1. REQUISITION NO.

2. CONTRACT NO.

3. AWARD/EFFECTIVE DATE

4. ORDER NO.

5. SOLICITATION NUMBER

6. SOLICITATION ISSUE DATE

a. NAME

b. TELEPHONE NO. (No Collect Calls)

8. OFFER DUE DATE/LOCAL

TIME

9. ISSUED BY

CODE

10. THIS ACQUISITION IS

UNRESTRICTED OR

SET ASIDE:

% FOR:

SMALL BUSINESS

HUBZONE SMALL

BUSINESS

SERVICE-DISABLED

VETERAN-OWNED

SMALL BUSINESS

WOMEN-OWNED SMALL BUSINESS

(WOSB) ELIGIBLE UNDER THE WOMEN-OWNED

SMALL BUSINESS PROGRAM

EDWOSB

8(A)

NAICS: 554

SIZE STANDARD:

11. DELIVERY FOR FOB DESTINA-

TION UNLESS BLOCK IS

MARKED

SEE SCHEDULE

12. DISCOUNT TERMS

13a. THIS CONTRACT IS A

RATED ORDER UNDER

DPAS (15 CFR 700)

13b. RATING

14. METHOD OF SOLICITATION

RFQ

IFB

RFP

15. DELIVER TO

CODE

16. ADMINISTERED BY

CODE

17a. CONTRACTOR/OFFEROR

CODE

FACILITY CODE

18a. PAYMENT WILL BE MADE BY

CODE

TELEPHONE NO.

DUNS:

DUNS+4:

PHONE:

FAX:

17b. CHECK IF REMITTANCE IS DIFFERENT AND PUT SUCH ADDRESS IN OFFER 18b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18a UNLESS BLOCK BELOW IS CHECKED

SEE ADDENDUM

19.

20.

21.

22.

23.

24.

ITEM NO.

SCHEDULE OF SUPPLIES/SERVICES

QUANTITY

UNIT

UNIT PRICE

AMOUNT

(Use Reverse and/or Attach Additional Sheets as Necessary)

25. ACCOUNTING AND APPROPRIATION DATA

26. TOTAL AWARD AMOUNT (For Govt. Use Only) 27a. SOLICITATION INCORPORATES BY REFERENCE FAR 52.212-1, 52.212-4. FAR 52.212-3 AND 52.212-5 ARE ATTACHED. ADDENDA

ARE

ARE NOT ATTACHED.

27b. CONTRACT/PURCHASE ORDER INCORPORATES BY REFERENCE FAR 52.212-4. FAR 52.212-5 IS ATTACHED. ADDENDA

ARE

ARE NOT ATTACHED

28. CONTRACTOR IS REQUIRED TO SIGN THIS DOCUMENT AND RETURN _______________

29. AWARD OF CONTRACT: REF. ___________________________________ OFFER

COPIES TO ISSUING OFFICE. CONTRACTOR AGREES TO FURNISH AND

DATED ________________________________. YOUR OFFER ON SOLICITATION

DELIVER ALL ITEMS SET FORTH OR OTHERWISE IDENTIFIED ABOVE AND ON ANY

(BLOCK 5), INCLUDING ANY ADDITIONS OR CHANGES WHICH ARE

ADDITIONAL SHEETS SUBJECT TO THE TERMS AND CONDITIONS SPECIFIED

SET FORTH HEREIN IS ACCEPTED AS TO ITEMS:

30a. SIGNATURE OF OFFEROR/CONTRACTOR 31a. UNITED STATES OF AMERICA (SIGNATURE OF CONTRACTING OFFICER) 30b. NAME AND TITLE OF SIGNER (TYPE OR PRINT) 30c. DATE SIGNED 31b. NAME OF CONTRACTING OFFICER (TYPE OR PRINT) 31c. DATE SIGNED

AUTHORIZED FOR LOCAL REPRODUCTION

(REV. 2/2012)

PREVIOUS EDITION IS NOT USABLE

Prescribed by GSA - FAR (48 CFR) 53.212

7. FOR SOLICITATION

INFORMATION CALL:

STANDARD FORM 1449

OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, & 30

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS

36C10X19R0016 04/16/2019 David.Rupert@va.gov 240-215-0603 05/16/2019

12 PM ET

21703 Strategic Acquisition Center - Frederick Department of Veterans Affairs

5202 Presidents Court, Suite 103 Frederick MD 21703

X

561422 $15 Million

N/A

36C10X U.S. Department of Veterans Affairs See Performance Work Statement for details

36C10X Strategic Acquisition Center - Frederick Department of Veterans Affairs

5202 Presidents Court, Suite 103 Frederick MD 21703

VAFSC

U.S. Department of Veterans Affairs Financial Services Center

PO BOX 149971

(see Section B.3 invoicing/payment) Austin TX 78714-8917 1-(877)-489-6135

See CONTINUATION Page White House VA Hotline Call Center Staffing Support

Vendors must be VIP Verified on Vetbiz.gov

See CONTINUATION Page

Melissa Maloy Contracting Officer

Table of Contents

SECTION B - CONTINUATION OF SF 1449 BLOCKS

B.1 CONTRACT ADMINISTRATION DATA

1. Contract Administration: All contract administration matters will be handled by the following individuals:

a. CONTRACTOR: TBD

b. GOVERNMENT: Contracting Officer 36C10X Strategic Acquisition Center - Frederick Department of Veterans Affairs 5202 Presidents Court, Suite 103 Frederick MD 21703

2. CONTRACTOR REMITTANCE ADDRESS: All payments by the Government to the contractor will be made in accordance with:

3. INVOICES: Invoices shall be submitted in arrears:

4. GOVERNMENT INVOICE ADDRESS: All Invoices from the contractor shall be submitted electronically in accordance with VAAR Clause 852.232-72 Electronic Submission of Payment Requests.

U.S. Department of Veterans Affairs Financial Services Center

PO BOX 149971

(see Section B.3 invoicing/payment) Austin TX 78714-8917

5. ACKNOWLEDGMENT OF AMENDMENTS: The offeror acknowledges receipt of amendments to the Solicitation numbered and dated as follows:

B.2 INVOICING INSTRUCTIONS

1. Submission - In accordance with VAAR Clause 852.232-72 Electronic Submission of Payment Requests, all invoices shall be submitted electronically. A copy of all invoices shall be provided to the contracting POC identified in section B.1.

Tungsten (fka OB10) ELECTRONIC INVOICE SUBMISSION FSC e-INVOICE PROGRAM THRU AUSTIN PORTAL

FSC MANDATORY ELECTRONIC INVOICE SUBMISSION FOR AUSTIN PAYMENTS

Vendor Electronic Invoice Submission Methods:

Fax, email and scanned documents are not acceptable forms of submission for payment requests. Electronic form means an automated system transmitting information electronically according to the accepted data transmissions below.

· VA’s Electronic Invoice Presentment and Payment System – The Financial Services Center (FSC) in Austin, TX uses a third-party contractor, Tungsten, to transition vendors from paper to electronic invoice submission. Please go to this website: http://www.tungsten-network.com/US/en/veterans-affairs/ to begin submitting electronic invoices, free of charge.

· A system that conforms to the X12 electronic data interchange (EDI) formats established by the Accredited Standards Center (ASC) chartered by the American National Standards Institute (ANSI). The X12 EDI Web site is http://www.x12.org.

Vendor e-invoice Set-up information:

Please contact Tungsten at the phone number or email address listed below to begin submitting your electronic invoices to the VA Financial Services Center in Austin, TX for payment processing. If you have questions about the payment status of a properly submitted invoice, the e-invoicing program, or Tungsten, please contact the FSC at the phone number or email address listed below.

· Tungsten e-Invoice setup information: 1-877-489-6135

· Tungsten e-Invoice email: VA.Registration@tungsten-network.com

· FSC e-Invoice contact information: 1-877-353-9791

· FSC e-Invoice email: vafsccshd@va.gov

· http://www.fsc.va.gov/einvoice.asp

COMMUNICATIONS:

· https://www.federalregister.gov/articles/2012/11/27/2012-28612/va-acquisition-regulation-electronic-submission-of-payment-requests

· http://fcw.com/articles/2012/11/27/va-epayments.aspx?s=fcwdaily

1. Submission of Proper Invoice - The following data must be included in an invoice for it to constitute a proper invoice:

a. Name and address of the contract

b. Invoice date and number

c. Item number, description, quantity, unit of measure, price, extended price and a total of supplies delivered or services performed.

1. Cumulative billing (per line item and total)

1. Final invoices must be marked ‘FINAL INVOICE’

1. Proof of supplies delivered or services performed MUST also be provided. Signature, printed name and title of Government receiving official and date of delivery or performance period must be included.

INVOICES THAT DO NOT COMPLY WITH THESE REQUIREMENTS SHALL BE REJECTED.

1. Contractor Remittance Address -

All payments by the Government to the contractor will be made in accordance with:

[X] 52.232-33, Payment by Electronic Funds Transfer - System for Award Management [ ] 52.232-36, Payment by Third Party

1. Invoice shall be submitted in the arrears -

36C10X19R0016

c. Other [X] Monthly: Upon Performance and Acceptance of Services Page 1 of Page 1 of

1. BACKGROUND

The Secretary of the Department of Veterans Affairs (VA) is working to rebuild trust with Veterans and the American people, improve service delivery, set the course for long-term VA excellence/reform and deliver better access to care and benefits for the long term. The Veteran Experience Office (VEO) is supporting VA in this transformation with the White House/VA Hotline (WH/VA HL), which was created in response to the President’s promise to Veterans made in July 2016 to allow Veterans to directly call and begin resolution of their challenges and navigation of the broad business lines of VA.

The WH/VA HL began operations in September 2017 using improved User Experience (UX) as its guiding objective and provided for 24/7 Tier 1 Contact Center at VA’s Shepherdstown, West Virginia facility. Veterans or immediate family members of Veterans comprise 97% of the team that supports current operations. This is a foundational expectation for future contractor staffing. VEO now operates this Tier 1 Hotline center as a referral contact center to resolve Veteran problems as they come in, or refer them to the appropriate business line that will work on their case or claim issue, such as health, pharmacy, benefits, compensation, pensions, education, loans, or insurance, etc. In FY19, WH/VA Hotline is picking up additional VA Tier 1 Call Center tasks and become a general Tier 1 Contact Center for the VA (see discussion of Tier 1 description below in Section 2 SCOPE). VEO is focused on creating a Veteran-centered VA and placing Veterans in control of how, when and where they want to receive services.

Agents, comprised of both contractor staff and Government Full time Employees (FTEs) shall answer inquiries, provide directory assistance, document concerns about VA care, benefits and services, and route contacts and cases to the appropriate organization/person within the VA to resolve the concern. Agents undergo currency and competency training on VA benefits and services based on trends and are assisted by a knowledge management tool and newly implemented tracking software to help VA capture and improve its response, referral and resolution processes to best support Veterans. Other Tier 1 responsibilities include on-line navigation and assisting with simple technical problems like password resets. Data captured by the agents in the Customer Relationship Management (CRM) tool is used by VA stakeholders to identify local, regional and enterprise-wide program and process Veteran experience improvement opportunities.

2. SCOPE

The scope of this effort is solely focused on obtaining contact center staffing for an established Tier 1 Level Contact Center leveraging existing contact center technology/tools. This does not include the requirement for IT hardware/software to include telephony or customer relationship management solutions. Of note, Tier 1 is the initial support level responsible for customer issues.

A significant portion of the contact volume are complaints, which requires all staff to have service recovery skills. Service Recovery is the process or reaction taken to return an aggravated, dissatisfied customer to a state of calm satisfaction. The successful bidder must understand and have experience with the process of effectively engaging customers to recover the damage done from a prior poor customer experience. This could originate from direct (i.e.; phone) and indirect (i.e.; survey) customer interactions.

Agents will undergo currency and competency training on VA benefits and services based on hotline trends and are assisted by newly implemented tracking software to help VA capture and improve its response, referral and resolution processes to best support Veterans. A Government FTE Training Section will be responsible for development/delivery of initial, new and refresher training content. Contract supervisors will be responsible for coaching agents in accordance with established standard operating procedures and training curriculum. Agents will use resources available such as Job Aids, Knowledge Management, FAQs, email alerts, Bulletins, SOPs, mandated scripts, and reference materials to improve knowledge and utilize these materials as the first source of needed information or guidance.

This contact center will be operated 24/7, with staffing adjusted to meet varying call volume. A Government FTE Workforce Management Section will be responsible for forecasting labor requirements and creating staff schedules. A rapid surge capability is part of this PWS (see options for details). The contractor staff with be comprised of agents and supervisors and will follow the same performance criteria of government full time employee (FTE) agents and supervisors. Refer to Attachment 1, on page 9, VE Contact Center Operations, that shows 24/7 hours deployed by agents and supervisors to man the WH/VA HL.

Tier 1 support includes being the first line of resolution for technical call inquiries and include answering general inquiries about VA benefits and services, directory assistance, communicating with customer through a variety of communication channels, basic assistance with navigation of online resources, triaging issues for proper disposition, escalation of issues beyond the Tier 1 level to the appropriate resource, documenting into a customer relationship management (CRM) tool and troubleshooting basic access issues.

At the Supervisory level, the Contractor shall provide the Government with call data metrics. Of note, none of the contractor staff will be supervising Government FTEs. Supervisors will interact with clients and other members of the Hotline team with respect, courtesy, focus and professionalism. They will actively participate in improving the White House VA Hotline's performance by assisting in balancing all workload requirements, responding in a positive manner to management requests for information or ideas that enhance the effective operation of the Hotline, and completing or reinforcing training on matters regarding the Hotline.

These services shall lead to:

· Recommendations for and participation in contact center planning.

· Perform a supervisory review of 15 cases in Customer Relationship Management (CRM) software per agent each month using criteria established by the operations team.

· Perform a supervisory review of 5 calls using quality software per agent each month using criteria established by the operations team.

· Perform a supervisory review of customer satisfaction survey call scores below an average score of 3 and above a cumulative score of 21.

· Complete training on content provided by the Operations Team and other VA subject matter experts.

· Identify calls that must be escalated to management.

· Determine most appropriate course of action or identifies alternatives in resolving issues.

· Ask appropriate probing questions to clarify complex or vague requests.

· Prepare well defined case notes during the call.

· Work well under pressure, remain calm and effective while dealing with escalating and difficult calls.

· Respond to Veteran through approved communication channels such as phone, chat, text, or other forms of messaging.

· Stay organized and prioritized regarding multiple tasks.

· Meet the requirements for delivering excellent customer service.

This PWS requires a Contractor’s Program Manager to manage, monitor, and control all subsequent tasks completed by contractor staff and initiated to obtain services required to satisfy the WH/VA Hotline objectives. The Program Manager required by this PWS shall oversee and provide direction and guidance to the Supervisors and Agents of the Contact Center. The Program Manager shall coordinate efforts between all tasks and projects.

Essential responsibilities of the Contractor’s Program Manager in respect to all tasks:

· Identify, monitor, and control interdependencies between tasks

· Manage escalated issues amongst the tasks that compromise the program

· Track the call center metrics weekly and monthly of assigned agents and report analysis results to VA Management weekly and monthly

· Participate in call calibration and other quality review activities

· Participate in post complaint and post survey service recovery activities

· Always maintain appropriate level of staffing for 24/7 service to include the hiring and replacement of agents or supervisor. New hires shall start only during regular training cycle and should be hired prior to the start of the training cycle.

3. CONTRACT TYPE

The contract type will be a hybrid of firm fixed price as well as labor hour CLINs.

4. PERFORMANCE DETAILS

4.1. PERFORMANCE PERIOD

The anticipated period of performance for this contract is Aug 5, 2019 through Aug 4, 2024 to include a one-year base period with four option years (OY). Note: The optional tasks will be executed anytime throughout the year and prorated for the period of performance.

4.2. PLACE OF PERFORMANCE

The place of performance is at a VA secure facility located at 239 Lowe Drive, Shepherdstown, WV 25443. A potential second VA secure facility would be staffed outside of the DC Metro area, as an example, Salt Lake City UT or Austin TX. This second staff location is a TBD.

4.3. TELEWORK

Agents may be eligible for telework if performance standards are met. Supervisors may be eligible for telework on an ad hoc basis. Any telework considerations must comply by telework policy and agreement.

4.4. HOURS OF OPERATION

This is a 24/7 operation and considered an essential operation thus the contractor shall ensure it is staffed appropriately at all times.

5. SPECIFIC TASKS AND DELIVERABLES

The Government will provide clarification on requirements, templates, standards, and guidelines on all deliverables when clarification is not provided in this PWS prior to any action taken by the Contractor.

The Contractor or Vendor shall be required to support the Government Divisions with the tasks listed in this PWS.

The contractor shall staff, schedule, and monitor the center which currently includes the following contractor staff: 35 35 Call Agents, six Supervisors and one Program Manager.

The Vendor shall identify a Program Manager (PM) who shall be the single Point of Contact (POC) with overall responsibility for the performance of the work.

The following is a representation of the base CLINs as well as the surge options:

Base Period:

Contact Center (CC) Support, Program Mgr (1) Supervisors (6), Agents (35) Surge Option A: Additional Agent hours up to 3920. Note: Agent can receive over time rate (1.5X hourly rate) Surge Option B: Additional CC Personnel 40+2 Surge Option C: Additional CC Personnel 20+1 Surge Option D: Additional CC Personnel 60+5 Surge Option E: Additional CC Personnel 40+3 Option Year One OY1:

Contact Center (CC) Support, Program Mgr (1) Supervisors (6), Agents (38) Surge Option A: Additional Agent hours up to 5880. Note: Agent can receive over time rate (1.5X hourly rate) Surge Option B: Additional CC Personnel 20+1 Surge Option C: Additional CC Personnel 40+2 Surge Option D: Additional CC Personnel 40+3 Surge Option E: Additional CC Personnel 60+5

Option Year Two OY2: Contact Center (CC) Support, Program Mgr (1) Supervisors (6), Agents (38)

Suge Option A: Additional Agent hours up to 5880. Note: Agent can receive over time rate (1.5X hourly rate) Surge Option B: Additional CC Personnel 20+2 Surge Option C: Additional CC Personnel 40+2 Surge Option D: Additional CC Personnel 40+3 Surge Option E: Additional CC Personnel 60+5

Option Year Three OY3: Contact Center (CC) Support, Program Mgr (1) Supervisors (6), Agents (38)

Surge Option A: Additional Agent hours up to 5880. Note: Agent can receive over time rate (1.5X hourly rate) Surge Option B: Additional CC Personnel 20+1 Surge Option C: Additional CC Personnel 40+2 Surge Option D: Additional CC Personnel 40+3 Surge Option E: Additional CC Personnel 60+5

Option Year Four OY4: Contact Center (CC) Support, Program Mgr (1) Supervisors (6), Agents (38) Surge Option A: Additional Agent hours up to 5880. Note: Agent can receive over time rate (1.5X hourly rate) Surge Option B: Additional CC Personnel 20+1 Surge Option C: Additional CC Personnel 40+2 Surge Option D: Additional CC Personnel 40+3 Surge Option E: Additional CC Personnel 60+5

5.1. KICK OFF MEETING

Kickoff meeting. The kickoff meeting shall be held within two (2) business days of contract award inclusive of an initial PMP. The initial PMP shall include a transition-in plan for full staffing that describes the contractor’s plan to ensure continuity of support activities being transferred from outgoing contractors. The kickoff meeting shall be held at 239 Lowe Dr. Shepherdstown WV 25443. Attendance is recommended.

Deliverable:

Kickoff meeting notes/slides.

5.2. PROJECT MANAGEMENT PLAN

The Contractor shall deliver a Project Management Plan (PMP) that lays out the Vendor’s approach, timeline and tools to be used in execution of this contract. The Plan should take the form of both a narrative and graphic format that displays the schedule, milestones, risks and resource support. The Plan shall also include how the Vendor shall coordinate and execute planned, routine, and ad hoc data collection reporting requests as identified within the PWS. The Vendor shall update and maintain the approved Plan throughout the period of performance.

Deliverable:

PMP

5.3. CONTACT CENTER METRICS

The Contractor shall deliver a monthly Contact Center Program Metrics Report and Assessment. This report shall provide the Government with a summary assessment of contacts received and outcomes derived from contractor supported calls. Any problems or pertinent issues shall be addressed in this report. The Vendor shall develop mechanisms and metrics to measure against the action plan as well as monitor its success and adjust the plan as needed.

Contact Center Metrics include the following:

1. Call Abandonment Rates less than 3%

2. Average Speed of Answer of 10 – 20 seconds

3. Shrinkage below 10%

4. Service Recovery for 99% of surveys and complaints involving the contract staff 5.

6. Agent & Supervisor performance metrics Survey Data, including survey scores and number of participants Deliverables:

Contact Center Program Metrics Report

6. PERSONNEL

6.1. KEY PERSONNEL

The Program Manager is defined as key personnel and shall not be removed, diverted or replaced from work without approval of the Contracting Officer (CO) and Contracting Officer’s Representative (COR). Additionally, the Program Manager should have at least eight (8) years of progressive management experience with Call Centers and Customer Service centers in supervisory roles.

Any personnel the Vendor offers as substitutes shall have the ability and qualifications equal to or better than the key personnel who are being replaced. Requests to substitute personnel shall be approved by the COR and the CO. All requests for approval of substitutions in personnel shall be submitted to the COR and the CO within 30 calendar days prior to making any change in key personnel. The request shall be written and provide a detailed explanation of the circumstances necessitating the proposed substitution. The Vendor shall submit a complete resume for the proposed substitute, any changes to the rate specified in the order (as applicable) and any other information requested by the CO needed to approve or disapprove the proposed substitution. The CO will evaluate such requests and promptly notify the Vendor of approval or disapproval thereof in writing.

6.2. NON-KEY PERSONNEL

The Vendor staff shall be fully qualified and have the level of experience necessary to accomplish the requirements of this PWS. In addition, Vendor personnel shall be acceptable to the Government in terms of personal and professional conduct, and in technical knowledge. Furthermore, Vendor personnel are expected to be proficient in using office automation equipment and software and have sufficient written and verbal communication skills to support the Department. Should any Vendor personnel be determined to be unacceptable in terms of technical competency or unacceptable personal conduct while on-site or while working on contract activities, the Vendor shall immediately remove and replace the unacceptable on-site personnel at no additional cost to the Government. Vendor personnel are to serve in a support role, final decisions regarding the Department business will always be made by Government personnel.

Replacement of staff, at the Supervisor level, must be approved by the Operations Team leadership. The staff member being brought on should have the same level experience as the staff member being replaced. The Vendor shall submit the candidate’s resume along with a summary of the candidate’s qualifications that match the requirements of the position.

7. OTHER APPLICABLE CONDITIONS

7.1. PROGRAM AND SYSTEM DOCUMENTATION & DOCUMENT OWNERSHIP

The Vendor shall adhere to the Government Contract terms for title to and ownership of all property. Notably, all documentation and related deliverables generated and/or delivered by the Vendor within the scope of this Contract shall be the sole property of the Government without exception and shall be housed in a Government owned repository.

7.2. OTHER DIRET COSTS (ODCs)

Not applicable.

7.3. TRAVEL

Contractor travel is not anticipated in support of the requirements for this contract. Travel on any basis must be approved by the COR a minimum of five (5) days in advance by the Government and shall be reimbursed in accordance with the Federal Travel Regulations. Travel reimbursement will not include G&A charges.

Travel performed for personal convenience and daily travel to and from work at the place of performance shall not be reimbursed. The Government shall not be responsible for any relocation expenses associated with moving Vendor personnel to the Washington, D.C., commuting area or other job sites as may be identified either initially, or if necessary, with replacement of personnel, even if replacement of personnel is required.

7.4. GOVERNMENT FURNISHED EQUIPMENT

Government Furnished Equipment (GFE) will be provided. The VA shall provide, where required, Government furnished facilities and workspace (i.e., cubicle), Government furnished systems and network access (i.e., laptops/desktops and email access) and access to other VA program offices and partner agencies for the contractor to perform its duties. The Contractor will be billed for unreturned GFE checked out to individual employees who fail to return GFE.

8. GOVERNMENT TERMS & DEFINITIONS

Table 1 – Government Terms, Definitions, and Acronyms

9. PERFORMANCE METRICS

The table below defines the Performance Metrics associated with this effort.

Performance Standard for Agents

Indicator: A random review will consist of a sampling of recorded telephone calls, or live telephone calls totaling five (5) per month.

Indicators: Demonstrated by an average combination of monthly post survey scores for question 3 and 4 of at least 3 (rounded). Management verified complaints/compliments documented in the CRM will replace post survey scores for that month. Complaints will be scored as a zero. Compliments will be scored as a 5. Significant acts observed by a supervisor/manager/Operations Team member that exemplify the embodiment of world class customer service may also be scored as a 5 and replace post survey scores for that month.

Indicator: The WFM tool will be used to track agent monthly and annual compliance with a 90% adherence rate.

Indicator: On a monthly basis, the Supervisory or a designee will randomly review 15 cases of the contractor’s agent's complaint routing actions. Errors are determined by the Sampling quality criteria (SQC) criteria.

· Proficient in typing, writing skills, grammar and spelling.

Ability to type case notes into the Customer Relationship Management (CRM) tool during engagement with the contact that capture the key points the contact is seeking assistance with.

Performance Standard for contractor Supervisors who supervise contractor staff

· Complying with agencies policies, directives, and labor practices.

· Recognize problems and effectively resolve them while fully communicating with upper management.

· Providing employees with performance standards.

· Maintain accurate documentation of employee’s performance.

· Complete monthly performance /expectations about performance.

· Addressing performance deficiencies as soon as possible.

· Process personnel actions within required time frames.

The Supervisor must show a pattern of good supervision skills as shown by positive feedback, Management observation or other documented evidence, with no instances of unusual Manager level intervention during the performance appraisal period and failure to comply with guidelines concerning the implementation of their employee's performance plan.

Indicators: Management observation, Manager’s records and peer-to-peer recognition. Monthly performance must be presented to the employee each month. Monthly the Manager/Designee will review 50% of the employee performance folders, per team, for accuracy and completeness.

· Analyze daily telephone activities and adjust during the day to staffing to meet incoming call volume and to ultimately ensure maximum wait time, staffing compliance, and abandoned call rates are within parameters.

· Manage to 10% available agent shrinkage.

· Complete all supervisor call backs within the established guidelines.

· Complete SQC review on 15 complaint routing actions per agent per month for quality and training purposes.

The Supervisor must show a pattern of good supervision skills as shown by positive feedback, Management observation or other documented evidence, with no instances of unusual Manager level intervention during the performance appraisal period and failure to comply with guidelines concerning the implementation of their employee's performance plan.

Indicators: System and quality reports, including telephone Call Monitoring Evaluation Sheets, SQC program, supervisor’s employee performance folders.

· Maintains a healthy and safe work environment.

· Engages in early conflict management and alternate dispute resolution as needed.

· Demonstrates evidence of supporting employees’ professional growth, to include mentoring.

The Supervisor demonstrates the high level of performance expected, and his or her actions and leadership contribute positively toward the achievement of strategic goals. The Supervisor is an effective, solid, and dependable leader who delivers high-quality results based on measure of quality, quantity, efficiency, and/or effectiveness within agreed upon timeliness.

Indicators: Management observation, peer-to-peer recognition, and supervisory records, reports, and reviews.

· Ensure that all employees are aware of shredding policies and the destruction of appropriate documents is completed in a timely manner.

· Ensure that all employees under their authority comply with Privacy Act requirements and are trained to understand their responsibilities.

· Comply with established procedures for detecting, reporting and responding to information security incidents or privacy violations.

No instances of failure to adhere to the Privacy Act. No instances of failure to adhere to report Privacy Act violations.

Indicator: Supervisory review, privacy reports, Talent Management System reports, customer service surveys, and feedback received from external customers.

· Proficient in typing, writing skills, grammar and spelling Ability to document escalation content, service recovery actions and other managerial level content so that it captures key points, is factually accurate, and easy to understand.

Performance Standard for Program Manager

· Work assignment and review, as well as the administrative and personnel management functions relative to the staff supervised.

· Provides administrative and technical supervision necessary for accomplishing the work of the team.

· Provides appropriate disciplinary actions on personnel as necessary.

· Identifies training needs of employees. Set clear expectations for employees.

The Program Manager must show a pattern of extraordinary supervision skills as shown by positive feedback, Management observation or other documented evidence, with no instances of unusual Manager level intervention during the performance appraisal period and failure to comply with guidelines concerning the implementation of their employee's performance plan.

Indicators: Management observation, Manager’s records and peer-to-peer recognition. Monthly performance must be presented to the employee each month. Monthly the Manager/Designee will review 50% of the employee performance folders, per team, for accuracy and completeness.

Performance demonstrates the ability to adjust to work pressures, to handle differences of opinion in a businesslike fashion, and to follow instructions conscientiously. As a team member, contributes to the group effort by supporting fellow teammates with technical expertise and open communications and by the ability to effectively communicate in a courteous manner with internal and external customers.

The Program Manager must show a pattern of extraordinary customer service as shown by positive feedback, supervisory observation or other documented evidence, with no instances of the Program Manager conducts himself/herself in a discourteous or unprofessional manner with either internal or external customers.

Indicators: Management observation, customer service surveys, peer-to-peer recognition, and feedback received from internal or external customers.

The Program Manager must show a pattern of extraordinary management of the workload and quality control as shown by positive feedback, Management observation, peer-to-peer recognition, or other documented evidence, with no instances of unusual Manager level intervention during the performance appraisal period.

Indicators: Management and Supervisory observation, customer service surveys, SQC program and feedback received from internal and external customers.

· Helps lead the team that rallies around the mission and vision of the organization.

· Helps minimize team conflict and manage team dynamics.

The Program Manager demonstrates the high level of performance expected, and his or her actions and leadership contribute positively toward the achievement of strategic goals. The Supervisor is an effective, solid, and dependable leader who delivers high-quality results based on measure of quality, quantity, efficiency, and/or effectiveness within agreed upon timeliness.

· Ensure that all employees are aware of shredding policies and the destruction of appropriate documents is completed in a timely manner.

· Ensure that all employees under their authority comply with Privacy Act requirements and are trained to understand their responsibilities.

· Comply with established procedures for detecting, reporting and responding to information security incidents or privacy violations.

No instances of failure to adhere to the Privacy Act. No instances of failure to adhere to report Privacy Act violations.

Indicator: Supervisory review, privacy reports, Talent Management System reports, customer service surveys, and feedback received from external customers.

· Proficient in communicate orally and in writing in a clear and concise manner.

Ability to document escalation content, service recovery actions and other managerial level content so that it captures key points, is factually accurate, and easy to understand.

The Government will utilize a Quality Assurance Surveillance Plan (QASP) throughout the life of the contract to ensure that the Vendor is performing the services required by this PWS in an acceptable manner. The Government reserves the right to alter or change the QASP at its own discretion. A Performance Based Service Assessment Survey will be used in combination with the QASP to assist the Government in determining acceptable performance levels. The COR will determine if the performance of the Vendor is below a metric standard and deem it unacceptable. The COR will then notify the Contracting Officer.

10. SECURITY

10.1. VA INFORMATION AND INFORMATION SYSTEM/PRIVACY REQUIREMENTS

10.1.1. GENERAL

All Contractors and Contractor personnel shall be subject to the same Federal security and privacy laws, regulations, standards and VA policies as VA, including the Privacy Act, 5 U.S.C. §552a, and VA personnel, regarding information and information system security. Contractors must follow policies and procedures outlined in VA Directive 6500, Information Security Program; and VA Handbook 6500.6, Contract Security which are available at: http://www1.va.gov/vapubs and its handbooks to ensure appropriate security controls are in place.

10.1.2. ACCESS TO VA INFORMATION AND VA INFORMATION SYSTEMS

VA will supply the Contractor with the minimum logical (technical) and/or physical access to VA information and VA information systems for employees, sub-contractors:

· to perform the services specified in the contract

· to perform necessary maintenance functions for electronic storage or transmission media necessary for performance of the contract, and (3) for individuals who first satisfy the same conditions, requirements, and restrictions that comparable VA employees must meet to have access to the same type of VA information.

All Contractors and subcontractors working with VA Sensitive Information are subject to the same investigative requirements as those of regular VA appointees or employees who have access to the same types of information. The level of background security investigation will be in accordance with VA Directive 0710, Handbook 0710, which are available at: http://www1.va.gov/vapubs, and VHA Directive 0710 and Implementation Handbook 0710.01, which are available at: http://www1.va.gov/vhapublications/index.cfm . Contractors are responsible for screening their employees. The following are VA's approved policy exceptions for meeting VA background screenings/investigative requirements for certain types of Contractor personnel:

· Contractor personnel not accessing VA information resources, such as personnel hired to maintain the medical facility grounds, construction contracts, utility system contractors, etc.

· Contractor personnel with limited and intermittent access to equipment connected to networks on which no VA sensitive information resides

· Contractor personnel with limited and intermittent access to equipment connected to networks on which limited VA sensitive information resides and with limited and intermittent access to facilities at which they are escorted

10.1.3. VA INFORMATION CUSTODIAL REQUIREMENTS

VA information provided to the Contractor for either the performance or administration of this contract shall only be used for those purposes. No other use is permitted without the CO’s express written authorization. This clause expressly limits the Contractor’s rights to use data as described in Rights in Data - General, FAR 52.227-14(d)(1). The Government shall retain the rights to all data and records produced in the execution or administration of this contract.

Prior to termination or completion of this contract, Contractor will not destroy information received from VA or gathered or created by the Contractor during performing this contract without prior written approval by the CO. A Contractor destroying data on VA’s behalf must do so accordance with National Archives and Records Administration (NARA) requirements as outlined in VA Directive 6300, Records and Information Management and its Handbook 6300.1 Records Management Procedures, and applicable VA Records Control Schedules. All data and reports shall be transferred to VBA upon contract completion.

The Contractor shall not make copies of VA information, electronic or otherwise, except as necessary to perform the terms of the agreement or to preserve electronic information stored on Contractor electronic storage media for restoration in case any electronic equipment or data used by the Contractor needs to be restored to an operating state.

The Contractor shall not use technologies banned in VA in meeting the requirements of the contract (e.g., Bluetooth-enabled devices).

10.1.4. PHYSICAL SECURITY

If the contract requires taking VA data to a contractor site and the data contains Personally Identifiable Information, the contractor will provide an independent physical security assessment of their facility to the COR prior to commencing work. General guidelines for physical security can be found in VA Directive 0730, Section 6 (Physical Security) and VA Memorandum (subj: IT Oversight & Compliance Information Physical Security Assessments) dated October 24, 2007.

10.1.5. TRAINING

All Contractor and subcontractor personnel requiring access to VA information and VA information systems shall complete the following before being granted access to VA information and networks:

1. Sign and acknowledge understanding of and responsibilities for compliance with the National Rules of Behavior related to access to VA information and information systems

2. Successfully complete VA Information Security Awareness training and annual refresher training as required

3. Successfully complete VA Privacy Awareness training and annual refresher training as required

4. Successfully complete any additional Information Security or Privacy training as required for VA personnel with equivalent information system access The Contractor shall provide to the COR a copy of the training certificates for each applicable employee within 1 week of the initiation of the contract and annually thereafter, as required. These online courses are located at www.tms.va.gov. To self-enroll, click the “Create New User” button on the red bar and complete the assigned training. The COR will provide the contractor with the appropriate information to complete self-enrollment. Technical issues with TMS should be directed to the TMS help desk at vatmshelp@va.gov or 1.866.496.0463.

Failure to complete this mandatory training within the timeframe required will be grounds for suspension or termination of all physical and/or electronic access privileges and removal from work on the contract until the training is completed.

All contractors must successfully complete onboarding training which consists of 3 initial weeks of training on software, hardware and VA, followed a month later with an additional week of more in depth training on VA benefits and services. Periodically throughout their service, supplemental training will be provided.

10.1.6. CONTRACTOR PERSONNEL SECURITY

All contract employees who require access to the VA site(s) and/or access to VA local area…