FID_Industry_Day_091619_Today.pdf

Federal Insurance Directorate Industry Day

September 16, 2019

Federal Insurance and Mitigation Administration

(FIMA)

Good Morning and Welcome!

To respect other participants joining online. We ask that you mute your phones during the presentation. We want to make sure that all participants can hear the dialogue. In addition, you may submit questions using the questionnaire form previously sent or use the chat box. We will gather questions and respond as appropriate.

You may submit your questions on questionnaire form to FEMA-Industry@fema.dhs.gov. The FEMA team will review and provide a follow up as appropriate.

Thank you for your cooperation!

Hosted by Industry Liaison Program

For more information on How to do business with FEMA visit our Website: http://www.fema.gov/about-industry-liaison-program mailto:FEMA-Industry@fema.dhs.gov http://www.fema.gov/about-industry-liaison-program

Agenda Welcome & Opening Remarks Federal Insurance Directorate and NFIP Overview Standard Operations Overview NFIP Direct Overview NFIP Communications Overview NFIP Information Technology Overview Portfolio Management Overview Contractual Information Submit Questions and Break Answer Session

Opening Remarks

Paul Huang Assistant Administrator for Federal Insurance

FEMA Strategic Vision and FIMA Goals

Building a Culture of Preparedness We aim to reduce disaster suffering by:

Federal Insurance Directorate and NFIP Overview

FID’s Mission and Vision Mission: Provide customer focused flood insurance to help survivors and their communities recover effectively from flood events.

Vision:

Transform the NFIP to reduce disaster suffering and increase the number of people covered by flood insurance.

Ensure quality and consistency of services across the program to improve the customer experience, and deliver a world-class operation.

Embrace updated technology to deliver our products and services in simple and customizable ways.

Leverage data and predictive analytics to provide oversight and aid decision making. Collaborate with partners to streamline survivor benefits and drive mitigation.

Promote the use of flood resistant materials and other innovations to minimize the impact of flooding.

NFIP Transformation

Risk Rating

2.0

FID Core Values Values: We must embody our organizational values of positivity, collaboration, and intellectual curiosity to create and maintain a culture that best enables us to achieve our mission.

Positivity Collaboration Intellectual Curiosity

• Bring your best self each day.

• Support our policyholders and your peers, leaders, and staff.

• Be solution-oriented.

Respect others.

• Work with others to solve problems.

• Develop relationships across the Agency.

• The Team comes before I.

• Keep learning and growing.

• Don’t stagnate; be reflective and curious.

• Lean forward and share what you know with others.

FID Organizational View

Universal Objectives (1/2)

Universal Objective 1: The NFIP is growing. As the program works to close the nation’s insurance gap and double the number of structures covered by flood insurance by 2022, support services must scale to meet the workload expected to deliver world-class operations, inclusive of day-to-day, response, and recovery activities.

Universal Objective 2: The NFIP must make it easier to sign up and maintain flood insurance. From forms, to rating, to the claims process, the NFIP must continue to evolve how it delivers the program to help close the insurance gap and communicate the value of mitigation. All providers must directly contribute to improving the customer experience.

Universal Objectives (2/2)

Universal Objective 3: FEMA must reduce the complexity of the NFIP and increase the program’s transparency. Leveraging process changes, improved communications, and new technology, FEMA must ensure that homeowners have insight, education, and confidence in the entire insurance lifecycle.

Universal Objective 4: To ready the nation for catastrophic disaster, FEMA must build and sustain long-lasting and mutually beneficial partnerships and coalitions with public and private organizations to leverage capabilities and influence, extending the reach of the NFIP’s mission.

Universal Objective 5: The NFIP must plan for and implement changes stemming from the reauthorization and other legislative and regulatory changes.

Programmatic Assumptions

• All activities will align to DHS/FEMA/FIMA/FID strategies and intents.

• Pivot will become the NFIP’s System of Record (SOR) prior to contract award.

• FEMA is updating policy forms, and while some will be finalized, not all will be completely in place at the time of contract award.

• Updated rates will be implemented in a phased approach, with initial new rates going into effect on October 1, 2020.

• The NFIP will continue to operate according to the current authorization and regulations but must ensure flexibility for changes.

Upcoming FID Contracts

FID Standard Operations

• Provide underwriting, claims, actuarial, and financial subject matter expertise and support NFIP Direct

• Serve as the NFIP’s wholly owned insurance company. Provide excellent customer service and deliver world-class operations to our policyholders

NFIP Communications

• Drive an increase of awareness of the value of flood insurance and increase the sale and retention of policies NFIP Information Technology

• Deliver and maintain modern technology to enable mission deliver Portfolio Management

• Provide sound portfolio management to better enable world class operations

Office of the Chief Component Procurement Officer

Lester L. Ingol Acting Deputy Head of the Contracting Activity

FID Standard Operations

Joshua Smith Insurance Acquisition and Technology Support Division Director

FID Standard Operations Overview

The Standard Operations contract is our primary source of subject matter expertise in support of FID Operations

The Contractor will provide underwriting, claims, actuarial, and financial expertise to support our program, the Write-Your-Own (WYO) insurance companies and the NFIP Direct

FID Standard Operations Scope Major activities include:

• Communication to policyholders, including correspondence

• Accounting, Financial, and Statistical Services

• Actuarial Analysis and support

• Underwriting support, including policy appeals

• Claims support, including general adjusting and claims appeals support

• Disaster Operations, including the establishment of Flood Response Offices

• Provide subject matter expertise to other contractors

NFIP Direct

Freda Copeland NFIP Direct Branch Chief

NFIP Direct Overview

The NFIP Direct contract is FEMA’s wholly owned insurance company – and serves over 650,000 policyholders

The Contractor will provide the full suite of services necessary to sell, underwrite, and service policies

NFIP Direct Scope (1/2) Major Activities:

• Issuance and administration of NFIP Direct policies, including Group Flood Insurance Policies (GFIP)

• Operation of the Special Direct Facility which handles the Severe Repetitive Loss (SRL) policies

• Operation of a call center to interact with NFIP stakeholders and address inquiries through various channels (phone calls, social media, emails, etc.)

• Operation and maintenance of an IT system, which houses all NFIP Direct policies data, with an Authorization to Operate (ATO) from FEMA/DHS

• Communication with stakeholders including control led correspondence, which is considered VIP (congressional), White House and DHS correspondence.

• Establish, manage, and operate a Flood Insurance Catastrophe Office (FICO) at disaster locations as needed, per FEMA requirements

NFIP Direct Scope (2/2) Major Activities (continued):

• Function as a test laboratory for program innovation and initiatives and continuously review, improve and innovate processes

• Support FEMA Office of Chief Counsel (OCC) in litigation activities regarding NFIP Direct Policy and Claims cases

• Provide Regional Sales Managers as a resource, for reinforcement of Program products

• Develop and execute marketing initiatives and communications products to support the increase of NFIP Direct policies

Questions Submitted Before Industry Day Q: What expectations are there for the NFIP Direct provider to develop marketing and communications approaches separate from the FID M&O Branch?

A: FEMA’s expectations for marketing and communications will include but not limited to the below topics. FEMA looks for coordination of efforts as needed with FID’s Marketing and Outreach (M&O) Branch

• Policy growth and retention

• GFIP Retention

• Regional marketing to NFIP Direct agents. (FID’s M&O Branch will focus activities on the policyholder in this section).

Q: How will FEMA-generated initiatives be selected for the test laboratory? Will the contractor be involved in helping shape or suggest initiatives?

A: Labs will be selected based on various FEMA initiatives and FEMA also looks for contractor innovations in working towards common goals.

Q: Will the entire contract be FFP? If so, how will the government ensure enough flexibility to successfully support the test-laboratory function, which can be very open-ended?

A: The NFIP Direct contract is likely to be a hybrid, containing fixed price as well as potentially cost reimbursable, labor hour, and/or time and material elements.

Questions Submitted Before Industry Day Q: Will there be any additional requirements to the current scope of work?

A: At this time there are no additional requirements under the scope of work however, they are still subject to change.

Q: What Call Center data will be required to be obtained and reported to show customer service goals are met?

A: The contractor should be able to supply FEMA with call measurements to support Service Level Agreement (SLA) numbers are met. Categories of measurement may include but not limited to: calls abandoned, abandonment rate, average handle time, average speed of calls answered, etc.

Question: Will the call center be combined with other FEMA call centers or remain with the Direct contractor?

A: No, the NFIP Direct Call Center will not be combined with other FEMA call centers. The Direct will continue to house a Call Center that focuses on NFIP Direct customers however FEMA reserves the right if other call center additions are warranted.

NFIP Communications Claire Thomas

Marketing and Outreach Branch

NFIP Communications Overview The NFIP Communications Contract is FEMA’s primary vehicle to communicate the value of flood insurance to the Nation

NFIP Communications Scope Performance Objectives:

OBJECTIVE 1 – Lessen individuals’ personal risk by closing the nation’s insurance gap and focusing on financial preparedness. Use marketing and behavioral science to improve individuals’ and communities’ understanding of their risk, communicate the value of insurance, and drive specific actions that reduce risk, including the purchase or retention of a flood insurance policy.

OBJECTIVE 2 – Create and promote clear, consistent communication assets for the NFIP to improve customer service, reduce the complexity of the NFIP, and increase the program’s transparency.

OBJECTIVE 3 – Develop, build, and sustain stakeholder engagements and partnerships to leverage capabilities and influence for enhanced messaging and marketing of the NFIP.

NFIP Information Technology (IT)

Shukti Banerjee Insurance Systems Branch

NFIP IT Overview The NFIP IT contract will enable FEMA to maintain its modernized system, and continue to develop and deliver useful technology to enable mission delivery

The Contractor will support the maintenance of Pivot and other applications, provide expert data analytic support, and help the program pursue and utilize other technology advancements to support world-class operations

NFIP IT Scope Major Activities:

• Maintenance of current applications, and development of new applications to support business process evolution and implementation of program changes

• Ensuring cybersecurity and privacy standards are met to protect policyholder data

• Delivering the full lifecycle of software development and maintenance, in compliance with FEMA, DHS, and government wide directives

• Support the development of mobile applications to enable the sale and service of flood insurance policies

• Provide data analytic support to improve predictive and fraud analytic capabilities, policy analysis, decision making, and support response and recovery efforts

Craig Kennedy Insurance Program Management Branch Chief

Portfolio Management Overview The Federal Insurance Directorate (FID) requires expertise and support from a proven portfolio management industry leader to spearhead the maturity of the existing FID integrated portfolio management model.

The Contractor will be expected to support the development and execution of strategies to improve portfolio, program, project, performance, risk, and organizational performance in support of the following objectives

Portfolio Management Scope OBJECTIVE 1: Improve organizational and operational efficiencies through increasing portfolio management capabilities

OBJECTIVE 2: Enable more effective delivery of FID strategy

OBJECTIVE 3: Mature the culture of portfolio management excellence

Contractual Information

Frank Villamizer FEMA Deputy Director, Acquisitions

Contract Type and Period of Performance (Subject to Change)

Final acquisition plans have not yet been approved as of this webinar. However, we envision leveraging several sources to support the work.

Each contract is expected to up to 5 years, including any and all options that may be exercised.

Each contract is likely to be a hybrid, containing fixed price as well as potentially cost reimbursable, labor hour, and/or time and material elements.

Important Considerations FEMA's strives to have the highest ethical standards of fairness during the acquisition process. In some cases contractors selected for certain awards will have a limitation to future contracting based on the nature of the contract received.

Not all questions submitted before Industry Day will be answered today during the webinar

Answers to all questions received will be posted to the appropriate venues (FBO, GSA, etc).

The slides used for this Industry Day webinar will be attached to the solicitations.

Submit Questions Please email your questions to FEMA-Industry@fema.dhs.gov using the

FID Industry Day Webinar Questionnaire Form.

We will resume the webinar at 12:30 to answer as many of the questions received as we can.

Some questions may not be answered today, but all questions will be answered and posted to the appropriate fora (i.e. FBO.gov, GSA eBuy) in the near future.

mailto:FEMA-Industry@fema.dhs.gov

Upcoming FID Contracts

FID Standard Operations

• Provide underwriting, claims, actuarial, and financial subject matter expertise and support NFIP Direct

• Serve as the NFIP’s wholly owned insurance company. Provide excellent customer service and deliver world-class operations to our policyholders

NFIP Communications

• Drive an increase of awareness of the value of flood insurance and increase the sale and retention of policies NFIP Information Technology

• Deliver and maintain modern technology to enable mission deliver

• Provide sound portfolio management to better enable world class operations

Closing Remarks

Thank you for your participation!