Attachment_1-_Performance_Work_Statement_32119.doc

DEPARTMENT OF HOUSING AND URBAN DEVELOPMENT

451 7th St SW Washington, DC 20410 Electronic Mail Services

PERFORMANCE WORK STATEMENT

21 March 2019 Table of Contents

2Table of Contents

31. General Information

31.1 Introduction

31.2 Background

31.3 Considerations and Constraints

31.4 Purpose

41.5 Non-Personal Services

41.6 Period of Performance

41.7 Place of Performance

41.8 HUD Hours of Operation

41.9 Special Qualifications

41.10 Post Award Kickoff Conference

41.11 Status Meetings

51.12 Contractor Travel

51.13 Transition In

51.14 Transition Out

62. Definitions and Acronyms

62.1 Definitions

72.2 Acronyms

83. Government-Furnished Property and Services

83.1 Materials

83.2 Quality Assurance

104. Contractor-Furnished Items and Services

104.1 Contractor Responsibilities

104.2 Contractor Personnel

104.3 Identification of Contractor Employees

104.4 Quality Control

125. Tasks

125.1 Electronic Bulk Mailing

135.2 Optional Task 1: Electronic Bulk Mail and Electronic Certified Mail Management Services System

145.3 Optional Task 2: 24/7 Web-Based Electronic and Electronic Certified Mail Management System

156. Deliverables and Reports

167. Performance Requirements Summary

1. General Information

1.1 Introduction

The Department of Housing and Urban Development (HUD), Office of Administration (OA), requires a contractor to provide Electronic Mail Services (EMS) that must include – (1) Electronic Bulk Mail, and (2) an Electronic Bulk Mail and Electronic Certified Mail Management Services System, and a 24/7 Web-Based Electronic and Electronic Certified Mail Management System. Through this procurement, HUD intends to award a single contract for EMS at its Headquarters building, located at 451 7th St SW, Washington, DC 20410.

1.2 Background

HUD is the Federal Agency charged to create strong, sustainable, inclusive communities, and quality affordable homes for all. HUD’s OA is responsible for delivering administrative support and customer service nationwide to assist HUD employees in fulfilling the Department’s mission to build a stronger HUD, to help secure quality housing, end homelessness, strengthen communities, and to level the playing field for all Americans. OA is continuously striving to become the premier customer service provider in HUD through consistent and equitable service and making the most efficient use of employees’ skills, resources, and technology.

The Electronic Bulk Mailing Services has been utilized in HUD Headquarters for many years as a method of electronically processing redundant bulk mail for various Program Offices throughout the Department. Use of this service has continued to be a vital component of HUD Program Office strategic, mission-driven initiatives. Utilizing this service has more than proven to be a more efficient and cost-effective tool that frees HUD staff from a rather labor-intensive process of communicating significant HUD policy, regulations, procedures, and other significant information to its clients. Additionally, since the United States Postal Service (USPS) requires all government agencies to process their certified mail electronically, HUD is equally responsible for processing, monitoring and documenting its daily certified mail activities into a more efficient, cost-effective, and less labor-intensive method.

The OA continues to offer electronic bulk mailing services to several of its HQ Program Offices in addition to the continued use of manually processing certified mail in its nationwide office locations. Over the years, mail management requirements have evolved and changed with the advent of more efficient and integrative technologies. These technologies will provide HUD with the means to electronically integrate all its mail activities into one consolidated system whereby the Department can achieve greater success in meeting the critical demands of its strategic mission and goals.

1.3 Considerations and Constraints

The services identified in this PWS shall adhere to the rules, regulations, laws, standards, and conventions identified by HUD as well as within the Federal Government. Considerations and constraints include the following:

1. Procurement laws and regulations, including the Federal Acquisition Regulations (FAR)

2. Appropriations and fiscal law requirements, including the Anti-Deficiency Act

1.4 Purpose

HUD requires the services of a USPS approved contractor, that is currently IRS-certified, to provide 24/7 web-based mailing services directly via a secure internet website. HUD needs the web-based, IRS-certified mailing services to prepare electronic bulk mailings and regular certified mailings whereby the service electronically prints letters from various data files and letter templates, affixes postage, digitally tracks, and maintains a record of all processed mailings for a minimum of 10 years. The intent of this contract is to provide the potential contractor with a set of specifications and requirements that provides HUD with a cost-effective, integrated secure web-based mail management system to process IRS-certified bulk mailings and electronic certified mailings. HUD also requires the integrated web-based mail management system be comprehensive in providing full visibility to specified authorized users, including postal usage and costs at all HUD nationwide office locations. The Department also requires a system capable of providing services to process various classes of mail in all HUD offices nationwide during emergency situations and/or during Continuity of Operations (COOP) situations.

1.5 Non-Personal Services

The Government will neither supervise Contractor employees nor control the method by which the Contractor performs the required tasks. Under no circumstances will the Government assign tasks to or prepare work schedules for individual Contractor employees. It shall be the responsibility of the Contractor to manage its employees and to avoid any actions that are of the nature of personal services, or give the perception of personal services.

If the Contractor believes that any actions constitute, or are perceived to constitute personal services, it shall be the Contractor's responsibility to notify the Contracting Officer (CO) immediately. These services shall not be used to perform work of a policy, decision making or management nature, i.e. inherently Government functions. All decisions relative to programs supported by the Contactor will be the sole responsibility of the Government.

1.6 Period of Performance

The period of performance shall consist of five years of service and will include a base year and four subsequent option years. This requirement also includes one optional tasks, which once exercised, will run in parallel with the basic requirement.

1.7 Place of Performance

The Place of Performance shall be at a location designated by the contractor.

1.8 HUD Hours of Operation

The contractor shall perform Electronic Bulk Mail Services Monday through Friday from 8:00am to 5:00pm, Eastern Standard Time, excluding Federal Holidays unless otherwise identified. The contractor shall maintain the Electronic Certified 24/7 Web-Based Mail Management Services System 24 hours per day, 365 days per year. The Contractor shall maintain an adequate workforce for the uninterrupted performance of tasks defined within this PWS. When hiring personnel, the Contractor shall keep in mind that the stability and continuity of services are essential.

1.9 Special Qualifications

Special qualifications shall be identified within each task as required.

1.10 Post Award Kickoff Conference

The Contractor shall attend any post award conference convened by the contracting activity or contract administration office in accordance with FAR Subpart 42.5. The Government intends to convene a Post Award Conference with the Contractor within ten business days after contract award. The Contracting Officer shall notify the Contractor of the specific date, location, and agenda within five business days after contract award. The post award conference and subsequent meetings may be held via teleconference.

1.11 Status Meetings

The Contracting Officer (CO), Contracting Officer’s Representative (COR) and other Government personnel, as appropriate may meet periodically with the Contractor to review Contractor performance, requirement status, etc. At these meetings, the Contracting Officer shall apprise the Contractor of how the Government views the Contractor's performance, or progress of the requirement. The Contractor shall apprise the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the Government.

1.12 Contractor Travel

Contractor travel outside of Washington, DC, Maryland, and Virginia is not applicable.

1.13 Transition In

The Contractor shall, upon the Contracting Officer's written notice, furnish Transition-In services as required. The Transition-In may be for a period of up to 60 calendar days. As a successor, the Contractor shall have sufficient personnel onboard during the Transition-In period to ensure a smooth transition with the incumbent Contractor.

The Contractor shall provide an orderly transition of work acceptance and accomplishment such that any impact to the program is minimized. During the Transition-In period, the Contractor shall become familiar with the requirements in order to commence full performance of services by the end of the purchase Order’s Transition-In period. Transition-In is not required if the successor Contractor is the incumbent Contractor. The contractor shall provide to the COR and Contracting Officer, within 5-Business days of contract award, a transition plan that includes a schedule and plan of the action for transitioning.

1.14 Transition Out

To minimize any decrease in productivity and to prevent possible negative impacts on additional services, the Contractor shall have sufficient personnel onboard during the Transition-Out period. The incumbent Contractor shall ensure a smooth transition with the successor contractor or Federal Government Employees that will assume these duties during the Transition-Out period, prior to completion of contractual performance. The incumbent Contractor shall aid the successor in the development of plans, procedures, and methods for the assumption of all on going work.

The Contractor shall provide an orderly transition of work acceptance and accomplishment, such that full control by the successor contractor is achieved by the end of the successor Transition-In period.

2. Definitions and Acronyms

2.1 Definitions

1. Acceptance – Provided when an authorized representative of the Government has inspected and agreed that the work meets all requirements of this contract, to include documentation requirements.

2. Approval – Provided when the Government has reviewed submittals, deliverables, and administrative documents (e.g., insurance certificates, installation schedules, planned utility interruptions, etc.) and has determined the documents conform to contract requirements.

3. Business/Work Days - Every official work day of the week which days between are and including Monday to Friday. This does not include public holidays and weekends.

4. Calendar Day - Any day of the week.

5. Contractor - A supplier or vendor awarded a contract to provide specific supplies or service to the Government. The term used in this contract refers to the prime.

6. Contractor Program Manager (CPM) – An employee of the Contractor to meet program objectives or production requirements. CPMs are responsible for subordinate projects within the scope of the overall program. The CPM is ultimately responsible for effectively managing all Contractor business and technical risks to ensure effective systems and services are delivered to the Government, within budget, and at the required levels of performance.

7. Contracting Officer (CO) - A person with authority to enter into, administer, and/or terminate contracts and make related determinations and findings on behalf of the Government. Note: the only individual who can legally bind the Government.

8. Contracting Officer’s Representative (COR) – An employee of the U.S. Government appointed by the Contracting Officer to perform specifically delegated contract management activities in regards to administrative and technical issues. This individual has authority to provide technical direction to the Contractor as long as direction is within the scope of the contract, does not constitute a change and has no funding implications.

9. Deliverable - Anything that can be physically delivered, but may include non-manufactured things such as meeting minutes or reports.

10. Emergency Callback - A service request or other request for service placed outside of normal working hours and of such a nature that response cannot wait for the resumption of the next day’s normal working hours.

11. Government Furnished Property (GFP) - Government-furnished property means property in the possession of, or directly acquired by, the Government and subsequently furnished to the Contractor for performance of a contract. Government-furnished property includes, but is not limited to, spares and property furnished for repair, maintenance, overhaul, or modification. Government-furnished property also includes contractor-acquired property if the contractor-acquired property is a deliverable under a cost contract when accepted by the Government for continued use under the contract.

12. Normal Working Hours - The hours of building operations under most circumstances when all services must be provided to all occupants from 8:00am to 5:00pm.

13. Operations - The continual process of using building equipment systems to accomplish their function, optimize building performance, and improve energy efficiency. Operations includes analysis of requirements and systems capabilities, operating controls and control systems, responding to service requests, touring and observing equipment performance and condition, adjusting equipment, identifying needed maintenance and repairs to equipment, and maintaining lubrication and chemical treatments, etc.

14. Program/Project Manager (P/PM) – An employee of the U.S. Government with the responsibility, and relevant discretional authority, who is uniquely empowered to make final scope-of-work, capital-investment, and performance acceptability decisions on assigned acquisition programs. The P/PM is also responsible for meeting program objectives or production requirements through the acquisition of any mix of in-house, contract, or reimbursable support resources. P/PMs are responsible to stakeholders for management and oversight of subordinate projects within the scope of the overall program, as well IPTs. The P/PM is ultimately responsible for effectively managing all business and technical risks of the program to insure effective systems and services are delivered to the end user on schedule, within budget and at the required levels of performance.

15. Project Manager (PM) – As agreed, an employee of the U.S. Government, and/or Contractor assigned responsibility for accomplishing a specifically designated work effort or group of closely related efforts established to achieve stated or designated objectives, defined tasks, or other units of related effort on a schedule, within cost constraints and in support of the program mission or objective. The PM is responsible for the planning, controlling, and reporting of the project, and for the management of required functions, including acquisition planning, defining requirements, business case development, performance of the schedule, and formulation, justification and execution of the budget. The PM is responsible for effectively managing project risks to ensure effective systems and services are delivered through a total life-cycle approach to the end user on schedule, within budget and at the required levels of performance. A P/PM may also serve as PM for projects within the scope of the program.

16. Performance Requirements Summary (PRS) - A listing of the performance requirements under the contract that are to be evaluated by the Government on a regular basis, performance indicators for these requirements, performance standards for these requirement and surveillance methods to be used to determine if performance standards are met.

17. Performance Standard - The Contractor's performance level required by the Government.

18. Performance Work Statement (PWS) - A statement of work for performance based acquisitions that describe the required results in clear, specific and objective terms with measurable outcomes.

19. Quality Assurance (QA) - Policies and procedures adopted by the Government to ensure that supplies and services acquired under Government contracts conform to the contracts quality requirements.

20. Quality Assurance Surveillance Plan (QASP) - A plan describing how the agency shall survey, observe, test, sample, evaluate and document the Contractor's performance in meeting critical performance standards identified in the contract.

21. Quality Control (QC) - All necessary measures taken by the Contractor to assure that the quality of an end-product of service shall meet contract requirements.

22. Service Request - A response to a HUD, tenant, or agency request or a response to an observation that some equipment, system or material covered by the contract is inoperable, dysfunctional, deteriorated, or not within normal operating parameters, or that performance standards of the contract are not being met. Service request response involves analysis of the problem and adjustment of operating or monitoring controls or other immediate corrective action. A requirement to perform a repair may result from the analysis stage of a service request.

2.2 Acronyms

1. AQL – Acceptable Quality Level

2. CO - Contracting Officer

3. EST - Eastern Standard Time (U.S.)

4. P/PM – Program/Project Manager (Government only)

5. PM – Project Manager

6. COR – Contracting Officer’s Representative

7. HUD - U.S. Department of Housing and Urban Development

8. HUDAR - HUD Acquisition Regulation

9. IT - Information Technology

10. OCPO - Office of the Chief Procurement Officer

11. QA - Quality Assurance

12. QASP - Quality Assurance Surveillance Plan

13. QCP - Quality Control Plan

3. Government-Furnished Property and Services

The Contractor shall ensure accurate control and accountability of all Government-Furnished Property in accordance with the terms and conditions of this contract. The Government will furnish electronic data files and letter templates as often as daily (Monday through Friday).

3.1 Materials

Copies of required materials may be provided to the Contractor in hard, or soft copy. All materials shall remain the property of the Government and shall be returned to the COR upon request and at the end of the contract period

3.2 Quality Assurance

The Government will evaluate the Contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan (QASP). This plan is primarily focused on what the Government must do to ensure that the Contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance and the minimum acceptable quality level.

As part of the Government’s quality assurance program, the Government may:

1. Review and, if warranted, reject any reports or other submittals required from the Contractor.

2. Review monthly progress reports and any computerized or hardcopy records maintained by the Contractor documenting performance under this contract and require correction of any unsatisfactory conditions noted.

3. Determine the adequacy of the Contractor’s quality control program and documentation and the overall success of this program. The Government may order improvements if it determines the program is insufficient or ineffective.

4. Obtain tenant satisfaction survey information and require improvements in service based on such information to the extent such results correlate with deficiencies in contract requirements.

5. Conduct physical inspections of facility equipment and systems, to include programs and files maintained on computers and Contractor onsite offices and work areas and require correction of deficiencies noted.

6. Perform inspections with Government personnel or independent third-party inspectors.

Contractor performance will be evaluated based on the performance success or deficiencies, success or failure in meeting contract requirements, and the Contractor’s record of correcting deficiencies when noted. While corrective actions shall be noted, a record of significant performance deficiencies may lead to a performance evaluation that is less than satisfactory even if the Contractor takes corrective action. The use or nonuse of any quality assurance methods (e.g., a measurement and verification (M&V) program) by the Government shall not constitute a waiver of, or excuse from contract requirements.

The Government may implement or change quality assurance measures at any time during the term of the task order.

All records and files that this contract requires the Contractor to maintain shall be made readily accessible to Government representatives, including third party contract inspectors, on request. All records and files used, or generated during the contract by the Contractor, including all standard operating procedures and building operating plans, shall become the property of the Government (this excludes employee personnel files and company financial information).

The Contractor shall instruct all onsite personnel to cooperate with the Government or third-party contract inspector requests for records access and information. This includes answering honestly and comprehensively all questions related to performance of work. The Contractor shall provide personnel to enable inspectors, including third party contract inspectors, to perform inspections of equipment. The Contractor shall notify the PPM and COR two (2) weeks in advance when equipment is to be opened and available for inspection by the Government. The Contractor shall open and operate the equipment for observation by all inspectors at no additional cost to the Government provided the Government requests the service at least 48 hours in advance. Most inspections shall be performed during normal working hours. However, the Contractor shall provide personnel to enable access for inspectors to conduct observation and testing after normal hours to avoid possible disruption to tenants.

4. Contractor-Furnished Items and Services

The Contractor shall furnish, all facilities, equipment, and supplies required to perform the work under this contract that are not listed under Government-Furnished Property and Services, unless otherwise stated herein.

4.1 Contractor Responsibilities

The Contractor shall only conduct business with designated Government personnel listed as a Point of Contact (POC). Names of authorized personnel shall be provided to the Contractor by the Government, in writing and updated as necessary throughout the agreement period.

U.S. Government records, copies of original results and reports, verified original data, corrected data and corrected supporting final reports which are maintained by the Contractor shall remain the property of the U.S. Government. These files/results shall be surrendered to the COR on or before the end of the contract’s performance period.

4.2 Contractor Personnel

The following is considered Key Personnel on this contract:

1. Contract/Project Manager The Contractor shall provide a Contractor/Project Manager (CPM) who shall be responsible for the performance of work. The CPM is considered Key Personnel by the Government and shall be listed as such in accordance with HUDAR 2452.237-70, Key Personnel. The CPM shall have full authority to act on all contract matters relating to the daily operations of this contract. Accordingly, at a minimum, the point of contact shall have the technical knowledge of the requirement and be in the position to receive assignments and technical guidance from the COR and CO per HUDAR 2452.237-73, “Conduct of Work and Technical Guidance,” and shall be allocated enough hours to the requirement to ensure successful performance. The point of contact shall be an employee of the Contractor. An employee of a subcontractor is not acceptable. The CPM shall be available between the hours of 8:00am to 4:30pm Monday through Friday Eastern Time, except Federal Holidays, or when the Government facility is closed for administrative reasons. The CPM must be able to read, write, speak, and understand the English language fluently.

4.3 Identification of Contractor Employees

All Contractor personnel shall wear company picture identification badges to distinguish themselves from Government employees when visiting a HUD facility to conduct business. When conversing with Government personnel during business meetings, over the telephone, or via electronic mail, Contractor personnel shall identify themselves to avoid situations arising where sensitive topics might be better discussed solely among Government employees. Contractors shall identify themselves on any attendance sheet, or any coordination documents they may review. Electronic mail signature blocks shall identify their company affiliation.

4.4 Quality Control

The Contractor shall establish and maintain a complete Quality Control Program that ensures services are performed in accordance with this contract. The Contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The Contractor's quality control program is the means to ensure that work complies with the requirements of the contract. The Contractor shall develop, maintain, enforce, and provide a Quality Control Plan (QCP) within 10 business days after contract award. The QCP shall be submitted to the COR within five (5) working days when changes are made thereafter. The QCP shall ensure the Government receives the level of quality that is consistent with the requirements specified in this contract. The QCP shall provide the Contractor’s methodology for identifying, recruiting, and retaining qualified personnel. The QCP shall also provide the Contractor's methodology for resolving problems identified by the Government during reviews conducted in accordance with its Quality Assurance Surveillance Plan (QASP). The QCP shall also provide the Contractor's methodology for establishing an internal feedback system for support personnel, and for resolving problems identified by that feedback system. The QCP shall demonstrate and validate that the services or deliverables to be provided under the contract are completed with a level of quality that meets the minimum performance threshold established in the Government's QASP. The QCP shall address the Quality Management Approach, Quality Assurance, Quality Control, and Quality Standards.

Initiation of service prior to submission of the QCP does not relieve the contractor of the responsibility to take adequate Quality Control measures. Upon approval, the Contractor shall implement the QCP to ensure contract compliance. An acceptable QCP shall include, as a minimum, inspections by onsite supervisory personnel and by one or more qualified outside parties. The Contractor is advised to consult with the PPM and COR after award but prior to the start of the contract to further develop and adjust the QCP. The system of checklists, inspection methodology, and frequencies shall be documented by the Contractor. The Contractor shall maintain a local file of all quality control inspections conducted by the Contractor, including the corrective actions taken. This documentation shall be made available to the Government during the term of this contract. A copy of these inspection reports shall be submitted to the PPM and COR as an attachment to the monthly progress report and all documentation made available to the Government upon request during the term of the contract.

5. Tasks The tasks encompassing this PWS are listed below and support the scope of work.

5.1 Electronic Bulk Mailing

This contract will involve the electronic processing of highly confidential and sensitive taxpayer information. Therefore, the contractor shall possess and maintain the required Internal Revenue Service (IRS) Certification outlined in IRS Publication 1075, “Tax Information Security Guidelines for Federal, State, and Local Agencies, or its Replacement.” The contractor shall provide a copy of its certification, annually, to the COR/PPM.

The Contractor shall be available to receive data files, letter templates, and/or pre-merged files from HUD between the hours of 8:00 a.m. – 5:00 p.m. (EST), Monday through Friday each Federal business day. Data files, letter templates, and/or pre-merged files will be contained on computer-generated data files in formats currently used by HUD, via the use of a SFTP method. The Contractor shall accept and apply the use of the data files, letter templates, and/or pre-merged files in software formats currently used by HUD.

The Contractor shall log the date and time of receipt of each SFTP data file, letter template, and/or pre-merged file format delivered electronically to their site by assigning a specifically identifiable job number to each data file.

Upon receipt, the Contractor shall process all data files, print all letters, and stuff the letters in HUD-approved envelopes appropriate for each individual job, seal all envelopes, meter or affix first-class postage to each envelope, and transport all letters to the United States Postal Service (USPS). The Contractor shall assure that 99.99% percent of the time, the intended recipient is mailed a correctly merged, addressed, and printed letter indicated in each job. All jobs shall be delivered to the USPS no later than the final postmark date indicated in the request.

The Contractor shall print all jobs on 8 1/2" x 11", non-perforated, white, 20lb paper. Other standard colors of paper may be requested by HUD and shall be provided by the Contractor at no additional cost. The print quality shall be equivalent to industry "letter standards". Most applications, representing a large percentage of HUD’s total letter volume, will require Number 10, 24 lb., double plastic window envelopes, approved by HUD with black ink on white paper. Some applications may require HUD-approved, 9" x 12" double plastic window envelopes. All equipment used to process letters, as well as all supplies, including paper, industry standard envelopes, printing materials, and postage, shall be provided by the Contractor. The Contractor shall provide and use industry standard envelopes. All envelopes and the expense to design the envelopes, as well as the expense for all other supplies, materials, and equipment, shall be incurred by the Contractor.

The Contractor shall reject all address data/printed letters that do not contain an address that is acceptable for delivery by USPS standards. Rejected letters shall be specifically identified and reported to the COR/PM as part of a written confirmation report within 24 hours of processing.

The contractor shall provide a written confirmation of letters processed for each job via electronic mail within 24 hours of production to the point of contact for the specific HUD system application and to the PM. The Contractor shall provide legal proof of mail entry (i.e., the USPS Postage Statement - PS Form 3600), into the USPS mail stream from inception of the mail piece to delivery to a recipient and also provides HUD Offices with the accessibility necessary to process various classes of mail during emergency situations and/or during periods of Continuity of Operations (COOP).

The Confirmation Report shall include, but is not limited to, the ten-digit job identification number, the date of processing, the first letter identification number, the last letter identification number, the total letters received, the number of missing/rejected letters, the total letters mailed and the specific identification of each rejected letter with a brief explanation of why the letter was rejected.

Sample Confirmation Report

0067 Insufficient Address

The Contractor shall provide the actual date of contractor processing on each letter. Contractors are encouraged to provide users with the highest level of USPS strategic discounts as approved by the USPS, e.g. GSA Schedule 48.

The Contractor shall employ the use of equipment and/or software that adds and/or corrects all zip codes contained in the data file, or, if using a post-print correction scan process, on letters that have been printed. This software must add and/or correct zip codes to ensure that each letter has a Nine-digit zip code (zip + 4) with an accuracy rate of at least 99%. All mail pieces are to contain the corresponding eleven-digit delivery point barcode, as prescribed by the USPS.

The Contractor shall within 10 business days after contract award, provide a list of secure alternate sites for data file and letter template processing in the event of electric, mechanical, or other types of failure that may prohibit the processing of data file and letter templates at the primary site. In the event the Contractor elects to use a secure alternate site, the Contractor shall be responsible for delivery of jobs to the secure alternate site. All mandatory requirements listed in this Performance Work Statement shall remain in effect for the secure alternate site. Any updates shall be required to be submitted as required.

Within three (3) business days of processing, the Contractor shall return or make available electronically, all materials provided by HUD. The Contractor shall ensure that all materials are returned in the same condition as received by the Contractor.

Future changes to any HUD established application and/or procedure shall be provided to the COR/PM, in writing, prior to implementation. The Contractor shall provide specific documentation detailing the specifics of the letter changes made to its applications and/or procedures for testing and implementation. The documentation shall be thorough and technically detailed to enable HUD Programmers to produce new applications with minimal assistance from the contractor. This procedure shall include pre-determined time frames for processing test data and provide feedback to the COR/PM or his/her specified agent. The Contractor shall, at the discretion of the COR/PM, print the results of newly, tested, or modified existing applications and provide a copy to the COR/PM.

The Contractor shall provide technical assistance/recommendations to HUD to modify existing applications or introduce new applications when requested to do so by the COR/PM. This item shall not be separately priced. The Contractor shall maintain complete and updated documentation on all HUD applications. These documentation files are to be made available for inspection at any time and are to be considered the property of HUD.

The Contractor shall, at the discretion of the COR/PM, and only upon receiving written instructions from the COR/PM, perform systems analyst functions to implement a new application, make software changes and other modifications to HUD applications to facilitate processing. In some instances, software changes may be required to perform calculations needed to create some of the variable data used in the application.

5.2 Optional Task: Electronic 24/7 Web-Based, Electronic Certified Mail Management System (Period of Performance Starts: 11-27-2019 and Base Period is 7 months)

The Contractor shall provide a web-based system that is compatible with HUD’s current electronic systems, which currently reside in a Windows 10 operating system environment. The Contractor shall be an approved USPS certified mailing and shipping online vendor. The Contractor shall track all mailings from inception of mailing requests to receipt by its customer(s). The Contractor shall provide a weekly report that provides the status of all mailings from inception of a mailing request to receipt of the mailing by its targeted customer. “Contractors are encouraged to provide users with the highest level of USPS strategic discounts as approved by the USPS, e.g. GSA Schedule 48 discount”.

The Contractor shall process mail electronically for all HUD nationwide office locations. The Contactor’s 24/7 web-based electronic certified mail management system shall be accessible directly via a secure internet website. The Contractor’s system shall list each HUD Headquarters and Field Office location separately to allow access by multiple user log-ins based on their specific location. The Contractor shall provide HUD an electronic method to track all postage costs and mail activity usage via the establishment of this centralized, secure log-in enterprise architecture.

The Contractor shall abide by all GSA Federal Mail Management Accountability Regulations implemented for all Federal Agencies to provide weighing, calculating, and affixing postage to all mailings either via an electronic or manual method. The Contractor shall provide authorized users with electronic access to weekly reports, governed by USPS postal regulations when affixing postage to all mailings.

The Contractor shall coordinate with USPS on required mailing registrations, licenses, and fees to obtain access to HUD’s USPS Postal account and be a USPS-approved eCertified mailing and shipping online vendor.

The Contractor shall provide on-site training on using the system or have training available to end-users via a secure Webinar and/or secure, established link. The contractor shall provide and maintain a tollfree (1-800) telephone number. This toll-free telephone number shall provide technical and customer service support to end-users that includes a fully, functional, operating system of security and maintenance.

6. Deliverables and Reports All deliverables and reports shall be approved by HUD prior to acceptance. The Contractor shall provide the following deliverables and reports:

Section

7. Performance Requirement Summary The Performance Requirement Summary (PRS) chart below lists the contract’s primary requirements, the associated performance standards, the expected target performance, and the methods of surveillance. While some contract requirements may not be listed in the PRS chart below, requirements not appearing in the PRS chart do not negate the Contractor’s obligation to perform all requirements as specified in the contract. Additionally, HUD reserves all rights and remedies under the provisions and clauses of the contract when performance of any contract requirement, whether listed below, is unacceptable.

HUD has developed a Quality Assurance Surveillance Plan, but is subject to change, to be used to provide contract oversight. In conjunction with the Contractor’s Quality Control Plan and various other methods of assessing performance, the COR and PPM may perform on-site reviews and/or other types of verification to determine that the specified target performance requirements have been met. Regular review of Contractor performance is critical to the overall success of the contract. On a monthly basis, the COR will evaluate the quality of the product(s), or service(s).

The Performance Requirements Summary (PRS) headings are defined as follows:

1. PWS Section- Lists the section in the PWS the Contractor shall perform service.

2. Performance Statements (PWS Reference)- Lists the applicable outcome (service required) as stated in the PWS.

3. Performance Standard- States the performance standard(s) that the Contractor must meet as set forth for completeness, reliability, accuracy, timeliness, and quality.

4. Acceptable Quality Level (AQL)- Percentage or minimum required acceptable level of service (i.e., no more than one customer complaint per report).

5. Surveillance Method- Lists the assessment/monitoring method the Government will use to evaluate the Contractor’s performance in meeting the contract requirements and indicates who performs the surveillance. Definitions of methods of surveillance are below.

a. 100% Inspection- Used for those products and services which are considered critical tasks. All tasks that use this method of surveillance shall be reviewed by HUD and certified for its completeness, accuracy, and conformance to HUD’s standard.

b. Validated User Complaints- User complaints shall be received through various communications, telephone calls/surveys, email, forum entries, etc. User complaints shall be recorded and maintained by HUD.

6. Incentive/Disincentive- States the outcome for performance above, or below the AQL of service.

PWS

Section

AQL: Zero deviation.

AQL: Zero deviation

AQL: Zero deviation

AQL: Zero deviation

AQL: Zero deviation

AQL: Zero deviation

Standard: 100% AQL: Zero deviation

NITAAC

CIO-SP2i Template June 8, 2010

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Housing and Urban Development Electronic Mail Services PWS