86614820R00003 REAC TAC PWS.doc

Performance Work Statement (PWS)

Real Estate Assessment Center, Technical Assistance Center Support Services 04/03/2020

Version 1.0 4Vision Statement

1 General Information

1.1 Introduction

1.2 Background

1.3 Constraints

1.4 Description of Services

1.5 Non-Personal Services

1.6 Period of Performance

1.7 Place of Performance

1.8 Hours of Operation

1.9 Special Qualifications

1.10 Post Award/Kickoff Conference

1.11 Status Meetings

1.12 Contractor Travel

1.13 Transition In

1.14 Transition Out

2 Definitions and Acronyms

2.1 Definitions

2.2 Acronyms

3 Government-Furnished Property and Services

3.1 Government Services

3.2 Facilities

3.3 Equipment

3.4 Materials

3.5 Quality Assurance (QA)

4 Contractor-Furnished Items and Services

4.1 Facilities

4.2 Equipment

4.3 Material

4.4 Contractor Responsibilities

4.5 Contractor Personnel

4.6 Identification of Contractor Employees

4.7 Quality Control

4.7.1 Quality Control Plan

5 Specific Tasks

5.1 Transition In

5.2 Service Request Support

5.3 KnowledgeBase Management

5.4 CRM and ACD Support

5.5 Departmental Customer Support

5.6 Reporting

5.7 Transition-Out (Optional Task)

6 Deliverables

6.1 Quality Control Plan

6.2 Acceptance Criteria

7 Performance Requirements Summary 8 Related Documents

Performance Work Statement (PWS) Real Estate Assessment Center, Technical Assistance Center Support Services Vision Statement Improve HUD-related housing quality by performing accurate, credible, and reliable assessments of HUD’s real estate portfolio to ensure safe, healthy, decent affordable housing and promote sound property management practices.

1 General Information

1.1 Introduction

The Department of Housing and Urban Development (HUD), Office of Public and Indian Housing (PIH), Real Estate Assessment Center (REAC), Technical Assistance Center (TAC) requires contractor support to operate a multi-channel, cloud-based, contact center operation. Tasks include Service Request processing and KnowledgBase Management.

1.2 Background

The REAC TAC is a multi-channel contact center (CC), currently fielding approximately ranging from 125,000 to 150,000 mission-critical Service Requests annually from approximately 85,000 internal and external HUD stakeholders, split roughly evenly between Office of Housing and Office of Public & Indian Housing program business partners.

TAC Customers are key stakeholders in the disbursement of $50B program dollars, which is over 90% of the Department’s annual budget. TAC processes and resolves Service Request regarding HUD program area products and services, federal regulations, business and program protocols, processes and procedures, technical questions, HUD systems access, and security systems administration issues.

To develop KnowledgeBase content, the TAC regularly interacts with over 40 offices and groups across the Department. The objective is to proactively manage the development of KnowledgeBase content to deliver First Contact Resolutions (FCR). Rather than waiting for HUD’s business partners to contact the TAC with a question, problem or fulfillment request, the TAC proactively employs KnowledgeBase content to anticipate, reduce, mitigate and manage Service Request demand either in customer self-service options or by way of outbound communications initiatives targeting specific customer group profiles.

HUD Departmental Strategic Goals and Sub-goals

1.2.1 Current Environment

The TAC utilizes the following systems, applications, and resources:

· Customer Relationship Management (CRM) Application: Salesforce Service Cloud & Community Cloud Enterprise Edition

· Automated Call Distribution Platform

· Microsoft Office 365

· HUD Wide Telephonic Oral Interpretation Service: Provides 170-language translation service for telephone Service Requests.

The REAC TAC references:

· HUD.GOV

· HUDATWORK.GOV

· HUDMYSITE.HUD.GOV

1.3 Constraints

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

· The Contractor shall only utilize HUD approved and supplied computer software applications.

1.4 Description of Services

PIH-REAC requires support in the following:

· Service Request Support

· KnowledgeBase Management

· CRM and ACD Support

· Departmental Customer Support

· Reporting

Detailed descriptions of specific tasks and deliverables are provided in Section 5 - Specific Tasks and Deliverables.

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 shall 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 guard against 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 shall be the sole responsibility of the Government.

1.6 Period of Performance

The period of performance shall be for one base period of 12 months and four 12 -month option periods.

1.7 Place of Performance

The services to be performed under this contract shall be performed at the Government’s facility located at 425 3rd Street, SW Washington, DC 20024 (REAC Office - Capital View Building) and at the REAC Mail Room located at the Potomac Center Office Facilities, 550 12th Street, SW, Washington, DC 20024.

1.8 Hours of Operation

The Contractor shall provide services between the hours of 7:00 AM to 8:30 PM Eastern Time (ET) Monday thru Friday except for Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closing, or similar Government directed facility closings.

The REAC Mail Room located at the REAC Potomac Center Office Facilities shall operate from 7:00 AM to 5:00 PM Eastern Time (ET). The Government reserves the right to change hours of operation or restrict contractor access. Work outside of these daily hours is prohibited without Contracting Officer approval. Government agencies will not be available during scheduled holidays, inclement weather, weekends, and after duty hours.

The Contractor shall maintain an adequate workforce for the uninterrupted performance of all tasks defined within the contract when the Government facility is not closed for the above reasons. When hiring personnel, the Contractor shall keep in mind that the stability and continuity of the workforce is essential.

1.9 Special Qualifications

The Contractor shall ensure the following professional certifications are possessed and maintained during the entire contract performance period:

· SalesForce Administrator Certification

· SalesForce Platform App Builder Certification

· SalesForce Community Cloud Consultant Certification

· SalesForce Service Cloud Consultant Certification

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 will notify the Contractor of the specific date, location, and agenda within five business days after contract award.

1.11 Status Meetings

The Contracting Officer, Contracting Officer Representative (COR) and other Government personnel, as appropriate may meet periodically with the Contractor to also review Contractor performance, requirement status, etc. At these meetings, the Contracting Officer will apprise the Contractor of how the Government views the Contractor's performance or progress of the requirement. The Contractor will 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. Post Award Conference and subsequent meetings may be held via teleconference.

1.12 Contractor Travel

No travel is anticipated during the contract period of performance.

1.13 Transition In

The Contractor shall, upon the Contracting Officer's written notice, furnish Transition-In Services as required. As a successor, the Contractor shall have sufficient personnel on board during the 60-day 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 contract Transition-In Period. Transition-In is not required if the successor Contractor is the incumbent Contractor.

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 on board during the 60-day Transition-Out Period. The incumbent Contractor shall ensure a smooth transition with the successor Contractor 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 new contract Transition-In Period.

2 Definitions and Acronyms

2.1 Definitions

Approvals- Salesforce business automation tool that automates how records are approved in Salesforce. An approval process specifies each step of approval, including from whom to request approval and what actions are required at each point of the process.

Answer- Pick-up phone call and provide an adequate response in accordance with the SOP. Answer also means providing appropriate resolutions to Service Requests from any source.

Article- KnowledgeBase Article, i.e., a specific form of displaying KnowledgeBase materials.

Asset- KnowledgeBase material deployed in any of several forms, e.g., FAQs, Articles, scripts, etc., Business Area- Generalized term for activities that support HUD Program Areas, e.g., the Financial Assessment Subsystem Multi-family (FASS MF) supports Office of Housing Multi-family programs.

Business Area Queue- TAC CRM designation for target queues through which customer Service Requests are escalated to Departmental Customer groups at the Tier 3 level for resolution.

Business/Workdays - Every official workday of the week which are days between and including Monday to Friday. This does not include public holidays and weekends.

Calendar Day - Any day of the week.

Caller- For the purposes of this contract, the terms Customer, Caller and Inquirer are all synonymous and refer to any internal or external party contacting the TAC through any medium. Note: TAC Departmental Customers generally the Departmental program, business, information technology or functional area supported by the TAC are also considered TAC Customers for the purposes of this contract when they make a Service Request into the TAC.

Call or Call Ticket- CRM record generated for a Service Request that is subject to First Contact Resolution regardless of medium. That is, an ACD phone call or an email Service Request would result in a Call Ticket, indicating First Contact Resolution.

Capitol View Building- HUD office facilities located at 425 3rd Street, SW Washington, DC 20024.

KnowledgeBase Configuration- Any native functionality effected to configure Salesforce platform by declarative tools in point & click environment, i.e., clicking correct boxes to enable/disable features within the platform. Fosters "clicks not code first approach, since Salesforce configuration requires zero programming. Declarative work helps configure back-end system resources and Salesforce dashboards.

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.

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.

Contracting Officer's Representative (COR) - An employee of the U.S. Government appointed by the Contracting Officer to perform contract administration activities in regard to 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. This individual does NOT have authority to change the terms and conditions of the contract.

Customer Journey- Customer service term of art to describe typical experience sets of customer questions or requirements, motivations, actions and/or barriers to conducting transactions with Department. Customer journeys are part of developing customer cohort Persona Profiles. Customer journeys can be mapped for customers of a particular program, business area, information technology and/or functional office within the Department. Ideally, customer journeys can be mapped for customers entire inventory of transactions/interactions with the Department to fully exploit CRM functionality delivering high quality customer service in a single platform.

Customer Service Representative- TAC personnel who interacts with or responds to Customer Service Requests.

Customization- Any functionality effected to customize Salesforce platform using programmatic/imperative [custom]-code. Involves coding new modules within the Salesforce framework used for business logic, front-end components, or both. Using APEX (the Salesforce coding language), you can create custom dashboards and custom functions within Salesforce, such as automatically updating fields, creating records, or performing calculations.

Day- Calendar day unless stated otherwise. If a deliverable is due on a weekend or holiday the deliverable shall be considered due the next business day.

Defective Service - A service output that does not meet the standard of performance associated with the Performance Work Statement.

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

Departmental Customer- Any HUD program, business, information technology or functional area group for which the TAC provides support. TAC communicates and collaborates with Departmental Customer groups to develop TAC KnowledgeBase items, escalates Service Requests, produce reports, etc., Note: TAC Customers are generally HUD Business Partners.

Flow- Salesforce applications built with Flow Builder that automates a business process by collecting data and sequenced actions in a Salesforce org or an external system. Flow/s can fetch, delete, update and create records on multiple objects.

Flow Builder- Salesforce business automation point-and-click tool for building flows.

Fulfillment Requests- Requests stemming from Service Requests for application kits, fact sheets, registration for electronic newsletters, or any other materials, etc., that involve documenting and escalating/forwarding the fulfillment request to an appropriate entity for disposition or for a fulfillment action undertaken by the TAC.

Functional Area- Similar to Business Area (activities supporting Program Areas) but encompassing more Program Areas, Business Areas or both, e.g., the Web Access Security Subsystem (aka Secure Systems) supports multiple Program Areas (Housing, PIH, Grants Management, etc.,) and multiple Business Areas (FASS MF, FASS PHA, PASS, RASS, etc.,).

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.

HUD.GOV – HUD’s public facing website.

HUDATWORK.GOV HUD’s intranet web site, also referred to as HUDNET.

HUDMYSITE.HUD.GOV – HUD’s SharePoint website, which support the public, Business Partners, employees and Contractors with information regarding HUD programs, information systems security, system releases and schedules, Change Control Management Board (CCMB) platform standards and technical assistance documentation.

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.

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

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.

Persona Profile – Descriptions of proto-typical customer to analyze needs and requirements for an entire stakeholder group.

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.

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

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.

SalesForce - Commercial off the Shelf customer relationship management (CRM) tool used by HUD.

Subcontractor - Any person , other than the prime Contractor, who offers to furnish or furnishes any supplies, material, equipment, or services of any kind under a prime contract or a subcontract entered into in connection with such prime contract, and any person who offers to furnish or furnishes general supplies to the prime contractor or a higher tier subcontractor. The Government does not have privity of contract with a subcontractor.

Work Week - Monday through Friday, unless specified otherwise.

2.2 Acronyms

ACD Automated Call Distribution system (Software and Hardware) AKA Also Known As

CC Contact Center

CCMB -- Change Control Management Board

CCS -- AVAYA Call Center Supervisor

CO Contracting Officer (or designated Contract Specialist)

CRM Customer Relationship Management (For the purposes of this contract - SalesForce)

CSAT Customer Satisfaction or Rate

CSR- Customer Service Representative

EIV Enterprise Income Verification

EPA Environmental Protection Agency

FASS MF Financial Assessment Subsystem Multifamily

FASS PHA Financial Assessment Subsystem Public Housing Agencies

GFE Government Furnished Equipment

SME Subject Matter Expert

COR Contracting Officer’s Representative

HUD - Department of Housing and Urban Development

IMS Inventory Management System, aka PIC Database or PIC-IMS Database

IVR Interactive Voice Response/Recognition

MASS Management Assessment Subsystem Management Operations

MCIC Multi-Channel Contact Center

NGVMS Next Generation Voucher System

NLT - Not later than

Org Salesforce Organization or Instance

O365 Refers to either entire Microsoft 365 suite or any individual application within it.

PASS Physical Assessment Subsystem

PIC Public and Indian Housing Information Center

PHA Public Housing Authorities

PHAS Public Housing Assessment System

PIH Public and Indian Housing

PWS Performance Work Statement

REAC Real Estate Assessment Center

SOP Standard Operating Procedures

TAC - Technical Assistance Center

UAT User Acceptance Testing

UI User Interface

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, at no cost to the Contractor, the GFP shown below.

3.1 Government Services

The Government will provide space for up to 42 Contractor personnel at the contact center located at Capitol View Building 425 Third Street, SW, Washington, D.C.

3.2 Facilities

The Government will furnish the facilities necessary to perform the services stated within this PWS.

3.3 Equipment

The Government will furnish all equipment necessary to perform the services stated within this PWS. This equipment includes, but is not limited to:

· Telecommunications equipment and internet access

· Toll-free number (1-888-245-4860 and/or other toll-free numbers)

· Computer workstations

· Scanners

· Printers

· Fax Machines or eFax capability

· Multi-function devices

3.4 Materials

Copies of required materials may be provided to the Contractor in soft copy, no later than 15 days after contract award. All materials will remain the property of the Government and will be returned to the COR upon request or at the end of the contract period.

3.5 Quality Assurance (QA)

The Government shall evaluate the Contractor's performance under this contract in accordance with the Quality Assurance Surveillance Plan. 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.

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.

4.1 Facilities

NA

4.2 Equipment

NA

4.3 Material

NA

4.4 Contractor Responsibilities

The Contractor shall only conduct business with designated Government personnel listed as points of contact (POCs). Names of authorized personnel shall be provided to the Contractor by the Government, in writing, and updated as necessary throughout the contract 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 remain the property of the U.S. Government. These files/results must be surrendered to the COR.

4.5 Contractor Personnel

The Contractor shall provide a Contract/Project Manager who shall be responsible for the performance of work. An alternate shall also be designated to act in the absence of the Contract/Project Manager. These Contractor personnel (main point of contact and alternate point of contact) are considered Key Personnel by the Government and shall be listed as such in accordance with HUDAR 2452.237-70, "Key Personnel. The Contract/Project Manager and alternate shall have full authority to act on all contact matters relating to daily operations of this contract. Accordingly, at a minimum, the points of contact shall have the technical knowledge of the requirement and be in the position to actually receive assignment, guidance, and direction 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. These points of points of contact shall each be an employee of the Contractor.

An employee of a subcontractor is not acceptable for either of these positions. The Contract/Project Manager or alternate shall be available between the hours of 7:00am to 8:30pm Monday through Friday EST, except Federal Holidays or when the Government facility is closed for administrative reasons.

4.6 Identification of Contractor Employees

All Contractor/subcontractor personnel shall wear company picture identification badges as to distinguish themselves from Government employees. When conversing with Government personnel during business meetings, over the telephone, or via electronic mail, Contractor/subcontractor personnel shall identify themselves as such to avoid situations arising where sensitive topics might be better discussed solely between Government employees.

Contractors/subcontractors shall identify themselves on any attendance sheet or any coordination documents they may review. Electronic mail signature blocks shall identify their company affiliation. Where practicable, Contractor/subcontractors occupying collocated space with their Government program customer shall identify their workspace area with their name and company affiliation, or at a minimum, "Contractor" after name.

4.7 Quality Control

The Contractor shall establish and maintain a complete quality control program that shall ensure services are performed in accordance with this contract. The Contractor shall develop and implement procedures to identify, prevent, and ensure non reoccurrence of defective services. The Contractor's quality control program is the means by which he assures himself that his work complies with the requirements of the contract. The Contractor shall provide the associated Quality Control Plan to the Government as directed.

4.7.1 Quality Control Plan

The Contractor shall develop, maintain, enforce, and document a Quality Control Plan (QCP). The QCP shall ensure the Government receives the level of quality that is consistent with the requirements specified in this contract. The QCP shall be sufficiently detailed to provide the Contractor's methodology for identifying and recruiting 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 Quality Management Approach, Quality Assurance, Quality Control and Quality Standards.

5 Specific Tasks

5.1 Transition In

The Contractor shall execute transition-in services which shall include meeting with the COR and / or incumbent contractor to review Standard Operating Procedures and CRM & ACD systems; and attending meetings with Departmental Customers. The Contractor shall submit a draft Transition-In Plan no later than three business days after contract award. The Contractor shall submit a final Transition-Out Plan no later than five business days after receipt of COR comments. The plan shall describe how the Contractor will provide a seamless (i.e., business as usual) transition that does not adversely impact REAC TAC operations. At a minimum, the plan shall address required tasks, schedule and milestones, and deliverables.

Transition In period of 30 days is required in case the Incumbent staff is not picked up by the new vendor, if the incumbent staff is picked up by the new vendor then Transition In period as optional.

Deliverables A001 Draft Transition-In Plan A002 Final Transition-In Plan

5.2 Service Request Support

The Contractor shall provide resolutions to Service Requests received from Multi-Channel Sources (Telephone, Email, Web-Submissions, Fax, Intra-Office Mail And Regular Postal Mail, and any other digital media) regarding HUD Program Areas, Business Areas, Information Technology Groups, and any other Group / Area within the Department.

Support shall include a 5-Tier Service Request Resolution Level Approach which encompasses the following Tier Level Support:

· TIER Minus 1: Outbound Communications,

· TIER 0: Customer Self-Service Support

· TIER 1: Inbound Service Requests

· TIER 2: Internally Escalated Service Requests

· TIER 3: Externally Escalated Service Requests

5.2.1 Respond to Service Requests: answer questions, resolve problems and process fulfillment requests.

The Contractor shall:

· Receive, Analyze, Respond, Log, Scan, Resolve, Refer or Escalate per TAC Standard Operating Procedures for each Service Request offered using available information from all multi-channel sources beginning first with the KnowledgeBase within Salesforce. If the answer is not contained in the KnowledgeBase or other approved resources, open a TAC CRM ticket and escalate the ticket to a higher tier. Service Requests may be received from Managed Telephone Device for the Deaf (TDD) or TTY (ASCII) terminals process Service Requests on TDD/TTY terminals from hearing and/or visually impaired individuals. Contractor shall utilize the HUD Wide Telephonic Oral Interpretation Service to insure ensure Limited English Proficiency (LEP) individuals have access to TAC services.

· Manage REAC Mail Room services which include receiving, distributing, logging, and scanning incoming Technical Review Database Adjustment (TRDBA) mail approximately ranging from 1,000 to 1,500 appeals requests per annuum.

· Process Service Requests within CRM to capture and track information related to inbound Service Requests including: Date and Time Of Receipt, Source Of Request, Contact Information, Nature Of Request, Information Requested, Disposition / Actions, Response Date, and Any Fulfillment Actions for Tracking, Quality Control, Analysis, and/or Follow Up Action.

Guide customer to the appropriate Departmental program resources; assist the customer with identifying their issue accurately, and informing the customer of the correct instructions, process or protocol as appropriate.

· After Service Request topic and problem/question have been determined, the Contractor shall upon customer request forward relevant documentation and / or a Service Request transaction confirmation record to the customer by email and/or direct them to an appropriate web link that contains comparable responsive information.

· For all TAC compliments or complaints, the Contractor shall email the COR and SME notifying of incident no later than two business days after incident.

· TAC CRM tickets are not closed unless the customer’s Service Request is resolved.

Performance Standards

a) Standard: 100 % of Service Requests are logged into CRM.

AQL: 0%. Deviation

b) Standard: 90% of Service Requests (Tier 1) resolved at first contact.

AQL: 0% Deviation.

c) Standard: 100% of escalated Service Requests (Tier 2) are resolved or escalated to Tier 3 within three business days.

AQL: Two business day deviation from standard.

d) Standard: 90% of Service Request calls are answered (i.e., ≤ 10% Call Drop Rate) AQL: 0% Deviation.

5.2.2 Conduct outbound calls to inquirers/customers

The Contractor shall conduct outbound calls to inquirers/customers to follow up and address issues not resolved during the initial contact, to verify problem resolution, or to measure customer satisfaction as directed by the COR. All follow up activity details shall be logged into CRM to include telephone conversations, emails, and chat communications.

5.3 KnowledgeBase Management

The Contractor shall develop and maintain KnowledgeBase assets which includes gathering and vetting responsive KnowledgeBase content to ensure first contact resolution rates equal 90% or above of the customer Service Request inquiries. The source media for KnowledgeBase content shall include the following: Customers, Departmental Customers, Articles, FAQs, Web Postings, Social Media, and any other Digital Media.

5.3.1 KnowledgeBase Content Develop

For any new KnowledgeBase content or changes to existing KnowledgeBase content, the Contractor shall create knowledge assets. Sources for KnowledgeBase content include: Service Requests, Meetings, Teleconferences, Briefings, Source Documents (any file format and media) Email; Correspondence; Training Materials; Departmental Notices; Regulations and Similar Documentation; Quality Assurance And Quality Control Plans and Activities; and; other relevant sources. KnowledgeBase content shall be published in the CRM system no later than ten business days after submission of the of the KnowledgeBase candidate.

5.3.2 Escalated Service Requests

For each escalated Service Request, the Contractor shall collaborate with Departmental customers and evaluate all escalations as a potential candidate for entry into the KnowledgeBase.

5.3.3 CRM KnowledgeBase Management Tasks

The Contractor shall manage KnowledgeBase tasks utilizing the following Salesforce features and functionalities:

· Knowledge Settings: Create and Manage Permission Sets & Profiles; Submitting Articles from Cases; Videos on Custom Visualforce Page; Knowledge One Widget.

· Knowledge Article Types: Create Article Types; Add Custom Fields: Page Layouts; Validation Rules Data Integrity; History Tracking; Templates; Public Groups & Assign Article Actions; Validation Status Picklist Values; Workflow & Approvals; Create Workflow Actions for Knowledge.

· Public Groups & Assigned Article Actions: Create and Modify Default Category Group Assignments; Data Category Mapping for Article Search Filtering.

· Article Search Experience Management: Search Highlights & Snippets; Synonym Search Groups; Promoted Search Terms; Article Topics; Case Keyword Article Search.

· Article & Translation Import/Export: CSV File Article Import; Import.zip File: Import Parameters; Article & Translation Import/Export Status; Multilingual Knowledge Base; Export Articles for Translation; Import Translated Articles; Article & Translation Functionality

· Articles and Knowledge Tabs: Search Articles & External Sources: Create, Edit, Publish, Archive & Delete Articles and Translations; Create, Modify, Add & Reveal Data Category Groups For Articles, Answers & Ideas; Smart Links to Knowledge Articles; Promote & Filter Article Search Results.

a) Standard: KnowledgeBase Content published in the CRM no later than ten business days after creation and submission of KnowledgeBase candidate.

AQL: Two business day deviation from standard.

5.4 CRM and ACD Support

5.4.1 Configuration and integration management

The Contractor shall manage and document within the system the configuration and integration of ACD and SalesForce consistent with the highest available system administrative user roles/rights combination/designation. The Contractor shall monitor CRM and ACD release schedules, analyze release functionality and determine potential impacts on TAC operations with specific emphasis on productivity enhancing tools.

5.4.2 ACD Management

The Contractor shall maintain and update ACD Voice-Menu Functions, Manage Call Flow Design, Skill Routing, Call Routing, Business Rules and Reporting, and other features such as IVR, Voice Recognition, and Text-To-Speech Services for AVAYA Call Center Supervisor (CCS).

5.4.3 CRM Management

The scope of CRM Management covers Salesforce Administrator, Service Cloud, Community Cloud, and Platform App Builder functionality. Many tasks are common to all four categories and presented here without regard to overlap or duplication. Tasks presented here are required for regular, on-going declarative CRM configuration, both for TAC operations and the management of escalated Service Requests.

CRM tasks resulting in deployed changes in Salesforce org shall be published in the CRM Set Up Audit Trail Log no later than one business day after deployed change. The Contractor shall save CRM Set Up Audit Trail Log to SalesForce Files no later than five business days after the end of each fiscal quarter. Tasks by each area include the following:

Salesforce Administrator Tasks:

· Organization Setup: Manage Corporate Information, Fiscal Year, Business Hours, Holiday Schedule, Closures, Currency Management, Default Settings, etc.,

· User Interface: Manage UI features (e.g., UI Settings, Search Settings, List Views, Homepage Layouts).

· User Setup & Access Administration: Manage all steps/processes to Set Up and/or Maintain Users (e.g., Assign Licenses, Reset Passwords, Resolve Locked User Accounts and Activating, Deactivating or Freezing User Accounts).

· Security Controls: Given a scenario, apply appropriate Security Controls (e.g., Passwords, IP Restrictions, Identity Confirmation, Network Settings) per CRM Sharing Model Features & Capabilities (e.g., Organization-Wide Defaults, Roles and Role Hierarchy, Manual Sharing, Sharing Rules and Public Groups).

· Custom Profiles & Permission Sets: Given a scenario, determine, design and assign appropriate Custom Profile or Permission Set using Settings & Permissions.

· Folder Usage: Create, organize, secure and maintain Public & Private Folders for access to communication Templates, Dashboards and Reports.

· Standard and Custom Objects Given a scenario, create, modify and/or clone Standard and Custom Objects.

· Fields and Page Layouts: Create and customize Fields and Page Layouts on Standard and Custom Objects.

Salesforce Community Cloud Tasks:

· Community Cloud Templates: Given a scenario, recommend, document and deploy Lightning-based or Salesforce Tabs + Visualforce Community Cloud templates in a Custom Domain, including Infrastructure, Mobility Requirements, User Limits, Personas/License Types, Deployment Type and Integration Strategies.

· Security Model: Given a scenario, recommend, document and deploy Security Model and requirements to support Stakeholder Collaboration, Business Process and/or documentation requirements using functionality related to Record Sharing & Users, Person Accounts, Profiles, Objects) for Public Community.

· Access Administration: Manage provisioning Community users (e.g., Access Administration, User Login Requirements, Email Set Up, Multilingual Capabilities Options)

· Knowledge Articles: Configure and set up (Community-specific or restricted) Topics and Map To Knowledge Articles.

· User Interface: Given a scenario, recommend, document and deploy customize UI Screen/Template Branding, Navigation per requirements in Template-Based Community, create and configure Lightning pages, configure Template Components, Install and Set Up Lightning Components to optimize Community performance.

· Community Management: Given a scenario, recommend, document and deploy Community Management Activities (e.g., Users Access, Dashboards And Insights, Community Moderation Features, and Voting and Recommendations and Reputation Levels in Community).

· CMS Connect: Given a scenario to embed assets from third-party content management systems into community (branding) connecting CMS components (e.g., HTML, JSON, CSS, and JavaScript files). REAC TAC supports personalized content from Adobe Experience Manager (AEM) as well.

· Chatter: Manage Chatter groups and Chatter Questions Setup, Maintenance and Administration, including customized search scope and functionality.

· Lightning Bolt Solutions: Given a scenario, combine custom Lightning apps, Lightning Community templates and pages and business process flow categories into SF Lightning Bolt distributable format.

Service Cloud Tasks:

· Service Cloud Solution Design: Given a scenario, analyze Departmental Customer requirements to determine, document and propose solution designs considering Capabilities, Limitations and Design Trade-Offs. Highlight key components that contribute to performance optimization within design, including SF CTI implementation benefits, Cloud Communities and Field Service Lightning functionality.

· Knowledge Article Lifecycle: Manage Knowledge Article Lifecycle: (e.g., Creation, Publishing, Consumption, Feedback, Maintenance and Archiving per Business Process Requirements.)

· Knowledge Article Configuration: Configure Knowledge Article Data Categories, Article Types, Articles and Publishing Workflow.

· Knowledge Article Adoption: Manage and facilitate Knowledge Adoption and Maintenance Requirements for CSR, Departmental Customer and TAC Customer external) Cohorts.

· Knowledge Article Transfers: Manage Outbound and Inbound Knowledge Article Data Transfers.

· Interaction Channel Solutions & Design Considerations: Configure and manage Interaction Channel (e.g., Communities, Mobile, Phone, Email, Web, Chat, SOS/Video Channel, Social Media or Any Other Digital Venue) design considerations (e.g., User Interface, User Profiles, Objects To Expose, Sharing Model, Reporting)

· Life-Cycle Case Management: Given a scenario, design Life-Cycle Case Management Solutions from Case Creation to Closure including Case Assignment, Case Escalation, Case Resolution to Case Disposition (e.g., Flow, Process Builder, Approvals, Workflow, Quick Actions, Macros, Quick Text, Buttons, Links)

· Case Management KPIs & Flows: Given a scenario, determine Case Management Solutions that reflect KPIs and any CSR flow-type data collection requirements.

· Case & CRM Area Relationships: Create, document and manage relationships between Cases and other CRM areas (e.g., Assets, Entitlements, Work Orders, Communities, Live Agent and Knowledge.).

· Service Cloud Automation: Given a scenario, design Case Management Solutions from Case Creation to Closure including Case Assignment, Case Escalation, Case Resolution and Case Disposition.

· Contact Center Analytics: Given a scenario, and determine appropriate reporting process/procedures, taking into account Data Sources and Access, Periodicity, Data Volume and [contact center]-related technologies (e.g., ACD, IVR, PBX, etc.)

· Audience/Cohort-Specific Analytics: Given a scenario, evaluate the considerations when designing Reports and Dashboards to serve different Stakeholders (Agents, Supervisors, Managers, Executives).

· Service Console Customization: Given a scenario, customize Service Console apps (e.g., Name, Description, Branding; Quick Text, Macros, Products And Contracts; Cases, Contacts, Accounts, Reports, Dashboards, Chatter, And Home Configuration; Utilities, Open CTI Softphone, Omni-Channel, Macros and Community 360) for profile assignment and Lightning App Builder functionality to create record pages.

Platform App Builder Tasks:

Data Modeling and Management

· Given a scenario, identify the Boundaries Of Declarative Customization and the Use Cases For Programmatic Customization.

· Given a scenario, determine appropriate Core CRM Objects and capabilities in Salesforce Schema for configuration

· Given a scenario, determine the appropriate Data Model for an object or set of objects.

· Given a scenario, determine Relationship Types Between Objects and the implications of each on Record Access, User Interface, And Reporting.

· Given a scenario, identify the considerations when Changing A Field's Type.

· Given a set of requirements, identify the considerations and select the appropriate Field Type.

· Given a scenario, use Schema Builder to design, implement and modify Data Model by adding new Custom Objects, Custom Fields and Relationships.

· Given a scenario, determine options and considerations when Importing And Exporting Data.

· Given a scenario, determine capabilities and use cases for External Objects.

Security

· Given a scenario, determine features and capabilities to Restrict And Extend Object, Record, And Field Access.

· Given a set of business requirements, determine the appropriate Record Sharing Solution.

Business Logic and Process Automation

· Given a set of business requirements, recommend a solution to Automate Business Processes.

· Given a scenario, determine the capabilities, use cases and implications for the following business logic and process automation functionality: Record Types, Formula Fields, Roll-Up Summary Fields, Validation Rules, Approval Processes, Workflow, Visual Workflow and Process Builder.

· Given a scenario, determine the ramifications of Field Updates and potential for Recursion.

User Interface

· Given a scenario, determine User Interface Customization Options and Requirements.

· Given a scenario, determine the capabilities and use cases for Custom Buttons, Links, And Actions.

· Given a scenario, determine the capabilities and the declarative options available for incorporating Lightning Components in an application.

· Given a scenario, determine the appropriate User Interface Design.

Reporting

· Given a scenario, determine features and capabilities available for creating Reports, Report Types, and Dashboards.

Mobile

· Given a scenario, determine and deploy Salesforce Mobile application User Interface declarative customization options.

· Given a set of requirements, determine the appropriate Global and Object-Specific Actions and Action Layouts to optimize the Salesforce Mobile user experience.

App Development

· Identify common scenarios for extending an org using the AppExchange, including researching and evaluating AppExchange apps.

· Given a scenario, determine key milestones and considerations for managing the Application Lifecycle.

· Given a scenario, determine and deploy optimal type of Sandboxes.

· Given a scenario, determine and deploy Change Sets.

a) Standard: Deployed changes in Salesforce org shall be published in the [CRM] Set Up Audit Trail Log no later than one business day after deployed change.

AQL: One business day deviation from standard.

b) Standard: CRM Set Up Audit Trail Log saved to SF Files no later than five business days after the end of each fiscal quarter.

AQL: Two business day deviation from standard.

5.5 Departmental Customer Support

The Contractor shall provide Departmental Customer support to include:

· Departmental Customer Liaison Meetings: Conduct monthly or quarterly meetings with all Departmental Customers based on program or business needs. For Departmental Customers accounting for 10% or higher of annual Service Request volume, these meetings shall occur monthly. For all other Departmental Customer groups, these meetings shall occur quarterly.

· TAC Reference Contact List: Maintain and update the TAC Reference Contact List upon any changes.

· Referrals/Escalations to Other HUD Contact Centers: Identify and document contact information for Service Requests requiring escalation or referral to other HUD contact centers.

· For new Departmental customers, the Contractor shall provide guidance on processing escalated Service Requests and related system activities.

· Departmental Customer Meeting Agendas: Prepare and distribute meetings agendas no later than two business days before each scheduled meeting. Agenda topics, activities, and supporting documents may include, but are not limited to: Service Request Traffic Review; Aging Service Request Inventory; Program Changes; IT/HUD System Releases & TAC Briefings; Reporting Requirements; CRM Configuration Requirements; CRM User issues (which includes providing guidance on processing escalated tickets); User acceptance testing; and Knowledgebase Candidate Evaluation & Development.

· Departmental Customer Meeting Minutes: Prepare and distribute meeting minutes no later than two business days after each meeting. At a minimum, the meeting minutes shall include a list of action items for KnowledgeBase development or other tasks specified within this contract.

· New Departmental Customer/Initiative Analysis and Onboarding Requirements: Analyze and track within the system new Departmental Customer / Initiative requirements. Items may include: Departmental Customer/Initiative Analysis; Projected Service Request Topics/Volume/Timing; Existing Documentation in Primary and Secondary Sources, Customer Persona and Journey; Stakeholder Inventory; Metrics; CRM Configuration Requirements, and Reporting and Resolution Delivery Options.

5.6 Reporting

The Contractor shall produce reports using any combination of records and fields within the CRM and ACD, other system generated data, and non-system generated data. To the maximum extent possible, the Contractor shall utilize system generated data in the production of reports. In instances where non-system generated data is used in a report, it shall be clearly identified within the report. The Contractor shall include charts, graphs, and graphics based on any report data that can be appropriately represented.

In addition, all reports shall include a section detailing each report meta-data characteristics, to include: The Source, Source File Format/Type, Data Extraction Methodology, Quality Assurance Activities, As-Of or Period Covered Date, and Frequency of reporting.

5.6.1 Monthly Progress Report

The Contractor shall submit a Monthly Progress Report no later than five business days after the end of each reporting month. The report shall include, at a minimum, the following sections which detail area specific operations and issues that occurred during the reporting period:

· Deliverable Index Document

· Integrated ACD and CRM Analysis (e.g. Abandonment Rate, After Contact Work, Auxiliary Time, Available Time, Average Handle Time, Average Speed of Answer, Attrition Rates, Average Talk Time, Blockage, Calls in Queue, Contacts per Agent, Conversion Rates, Cost Per Contact, Customer Satisfaction, Employee Satisfaction, Error Rates, Forecasting Accuracy, Hold Time, Idle Time, Occupancy, Quality, Schedule Adherence, Schedule Efficiency, Self-Service Utilization, Service Levels or Service Level Agreements, Staff Shrinkage, Transfer Rate, or any other combination of records & fields within the CRM and ACD)

· HUD Wide Telephonic Oral Interpretation Service

· Special Handling Service Requests

· Intra-Organizational Referrals…